Consumer complaint received 2025-09-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Ocwen Financial Corporation
State: TX

Complaint narrative:
Our mortgage servicer is PHH. We built our home in XXXX, moved in XXXX of that year. Everything was smooth and then in XXXX our mortgage payment increased due to, I believe the property tax increases. It is the first home that we had purchased so being that the payment went up the measurable amount I called the mortgage company. 

When I called to inquire, a loan modification was discussed. For me that sounded pretty normal, and they asked me to submit the application for approval and with all the supporting documents in which I did so. 

In XX/XX/XXXX we got a notification that we would begin trial payments for the new modification. We began making payments, on time, starting XXXX this year. I didnt make a decent income and affording. The home has not been the issue. XXXX, XXXX, XXXX payments were all made on time so then around the middle of XXXX we received a notification from PHH, stating congratulations your modification has been approved. We were so relieved that we could finally move forward. 

In the following days, PHH reached out and requested in more document, a marriage affidavit which was requested by XXXX, XXXX, XXXX. Upon recipient of the request, I spoke to my designated representative at PHH to ask how I should send the form back. She told me to send it back via email or fax and that would be no problem. My wife and I individually completed the form and on XX/XX/XXXX, I scanned the XXXX documents and emailed to XXXX as requested. 

My wife continued, made the payment for XXXX and XXXX, both on time. About a weekend of XXXX we get a phone call from the bank that the payment was returned. Confused I called the mortgage company ask why and all they would tell me is that there is a title issue which i did not initially associate with the documents. After visiting the county courthouse, my title company and having numerous calls, after about three weeks I finally realized they were claiming they did not receive the email with the attachments. 

The email was sent and I eventually found a server response in my junk mail from XX/XX/XXXX stating that there was an error receiving the email. PHH received this response also. In attempts to try to resolve this, I learned about XXXX and I have reached out multiple times, I have sent every supporting document available and the responses come very slow. 

Now every time we call in, all they talk about is short sale or deed in lieu. Our house is in an upscale, gated community on the golf course. We live in XXXXXXXX XXXX which is a tight community and this has been a great embarrassment for our family and especially my XXXX XXXX XXXX son. On the auction.com website it states existed sale vault to be {$680000.00} in which we currently owe approximately {$440000.00} on the home. 

XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX Then, on a call with my rep a XXXX weeks ago, she mentioned that i should file an appeal requesting the the modification be reinstated. I di so, and within a few days received a decline for reinstatement. On the receipt of that email I replied stating the facts and providing a copy of the server response from their server that I received on XX/XX/XXXX. A few days later PHH confirmed that the appeal was reopened. 

About a year ago my phone number changed and in every email that I have sent, I have requested it to be updated. Each time they schedule a meeting, they call me which means they never get through because they dont call the right phone number. 

The last email they sent me stated I would have a call on Thursday, XX/XX/XXXX of this year and is still included my old phone number. I replied saying, Thursday is not the XXXX so I will be available on both Thursday the XXXX and Friday the XXXX and will you please call the correct phone number. Both days came and went and there was no phone call so on the XXXX I called in and basically got confirmation that the appeal was still open. Since then I have sent multiple communications and Im not getting a response.

I also proposed to the mortgage company that they reinstate the modification and we would be responsible for the payment beginning with the XXXX payment that was returned through current. 

Although we are not a family who typically has financial hardships, this situation has unfortunately has created that. I was only told about this complaint process a few days ago otherwise I wouldve filed it sooner. I do have an attorney, although Im trying to do manage most of it by myself due to attorney fees.

Im going to be filing a temporary restraining order, ex parte, right away, leading up to most likely XXXX XXXX XXXX in order to protect my home, my family, and my sons stability. 

Thank you and any help would be greatly appreciated.

Company response to consumer: Closed with explanation