Consumer complaint received 2025-09-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Ocwen Financial Corporation
State: GA

Complaint narrative:
Hello Consumer Financial Protection Bureau and PHH Mortgage Servicer, I've been trying to get PHH Mortgage 's assistance since XX/XX/year>. We have XXXX pending issues. 

1 ) I called PHH Mortgage Servicer for the mortgage assistance program on XX/XX/year> because I was laid off from work and had very limited funds to spend during the job search. The job market in technology is tough right now. XXXX XX/XX/year>, the mortgage assistance application I requested was received from PHH Mortgage. I completed and submitted the application with my financial expenses, finances and a copy of the Unemployment Benefits award letter via email as requested on XX/XX/year>. 

After multiple attempts to get an update from the Customer Care, Escalation and Client Relationship Manager teams, I finally received the approval letter after 30 days from applying. Each time I called in, the representatives wouldn't research my account to give me an update. The last representative I spoke with found the approval letter and emailed it to me on XX/XX/year>. 

The letter received was an approval for a Forbearance plan. The Forbearance plan was offering 3 months of no payments ( XXXX, XXXX, XXXX ), but with serious stipulations. 

A ) Although my account wasn't delinquent before entering a forbearance, PHH would report me as Delinquent for the XXXX  months in the plan. This was stated in the letter and the supervisor from the mortgage assistance team on XX/XX/year>. 

B ) The supervisor I spoke with on XX/XX/year> said I would be responsible for paying the 3 months of non-payments after the program ends. The XXXX mortgage plus 3 months from the forbearance period would be due on XX/XX/year>. That means XXXX full mortgage payments were expected. Later, I spoke with the Client Relationship Manager XXXX who confirmed this information was correct. 

Since the forbearance plan required XXXX mortgage payments by XX/XX/year> and would damage my credit long-term from the delinquency reports each month, I didn't accept the plan. There was no payment relief extended to me. XXXX and representatives never confirmed the plan was cancelled by phone, website, mailed letter or email.

2 ) I've borrowed money to make XXXX and XXXX mortgage payments. It's money I have to pay back quickly. PHH Mortgage Servicer 's payment systems ( website and automated phone service ) aren't accepting payments to my account. I've emailed multiple screenshots of the " Unavailable '' to pay message to the Client Relationship Manager, Escalation Team and Customer Care Team. No one has given me answers and the problem hasn't been resolved. The website shows payments are due, but it won't accept the payment. PHH Mortgage has requested me to wait " 30 days '' each time to give a response. It's been XXXX weeks since I've been able to make a payment on the PHH Mortgage website or automated phone service. 

XXXX ) On XX/XX/year>, I submitted a request for PMI Cancellation. On XX/XX/year>, I received a PMI Cancellation Denial letter in the mail. It was dated for XX/XX/year>. According to the letter, my account was more than 30 days delinquent in the last 12 months, therefore, my request was denied. I emailed a dispute to Client Relationship Manager XXXX, Escalation Team and Customer Care Team the day I received the letter in the mail, XX/XX/year>. On XX/XX/year>, I received a response via email. The letter claimed my payment for XX/XX/year> was more than 30 days delinquent. I emailed screenshots from the PHH Mortgage website supporting that claim was an error. The Customer Care Team asked me to wait another 30 days for Research. The Escalation Team has never responded.

This has been a very stressful process with PHH Mortgage Service.

Company response to consumer: Closed with explanation