Mortgage -- Struggling to pay mortgage -- Complaint #14870161
Complaint Overview
Complaint ID: 14870161
Company: Ocwen Financial Corporation
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-Issue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
State: Illinois
ZIP Code: 60077
Date Received: 2025-07-24T12:00:00-05:00
Date Sent to Company: 2025-07-24T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I contacted PHH Mortgage Services on XX/XX/year> to request a short-term forbearance due to a temporary reduction in income. I was told to complete a Mortgage Assistance Application, which I did. I was told the application would be reviewed and that I would receive a decision. Weeks later, I was contacted by a mortgage counselor who said I needed to submit a new application including updated income information to reflect newly approved XXXX XXXX. I agreed to provide the information, but I was never sent the new application or documentation to complete despite asking for it and being told it would be sent. As of today, over XXXX XXXX have passed since my initial request, and I have still not received a decision or the correct paperwork. I have contacted the company multiple times by phone and email. On XX/XX/XXXX, I emailed both XXXX and XXXX with a formal escalation request. I received only an automated response, and nothing further. While I have stayed current on my mortgage until now in order to protect my credit, I have not yet made my XX/XX/year> payment because I am still waiting on a decision regarding my forbearance request. Despite this, I began receiving collection calls and texts as of XX/XX/XXXX, even though my application is in active review. I had a scheduled phone call with my assigned mortgage counselor on XX/XX/year>, and we are scheduled to speak again on XXXX, XX/XX/XXXX. During the XX/XX/XXXX call, I was told that a decision would not be made by the end of XXXX, and that my request still had to be reviewed by investors. The representative apologized but could not explain the delay or offer a clear timeline. I left the call with no additional guidance, and I do not expect the upcoming call to provide meaningful resolution. This prolonged delay and lack of communication has been XXXX, disruptive, and deeply frustrating. I have complied with every request made by the company and followed up multiple times, only to receive no meaningful response. I have only requested a short-term forbearance of XXXX XXXX, which I believe is entirely reasonable under the circumstances. It feels as though the process is designed to discourage borrowers from pursuing assistance. I am requesting immediate resolution and protection from credit harm while my application remains under review.
Frequently Asked Questions
What is Complaint #14870161 about?
Complaint #14870161 was filed against Ocwen Financial Corporation regarding Mortgage specifically about Struggling to pay mortgage. It was received by the CFPB on 2025-07-24T12:00:00-05:00.
How did Ocwen Financial Corporation respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Ocwen Financial Corporation?
Yes, visit the Ocwen Financial Corporation company profile at readthecomplaint.com/company/ocwen-financial-corporation to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.