Mortgage -- Trouble during payment process -- Complaint #4609071

Complaint Overview

Complaint ID: 4609071

Company: Ocwen Financial Corporation

Product: Mortgage

Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

State: Pennsylvania

ZIP Code: 190XX

Date Received: 2021-08-06T12:00:00-05:00

Date Sent to Company: 2021-08-06T12:00:00-05:00

Company Response: Closed with non-monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I was notified that PHH mortgage Services would be my new servicer as of XX/XX/XXXX ( PHH Mortgage Services XXXXXXXX XXXX XXXX XXXX XXXXXXXX, NJ XXXX. ) My loan number with them is XXXX. I called PHH prior to XX/XX/XXXX to ensure that they would handle paying my township taxes out of the escrow account as they were due by XX/XX/XXXX in order to get the 2 % discount. They confirmed that they would pay the taxes out of escrow. On XX/XX/XXXX I received a delinquent unpaid tax reminder notice from my township stating that the township taxes were not paid. I then called PHH XX/XX/XXXX and spoke to XXXX to inquire about why my taxes were not paid when I was told they would be, he said they would look into it. I was told by PHH that my escrow account was only set up to pay my insurance, not taxes. On XX/XX/XXXX, I spoke to PHH again and they admitted that when I refinanced my home on XX/XX/XXXX the closing documents said escrow was to be set up to pay taxes and insurance, and that this should have carried over when PHH picked up mortgage. Finally, they said they will pay the taxes but could not promise that it would be paid by XX/XX/XXXX. I have gone back and forth with PHH since XX/XX/XXXX multiple times per week to inquire as to why my taxes have not been paid. As of early XXXX, PHH is saying that they will not pay the taxes because they are disputing a {$15.00} certified payment per year with my township. It is now XX/XX/XXXX, PHH called me today and said " the tax department left a message with XXXX XXXX and has not received a call back '' so he called with no update once again. The township taxes are still not paid and it has been 2 months since I first contacted PHH regarding this issue. About 2 weeks ago they performed an escrow analysis on my account without my knowledge and then sent me an escrow overage check in the amount of {$1900.00}, which I will have to use to pay my delinquent taxes. My XXXX school taxes are due by XX/XX/XXXX and I am concerned that they will not be paid either. PHH has not provided me with any solid updates and no progress has been made on this issue since early XXXX. I want PHH to be responsible for the 10 % late penalty and for them to reimburse me the 2 % discount. I have exhausted all of my options, emailed and called to speak to escalations managers several times and I am getting nowhere. I asked them multiple times on recorded lines to only communicate via email and they have refused, instead continuing to call me 2-3x per week with no real updates. Please advise on how to proceed because I am getting nowhere with this company and I am disgusted with their level of incompetence. Attached are relevant tax documents.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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