Consumer complaint received 2021-04-18
Company: Ocwen Financial Corporation
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
PHH Mortgage Services XXXX original mortgage servicer with property tax escrow account ) neglected to send the payment for my XXXX XXXX Taxes. As a result, I had to pay an additional {$170.00} to bring by supplemental property taxes current. PHH Mortgage Services refuses to reimburse me for their fiduciary negligence. 


On XX/XX/2021, I received a XXXX XXXX XXXX XXXX from the XXXX tax collector. The bill was for {$3100.00} XXXX to be paid in XXXX separate installments of {$1500.00} of which the first installment being due no later than XX/XX/2021 ). As per the written instructions on my monthly mortgage statement, I timely mailed this Supplemental Property Tax Bill, along with a written request for it to be paid in full, to : PHH Mortgage Services, Attention : Tax Department, XXXX. XXXX XXXX, XXXX XXXX XXXX, FL XXXX on XX/XX/2021. The first supplemental installment was due XX/XX/2021. 

On XX/XX/2021, I received a Notice of Servicing Transfer from my original servicer- PHH Mortgage Services dated XX/XX/2021. They noted a date of the servicing transfer to be effective XX/XX/2021. 

On XX/XX/2021, I received a Notice of Servicing transfer from the new ( existing XXXX servicer- XXXX XXXX XXXX XXXX XXXX new mortgage loan servicer ) dated XX/XX/2021. This new servicer noted a start date of XX/XX/2021 for future mortgage payments. 

On XX/XX/2021, I received a XXXX XXXX XXXX bill from reflecting a late payment penalty of {$170.00} in addition to both outstanding supplemental installments for a new total bill due of {$3200.00}. 

On XX/XX/2021 at XXXX, I called PHH Mortgage Services and spoke with Movin ( Employee ID # RKR ) and requested a re-imbursement for the penalty amount of {$170.00} since they negligently did not make my supplemental property tax payment on time ( even thought I requested it to be done in a timely manner in writing ). XXXX informed me that since they were no longer the servicer of my loan, they had no money to send for these payments, and, that they could not reimburse me due to them already having transferred my escrow funds to the new servicer. I explained that I followed their instructions to have the XXXX XXXX XXXX paid in a timely manner and that they should have paid it prior to an transfer of my account as per my written request. He said he could not do anything and that I should try to get reimbursed from the new servicer. I then called the new servicer- XXXX XXXX  XXXX XXXX and asked them if they would reimburse me for the penalty and they said no, that I would have to get it from the older servicer ( PHH Mortgage Services XXXX. 

PHH Mortgage Services did not follow my written request to pay for my XXXX XXXX XXXX ( at least the first installment due by XX/XX/2021 ) and I incurred a {$170.00} penalty from the tax collector as a result. Also, due to the timing in the transfer of the servicing of my account to the new servicer, PHH Mortgage Services failed to properly pay my XXXX XXXX XXXX even though I followed their instructions listed on the back page of each of their mortgage statements. 

I am requesting your help to get a reimbursement of {$170.00} from PHH Mortgage Services due to their fiduciary negligence in paying my property tax in a timely manner from my escrow account.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation