Consumer complaint received 2023-12-12
Company: Ocwen Financial Corporation
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Escrow, taxes, or insurance

Complaint:
I have XXXX tax payments due in XXXX, as we have our property split across XXXX townships. In XX/XX/2023, XXXX was paid and XXXX was not. Every time I receive tax bills I scan them and email them to the mortgage tax email group as instructed. I followed up in XXXX as the one was never paid, and was told it would be paid ( now costing more, {$11.00} instead of {$9.00} ). In XXXX, I received a delinquency letter from my tax XXXX in my township stating it was not paid. I called and spoke to a woman who told me who the check was made payable to, a man I can not remember who, and where it was sent. Neither the name nor the address were correct from what is indicated on the tax bill, and the amount was incorrect, the check was for {$10.00}, not nearly {$11.00} as now due. I stated I wanted it cancelled and returned to my escrow account. In XXXX, I paid the XXXX township tax bill that was having issues, and let the escrow pay the other, I never sent them the township bill that was already an issue, only the first township bill. I saw on my account that both township bills were paid, even though I paid the one myself. I called XX/XX/XXXX to ask for a reversal on the smaller XXXX, because I never even gave them the tax bill. I was informed they also receive the tax bill ( so why was the XXXX XXXX not paid? ), and that they would research refunding this payment and the one late from XXXX. Finally, XX/XX/XXXX, I receive an email that the XXXX payment from the XXXX township will be refunded, however the XXXX XXXX will not, and there was a XXXX fee on the account I asked to be returned because the XXXX department is not doing their job I am not paying their fee. I was also told I could receive a letter or fax with a resolution. The entire reason this went on for so long from XXXX was because I never got a letter. I demanded a phone call or email, and they told me they ONLY mail or fax. I pushed and got XXXX phone call which I missed, and have yet to be contacted in return from my XXXX emails and XXXX voicemails. 
I was informed the XXXX amount was another tax fee for a duplicate bill, not the check that I was told was issued to my tax department even though I never requested a duplicate bill. PHH is the XXXX that didnt PAY the original bill, and they would not be refunding me the {$10.00} fee in XXXX, or in XXXX. 

I have since closed my escrow with PHH and will be paying it myself. I have called 4 times and left a message, and emailed XXXX, requesting information on getting the XXXX XXXX fees back, as the tax agency DID NOT do their job and therefore I refuse to PAY them for no service provided. 

This issue has gone on from XXXX through XXXX. My time is not free, and the time put into this issue caused by PHH has exceeded XXXX hours at this point. 

They refuse to refund the fees. 

I did not apply for a mortgage with PHH. We went with a company, XXXX, which we were familiar with and close to our home. Our mortgage was sold, which should be illegal in this country. If I have to pay closing costs to change mortgage companies, I should have to approve the sale of my mortgage as well. I am now stuck with PHH mortgage, who is NEVER a help, will not let you speak to supervisors, and can not allowyou to speak to their tax department to find out why they arent doing their ONLY job.

Company response to consumer: Closed with explanation