Consumer complaint received 2020-07-30
Company: Ocwen Financial Corporation
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
On XX/XX/2020 I refinanced my mortgage. 
The existing mortgage lender at the time was PHH Morgage and I refinanced with XXXX XXXXXXXX XXXX. XXXX XXXX  XXXX has been great with no complaints. Part of the Closing escrow was for county property tax for {$1600.00}, which was paid through closing escrow on XX/XX/2020. 

XXXX XXXX paid the same property tax payment on XX/XX/XXXX for the same amt {$1600.00} from my escrow acct with them. This brought my escrow balance with PHH to - ( XXXX ). 

On XX/XX/2020 XXXX County refunded PHH {$1600.00} for the overpayment. Which should have brought my Escrow balance with PHH back to {$0.00} On XX/XX/2020 I spoke with agent XXXX ( Farhut I believe ) at PHH and told they would not close my loan or release the lien until the negative balance in my escrow account was brought to {$0.00}. I explained the situation and that the escrow account should not be negative and provided details from the County on the refund. They informed me it could take up to 15 days to post the refund. They told me the only way they could close the account and pay off my loan was to wire or ACH the amount of {$1600.00} that day. I made an ACH payment to them on XX/XX/2020 in the amount of {$1600.00}. They said as soon as the refund from the County posted to my account they would refund me my overpayment of {$1600.00}. 

On XX/XX/2020 a check was sent from PHH in the amount of {$330.00}. This was for overpayment of funds sent from the closing not the property tax refund. 

The property tax should have posted to my account by the XXXX of XXXX. 

On XX/XX/2020 I contacted PHH and spoke with agent XXXX ( the name was not understood due to poor connection ). I asked about the property tax refund they said it posted and they would send me a check on XX/XX/2020 and since it was more than 10 days past they would send it overnight and send me a tracking number. 

On XX/XX/2020 I contacted PHH again asking where my check was. I spoke to agent XXXX ( again name not understood due to bad connection ) was transferred to agent XXXX ( XXXX ) which told me they check was still not processed and they would send it overnight since it was over 10 days late. Again told I would get a tracking number. 

On XX/XX/2020 contacted PHH again asking where my check was. I spoke to an escalation manager Named XXXX He informed me the check was sent out on XX/XX/2020 and not overnighted because they only send them regular mail. He said to expect my check within 5 to 10 business days. 

On XX/XX/2020 I received an account statement dated XX/XX/2020 showing the activity in my PHH escrow account. The statement was correct showing a refund form the Country was received in XXXX and an escrow refund to me in the amount of {$1600.00} was sent in XXXX ( statement only has months and not days. ) On XXXX XXXX I contacted PHH again asking where my check was. I spoke to agent XXXX who informed me the check was sent regular mail on XX/XX/2020. It is now XX/XX/2020 more than 53 days since the county refunded PHH the overpayment of Property tax.  Its Been over 46 days since I made an ACH overpayment that I should have never had to make, and after being assured by more than 5 separate agents the check would be expedited. I still do not have my refund of the overpayment. 

I am completely at a loss for the lack of consistency and being lied to on multiple occasions. PHH would have charged me 2 months worth of late payment fees if I failed to make a payment in 56 days I think I should be allowed the same courtesies.

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