Consumer complaint received 2022-04-22
Company: Ocwen Financial Corporation
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I bought a house in XXXX Florida, the closing date was XX/XX/2022, in the closing we established no escrows, therefore, I bought the homeowners insurance and the Flood Insurance for one year in advance as is required by the law, this way my responsibility with the ( bank/lender ) will be only the monthly payments for the principal and the interest. On XX/XX/XXXX, I received a welcome letter from PHH Mortgage stating The transfer of servicing does not affect any term or condition of the mortgage account other than terms directly related to the servicing of the mortgage account. I also received a letter from the original lender XXXX XXXX Mortgage stating they sold my loan but the terms and conditions will remain the same, nothing will change. 
On XXXX XX/XX/2022 I received a letter from XXXX XXXX stating that my mortgage loan was sold to them on XX/XX/XXXX and specifying that the sale of my mortgage loan does not affect any term, payment, or condition of the mortgage, deed of trust, or note and that the servicer is PHH Mortgage XXXX, XXXX XXXX XXXX XXXX XXXX, NJ XXXX. ( XXXX ) XXXX. 
On XX/XX/XXXX I made my first payment, then I received an annual escrow statement explaining that the monthly payment will increase in XXXX due to a shortage of {$320.00} on my escrow, which will be split in 36 months and {$9.00} will be automatically added to my monthly payment plus an escrow deposit of {$82.00}. The same day I called customer service at XXXX, I requested an explanation about the escrows and I was transferred to the insurance department, I explained that I already paid my flood insurance and they have a copy of my policy, they confirmed the information and transferred me to the escrow department, they told me that the customer service department needed to submit a request for the escrow to be removed from my account, I was transferred to Customer service again and they told me will submit the request and that within ten days I will receive a letter by mail. Effectively on XXXX received another statement reflecting principal, interest, plus {$91.00} for escrow due on XX/XX/2022. At the end the total amount they want to collect is the exact amount I already paid for the Flood Insurance, {$980.00}. I called immediately, customer services transferred me to the escrow department, and I requested to speak to a supervisor or manager, I was transferred to the escalation department and I spoke with XXXX, he told me that they have an internal policy when the account is new they have to collect escrows until the account gets maturity, I said my loan was sold to you, I did not choose you, I did not sign any agreement with you, you can not charge me escrow for flood insurance when my policy is already paid for one year, I chose no escrows on the closing documents that I signed, the terms and conditions in my loan does not change from bank to bank, If you have that internal policy you should review the terms on the loan before to buy it, he told me if I dont pay the statement in full I will incur in late fees, and they will report me to the credit bureau XXXX he said they confirmed with the national flood insurance that they are entitled to collect escrow for flood insurance, I said, but I already paid for it, is not fair that you want to charge me for the flood insurance when is already paid and you have proof. He said that I can submit a dispute, but still, I have to pay the entire statement.

Company response to consumer: Closed with explanation