Consumer complaint received 2023-01-05
Company: Ocwen Financial Corporation
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I refinanced from original XXXX XXXX XXXX of XXXX. From XXXX XXXX  to The XXXX XXXX Bank, the fixed interest rate went from XXXX to XXXX. I am also enrolled in XXXX with XXXX XXXX, so I dont pay property taxes due to be a 100  Percent Permanent and Total Veteran. It was a XXXX  XXXX as well. I was informed by The XXXX XXXX Bank that my account will be transferred to another company PHH Mortgage, for no apparent reason, but because the computer does this without their control XXXX of XXXX. I made every payment on time and numerous times it was made early. 
PHH Mortgage could not find my account for whole month of XXXX, although The XXXX XXXX Bank said my next payment XXXX of XXXX has to be with PHH Mortgage. Therefore, The XXXX XXXX Bank accepted XXXX more payment. I called PHH Mortgage several times concerned about this, and paying on time as usual. 
I was able to see my account mid XX/XX/XXXX with PHH Mortgage and they had extremely high figures as if the loan was just established, they set it in my profile at the original price of the home in XXXX of XXXX which was {$280000.00} When I addressed this, they informed me that all payments went to principal. I advised this was incorrect. I also questioned why wasnt the amounts just transferred because there was no figuring needing to be done. 
I called back XXXX of XXXX because it showed my mortgage payment increasing XXXX of XXXX by {$26.00} PHH Mortgage said my insurance went up an I was now in the whole {$680.00} XXXX immediately called my insurance XXXX XXXX an they have me assigned to XXXX XXXX handling my account. Therefore XXXX XXXX advised that it should not be in the whole {$680.00} but it infact went up. They confirmed all amounts in XXXX the insurance was {$1100.00} in XXXX the insurance was {$1400.00} an the difference was {$340.00} At that moment we made a few adjustments to bring it down and PHH Mortgage was sent the new Declaration document showing the new amount XXXX XXXX PHH Mortgage received the document. Once I questioned PHH Mortgage where the {$680.00} in the whole came from, they now advised XXXX XXXX that its property taxes as well. I advised that I dont pay property taxes, a questioned if they infact received all documents from The XXXX XXXX Bank . I was extremely terrified because my next payment in XX/XX/XXXX was even higher, approximately {$20.00} more and increasing. I demanded answers and requested new analysis, proper paperwork and what were they truly charging for interest then. 
XXXX the escalation XXXX finally took over the case and advised that they will contact the XXXX tax office to confirm my XXXX. But they would only do this first, then they will address the overpayment from inputting my insurance and mortgage payments. This was unacceptable to me, due to being impacted by increasing payments I do not owe because of their negligence. 
I am not sure what figured they have regarding my insurance, my interest rate, nor the correct amount owed left on my XXXX  XXXX. I am not sure what they have regarding the correct mortgage payment. I am not getting much assistance and this is an enormous investment, however, it is not being handled as such. Nor was it ethically transferred and handled professionally.

Company response to consumer: Closed with explanation