Consumer complaint received 2023-05-09
Company: Ocwen Financial Corporation
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
The Current issues and concern I have are : XXXX. PHHs failure to properly service the account and ; process and apply payments in the total of XXXX made to PHH on XX/XX/XXXX For the reinstatement of the mortgage and escrow account. 
2. That as of XX/XX/XXXX PHH has stopped properly servicing the mortgage account due to the fact despite my repeated request for an accurate copy of the monthly mortgage statement. 

On XX/XX/XXXX, XXXX XXXX Consumer Account Analyst of PHH informed Texas Department of Savings and Mortgage Lending : a reinstatement of {$17000.00} was provided, were applied to satisfy past due payments, {$2500.00} was posted to cure the escrow shortage, and {$380.00} posted as an additional principal payment. 

On XX/XX/XXXX, XXXX XXXX informed Texas Department of Savings and Mortgage Lending : ..the HAF request included the escrow shortage. The escrow shortage is not determined by the appraisal district, rather it is the amount lacking in the escrow account which would result in a payment increase. The funds received were posted correctly The records of XXXX XXXX XXXX XXXX I presented to Savings and Mortgage Lending Is to show that prior to the payment made on the XXXX of XXXX there were no shortages in escrow. 

The mortgage statement dated XX/XX/XXXX not only reflects the total amount due for past payments but also, the amount in escrow which may result in a escrow shortage and/or payment increase. 

After the reinstatement of mortgage, no records support PHH claims of : 1. A lack, or shortage in the escrow account that would result for an extra XXXX cushion. 
2. An increase of the mortgage payment in the amount of {$1500.00}.

3. A account balance due for the XX/XX/XXXX. 

XXXX XXXX also stated On XX/XX/XXXX, .PHH does not determine the assistance available or how to apply it. PHH applies the funds it receives from HAF according to HAFs instructions and these instructions we followed when PHH applied {$17000.00} to this account.

Tx Haf provided me with the instructions and guidelines regarding their mortgage Reinstatement Program. [ See attachment Enclosed. ] A reinstatement program is, by definition, to cure delinquency.

Since the reinstatement of mortgage, PHH has failed to Fully comply with Tx Haf program and has stopped properly servicing the mortgage account. 

enclosed documentation : 1. my compliant to Texas Department of Savings and Mortgage Lending. 
2. Information showing : the balance outstanding balance prior to the {$17000.00} payment [ see statement dated XX/XX/XXXX ]. 
3. Information showing there was NO escrow deficiency or shortage prior to the reinstatement of mortgage [ see XXXX XXXX XXXX XXXX receipt and statement ]. 
4.Information showing : the original fixed mortgage payment of XXXX [ see statement dated XX/XX/XXXX ] 5.Information showing : PHH are providing me inaccurate monthly mortgage statements [ see mortgage statements dated XX/XX/XXXX and XX/XX/XXXX ]. 
6.PHH correspondence submitted through Texas Department of Savings and Mortgage Lending.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation