Consumer complaint received 2022-03-01
Company: Ocwen Financial Corporation
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I changed homeowners insurance companies. I contacted my mortgage comapany, PHH, and gave them all pertinent information. I informed their insurance department that I had paid the policy in full, {$1200.00}, and that they should not pay from my escrow account. ( XXXX. XXXX, 2022 ) Two days later I became aware that they had paid the premium, {$1200.00}, from my escrow account resulting in a double premium payment and an underfunded escrow account. I called and was told that the check would clear in a few days and the insurance company would issue me a refund check within 7-10 days. The Insurance company, XXXX, never received the check, and the check has never been cashed. My insurance agent contacted PHH Mortgage on my behalf to request a stop payment and refund. On XX/XX/2022 PHH Mortgage issued my escrow statement showing an underfunded escrow account and raising my monthly payment. I have called every week since then, and each time I was told that they had to do a search for the check and once they verified that it had not been cashed, they would stop payment and refund my {$1200.00} and call me with a verification.After 4 weeks of this same reply, I asked for a manager who could give me results and got the same rhetoric and assurances. In the fifth week of complaints, after my weekly call to customer service, I received a call from an insurance department manager who, for the first time explained to me that my payment was part of a lump sum payment issued that included many homeowners insurance premiums, and therefore they had a policy of a waiting period of 30 days. He acknowledged my frustration in the fact that no one had previously mentioned anything about a 30 day policy despite my many calls, but requested that since there were only a few days until the 30 days were up, I could wait again. That was Thursday, XX/XX/2022. He promised that the situation would be resolved and that he would call me Monday, XX/XX/2022 to verify. I received no call. I called him, XXXX, using the number he presented as his personal line, and twice got a business answering service, left a message, and got no answer. XX/XX/2022, I called PHH customer service again, and we started at square one again. Once again I was told they would have to put a trace on the check, they would make notes, they would call me, When I mentioned the 30 days ending yesterday, they said that my inquiry only started on XX/XX/2022. I was transferred to the escalation customer service rep ( XXXX ) who gave me the same replywe will begin a trace, then to a floor manager XXXX XXXX XXXX ), who gave me the same reply until I mentioned both this complaint and my intention to get legal representation. He then told me that he would begin a process that would have my money refunded by next week and that he would call me Monday, XX/XX/XXXX, to verify. Since I have heard similar promises repeatedly, I do not have high expectations. PHH made the mistake, and they should have corrected it immediately.Their customer service is terrible. Their representative either didnt listen or didnt clearly understand the language so they took money from my account after I clearly explained that I had paid the premium. There is no reason why I should have to wait for a refund and be penalized for their mistake by having my monthly payment increased.

Company response to consumer: Closed with explanation