Consumer complaint received 2022-11-26
Company: Ocwen Financial Corporation
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This complaint addresses the non payment of homeowners insurance and taxes to the County , XXXXXXXX and XXXX XXXX for my property. The property includes three parcels, XXXX XXXX, XXXX XXXX and XXXX XXXX. My monthly mortgage payments include a sizable escrow for payment of taxes and insurance by the mortgage company. 
My mortgage was previously serviced by XXXX XXXX XXXX, and was sold to PHH Mortgage who took over in XXXX XXXX XXXX 
On XXXX XXXX, I received a letter from XXXX XXXX XXXX stating that the XXXX XXXX taxes for parcels XXXX XXXX and XXXX XXXX were past due. I contacted the XXXX and mailed a check the same day in the amount of {$0.00}. I then called the XXXX XXXX XXXX XXXX XXXX XXXX XXXX and was informed that the XXXX  School District taxes had not been paid for XXXX XXXX and XXXX XXXX and were past due. I remitted the sum due by mail to XXXX XXXX XXXX. 
On XXXX XXXX XXXX  my property was posted by the XXXX XXXX XXXX XXXX XXXX with a notice stating that the XXXX County taxes had not been paid for parcel XXXX XXXX and that my property was subject to sale to recoup the amount owed. 
I contacted XXXX XXXX XXXX regarding the non payment as they were servicing the mortgage at that time. XXXX XXXX XXXX ststed that they could not help me as they no longer serviced the account and that I should speak to my current mortgage provider. 
I spoke with PHH on XX/XX/XXXX and explained the situation and stated that I would be paying the XXXX County back taxes, in person, for the property on XX/XX/XXXX to avoid a XXXX being placed on the property and subsequent Sheriff 's Sale. The PHH representative stated that once the tax bill was paid, I would be required to show proof of payment which included the parcel number for the property, and I would be issued a refund. 
I then contacted the XXXX XXXX XXXX XXXX XXXX to confirm the proper procedure for the payment of the XXXX overdue taxes. When I spoke with the XXXX XXXX XXXX XXXX XXXX, they looked up the parcel numbers for my property and informed me that the XXXX XXXX XXXX and XXXX XXXX taxes for XXXX for the additional two parcels, XXXX XXXX and XXXX XXXX had not been paid. The XXXX XXXX XXXX also said that the XXXX County tax had not been paid on parcels XXXX XXXX and XXXX XXXX I traveled to the XXXX XXXX XXXX XXXX XXXX and XXXX XXXX Treasurer on XX/XX/XXXX and paid the following ; - XXXX XXXX XXXX XXXX for Parcel # XXXX XXXX in the amount of {$1200.00}. 
- XXXX XXXX XXXX, School District and XXXX XXXX for XXXX # XXXX XXXX in the amount of {$160.00}. 
- XXXX XXXX XXXX, XXXX XXXX and XXXX XXXX for XXXX # XXXX XXXX in the amount of {$170.00}. 
- XXXX XXXX XXXX XXXX for XXXX # XXXX XXXX in the amount of {$0.00}. 
- XXXX XXXX XXXX XXXX for XXXX # XXXX XXXX in the amount of {$0.00}. Rec To date, I have paid {$1500.00} in taxes for XXXX and XXXX 
On XXXX XXXX XXXX  I sent PHH ( to the attention of the tax dept ) a lenghty and detailed email attaching all of the receipts for the taxes which I had paid. I requested that PHH acknowledge receipt of the email and provide me with the contact name and information for the individual who would be handling the matter. I received no response from PHH and contacted them again on XX/XX/XXXX. I was eventually transferred to the escalation department. The individual provided his direct contact number and stated that he would look ino the matter and would provide me with an update in three ( 3 ) business days. I reciveived no update from PHH and again called on XX/XX/XXXX and left a voicemail asking for an update. I called again on XX/XX/XXXX and left another voicemail to which there was no response. I called again on XXXX XXXX XXXX  and left a voicemail which there was no response to. 
In the afternoon on XX/XX/XXXX I tried to reach another individual to try to resolve the matter. I spoke to a different individual and explained the history and requested an update. This individual said he would beed to research the matter. I explained at that point, the tax department had had my email with the information they requested for 11 business days and no one had contacted me. The PHH representative assured me that I would receive an update by the end of the day. I received no updates from PHH on either XXXX or XXXX of XXXX 
I called PHH again on the afternoon of XX/XX/XXXX and after being on hold for 28 minutes, the call cut off. 
I additionally paid {$3200.00} on XXXX XXXX XXXX. I received correspondence from my insurance company on XX/XX/XXXX stating that my premium was past due and was going to lapse, as my homeowners policy had not been paid by PHH. I contacted my insurance company on XX/XX/XXXX and paid {$3200.00}. I contacted PHH and they stated they were not on the declarations page of the insurance policy and were unaware of the bill, but that I would be reimbursed. To date, I am waiting for reimbursement from my insurance company as the insurance company did finally receive payment eventually from PHH. 
Both XXXX XXXX XXXX Mortgage and PHH Mortgage have been derelict in their duties towards me as a consumer. Trying to resolve this matter with PHH has been extremely stressful and time consuming as well as draining to my finances.

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