Consumer complaint received 2023-04-02
Company: Ocwen Financial Corporation
State: AL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have already submitted a separate complaint with the CFPB against my current mortgage service provider, XXXX XXXX XXXX XXXX XXXX XXXX 

My loan was transferred to XXXX XXXX XXXX from PHH Mortgage on XX/XX/XXXX. 

I was approved for HAF via Mortgage Assistance Alabama on XX/XX/XXXX. Mortgage Assistance Alabama ( MAA ) has paid PHH Mortgage : {$4900.00} Processed on XXXX ; {$1000.00} Processed on XXXX ; {$1000.00} Processed on XXXX ; {$1000.00} Processed on XXXX. 

To date, XXXX  XXXX XXXX XXXX XXXX XXXX has not stated, confirmed, or corrected errors regarding receiving and/or being forwarded payments up to the total amount of {$8000.00} that was sent to PHH Mortgage from Mortgage Assistance Alabama ( MAA ) on my behalf. 

PHH mortgage confirmed with me via telephone and email that they have received documents & approval for HAF payments via Mortgage Assitance Alabama. 

XX/XX/XXXX I contacted PHH Mortgage twice trying to get information regarding the payments sent to PHH Mortgage made by Mortgage Assistance Alabama before the transfer of my mortgage to XXXX. First PHH MorgagXXXX agent gave me Agent ID # XXXX. PHH Morgage agent stated that no payments are showing on their end for HAF via Morgagte Assitance Alabama, I requested multiple times to escalate my issue due to Mortgage Assistance Alabama is stating they sent payments to PHH Mortgage in XX/XX/XXXX and XX/XX/XXXX. PHH Morgage phone agent tried multiple times to get a higher agent on the phone with no success, gave me the number for PHH Mortgage at XXXX. I asked the PHH Mortgage agent if my account with PHH Mortgage showed a trial modification, that XXXX stated that PHH Mortgage transferred a trial modification to them, PHH Mortgage agent stated, no because the account is closed. The PHH agent requested my phone number and asked if XXXX XXXX  in the afternoon is an okay time to call back, I stated, yes. I did not receive a call back from PHH Mortgage. 

I called PHH Mortgage again at XXXX given to me by the previous PHH Mortgage phone agent. PHH Mortgage Agent ID # XXXX answered- I inquired about HAF/Mortgage Assitance Alabama payments sent to PHH Mortgage in XX/XX/XXXX and XX/XX/XXXX and the PHH Mortgage agent stated that since my loan has transferred and is now closed to contact XXXX. I stated that HAF/Mortgage Assistance Alabama is stating they have paid PHH Mortgage {$6000.00} in XX/XX/XXXX and XX/XX/XXXX. PHH agent put me on hold and an escalation agent and manager with PHH Mortgage, XXXX ID # XXXX was put on the line. PHH Mortgage XXXX, XXXX stated they no longer handle the account anymore, they can't do anything, to call XXXX, PHH received notification of the HAF/Mortgage Assistance Alabama funds were sent in XX/XX/XXXX, but PHH Mortgage has not received the payment, not to worry that if PHH Mortgage receives the payment they will forward it to XXXX, PHH Mortgage has limited info, that I need to contact Mortgage Assitance Alabama. I told PHH Mortgage, XXXX I have no issue getting in touch with Mortgage Assitance Alabama, that they've ( MAA ) confirmed they sent payments to PHH Mortgage in XX/XX/XXXX and XX/XX/XXXX, and Mortgage Assitance Alabama told me to contact PHH Mortgage. I received no assistance or resolution. 

PHH Mortgage has transferred false and/or incorrect mortgage documents and information to XXXX XXXX XXXX. PHH Mortgage has not forwarded any payments to Select Portfolio, PHH Mortgage sent Trial Modification documents that I did not request nor agree to, incorrect property tax information and payment amounts and balances. 

After reviewing some of my PHH Mortgage statements & documents I have found that PHH Mortgage has made errors on my account which resulted in an escrow shortage and mortgage payments going up. Mortgage statement from PHH Mortgage from XX/XX/XXXX shows a PMI Payment in the amount of {$220.00} paid on XX/XX/XXXX, my normal PMI payment before and after that statement is {$73.00} ( PHH Mortgage charged 3 months of PMI for one month ). 

If I call PHH Mortgage for assistance regarding my account they tell me they can not help me and have limited access. It is my understanding PHH Mortgage should be able to assist with account errors within 1 year after my mortgage is transferred.

Company response to consumer: Closed with explanation