Consumer complaint received 2026-05-18 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Ocwen Financial Corporation
State: AL

Complaint narrative:
Servicing of loan transferred from XXXX XXXX To PHH/ONITY mortgage XX/XX/year>. Loan has not been serviced since transfer date.PHH/ONITY mortgage said website would be accessible by XX/XX/year>. When I setup my access to their dashboard and payment portal the payment portal and payment scheduling had my account locked out. It did not give me access to that area at all. When my mortgage account was transferred from XXXX XXXX on XX/XX/year> my XXXX payment was still due. Today is XXXX XXXX and the dashboard still shows payment due for XX/XX/year> and says XXXX payment account past due by 106 days as they continue to block the payments. This is predatory servicing of a VA Loan. Since I was blocked from paying online I used their XXXX XXXX XXXX information. I have spoken with their customer service dept on numerous occasions the last 4 months every representative have a different answer after long wait time. They continue to mention loan modification and forbearance. I refused my loan was just modified by XXXX XXXX whom I trusted and transferred with the specif information that although transferred ALL terms would remain the same as structed by the VA. I want my mortgage contract to remain the same. I do not trust this company at all I would rate them a 0 for servicing my loan which is not happening. Their refusal to post any payments from me shows Predatory Servicing with the goal of pushing my loan into foreclosure. I have sent 6 XXXX XXXX payments to them and they all have been returned which I have lost fees I have had to pay each time a payment was made. Customer service informed me that if I submitted {$6600.00} cent by XX/XX/year> that the payments would be posted and I would be able to have access to the portal to schedule my payments. The {$6600.00} cents was sent via XXXX XXXX on XX/XX/year> via 2 tracking numbers because it was to much to send as one payment. Both went out the same day. These payments were returned although the agreement was met. They sent me a Notice of Default dated XX/XX/year> stated it was sent XXXX XXXX mail but it was not received until XX/XX/year>. This indicates the Notice of Default was prepared prior to the XX/XX/XXXX. XXXX request for the {$6600.00} payment. I called customer service concerning this was told I needed to speak with the Escalation dept. the Representative returned to the call and informed me that the Escalation dept said they would not and could not speak to me. The representative said I needed to speak with a customer service supervisor which I agreed to do also asked for a call back because last time I requested the supervisor was told he was out to lunch at XXXX XXXX. The supervisor call back was never returned 2 request made. How can a mortgage servicing company lock your account where you are unable to pay and schedule online and Escalate you to a notice of default while returning 6 XXXX XXXX Payments. This is the month of XX/XX/year> and their letter of default states {$9900.00} dollars must be paid by XX/XX/XXXX to cure what they are calling a default. I spoke with customer service they are useless they can not or will not make any decisions and everyone you speak with their story is different. The last representative I spoke with this month ( XXXX ) informed me that my account is flagged with a STOP payment notice and that is why none of the payments I have sent is being purposely Not posted. In reference to the notice of default deadline of XX/XX/year> as being the deadline to stop a foreclosure I was instructed to not comply with the date they sent me that date would cause a foreclosure claim. I was told to pay the {$9900.00} dollar payment by the last day in the month. I will send several more XXXX XXXX for this amount of {$9900.00} dollars prior to the XX/XX/year> deadline as stated in their notice of default and see what happens. I expect them to reject this amount requested also and refund the payment. I feel they have strategically set up my account for to obtain a foreclosure. My escrow account balance is wrong which is causing me to over pay my monthly premium by {$88.00} because I obtained a new home insurance but they continue to charge me according to the old insurance premium. I requested an Escrow analysis twice from Onity have received neither. I was told first request that they had no escrow analysis for my account I felt they had not set up one yet. The second request for the analysis I was told it would take 10 days to obtain it we have moved past 10 days. I am keeping all information on the treatment or non servicing of this account since transferred. I have had 2 representatives tell me the XXXX XXXX payments would take 2 days to post to the account. I had another representative tell me it would take 4days to post when speaking to XXXX XXXX I was told the payment should post the same day or within the XXXX hrs. I do not know what set up ONITY mortgage has going on but I do not feel a customer should be penalized if their system has an extended time to post. The payments should be posted when delivered by XXXX XXXX. They also placed a personal refund they received from XXXX XXXX that was refunded to me due to an over payment of my property tax it should have not been placed into an escrow for property tax because I am exempt from property tax. The dashboard shows when it was received shown up as mortgage then applied to escrow. Around XX/XX/year>. The payment of over {$2000.00} should have been applied to XXXX payment or returned to me. They paid for the yearly insurance but that was after the refund was credited. The balance on the property insurance ( the new policy ) was not received according to the new insurance until XX/XX/year> although it was placed in XXXX. There are numerous complaints online about how they handle or mis handle their escrow payments. The balance between the refund they received from my property tax over payment and the money they issued for the new home policy is around {$700.00} plus not the amount they are charging. I want this notice of default cancelled and the number of days ( which will report on my credit account ) they say I am over due since XXXX XXXX ( 106 days ) but that is due to their refusing to service this account and returning payments. Predatory servicing

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