Consumer complaint received 2026-06-10 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Ocwen Financial Corporation
State: SC

Complaint narrative:
I. Background & RESPA ViolationsI am filing a formal complaint against Onity Mortgage ( formerly PHH Mortgage Corporation ) for operational escrow failures, severe billing mismanagement, and timeline violations under the Real Estate Settlement Procedures Act ( RESPA ), specifically 12 CFR 1024.17 and 12 CFR 1024.35. Following a formal Qualified Written Request ( QWR ) regarding a county property tax overpayment, the servicer generated an Escrow Analysis Statement dated XX/XX/year>, which exposes systemic billing delays and deceptive document dispatch timelines. ( See Attachment XXXX ) XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/year> : I formally notified Onity of my property tax reduction and uploaded the XXXX XXXX approval letter. Onity failed to act on this official documentation. ( See Attachment XXXX ) XXXX XX/XX/year> : Despite having proof of my reduced tax liability, Onity aggressively drafted an inflated monthly payment of {$1500.00}, funneling an unnecessary {$490.00} into escrow each month to correct a previous negative account balance of - {$1100.00} caused by their own historical tracking failures. XX/XX/XXXX XX/XX/year> : I opened a second secure thread and made inquiries pushing for an escrow analysis. On XX/XX/year>, Onity explicitly promised a XXXX resolution timeline via secure messaging. ( See Attachment XXXX ) XX/XX/XXXX XX/XX/year> ( The Follow-Up Window ) : To hold them accountable to their quoted XXXX timeframe, I followed up via phone on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/year>. Instead of resolving the issue, during my final call on XX/XX/year>, an Onity representative pushed the timeline back yet again, stating that the resolution window was now an additional XXXX days. ( See Attachments XXXX & XXXX ) XX/XX/XXXX XX/XX/year> : Exhausted by Onity moving goalposts, I was forced to file a formal RESPA Qualified Written Request ( QWR ) / Notice of Error attached via secure messaging on XX/XX/XXXX to legally compel a response. ( See Attachment XXXX ) XX/XX/year> : Forced by the statutory QWR clock, Onity finally ran an interim escrow analysisfive months after my initial XXXX notificationcorrecting my payment down to {$1200.00}. ( See Attachments XXXX & XXXX ) XX/XX/year> : The physical escrow overage refund check for {$1600.00} arrived in my mailbox. The check is dated XX/XX/year> ( XXXX days before the XX/XX/XXXX XXXX XXXX XXXX ), which suggests deliberate delays in document dispatch to manipulate federal compliance deadlines. ( See Attachment XXXX ) XXXX. Pattern of Customer Service Stalls & Written Misinformation Onity Mortgage engaged in a persistent pattern of customer service evasion, misrepresenting investigation timelines to delay executing my escrow analysis and holding my funds. Had I not invoked my statutory rights by sending the XXXX on XX/XX/XXXX, Onity would still be sitting on my overpayments. I request that the CFPB compel Onity to audit all recorded phone conversations and internal routing tickets tied to this account between XXXX and XX/XX/year> to verify this pattern of customer service stalling. ( See Attachments XXXX XXXX, XXXX )

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