Consumer complaint received 2026-01-21 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Ocwen Financial Corporation
State: VA

Complaint narrative:
PHH Mortgage Services has committed multiple RESPA violations regarding my mortgage servicing account, including untimely QWR responses, retroactive payment enforcement without proper notice, and credit reporting during dispute periods.

TIMELINE OF VIOLATIONS : XX/XX/XXXX : I submitted a Qualified Written Request ( QWR ) under 12 U.S.C. 2605 ( e ) requesting clarification on payment changes and requesting findings by XX/XX/XXXX. 
XX/XX/XXXX : PHH responded 52 days later, exceeding the 30-business-day requirement ( 45 days with proper extension ). This violates 12 C.F.R. 1024.36 ( d ) ( 2 ).

PHH 's response claimed : New payment amount of {$2100.00} effective XX/XX/XXXX Prior servicer ( XXXX XXXX ) sent XX/XX/XXXX escrow statement providing notice Escrow shortage of {$2300.00} to be spread over 12 months SPECIFIC RESPA VIOLATIONS : Violation 1 : Untimely QWR Response ( 12 C.F.R. 1024.36 ( d ) ( 2 ) ) PHH took 52 days to respond to my XX/XX/XXXX QWR, exceeding the statutory 30-day requirement plus 15-day extension.

Violation 2 : Retroactive Payment Enforcement ( 12 C.F.R. 1024.35 ( b ) ( 5 ) & 1024.17 ( e ) ) PHH claims the new payment amount of {$2100.00} was effective XX/XX/XXXX, but did not notify me until XX/XX/XXXX, XXXX days after the alleged effective date. They are holding me liable for payments at an amount I was not notified of. 

Violation XXXX : Failure to Provide Adequate Notice ( XXXX C.F.R. XXXX ( XXXX ) ) PHH claims an XX/XX/XXXX escrow statement provided proper notice, but : I submitted a QWR on XX/XX/XXXX specifically requesting clarification on payment changes This proves I did not receive or understand any prior notice PHH provides no proof of delivery of the XX/XX/XXXX statement Violation 4 : Website Display Error As of XX/XX/XXXX, PHH 's payment website still displays the old payment amount ( {$1900.00} ) instead of the correct amount ( {$2100.00} ), making it impossible to submit conforming payments per 12 C.F.R. 1024.35 ( b ) ( 1 ).

Violation 5 : Improper Extension Notice ( 12 C.F.R. 1024.36 ( d ) ( 2 ) ( i ) ( A ) ) PHH 's XX/XX/XXXX extension letter and XX/XX/XXXX substantive response were sent simultaneously. Extension notices must be sent before the 30-day deadline, not alongside the final response.

Violation 6 : Credit Reporting During Dispute ( 12 C.F.R. 1024.35 ( i ) ( 1 ) ) PHH reported XX/XX/XXXX as late in XX/XX/XXXX and XX/XX/XXXX, during the protected 60-day period following my XX/XX/XXXX Notice of XXXX. 
ADDITIONAL DOCUMENTATION : XX/XX/XXXX : I submitted a follow-up QWR detailing these violations and demanding corrective action. 
XX/XX/XXXX : PHH acknowledged receipt, stating review would take 10-30 business days. 
XX/XX/XXXX : PHH 's ERM Department confirmed they are " reviewing the concerns '' raised. 
XX/XX/XXXX : PHH sent a secured response letter ( password-protected attachment ). 
XX/XX/XXXX : I spoke with PHH representative XXXX regarding payment policy during review periods. I repeatedly asked about payment obligations during dispute investigation, but received no clear guidance.

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