Consumer complaint received 2026-03-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: Ocwen Financial Corporation
State: AR

Complaint narrative:
I am submitting this complaint regarding PHH Mortgages failure to provide documentation supporting {$650.00} in unexplained fees on my mortgage account and concerns regarding the accuracy of their servicing records. On XXXX XXXX, 2026, I submitted a written request through PHH Mortgages customer messaging system asking for a complete itemized breakdown of the {$650.00} listed on my account as Outstanding Unpaid Fees, Returned Item Charges and Shortages. My request specifically asked PHH Mortgage to provide : The date each fee was assessed A description of each charge The contractual or legal authority allowing the fee Proof that notice of each fee was provided Identification of whether any of these fees were assessed during my Chapter XXXX bankruptcy case along with documentation showing they were properly disclosed and authorized On XX/XX/year>, PHH Mortgage responded stating that my request had been forwarded to their Research Department and that the review would take approximately XXXX to XXXX business days. They stated that they would respond once the review was completed. As of XXXX XXXX, 2026, more than one month later, PHH Mortgage has not provided any response, documentation, or explanation regarding these fees. My request constitutes a Request for Information regarding the servicing of my mortgage loan under the Real Estate Settlement Procedures Act ( RESPA ) and Regulation X ( XXXX XXXX XXXX ). Mortgage servicers are required to conduct a reasonable investigation and provide a substantive written response to servicing inquiries within the timeframes established by federal law. Additionally, this mortgage loan was involved in a Chapter XXXX bankruptcy case ( XXXX XXXX. XXXX ). During the bankruptcy case, my attorney, XXXX XXXX, previously contacted PHH Mortgage regarding servicing issues involving this loan. In correspondence dated XXXX XXXX, 2026, my attorney informed PHH Mortgage that payments intended to be applied to pre-petition arrears had been improperly applied to the loan principal instead. The letter requested that PHH Mortgage reverse the application of those payments and apply them according to the instructions written on the checks. This prior correspondence raises concerns about the accuracy of PHH Mortgages servicing records and whether payments and charges have been properly applied to my account. If any portion of the {$650.00} in fees was assessed during the Chapter XXXX bankruptcy case, PHH Mortgage should also provide documentation demonstrating compliance with the applicable bankruptcy disclosure requirements under Federal Rule of Bankruptcy Procedure XXXX, which requires mortgage servicers to provide notice of post-petition fees, expenses, or charges incurred during a Chapter XXXX case. To date, PHH Mortgage has not provided any documentation identifying the nature of these fees, when they were assessed, or whether they were properly disclosed. PHH Mortgage also stated in their response that their records indicate that I am currently represented by counsel, but they did not identify the attorney they believe represents me or provide any documentation supporting that statement. If this information is incorrect or outdated, it raises additional concerns about the accuracy of PHH Mortgages servicing records. Because PHH Mortgage has failed to provide the requested documentation and has not responded within the timeframe they provided, this issue remains unresolved. I am requesting that PHH Mortgage be required to : Provide a complete itemized breakdown of the {$650.00} listed as Outstanding Unpaid Fees, Returned Item Charges and Shortages. Provide the date each fee was assessed. Provide a description and explanation of each charge. Identify the contractual or legal authority allowing each fee. Provide documentation showing that notice of each fee was provided. Identify any fees assessed during the Chapter XXXX bankruptcy case and provide documentation showing compliance with XXXX XXXX of Bankruptcy XXXX XXXX. Conduct a review of the account for payment application errors and correct any misapplied payments. Provide a complete life-of-loan transaction history, showing all payments received, how each payment was applied ( principal, interest, escrow, fees, or suspense ), and the date and description of every fee or charge assessed on the account. Given PHH Mortgages failure to respond within the timeframe required by federal mortgage servicing regulations and the ongoing unresolved issues with undocumented fees, misapplied payments, and potentially inaccurate servicing records, I request that this complaint be escalated to PHH Mortgages executive resolution or compliance team for immediate review and resolution. Until PHH Mortgage provides the requested documentation and corrects any servicing errors, this issue remains unresolved.

Company response to consumer: Closed with explanation