Consumer complaint received 2020-10-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ocwen Financial Corporation
State: CO

Complaint narrative:
Once again PHH is failing to properly service my mortgage. Currently they are failing to apply my payments to my account or offer any explanation as to why. PHH received my XXXX payment on XX/XX/XXXX, I have the signed return receipt from the post office that shows the date they received it. On XX/XX/XXXX and again on XX/XX/XXXX I received emails from PHH informing me that they have not received payment and my home is in danger of foreclosure. On XX/XX/XXXX I sent a qualified written request asking for an explanation of what was done with the payment they received on XX/XX/XXXX. To date I have not received any response or acknowledgment that this qualified written request was received. Per the return receipt it was received by PHH on XX/XX/XXXX. 
In the beginning of XXXX I sent another qualified written request concerning people coming to my home and taking photos. Since XXXX of this year people have been coming to my home, taking photos, walking around on the vacant land and even driving up my driveway. All areas are clearly marked private property. During XXXX and XXXX there were numerous different people here doing these things. At least once per week someone was here taking photos. Some weeks there were several different people. Since XXXX there has been only one person that I am aware of coming and taking photos. This person is here almost every week. There have been occasions when its been less than a week between visits. PHH mortgage has told me that they have a right to check on their investment, my home, so I believe these people are coming here on behalf of PHH. I also believe that weekly or even monthly visits are very excessive. This feels more like harassment than a mortgage company checking its investment. I currently have another property and mortgage with another company, and in the ten years I have had that mortgage I dont think anyone has ever gone to the house to take photos. I am attaching photos to show what it looks like when this person is here. It is very disturbing and invasive. 
At the beginning of XXXX I sent PHH a qualified written request asking if these people have been here on behalf of PHH. I also asked if I am being charged for all of these visits. I requested a statement showing any charges that have been added to my account for these visits to photograph my home. To date, XX/XX/2020 I have not received any response from PHH. Per RESPA, mortgage servicers are required to respond in writing within five days of receipt of a qualified written request or notice of error. It has now been over 30 days since they received my first request and I havent gotten any response. I have sent a second qualified written request for the same information. 
I would like to know what has been done with my XXXX payment and my XXXX payment since that hasnt yet cleared my bank either. I would also like to know if these people photographing my house are here on behalf of PHH and if so am I being charged? Please send a statement showing all charges if I am.

Company response to consumer: Closed with explanation