Consumer complaint received 2024-03-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: Ocwen Financial Corporation
State: NC

Complaint narrative:
In XXXX of XXXX my mortgage was transferred/sold by Ocwen Loan Services to PHH Mortgage XXXX In XXXX and XXXX of XXXX, they called me at work early in the month to say that my payment was not in. Since I have another mortgage since XXXX, I am very much aware that my payment is due by the XXXX of the month and late after the XXXX. The call was somewhere between the XXXX and XXXX of the month. In XXXX of XXXX, I was laid off from my job. I made payments through XXXX and times got rough. I that I sent them a payment in XXXX time frame. They sent me a letter stating that they destroyed my check and sent me a copy of it. I was behind on both of my mortgages, but the other company sent my check back and told me that I needed to send two payments. I had a credit card, so I used it to catch up both mortgages. Before that, PHH Mortgage attempted to foreclose on me, and they charged me a fee of about {$490.00} in XXXX of XXXX This was at the height of COVID 19. I am a XXXXXXXX XXXX with XXXX XXXX, but I continued looking for work. It was a very difficult time for me and my family. In XXXX, after further medical review, it was determined that I was XXXX XXXX XXXX. It was back dated to XXXX of XXXXXXXX  I started receiving benefits, so I was able to catch up on my payments. I have not been back to work, so I have missed a few payments here and there, but I have always caught up. I have not paid the fee of {$490.00}, so I believe that PHH Mortgage is telling me that I am behind so that they can collect the fee. In XXXX of XXXX a large branch from a tree in my backyard fell on the roof of the house. The Insurance Company sent a contractor out, he gave me an estimate and I sent it to the Insurance Company and the sent a check. I sent the check to PHH Mortgage for endorsement, and they held the check until XXXX of XXXXXXXX I noticed that the water stains on the ceiling were getting larger, so I asked my neighbor to put a tarp on the roof while I waited for the check from PHH Mortgage. This was late XXXX or early XXXX, before XXXX XXXX XXXX XXXX. High winds lifted the tarp and heavy rain over a period of time damaged my ceiling throughout the house. I need them to pay for that. When the contractor asked me how I was going to pay, I told him that it would be through insurance or cash. that was if the insurance company didn't pay. he wrote that at the top of the estimate. I sent the estimate to the insurance company. After receiving the check, I sent it to PHH Mortgage. They wanted the estimate information, so my insurance company sent it. I waited patiently for the check, but they would not send it. After the months started going by and about the fourth time calling, someone at the mortgage company said that they were holding the check, because I told them that I was going to pay out of pocket. I never said that to anyone except the contractor and he wrote it at the top of the estimate. My other mortgage company send me updates on my property tax payment, but I don't recall receiving that information from PHH in the last two years. I have sent bank checks to PHH and made copies, because I do not trust them. When I call their customer service, the recording states that they are a debt collector and that this is an attempt to collect a debt. My first question is why it is saying that instead of PHH Mortgage. From XXXX until XXXX, I had a good job, so I paid my bills. It's as if my mortgage was transferred or sold to them as delinquent. I know that it's not true. After all of what has transpired, I still pay my mortgage. I would like them off of my mortgage, because I don't trust them. I owe about the same amount on my other mortgage as I do on this one and this house cost less and I've been paying on the other house longer. The rate is a little higher, but I do not trust them, I really need some assistance with this matter. I believe that they are crooks! Thank you

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