Consumer complaint received 2024-07-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Private mortgage insurance (PMI)
Company: Ocwen Financial Corporation
State: WA

Complaint narrative:
My mortgage provider is PHHMortgage. 
XXXX. Before XX/XX/XXXX, I paid more money to my principle to meet XXXX % Loan to Value ( XXXX ) so that I can remove my PMI from my account. I calculated the XXXX based on my original property value " {$750000.00} '' from the appraisal report when I close the loan. At that time, my loan balance is " {$600000.00} ''. So the XXXX is XXXX  % XXXX. On XX/XX/XXXX, I called XXXX to remove my PMI from my account. 
XXXX. On XX/XX/XXXX, my monthly payment for PMI was paid with amount - {$210.00}. 
XXXX. On XX/XX/XXXX, I received a letter document electronically. The date on the letter is XX/XX/XXXX. And in the letter, XXXX said I can not remove my PMI from my account, because " Based on the current principal balance of {$600000.00}, original closing date of XX/XX/XXXX and original value of the property of {$700000.00}, the following list outlines the available options for PMI removal. Note : The original value is defined as the lesser of the sale price of the property or the appraised value at the time of loan origination. In the case of a refinance, the term means the appraised value used to approve the refinance transaction. The current XXXX to XXXX ( XXXX ) is XXXX %. '' XXXX. On XX/XX/XXXX and XX/XX/XXXX, I didn't argue this wrong original property value at that time. I just paid more money to my account to meet the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXe letter. 
XXXX. On XX/XX/XXXX, I called PHH to remove my PMI from my account and told them the property value from the letter they sent to me is wrong, and also told them I already paid more to my principle to meet their " wrong requirement ''. And ask them to remove PMI from my account and I will not accept any payment related PMI after that day. 
XXXX. On XX/XX/XXXX, a charge from my escrow account with title " Mortgage Insurance Disbursement '' and amount " - {$450.00} '' happened without any previous notice, cost breakdown and explanation. 
XXXX. On XX/XX/XXXX, I called PHH to ask them clarify what's the cost for the amount " - {$450.00} '' and how did they calculate this value. They said they will research and give me an update. I requested PHH to refund this " {$450.00} '' to me because any payment related to PMI after XX/XX/XXXX is not acceptable for me. The reason is it's PHH mess up my first PMI cancellation request, they used the wrong original property value to calculate the XXXX. I should not pay for their fault. Their escalation manager admitted this is their fault, and he will submit the refund request on behalf of me to their PMI department, and he will call me back when there is any update. 
XXXX. On XX/XX/XXXX, I received a letter document electronically. The date on the letter is XX/XX/XXXX. This letter is the private mortgage insurance notice to confirm the PMI on my account has been cancelled. 
XXXX. On XX/XX/XXXX, I received a callback from that escalation manager, he said PHH PMI department reviewed my case and said the original property value on the XX/XX/XXXX letter is correct. It is calculated based on the new market value. So the refund request is rejected. I did not accept this answer, and also asked him to provide me the breakdown of the last payment " - {$450.00} '' how did PHH get this value. He said if I do not accept the answer, I can email their research department to appeal. And for the breakdown, he will investigate and provide the document to me. 
XXXX. On XX/XX/XXXX, I emailed their research email with the details what happened, and ask for the refund {$450.00}. 
XXXX. On XX/XX/XXXX, I received a notification from their research department and said they will research internally and give me an update within 30 days. 
XXXX. On XX/XX/XXXX, I received a call back from the escalation manager, he said the " - {$450.00} '' was the final payment calculated by XXXX  month 's regular payment amount. He said every month payment for PMI is for last month. E.g. the payment on XX/XX/XXXX is for XXXX, so this " - {$450.00} '' is for XXXX and XXXX as a " final payment ''. I said even it is calculated for XXXX month payment, the amount number is not right, XXXX is not equal to {$450.00}. I requested him to provide me the formal documentation with the breakdown of this cost, he refused and asked me to email their research department to get such breakdown document. I complained this is PHH 's responsibility and my right to know the detail for each payment. The escalation manager just refused my request and kept asking myself to get it through writing request to their research email.

Company response to consumer: Closed with explanation