Consumer complaint received 2025-10-01 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Ocwen Financial Corporation
State: TX

Complaint narrative:
We received an overdue tax statement from the XXXX XXXX tax office in XX/XX/year>. We immediately contacted PHH Mortgage to ask why our property taxes have not been paid. They did not have an answer to as to why this happened. I was then informed to send the tax statement to XXXX. I sent the statement on XX/XX/year>XXXX XXXX XXXX XXXX XXXXXXXX. I included loan number information and my contact information in that email ( See attachment ). I checked back in on XX/XX/year> aXXXX XXXX XXXX XXXX XXXXnd they still have yet to process and send the money to the XXXX XXXX office. I was originally told over the phone in XXXX that they can take up to 5 days to process the request. Still nothing completed in XXXX. Called the XXXX XXXX XXXX XXXX directly in XXXX to verify if taxes have been paid and they stated they have not been paid. So, I contacted PHH Mortgage again in XXXX requesting a status update and they had nothing. I decided to check my account online to see if any money was removed from escrow and discovered they took {$730.00} out on XX/XX/year>. In XXXX, I received a letter from PHH Mortgage stating that I still owed a base tax amount and that they were not going to pay for it through escrow. I decided to look further into this by calling the XXXX XXXX tax office to verify if I owe taxes still. They explained over the phone that PHH Mortgage sent XXXX separate checks to the tax office, XXXX for the amount of {$730.00} and the second for {$100.00}. She explained over the phone that it appeared that PHH Mortgage paid the XXXX total amount ( {$100.00} being the late fee ). The checks were received at XXXX XXXX tax office on XX/XX/year> and the envelope 's postage date was XX/XX/year>. Therefore PHH Mortgage did not pay the correct amount that was due in XXXX which was {$990.00} which is clearly stated on the attached late notice statement. XXXX XXXX tax office stated the total amount leftover that is due was {$150.00} which is the total late fees. I forwarded all of my email communications to PHH Mortgage about all of this. I called PHH Mortgage multiple times for a status update and they informed me they paid off total amount due. Upon further review, PHH Mortgage took {$110.00} out of my escrow account to cover the amount due. They sent XXXX separate checks to XXXX XXXX, XXXX for {$110.00} and the other for {$42.00}. The {$110.00} was taken out of my escrow account on XX/XX/year>. I called PHH Mortgage back again requesting them to credit back the {$110.00} to my escrow account and they claimed that this was a base tax amount due and not a late fee. I called XXXX XXXX XXXX office yet again asking if this was correct and they stated that they spoke with PHH Mortgage directly and explained that the total amount due was {$150.00} and that this total amount was total late fees not a base tax. I forwarded email communication from XXXX XXXX tax office to PHH Mortgage of which clearly explained total amount due was late fees from not paying the correct amount in XXXX. As of XX/XX/year>, this has not been resolved.

Company response to consumer: Closed with non-monetary relief