Consumer complaint received 2026-05-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Ocwen Financial Corporation
State: VA

Complaint narrative:
Onity Mortgage caused me financial harm with a violation of consumer finance protection regulations and a predatory deny-and-delay scheme that has denied me a fair process towards resolution. In XX/XX/XXXX, Onity Mortgage conducted an escrow analysis that appears inconsistent with RESPA and in failure of 12 CFR 1024 requirements. Onity Mortgage erroneously used my property 's {$72.00} annual stormwater utility fee in place of my real estate tax amount. Despite having record of my previous year 's real estate tax amounts, which consistently amounted to more than {$6000.00} annually, Onity Mortgage did not flag the discrepancy. In XX/XX/XXXX, Onity Mortgage unexpectedly raised my monthly mortgage payment by over 40 % in order to cover for the huge escrow shortage caused by their missteps. Following my indication of financial harm by the massive and unexpected increase in monthly mortgage payment and my request that Onity Mortage investigate the error and work constructively with me to reach resolution, Onity Mortgage engaged in a protracted deny-and-delay campaign clearly intended only to present the illusion of a resolution process. Despite the obviousness of the error, Onity Mortgage insisted on conducting repetitive and time-consuming formal reviews which consistently yielded answers that sidestepped my direct questions and insisted that no wrongdoing had been committed without providing any evidence or basis. For instance : - Onity Mortgage, XX/XX/XXXX : " the XX/XX/XXXX escrow analysis and refund were processed in accordance with regulatory requirements based on the information available at that time '' ; - Onity Mortgage, XX/XX/XXXX : " the XX/XX/XXXX escrow analysis properly incorporated the {$72.00} annual tax base. The XX/XX/XXXX escrow analysis was conducted in accordance with the Real Estate Settlement Procedures Act ( RESPA ) and applicable servicing guidelines '' ; - Onity Mortgage, XX/XX/XXXX : " the XX/XX/XXXX escrow analysis properly incorporated the {$72.00} annual tax base '' ; - Onity Mortgage, XX/XX/XXXX : " based on our review, we have determined that no error occurred ''. However, when I indicated to Onity Mortgage that I intended to submit a complaint to the CFPB, an " escalation manager '' promptly reached out and repeatedly referred to errors in both the XX/XX/XXXX escrow analysis and Onity Mortgage 's handling of the real estate tax discrepancy. For instance the escalation manager stated : - " ... the escrow analysis that was performed on the account with incorrect tax amount captured '' ; - " ... when the tax amount was captured incorrectly at {$72.00} '' ; - " ... we calculated the tax amount incorrectly as {$72.00} '' ; - " ... should have been questioned... this is an error ... ''. Nonetheless, Onity Mortgage has since denied any wrongdoing and has not taken any meaningful steps to address either its harmful violation or its predatory issue resolution process. Whether the error in the XX/XX/XXXX escrow analysis was a simple mistake or an expression of a systemic problem, Onity Mortgage has caused significant additional harm by failing to meet reasonable expectations in investigative and communicative processes, willfully ignoring evidence, issuing sidestepping responses, repeating assertions that Onity Mortgage has admitted on record are untrue, and engaging in deliberate and blatant tactics designed to prolong my inquiry and undoubtedly designed to dissuade me from seeking resolution against clear wrongdoing. The conduct from Onity Mortgage is deeply harmful and I respectfully request the CFPB 's assistance in protecting my rights as a consumer.

Company response to consumer: Closed with explanation