Consumer complaint received 2025-10-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Ocwen Financial Corporation
State: OH

Complaint narrative:
Subject : Formal Complaint Regarding Mishandling of Insurance Payment and Poor Customer Service Dear PHH Mortgage Company Customer Relations/Complaints Department , I am writing to formally lodge a complaint regarding the ongoing mishandling of my commercial property insurance payment and the unacceptable customer service I have received. 
On XX/XX/year>, I received an invoice for renewing my commercial property insurance. As required, I immediately informed my Insurance Agent that the mortgage company is responsible for this payment. The agent assured me that the invoice had been sent to the insurance company. To be proactive, I also forwarded the invoice directly. 
Despite this, on XX/XX/XXXX, the insurance agent contacted me again because payment had not been made, with a due date of XX/XX/XXXX approaching. I contacted your office once more and was told, through the message center, that payment was pending. 
On XX/XX/XXXX, I received another call from the insurance company that payment still had not been received. I relayed this information to your company, and was told at that time that the payment had been overnighted on XX/XX/XXXX. I immediately informed the insurance company of this, only to be contacted again on XX/XX/XXXX stating no payment had arrived. 
After multiple calls and conversations with different representatives, I was finally told the truth : no payment had been made at all. This directly contradicts the prior information I had been given on XXXX separate occasions. The earlier statements were therefore false and misleading. 
To date, this issue remains unresolved. No one at your company has taken accountability for : The failure to remit timely payment on an insurance policy tied to my property. 
The false and misleading information provided to me as the customer. 
The lack of communication regarding any documentation your office claims was missing. 
I have held this property for nearly XXXX years, during which payments were previously made without issue. If there was an error or missing information, it should have been addressed long ago not left to put my coverage at risk.

Adding to the frustration : My repeated requests to speak with a supervisor or manager have been ignored. 
Customer service representatives provide inconsistent and inaccurate information.

Communication is further hindered due to severe language barriers, making it nearly impossible to receive clear explanations. 
This level of incompetence, lack of transparency, and refusal to take ownership is unacceptable and places me at serious risk of lapse in coverage. 
I demand immediate corrective action to resolve this matter, including : 1. Written confirmation that my commercial property insurance premium has been paid in full and on time.

2. A clear explanation for why false information was repeatedly provided.

3. A direct contact for a supervisor or manager who will take responsibility for ensuring this issue is resolved.

If I do not receive a satisfactory resolution within 7 business days, I will have no choice but to escalate this matter further, including filing formal complaints with regulatory bodies and seeking legal assistance. 
I expect your prompt attention and accountability in resolving this matter.

Company response to consumer: Closed with explanation