Consumer complaint received 2025-01-14 00:00:00
Product: Mortgage — VA 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: MI

Complaint narrative:
I have contacted PHH Mortgage on multiple occasions, including XX/XX/XXXX secure message, XX/XX/XXXX secure message with proof of payments, XX/XX/XXXX secure message, XX/XX/XXXX secure message, XX/XX/XXXX secure message, XX/XX/XXXX phone call with XXXX XXXXXXXX name XXXX, XX/XX/XXXX phone call with XXXX  XXXX, to dispute these inaccuracies. However, the company has failed to conduct a thorough investigation or correct the errors in a timely manner, as required under the Real Estate Settlement Procedures Act ( RESPA ) and other applicable laws. 

Through multiple secure messages and phone calls we have provided proof and requested accounting errors to be fixed, we have disputed all claims that we owe any missed payments. We showed our bank statements showing every single on time payment. We've tried lengthy phone calls and had everything escalated to the highest levels they've pushed the issue to. We were told the cashier department needed time to investigate and we were given a date they'd respond and they have not. During all of these disputes they decided to report our account to the credit bureaus as delinquent when it is not. Every day we see multiple accounting activities happening on their website that are false accounting errors. It looks a mess and someone is mishandling our loan. Phh only recently bought our loan From benchmark mortgage capitol and XX/XX/XXXX was our first payment t with PHH. So we thus provided bank statements showing automatic ach deposits every month since XXXX of XXXX. The escalation management saw the accounting errors and was perplexed at what was going on as he confirmed all of our on time payments. Multiple times a week since XX/XX/XXXX strange accounting activity shows on our portal on their website. For example : misapplied funds, payment reversals, mortgage curtailment. None of these exist on our end and I explained someone on their side of accounting is messing around with activity on our account. We confirmed with our bank there are XXXX funds that were reversed or refunded to us. I am concerned our loan is being extremely mishandled by phh mortgage corporation with lack of resolution to something that should be simple. They see our payments they have no right to say we have not paid on time every month. This could be fraudulent activity by PHH or management from within their cashier department at this point. We have filed a formal complaint through certified mail to the company requesting they fix all accounting errors and provide written explanations on how this happened and how they will prevent this from happening as well as to fix our tax end of year document and credit reports they damaged. The emotional distress and time we havr wasted of our lives dealing with their errors is frustrating and disheartening. Please help us get the company to do the right thing and protect us from their mishandling of our loan.

Company response to consumer: Closed with explanation