Consumer complaint received 2025-07-17 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: NV

Complaint narrative:
I have wasted hours on this so I will copy and paste the emails we have been having with PHH mortgage. XXXX XXXX is my authorized insurance agent, leading the charge on these issues she assures me are legitimate. Please read from the bottom to the top : Dear XXXX, We apologize for the inconvenience that this matter may have caused you. 

We have submitted a comprehensive review and audit request to our Homeowners Insurance Department. We will notify you as soon as we receive an update regarding the outcome.

Should you have any further concerns, you may email XXXX or contact XXXX directly toll free at ( XXXX ) XXXX, select Option XXXX, Extension XXXX during the following hours : Monday Friday XXXX XXXX XXXX Original Message Follows XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX From : XXXX To XXXX XXXX  Department XXXX Cc : XXXX Subject XXXX Re : Important Account Information Date : XX/XX/XXXXXXXX  XXXXXXXX XXXX XXXX Both I, the homeowner, and XXXX my authorized insurance agent have called and left messages with XXXX on multiple occasions, I, on Friday and Monday and XXXX this XXXX. Your canned and vague response below can only be translated to we at PHH really dont care, at all. XXXX has not gotten back to either of us. We are requesting reassignment to XXXX  supervisors since it is clear he can not handle this task. Until that happens we will cease communication - the ball is in your court. If we dont hear from you by Friday, XX/XX/XXXX before XXXX  XXXX my attorney will be reaching out to you Monday, leading the charge with misappropriation of escrow funds among other clear violations that Ill be reporting to CFPB, the CA Attorney General, HUD , and the DOJ . 

You have been the worst, XXXX On XX/XX/XXXX, at XXXX XXXX XXXXXXXX wrote : From : XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX XXXX  To : XXXX Subject : Fw : Important Account Information From : XXXX XXXX Sent : Wednesday, XX/XX/XXXXXXXX XXXX XXXX  To : XXXX  Department XXXX Subject : Re : Important Account Information I reviewed the appraisal and the item listed as guest house and the photos. 

The pictures do not show any cooking facilities so it doesn't even qualify as a guest home. 

PLEASE REVIEW THE DECLARTATIONS PAGES THAT HAVE BEEN PROVIDED FOR THE FARMERS POLICY AND THE CALIFONRIA FAIR PLAN POLICY.

Its covered. 

XXXX From : XXXX  Department XXXX Sent : Wednesday, XX/XX/XXXX XXXX XXXX To : XXXX Subject : Important Account Information Dear XXXX, XXXX XXXX XXXX XXXX requirement is based on the XXXX loan originations appraisal. Please see the attached document for your reference. To open the file, please use the last four digits of the primary borrower 's Social Security number ( SSN ). 

To have it canceled, we need an appraisal which that shows pictures, and reflects that the external structure is no longer existing along with an explanation on what happened to the said structure. 

Should you have any further concerns, you may XXXX or contact XXXX directly toll free at ( XXXX ) XXXX, select Option XXXX, Extension XXXX during the following hours : Monday Friday XXXX XXXX XXXX Original Message Follows XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Department XXXX Subject : Re : URGENT : XXXX Important Account Information Date : XX/XX/XXXX XXXXXXXX XXXX XXXXXXXX Please remove the force placed insurance on " XXXX house '' Under the Farmers Policy for the address XXXX XXXX Highway XXXX, XXXX XXXX XXXX XXXX XXXX ) Dwelling Extension covers any DETACHED STRUCTURE. 
Coverage is automatic at 10 % of dwelling coverage which puts the dwelling extensions at XXXX. 

On the California Fair Plan ( XXXX XXXX XXXX XXXX  ) I ENDORSED Separate Structure coverage on the Fair plan policy at XXXX There is no rented unit on the property. There is no XXXX  on the property. You can order an appraisal at your cost to verify that there are not any rented buildings. 
There is coverage that does in fact cover " rented to others '' on his XXXX policy that can be added or endorsedIF that was the case. In this case it DOES NOT APPLY TO THIS HOME From : XXXX  Department XXXX Sent : Monday, XX/XX/XXXXXXXX XXXX XXXX XXXX  To : XXXX ; XXXX Subject : Important Account Information Dear XXXX, Thank you for your recent inquiry. 

Our attempts to reach you to discuss your inquiry have been unsuccessful. 

Please be advised that the attached XXXX property appraisal reflects/ lists a guest house as an external structure of the property. It also provided photographs as documentation of this guest studio/guest house. Hence, we need to determine what happened to this guest house/guest studio and present us with a current appraisal confirming it is no longer existing. 

To safeguard the information, the attached document is secured. The password to use is the last four digits of your Social Security Number ( SSN ).

Should you have any further concerns, you may email XXXX or contact XXXX directly toll free at ( XXXX ) XXXX, select Option XXXX, Extension XXXX during the following hours : Monday Friday XXXXXXXX XXXX XXXX

Company response to consumer: Closed with explanation