Consumer complaint received 2025-07-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Ocwen Financial Corporation
State: NJ

Complaint narrative:
Would like to add more about this problem it started in XXXX when I received a check back from PHH Mortgage the amount was for $ XXXX in over charge of my escrow. 
In XXXX received back from PHH Mortgage $ XXXX inn overcharge of my escrow account In XXXX they sent me my payment for year to be a lot smaller amount towards monthly payments now with my hearing problems I called company twice using 2 phones one to talk on & other was set to just microphone so I could possibly hear their response called both XXXX & XXXX of XXXX to let them know they were under charging me on my account both times they said payment was right that I was wrong That XXXX of XXXX received a letter from them that I was Short {$1700.00} in escrow didnt understand so I sent my regular payment in adding {$750.00} to bring down my monthly payments but to my surprise they only changed my payment a little which I continued to pay in XXXX I noticed my escrow was in excess again and never received a reply Got in touch with escrow department a finally a few weeks later was told my escrow account was ahead again between $ XXXX {$1400.00} ahead in early XXXX of XXXX received in a Christmas greeting that my next years payment would be $ XXXX per month then 2 days later received another Christmas greeting saying that I was behind again {$500.00} which they didnt respond to why it was going on PHH Mortgage was bought out by XXXX XXXX but was still using PHH Mortgage name but were closed a lot it theyre branches including main branch of XXXX XXXX NJ I was so mad with them when I sent in my XX/XX/XXXX payment I enclosed what went towards principal & what went towards interest I in closed letter to take out my overage in escrow to pay my reg escrow payment. When I went to check my bank account all that was credited to my account was defaced with them defacing my payment by scratching off my payment to which they never gave me a complete answer as to why they defaced my check can't add to show you what was done but I have copies of everything With new company taking over they want payments thru online service which I tried getting into 8 different times to no avail, I also now you can only try twice per day or wait 24 hours to retry which was impossible to do So I checked online as a senior citizen you have a right to request statements rather than online service which I did next with XXXX payment coming due I looked up where to send payments to & sent out my XXXX payment on XX/XX/XXXX to my surprise no one new what happened to my check for XXXX which I wound up cancelled and was told to talk to my new Relations manager were to send checks now which was a XXXX XXXX XXXX XXXX Pa without a statement I sent double payment of {$4200.00} my check # XXXX which was posted back to my account on XXXX XXXX my Relationship manager XXXX XXXX ID # XXXX informed me that payment was made short of scheduled payment of {$2100.00} which she told me I could make up difference in XXXX payment including late payment of {$110.00} so XXXX payment again was sent out on XX/XX/XXXX for total of {$2300.00} to catch up on everything finally receiveing my first statement of year for XXXX payment of {$2100.00} received on XX/XX/XXXX with payment having already been made I let XXXX know I finally got a statement even though it was late, then on XXXX XXXX I received back my payment letter for my XXXX payment which sat in Post Office over 6weeks before the sent it back to me saying that PO Box for PHH Mortgage was closed l immediately sent copy of returned envelope to XXXX & she went to her Supervisor and sent me an email saying I was allowed to deduct {$55.00} minus on my XXXX payment Next sending in my XXXX payment with my own statement because again no statement from company in letter I enclosed that {$270.00} was to go towards principal, {$820.00} towards interest, {$1000.00} towards escrow and copy of email that XXXX had given me right to deduct {$55.00} for late payment whom ever received this payment looked at just check seeing it was for wrong amount he made a copy of check and sent it back to me on XX/XX/XXXX saying we don't expect full payment checks and everything else was ripped up So will banks already being closed that day had to wait to XX/XX/XXXX to cancel that check and reissue it for same amount of {$2100.00} to another address where it was cashed back to my account on XX/XX/XXXX where it sat in limbo for not being proper amount I sent into XXXX about what happened and enclosed my email from her allowing me to deduct The {$55.00} of my payment i then sent out my XX/XX/XXXX payment on XX/XX/XXXX for {$270.00} towards principal, {$820.00} towards interest, {$1000.00} towards escrow plus extra {$300.00} towards escrow. 
Finally received another late statement saying I owed them $ XXXX in payment which they hadn't received I then looked up my check account and sent copies of checks showing payments being made but may check sent # XXXXsent in but I couldn't find copy of my check which was cashed on XX/XX/XXXX electronically which I never gave them permission to do and I let XXXX know what was done and that in no way further do they have permission to take out money from my account again next payment statement I received was for my normal payment of {$2100.00} plus them saying I owed another $ XXXX without any information why and did not show the extra {$300.00} XXXX sent going towards escrow On my XXXX payment not knowing what extra {$2200.00} + was for sent in normal payment of {$2100.00} plus extra {$100.00} enclosed for escrow I let XXXX now didn't understand why they wanted extra money why I was still paying higher esrow than I was supposed to be paying plus extra {$100.00} I sent in towards escrow not being shown anywhere that's why I contacted you for help with this account because it continues to be munipulated by them with the telling me research department is checking everything and no telling when I'll get answers and then still sending me threatening letters about missing payment which has never been explained what for this is why I filled claim with you to find out what is being done with my money Again Thanks for your time now you know exactly what going on and maybe with your help we can get this account straightened out Thanks XXXX  XXXX ps if you need any other information I have it all because not receiving monthly statements I've tried to keep up with everything myself. I Will only send in regular payments as due to this is straightened out which is very stressful in my condition XXXX, Please be advised we have yet to receive the recent payment you have sent as of this writing. Also, XXXXXXXX XXXX Supervisor has waived one late charge in the amount of {$55.00}. if you have any further question/concern, please call us at ( XXXX ) XXXX. 
This is copy of email from XXXX XXXX for allowing me to deduct {$55.00} from XX/XX/XXXX payment Thank XXXX XXXX acct # XXXX This is proof that I was allowed to make XXXX dectuctcion Biggest problem is I have hardly received any statements. 
As a senior citizen I know I have rights to receive statements or pay online. Both company and XXXX know of my request for statements only This check was for ck # XXXX with {$270.00} going to principal {$820.00} towards interest & {$1000.00} towards escrow with late payment allowed to be detected for payment for XX/XX/XXXX that sat in post office almost 7 weeks b4 being returned because of your closing PO Box This was all previously mentioned to company and XXXX with company saying they know nothing XXXX  XXXX was my relationship manager 2 ) check for XX/XX/XXXX was sent in & was cashed electronically without my permission and you do not have my permission to do so again. 
Without your statement I sent in my own statement that goes completely ignored This was for {$270.00} towards principal {$820.00} towards interest {$1000.00} towards escrow with additional {$300.00} towards escrow 3 ) On payment for XX/XX/XXXX payments which was sent on XX/XX/XXXX cashed back on XX/XX/XXXX payments of XXXX towards principal & XXXX towards interest {$1000.00} towards escrow plus extra {$100.00} towards escrow but company says they know nothing but my Relationship Manager received everything including copies of checks and when they were paid everything even without statements Now funny how she was sent everything to prove everything is totally up to date Now company changes course & gives me a new Relationship Manager what happens to XXXX even though she found out company gave me credit for {$2000.00} for overcharges against my account 4 ) payment for XX/XX/XXXX was sent in with company manipulation of my Check by scratch off what payment was for & XXXX plus asking them to take from my over escrow to make payment full Company & XXXX were sent copies of municipaled check wasnt told where anything went to later finding out check was done properly Nobody explained why this happened 5 ) Everything has turned into problems with my normal payments being between {$2100.00} - {$2100.00} normal monthly payment & that year payments were lowered too $ {$2000.00} which I called about being wrong & they kept telling me this was right My Account has been a total disaster since then and I receive no answer just that I was short for year 6 ) I believe Im again being overcharged for this year on escrow with taxes being about {$11.00} & homeowners {$970.00} which should bring payment to approx $ 2135 monthly which they have me paying {$2100.00} because of some kind of shortage even with ending last year supposed to be paid up Please answer these questions not the XXXX  that was sent as explanation last time Thanks XXXX XXXX Get XXXX  for XXXX Get XXXX  for XXXX

Company response to consumer: Closed with explanation