Date Received: 2020-01-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: PHH Mortgage is reporting my mortgage payment as being late XX/XX/XXXX on XXXX 's report XXXX when there monthly mortgage statements does not reflect the same. XX/XX/XXXX report from XXXX 's report reflects 120 days late payment when I have monthly mortgage payments through XX/XX/XXXX. On XXXX XX/XX/XXXX, I forwarded PHH Mortgage a cashiers check for {$8600.00} for final payment of home after they refused to honor my request for Final Payment in XXXX & XX/XX/XXXX. This company is intentionally trying to destroy my credit by stating I am 120 days late in mortgage payments. PHH took over from Owens Mortgage XXXX XXXX while I was in Chapter XXXX proceeding which finalized XXXX XX/XX/XXXX and mortgage payments where up to date. If I could attached all monthly mortgage statements from month PHH Mortgage company took over, you will not find any LATE PAYMENT or PAST UNPAID AMOUNT from XX/XX/XXXX until XX/XX/XXXX in which payments are paid thru. This company is involved in unfavorable accounting procedure 's and destroying one personal credit. I recently had CFPB intervened on my behave XX/XX/XXXX to get final mortgage payment.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 28390
Submitted Via: Web
Date Sent: 2020-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We were just made aware of a sale date, by a realtor, there was no letter from PHH or an attorney. The loan was transferred from Ocwen to PHH in XX/XX/XXXX. The mortgage payment was received by Ocwen and processed in our bank on XX/XX/XXXX the second modification payment, this payment was made with the Ocwen automated system on XX/XX/XXXX.The statement stated ( that we did not receive ) that Ocwen would stop collecting payments after XX/XX/XXXX. The payment was made before XX/XX/XXXX and the monies were withdrawn from the bank account on XX/XX/XXXX. None of the monies paid into this process has been returned or proof that these funds have been credited to the account. We did not receive any notice of transfer and finally when we were allowed into the account, of which belongs to the owner who is now deceased, and we are still trying to correct the accounts, the grandson is trying to take responsibility for this account, we can not believe that all of the same documents that was requested by Ocwen is being requested by PHH an Ocwen company. We have submitted to Ocwen The Family Transfer Package New Homeowner Information Owner Occupancy Certification Assumption of Liability Agreement Applicant Identification Certificate Recored Property Deed transferring title from Estate of XXXX to XXXX Driver 's License Picture Proof of homeowner 's Insurance Evidence that you are a relative of the borrower Now we have submitted three modification packages to PHH with no response but another request for a Family Transfer Package, we completed all of these documents with Ocwen. Ocwen said we had to do the Family Transfer, the assumption package and then the modification. While we are trying to find out what we really need to do to bring this loan current we are facing another sale date XX/XX/XXXX. When you call PHH all of the calls are circular We have tried to make sense of what we can do to save this family home, we have call and spoke to just to name a few XXXX, XXXX, everyone tells you something else and when you call back no one knows what you are talking about. They make appointments they do not keep. First when we were able to speak to someone in PHH, they had already closed the modification. We received mail from Ocwen who was already no longer servicing the loan? The money was taken from the bank account on XX/XX/XXXX, according to the letter that we requested concerning the change of servicing it stated that Ocwen would not accept any payments received after XX/XX/XXXX, they did receive the payment before and debited the bank account. Please help us save this home. Thank You
Company Response:
State: NY
Zip: 11727
Submitted Via: Web
Date Sent: 2020-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please help me with my mortgage company refusal to reduce my account by {$49000.00} due to late payments in XX/XX/XXXX. I was 91 days late due to financial difficulties and was never informed that my account had XXXX surplus all along during that time period. They refunded a check for {$9100.00} in XXXX, XXXX. I have contacted them and they refuse to understand that my account was never in default so they want to keep {$49000.00} which is a great sum of money. Please help me. My account has been current up to the present. Thank you, XXXX XXXX
Company Response:
State: FL
Zip: 33156
Submitted Via: Web
Date Sent: 2020-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I contacted the company in XXXX and early XXXX seeking a way to work things out. I was informed by XXXX seeking to cut a deal with me to buy the home that it was in foreclosure and a sale date was set up. PHH says that an attorney sent me a demand letter but I haven't ever got a demand letter. I sent in a complete package to PHH by fax on XX/XX/XXXX and asked them to consider a forbearance or workout plan as for I have a contract closing in XXXX/early XXXX that will pay the loan current. I spoke with XXXX XXXX, a relationship manager, on XX/XX/XXXX and told him about a PHH letter to me on XX/XX/XXXX that I got in early XXXX. The letter says they have to look at all options with complete data by XX/XX/XXXX. I'm afraid the lost letters from an attorney, the timetable PHH gave me, and a time to cure the deficiency will case me to lose my home to gentrification. I've been a homeowner for 25 years.
Company Response:
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our Mortgage servicer was transferred from Ocwen to PHH early XX/XX/XXXX. We fell behind on payments because we had a sewer back up twice and a burst pipe. Neither were covered by insurance and those problems had to be fixed. We were 85 days behind on on our payments when we were finally able to start making payments again. We made an electronic payment through our bank in late XXXX. PHH returned the payment via check 3 weeks later and a notice stating they required {$2300.00} to cure the default. We borrowed money from our parents and sent them a check for the requested amount, along with a copy of the notice stating the amount they required and why. This was sent to them on XXXX. On XXXX we received many mail parcels from realtors and attorneys wanting to buy our home before the foreclosure auction set for XXXX. I called PHH to find out what was going on. Our relationship manager wasn't available so I left him a voice mail and called back to speak with the next available relationship manager. I was advised that they had received our check and that it was in process and would post to our account. On XXXX, a foreclosure notice from XXXX XXXX ( representing PHH ) was taped to our mailbox letting us know our home was sent to his office to handle the foreclosure sale. That same day we received a letter from PHH via regular mail that our mortgage was referred for foreclosure. I called PHH again on XXXX and left a message for our relationship manager, XXXX XXXX. On XXXX, I filled out a request for mortgage assistance on the PHH portal for borrowers. I kept checking the website for the review of my request to be approved by our relationship manager so we could fill out and submit an assistance package. Our relationship manager never returned my call or email. Nor did he respond to our request for assistance via the PHH portal. On XXXX, PHH returned the {$2300.00} check we had sent them and stated their reason for returning the check was due to it being insufficient to cure the default. A copy of their own letter stating the amount needed to cure the default was included with the check when we sent it to them. The check was the exact amount they had requested but they sent it back a month later and referred our mortgage for foreclosure anyways. We started to get many harassing calls from realtors. So many calls that our voice mail filled up in less than 24 hours. Since my messages went unanswered and when I called PHH, no other relationship manager knew what was going on. Also on XXXX, I sent an email to PHH customer service, the modification department and my relationship manager asking for help with the assistance application we had found online. We got no response so I sent it again on XXXX and XXXX. I then called them and was advised that our assistance package was received. On XXXX, the online PHH assistance portal showed that our package was received and in review. We were granted a trial repayment plan and were to make our first payment XXXX. I mailed them a check. Due to pages in our checkbook being stuck together, I couldn't find what i thought was our missing check so I cancelled the check. Again, because the checks in my checkbook were stuck together, I hadn't realized I cancelled the check I had written to PHH for our first payment. I called PHH on XXXX and told them about the check I had cancelled. I was told I could make an electronic payment that would post right away. I made the payment through my bank and it was to post no later than XXXX. On XXXX, I received notice from our bank that PHH tried to cash the cancelled check for the second time. I called PHH back to make sure our payment posted and I was told that it did. On XXXX we received a call from PHH but no message was left. I called PHH back and our relationship manager was not available so I spoke with the next available. She said her name was XXXX and had very XX/XX/XXXX English and she didn't seem to understand it very well either. She kept saying all payments were returned, including the electronic payment, on XXXX. I told her that the electronic payment was not returned and she said that PHH had reversed it back to my bank on XXXX and to contact my bank if it wasn't showing on my bank account. I called my bank and they advised that the payment was not returned by PHH. I called PHH back and was advised that they show the payment posted to our PHH account on XXXX. I told them it shouldn't have because the check payment was cancelled and the electronic bank payment wasn't made until XXXX. I was told to have my bank fax proof of payment so make sure our payment got posted correctly. I had my bank fax proof of payment with an auth number, trace ID and verification of submission. I called PHH back to make sure they received the fax from the bank and I was told they did. I had to take XXXX hours off of work to have this done. On XXXX we received a letter stating that our XX/XX/XXXX payment hasn't been received and that our check was returned. I called PHH back and spoke with another relationship manager, XXXX. He told me that our payment had posted and our next payment due was XXXX and asked if I wanted to set up that payment. I told him I did so he tried to set it up and he kept getting an error. He told me to call back after XXXX or to mail our payment in. I mailed the payment in on XXXX. PHH has not cashed that check and on XXXX, we received a letter from them, with a copy of our XX/XX/XXXX payment ( dated XXXX ), stating that the check was being returned because it was not enough to cure our default. We have also started receiving calls from realtors again and PHH 's rep, XXXX XXXX has scheduled our home for foreclosure auction on XXXX. PHH is not allowing any online access to our account, they are not returning phone calls or emails. We started sending emails so we had proof of our attempts at trying to get answers and resolution to our account. PHH has referred our home for foreclosure 3 times when they shouldn't have. proper notice was not given by them, they will not send any statements or allow online account access and they will not speak with us or return calls and emails. PHH also had the wrong phone number listed on our account when it was transferred from Ocwen to PHH. They claimed to not be able to reach us via phone but the first time they referred our account to foreclosure, their rep XXXX XXXX, made public our correct private cell number on the foreclosure listing without our permission. How did XXXX XXXX get the correct phone number if PHH didn't have it? It's not a public number and the cell phone account isn't even in my name or linked to this address.
Company Response:
State: MI
Zip: 481XX
Submitted Via: Web
Date Sent: 2020-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been contacting OCWEN MORTGAGE, PHH MORTGAGE, AND XXXX, to no avail, I have expressed concern about the EXTENT OF THE DAMAGE TO THE HOUSE, SEVERE TERMITE INFESTATION, MOLD, AND MILDEW. I continued to make over {$22000.00} dollars in MORTGAGE PAYMENTS FOR A HOUSE THAT IS UNDER WATER, I have called over ten backs, to get approved for a loan for refinancing, I was told by each lender that the HOUSE had to be RENOVATED FIRST, THE HOUSE FLOODED IN XX/XX/XXXX, I still continued to make payments. I am living in a house that has been DEEMED TO BE UNINHABITABLE AND UNSAFE, DUE TO THE STRUCTURAL INTEGRITY OF THE HOUSE. I HAVE INVESTED TO MUCH TO WALK AWAY FROM THE PROPERTY. I DID NOT HAVE FLOOD INSURANCE. I HAVE BEEN IN THE HOUSE FOR 24yrs. I have submitted the pictures of the damage caused by the TERMITES. HOWEVER, THE ONLY THING THAT THE MORTGAGE COMPANIES WERE INTERESTED IN WAS THE MORTGAGE MONTHLY PAYMENTS. I ALSO SUBMITTED SUPPORTING DOCUMENTATION OF MY WORK RELATED INJURIES THAT I SUSTAINED ON THE JOB WORKING FOR XXXX XXXX XXXX. I HAVE BEEN WAITING ON HELP FROM THE RESTORE LOUISIANA PROGRAM. IF I WOULD HAVE GOTTEN HELP FROM THE RESTORE LOUISIANA PROGRAM, I COULD HAVE FIXED THE HOUSE, AND SOLD IT, AT MY CHOOSING. I WAS TOLD THAT OCWEN MORTGAGE, PHH MORTGAGE, AND XXXX, HAVE NO DESIRE IN HELPING THE HOMEOWNERS, KEEP THEIR HOMES FROM FORECLOSURE, BECAUSE THEY GO TO THE AUCTIONS AND BID ON THEM THEMSELVES. I WAS NEVER OFFERED THE CHANCE TO REFINANCE BY THE MORTGAGE COMPANIES INVOLVED, NOR WAS I GIVEN THE CHANCE OF A LOAN MODIFICATION, OR A CHANCE OF FORBEARANCE, ALL PARTIES MENTIONED ARE AWARE OF THE HOUSE FLOODED IN XX/XX/XXXX. THEREFORE, NO LENDER WILL REFINANCE, NOR WILL OCWEN MORTGAGE, PHH MORTGAGE, NOR NEWREZ. I CONTACTED PHH MORTGAGE ABOUT MY INTEREST IN LOAN MODIFICATION IN XXXX, I ASKED IF THEY COULD SEND THE PACKET TO MY EMAIL ADDRESS, I WAS TOLD THAT THE PACKET COULD NOT BE EMAILED. I WAS TOLD AT THAT TIME THAT I COULD GO TO THEIR WEBSITE FOR THE LOAN MODIFICATION PACKET, I TRIED, I GOT TWO EMPLOYEES AT THE PUBLIC LIBRARY TO HELP TO NO AVAIL. TODAY IS SUNDAY XX/XX/XXXX, AND I AM STILL WAITING FOR THE LOAN MODIFICATION PACKET, TO ARRIVE IN THE MAIL. HOWEVER, BEFORE I FORGET I ASKED ONE OF THE AGENTS WITH PHH MORTGAGE ABOUT MY INTEREST IN REFINANCING WITH PHH MORTGAGE, I WAS TOLD BY THEIR OWN AGENT THAT THE HOUSE HAD TO BE FIXED FIRST. I EXPLAINED TO THE AGENT, THAT IF PHH MORTGAGE WOULD NOT REFINANCE, HOW WOULD THEY EXPECT ANOTHER LENDING COMPANY TO REFINANCE. I MUST ADD THAT I HAVE RISKED MU HEALTH STAYING IN THE HOUSE, BECAUSE IT HAS AFFECTED MY HEALTH, THIS WAS AND HAS BEEN ADDRESSED. I HAVE BEEN STAYING BUT I REFUSE TO LET MY CHILDREN BE SUBJECTED TO THE HEALTH CONCERNS. I AM ALSO STAYING TO PREVENT SQUATTERS FROM DWELLING IN THE HOUSE. I WAS TOLD THAT THE LOAN MODIFICATION PACKET HAD TO BE RETURNED WITHIN THIRTY DAYS. I SUBMITTED A CLAIM PRIOR TO THIS CLAIM, AND I DO NOT SEE ANY DIFFERENCE THAT IT HAS MADE. I WAS TOLD THAT IN THE PREVIOUS YEARS CONSUMER FINANCIAL PROTECTION BUREAU, WAS LIKE XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 708XX
Submitted Via: Web
Date Sent: 2020-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Please see below for copy of letter that I will be sending to PHH mortgage the current servicer of my loan. I have contacted Ocwen the prior servicer and PHH once before. " This is the third letter sent regarding Trustee/Title fees in the amount of {$820.00} that were added to my mortgage amount AFTER my loan was modified. The modification documents were drafted and sent to me and bear my signature with a date of XX/XX/2018 with the first modified payment due on XX/XX/18. I spoke to Ocwen Loan Servicing customer service department when these fees were first added and explained to them that it is a lending violation to add fees related to the modification after the modification has been completed and signed by both the borrower and the mortgage servicing company. After this discussion, those fees were removed from my statement but appeared again on Ocwen Loan Servicing statements and now the fees are showing on the statements from you. The fees should have been a write off for the servicer as non-recoverable. Please review the modification agreement that was executed by both Ocwen and I and you will see that the fees were not part of the modification agreement and should be removed. I am requesting again that you remove these fees as I should not be responsible for fees that were billed to the servicer after the modification agreement was executed. I have sent a copy of this letter to both the Attorney Generals office and the Consumer Financial Protection Bureau to assist. Thank you for your attention to this matter and I look forward to hearing from you. ''
Company Response:
State: AZ
Zip: 85286
Submitted Via: Web
Date Sent: 2020-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Re ocwen loan XXXX I made my payments with Ocwen. Payments were missapplied. I called several times and was told there was no error. I finally reached a supervisor that said the matter was corrected. My bill was not correct for over four years. It was not corrected and an amount was demanded I did not owe and my house was placed in foreclosure. I tried several times but to no avail. I asked for a correct amount to pay and the amounts of money asked for the representatives could'nt justify.
Company Response:
State: NY
Zip: 11967
Submitted Via: Web
Date Sent: 2020-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a conventional 30 year fixed rate mortgage with XXXX with coupon based payments. I am in the process of refinancing my mortgage with XXXX. Part of the underwriting process includes requiring a mortgage statement from the current lender, XXXX. I called XXXX to request a statement and was told that because I have a coupon book, they are unable to provide a statement. This appears to violate 1026.41 Periodic statements for residential mortgage loans ( e ) ( 3 ) ( iii ) " Makes available upon request to the consumer by telephone, in writing, in person, or electronically, if the consumer consents, the information listed in paragraph ( d ) ( 2 ) through ( 5 ) of this section ; and ''
Company Response:
State: VA
Zip: 20152
Submitted Via: Web
Date Sent: 2020-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX is my current mortgage servicer, previous servicers were Ocwen Mortgage Service and PHH Mortgage. I'm having problems acquiring mortgage assistance. I have been denied several time by all servicers of which they are one in the same. My mortgage history in their files is incorrect and servicing notes. Documents from XXXX states I was denied because there was 3 previous modifications. I have only had 2 modification never received a 3rd modification. Ocwen provides misleading information and they are refusing to work with me to save my home. I do not want to lose my home to foreclosure, received foreclosure notice foreclosure attorney who is working on behalf of my mortgage company. Tennessee law requires the homeowner to be given 30 day notice by mail prior to the sale, also the public notice was not published for the number of days per the Tennessee Code Annotated. Never received and acceleration of the note correspondence which reflects amount owed on mortgage from foreclosure attorney office or my new mortgage servicer XXXX. the mortgage servicer records or inconsistence because of the changes with the company. Ocwen is under monitoring with the Federal Consumer Protection Agency PLEASE HELP
Company Response:
State: TN
Zip: 38017
Submitted Via: Web
Date Sent: 2020-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A