Date Received: 2022-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XX/XX/XXXX, I refinanced my mortgage loan with XXXX XXXX. Under the contract, I was required to provide proof of homeowner 's insurance to XXXX XXXX, which I did ( see Exhibit A attached hereto ). Thereafter, XXXX XXXX assigned the loan to be serviced by PHH Mortgage Services ( PHH ). On or about XX/XX/XXXX, PHH mailed me a letter indicating that I never provided it with proof of homeowner 's insurance for the period of XX/XX/XXXX, through XX/XX/XXXX, and that they would buy insurance for that period for me if I did not provide proof of insurance for that " lapse period. '' Despite the fact that I provided proof of insurance to PHH 's predecessor, XXXX XXXX, I obliged PHH 's request and sent proof of insurance for the requested period ( see Exhibit A attached hereto ). Nonetheless, PHH billed my escrow account for {$1200.00} for the insurance policy for the " lapse period. '' No such " lapse period '' ever existed. Proof of insurance was provided to XXXX XXXX ( PHH 's predecessor ) at the time the loan originated as was required under the terms of the loan. PHH nonetheless billed me for the insurance policy and refuses to refund the amount. I re-submitted the proof of insurance, and PHH still has taken no action. Additionally, the loan contract with XXXX XXXX, which is now binding on PHH, does not authorize PHH to retroactively purchase allegedly " lapsed '' insurance. ( See Exhibit B - the attached portion of the contract with XXXX. ) The contract does permit XXXX or its successors to purchase hazard insurance prospectively if such policy is in danger of expiring, but that is the only instance in which XXXX or its successors are authorized to buy insurance on behalf of the consumer.
Company Response:
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2022-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had major issue with Ocwen mortgage as y loan servicing, and now they are PHH, same bad practices. But recently I had to file bankruptcy to protect my home, I purchased my home in 2007 for $ XXXX, had a refi with Ocwen which actually was a modification after was completed, and they charged me {$20000.00} after applying the payments I continued to pay into a type of escrow, I called XXXX and was advised to refinance and leave Ocwen. I tried to leave with 3 different mortgage companys but they had to stop my refinancing due to Ocwen failure to send a valid payoff. Now I have had to file bankruptcy due to the loan servicing in XXXX my bankruptcy balance with PHH is {$56000.00}, loan balance is {$240000.00} and a negative escrow of over {$12000.00} ( not sure what for ) so I owe PHH {$50000.00} more than what I narrowed in 2007, my payment that was agreed in bankruptcy was my 2007 payment of {$1600.00} but they bill me every month twice that? Is the only way to get help with the Utah Attorney General? How do I protect myself and not loose my home when I have proven several times I can make my payment but they continue to XXXX me over? I need help! I am a single mom and cant afford to loose my equity and at the same time I dont deserve to loose my equity in over inflated fees?!?!!
Company Response:
State: UT
Zip: 84092
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to get my account reviewed for a modification since XXXX of XXXX. I have sent in complete packets including a completed Borrowers Assistance form with supporting documentation. For 5 months now, I can not speak with my account manager because each time I call in, I speak to a foreign representative in either XXXX or the XXXX who refuses to let me speak with a manager or someone in the USA. I have scheduled numerous appointments for a " Relationship Manager '' to call me back, and not once have I had anyone in charge of my mortgage give me a call. This is ridiculous. I am trying to modify my mortgage, to keep my home, and no one is reviewing my account. I am tired of sending in bank statement and pay stubs every single month just because this company refuses to review my account in a timely manner and refuses to let me speak to a relationship manager. Below are detailed accounts of my interactions with PHH in the last month : XX/XX/XXXX, XXXXXXXX XXXX NOTE [ n ] - Called PHH, to confirm bank statements were received, foreign rep refused to transfer me to a representative in the USA. After 20 minutes of asking an overseas representative to speak with a relationship manager for MY HOME mortgage, I was finally transferred to a representative in the USA. I asked this representative if I could speak to my account manager XXXX XXXX XXXX and she said no. In almost 6 months now, I have not been able to speak with this person, nor has she reviewed my 6 months worth of documents. The rep said she will schedule a time next month for the relationship manager to give me a call. XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called PHH, bank statements and pay stubs were uploaded today. bank statements are very faint, small and hard to read. Rep asked that we resend the bank statements with the deposits only circled. Will email them over today. XX/XX/XXXX, XXXXXXXX XXXX NOTE [ n ] - Emailed highlighted bank deposits & pay stubs for XXXX and XXXX to PHH. XX/XX/XXXX, XXXXXXXX XXXX NOTE [ n ] - Called PHH to confirm if the account was in review. Account is now represented by an attorney. Still need one pay stub of new cycle for XXXXXXXX XXXX. Want clarification for XXXX dash income, need to circle and write XXXX next to deposits on the bank statements. XX/XX/XXXX, XXXXXXXX XXXX NOTE [ n ] - Called PHH to confirm bank statements were received and in review, rep said that they were received and in review. Advised to call back in a few days to see if there are any missing docs. XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Emailed and faxed XXXX XXXX XXXX bank statements to PHH. Email : XXXX Fax : XXXX XX/XX/XXXX, XXXXXXXX XXXX NOTE [ n ] - Called PHH, asked to speak with a rep in the USA. Told rep that this is the second time we were promised a call from the account manager and have not received it. Rep said that she is an account manager so she would be able to help. Told her that we have submitted documentation since XXXX of last year and month after month the documents have fallen out of review. Said everything is good except they need 1 pay stub or 2 months of bank statements to show consistent income from XXXX XXXX. Said other than that, nothing else is needed. XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called PHH, spoke with someone in the USA, told them that I need ti speak with the account manager TODAY as I was supposed to receive a call from them yesterday and I didn't. Rep said that the next available time would be XX/XX/XXXX, I told her absolutely not, I need to speak with someone in that department today. She said the best she can do is schedule a call with another person on that team for tomorrow at XXXXXXXX XXXX XX/XX/XXXX, XXXXXXXX XXXX NOTE [ n ] - Called PHH, they are requesting additional docs. Requesting one recent pay stub, 2 most recent bank statements showing XXXX income. Told the rep we have already sent all of this in but it is all going to continue to fall out since they never review the docs in a timely manner. Asked rep to transfer me to a supervisor or point of contact, she would not. There is a call scheduled for tomorrow at XXXX with the POC. I would like to request a new " Relationship Manager '' to be in charge of my account and review me for a modification since XXXX XXXXXXXX XXXX has not done so in almost 6 months.
Company Response:
State: CA
Zip: 90059
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: There was a charge off a XXXX mortgage in 2021 in my credit report by Ocwen. This is not mine and they are illigelly doing it.
Company Response:
State: MN
Zip: 55068
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: And I've given this company several times to correct itself any case ignoring the issues. First of all using the old contract XXXX is null and void the contract was rewritten in XXXX. Meaning trying to use XXXX contract as their basis for allowing for transfer is illegal. The XXXX contract supersedes and overrides the XXXX contract. Which means you have no legal right to sell or transfer my mortgage without my permission. If you want to go that way we can easily go to your another {$35000.00} in missed payments making it a total of {$55000.00}. I have provided you with more than enough information on several different occasions to show where the missing amount for which came from your own XXXX XXXX invoices. Which I will put again at the bottom of this but you need to properly investigate. If I do not receive a response by XX/XX/XXXX I will be forwarding all this information included additional information have to the IRS notifying this company money in which they have embezzled from me and failed to report to them. I will be contacting the FBI and letting you know that you have misappropriated federal stimulus money and embezzlement of money. You will break down every last dollar from the beginning this account from every money taken out how much was paid to each account ( insurance, taxes and etc. ) and how much it actually was by XX/XX/XXXX XXXX hrs. OTHERWISE IRS AND FBI and Florida prosecutors office The mortgage originated in XXXX with XXXX XXXX by XXXX XXXX. In XX/XX/XXXX the mortgage became XXXX XXXX. From there they went through a multiple of mortgage companies ( 7 ) from XXXX, XXXX, and several others before becoming Ocwen. This caused multiple issues. In XX/XX/XXXX the mortgage was modified XXXX XXXX XXXX XXXX ( XXXX ) incentive during this time the mortgage company right to transfer/sell off to another mortgage was removed. The mortgage company can only transfer /sell off with court order or XXXX XXXX Approval which OCWEN approved. Then as PHH mortgage purchase/acquired OCWEN still responsible for following this agreement. A letter was sent to OCWEN by certified mail in XX/XX/XXXX. This letter stated that any extra payment, funds, refunds and etc. would be applied to the principal for the entirety of the mortgage agreement. At the end of XXXX over $ XXXX of extra payments were not applied to the principal and not account for. At the end of XXXX over $ XXXX of extra payment and $ XXXX escrow overpayment was not applied to the principal and not account for. At the end of XXXX over $ XXXX of extra payment and $ XXXX escrow overpayment was not applied to the principal and not account for. In XX/XX/XXXX PHH mortgage purchase OCWEN mortgage and taking over all responsibilities, issues, and agreements. At the end of XXXX over $ XXXX of extra payment and $ XXXX escrow overpayment was not applied to the principal and not account for. At the end of XXXX over $ XXXX of extra payment and $ XXXX escrow overpayment was not applied to the principal and not account for. At the end of XXXX over $ XXXX of extra payment and $ XXXX escrow overpayment was not applied to the principal and not account for. In XX/XX/XXXX PHH mortgage violated the agreement set forth during XX/XX/XXXX XXXX in which the mortgage company would have to XXXX XXXX approval or Courts approval to transfer or sell off. So, unless XXXX XXXX purchased PHH mortgage then PHH mortgage violated the agreement and transfer/ Sale are null and void. Plus, PHH mortgage then committed identity theft by releasing XXXX XXXX personal information and Social Security without my approval. XXXX XXXX is also committed identity theft by not receiving preapproval to receive XXXX XXXX personal information and Social Security. At this point PHH mortgage is missing $ XXXX in payments ( extra payments, escrow, interest ). This doesn't include the missing amount for lower payments should have occurred from XXXX to XXXX to XXXX to XXXX to XXXX to current which I am guessing is another couple {$1000.00}. As PHH mortgage purchase OCWEN they are responsible for everything all the way back to XXXX. I have complained 100 times about these issues by letter, e-mail, and phone with no response from either OCWEN/PHH mortgage XXXX incentives of {$5000.00} on the sixth anniversary XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Payment was NEVER APPLIED. Government Incentive for Customers in Good Standing of {$5000.00} was also never applied. I contacted PHH mortgage both by phone and e-mail with no response. I also sent a letter which I waited 30 days with no response matter fact I have read your received response in 90 days from when the letter was sent. They only respond when consumer financial protection Bureau is involved. At this point with the missing incentives and the missing payments we are now over {$30000.00}. At this point I am ready to contact Florida prosecutors office and have PHH mortgage license revoked and embezzlement charges brought forth. Along with government fraud stealing government incentive. Charged with embezzlement of funds. Charge with government fraud. Charged with identity theft. They need to notify XXXX XXXX that they no longer have the mortgage and will be having a third-party scrub all my personal information and Social Security numbers . They go back to XX/XX/XXXX and correctly apply all the extra payment and overpayments to the principal correctly along with missing interest. They will also apply the XXXX incentive {$5000.00} and the government incentive customers in good standing ( stimulus ) {$5000.00} that is also missing They will show documentation all the way back that this has been done otherwise will be contacting the Florida prosecutor office in having charges brought forth XXXX XXXX to be charged with identity theft. If they wish not to be to have a third-party remove all my personal information and Social Security their records. If they do not wish to be then all records, contracts, sales are to be returned to PHH mortgage and then have a third-party remove/ verify all my personal information and Social Security numbers from their records XXXX XXXX is filled the respond any complaint via mail or e-mail other than stating in a form letter that they will get back to you in 30 days. This is the exact response that was given to the consumer financial protection Bureau. It has been over 90 days with no response. It is unacceptable and unlawful.
Company Response:
State: MI
Zip: 48234
Submitted Via: Web
Date Sent: 2022-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: During the Covid pandemic we did a forbearance with the lender, after the forbearance ended in XX/XX/2021. We contacted the lender with a HUD certified housing financial advisor and requested a loan modification. We received the forms for the mortgage company, filled out all forms and returned them by email before said due date. We got conformation the forms were received. Then we started getting calls saying they were missing page,2 then there are missing page,4 and so on each month its something different.. On XX/XX/XXXX spoke with XXXX agent sign ( XXXX ). He was ask if update of proof of income was needed he said no. Then on XX/XX/XXXX a XXXX agent sign ( XXXX ) called requesting update of proof of income. Things like this has been going on scene XX/XX/2021. Each month its something different every agent says they are missing something different.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21061
Submitted Via: Web
Date Sent: 2022-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Single Family Home Mortgage With PHH Mortgage XXXX ALL MY PAYMENTS ARE MADE ON TIME WITH PRE-PAID BANK TREASURERS CHECKS AND I PAY FOR XXXX XXXX TO DELIVER THESE PAYMENTS OVERNIGHT TO THEM, PLUS I PAY AN ADDITIONAL {$9.00} EVERY MONTH SO THAT THEY HAVE TO SIGN FOR RECEIVING THESE PAYMENTS! I HAVE ASKED PHH-XXXX XXXX FOR A " TOTAL PAY- OFF FIGURE " AND THEY ARE REFUSING TO SUBMIT THAT FIGURE AMOUNT TO ME, WHOM TO MAKE THE " BANK CHECK " PAYABLE TO AND WHERE TO SEND THIS FINAL " PAY-OFF FIGURE TO "! AND THEY ARE TRYING TO " FORECLOSE ON THIS MORTGAGE INSTEAD OF ACKNOWLEDGIBG MY FORMAL REQUEST TO PAY THIS MORTGAGE OFF AND BE DONE WITH THEM!
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XX/XX/2022, I requested to have the PMI removed from my mortgage. In XXXX an appraisal was ordered by the servicer and the value came back at {$510000.00}. I currently have a loan balance of {$390000.00} which would give me approximately XXXX XXXX XXXX ratio. The servicer has denied my request for PMI removal indicating that the XXXX ratio needs to be at XXXX XXXX. That is outside normal requirements for PMI removal. When I requested the documentation that indicated the XXXX ratio was reduced to XXXX XXXX I was told there is no documentation.
Company Response:
State: MN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Pages 1-2-2a of the attached correspondence to PHH Mortgage summarizes my complaint, and its denial of my request. PHH assumed servicing of my deceased father 's reverse mortgage in XXXX of this year from XXXX XXXX I am a co-executor of my father 's estate and the Personal Representative of his life estate. My father passed away in XX/XX/XXXX. I notified XXXX of his passing, indicating that we would be selling the home Per XXXX 's instructions, if additional time was needed to sell the home ( att page 3-4 ), I again contacted them requesting as such in order to complete a sale ( att # XXXX ). The MLS listing was provided. I received no reply to this letter. On XX/XX/XXXX, I contacted PHH, now the servicer, advising that a purchase offer had been accepted, and that we anticipated a closing in late XXXX. I requested a payoff statement at that time. I received no reply until 5 weeks later ( att # XXXX ). Unfortunately, when finally received, the payoff included {$3000.00} in previously undisclosed fees ( XXXX ) I believe we precisely followed the FHA servicer 's instructions, but unfortunately never received replies to any of our correspondence. The total lack of timely communication by both servicers caused this problem. As an aside the XX/XX/XXXX letter which PHH claims it never received, was sent electronically to BOTH XXXX and payoff @ phhreverse, com, per PHH instructions. *
Company Response:
State: NY
Zip: 14623
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dated XX/XX/2022 I received an annual escrow statement from PHH mortgage regarding a shortage in my escrow account, a normal occurrence. At no point on this form from PHH mortgage was there an option, or a statement as such, that I have the legal right to pay that shortage in its entirety up front, I was only given the notice that my monthly payment would go up by double the shortage for the next 12 months. They are required to give me this option and they did not, and such they should be investigated and fined for misleading the public and misrepresenting the rights the consumer has. I called PHH mortgage and was 'escalated " who stated they are in complete compliance with RESPA, which they are not. The form they send out for an escrow shortage is required to have the option to pay the shortage in its entirety and offer a paystub to do just that. I also requested a servicing transfer which they immediately denied.
Company Response:
State: CO
Zip: 80214
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A