Date Received: 2022-04-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XXXX I signed documents for a loan modification on my house through Ocwen Loan Servicing , LLC. The modification went into effect XXXXI filed for XXXX XXXX Bankruptcy XXXX. All payments were taken directly from my paycheck. The loan servicing either changed hands or name to PHH Mortage Services. It is now XXXX in C/O PHH Mortage Services XXXX My Bankruptcy has been paid off. After the Bankruptcy I started using a third party company to make my payments, In XXXX of XXXX I requested a payoff. That's when I discovered that during the loan modification there was a non interest balanced placed on my loan. I received a letter from XXXX dated XXXX that I had a surplus in my escrow account and I would be receiving a check for the amount of the surplus. I received the check around the time I received the payoff letter. That's when I was made aware of the non interest balance. I tried to apply the check to that balance. XXXX would not allow me to do that. That's when I discovered that there was a clause in the loan modification that allowed them to put this balance on my loan. I was not aware of this at the time. My main concern that that I was keeping my house. I have been making my payments on time for a good while now and want this balance taken off of my loan. I don't believe this balance is right. I believe that the company used my situation to benefit themselves and it has put me in worse financial shape then before. The payoff is more than what the loan was for to begin with. I have been in this house for almost 17yrs.
Company Response:
State: IN
Zip: 47150
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage Service Company ( PHH ) failed multiple times to appropriately pay my XXXX real estate taxes via escrow account. I subsequently received a federal lien on my property that required me to pay the taxes, plus fees, directly to avoid any further action. PHH is now refusing to reimburse me for their mistake despite numerous attempts to resolve the issue. I have documentation for everything and provided PHH all the same documentation, but highlights are the following : XXXX through XX/XX/XXXX : My real estate taxes were due. If paid by XX/XX/XXXX it's {$570.00} to received 2 % discount, by XX/XX/XXXX {$590.00} full amount, after XX/XX/XXXX it's {$650.00} includes late penalty. XX/XX/XXXX : I received a letter from local tax collector for unpaid taxes. XX/XX/XXXX : Spoke with PHH about issue XX/XX/XXXX : Faxed PHH a notice of error letter. Included the specifics from tax collector letter that if paid after XX/XX/XXXX, only a bank cashier check or money order would be accepted. XX/XX/XXXX : Called for update. Was told to wait until XXXX XX/XX/XXXX : Called again for update after no response. No update provided XX/XX/XXXX : Called again for update. No update provided. Transferred to escalation department. XX/XX/XXXX : Provided another notice of error letter, this time via email. Similar to original, it detailed the specific payment requirements needed by local tax collector. XX/XX/XXXX : Left message for escalation team about update since none provided XX/XX/XXXX : Voicemail from escalation team that they are still working on it. XX/XX/XXXX : Email received from escalation team that taxes were paid appropriately. They said a payment of {$650.00} was sent on XX/XX/XXXX XX/XX/XXXX : Received notice of delinquent taxes letter from Country Govt informing me a lien was placed on my property and now total due with additional fees was {$740.00} and more fees would be added if non-payment continues. XX/XX/XXXX : I paid my taxes online per instructions from the county website to avoid any further action on my property. Total amount due was now {$760.00} which included a service fee for payment of {$19.00}. I paid {$760.00} via my credit card. XX/XX/XXXX : I sent an email to the escalation department requesting full reimbursement for {$760.00} and included all documentation to this point. XX/XX/XXXX : Received response from escalation team. Was told that my local tax collector rejected their payment of {$570.00} on XX/XX/XXXX ( which is a different amount than previously indicated was sent by PHH ), that a refund for {$570.00} was applied to my escrow balance on XX/XX/XXXX ( which there was no record of actually occurring per my escrow account balance statements ) and they can't take any action until XX/XX/XXXX when an escrow analysis is performed. XX/XX/XXXX : I sent an email to escalation team highlighting my prior and new concerns, in addition to again asking for reimbursement. They included 1 ) Concern over XXXX communication from them after realizing on XX/XX/XXXX that they failed to pay my taxes which would result in an eventual lien. 2 ) Concern over reference to a rejected tax payment of {$570.00} when they previously informed me that {$650.00} was sent to my tax collector. 3 ) Concern over their reference of {$570.00} being refunded to my escrow balance on XX/XX/XXXX since there was no record of any such action in my escrow balance to date. I reminded them of the multiple legal responsibilities they have failed to adhere to so far, requested reimbursement again, along with asking for documentation that provided evidence of the escrow refund claim. XX/XX/XXXX : Received a response from escalation team indicating they can't fulfill any of my requests and that I would need to reach out, via mailed letter only, to their research department.
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had inherited 100 % my parents house through XXXX. Ocwen mortgage allowed me to take over the mortgage. Ocwen mortgage locked me out of my own account and would not accept the payments. At the time the principal balance was {$2500.00}. Ocwen then foreclosed on the house for {$25000.00}. I have been ordered to vacate within 60days.
Company Response:
State: MI
Zip: 48223
Submitted Via: Web
Date Sent: 2022-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage has failed to pay my property taxes from my escrow account. The amount due is {$3700.00}. My taxes were due on XX/XX/22. Because of their failure to pay my taxes timely, the due amount is now {$4100.00}. PHH agreed to pay the penalties at {$340.00}. But the penalties continue to accrue. And I have no confidence that my taxes will ever be paid. I received a delinquent tax notice from XXXX XXXX in XXXX. I immediately reached out to PHH for resolution. But PHH continues to stall me with excuse after excuse for why they haven't paid my taxes. First they told me they escalated with the Tax Department for researching. This took weeks. I continued to call and email. Next I hear XXXX XXXX is verifying due tax amount w/ XXXX XXXX XXXX I wait weeks. Then I hear my case has been escalated w/ the legal department. I ask why my case has been referred to the legal department. They can't tell me why. They don't really tell me anything except that my case is being " escalated '' and " researched ''. After reading the overwhelmingly abysmal reviews about this loan servicing center where many complaints are similar to, I am truly disheartened and afraid that my taxes will never be paid. In researching this company, I learned that 30+ Attorneys General filed a class-action suit against PHH for shady financial dealings and for a pay-to-pay scheme ( customers forced to pay a service fee for making payments online ). I received a notice from PHH advising that if I don't switch to auto-pay, I will be billed for making payments online. I understand that PHH has acted in violation of RESPA. I am desperate to get my taxes paid. I can't afford to make this kind of payment out-of-pocket. They continue to hold my monies hostage in my escrow account. They called me tonight to tell me that that they called XXXX XXXX but couldn't get through to them. I have called my tax department many times to discuss my case and have never had a problem with getting through. Please help me CFPB!
Company Response:
State: TX
Zip: 75219
Submitted Via: Web
Date Sent: 2022-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage company increased escrow amount for annual taxes. They made the mistake of increasing tax payment to state of WI by 50 %. XXXX taxes had been paid in full and we received a {$110.00} payment for escrow overages. XXXX 2nd phone call to let them know they made a mistake. Talked to XXXX the escalations manager Emailed them XXXX tax bill Was notified via email they would investigate. 10 biz days to investigate and would receive a letter in an additional 10 business days of their findings. No letter arrived. I emailed multiple times with no response. Talk to an agent on XX/XX/XXXX that I should hear something by the end of the week. Its now a full a week later and still no resolution. They are mismanaging money and my account.
Company Response:
State: WI
Zip: 53189
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022 we tried to make our mortgage payment online and over the phone an was unsuccessful... ( PHH blocked there customers ) why because PHH website stated payments unavailable and over the phone it stated no payments can be excepted at this time. This is the only business I know that blocks customers from making payments. Any other company we do business with you can call any day an any time and NEVER have an issue. Though my payment was not late what if this was the last day before it would have been late. This is the tactics of this business and this is a pattern because this is not the first time I have had this issue. There needs to something done with companies like this who are deceitful and have no integrity. I am sure that everyone who has this mortgage company feels the same way. If it's not one thing it's another. There phone system when you call you can't hear options because its pauses in the message and it goes out and in. And on the website everytime it's time for payment the website has issues and problems. What is the use to speak with the company there going to act as if they didn't no or say we are sorry and will do it again. It's a pattern.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm a XXXX XXXX XXXX XXXX and I'm exempt from paying since 2021 State Property taxes and I sent my Mortage company all of the necessary paperwork from my county state indicating that I'm exempt from paying property taxes and my mortage has declined from removing the taxes from my payment and still changing me to pay taxes on my mortgage. this is against the law to keep me paying property taxes when I'm exempt from paying taxes. The Mortage company is PHH I need help to resolve this issue.
Company Response:
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2022-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During Covid I experienced financial troubles, due to loss of income. In XX/XX/XXXX, I reached out to my mortgage lender PHH Mortgage for help but, was unsuccessful. During that time a representative from XXXX XXXX XXXX XXXX in XXXX XXXX, contacted me claiming they could help me with a Flex Hardship Loan Modification Plan that would get me a reduced 2 % rate and lower monthly payments on my home that I live in and on a rental that had been empty for 12 months, due to the pandemic! They asked me to sign a contract for the agreed five month trial payments beginning XXXX XXXX made the agreed 5 months payments totaling XXXX and they told me that at the end of the payment agreement, my loan modification would be approved by then! instead I am now in a foreclosure status! Im a XXXX XXXX XXXX XXXX lady with an XXXX XXXX XXXX son, who I care for and so now this company, XXXX XXXX XXXX XXXX, who claimed to help get me into a more affordable loan modification plan, have gotten me in a much worst situation! At the time that I began with this company, XXXX XXXX XXXX XXXX, I didnt see any scam alerts on XXXX XXXX it wasnt until after I made my last payment in XXXX, XXXX that I began to suspect something wasnt right! so I called my bank and they told me they had not received any documents! I called XXXX XXXX XXXX XXXX and spoke to a XXXX, who said she was handling my file, at which time I asked her where my money of XXXX had gone to? She said part of the money was for them and rest went to the investors that owned my loan, to process the loan modification for approval! All throughout the process there were different girls calling me, I kept asking her who was the main person in charge? I could never get a straight answer? Just to name a few of the names associated with this scam was XXXX XXXX, XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX & a few others! I soon realized that I had been scammed! I asked for my money back! But instead they continued to call me to ask for more money! And claim to be working on my file! These people are so dishonest! I cant believe that they are out there hurting people and scamming people for money and all during a Covid-19 Pandemic, when people are desperate to survive and trying to recover from all of the losses! And on top of all this Im also dealing with Identity Theft!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95127
Submitted Via: Web
Date Sent: 2022-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX I was approved for a modification to start payments by ocwen/PHH. They contacted me and told me it was an error. They would not allow the payment. I contacted the Hardest hit fund and was told I qualified for a {$50000.00} principle reduction. The counselor said she needed to speak to their contact at ocwen first to assure they would accept the terms. She needed to do this because the program was ending and she did not want to do all of the work if they were not going to accept the money. She contacted me a couple of weeks later and said Ocwen advised her they would accept the payment. After all the work was completed and she submitted the paper work to ocwen they refused to accept the {$50000.00} payment. The program has since ended but I have my documentation. This caused me to go into XXXX XXXX XX/XX/XXXX to save my home. During the pandemic I lost my Job and Business. Therefore, I could not make the payments and loss my bankruptcy in XXXX of XXXX. I approached Ocwen/PHH for a Modification they denied saying no more modifications. But modifications were not truley approved. Only as a documentation for the record but never completed. Also during bankruptcy according to the trustee I paid {$30000.00} on my mortgage balance. It does not appear as all was posted. XXXX
Company Response:
State: FL
Zip: 32277
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: mortgage company has not paid my county taxes from my escrow account ... .they are 6 months late and today is the last day before my property will be advertised for sale for a tax lein.taxes were due 6 months ago XX/XX/XXXX... XXXX faxed them an extra copy of my tax bill.on XX/XX/XXXX i got a notice from XXXX XXXX XXXX XXXX office that my taxes were not paid and would be advertised for a tax lein sale if not paid by XXXX called my mortgage company ... PHH..on XX/XX/XXXX about the matter and was told they would take care of it.Since XX/XX/XXXX I have called them 26 times about this matter only to be put on hold or " wait 3 more days '', or was transferred to other places ... XXXX, Alaska, and the Phillippines XXXX ..with no resolution ... .i am now within 20 minutes of the deadline at the tax office and no resolution, no answer from PHH ... ... .I am not late on my mortgage payments, how are they allowed to be so late on payment from my escrow account ... ..i am begining to think these people are scammers... they should be barred from doing business in this country ... ... .i am beyond mad!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2022-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A