Date Received: 2022-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I applied for auto payments for my mortgage payments. My loan was sold to another bank and I was never notified. I missed 9 payments becuase I thought I was on auto withdrawals. When I spoke to them, they said there was a system error and that's why I never recieved notifications. I was also never notified that my payments were late late.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77304
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This will be my last attempt to resolve what I believe to be fraudulent activity by OCWEN. According to the loan modification documents, late charges would be eliminated. In addition, the 2nd lien filed with the Treasure Department for reimburse was erroneous filed. From the beginning of my complaint, Ocwen received duplicate payments from the consumer and Treasure Department for the 2nd lien filed. Attached please find my payment history to Ocwen. It will confirm late charges included with the loan modification in addition to the 2nd lien filed with HUD. I am requesting payment in full for the 2nd lien, erroneously interest charged and unapplied payments. If a resolution isn't reached, the next step will be DOJ, Treasure Department or Whistleblower. I find this behavior despicable when consumers work so hard and trusting a regulating industry to ensure consumers are protected. Please call me at XXXX ( home ) or XXXX to reach a settlement. Thank you XXXX XXXX
Company Response:
State: TX
Zip: 78240
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Submitted required paperwork provided by XXXX XXXX and and subsequently called and talked to multiple reps about scheduling inspection of home for appraisal in XXXX, XXXX, and early XXXX of XXXX, including email requests for said inspection and appraisal. The XXXX servicer has not responded to schedule the appraisal and in our view now is not needed, as the market analysis shows the home will sell considerably above the XXXX loan balance. As an heir, we have a market analysis done in XXXX of XXXX and updated in XXXX of XXXX, and we informed the XXXX company that we intended to sell the home and payoff the loan in XXXX at the sale closing in XXXX of XXXX. Home was listed in XXXX of XXXX and now a sale in scheduled to close on or before XX/XX/XXXX. The payoff request by me for XX/XX/XXXX was provided and includes a {$750.00} charge by the XXXX servicer for an appraisal that was never done. Have asked for a copy and it has not been provided. That is likely because an appraisal has not been done by the XXXX servicer. I am the PR for the estate and an heir with control of access to the property and that information was provided to the XXXX servicer in XXXX of XXXX. An appraisal has not been done. With the imminent sale by XXXX, that appraisal is not needed now since we are paying the loan in full. We simply want and have requested a corrected payoff for XX/XX/XXXX excluding the erroneous ( and excessive above normal ) charges of {$750.00} for an appraisal. Please help me get the payoff corrected and expedited to me for the closing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29063
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Attachment to complaint XXXX XXXX XXXX # XXXX XXXX We made complaint, PHH AND OCWEN Have not sent our {$8900.00} each month from XXXX until now XX/XX/2022 the letter claim they still investigating send over document we have sent over XXXX e-mail with loaded document or of contract of receipts evidence of repair and picture, it was not insurance who paid claim we contracted the work to be done sent checks to PHH with know XXXX and they claim they were sending release check for {$710.00} they sold property for more than we owe, we have tired communication with phh - send XXXX e-mail and document through XXXX. we have call we sent everything they need get the run around, all we need is our funds, the pictures have shown that work was done insurance company receive the same, but XXXX above name continues asking for what we have sent already.this is unfair her we in 3 month they have sent letter of same, we gave everything they ask for, the letters they send we will review issues raised with the goal of response by XXXX there is letter for XX/XX/2022 /we have call never know answer. send you to another person in XXXX, this is discrimination we XXXX our age we treated unfair.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75044
Submitted Via: Web
Date Sent: 2022-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Applied for and paid fees for PMI removal process and can not get any straight answers about the process and all agents hand up on us and do not move this request forward. Has been ongoing for more than XXXX weeks. Also paid the fee and see that its been posted to account for PMI removal.
Company Response:
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2022-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased a home located in XXXX XXXX, Texas XXXX in XX/XX/XXXX with a conventional home mortgage funded with XXXX Mortgage. In XX/XX/XXXX, my loan was sold to XXXX mortgage. I had no issues during payment with XXXX Mortgage and XXXX mortgage. In XX/XX/XXXX, my loan was sold to PHH Mortgage. I routinely make extra principal payments each month of varying amounts based on additional income I have available each month. Initially the PHH mortgage website added a Pay to Pay fee of {$7.00} per month if I did not agree to accept all correspondence from PHH electronically. I did not want to accept all correspondence electronically, but I also did not want to pay this fee each month just to pay my mortgage online. A few months later, in XX/XX/XXXX, the website then stated that it would add the Pay to Pay fee again, if I did not agree to direct deposit. I do not want to automate payment because I will end up each month paying different amounts, which are varying direct principal payments. Texas has a consumer protection statute that limits all fees to originate, evaluate, maintain, record, insure, or service the extension of credit that exceed, in the aggregate, two percent of the original principal amount of the original extension of credit. Section 153.5. The purchase price of my home was {$170000.00}. Based on this statute, the maximum fees to originate and service my loan are capped at {$3400.00}. At closing, I paid {$2000.00} of fees that are considered part of this 2 % cap limitation. That means no fees greater than {$1400.00} can be charged on my mortgage for its remaining duration. I also did not agree to pay {$7.00} every time I make my monthly payment electronically on my mortgage in the original note, which is the controlling contract as assumed, and unchanged, when it was purchased by PHH Mortgage. If I paid {$7.00} for the life of the loan, I would pay {$2700.00} extra of a 30-year term just to pay for my mortgage. This is an unlawful increase in my monthly interest charge that I did not agree to. This Pay to Pay fee is not included in my note. This Pay to Pay fee costs more than PHH Mortgages the cost of processing an electronic versus a direct deposit payment because both are handled by computers and EFT transfer requests to my bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79912
Submitted Via: Web
Date Sent: 2022-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have attached a letter regarding PHH mortgage. They're very unethical and purposely dragged the modification they were trying to do with me since XXXX of XXXX. In the end, which is XXXX of XXXX, they told me, because the amount of XXXX that I got behind since XXXX of XXXX, I was over their XXXX percent rule. I will tell you that when the forebearance period ended in XXXX of XXXX. PHH mortgage was the only servicer that did not try to lower my payment. I have several homes, i was on the brink of losing, due to covid 19. All other mortgage companies, lowered my payment and helped me. Phh on the other hand at XX/XX/XXXX did not offer any help, and when I asked for help, they dragged this entire modification all the way from XXXX of XXXX til XXXX of XXXX to tell me, sorry, XXXX XXXX, you dont qualify, either sell your home, or give us your deed in lieu, they also refused to refinance my home, because I missed my payments, and even when i paid them to make the account current. PHH told me that I would have to wait one year. This mortgage company had the intent to foreclose on my, because my primary residence has a lot of equity, and PHH knows this. They are the most horrible mortgage company out there. They only hire employees from overseas that are not trained, and they just tell me XXXX XXXX XXXX XXXX send this and send that, they gave me wrong emails, wrong information, and every agent I talked to would tell me a different document was requested. I can not believe that this company is even allowed to operate, when they are not in the business there logo which is " Helping homeowners is what we do '' This statement is fraud. They need to change their motto to " Helping homeowners IS NOT WHAT WE DO '' Is the correct statement. I am frustrated beyond words. I have been them on time for 10 years, and when covid 19 hit, my Mom died, my dad foot is XXXX, I have a young son XXXX XXXX XXXX. I am single Mom tried to support my entire family with problems. PHH mortgage needs to be investigated for their unethical practices of trying to take homes way from vulnerable people. I am sure I am not the only one out there, that has endured 6 months of phones calls, and documentation to be told SORRY ABOUT THAT. In a very customer services reps that care more about their roosters and dogs in the background, as I am begging for help. I hope someone reads this, because this was the worse experience I have had, and it has just been trauma after trauma.
Company Response:
State: CA
Zip: 92886
Submitted Via: Web
Date Sent: 2022-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage Services at XXXX XXXX XXXX, Mt XXXX XXXX XXXX, charged me {$2000.00} on the back end of my mortgage from an forbearance that I had taken. My balance was {$15000.00} left on the back end, I try to do a payment plan but they told me I had to refinance through another bank. From XXXX I was charge per day interest at 2 % ON {$15000.00}. I wrote the mortgage company and asked for a broke down of the charges and received a letter stating that I needed to pay the interest and to have it wired through a bank. I need to know what calculation was use for the balance on {$15000.00} that I had to pay {$2000.00} at 2 % my math is totally different from what they charged.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on my new mortgage with XXXX XXXX on XX/XX/XXXX. Shortly after, my mortgage was sold to PHH. At closing I was given a check for my XXXX tax bill and was instructed to pay the XXXX taxes on my own. We would be escrowing for the XXXX tax bill that would be disbursed in XX/XX/XXXX. I paid my XXXX tax bill in full on XX/XX/XXXX. I noticed on XX/XX/XXXX that {$2700.00} was disbursed from my escrow account on XX/XX/XXXX to pay the first installment of my XXXX tax bill. This left me with a negative escrow balance of {$1100.00}. I emailed PHH immediately to see why they disbursed the first installment when I had paid my taxes in full 3 weeks prior. I asked them to please research what happened and let me know the resolution. I also told them I assumed they would be receiving a refund from the municipality. On XX/XX/XXXX I received a response that stated they have forwarded my request to their Tax Department and to allow ANOTHER 5 business days for a response. I had not received a response from the Tax Department within 5 business days so I emailed again ( on XX/XX/XXXX ). I told them I needed to make sure they would be receiving a refund from the municipality. I asked again for them to research what happened and let me know. They finally answered on XX/XX/XXXX with the following response " We determined that taxes are paid current. Please be advised that for XXXX taxes 1st installment of {$2700.00} due by XX/XX/XXXX paid and 2nd installment of {$2600.00} are due by XX/XX/XXXX borrower payments were applied. Hence, taxes are paid for the year. Detailed are updated in system. We have already requested for an escrow analysis to be conducted on the account, as borrower also paid for taxes. Please allow 10 business days for the process to be completed and additional time for mailing. '' I found this response to be unacceptable. They did not answer my question about my refund. I responded to them on XX/XX/XXXX with the following " You will be waiting until you receive a refund from the county for {$2700.00} before running the analysis, correct? This is the first time I've ever had a mortgage company pay my taxes in 2 installments. We like our taxes to be paid in full the year in which they are assessed ( example XXXX taxes paid before XX/XX/XXXX ) so we get credit on our income taxes. '' PHH responded on XX/XX/XXXX stating the request to reanalyze the escrow account is currently in process. They advised PHH pays taxes when due in 2 installments and told me I could fax my request to the Tax Department to change it. At this point I am frustrated. I responded on XX/XX/XXXX " Have you received a refund from the county? I don't understand why you would run a new analysis prior to receiving a refund. A new analysis will need to be run again once the refund is received. I will call the county if I have to in order to find out what is happening. Is my loan required to escrow for taxes and insurance? '' I received a very generic response on XX/XX/XXXX stating they were still reviewing my request by the appropriate department and to allow for additional time for the review to be completed. I decided to call the municipality myself and verified with two separate people that the only funds they received for my property were the funds I paid on XX/XX/XXXX. They did not receive the 1st installment from my mortgage company so they did not issue a refund. I called PHH on XX/XX/XXXX to let them know that I personally spoke to the municipality and they do not have the money. The person I spoke to said they would open a ticket to get this resolved. I also asked at that time if I could drop my escrow since they didn't answer my question in the email. He informed me he would have to open another ticket for that. I received my new analysis statement on XX/XX/XXXX showing my payment was INCREASING $ XXXX. I called immediately and spoke to a supervisor/manager named XXXX. I told her the entire story from the beginning and explained my frustrations. I told her it was ridiculous that they ran the analysis because I never asked them to. I'm frustrated they can not find the {$2700.00} but I now have to start paying them MORE money. She said she would bring this back to the Tax Department and follow up every 5 business days. I have now received an email on XX/XX/XXXX and XX/XX/XXXX from their ERM Department stating the Tax Department is still working on the request and they will provide a follow up in a week. I received a letter denying my request to drop my escrow on XX/XX/XXXX but I have not gotten a resolution to my escrow funds issue. They send multiple emails a week soliciting refinance opportunities. My husband even received a call from PHH to discuss the possibility of refinancing. I finally had enough last night and emailed them the following " I am trying my hardest to be patient but it's wearing thin. I've been trying to get an answer on this since XX/XX/XXXX. I work in mortgage servicing. I deal with tax issues daily. We would have searched to see if the check sent for the taxes cleared. If it didn't, we'd place a stop pay on the check and get the money to the borrower. If it did, we'd be in contact with the municipality to try to find out where that money is. And it would take a week max! Two months with no resolution is unacceptable. I find it completely absurd that you lost my {$2700.00} and still expect me to pay your more money with my XXXX payment. I expect this to be resolved prior to and my payment lowered back down. I also find it ridiculous that I have to wait 12 months from origination/acquisition to drop the escrow. My LTV is below 80 % and we've never been late. I don't trust you to handle paying my taxes and insurance in a timely manor. While we're at it. Please stop sending refinance emails. I would refinance with a completely different company before I ever refinanced with you. You should take the effort being used for sales pitches and put it into finding my money. '' I'm not sure what else to do. I feel like I've exhausted my options and I still don't have a resolution.
Company Response:
State: WI
Zip: 53406
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am very concerned about my current mortgage company PHH mortgage. I have been on the forebearance plan since XXXX of XXXX. XX/XX/XXXX I was given the option for the three month trial payment. I asked PHH if they can work with me on lowering my payment with a modification. It is now XX/XX/XXXX and they just turned me down. They told me they cant qualify me for a modification. I also got turned down by california mortgage relief, because my original loan amount was over the XXXX. I been trying to get help, but PHH has got me in circle. I call them every week, they ask me for my profit and loss statement, I will send all documents, than I would get a notice, that I had sent the wrong items, when I did exactly what the last customer service representative asked me to do. This has been going on for months and months now. I would get transferred to so many customer service representatives that were out of this country. I would hear roosters in the background to the point, the representative from PHH is asking for my acct number 10 times. Now, i am a bad position, because not only will they want me to pay them the XXXX to bring my payment up to date, they wont lower or work with me on my payment. the last representative I just talked to, told me " I better hurry up and make a decision, or foreclose or sell your house. '' PHH mortgage is not helping me at all. They recording saying " Helping homeowners is what we do '' that is not a valid statement. I have been paying this mortgage for 10 years on time. I just needed help. I had to deal with my moms death during covid, i am taking care of a son that has drug addiction issue, and a dad that has no foot, XXXX and I have too many responsiblities. i really feel that PHH had drawn out this process so they can foreclose on me on purpose. They have no sense of urgency to give me an answer. I finally get an answer of NO, sorry after months of trying to get help. I even told them, I could ask my dad to borrow money from his pension, but they never even mentioned, if maybe I can get help. I was under the impressions from XX/XX/XXXX that their intent was to let me keep the home, not to trick me into believing they wanted to help me. no help at all. Can you help me?
Company Response:
State: CA
Zip: 92886
Submitted Via: Web
Date Sent: 2022-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A