Date Received: 2022-03-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been trying to purchase a short-sale property with this company since XXXX of XXXX. They keep messing up the paperwork. They aren't making this a priority. They keep saying 24 hours, yet it has been months. I'm a first-time buyer, and this company hasn't made it a happy experience. They gave a date of XX/XX/XXXX, but I still haven't closed. My information is just sitting in underwriting because this company keeps dropping the ball. I have all the emails of the lady XXXX not responding to emails as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60419
Submitted Via: Web
Date Sent: 2022-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I emailed PHH to pay the second half of Summer Property taxes from my escrow account. On XX/XX/XXXX I notified PHH that the annual escrow statement was incorrect. I asked for a refund of the {$2000.00} that was in the account at the time of the " Annual Escrow Statement ( because they had not paid the second half of my Summer Property Tax ). On XX/XX/XXXX I responded to the incorrect Escrow Analysis letter and asked again for {$2000.00} that I paid for the second half of my property tax. PHH has not refunded my escrow that was available at the annual escrow statement.
Company Response:
State: MI
Zip: 48203
Submitted Via: Web
Date Sent: 2022-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My reverse mortgage was recently bought. PHH is the new company. Apparently, the Loan # which is at the top of the most paper communication I receive is incorrect as well as the last 4 digits of my social security number. For the above reasons, I can not get connected with PPH. I was able to email them with this problem a week ago and have received notice they had received my complaint, however, I have not received anything back. Tried calling but after being placed on hold for 15 minutes, ai was disconnected. I tried yet again with the same results.
Company Response:
State: WA
Zip: 98034
Submitted Via: Web
Date Sent: 2022-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: After the sale of our previous property ( XX/XX/XXXX ), I had issues obtaining a loan for a new vehicle due to the credit to debt ratio being high on my credit report. My wife and I logged into our XXXX accounts and saw that loan accounts, including the mortgage for the home we just sold were still showing as open and in good standing. We moved forward with disputing these accounts that same day. Unfortunately, I received a notice that the dispute was closed and marked as rejected by PHH Mortgage on XXXX. My wife received an update on her dispute on XX/XX/XXXX that it was closed and marked as still open and in good standing on XX/XX/XXXX. Moving forward my wife continued to dispute the account multiple times and spoke with both PHH Mortgage and XXXX in order to resolve this matter. On XX/XX/XXXX my wife moved forward with submitting a complaint here with CFPB and the matter was resolved but only for her credit report and not mine though we share ownership of that loan. Ive added her statement below : I disputed the account again on the XXXX following the same process only to receive the same update on the XXXX. On the XX/XX/XXXX I filed yet again another dispute but this time with a PDF containing screenshots from the online account showing the balance at {$0.00} with a message stating the account was paid in full and closed. Again, by XXXX the result was still that the account was still open and in good standing. I called both PHH Mortgage and XXXX to figure out what document I could provide to help my case. I was able to request a Paid in Full letter from PHH Mortgage which XXXX told me might help better than the screenshots I provided. By XX/XX/XXXX I received the documents and scanned them in to open another dispute to finally get this loan off mine and my husband 's credit report so we could move forward with securing a home loan which we have been holding off on doing in order to not run into the same issues as with my husbands auto loan. But on XX/XX/XXXX the results yet again came back as open and in good standing. I called PHH Mortgage but their customer service department was not able to connect me to the people in their credit department and the only response I received through their customer service after they reached out electronically to the credit department is that it takes time. But they did not answer why after I had disputed the account with documentation provided by PHH Mortgage was that department still telling XXXX the account is open when it so clearly is not. I expressed wanting to speak with a supervisor to escalate my complaint and after being on hold for almost XXXX mins I was hung up on. I feel that this is my only option to be able to get this issue corrected so that my family can finally move forward with securing a loan and a new home for us to live. With the state of the house marketing the longer we are forced to wait the worse our chances are as things become more and more expensive. I don't understand how a company who I no longer do business with has the power to hold me back from being able to find a home for my family but evidently it does. I really hope the CFPB can do something to help us. Thank you,
Company Response:
State: VA
Zip: 23060
Submitted Via: Web
Date Sent: 2022-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage originated in XXXX with XXXX XXXX by XXXX XXXX. In XX/XX/XXXX the mortgage became quicken loans. From there they went through a multiple of mortgage companies ( 7 ) from countrywide, XXXX, and several others before becoming Ocwen. This caused multiple issues. In XX/XX/XXXX the mortgage was modified Home Affordable Modification Program ( HAMP ) 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 HAMP in which the mortgage company would have to XXXX XXXX approval or Courts approval to transfer or sell off. So, unless XXXX servicing 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}. Plus, I was never late on any payments. As PHH mortgage purchase OCWEN they are responsible for everything all the way back to XXXX. I have complained XXXX times about these issues by letter, e-mail, and phone with no response from either XXXX 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 prosecutors office and have PHH mortgage license revoked and embezzlement charges brought forth. Along with government fraud stealing government incentive.
Company Response:
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2022-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was severely financially impacted by the Covid pandemic and used the forbearance option to give me a payment " holiday. '' In XX/XX/2021 I contacted PHH for a mortgage modification to extend the term of my loan to include the missed payments. A modification was agreed. But since then, PHH has given poor advice, sent out documents late and given me no option to meet their deadlines. Now, they say the modification has been denied. I have asked for a review and have been told this has been denied too and I now owe them more than {$35000.00}. I have tried again to speak with someone who has the power to reassess my claim but no one has been made available.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2022-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Having graduated with a XXXX XXXX, I've taken time to reconcile payments made to Ocwen vs the A/R provided. What I discovered will be missing payment from XXXX thru XXXX on the XXXX mortgage. Please provide a complete record of all payments made on account # XXXX from XXXX thru XXXX. Should you have additional questions, please feel free to contact me. XXXX mortgage is being address by the DOJ. Thank you for your prompt attention. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX ( home ) XXXX ( cell )
Company Response:
State: TX
Zip: 78240
Submitted Via: Web
Date Sent: 2022-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2019 Ocwen renamed their company/merged their company to a PHHXXXX XXXX Ocwen had been successfully accepting payments every other week per bank account for years prior. The " new '' company didn't send any new information for months after their merger, etc, and our payments went into a suspense account. Nothing was being applied, but held and then sent back to us, the homeowner, months late. The new company then proceeded with foreclosure action and additional fees. We hired 2 attorneys to assist AND a forensic accountant, XXXX XXXX, of XXXX MN. We have tried to get help with a Federal Housing Authority, XXXX XXXX XXXX out of XXXX MN. We stopped the foreclosure with an Affidavit of Postponement. Then, COVID happened AND This company PHHXXXX REZ refuses to provide COVID 19 protection claiming " we, the homeowners '' were past due in the account. This company has sent 10 copies of identical paperwork in print so incredibly small that it is unreadable even with magnification to all the people we've previously worked with. We have had letterhead addressed to XXXX sent to the home address. There is so much to upload .....
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage was purchased. PHH Mortgage Services is the service company for my Loan. When I purchased the home through the original mortgage company ( Bank ), I was not required to have flood insurance. The documentation in the closing documents demonstrated the fact that the existing structure, is not affected and is not in the flood plain. PHH Mortgage is now stating that I have to have flood insurance. They are threating to force-place flood insurance even though I have supplied the supporting documentation. They will not respond to emails and are heavy handed. I do not see how PHH Mortgage can now change requirements or what was agreed upon previously. In making the legal transfer of a right, I do not see how they can now require the flood insurance. If they would have carefully looked at the closing documentation they should have seen that flood insurance was not required.
Company Response:
State: LA
Zip: 70461
Submitted Via: Web
Date Sent: 2022-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: RE ; # XXXX PHH Mortgage Services billed my XXXX sister ( now deceased from XXXX ) for insurance that was already paid for through her XXXX fees. This insurance has been paid by the XXXX ever since she purchased the property in the XXXX 's. The overcharges were as follows : XXXX {$1100.00}. XXXX {$1100.00}. XXXX {$1100.00}. After filing with CFPB the PHH Mortgage Services admitted their error but only credited the reverse mortgage with {$1100.00}. from XXXX. They have yet to refund the two fraudulently withdrawn funds of {$1100.00}. each from XXXX and XXXX. These funds should be paid by check to her Estate which they have on file.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85120
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A