Date Received: 2022-02-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As of XX/XX/XXXX my mother XXXX XXXX of XXXX TX. passed away, since the home had a reverse mortgage associated as a first lein notification was made to the original servicer. PHH Mortgage provided a welcome letter dated XX/XX/XXXX upon transfer of the loan from RMS Mortgage. When contacted initially we were advised there was a pending foreclosure date and at that time a Covid extension was granted The issue is anytime I call that date changes and an additional extension can not be granted. I'm writing today as a consumer and mortgage professional concerning the lack of adherence to XXXX XXXX Covid guidelines and the potential borrower harm caused by PHH when the information the staff provides certainly misleads those who may be grieving the loss of a loved one. I was told today XX/XX/XXXX the sale is scheduled XX/XX/XXXX, however when I pointed out the staff member prior to stated it was XX/XX/XXXX and the assigned SPOC said it was extended to XX/XX/XXXX the SPOC XXXX stated she had to check with her manager on which date was correct and for me to expect a return call. Well I'm still waiting... Needless to say we are at a loss as how to proceed since the property currently is being sold and has a closing date of XX/XX/XXXX per the buyer. Please help not just this family but the thousands of beneficiaries subjected to such harsh treatment during this reverse mortgage process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76227
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/2022 escrow closed on my home located at XXXX XXXX XXXX, XXXX, XXXX XXXX. Within that week I went to PHH MortgageXXXX website to confirm it was paid in full and it was. I also put a forwarding address as to I was waiting on my credit for my escrow account in the amount of {$4500.00}. PHH mortgage proceeded to send my check to the corona address even after I had updated a forwarding address. I found this out on or about XX/XX/2022. The agent then told me she would stop payment on that check and reissue it to my current address which is XXXX XXXX XXXX XXXX XXXX XXXX. She stated The check would go out the next day or XXXX XX/XX/2022, at the latest. I waited approximately a week, XX/XX/XXXX, and called to verify that the check was indeed on its way to the new address, I was told yes it went out at the end of XXXX. On XX/XX/XXXX I called PHH mortgage again and let them know that I still had not received my escrow payout and I was informed that I should " Give it a few more days '' Now it had almost been 2 weeks so I asked for a supervisor. I spoke to him and we agreed I would give it to XXXX, XX/XX/XXXX He would give me a call that day to confirm I received the check, and if not he would cancel the check again and overnight a new one. I never received a callback. On XX/XX/XXXX I called asking for a supervisor and now was informed that they have to wait 10 days for the turnaround process then they would overnight me a check. I felt now I am getting the run-around and they have no intention of sending me a new check. Again I asked for the person above him as this is not acceptable the check has obviously gone missing its been 3 weeks since it was mailed. All other correspondence that I have received from PHH has had no issues reaching my home and they were all sent in XXXX so how is this possible? They are refusing to send me my check it is very simple to just overnight it I am constantly told that someone will get back to me I just want my money that is owed
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75149
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX is alleging i owe a total balance of {$64000.00} on my home when in fact i only owe {$37000.00}. Ive called and spoken to many agents and was told I got a loan modification. I never agreed to or knew about a modification to my loan and after further review the agent PLS XXXX stared she does not see anything showing a modification or paperwork showing A modification in her system. I have called multiple times to get any type of paperwork showing the modification and terms where the other {$27000.00} is coming from but no one including the supervisors have been able to tell give me any info.
Company Response:
State: CA
Zip: 90220
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We paid {$850.00} for an appraisal at the requirement of PHH Mortgage. We have received no copy of the appraisal. Our loan was denied on the basis of the appraisal but I don't even know exactly why because I do not have a copy of said appraisal an PHH will not give us any details. The appraiser left no card or information, so I can't contact the appraiser. I can not get anyone at PHH Mortgage to return my messages. I can no longer get into the loan application portal. I have had foundation engineers out to look at our house and they find it structurally sound and said it does not need further work. I can only guess at the reason for the rejection because I have not seen any documents or had anyone return my calls or messages or e-mails.
Company Response:
State: OR
Zip: 97132
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have disputed this account and have reached out to the company/creditors MANY times but failed. This account is being reported inaccurately and incorrectly on my credit report. I was told that Congress had passed the Coronavirus Aid, Relief, and Economic Security Act ( CARES Act ) to minimize the impact of the COVID-19 pandemic, In particular, The CARES Act places important requirements on companies that furnish information to consumer reporting agencies about consumers affected by the COVID-19 pandemic. Basically, during a pandemic creditor can not report payments as past due, and make proper accommodations to consumers. I see incorrect & inaccurate late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02302
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX Complaining Party : XXXX XXXX as the Personal Representative of the XXXX XXXX XXXX XXXX XXXX XXXX : Ocwen Financial Corporation XXXX # XXXX and PHH Mortgage NMLS # XXXX Contacts at the Company that I have already emailed separate letters to on XXXX : Ocwen Financial Corporation XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, Florida XXXX Attn : XXXX XXXX, President and CEO Attn : XXXX XXXX, Executive VP and CFO Attn : XXXX XXXX XXXX, Executive VP and General Counsel Attn : XXXX XXXX XXXX, Executive VP and Chief Servicing Officer XXXX XXXX Mortgage 1 Mortgage XXXX XXXX XXXX, NJ XXXX Attn : XXXX XXXX XXXX and CEO PHH Mortgage Corporation Loss Draft Department XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Texas XXXX XXXX : PHH Loan XXXX Loan Skey XXXX Claim XXXX XXXX XXXX XXXX XXXX, Colorado XXXX XXXX : XXXX XXXX To Whom It May Concern : Please take this as a formal complaint against Ocwen Financial and PHH Mortgage XXXX I have been trying to get this loan paid off now since XX/XX/XXXX ( for 26 days now ), when I sent an insurance check I had received from Travelers Insurance which was made payable to the Estate of my Father, to myself ( the undersigned ) and to Reverse Mortgage ( the Note Holder PHH is the servicer ). We sent in the requisite paperwork which was received by the Loss Draft Department at PHH ( on XX/XX/XXXX ) along with the endorsed check for {$540000.00} The approximate loan payoff to PHH is {$440000.00}, so there is approximately {$100000.00} which would come back to me and my family after the PHH loan was paid off. We had been told that it would take between three and five business days to process the payoff. The insurance check was the result of a tragic fire in XXXX Colorado on XX/XX/XXXX which saw over 1000 homes burn to the ground. Incidentally, President Biden toured the area the next week and the fire was declared to be a federal disaster. My fathers home burned down in that fire at XXXX XXXX XXXX in XXXX, Colorado. So, there was approximately {$100000.00} which would go back to my family after the loan was paid off we desperately need these funds. I am the daughter of the borrower. His name was XXXX XXXX XXXX. He passed away in XX/XX/XXXX and I was appointed under Colorado law as the Personal Representative of the Estate. My family had the property under contract to sell when the tragic fire occurred. As I said, we sent all the required paperwork and check in to the PHH Loss Draft Department by overnight service, which arrived and was signed for on XX/XX/XXXX. When we checked back ten days later, on XX/XX/XXXX we were told by the Loss Draft Department that they had not even processed the payoff and that it would be up to an additional 30 days until the payoff was processed. Further, we were told that we would not earn interest on the overage and that the underlying loan would remain accruing interest until the payoff was processed even though PHH had the payoff check in hand. We were not allowed to speak with a supervisor or anyone else that day. As you can imagine, this was not acceptable news and it seemed that it would be 40 days until we would receive the balance of the funds and to have the loan paid off. That just didnt seem right or proper or fair, plus PHH was charging interest on the loan when it had the payoff funds in hand and was not allowing interest to be earned on the overage funds no matter how long it took for PHH to respond. So on XX/XX/XXXX, I called the Loss Draft Department at PHH again and got no answers or information which we could rely on. It was a big blank I dont know from everyone we spoke with. We asked to speak with supervisors and were told none were available. We insisted and were transferred to XXXX XXXX ( XXXX ) that day who told us he would be our point of contact and that he would personally reach out to his counterpart in the Loss Draft Department named XXXX XXXX. Now, eight days later, we have not heard back from XXXX XXXX or XXXX XXXX despite leaving two messages each successive day with XXXX XXXX voice mail. Last Friday XX/XX/XXXX, I sent emails with a letter and back up materials to ALL people listed in this complaint, even now, much to my despair, not ONE HAS RESPONDED. This matter is hard enough without the cooperation from Ocwen or PHH. The house burned to the ground and we cant even get the loan paid off and get the balance of our funds back. We really need these funds from this tragic event. No one at PHH or Ocwen in any department is willing to take this on to get this resolved timely. I have waited long enough, please take this letter as a formal complaint against Ocwen and PHH for their delays, for not paying the loan off timely when it had the funds, for still charging interest to the loan when it had the payoff funds, for not allowing the approximately {$100000.00} to earh interest in this interim and to act negligently slowly in responding and processing this payoff. This matter has been at PHH now for 26 days with no response or action taken, this is unacceptable in any situation, but really unacceptable when this is the result of a tragic fire. Here is what I request please : -A person ( one person ) who will be our contact until the loan is paid off and will answer the phone when called or call us back and that we can reach by email who will timely respond back to us. -Immediate payoff of the loan in its entirety with a copy of the paid note and release of deed of trust sent to us as well immediately. -The payoff of the Reverse Mortgage loan to be dated as of XX/XX/XXXX, with interest stopping to accrue on the loan as of that date. This was the date PHH received the funds for the payoff. -The balance of the funds from the insurance check, with interest at a reasonable rate ( approximately {$100000.00} ) sent by overnight mail to the address below, with us being provided the tracking number also. We request that in a check which is sent back to us immediately made payable to The Estate of XXXX XXXX and XXXX XXXX. PLEASE DO NOT MAIL THE CHECK BACK TO THE PROPERTY, THERE IS NO MAIL SERVICE THERE SINCE THE HOUSE BURNED DOWN. The address for mailing that check back to me is as follows please : Estate of XXXX XXXX XXXX XXXX, Personal Representative XXXX XXXX XXXX XXXX XXXX, Colorado XXXX Very truly yours, Estate of XXXX XXXX. By : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2022-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Recently I submitted an additional complaint of fraud relating to PHH and Ocwen. For over 2 years when I called PHH they advised they could not assist me because my loan was not brought over from Ocwen after my CFPB complaint miraculously they put me in the system. Last week PHH sent an email stating it was an answer to my questions, it shut my email down and their email disappeared. After which all my mortage related emails disappeared. XXXX assisted me with getting them back. Today I received fraudulent documents from PHH to cover up fraud and the sale of my house in Georgia, documents they repeatedly said did not exist. XXXX XXXX, XXXX FRAUDULENTLY Submitted foreclosures documents electronically to XXXX XXXX. Shortly thereafter the principal party was fired from Ace, he was involved in another fraud that went to court. The foreclosure documents were filed and notarized by a married couple in real estate with a fraudulent cloud hanging over them, Ace was the front. Behind the scenes there were multiple real estate agents and companies as ghost interest parties all taking part in the high equity in my house. The current buyer listed does not live in the home but was one of the original buyers when I legitimately put the home up for sale. She backed out and then obtain the house through fraud. Kindly reference Ocwen 's letter of apology XX/XX/XXXX for losing my 3rd trial modification payment. Ocwen 's scheme was to continuous do modification and obtain funding and tack on additional finance charges to mortgage. Please reference the XXXXprincipal reduction from XXXX XXXX and the 2nd mortgage XXXX in XXXX. Despite PHH attempting to collect that in XXXX, XXXX, XXXX. In XXXX I had a principal balance of XXXX please remit the funds from the sale of my home and my title. I was not behind in payments and false document were submitted stating I lived in Pennsylvania and notification was sent there. These are criminal acts and should be viewed and resolved as such. Do the math XXXX balance in XXXX and 10 years later sold below value for XXXX then XXXX
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022 I received a final notice from the XXXX XXXX XXXX regarding one of two parcels encumbered by my mortgage. My property taxes are escrowed and to be paid by my servicer, PHH. I called PHH and was instructed to email " XXXX '' with my loan number and relevant information- I did and did not receive a response. On Monday XX/XX/2022 at XXXX PM CST I sent a picture of the final notice to the above email and to " XXXX '' per PHH instructions with a request for update and timeline for payment - I did not receive a response. After calling PHH again at XXXX PM CST, I was instructed to resend the email to the escalation support email with the subject " Loan Number : XXXXXXXX ; Attention : XXXX ; Agent ID XXXX '' - I did. The agent on the phone, XXXX confirmed receipt and said he would get back to me with an update. I did not hear back from XXXX. On Wednesday XX/XX/2022 I sent a follow up email to escalation support asking for an update. I did not receive a response. At this point, the notice of the the delinquent amount and my name had already been run in a local newspaper and if the amount was not paid by XX/XX/2022 the property would go to a tax sale. After several more calls I was always told the tax department was working on it and they didn't have an update or estimated timeline for resolution. This was of course highly concerning giving the urgency of the matter. I did finally receive a call back on XX/XX/2022 - but to my dismay, the update was that they did not have an update or timeline for resolution. Fearing that nothing was being done and that no resolution was in sight, I paid the property taxes out of pocket on XX/XX/2022. I sent PHH a receipt for the payment, requested reimbursement and expressed my dissatisfaction with the entire process and lodged a formal complaint ( via email ) with a XXXX business day timeline for response. I have not received any form of response. PHH has not acknowledged my complaint, or attempted any resolution on this matter. PHH has shown a total disregard for my issue. I'm clearly just another file to them, but if this is how they treat their customers, something needs to be done. To be clear, I did not seek out PHH for a loan, my original lender sold the loan which was then sold again to PHH. If I had any say in the matter, I would never conduct business with PHH
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 620XX
Submitted Via: Web
Date Sent: 2022-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: PHH Mortgage is our mortgage servicer. They purchased our loan from the original company OCWEN which initiated the loan modification in XXXX. In XXXX Ocwen mortgage company was to remove the forgiven amount of {$350000.00} from our account. Ocwen mortgage company refuses to remove loan modification forgiven debt from our account because they say we were 3 months late on mortgage payments which voided the contract for the loan modification. Ocwen has since deferred the forgiven monies of {$350000.00} and added that amount to our total mortgage amount. Until that forgiven monies gets removed from our account we are unable to refinance. The home has a 2nd mort in the amount of {$120000.00} which was not included in the loan modification add to that the FORGIVEN amount of {$350000.00} and then the principal owed of {$190000.00} bringing the total owed on this house of XXXX. The house is valued at {$400000.00}. We did receive a 1099 for forgiven {$350000.00} amount and had to claim this amount was forgiven to the IRS. When the mortgage company was questioned on why they would not remove the forgiven amount I was told it was due to being 3 months late and to get with the IRS and have THEM undo the tax return regarding the forgiven monies we had to claim. I have provided doc which says we were never 3 months late as stated by Ocwen which is their reason for not honoring the loan modification. The only reason we late at was due to the insurance issue and Ocwen not allowing us to make any payments. I have provide the attached documents proving we were never 3 months late and therefore Ocwen needs to remove the forgiven monies in the amount of {$350000.00} from our account as agreed on in the loan modification contract. On XX/XX/XXXX we paid {$1800.00} for XX/XX/XXXX payment. On XX/XX/XXXX we paid {$1800.00} for XX/XX/XXXX payment. On XX/XX/XXXX we paid {$1800.00} for XX/XX/XXXX payment. see attached doc These payments were trial payments that had to be made in order for Ocwen to approve the loan modification. In XX/XX/XXXX contract doc from ocwen stated mortgage would be $ 1250 monthly and we all signed doc completing the paperwork for the loan modification the XXXX of XX/XX/XXXX. In XX/XX/XXXX we received our 1st statement and the payment was {$1900.00}. This statement never said I owed for XXXX and was paid on XX/XX/XXXX. In XXXX the statement was higher and I was told it was due to insurance premium. I found another insurance company and the new premium is {$1400.00}. ( see attached ) XXXX payment was paid XX/XX/XXXX, due to that was when Ocwen allowed new insurance to take effect and altered our payment amount. The XXXX payment was paid on XXXX XXXX. ( see attached ) When we tried to pay the XXXX payment a week later we were told that Ocwen would not accept the XXXX payment and if I paid it they would send it back. Ocwen stated that I was behind 2 payments ( XXXX and XXXX ) and they would only accept the 2 payments together. At this time XXXX I owed XXXX and XXXX. On XX/XX/XXXX we paid {$6100.00}, because we had just done this loan modification we didn't have 2 months mortgage monies on hand. We had to take a loan from our TDSP in order to straighten out the 2 months ( XXXX & XXXX ) NOT XXXX & XXXX owed with Ocwen that is why it took until the middle of XXXX to complete. In order for the loan modification to be in default we needed to be 3 months late and it had to be late by the END of the XXXX month per the contract. This never happened as XXXX, XXXX and XXXX payments were paid XX/XX/XXXX. Ocwen wouldn't allow us to pay XXXX payment and then the XXXX payment in XXXX. They wanted both payments paid at the same time. That was just one example of the bank not working with us. Three payments of XXXX x XXXX = {$5600.00} we paid {$6100.00} please see attached doc. Ocwen needs to honor the modification contract and remove the forgiven {$350000.00} amount from our account as agreed to.
Company Response:
State: FL
Zip: 33569
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for a mortgage modification in XXXX of 2021. I followed all the instructions I was given to have my mortgage modified. The modification was approved, and I was sent documents to sign and have notarized. I did, and I returned the document as instructed. I called to find out why my modification was not process and they said that the notary did not include my full name so I would have to get the documents re-notarized. I did and sent the documents back within 2 days of finding out I had to have the documents re-notarized. About a week later I got a phone call from PHH Mortgage, and they said my load was in default. The representative to talked to me said there was nothing they could do because the denial letter had already been sent.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A