Date Received: 2022-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I submitted a draw request as I have in the past to PHH mortgage/OCWEN/Liberty Home Equity Solutions . When I secured this loan in XX/XX/XXXX PHH committed in writing to issuing payment within 5 days of receiving the request. My request was for {$50000.00} of the {$140000.00} of available credit. My Aunt did not receive payment by XX/XX/XXXX so I called the PHH office handling this in Michigan ( as is Ocwen and XXXX all at the same address ). They spoke with me freely on the account. I was informed my Aunts account and all records were sent to the PHH office in Fl. on XX/XX/XXXX and I was given their number. The same day XX/XX/XXXX, I called PHH in Fl. They refused to speak with me on the account explaining that I was not authorized per their records. I explained the full details about me setting up this loan via a POA for my Aunt. I was given an email address for customer assist and told to contact them. I explained that PHH in Michigan can verify that I was authorized as it still shows up on their records. I called FL. again XX/XX/XXXX and XX/XX/XXXX each time being told by the PHH rep that they couldn't talk to me about the loan since by their records I am not authorized. I explained all the details again and I was told again to send an email to PHH customer assist. I sent 3 emails as the customer assist.I never got a response. On my XX/XX/XXXX call It was recommended that I fax the POA to them it might help which I did XX/XX/XXXX. I heard nothing so I called again XX/XX/XXXX from my Aunts house who authorized me to speak with PHH. I was told that they were all backed up with transfer files and that they had the XX/XX/XXXX draw request but the POA had not been uploaded yet. They could not tell me when they would be caught up. On XX/XX/XXXX I again called and I was able to speak with the PHH rep after she confirmed I was authorized. I assumed the POA issue was over. The PHH rep suggested I send a new fax for the draw request and she would document to the file to process only one of my {$50000.00} requests, whichever they got to first. I faxed the request on XX/XX/XXXX. On XX/XX/XXXX I called to confirm receipt of the fax and I was told I am not authorized to speak to them, back to square one with PHH. I asked to speak to a supervisor and was told they would not speak to me since I was not authorized on the account. I was also told that PHH 's legal department has to review the POA and that could take 30 days. It is clear that PHH is not honoring their contractual commitments and appears to be intentionally withholding payment on the pretense that they need a document that has been in their possession for 5 years and also resent to them weeks ago.. I set up this loan via a POA five years ago. I faxed a copy of the POA to PHH on XX/XX/XXXX. PHH 'S own Michigan office verifies I am authorized on the account. The PHH rep I spoke to on XX/XX/XXXX verified I was authorized.There is no legitimate reason for this draw request not being honored already. A 5 day payment commitment by PHH is now at 39 days with another potential 30 day delay for legal to review the POA that was used to set this loan up with them in XXXX XXXX. ( in other words that has been in their possession for five years ). This is having a major negative impact on my Aunts care and payment needs to be made immediately on the draw request.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX, my husband and I are homeowners in XXXX, PA. We live just outside XXXX XXXX in the XXXX XXXX section of XXXX XXXX XXXX I am submitting this complaint in an effort to bring the business practices of PHH Mortgage to your office 's attention. For the past six years we have been fighting for a mortgage loan modification in an effort to save our family 's residence and home. My husband, XXXX XXXX and I moved here with my son XXXX in XXXX because it was central to public transportation. My husband is handicapped and unable to drive so it was important to live in a family friendly neighborhood that was centrally located. Our hardship began in XXXX when my father, a United States veteran was diagnosed with XXXX. I was forced to take time off from work to help with his care and ultimately we fell behind on our monthly mortgage payments. Unfortunately In XX/XX/XXXX my father passed away as a result of his XXXX. At that point I was able to return back to work and again get back on track with my payments so I reached out to my lender PHH Mortgage for options. The first time I applied for a modification I was denied. At that point I felt it was important to obtain legal counsel. I worked with a lawyer for a very long and stressful 2 years. We went back and forth with PHH constantly running out the time clock on multiple applications. Ultimately, PHH denied the modification even after an appeal and litigation. In XXXX my lawyer stopped representing my case and instead encouraged me to apply again on my own. The effect of the Covid-19 pandemic had set in and staffing was too low for her to continue my case. I again began the long and painful application process by myself. Once again PHH would run out the time clock on all paperwork, ultimately forcing me to continuously resend the application time and time again until XX/XX/XXXX. Finally in XX/XX/XXXX I received a letter from PHH that my Modification Application was approved. We received the Promissory note in the mail and were informed that we needed to make the next 3 payments on or before the 1st of XXXX, XXXX, and XXXX and return the Promissory note signed with a notary present. We immediately went to our notary and returned the signed Promissory note via overnight mail. In addition we sent the payment via overnight mail so it would arrive before XX/XX/XXXX. Unfortunately PHH rejected the Promissory Note. They stated both on the phone and in writing that XXXX signature was not legible. We again returned to our notary with the new agreement, this time XXXX made his signature more clear and legible. We again returned the Promissory note via overnight mail. In addition we sent in our 2nd payment via overnight mail so that it would arrive by XX/XX/XXXX. Unfortunately PHH again rejected the Promissory note. This time they stated that the notary needed to write XXXX XXXX AKA XXXX XXXX XXXX XXXX on his line within the Promissory note. We again returned to our notary with the new agreement, this time the notary was careful to write XXXX XXXX AKA XXXX XXXX XXXX XXXX on each of his lines. We again returned the promissory note via overnight mail. Unfortunately PHH rejected our Promissory note a 3rd time. This time we asked for their specific request in writing. In their communication to us, PHH stated that now both XXXX and the notary needed to write XXXX XXXX AKA XXXX XXXX XXXX XXXX on every single line within the Promissory note. We again returned to our notary with a new agreement. We also showed our notary the written documentation specifically outlining what each signature line should say. Both the notary and XXXX signed each line exactly as stated in writing from PHH Mortgage. We again returned the Promissory note via overnight mail. We also again sent our 3rd payment via overnight mail so that it would arrive by XX/XX/XXXX. At this juncture, PHH has rejected our Promissory note for a 4th time. PHH has now stated that we need to again re-submit a new modification application package and start from the beginning of the loan modification process. We have done everything that PHH has instructed us to do in order to complete the agreement and remain in our family home. Over the past six years we have submitted countless applications as a result of PHH Mortgage 's poor communication and poor business practices. We will do anything that we can do and have to do to save our home in this difficult time however this ongoing 6 year fight with PHH mortgage is abusive to myself and my family and their housing practices are fair from fair. We have submitted all required paperwork, and we have proven all required income. Please help us save our residence and our home. We believe that we are being denied fair housing rights as it relates to the right to receive a fair chance to keep our home. Our neighborhood is being heavily gentrified and we fear that we will become victims of redlining within our neighborhood. We have proven all income and we have returned all required documentation needed to fulfill a complete modification application. PHH Mortgage has clearly tried to run out the time clock and foreclose on this home on many occasions despite our ability to prove that we can get back on track with our mortgage. PHH Mortgage has had a class action suit for this very reason and has been ordered by the federal government to give a fair chance for modification in the past. Their way around that is to simply run out the time clock. I have fallen victim to this practice from PHH from XXXX. Please help us save our home.
Company Response:
State: PA
Zip: 19139
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH has not given me due diligence to receive documents, and to respond to them in a reasonable amount of time. I received my mail today, Thursday XX/XX/XXXX. To my surprise, when I opened the letter, the items were due on the same day, today, XX/XX/XXXX. That gave me exactly 1 day to find all of the documents I needed. The letter from PHH is dated on XX/XX/XXXX, a Thursday, They gave me 14 days to get the document back, including 2 holidays, XXXX and XXXX XXXX 's Day, and weekends. I wonder what date they actually mailed the letter out since it would have been XXXX XXXX. The post office scanned the document to be delivered to me on Monday, XX/XX/XXXX. I received it on Thursday, XX/XX/XXXX. I must make a complaint about this because other people are probably being treated the same, and I am certain this is some type of regulation violation. Lucky for me, I have a service from the postal office that scans my mail, and dates when they received it, and will be sending it to me. If it weren't for this, I would be accused by the bank that I did not comply with their request.
Company Response:
State: FL
Zip: 33169
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been working with my mortgage broker since XX/XX/XXXX. We needed to get a loan payoff from PHH Mortgage. I requested one on XX/XX/XXXX from XXXX. The new lender that my broker had lined up was not ready to close. So a new payoff was ordered on XX/XX/XXXX they stated it would be available in 14 days, we did receive this one but the payoff date was off. As my broker told me the payoff needed to be good through months end due to the fact a reverse mortgage is an FHA loan and all payoff must be good through that month. I did receive a communication in the mail from PHH mortgage that my loan has been transferred on XX/XX/XXXX to a new servicer. When i spoke to the servicer on the phone XX/XX/XXXX they stated the payoff would be to my home within 10 days. It is now XX/XX/XXXX and i have not received anything from this lender. I would like some help or answers. I just want to refi this loan and take advantage of the excess equity in my home. All other items have been cleared by the new lender but without a payoff they will not fund the new loan.
Company Response:
State: FL
Zip: 33407
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: I AM HAVING ON-GOING FINANCIAL MISMANAGEMENT OF MORTGAGE PAYMENT PROBLEMS. FIRST WITH OCWEN LOAN SERVICING, LLC THEN WITH PHH MORTGAGE SERVICES WHICH MERGED WITH OCWEN LOAN SERVICES @ XXXX, XXXXBOTH COMPANIES ARE GUILTY OF TAKING ANY ADDITIONAL FINANCIAL PAYMENTS THAT I MADE EACH MONTH OF MONIES THAT WERE MORE THAN THE REQUIRED MONTHLY PAYMENT WHICH I HAVE CONSTANTLY INDICATED TO BE PAID ON THE DEFERRED PRINCIPAL BALANCE OF {$73000.00} ( A BALLOON PAYMENT ) THAT I BEGAN PAYING ON IN XXXX SO THAT I WOULDN'T HAVE TO PAY A LUMP SUM OF {$73000.00} ONCE THE REGULAR PRINCIPAL MORTGAGE WAS PAID. INSTEAD, FIRST, THIS CONSTANTLY TOOK PLACE WITH OCWEN LOAN SERVICING, LLC. THEN, WITH THE MERGER OF OR A PURCHASE DEAL BETWEEN OCWEN AND PHH MORTGAGE SERVICES IN XXXX OF XXXX THE FRAUDULENT PRACTICE OF FINANCIAL EXTORTION HAS CONTINUED OF IGNORING MY STATING IN WRITING WHERE I WANT EXTRA FINANCIAL PAYMENTS TO GO WHICH WAS ON THE DEFERRED PRINCIPLE, AND BOTH OCWEN AND PHH PUTING THE EXTRA MONIES WHERE THEY CHOSE TO OR WANTED TO AS EXTRA MONTHLY PRINCIPAL PAYMENTS AND EVEN AS AN ADDITIONAL ESCROW PAYMENT. I HAVE CONSTANTLY BEEN GIVE " LIP SERVICE '' APOLOGIES AND FALSE PROMISES, EACH AND EVERY TIME THAT I HAVE CONTACTED THEIR CUSTOMER SERVICE DEPT. AND/OR ESCULATION MANAGER DEPT ONLY TO HAVE THE FRAUDULENT EXTORTION AND PRACTICE TO CONTINUE TO THIS DAY. PHH CONTINUES TO MAIL ME MONTHLY STATEMENTS WITH INCORRECT FINANCIAL INFORMATION AND FINANCIAL ACTIVITY. I HAVE EXTENSIVE, DETAILED HARD COPY WRITTEN AND PRINTED INFORMATION THAT SHOWS THE ON-GOING PRACTICE OF FINANCIAL EXTORTION BY OCWEN FROM XXXX THRU XXXX BEFORE THE MERGER WITH PHH MORTGAGE SERVICES AS WELL AS HARD COPY RECORDS FROM XXXX, XXXX TO THE PRESENT BY PHH.BY THEIR CASHING DEPARTMENTS IGNORING MY WRITTEN AND PRINTED INSTRUCTIONS OF WHAT WAS TO BE PAID WITH MY EXTRA MONIES ON-LINE AS WELL AS IN WRITING ON THE MAILED MONTHLY PAYMENT COUPONS AND IN WRITING ON MY CHECKS.THAT ARE ATTACHED TO THE MONTHLY PAYMENT COUPONS..
Company Response:
State: CA
Zip: 94602
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: When the mortgage forbearance ended in XX/XX/XXXX, I applied for a loan modification, from my lender, PHH, in XXXX. I was still struggling to make my mortgage payment. My income was still limited as my income was/is from rental property and the tenants were not working and therefore not able to pay rent. They too were under the moratorium and could not be evicted and replaced. I applied for the loan modification to avoid foreclosure. I submitted all the documents PHH requested in a timely manner. I updated documents when they requested. They have repeatedly asked for the same documents such as bank statements, pay stubs, profit and loss statements, over and over again and the ones I have been sending have not expired. On XX/XX/XXXX they told me the modification had been approved and I would receive my modification package in 7-10 days. When I called to inquire about the package, they told me I had to send more documents. This is a systemic practice they have been using to force me into foreclosure. I never get the same Relationship Manager and they all have different stories.
Company Response:
State: GA
Zip: 304XX
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received a divorce from my wife in XXXX and the house was given to me all right so the house I filed for a loan modification in XXXX which I was approved for and continued on the moon modification. Ran into financial problems And reapplied in XXXX for another loan modification. I was approved paid all the payments on time. Then Phh Mortgage decided I needed my ex-wife signature all of a sudden. Ive had this in litigation in courts Phh Mortgage has been sued for many of the similar situations not allowing XXXX mods and going after foreclosure in many states. So after months of trying to get them to give me the loan modification without her signature. Thats my ex-wife. Period they put it in default in my mortgage and said I was behind and now after while they were going to proceed for closure. I saw them in court. My wife is XXXX and the XXXX and things through this whole has been XXXX XXXX XXXX XXXX. The cases now in the New Hampshire Supreme Court and is an appeal from the lower court. I filed for a motion to stay the foreclosure which was scheduled for XX/XX/XXXX by Phh. During this time I had a purchase and sale agreement which wouldve paid Phh of liens and give us a profit to move on. I sent it to Phh Mortgage ignored the purchase and sale and while litigation and appeals are going on in the Supreme Court and heading for the lower court they foreclosed on XX/XX/XXXX out of the blue. They sold the house for {$160000.00} which left me with no profit and no liens paid it just paid their due. I had the house for sale for XXXX with a buyer who didnt need inspection or anything it was in stone. Which means they wouldve been paid XX/XX/XXXX and we all couldve walked away and no disruption of my life in glens would be paid and Phh wouldve lost nothing. Instead they snuck in sold it at auction for the amount I set above. Now my XXXX wife and I will walk out of here with nothing. Shes been XXXX I am XXXX XXXX XXXX with many health issues. They were willing to throw us on XXXX XXXX with no profit and a XXXX woman This is been much pain and suffering when is that couldve been avoided by just letting Us Sell our House and walking away. They have done this many times in the past to other buyers have been sued in many states and you can check on that. Ive already filed a complaint but this is different I did not include many things that they did I want them to be held liable. And to reverse this foreclosure sale because of XXXX XXXX. It is the right of my wife do not be XXXX XXXX XXXX XXXX XXXX during XXXX with nothing on XXXX XXXX when things are set and everybody wouldve been paid and we have XXXX XXXX XXXX XXXX XXXX. Theyre going to make excuses. Theyve been sued so many times this is a case of going against XXXX act on a XXXX person when they couldve taken care of it it really is a horrible thing and a horrible company to do this Phh Mortgage related to Ocwen mortgage have been sued so many times its ridiculous. I want this complaint to stand for a while not be settled in one day like the last one. Nothing was addressed by them other than legal paperwork. Does not excuse their treatment of a XXXX woman and And stealing of profits that couldve allowed us to move on to get another place to rent or buy. Theyve ruined our credit with this. So it basically be on XXXX XXXX which is unconscionable I did contact Phh his attorney he was aware of the purchase and sale. He ignored it. And ignored litigation in the courts thats going on right now in the Supreme Court of New Hampshire. And a remand is asked by us to the lower court which really shouldve settled the state to prevent this foreclosure. They knew this and did it anyway for closing on my house. This company Has no regard for human compassion and against XXXX act laws. And certainly not a reasonable weight of two weeks for the house to sale before their foreclosure. They should be reprimanded and I want this report answered sincerely why they did it anyway. We are in XXXX XXXX My wife has been ill worse since this. Phh Mortgage was well aware of XXXX people living here in my home. It seems like my last complaint was answered in two days. How can that be with no research I want this researched and I want them held accountable for against the XXXX act in an illegal act to dislodge us from our house especially when they know we will make profit and move on with compassion. They had none or even considering litigation in the courts sincerely XXXX XXXX
Company Response:
State: NH
Zip: 037XX
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX, I again contacted PHH Mortgage after they did not call me back within 48 hours as promised during the hour and a half phone call with them on XX/XX/XXXX. Many times during the phone calls I requested of them to accept my XX/XX/XXXX mortgage payment. They kept refusing to accept my XX/XX/XXXX mortgage payment and demanded that I must first pay in full the deferred amounts under the forbearance plan. As shown on the PHH Mortgage website, they will CALL me before the end of the forbearance plan to discuss all options. My forbearance plan ended XXXX XX/XX/XXXX as agreed by PHH Mortgage and myself. They never called me and they now refuse the forbearance amount being placed onto the end of the loan as they previously agreed to. During todays phone call I asked a question I already knew, Who Backs My Mortgage. After demanding the proper answer, I was informed my mortgage is backed by XXXX XXXX. I was then informed ; Our investors are not approving your forbearance amount to be placed onto the end of the loan. XXXX XXXX website in big bold letters says ; You dont have to repay the forbearance amount all at once upon completion of your forbearance plan : Get the facts. This matter is extremely important and urgent because of the false information PHH Mortgage is tell the American people. This is nothing but a unlawful money grab taking advantage of XXXX XXXXXXXX and others who have extensive equity who may not be able to defend themselves from the unlawful acts being committed by PHH Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98498
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for a modification and was denied in XX/XX/XXXX : I appealed the denial on XX/XX/XXXX and PHH told me they received the denial and I needed to add more information to my appeal ; which I did and submitted on XX/XX/XXXX. I had a foreclosure sale scheduled for XX/XX/XXXX, and I was told the foreclosure was on hold due to my appeal : I believed the Home owner bill of rights would give me a 30 day protection but PHH lifted the hold on my foreclosure. I filed a XXXX on XXXX to stop the sale ; please help me communicating with PHH and help me get a modification. Thank you
Company Response:
State: CA
Zip: 91910
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am the XXXX for my father 's estate. We provided that info along with his death certificate. XXXX still demanded to speak to my deceased father and requesting his signature. He passed in XXXX of 2021 We just need a pay off amount on his home which we have sold almost a month. I also have my lender trying to get this info from them as well and no luck.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43204
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A