Date Received: 2022-01-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Around XX/XX/XXXX my wife and I assumed aassumed an FHA loan through XXXX XXXX. Our loan was taken over by another company after about 6 months or so. The latter company was PHH Mortgage Services. PHH Mortgages Services handled all of our escrow affairs for about XXXX XXXX years. Somewhere in the process it seems that the escrow account was mishandled, in which has led to a significant deficit in our escrow account. XXXX sent out a check to us prior to this deficit stating that we didn't need that much in the account per my conversation over the phone with one of their reps around XX/XX/XXXX. I asked the represetative sveral times if whether or not they were sure in which I recieved an affirmative reply. Upon year end ( XXXX ), property taxes were paid out of the escrow and the account went into a negative ( about {$2500.00} ). Not long after this they sold the loan to XXXX Mortgage. In the process of selling the loan XXXX allowed our home insurance to lapse, adding insult to injury. This led to XXXX XXXX picking up an insurance policy unbeknownst and unapproved by us. This push us even further into a deeper deficit. Inevitably, property taxes comes around to the current year and we are now face with a substantial negative balance in escrow. For the month of XX/XX/XXXX our mortgage payment doubled ( around {$3600.00} ). As we were unprepared for this new amount, we faced a delinquent account. We are now struggling to make these new payment and are on the verge of going into default. If there is something that can be done please assist. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76227
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Property XXXX XXXX XXXX, XXXX, NJ XXXX # XXXX Sold XXXX 1st Modification XXXX Transfer to Ocwen XXXX Three payments paid but not credited XXXX, XXXX, XXXX and XXXX, XXXX. XX/XX/XXXX loan transferred to XXXX. XX/XX/XXXX payment sent to XXXX as directed. XX/XX/XXXX loan sent back to Ocwen. XX/XX/XXXX XXXX payment returned to Ocwen and credited to trial modification. Nj 2nd Modification trial payments completed XXXX, XXXX to XXXX, XXXX Shortage of {$5000.00} requested to be corrected. Ocwen refused to add the missing {$5000.00} and ended the Modification saying that {$10000.00} was owed in XXXX, XXXX. XXXX, XXXX Appeal sent for termination of the Modification to Ocwen and XXXX XXXX but they refused. XXXX, XXXX mortgagee filed complaint in XXXX XXXX XXXX XXXX and requested that the mortgage be paid through a court account since Ocwen was not applying payments properly. Request denied. XXXX mortgagee files a XXXX Complaint in XXXX XXXX XXXX. XXXX Servicing of the Mortgage was assigned to the XXXX XXXX XXXX. Improper Servicing was submitted for every stage of the Foreclosure Process so mortgagee was unable to appear due to never being notified. XX/XX/XXXX trial period for XXXX Modification was paid until XX/XX/XXXX but no permanent modification was received in the mail from Ocwen. XXXX XXXX XXXX said they sent the permanent Modification by email which was false and subsequently XXXX closed the Permanent Modification in XXXX, XXXX unknown to the mortgagee so payments continued until XXXX, XXXX. In answer to a CFPB complaint also in XXXX, XXXX, the missing payment of XXXX, XXXX was found and credited back to the mortgage. The missing payments of XXXX & XXXX should be investigated so it can be verified that the loan was not delinquent in XXXX and the Foreclosure is illegal and should be reversed in favor of the mortgagee by titling the house to the mortgagee for {$16000.00} and no further payments. Or return the house for {$2000.00}.
Company Response:
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage on XXXX, XXXX and XXXX XX/XX/XXXX refused to accept my regular monthly mortgage payment due for XX/XX/XXXX. My mortgage forbearance ended XXXX XX/XX/XXXX. Numerous times on XXXX XX/XX/XXXX on my recorded line XXXX different PHH Mortgage representatives insisted I must pay the differed mortgage forbearance amount in full before they will accept my XX/XX/XXXX regular monthly mortgage payment. PHH Mortgage representatives would not provide any other options except payment in full of the differed forbearance amount right now. PHH Mortgage already approved my mortgage forbearance amount to be paid at the end of the mortgage. PHH Mortgage representatives many times during the active XXXX minute recorded phone call on XXXX XX/XX/XXXX, adamantly denied my right not to be required to pay the differed forbearance amount all at once before accepting my XX/XX/XXXX mortgage payment, I believe they were reading from a unlawful rehearsed script. They made an offer for them to call me back in a few weeks, I refused and demanded they accept my XX/XX/XXXX right now. At the end of the call I was informed they would call be back within XXXX hours. If they do this to me they do it to others.
Company Response:
State: WA
Zip: 98498
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loan Modification payment 3 times higher than normal payment. PHH is acting in bad faith and illegal business practices ; 1 ). During this entire process, I have only actually talked to my single point of contact only once and that was after I needed to set a 2 week appointment - PHH has NOT provided me with a true in fact single point of contact - please see attached phone log I had with a PHH customer service rep herein attached ; 2 ). Loan Modification payment is too high ( see attached PHH letters ) My loan modification payment is suppose to be lower ( PHH can achieve this by forgiving partial balance, extending loan term to 40 years, lowering interest rate to 1.5 %, first 5 years set the monthly payment at {$2000.00} and then gradually increase - We are just getting through a pandemic which wreaked financial havoc on myself and my family and NOW PHH proposes I pay nearly {$7000.00} per month? 3 ). XXXX XXXX- during this entire loan modification process, PHH has held an open and active Trustee 's Sale date against my home. I requested written confirmation that said XX/XX/XXXX was cancelled however PHH never provided me with any. Please see attached notes ; When I called into my single point of contact who was not available, the PHH customer service rep would NOT confirm that said XX/XX/XXXX was cancelled however told me I could speak to my single point of contact on XX/XX/XXXX which was the soonest I could speak with him.
Company Response:
State: CA
Zip: 92692
Submitted Via: Web
Date Sent: 2022-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I HAVE MY HOME MORTGAGE FINANCED WITH XXXX XXXX NON ESCROW ACCOUNT. I WAS PAYING MY TAXES EVERY YEAR PLUS MY HOME INSURANCE. 4 MONTHS AGO I FOUND OUT PHH MORTGAGE BOUGHT OUT MY LOAN. MY MONTHLY PAYMNET WITH XXXX MORTGAGE WAS {$1000.00}. PHH MORTGAGE CHANGED MY PAYMENTS TO {$2200.00} AND ADDED ESCROW WITHOUT INFORMING ME EVEN THE TAXES & HOME INSURANCE BEEN PAID MY ME LAST YEAR, EVEN THIS YEAR. MY LOAN NUMBER IS XXXX. I CALLED PHH MORTGAGE SEVERAL TIMES AND BEEN TALKING TO THEM ALMOST 3 MONTHS NOW BUT NOTHING HAS BEEN FIXED. I NEED SERIOUS HELP. IF NOT FIXED I AM GON NA GO LEGAL WAY AND SUE THEM. ATTACHED IS THE COPY OF TAXES PAID LAST YEAR AND THIS YEAR. I AM FILING MY COMPLAINT THIRD TIME ON THIS SITE NOTHING IS RESOLVED YET. PHH ROBBERS CALL ME AND TELL ME A NEW STORY EVERY SIGLE TIME, NOTHING HAS BEEN DONE, STILL NO SOLUTION.
Company Response:
State: TX
Zip: 75010
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Have tried three times to get the information on eliminating PMI. Will not let me get to payoff amount that it takes to no longer be charged that fee. I have been a customer for 12 years and have NEVER been late on a payment. I have called and put on hold all times until they just hang-up. Over 3 hours of my time wasted just on those calls alone. They know that I should not be paying PMI any longer and they keep avoiding me. Also, I have sent two Certified letters asking for that info and all they do is respond with a canned e-mail. Please help, this is not right!
Company Response:
State: IL
Zip: 613XX
Submitted Via: Web
Date Sent: 2021-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company PHH is not making timely payments from escrow to pay my insurance premiums. In mid-XXXX of 2021, my flood insurer advised that the {$750.00} premium had not been paid and was overdue. I had to make a direct payment by credit card to avoid a lapse in coverage despite the fact that the mortgage company has been billing for this premium to be paid out of escrow. The same thing happened today. My homeowner 's insurer advised that premium of {$2000.00} had not been paid and is now overdue. They want me to make a direct payment today to avoid a lapse in coverage. When I call the PHH customer service telephone number, I can not get through to a live person. When I send them an email, I receive an unhelpful response indicating that they are looking into it and will get back to me. But they don't.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19146
Submitted Via: Web
Date Sent: 2021-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: 1. PHH MORT SVC Account Number : XXXX Please correct this inaccurate information on my credit report. I recently pulled my credit report from your Bureau and my attorneys and I had a chance to go over my credit report and in amazement, that you have decided to report me 120 days late on this account in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX as well as 180 days late in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I immediately disputed this information with PHH MORT SVC and the results of the investigation came back " verified ''. Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated below : 1666. Correction of billing errors ( b ) Billing error ( 4 ) The creditor 's failure to reflect properly on a statement, a payment made by the obligor or a credit issued to the obligor. ( 5 ) A computation error or similar error of an accounting nature of the creditor on a statement. ( 6 ) Failure to transmit the statement required under section 1637 ( b ) of this title to the last address of the obligor which has been disclosed to the creditor, unless that address was furnished less than twenty days before the end of the billing cycle for which the statement is required. ( 7 ) Any other error described in regulations of the Bureau. 1666a. Regulation of credit reports ( a ) Reports by creditor on obligor 's failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligor 's credit rating or credit standing because of the obligor 's failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title, unless the creditor also reports that the amount is in dispute and, at the same time, notifies the obligor of the name and address of each party to whom the creditor is reporting information concerning the delinquency. ( c ) Reports by creditor of subsequent resolution of delinquent amounts A creditor shall report any subsequent resolution of any delinquencies reported pursuant to subsection ( b ) to the parties to whom such delinquencies were initially reported. 1666b. Timing of payments ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. Because I take my credit very seriously, I contacted every name and account that was listed on the report. I was again very shocked by the multiple names, account numbers and figures. Included with this letter, is every letter written to those who have hampered my ability to obtain credit. I believe that any judge that looks over the report would agree that it is a violation of both the FCRA, CCPA and FACTA. The following accounts were listed on your report and I have demanded from them a full accounting and five years worth of records to see if their accounts were in violation of the FAIR CREDIT BILLING ACT ( FCBA ). We also demanded signed contracts, agreements or any legal paperwork that would tie us to the following accounts. Under the FCRA, you are required to conduct an investigation on this account if I request it. I DEMAND to see all 100 % verifiable proof that I was indeed Verifiably late on these accounts and the creditor fulfilled its obligations under ( FCBA 1666 ( a ) ( 2 ) ), As I was never notified of a billing delinquency on my accounts, which the creditor must do under section ( FCBA1666 ( b ) ( 6 ). I DEMAND to see proof that I was mailed my statement to the correct address notifying me of both payment due date and delinquency of payment on the account. If you can not provide 100 % Verifiable proof and proper documentation that the CREDITOR fulfilled its obligations under the ( FCBA ) and ( FCRA ), I therefore demand these late payments be removed from my account or I will be forced to be in contact with the Attorney General of my State and the Consumer Financial Protection Bureau. I therefore am submitting my written request to you to conduct an investigation. Per the FCRA, you have 30 days to conduct this investigation and respond to my request. If you do not respond within this time period, per the FCRA, you must remove this negative information. Thank you for your time, XXXX XXXX SS # : XXXX Date of Birth : XX/XX/XXXX XXXX : Consumer Financial Protection Bureau po box 4503 Iowa City, Iowa 52244
Company Response:
State: NJ
Zip: 075XX
Submitted Via: Web
Date Sent: 2021-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage is with PHH/XXXX and because of covid I have been on a forbearance plan for well over a year ( XXXX XXXX XXXX and XXXX for supplemental retirement income and could n't drive because of covid ). For at least the last XXXX months PHHXXXX has asked me for documentation concerning my hardship. During this time it has been an exercise in frustration. I have talked to several of their agents. They have requested much documentation which I can understand but there is a lack of communication amongst their employees. I don't know if they're losing some docs or what. I have been asked XXXX for a mortgage assistance application ( sent XX/XX/2021 and XX/XX/2021 ) and have been asked XXXX for bank statements the last of which I have sent XX/XX/2021. I was asked to send a hardship letter which I sent XX/XX/2021. One agent will tell me one thing and another will tell me something else. On XX/XX/2021 I talked to XXXX ID # XXXX. He admitted that PHH/XXXX could be giving me wrong information. I then asked to speak to a supervisor and spoke with Classia ID # XXXX. He told me to just wait for a deferment. Then on XX/XX/2021 PHH/XXXX called and asked for XXXX years tax returns, and AGAIN XXXX most recent bank statements and a business profit and loss statement all of which I sent onXXXX. To add to all this PHH/XXXX sent a letter to my home insurance agency XXXX XXXX saying that my property/house is vacant. PHHXXXX had to send a letter of retraction to XXXX XXXX stating that they made an error ( sent XX/XX/2021 ). To me all this shows incomitance and lack of communication between PHH and XXXX mortgage. I have sent everything they have asked of me and still no resolve They are now telling me that I have to start the process all over again because it's been over a month and I didn't sign some docs ( they didn't inform me of this and in the letter they sent me there was no mention of missing signatures ). This will mean that for the third time I have to send all documentation AGAIN. Hoping you all can help me in this matter. P.S. - I have also filed a complaint with the XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 74112
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been dealing with this issue since XX/XX/XXXX when I started applying for help with PHH Mortgage/Ocwen XXXX and again on XX/XX/XXXX, for a reduction in my monthly payment by emailing them required application and financial documents to get assistance. I sent them this information by certified mail on XX/XX/XXXX for the XXXX time and tracking proved that they received it at PHH Mortgage Services/Ocwen XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX Florida XXXX XXXX Attention : Mortgage Assistance ) on XX/XX/XXXX. I have not received a response from PHH Mortgage Services to the XX/XX/XXXX XXXX XXXX. But on XX/XX/XXXX I received a notice from XXXX XXXX c/o PHH Mortgage Services stating my monthly payment is going to go from {$2100.00} to {$2400.00}. I also received a mortgage statement from XXXX XXXX c/o PHH Mortgage XXXX XX/XX/XXXX, saying I owe them {$6700.00} on XX/XX/XXXX. This is almost exactly what the payment was before they modified the original loan from the company that went bankrupt. I have been in my home for 30 years and I have not been offered any assistance by these companies to help me stay in my home at XXXX XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32779
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A