Date Received: 2021-12-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: PHH Mortgage reported XXXX late payments on my credit report for XXXX and XX/XX/XXXX on XX/XX/XXXX. I had contacted the company in XXXX and faxed my legal name change paperwork and XXXX XXXX military orders ( with PHH acct. num. ) to have payments differed until after my orders ended ( I.A.W. -CA Families Financial Relief Act ). In XX/XX/XXXX I noticed the late payments on my credit report and I called PHH to inquire as to what happened. They said their was a miscommunication on their end within their departments ( perhaps due to the name change ) and my deferment wasn't processed. They apologized, corrected the deferment ( currently no payments due until XXXX XXXX ) and refunded any late penalties that were on my account. My account is now in good standing with no history ( on their end ) of late payments. However, I can not get the late payments off of my credit report. PHH customer service says they can only offer a letter that states the late payments were inaccurately reported ( which I turned into XXXX and it did no good ). PHH states they have no way to call XXXX to verify the letter. Their research department handles credit bureau reporting but they only have a fax number or an address for snail mail. In summary, PHH 's research and customer service departments are not communicating. The research department most likely thinks the late payments are accurately reported while the customer service department disagrees. I tried to see if we could do a conference call with myself, PHH customer service and XXXX to get the mess sorted out but XXXX said they are not allowed to talk to third parties.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 936XX
Submitted Via: Web
Date Sent: 2021-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX is the company her mortgage is at. I have sent documents proving I have the right to speak on behalf of her estate. They will not accept any of the documents signed by the judge and my letter of administration. Around the first week of XXXX : I called and was told to email Death Cert, Letter of Administration, and signed copy of the judge 's orders. Those documents were sent to XXXX Around XX/XX/XXXX : I called to see if the email was received. After 30 min on the phone, they confirmed the documents had been received but then said this was not how the process worked and they would have to send out a packet to fill out and return. Today : I called today and the firs agant I was speaking with ended up transferring me to XXXX XXXX She kept talking about how I needed to prove I had an ownership interest in the house and that the administrator needed to give him permission to speak about the loan. At this point, I explained for the umpteenth time that I am the administrator/executor. I told her that every time we call we get a different story and we are about ready to file a complaint with the Consumer Financial Protection Bureau. At this point, she offered to email a copy of the letter that was sent over ( they claimed in the past they could not email the information ). Her ID was XXXX XXXX XX/XX/2021 - Called and was transferred 3 times. Was transferred to an escalation specialist. Our conversation went like this : Agant ID XXXX Was transferred a few times and the last person said " A specialist will call within one business day. I asked for her title, she said " Escalation specialist '' I asked for the name of the person who was supposed to call back she said " I can not disclose that information '' I asked for the department of the person who was supposed to call XXXX back and she said " I can not disclose that information '' I asked other questions. Every question I asked I got the same response. She stated it could take 60 days before this is processed. G
Company Response:
State: OR
Zip: 97220
Submitted Via: Web
Date Sent: 2021-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom it may concern, I am in arrears with my mortgage in the amount of {$53000.00} as of XX/XX/XXXX due to Covid-19. I am a XXXX XXXX XXXX and my husband passed away of XXXX on XX/XX/XXXX. Because of the lock down and being XXXX XXXX I had to close my business for a year until there was some sort on normalcy in society again. I kept in touch with the mortgage company quite frequently and I was placed on a forbearance to protect my home from foreclosure with no supplemental income. I began reaching out to PHH at the end of the forbearance and I was told I didnt have to worry about anything the past due amount would be deferred to the back of the loan. Now that the forbearance is officially over and I am trying to start making my payments again. Im told I do not qualify for the deferment nor a loan modification and I need to come up with {$53000.00} to bring my loan current or accept a repayment plan of a ballooned monthly payment I can not afford. My business is not where it used to be pre Covid and I dont understand why the mortgage company would let you go into a disastrous delinquency knowing they are not going to help you in the end. Its not my fault Covid occurred and I lost my husband in the process now the mortgage company is trying to take my home and put me in the streets. Call after call I was assured I would get assistance and there was no need to worry now they have turn their back on me and is demanding I pay a lump some that they knew I couldnt pay. Can someone please help me to ensure they are not doing this to innocent homeowners in a situation that was beyond our control? Thanks in advance for your help it is greatly appreciated. Yours Respectfully XXXX XXXX
Company Response:
State: NY
Zip: 11210
Submitted Via: Web
Date Sent: 2021-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been on a XXXX XXXX XXXX program since XX/XX/XXXX which included a Payment Deferral. This forbearance program hit the maximum number of months allowed and payments resumed XX/XX/XXXX. With anticipation of this and knowing I could still no longer make the full monthly payment, I applied for a XXXX XXXX XXXX in XX/XX/XXXX. This application was completed verbally. I received a letter dated XX/XX/XXXX denying my modification noting the account does not qualify for Mortgage Assistance. I was assigned a Relationship Manager, XXXX XXXX, whom I have attempted to contact many times and only spoke with once. He was no help to me. I reapplied for XXXX XXXX XXXX again in early XXXX. This time I completed a full formal modification packet including : mortgage assistance application, mortgage statement, property tax bills, utility bill, insurance declaration page, tax returns for XXXX and XXXX, divorce settlement agreement, last XXXX months of ALL bank statements, a complete monthly budget, profit/loss statements for the last XXXX months for my business and XXXX hardship letters- XXXX from myself and XXXX from my XXXX I stated that my hardship began when my husband left our family in XX/XX/XXXX and took his income with him. I started my own business in XXXX to support my family. I am a single mother raising XXXX boys. In XXXX I was diagnosed with XXXX XXXX and had a XXXX XXXX removed in XX/XX/XXXX followed by XXXX and XXXX I had XXXX in both XXXX, my XXXX, my XXXX XXXX and throughout my XXXX XXXX. After being in XXXX my XXXX returned, and I had a XXXX XXXX removed in XX/XX/XXXX. This resulted in a XXXX fusion, more XXXX and a return to XXXX My treatments continue currently. I sent my complete XXXX XXXX Assistance application on XX/XX/XXXX. I called the mortgage company daily to confirm they received the entire packet. On XX/XX/XXXX I was told that the packet had been received that day and sent to the underwriter. I received a letter in the mail dated XX/XX/XXXX denying my XXXX XXXX noting the account does not qualify for Mortgage Assistance again. This was the same exact denial letter I received for the first verbal application! I also received in the mail, at the same time, a letter dated XX/XX/XXXX stating that my XXXX XXXX XXXX had been received. This letter was dated a day later than my denial letter! These facts confirm my belief that this mortgage company did NOT conduct a proper review of all my documents! This would include evaluating my extenuating circumstance, as outlined by my oncologist, and the effect this XXXX has on my immune system. I was able to make XXXX mortgage payment at the end of XXXX but unable to make my XXXX payment, as of yet.
Company Response:
State: CA
Zip: 92078
Submitted Via: Web
Date Sent: 2021-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage includes an escrow account, and my monthly mortgage bill includes an escrow component so that the lender/servicer will taxes and insurance directly. My lender/servicer has failed to pay property taxes on my home for 2021, starting with first half billing in XXXX, and second half billing in XXXX. The full 2021 tax amount is delinquent, and has accrued {$1000.00} in interest and penalties, growing daily. I received a delinquency statement for first half taxes due in XX/XX/2021 in XXXX. I contacted my lender/servicer and asked them to resolve the failure to pay. Their customer service group assured me that the taxes due would be paid in full. I monitored my property tax account for the following months and noted no action by the lender. When the 2nd half tax payment was not made timely in XXXX, I again contacted my lender/servicer on XX/XX/XXXX, asking that they investigate and resolve, including payment of all interest and penalties resulting from their failure to pay. I received a response on XX/XX/XXXX, asking me to provide the tax billing statement to them. I responded with the requested information on XX/XX/XXXX. On XX/XX/XXXX they replied and stated they would respond within 5 business days. I have received no further information from them on this matter.
Company Response:
State: WA
Zip: 986XX
Submitted Via: Web
Date Sent: 2021-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XXXX, 2021, I received a notice that my mortgage loan was being transferred to PHH Mortgage ( Ocwen Financial Corporation ), effective XXXX XXXX, 2021. On XXXX XXXX, 2021, I received a letter from PHH Mortgage, the " Welcome to PHH Mortgage Services. '' Within this letter, which will be attached, PHH Mortgage states, As the new servicer of your mortgage account, we'll : Provide monthly statements Manager your escrow account for paying taxes and insurance, if applicable Send updated regarding the mortgage account Send year-end tax statement. I've never been late with my Mortgage. On XX/XX/, 2021, I received a notice from XXXX insurance that PHH Mortgage didn't pay my Hazard Insurance. I immediately went online and made the payment of {$1700.00}. I was notified that the payment would not be processed until the following day. When I made the payment, and after speaking to the customer service representative at XXXX XXXX, I discovered that we had a lapse in insurance coverage. The XXXX XXXX customer service representative said they made several attempts to collect the premium from PHH Mortgage but were unsuccessful. The lapse in of coverage was from XXXX XXXX, 2021 to XXXX XXXX, 2021. On XX/XX/2021, I reached out to PHH Mortgage to see : 1. Why they failed to make the insurance payment on time ; 2. Get reimbursed since I paid for the insurance out of my pocket ; 3. I also informed them that they were lucky that nothing happened to our home during this lapse. After an hour or more of back and forth transfers between departments, PHH said they had to get approval to reimburse the insurance premium and said they would look into the issue. On XX/XX/ 2021, I received a letter dated XXXX XXXX, 2021 ; In this letter, PHH Mortgage stated that due to a lapse in coverage, PHH was going to charge my account {$81.00}. I immediately reached out to PHH Mortgage, and after another hour or so, I spoke to the customer service rep, XXXXX who's id was XXXX. XXXX said he talked to my insurance company, and there was no lapse of coverage. XXXX advised that I would not be charged {$81.00} for PHH Morgage error. On XXXX XXXX, 2021, I received a call from XXXX XXXX ; XXXX said that PHH Mortgage sent XXXX a {$1700.00} check, and since I had already made that payment, I would receive a refund check from XXXX. On XX/XX/2021, I reached out to PHH Mortgage again ; this was because I received another letter stating that I would be charged {$81.00} for a lapse in coverage. I once again spent hours on the phone with PHH Mortgage and was transferred back and forth. I spoke to another XXXXXX, ID XXXXXX, and XXXX ID XXXX, they both said they would look into this issue with the {$81.00} charge for the lapse in coverage because PHH Mortgage failed to make the payment on time. On XX/XX/ 2021, I received an email from PHH Mortgage ( ERM Department ). Dear, XXX Please be advised that the policy renewal was sent to you by the agent and the prior lender. The payment was received late, and there was a lapse of coverage from XXXX XXXX, 2021, to XX/XX/2021. PHH will not be able to waive the insurance premium in the amount of {$81.00}. I called the number listed in the email and spent time on the phone with PHH Mortgage ; the supervisor said again that they would look into the matter and get back to me. Each time I spoke to the representatives at PHH Mortgage, I informed them that because they failed to make the insurance payment timely, they should eat the {$81.00} cost and call it a day. On XX/XX/ 2021, I received a letter stating that PHH Mortage had charged my escrow account {$81.00} to cover the lapse in hazard insurance, and my monthly payment would increase.
Company Response:
State: CA
Zip: 92880
Submitted Via: Web
Date Sent: 2021-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: i purchased my home XX/XX/XXXX i have the deed to show as well as the county. PHH mortgage is saying i purchased my home XX/XX/XXXX, i did a modification w them in XXXX my balance was 215k they advised me that they were going to put 55k on the back of my loan but instead it was added to 215k which increased my balance they said after the modification my balance is 313k i have been going back and forth with them for awhile. i have been trying to do a refi but my balance is so high from the modification that i can do a refi. So I've been trying to get someone to assist me with this issue or help me understand. I've been in my home for XXXX yrs and never missed a payment or did a refi. I did the modification for a lower payment which it was lowered by XXXX XXXX but that cost me 55k to my balance. my mortgage company is not helping me understand I've sent several emails and letter and i'm not getting anywhere. I did the forbearance this year XXXX so i understand this amount will be put back on my loan. but its not 55k I've never done a refi but even if i tried the mortgage company will take it XXXXyrs i should have plenty of equity but the mortgage company will be taking it. can you please assist me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23832
Submitted Via: Web
Date Sent: 2021-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Address XXXX XXXX XXXX XXXX ga XXXX XXXX XXXX XXXX XXXX ga XXXX or XXXX XXXX XXXX XXXX ga XXXX and XXXX XXXX XXXX XXXX ga, or XXXX XXXX XXXX XXXX ga, or XXXXXXXX XXXX XXXXXXXX XXXX XXXX ga or XXXX XXXX XXXX XXXX ga ... ..tittle exam in year XXXX and XXXX XXXX on up to XXXX. It end tittle exam on all these companies properties .I am owner and co owner of all the businesses and properties in this text. By way of beneficiary heir. From the old owner XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, is someone steel my id .my ownership too all of this was due back in XXXX of XXXX. ownership pass due. Please give me CPA accounting. With my deeds too the businesss and bank account as well ... .XXXX XXXX and XXXX XXXX and XXXX XXXX and XXXX XXXX XXXX XXXX XXXX is trustee .to this businesses estate .but the 20 years is up and over. I am make a legal claim too my businesses .the IRS sending me my tax return says I got too pay taxes sense XXXX. Pass due I can go too jail. And y'all too .so let not go there .let 's get this done. Just give me my company and bank account. XXXX XXXX known too the government by address on file. XXXX XXXX XXXX XXXX XXXX ga XXXX XXXX XXXX ... ... ... ..I also am requesting a hotel out of the business into all said information is handle rite .I got to get housin the house I'm in is run down .please have the agent in my company too contact XXXX XXXX hotel downtown XXXX ga or city of XXXX ga. Have them too give me a for life estate lease. If not XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX ga. I am the beneficiary employer of this company XXXX XXXX XXXX... XXXX XXXX stop decrimantion on me too abuse me call me names retaliation and word like XXXX XXXXor mis treat me because I am not in XXXX religion group .all of this is decrimantion .now if my company has been XXXX XXXX by I'd fraud and theft .please let me now so I can send the police too the location of the fake me .my stulims ckeck go into XXXX XXXX bank. All my id is XXXX XXXX XXXXXXXX bank and XXXX XXXX XXXX XXXX XXXX ga. I am not in a nother place but here .please get a hold of the companies agent too grab me a room .hotel .it cold in this house I don't want too get sick .thanks ... ... .owner date for XXXXXXXX XXXX XXXXs XXXX 120 years ago .owner co owner of XXXX XXXX foundation as well. I am owner of various of businesses .if someone is say they me. Do a credit report .or ckeck they id .I should say my id and house I'm in here XXXX XXXX said XXXX He is not management of this estate. Somebody took his id too .I don't no. Ckeck it out all of this information thanks... ..up top .year XXXX XXXXon all the business .tittle exam year ....
Company Response:
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2021-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During the housing crisis in XXXX, Ocwen Mortgage threatened foreclosure. XX/XX/2014 Doc # XXXX filed to foreclose on property XX/XX/2014 Doc # XXXX action has been dismissed XX/XX/2014 Doc # XXXX XXXX XXXX ( XXXX mortgage filed {$12000.00} XX/XX/2014 Doc # XXXX XXXX XXXX XXXX XXXX ( balance of {$12000.00} would be added to existing mortgage, new rate $ 4.5 % and ends XX/XX/2044 XXXX
Company Response:
State: TX
Zip: 78240
Submitted Via: Web
Date Sent: 2021-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a loan with PHH MORT SVC. I have always made my payments on time yet there was a 120-day late state. Another thing, this was an illegal repossession followed by illegally reporting on my credit report ; this should have been investigated and corrected immediately. I tried contacting the XXXX Credit Bureaus requesting a complete payment history with this account for me to review the exact date on which the late payments and repossession were posted. Unfortunately, there was no successful resolution provided nor feedback heard from the concerned Bureaus. There was definitely an error on their part. There was definitely an error on their part. The bureaus are condoning illegal behavior and willfully in violation of FCRA. PLEASE REMOVE FROM MY REPORT IMMEDIATELY.
Company Response:
State: NY
Zip: 11434
Submitted Via: Web
Date Sent: 2021-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A