Date Received: 2021-11-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had fallen behind on my mortgage payments in order to help my mortgage payments in order to help my brother whom had no insurance and XXXX XXXX. My mortgage company reached out to me and said I could sit for a " loan modification program '' theybsentbme paper we Ork I filled it out but it was never good enough for them. They would wait then ad firvan updated paystub or bank statemebt. This went on and on and on. They refused to accept anypayment during this process. I applied for bancrupcy in order to save my home. In the meantime my mortgage company sent me a " XXXX '' XXXX of them actually.my attorney did not wish to address this so I found an attorney whom knew about this. It is an unusual thing to receive but basically gives me my property. Back to court after paying a hefty attorney bill. Now, my bancrupcy payments are more then I earn. They want to add anothervXXXX a month in addition to the {$3700.00} I'm currently struggling to pay. I'm.in the second I try third year of this and feel like I've invested so much I can't just give up on my home. I've lived there XXXX years and according to my attorney PHH MORTGAGE Wull not work with me in order to re-finance. If they would that we ould be great and I could afford to keep my home a d avoid being homeless. I think that was a scamsunce they let it continue so long, never gave me an answer as to refinance or not plus refused to accept any payments all that time until.XXXXvday they decided I owe the entire balance at XXXX time. I feel.like this was a scam and have been severlybtaj err n advantage of. I want them to refine my loan. Approx XXXX years prior I had refinanced from.a XXXX year to a XXXX year loan and chose not to take any money back from them. Now they have me in a place that I can't even make my payment as I don't even make enough to cover that XXXX bill letbalong feed myself or have had to get to work. I need help.
Company Response:
State: OK
Zip: 743XX
Submitted Via: Web
Date Sent: 2021-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company, XXXX can not explain why there is a fee of {$1500.00} that no one can explain to me. This amount just showed up my latest statement. Please see attached. I have a serious problem because I have been approved for the Lead program, Weatherization program, and a grant to assist me with repairs. The XXXXXXXX XXXX XXXXXXXX will not continue with my application because of these fees assessed on my statement. The weatherization folks came out and determined that I need a new heating system but can not do the work until the City signs off on my application. Your immediate attention regarding this matter is greatly appreciated. XXXX XXXX
Company Response:
State: RI
Zip: 02908
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hi! My issue is with PHHMORTG. I was on the XXXX XXXX XXXX XXXX from XXXX, XXXX- XXXX, XXXX due to loss of income. During this time period, I was approved for XXXX and began making partial payments, as well as, some full mortgage payments. After my Forbearance Plan ended XXXX XXXX, XXXX returned my payments for XXXX, XXXX and XXXX, XXXX in XXXX! On XX/XX/XXXX XXXX mortgage payments were returned causing me to be behind XXXX ( XXXX ) PAYMENTS!!! I was never notified via mail or over the phone when making previous mortgage payments that individual payments would no longer be accepted once the XXXX XXXX ended. My XXXX payment was made over the phone and applied towards my XXXX, XXXX mortgage on XX/XX/XXXX which is the day that I received my SSDI. My XXXX payment was made over the phone and applied to my XXXX mortgage on XX/XX/XXXX which is also the day that I received my SSDI. Both payments, each month, were taken out of my bank account. Out of ALL of the daily, weekly, and monthly calls from XXXX not XXXX representative EVER alerted me that single/individual payments were no longer going to be accepted after my Hardship program end date. With that being said, in XXXX, after I received the XXXX returned mortgage payments, XXXX recommended that I apply for the Mortgage Assistance Program in an effort to obtain a Loan Modification and add my outstanding balance to the end of my loan. I submitted the application, along with, my XXXX documents and whatever else they requested. It has been documented that I have been calling PHHMortg ever since XX/XX/XXXX inquiring about the status of my application! Each time my calls have been transferred multiple times as I repeat my concerns only to end up with another wait for a XXXX - day interview appointment with my mortgage specialist case manager. It is now XX/XX/XXXX. I spoke to my PHHMortg Case manger again today and literally cried when she told me the underwriters are still reviewing my application and no decision has been made for a modification. I am now 6 months ( {$6000.00} ) behind. She also mentioned today that I can begin making single/individual payments only AFTER I pay the {$6000.00}. I would still be in a position to be considered for a modification. I was also informed by my case manager that in a FEW more days, next Wednesday, XX/XX/XXXX that interest and late fees would start accruing to my XXXX and future payments along with negative reporting to the XXXX Credit Bureaus if I do not pay the {$6000.00}. I can only prevent these negatives if I can come up with {$6000.00} by next WEDNESDAY!!!! PLEASE HELP!!! I am in desperate need of {$6000.00} mortgage relief assistance. I have been in my home since XXXX, XXXX. I do not want to leave or go into foreclosure. Some how the XXXX XXXX that was designed to HELP has done the opposite.
Company Response:
State: MS
Zip: 38632
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX I was set up with a modification due to a layoff during the pandemic, they sent me a letter stating I was approved and I sent back the signed letter, it is now XX/XX/XXXX and I am now being informed that my modification is no longer valid as they seemed to have not recieved my 3 emails and uploads to get them the signed paperwork, this is not my first trist with PHH/XXXX XXXX. These people are horrible. I am now upside down in my home and will be paying for my house for 60 years, I have been in my home since XX/XX/XXXX. I have paid as I have promised and they are now telling me that I am behind over 4k. Can I sue them and be done with my mortgage already? What options due I have I want to get rid of them and be done with my house mortgages with these people. they are a XXXX nightmare, the scripts they read to us need to be changed, no one seems to know what they are doing. i want to sue them! I want them to release me and my home with a settlement of anykind just to get away from them. Who can sue them and where do I go next?
Company Response:
State: TX
Zip: 77407
Submitted Via: Web
Date Sent: 2021-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This complaint is related to previous CFPB complaints XXXX, XXXX and XXXX complaint XXXX. XXXX ; XXXX offered my wife and I a loan modification which was not provided. After filing complaints, involving state and federal officials, the motions were put into place to process the modification. There was an explicit condition that our loan was to in absolutely no way be reported negatively. Just after the agreement was memorialized, the servicing company changed to PHH Mortgage, and they were aware of the agreement. I was in contact roughly every 21 days with the employee who was assigned to our mortgage account. We have made our payments on time. She was made aware when we made them. PHH sent paperwork at varying times stating that they attempted to reach us ( which was untrue given she and I were in contact quite a bit ) as well as paperwork to start the process over when we were nearly complete. She was addressing this internally and continued to show that we were on pace to be done with our trial period after the XXXX payment. There was one point where she called after the XXXX payment to congratulate me because we completed the trial period, but I told her we still had one to go and it was already scheduled. We were able to share a laugh and she told me that I was correct, there system had it incorrect. Problem One XXXX XX/XX/2021 should have been the last payment of our trial agreement. At that point our interest rate was to reduce from 4.5 % to 3 %. We have not received the final modification paperwork indicating this, in fact we have received no paperwork moving toward a finalized modification at all. XXXX XX/XX/2021 we made a payment to our mortgage in the same amount that the trial payments had been and given the reality of the calendar, we will be making the same payment on XXXX XX/XX/2021. Problem 2 PHH Mortgage has reported us as late 60 days to the credit bureau. This is catastrophic as it begins a credit death spiral ; when banks reduce a credit limit to just above outstanding debt, thereby driving up credit utilization. This in turn causes the credit score to plummet, which causes the creditors to see the customer as high risk, thereby increasing their interest rate. This is a cyclical pattern reducing the customer 's borrowing power, while simultaneously causing them to pay more in interest than they were previously. This process has already begun, and we have seen our limits vanish before the holiday season. Because this is a matter that by all accounts, every partied had settled and closed months ago, yet PHH Mortgage ( and XXXX XXXX XXXX ) have thumbed their nose at us customers, at the regulators, have continued to cause severe emotional distress and cause real financial harm, I want compensatory and punitive damages.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30004
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I requested a XXXX forbearance from my mortgage company, but they have not contacted me or followed up. I have requesting, in writing via mail, a reduction in my XXXX. I have not heard back.
Company Response:
State: CA
Zip: 958XX
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Ocwen Loan Servicing , LLC and XXXX XXXX reported inaccurate information to the Credit Bureaus.
Company Response:
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Ocwen Loan Servicing , LLC and PHH Mortgage reported inaccurate information to the Credit Bureaus.
Company Response:
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2021-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I did not give consent or authorization of any kind to this company to have my information or come after me for an alleged debt ( identity theft ). I did not give consent for this company to contact me in any way, shape or form. In XX/XX/2021 I was contacted through the XXXX postal service that I owe them an alleged debt ( this is also postal fraud ). On XX/XX/2021 I sent a letter to them letting them know the fraud that has been committed by them in my name and I have yet to hear back from them. I have been paying my them and never entered into a contract with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Was in bankruptcy protection from XX/XX/2019 until XX/XX/2019. XXXX XXXX reported a late payment on my account during the automatic stay. The payment was not late and this violated the protection that bankruptcy provides.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30101
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A