Date Received: 2021-11-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have an open complaint XXXX that I wish to add additional new data to. The Collection Agency PHH has sent me another illegal demand to force place flood insurance on my already maximum insured property. This " second and final notice '' is an illegal collection activity and is in violation of all Federal rules and regulations regarding reverse mortgages and collection agency practices
Company Response:
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My brother, aunt, and I inherited my late mother 's home in XXXX. The home had a mortgage on it, which we paid off in XX/XX/XXXX pursuant to a loan payoff quote received from PHH Mortgage Services. Unfortunately, PHH Mortgage Services did not take into account our regular loan payment for that month when providing the payoff quote and, thus, the company received an overpayment when we paid off the loan. PHH Mortgage Services mailed a check for the overpayment in the name of the estate despite being told multiple times, including in XX/XX/XXXX, that our family does not have an estate bank account. Following our payoff of the loan, we were informed about the overpayment and told by multiple PHH Mortgage representatives that the mortgage company would issue a check in the amount of the overpayment and would include as the payees the property owners, my brother, aunt, and me, since there was no estate bank account. However, the company sent a check in the name of the estate in spite of their prior claims. When receiving the erroneous check, I contacted the company and was requested to once again send copies of the deed and probate paper. Upon sending those documents, I was informed that the check would be re-issued in our names. I followed up several times after this conversation and a new check was not re-issued until XX/XX/XXXX, and was once again issued with the estate as the payee. I have tried resolving this issue with the mortgage company since paying off the loan in XX/XX/XXXX, including speaking with a representative today, XX/XX/XXXX, to no avail. My fear is that the mortgage company will wait for the erroneous check to expire and fail to pay my family the overpayment it received on the account. As I have explained over and over, if their accounts payable team has difficulty understanding how to include multiple payees on a check, then they can simply refund the overpayment to the bank account from which we paid them. We are a working class family from extremely humble means so every cent matters to us. We feel it is unfair that PHH Mortgage Services could get away with stealing our money as a result of their own error in not providing an accurate payoff quote. We would sincerely appreciate any assistance the CFPB may provide.
Company Response:
State: GA
Zip: 30310
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: we applied for a loan modification in XXXX and was told that the bank would put us on a trial for the months of XX/XX/XXXX, XXXX & XX/XX/XXXX with payment coupons in the amount of $ XXXX. We pd on time and the bank was to draw up paperwork stating they would do the loan mod. In XX/XX/XXXX we had NO payment coupon and didn't know what if anything was to be pd since the bank was working on what the amount would be and drawing up the paperwork. On XX/XX/XXXX the bank had us sign docs stating what the amount would be. On XX/XX/XXXX the bank signed off on that XXXX and returned a copy to us. On XX/XX/XXXX we recv 'd our XXXX statement stating our payment was XXXX XXXX paid that. There was no late payment saying we didn't pay XXXX ... there was NO doc stating we owed a XXXX payment at all. In XX/XX/XXXX we recv 'd our XXXX statement which was substantially higher and we called to dispute the amount... .the bank finally responded to our complaint stating the large payment amount was due to ins XXXX I obtained another XXXX and our new payment was $ XXXX. that issue didn't get resolved until XXXX. In XXXX I tried to make XXXX separate payments to bring our account back up to date since all issues were now resolved. The bank would NOT allow us to pay anything unless we paid XXXX payments all at once ( XXXX, XXXX and XXXX ). We just went thru this loan XXXX and were not able to make XXXX payments at once. In XX/XX/XXXX we were able to obtain a loan from our TDSP and paid everything $ XXXX. at this time we still believed that we were good to go with the loan mod as we were NEVER told otherwise. We then recv 'd our XXXX stating debt forgiveness for XXXX. The bank said that we had to wait 3 years to get this removed from our acct. when the XXXX yrs was up the bank refused to remove the forgiven debt stating that the loan XXXX never went thru and now that balance was deferred. there was no point in even doing the loan mod since the bank never intended to go thru with it from the beginning. I am in need to doing a refi since we are both on Social Security at this time and I need to lower our payments. Are the banks allowed to cheat people with these loan mods? this was a gov program to help homeowners along with the banks and in this case they didn't assist us in anyway. Please assist. I have tried to work with this bank and they have been uncooperative. No bank will allow a refi with a deferred debt of $ XXXX ... .the home is not valued at $ XXXX. avg home sales are low $ XXXX 's
Company Response:
State: FL
Zip: 33569
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-08
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: Previous complaint # XXXX in violation of Regulation F Debt Collection Practices CFPB XXXX Barred debt XXXX. Normally forward to FTC for the Various Violations and misrepresentations .CFPB XXXX practices under section XXXX XXXX - XXXX XXXX. Company did not address, bringing or threatening to foreclosure action on time barred debt to be codified at XXXX C.F.R, XXXX ( b ) .The provision prohibits XXXX from initating or threatening to bring a time barred collection action.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I filed bankruptcy in XX/XX/2018 but XXXX XXXX was able to still foreclose on my home and take my property in XX/XX/2018. I dont know how they were able to bypass the bankruptcy and take the house XXXX My servicing company was Ocwen and then when it sold in XXXX XXXX XXXX bought the property on the sale date. There is 2 dates XX/XX/2018 and XX/XX/2018. Both dates are in the system. Property address is XXXX XXXX XXXX XXXX XXXX Ca XXXX. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was originated with XXXX XXXX in XXXX of XXXX, I went into forbearance due to the pandemic and losing my job in XXXX of XXXX, used up and depleted savings, IRA, sold what I could for money, my husbands income does not alone support enough to pay all of our bills. XXXX granted me 6 months and then extended the forbearance another 6 months until XXXX of XXXX under their terms that my payments would be deferred to the end of my mortgage once I was out, and that I also had to option to come out of forbearance at any time during which I could. In XX/XX/XXXX of XXXX XXXX unbeknownst to me sold my loan to PHH mortgage. I was not made aware until I started receiving numerous calls, letters, and harassment from PHH about foreclosure that I was 180 days past due on my mortgage. I had been told at that time that I had been also reported to the credit bureau. I had sent to PHH my proper paperwork via fax showing proof of XXXX agreement which PHH was to honor and neither XXXX nor PHH would call any of the credit agencies to retract any such reporting. I called each one and was told a different story that they had nothing showing. I reminded PHH of the RESPA act that I should have been covered under, and that no reporting should have taken place while I was under forbearance. PHH blamed XXXX stating they did not send over all my paperwork, yet XXXX stated they did, and I do believe XXXX because the 2nd part of my forbearance was noted on the backside of one of the pages that I had to point out on a fax to PHH. I Paid XX/XX/XXXX, XX/XX/XXXX, PHH refused to allow me to come out of forbearance any sooner than XX/XX/XXXX. I Sent the packet of paperwork PHH requested prior to XXXX via overnight mail it was received on XXXX I had it sent with a signed receipt requested and tracking. I will attach if I can a copy of the letter to show where it was partially approved allowing me to continue to see my active account online so I was prepared to make my XX/XX/XXXX payment and be back on track. Then I got a call from PHH on XXXX XXXX stating the notary did not enter XXXX XXXX so we had to resign the paperwork, Please keep in mind I am the only one on the mortgage, XXXX is only on the deed with me. Again this packet of paperwork was to be in by XXXX, so my husband and I went back to the notary, then post office, dated XXXX overnighted, XXXX was a Sunday and PHH office is closed so they signed for it on Monday the XXXX of XXXX. But it was post marked prior to the XXXX. I spoke with a supervisor on XXXX and was told it was accepted for the modification and my account was being updated to reflect the update. My complaint is. This time PHH has me completely shut out of my account online, I can not see anything, They will not accept my payment, I called XX/XX/XXXX, after going online and trying to make my payment XX/XX/XXXX, XXXX, they refuse to take my payment. They said I have to allow at least 10 business days from when they received the paperwork XXXX to finalize everything before they will accept my payment and allow me back to see my account online. Then went as far as to say should it go longer and if there are any late fee they would be reimbursed, or any negative reporting on my credit it would be taken care of that too would be corrected. NONE of that should have to be a worry to me as I have complied with everything that has been asked of me, and from the very start PHH has NOT honored the loan that was sold to them as XXXX had contracted with me. I feel this is so wrong to shut me off from my own account, to not be able to see what my escrow, taxes, balance, nothing. They can work on the account with out closing me completely off and out of it. I have never dealt with such rude, in competent staff as I have with this company. On Wednesday when I spoke with the rep XXXX ID # XXXX I was told that I had to talk with a loan modification rep in order to know where I am at in the process on my account and set an appointment to review my account, so I asked for a call back first thing when they opened the next morning. XXXX the next day XXXX I got a call from XXXX XXXX ID # XXXX, he is what is called a Relationship manager. per XXXX the modification team does not take calls nor do they make calls. now again I was given false information and another run around. then they wanted to set another appointment with a relationship manager to call me back again today, I asked for what, I just looked online, I am still blocked out of my account, I can not make a payment, I can not call in and make a payment, so what would be the point of that call? if I send check in for a payment it has to be a XXXX XXXX, it will sit wherever they hold their payments until they finalize their accounts then post them, and quite truthfully I do not trust this company that my payment would not be somehow " lost '' I am at my wits end with a so called mortgage company that always has to say at the beginning of their call that they disclose they are a debt collector and all calls are monitored and recored. I truly hope that they are, because if you could get a listen to any of them between me and any of the reps I have spoken with of the supervisors you would hear that I am wanting, willing to make my payment, be off my forbearance as agreed upon when I first set it with XXXX under that contract that was sold and was to be honored by PHH. However PHH is refusing to allow me access to see anything on my account access online. This is wrong and I am asking for your help for my right to have access to my account so that I may make my payment and be on track with not being late, they can do their adjustments after the fact but at least post my payment. Thank you for your time. I will gladly give you any and all personal information as to account, name if you want additional information.. and yes please do publish this. I would never recommend this company to anyone.
Company Response:
State: IL
Zip: 62234
Submitted Via: Web
Date Sent: 2021-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is XXXX XXXX, Formerly of XXXX XXXX XXXX XXXX MD XXXX We have made PHH/ Ocwen aware of the mortgage servicing law of 2013 on first and second mortgage on the same home. Simply if the first mortgage is modified the second is mandatory. This did not happen with us and we spent four years trying to fix the issue. I have contacted Ocwen with no response. Their attorney responds with the questions are untimely what does this mean? I have contacted Ocwen and their attorney to start contacting me my phone as my cognitive reclinds with to many hours on a computer screen. I have XXXX XXXX and under the ADA act I would prefer phone contact. I have phoned and texted the attorney for Ocwen and had no response. If they do intend to contact me a simple response would help. Disregard my complaint if this is a simple oversight from the attorney. Respectfully, XXXX XXXX
Company Response:
State: SC
Zip: 29708
Submitted Via: Web
Date Sent: 2021-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage po box XXXX Mt. XXXX NJ XXXX ; XXXX ; Fax XXXX ; www.MortgageQuestions.com AN : XXXX took over from Ocwen Loan Servicing LLC XXXX XXXX XXXX, XXXX TX XXXX XXXX XXXX ; XXXX & added more money to my balance this falsifying records. After filing several complaints with your office because XXXX credited the first ( XXXX ) waiver on XX/XX/XXXX but failed to credit my account correctly the {$58000.00} each twice ( 2x on XX/XX/XXXX & XXXX {$110000.00} ). According to the loan modification agreement ( See Ocwen letter dated XX/XX/XXXX, The amount of the Home Affordable Modification Program ( HAMP ) Tier 2 on XX/XX/XXXX, the new unpaid principal balance was {$240000.00} & {$170000.00} was the Deferred Principal balance which at the end I would have a balance of {$66000.00} in XXXX. I was never given the credit. After talking with several representatives namely XXXX, XXXX ID : XXXX & filing a complaint with XXXX XXXX on XX/XX/XXXX, the records was supposedly corrected. It took many hours on the phone & years to get the credit after providing proof of all on time payments from XXXX XXXX ( See statements XXXX ) Now PHH Mortgage went back to the original Loan from XXXX to {$350000.00} without regards for the 1st Loan Modification from XXXX XXXX XXXX and the 2nd Lian Modification from Ocwen Loan Servicing LLC. Im demanding justice & restitution fir all the stress, anxiety & aggravations. In addition overcharging for late fees before the XXXX of the month
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My name is XXXX XXXX, and I am sending this request myself to address the inaccuracies on my Credit Reports. The XXXX Credit Bureau is reporting inaccurate information on OCWEN LOAN ( Account # XXXX**** Date Opened : XX/XX/2006 Balance : {$0.00} ). This account is only being reported in XXXX. Per FCRA, reporting must be 100 % accurate or the information must be deleted. Evaluate this reporting by making a revision of the information provided. Modify and perform any corrections or withdraw this from my personal file.
Company Response:
State: MN
Zip: 55448
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On 4 separate occasions I have asked the mortgage company for help and each time I have I been been denied they are not even looking at my financial hardship due to Covid-19. XXXX. All denials. Due to XXXX in XX/XX/XXXX of XX/XX/XXXX I had already missed 5 months of payments and had asked for assistance then. They are not wanting to offer any assistance I have applied many times all I want is for the servicer is offer me the loan modification that I need.
Company Response:
State: CA
Zip: 92392
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A