Date Received: 2021-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is XXXX XXXX Formerly of XXXX XXXX XXXX XXXX MD. We have repeatedly asked Ocwen and also have let them know that there was a second mortgage modification program in place if your first mortgage is modified and ours was and also Ocwen owned the first mortgage also. Ocwen will not respond to my question about the modification on the second mortgage.I am asking Ocwen again to please communicate and they choose not to. I am not looking for response by email I am requiring live contact by phone or in person. I have a XXXX and my sight is affected by the blue light on computers. Respectfully, XXXX XXXX
Company Response:
State: SC
Zip: 29708
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Lender overcharged escrow in modification balloon payment and finally admitted to it but did not change amount due on balloon balance
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage servicing was switched to PHH Mortgage on XX/XX/2021. Since that time, I have not been able to pay my monthly payment through their website or app. The only options available to me have been pay-by-phone and Western Union. The problem with this is that both of those options cost me an additional fee ( ranging from {$7.00} to {$17.00} per transaction ) as well as both being much less convenient than paying online or through the app. Per PHH Mortgage 's website and customer service representatives, you can pay online or through the app with no additional fees provided you are enrolled in electronic/paperless billing, which I am - since the very beginning. I have contacted them multiple times ( 10+ ) and spent literally hours on the phone with their representatives as well as their escalation managers. As of today ( XX/XX/2021 ) absolutely none of them have been able to resolve the issue. Several of the representatives were less than helpful at best, and those that tried to help were ultimately unable to rectify the problem. I have been told several different things that were not correct, such as ( paraphrasing ) " your account has been flagged for foreclosure '' and " there's an issue in our web department '' and " you're trying to make your payment during a blackout/changeover period ''. The only excuse I've been given that even seems legitimate is " there is a flag on your account relating to the Office of the President ( of PHH ) ''. The most helpful representative to date has been Escalation Manager XXXX, who gave me a direct contact number of ( XXXX ) XXXX XXXX to reach her. I certainly appreciate her efforts, but she too has been unable to resolve this. My request ( as I've told so many PHH Mortgage representatives ) is simple : I want to be able to use the methods I'm told are available to me ( web login & app ) to make my house payment in a timely, straightforward manner, and not have to deal with calling in & re-explaining the situation every four weeks to a new representative while having to demand that the payment processing fee be waived since the problem is in their system and clearly not anything I can correct. It has been four months since PHH Mortgage took over servicing of my account, and hardly a week has gone by that I have not talked at length with one of their representatives. I am now at the point where I need to make my XX/XX/2021 payment and I still receive messages through the website and app that online payments are not available to me. I have attached a photo of the notice I receive when trying to make a payment online or through the app.
Company Response:
State: SC
Zip: 29414
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: To : Customer Financial Protection Bureau First, we want to thank you for your assistances in this matter, but unfortunately, we are in the same position. We are reaching out to you again as our last resort. We filed a complaint with CFPB on XX/XX/21 and PHH responded stating that they can not remove the lien from the title because they do not have any other outstanding account other than our principal mortgage and a copy has been attached. MERS records stating that XXXX XXXX ( XXXX ) has the lien on our property, but when we contact XXXX they said that they do not have any account under our names. ( Copy has been attached ). We humbly request your assistance with this urgent matter. We would like a written response from XXXX XXXX stating that they do not have any outstanding account with us or any other pertinent document that allows us to clean the title.
Company Response:
State: GA
Zip: 30046
Submitted Via: Web
Date Sent: 2021-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH is my new loan service company. My old service company is XXXX. PHH began to service my loan and PHH does not acknowledge the mortgage payments that I made during XXXX, before PHH began to service my loan. I want PHH to honor the loan modification agreement that I signed while my loan was serviced by XXXX and which should still be in effect at PHH. I want PHH to correct the late payment errors on my credit report. I applied for a loan modification and XXXX mailed a letter to me dated XX/XX/, stating, You have been approved for the foreclosure prevention alternative : Flex Modification. ) On XX/XX/XXXX I phoned XXXX from my attorneys office ( XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, Georgia, XXXX ). With my attorney listening in as a witness, I made the three required trial plan payments of {$890.00} for a total of {$2600.00} ( confirmation # XXXX ). That weekend I checked my checking account and did not see that the payment of {$2600.00} had cleared my bank. I was worried that the XXXX representative had made and error, so I made another payment of {$890.00}, which is the amount for one month. On Monday, XX/XX/, all of the payments had cleared my bank. At this point, I had made a total of four months payments. XXXX mailed a letter to me dated XX/XX/XXXX stating, You are receiving this letter because we have received your final trial plan payment, which means you have successfully completed your trial plan period. XXXX mailed to me the final loan modification documents with a XXXX envelope. On XX/XX/, I took the documents to my attorney XXXX XXXX, to review. I signed the documents and they were notarized by my attorneys office. I placed the documents in the XXXX envelope and put the envelope into a XXXX drop box. XXXX acknowledged that they received the signed final loan modification documents. XXXX mailed me the final executed modification agreement dated XX/XX/. I continued to make my mortgage payments. XX/XX/XXXX {$890.00} XX/XX/XXXX {$1000.00} ( I paid {$1000.00} via my bank online because a XXXX employee said that I had to pay this amount. ) XX/XX/XXXX {$890.00} XX/XX/XXXX {$890.00} XX/XX/XXXX {$890.00} XX/XX/XXXX {$890.00} PHH is not crediting me with the payments that I made and PHH says my loan is in default because PHH says that I have not made any payments in the year XXXX.
Company Response:
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello. In the year of XXXX my condo in questions had a massive flood that was not fully covered under my condo insurance. I had to spend several additional thousands of dollars to have the property repaired to become livable. The property had mold and we could not live in the property during the repairs. We have a XXXX XXXX XXXX at the time. Due to this we fell behind and could no longer keep up with payments on the loan. XXXX mortgage was contacted to try to do sell the property to no avail. In XXXX, my mother suffered a XXXX XXXXXXXX that almost took her life. Since the XXXX my mother was not able to XXXX, not able to move the XXXX XXXX of her body and XXXX XXXX. In XXXX of XXXX, I moved to Texas to assist in caring for her during her rehabilitation. In XXXX of XXXX, XXXX XXXX started the process of a forecloser of the property. Then in XXXX of XXXX, the condominuim associate purchased the property with no objections from XXXX XXXX and the property was sold to the condomium association and certificate of sale was executed on XX/XX/XXXX. XXXX XXXX lost the property, and then filed again a filed a Notice of XXXX XXXX to foreclose on the property that was already sold and owned by someone else. XXXX XXXX sat on this for over 8 years and theConsent of XXXX XXXX of Foreclosure was finally executed on XXXX of XXXX. This forecloser process took XXXX years to process, hindering me to a speedy trial. This has caused me to suffer more than a 7 year penalty of a regular forecloser to be able to recover and try to purchase another home. Now, I am being penalized XXXX years, 10 years more than other forecloser clients, and will have to wait until XXXX to attempt to purchase a home. XXXX XXXX dragged this out to an extent that was well beyond the normal processing time. It was a lack of duty on their part to get this completed in a timely manner and I should not be penalized for the lack of effort on this foreclosure. Not only did they not object to the sale of the property in XXXX to try to recoop some of their funds, they also added 10 years of a penalty on me. Their lackluster work efforts on this should be known and I should not be subject to more than double the alloted time foreclosures affect people. In their document they advise that they will sell the property at a public auction, but not sure how they can do so if they no longer own the property. I feel there maybe some inaccurate representations and documentation in their forecloser details with the court.
Company Response:
State: TX
Zip: 78258
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I applied for a refinance a {$65000.00} with PHH mortgage ( Formerly Ocwen ) to add my son to my mortgage so he can can be added to the mortgage title and deed. PHH declined it and for low credit score and promised if he increases his scores we can revisit it in 6 weeks. We paid off credit cards in hopes of increasing his credit scores, and re-applied since my scores were exceptional. On XX/XX/XXXX, we re-applied for the refinance. I was told by the mortgage representative that his scores did go up enough to do the refinance. We were told that since the notarized Deed I made was not filed in my state it can not be used, but he can be added on the loan and it would be a 50/50 split for tax write-off. We were sent the e-signatures and we were ecstatic that loan was approved. Everything seemed to be going great. I was asked to send {$560.00} by credit card for the appraisal, which I did. On XXXX XXXX, I was asked to send numerous documents, ie mortgage statements and proof of insurance for all houses, my SS benefit award letter, etc. On XXXX XXXX, the appraiser increased his price from {$560.00} to {$850.00}. I was appalled. I was told it was increased because of the location in XXXX, MD- obviously because it's a low income area. I complained - asking why would they increase the appraisal cost because of location. They insist that they have nothing to do with the appraiser. So I said that it was redlining and discriminatory. Suddenly things began to go sour. Suddenly my sons income was not enough, even though he explained that he was a school bus driver and he wouldn't have a full paycheck until late XXXX, and that the mail was slow and would email proof of his paycheck as soon as the mail comes. From XXXX XXXX I made several calls to representative and suddenly - crickets. Then I was asked to send my tax returns to show that my other houses were on my Schedule 3, which they were. Then no response again for a week or so. They they returned the appraisal fee without telling me I was denied. Suddenly my son got a denial letter, which was a shock to me since it appears things were still in order. On XX/XX/XXXX, I was asked to send my Deed from a different department, which made it seemed like things were okay. I emailed the rep to express my confusion with all these mix messages. At the same time I'm still getting calls from my insurance company to add my son on to the mortgage- which they did ( received a letter from my insurance company with me and my son 's name a few days ago ). And their Lein department asking for my Deed to add my son on to the house. Then again the rep stopped communication with me after I told him that we received a denial letter, he said he didn't know why because he was not told that the loan was denied. Then he said he can do it with my name only and I waited again and again he stopped returning calls. Suddenly I got an email from rep saying he was out of the office and was told that my loan was denied because of poor performance. 15 years of ACH payment, never late is poor performance? Then he email and said it's because of a Forbearance I filed 18 months earlier ( XXXX ), which when I realized that it would affect me negatively after the fact, I paid the back payments and requested them to take me off forbearance in XXXX which they did not do. I've paid on time since XXXX, XXXX, never late since. According to them, my income was insufficient. I was willing to provide additional income from annuity and other assets but they never give me a chance. After 15 years being a mortgage holder with PHH, it's appalling that they would treat me with such unprofessionalism and insensitivity. The real reason, is that the home is, in their opinion, a 'bad neighborhood ' in XXXX , and I had a problem paying additional funds to appraise it and I voiced my opinion. So after7 weeks of back and forth nonsense they declined the loan without any explanation but a denial letter in the mail. PHH mortgage should be reprimanded because of the sloppy, botched up refinance and their lack of tack in communicating with a faithful customer for over15 years. Even today I received this email : Your loan application is still active, and its not too late to complete it. By finishing your application, you may be able to lock in a new, low rate and take the next steps toward your new home loan. Locking today means even if market rates go up, which theyre expected to do, well honor your new locked rate terms for up to 90 days. Give me a call, at your earliest convenience, and we can lock your rate today. Looking forward to speaking soon. Again, I email the rep. he never responded. I wish they'd get their act together and take me off whatever automated email list they have.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20723
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A company by the name of XXXX XXXX XXXX has been harassing the late XXXX XXXX XXXX and XXXX XXXX grand daughter and daughter and violating mortgage lending laws. They also shared the loan information with company by the name of PHH Mortgage in New Jersey. They are requesting a loan balance in some crazy amount and are not the party that is supposed to handling the reverse mortgage. The present amount is under a bank as we speak. And they are also engaging in housing discrimination and and slum lor behavior as the entity holding the address.We need the nonsense shut down now. Thanks so much.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11413
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2021 - Account Modification Approval Notice received. Initial payment of {$790.00} required by XX/XX/XXXX. This payment was made on XX/XX/XXXX via cashiers check and deposited by PHH on XX/XX/XXXX. This was XXXX payment # 1 under the agreement. Copy provided. XX/XX/2021 - " fully executed '' agreement received. Copy provided XX/XX/2021 - Payment of {$790.00} via XXXX XXXX online banking. See Account Transaction Detail Report. This was XXXX payment # 2 under the agreement XX/XX/2021 - Received letter from " XXXX XXXX '' stating that my loan was not eligible for modification because I did not make the initial payment on time. XX/XX/2021 - I complained XX/XX/2021 - Payment of {$790.00} made to PHH via XXXX XXXX online banking. This was XXXX payment # 3 under the agreement. XXXX XXXX - PHH reversed my XXXX payment. XXXX notified me so I purchased a cashiers check to send in. XX/XX/XXXX - Received email from PHH stating the modification cancelation was in error. XX/XX/2021 - PHH recredited my payment so I redeposited the cashiers check to my account. XX/XX/XXXX - Received email stating that I owed {$48.00} from BEFORE the modification and the modification could not be completed until I paid it. I protested but eventually paid it just to shut them up XX/XX/2021 - Payment of {$790.00} made to PHH via XXXX online banking. This was XXXX payment # 4 under the agreement, XX/XX/2021 - payment of {$790.00} sent to PHH via XXXX online banking. This was payment # 5 under the agreement. I am up tp date and current, 5 months, 5 payments. This company constantly holds, reverses payments to make me appear late.They always show my account as past due even though payments were made well iin advance, See screen shot of website. During all the reversal and payment manipulation in XXXX I became so overwhelmed, stressed, and upset I had to be taken to the hospital by ambulance and admitted. I should sue for damages.
Company Response:
State: MD
Zip: 21206
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Took or threatened to take negative or legal action
Subissue: Sued you without properly notifying you of lawsuit
Consumer Complaint: I received a threat to sue me and get a judgment for and foreclose on my HUD reverse mortgage because the accrued interest and charges are exceeding the original loan amount. A reverse mortgage is exempt from any such action and can only be foreclosed if the borrower does not pay all the required property taxes and insurance. This company has illegally and improperly force placed additional insurance on my home even though each time they have requested additional insurance I have increased the amount and paid the additional premiums to my insurance company. My last statement from them includes an amount of {$110.00} charged to my account and {$100.00} refunded for the alleged " shortage '' in my insurance.
Company Response:
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A