Date Received: 2021-10-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX blew off in Utility room flooding 3 rooms before we could get water cut off. We filed claim with XXXX XXXX immediately. NO adjuster was sent to our house because of Covid. We had to provide tons of pictures of the damage to them. Had to get 2 bids from 2 different contractors, who also took tons of pictures and sent to XXXX XXXX. XXXX XXXX helped us pick the right contractor, and sent us a check for {$91000.00} for us to both sign and overnight by XXXX to PHH Mortgage Services. Now PHH says that we have not provided an Adjuster 's Worksheet, and will NOT release OUR money back to us. There is NO Adjuster 's Worksheet because no one was sent out here because of Covid! XXXX XXXX along with myself have called numerous times. We get the run around EVERYTIME we call. XXXX XXXX has told us that they have sent every paper and Form that they should need. How do we get OUR money back from them?? Please Help!! Our home was a {$400000.00} Mortgage and we only owe them now {$63000.00}. Thank you, XXXX and XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX. XXXX, TX XXXX. XXXXXXXX XXXX cell ( XXXX ) XXXX, XXXX XXXX XXXX cell ( XXXX ) XXXX
Company Response:
State: TX
Zip: 75503
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX DIED, BUT XXXX XXXX IS ALIVE I, XXXX XXXX IS SON GETTING GUARDIANSHIP, ( HAD FAMILY PROBLEMS WITH SIBLING, ETC GETTING INVOLVED ) CAN NOT FORECLOSE IF SHE LIVES THERE!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11216
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have sent payment receipt copies of all payments, still being inaccurately reported and not corrected? Inaccurate Property Description refusal to correct? Inaccurately Principal Balance reported? XXXX United States Bankruptcy Court paid {$46000.00} only applied to the loan {$4600.00}? Recharging the customer for Payments the Bankruptcy Court has already paid? Sent unknown persons to my home Sunday, XX/XX/21 to verify if someone lived in the home or any damages? Mortgage Company sent our payment back to us, I remailed Priority Mail Tracking Number. I have sent 7-8 Priority Mail with tracking numbers none have been answered? I will not Refinance or have another Mortgage company buy out when there is inaccurate Principal balances due to Mortgage Neglance? Can submit all Payments Receipts, Tracking Information Recorded conversation under separate cover.
Company Response:
State: LA
Zip: 710XX
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ocwen got hit with unlawfully Sterling home in Texas so they bought Phh mortgage service and now me and my family have been fighting foreclosure for 8 Long years there accounting is wrong on my mortgage I am a XXXX Amerikaners War Vet long story
Company Response:
State: TX
Zip: 76549
Submitted Via: Web
Date Sent: 2021-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I tried to make an additional principal payment online with my mortgage company. They charge {$7.00} fee for online payments because I am not enrolled in paperless statements. They took over my mortgage from the previous company ; I was never enrolled in paperless statements. I must have monthly paper statements. I am enrolled in autopay, just as I was with the last and original mortgage company. There are no additional charges for being enrolled in autopay. The fee charged for online payments is unnecessary as it is inconsistent and an unethical business practice to charge monies for legally paying down a fixed mortgage early whether online or by papery check.
Company Response:
State: PA
Zip: 18951
Submitted Via: Web
Date Sent: 2021-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During the worst time of COVID I paid my mortgage. Recently in XXXX of XXXX I started to fall behind, I finally broke down and requested a forbearance. PHH said 3 months, but gave it for 6 months. Under the CARES ACT I am able to extend for another 6 months if needed and if done by XX/XX/XXXX. I reached out to the mortgage company for help and was denied and extension, I was told the investors havent been paid for 2 years and need to be paid and that is the reason I cant get an extension. I am in the XXXX industry, the industry that was hit the hardest. I work at a XXXX and in a XXXX, I have job security. I am just waiting on the XXXX to open more and add more shifts ; but that can only be done by the department of business regulations , health department, and OSHA. The whole time I could of taken the forbearance like others and went 18 months without paying, but I didnt, I used my unemployment money to pay my mortgage. I finally realized 6 months ago that I needed help, and broke down and used the forbearance, I should not be penalized because I didnt take advantage of the system. Their communication to help me with this process is horrendous! They may have called me from XXXX numbers but I dont answer them because most of the time it is spammers. They never once left me a voicemail asking to help me. The person I spoke to said they cant leave a voicemail unless it says my name or number. When you call my phone, my voicemails says Hi you have reached XXXX. They could of left me a voicemail to get me in touch with the right people to help me. They sent me emails that went to my spam because they used 7 different emails. Customer Care, No Reply, Relationship manager email all these were in reference to my forbearance and it all went to spam. They made sure to send PHH Mortgage mail for my insurance renewal, PHH mortgage for flooding, discounts, feedback. The email I made a VIP so I stay on top of it XXXX XXXX XXXX XXXX they would send me my monthly statement which was last sent XX/XX/XXXX. I have received a few letters which state the forbearance, how much I owe, and if I need more help. I reach out for more help and I get denied. I never took advantage of the situation and didnt use it till I needed it, and now they are taking advantage of me when I need help the most.
Company Response:
State: RI
Zip: 02904
Submitted Via: Web
Date Sent: 2021-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am filing this complaint against Ocwen/PHH/XXXX XXXX . I have a shared appreciation modification loan number ( on next page ) in which my second deed of trust 's debt was rolled into the modification. If I completed on time payment for three years, the total outstanding back debt would be forgivien. I have completed the three years, and the debt was forgiven. I have an offer for my home, and I am in a contract. Now that I am trying to close my house, OCWEN/PHH/XXXX XXXX is attempting to awaken a debt included in the back monies owed ; I am requesting that PHH/OCWEN/XXXX XXXX either assign my second to my first or processes a lien release at the XXXX County Recorder 's Office. I also request that they give me an itemization of the back debt to include the second deed of trust.
Company Response:
State: CA
Zip: 95757
Submitted Via: Web
Date Sent: 2021-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 we ( Suburban XXXX XXXX XXXX XXXX ) sent a wire to PHH Mortgage Services Payoff Department in the amount of {$320000.00} which showed on the bottom line of a mortgage payoff letter, however that bottom line was not the payoff amount but the Original Principal Balance. The Payoff amount was {$280000.00} a {$40000.00} difference, when I called PHH I was told to send all documents to their research department at fax # XXXX, which I did. When I hadn't heard anything I called and was told they can not help me because the monies will be given to the mortgagee and not returned to us even though we sent the wire. Unfortunately the borrower has been in the XXXX having XXXX XXXX and I am not able to get in touch with her.
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2021-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX PHH Mortgage made payment to my insurance after asking them to make payment for a few months. They finally did but the Insurance company never received it. I called PHH Mortgage over the course of the following 3 months to fix this issue, On several occasions I have spoke to agents named XXXX from insurance dept and he stated it was cancelled check and reissued to the insurance company. 3 weeks later nothing was cancelled yet but PHH Mortgage charged me a second time for the insurance. the second payment made was XX/XX/XXXX same amount of {$4500.00}, my account became negative for escrow in the amount of {$4500.00} as they never issued the refund to me or the account. to make matters worst, they transferred my account to XXXX XXXX on XX/XX/XXXX and closed my account with them as paid in full. now when i make contact with them, no one knows anything and all i get is " they are working on the stopped check to refund to me ''. its been 3 months since this incident and they have not refunded my the original charge of {$4500.00} for double insurance payment even though they have advised me the check was cancelled and not cashed by the insurance company. along the way my insurance was going to cancel and they didnt issue second payment to them until XX/XX/XXXX, so i had to make a 3 month {$1100.00} payment to my insurance company to keep my insurance from cancelling. as part of FHA rules the mortgage servicer is required to make my insurance payment on time, hence the required escrow account. i have since spoke to XXXX XXXX # XXXX, XX/XX/XXXX XXXX XXXX ID XXXX, stated the completion date of refund into my escrow account would be XX/XX/XXXX and it didnt happen. no refund issued to account or to myself. on XX/XX/XXXX spoke to XXXX XXXX XXXX and he advised they are working on refund. on XX/XX/XXXX i spoke to XXXX ID XXXX and he advised they are working on refund, after i was upset and asked for manager, he stated he could no longer hear me on the phone call and acted like there was interruption and went quite and quit responding until i hung up. i have no idea what else to do because this is an extreme gross error on their part and they are washing their hands clean with false info each time i call. i do not have {$4500.00} just laying around to give away and i would like my refund sent to me. the new mortgage company has confirmed that they have yet to receive a refund from PHH Mortgage for my escrow. please help.
Company Response:
State: TX
Zip: 75063
Submitted Via: Web
Date Sent: 2021-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ocwen had our mortgage and then it went to PHH. Everything was fine at PHH until my bill jumped by XXXX $ + a month 2 months ago. Checking shows that my escrow went from XXXX $ to over XXXX $ so i inquired as to why. They said that my property taxes jumped to over XXXX $ a half year. I spoke to the escrow agents they agreed that my taxes had gone up that much. So i went to my local treasury office and got print outs. My taxes had increased from XXXX $ to XXXX $ a year, not XXXX XXXX Not only that but payments had not been made from the mortgage company to the treasury office for over a year. The bill there is currently XXXX $ and if it isn't paid this half my house will be open to tax sale. I contacted PHH and they said they had disbursed XXXX $ and XXXX $ to the office. The office shows no record of this. An agent XXXX # XXXX has been in contact with me, but after faxing these documents to PHH and then emailing them to them, i have had no response as to rectification of this issue. Nor notice they have received these documents. If i don't get a quick resolution i will be forced to pay the XXXX $ out of pocket along with the raised mortgage payment and this is unacceptable. Perhaps this is some typo error in the company but i can not wait till this half ( along with fines and fees ) is not paid. I am having issues getting these phone files from emailXXXX XXXX to the attachment upload, please send me an email addy i can forward them to?
Company Response:
State: IN
Zip: 47150
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A