Date Received: 2021-09-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is regarding PHH Mortgage. I received a check from PHH Escrow Analysis Department on XX/XX/XXXX with the check number XXXX. The value of the check is {$6700.00}. I forgot to cash this check that time. I have been working with XXXX since XXXX, XXXX. Up to this point, I have not been able to get this check reissued. I called on XX/XX/XXXX, spoke with XXXX, ID # XXXX. He promised me he will take care of this. I didn't receive any check, by XX/XX/XXXX, I called again, and spoke with XXXX, ID # XXXX. I got the same promise. I didn't receive any check, by XX/XX/XXXX, I called again, spoke with PHH representative whose ID # is XXXX. I requested to speak with supervisor, and I was transferred to XXXX, ID # XXXX from PHH 's Escalation Department. XXXX requested me to email him details of this check and he promised me he will take care of this. I emailed him with a scanned check image on XX/XX/XXXX. I still had not received my check by XX/XX/XXXX, two weeks after the last call. By XX/XX/XXXX, I called XXXX again with his extension, XXXX. There was no answer, I was transferred to XXXX, ID # XXXX. XXXX told me that my check was issued on XX/XX/XXXX with check number XXXX. XXXX also told me I should anticipate the check in about 10 days. By XX/XX/XXXX, I still had not received my check. I called again, spoke with XXXX, ID # XXXX, this call was somehow disconnected. I called again and spoke with PHH representative, ID # XXXX. He promised me that he will check with the Escrow Department and will call me back on XX/XX/XXXX. On XX/XX/XXXX, I received a call from XXXX, ID # XXXX. He requested me to wait until XX/XX/XXXX. If I still have not received the check by then, he would send an overnight mail with my check on XX/XX/XXXX. I still had not received the check by XX/XX/XXXX. I called PHH again on XX/XX/XXXX, and spoke with XXXX, ID # XXXX. He promised that he will reach out to XXXX. He also told me PHH should be able to issue an overnight mail with my check with no problems. By now, It has been 3 months since working with PHH to get my money back. I still have not got anything. Thus, I am submitting this complaint to CFPB now.
Company Response:
State: CA
Zip: 91702
Submitted Via: Web
Date Sent: 2021-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have a SAM modification with servicer PHH - which was initially with OCWEN ( loan started on XX/XX/XXXX, modified in XXXX ). I am closing on my house in 5 days ( XX/XX/XXXX ). I have sent emails and had phone calls about the PAYOFF AMOUNT and have not received anything from them. I am expecting the worst from them regarding the sale of my house, timing and payoff amount quote - based on their past dealings ( OCWEN ) and the current state of communication from the PHH people I have spoken to on the phone, and emails sent. I do have my initial SAM agreement documents and know what the amount should be, based on the numbers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 014XX
Submitted Via: Web
Date Sent: 2021-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-12
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I contacted PHH Mortgage /Ocwen Loan Service . We asked them to supply us the direct phone number to Ocwen Financial Service in XXXX XXXX XXXX FL. We got an email back from PHH saying they are looking into my request for the phone number. Looking into my request it should be here is the number or no we will not give you this number. PHH ombudsman XXXX XXXX sent us a letter also XXXX.We will review issues raised. We were looking for a phone number is PHH stalling us or is this some sort of humor to them. Mr.XXXX XXXX is representing PHH he sent us a letter dated XX/XX/2021. Another letter XX/XX/2021 that he represents PHH and then on XX/XX/2021 he says his firm acts for PHH and XXXX XXXX XXXX XXXX XXXX trustees. Nowhere do I have in writing that Mr.XXXX represents Ocwen Financial Corporation. We received an email from Mr. XXXX saying you will not be getting a phone number for Ocwen Financial Corporation and I also represent them. on XX/XX/2021 I sent Mr.XXXX email for him to show me authorization he represents Ocwen Financial Corporation. My request for proof was denied. We feel Mr.XXXX should produce authorization in writing why would he not? Respectfully, XXXX XXXX
Company Response:
State: SC
Zip: 29708
Submitted Via: Web
Date Sent: 2021-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I put in an auto-pay for XX/XX/XXXX, which would cover my payment due on XXXX. The payment did not go through. I called the first week of XXXX and they were not understanding of the issue at all, so I had to hang up the phone. If I pay outside of their autopay system, they charge me an extra {$20.00}. What a ridiculous joke. I want to autopay early, and I have a right to do so. Let me do it. Furthermore, they are now listing suspense payments on my account. The Note I signed with my mortgage, along with my Closing Disclosure, say that suspense payments are not allowed with this loan. I should have no prepayment penalty and no suspense payments. Third problem -- their app does not list whether they are going to pay my taxes on the due date of XX/XX/XXXX. They have no idea what I'm talking about when I mention this on the phone. This needs to be addressed. I received the required service transferring notice more than 15 days after the actual service transferring took place, despite reaching out to make sure that the notice from my old servicer was real. The servicing transfer notice told me they would change my mortgagee clause for me, but that never happened. I can not access documents on their app or website despite going paperless to avoid their unconscionable and illegal {$20.00} fee for electronic prepayments. I have no records of my payment history or escrow payouts. Their app doesn't list it, either. I would like a different servicer. I am getting sick of these people and it's been less than a month. Someone ought to sue these people out of existence. The CFPB is apparently toothless! Do something about this, already! It was bad enough when they were Ocwen! Now they are engaging in the same behavior under a different name!
Company Response:
State: NY
Zip: 14609
Submitted Via: Web
Date Sent: 2021-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: PHH Mortgage Services is facilitating fraud and identity theft by an unknown third party. The property ( XXXX XXXX ) was foreclosed by the second lender in XX/XX/XXXX. Since then, the original first mortgage loan ( Account # XXXX ) has been fraudulently maintained, without my consent. Intermittent, minimum payments to the account are always late and made just prior to foreclosure by PHH. Accordingly, my credit report/score has suffered and the loan appears to be active. I have not lived at the house, derived any benefit from the property, nor made any payment to the loan since XX/XX/XXXX. ( See attached : XXXX XXXX Deed, dated XX/XX/XXXX ; and, XXXX XXXX Tax Assessment, dated XX/XX/XXXX, for XXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX CA XXXX )
Company Response:
State: CA
Zip: 92868
Submitted Via: Web
Date Sent: 2021-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We purchased a home in XXXX XXXX and the amount was {$66000.00}. Due to the mortgage financial meltdown around XXXX, the U.S Government closed GMAC the prior servicer and a new servicer came by the Ocwen. The New Servicer Ocwen sent a Modification document. Ocwen increased the unpaid balance from {$58000.00} to {$85000.00} and the Maturity date from XXXX to XXXX. Also, the modification was not signed by one of the original owners meaning a signature was missing or forged by ocwen. My concern : 1. Why the unpaid balance increased from {$58000.00} to {$85000.00}? 2. Why the Maturity date changed from XXXX to XXXX? Why 6 Years extra? 3. Who authorized Ocwen now PHH Mortgage to steal or deceitfully rip us off? 4. Should the $ XXXX added to the principal ( {$27000.00} = {$85000.00} - {$58000.00} ) or unpaid balance enough for the two ( 2 ) years Ocwen stated we didn't pay?
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: OCWEN performed illegal actions in line with the definition of a predatory lending institution. Our 1st and 2nd Mortage were both bought out by Ocwen XXXX by companies that had gone bankrupt LItton/GMAC. We received false documents stating our loans were late, in danger of foreclosure, and payments programs were no longer being honored. After being denied for a HARP refinace program since our loans were current, we signed a Loan Modification Equity Share ( XXXX ) in distress as Ocwen was placing our split payments into a forbearance account and not crediting them to our balance which caused us to enter an Equity Share program for our 1st Mortage to avoid foreclosure. Ocwen stated our refinanced balance was $ XXXX and we would owe 25 % of all future equity above $ XXXX when we sell or refinance of our house. OCWEN deferred the balance of our refinance agreement to $ XXXX increasing their value of the equity share from $ XXXX to $ XXXX since our payoff is now based on an appraised value of $ XXXX. Ocwen also breach the contract with our 2nd Mortgage when they took over our loan from GMAC which part of an Equity Acceleration program making bi-weekly payments which OCWEN acknowledge based on continuation of the payment agreement. OCWEN performed unauthorized transactions from our XXXX XXXX XXXX account outside of the agreed upon dates in XXXX which forced us to cancel our XXXX XXXX XXXX Account and terminate their ability to make random auto drafts without our authorization. OCWEN then changed their name after multiple Class Action Lawsuits when created PHHXXXX to service our loans, bouncing the 1st and 2nd Mortgages between to the two entities and continuing to send us false statement stating our accounts are behind. We are unable to refinance or purchase a new home without penalty as OCWEN is using tactics that they have already been deemed as guilty in previous court cases.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23462
Submitted Via: Web
Date Sent: 2021-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We are one of the many American 's that experienced hardship as a result of covid-19 Lockdowns and restrictions. Sometime on or before XX/XX/XXXX, we contacted our mortgage servicer ( PHH Mortgage ), and explained that as a result of lockdowns and covid-19 restrictions, could not meet the mortgage payments. In response, a PHH Mortgage representative told us not to worry and further claim that PHH was helping their customer get thru the pandemic. The representative said that we was placed on a forbearance plan and when ready to resume the mortgage payments, all unpaid balance would be placed on the back of the loan. We have been trying to resume our mortgage payments for many months while PHH have entertained us with many follow up calls and paper work to no avail. PHH Now wants us to pay the full balance and filed a foreclosure action despite our verbal forbearance agreement back in XX/XX/XXXX. Instead of honoring our forbearance agreement, PHH filed a law suit on XX/XX/XXXX for non payment. PHH has engaged in Unfair Business Practices, misconduct, and abuse in connection with the Cares Act. Under the Cares Act homeowners can engaged into forbearance agreement due to the pandemic restrictions and lockdowns. Clearly PHH has violated every sentence of the Cares Act in connection with this loan. We ask that you investigate the matter and forward a copy of this complaint to the Government Accountability Office NPR for sanctions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2021-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have been reaching out to Ocwen/PHH mortgage company since XX/XX/XXXX for a lien release on the property located at XXXX XXXX XXXX XXXX XXXX, MD XXXX XXXX The mortgage on this property was settled in XXXX through a loan modification and a cancellation of debt issued by Ocwen through the provision of a 1099, which is attached. I contacted the company and was assured that the mortgage was settled with them and that I didn't owe them any more money. I have had absolutely no communications from Ocwen since XXXX concerning this mortgage since the provision of the 1099. I began to attempt to sell this property in XXXX. I found a prospective buyer and entered into a sales contract with a settlement date of XX/XX/XXXX. On XX/XX/XXXX, the title company contacted me to notify me that Ocwen still had a lien on the property, that I needed to provide proof that the lien was satisfied through obtaining and providing a lien release. I proceeded to contact Ocwen that same day, which is now affiliated with PHH Mortgage Company, to obtain a lien release. One of their escalation managers, XXXX XXXX, assured me that he would be getting back to me within 3-5 business days. He never got back to me. I then contacted another escalation manager, whose last name was XXXX. He sent my Ocwen account number to the Lien Release department along with the 1099 showing the cancellation of the debt. I received an email indicating that this information had been provided to the Lien Release Department. My realtor than asked for and received an extension on the settlement date to XX/XX/XXXX to provide more time to receive the lien release and to preserve the sales contract. Around XX/XX/XXXX, the title company representative, Ms. XXXX XXXX, and I then began to reach out to the Lien Release department on a daily basis asking when we would receive the lien release, informing them all the while that we needed it as soon as possible to proceed with the sale of the property. Ms. XXXX even informed the Lien Release department that XXXX XXXX, the title company that she worked for, would file the lien release. After another week of sending emails to check on the status of the XXXX release around XX/XX/XXXX, another Ocwen/PHH escalation manager, last name XXXX, told Ms. XXXX that the lien release could not be issued for another 30-45 days without providing any other reason than that it would take that long for the Lien Release Department to process it . As of this date, I still don't have the lien release on a mortgage account that should have been closed out in XXXX with the cancellation of debt. Ms. XXXX informed me that the mortgage company is legally required to issue the lien release within 45 days of closeout of the mortgage account. I will lose the deal to sell my house because of Ocwen's/PHH 's failure to issue a duly-owed lien release on the property in even a remotely timely fashion.
Company Response:
State: LA
Zip: 701XX
Submitted Via: Web
Date Sent: 2021-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due ro Covid 19 we lost income and in XX/XX/XXXX requested a forbearance on our OCWEN mortgage. We were granted the forbearance and were told that we had to undergo a mortgage modification. Or we would have to pay, in full, the months that our loan was in forbearance. Due to the hardship this was not possible so we had to comply with a loan modification. In XX/XX/XXXX, during the modification process we were asked to complete, sign and have notarized multiple documents. We complied immediately and paid to have the documents overnighted back to OCWEN. Several weeks later OCWEN contacted us via telephone and said our modification paperwork was notarized incorrectly and that all of the paperwork needed to be redone and that the notary had to print our names separately and completely. For example, the notary printed our names as XXXX and XXXX Doe. OCWEN said in order for our paperwork to be correct the notary needed to be print our names as XXXX XXXX and XXXX XXXX. We completed this paperwork and had it notarized again per their new specifications. On the same exact day the new paperwork was received by OCWEN they denied the loan modification due to our paperwork being initially incorrect. We called OCWEN and tried to speak with someone who could help us and who would see that the additional paperwork they requested had been received before the cut off date. We were told that we had to make an appointment with a Specialist to discuss any options we might have other than foreclosure. We requested an appointment and were told it would be in three weeks time and that there was no one else we could talk to. During the time we tried to make payments on our mortgage but were told that because the modification was denied they would not accept payments and if we did pay it would not go toward any of the forbearance amount nor would it reflect as a payment in their system. We were told this repeatedly over XXXX XXXX. In XX/XX/XXXX we finally were able to speak with a Mortgage Specialist. Our Specialist could not answer why our modification was denied even though we complied every request within the time limit. She said our only option was to appeal the denial, which we did. In XX/XX/XXXX our appeal was granted and we were told that the Loan Modification process could proceed and that we could begin to make monthly mortgage payments starting on XX/XX/XXXX. At this time they increased the mortgage payments by {$200.00} and said that this was due to rising interest rates. We have made our payments for XXXX, XXXX, XXXX. On XX/XX/XXXX OCWEN requested that proof of a XXXX Satisfaction be sent to them in order to complete the loan modification. On XX/XX/XXXX we emailed the lien satisfaction paperwork. Our Mortgage Specialist contacted us via telephone on XX/XX/XXXX and said the Modification Department would not accept the proof of Lien Satisfaction and that they would now need the lien expunged from our record. On XX/XX/XXXX we contacted the State of SC and requested that the satisfied Lien be expunged. On XX/XX/XXXX I received an email from the State of SC saying the record had been expunged and we would be receiving a formal letter stating as much. On XX/XX/XXXX we sent the expungement information and a copy of the email from the stare to OCWEN. this same day we were approached by a woman outside of our home, she was taking photos of our home and said that the mortgage company sent her. I immediately called OCWEN and were told that as of XX/XX/XXXX our home was under a notice of foreclosure. We have not received any such notice and we were complying with a new request for documentation. We were unable to speak with a Mortgage Specialist and were told that the next available appointment to talk with anyone that could help us work be on XX/XX/XXXX. We then asked to speak to a supervisor to see if we could find out why the Loan Modification Department asked for additional documentation and filed a notice of foreclosure on the same day. This is exactly what the Loan Modification Department did in XX/XX/XXXX. They denied their Modification the same day they received the new paperwork they requested and now they are denying the modification on the same day they requested new documentation. We have complied and completed every request in a timely manner and it does not matter. Additional, on XX/XX/XXXX we were able to speak with a supervisor at OCWEN. He apologized for the lack of communication and agreed that everything we had been asked to do was done. He then asked us if we wanted a forbearance due to our continued COVID-19 hardship. We were not even aware of this option was available as we were told by OCWEN that the hardship forbearance we received from XXXX XXXX XXXX was the limit. The supervisor we spoke with said that the forbearance would stop the foreclosure process and would buy us some time to try and figure out exactly what the Modification Department had done. Again, we asked to speak directly with the Mortgage Specialist assigned to us but were told that her next appointment was not until mid XXXX.
Company Response:
State: SC
Zip: 29485
Submitted Via: Web
Date Sent: 2021-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A