Date Received: 2021-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX XXXX Bank is said to have the mortgage while pooling with Fremont Investment and Loan. It now turns out that XXXX XXXX is the major Trustee of the pooling. Also, the foreclosure that was filed in XXXX states that was another mortgage signed XX/XX/XXXX. Nobody has the mortgage and the note to this closing. There is however and Rider to the note that states the mortgage was signed XX/XX/XXXX. There is an addendum to the note that states it was signed XX/XX/XXXX. PHH who is the servicer since Ocwen is not allowed to do any financial dealings in all 50 bought PHH. They that it is a transcribable error. In XXXX the before documents were sent to XXXX Court as part of the package. The Limited Power of Attorney states that all of PHH companies has power of attorney. There is no names who has the power of attorney. the way it is written the corporation has to sign all documents, no individuals. i can send you all the documentation if requested. Thank you
Company Response:
State: FL
Zip: 32707
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I want to file a complaint against Ocwen loan services now called PHH Mortgage and the investor of our mortgage XXXX XXXX XXXX XXXX XXXX. I have had a previous complaint # XXXX. PHH Mortgage ombudsman were communicating with us about our original XXXX modification application that they inherited. PHH said they did not have a copy of this modification or the application we also submitted to Ocwen when they took over our account.Mr XXXX and Ms XXXX from the ombudsman team said their legal team would only talk to us if we produced a copy of the modification from XXXX as Ocwen does now have a copy. The next two weeks were spent reaching out to and emails to XXXX XXXX who owned the account before they were liquidated .I have email and phone calls from XXXX that they would not have any copys or original as Ocwen has all the files.We were like a donkey chasing it's tail writing emails and phone calls when Ocwen had them all along. Ocwen and XXXX XXXX XXXXXXXX attorney Mr XXXX sent us some paper work from his reviews on our case and he happened to send us the copy of the XXXX application. We contacted Mr XXXX his response you will need to prove that Ms XXXX and Mr XXXX said they did not have them. I informed Mr XXXX my calls were recorded by Mr XXXX. Mr XXXX response was they probably did not understand what you were asking them. Ms XXXX and Mr XXXX hold senior roles in the ombudsman department. If they can't understand clear English they should not hold a position of this manatude. My command of the English language is from the XXXX XXXX and is my first and only language.Mr XXXX has been asked a question by me his only response is I can't give you legal advice. There is one covering for each other here. Letting us chase after files that they already had getting another company involved XXXX XXXX. There is no shame or respect for people here. XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29708
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, PHH Mortgage has only paid me half of what is owed now that I've refinance my loan. The company received the payoff amount from the broker, but I had already made my XXXX payment, as well as extra payments throughout the year, I am owed the difference. Their customer service is incredibly difficult to reach. I just want my money.
Company Response:
State: NJ
Zip: 07052
Submitted Via: Web
Date Sent: 2021-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently refinanced my home and have been having trouble with the originating mortgage company PHH Mortgage, providing accurate information regarding my loan payoff. I initiated this request on XX/XX/XXXX & barely received a payoff quote on XX/XX/XXXX. Aside from the runaround I received in getting an accurate quote due to a 'shared appreciation ' amount they said I owed due to a loan modification done in XXXX ( I also think there should be a limit as to when they can try to recoup any increase in property value ), they have now come back and said the quote was inaccurate & I owed an extra {$1000.00} for the cost of the appraisal they ordered, although the line item only states 'recoverable balance '. Several issues here, I was not told that I would have to pay for the appraisal when I initiated the request. I now have a copy of a letter they said was mailed to me, but was not received by me vial USPS, saying I could order the appraisal or valuation, or they would. I only received a call from an appraiser to do the work, which I assumed was just part of their process, again, not being in receipt of the original letter. Otherwise, I would have ordered my own appraisal. The letter also states that if the mortgage company orders the appraisal, I would have to pay for it and the cost would be 'up to {$520.00} '. I have also called to ask for a copy of the appraisal invoice and the mortgage company 'ca n't find it ' and said they would have to do research to locate it and send it to me. So, they are trying to charge me over the amount stated, they can't provide proof of the amount charged by the appraiser, and they are threatening to return funds for the original payoff until the full balance is paid. I believe this company to be deceitful in trying to gain more funds from me when they can't provide sufficient evidence. They are also attempting to gain more funds by returning the payoff monies, they can then start to charge additional interest. Aside from the additional money being requested, I have 12 different payoff letters from the company, most in different amounts, and so they can't even figure out how much the payoff is in the first place. I'm refusing to pay any additional balances and request this company be investigated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93612
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for a forbearance agreement with my mortgage company on XX/XX/XXXX. Because of a loss of income due to Covid 19. I was told to wait for the papers and email I requested. They said it would take 10 days. I called back at least 2 times after that and was told by the agents that the agreement could be seen in my information. I called again on the XXXX the agent again stated he saw the agreement, and that he would resubmit the request for the hard copy and email to been sent. I called this morning hoping that I could at least get the email sent. I was told that my forbearance had been closed on the XXXX of XXXX.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested a copy of the billing statement for the XXXX activity for my account which included payments made to the mortgage as well as the payoff for the refinance of this mortgage to XXXX. I was told that they do not produce a statement for the cycle with which the loan is paid in full. I am not sure that is correct because there is still activity in that period and I wanted to validate that there wasn't a credit refund due on the account.
Company Response:
State: PA
Zip: 15146
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2021 my XXXX mortgage payment for XXXX was processed ( as shown on my XXXX Bank Statement ) XX/XX/2021 my XXXX payment was processed a second time as an ACH Draft Contacted PHH customer service and told them was being charged 2x for one payment. They insisted they only were paid once. I went to my bank and they reviewed all documentation and agreed that PHH had in fact been paid twice. I told them I had contacted PHH and they stated they only had processed once. My bank initiated a credit for my duplicate charge and that was reflected on XX/XX/XXXX. XX/XX/XXXX PHH resubmits another charge for the XXXX payment for XXXX. XX/XX/XXXX my bank reverses that charge. PHH now requesting again XX/XX/XXXX for this payment of XXXX. I sent them all supporting documents on XX/XX/2021 they stated they needed 30-45 days to review. To date no response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 02816
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear CFPB : You may not believe. Im back again, some of same issues with the horrific, irresponsible PHH Mortgage, and Ocwen Loan Servicing company. Please see prior XXXX complaint XX/XX/2018. They stopped their irresponsible behavior for a few months and drifted right back to sending me info and packages to MY home address with ex spouse name attached to mine. The worst case scenario keeps happening with these folks and now I receive and reimbursement check from my escrow account with you guessed it, both My name and XXXX 's name. The insurance policy and taxes are completely in my name and no surprise, because it takes a bit of effort to set things right in my file noting I am the only party to any monetary transactions these should only be in my name and my name only. Seems simple enough right? Now I am stuck with a check I can not cash, copy attached and the really scary thought is if this would have been a major payout Id be stuck like XXXX!! My bank ask me to go find my ex wife or have her come to the bank with proper identify and consider adding her to my account. Can you believe? Well, Ive called and called PHH Mortgage and I get some supposedly relationship manager after a slew of customer service reps in and out sourced and am getting no where. I am uploading files to support this. Thanks you in advance for your attention and response.
Company Response:
State: TX
Zip: 77083
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Ocwen Loan was the original serviser for this loan. THe loan was sold TO PHH ANd now XXXX XXXX over two years ago. I have experienced XXXX related challenges that have prevented me from paying my payments to XXXX XXXXXXXX. I received housing counseling, where my HUD counselor pulled my credit. I noticed an item on my report from OCwen reporting my late payments from 2017. I have not been with Ocwen since 2017, therefore should not be making any reporting on my credit. I am now recieiving assistance from XXXX XXXX in the form of a trial modification, which should bring my arrears current. I need Ocwen to stop reporting my delinquency.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19138
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage owes me {$3200.00}. PHH Mortgage Services purchased my mortgage from XXXX XXXX on XX/XX/2021. One half of the annual XXXX County RE taxes was due to be paid on XX/XX/2021 in the amount of {$3400.00}. PHH Mortgage Services failed to make the payment. The full amount of RE tax, {$6900.00}, was therefore due on XX/XX/XXXX. PHH mortgage failed to make that payment. As a result, XXXX County issued me a notice that I was in default for failure to pay the RE tax. After repeated attempts to talk to customer service as PHH Mortgage I made the full payment of RE tax {$7100.00} to the County that included a late payment penalty and interest of {$190.00}. PHH Mortgage issued me a check {$3800.00} in XXXX stating their was an excess of escrow in my account. I finally reached PHH Mortgage who have contended there wasn't enough money in escrow to make full restitution of the real estate tax. Therefore I was not due the balance of the RE tax of {$3200.00}. I believe either PHH Mortgage made an accounting error or PHH Mortgage did not obtain the full amount of escrowed from XXXX XXXX. Regardless, the error was made by PHH.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80210
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A