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 NEW REZ. 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: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our FHA mortgage was financed through PHH Mortgage Services for the year of XX/XX/XXXX - XX/XX/XXXX. They failed us terribly and have put us in a serious bind with our home and county tax office. They not only failed to pay the total amount of taxes owed originally around {$4800.00} now with an outstanding balance of around {$5400.00} with interest continuing to climb. The incorrect amount they can account for ( 2 payments totaling around {$1400.00} ) they paid it to the wrong account! I made them aware of their error back in XXXX after they sold our account and we attempted to refinance. During that process, the new company found the error, making us aware we were unable to refinance due to the mistake and negligence of PHH MORTGAGE SERVICES. After severe run around and no assistance, XXXX in the PHH escalations department assisted me in XXXX and confirmed with me the county lot number they made the incorrect payment was the incorrect account # by the very last number. He assured me that they would correct their wrong, took responsibility, sent it up to a superior, after all it was their mistake. We are now nearing the end of XXXX with no resolution! They have yet to make any changes. They have now decided to send an email stating there was no wrong doing and push the problem onto us and the new mortgage company. They claim the new mortgage company should roll the back taxes into our account. Why should that be the resolution? It's also not possible at this time. Keep your word and right your wrong. Make the necessary corrections. Pay what you owe to our taxes and cover all of the interest that has piled up as a result. We are fed up with the situation and want to move on. We simply want to refinance our home and we can't even do that because of this.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please see attached letter. I recently found out the unpaid principal balance for PHH Account Number was incorrect for the past 4 years after the discovery of an egregious error that would have never been found had I not challenged the HUD Claims that were advised would be included in The PHHMortgage Corporation Loan after completing a XX/XX/XXXX Loan Modification. The unpaid principal balance for the FHA PHH Mortgage Loan Account Number unpaid principal balance was over billed an additional {$21000.00} and PHH Mortgage received another {$21000.00} from HUD! I was grossly overcharged as I suspected! My original loan was {$240000.00} in XX/XX/XXXX. How do I owe $ XXXXand {$61000.00} totaling {$240000.00} as of XX/XX/XXXX? I received a letter dated XX/XX/XXXX from XXXX XXXX that states theunpaid principal balance for Account Number XXXX is now {$170000.00}. I previously received a letter dated XX/XX/XXXX from XXXX XXXX thatstated the unpaid principal balance for Account Number was {$170000.00}. I have also received multiple pay off notices : XX/XX/XXXX PAYOFF QUOTE valid through XX/XX/XXXX is {$180000.00}. XX/XX/XXXX PAYOFF QUOTE valid through XX/XX/XXXX is {$180000.00}. XX/XX/XXXX PAYOFF QUOTE valid through XX/XX/XXXX is {$270000.00}. XX/XX/XXXX PAYOFF QUOTE valid through XX/XX/XXXX is {$250000.00}. I have not received a detailed breakdown of every re-applied payment since XXXX through XX/XX/XXXX. There have been too many discrepancies and errors in how my loan modification and loan payments were calculated. I've received numerous calls from PHH Collections advising I owe various balances as high as {$79000.00} and misdirecting me to contact Relationship Managers who are inept in resolving the issue. I was also given direction to speak with a relationship manager for help with paying my loan balance even though I was not behind on my mortgage. I have paid my mortgage loan amount each and every month since XXXX. I wasdouble charged {$21000.00} in error and the interest PHH gained for those 4 years were not mentioned in the calculation of the new principal loan balance. I request for the HUD Partial Claims for {$40000.00} and {$21000.00} totaling {$61000.00} be paid by PHH Mortgage Corporation forthe egregious calculation errors and delays made by PHH Mortgage Services in the handling of both Loan Modification Agreements from XX/XX/XXXX and XX/XX/XXXX. I escalated this issue because I have not received a detailed breakdown of ALL reapplied mortgagepayments from XXXX to current date along with interest accrued from 4 years of being overcharged for the Principal Loan Amount from XXXX Loan Modification Agreement, double billed {$21000.00} and late charges billed that are included in the unpaid principal balance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91945
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Started off as a 80/20 Loan ( Freemont & Ocwen XXXX then I got it modified and had 1 mortgage with Ocwen. I had a mortgage broker speak on my behave to negotiate this modification in XXXX which I was not aware this was a balloon mortgage. When I recently tried to do a Home Equity Loan with another company that how I found out that I still had a second mortgage. This was a predatory loan from the beginning, So I went back to the Mortgage company Ocwen ( now PHH mortgage ) to get this resolved by paying off the second mortgage with out the interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06605
Submitted Via: Web
Date Sent: 2021-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: From XX/XX/XXXX we were unable to pay mortgage payments due to a severe injury to my leg. I lost my job as a XXXX because I was temporarily XXXX and in a XXXX. I applied for COVID-19 relief due to my severe illness. In XXXX XXXX I was able to become fully employed again after being out of work since XXXX XXXX because of my injuries and subsequent illnesses. Started working on a loan modification with PHH Mortgage in XX/XX/XXXX. They have made this process impossible due to lack of access to people that are able to help with this process. PHH claims every time you call that you didnt send paperwork ( all paperwork was sent via email, we have these ), didnt fill out a small detail, ( this had been given on previous occasions ), it wasnt there on time ( when it was sent the day it was requested ), now they claim I dont occupy the house, ( have lived in this home for 20 years and is my primary residence ). This company has no intention on fixing this situation when we have the income now and the means to easily stay in this home. They want to foreclose on this home and will not communicate any terms or modifications with us so we can resolve this problem for over 8 months. They send a letter with a request for more paperwork and it arrives so long after the fact that they tell us we have to start all over. Even when we have sent the information and called them to update any needs. All calls are answered in XXXX with severe language barriers and no one knows what is happening because it is never the same individual, they just tell you to call back in a week and they have done nothing. We owed {$180000.00} on this home when this started. We have no access to any records on this home now as they have removed all access to our loan. This company is the most fraudulent company I have ever dealt with in my lifetime. They have been sued over and over again for these practices and no one will help homeowners!!! This company does not deserve to be in business, they are hurt so many people that are unable to fight for themselves.
Company Response:
State: OK
Zip: 74012
Submitted Via: Web
Date Sent: 2021-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Why do you refuse to get your hackers out of here and stop them from remoting into my phone?!!! They are purposely bricking my battery on my phone so that it can't charge even when plugged in! They are purposely slowing down my internet to s standstill when I'm trying to use these apps to go out and earn money! I have XXXX! This is discrimination! There's no reason for them to be remoting into my phone and purposely tying me up like this. I shoulnt have to go find a public computer to report from just be able to go online and do things like look for a job. This phone I am using only shoes them with a red light on when they are remotes in. I barely got my phone on and I'm still having to deal with your hackers you have remoting into my phone and laptop preventing me from doing anything. Get your hackers out of my electronics! Get them out of my phone! Get them out of my laptop! They don't belong her! Leave me the XXXX alone!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78223
Submitted Via: Web
Date Sent: 2021-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please see the attached letter for info request for all monthly mortgage statements you have on file for me at my residence at XXXX XXXX XXXX, XXXX XXXX Tx XXXX for the dates of XX/XX/2018 through current.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78223
Submitted Via: Web
Date Sent: 2021-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Ocwen will not generate a payoff. We have sold our home and unable to close because Ocwen refuses to provide payoff letter.
Company Response:
State: MS
Zip: 39042
Submitted Via: Web
Date Sent: 2021-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was having trouble with PHH mortgage regarding my escrow account. My escrow account keep going into the negative because of my homestead tax credit that I received. I contacted PHH several times to get someone to do an escrow analysis on my account. They did at least 6 analysis but couldnt find the problem. My mortgage payment kept fluctuating because of the problem. I even received a overpayment check because they said that I had to much money in the account. They problem was finally found out in XXXX of 2020 and it was found that they were given me too much of an exemption. It took them over 2 years to find the problem. When PHH found the error they sold my loan to XXXX Mortgage because they didnt want to deal with the error. XXXX mortgage contacted them on my behalf several times but was informed that since the loan was sold that its nothing that they could do. I had XXXX mortgage do several escrow analysis for me and the knee it was a problem but they couldnt get PHH Mortgage to cooperate. I ended up selling the house and I had to pay for the escrow account negative balance which is wrong. Now XXXX mortgage is giving me the run around because theyre paid in full. Now XXXX Mortgage is telling me its nothing they can do and the issue is with PHH mortgage. Im stuck between a rock and a hard place. I need someone to help me rectify this problem.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2021-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My mortgage with PHH Mortgage Service was transferred to XXXX XXXX XXXX, and PHH had the service on my mortgage since XXXX. I had many hard times with the payments on this mortgage, and I remember being up to 90-says late in XXXX and XXXX. Therefore, my late payments within the legal 84 month timeline qualifies me for the removal of this account. PHH has even posted the account twice under two separate account numbers. The template to the FCRA is as follows : 605. Requirements relating to information contained in consumer reports [ 15 U.S.C. 1681c ] ( a ) Information excluded from consumer reports. Except as authorized under subsection ( b ) of this section, no consumer reporting agency may make any consumer report containing any of the following items of information : ( 1 ) Cases under title 11 [ United States Code ] or under the Bankruptcy Act that, from the date of entry of the order for relief or the date of adjudication, as the case may be, antedate the report by more than 10 years. ( 2 ) Civil suits, civil judgments, and records of arrest that from date of entry, antedate the report by more than seven years or until the governing statute of limitations has expired, whichever is the longer period. ( 3 ) Paid tax liens which, from date of payment, antedate the report by more than seven years. ( 4 ) Accounts placed for collection or charged to profit and loss which antedate the report by more than seven years. ( 1 ) ( 5 ) Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years.1 ( b ) Exempted cases. The provisions of subsection ( a ) of this section are not applicable in the case of any consumer credit report to be used in connection with ( 1 ) a credit transaction involving, or which may reasonably be expected to involve, a principal amount of {$150000.00} or more ; ( 2 ) the underwriting of life insurance involving, or which may reasonably be expected to involve, a face amount of {$150000.00} or more ; or ( 3 ) the employment of any individual at an annual salary which equals, or which may reasonably be expected to equal {$75000.00}, or more. ( c ) Running of reporting period. ( 1 ) In general. The 7-year period referred to in paragraphs ( 4 ) and ( 6 ) ** of subsection ( a ) shall begin, with respect to any delinquent account that is placed for collection ( internally or by referral to a third party, whichever is earlier ), charged to profit and loss, or subjected to any similar action, upon the expiration of the 180-day period beginning on the date of the commencement of the delinquency which immediately preceded the collection activity, charge to profit and loss, or similar action. Accordingly, PHH must give the credit bureaus the proper account payment history, and apply the rules of the subscriber agreement they agreed to with all pertinent credit reporting agencies. This account must be deleted immediately. It has been re-aged and must be deleted permanently. Thank you for your cooperating in this matter. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32257
Submitted Via: Web
Date Sent: 2021-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A