Date Received: 2021-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Again, please provide me with the " exact '' information I am requesting! I need an itemized financial breakdown of each forbearance plan I was placed on. Plan # 1 {$13000.00}, Plan # 2 {$14000.00}, Plan # 3 {$3800.00}, Plan # 4 {$12000.00}, Plan # 5 {$8800.00}, Plan # 6 {$8400.00}.
Company Response:
State: MO
Zip: 64114
Submitted Via: Web
Date Sent: 2021-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I emailed PHH asking why I received a delinquency notice. On XXXX they advised {$460.00} was paid in XXXX of XXXX. On XX/XX/XXXX I sent them a photo via email showing that {$5300.00} was due and the amount they paid was not sufficient. On XX/XX/XXXX they advised the bill is a supplement tax and is my responsibility. I have not added any square footage to the house or a pool so I do not see how that is the case. Each week they keep saying they need more time to resolve. Now I am getting penalty fees from the county. Two months and nothing has been resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90650
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH Mortgage via their representative are stating multiple different things while charging for insurance they've admitted to the CFPB isn't necessary, but lied about the date the policies were cancelled. Attached is documentation showing that they've been supplied the insurance documents prior to the commencement of the TPP and failed to update the information in their system despite claiming to " review '' the matter. It took me personally uploading it on a third-party website, which evidence is attached, to show that I had insurance going back nearly a year ago - and have never been without insurance. In fact, as the information shows, they had MULTIPLE policies on my property. On XX/XX/XXXX they stated " The breakdown of the trial payment is Principal and Interest : {$2100.00} and Escrow : XXXX. The account will be escrowed for the taxes and insurance both even you pay your own taxes and insurance per investor guidelines. If you would like to send a copy of your homeowners insurance policy to us to ensure that we have the correct policy on file you can. If the trial plan is successful and a permanent modification is entered into, the foreclosure judgment will be vacated and the foreclosure dismissed. '' As they indicated - they are stating that the investor is requiring forced place insurance. They claimed they sent the policy to be updated - they did not. As the attached images show - it was in fact NOT cancelled and was active throughout the month and doesn't " cancel '' until XX/XX/2021. They also are violating my religious tax exemption. My XXXX, XXXX XXXX, reached an agreement with the Treasurer in XX/XX/2021, which is shown by release of tax liens and debt. All parties for PHH, including counsel, are acting in bad faith. PHH own website shows the payment listed as {$3100.00} - another different amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43065
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Please look at my both of XXXX XXXX Mortgages. They are not showing payment history for the past 8 years. I successfully received a BK discharge in XX/XX/2014. The creditor has never taken my mortgages out of bankruptcy ; therefore I have gone 8 years with no positive payment history on either mortgage. This has significantly cased me to have problems as a consumer when I should be in this situation. XXXX XXXX XXXX servicing is threatening foreclosure it is an old HELOC on my primary residence that I want to refinance and payoff but I can not because it still shows me in bankruptcy chapter XXXX. However, I am 8 years discharged. XXXX is ONLY offering me a modification but this further denigrates by ability to recover ; it is simply not ok or just. PLEASE HELP!!!!
Company Response:
State: CA
Zip: 94903
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I am filing this complaint because the company PHH/Ocwen loan servicing has been falsely reporting on my credit report. We entered into a modification agreement a year ago. Since then PHH/Ocwen has continued to report that we are 120+ days behind on our mortgage. I also, started preparing for a loan under my company that I own. When my financial consultant noticed Ocwen flagged my credit report for deed in lieu. Which is basically stating we lost our home or was about to under foreclosure. This never happened. We worked out the modification and have never missed a payment since. I have contacted the company to have the remove this information. PHH/Ocwen did the research and said in a letter they did not do this and if I had evidence supporting my claim ; to forward it to them. I did so through certified letter. I reached out after 35 days later after no response. PHH/Ocwens customer service people advised they did not see anything in the system receiving it or correspondence further than the original denial letter regarding the Deed in lieu false reporting. This is hurting my personal credit and hurting my business from moving forward. I would just like to have this corrected immediately. This just appears that they are attempting to keep customers held to them because my destroying their credit they can no longer go any where else. I have tried to fix this issue with experian credit reporting. However, PHH/Ocwen says they did nothing wrong and experian goes along with them. Denying my claim and failing to fix the issue.
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2021-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called PHH mortgage today at XXXX CST by dialing XXXX. I was routed to an individual in the insurance department. She answered my questions regarding an escrow balance which she answered just fine. A couple of minutes after I hung up the phone, I received a call back from her. I immediately recognized her voice. She said that she was calling from the PHH insurance department, asked to verify my address and last four digits of my social, which I provided. As soon as I had done that, she hung up. This struck me as odd. The call disconnected right after I provided personal info. I tried calling her back at the same number she called me from ( XXXX ) and it turned out that the number is not functional. I googled that number and it seems that phone number is associated with an identity theft ring. I am concerned that a PHH employee is utilizing firm resources to gain access to clients ' info. I am concerned that my information was just compromised. I would like for someone at PHH to pull my call, research this situation, and get back to me ASAP with a resolution. I called PHH twice and asked to speak to a supervisor. On both occasions, my call was disconnected after a long wait. Im concerned that PHH has weak controls and is not concerned with protecting my personal info.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60714
Submitted Via: Web
Date Sent: 2021-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: To : PHH Mortgage Services XXXX XXXX XXXX XXXX NJ XXXX Subject : Notice of Error From : XXXX XXXX Account Number XXXX XXXX To Whom It May Concern, I am a XXXX XXXX veteran. I have tried unsuccessfully to get a hold of a mortgage service. Customer relations manager and home retention department state, I can only submit a complaint to notice of error. My mortgage was in a COVID Forbearance period. Following this, the loan modification presented to me by representative XXXX, agent ID ( XXXX ) did not follow the current VA law and guidelines. PHH raised my interest rate 0.5 % and forced me to pay back all the forbearance money owed immediately. This does not follow the current law which states : The VA partial claim program involves the mortgage servicer making a claim on the VA for a portion of the outstanding mortgage balancein this case the portion equal to the forborne payments. The borrower then owes the partial claim amount to the VA at 0 % interest and only due at the end of the mortgage loan. There are no monthly payments required from the borrower to the VA for repayment of the partial claim. After the VA pays the partial claim, borrowers restart their pre-hardship mortgage payments to the mortgage servicer with the same monthly payment as before the forbearance. The partial claim program is available for VA-guaranteed borrowers who are exiting COVID-19 forbearance plans and who were current or less than thirty days past due as of XX/XX/XXXX. Borrowers must indicate to the mortgage servicer that they can resume their former monthly payment. The partial claim loan can not exceed 30 % of the loans unpaid principal balance. The VA issued a final rule setting out a partial claim program that, effective XX/XX/XXXX, allows homeowners to resume their new regular monthly mortgage payments without first having to pay the past mortgage payments that were forborne under the COVID-19 program. See 86 Fed. Reg. 28,692 ( XX/XX/XXXX ). In addition, the best option according to federal law is the VA Disaster extended modification. According to the VA servicer handbook XXXX, XXXX XXXX XXXX XXXX ( Disaster Extend Modification ) and in accordance with 38 C.F.R. 36.4315. This state, The rate must not exceed the borrowers current interest rate. The loan can be extended by the equal number of months the loan is delinquent due to the disaster. The limit of the term extension is 12-months without prior approval from VA. Servicer waives the delinquent interest. In addition to this an exception is granted for the following requirements in 38 C.F.R. 36.4315. ( a ). 38 C.F.R. 36.4315 ( a ) ( 4 ) : At least 12 monthly payments have been paid since the closing date of the loan. Taking all of these factors into consideration. I tried to reject the current offer and need a mortgage servicer to contact me directly. It appears, based on fact, following the current law with my mortgage loan, my loan shall go in accordance with federal law and the VA Disaster Extended Modification. The loan shall be extended 12 months, interest shall be forgiven, interest rate must not exceed current borrowers interest rate ( 2.75 % ). In conclusion, I was told, no mortgage servicer will call me or provide any contact information. XXXX ( PHH ) is not following the current law ; they should be held accountable for their actions. I request my loan be modified in accordance with the current law. I also request a full audit for PHH. If the company is doing this to me, there must be doing this to countless other XXXX veterans. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77546
Submitted Via: Web
Date Sent: 2021-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my property in 2005 at the cost of {$130000.00}. Since then, I have been having modifications with the servicer. Since ever, my loan balance stood on {$120000.00} after all these years. When I confronted them, I was told that by balance increased due to surcharges, late payments, litigation fees, modifications fees, inspection fees and others. I asked them why did they include all as my loan balance and continue charging interests on the balance. They failed to answer this questions. I know, that the period of modifications should be treated with caution and other late payments. I asked them to consider removing other surcharges during the time of renovating the property. Please I want my loan account to be reviewed professionally. PHH mortgage servicing is my mortgage from OCWEN. I am confused and saddened over the balance I see on my mortgage after 16 years. Please help me on how to reduce my loan balance. Yes, I bought the house at the cost of {$130000.00} plus {$20000.00} down payment, but the down payment didn't reflect on my mortgage balance. It could have been {$110000.00}. But the second XXXX is being paid {$20000.00}. I was scammed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48917
Submitted Via: Web
Date Sent: 2021-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good evening, My wife and I were on a forbearance program when PHH Mortgage services bought our loan. The information was not transferred correctly so they came after us. After they found out everything was already in the process, they placed us on their forbearance plan. When it was time to pay the mortgage again. They wouldn't allow us to do so unless we mailed in a cashier 's check. We have no way of monitoring our payments. I have been on the phone with them and have had to start recording our conversations because they are telling me that there is a lien on the property but there's not. I have the paperwork to prove it but they won't take it and they don't care. They refused to listen to what my wife and I had to say. They keep telling me that their system will not allow me to make a payment online or with a debit card. They have been sending me letters in the mail about being behind and in default and each time I call they just tell me that it's an automated system and that my account is in good standing. This doesn't make sense to me and I'm worried that they're taking my money and then going to take my house. I have saved the receipts from when I have sent them money but when I called the rep told me that I was 10 payments behind, their paperwork says the same thing. Were not though. I've heard nothing good about PHH and I'm starting to see why. They say someone is going to call and help me but nobody ever does. Lob story short, they're saying my house doesn't have a clean title. THats what title insurance is for so if there was an issue, I am protected and they should allow me to operate in a normal manner. Not to mention, this is the second company to own my mortgage and we had zero issues with the first company.
Company Response:
State: TX
Zip: 762XX
Submitted Via: Web
Date Sent: 2021-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have had mortgage forbearance through the Coronavirus Aid, Relief and Economic Security ( CARES ) since XXXX as it has been extended until XX/XX/XXXX. A white envelope has mailed by the mortgage company arrived which contained Mortgage Modification documents along with other documents required to completed by the NOTARY PUBLIC OFFICER. I have taken such documents for the Notarization as directed and mailed completed documents within said due date to the mortgage company in provided stamp free envelope. The required documents has notarized and mailed twice in different dates after talking back and forth without resolving errors & delayed in process to complete Loan Modification has caused Rejection by the MORTGAGE SERVICES. I noticed on my credit report that my mortgage company is reporting monthly to the credit bureaus that my balance has increased. In addition my sons and my score dropped XXXX points. My credit reports now say my mortgage balance is over {$16000.00} more than I actually owe. I read that " As part of the Coronavirus Aid, Relief and Economic Security ( CARES ) Act, mortgage accounts in forbearance as a result of COVID-19 can not be reported negatively to the credit bureaus by lenders. Also adding incorrect information, and decreasing my credit score due to this erroneous information? One final note Our account XXXX myself & my sons ) in good standing when the forbearance began. I would like explanation on error from MORTGAGE Company on following issues as follows. 1. MISCOMMUNICATION WHILE PROVIDING INFORMATION TO COMPLETE MODIFICATION DOCUMENTS. 2. FAILED TO PROVIDE SIMPLE & CLEAR POINT TO POINT INSTRUCTIONS IN BASIC ENGLISH FOR NOTARY PUBLIC OFFICER. 3. AS CALLED TO SPEAK WITH THEM ( WHO EVER PICKUP PHONES ) UNABLE TO SPEAK CLEAR ENGLISH TO BE UNDERSTAND ). NOR UNABLE TO PROPERLY RECTIFY ISSUE BY SAYING, THE COMPUTER SYSTEM IS SLOW, THE MODULE ARE NOT FULLY LOADING ON THE COMPUTER AND APOLOGIES REPEATABLY WITH OUT LISTENING & SOLVING THE ACTUAL ISSUE. 4. ALSO WHEN EVER HAVING PHONE COMMUNICATION FIRST WORD COMES OUT OF THERE MOUTH IS DEMANDING FOR THE DUES WITH THREADING. I would like this matter to be rectify in professional manner in the COURT OF JUSTICE to teach such company a lesson by revokes their license to practice in the STATE OF TEXAS for minimum of 10 years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77090
Submitted Via: Web
Date Sent: 2021-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A