Date Received: 2021-08-02
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: Me and my family members continue to receive phone calls from GMAC saying that they are going to move " move foward with my case as a refusal and paper work will be filed '' and to call the case manager at XXXX. This continues to happen after several complaints have been filed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75002
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am reaching out the CFPB for help in dealing with my mortgage servicing company, PHH Mortgage. I had reached out to PHH Mortgage back in XXXX of XXXX requesting a forbearance on my loan due to having a Covid19 related hardship after my employment was shut down through XXXX at least. PHH Mortgage stated my loan did not qualify for a forbearance. On XX/XX/XXXX, I received a letter from XXXX, XXXX XXXX XXXX advising my loan was referred to foreclosure. I contacted PHH Mortgage again explaining Covid-19 related hardship and I was told there are no options because my loan was referred to foreclosure. I submitted a modification request in XX/XX/XXXX as I was back to work and able to resume making payments however, the request was denied XX/XX/XXXX. I do not understand why the bank will not help me or why forbearance was not an option. Like so many people here in New York as well as throughout the county was not given an option to work from home during the pandemic shut down. I did not receive any pay for six months from XX/XX/XXXX through XX/XX/XXXX. Now, my only option here is to reinstate the arrears owed that I can not afford which I am sure now includes foreclosure costs or lose my home to foreclosure?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11803
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: PHH MORTGAGE you keep claiming that your sending my escrow refund check but you are SENDING IT TO THE WRONG ADDRESS. I DO NOT LIVE THERE. I have provided my current address to you on my previous 5 complaints and you have not responded. You overnighted my check to THE WRONG ADDRESS. Its evident PHH MORTGAGE has my current address because you keep sending letters to my current address.. I have it attached. PHH MORTGAGE you have failed to provide my with my refund since XX/XX/XXXX after I have provided you with my current address numerous times. Therefore, effective today XX/XX/XXXX, PHH MORTGAGE will be charged a late fee of {$35.00} monthly until I have received my check. Once again, I have attached my current address.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23236
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My school district tax payment is due for a discount on XX/XX/31. I did not receive any information from PHH Mortgage about this payment, so I assumed that they received the tax bill. I assumed as much because, in XXXX, I was notified by them that they did not receive the XXXX XXXX tax bill that was due at a discount on XX/XX/31. I have had other issues with them in the past, so I contacted them on Friday, XX/XX/XXXX. They informed me then that they did not receive the tax bill. When asked why I wasn't notified, they could not provide an answer. I'm actively trying to obtain a copy of the tax bill and forward it for payment, but they haven't provided sufficient lead time, and I am concerned that they will not be able to pay it at the discount.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX PHH Mortgage became the servicer of my home loan. It seems as if my loan is still being serviced by Ocwen Loan Servicing. Both servicing companies are responding in the exact same manner. I thought when PHH Mortgage services began I could possibly get a modification because they offered that as an option to get caught up on my loan. They gave me notice that the investor did not allow modifications, XXXX XXXX. I was well aware of the the investor guidelines with Ocwen Loan Servicing, however, I thought they had different guidelines. Why would you offer something that you know you could not accomplish. Why would you get a customers hope up if you knew the end result would be a denial. I explained this to them and they said they were following CFPB guidlines. I told them that within the guidelines, you have to incorporate common sense. If you can not offer a modification, then offer a short sale or deed in lieu. I have been cooperating with PHH by reaching out to my relationship manager and providing loss mitigation applications. PHH wasted time hovering over a modification application that they knew they could not approve instead of offering a short sale application. I requested a short sale opportunity when I called them on XX/XX/XXXX. The representative notified me that the modification application was denied. She told me that I could not apply for a short sale until I personally received the turn down letter from the modification. I explained to her that it did not make sense because you offered something that you could not offer. In essence, PHH has not helped me at all regarding CFPB guidlines or any other federal guidelines. PHH did not exhaust every opportunity to assist me. I did not know my home had a foreclosure sale date until XX/XX/XXXX. I was calling asking for assistance when the representative casually said my sale date is XX/XX/XXXX.. I was taken back because I have been asking for a short sale and I was continuously denied. I was sent an email indicating that if I were to send in a loss mitigation package for short sale, it could not be reviewed because of the lack of time. I sent a loss mitigation package by fax on XX/XX/XXXX and they indicated they are reviewing it but I don't know what to believe anymore. In the mediation hearing the company representative for Ocwen Loan Servicing announced that they purchase so many loans, they don't have the time read all the guidelines. I was never contacted by PHH or their attorneys prior to the foreclosure sale date. I just don't understand how, in the Greatest country in the world a person can by a hom e and never be able to modify the interest rate or get away from a predator like Ocwen.Mortgage Servicing Company. My initial loan began with XXXX XXXX XXXX XXXX which allowed modifications and my loan was transferred to Saxon, Ocwen and now PHH. All three servicers are working for XXXX XXXX. My interest rate on my home loan is 10 % in XXXX. This is a predatory loan and I thought The Dodd - Frank Reform bill was enacted to help homeowners like me. How can one investor from XXXX ruin my American Dream and constantly keep flipping my loans to service rs that manage their loans. I hope someone can help me regarding this situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21216
Submitted Via: Web
Date Sent: 2021-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, XXXX XXXX XXXX ( via servicing arm XXXX ) transferred servicing of my loan to PHH Mortgage, formerly known as Ocwen. I received a notice of servicing transfer from XXXX. I received no such notice from PHH. The effective date of servicing transfer is today, XX/XX/XXXX. I called PHH on XX/XX/XXXX to make sure that they were in receipt of my loan, and that my mortgage clause would be changed on my homeowners insurance binder. The agent on the phone went to " check with their insurance department '' and promptly hung up the phone. I decided that this was no big deal, I would wait until XXXX to make sure things went smoothly with the transfer. I left a message with my insurer, XXXX, asking whether they were aware of a servicing transfer. I never received a call back. I attempted to call PHH again on Friday, XX/XX/XXXX during their stated business hours. However, when I went through the automated phone system, the line disconnected. Nobody answered my call no matter how many times I tried to call them. It is now XXXX. I have not received the notice of servicing transfer from PHH, only from XXXX. When I attempt to create an account to make a payment with PHH, I am unable to do so, and the website/app are telling me they are " unable to find your loan. '' I am entitled to pay PHH beginning today, but I have no way to view my mortgage account. I can not call them on a weekend, since they have closed their call centers. The PHH automated phone system does not give me any information about any loan they are holding, despite the fact that they are my servicer beginning today. Additionally, I have learned that I will need to pay a fee to make ACH payments. I view this as an unreasonable fee and an undisclosed interest payment. This is unacceptable. The CFPB needs to do something about this immediately. PHH seems more interested in letting payments go into default than letting us pay down our debt. I am missing the transfer of servicing notice from PHH, which is my main concern. My secondary concern is that there is no way to pay them without sending a check for an account that, according to their system, is not active on the effective date of servicing transfer. If I were to send a check, how would they post it to my account if they have no records of being the servicer? Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14609
Submitted Via: Web
Date Sent: 2021-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We bought the home in XXXX and paid our own taxes and insurance In XXXX Ocwen tried to foreclose on us for missed payments. However, we did not miss a payment. Ocwen was stealing half of our payments and claiming they paid our taxes and insurance from XXXX. We paid them out of our pocket and have receipts. So when they took half of our payments for fraudulent escrow taxes and insurance it set us up for foreclosure. XXXX was taken from our account between XXXX in fake escrow. Let me explain. I will attach our old spreadsheets from XXXX and the forged ones we just got in XXXX. Here are the dates where they tried replacing all the money stolen. Ready for this? They put all of these fake numbers showing refunded escrow trying to hide the theft. They made us foreclose and we had to pay the attornies XXXX and XXXX for modification. Look at the attachments of all these fake escrow repayments. Then they would charge a fake returned check to them to balance it out. It's evil to the core. XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX All of these are fake numbers to hide the theft. I assure you! I want the world to read this. I have complained over and over and over. They have destroyed my mental state of mind. Every time I look at these forged spreadsheets I find more deceit. They almost took our home with their greed and now they are threatening to take it again with their greed. We cant take anymore. Someone, please help us. When we did have escrow Ocwen wouldn't pay the insurance on time so it would cancel. Then we got charged hazard insurance. Its all a sick twisted game to them. Look at the emails from the insurance agents. They hate Ocwen. Everyone does. Phh is just their scapegoat and a 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: 2021-08-01
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: XXXX XXXX was taken out of our account illegally by Ocwen/Phh mortgage for the escrow account. We paid our taxes and insurance until late XXXX. We did not have an escrow for XXXX or XXXX. They now have fraudulently tried to paste the numbers in forged spreadsheets sent to me on XX/XX/XXXX. They have pasted numbers in different years trying to hide the deception. Just follow what I am showing you with the attachments. It's unreal. Here are the amounts they have stolen and now have committed fraud by covering it up. They sent me forged spreadsheets that do not match my past escrow documents. The fraud is so horrible I can not believe they did this. This over XXXX they have forged numbers in our escrow account. It all shows they repaid it then they subtracted it back out. It's disgusting. How is the government not shutting them down? This is our freaking mortgage they are destroying. I have complained over and over and nothing is being done to them. I had to sign a modification because they stole all our money from escrow. Okay, I am crying now. Then they charged us over XXXX in XXXX extra for the modification due to them stealing all the funds and making us delinquent. It's sick. They tried foreclosing on us in XXXX and the entire time they were taking money from us. We had to pay more than XXXX to stop the foreclosure. On XX/XX/XXXX they tried forclosing when we had paid all our payments. They were charging escrow when we didn't have one to foreclose us. It's criminal and I am just so upset about what they have put me through. I want help, please. LOOK AT ALL THE FAKE PASTED NUMBERS! Look at the 2 spreadsheets and you tell me how bad they steal. They charged me for insurance and taxes when I paid them! If they would not have stolen from us we would not have gone into foreclosure and had to pay XXXX for attorney plus XXXX for modification. I want it all refunded now. I want every fake NSF fee, late fee, long-form fee, breach letter fee, corp advancement fee, and all other stupid fake fees returned. XXXX. XX/XX/XXXX XXXX XXXX. XX/XX/XXXX XXXX XXXX. XX/XX/XXXX XXXX XXXX. XX/XX/XXXX XXXX XXXX. XX/XX/XXXX XXXX XXXX. XX/XX/XXXX XXXX XXXX. XX/XX/XXXX XXXX XXXX. XX/XX/XXXX XXXX XXXX. XX/XX/XXXX XXXX XXXX. XX/XX/XXXX XXXX XXXX. XX/XX/XXXX XXXX XXXX. XX/XX/XXXX XXXX XXXX. XX/XX/XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77546
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Yea yeah, hackers don't exist. All in my head. Look, can you just tell them I need control of my textfree numbers XXXX & XXXX back immediately. Those are not my email addresses you seel linked to them in pics. They keep doing this. I spend so much time having to always change passwords on diff accounts and trying to remember but resetting them when I don't, it constantly takes away time I could use to do more productive things, like seure and retain employment. Nothing more to say other than to stop getting into my accounts already!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78223
Submitted Via: Web
Date Sent: 2021-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I did not receive my overage escrow check in the amount of {$900.00} that you said you sent XXXX on XX/XX/XXXX. I sold that property at that address in XX/XX/2019. I have not lived there for two years!. I have repeatedly provided my current address to PHH mortgage. Why are you not acknowledging my current address! My current address is attached. PHH mortgage look at the attachment that is my current address. Overnight my escrow check to my current address. This is my 4th complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23236
Submitted Via: Web
Date Sent: 2021-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A