Date Received: 2021-07-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have a mortgage with PHH Mortgage. I went on forbearance due to covid hardship in XX/XX/XXXX. Every 3 months they contacted me to see if I wanted to remain on forbearance or resume my payments. I kept explaining to them that I wanted to apply for modification to move the payments I missed onto the back end of my loan. They repeatedly told me that the account was still under review and that I should remain on forbearance until they reached a decision. Despite being on forbearance, I resumed making regular payment on XX/XX/XXXX. XX/XX/XXXX I received a call that I had been approved for modification and the back payments would be moved to the end of my loan. They kept saying that they were giving me a " fresh start ''. On XX/XX/XXXX I checked my credit scores and noticed that one had dropped 168 points! I was shocked. PHH had reported me over 180 days past due. I called to see what had happened. I was under the impression that none of this was supposed to adversely impact my credit. Their story is that I was removed from forbearance on XX/XX/XXXX so that they could do the modification. In the short time between my removal from forbearance and acceptance of the modification, they reported that I was late from XX/XX/XXXX until XX/XX/XXXX. I don't know why I was removed from forbearance before I had accepted their offer of modification. I requested the modification but wasn't even formally offered it until XX/XX/XXXX. I absolutely do not understand why they felt it necessary to report me delinquent when they knew I was receiving a modification and they would be made whole in a matter of days. If I had known my credit was going to be destroyed I would have chosen a different course of action. I have almost 400 on time payments on my credit report, and now because of this I also have 1 extremely late payment. That 1 payment dropped my score 168 points.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08053
Submitted Via: Web
Date Sent: 2021-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During COVID, my uncle fell ill and has since been moved to a facility to assist with his medical needs. During his XXXX XXXXXXXX, the family was not aware of the situation concerning the mortgage of the home that he was living in. The home that he resides in is Estate property that he has been managing since the death of my grandmother ( 5years ago ). We became aware of the default on the mortgage after he went to the facility when I read the foreclosure and notice of sell in the local paper. We immediately started attempting to contact the Attorney listed on the notice who said " anyone could pay the bill '', but no one could guarantee that this would stop the pending sale. We have tried to call the bank, but they continue to tell us that only the " authorized '' person on the account could speak with them. This caused confusion because the account is assigned to the " Estate of the deceased ''. The bank wouldn't tell us who the " authorized '' person on the account is and continues to stonewall phone calls to handle the matter of the mortgage. After we called the attorney, they said the sale was delayed due to the COVID moratorium and would be rescheduled for XX/XX/XXXX. We have tried every option to communicate with the bank and the attorney to settle the account, but have been denied any level of details about the mortgage. Their only interest is in selling the home that has been in our family for years instead of working with the family to prevent the sale to an outsider. We are willing to settle the balance, but no one ( the bank or attorney ) will talk to us about the balance details. PHH Mortgage and XXXX XXXX XXXX are trying to steal the home away from us during the pandemic without offering any options to help my XXXX uncle or family prevent the sell. The penalties, interest and fees continue to accumulate to benefit no one but the mortgage company and the attorney 's office. There was only a very small balance remaining, but now the attorney and bank fees have almost doubled the amount of payoff. This should be illegal and unethical. We have been attempting to get details concerning the account for the past 2+ months with no success. The bank has just been delaying speaking to us until the end of the COVID moratorium and now we have only days before they try to sell the home. If we could get more information about the payoff balance then we would be able to move forward, but at this point we don't know the status of the insurance, taxes, mortgage balance, etc. so it's difficult to work with a bank whose only goal is to sell the home and not work with the family/homeowners.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27549
Submitted Via: Web
Date Sent: 2021-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My parents passed recently and I am the executor of record with XXXX XXXX County through probate. There is a mortgage recorded XX/XX/1996 that no satisfaction of mortgage was filed for yet for a mortgage with the same bank, XXXX XXXX, that has folded, Ocwen filed a release for. There have been numerous mortgages after the fact but because we can not get the SMO for the 1996 mortgage, we are unable to sell the home as title will not clear. Ocwen requests proof of payment from me for a mortgage of over 24 years when the house has been emptied for 5 months.
Company Response:
State: FL
Zip: 33321
Submitted Via: Web
Date Sent: 2021-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, I made my regularly scheduled mortgage payment via phone to XXXX XXXX ( the current mortgage servicer at the time ). I received a payment confirmation number of XXXX for my payment of {$1700.00} at that time. As of XX/XX/2021, servicing of my mortgage was transferred to PHH Mortgage. I was assured at the time that there was a 60 day " grace period '' where I would not incur any late fees, penalties, collection calls, or negative marks against my credit, and that my previous mortgage servicer ( XXXX XXXX ) would transfer any payments collected over to the new mortgage servicer ( PHH Mortgage ). I tired to contact XXXX XXXX ( the old servicer ) multiple times on XX/XX/2021 and XX/XX/2021 but was only able to get to their automated system - no real humans were apparently available to talk. I followed up by contacting PHH Mortgage ( the new servicer ) on XX/XX/2021 at XXXX XXXX and discussed the matter with one of their representatives. This is when/where I was assured that there would be no issues with the XX/XX/2021 payment being transferred to the new servicer, as mentioned above. I was told it may take 1-2 weeks for the payment transfer to occur, but there was nothing further I needed to do about it. Today ( XX/XX/2021 ) at XXXX XXXX, while at work, I received a collection call from the new loan servicer ( PHH Mortgage ). They informed me that they were calling to inquire about my past-due outstanding balance on my account ( the XX/XX/2021 payment made to the old servicer as outlined above ). I recapped all of the above information with the PHH Mortgage representative that called. They advised that they would notate my account with that info. The next issue coming from all of this is that I now can not properly make my XX/XX/2021 mortgage payment through the PHH Mortgage system, because they are currently showing my account as " past due '' with a total balance of {$3400.00} due for XXXX. PHH Mortgage informed me that if I try to make my regularly scheduled payment of {$1700.00} they would count it as a " partial payment '' towards the {$3400.00} they show as being due, and that I would actually need to pay the full amount shown in their system to be considered current. This is in direct conflict with the information provided by the PHH Mortgage representative that I spoke with on XX/XX/2021. I am not a person who pays their mortgage payment late. I am always on time - typically early. I need XXXX Lending to forward my XX/XX/2021 payment to PHH Mortgage immediately, and for PHH Mortgage to correct their issue in this matter, and allow me to make my XX/XX/2021 payment as normal. The XX/XX/2021 payment is an issue between PHH Mortgage and XXXX XXXX that I have no control over. I expect to receive NO ADDITIONAL COLLECTIONS CALLS from either mortgage servicer on this matter. Perhaps PHH Mortgage should be making their collection calls to XXXX XXXX instead ....? I appreciate your help with this matter. Please feel free to contact me should you need additional information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29414
Submitted Via: Web
Date Sent: 2021-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have filed complaints with you from XX/XX/XXXX # XXXX to the present XXXX, XXXX, XXXX, ( letter dated XXXX XXXX which was provided to you by lender. Lender perjured themselves for over 10 years in escrow overcharge, which they finally admitted XX/XX/XXXX letter in above claims that they only paid XXXX for escrow, penalty XXXX not the XXXX they lied about for 10 years We were overcharged XXXX for escrow in our XXXX modification which has accrued interest on for over 10 years.they credited payment of XXXX 3 years later, but they did not adjust the overcharges on our modification. Also they did not credit to us the XXXX in fees ever back to us or off the mod. Cost, They did not service us for 14 months from XX/XX/XXXX until XX/XX/XXXX which accrued over XXXX in late fees, they violated every act possible.
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My complaint is with PHH MORTGAGE. I have been trying to get a modification completed with this company for 3 1/2 months!!! XXXX mid XXXX XXXX They have done nothing but delay week after week, asking for yet another document or verification. The letters they send XXXX from XXXX XXXX XXXX state I can always get a hold of my relationship manager XXXX XXXX, whom I have never ever spoke or heard from. The calls go to another country which is just a call center that PHH MORTGAGE has. If I ask, " ok do you have all the documents now? the answer is yes ... call back Friday. When I call back on Friday I am told oh now we need ... ..another item ... and the weeks keep just rolling by causing undo stress and pressure. They continually will ask for ONE document every week such as a Letter of Explanation, a verification of a tenant that is XXXX XXXX and is he the same as XXXX XXXX? They should be put out of business for their tactics. **Time is of the essence as my mortgage payment is about to escalate to almost $ XXXX/mth ( currently I am paying almost {$3200.00} ) as of XX/XX/2021. I can not maintain that amount. I am in good standing with my current loan, never been late. I have a full time federal job, another part time job and 3 tenants that contribute rental income. There is absolutely no reason for this modification to not be completed. I contacted XXXX and there are countless complaints against this company for doing exactly what I am going through. Since contacting XXXX ( which XX/XX/XXXX XXXX stated they had submitted my complaint to them ) I have not been able to reach a live person with PHH, the calls are transferred to a voicemail of someone called XXXX who will call back within 24 hours ... and NEVER has. The last request was for a " financial statement '' which was already included in their RMA ( Request for Mortgage Assistance ) the week before. I have raised my XXXX children in this home and have poured blood, sweat and tears into this place we call HOME. I do not want to lose my home, please help me.
Company Response:
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2021-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Phh mortgage/Ocwen/Homeq had to hide charging us late fees somehow. So they put a fake account number on our credit report. We never paid late and never wrote a check. I will attach my credit report showing the fake account number and NEVER LATE. But do they charge fake late fees? Yes! Look at the credit report showing never late but thousands of dollars in late fees. They need to be behind bars. Also, I will attach my deed that shows you I do not have a day during the month that payments are due. I also do not have a NSF fee or policy. So they illegally charged me thousands and thousands of late fees and NSF fees when I have never written a check to them ever. I have asked for the proof of these NSF checks that we were charged thousands for and no one will respond. Because they are fake fake fake. We were charged fee after fee after fee illegally. It is on this website if you are going to enforce it then you must prove it. I have waited for 2 months for these so-called nsf checks and they do not respond. I am filing for identity theft against them for the credit report. Now they are retaliating against us and stating we have to pay them XXXX more a month. They don't say why just put on the front of the screen you owe us XXXX more a month starting XXXX. I am filing retaliation as well. Can someone on here please help us? They are scam artists. Look at this credit report with their fake account number. Our account number is XXXX. It has been that number for 15 years! Look at the XXXX. Such a scam! Do you see any late payments? Look at my statements and there are thousands of them. We can do this all day long but I am right and they are wrong. You do not steal from people. It is wrong people. We didn't deserve it. You made us lose faith in humanity the way you callously steal and think it's okay. Its not!!!! HOMEQ SERVICING XXXX XXXX XXXX XXXX, CA XXXX Account Number : XXXX Current Status : PAYS AS AGREED Account Owner : Individual Account. High Credit : {$93000.00} Type of Account A mortgage account is real estate loan. : Mortgage Credit Limit : {$0.00} Term Duration : 30 Years Terms Frequency : Monthly ( due every month ) Date Opened : XX/XX/XXXX Balance : {$91000.00} Date Reported : XX/XX/XXXX Amount Past Due : {$0.00} Date of Last Payment : XX/XX/XXXX Actual Payment Amount : {$0.00} Scheduled Payment Amount : {$1700.00} Date of Last Activity : XX/XX/XXXX Date Major Delinquency First Reported : Months Reviewed : 10 Creditor Classification : Activity Description : n/a Charge Off Amount : {$0.00} Deferred Payment Start Date : Balloon Payment Amount : {$0.00} Balloon Payment Date : Date Closed : Type of Loan : Conventional RE Mortgage Comments : XXXXMonth Payment History
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77546
Submitted Via: Web
Date Sent: 2021-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Your Loan Started XX/XX/XXXX Your Loan Ends XX/XX/XXXX Remaining Payments 90 Prepaid Principal {$16000.00} Prior Yr Principal Paid {$11000.00} Prior Yr Interest Paid {$1200.00} Suspense Balance They refuse to put the prepaid amount towards our principal. They have it in a suspense account. I can not quit crying. Now they have on our statement they will not accept payment unless we pay them in full. They sent our loan over to investors that placed it online. We have never missed a payment and prepaid them XXXX. They are trying to take our home from us. Thousands and thousands of fake fees. I want charges pressed immediately for the XXXX, their license revoked, my lien released, and XXXX in suffering. I can not sleep, I can not eat, and have been put on XXXX XXXX medicine. They have taken all our money and now they are trying to take our home. I reported them to the Attorney Generals office, XXXX, and others. We have had enough and want them to be held responsible. Shut them down, please. They have committed identity fraud. We are in our XXXX and have paid them every month. We dont deserve this. If they dont put the prepaid towards our principal I am filing theft. I can not take much more.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77546
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: during the pandemic nothing is open. i submitted my homeowners property tax ( HTC ) credit application during XXXX. i never received my tax bill with all the mail issues. when i checked up on it i was told i received {$2300.00} credit toward my property tax which is escrowed for. i immediately contacted PHH to discuss how this is handled since my payment never reduced. no one can answer me. my mortgage was originally with ocwen and they handled the htc seamlessly. phh is a subsidiary of ocwen so i figured they knew how to do this too. they are quick to " advance '' money ( loans that extend my mortgage balance ) but have no idea how to apply a tax credit. " XXXX code XXXX '' continues to call me and let me know that they are working on it. this is not good enough. i am low income during a pandemic, small business with ALOT OF MONETARY ISSUES AT THIS TIME. this credit would have benefitted my family when it was awarded in XXXX. i have already filed my property tax credit application for this year. i have demanded that an escrow specialist contact me to discuss how phh handles this but XXXX is the only one that calls. I DEMAND TO KNOW WHERE MY MONEY IS AND HOW THEY INTEND TO HANDLE THIS. here i sit with an XXXX year old dependent living with me, self employed in a pandemic situation. even my federal refund has not been received. i need help and i need it now. 2 docs attached - tax record from XXXX county maryland outlining my credit and the email i sent with the same attachment to phh dated XX/XX/2021 because i got tired of calling and decided to document this. please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21771
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Every month I sent in two money orders for some reason PHH Mortgage do not record but one money order they put the other total in suspense, I have proof of the money orders every month for some reason they do not count but one money order, this has been going on for years, they put me in foreclosure two years ago because of the same thing they're doing, every month they say that I am missing one money order. The money orders goes to suspension they will not pull it down though it is the total of my monthly payment I need help thank you XXXXXXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 49037
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A