Date Received: 2021-06-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Why is this a hardship and why did you cause this? Let me explain. We knew our variable rate loan was going to change to a higher rate and knowing rates to be at historic lows, we decided to refinance this loan into a fixed rate product to lock in a great rate. Thinking that the best route to go to do this would be with the company that is currently carrying our loan, which is PHH. We applied to their refinance department and submitted all of the tax & income documents ( I'm self employed ) and after a few weeks your company oked the new loan and locked in a rate at 2.5 %. But after months of waiting and submitting more documents, we were told ( out of the blue ) that we did not qualify for the refinance loan. This was after months of us assuming that we had a loan. We have applied for a hardship resolution with them but have heard nothing back. Their decision has now put us in a very bad financial situation. We can not now find another company to refinance our loan because they wrecked our credit because of the refi being rejected. Now we are stuck with a variable rate loan that will increase as we get older. This is not good. Side note, we are current on our mortgage payments, have not missed a payment and have excellent credit rating ... .but I'm self employed and write-off a lot of my income.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93422
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested my mortgage statements that have Ocwen and Homeq were hiding from us. Phh mortgage now owns them and has to be accountable for all of their theft. When I received the statements via certified mail I almost passed out. So much money has been stolen from us that it is beyond unreal. There are fake insurance companies, fake account numbers on our credit report, fake nsf charges for returned checks ( i do not even have a check book ), fake late payments, fake escrow charges and etc. You can see where they copy and pasted payments and then deleted them. They made a HUGE mistake when XXXX payments show in XXXX. 65 percent of the statements have been altered or forged. My XXXX XXXX payments are missing and none of the escrow accounts are correct. Then they were illegally charging me XXXX dollars from our account to pay them. Its illegal. I have asked for a payoff STATEMENT 6 times and they keep sending payoff quote. I want the statement not the quote. They refuse to give it to me because of the theft. Then they went under the website and put in parentheses not actual payoff under all my statements. They just did this on Friday of last week. They know XXXX XXXX is about to hit the fan. It is unbelievable. They whited out so many numbers and then replaced them with numbers to cover the stealing. There are so many people they have defrauded but none of them is XXXX as me. They took almost XXXX out of our account several times and have it under long-form as an explanation. There are nsf charges for XXXX and late fees when we paid on the first through bill pay. We are devastated and so upset they did this. I want them prosecuted and I want to sue them. I want the deed to the home asap and I am XXXX off. They refuse to respond and I am sick of it. I meet with an attorney Friday to start the lawsuit. I have all the proof you need!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77546
Submitted Via: Web
Date Sent: 2021-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am going through a short sale of my home and I was promised a relocation assistamce amount to help me move. An investor was purchasing the property and wanted the house vacant before closing, I moved out of the property only for the investor to back out of the deal. My realtor found another investor in a week and we were under contract. As of today, PHH Motgage and XXXXXXXX XXXX have disagreed to give me the relocation assitance because the home is vacant ( at no fault of my own ). My realtor and I have spoken with countless representatives at PHH mortgage and have not been able to rectify this situation. I am XXXX XXXXXXXX XXXX and this bank ( who used to ne Ocwen ) illegally foreclosed on my home back in XXXX and had to recind the foreclosure after I caught the illegal activity done by the bank. I can go on an on about what this bank has done to me. The sole purpose of this complaint is to make consumers aware of this " so called '' investor XXXXXXXX XXXX and PHH mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33168
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I LOOKED AT MY CREDIT REPORT TODAY, AND XXXX SHOWS FROM THE MORTGAGE COMPANY, PHH MY LAST PAYMENT WAS MADE ON XX/XX/2021 WHEN IN FACT THE LAST PAYMENT OF {$1900.00} WAS MADE ON XX/XX/2021. THE DATE OF THE UPDATE ON TRANSUNION IS XX/XX/2021. PLEASE HAVE PHH UPDATE ALL CREDIT REPORTS TO REFLECT MY XXXX PAYMENT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have attempted to apply for a home loan modification since about XX/XX/2020 through PHH Mortgage Services. Their process seems deliberately designed to frustrate and deny applicants the opportunity to obtain better financial terms on their mortgage. In order to accomplish the end result of not approval modification applications, they use painfully inefficient, unresponsive and disingenuous practices that altogether demonstrate fraudulent intentions.
Company Response:
State: CT
Zip: 06106
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We direct your attention to the evidence presented at trial in 2019, a letter from Ocwen Loan Servicer, your predecessor, as a response to the defendants complaint to the Consumer Financial Protection Bureau and accepted as evidence by the court, which stated that XXXX XXXX XXXX XXXX XXXX ( XXXX ) is not and never has been the owner of defendants Mortgage and Note. Your company has no legal Standing in this matter, yet you have continued to send deceptive demand letters for payment despite numerous attempts by defendants to stop you. We are again requesting that you stop sending these letters.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 127XX
Submitted Via: Web
Date Sent: 2021-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am a victim of identity theft. The following accounts were opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90272
Submitted Via: Web
Date Sent: 2021-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My grievances are with PHH Mortgage Services and XXXX XXXX XXXX XXXX. My conventional loan is serviced by PHH Mortgage Services and is privately backed by XXXX XXXX XXXX to XXXX XXXX XXXX XXXX. Grievances are the following : ( All by Servicer and Owner ) : Miscommunication ; lack of interest ; no special programs ; restrictions ; no return calls or calls being disconnected ; misleading information ; mistrust and unfair treatment. I have been in my home since XXXX. I am being treated unfairly by PHH and XXXX. I have been in forbearance since XX/XX/XXXX because I had no other choice. I have been ready to depart from my forbearance for several months, but PHH and XXXX are not allowing me to participate in any additional programs to save my house other than forbearance, deed in lieu or short sale. PHH/XXXX will not allow me to modify since I have been given 3 lifelines in the past. The last modification on my house was over seven years ago. PHH has never modified a loan for me. I lost additional income due to the COVID virus. I was also hospitalized with COVID on XXXX XXXX and was very sick for several months. I have not been able to return to work. Communications with PHH have been broken, extremely irritating and emotional. On XXXX XXXX, XXXX, my state representative sent a letter of inquiry on my behalf to XXXX XXXX XXXX. XXXX XXXX wanted to assist, but had to forward the letter to XXXX which XXXX forwarded to PHH 's Office of Ombudsman, ( see the attached letter from the ombudsman 's office ). The letter is a replica of responses that I keep getting from my loan modification denials. The ombudsman suggested that I maintain contact with my relationship manager which I have been doing. Also, the letter suggested that before the end of my forbearance ( s ) PHH would contact me to discuss all available mortgage assistance options for repayment of the deferred payments, which may include a repayment plan, a payment deferral, or other loss mitigation options. Since then, I have been in forbearance as PHH was offering no other programs to assist me. ( I am not interested in a deed-in-lieu or short sale as I believe PHH would not honor either ). I'm ready to leave forbearance and start making my regular house payments. I've been telling this to PHH for months now, but once again, and as always, I have been told to apply for a loan modification even though PHH knows that my modification request will be denied. On XX/XX/XXXX, I contacted PHH to check on any new developments/programs that I could participate in. The representative that I was speaking to suggested that I apply for a loan modification. She spoke to her supervisor who told her to help me apply for a deferment without modification. I asked if the deferment was only allowed for government backed loans and she said she didn't know and to apply for it anyway. She helped me process the application and she informed me that it would take 10 days for a reply and I would receive a reply back via email. On XX/XX/XXXX, I had received no emails from PHH. Once again, I contacted PHH during the week of XX/XX/XXXX to check on my status of my application. The representative was not able to find any information about my application. I explained to the representative that another representative helped me apply by phone. The representative told me she would forward an email of inquiry and that it would probably take a few days for a reply. On XX/XX/XXXX, I had not heard back from PHH. So, again, I contacted PHH to check on the status of my application. The representative could not find any information about my application, so the representative placed me on hold so he could make an inquiry. After a few minutes of hold time, he came back on the line and told me that my application was not eligible at the time for a deferment without modification. I asked him what were the requirements for eligibility and he said he did not know. I asked him how did the program worked, and he said he did not know. I told him that my forbearance was ending soon and I was very worried. Once again, a loan modification was suggested. I was told to check back to see if any new developments were in place to help me save my house. I had no choice but to accept forbearance. On XX/XX/XXXX, I contacted PHH to check on any new developments. Nothing! I was told to apply for a loan modification, again. The representative offered me an appointment to speak to my new relationship manager. An appointment for XX/XX/XXXX at XXXX XXXX was set up. I received an email from PHH confirming my appointment for XX/XX/XXXX at XXXX XXXX. I made no changes to the appointment as I wanted to speak to the relationship manager. On XX/XX/XXXX, the relationship manager failed to keep the appointment! On XX/XX/XXXX, around XXXX XXXX., I received a call from PHH, but the call was not connected when I answered. I since then learned that PHHs phones were down on XX/XX/XXXX and that is the reason the relationship manager did not call. However, there was no excuse for the missed call on XX/XX/XXXX. The relationship manager did not try to call back. I recently missed another call from the relationship department, but no voicemail was left. On XX/XX/XXXX, I returned PHHs phone call. I asked about the deferred payment without modification and was told that program did not exist. I was told in XXXX to apply for the same program. Miscommunication is one of PHHs most annoying problems. My forbearance ends on XX/XX/XXXX. Time is running out for me. This is unfair! I have been diligent in staying in contact with PHH. PHH is offering no other assistance. The phone calls are maddening, frustrating and emotional. My stress level is beyond relief! I have been in contact with a HUD counselor who suggested that I contact the CFPB for assistance. I also have spoken to an attorney about the treatment that I have been receiving and the attorney told me that PHH and XXXX have the worse reputations. There is a possibility that I could tie my account up in court for a few years, but I do not want to do this. I do not want to file for a Chapter XXXX as it is too expensive for me. I am under a doctor 's care for XXXX XXXX suffering from this horrible XXXX pandemic, and the XXXX associated with my home and PHH/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78660
Submitted Via: Web
Date Sent: 2021-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-14
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: We were in the process of refinancing when our title company when we learned that GMAC recorded a lien in error in XX/XX/XXXX. We had resend within our rights and a few days later we closed with GMAC and that lien was recorded as well. We are working with the title company XXXX XXXX XXXX at a XXXX Connecticut and theyre stuck and not able to remove this error of a recorded lean which is not on our credit report. GMAC was Bought out by XXXX who has since been bought out by PHH
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2021-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am a victim of identity theft. The following accounts were opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90045
Submitted Via: Web
Date Sent: 2021-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A