Date Received: 2021-04-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We contacted PHH on multiple occassions to obtain a payoff. They finally after multiple times provided a payoff for XXXX & XXXX. Which delayed our closing until XXXX. However, we had to pay the whole {$2700.00} in interest for 31 days and they state that according to fha rules they must collect the whole month in which i know that is the case but during a payoff why should they be able to keep those funds when it when we closed on XXXX? I know there were several law suits in the past over this. I was already very disappointed in them because for over a years time we sent in for requests and forms to stop charging pmi on our loan. They continue too state that we had to submit a request annd send in a form. We did this multiple times which cost us over {$200.00} mo. They blamed some on covid but i dont believe that every time my form was lost.
Company Response:
State: TX
Zip: 791XX
Submitted Via: Web
Date Sent: 2021-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: OVERCHARGE : PHH MORTGAGE has extended my mortgage even after it should have ended. When Ocwen Loan Servicing LLC service my account before turning it over to PHH MORTGAGE, my statement dated XX/XX/XXXX, the balance {$220000.00} ( See attachment ) not {$340000.00} as PHH Mortgage claim. I had a Loan Modification where I get {$53000.00} off per year as long as I made timely payments ( XXXX, XXXX & XXXX ). PHH MORTGAGE took over servicing the loan & change the agreement & went back to the original an amount in XXXX. How many people have been extorted & financially XXXX before something is done?? How many?? You should do an investigation & charges the company with overcharges & extortion
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The company PHH Mortgage formally known as ocwen is NOT reporting our payments to the credit bureau. when I applied to refinance my home, it was denied by them because I filed for bankruptcy in XXXX. I can't refinance because their system says that I am behind in my payment since XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92553
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The purpose of this letter dated XXXX/XXXX/XXXX, was to appeal to the PHH Research Dept., of PHH Mortgage Service, XXXXXXXX XXXX XXXXXXXX XXXX, NJ XXXX Research Dept to exclude the Deferred Principal Balance of {$360000.00} in the final payout. In XXXX I was approved for a Mortgage Modification with the Shared Appreciation Modification ( SAM ). At that time the company was owned by OCWEN. However, having followed the guidelines and restrictions dictated by the SAM program, I was able to pay my mortgage without interruption or problems until XXXX, when I had 2 major setbacks ; my mom who I provided care became terminally ill and expired XX/XX/XXXX and in XX/XX/XXXX, my job where I was gainfully employed for approximately 10 years, was outsourced to an overseas company in XXXX. As a result of such major setbacks, I was unable to pay my mortgage. I discussed my situation with Ocwen explaining the hardship and interruption in my ability to make payments while I searched for new employment as well as withdraw money from my annuity which was 2 months away from maturing. Fortunately I later found a job and entered into agreement with Ocwen to pay {$61000.00} ; the quote and composite breakdown for the total amount due to reinstate the loan. After reading the breakdown of the total amount required to reinstate the loan, I was motivated to meet ALL of the terms and conditions detailed in the Mortgage Reinstatement Document because I was assured from that document and by the Ocwen representative that the mortgage will be back as to the original agreement and as specified in the Mortgage Reinstatement document. At no point during the discussion with the Ocwen representative nor in the final breakdown of the total amount required to reinstate the loan it was ever stated in the Mortgage Reinstatement document that going forward with this loan the Deferred Principle Balance will be excluded from the final payout once all money was paid and loan was reinstated. Had that been clearly communicated to me at or before reinstatement I would have chosen an alternate solution. Please see Reinstatement Document. I used all my savings and previous investments to save my house after being misled deliberately or fraudulently by OCWEN who owned the mortgage at that time. The exclusion of the Deferred Principal Balance of {$360000.00} from the final payout was a devastating lost and a major setback since I used all my savings and previous investments to save my house believing that in so doing the equity would allow me to retire with some measure of comfort.. Note that ever since the loan has been reinstated in XXXX, my payments have been in great standings like it were before my hardship. With the reinstatement agreement PHH was able to recover every dollar amount during the time I was out of work. However, even though I met the financial and payment obligations outlined in the Reinstatement document, I was punished by having the Deferred Principal Balance of {$360000.00} excluded from the final payout I tried to settle this matter with PHH without any legal mediation. OCWEN/PHH fraudently misled me to choose the path of reinstatement knowing that there were really no future financial benefit to me to reinstate the loan since I would not be able to recover the Deferred Principal Balance of {$360000.00}. Had that been clearly communicated to me I would not have taken the risk to withdraw the sum of {$61000.00} from my Annuity to save my house believing that the equity would allow me to retire with some measure of comfort as oppose to selling the house in a short sale. Having fulfilled my part of the contractual obligation to pay {$61000.00} in reinstatement due, which I used from Aunuity for my retirement, PHH should adhere to their end of the agreement as well. I feel misled and betrayed because it would have better served my future interest to choose the alternative which was to save a total of {$190000.00} in mortgage payments plus interest accrued from XX/XX/XXXX thru present ; only now to understand that I have lost the remaining Deferred Principle balance.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This is a follow on to complaint ID XXXX. According to the CARES act and the XX/XX/XXXX Website : " Credit Reporting and Scores Under the CARES Act In response to the unprecedented financial impact of the COVID-19 outbreak, many lenders have developed relief options that give consumers wiggle room if they are unable to make their regular payments. To protect consumers against being reported as delinquent if they utilize these options, the CARES Act calls for creditors to adjust how they report accounts that have been modified. The law requires creditors to report any account that has a payment accommodation applied to it as current to the credit bureausas long as the account was current when the accommodation was made. Here are two scenarios you could experience under the CARES Act : If your loan is considered current ( not past due ) at the time you make an agreement with your creditor to modify repayment, the creditor needs to report to the credit bureaus that you are current on your loan. If your loan is considered delinquent XXXX past due ) when you make an agreement with your creditor, your status will continue to show as delinquent until you bring the account back into good standing. Once you bring the account current, the creditor must report your status as current to the credit bureaus. '' My loan was never in delinquent status. My credit history can prove that. As it states above, " ... the creditor needs to report to the credit bureaus that you are current on your loan. '' This is not what happened to PHH reports to the credit agencies. If need be, I will cite the actual CARES Act.
Company Response:
State: CA
Zip: 91321
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage has deceptive practices that prevent customers from paying their bills in advance. Here are the facts : I recently refinanced my mortgage, in which my loan was sold from XXXX Loans to PHH Mortgage ( hXXXX XXXX XXXX ) in XXXX. As I am vigilant about paying my bills, and often pay my mortgage in advance, I was concerned when after making my first payment with PHH through their mobile app, I was no longer able to pay my mortgage in advance through the app, as I received an error message stating " You are not eligible to make a payment at this time '' and prompting me to call XXXX. I immediately called the company and they informed me that the error would go away as it was only there because I just made a payment and it was still processing. A few weeks went by and the error message did not go away and it did not allow me to pay my mortgage in advance, which is a major red flag as I never had this issue ( preventing me from paying the mortgage ) with any other mortgage company that I have had ( XXXX XXXX XXXX and XXXX Loans ). I called them back again and this time the rep told me that I could not make electronic payments in the app until I signed an amendment, which he would mail to me, a detail that was not provided to me when I initially called a few weeks earlier when I first saw the error message. I also asked for the amendment to be emailed so I could get an electronic copy of the amendment, which he said he would do. Fast forward a week later, no email, no amendment in the mail and I am now getting closer to the due date for the mortgage. I called PHH again on XXXX. XXXX, and this time, after stating that I never received the amendment, the rep said to give it more time for it to arrive in the mail. I then noted that I got other promotional emails from PHH but none that included the digital copy of the amendment they would be mailing. When I asked for them to email me a copy of what they allegedly mailed to me, they told me they did not have a copy in their system. Another red flag as I would imagine all customer communications need to be documented especially for an amendment which they make appear to be a standard requirement for all customers to sign. As of XXXX there is still no resolution, which is why I am filing a formal complaint as I am concerned PHH Mortgage is executing deceptive practices with its customers in order to prevent them from paying their mortgage in advance and currently putting me at risk for not paying my bills on time. I also just discovered that as of XX/XX/2021, this company has a class action lawsuit against them in connection with unauthorized servicing fees, seems like this is another deceptive practice that should be investigated.
Company Response:
State: FL
Zip: 33319
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing this Complaint because : PHH failed to pay my property tax ( for Q1 XXXX ) on time. The payment has been 2 months late. The property tax for Q1 XXXX, which is due on XX/XX/2021 ( per the invoice mailed by the XXXX XXXX XXXX has not been paid as of date XX/XX/2021 ( see attached ). The town has mailed 2 written delinquent notices ( see attached ) informing me of the issue.The documents have the contact phone number of the Township. As a customer of PHH mortgage, we have an escrow account where your company currently holds my money, which is supposed for the property tax payments. According to my loan agreement with PHH, all property tax payments are under PHH 's responsibility and it is the firm 's legal obligation to make the payment timely and accurately on my behalf using the funds in my escrow account. I, XXXX XXXX, have made several phone calls with the customer service representative and the escalation managers to raise the issue. The first phone call was on XX/XX/XXXX and the representative confirmed that the original Tax amount plus any additional interest would be paid in full by PHH Mortgage Services. However, I continued receiving another delinquent notice from the town ( with a new due date of XX/XX/2021 XXXX .I then submitted all the paperworks required by the escalation manager to the escalation services and to the Tax department several times. However, as I didn't see any progress made and my case was still pending verification, I made several phone calls back and was told by an escalation manager ( ID XXXX : XXXX XXXX XXXX that the team was still verifying the information and couldn't reach the XXXX township, thus the payment had not been made. I then called the township on XX/XX/XXXX and was able to connect right away. We were even able to conference the escalation manager into the call to verify with the officer at the township. The township confirmed that they always have officers taking phone calls and following up on voice-mails. As of date XX/XX/2021 we have made countless phone calls yet the payment has not been made. I understand that under Section 6 of RESPA you are required to acknowledge my request within 20 business days and must try to resolve the issue within 60 business days. You can reach out to me at XXXX or email : XXXX. Loan XXXX Names on loan documents : XXXX XXXX XXXX XXXX and/or mailing address : XXXX XXXX XXXX, unit XXXX XXXX NJ XXXX Regards, XXXX XXXX XXXX
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We received covid relief which lender applied XXXX to our mortgage on XX/XX/2021, they applied XXXX towards escrow and XXXX to principal. Their was no application for the balance of XXXX From the deferment of XX/XX/2021. They added additional XXXX on XX/XX/2021 to the deferred principal stating they applied it to XXXX payment. There was no application or payment applied. They shorted XXXX in applications from deferred principal
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We received a tax notice in XXXX of XXXX for our local school tax. I contacted our mortgage broker and he stated that the mortgage company would handle this due to being in escrow. We received another tax notice in the mail in XXXX that the bill was still not paid and it was due by XX/XX/XXXX or a late fee would be charged. I called the mortgage company, PHH Mortgage, and spoke with an employee. She asked me to send it to the tax branch of the company and gave me an email address. I sent the email to the address with a copy of the bill attached. My wife then received a letter in the mail on XX/XX/XXXX that the school taxes were still unpaid and we had been turned over to a collection agency. I then contacted PHH Mortgage again shortly after receiving the notice and spoke with another employee. This was done on a conference call with our mortgage broker. The employee was sent all this bills and the letter and he stated that it would be taken care of in five business days from the phone call and that I would receive a letter in the mail in five business stating such. It was also determined that the money for the amount owed was in the escrow account. Two weeks later, I heard nothing from PHH Mortgage and the taxes were still outstanding. I then called again and spoke with another employee. He sent me to a different employee by the name of XXXX. I explained to him yet again the issue I was having and what we needed handled. I again sent him a copy of the letter received in the mail and he advised me that the tax office would be contacted and the issue would be resolved in five business days. After five business days, he called me and stated that they would need more time to handle the issue. With a deadline quickly approaching and the risk of being turned over to a debt collection, I feel the issue will not be resolved in time without the assistance of someone else other than me.
Company Response:
State: PA
Zip: 153XX
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Ocwen Loan Servicing LLC is reporting erroneous payment history on all three credit bureaus. On or about XX/XX/XXXX I was 30 days late and was late on and off for the next year and a half until I was offered a modification loan, which was finalized on XX/XX/XXXX. Ocwen has taken off late payments so that the account doesn't fall off my credit report due to aging off. They have continued to do this for two years. I finally caught them, as I finally took a screenshot. I called Ocwen and they are telling me they have zero information on my account. I called XXXX and the other two credit bureaus and they both are laying the blame on Ocwen. I filed a complaint with XXXX in XX/XX/XXXX. It generated a report number. I found that report and printed it showing exactly what Ocwen has been doing as they have my full late payments listed as far back as XX/XX/XXXX.
Company Response:
State: MA
Zip: 01906
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A