Date Received: 2021-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We requesting mortgage forbearance in XX/XX/2020, lender added XXXX to our principal for XXXX-XXXX payments. We paid XXXX and two payments in XXXX which cover the arrears. On XX/XX/XXXX lender send letter stating we requested another forbearance, our account was brought to date in XXXX, there was no need for forbearance lender added another XXXX into deferred principal XXXX XXXX WHY? Lender added this XXXX to principal balance
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2021-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our complaint is that while we paid Ocwen mortgage on time every time, out of no where we get a 1098 for only {$XXXX} I am not sure why they can get away with it but Ocwen constantly changes ( 4 changes out of 6 years??? ) our 1098s without any acknowledgment of what or why?? The letter attached shows that we had paid per agreement {$XXXX}, in interest Then Ocwen proceeded to do an " audit '' and keep/take {$XXXX}. We were never told 1. That they did the audit 2. What was decided by this " audit '' 3. Where the money went .... We have tried, multiple times to ask where this money went but the problem is Ocwen then sold off our note to PHH ( they are in business together ) so when we asked, they only say " not our account '', and since they did not pay the taxes ( PHH had the account for escrow ) We only realized the extent of the problem when we only got a 1098 for {$XXXX} from Ocwen, and {$XXXX} from PHH in 2020 1098s for. We are missing {$XXXX}. minimum as our average 1098 is over {$XXXX}, so we keep asking where is it? We paid you over {$XXXX} in interest and Ocwen can not just say an audit happened.no explanations where the money went. I have no idea why they bring up who paid the taxes since we are talking about ( at least since this audit gave us NO IDEA what was up ) this is interest expense, not escrow. We have set up a transfer to another mortgage company as Ocwen is too much work trying to keep track of the money they move and don't tell you where it is going. We need the money back please, I have attached the letter from them showing they have no explanation of where the money went also a crude excel print out of the previous examples of 1098s, and how can they be so for off? So often? Also you fix a {$25000.00} +/- problem with Ocwen earlier this year and we can not thank you enough!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97504
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: WE ARE REQUESTING FOR A REPAYMENT OPTION/PLAN OR MODIFICATION SO THAT OUR ARREARS THAT WE ARE PAYING THROUGH CHP XXXX BANKRUPCY, WE CAN HAVE THE BANKRUPCY CONVERTED TO A CHP XXXX AND PAY AN ADDITIONAL XXXX MAX A MONTH TOWARD OUR ARREARS SO THAT WE CAN CURE OUR ARREARS BECAUSE WE CAN AFFORD TO PAY OUR BANKRUPCY PAYMENTS, BUT THINGS ARE TIGHT BECAUSE WE ARE MAKING A HUGE BANKRUPCY PAYMENT OF {$1800.00} A MONTH. OCWEN OFFERED US 3 MODIFICATIONS BETWEEN XXXX, BUT DUE TO ME BREAKING MY ANKLE AND A YEAR LATER THE HARDWARE CAME OUT OF MY LEG CAUSING ME TO HAVE EMERGENCY XXXX. I AM NOT ASKING FOR A FOREBEARANCE ALTHOUGH WE PROBABY QUALIFY FOR ONE, WE ARE MAKING ENDS MEET AND WE ARE PAYING OUR MORTGAGE ON TIME AND WE JUST WANT TO CURE THE ARREARS WITH OCWEN/PHH BECAUSE THERE IS NO NEED FOR US TO BE IN BANKRUCPY WHEN WE CAN RESOLVE OUR OUR MORTGAGE ISSUES WITH OCWEN/PHH. THEY WILL NOT GIVE US A REAL REASON OTHER THAN WE WERE DENIED 6 TIMES AND THATS NOT TRUE, THEY NEED TO CHECK WITH THE SERVICER OF THE LOAN, OWCEN BECAUSE PHH IS COLLECTING THE PAYMENTS. THANKS VERY MUCH XXXX XXXX XXXX XXXXXX/XX/XXXX XXXX, NJ XXXX XXXX XXXX WE LOOK FORWARD TO HEARING FROM YOU SOON.
Company Response:
State: NJ
Zip: 08302
Submitted Via: Web
Date Sent: 2021-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my residence with XX/XX/XXXXin the spring of 2020. I had set my payments up to coincide with my payroll so that I was making 26 full payments a year as I'm trying to get the loan paid down as quickly as possible to retire in a few years. XXXX sold my mortgage servicing to PHH. I researched payment methods available at PHH and they do not provide an option to sync your mortgage payments with your payroll frequency. The best they can do is have you sign up for two specific dates during the month which will become out of sync with your payroll and eventually result in over drafting of you checking or the ACH Debit being returned for inadequate funds. In any event this is to the detriment to the consumer. It does not seem appropriate that a mortgage can be sold to another servicer if the new servicer can not provide the same level of service as originally provided. If this has an adverse impact on the consumer the consumer should be able to require the original servicer maintain the servicing.
Company Response:
State: NH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I advised my mortgage company PHH mortgage that I was having some issues with payment due to issues with Covid. They offered for me to put payments on hold for 3 months. I get a call XX/XX/XXXX and it the mortgage company telling me they have a offer to put my 5 payment to the back of the loan. I accept. I asked pertinent questions is they anything else I need to do. They say no. The payment will go to the back of loan. I get a letter today indicating otherwise. I call today and they tell me they made a mistake. The investor XXXX XXXX XXXX they throw rocks and hide and do deceptive things ). They want me to remodify I do not need to I am at 2 percent. I am angry and upset that they conned me. I have been in my house for 15 years they are trying to take my house. XXXX XXXX has been doing this to people of XXXX for years. They are not to be trusted. Please help. This is a bait and switch situation. XXXX XXXX is taking advantage of people.
Company Response:
State: GA
Zip: 30043
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: If we modified in XX/XX/XXXX, we were billed approx XXXX for modification. Lender billed XXXX for 8 months of payments which included interest principal and escrow.. principal payments were deducted from principal balance, but Escrow of over XXXX was not credited and interest also was not reported on 1098 form for XX/XX/XXXX. We were billed for escrow, yet we started year as a minus of XXXX even though thru our payments and modification we paid over XXXX for escrow. Also fees charged for legal fees when modification was delayed by lender added extra cost.
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: Due to the COVID19 pandemic in XXXX, I was able to place my mortgage on a 90-day forbearance plan with PHH Mortgage services. This would be for XXXX, XXXX, and XXXX, which then was extended to XXXX and XXXX. After doing research, I found that this could be done, and the loan could be modified to add the forbearance months to the end of the VA 30 year loan, with no negative reporting on my credit. After consulting with PHH case manager, it was agreed that 3 trial mortgage payments would be made starting XX/XX/XXXX. I made the payments as agreed for XXXX, XXXX, and XXXX. At the end of the trial period, PHH began the process of loan modification, which they said could take up to 45 days. I continued making my monthly payments in XXXX, XX/XX/XXXX, and XXXX. I also continued dialogue with PHH on the loan modification status. PHH finally sent the loan modification documents ( 2 sets ) in XX/XX/XXXX. I received them on XXXX XXXX, and noted three items : The date of the documents was XXXX XX/XX/XXXX. The first payment of the loan mod was due XXXX XX/XX/XXXX. The due date for return of the loan documents, after signature and notarizing, was XXXX XXXX. I immediately contacted PHH, explained the situation, and it was agreed by PHH to extend the return date to XXXX XX/XX/XXXX. It was also agreed they would send a notary to my residence, which took place on XXXX XX/XX/XXXX. The notary showed up at the appointed time, and after all documents were signed and notarized, she was instructed by PHH to mail one set of documents back, while I retained the other. XXXX XXXX came and went, with no word from PHH. I contacted them on XXXX XXXX for a status update, only to be told that the loan mod had been rejected due to not having been received by the XXXX. Please note that in conversations with PHH on XXXX XXXX, no mention was made to have the documents returned via expedited courier service. PHH even admitted to this on XXXX XXXX when I contacted the case manager who then escalated the case for decision reversal, only to find out on XXXX XXXX that the appeal had been denied. It was also stated, as well in a letter form, that the loan was being transferred to another company. So what this has to do with my credit report? I checked my experian account on XXXX XX/XX/XXXX, while speaking with the case manager at PHH, and come to find out that PHH has reported XXXX and XX/XX/XXXX as being 120 days past due, which in turn has negatively impacted my credit. I made my feelings known to the case manager, who was at a loss for words. He stated that he would escalate to get it fixed, but I do not trust PHH. In short, because of circumstances beyond my control, a short-term solution was offered. Please note that I did explain to PHH that a VA loan was eligible for the type of forbearance and loan modification. I then did everything on my end to ensure payments were made, dialogue was maintained, and to get all required paperwork promptly returned, ONLY TO HAVE MY CREDIT GET ROYALLY SCREWED IN THE PROCESS. What I want is for PHH to correct the negative reporting, that payments were made as agreed. And so instead of working with me to get the mortgage modified, they sold it to another company. This tells me they do not care about their customers.
Company Response:
State: OH
Zip: 45044
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX : I was provided with a refinance Loan Estimate after I applied to refinance my mortgage through my existing/ current mortgage company, PHH . I agreed with the refinance estimate which provided the amount of {$120.00} from the borrower to close. I also had to pay for my own appraisal. My rep advised there would be no more out of pocket expenses. Total loan amount : XXXX, rate 3.125, P and I payment {$2400.00}, Impounds $ 928 monthly AFTER repeated attempt to obtain closing dates I received an outrageous estimate. XX/XX/XXXX : Loan Estimate Info Total Loan amount : XXXX, rate 3.125, P and I {$2400.00}, Impounds $ 943 monthly {$71000.00} from borrower to close. I was subsequently advised they were not approving my loan because : 1. I have unacceptable collateral. REPLY : I have a well maintained home with a minimum XXXX value attempting to refinance a XXXX mortgage. 2. We do not grant credit in the conditions you have requested. REPLY : I was happy with the original conditions. I NEVER requested to change them. 3. Unable to verify assets. REPLY : I provided any and all requests for bank information. A rep advised he was unable to verify he was unable to verify the XXXX needed for closing. I never agreed to pay XXXX to close. UPDATE : I have not received any responses after multiple emails with my concerns. After reading information on your site I see this may have been illegal.
Company Response:
State: CA
Zip: 91745
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mortgage on our home was paid off in XX/XX/XXXX. We received a call on XXXX XXXX, XXXX informing us that our home would be put into a sheriff sale for unpaid escrow on the home. The call came in from XXXX XXXX stating he was from Option One Mortgage. The phone number is, XXXX. We were informed that we had to purchase money orders in the total of XXXX to take care of this past escrow. My husband, XXXX, went out and purchased the money orders, but I wanted to speak to this man, who informed XXXX to call him from the Post Office to get the address to send them to. When I spoke to XXXX, he stated that they had sent papers about this amount in XXXX to us. We did not receive said papers and were informed by him that he could no longer send them since the account was closed. We ended the call and contacted Ocwen, which was our mortgage company and were informed that there were no past escrow due and the deed was at our local deed office. XXXX has called us daily to demand this payment and that the attorney 's office that was handling this account was waiting for payment. He gave us the following name and personal address of where to send the money orders : XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX.
Company Response:
State: PA
Zip: 153XX
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX form and XXXX XXXX form shows outstanding mortgage to be the same for both years, and principal does not agree with payment history
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A