Date Received: 2021-02-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX GMAC - Our problem began-we were being forced into foreclosure, un beknown to us. One night XXXX we came home to a woman at our front door-Realtor wanting to list our home as she was aware we were in foreclosure. ( We were take by surprise and informed her our home was not for sale ). We had many horrible phone calls with agents at GMAC stating we were in Foreclosure. Not behind on payments, this became a heated phone call. This has been an exhausting process. You can see the history of our request to make this right with our Mortgage. I do hope you can see all the horrible history and complaints filed, working with the Utah Attorney General Real Estate office ( he passed away, I later found out and he helped us more than anyone ). Never satisfied with the outcome as we were scammed during XXXX with the SubPrime loans. We wanted a FIXED rate our payments were to be around {$1500.00} this was XXXX. We were highly pressured at the time to go with the Lower Payment. Which continued to change everything over time and by 2008 with GMAC our world with our home security was threatened. Exhausting fight to make it right. Hired a lawyer, dropped the ball. We fought to keep our home to end up with a huge Balloon. We will never own our home, which is sickening to me. This is all because of the SubPrime Scam. This has been forever exhausting to continue to fight for our rights to Own our Home.
Company Response:
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My family and I have been affected by Covid-19, I'm also 100 % XXXX with a XXXX XXXX. I have provided Ocwen Mortgage, XXXX XXXX, PHH Mortgage my financials requested a forbearance and mortgage assistance. I was told by my mortgage company I don't have enough income, I told PHH I'm married my wife works. I provided her information to my mortgage company. They are difficult to work with and unwilling to assist me with keeping my home. I was told by customer service that I could not get a forbearance for my mortgage even though there is a foreclosure moratorium from our President. PHH refuses to work with me also I have spoken with several customer service each one of them have given me different information to me they are trying to make me lose my home to foreclosure. My home is set for foreclosure sale but I have not received a foreclosure letter from the foreclosure attorney. Please Help
Company Response:
State: TN
Zip: 38116
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have tried to work with PHH but they had continued to deny that they even had my loan. I called several times and they advised my loan was not with them when I had been receiving notices and mortgage statements from them. I now have a foreclosure sale date and I am afraid to lose my home because they people didnt want to help me.
Company Response:
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2021-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I approached my lender on XX/XX/2021 for options that are available to me instead of foreclosure. My lender is XXXX XXXX with PHH as their servicer. I have contacted HUD agency and I am working with an approved HUD counseling agent. I explained my situation to my counselor and give her all the contact info of the lender. The counselor contacted the lender today XXXX and asked them for 60 days extension so I am able to sell my house with a real estate agent instead of foreclosure. They denied the request and told the counselor that they will proceeded with the foreclosure sale date on XXXX at XXXX : XXXX even though there is a moratorium in place till end of the XX/XX/2021. In addition I asked the lender for forbearance, modification package, balloon payment or any other options, but they have refused to offer me any. I appreciate any assistance that CFPB can offer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92653
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: They said there is not enough time to do a modification due to the sheriff sale being so close. They speak a different language they arent even from the XXXX. They have zero sympathy for what has happened to me and they want XXXX XXXX dollars to keep my house l. Insane. I lost my job in XXXX of 2019 then COVID hit a few months after and it was devastating. These mortgages companies do not care about Americans becoming homeless someone please help us. They will not. Millions of us are losing homes and they want all the months past due on the house are you serious l? How is that realistic?
Company Response:
State: OH
Zip: 439XX
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our lender overcharged escrow through loan modifications XXXX and XXXX plus legal fees and principal reduction on XXXX modification which is resulting in high interest for wrongful charges in our balloon payment. They violated the hamp principal forgiveness program, they did not service us from XX/XX/XXXX until XX/XX/XXXX ( 14 months ) which damaged our credit. They could not provide XXXX form for XXXX. They charged us for processing phone payments, charged excessive fees, Return payments, to charge XXXX in legal fees for the return, they did not credit us surplus for escrow in XXXX they violated false claim act with the hamp program
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH Mortgage Services ( formerly Ocwen Loan Servicing ) and investor XXXXXXXX XXXX have denied my affordable home loan modification application a number of times. I am applying for an affordable home loan modification because of financial hardship. However, I have the monthly income to cover an affordable home loan modification. PHH denials to my application occurred in XXXX, XXXX, XXXX, XXXX, and the most recent one in XXXX of XXXX. They assert that I do not qualify for this affordable home loan modification due to my debt-to-income ( D-to-I ) ratio. My current D-to-I is 1 %. If I had an affordable home loan modification monthly payment and included my two existing monthly credit card payments, my D-to-I would be 33 %. When I finish paying off my credit cards and pay only an affordable home loan modified monthly mortgage payment, my D-to-I would be 29 %. According to published accounts, the D-to-I ratios I cite above are highly acceptable to mortgage lenders since they are smaller than 36 %. Several weeks ago, PHH emailed me offering to explain their calculations for arriving at an unacceptable D-to-I ratio for me. I immediately responded asking PHH to send me those calculations. As of this writing, I have not received them. My Ocwen Mortgage monthly payment in XX/XX/XXXX was {$3400.00} a month. Due to my financial hardship, I wanted to extend that affordable home loan. I made my first affordable home loan modification application in XX/XX/XXXX. The original home affordable modified loan was to terminate in XX/XX/XXXX. However, Ocwen declined my application. I kept on applying but was continually rejected/declined. And then, Ocwen started invoicing me for a {$10000.00} a month mortgage payment, which I could not make due to my financial difficulties. As Ive continued to apply for an affordable home loan modification and been turned down, Ocwen/PHH has continued to invoice me to the point the back payments PHH alleges a total of over {$380000.00}. This amount includes past monthly payments, penalties and escrow. This {$380000.00} that PHH alleges I owe is ridiculous and they are only playing a game with me because they are to blame for not helping me to obtain an affordable home loan modification. In truth, I feel I owe only for back payments of {$3400.00} per month mortgage ( see attachment ) and escrow at {$890.00} a month. Total amount I feel is back owed is : {$82000.00} for mortgage back payments and {$21000.00} for escrow for a total of {$100000.00}. My original principal balance on my mortgage is {>= $1,000,000}. Based on PHHs home loan modification promotions, I feel PHH can provide me an affordable home loan modification based on the existing principal balance of {>= $1,000,000} with the addition of {$100000.00} for a total principal balance of {>= $1,000,000}. I strongly believe, and sense PHH Mortgage Servicing and Deutsche Bank are either using predatory lending practices or imposing housing/racial discrimination and have used the increased mortgage payments as a tool to intimidate me and to deny me an affordable home loan modification. To support my allegations, please XXXX has PHH Mortgage and XXXX XXXX been accused of racial discrimination. See following links : XXXX XXXX XXXX XXXX XXXX XXXXXXXX These instances involving XXXXXXXX XXXX, Ocwen , and PHH deal with generic XXXX discrimination and people of color. I fall into this category since XXXX Americans are people of color and definitely not white. Therefore, these published accounts add strength to my belief that PHH Mortgage and XXXX XXXX are applying either predatory lending practices or racial discrimination to discourage my request for an affordable home loan modification application.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95124
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
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: I was offered, applied, and was accepted for the Covid-19 Forbearance program for my home mortgage with PHH Mortgage out of XXXX. XXXX, NJ. It was made clear to me that during the period of the forbearance process there would be no negative reporting to the credit bureau as long as there have been no delinquent payments. My mortgage payments have been paid on time with none delinquent. I have been on forbearance for less than the offered time. I've elected to catch up my payments via load modification, which was offered as one of the options. I was instructed to make three payments at a specific amount and to do so by calling a specific number to make sure the payment went to the right account with the right amount. I executed all payments on time. The loan modification was approved and I was informed that it was in the process of delivery. It did arrive, but I couldn't tend to it for about 5 days. The day before I began to review it, I received an email from XXXX informing me that I needed to review a change in my credit notification. It turned out to be 4 negative reports from PHH Mortgage Services stating delinquency of my mortgage. This is exactly what PHH Mortgage services cite they will not do. This pandemic has hit all of us hard and this kind of action from this mortgage company has caused me even more major aggravation, stress and frustration. This is fraudulent behavior. Proof of their agreement is on their website at https : XXXX and I have proof of the notifications of the report to the credit bureau as needed.
Company Response:
State: CA
Zip: 91321
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We were with Owen we did a loan modification. Right before owen sold the mortgage they said we missed a payment. We didn't. but we paid the fees. the new bank also said we were late and kept charging us fees. We have paid our mortgage every month but our credit report says we are 30 days late since XXXX. I called my bank and they said we are not late and couldn't explain why our mortgage statement said we had XXXX due by the first. once they looked into it they said that they had sent investigators to see if we had abandoned the house. It makes no sense since we keep making the monthly payment due. and even after paying the extra amount they keep putting more on our bill, our monthly statement always has a large amount due every month. Currently my bill says I owe XXXX by XX/XX/XXXX. Now I cant even refinance my property because my credit report says I haven't paid my mortgage since XXXX.
Company Response:
State: CA
Zip: 95632
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We refinanced our mortgage in XXXX and our lender changed from XXXX to a company called PHH Mortgage. Our first payment through this new company was on XX/XX/2021. A few days before the due date I went to go set up my new account and input all my ACH info for direct debit like I normally do for any other bill I pay online and like I previously did for my mortgage and it came up with an error popup that I could not make a payment online and had to call their phone number. I called their phone number listed and the customer service rep explained they would allow me a one-time free " courtesy '' payment over the phone this one time, however in the future it would be {$17.00} every time I want to pay over the phone in the future. They said there was no free way for me to pay my mortgage unless I wanted to put it in the mail and hope they received it, but they advised me the mail is very delayed and there was no guarantee they would receive it in time, and that to pay online I needed to sign a form they would mail to me, insisting I needed to sign it very quickly. I received the paperwork and it is a Note Amendment to my mortgage! It says in section 2 that they can charge me up to {$19.00} per payment online, it makes no such statement that this is for me to be able to pay my mortgage for free. When I called to confirm they restated the charges to pay over the form and insisted if i wanted to pay online I must sign the Note Amendment. When I asked how much it would cost for me to pay online without the Note Amendment they said that wasn't possible, nor could they tell me what the fee would be once I do sign the Note Amendment because apparently the fees are different state to state and they said there was " no way '' they could tell me what those fees would be. There is no way for me to sign up for autopay or do single payments besides to sign this Note Amendment that states I can be charged up to {$19.00} which I find excessive. They claim they are a debt collection company but their company name is PHH Mortgage and they were offered to us by our mortgage broker - if I had known they were a debt collection company and could charge us exorbitant fees just for the privilege of paying our own mortgage we would have NEVER agreed to a mortgage with this company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 02908
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A