Date Received: 2021-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage Company, PHH Mortgage, Loan # XXXX lists paying my taxes from our Escrow account on XX/XX/XXXX. For {$1700.00}. However, the Town of XXXX Massachusetts still has not received that payment. I paid the taxes directly to avoid being in arrears.Taxes were due on XXXX XXXX. On XX/XX/2021 I faxed the Tax Department at the mortgage company with backup documentation. Since they say they may take 30 days to complete inquiries I waited 30 days. I have not heard from them. And because they say they paid out in XXXX when they refunded my escrow overage this amount was not included.
Company Response:
State: MA
Zip: 02038
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I have written multiple letters to Owen Loan Servicing XX/XX/20 in regards to the alleged debt. They are reporting false information on my credit reports. There are reporting bankruptcy when I never had a loan from them and attached you will find a copy of the dismissal letter.
Company Response:
State: NV
Zip: 89012
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX of XXXX I had seen my mortgage company, phh mortgage, over charging me for my escrow. They said it was being underpaid. However I had told them we have exemptions, homestead exemptions for the state of Texas. I had asked for them to review the account and payments. The representative said they would work on it and have it resolved in 10 business days. 2 months had passed and no assessment or review had been done. On XX/XX/XXXX I had called again wondering what the status was. The mortgage company had no idea of review and I had said I have proof with my tax statement and homestead verification, they asked me to email it and within 10 business days it will be resolved. 1 month had passed and nothing had been done. I had called again and they found my paperwork but had no answers, finally I kept escalating the matter and spoke with a manager that said gave me a 2 day turnaround. Yet still nothing has been done. They have sent over closing documents to my new Mortgage company so i can refinance and they had a XXXX balance that was due on escrow. Even with verified proof, documentation, multiple calls, and months of waiting they have overcharged my account and overbilling my closing statement for roughly XXXX usd. I am about to lose my rates, and money because of their incompetence.
Company Response:
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have been trying to get a payoff on our mortgage from the lender because we are in escrow and are ready to close on a sale but the lender/services has failed to provide a payoff for several months. There was a " Shared Appreciation '' modification agreement signed in 2012. We need an updated payoff with the correct calculation based off of the agreement and the lender has failed to produce this. They're charging daily interest and we have run out of funds to cover in escrow all due to the lender.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92234
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Approximately in XXXX of XXXX we did a loan modification. We were behind and a foreclosure process had begun. We did complete the loan modification and have not been thirty days late once. Recently we went to refinance and the loan officer stated that the balance was {$90000.00} and the original balance in XXXX was {$73000.00} We could not find any paperwork with regards to the loan modification. Our concern is the fees that were incurred to do the loan modification and to determine if any were excessive,
Company Response:
State: OH
Zip: 45042
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i having been pre paying my flood insurance for many years and the lender is forcing me to escrow this account that has been paid in full. i contacted them going back to XX/XX/2020 and keep getting the run around but they continue to add/force additional escrow to already paid insurance. the amount as of this date is {$540.00} and each month additonal money is added to the mortgage.
Company Response:
State: FL
Zip: 32119
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To Whom This May Concern My name is XXXX XXXX the daughter of XXXX XXXX owner of XXXX XXXX XXXX. On XX/XX/XXXX my mother passed away after being ill for along time, at the time of her departure she did not have a will in place. I made several phone calls to the Ocwen mortgage company I finally reach a XXXX XXXX and I explained that my mother has passed away and I would like to take over the home if possible. XXXX informed me that I needed to have the deed transferred over to me. So, I contacted the city of XXXX and was told that first I needed to be deemed the administrator of her estate. So, I did that paperwork and once it was approved I then obtained a lawyer to transfer the deed and that was done. Once that process was completed I called Ocwen Mortgage again and reached out to XXXX XXXX he informed me that the mortgage was behind I stated that I would like to keep the property and pay the monthly mortgage payments if possible, XXXX said, it would be now problem to grant me a loan modification because he had done it before for my mother, however before he could do so I needed to file out a Family Transfer package. So, I did that was XX/XX/XXXX. Once the document was submitted I waited to hear from XXXX but I never heard fromhim. I called several times, customer service keep transferring me to XXXX, voice mail I left messages, never received a call back nor did I receive any letter correspondence of my denial for a loan modification. After several calls, customer service now tells me that my contact person was XXXX XXXX and they gave me his number and extension ( XXXX ) ext XXXX so I preceded to call him XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX and left messages again no return calls. Finally, around late XX/XX/XXXX I called again and I was told that PHH Mortgage is now the holder of this loan and they had no records of my application for a loan modification with Ocwen and they keep asking for XXXX XXXX. I keep telling them that she has passed away and I was the administrated of her affairs. I submitted all paperwork to Ocwen on XX/XX/XXXX. So they entered my named and told me I needed to submit a application for a loan modification with them. So I did on XX/XX/XXXX and filed yet another application for a loan modification for the second time but this time it was PHH mortgage. I was told that it will take up to 30 days. So, I waited. PHH Mortgage called me several time within that month asking me to pay all that back-mortgage money and I explained to them every time that I have submitted a loan modification application and I also asked if I could I still send in the monthly mortgage payments while I wait, I was told that a payment would not be accepted from me and the application is still being reviewed. So I waited for their decision. After 30 days past and I did not hear from them I called PHH mortgage, at that time I was informed that my application was denied. I asked why and why did I not receive a phone call or letter from them, I was told it was sent out, but I did not receive a letter. They stated the reason was because some 25 % rule which I did not understand, something about the payments would be too high for me. I asked at that time if I possibly negotiate the amount that was owed. Which at that time was approx.. {$18000.00} and I was told no. Anyway, they instructed me at that time to submit another application which I did XX/XX/XXXX. Again I waited and again I received several phone calls from PHH Mortgage stating that they are calling to collect a debt and when did I plan to pay the back mortgage payments, along with every call they asked to speak to XXXX XXXX and every time I instructed them that she has passed and I instructed them that Ive submitted a loan modification application again as instructed. The representative reviewed the account and said that the application was still in review this approx. end of XX/XX/XXXX. So early XXXX I called them to ask about the statues and was told that the application was denied again ( again no letter of denial nor a call of the denial ), I asked why again and then was told because of my credit, I stated that why is my credit reviewed for a loan modification, the representative said may I put you on hold, I said yes, he came back to the phone and said then the reason was for the same reason previously the 25 % rule. At that time, I expressed my dissatisfaction with this company and how they refuse to work with me. I also said that I believe that you just want this house instead of helping keep it. The customer representative said Im sorry you feel this way, but you can resubmit your application again. I explain that why would I do that if you are going to keep denying me, the representative said that it could be reviewed again for approval, so I said ok. After I got off the phone I hired a real estate lawyer, I explained the situation, he instructed me to call them back and ask about the COVID 19 relief program, so I did, PHH said It did not apply to me because the mortgage was behind before COVID 19, ok. I called the lawyer back and he told me that he would reapply for the loan modification on my behalf, so he did that was in XX/XX/XXXX. Now again I waited and waited and waited, in the meantime Im receiving these debt collection calls from XXXX and each time Im telling them the same story, my mom is no longer living and I applied for a loan modification, they put me on hold and come back stating my application is still in review, all this within the month of XX/XX/XXXX. Im receiving 2 to 3 calls a week from them. So now its XX/XX/XXXX I called this time to inquire and again I was denied this time I was told my paperwork was older than 30 days when submitted, so I said how is that possible and why wasnt I told that when I spoke to them before in XX/XX/XXXX. Well come to find out the lawyer just resubmitted the same application that I submitted in XXXX. Wow! So I called the lawyer back and he called the mortgage company his self. They apparently told him something different they stated the same denial reason they had been telling me previously. Now the lawyer gives me the option to sell the house to a family member, and gives me a mortgage VP to help me named XXXX XXXX, so I called him and explained the whole story, so he suggested that my daughter buy the house and then add my name at closing. Before we could do that, I needed to receive a payoff amount, so I called the PHH mortgage company and asked for a payoff quote. Representative said they would request the quote and will take up to 30 days, I was asked how did I want to receive the quote email or mail I stated mail. In the meantime Im still receiving several calls from PHH. In XX/XX/XXXX I received a letter about an appraisal, I also received a call from an appraisal company that apparently PHH hired requesting to schedule an appointment, I explained that I did not live in XXXX, but I could have someone meet them at the house. So, we scheduled it. In XX/XX/XXXX I received a letter of the payout quote and I forward it to XXXX XXXX along with a note that I have not received a copy of the appraisal. Now just to give some idea of the condition of the house : there is a hole in the back-bedroom ceiling, the roof needs repair, kitchen needs repair among other things, several repairs are needed, so this is outrages payoff quote the house maybe worth this amount if in excellent condition but absolutely not in the condition it is in now. Anyway after waiting for a while I called PHH again and asked for the appraisal they sent me an appraisal from XXXX which I knew nothing about, I requested the appraisal that I approved in XX/XX/XXXX and they said it was done in XX/XX/XXXX and they could not find it, so they entered a request for that appraisal .This conversation took place on XX/XX/XXXX and spoke with operator XXXX ID PMI and another operator later that day when I called back to request that these denial letters that they claimed they sent as well as the appraisal. As of today, XX/XX/XXXX Ive received no appraisal from XX/XX/XXXX. Also, the unapproved appraisal that was performed on XX/XX/XXXX was only done on the exterior of the home. Now I received a letter from a XXXX XXXX XXXX XXXX XXXX XXXX dated XX/XX/XXXX and I received it on XXXX XXXX telling me I have 30 days from the date of this letter. PS the XX/XX/XXXX appraisal also say that the property is occupied and it is not. Thank you XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX XXXX XXXX XXXX
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-06
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. Due to the Corona Virus Pandemic, we are all facing which has me sitting still at home and I saw the recent news about the multiple XXXX Data breaches. I decided to look at my credit reports from the 3 major credit bureaus and found that someone had used my Identity. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. I contacted the Credit Bureau and told me to file an Identity Theft Report which I am doing. I appreciate your effort in getting this matter resolved. Thank you. Please let me know if you need any other information from me to block this information from my credit report. Thank you.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been a licensed loan originator with NMLS since XXXX. I have a mortgage serviced by PHH now it was with Ocwen. I applied and received a loan modification. And competed it. I ended up owing way more than my original mortgage. I just don't understand how this happens and I originate mortgages everyday. I originally had a mortgage for {$140000.00} since XX/XX/XXXX. I still owe {$100000.00} after being in the mortgage for over 25 years now. Please help me here. Sincerely, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63010
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was a victim of Mortg fraud XXXX and settle with Ocwen/PHH in XXXX I am still in the house and been making payments on time and no record of a 2nd mortage. 10 years later Ocwen sold my 2nd morth $ XXXX to a Mortgage Company the 2nd was written off in XXXX. Now i have to pay is this legal. Ocwen sold this in error this was part of my mortg fraud i did not take out a 2nd mortg it was part of the fraud. Banks received money for this and this is not fair to come back after 10 years Please help me
Company Response:
State: GA
Zip: 30013
Submitted Via: Web
Date Sent: 2021-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A