Date Received: 2021-02-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello, In 2005 I purchased a house taking an 80/20 loan. Around XXXX of 2020 I received a letter form PHH ( 2nd mortgage ) that the loan matures in XXXX 2020. I reached out to them about a dozen times to try to work out our options because the balance is around XXXX. ( made monthly payments for 15 years and the balance never went down ) Every time I'd call, I was on hold for extended periods of time, transferred, on hold, transferred, on hold ... etc., with a few dropped calls in between and never able to resolve the issue. When I would get ahold of an actual person, they would recommend me to their website to fill out a form for a loan modification ... .which I was denied. Called back multiple times through XXXX and XXXX and would only get the run around. I called PHH again in XXXX asking to speak with a supervisor, ( mind you this is probably the 8th or 9th time I called ) I got a hold of someone who set up a time and date for a " case manager '' to call me back on XX/XX/XXXX ... No call. I called them back to find out why I didnt receive their call only to find out they didn't have my correct information. I set up another meeting with the " case manager '' for XXXX XXXXXX/XX/XXXX at XXXX XXXX ... no call from PHH. Now we are in the beginning of XXXX, I call again and Im transferred multiple times to get other person to set me up with a meeting with the " case manager '' from PHH to call me on Monday XX/XX/XXXX ... .NO CALL AGAIN!! After multiple attempts, feel they don't want to resolve this issue. I want to get this situation straighten out but I can not come up with $ XXXX in one lump sum ... especially now in this economic Covid climate. Im constantly receiving mail from them with options of " Foreclosing '' on the house ... .This is not an option for us. Thank you!
Company Response:
State: MI
Zip: 48239
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been paying my mortgage on time every month for over 20 years. On XX/XX/XXXX I mailed in enough money to apply to the principal balance and pay off the loan. I received the check back on XX/XX/2021 with a note saying the payoff amount had to be in certified funds. I called and they told me they would fax or mail a payoff statement to me but they would not give me the information over the phone or email. Then they explained they took several days to process payoffs so it would be best to add a week of interest to the payoff. My biggest issue is after reading the Payment coupon I receive every month there is absolutely nothing that says a final check that pays off a loan has to be in the form of certified funds. It took forever to get hold of someone at PHH Mortgage Services and they were not very helpful. I get it, they just want to hold off the receipt of funds as long as they can so they can make interest. I hope someone at the CFPB will look into this and get back to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85750
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I can not pay the balloon payment of {$32000.00} due XXXX. 2021. As of XX/XX/2021 I'm financially struggling due to loss of income .I am qualified for The CARE program.
Company Response:
State: CA
Zip: 94536
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I submitted to CFPB complaint XX/XX/2020 ( XXXX ) and CFPB closed the complaint upon the receipt of PHH Mortgage response ; I responded to the PHH Mortgage with entire year XXXX paystubs as well as a Hardship letter ; XXXX c/o PHH Mortgage affiliated with OCWEN responded with resending same Unaffordable Trial Period Plan XXXX with extended the period ; forbearance is still in effect ; however, I receive mortgage statements that includes missed payments and late fees and other charges related to missed payments. XXXX c/o PHH Mortgage failure to is acknowledge true income amount from XXXX paystubs ; failure to acknowledge XXXX PHH Mortgage XXXX miscalculating errors and continue using incorrect income information in processing creating enormous calculation error is not honesty in fact and it is UNFAIR XXXX c/o PHH Mortgage has not observed reasonable considerations imminent default is due to enormous increased mortgage {$1400.00} to {$2800.00} XXXX XX/XX/2020 ) during a Worldwide COVID Pandemic- ( personally affected ) not considering XXXX. Loan Modification can reduce your monthly payment to a more affordable amount ; Loan modification can lower interest rate extend the loan term. It is evident that loan modification is extremely beneficial. XXXX c/o PHH Mortgage/OCWEN have not exhibited good faith, fair dealing, ordinary care, honesty in fact, and observed reasonable standard of Loan Modification. This whole situation is incredibly distressing to the world and I would be able to make payments if fairly affordable.
Company Response:
State: CA
Zip: 90043
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a retired veteran. I recently took advantage of low interest rates and refinanced my VA home loan through " XXXX XXXX XXXX XXXX ; '' I don't know the means of selection, but " PHH Mortgage Services, acquired my home mortgage in XX/XX/2020 ; with payments beginning XXXX of 2020. From the time PHH acquired my mortgage, I've encountered problem-after-problem with PHH actually applying my Flex auto-pay to my actual mortgage loan. The first two ( 2 ) month of the auto-pay, XXXX, went accordingly with PHH processing my payment. In mid-XXXX, I began received calls from PHH Collections department. The matter had been discussed and the issue noted to be on the part of PHH, with my payment funds being placed into a type holding account - and not being applied to my loan appropriately. My PHH payment history dashboard, confirmed that payments were made - but not applied. Each month this is discussed and NOTHING is NEVER done to resolve the issue ; each time I speak with the escalation reps, the matter is supposedly being worked. I've confirmed with my banking institution that funds had been withdrawn from my checking account, accordingly on the XXXX ( XXXX ) and XXXX ( XXXX ) of each month, as agreed in the Flex-payment agreement. I've spoke with numerous PHH departments regarding this discrepancy ( I was placed on hold and/or disconnected, while being bounced around from department to department ). I spent approx. three ( 3 ) hours on the 1st call ; approx. two ( 2 ) hrs on the second and third call. Each PHH Rep acknowledged to me that funds appear to have been paid on time ; but could not explain why my account reflected Past Due ( approx. 28 days at that time ) - nor could they correct the error. On my PHH dashboard, for the month of XXXX, my account showed a PHH transaction labeled, " Misapplication Reversal '' - that none of the representatives could/would explain to me why they occurred. I was told by the Escalations department that notes had been placed in the system, requesting that my payments be removed from the holding account, and applied to my account. To date this has not occurred ( approx. four weeks from the date of my 1st call ). Additionally, I was informed that there was some type system error, which effected my account ( Misapplication Reversal ) - but no one in the departments I spoke, were able to explain nor make adjustments. I called PHH customer service number ; the automated system stated to me that my last payment was received on XXXX XXXX ; and the next payment due was XXXX XXXX ( * obviously something wrong with that statement ) PHH Reps I've spoken with : XXXX ( employee # XXXX ) / Debt Collections ; XXXX ( employee # XXXX ) / Customer Relations ; XXXX ( employee # XXXX ) /Customer Service XXXX XXXX ( employee # XXXX ) ; XXXX ( employee # XXXX ) /Escalation Dept ; XXXX ( employee # XXXX ) /Escalations. PHH representative state that they are working the issue, but I never receive feedback on the issue ( only letters and phone calls regarding " Past due '' payments ). Every time I call them, it's like the stall process starts all over again. I'm paying my mortgage and feel like a hostage to PHH and their flawed processes. I've been paying my mortgage accordingly ( reflected in my flex auto-pay history ). Request assistance.
Company Response:
State: VA
Zip: 20147
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: For the past 12 months PHH has held up my mortgage loan modification. They make my husband and I jump through hoops to get our modification approved, including having us notarize the same document nearly 10 times with no proper guidance. The last time they sent a notary, they asked for the document to to done in a manner that is not ethical or legal. When PHH sent the notary, they did not extend the deadline for my modification to be submitted, even though the document was due the next day. PHH has grossly mishandled our mortgage modification every step of the way with no help or answers to any of my questions. This issue has significantly impacted my family and credit. My husband and I are not able to make any major purchases, since our credit shows we are in default, although we have been making payments that are not applied to our account. Also, due to Covid 19 my families income has changed significantly, so I don't know if PHH will approve us under the same conditions or interest rates that we were previously approved for.
Company Response:
State: OH
Zip: 44646
Submitted Via: Web
Date Sent: 2021-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I had a loan modification in XXXX on the primary loan with my mortgage company. I had received no assistance from the mortgage service provider Until I had to retain counsel to negotiate a modification. I had a 1st and 2nd loan with the same company but only the first was modified. The loan modification was for 7 years interest only with 20k+ plus added back into the 1st mortgage principal balance. Ill in received was a document breaking the cost and payment of the modification nothing else. I tired for several years after XXXX to have the 2nd modified but to no avail. It has now been almost 4 years since the modification was completed and we have made on time payments for the duration of the modification. With interest rates low, we tried to refinance our 1st mortgage. The second organs did no longer show on credit or on the load serviced website. When trying to refinance, a lien showed for the second mortgage but showed it was foreclosed. I havent received any documentation showing a foreclosure that happened in XXXX of XXXXNo documents have been recorded with the county recorder either. When trying to pay the lien to refinance, the current mortgage provider cant produce any documents showing who it needs to be paid to or wont remove the the lien.
Company Response:
State: CA
Zip: 91710
Submitted Via: Web
Date Sent: 2021-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Ocwen is attemoting to llegally foreclosed my loan, ignored my complaints, and have sold off the servicing rights to my loans and are trying to initiated the foreclosure process before completing a review of my loss mitigation applicationsFees and the Dates alleged simply cant be for what you stated above due to the fact that your explanation of when the fees could be incurred does not match the timeline of my property and the actual activity there. There is no way certain fees could have happened when you are stating, and I can prove it because I have been living there and can prove that there is no way anyone inspected anything, no maintenance was done. definitions of fees and what there for, but didnt state the ammount of each fee. And the ammount charged for each fee changes seemingly at will for no reason. While the fee title remains the same, the ammount charged for the same type of fee drastically changes. .there has been absolutely no communication or effort put in on your part to contact me an alert me that any of this was going on so that I might have been able to prevent these charges from being made. I was prayed upon by your ocwen because of the literal contradictory resistance i have met for 2 years to gain access to the account or find effecgtive communication with them at all. The fact that this account was inherited and XXXX XXXX is XXXX I believe it was believed by there company that I, and my property could be written off as already won and that yall were just waiting for the time to pass by until they could sieze the property. I have not been given any oppurtunity or a fair chance to abide by any terms or conditions, and it is wrong and terrible to think that OCWEN/PHH/XXXX is and would try to take this from me without giving me a fair shot. So no, your fees were not correct and i object and reject their tatement and challenge it fully. I am not trying to escape a debt, I am trying to get a fair chance.
Company Response:
State: TX
Zip: 77520
Submitted Via: Web
Date Sent: 2021-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On Monday, XX/XX/XXXX. a check was delivered to PHH Mortgage services, overnite payment office, received by the receptionist. Verified by XXXX XXXX, the check was for XXXX for XXXX and XXXX payments. I called on XX/XX/XXXX to verify and ask why it was not posted, the agent said he would send a message to cashiering dept. I emailed on Monday and Tuesday to the relationship manger email. I received two responses stating they received my emails. Today XX/XX/XXXX I have yet to receive any response or resolution. I called on XX/XX/XXXX and spoke to another agent checking on the status of the payment and if it was posted, I git the same answer, they are working on it and give them time. I called two more times, I requested an escalation manager on XX/XX/XXXX. Agent number XXXX, he said he will email cashiering and get back to me. He did not return my call XX/XX/XXXX or XX/XX/XXXX. I called on XX/XX/XXXX and spoke to agent XXXX, escalation manager, she rambled on about it being a process and they are working on it and there is no way to get a hold a chairing except through email. I was furious and said how the XXXX does it take one week to post a payment. This is illegal, this is disgraceful. So I wasted money on a XXXX XXXX and wasted time and emotion all week trying to get payment posted. I need resolution. XXXX XXXX PHH account number XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80026
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred from XXXXXXXX XXXX ( Loan # XXXX ) to PHH Mortgage ( Loan # XXXX ) effective XX/XX/21. XXXX had received three payments that were forwarded via overnight carrier to PHH and received on XX/XX/21. It is now 10 days and PHH claims they have not received and can not give me any information.
Company Response:
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A