Date Received: 2020-12-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: 01- XX/XX/2020 I refinance my home and paid off my old mortgage 02- XX/XX/2020 Per bank record, they mailed my escrow refund ck {$10000.00} 03- XX/XX/2020 Check NOT received until now 04- XX/XX/2020 I called the bank for my check and I was told that I have to wait for it. 05- XX/XX/2020 I called the bank regarding ck. They told me they will stop payment and a new check will be issued. 06- XX/XX/2020 I called the bank regarding my ck. I was told that they would stop payment and issue a new ck. I told them that in my previous call, I was told the same stop payment and issue a new check, which they did not do. Also, today, they told me, sorry, but you have to wait. BY THE BANK RETAINING MY ESCROW MONEY, THEY ARE HARMING ME A LOT AND MORE SO IN THIS TIME OF PROPERTY TAXES, VIRUS AND HOLLYDAYS. THE BANK SHOULD PAYMENT INTEREST AND PENALTY FOR USING MY MONEY AND LYING TO ME THE CHECK GOT LOSS. I DO RECEIVE MANY OF THEIR LETTERS ALL THE TIME.
Company Response:
State: CA
Zip: 92780
Submitted Via: Web
Date Sent: 2020-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX PHH/OCWEN XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX Account # XXXX XXXX XXXX XXXXXXXX XXXX XXXX Washington, DC XXXX To Whom It May Concern, I would like for this letter and documentation to go on record. On XX/XX/XXXX XXXX EST I spoke to a representative of PHH/OCWEN by the name of XXXX and he instructed to submit a letter stating my only source of employment is with XXXX and no other entities, which I have attached. As my conversation continued with XXXX, he stated to me he was instructed along with his other colleagues to cease and decease contacting me requesting documents for my modification application. XXXX, stated to me I have to contact PHH/OCWEN and inquire what documents are needed in order to move forward with my modification request. This does not make sense to me since I am the consumer and they are the processors. How would I know what documents are needed if they dont initiate the request? I have attached a letter of explanation stating I am only employed by the XXXX XXXX XXXX as a XXXX XXXX. On XX/XX/XXXX I emailed my XXXX Income Tax document along with my last two pay stubs from XXXX and the application for Mortgage Assistance for re-modification. On XX/XX/XXXX, I applied for a refinance loan instead of a modification. I paid for an appraisal, submitted several documents to the refinance department under XXXX XXXX, three months went by and no one told me that my forbearance had to be brought current before I can apply for refinance. I submitted several emails to XXXX XXXX, wrote several complaints to CFBP, and Federal Trade Commission to get someones attention. After several complaints from me I received a response from XXXX XXXX, Manager of the Refinance Underwriting Department who explained to me she would have to close my refinance application file because my forbearance was not brought current. For the past 14 years I had my loan with OCWEN/PHH mortgage and it has been nothing but chaos and unethical practices with their unreasonable timelines and threats of foreclosure. I have forward a copy of this letter to the listed below. This is not first encounter with OCWEN/PHH Mortgage as the company continues to undermine their customers During the forbearance process OCWEN/PHH repeatedly request the same documents, therefore dragging out the process until stated deadlines have passed and disqualifies me for possible mortgage assistance. XXXX XXXX XXXX Cc Department of Housing Fair Act US Department of Housing and Urban Development District of Office of Attorney General XXXX XXXX Consumer Financial Protection Bureau
Company Response:
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2021-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX 2020, PHH Mortgage issued property tax payment to XXXX County from my escrow account, as per usual. The amount paid was in excess of the amount due. On XXXX XXXX, 2020, XXXX County Treasurer 's office issued a refund for the overpayment amount, {$770.00}, which was sent back to PHH Mortgage to be deposited back into my escrow account. I have contacted the mortgage company multiple times to find the status of the refund, as I do not see it credited to my escrow account. The mortgage company states that the payment has not been received, but also that a third party company handles escrow accounts. With each contact I make to PHH, I am told that they are researching where the payment is. I have also contacted XXXX County Treasurer 's office, who state that the check was cashed. PHH has received the money, but seem to have lost it, and after multiple attempts to get assistance, it has been 7 weeks since the refund payment was sent, and PHH has yet to apply my money back to my escrow account.
Company Response:
State: WA
Zip: 989XX
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was injured and was put on XXXX therefore my income decreased and fell behind making payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44105
Submitted Via: Web
Date Sent: 2020-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have regularly paid additional money to my mortgage but the balance does not reflect this. I requested every transaction back in XX/XX/2020 but they never sent it. I called again today and spoke with agent XXXX # XXXX and he assured me that this time it will be sent. My loan service was sold by them to a new financial agency which is occurring very shortly ( end of 2020 ) and now I am concerned that this issue won't get resolved. In addition I am concerned about how they raised the price every single year, due to " escrow shortage. ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My lender is not helping me. They keep on denying my application and advising me that there's no option for me even a repayment option. I want to save my house but my lender is not helping me at all.
Company Response:
State: LA
Zip: 70115
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I refinanced my mortgage held by PHH Mortgage. After I completed this, on XX/XX/2020 I received an email acknowledging that the loan was paid in full and telling me that the escrow would be refunded to me within XXXX business days. On XX/XX/2020 ( XXXX business days after this message ) I called, and they told me that the mortgage was paid off on XX/XX/2020. They said the refund check was prepared on XX/XX/2020. They said the regulations meant that I would receive it within XXXX business days of XX/XX/2020. I disagree with what they asserted. I believe it should have been returned to me within XXXX business days of XX/XX/2020, or by XX/XX/2020. I have not received it as of that date.
Company Response:
State: WI
Zip: 530XX
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I refinanced our mortgage through XXXX XXXX. Shortly after ( before the first mortgage payment was due ), the servicing of the loan was transferred to PHH Mortgage Services. The first payment was due on XX/XX/2020. Upon attempting to make the payment, I noticed that PHH had the incorrect payment amount due. Their system is reflecting a payment of {$2000.00}. However all of our loan documents reflect the correct payment should be {$1400.00}. It is the principal and interest portion of the payment that reflects incorrectly. The loan is a conventional XXXX year fixed loan with a balance of {$250000.00} with a term of XXXX years and a rate of 2.75 %. I contacted them via phone on XX/XX/2020 and was told to send my loan documents and support to their customer care team via email. I did so on XX/XX/2020. As of today, XX/XX/2020 the information is still not correct and I am showing as delinquent on my mortgage. Since XX/XX/2020 I have since called them on XXXX separate occasions and each time am told that they have the documents I have sent and it is with their research team. I am then told to call back in a few days. I have received no answer, no estimated resolution time ( except for a XXXX business day response time which has long since passed ).
Company Response: Company believes complaint is the result of an isolated error
State: AZ
Zip: 85085
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The house was taken over by squatters for over 6 years and i could not manage to take all 13 squatters to court so myXX/XX/XXXXdaughter had to intervene and started court proceedings in XXXX so we manage to evict them in XX/XX/XXXX from the second floor but we still have squatters on the 3rd floor and rear flat in the build and still awaiting courts to re-open but i have start the process but due to Covid 19, my hands are tie so unable to process further. Also the squatters that were based on the second floor damage the property before eviction. However, XXXX tried to assist but due to the foreclosure they can not proceed and with Covid 19 i am unable to rent the property out. Now the court have set a date on the XXXX XX/XX/XXXX - Index number : XXXX etrack Supreme : XXXX XXXX XXXX vs XXXX XXXX. This is such a complex situation due to Mortgage and unable to make payment due to the squatters and not having access to the house for so long but i really hope you can assist me. My daughter ( XXXX XXXX ) has been helping me due to my age ( XXXX ) and ill health so its best to communicate through to her. She as Power of Attorney over this property. ( XXXX XXXX XXXX, XXXX XXXX, XXXX zip XXXX. Tel XXXX XXXX XXXX Please help me cause i do not want to loss my house but also feel helpless cause i have no assistance.
Company Response:
State:
Zip: 11435
Submitted Via: Web
Date Sent: 2021-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a principal reduction of XXXX through the HAMP program on XXXX XXXX. I requested this principal to be applied to arrears. I received a letter from PHH stating that this was a recast principal reduction which the lender offered XX/XX/XXXX, which is not true. In the hamp program I was suppose to receive XXXX yearly for the first five years of the modification program in XXXX, and than XXXX on the 6th year anniversary which I did receive the XXXX on XXXX XXXX. How could a principal reduction for a recast offered XXXX XXXX be applied before the offer. PHH is defrauding us where Ocwen left off. This XXXX was awarded through Ocwen HAMP Program it had nothing to do with a recast offer. Ocwen was sued in XXXX, XXXX for violating hamp program ( fisher-case ) by the dept of justice. Since I inquired to ocwen about why we did not receive the XXXX principal credit yearly PHH has twisted and turn the credit we received by ocwen around.
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A