Date Received: 2020-12-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from Phh morgage company that my escrow account was short a specific amount of money and I paid that amount in full guaranteeing me my morgage wouldnt go up. They cashed the check for that amount specifically. There was a due date by which the amount needed to be paid and it was and the check cashed. They allowed my payment but didnt apply it to my escrow and my morgage payment went up and I was guaranteed it wouldnt. They didnt apply to my escrow. They told me they couldnt discuss my morgage with me and why it went up. I told them the day they cashed that check the agreed to the terms and conditions of that contract. How can they not apply the funds in the contact I paid for specifically to my escrow account. My morgage went up .I want to know why they didnt honor the terms in their contract and liked my morgage account to be the correct amount and the money in my contract honored into my escrow. XXXX XXXX email XXXX.
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is my third complaint regarding XXXX XXXX/ PHH Mortgage. The complaint is two-fold : 1. ) In their previous responses to my complaints, they always mention that they never received the paperwork I need to send them in order to considered for a loan modification. I have always maintained that I have sent in said paperwork via USPS and by emailing the address that they include " for faster processing '' in the forms I've filled out on several occasions. I always wondered, '' if I'm sending it, why are they always saying they never received it? '' Recently, I decided to find out what might be going wrong by sending the paperwork via email with tracking. By tracking the email, I am able to see every time someone opens it, and I am also notified if the email is forwarded and shared with others. The results of my tracking experiment were very disappointing, but shed new light on the overall problem I've been having with my mortgage lender. Thanks to my email tracker, I am able to confirm that PHH MORTGAGE and XXXX XXXX have not opened ANY of the emails I sent them. It is important to mention that I am not just sending them to some random email address I found listed online, but that I am sending them to the email address ( XXXX ) that they put on the first page of the forms I've filled out and sent to them no less than 4 times. This explains why they claim to have never received this paperwork that would get the process of getting a loan modification or whatever kind of help I might qualify for. 2. ) The second part of this complaint is due to a confusing notice I received from my lender that said that they were notified that I had not been paying my tax bills that I know owed XXXX XXXX/ PHH MORTGAGE {$2000.00} that they paid for overdue taxes on my behalf in order to " protect our interest in your property. '' This is fairly straightforward, but the confusing part is when I log on to my the site I make my property tax payments on and look at my account, there is absolutely no record of any payment for {$2000.00} being made by my lender or anybody else. I now owe over {$3000.00}, so I don't know what my tax bill for {$2000.00} is claiming to have paid on my behalf and trying to collect money from me for.
Company Response:
State: CA
Zip: 92110
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We received a XXXX principal curtailment credit on XXXX XXXX.We requested this credit to be reversed and applied to mortgage arrears due to covid expenses and finances at the moment. In our complaintXXXX lenders letter dated XXXX XXXX reversed our principal in XX/XX/XXXXas letter stated. We are requesting the same for this XXXX earned principal curlailment since lender already set precedent.
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to PHH Mortgage on XX/XX/20. Since my mortgage was transferred I have never received a monthly statement from PHH Mortgage. I have called PHH Mortgage every month to get this fixed and have been told on numerous occasions that this has been fixed. I have even signed up for electronic statements to help this issue and have still never received even an electronic statement. I have never been given a straight answer as to why I am not getting statements either. I am lost as to what to do next and would love to have a new company as I do not trust this company to properly apply my mortgage payments.
Company Response:
State: KS
Zip: 66062
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX PHH Mortgage/Ocwen Case # XXXX XXXX XXXX | Sales Manager, Direct Lending Sales PHH Mortgage Corporation NMLS # XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX Toll Free : XXXX ext. XXXX Fax : XXXX XXXX www.phh.com Good Morning XXXX, This is my second complaint in less than 30 days from the original on XX/XX/XXXX. I am seeking relief and I want this email to go on record as a formal compliant against XXXX XXXX ( Sales Manager ), XXXX XXXX, XXXX XXXX, and XXXX XXXX who have been assigned to process my file which PHH/OCWEN Mortgage Company has continued to ignore regarding my request for assistance in processing my refinance request in a timely manner. On XX/XX/XXXX, I received a call from XXXX XXXX reviewing my application for a mortgage refinance I submitted over three months. During our conversation, she inquired about a deed for my timeshare, that was paid off in XXXX, that the underwriter was requesting. I stated to her that I have a copy of the deed which I can email to her, which I did. I simply told her no matter what I submit per the underwriter 's requests, he will request additional information which will further delay my loan. She promptly agreed. She assured me that she is working diligently to have my file completed and forwarded to the underwriter and not to worry. On XX/XX/XXXX, XXXX, I spoke to another processor ( name unknown ) and was told she received my application from XXXX XXXX XXXX This processor is now asking for the same documents I have submitted three times previously to different processors. The unknown processor stated that she was going to send me an email requesting the documents listed below and that she is anticipating a closing date XX/XX/XXXX. * Credit report confirmation on a new car purchase * Last two years proof of employment along with paystubs * XXXX income tax filing XXXX XXXX, Sales Manager, has not intervened or offered any support. I would really appreciate if someone other than the Sales Department of PHH /OCWEN would assist me in addressing my concerns. I can be reached via email or by cell XXXX. Cc. Consumer Financial Protection Bureau Congresswoman Eleanor Holmes Norton Department of Housing Investigative Unit, Department of Justice
Company Response:
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2020-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX my husband applied for a modification through the hamp program, he was approved for the modification, even though PHH, is dening he was approved ( i have the original paper work ). as part of the modification agreement Ocwen ( this was the mortgage at that time ), we were suppose to receive a credit towards the mortgage every month for 5 years of {$83.00} or 1/2 off the mortgage, whichever 2 were the lesser, we were also to receive a {$60000.00} forgiveness off the total mortgage of the loan, we did finally received the forgiveness money, after I inquired about it. my husband passed away in XXXX, and after going through some of the paperwork, I realized some the incentives were never done, so after the PHH the incentive of {$60000.00} was given ( I have the payment history statements from XXXX-XXXX ). but he issue still remains with the {$83.00} a month incentive was never give. PHH complaint is that we were late om our mortgage payments, which is not true, so we were not entitled to the incentive, if this true we would never received the {$60000.00} incentive ( this was done in 3 equal payments ) .I have on several occassions wrote to the research department about this issue, and have been denied each time, so if I can not get this matter resolved through this complaint department, then i will have to seek an attorney, please be aware that I am now the owner of the mortgage.
Company Response:
State: NJ
Zip: 07065
Submitted Via: Web
Date Sent: 2020-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-27
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: We had a first and second mortgage with GMAC and in XXXX we negotiated a loan modification on both loans. We were making payments on both loans at the time. In XX/XX/XXXX our first was moved to OCWEN Loan Servicing, LLC, which appeared to be in advance of GMAC closing. In XX/XX/XXXX we requested and received a second loan modification on our 1st mortgage through OCWEN. During this time, ( between XXXX and XXXX ) we stopped receiving statements concerning our second mortgage, we called GMAC and we were told our 2nd mortgage was written off by a GMAC representative over the phone? We continued making payment on our first, but were unable to locate or pay someone for our second so we assumed that this write-off was part of the XXXX loan modification. Since then our first has moved to XXXX XXXX and now XXXX XXXX, XXXX. We assumed that the write-off was true because the 2nd is currently not on my credit report, although the transfer of our first mortgage to OCWEN to XXXX to XXXX are all listed back to XXXX? We now understand a mistake was made by GMAC or us but being charged interest and penalties ( late fees ) for a loan that was not being serviced is unfair. We were surprised when several years later ( late in XXXX XXXX a company named XXXX XXXX, XXXX called about the 2nd mortgage and told them that GMAC told us that it had been written off and they stopped calling? Now - 2nd Chance Mortgage trying to collect on this old debt, sent one request to bring this debt current in XX/XX/XXXX and we responded in XX/XX/XXXX that we were under the impression that this loan was written off several years ago and their subsequent response in XXXX was " no '', and with that answer we received a notice of foreclosure within a few days. I hired an attorney to attempt to negotiate a remedy and they refused any offer to compromise on this debt. It appears 2nd Chance Mortgage uses this foreclosure technique to scare people to collect on these old debts and also collect on what they call accrued interest and penalties which they have not earned? It appears that 2nd Chance Mortgage has been lying in wait until property values improved and now are holding people like us hostage.
Company Response:
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2020-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX, as Trustee for XXXX XXXX XXXX XXXX Asset-Backed Pass- Through Certificates Series XXXX ( Plaintiff ) and Ocwen Loan Servicing ( Servicer ) failed to furnish Defendant documentation of the delivery an acceptance receipt from the originator to the sponsor, a delivery an acceptance receipt from the sponsor to the depositor, and a delivery an acceptance receipt from the depositor to XXXX XXXX XXXX XXXX XXXX XXXX XXXX as Trustee for XXXX XXXX XXXX XXXX XXXX XXXX Through Certificates XXXX XXXX, including all Notes that should have been properly indorsed each time they were transferred. For the foregoing reasons, I ( the Defendant ) demand documentation of this time-barred debt from Plaintiff, servicer and XXXX and XXXX attorneys. Most detrimental to the lost of my property XXXX XXXX XXXX, XXXX, PA XXXX ; XXXX XXXX XXXX XXXX XXXX highlighted ), the Trust and mortgage servicer all have failed to furnish an authentic promissory note and the Trust Pooling and Servicing agreements for XXXX & XXXX, that should prove " standing '' for an eviction and foreclosure proceedings. Per the SEC filings, the " Attestation '' most recent filing was XXXX and not referencing XXXX XXXX XXXX XXXX.
Company Response:
State: NC
Zip: 27615
Submitted Via: Web
Date Sent: 2020-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I've seen no changes for the accounts that I have filed last month, I still see multiple 30-60 days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response:
State: MA
Zip: 02186
Submitted Via: Web
Date Sent: 2020-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-24
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: During XXXX I had a family emergency. As my brother was hospitalized and in a XXXX. I reached out to PHH mortgage and explained the situation with an account specialist and paid {$1000.00}. Some to carry over to XXXX. Upon this we made an agreement about payment option due to lack of work. ( On our mortgage agreement both my fiance and I are account holder. ) In XXXX we had another conversation about catching up in the month of XXXX. XX/XX/XXXX we made a payment of {$1500.00}. XX/XX/XXXX PHH stated my mortgage went up {$630.00}. I called and found out they wrongly placed our XXXX payment elsewhere. After 2 phone calls with 2 different agents they " found '' it. On our call the agents both admitted they reported it wrong to the credit agencies Which brought our account in good standing. My credit has dropped 156 points due to " XXXX '' being 30 days late. Which it was not. I have asked them to correct this. It has all been one big mess and now my credit is the one being hurt
Company Response:
State: NY
Zip: 129XX
Submitted Via: Web
Date Sent: 2020-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A