Date Received: 2020-11-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX PHH Mortgage/Ocwen # XXXX XXXX XXXX | Sales Manager, Direct Lending Sales PHH Mortgage Corporation NMLS # XXXX XXXX XXXX XXXX. XXXX XXXX | XXXX XXXX XXXX, FL XXXX Toll Free : XXXX ext. XXXX Fax : XXXX XXXX XXXX Good Morning XXXX, I am seeking relief and I want this email to go on record as a formal compliant against XXXX XXXX ( Sales Manager ) and PHH/OCWEN Mortgage Company, and their Direct Lending Sales Department. XXXX XXXX has failed to process my application XXXX in a timely manner. I applied for refinance loan in early XX/XX/XXXX and as of today my loan has not been approved and move to the next step in the closing process. I have provided and submitted all legal and requested documents to XXXX XXXX, my Loan Officer, who was very proactive in assisting me in processing my application and assuring me all necessary documents were submitted. As of XX/XX/XXXX I have not been scheduled for closing. On XX/XX/XXXX I received a call from another processor, XXXX XXXX, stating XXXX XXXX is no longer with the company and she has been assigned to my application. I was informed that XXXX XXXX was not aware of of XXXX XXXX departure. Ms. XXXX requested my last paystub and a letter verifying I no longer lived at XXXX XXXX XXXX XXXX XXXX. XXXX, XXXX. I told her XXXX XXXX XXXX XXXX is a rental unit that I moved out of 20 years ago. Never the less, on XX/XX/XXXX I submitted to XXXX XXXX my last paystub and a document stating I no longer live at the XXXX XXXX XXXX address. I have no idea what significance this has to the process and approval of my application. I have applied for refinance before and worked as a loan officer/processor during my career but have never asked an applicant to verify in writing a 20 year old address from their credit report. Is this a discrimination tactic used to eliminate applicants? I am at a breaking point with the " I'm sorry about the delay in processing '' from the Direct Sales Department, but sorry does not justify the three months delay or why I have not been scheduled for closing after I have submitted all requested legal documents. The sales manager was not aware her employee who was working on my application departed the company. I strongly believe this department should be reviewed for production errors as well as corporate codes of ethical conduct. I experienced similar unfair treatment with this lender back in XXXX when XXXX, along with XXXX XXXX XXXX, failed to process and denied my loan modification request which resulted in a class action suit. The courts, along with the Department of Justice, ruled in my favor to have the loan forgiven. I do not want to experience another nightmare with this company. During this COVID-19 pandemic it is important for organizations who are in position to work closely with the public by providing financial assistance and/or emotional assistance to be considerate and mindful of the decisions they make when it comes to others lives. I have gone over and beyond reasonable requirements by submitting all requested and legal documents to the loan officer, loan processor and the underwriter but I'm being asked to submit the same documents I submitted two weeks or two months ago all over again. On XX/XX/XXXX, I was told by my Loan Officer XXXX XXXX, there was no more additional information needed at this point. 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 XXXX XXXX XXXX Department of Housing Investigative Unit
Company Response:
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2020-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2020 PPH Mortgage Services XXXX. XXXX XXXX XXXX. XXXX, New Jersey XXXX Re : # XXXX XXXX XXXX XXXX XXXX, Ohio XXXX To whom it may concern : I am asking for forbearance on my loan # XXXX. I don't have work because of COVID -.19. I am not making an income. I do XXXX and XXXX XXXX, and people won't let me in their homes because of covid-19, even with a mask. Also, people are out of work and are not doing XXXX XXXX, therefore, I don't have any income. I have been struggling financially since XXXX of this year. I believe I should obtain a forbearance for 180 days. Under the CARES Act, it gives me the right to forbearance. I barely make enough money to pay for my utilities each month. I never imagined that I would be in this terrible financial situation. I dont like asking for help, but I do need your help, otherwise, I would be homeless. This is very humbling to me. Please grant my forbearance for 180 days. Thank you, XXXX XXXX XXXX Loan # XXXX XXXX XXXX XXXX XXXX, Ohio XXXX XXXX
Company Response:
State: OH
Zip: 43026
Submitted Via: Web
Date Sent: 2020-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: On XX/XX/XXXX, I signed a settlement agreement with PHH Mortgage to voluntarily vacate a rental property located at XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX, by XX/XX/XXXX. The settlement agreement stipulated To the extent permissible by applicable law, PHH shall remove all negative reporting entries regarding the subject loan number XXXX from Borrowers credit report. In XX/XX/XXXX, PHH reported the following negative information on my XXXX credit file : PHH Mortgage XXXX XXXX Balance : {$410000.00} Date of Last Payment : XX/XX/XXXX Past Due Amount : {$91000.00} Account Status : 120+ DAYS PAST DUE PHH Mortgage has not only breached the settlement agreement, but have caused compensatory and general damages. I was in the process of refinancing the loan on my principle residence in order to regain financial stability when PHH Mortgaged reported foreclosure activity on my credit file. As a result of the negative reporting, I have been denied a refinance because of the foreclosure activity on my credit file and it has greatly impacted my credit score negatively. My credit score has decreased by 79 points because of the foreclosure activity reported on my credit file. It was critical for me to refinance my home because I lost income due to COVID. More importantly, it was critical for me to refinance my home in order to continue to support XXXX children who are in College and dependent upon me for their college tuition and housing. My childrens college tuition and housing was jeopardized when I was denied a refinance. My family and I have been seriously impacted financially because PHHs actions and breach the settlement agreement. I have filed 2 disputes with XXXX with an effort to get the foreclosure activity removed from my credit and PHH Mortgage responded to the dispute by verifying that the current status if being reported correctly. PHH has verified to XXXX that the prior paying history is being reported correctly. I have also attempted to get this matter resolved by contacting your Loss Mitigation and Customer Resolution Departments and no one can or will assist with resolving this issue. Attached to this letter is the settlement agreement and a copy of 2 letters from XXXX with the dispute results. Lastly, PHH Mortgage have failed to remove my name from title of the subject property and have pushed out the sell date to XX/XX/XXXX. This is the second time the sell date has been pushed out. Im inundated with phone calls from mortgage rescue companies inquiring about the subject property, which has caused unnecessary aggravation and stress.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92880
Submitted Via: Web
Date Sent: 2020-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Phh has violated my homeowners rights by not providing a single point of contact for a loan modification that I have applied for twice and sent them all the paperwork that they asked for 3 times.I have even made an appt with the relationship manager to talk over the phone and when the day arrived it still assent the lady who was assigned to my case. I am feeling thAt all hope is lost
Company Response:
State: CA
Zip: 95945
Submitted Via: Web
Date Sent: 2020-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: While I was in a Loan Modification PHH held back 6 months of payments. While holding those 6 months of payments they charged me late fees. After filing with CFPB about holding those payments PHH credited my account for some late fees. PHH just reversed late fee credit in the amount of {$310.00}. PHH continues to make mistakes on my loan. I can not even reconcile my loan totals, reserve totals or late fee charges or credits.
Company Response:
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH mortgage purchased the mortgage servicing from Ocwen but did not pay the ground rent payment. PHH mortgage doesn't know what a ground rent is or what to do with it. The new ground rent owner has filed for an ejection of my house even though I have always paid my mortgage is on time. When I purchased my home XXXX XXXX XXXX in 2009 the ground rent payment was included in the payment. PHH mortgage is charging me {$140.00} a month but now applying to the ground rent. There is a lot of money in the escrow account. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Md. XXXX PHH Mortgage loan # XXXX
Company Response:
State: MD
Zip: 21206
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My Father in law is attempting to get a Deed in Lieu of Forclosure form from PHH. They refer him to their website. He is an elderly XXXX veteran, and has not been able to successful navigate the electronic system to get the form. I contacted PHH customer service to see if there was any other method thye could get the form to him. They replied they needed the loan number and full address, which I then provided, along with mentioning that I am not asking them to send anything to me, but to him, who is on record with them as requesting the documentation. Their response was to inform me that I am not authorized to receive any information on this account. I have replied to them that I am not asking to receive any information, but that this customer, being elderly and XXXX can not navigate the only system they are offering, and can not properly communicate this need for other accommodations to them. They only need to mail the form to the person and address they already have on record as needing this form and are refusing to do so.
Company Response:
State: IL
Zip: 609XX
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Before pursuing a lawsuit, I have decided to let you pursue the issue. The mortgage on my property was paid in full in XXXX of XXXX. As of this writing ( date : XX/XX/XXXX ) there has been no reply from PHH Mortgage to send the " paid in full '' loan documents to me, as required by the original contract. They have " THUMBED THEIR NOSES '' at me, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX County Clerk, title company, etc. PHH Mortgage is a solid FFFF with the XXXX XXXX XXXX, so I have not bothered to contact them for help. PHH Mortgage IS responsible for returning the ORIGINAL DOCUMENTS!!! They purchased the loan from the credit union, without my consent. I spent nearly 30 years paying off the mortgage, now I am demanding what I agreed too when the loan documents were originated.
Company Response:
State: OR
Zip: 973XX
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage Services XXXX. XXXX XXXX XXXX, NJ XXXX has been lying to me about them paying my property taxes since XXXX. They claimed they paid the property taxes on XX/XX/2020 with check number XXXX for the amount of XXXX. The tax office Main Office Phone : XXXX XXXX XXXX Tax Department Phone : ( XXXX ) XXXX has been telling me since XX/XX/2020 no taxes has been paid. Phh Mortgage has increased my mortgage loan from {$530.00} mortgage loan and insurance to {$1900.00} to cover taxes they claim they have paid. I have continued to pay my regular loan payment but they will not post the payment to my account they keep lying to me and insisting I pay the XXXX for 18 months they have paid the property taxes. They have set up the website Phhmortgage.com where I can only pay the XXXX with no option to pay a different amount. I have to use my Bank bill paying service I get confirmation from my Bank but payments are not being posted to my mortgage. When I call Phh mortgage they received the payment but want XXXX is their I should pay for a mistake they have made this has been going on since XXXX with no response from PHH mortgage. Phh Mortgage don't sent out monthly statement email nor regular mail I complain about this all the time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 757XX
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX - 7 months into a wrongful foreclosure lawsuit i was tricked by phh mortgage services when i requested the latest escrow analysis documents to my home and phh sent them over using cyber security software known as XXXX that is basically cyber security software that allows employers to run analytics or spy on their employees. But its meant to be used inter organization. This can easily be confirmed in a number of ways. The way i did, was just by XXXX and looking up the company and then reaching out and calling them where they did just that, confirmed it was meant for inter organization use, eg employers and employees only. Problem is i am not their employee but when I clicked off the arbitrary agreement i was made to do in order to view these requested docs. it gave Phh a direct line out to me where they could illegally and without my authorization run analytics on me in an effort to determine if I know of the engineeered mortgage servicer fraud scheme they have going on over there that illegally foreclosed on me a total of 3 times last year even selling off my home on XX/XX/XXXX until they were made to rescind the sale and place mortgage back where rightfully belongs, with me. Once they had access to laptop they got in my phone because it was synced or is using the same network, or using the phone as a hotspot or some other way but no matter what, even if i factory reset the phone like ive done already, which XXXX has record of me calling in and doing this, they think its ok to just come right back and remote in. At one point they took over my phone until i called up there to the offices at phh or XX/XX/XXXXXX/XX/XXXXor what evr they call themselves this time and let them know i am someone with XXXX, and they are infringing on my right to seek legal representation against them, on my right to work since i need my phone to do so and are breaking a number of laws. They let up after that but are still here. Their presence cant be hidden when you know what to look for. Every page i back out of you see it take an unauthorized snapshot and there are other ways you can tell they are still in my phone. This is how they do it, you know. Its noted how we homeowners are told how we dont want to go up against these banks and mortgage companies and how they know anything and everything about us because they have all the money and the power and can pay to know all your transactions and everything about you to make it seem as if they are XXXX. Yea well, easy to do when you trick someone to let you waltz right in where all the information is right there at your fingertips. Please Inform other homeowners, if they ever accepted encrypted documents by phh through forcepoint or any other cyber security software that they may not remember but most likely had to click off some kind of agreement like when signing up for a credit card the 1st time to see those docs. then they need to go back to that original email and disconnect because they to are in jeopardy of having whats happening to me, happen to them. This company should not have any contact with me whatsoever, especially after all theve done to me this past yr. I cant believe they actually think its ok to still hold me down like this, knowing i have no family, no friends, am XXXX and am basically the perfect candidate for them to even do this to. That shows what type of people and company they are. Proof? Thats easy to provide but really, its not that someone could get hacked like this that should be the question. A quick XXXX search should show anybody using the internet or Wi-Fi can be hacked if someone really wanted to hack them. The real question is what would a XXXX dollar company want with someone like me, a washed up accountant, illegally foreclosed on 3 times last year, home stolen out from under him and sold off, family left as a result of, etc? What could I possibly know that they would go to such great lengths to cover up, where they just poof, made the lawsuit i had on them disappear, where they just outright satisfied the note on my house and offered it to me, a note that i may add according to them and my last invoice received, was XXXX delinquent on payments? The answer : comes in the next complaint. 1st i need them off and out of my phone, laptop, and whatever else they got in of mine and are using to intrude on me.
Company Response:
State: TX
Zip: 78223
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A