Date Received: 2020-10-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Re : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Ca XXXX Loan no : XXXX PHH Mortgage Services have affected my credit report by reporting recent mortgage lates for XXXX and XXXX and now XXXX! This has caused significant damages for us to refinance our home and lower our payments and have the mortgage insurance removed.. We open escrow to refinance at a 2.875 % and an appraisal report has been paid however in order to close we need to receive a letter from PHH stating we were not late. Our current loan officer has emailed them 4 times trying to resolve this matter and also sent all necessary proof of cancelled checks all from XXXX thru XX/XX/2020 of mortgage payments. ALL paid on time. Please help us resolve this matter - we urgently need this done! We have attempted to resolve this issue 4 times without any success! Customer service keeps given the round around and impossible getting to a resolution. My husband and I are on our XXXX 's were this has cause us so much unnecessary tension and stress!
Company Response:
State: CA
Zip: 92509
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Approximately the 3 week of XXXX I received a letter stating that my mortgage has been sold from XXXX XXXX XXXX to PHH Mortgage Services. The change would take place as of XX/XX/XXXX. I then received my real estate tax bill shortly thereafter. Since it was so close to the end of XXXX I contacted PHH to ask how to handle the tax bill from my escrow account. I did not write down the woman 's name I talked to that day. She advised that I should send a copy of the tax bill to their tax department at the following address. PHH Attn : Tax Department XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX I mailed the tax bill the next day. XX/XX/XXXX I received a reminder of unpaid taxes from the Town of XXXX, NH. My taxes had not been paid from my escrow account. XXXX XXXX ~ XXXX XXXX, I called PHH customer service spoke with XXXX ID # XXXX. She advised that indeed it did not look like taxes were paid and elevated to a manager nad they would call me back in 24hrs. XX/XX/XXXX ~ XXXX XXXX I called PHH customer service again spoke with an XXXX XXXX ID # XXXX. I was told that they ( escalation managers ) have until the close of business day to call back. Explained to XXXX XXXX that my taxes had not been paid. She asked that I send a copy of the tax bill via email to XXXX I did that the same day ~ XXXX XXXX. XXXX XXXX advised she put in a request for the taxes to be paid immediately. I was told to check in 3 days to see if the taxes were paid and that PHH will also pay the penalty charges that were incurring. XX/XX/XXXX ~ XXXX XXXX Spoke with XXXX XXXX XXXX XXXX ID # XXXX Taxes have still not been paid but notes that escrow research was requested on XX/XX/XXXX. I asked to speak with a manager since I never received a call back from the XXXX XXXX call. I was then transferred to XXXX ( escalation manager ) ID # XXXX. Complained about not receiving a call back and was told they called me back at XXXX on XXXX and again on XX/XX/XXXX. No such calls were received by me or logged as a missed call. XXXX gave me his direct number to call with ext. XXXX x XXXX. XXXX told me that the taxes would be paid by the end of the month. Couldn't/would n't give me an exact date of when taxes would be paid other than the end of the month. XX/XX/XXXX Called the tax collector in XXXX, NH to ask if the taxes had been paid yet. I was told that no payment has been received. XX/XX/XXXX Checked my escrow balance at XXXX XXXX and no deduction was present for the tax bill. Called PHH at XXXX XXXX spoke with XXXX ID # XXXX. He advised that he would be reopening the case since the taxes were not paid. He said he would check on it Monday XXXX and call back by today XXXX. He advised that it would take up-to 48 hours for the taxes to be paid. He also told me I could call back and if he didn't answer I could press 2 to get to the next escalation manager. XX/XX/XXXX XXXX XXXX XXXX. Checked to see if the taxes have been paid and they have not. Tried calling PHH @ XXXX XXXX to XXXX 's direct ext. no answer. Pressed the 2 to get to the next escalation manager. I get a recording that the next manager availability is 0 minutes and then goes to dead air with no answer. I feel I have given this company ample time to correct the issue of my taxes not being paid.
Company Response:
State: NH
Zip: 034XX
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid my mortgage on Monday, XX/XX/2020 with a phone PHH mortgage representative as I have for the13 years. The representative took two electronic checks as opposed to just one from my checking account! After I contacted PHH on Tuesday, XX/XX/XXXX to request the second charge reversed, I provided them with the requested bank statement with the transaction history. I was led to believe this is all that was needed to get the issue resolved timely, but on Wednesday XX/XX/XXXX, I was told they needed to do research, and then they would send a check in about 10 business days, after the research was completed. I insisted the money be returned the same way it had been taken, electronically. After complaining, and being transferred to a dozen of agents, I was reassured the money would be returned electronically. I called every day from XXXX through XXXX to follow-up on the supposed wire, only to be told each day, the wire had been approved by the cash department, and was in process, but because I was assigned to an escalation manager, I had to speak with him to find out when the funds would be released to back to my bank. On Monday, XX/XX/XXXX, I was contacted by an PHH agent notifying me that the money was indeed being returned as a check, and had been mailed on XX/XX/XXXX. After PHH was contacted by the XXXX XXXX XXXX, PHH mortgage company lied to them, stating they explained to me their policy of returning checks in 10 business day, and they were not paying the requested interest on the money withheld for 10 business days. Finally, on XX/XX/XXXX I received a check from PHH that was mailed on the XXXX, but backdated to XX/XX/XXXX. On XX/XX/XXXX, I received an additional {$25.00} due to their negligence causing an large automatic draft to bounce. Although I strongly felt I was still entitled to the interest on the unauthorized money from my checking, I choose not to pursue anything else against them. However, on XX/XX/XXXX I received a letter from PHH dated XX/XX/XXXX stating, a payment which is currently automatically withdrawn from your bank account, has been returned from your banking authority for the reason stated below and could be subject to a return item fee up to {$50.00}, except where prohibited by law. First of all, my bank did not return any check to PHH, and secondly, my mortgage payment has never been on auto draft, and lastly, the reason below only stated, and written in this format Please refer to banking institution. you to make alternate arrangements. After not receiving the promised wire, my bank stepped in and loaned me the amount of the double payment. I provided PHH with proof of the loan and repayment of the loan, a composed a letter from my banker summarizing the nature of the loan, and contact information. I was contacted by a PHH agent on XX/XX/XXXX who stated that in spite of all the documentation I provided them with, and the fact that only one check for the extra payment was cut, no money has been applied to my XXXX mortgage. His comments were, one payment was cancelled, and one payment was returned. This mortgage company lost, stole, or misplaced {$580.00}. I am XXXX and on a fixed income. The loss of this substantial amount of money is causing me enormous amount of stress related issues.
Company Response:
State: CO
Zip: 80017
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was settled and discharged in the XXXX XXXX registry of Deeds. Based on a masslandrecords.com search today a " Corporate Assignment of Mortgage '' was filed on XX/XX/2020 by a company named XXXX XXXX XXXX - Ocwen.
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2020-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have a dispute with our mortgage company, PHH MORTGAGE SERVICES ( PHH ). We contacted PHH in either XXXX or XXXX and requested 3 months XXXX XXXX, XXXX, XXXX XXXX mortgage forbearance and it was granted. Thus, in XXXX we began paying our mortgage but only noticed in XXXX that it stated that our loan was delinquent. We contacted PHH mortgage and was told that our mortgage was deferred for three months and in XXXX we are expected to pay the 3 months mortgage {$5100.00} XXXX XXXX X XXXX ). We are now dumfounded by this illogical demand. The customer service representative then suggested the XXXX can be repaid over the next 6 months by paying an additional {$860.00} each month. We are totally unable to do so. PHH states on their website If you have been affected by the Coronavirus ( Covid-19 ) we will help you through this difficult times. Helping homeowners is What We Do. Knowing our income was being drastically reduced, we also contacted other financial institutions ( XXXX, XXXX XXXX, and XXXX XXXX Mortgage ) that granted us forbearances until XXXX and extended our loans by XXXX months. Our main income comes from veterans benefits, and our children ; both children became unemployed early XXXX.
Company Response:
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For the month of XX/XX/2020, only, I had no revenue from renting the spare room which covers my mortgage. I reached out to a charity organization and they paid {$550.00} of my {$700.00} XXXX mortgage payment the payment was received by PHH mortgage actually three days early and the rest of the payment of {$150.00} was received on XX/XX/XXXX, paid by myself. Instead of treating this as a normal on time payment that was sent in by two sources instead of one, they decided to take the {$550.00} and use it to pay a late fee of $ XXXX thats been on the account for 12 years. ( I will pay this $ XXXX fee on the back end since its not accruing interest or late fees. ). PHH has been aware of this for some time. Now is not the time for PHH to try to do a money grab. They also charged me another {$77.00} in new late fees for a the payment wasnt even late, yet. I asked them to make the necessary corrections but I see they have not done it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, Option One Mortgage Corporation, a California Corporation said they gave me a loan and were the lender on that closing day 's Mortgage, but were neither registered with the California XXXX XXXX or with any of the other 2 liscensing California Div. of XXXX XXXX or the XXXX XXXX XXXX XXXX. I do not believe XXXX was the source of those funds as an investor # XXXX has been claimed by Ocwen Loan Services of Florida. But other Servicing cos. such as Option One Mortgage Servicing, XXXX, XXXX XXXX, Ocwen Loan Servicing and PHH of Ohio are involved. Ocwen was named as a debt collector to me as both the Lis pendens filed for a court action in XXXX and in many letters filed back & forth to my home as a debt collector. Ocwen and all the other named companies never answered any questions about the right or authority to make any offers or modifications to any loan or for the rights to be XXXX or require pymts. to the m from me for a mortgage that did not have their name on it or any pother company on it than XXXX. So, I want to see the source of the funds on the wire transfer sheet for that day, XX/XX/XXXX.
Company Response:
State: KY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had been making payments on a mortgage loan against property that was originated fraudulently, but loan was in my husband 's name. I did not discover the new loan until husband died in XX/XX/2016. I continued to make payments but sued company XXXX XXXX and Ocwen Mortgage Servicing ). During the litigation Ocwen tried to stop accepting payments and rerouted all mail to the wrong address. In XXXX they started rejecting my payments for no good reason until the mortgage got behind several months. After the lawsuit when I called to check the status of the loan I was initially told that no one could talk to me about the account. Finally, after resubmitting information that I had already sent showing that I was the Executor they finally spoke to me. Now they have added late fees and started to threaten foreclosure without answering why they originally rejected my payments. Now it is approximately {$11000.00} behind and I can not catch up, however, they want me to pay the default and fees in full. I can not pay everything at once, but I do want to resume making reasonable payments since I never stopped making payments anyway. I believe this is harrassment and retaliation for suing Ocwen and not assuming this loan after my husband 's death.
Company Response:
State: GA
Zip: 30655
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
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: Good evening, To whom it may concern, I paid XXXX XXXX XXXX double mortgage payment for the month of XXXX. My account was recently transferred and my previous company sent XXXX XXXX a paid mortgage payment on their end and I paid a full payment in my end as well. When I spoke to a representative, they mentioned that the payment was in the principle account and would be transferred for my XXXX or XXXX payment. I was a new transfer to XXXX XXXX and received minimal assistance with my double mortgage payment issue. The representative mentioned that due to current COVID-19 policies, they would not report any late payments, especially since I already have the payment in the principle. They took a long time to transfer the payment and after numerous calls, the mentioned they there were delayed with servicing everyone. The late reporting on my credit report should have never occurred. I am disputing to have the report removed from my credit. XXXX XXXX has rendered the worst customer service since my mortgage was transferred to them. They were very slow to assist but reported a late payment after I was told that they would not have under COVID-19. My credit has dropped 80 points and I would really appreciate the assistance.
Company Response:
State: FL
Zip: 33442
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The paused my payment again just got their it straight made one payment XX/XX/2020 and submitted XX/XX/2020 put pause it ... '' our records show that you are to sen mortgage payments to Trustee '' Ms XXXX XXXX Phh .owcen ... I said I have nothing to this " Call your BK Attorney I said you took my payment XX/XX/2020 once you all straight out it ... well XXXX XXXX just yesterday put over XXXX loan in forebearnce didn't even contact borrowers.. due to our present financial position they just wont let you continue without drama
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A