Date Received: 2020-09-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: What is this complaint about? Refusal by PHH Mortgage services ( PHH ) to evaluate my loss mitigation application stating I did not reached out to them six months before the Mortgage Ballon and their refusal to release the investor ( s ) related to the loan. What type of problem are you having? The PHH Mortgage Services Companys ( PHH ) refusal to look at, and properly review my application for a modification insisting that it should have been submitted six months before the ballon became due. However, when I reached out to PHH on XX/XX/2020, I was told that it was too early to determine any course of action and I should contact PHH in XXXX or XX/XX/2020. What happened? On XX/XX/2020, I received a letter from PHH dated XX/XX/2020. I placed a call to PHH on XX/XX/2020. I introduced and verified my identity and told the representative that I am calling about the letter I received on XX/XX/2020. Then I introduced my daughter, XXXX XXXX, and asked if she can speak on my behalf. The representative spoke with my daughter and I about my concerns. While speaking with the representative, my daughter asked that she would like to know what can be done if we did not have the lump sum amount that will be due on XX/XX/2020. She also asked if I would be qualified for a modification or refinance. The representative told us that it was too early to determine any course of action. Then my daughter asked, when it would be an appropriate time to reach out back to the bank. The representative told us we should reach out to them in XXXX or XX/XX/2020. My daughter wrote the months down so we can remember to reach out to the bank. A second letter was received on XX/XX/2020, dated XX/XX/2020, and I reached out to them on XX/XX/2020. The representative stated that PHH is a XXXX Company and that PHH will not be doing a modification. They suggested that we should speak to the refinance department, which they tried to transfer me over but they were having trouble with the connection. Every time they transferred us over, the phone would hang up. However, I called back PHH to let them know that the call did not go through and they transferred me again but the call still could not go through. The representative had given me the number for the refinance department XXXX XXXX XXXX XXXX which I also tried calling but could not get through to them. On XX/XX/2020 the same day, after trying to get the issues resolved with PHH with no clear direction, I reached out to XXXX XXXX for help in resolving the issues and they have been in contact with PHH on my behalf since then. On XX/XX/2020 XXXX sent a complete package to PHH for them to consider a modification on the loan so that it will give me time to pay the amount that is due. However, they did not even review the information that was sent, they automatically rejected the document because they stated that I did not reach out to them until after six months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11233
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage servicing rights of my 30 year conventional loan were recently transferred to PHH Mortgage. When I attempted to make my monthly mortgage payment online PHH tried to charge me a {$7.00} servicing fee. After contacting them on the phone I learned this fee is also applied to over the phone transactions. The only way not to incur a service fee is to pay by mail. This is the only mortgage servicer I have ever done business with who charges fees for online payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94901
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2020, I received a letter from PHH dated XX/XX/2020. I placed a call to PHH on XX/XX/2020. I introduced and verified my identity and told the representative that I am calling about the letter I received on XX/XX/2020. Then I introduced my daughter, XXXX XXXX, and asked if she can speak on my behalf. The representative spoke with my daughter and I about my concerns. While speaking with the representative, my daughter asked that she would like to know what can be done if we did not have the lump sum amount that will be due on XX/XX/2020. She also asked if I would be qualified for a modification or refinance. The representative told us that it was too early to determine any course of action. Then my daughter asked, when it would be an appropriate time to reach out back to the bank. The representative told us we should reach out to them in XXXX or XX/XX/2020. My daughter wrote the months down so we can remember to reach out to the bank. A second letter was received on XX/XX/2020, dated XX/XX/2020, and I reached out to them on XX/XX/2020. The representative stated that PHH is a Servicing Company and that PHH will not be doing a modification. They suggested that we should speak to the refinance department, which they tried to transfer me over but they were having trouble with the connection. Every time they transferred us over, the phone would hang up. However, I called back PHH to let them know that the call did not go through and they transferred me again but the call still could not go through. The representative had given me the number for the refinance department XXXX XXXX XXXX XXXX which I also tried calling but could not get through to them. On XX/XX/2020 the same day, after trying to get the issues resolved with PHH with no clear direction, I reached out to XXXX XXXX for help in resolving the issues and they have been in contact with PHH on my behalf since then. On XX/XX/2020 XXXX sent a complete package to PHH for them to consider a modification on the loan so that it will give me time to pay the amount that is due. However, they did not even review the information that was sent, they automatically rejected the document because they stated that I did not reach out to them until after six months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11233
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: PHH Mortgage Corporation ( " PHH '' ) has yet to provide me with a monthly mortgage statement for the payment declared due as of XX/XX/XXXX as required by law, 12 CFR XXXX et seq.. Recently, I received from PHH a statement dated XX/XX/XXXX that states that I failed to make a payment towards the subject account since XXXX and that said account has been in default as of XXXX XXXX. A true and correct copy of the XX/XX/XXXX statement from PHH is enclosed hereto as Exhibit A. I have repeatedly complained to this agency, and repeatedly complained to PHH as the predecessor to Ocwen Loan Servicing LLC ( " Ocwen '' ) with the latter being the predecessor to Litton Loan Servicing LP ( " Litton '' ) that the accounting history reflected within said statements is false because : ( 1 ) Litton accelerated my mortgage loan upon commencing the first of two foreclosure actions in the Superior Court of New Jersey on XX/XX/XXXX by complaint filed under Docket No. : F-34006-09 declaring a default as of XX/XX/XXXX, a true and correct copy of said complaint is enclosed hereto as Exhibit B ; ( 2 ) PHH, Ocwen, Litton and their respective agents are concealing ten ( 10 ) checks totaling {$15000.00} that were paid to and cashed by Ocwens / PHHs predecessor Litton starting with the payments demanded for XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX towards a trial modification, followed by payments made thereafter on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ( See Exhibit C enclosed hereto ), without Ocwens / PHHs predecessor Litton crediting said payments to the subject account ; ( 3 ) PHH, Ocwen, Litton and their respective agents are concealing three ( 3 ) checks totaling {$5100.00} that were paid for XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX and returned by Ocwens / PHHs predecessor Litton ( See Exhibit D enclosed hereto ) without any legitimate reasons or explanation. Furthermore, PHH and / or its agents are willfully failing to acknowledge and / or respond to my most recent qualified written request and debt validation letters dated XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX that were made pursuant to 12 U.S.C. 2605 ( e ) & 15 U.S.C. 1601 et seq. and 15 U.S.C. 1962 ( g ). The conduct complained of herein displays continued engagement by PHH and Ocwen in unfair, deceptive and unlawful practices in violation of the XX/XX/XXXX consent judgment entered in in Consumer Financial Protection Bureau, et al. v. Ocwen Loan Servicing, LLC, et al. ( Case No. XXXX ) and the consent judgment entered on XX/XX/XXXX in The State of Alabama, State of New Jersey , et al. v. PHH Mortgage Corporation ( Case No. XXXX ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76543
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I purchased a home in XX/XX/XXXX. PHH Mortgage was mortgage holder for prev owner. However, PHH Mortgage is still attempting to collect a debt on my property owed by prev owner. They are consistently sending bills and sending a man to my home on a monthly basis to " inspect '' my home. He is trespassing by going into my yard, driveway, porch and taking multiple pictures of my home. I am outraged that I have this strange man consistently coming on my property violating my privacy and taking pictures. I am at the point where I am going to reach out to law enforcement and provide this man 's photo and license plate for trespassing. The first time I caught this man on my property was XX/XX/XXXX when I saw him on my doorbell camera, I was extremely upset and concerned to see a man lurking around my home taking pictures especially since I have children. He never knocked or rang doorbell and by time I got outside he sped off and I was able to take a pic of his vehicle. Later my neighbors mentioned this is not the first time they have seen this strange man. The following month he returned again. I determined that it was related to PHH Mortgage 's inspection process so when I received an unsealed envelope with a mortgage statement inside I called XXXX on XX/XX/XXXX and spoke w XXXX ID # XXXX. I explained my concerns, and I was assured he would forward the information that I am the new owner for several years. I also advised him owner information is public and he could find it on the city and county website. I hung up with the promise that this would be stopped and he provided a phone number XXXX XXXX. On XXXX the man returned so I made another call to XXXX, and XXXX and spoke with XXXX ID # XXXX. I advised I spoke to XXXX he said that he knew him and that he and XXXX were both supervisors. I spent about 1 hour on the phone again and was reassured and promised this would not happen again. The same man returned today XX/XX/XXXX! I need this to stop immediately!
Company Response:
State: NY
Zip: 14216
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: PHH Mortgage Corporation ( " PHH '' ) has yet to provide me with a monthly mortgage statement for the payment declared due as of XX/XX/XXXX as required by law, 12 CFR 1026.41 et seq.. Recently, I received from PHH a statement dated XX/XX/XXXX that states that I failed to make a payment towards the subject account since XXXX and that said account has been in default as of XXXX XXXX. A true and correct copy of the XX/XX/XXXX statement from PHH is enclosed hereto as Exhibit A. I have repeatedly complained to this agency, and repeatedly complained to PHH as the predecessor to Ocwen Loan Servicing LLC ( " Ocwen '' ) with the latter being the predecessor to Litton Loan Servicing LP ( " Litton '' ) that the accounting history reflected within said statements is false because : ( 1 ) Litton accelerated my mortgage loan upon commencing the first of two foreclosure actions in the Superior Court of New Jersey on XX/XX/XXXX by complaint filed under Docket No. : XXXX declaring a default as of XX/XX/XXXX, a true and correct copy of said complaint is enclosed hereto as Exhibit B ; ( XXXX ) PHH, Ocwen, Litton and their respective agents are concealing ten ( 10 ) checks totaling {$15000.00} that were paid to and cashed by Ocwens / PHHs predecessor Litton starting with the payments demanded for XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX towards a trial modification, followed by payments made thereafter on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ( See Exhibit C enclosed hereto ), without Ocwens / PHHs predecessor Litton crediting said payments to the subject account ; ( 3 ) PHH, Ocwen, Litton and their respective agents are concealing three ( 3 ) checks totaling {$5100.00} that were paid for XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX and returned by Ocwens / PHHs predecessor Litton ( See Exhibit D enclosed hereto ) without any legitimate reasons or explanation. Furthermore, PHH and / or its agents are willfully failing to acknowledge and / or respond to my most recent qualified written request and debt validation letters dated XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX that were made pursuant to 12 U.S.C. 2605 ( e ) & 15 U.S.C. 1601 et seq. and 15 U.S.C. 1962 ( g ). The conduct complained of herein displays continued engagement by PHH and Ocwen in unfair, deceptive and unlawful practices in violation of the XX/XX/XXXX consent judgment entered in in Consumer Financial Protection Bureau, et al. v. Ocwen Loan Servicing, LLC, et al. ( Case No. XXXX ) and the consent judgment entered on XX/XX/XXXX in The State of Alabama, State of New Jersey , et al. v. PHH Mortgage Corporation ( Case No. XXXX ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76543
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a HAMP loan modification mortgage with PHH ( owned by Ocwen ) but PHH has a division called XXXX that services the modification. In XXXX I opted to accept a recast offer. All was in order and I kept a copy of all documents I signed. My recast offer, approved and executed states I owe {$730.00} on XX/XX/XXXX Then {$780.00} XX/XX/XXXX on until maturity. However I received a letter dated XX/XX/2020 from XXXX Which states I owe {$860.00} XX/XX/XXXX Then and {$590.00} XX/XX/XXXX until maturity. This company continually makes gross errors in administration that appear to misinform the customers creating mass confusion and creating an unfathomable capacity to send in the WRONG amount, consequently resulting in default and foreclosure - loss of home by owner. PLEASE peruse documents attached and take whatever steps necessary for bank to provide ACCURATE UNDERSTANDABLE MORTGAGE DOCUMENTS THAT WILL NOT CONFUSE AND CREATE A SITUATION WHERE THE AMOUNT OWED IS SO AMBIGUOUS AND DIFFERENT ON DIFFERENT DOCUMENTS SO THE WRONG MORTGAGE PAYMENT AMOUNT MIGHT BE SENT! Furthermore although A name was provided of a person to contact there was no DIRECT email or DIRECT phone number to reach this person. Hence one spends hours trying to reach them only to be told call a number that is routed to XXXX or the XXXX where the customer service agents do not help but tell you they do not work for XXXX and can not connect you! It is absolutely criminal the way customers are COERCED into a wild goose chase to follow up with no contact made and no resolution able to come to fruition.
Company Response:
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan was with PHH/XXXX for servicing without a payment missed in 5 years. I was furloughed in XX/XX/XXXX due to COVID, submitted forbearance paperwork to PHH and was approved. started work again and needed more time to come back to full payment ability and was approved for temporary repayment on XXXX. I made the XXXX payment, was told PHH will contact me to manually make the payment for XXXX, no call came. Instead my loan was transferred to XXXX XXXX, another subsidiary collector of XXXX. My loan was reported delinquent which dropped my credit score over 100 points but was rectified by PHH. XXXX told me nothing would be available on new loan until appx. XX/XX/XXXX, when I called they had no idea about the payment plan, I emailed my letter from PHH that day. I followed up again the next week with the statement that they never received/not in file, and same until today. The document has been emailed to their servicing department with my loan # in subject line 2x at this point, faxed as well, and emailed to the 'designated rep '. I have yet to receive a confirmation of receipt, and an honoring of the approved repayment plan by PHH Mortgage. I am being prayed upon to make the full payment in all communications by the servicer, and this does not feel right. I am a borrower with a perfect payment history, placed on an approved payment plan due to being laid off during a global pandemic, and now I am being given the runaround by a subservicer.
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My Name is XXXX XXXX XXXX and I have a loan that is currently being serviced by PHH Mortgage with the loan number : XXXX, I started missing my payments on the mortgage in the month of XXXX of 2019 after my wife was hospitalized because of XXXX XXXX, and I started to get behind on my mortgage, and as the entire world is suffering from the severe hit of Coronavirus, I lost my Job in the month of XXXX, I applied for a loan modification from PHH in the month of XXXX and I was denied stating I cant be given a loan modification as no loan modification is allowed on my mortgage, I also tried speaking with the Relationship manager and supervisors at PHH asking them to give me a Repayment plan or a Forbearance plan, but I was told that they can't help me with any of those plans.
Company Response:
State: DE
Zip: 19720
Submitted Via: Web
Date Sent: 2020-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i was contacted by the mortgage company stateing that an error was made on the part of the company and they would add the amount of {$7400.00} then another amount of {$7500.00}, they stated property inspection fee, and certified mail cost, i am not clear as to why that would equal that amount. i asked for a line item, that reflected and showing an error of that large of an amount, please help me with the the process,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18103
Submitted Via: Web
Date Sent: 2020-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A