Date Received: 2020-09-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I see multiple 30 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: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02186
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: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX - Call PHH mortgage to refinancing my home due to my husband was let go from his job and my household income reduced 50 % and we are on strict budget to keep up with our expenses. This is a very simple and straight forward refinancing without cash withdrawal but just to reduce monthly payments with reduced interest rate. XX/XX/XXXX - Applied for refinancing on my primary residency home XX/XX/XXXX - Start working with loan processor XXXX XXXX XXXX, PHH Mortgage, XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, FL XXXX Tel : XXXX XX/XX/XXXX - My refinancing loan was approved with additional questions were requested via email XX/XX/XXXX - Feedback with my answers XX/XX/XXXX - Call the loan processor for an updated but no answer and I left an voice message XX/XX/XXXX - XX/XX/XXXX - Called several times in the next few days but no call back. Another loan processor answered and kept me on hold for 30 minutes and hung up on me XX/XX/XXXX - Spoke to a different loan processor and request to escalation and she acknowledge it XX/XX/XXXX - Called PHH again and another loan processor answer and put me on hold for more than30 minutes. t 's so frustrating and disappointing that the company perform a such a bad service while we need the most help from them to keep us out of debt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 03102
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: Trouble during payment process
Subissue:
Consumer Complaint: Phh Mortgage did remove the ex husband name and sent me the proper mortgage mod papers to sign and notarize and send back. I did my part and sent back first week of XX/XX/XXXX..they were due by XXXX XXXX..was just on the phone trying to find out when it will be completed and transferred over to new lender!! No one can really tell me anything but just to speak to a Relationship manager specialist, which seems useless when they are never available, and have to call me back. So I play phone tag and the process repeats. I need to get my loan mod in the system and transferred over to new lender so new lender knows what is going on as they don't! All this went down when loan was being transferred, this is not my fault, this is the lenders. Can someone please get this mess figured out and get my correct loan info updated into system now with XXXX XXXX, so my account can show current and new payments, interest rate etc is correctly updated in the system. I'm starting to feel like some serious fraud is going on here.
Company Response:
State: MO
Zip: 63052
Submitted Via: Web
Date Sent: 2020-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage Corporation purchased my mortgage from XXXX XXXX in XXXX of XXXX. I had my monthly payments to XXXX set up on auto-payment and never received a letter of transfer when the mortgage was sold to PHH. I received no notification of late payment from PHH ( no letter, no phone call ), nor any communication from XXXX, and XXXX clearly failed to forward my auto-payment to PHH. In XX/XX/XXXX, I was notified by a credit-watch program that my credit had a delinquency, which is how I discovered the mortgage had been sold to PHH. At that time, XX/XX/XXXX, I paid the balance in full and updated the auto-pay to PHH. Payments have been on-time ever since. During these difficult times of COVID, you would think PHH would be grateful to have a steady customer who pays their mortgage on time each month. Given this error of receiving no notification of transfer, my perfect credit has now taken a tremendous hit, which is significantly and negatively impacting my ability to obtain new leverage.
Company Response:
State: CA
Zip: 92116
Submitted Via: Web
Date Sent: 2020-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: PHH Mortgage Service is reporting the account is included in Bankruptcy XXXX even though the account is paid in full and closed. made multiple requests to the bank and the credit report agency 's but none of them are interested to help in this matter. Now when i am applied for a new mortgage loan the underwriter pointed out that there is a fore-closure home loan on my report which should be an paid and closed account. Because of this reason i am being denied a loan and will be without a roof if i am unable to close the new mortgage loan by XX/XX/XXXX. I request to take this matter highly and help me to resolve this issue at the earliest.
Company Response:
State: CO
Zip: 80233
Submitted Via: Web
Date Sent: 2020-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a FHA mortgage, the servicer is PHH Mortgage Services, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX. I requested a COVID-19 Forbearance on my mortgage, I was told that I was given a FEMA Forbearance plan. I requested an extension of the FEMA Forbearance plan by email on XX/XX/XXXX and was sent an email on XX/XX/XXXX denying my request for an extension of the FEMA Forbearance plan ( " Please be advised that the account does not qualify for the COVID19 Forbearance Plan due to the account status '' ) because of the status of the loan, and was told by PHH that my FEMA Forbearance plan would not be extended after XXXX XXXX. On XX/XX/2020 I emailed a request to PHH Mortgage to reconsider my request for FHA COVID-19 Forbearance because I have an FHA Mortgage and to reconsider my request for an extention. I was denied. I requested an email with the reason for their denial because based on SEC. 4022. FORECLOSURE MORATORIUM AND CONSUMER 5RIGHT TO REQUEST FORBEARANCE. 13 ( b ) FORBEARANCE. 14 ( 1 ) IN GENERAL.During the covered period, a 15borrower with a Federally backed mortgage loan ex-16periencing a financial hardship due, directly or indi-17rectly, to the COVID19 emergency may request 18forbearance on the Federally backed mortgage loan, 19regardless of delinquency status, It is my position that my request for FHACOVID-19 Forbearance should have been granted. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60619
Submitted Via: Web
Date Sent: 2020-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Dear CFPB, In XX/XX/XXXX, due to unemployment issues, a mortgage account I held with Ocwen Loans was charged off. The account was sold in XX/XX/XXXX to a company called XXXX XXXX. At that time, I was instructed by Ocwen that they no longer held or managed my account and that all payments were to be made to XXXX. Since, I have been making payments and my account is current with XXXX. Last month ( in XXXX ) when reviewing my XXXX credit report ( See Attached Credit Reports ), I noticed a new, additional charge off noted on my Ocwen acct for XX/XX/XXXX. This month ( XXXX ) two new charge offs were noted for XXXX and XX/XX/XXXX. This is a problem as this account was closed and sold my Ocwen in XXXX XXXX and, up until recently ( as per consumer law ) has not been reported on by Ocwen. Seeing this, I immediately submitted disputes with all three credit bureaus ( See Attached XXXXXXXX report # XXXX, I currently do not have copies of the other two bureaus reports ). I then wrote an email to Ocwen Loans on XX/XX/XXXX, ( See Attached XXXX email ) detailing my concern and asking for an investigation and correction. I received a response on XX/XX/XXXX stating that they could not find a record of my acct. ( although I had already explained that it had been closed ) and to write to their Research dept. The next day, I faxed a letter to their Research dept ( See Attached XXXX letter ). Additionally, I sent another email stating that I had sent a request to Research. To Note : When first searching for an email address for Ocwen, I visited their website ( ocwen.com ) and learned that Ocwen was requesting that all mortgage correspondence and/or inquiries be directed to a company called PHH ; there is a link on Ocwens website directing mortgage users to PHH 's website ( www.mortgagequestions.com/main ). On PHHs site, I submitted an online form requesting assistance. I also called and spoke with their customer service dept. and this is where I first obtained PHHs direct email address. As it has been almost two months of phone calls, emails, faxes, and back and forth with Ocwen and PHH, I can not detail all my communications but, I have provided attachments of my many emails and letters sent to both companies. Also, below is what has been happening over the last several weeks. On XXXX XXXX ( See attached XXXX email ) I received an email response which stated that someone from PHHs Research Dept. would contact me in 10 business day but, no one ever did. On XXXX XXXX I received yet another email that someone from their PHHs Escalation Dept. would call me in 2 days but, again, no one ever did ( See attached XXXX email ). On XXXX XXXX, I sent yet another email to PHH and to their Escalation Dept. ( See attached XXXX email ) explaining that no one had called me from PHH or from their Escalation Dept., I received no response from PHH. At this point, Ive been bounced around to various depts between the two companies, with no result. Ive explained and re-explained the issue I need help with and, as of yet, have received no resolution. I believe Ocwens/PHH new entries of charge-offs on my credit report are in error. In an original creditor sold the debt to a collection agency, then according to fair credit reporting practices, it should not continue to report a balance owed. Thats double the damage and is not permitted. It, effectively, re-ages the account and would begin the entire 7-year notation cycle at each new entry. Additionally, it is reporting inaccurate information. PHH reporting that my account is delinquent and or overdue is simply wrong. My account is not overdue with XXXX and is current and in repayment. I have notified and requested from Ocwen, PHH and all three reporting agencies a review and/or correction. As is evident from my attachments to this complain, Ive sent numerous emails, made multiple phone calls, written many letters in an attempt to notify all of the situation and to request review and correction. Ive exhausted all avenues to resolve this matter on my own and urgently need your help. I believe part of this is simply lack of concern on PHHs end. They are quite aware of the possible damage their error could cause my credit and financial status. Its illegal for a company to knowingly continue to report inaccurate data to a consumers credit report. Yet, this is what PHH appears to be doing. I checked my credit report a week ago ( See Attached " XXXX XXXX XXXX XXXXXXXX '' ), and my credit score has dropped over 60 points since before PHHs XXXX, XXXX and XXXX notations of charge-offs on my acct ( See Attached pdfs : " Before PHH entries '' and " After PHH entries '' ). I believe PHHs reporting plays heavily in this credit score drop. Before PHHs entries, my credit score with XXXX was XXXX, with XXXX XXXX, with XXXX XXXX. Now, both my XXXX and XXXX scores are below and at XXXX. In addition, I was recently denied a loan. The denial stated that this was partly due to recent delinquent accounts. I have no delinquencies other than what has been noted by PHH/Ocwen. If you could help me achieving the below corrections and results, I would be extremely appreciative. PHH and Ocwen and or affiliates : 1. Remove the entries from XXXX, XXXX and XX/XX/XXXX from my credit report. 2. Cease and desist current and any future reporting on this account and credit report. 3. Update balance as {$0.00} owing as they have been fully paid for this account and I have no balance. 4. As a good will gesture to help balance damage caused to my credit, remove the original charge off from XXXX XXXX. 5. Provide compensation, as per Consumer Protection law, of {$1000.00} for each entry in error XXXX XXXX, XXXX and XXXX ) reported to my account ( See attached credit reports ) and/or other compensation. 6. Send a letter to each three credit bureaus, explaining the error in their reporting and include a formal request to remove these and any subsequent errors and to ignore subsequent, future reporting on this account. 7. Most importantly, as XXXX XXXX, per their policy, will not be reporting on this account until fully paid, prevent any retaliatory action by PHH/Ocwen to initiate or pressure XXXX to report this account. As to my request for compensation, as I noted above, PHHs erroneous reporting has caused significant damage to my credit and finances. It has cost me significant time, stress, and worry, on top of financial loss of a loan. With companies that seem to have so little regard for their actions, I believe the only real recourse to affect change and make these companies follow the low, is by affecting them financially. I believe compensation as per the consumer protection laws is appropriate in my case. I urgently need help resolving this matter. Ive worked hard over the years to improve my credit and meet my financial obligations and become a better consumer. I am disheartened and frustrated that PHHs and Ocwens mistake and disregard for their obligation of fair reporting, has marred my credit. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 94590
Submitted Via: Web
Date Sent: 2020-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Dear CFPB, XXXX XX/XX/XXXX, due to unemployment issues, a mortgage account I held with Ocwen Loans was charged off. The account was sold in XX/XX/XXXX to a company called XXXX XXXX. At that time, I was instructed by Ocwen that they no longer held or managed my account and that all payments were to be made to XXXX. Since, I have been making payments and my account is current with XXXX. Last month ( in XXXX XXXX when reviewing my XXXX credit report ( See Attached Credit Reports ), I noticed a new, additional charge off noted on my Ocwen acct for XX/XX/XXXX. This month XXXX XXXX XXXX two new charge offs were noted for XXXX and XX/XX/XXXX. This is a problem as this account was closed and sold my Ocwen in XXXX XXXX and, up until recently ( as per consumer law ) has not been reported on by XXXX. Seeing this, I immediately submitted disputes with all three credit bureaus ( See Attached XXXX report # XXXX, I currently do not have copies of the other two bureaus reports ). I then wrote an email to Ocwen Loans on XX/XX/XXXX, ( See Attached XXXX email ) detailing my concern and asking for an investigation and correction. I received a response on XX/XX/XXXX stating that they could not find a record of my acct. ( although I had already explained that it had been closed ) and to write to their Research dept. The next day, I faxed a letter to their Research dept ( See Attached XXXX letter ). Additionally, I sent another email stating that I had sent a request to Research. To Note : When first searching for an email address for Ocwen, I visited their website ( ocwen.com ) and learned that Ocwen was requesting that all mortgage correspondence and/or inquiries be directed to a company called PHH ; there is a link on Ocwens website directing mortgage users to PHH 's website ( XXXX ). On PHHs site, I submitted an online form requesting assistance. I also called and spoke with their customer service dept. and this is where I first obtained PHHs direct email address. As it has been almost two months of phone calls, emails, faxes, and back and forth with Ocwen and PHH, I can not detail all my communications but, I have provided attachments of my many emails and letters sent to both companies. Also, below is what has been happening over the last several weeks. On XXXX XXXX ( See attached XXXX email ) I received an email response which stated that someone from PHHs Research Dept. would contact me in 10 business day but, no one ever did. On XXXX XXXX I received yet another email that someone from their PHHs Escalation Dept. would call me in 2 days but, again, no one ever did ( See attached XXXX email ). On XXXX XXXX, I sent yet another email to PHH and to their Escalation Dept. ( See attached XXXX email ) explaining that no one had called me from PHH or from their Escalation Dept., I received no response from PHH. At this point, Ive been bounced around to various depts between the two companies, with no result. Ive explained and re-explained the issue I need help with and, as of yet, have received no resolution. I believe Ocwens/PHH new entries of charge-offs on my credit report are in error. In an original creditor sold the debt to a collection agency, then according to fair credit reporting practices, it should not continue to report a balance owed. Thats double the damage and is not permitted. It, effectively, re-ages the account and would begin the entire 7-year notation cycle at each new entry. Additionally, it is reporting inaccurate information. PHH reporting that my account is delinquent and or overdue is simply wrong. My account is not overdue with XXXX and is current and in repayment. I have notified and requested from Ocwen, PHH and all three reporting agencies a review and/or correction. As is evident from my attachments to this complain, Ive sent numerous emails, made multiple phone calls, written many letters in an attempt to notify all of the situation and to request review and correction. Ive exhausted all avenues to resolve this matter on my own and urgently need your help. I believe part of this is simply lack of concern on PHHs end. They are quite aware of the possible damage their error could cause my credit and financial status. Its illegal for a company to knowingly continue to report inaccurate data to a consumers credit report. Yet, this is what PHH appears to be doing. I checked my credit report a week ago ( See Attached " All three Credit XXXX '' ), and my credit score has dropped over XXXX points since before PHHs XXXX, XXXX and XXXX notations of charge-offs on my acct ( See Attached pdfs : " Before PHH entries '' and " After PHH entries '' ). I believe PHHs reporting plays heavily in this credit score drop. Before PHHs entries, my credit score with XXXX was XXXX, with XXXX XXXX, with XXXX XXXX. Now, both my XXXX and XXXX scores are below and at XXXX. In addition, I was recently denied a loan. The denial stated that this was partly due to recent delinquent accounts. I have no delinquencies other than what has been noted by PHH/Ocwen. If you could help me achieving the below corrections and results, I would be extremely appreciative. PHH and Ocwen and or affiliates : 1. Remove the entries from XXXX, XXXX and XX/XX/XXXX from my credit report. 2. Cease and desist current and any future reporting on this account and credit report. 3. Update balance as {$0.00} owing as they have been fully paid for this account and I have no balance. 4. As a good will gesture to help balance damage caused to my credit, remove the original charge off from XXXX XXXX. 5. Provide compensation, as per Consumer Protection law, of {$1000.00} for each entry in error XXXX XXXX, XXXX and XXXX XXXX reported to my account ( See attached credit reports ) and/or other compensation. 6. Send a letter to each three credit bureaus, explaining the error in their reporting and include a formal request to remove these and any subsequent errors and to ignore subsequent, future reporting on this account. 7. Most importantly, as XXXX XXXX, per their policy, will not be reporting on this account until fully paid, prevent any retaliatory action by PHH/Ocwen to initiate or pressure XXXX to report this account. As to my request for compensation, as I noted above, PHHs erroneous reporting has caused significant damage to my credit and finances. It has cost me significant time, stress, and worry, on top of financial loss of a loan. With companies that seem to have so little regard for their actions, I believe the only real recourse to affect change and make these companies follow the low, is by affecting them financially. I believe compensation as per the consumer protection laws is appropriate in my case. I urgently need help resolving this matter. Ive worked hard over the years to improve my credit and meet my financial obligations and become a better consumer. I am disheartened and frustrated that PHHs and Ocwens mistake and disregard for their obligation of fair reporting, has marred my credit. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 94590
Submitted Via: Web
Date Sent: 2020-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In order to keep track of my mortgage payments to PPH Mortgage Services ( PPH ), a/k/a XXXX, I send my payments by USPS 2-mail with tracking. My monthly mortgage is {$760.00}. On XX/XX/2020 at XXXX XXXX I call PPH to see why my payment for has not been applied to my account and PPH claim that they have not received my payment. After a 30 minute phone call with the customer service rep and explaining that I had tracked my package as being received by PPH on XX/XX/2020, the rep still did not have an answer for me regarding my XX/XX/2020 payment. The rep also told me that I could not send one check for payment that I needed to send 2 separate checks for payment since I have a split mortgage. I requested something in writing and has not received anything as of yet. The next morning XX/XX/2020, payment for {$760.00} had cleared my account overnight. It is now XX/XX/2020, I called PPH to inquiry about XX/XX/2020 payment which was received by PPH on XX/XX/2020. The customer service rep informed that I need to send it to the PO Box . I informed the rep that I have been sending my payment overnight via XXXX to the same address since last year. I switched to the postal service with tracking in XX/XX/2020 due to working from home. I have until the XXXX of each month before a payment is late and I have never had a problem sending my payment to the business address. ( See attachment. )
Company Response:
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX was made through XXXX XXXX Mortgage. The servicing of the new mortgage is now being handled by PHH Mortgage. XXXX XXXX told me this via a letter. I never received a welcome letter or even a bill from PHH Mortgage. I have called them XXXX times. The first payment is due XX/XX/XXXX and I have no welcome letter, no bill, no way to pay because the website doesn't give me a way to pay the bill. Again, the website does not show any bill or a way to pay the bill.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23229
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A