Date Received: 2020-09-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We requested and received a mortgage forbearance due to the COVID crisis. After we were approved for the forbearance, we contacted PHH Mortgage ( our mortgage finance company ) to discuss repayment options for the forbearance amount. Despite of telling the company that we were unable to make a lump sum payment at the end of the forbearance, PHH has refused to offer any other options such as placing the forbearance amount on the end of the loan or allowing us to pay it back over the remaining mortgage payments ( approx. 180 payments ). Therefore, we are reaching out to CFPB to see what other options are available.
Company Response:
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2020-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am furious that this second mortgage was not forgiven after the whole predatory lending fiasco in the early to mid XXXX era. Most second motgages were forgiven as part of a settlement however this loan was sold and improperly and fraudulently switched to seem as if it were a first loan, avoiding the forgiveness process. I have paid over {$100000.00} on a {$65000.00} second mortgage and now they want the entire balance of {$51000.00} paid by XX/XX/XXXX. This has to be illegal! I don't want to pay them another dime and want this loan forgiven and all that I have paid to them refunded to me. The current company, which is probably the fifth, is XXXX XXXX ( PHH ) and the account number is XXXX. XXXX XXXX XXXX, XXXX. XXXX, NJ XXXX. Tel - XXXX. I have made numerous attempts to deal directly with the bank however with all of the changes in the companies, who can keep explaining this to non caring individuals.
Company Response:
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2020-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage has my account funds in suspense back from XX/XX/2020. I have NEVER missed a payment in 10 years I have had this Mortgage. I have called them repeatedly to resolve this issue. I am closing on a refinance and I am unable to finish through UW without the correct payoff statement. They told me this would be fixed within 48hrs and that was 2 months ago. I have been calling them hourly for the past 2 days because this needs to be fixed by Tuesday XXXX or it will jeopardize my refinance and closing. The customer service reps state they are working on it and thats all. They also confirmed there is no reason for my funds to be in suspense. I need your help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60156
Submitted Via: Web
Date Sent: 2020-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I lived in my home for almost 11 yrs. My husband got sick and passed away from XXXX. My home was financed with XXXX XXXX, when they went bankrupt and my loan was sold to Ocwen loan servicing. I had no choice my loan was just transferred. I had multiples debts with my spouse being XXXX over XXXX XXXX years and tried to work with Ocwen to stay in my home. They would not work with me at all.They were absolutely terrible to work with. I was basically forced out of my home with my children after they had just lost their father they now needed to move from the home they knew. They wanted XXXX dollars from me with all of the services fees and phony charges they added. I lived there 11 years and they wanted more then the purchase price of the home which was XXXX. Then then sold the property at auction for XXXX and since has been sold again. I have not resided in this home, nor this town for over 5 years. Now I am attempting to start fresh and purchase a new small house and Ocwen puts recently on my credit report that I am delinquent on a loan for a partial payment plan. There is nothing owed on this loan. I have never had any partial repayment plan of any kind with Ocwen that is a breach of FACRA. It is falsely reporting. This original loan ended in foreclosure, and I have all papers showing that I owe nothing on the loan.
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Refused the opportunity to do an in-house FHA Streamline Refinance when I was eligible to do so in XX/XX/XXXX. The underwriters of the company, PHH, kept trying to insist that I had been late on my mortgage even though I paid within the grace period and was NEVER late. They had the records within their company showing such and I even offered to provide my credit report to validate my claim despite the fact that could go through their records and see it for themselves. I even had my Relationship Manager with the company send over a statement stating that I had never been late and was still denied the ability to refinance. I put my account in forbearance in XX/XX/XXXX following the fiasco following the denial under the impression that they were going to fix the issue on the underwriting side. At the time, I was told that the forbearance would not hinder me from being able to do the streamline refinance. Subsequently, I tried again to refinance the property in XX/XX/XXXX and removed the forbearance from my account at that time. Once again, my application was denied after a month of processing. When I inquired as to the reason why, I was informed that the forbearance then disqualified me from being able to do a streamline. Disappointed, I then called to do a conventional loan refinance with them again in XX/XX/XXXX. At that time, I was told that the forbearance was put back on my account despite the fact that I had it taken off in XXXX. This situation has now made it so that I can not refinance my home until XX/XX/XXXX despite the fact that I was eligible in XX/XX/XXXX.
Company Response:
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I filed for chapter XXXX to clear my debt..became current last year..phh accept my plan for 3 mth trial for XXXX mth payment..so i was doin good doin my payments ..On XX/XX/XXXX i had which was suppose to b a minor XXXX truned to major jad to get a big XXXX XXXX off my L shoulder my dominant hand side..so my recovery took lil longer..i wrote them to tell them my XX/XX/XXXX payment would b late due to that all they would say is im sorry u XXXX pay an i told them when i could pay..so i paid in XXXX for XXXX so once i got bac to work on my feet i was XXXX to pay to current then covid happened n XXXX i was still workin then n XXXX i kept getton letters from XXXX my payment been sent bac ..i sent my XXXX payment an they sent all bac wont except them they wamt the whole amount..even durim Covid time..so in XXXX i was outa work on FMLA for my XXXX an covid i jad a hard time breathing an i got nac now XX/XX/XXXX ..til this day phh mortgage wont tak a payment ..I owe bout XXXX I cant get a loan to pay it off my bac pay so now i just gota hope an pray i get some help to pay my rears off to start over..if the government dont care bout us lil people why should anyone else..all they want is $ $ $ $ we don't have during this time those who was anove us are mow living like us..welcome to lower class income. Thanks for listening XXXX
Company Response:
State: MA
Zip: 011XX
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mortgage company was Ocwen Loan Servicing and transferred to PHH Mortgage last year 2019. I could no longer make payments online to Ocwen. I contacted Ocwen over the telephone and they stated they no longer have my mortgage account and it was bought by PHH. I called the new number provided with my same account number and social security number and no account was found. Throughout this confusion I was in and out of the hospital for XXXX XXXX. I was admitted to the hospital and received a XXXX transplant XX/XX/2019. I have all documentation of contacting the law firm that took over my account, XXXX XXXX ( XXXX XXXX XXXX, XXXX XXXX. We have spoken in regards to my account ONE time and now it is in foreclosure.I am not getting anywhere with my account. I want to keep my account and house.I do not want it sold.
Company Response:
State: NM
Zip: 874XX
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage XXXX XXXX services my mortgage. I paid my account one day early and they misapplied my payment as a principle only payment. They are unable to correct this problem. It has been over a month and they still haven't resolved the issue. I have called every day to ask about a status update with no new news to report. The reason this is a huge problem is because I am in the middle of refinancing my loan and unable to get a payoff quote. The loan was supposed to close today and they are unable to fix the problem. This is causing me money because I have paid for a rate lock and I am not able to close on my new load.
Company Response:
State: MO
Zip: 63135
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Homeward Residential was my original mortgage servicer but later it changed to Ocwen. Loan My mortgage was paid off in 2013 ( I have attached copies of the letter I received at that time ). Recently I applied for a home equity loan at my bank and was told that I still had a mortgage showing for something like {$69000.00}. I showed the loan officer at the bank the paperwork I had showing this was paid. The loan officer told me that the Satisfaction of the lien paperwork for my mortgage was never sent to the city for recording. This was approximately 3 weeks ago. I called Ocwen and explained my situation. The person I spoke with ( I did not get their name ) agreed that the loan was paid and said they would send something to the bank verifying this information. This was on a Monday. I thought everything was being processed so my loan should go through now, however that week on Wednesday the loan officer called me again asked me to come in so we could have a conference call with Ocwen and she would tell them exactly what she needed as far as paperwork is concerned because the paperwork that was faxed to her was not signed by anyone at Ocwen ( copy also enclosed ). I went to the bank that Friday and with the loan officer we called Ocwen and explained the situation again. The person I spoke with did not seem to understand what I was saying because they kept asking me if I wanted to make a payment so eventually I asked for a supervisor. The man I spoke with ( I did get this ones name but don't have it in front of meXXXX something ) stated he needed 48 business hours to research the matter. The bank told me she would probably know something by the following Wednesday morning. I did not hear from her but on that Friday Ocwen called and said they needed another 5-7 business days to research the matter. It has been about 3 business days and I am still in limbo. This is really interfering with my plans. The bank initially offered me a {$260000.00} home equity loan but because they can not see that my mortgage is paid they have dropped that sum to {$95000.00}, despite me having excellent credit. I told Ocwen this was a time-sensitive situation but can not seem to get cooperation. I am aggravated with talking to a different person every time and this not filing of paperwork should be illegal. The satisfaction paperwork should have been filed with the appropriate agencies 6 years ago and due to negligence somewhere along the line I am not able to get the credit I need and deserve. God forbid I was incapacitated and someone taking care of my estate had to deal with this nonsense, they might have taken my home or money that is not owed to them. What would happen if I tried to sell my home?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19152
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 2ND COMPLAINT, 1st complete rebutted by PHH and no follow through via CFPB XX/XX/XXXX requested a VA IRRRL ( Interest Rate Reduction Refinance Loan ) refinancing through PHH, was told I qualified for the IRRRL but needed thousands of dollars toward this process. XX/XX/XXXX submitted request for mortgage assistance and prior to falling behind with my mortgage payments, response given, causing mortgage payment amount to increase significantly. XX/XX/XXXX submitted second request for mortgage assistance. Proactive efforts exercised to avert being delinquent with mortgage payments, negatively impacting my credit and additional financial obligations as evidenced by late fees.To date request for additional modification not provided. Interesting PHH is very thorough about my legal ability to speak with them, but not so thorough in that PHH paid 2 homeowners insurance companies. -Both insurance companies were paid, XXXX and XXXX XXXX even though XXXX XXXX cancelled XX/XX/XXXX. XXXX XXXX XXXX began XX/XX/XXXX ; XXXX XXXX the information of this change. -I was told the reason for this increase is because the taxes increased, even though I have fixed taxes because I am a XXXX XXXX XXXX XXXX. I provided all of this information to PHH in XXXX. -It took PHH close to a year to address this change. -Resulting in 2 separate payments for 2 different homeowners insurance companies and then reporting to me that the increase was because of taxes. Per a previous settlement agreement PHH continues to present the following deficiencies in servicing, foreclosure, loan modification, and other loss mitigation processes. Per the following : WHEREAS, on or about XX/XX/XXXX, the State Mortgage Regulators, as coordinated by the XXXX, commenced a multi-state mortgage loan servicing examination ( the Multi-State Examination ) of PHH covering the period of XX/XX/XXXX to XX/XX/XXXX, in order to determine PHHs compliance with applicable State and Federal laws and regulations, financial condition, and the adequacy of policies and procedures and the control and supervision of the licensed mortgage loan servicing operations. The Multi-State Examination was conducted by the State Mortgage Regulators from the states of Arizona, Georgia, Louisiana, Massachusetts, and New York. The Multi-State Examination of PHH was conducted pursuant to their respective statutory authorities, and in accordance with the protocols established by the XXXX/XXXX Nationwide Cooperative Protocol for Mortgage Supervision as well as the Nationwide Cooperative Agreement for Mortgage Supervision. A concurrent mortgage servicing examination of PHH was conducted by the Florida Office of Financial Regulation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28390
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A