Date Received: 2020-09-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My loan with Ocwen Mortgage became delinquent XX/XX/XXXX. I then found out that Ocwen Mortgage had sold my mortgage to PHH Mortgage for all future servicing. During this transition period records where continually being lost and not accounted for as PHH did not understand the documentation from Ocwen because their forms where different. I was, then, at a standstill, until I got a Case Manager from PHH named, XXXX XXXX. On XX/XX/XXXX, I received a PHH letter from XXXX XXXX indicating he would handle the PHH application for a loan modification. Tax returns, pay stubs were requested by XXXX, as well as a written statement of my husbands illness. XX/XX/XXXX, PHH acknowledged receipt of their " Request for Mortgage Assistance '' package, pursuant to Massachusetts law, along with instructions. A new letter was received XX/XX/XXXX acknowledging receipt again, but this time indicating the application was incomplete and indicated what documents were missing. Then, another letter, same date, XX/XX/XXXX, came another letter with another document they needed submitted. On XX/XX/XXXX, I received a letter indicating they wanted obtain a " valuation '' of the home, and they additionally acknowledged that the " loss mitigation Financial Package '' was received with the missing information. Again, on XX/XX/XXXX PHH sent a letter stating they were still missing information from the Mitigation Package. XX/XX/XXXX an PHH Mortgage letter arrives indicating that we may file for a loan modification as PHH will honor it as a successor to Ocwen Mortgage. On XX/XX/XXXX PHH Mortgage acknowledges receipt of " Request for Mortgage Assistance '', was received complete. The same date, XX/XX/XXXX received another letter saying the application was incomplete and missing a pay stub. On XX/XX/XXXX received a letter saying that I had a " new '' case manager, XXXX XXXX. XX/XX/XXXX faxed a letter from human resources with PHH requested pay check information with earnings. On XX/XX/XXXX, received information that I have another new case manager, XXXX XXXX and that she had received the application, but, of course, it was missing information. XX/XX/XXXX, PHH acknowledged receipt of letter asking for help.. On XX/XX/XXXX I faxed another statement from my employment giving PHH my earnings thru XX/XX/XXXX. On XX/XX/XXXX received a PHH letter requesting pay stubs from my husband, XXXX XXXX. In all requests for information from PHH, we have complied and sent them appropriate documents. On XX/XX/XXXX received a letter offering early intervention-borrower assistance. On XX/XX/XXXX received letter saying, again, documentation was missing. Fully complied and sent letter from XXXX XXXX doctor on XX/XX/XXXX. XX/XX/XXXX received letter that PHH was missing information. XX/XX/XXXX, sent another new package in to PHH for a Loan Modification. XX/XX/XXXX, received letter acknowledging receipt of my application. XX/XX/XXXX received letter from XXXX XXXX, stating our application was incomplete, again. XX/XX/XXXX received PHH letter stating missing documents, again. XXXX, XXXX, XXXX received another letter stating PHH was missing documents, again. On XX/XX/XXXX received another letter stating missing documents. On XX/XX/XXXX received another letter stating missing documents, again. On XX/XX/XXXX I received another letter stating missing documents. On XX/XX/XXXX I received another letter on missing documents. On XX/XX/XXXX letter received for missing documentation. On XX/XX/XXXX, received letter to offer early intervention-borrower assistance from PHH. I sent a letter to XXXX XXXX, the head of PHH, asking for his assistance on XX/XX/XXXX, XXXX pleading for his intervention. I consistently have supplied all information to PHH with them constantly telling me that they are missing documentation, and stalling and stalling, with no end in sight. On XX/XX/XXXX PHH answered my letter indicating that we are stalling them, when I have documentation showing hundreds of faxes and letters from my human resource manager showing that I have always sent them what was asked. It just isn't the case. We have bent over backwards to supply them the information they require, only to receive form letters stating they are missing information that we have definitely supplied. I am in need of oversight of PHH, and a venue put in place, that allows me my right to a decision of a loan modification or not. My equity is disappearing rapidly, and one might assume all the delays have an intent. Please help.
Company Response:
State: MA
Zip: 01821
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The. Home. Was. Paid. Off. I. Borrowed. XXXX. And. Was. Charged. An. Extra. XXXX. They. Stole. All. The. Equity. Out. Of. The. House. They. Were. Not. Transparent. With. Me. At. All. I. Feel. Like. I. Was. Robbed. And. Would. Like. These. People. To. Be. Bought. Up. On. Charges. For. Pulling. A. Fast. One. On. Me. The. Companies. Name. Is. Ocwen. Financial. Or. Phh.
Company Response:
State: CA
Zip: 92376
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am currently in a chapter XXXX bankruptcy case and PHH mortgage has been slow and in some cases failed to update payments to their processing centers. This this has threatened to kick me from the stay at my property. I have sent all copies of the checks and posted dates from my financial institution and PHH will still not make the corrections.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was on PHH Mortgage website making a payment & at the bottom it stated " HAVING TROUBLE PAYING YOUR MORTGAGE? You may be eligible for a mortgage assistance program that helps reduce your payment. Learn More about your options or get started at our Homeowner Assistance partner 's website. '' Things were getting a little tight for me so I applied for financial assistance with PHH Mortgage Services back in XX/XX/XXXX. I was finally approved in XX/XX/XXXX with trial period payments for 4 months ending in XX/XX/XXXX. I made my payments faithfully but when my trial period was up, XXXX was not done with the final modification. I continued to make payments as I was told until the modification agreement was final. I received the final modification agreement in XX/XX/XXXX which included a balloon payment of {$17000.00}, {$41000.00} principal payment & an extended term of 480 months. That was more than I started with the original loan. I kindly declined the modification agreement terms on XX/XX/XXXX & asked could they refinance with different terms. But my trial period was over & it too late to try & find another mortgage company so in the meantime my credit was ruined. PHH Mortgage services called me demanding {$2000.00} of delinquent payments that I was behind on. I mailed {$660.00} check on XX/XX/XXXX & was told by the agent that they would not accept that payment. I couldn't afford to send them a payment of {$2000.00}. That was the reason why I contacted them in the first place was for financial assistance, not knowing I would destroy my credit & by me declining the offer ; didn't give me time to apply anywhere else. Each time they call, they are constantly saying I missed a payment, which I had not because my payments were automatically drafted before I entered the trial loan modification agreement. I paid faithfully for 15 years, on time payments. My credit score was XXXX at the time & now it has plummeted with a negative impact on my credit history. Not once did they inform me that if I decline the offer, that they would demand full payment nor was it indicated on the modification agreement. FAST FORWARD TO NOW : I was subsequently sent a notice with intent to foreclose. I had to contact my retirement company for a hardship withdrawal to pay the arrearage which was {$3300.00} which I paid on XX/XX/XXXX. My credit score suffered & I can not find another mortgage company to refinance due to my low credit score. Also I received a letter in the mail that XXXX would take over servicing for PHH Mortgage of my loan starting XX/XX/XXXX. This complaint is so the next person could be completely aware & informed when they enter a trial period with this company with intent to modify, that it would definitely ruin there credit & any means of refinancing if they are not in agreement with the modification terms.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my loan recently and the mortgage was assigned to a different servicing company with the first payment due on XX/XX/2020. I mailed a check on XXXX XXXX which the company confirmed was received before the end of XXXX, 2020. However, my payment has never been " posted '' to my account after over 4 weeks and I am now receiving phone calls and letters stating that I am Past Due on my account. Furthermore, the servicing company has now turned off my Autopay function and now my second payment due on XX/XX/2020 will not be processed causing me to remain Past Due on my account for 2 payments. The servicing company has been contacted 4 times in the past 3 weeks regarding this issue and keep telling me that their Cashiering Department is not responding to requests for an update on this issue or that I will receive an update " in a few days ''. They can not confirm when it can be resolved by posting my original XX/XX/2020 payment.
Company Response:
State: CA
Zip: 93117
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX I contacted my fathers ( deceased ) mortgage company Ocwen to see what was needed to transfer home. Deed was already transferred to me in XXXX. In XX/XX/XXXX email communications started all Ocwen would respond with was information did not match records. I was never given what did not match or what they needed. I continued to make monthly payments and continued to email and fax and mail to no resolution. see uploaded documents. XX/XX/XXXX I call ocwen as a wire transfer was returned in real time I am locked out of online account and just before lockout I found out account was taken over by Phh a part of Ocwen. Phh refuses to give me any information and refuses to acknowledge any info previously provided to OcwenXXXX XXXX I fax research department and email relationship manager 166 pages of all the documents pertaining to estate, death, probate and all correspondence with Ocwen and Phh to this point, no response no acknowledgement. XX/XX/XXXX I have a attorney to help get Phh to update info so repairs from a claim in XX/XX/XXXX can be accomplished and to get mortgage transferred. I have requested family transfer package 6 times by now and each time I call in I am told just wait to it. this is through the month of XXXX. In XXXX I contact my relations ship manager who will not speak to me because there address on mailing does not match the adrs, I give. Some how Phh changed the billing adrs on account to follow the company My father previously owned and had his mail sent to. I requested investigation to how this was changed and PHH statated I changed this, now given I can not get account info how would I change this. XX/XX/XXXX I have since found out from a tenant that the home is under foreclosure yet again. I contact my attorney who finds the attorneys handling this and I am informed I need to Pay XXXX then suddenly foreclosure is put on hold and Phh is demanding I pay mortgage and assume the loan.1 continue to send emails, letter, faxes regarding the transfer. XX/XX/XXXX Phh still refuses to speak to me regarding account 1 inform them that his is causing great financial hardship and continuing to place mortgage behind. XX/XX/XXXX Phh finally updates all records to show I am successor and trustee and they can speak to me. I have at least 50 recorded conversations of them refusing to speak to me or informing me I am not authorized. XX/XX/XXXX I certify, fax, email a dispute regarding fees, insurance, payment amounts, etc. as well as request for family transfer package again. I call every week for updates nothing. XXXX XX/XX/XXXX XXXX from PHH puts in for research on account states they will be in touch never heard from anyone and XXXX is transferred to another dept. request after request for findings of XXXX dispute are ignores lam given the findings of XXXX dispute which I was not even made aware what was disputed. XXXX I receive letter that relationship manager has changed yet again. I call in to make a appointment call back. the appointment call back is for MAySth XXXX XXXX. I am never called. I check with the phone company for any incoming calls to my number from various Phh number no call come into my line. I call relationship manger and actually get her, asking what happened she stated she called me back to back 3 times each time at XXXX??? We again set up a time to speak XX/XX/XXXX XXXX. No call I call her at XXXX and she states she was tied up with another customer and could not call?????? I speak to her regarding the research from XXXX and she states she can have it emailed to me what their response was. I inform her that I requested again family transfer package which she states she can have emailed to me. we again make appointment for 2 weeks. I tell her I feel Phh has stalled this process and that we need to work out payments being rolled to the end of mortgage and that I assume loan, she states she can help navigate and work with myself and These departments to get a resolution. XXXX states every email is put in the file corresponding to each account and she has access to all documents. I never hear from XXXX XXXX relationship manager. The email that is sent to me does not have the XXXX Dispute it has the XXXX dispute along with the family transfer package and what needs to be filled out. this email was received on XXXX XXXX. XX/XX/XXXX, XXXX certify 2 letters to PHH another dispute, along with copies of wire transfers to Ocwen for loan payments of which Phh states they did not receive payments in XX/XX/XXXX, I send documents showing 3 payments still have no response. a request of information regarding, XXXX dispute, insurance billing, and request for who owns loan. XX/XX/XXXX I also overnight the family transfer package with all documentation for this transfer. I have received XXXX response dated XX/XX/XXXX in a envelope post marked XX/XX/XXXX XXXX this package consists of a letter stating they will not remove fees, they will not roll payments to end of loan that the research from XXXX is deemed that Phh followed protocol, that I have been a confirmed successor since XX/XX/XXXX. However PHH sent a letter dated XX/XX/XXXX that they can not confirm me as successor. Phh has tried to foreclose on property 2 times adding more to fees and causing me to incur more expenses trying to get this handled. and will probably be trying again soon. Just this past week I have had 3 calls from PHH and no one would speak to me, in fact the representative went so far as to get my name address to have information sent to me to assume the loan again.
Company Response:
State: GA
Zip: 30188
Submitted Via: Web
Date Sent: 2020-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-28
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: I was shocked when I reviewed my credit report and found late payment on the dates below : XX/XX/2019 - 30 days late??? I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
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: 2020-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to resolve the issue, I spoke with XXXX on XX/XX/XXXX, XXXX with then Ocwen Mortgage Company and now PHH Mortgage Company . I have been constantly lied to and deceived by Ocwen Mortgage Company and PHH Mortgage Company. I inquired about a Loan Modification, I was told that I did not qualify for a Loan Modification. I was told that I did not qualify for a Loan Modification, over the phone, this was my first time inquiry about a Loan Modification. I happen to attend a free legal Clinic, I Told them what Ocwen Mortgage Company and PHH Mortgage Company had told me. I was told that, they were not telling me the truth. The Attorney for the Legal Clinic contacted Ocwen, it was then, that they sent the Loan Modification Packet, it was faxed, the Attorney helped me fill out the Packet, the same day that they faxed the packet. However, about three weeks later, my neighbor saw that our house was being Foreclosed on. I immediately called Ocwen Mortgage Company, and XXXX told me that I had filled out the Packet wrong and that the Foreclosure Process could not and would not be stopped. I was devastated, I asked if I could file for Bankruptcy Protection, I was told that once again I was not eligible to file for Bankruptcy Protection. I was constantly lied to and deceived by Ocwen Mortgage Company and PHH Mortgage Company. I was deceived and deliberately lied to because I am a woman not just a woman but a minority. I was backed in a corner and I had no idea what I was doing all I knew was that I had to stop the Foreclosure Process. I could not afford an attorney, so I filled for bankruptcy protection on my own. I was having panic attacks and anxiety about losing our home. Ocwen Mortgage Company nor did PHH Mortgage Company ever offer any assistance for my catastrophic work related injuries that I sustained to my face and my back. I was constantly lied and deceived by a company that claims to keep homeowners in their homes. However, my ex husband was only XXXX years old, when he enlisted in the XXXX, he was so young that his parents had to sign a consent. Our home flooded in XX/XX/2016, we, I made the mortgage payments for two years after The Great Flood of XXXX XXXX Louisiana. I even asked about what disaster relief resources were available, I was never told about any services, I was always the one whom had to call and inquire. I have a great aunt that I take care of, she just made XXXXyrs. old on XX/XX/XXXX. I am keeping my circumstances from her, she has been on this earth for XXXXyrs. and I want her last days to be enjoyable. I have contacted Housing and Urban Development. I have contacted The XXXX XXXX OF LOUISIANA. I am contacting The Civil Rights Attorney. I have submitted a Letter to the Attorney General Office Of Louisiana. I know without a shadow of a doubt that our Civil Rights have been Violated. I have submitted several letters to PHH Mortgage Company. I did a review on The Consumer Affairs website, I later discovered that The Consumer Affairs website does not make reviews public, they are private reviews. I have spoken to XXXX, I was so disgusted with XXXX, I submitted a Letter several Letters, Telling PHH Mortgage Company that I did not want to talk to XXXX again, they totally ignored me, they assigned my case to XXXX again. However, once my review was on The Consumer Affairs website, PHH Mortgage Company, lied, and said that they were going to contact me, I am still waiting to be contacted by PHH Mortgage Company. LIARS, FRAUDSTERS, HUSTLERS, CON ARTIST, DECEITFUL, MANIPULATORS, ARM TWISTERS, NON COMPASSIONATE. Unwilling to help us to keep our home. I was told about RESPA, I sent RESPA Letters to our dismay all of them were ignored by PHH Mortgage Company.
Company Response:
State: LA
Zip: 708XX
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a loan with OCWEN LOAN. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting XXXX, XXXX, and OCWEN LOAN with no successful resolution. XX/XX/XXXX and XX/XX/XXXX reporting me late. There was definitely an error on their part. I was never 60 days late (XX/XX/XXXX-XX/XX/XXXX )
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, an online payment of {$2900.00} was debited from my checking account. I am always on time, never late on my payments. This is the same payment I make towards my mortgage every month and only this time, it is the final payment to payoff the loan. I was excited to know I finally paid off my mortgage. My loan balance was {$2000.00} when my automatic payment of {$2900.00} went through. Ive checked my loan every single day, and when I noticed the balance is still outstanding after being debited from my checking account, I called customer service 4 days after. On XX/XX/XXXX, the customer service representative checked my loan and confirmed they received the payment. He apologized for the error. I didnt bother to write down his name, but Im sure its on the loan servicing system of record. He reassured me that they will make sure to apply the payment towards my loan to closeout the account. Unfortunately, the representative did not perform well because the loan is still showing past due. On XX/XX/XXXX, I called customer service again. The loan payment is indeed in the system and of course, the representative apologized once again. They explained they would post a reversal of payment to reapply towards the loan correctly, to be completed in less than a week. On XX/XX/XXXX, I called back again since the loan is still showing past due. The representative repeated the same solution and reassured to give them additional time to apply the payment correctly. We waited 5 days. On XX/XX/XXXX, I complained that there was nothing being done and asked to speak with a manager. I spoke to XXXX, extension XXXX, user XXXX. I am very frustrated since the payment wasnt being posted correctly. I also shared that I dont want this error to impact my credit report. He reassured me that it will get fixed within 24-48 hours. Of course, it was not fixed as promised. On XX/XX/XXXX hours later, payment is still not posted. I called XXXX, no response, so I left a message. I called multiple times that day, left several messages and yet, still no response. On XX/XX/XXXX, I called XXXX 3 times and he hasnt responded. I then opted for another manager. The other manager reviewed the loan and advised to wait for XXXX to call me back. She repeatedly insisted to wait for XXXX and he is supposedly fixing the misapplication of payment. Crickets. No return of phone calls. On XX/XX/XXXX, I called first thing in the morning. I left a message. I called back again and left another message. I called the third time and asked for another manager. She explained that the reason for the payment not being applied is because of overpayment. She reassured that XXXX is fixing the overpayment and will apply the payment correctly. I called late in the afternoon to try to get a hold of XXXX, still no response, no return of phone calls. Today, XX/XX/XXXX, I called XXXX and left another message. No response, no return of phone calls. As you can XXXX, I try to be very patient. I gave the representatives and the managers ample time to get this fixed. How many times do we need to call? How many messages will it take in order to get help on this loan? This is stressing me out. This should be a celebratory experience for me as I payoff my mortgage, yet the mortgage company will not do their part in posting the mortgage payment correctly. In fact, I also have an escrow balance containing funds for future insurance/tax payments. Those amounts will need to be refunded also. I am very disappointed because Im having to call countless times to get this remediated to no avail. No one is returning my calls. I continue to call for help, but no one seems to know what they are doing. Late this afternoon, I check my mailbox. Very upsetting. I received a letter indicating my mortgage payment is past due. This is very infuriating. Receiving this letter just confirms that my loan payment wasnt applied as it should and my credit will be negatively impacted. Now, they are charging {$2800.00}, including fees. This issue has caused major stress, along with other stressful issues I have to overcome at home with homeschooling XXXX little kids during this pandemic event.
Company Response:
State: CA
Zip: 93063
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A