Date Received: 2020-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have requested numerous times for a complete and entire review of our mortgage account so that we may have a credit retraction and correct credit reporting on our credit file but to no avail with this mortgage company. We missed a mortgage payment around XXXX of XXXX with PHH Mortgage, we received documentation with different addresses for the mortgage company on where we can send payments to, to catch up on the mortgage. We sent in a check for XXXX, the check was received and applied to our account. We sent another check in XXXX for {$2200.00}, this check went missing WITH PHH MTG for approximately 3 months, the entire time they were saying that they did not received the payment, during this time they defaulted on our loan, put the house in foreclosure. I went to the bank every two weeks to find out if the check had been cleared, they continued to say no and that I could not give a refund on the check because it was a draft, somewhat like a money order and I had to wait 90 days. I called PHH MTG consistently and at a certain point, they would not accept payment over the phone, nor would they accept the payments to be mailed in. PLEASE HAVE THEM PRINT THE PHONE LOGS AND LISTEN TO THE RECORDINGS OF THE NUMEROUS REPS/SUPPOSED MANAGERS THAT I HAVE SPOKEN TO COUNTLESS TIMES DURING THIS EXTREMELY STRESSFUL TIME PERIOD. Miraculously on the 91st day, I went to the bank again to get a refund since the draft had never been cashed and I was told that the draft had been cashed. I IMMEDIATELY CALLED THE MTG COMPANY AND WAS TOLD THAT THE CHECK HAD BEEN LOCATED BUT NO ONE CAN SAY WHERE IT HAD BEEN FOR 3 MONTHS!!! THE MTG COMPANY THEN AGREED TO PUT US ON A PAYMENT PLAN, THEY RESCINDED THE FORECLOSURE DJE TO THEIR ERROR ON MISPLACING OUR PAYMENT. WE WERE TOLD THAT ONCE WE MADE ALL OF THE PAYMENTS ON THE REPAYMENT PLAN ON TIME, WE WOULD BE CAUGHT UP ON OUR MORTGAGE AND ALL WOULD BE WELL. WE MADE ALL OF THE PAYMENTS ON THE REPAYMENT PLAN AND WE ARE NOW CURRENT ON OUR MTG AND BACK ON AUTOMATIC PAYMENTS. On XX/XX/XXXX statement, I noticed charges of $ XXXX for fees, I immediately called PHH and asked, what are these fees for, the rep informed me for late fees, I asked WHAT LATE FEES, we were just on a repayment plan for approx 6 mos making DOUBLE PAYMENTS and we were never late on the repayment plan, she stated they were fees for before the payment plan, THIS IS LUDICROUS!!! XX/XX/XXXX statement comes, and now THERE ARE $ XXXX ADDITIONAL FEES, I AGAIN CALLED THE MTG COMPANY AND ASK WHAT ARE THESE FEES FOR, THE REP STATES THAT THEY ARE FORECLOSURE FEES, I INFORMED THE REP THAT THE FORECLOSURE WAS DUE TO THEIR ERROR AND ONCE THEY NOTICED THEIR ERROR, THEY RESCINDED THE FORECLOSURE - WHY SHOULD WE HAVE TO PAY FOR THEIR ERRORS, THE REP RESPONDED, YOU ARE GOING TO HAVE TO PAY THE FEES. I REQUESTED TO SPEAK TO A MANAGER WHO STATED THAT HE WOULD CONDUCT A REVIEW AND CALL ME BACK IN APPROX 5 BUSINESS DAYS, OF COURSE, I NEVER GET A CALL BACK AND APPROX TWO WEEKS LATER RECEIVE A LETTER IN THE MAIL INFORMING ME THAT WE ARE GOING TO HAVE TO PAY THE FEES. WE THOUGHT OCWEN WAS THE WORSE MTG COMPANY EVER BUT I CAN TRULY SAY THAT PHH HAS THEM BEAT!!! WE ARE ADDING MY PAYMENTS FROM MY ONLINE ACCOUNT WITH PHH AND MY LINE ITEMS FROM BY BANK STATEMENTS SHOWING THE TWO PAYMENTS FOR THE {$2500.00} AND {$2200.00}. WE ARE REQUESTING A COMPLETE REVIEW OF MY ACCOUNT SINCE PHH TOOK OVER AND WED AM ASKING FOR A THORUGH WRITTEN EXPLANATION OF THE REVIEW OF MY ACCOUNT TO INLUDE EVERY PHONE CALL THAT WAS MADE AND TO WHO I SPOKE TO. WE ARE SEEKING A CREDIT RETRACTION OF OUR CREDIT REPORT TO REPORT THE CORRECT PAYMENTS OF ALL THREE CREDIT BUREAUS EXPEDITIOUSLY!!! WE ARE REQUESTING THAT THE FORECLOSURE FEES BE DISMISSED DUE TO OUR MTG BEING PLACED IN FORECLOSURE ERRONEOUSLY IN THE FIRST PLACE AND IF IT WAS NOT, EXPLAIN WHY IT WAS TAKEN OUT OF FORECLOSURE! IT IS ABSOLUTELY AFWUL THAT MY HUSBAND AND I, BOTH RETIRED VETERANS ARE BEING TREATED WITH THIS MORTGAGE COMPANY!!! BANK STATEMETNS OF DRAFTS XX/XX/XXXX OFFICIAL CK XXXX XX/XX/XXXX OFFICIAL CHECK XXXX PHH Payment History Show All Mortgage Escrow Advances Other Applied Date Payment Type Amount XX/XX/XXXX Principal Only Payment {$200.00} XX/XX/XXXX Mortgage Payment {$1900.00} XX/XX/XXXX Escrow Advance {$220.00} XX/XX/XXXX Homeowners Insurance Disbursement - {$3300.00} XX/XX/XXXX Principal Only Payment {$200.00} XX/XX/XXXX Mortgage Payment {$1900.00} XX/XX/XXXX Principal Only Payment {$200.00} XX/XX/XXXX Mortgage Payment {$1900.00} XX/XX/XXXX Mortgage Payment {$1900.00} XX/XX/XXXX Mortgage Payment {$1900.00} XX/XX/XXXX Mortgage Payment {$17.00} XX/XX/XXXX Mortgage Payment {$3200.00} XX/XX/XXXX Mortgage Payment {$1900.00} XX/XX/XXXX Mortgage Payment {$1900.00} XX/XX/XXXXMortgage Payment {$3200.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$3200.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$3200.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$17.00} XX/XX/XXXX Mortgage Payment {$3200.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$6000.00} XX/XX/XXXX Escrow Advance {$4400.00} XX/XX/XXXX Tax Disbursement - {$4400.00} XX/XX/XXXX Mortgage Payment {$75.00} XX/XX/XXXX Mortgage Payment {$240.00} XX/XX/XXXX Escrow Advance {$2500.00} XX/XX/XXXX Homeowners Insurance Disbursement - {$2900.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$38.00} XX/XX/XXXX Mortgage Payment {$2500.00} XX/XX/XXXX Escrow Advance {$250.00} XX/XX/XXXX Mortgage Payment {$1800.00}XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Escrow Advance {$630.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Escrow Advance {$630.00} XX/XX/XXXX Mortgage Payment {$1800.00}
Company Response:
State: FL
Zip: 32003
Submitted Via: Web
Date Sent: 2020-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan was sold from XXXX XXXX/ XXXX in XX/XX/XXXX to PHH mortgage ( part of OCWEN Financial ). Since they took over the sub-servicing of my mortgage they have caused me two serious problems : 1 ) finding my XXXX Payment and applying to the new account ( this was resolved but took almost 2 months to do so ). 2 ) Have caused me to be delinquent in my XXXX 2nd half real estate tax payment to my county treasurer because of their mismanagement of my escrow account. Per the 2nd issue I have been interacting with them since XX/XX/XXXX after receiving a delinquent tax notice from my County treasurer 's office on my home. I sent them a letter along with the original delinquency notice AS WELL as a copy of my official county tax notice to their Florida address as advised by one of their customer service people whom I spoke with on the phone. I did not have it sent certified but I did send it with a tracking notice to verify its delivery. Since then I have made multiple phone calls with their customer service people as well as my county treasure ( who as of XX/XX/XXXX has not received any correspondence or payment from them what so ever ). The last I heard from PHH was on XXXX that they were going to have it resolved by XXXX and were going to call me to let me know they had finally tracked their supposed escrow payment and resolved it with my treasure 's office. I never heard from them on XXXX and I know my treasure 's office is closed because they only work 4-10 's M-TH of each week. I am absolutely flabbergasted and disgusted at the poor quality of service by this company. It should not take two months to resolve a mortgage payment or escrow account issue. I may have to go in and physically pay the tax and interest just to keep off the public record Tax Lien list which will be published in XXXX for my county!!! My escrow account is current and I have documentation that they claim they paid the XXXX half from XXXX on my escrow statement but XXXX XXXX does not have it per their records!! I have no confidence in this company and I am beginning to think that they are not above board in their business dealings. Its seems to me they are up to the same old mismanagement tricks from XXXX when they got caught by CFPB. I had no choice in them becoming my loan servicer/owner and it scares me that a perfectly good mortgagee who has always made their payments on time and works to have good credit can be subjected to this treatment. HELP!
Company Response:
State: CO
Zip: 812XX
Submitted Via: Web
Date Sent: 2020-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: PHH Mortgage falsely reported our mortgage as being in forbearance. We have a perfect payment record and have never requested deferral or forbearance. They did this in the middle of a refinance and it ruined our refinance. My lender needed a one sentence statement : " We never solicited deferral or forbearance in conjunction with any of our loans with PHH. '' They refused to provide this letter.
Company Response:
State: CA
Zip: 95120
Submitted Via: Web
Date Sent: 2020-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My mortgage company Ocwen sold or restructured to become Ocwen/PHH is reporting my final payment for XX/XX/XXXX as 30 days past due. My account was paid on time for the last 10 years. As per RESPA and FCRA, during a transition period/transfer no negative reporting should be reported to the credit bureaus. The transfer from Ocwen to PHH occurred XX/XX/XXXX. I have a closed account with ocwen that is reporting past due and an open account with PHH that is reporting paid as agreed. Due to the error by Ocwen not notifying me of the transfer and providing me the ability to pay XX/XX/XXXX when I called and advising me that I had to wait until the transfer was complete to make a payment, I am requesting Ocwen/PHH to correct my Ocwen account to closed, paid as agreed. The over 30 was caused by Ocwen inability have timely and effective communication with there borrowers which has caused HARM to me and my husband. In XX/XX/XXXX, I was denied credit and employment due to inaccurate reporting by Ocwen/PHH. I made several attempts to advise Ocwen of there error and communicated with a non- USA representative XXXX XXXX , who did not understand Credit Reporting or FCRA, I escalated XXXX and XXXX, USA team members and did not receive a response, I have all emails to evidence my attempt to advise Ocwen of there violation of FCRA RESPA and FCRA. Violation 1 - ( b ) Notice By Transferor of Loan Servicing At Time of Transfer. Transfer shall be made to the borrower not less than 15 days before the effective date of transfer of the servicing of the mortgage loan. Ocwen/PHH did not provide notice to us about the transfer. We found out that our account was being transferred on XX/XX/XXXX when we attempted to make a payment. At that time, no channel to make the payment was available. We were advised that the was a system problem with the transfer and our payment could not be accepted. Then on XX/XX/XXXX. Ocwen reported our account as transferred 30 days late. Violation 2 - 12 U.S. Code 2605 - Servicing of mortgage loans and administration of escrow accounts ( d ) Treatment of loan payments during transfer period During the 60-day period beginning on the effective date of transfer of the servicing of any federally related mortgage loan, a late fee may not be imposed on the borrower with respect to any payment on such loan and no such payment may be treated as late for any other purposes, if the payment is received by the transferor servicer ( rather than the transferee servicerwho should properly receive payment ) before the due date applicable to such payment. Based on information that I have gathered, the effective day of the transfer was XX/XX/XXXX and the 30 days past due was reported on the XX/XX/XXXX. Violation 3 - 12 U.S. Code 2605 - Servicing of mortgage loans and administration of escrow accounts ( XXXX ) Protection of credit rating During the 60-day period beginning on the date of the servicers receipt from any borrower of a qualified written request relating to a dispute regarding the borrowers payments, a servicer may not provide information regarding any overduepayment, owed by such borrower and relating to such period or qualified written request, to any consumer reporting agency ( as such term is defined under section 1681a of title 15 ). I was notified of the negative/inaccurate reporting as of XX/XX/XXXX. I promptly notified Ocwen/PHH of the error and asked for correction with a Qualified Written Request/Notice of Error. I received correspondence that the reporting has been suppressed. Attached are screen shots of my credit report where it shows that as of XX/XX/XXXX, Ocwen/PHH is reporting on my account Account XXXX. If Ocwen/PHH perform a soft inquiry, it can be identified that the reporting has never been suppressed and that my account is reporting closed 30 days past due with a XXXX of XX/XX/XXXX. This account status that was reported is a final status and will negatively report for the next 7 years on my credit inaccurately if not corrected. I have received correspondence from Ocwen/PHH payments prior to XX/XX/XXXX was not reported over 30 days, only XXXX payment reported 30. Ocwen/PHH lreporting errors is impacting my credit and jeopardizing my job. I have been declined a car loan due to the reporting ( Attached ) I have made several attempts to correct this issue
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Despite the multiple previous written requests, the unverified items still remains on my credit report in violation of Federal Law. They failed to MOV and failure to POLP within the time set forth by law and continued reporting of unverified information which now, given all my attempts to address it directly with the creditor the credit bureaus, as willful non-compliance. Ocwen Loan Servicing XXXX Open Date XX/XX/2005 Balance {$0.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92065
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On our XX/XX/XXXXmortgage statement, my wife and I noticed a charge IAO {$500.00} for a vacant property preservation and a vacant property fee IAO {$500.00} which were both incurred in XX/XX/XXXX. Since we built this house in XXXX, this house has never been vacant and we have never been late on our payment with our servicer. None of the criteria necessary existed to trigger these events/charges. We called the mortgage company on XX/XX/XXXX and advised them of the situation and were advised this issue and charges would be resolved as they agreed the charges were not accurate and added in error. The resolution letter received 10-days later only gave the reasons this type of fee would have been added to an account. Again, we already understood why something like this would occur, but none of the events necessary actually occurred. The same charge appeared on our XX/XX/XXXX mortgage statement for which we called the mortgage company again and was assured this issue would be resolved. No resolution letter was ever received from the company from the XXXX dispute. We have now received our XX/XX/XXXX statement and the same charge is appearing. We feel we have now exhausted our options in dealing directly with the mortgage servicer and need help.
Company Response:
State: FL
Zip: 34639
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage payment for XX/XX/2020 and XX/XX/2020 went to XXXX XXXX rather than the intended Mortgage holder which XXXX/PHH. I have contacted and provided proof of payment but they don't offer a solution. They refuse to help becuase I dont have an account with them, but they have my money. My mortgage is XXXX each month. I have borrow money for the missing payment to make a second payment for XXXX. It appears I will not be able to make a second payment to cover the second payment lost for XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90638
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To who it may concern, this complaint is due to my lender using predatory lending on me and my family during the financial collapse over 10 years ago. We qualified for a government sponsored loan modification but were forced into an in house modification. The predatory modification had a principle reduction that was forgiven by the lender. They wrote that forgiveness off, but are now demanding we pay it back when we refinance the loan. At the time they wrote it off as a loss for their company, we are also forced to count that principle reduction as income on our tax return and pay taxes on it. This was fraudulent in many levels and we feel that we should have been given a government modification instead of this predatory modification. The original lender was Ocwen Mortgage and now PHH Mortgage Services holds the loan.
Company Response:
State: CA
Zip: 94112
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: PHH Mortgage Services We are trying to refinance the loan and combine with first mortgage as loan was maturing in XXXX. Unfortunately XXXX happened and our family was infected with XXXX in late XXXX before the loan came due. We immediately tried to refinance with the company and combine with our first mortgage but be were unable to complete the process because of the virus. After speaking with the company and asking for assistance, we tried to make monthly payments online but they were not accepted after being instructed by a service rep. We then attempted to refinance with another company but XXXX had marked us in default even though we were told them were were have difficulties due to XXXX we should not be marked late ( or anything that would negatively impact us XXXX. XXXX then sent us a bill for {$1400.00} which was sent with check # XXXX. This check was sent back. Now they are asking for XXXX, which they say we can't pay and should ignore there attempts to bill us monthly. After to many HOURS to count on the phone with XXXX, I have been told about the default, forbearance, forbearance disaster relief, that we were rejected for relief, that we were rejected the CARES act protection, that they will not remove the default, that a investigation has already been done, that nothing can be put in writing, then someone said they would send a letter that we dont qualify for a credit retraction ( but we were disconnected and never received ), to send our credit report to XXXX, to not send it as nothing can be done, that default was not reported, etc ... Every call gets a different response. Now, we are unable to refinance the loan with the negative impact on my credit. We were never late in 15 years and have made every attempt during these times not only to stay current but to refinance. Please help. If this is happening to us, it must be happening to others.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: for a year noiw been having alot of troubles with phh mortgage since they took over the loan klast XXXX from ocwin ... this is the third time im contacting you for assistANCE ITS THE 3 DIFERENT PROBLEM IVE HAD WITH THEM THEY CONTINUALLY TAKE MONEY FOR ESCROW ACT BUT DONT PAY ANYTHING AND I END UP PAYING FOR THE TAXDS AND INSURANCE ... THEY WONT DEPOSIT THE MONEY BACK TO ME OF {$790.00} THEY SENT ME A CHECK IN XXXX THAT I GOT AND I WENT TO XXXX XXXX XXXX AND DEPOSITED IT THEY IMMEDIATELY BOUNCED IT ON ME IT WAS WRITEN TO ME AND DEPOSITED INTO MY ACCOUNT AT XXXX XXXX XXXX COSTING ME {$12.00} IN THE CANCELED CHECK THEY PUT ON IT ... NO REASON DID THEY EVER GIVE ME FOR DOING THIS TO ME ... THEY SENT ME ANOTHER ONE AND I RIPPED IT UP AS NO WAY I COULD TRUST THEM TO DEPOSIT THIS CHECK AND GET IT BOUNCE AGAIN ON ME AND ANOTHER XXXX BUCKS I SENT IT BACK TO THEM TELLING THEM THIS ... WHAT DO THEY DO SEND ME ANOTHER AND I RETURNED THAT TO ... AGAIN STATEING YOU TAKE MY MONEY AUTOMATICALLY OUT OF MY BANK ONLY WAY I SEE YOU GETTING IT ACK TO ME IS ELECTROCALLY DOING THIS AFTER A YEAR OF SOLID MULTIPLE PROBLEMS TENDING FROM NO 1040 FORM FOR TAXES WHEN THERE WERE TWO OF THEM LAST YEARS AND NOT LETTING ME INTO MY ACCOUNT AND FREEZING IT ON ME TRICE ONCE IN XXXX NEXT IN XXXX AND XXXX..WHICH I HAD TO COMPLAIN TO YOU HERE TO BEABLE TO LOG IN ... I DONT GET A BILL FROM THEM ITS ONLINE ONLY TO THEY WONT TALK TO ME ON THE PHONE MULTIPLE TIMES HANGING UP ON ME IN XXXX XXXX XXXX XXXX XXXX AND XX/XX/2020 ... .I DONT TRUST THEM AT ALL ... .THEY BOUCE THE CHECK THEY WROTE TO ME I TRIED TO PUT INTO MY ACCOUNT AT MY BANK THEY NOW CLAIM CAUSE OF FRAUD WHAT FRAUD IT S MY ACCOUNT WRITEN TO ME ... AT MY BANK!!!!!!!!!!! ... .THEY KEEP PLAYING GAMES SINCE XXXX NOT RETURNING MY MOMEY CALLED AND THRETEN ME ABOUT NOT HAVING HOME INSURANCE IN XXXX BUT SENT ME A LETTER A MONTH TO LATE LIKE I SAY INCREDIABLE MULTIPLE DIFFICULTIES AS HOW CAN I TRUST THEY WONT BOUNCE ANOTHER CHECK ON ME IT HAS TO GO DIRECTLY IN ... OR PUT IT ALL TOWARDS MY TAXES AND STOP TAKEING MONEY OUT FOR IT ... .HAS TO BE A MONEY ORDER SOMETHING THEY WONT BOUNCE ON ME ... ONLY WAY I SEE IS DIRECT DEPOSIT TO ME ... PLEASE HELP WITH THIS HORABLE COMPANY PHH MORTGAGE
Company Response:
State: CA
Zip: 934XX
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A