Date Received: 2020-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX represented me and secure a modification with PHH mortgage ( Ocwen ) ON XX/XX/XXXX I was informed that the modification was successful and that I am to pay XXXX on XXXX XXXX. XXXX XX/XX/XXXX I tried to make my payment over the phone, the system stated that no payments can be made on this account. I tried to pay online and I could not because I have limited access. I could not reach a customer service rep because the company no longer have customer service on the weekends. Since this company has took over my mortgage its been a nightmare. My first modification was removed because a customer service rep marked my payment to be taken out of my checking when I clearly said to take the payment from savings. Everytime I called to get it straighten out the customer service rep stated that it will be escalated and for me not to worry.. Now I paid a third party to help me and this phh mortgage again is messing me over with my payments. I HAVE AN AGREEMENT/MODIFICATION TO PAY ON XXXX XXXX.I AM COMPLYING WITH THE AGREEMENT AND PHH WILL NOT TAKE MY PAYMENT. This mortgage company is a predatory company. I want this company held responsible for its deceptive practices.
Company Response:
State: PA
Zip: 19151
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have made 3 complaints now. I do get responses. In the response to my complaint they said If an account is late thirty days they assume you abandon the property and send a person to drive by. I believe my late fees were {$560.00} because I was just over 30 days. Is that legal? Second, they keep sending information I have a 2nd mortgage of {$36000.00} from my loan modification. It should included in the {$110000.00} balance. The invoice shows {$110000.00} on one page and then the next page with no details jumps to {$150000.00}. Even if the {$36000.00} isnt in the {$110000.00}, {$98000.00} or even $ {$100000.00} does equal {$150000.00}. I was told they could not lower my principal balance and that is why I wanted the upside down modification at the time Obama was offering. I have statements saying my estimated balance is {$150000.00} with the 2 mortgages together. I received their response and I am told it is {$110000.00}. That is a large difference to me. My balance was {$98000.00} to {$36000.00} equals {$130000.00}. This company is taking advantage of the lower income and I think the entire account needs gone thru line by line. What is an accounting company that would do an examination of the account to the XXXX days? I did bankruptcy in XXXX and paid every payment until XXXX when it ended. I have all the documentation from all names they have used. Can they charge me 30 day late for someone to come look and take pictures of my house. I think, its more like 90 days before they can do this. Is there other agencies I can send copies of my loan to to see if what is going on is legal and is my balance {$130000.00} or {$150000.00}? Best Regards, XXXX XXXX
Company Response:
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2020-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to work with PHH Mortgage for several weeks over my loan modification. My loan matured in XX/XX/XXXX and I was not notified until XX/XX/XXXX. I asked PHH if they ever called me or sent an email to let me know of the loan maturation as I did not remember from when the loan was given in XXXX. PHH informed me they never called nor did they email, but they said a letter was sent in XX/XX/XXXX, but could not prove the letter was ever sent as there is no tracking or signature for the letter. On XX/XX/XXXX PHH said my application was " complete '' and furnished a letter saying the same. On XX/XX/XXXX I talked to XXXX, my customer representative who said I was missing documents and my application was not complete. I asked to talk to XXXX, his supervisor, who never called me back as of XX/XX/XXXX. I talked to another supervisor who said I did not need to supply all the documents I was told to supply and he would make my case a " top priority '' and would " expedite '' the process and he would call me back with an update. I never received another call from this person and when I called on XX/XX/XXXX I was promised things would be reviewed. I never heard back on XX/XX/XXXX and I called back on XX/XX/XXXX and was told I needed more documents I had not been told about. On XX/XX/XXXX I was once again asked for more documents, this time by XXXX. I was told I needed to do a hardship letter, which was asked for by XXXX XXXX XXXX, the investor. This request came through on XX/XX/XXXX and I was not told until XX/XX/XXXX. I asked if this was normal or just something pertaining to me. XXXX said this never happens, which leads me to believe they are discriminating against me for some reason. I have yet to hear from the supervisor who said he would call me back, even after calling three times today. PHH has been impotent, incompetent and irresponsible. They have forced me to stay with them for this modification and loan as I can not get a loan with any other organization since I am now delinquent on the loan. My credit score, which was over 750 is now in the low 600 's, making getting a HELC impossible as well. They are forcing me into their program at whatever rate they want as they know I can not go anywhere else, which is predatory in nature.
Company Response:
State: VA
Zip: 22030
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My loan matured onXX/XX/XXXX and I was not informed by the company, PHH of this issue. I received no phone calls and no other correspondence from them, and they continued to take my payments for 4 more months until they said they could not and I needed to pay {$55000.00} immediately. I have been working with them to get a loan modification, but that process has been rife with incompetence and straight up lies. The customer representative, XXXX, sent me a letter on XX/XX/XXXX saying my application was complete and good to go. On XX/XX/XXXX I was told the application was not complete and I needed to provide more documents. On XX/XX/XXXX I was told of a new set of requirements, and again on XX/XX/XXXX. Finally on XX/XX/XXXX after talking to XXXX, a supervisor I was told of another new requirement which she says they knew about since XX/XX/XXXX, but never told me. I have been told my account is a top priority, but that is not true. I was told my account would be expedited, but again, not true. PHH has delayed my loan and pushed my credit further down making it impossible for me to get a loan from another lender, forcing me to deal with them. I can only imagine the interest rate I may get, if I ever get through this process. All I want to do is to pay the now balloon portion of the loan and to fix my credit, but PHH keeps changing the requirements I need for the application. Their actions scream of being predatory at the least, a scam at the most and incompetent throughout. When asked if this has ever happened before I was told no, so I feel this is a case of discrimination against me as a person.
Company Response:
State: VA
Zip: 22030
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was out of work for several months and went mont a few weeks ago. I was given a forebearance but it would all have to be due in 3 mos. I took the last of the money I had and borrowed the rest to make my last month payment because I dont want to lose my home but knew that I would not be able to pay 3 mos all together. My XXXX payment is due and Im still offered the same arrangement. I dont see how thats helping. I asked for the ombudsman contact info but it wasnt given to me. I was referred to the manager whos handling my forebearance. I dont need to talk to him because the answer will still be the same. I am back working but Im behind on everything needless to say.
Company Response:
State: LA
Zip: 70114
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Re : Copy of cashed check, front & back - No. : XXXX, {$970.00} Further to CFPB Case Number XXXX, PHH Mortgage Services, XXXX. XXXX XXXX ; XXXX XXXX, NJ XXXX, former mortgage servicing agent for XXXX responded to the above referenced complaint that Escrow Refund Check Number XXXX, amount {$970.00} ( copy attached ) was replaced with New Check Number XXXX XX/XX/2018 and cashed XX/XX/2018. I have requested numerous times a copy of the cancelled check, front & back and have not received it. PHH is no longer the mortgage servicing agent for XXXX.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Debt Collector, Mail Fraud, Threaten to seize property Can not prove contract Will not answer RESPA Violation RICO Violation Consumerist Violation FTC Violation
Company Response:
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage is in charge to collect my monthly payments for my house, i just find out that on XXXX/2020 my regular payments went up {$87.00} cents. on XXXX XXXX/20 they received my regular payment of {$1600.00} so I was short {$87.00}, My Daughter was helping me out sending bill payments online due to my heath, i was XXXX XXXX XXXX of XXXX for a few weeks and could not check my mail. when i start open all my mail i found an intimidation letter fro PHH MORTGAGE dated XXXX XXXX/20 stating that i was in default due to missing payments, i download from my Bank all payments send from the last 5 month, because of the {$87.00} short on XXXX they being reporting me missing payments and also trashing my credit for past 3 month or more.with the three credit bureau companies. PHH is using this kind of tactical intimidation for customer like me loosing the house, i check the history of this company having class action lawsuits for being a predator organization, charging hiding fees. etc i would like this company to be investigate.
Company Response:
State: CA
Zip: 92880
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 I refinanced my mortgage. The existing mortgage lender at the time was PHH Morgage and I refinanced with XXXX XXXXXXXX XXXX. XXXX XXXX XXXX has been great with no complaints. Part of the Closing escrow was for county property tax for {$1600.00}, which was paid through closing escrow on XX/XX/2020. XXXX XXXX paid the same property tax payment on XX/XX/XXXX for the same amt {$1600.00} from my escrow acct with them. This brought my escrow balance with PHH to - ( XXXX ). On XX/XX/2020 XXXX County refunded PHH {$1600.00} for the overpayment. Which should have brought my Escrow balance with PHH back to {$0.00} On XX/XX/2020 I spoke with agent XXXX ( Farhut I believe ) at PHH and told they would not close my loan or release the lien until the negative balance in my escrow account was brought to {$0.00}. I explained the situation and that the escrow account should not be negative and provided details from the County on the refund. They informed me it could take up to 15 days to post the refund. They told me the only way they could close the account and pay off my loan was to wire or ACH the amount of {$1600.00} that day. I made an ACH payment to them on XX/XX/2020 in the amount of {$1600.00}. They said as soon as the refund from the County posted to my account they would refund me my overpayment of {$1600.00}. On XX/XX/2020 a check was sent from PHH in the amount of {$330.00}. This was for overpayment of funds sent from the closing not the property tax refund. The property tax should have posted to my account by the XXXX of XXXX. On XX/XX/2020 I contacted PHH and spoke with agent XXXX ( the name was not understood due to poor connection ). I asked about the property tax refund they said it posted and they would send me a check on XX/XX/2020 and since it was more than 10 days past they would send it overnight and send me a tracking number. On XX/XX/2020 I contacted PHH again asking where my check was. I spoke to agent XXXX ( again name not understood due to bad connection ) was transferred to agent XXXX ( XXXX ) which told me they check was still not processed and they would send it overnight since it was over 10 days late. Again told I would get a tracking number. On XX/XX/2020 contacted PHH again asking where my check was. I spoke to an escalation manager Named XXXX He informed me the check was sent out on XX/XX/2020 and not overnighted because they only send them regular mail. He said to expect my check within 5 to 10 business days. On XX/XX/2020 I received an account statement dated XX/XX/2020 showing the activity in my PHH escrow account. The statement was correct showing a refund form the Country was received in XXXX and an escrow refund to me in the amount of {$1600.00} was sent in XXXX ( statement only has months and not days. ) On XXXX XXXX I contacted PHH again asking where my check was. I spoke to agent XXXX who informed me the check was sent regular mail on XX/XX/2020. It is now XX/XX/2020 more than 53 days since the county refunded PHH the overpayment of Property tax. Its Been over 46 days since I made an ACH overpayment that I should have never had to make, and after being assured by more than 5 separate agents the check would be expedited. I still do not have my refund of the overpayment. I am completely at a loss for the lack of consistency and being lied to on multiple occasions. PHH would have charged me 2 months worth of late payment fees if I failed to make a payment in 56 days I think I should be allowed the same courtesies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80124
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: By letter dated XX/XX/XXXX that is enclosed hereto as Exhibit " A '', XXXX XXXX ( " XXXX '' ) and PHH Mortgage Services ( " PHH '' ) responded to my complaint filed with the Consumer Financial Protection Bureau ( CFPB ) as complaint number XXXX with false statements as it pertains to an already time-barred debt and mortgage identified with account number XXXX, by : falsely addressing the Estate of XXXX XXXX XXXX as the Customer ( s ) for the above referenced account number when no such estate is connected to my property, and my husbands name was not XXXX XXXX XXXX ; and falsely declaring that I defaulted on my mortgage loan as of XX/XX/XXXX and mentioning the active illegal foreclosure under Docket No. XXXX wherein XXXX and PHH are falsely declaring XX/XX/XXXX as the date of default, when at all relevant times : ( 1 ) the false date of default as of XX/XX/XXXX contradicts the XX/XX/XXXX date declared for the same transaction under Docket No. : XXXX and a true copy of foreclosure complaint filed therein on XX/XX/XXXX ( the same day of my husbands death ) is attached hereto as Exhibit B ; ( 2 ) the false date of default as of XX/XX/XXXX misrepresents and falsely implies that payments were made towards the subject account number from XX/XX/XXXX through XX/XX/XXXX ; and ( 3 ) the false date of default as of XX/XX/XXXX unlawfully conceals approximately $ XXXX in payments that I tendered for the months due XX/XX/XXXX through XX/XX/XXXX during an extreme time of grief upon my husbands death, with approximately $ XXXX being cashed by predecessors and affiliates of XXXX and PHH as displayed within the checks enclosed hereto as Exhibit C. Furthermore, the foregoing parties along with their co-conspirator XXXX XXXX XXXX ( " XXXX XXXX '' ) are willfully refusing to answer and provide the information demanded by communications dating back to the end of XXXX to present date, pursuant to the Fair Debt Collection Practices Act ( FDCPA ) ( 15 U.S.C. 1962 ( g ) ) ; N.J.S.A. 12A:3-308 ; the Real Estate Settlement Procedures Act ( RESPA ) ( 12 U.S.C. 2605 ( e ) ) and the Truth in Lending Act ( TILA ) ( 15 U.S.C. 1601 et seq. ) ; and 15 U.S.C. 7021 ( f ). In closing, the conduct set forth above constitutes false statements to the CFPB by XXXX and PHH in response to complaint number XXXX in violation of 18 U.S.C. 1001, mail fraud in violation of 18 U.S.C. 1341 and continued engagement in unfair, deceptive, and unlawful practices by the foregoing parties in violation of consent judgments entered in the XXXX XXXX XXXX for the District of Columbia on XX/XX/XXXX in Case No. XXXX and Case No. XXXX on XX/XX/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: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A