Date Received: 2023-09-05
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: For the last year I am been trying to work with PHH and I am also workin with s law firm. I had a los of income from COVID and PHH just asks for more information and it has been redundant. There is no line of real communication with PHH. They just give us the run around and their staff is totally incompetent sand they should be out out of business.
Company Response:
State: CA
Zip: 90046
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Received 3 month XXXX XXXX XXXX to start XX/XX/2023 and made first payment XXXX, XXXX. Sent {$1900.00} to cover what I thought was {$1900.00} payment. Sent XXXX, XXXX payment of {$1900.00} which was returned to my bank. When called to find out why was told it was cancelled. Initial reason was because payment was short {$5.00} due to error on my part. I thought the payment was {$1900.00} and payment was actually XXXX. I explained that my eyesight was really bad and that I had been ill with a severe XXXX XXXX so it was an honest mistake. I asked to immediately send them the payment back plus the short amounts for XXXX and XXXX. However please note the XXXX payment in the same amount was NOT returned so i was not aware there was a problem. I didnt get a letter or a call from XXXX XXXX They told me I would have to send an appeal. I sent an appeal to reverse the cancellation and i called XXXX times to follow up and was told each time a supervisor would call me back and never received a callback. I called on XX/XX/2023 to find out if was resolved yet and was told it was denied and had been cancelled because they didnt receive the assumption package! ( Letter attached ) My attorney had sent the assumption package on XXXX XXXX ( email and docs attached ). Please note the date given for receipt of assumption package was 60 days from XXXX XXXX. So we actually had until XXXX XXXX to submit but they cancelled in XXXX! This company needs to be shut down.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92563
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: PHH Mortgage, formerly OCWEN, serviced by XXXX has repeatedly charged late fees and " other fees '' and has recently sent a " Notice of Default '' demanding payment of the mortgage payments that were already sent AND they demand the late fees for payments that were sent on time or they threaten to foreclose. I have always sent my payments prior to the 15th of the month, which is the allowed time frame per the mortgage contract. I have always sent my payments via certified mail and have receipts for each month. I will include some of these receipts as attachments. The most recent letter dated XX/XX/XXXX stated that the payment for XXXX hadn't been received. That payment was mailed certified mail on XX/XX/. They are attempting to charge me late fees due to their poor processing times. On XX/XX/XXXX XXXX sent a " Notice of Default '' stating that I had to pay {$2800.00} prior to XX/XX/, which included {$840.00} in late fees. " Failure to cure the default on or before the date specified in the notice will result in acceleration of the sums secured by this Security Instrument and the sale of the property. Upon acceleration, the total obligation will be immediately due and payable without further demand. '' On XX/XX/XXXX I sent a check via certified mail for the full amount of {$2800.00} to stop their threat of acceleration and foreclosure. I have sued OCWEN in a court of law for this exact same predatory lender tactic. I am willing to file suit against them again, but wanted to try this government complaint process first. Yesterday, XX/XX/2023, I received a credit score update and was alerted to the fact that PHH had reported two 30 days late reports to the credit reporting companies which has destroyed my credit. PHH Mortgage, formerly known as OCWEN Mortgage and their loan servicing company are predatory lenders.
Company Response:
State: TX
Zip: 75081
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XXXX XXXX checked credit reports. It was shown that my former lender erroneously/falsely reported to the bureaus a late payment on XX/XX/XXXX. I emailed them and shared the reports and they have indicated they have relayed this to the credit division. Im going through a heloc process and this is impacting my credit score.
Company Response:
State: CA
Zip: 90069
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: We are working with PHH mortgage for modification of loan on our home during this process PHH mortgage reassure us that as long as they are working on our application of our home It will not go in to foreclosure. Im writing to appeal the foreclosure legal action on my home. XXXX owns a construction business and business pretty much shut down during COVID. This loss of income impacted on our ability to make our payments on our house. We have sent numerous Mortgage Assistance Applications to PHH Mortgage. Each time, PHH Mortgage responded that they needed additional documents. We have promptly responded by providing the additional documents needed. We are frustrated that our efforts did not result in a loan modification that we needed to save our home from foreclosure legal proceedings. We have been informed that the Sheriff Sale was held on XX/XX/XXXX and our mortgage is currently in the redemption period. English is our second language and we tried to understand what was needed to fulfill the documentation requirements. We met with HUD Certified Housing Counselor, XXXX XXXX of XXXX XXXX XXXX in XXXX, MN on XX/XX/XXXX. We believe that PHH has failed to do their duty by dual tracking our loan modification request therefore we are appealing to PHH to reverse the foreclosure sale and filing a complaint with CFPB. Brief History : Missed first payment XX/XX/XXXX Sent first Mortgage Assistance Application via email XX/XX/XXXX to XXXX Received letter from PHH XX/XX/XXXX application is incomplete requesting one recent paycheck stub dated from XXXX within the last 90 days that reflect year-to-date income or two most recent bank statements dated within the last 90 days showing income deposits amounts. Resent 2nd Mortgage Assistance Application on XX/XX/XXXX with copies of paycheck stubs and 2 months of bank statements showing income deposit amounts per request via email to XXXX. Sent 3rd Mortgage Assistance Application on XX/XX/XXXX with bank statements and P/L statements to XXXX Sent letter via email to XXXX on XX/XX/XXXX with requested additional documents. Sent XXXX P/L Statement via email XX/XX/XXXX to XXXX. Spoke with account specialist on XX/XX/XXXX. Conversation was a mix of hope and anticipation. She shared that my loan modification was still undergoing a review, and advised me not to be overly concerned, but rather to grant them some time to meticulously assess the situation. She mentioned that the review process might take up to 30 days, and so I waited with optimism, hoping for a positive outcome. Getting in touch with the relationship manager has been a bit of a journey, often requiring 3-5 weeks of patience just to have an appointment conversation. Nonetheless, my commitment to cooperating with them has been unwavering. My partner and I diligently completed all the tasks requested from us, even taking on extra employment to demonstrate our sincere dedication. We genuinely believed that we were collaborating toward a viable solution, putting in not only hard work but also trust in PHHs efforts. Received email dated XX/XX/XXXX from XXXX XXXX, assigned case manager with appointment date of XX/XX/XXXX at XXXX pm XXXX. Spoke with XXXX on XX/XX/XXXX she conveyed some disheartening news the loan modification request had unfortunately, been denied on XX/XX/XXXX. Naturally, I was taken aback and needed to understand why this decision has been made. XXXX kindly explained that our current income wasnt sufficient to meet the qualification criteria. She emphasized the need for additional proof of income spanning three months- XXXX, XXXX, and XXXX. Trying to convey our commitment to resolving this, I shared that we had an extra income stream amounting to {$1200.00} per month XXXX requested these proofs on income. Received email XX/XX/XXXX from XXXX XXXX requesting updated income information, P/L for months of XXXX, XXXX and XXXX via email at XXXX or reply to this email. My utmost concern was the looming possibility of foreclosure. The thought of losing our home and the impact it would have on m XXXX XXXX XXXX daughter who was born in this home in XXXX. We are concerned what would happen to her school? She is a straight A student, with her education and stability left me deeply worried. We built this house in XXXX we bought the lot separately from the house motgage, we have upgrade and finished the basement adding 1bed room, and 1 bath, dining room, bar, home theater, classical dance studio, the PHH value our house at about {$450000.00} with out going inside the house. We can not give up our equities on our home. And our home is one of the biggest house on that area and close to our home the smaller house sold for about {$390000.00}, Our house is not only our home but also served as None Profit 503c XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX that I trained my student to preserved XXXX cultural and heritage for community. Where would I train my student now, Why would they want our home? We built our home for us to live there for the rest of our lives. With these anxieties pressing on my mind, I decided to ensure the security of the application by emailing it to both XXXX and XXXX the requested documents on XX/XX/XXXX ( same day ). XXXX requested documents again to XXXX on XX/XX/XXXX simply to guarantee that they had received everything they needed from my end. A follow-up call provided reassurance that the information was indeed received and I was asked for some more patience as they undertook their review process. Each time I communicated with a PHH mortgage specialist, my main concern was avoiding foreclosure. The specialists I spoke to consistently assured me that as long as PHH was actively engaged in the loan modification process, my home would not face the threat of foreclosure. This consistent message cultivated trust in me. I believed that PHH was genuinely invested in working alongside us. In these trying times, my hopes are intertwined with the notion that PHH recognizes the urgency of our situation and the emotional toll it was taking on my family. I placed my trust in their commitment to assisting us in securing our home and find a feasible solution. Emailed third time requested documents to XXXX on XX/XX/XXXX. Received letter dated XX/XX/XXXX from PHH indicating that they will review the application to determine whether it is complete. Sheriff Sale held XX/XX/XXXX XX/XX/XXXX brought an unexpected and deeply unsettling event to my doorstep. A real estate agent 's knock delivered the shocking news that our home had been sold at the Sheriff 's sale auction on XX/XX/XXXX. The abruptness of this revelation caught us entirely off guard. The belief that we were still actively engaged with PHH Mortgage to explore a loan modification solution adds another layer of confusion to the situation. Reacting swiftly, I contacted PHH Mortgage on the very same day for clarification. Despite the disconcerting news I had just received, the account specialist agent conveyed that our house was still in the process of being modified. Seeking further assurance, I probed the possibility of a foreclosure sale. Reassured by the mortgage specialist agent 's response that our house was indeed undergoing modification and not foreclosure. However, after they put me on hold for 10 mins, the subsequent conversation with a different PHH representative took a sudden and unexpected turn. Learning that our house had been sold and someone had already purchased it, undoubtedly brought about a whirlwind of emotions. Attempting to convey our ongoing commitment to finding a modification solution, only to be met with a sense of finality and the notion that it was too late, was incredibly disheartening. We were left feeling as if an essential line of communication had been abruptly cut off. The referral to consulting a lawyer for further guidance added a new dimension to our journey. It's clear that even the lawyer, while empathetic, was limited in their ability to provide comprehensive information due to the complexities of the situation. The Lawyer referred us to contact the loss mitigation department. I explained my situation to the loss mitigation person. He said there is nothing he can do all he can say is to get a lawyer. He said he told all the customers in the same situation, like us to get our own lawyer. The weight of uncertainty and the loss of control over our living situation is incredibly distressing. My concerns about the future of our home and the emotional toll on our family are entirely valid. In navigating these difficult circumstances, I am still seeking the necessary support and resources to find the way to obtain our house back. We dont want to lose our home. PHH Mortgage has failed to stop foreclosure proceedings. MN Statute 582 subd 6.c requires that if the Servicer has received a loss mitigation application after the foreclosure sale has been scheduled, but before midnight of the seventh business days prior to the foreclosure sale date, the Servicer must halt the foreclosure sale and evaluate the application. On XX/XX/XXXX, XXXX XXXX of XXXX XXXX XXXX in XXXX, MN spoke with XXXX ID XXXX XXXX of PHH. XXXX said that there just wasn't enough time to review the loan modification. He said normally it takes 37 days to review the loss mitigation packages. XXXX argued that if that was the case then why did the case manager arrange a phone meeting on the XXXX and requested 3 months of income then. He said that they were hopeful that the modification dept can be completed within timeframe and they were instances in the past which could have been completed swiftly and they do not require the entire time period to review them. She said that is not fair when one person gets their loan modification reviewed in time, but not for us. He then provided information on how to appeal. XXXX asked if we have received any information regarding HAF funds through HomeHelpMn program. We have never heard of this program. Had we been made aware of this program, we would have applied for it. The HomeHelpMN program closed XX/XX/XXXX. We have been made aware that PHH is a participant of the HAF program. Per CFPB, PHH is required to provide borrowers accurate information about the loss mitigation process, including, when applicable, accurate information about PHHs participation in the HAF program and how to communicate with PHH throughout the HAF application process. We have made and received many phone calls to and from PHH. Attached is the phone log. A complaint with Consumer Financial Protection Bureau ( CFPB ) has been filed on XX/XX/XXXX. We are asking PHH Mortgage to reverse the foreclosure legal proceedings due to their violation of dual tracking. They did not halt the foreclosure while reviewing our loan modification request and to help us find a solution to help us stay in our house whether it is a loan modification or partial claim.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: In XXXXXXXX XXXX XXXX, I completed an application and paid PHH {$100.00} to remove my PMI from my mortgage with PHH Mortgage. As part of the process, I had to also pay for an appraisal of my home to determine the value and if I was eligible to have my PMI removed. After not hearing results from PHH Mortgage I find out my mortgage was being transferred to XXXXXXXX XXXX. I assumed this process was going to be transferred as part of the transition. I continued to wait and called XXXXXXXX XXXX in XXXX XXXX XXXX asking about the PMI removal. I was informed by XXXXXXXX XXXX customer service that it was not transferred to my new account and that I would need to start the process over again, including paying for another appraisal. I am seeing reimbursement of my {$100.00} as well as the cost of having my home appraised from PHH due to the company failing to complete the process prior to selling my loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72019
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Account # XXXX To whom it may concern at the CFPB office, I can prove the Predatory Lending Fraud, Mortgage Fraud, Foreclosure Fraud, and Evictiction Fraud. As well as the Fraud at the XXXX. District Court, The XXXX Police XXXX. and XXXX XXXX. Predatory Lending. A $ XXXX mortgage on a house that appraised at $ XXXX in XXXX. Even now the house appraised value is $ XXXX XXXX reply is also an admission to Mortgage Fraud. with the reference to the balance of {$2500.00}. XXXX then decided to add an amount on top of the balance enacting a HAMP program that has no approval from XXXX or XXXX XXXX. Especially in XXXX I also feel this XXXX 's admission to Foreclosure Fraud. XXXX had a copy of the death certificates. Sending back the {$2500.00} pay off check, letting me assume the mortgage. but foreclosing on my dead parents for $ XXXX on a $ XXXX house. And finally, I believe now I can also prove the Eviction Fraud, The fraud at the XXXX District court, the fraud at the XXXX Police and the fraud at XXXX XXXX. On XX/XX/XXXX I was mowing the lawn on my home and side lot that I inherited from my deceased father and stepmother. The estate went through probate, I was awarded the estate and registered it withThe Registrar of Deeds in XXXX. A few XXXX police officers showed up to my house around XXXX am as I was inside my side lot. they told me they had a call from the balliff that they had said I threatened the bailiff. I said what do you mean I am mowing the lawn. The police then wanted me to come out of my fenced side lot .I asked them if they have an arrest warrant? What is your probable cause? The police didnt answer. More police started to appear all around my home and side lot stating they wanted to talk to me about the threats I made to the bailiff. I told them I didnt know of any bailiff Im mowing the lawn. If you dont have an arrest warrant I dont have anything to say and get off my property, At this time more XXXX police officers started showing up outside my fenced yard. The on duty Sgt.? came with bolt cutters, He cut the lock off the gate to the side lot XXXX XXXX. I have pictures and videos of him. The Sgt and a few other uniformed police officers attacked me and put handcuffs on me and dragged me to the police car. The police then broke into my home of 10 years and had animal control take my dogs and impounded my car out of the driveway. I was then lodged into the XXXX XXXX XXXX for XXXX hours as I was at the XXXX XXXX XXXX the police supervised while all my possessions were loaded into 3 dumpsters and locked me out of my house. During the finger print process. The officer that rolls my finger across the scanner. Rolled it on a sharp edge of the reader. And caused a very serious XXXX. I went to the XXXX. 3 times and finally had to have XXXX to remove the XXXX from my thumb.
Company Response:
State: MI
Zip: 48223
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: The sale was vacated last Friday on XX/XX/2023. I am asking for a final short sale approval so I can complete the short sale.
Company Response:
State: FL
Zip: 33160
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Hello I wanted to report a federal violation regarding PHH Mortgage services /XXXX. PHH has stolen {$23000.00} from XXXX XXXX XXXX XXXX claiming they never received it. They also incurred charges onto the account illegally after the homeowners passing, not knowing the son lived ( s ) in the home. In XX/XX/XXXX, XXXX illegally charged account # XXXX a {$10000.00} fee and numerous hefty charges every month thereafter. XX/XX/XXXX, XXXX started double billing the account, when learned of the sons deed of transfer on the house. The account was not even negative in XX/XX/XXXX, and they have illegally sent the account into foreclosure proceedings against numerous federal statutes and violations. Thank you.
Company Response:
State: OH
Zip: 447XX
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: PHH just sent me back a cashier 's check that they told me was applied as the last payment of my modification in XXXX. PHH approved a modification in XX/XX/2023. I paid, XXXX, XXXX and XXXX and submitted all documentation. For the XXXX payment they would only take a cashier 's check sent overnight. I complied. I called them on XX/XX/XXXX to see if they had received my check. They said they had and it had been applied to my modification plan. I spoke to PHH again on XX/XX/XXXX and XXXX. Both times they told me the XXXX payment had been received and applied to my modification agreement. This was a lie. On XX/XX/XXXX I receive a legal copy of my cashier 's check back in the mail to me. It has not been applied. Now I am trying to get the cashier 's check back in my account so I can try to make another payment to PHH. PHH wrote me today to tell me that the Family Transfer part of the modification is approved but the XXXX payment was not received. This is fraud. They had my cashier 's check for 2 weeks and lied to me saying it had been applied. They then turn around and send it back to me so they can earn more fees/etc and fraudulently deny the modification plan. How many lawsuits and fines and government intervention does it take to get this company to follow the law?
Company Response:
State: CO
Zip: 80524
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A