Date Received: 2020-07-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have a 100 % flawless record with PHH, yet they have referred me to collections. Sent me a letter that they are attempting to collect on a debt, and will inform the credit agencies with a negative report. I called them twice and both times when I asked why they sent me to collections they hung up the phone. A third call asking to talk to a manager and they refused. Calling into their automated system confirms my account is up to date.
Company Response:
State: CA
Zip: 959XX
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX is the holder of my loan. PHH Mortgage Services services that loan. I have been dealing with them for less than a year, and its been an absolute nightmare that only gets worse. I was unable to access my account via their website for the first 6 months. Anytime I would call I would be routed to an overseas call center, where no one knew how to help me. The one time I was able actually access my account was with the help of a customer service representative that was from the United States. Eventually, that problem got resolved. Since I have a VA loan, I requested a XXXX month forbearance of my payments, which I was approved for, but I would have to make a balloon payment when that expired. I opted out of the forbearance. However, they have twice sent correspondence to the VA telling them that I was behind in my payments. This is a complete lie. I have never fallen behind on my payments. I always make my payments usually a few days before the due date. I submitted my via their new and improved website. Their website said that the payment had been applied, yet it had not cleared my bank. When I rechecked the PHH website it said that I was late. When I called them, I was told that my bank rejected it as NSF. This is very surprising to me, because the money was there. I started a three-way call between my bank and PHH. I have a recording of that call. The gentleman at my bank, XXXX XXXX, verified that the funds were there and no payment for mortgage ever came through. I resubmitted the payment during this conversation. The website, again said that the payment was applied, as of today, it says the same thing. Yet, the funds are still in my bank account waiting for them to take the payment. They are trying to force late fees, or worse, foreclosure. Why are they allowed to do this?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 : During this Covid-19 Pandemic PHH Mortage Loan # XXXX has sent my loan to be foreclosured on, on my property XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX dispite XXXX. XXXX XXXX issued an executive order the suspension of foreclosures and evictions and dispite the CARES Act protection. For two months PHH would not allow me to make payments on my home and caused me to go into default and have piled on late fees and lawyers fees for months XXXX - XXXX during the Covid-19 pandemic. When I called XXXX XXXX office XXXX they were not able to give me what the reinstatement amount not were they able to tell me why my loan was sent to their office. They advised me to call back the servicer to get information as to what they reinstatement amount is and they could not tell me over the phone. I then called back the PHH and they advised that on XX/XX/2020 they sent my file to lawyer to be foreclosed.
Company Response:
State: FL
Zip: 33442
Submitted Via: Web
Date Sent: 2020-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: Money was sent by wire transfer We have a federal reserve confirmation number The bank says they can not find it. They said they will look for it. My wife has spent days on the phone and we are getting the run around. No one is calling us back. We think their should be an audit of this account from the time they aquired this loan from XXXX XXXX.
Company Response:
State: CA
Zip: 92021
Submitted Via: Web
Date Sent: 2020-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XX/XX/2020 consumerfinance.gov Consumer Finance Re : Payoff Company PHH Mortgage Loan : XXXXXXXX To whom it may concern : I sent a check in the amount of {$4700.00} to PPH Mortgage and they put my money into a suspend account on XX/XX/2020. They did not credit my account. Today, XX/XX/2020 I call XXXX the manager at PHH Mortgage, he said I could not pay off my account without a payoff quote. He ordered me one and it could take one to two I believe this is unfair, Im still paying interest on my loan on my current principle balance of {$4600.00} and they are getting interest on my money. Please help me get my loan payoff. My ID for the last complaint against this company is XXXX. The corporate office for PHH is XXXX XXXX XXXX, NJ. If you have any questions, please call me at XXXX. Thank you for your help in this matter. XXXX XXXX
Company Response:
State: CA
Zip: 91722
Submitted Via: Web
Date Sent: 2020-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This new complaint is a direct result of PHH/OCWENs response to my previous complaint about them mishandling everything with my account. In the companys response to my previous complaint they stated that they have sent me several documents concerning my account. I responded that I have not received any correspondence whatsoever, not by phone or mail or any other conceivable method. This complaint is specifically addressing the documents they claim to have sent. These documents, some addressed to me and some addressed to my late husband who has been dead for a year and a half, WERE ALL SENT TO AN ADDRESS NEITHER ONE OF US HAS LIVED AT FOR OVER SIX YEARS! SIX YEARS!!!! Where did they even get that address and why after having the loan for my current house for three years would they send it to such an old address?? How does this even happen??? Now they will no doubt charge me even more for their gross, disgusting incompetence. This just has to stop! The incompetence of PHH/OCWEN has made my life an absolute XXXX for over a year. I dont believe anyone can be this completely idiotic. It took effort to find an address that is over six years old. I suspect that documents were intentionally sent to the wrong address so they can deny the current modification offer, add more unjustified fees, and continue foreclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 808XX
Submitted Via: Web
Date Sent: 2020-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX has received a payoff of my mortgage. I sold my home on XX/XX/2020 and the attorney, XXXX XXXX, XXXX wired the payoff amount to XXXX. XXXX has refused to apply the funds to my account, reflect it as paid in full and issue a release. XXXX XXXX has also refused to refund the wire to the attorney after the attorney made numerous requests that the funds be applied to my account. To date, XXXX XXXX is still holding the funds ( Its servicer XXXX ) and has not returned them or reflected a paid in full balance on my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28210
Submitted Via: Web
Date Sent: 2020-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear XXXX, Cant you talk to us directly, at least once to listen our reservation and documented proof we, have. Please talk to below mentioned authorized official XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXXk, NY XXXX XXXX : XXXX Cell : XXXX Fax : XXXX Email : XXXX. You mentioned, we did not requested loan modification, per our record, we requested in XXXX We have sent proof to MA attorney General office today that we have applied for loan modification but did not get any answer from OCWEN. We have emailed you and left voice mail dated : Mon, XX/XX/XXXX, XXXX XXXX and Tue, XX/XX/XXXX, XXXX XXXX. We, just requesting you to talk us. We, however, believe we have a plan that will provide a winning situation for PHH and for the refugees we want to help. We have a benefactor who is interested in providing immediate financial assistance to us with respect to the XXXX XXXX XXXX building and we would like to discuss this opportunity with you after we have an opportunity to review the complete file. If PHH can accept the reinstatement, please let us inform, so that we can send you reinstatement in 4 business days. Or If PHH agree, we can proceed with pay of the loan, we have friends of XXXX, who have approved financing to go ahead. You will receive, formal communication from us by our attorney ATTORNEY XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX TEL : XXXX FAX : XXXX EMAIl : XXXX I would request, reply to him or contact him. We are in receipt of your letter dated, XX/XX/XXXX, explaining PHHs position regarding the mortgage loan with respect to the property at XXXX XXXX XXXX, XXXX, Massachusetts, and the auction sale of the property. In accordance with your offer, contained in your letter, to provide us with documentation related to the loan file, we are hereby requesting that you provide a copy of the entire file to us, including, without limitation, all documents and communications, regardless of form or type, for our review. After we have had an opportunity to review the file, we would appreciate your setting up a meeting with us as soon as possible to discuss any issues we have, with the goal of finding a fair and equitable solution for all parties involved. We are in receipt of another letter issued dated XXXX XXXX, received XXXX XXXX. Where you mentioned we did not apply for loan modification, however our record shows, we have requested loan modification Please be advised, If PHH proceeds with the sale of the property or any other way alter the title of property, before the providing us the loan file and give us an opportunity to review the documentation and give you documented proof, we have back to you, will be considered violation of the consumer rights and Ocwen agreement signed with MA attorney general office. Please be advised that nothing contained herein shall be construed as an admission or as a forfeiture of any rights we may have at law or equity. With kind regards,
Company Response:
State: MA
Zip: 01902
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was told by PHH that they had received my Authorization release form signed and completed. XX/XX/XXXX letters from PHH dated XX/XX/XXXX XXXX XXXX stated they needed more time they would reach out and hope to resolve this by XX/XX/XXXX XXXX2nd letter from PHH dated XX/XX/XXXX XXXX XXXX more time is needed XX/XX/2020 *3rd letter datedXX/XX/XXXX she stated no proof of payment XX/XX/XXXX.not true " see bank statements '' payment out and payment return.. XX/XX/XXXX I called PHH spoke XXXX Agent # XXXX was told to have my Attorney to call them to do payment plan ... this is nuts TIME IS STILL CLICKING ... I also told him. I was just going to send payment anyway. I didnt this are the very practices why I had to file for protection ... 3rd Complaint ... .Please help XXXX XXXX Widow of XXXX XXXX XXXX , US XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been turned down for a loan modification that started on XX/XX/XXXX. I have emailed out four different request for information and had countless conversations with PHH employees. This has been the most painful process I have ever endured. They request more information, I send it immediately. I hear nothing for an average of two weeks. I get another phone call. Mr. XXXX we need one more piece of information from you. I immediately sent the information. Two weeks later, again. Mr. XXXX we need you to verify a {$610.00} income you have. I informed the employee it is on my taxes {$610.00}. Yes but we need you to explain in writing this to us. I do as said and sent a signed letter. Two weeks later, I get another call. Mr. XXXX we need to know what the {$400.00} from XXXX XXXX XXXX XXXX XXXX is. I explained to the employee this is the bi-weekly rent payment on the house. I explained that in my second email to you with the bank statement you asked for from the start. The house is paying for itself. Just like the information you requested about the {$610.00}. Its in there as income. Why do you need to know where it came from? Therefore my predicament is this. Since XX/XX/XXXX PHH has prolonged the process until now my renters got a foreclosure letter delivered to the XXXX XXXX XXXX XXXX, Va. Address. They subsequently left and now my ability to make two payments is impossible. PHH was unwilling to work with me in the way that I could afford. I was just getting out of bankruptcy. My case was completed on XX/XX/XXXX. The Trustee Mr. XXXX XXXX did not sign the discharge until XX/XX/XXXX. I personally didnt receive my hard copy until XX/XX/XXXX, which is three days after I started negotiations with PHH. I should not be punished because I could not speak with PHH during my bankruptcy, because that is the law. As I did with OCWEN, when I never missed a payment I did not ignore my responsibility as I tried repeatedly to sign up for auto draft in XXXX and XXXX of XXXX. Both times I was told it was glitch in crossover of the two companies. I finally asked for a supervisor the third time. It was then I was informed PHH will not take auto drafts from people in bankruptcy. I said then tell me what I owe and what I am behind, and I will make up for it in, checks. Their answer was, we cant talk to anyone in bankruptcy. I informed the employee. This account is not a part of the bankruptcy. I left you all out of the bankruptcy. They said they still cant tell me. They did say you can go ahead and send checks. Now, would you feel comfortable with sending a check to an entity which does not allow auto draft and cant give me any specifics about my loan, and has a history like PHH? My point to be taken is : Please refer to " Additional Legal Disclosures '' Provided by PHH. OCWEN/PHH were not included in my bankruptcy I continued my house payments to OCWEN with auto draft. The last sentence under Notice Regarding Bankruptcy : States if the account is in active Chapter XXXX, XXXX, or XXXX bankruptcy case and an Order for relief from the Automatic Stay not been issued, the account holders should continue to make payments in accordance with the plan. I attempted on three occasions the make payments in accordance with the plan. PHH Customer Service informed me, because I was in bankruptcy I could not use auto draft. My understanding is the account was not under bankruptcy. Therefore I should have had access to auto draft and requested information for payments in accordance and information to my account. If I would have had access to my account records I would not be in this terrible mess. I still have yet to receive one bill for my house payment. PHH skipped that, and went right into foreclosure after my bankruptcy was finalized. No bank would give me the initial {$10000.00} credit they asked for in XXXX. Once my bankruptcy discharged was received I tried to get a loan. After my bankruptcy was discharged two banks, XXXX XXXX XXXX XXXX and XXXX XXXX re-entered remaining money to the three credit bureaus after my discharge date of said bankruptcy agreement. This put my credit below XXXX. I can send you the same information I sent the banks and sent XXXX, XXXX, and XXXX. The point of this letter is to show just how much PHH has not worked with me, how much they dont care if I keep the home or not. Everything I sent to PHH I am sending you. Signed Sincerely, XXXX XXXX XXXX XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 242XX
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A