Date Received: 2023-08-28
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: PHH Mortgage has held our funds transferred from our bank account for more than 2 weeks now in a " suspense account '' and has not used them to pay off the mortgage as intended. We have called on multiple occasions and we receive different answers each time. The last few times we have been promised that the funds would be applied to our mortage the next day, but this has not occurred.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 376XX
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: PHH Mortgage Service continues to delay the process for the underwriters to complete my Maryland Homeowners Assistant Program grant. I have called and written to them and they continue to delay the process. PHH has failed to include complete and accurate information concerning my loan. Including remediating my loan for the harm it has caused, including the problems it has created for my struggling situation. PHH continues to engage in significant and systemic misconduct at nearly every stage of the mortgage servicing process. PHH Mortgage breaks abusive acts or practices and other federal consumer financial laws. The attachment mortgage statement will show the errors of what PHH Mortgage is displaying as illegal act to the consumer.
Company Response:
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: Attempting to sell my property, XXXX XXXX XXXX XXXX MD realtor told me house was paid in full and another home in XXXX XXXX MD on XXXX XXXX XXXX, XXXX MD also paid in full. The Maryland land property records show a forged, false and fraud power of attorney filed with the my home deeds Book XXXX, Page 292, file XX/XX/2019. This forged power of attorney signed by my now ex husband. Issues surrounding equity in my home I can not access and have tried reaching out to lender/servicer, title is missing, mortgage lender XXXX XXXX XXXX and XXXX XXXX . Original lender Ocwen now is PHH mortgage, customer account activitiy statement shows my payments are transferred as " Cash '' to " corporate '' not to mortgage/debt. Issues surrounding XXXX XXXX insurance policies, in which XXXX XXXX XXXX XXXX issued a $ XXXX dollar rental and business policy on my residential property. They will not honor any valid claims for damage to home, without significant deductible yet has extraordinary cost and policy changes without my knowledge. MERS shows home is paid off, mortgage servicer shows only a " hazard insurance '' XXXX XXXX shows significant policy difference, I am unable to access equity, Trusts in mortgage loan related to deed, that include a {$10000.00} payment to XXXX XXXX XXXX, and another $ XXXX easement for upgrade sewer system, Town of XXXX, MD. Property assessments have been altered since purchase of home. These easements, covenants and restriction due to forged/false power of attorney making change decision on my behalf. Trusts making it impossible to sell my home, multiple properties confirmed in my name by XXXX XXXX and Maryland Land records. Fraud EIN created using my SSN, false " businesses '' that may be stealing equity in my home, through unethical mortgage loan, insurance. I have sever HVAC repair need and can not access equity or sell my home, no realtor ( 6 have interviewed ) will sell my home or know how to assist.
Company Response:
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-25
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: The loan was initiated in XXXXXXXX XXXX XXXX. A loan re-forecast, which resets the amortization schedule for the entire loan, was initiated and completed in XX/XX/2022. From that moment on, PMI should have been removed since the auto termination date would have been re-calculated and it would have been found that we met the threshold to have the PMI removed. I reached out to PHH mortgage to request a refund of the unnecessary PMI payments totaling in {$980.00} which they declined multiple times. Their stated reason for declining was the original PMI auto-termination date of XX/XX/2033. This date changed as a result of the re-forecast.
Company Response:
State: AZ
Zip: 85379
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm filing a complaint against PHH Mortgage, the parent company being OCWEN as I understand. I received a letter from PHH dated XX/XX/XXXX as I do annually from PHH for my condo office to submit the Master Insurance Flood policy for our building for which the condo office always send promptly. They actually sent it twice as they initially said they didn't receive the insurance policy. The last submission by the condo office was sent XX/XX/XXXX. Our condo office complied with the statewide increase in Flood Insurance by giving us a Special Assessment over a year ago for each unit owner to pay thousands of dollars extra for the new statewide increase for Flood Insurance for which I paid. Last year it was fine when PHH received the new Master Flood insurance policy from our Condo office. There has been no other increase in flood insurance for this building as the office would notify us. Now all of a sudden, this year PHH wants to Force Place Insurance on me and other customers. The PHH letter on XX/XX/XXXX states the deficient Coverage Amount is XXXX. This makes no sense that our condo building would not be compliant and it needs to be investigated. Besides, I live on the " XXXX floor '' of my condo building and have never had a flood. This issue has come out before with insurance and mortgage companies trying to do these unprofessional things with customers in condo 's filing complaints as I read, especially for owners on floors higher than the XXXX floor it was over turned and these companies were not allowed to these unethical things. Someone needs to notify PHH of this. I contacted the FEMA Insurance office today XX/XX/XXXX and explained the situation. They felt PHH was " over stepping their bounds '' with asking for money for more Insurance coverage from me when my condo office for the 2nd year has submitted proof of increased full Flood coverage regulated by the state of FL and PHH has this Master Flood policy on file. FEMA Insurance dept., asked me to immediately contact FFIEC and have this examination council to check into PHH mortgage practices. I told the FEMA office I would do this as well as contact your office to file a complaint. As you know from experience going back before XXXX, these Mortgage companies and Insurance companies have both conducted some shady operations with their customers and this one defiantly doesn't seem to be legitimate to me. I am hopeful you will send a letter to PHH or direct me on how to handle this with your support to show the filing of this complaint. Please let me know in the best way possible what to do with PHH Mortgage. I look forward to your reply. Thank you.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In the past 3 years since we purchased our second house our mortgage servicer has changed 3 times, twice within the last year alone. The new servicer, PHH Morgage, charges an outrageous fee to pay online, {$7.00} to pay online or {$17.00} to pay by phone. This is well over what actual transaction fees would cost them, around XXXX cents per transaction, so they profit {$7.00} per transaction per customer for absolutely no good reason other than to make it convenient for the servicer because XXXX forbid the customer be convenience, they can't even email a payment conformation to you. None of the other servicers had such fees. It's abhorrent to XXXX people 's wallets for something in which they have NO choice over. Consumers can not choose who services their mortgage so we get stuck with XXXX companies that charge ridiculous fees just for the pleasure of doing so.
Company Response:
State: SC
Zip: 29316
Submitted Via: Web
Date Sent: 2023-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I genuinely believe that PHH Mortgage 's call center representatives have many times provided me with incorrect information, which has led to my current predicament. In 2011, my late mother suffered a XXXX that prevented her from continuing to make mortgage payments. Since then, I've moved in and taken on the responsibility of contributing to the monthly payments. Unfortunately, when the COVID-19 pandemic hit, I lost my job, making it impossible to sustain the payments. Having a power of attorney, I began collaborating with PHH Mortgage to secure a modification. This process has extended over two years, involving numerous interactions with the call center and different representatives, each yielding varying answers. There have been instances where I couldn't verify my identity to discuss the modification, necessitating callbacks to rectify the situation. Strangely, another representative would then successfully verify me. Although a specific representative was assigned to my case, I've been unable to communicate with them throughout the process. Subsequent calls from or to PHH Mortgage would connect me with different representatives, some of whom seemed unfamiliar with how to proceed with my case. I never fathomed that my loan would reach its current dire state. I was genuinely led to believe that a modification was in the works. After submitting requested documents and receiving confirmation of their sufficiency, I later learned from another representative that some documents were still missing. I was once informed by a representative that a resolution had been reached and that I would receive a call to discuss the details. Regrettably, that call never materialized. Upon revisiting the matter with another representative, I was disheartened to be informed that no resolution had been established for my case. The most devastating revelation came from a company representative who informed me that my loan didn't qualify for a modification from the outset. They shared that the property was moving toward pre-foreclosure. According to them, the sole solution to avoid losing our home is to make a lump-sum payment for the past two years. This situation has left me disillusioned, misled, and deeply troubled to face my family. The prospect of returning to work in XXXX offers some hope. As a member of XXXX XXXX, I'll be able to earn sufficient income to bring the mortgage current.
Company Response:
State: NY
Zip: 11706
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I started receiving help notifications about saving my home from foreclosure and didn't understand why. I went to my online account site and it stated I had missed my XX/XX/2023 payment. I quickly called to no avail, telling them I have proof it was paid. I sent verification from bank that it was in fact paid. My account still showed I was behind by one payment. I filed another complaint through the PHH website asking what is the issue now. The Company representative stated that it wasn't the XXXX payment, but the XX/XX/2023 payment. I disagreed once again with him ( PHH Escalation Manager XXXX? ), and sent him proof of XXXX Payment. He assured me he would look into this and get back to me. It's been over a week and I still have had no communication from him. I have sent reminders and sent another complaint through the website. My account is now showing late for XX/XX/2023 on website and nothing has changed. Attempts to contact have led to a person who does not listen and argues with me with every question. I have documentation of their online transactions which make no logical sense with all kinds of transactions stating Misapplied funds etc.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 173XX
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have not received an answer to my Qualified Written Request that I sent to both Ocwen Mortgage, PHH and Litton Loans. Even though this complaint is for Litton all of these companies have asked me to pay them for my second. I've asked all of them several times who is the secured party that they sought to receive payment for. I do not believe I owe anyone who has contacted me thus far, so I have answered no to have I missed a payment. I have attached my last QWR in this complaint.
Company Response:
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have not received an answer to my Qualified Written Request that I sent to Ocwen Mortgage, PHH and Litton Loans. Even though this complaint is for Ocwen all of these companies have asked me to pay them for my second. I've asked all of them several times who is the secured party that they sought to receive payment for. I do not believe I owe anyone who has contacted me thus far, so I have answered no to have I missed a payment. I think the account # is XXXX but if they give another number that is ok I just need to know who they were collecting for. I have attached my last QWR in this complaint.
Company Response:
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A