Date Received: 2020-06-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: nothing I keep having credit rating value declines. It has caused me to pay higher deposits on an apartment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98682
Submitted Via: Web
Date Sent: 2020-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Per instructions from automated phone system, in XX/XX/XXXX, I went to the website to complete the hardship form for both my mortgage loans and received " Thank you for your submission '' responses. I waited for mail confirmation that the forbearance was processed. I called on XX/XX/XXXX and learned the automated process was not completed. I also learned a late payment notice was sent to the credit bureaus. I asked the rep if anything showed on my account notes about my filling out the form, he said no. While on the phone with the rep, I attempted 2 more times to fill out the form and received the same thank you response. No notes appeared on the system. There is clearly a break on their end. I waited until the next day to call back to confirm there were still no notes and the automated process did not happen to create the forbearance as was told to me would happen. PHH would not make the forbearance request retroactive which meant I had to make my XXXX payments ( which I obviously was looking to avoid since I just lost my job ), and I got hit with 30 day late notices on both my mortgages which dropped my credit score 60 points and below XXXX. The work I do requires credit checks and I will not be able to get another job with my current credit score. I may ultimately lose my home with no work all because their automated system did not work. If this happened to me, I'm sure it happened to others who were trying to avoid long wait times on the phone and taking what we thought was an easier route by processing over the phone. This is TERRIBLE service in the middle of a pandemic when people 's livelihoods are already distressed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2020-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our family was financially impacted by COVID-19 in XXXX and we requested help from PHH Mortgage to reduce our Mortgage payments via a loan modification. The agreement offered by PHH was that if we were offered one, we could not use the CARES act forbearance period. We were told it would only take 30 days to process, but they denied the request for a loan modification after almost 60 days of weekly phone calls and back-and-forth emails. Once we received that notice, on XX/XX/XXXX we requested the CARES Act Forbearance for our XXXX XXXX-backed mortgage per the terms required by HUD and XXXX XXXX. We were informed it would take 10 days to process our request and come to a decision, however they missed that deadline and say it's under review. They have stated they will not communicate any decision on our request except via standard US mail. I would like to highlight that they are not allowed to deny this request, and there should not be a 10-day research and review period to do so. Also, this company has dragged their feet at every step of this process and while we understand that they are inundated with requests, something this straight forward should not require that we make four ( XXXX - XXXX, XXXX, XXXX, XXXX - we have no expectation that we will be allowed to forebear until XXXX or XXXX at the earliest ) on time, in-full payments while we are hemorrhaging savings, which is exactly what this delay has caused or it will cause irreparable harm to our credit and per the PHH website they will put us into foreclosure and continue the action after the forbearance period is over. They will also only approve 90 days and require us to re-apply at the end of the 90-day period, even though they are REQUIRED by XXXX XXXX to issue it at 180 days. We have never missed a payment on our mortgage in 15 years. This is absolutely unacceptable for this unprecedented time.
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2020-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've been trying to get a written payoff quote from my mortgage company - PHH, serviced by XXXX XXXX for 2 weeks. I've submitted via their automated system and even called and spoken with a person. They said they've sent it but it never arrived via mail or fax. I'm trying to refinance and this has already delayed me closing on my refinancing with a new company!
Company Response:
State: WI
Zip: 541XX
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: By " monthly mortgage statement '' dated XX/XX/XXXX sent by mail from XXXX XXXX ( " XXXX '' ) c/o PHH Mortgage Services ( " PHH '' ) that is addressed to " Estate of XXXX XXXX XXXX '' with an alleged addressed at " XXXX XXXX XXXX, XXXX, NJ XXXX '', and sets forth : ( 1 ) on page 1 of 6, " Loan number : XXXX '' ; " Payment Due Date : XX/XX/XXXX ; " Amount Due : {$250000.00} '' ; and under " Important Messages '' that " You are currently due for the XXXX payment. Your last full payment was applied to the payment due XXXX. " ; and ( 2 ) on page 5 of 6 a " ** Delinquency Notice ** '' addressed to the " XXXX of XXXX XXXX XXXX '' stating in relevant part that : " You are late on your mortgage payments. Failure to bring your loan current may result in fees and foreclosure - the loss of your home. Your loan became delinquent XX/XX/XXXX. '' A true and correct copy of the " monthly mortgage statement '' dated XX/XX/XXXX sent to me from XXXX and XXXX is enclosed hereto as Exhibit " A ''. The foregoing recitals within the " monthly mortgage statement '' from XXXX and XXXX dated XX/XX/XXXX is indicative of unfair, deceptive and unconscionable debt collection practices using the mail in violation of 18 U.S.C. section 1341 in an effort to extort monies from me towards the aforementioned loan number associated with my home in New Jersey, by : ( 1 ) falsely using the name of the " XXXX of XXXX XXXX XXXX '' that does not exist, has no interest in the subject property or subject account number. ; ( 2 ) demanding monies towards an already time-barred debt and mortgage debt that matured on XX/XX/XXXX by acceleration through foreclosure commenced under Docket No. : XXXX in the New Jersey XXXX XXXX on the same day by late husband died ( XX/XX/XXXX ) and later dismissed XX/XX/XXXX. See a true and correct copy of the foreclosure complaint filed in Docket No. : XXXX on the same day my husband died, declaring acceleration of the subject account because of non-payment due on XX/XX/XXXX enclosed hereto as Exhibit " B '', and dismissal of the action as of XX/XX/XXXX enclosed as Exhibit " B-1 ''. ; ( 3 ) falsely declaring no payments were made for XXXX and the subject account became delinquent as of XX/XX/XXXX, when the complaint filed in the NJ XXXX XXXX by Litton Loan as an affiliate of XXXX and XXXX in Docket No. : XXXX on the same day my husband died ( XX/XX/XXXX ) declares under penalty of perjury that no payment were made towards the subject account since the installment due XX/XX/XXXX and the subject account became delinquent as of XX/XX/XXXX ( See Exhibit " B '' ). ( 4 ) omitting and concealing the trial modification agreement offered by Litton Loan and executed by me on XX/XX/XXXX, requiring three payments of {$1900.00} for XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX that were all timely paid and cashed by Litton Loan, and the latter failed to permanently modify the transaction or apply payments to the subject account. A true and correct copy of the XXXX XXXX, XXXX trial modification and three timely made payments for {$1900.00} made to and cashed by Litton Loan for XXXX XXXX, XXXX, XXXX XXXX, XXXX and XXXX XXXX, XXXX totaling {$5700.00} is annexed hereto as Exhibit " C ''. ( 5 ) omitting and concealing a total of {$10000.00} in payments that were made to and cashed by Litton Loan for the installments declared due towards the subject account on XXXX XXXX, XXXX ; XXXX XXXX, XXXX ; XXXX. XXXX, XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX. See Exhibit " D '' for a true and correct copy of the payments made to and cashed by Litton Loan towards the subject account for the months XXXX XXXX, XXXX through XX/XX/XXXX, XXXX ; and ( 6 ) omitting and concealing a total of {$5100.00} in payments that were tendered and presented to Litton Loan for the installments declared due towards the subject account on XX/XX/XXXX ; XXXX XXXX, XXXX ; and XXXX XXXX, XXXX that were returned by Litton Loan for several varying reasons, the middle of which instructed me to refer to my already deceased husband on the payment. A true and correct copy of the {$5100.00} in payments that were made to and returned by Litton Loan for the months XX/XX/XXXX through XXXX XXXX, XXXX are enclosed hereto as Exhibit " E ''.
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: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: By " monthly mortgage statement '' dated XX/XX/XXXX sent by mail from XXXX XXXX ( " XXXX '' ) c/o PHH Mortgage Services ( " PHH '' ) that is addressed to " Estate of XXXX XXXX XXXX '' with an alleged addressed at " XXXX XXXX XXXX, XXXX, NJ XXXX '', and sets forth : ( 1 ) on page 1 of 6, " Loan number : XXXX '' ; " Payment Due Date : XX/XX/XXXX ; " Amount Due : {$250000.00} '' ; and under " Important Messages '' that " You are currently due for the XXXX payment. Your last full payment was applied to the payment due XXXX. " ; and ( 2 ) on page 5 of 6 a " ** Delinquency Notice XXXX '' addressed to the " Estate of XXXX XXXX XXXX '' stating in relevant part that : " You are late on your mortgage payments. Failure to bring your loan current may result in fees and foreclosure - the loss of your home. Your loan became delinquent XX/XX/XXXX. '' A true and correct copy of the " monthly mortgage statement '' dated XX/XX/XXXX sent to me from XXXX and PHH is enclosed hereto as Exhibit " A ''. The foregoing recitals within the " monthly mortgage statement '' from XXXX and PHH dated XX/XX/XXXX is indicative of unfair, deceptive and unconscionable debt collection practices using the mail in violation of 18 U.S.C. section 1341 in an effort to extort monies from me towards the aforementioned loan number associated with my home in New Jersey, by : ( 1 ) falsely using the name of the " Estate of XXXX XXXX XXXX '' that does not exist, has no interest in the subject property or subject account number. ; ( 2 ) demanding monies towards an already time-barred debt and mortgage debt that matured on XX/XX/XXXX by acceleration through foreclosure commenced under Docket No. : XXXX in the New Jersey Superior Court on the same day by late husband died ( XX/XX/XXXX ) and later dismissed XX/XX/XXXX. See a true and correct copy of the foreclosure complaint filed in Docket No. : XXXX on the same day my husband died, declaring acceleration of the subject account because of non-payment due on XX/XX/XXXX enclosed hereto as Exhibit " B '', and dismissal of the action as of XX/XX/XXXX enclosed as Exhibit " B-1 ''. ; ( 3 ) falsely declaring no payments were made for XXXX and the subject account became delinquent as of XX/XX/XXXX, when the complaint filed in the NJ Superior Court by Litton Loan as an affiliate of XXXX and PHH in Docket No. : XXXX on the same day my husband died ( XX/XX/XXXX ) declares under penalty of perjury that no payment were made towards the subject account since the installment due XX/XX/XXXX and the subject account became delinquent as of XX/XX/XXXX ( See Exhibit " B '' ). ( 4 ) omitting and concealing the trial modification agreement offered by Litton Loan and executed by me on XX/XX/XXXX, requiring three payments of {$1900.00} for XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX that were all timely paid and cashed by Litton Loan, and the latter failed to permanently modify the transaction or apply payments to the subject account. A true and correct copy of the XXXX XXXX, XXXX trial modification and three timely made payments for {$1900.00} made to and cashed by Litton Loan for XXXX XXXX, XXXX, XXXX XXXX, XXXX and XXXX XXXX, XXXX totaling {$5700.00} is annexed hereto as Exhibit " C ''. ( 5 ) omitting and concealing a total of {$10000.00} in payments that were made to and cashed by Litton Loan for the installments declared due towards the subject account on XXXX XXXX, XXXX ; XXXX XXXX, XXXX ; XXXX. XXXX, XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX. See Exhibit " D '' for a true and correct copy of the payments made to and cashed by Litton Loan towards the subject account for the months XXXX XXXX, XXXX through XX/XX/XXXX, XXXX ; and ( 6 ) omitting and concealing a total of {$5100.00} in payments that were tendered and presented to Litton Loan for the installments declared due towards the subject account on XX/XX/XXXX ; XXXX XXXX, XXXX ; and XXXX XXXX, XXXX that were returned by Litton Loan for several varying reasons, the middle of which instructed me to refer to my already deceased husband on the payment. A true and correct copy of the {$5100.00} in payments that were made to and returned by Litton Loan for the months XX/XX/XXXX through XXXX XXXX, XXXX are enclosed hereto as Exhibit " E ''.
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: 2020-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I call and call and call asking about my payoff quote and they refuse to give me the payoff amount. I've provided all the documentation they've requested. They keep saying their " sorry '' but they refuse to let me payoff the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92064
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When my mortgage transferred to from one lender to PHH mortgage. They failed to escrow all my current taxes ( village tax ). That were already escrow. I have called multiple times and finally got someone to look into it. Now they are calling me and refusing to ID the company they are calling from when directly asked multiple time. I was only able to find out what company they were calling from based on reversing the phone number on XXXX. XXXX
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I received an off scheduled Escrow Statement from PHH Mortgage Services XXXX XXXX XXXX, XXXX XXXX, NJ XXXX. I received an Escrow Statement claiming a shortage with a Proposed increase in Payment. I called today, Monday XX/XX/XXXX & spoke with a female claiming to be XXXX, ID # XXXX then to XXXX, ID # XXXX regarding the matter. According to XXXX, the tax department checked the website in XX/XX/XXXX & claim the tax would go from $ XXXX {$3200.00}. I told him, Mayor XXXX XXXX sent out a letter that states, NO TAX INCREASE. He never requested a copy. He said he would forward the information to the unit that deals with tax. He was unable to provide me with the information from the City if XXXX that was used for the proposed increase in the mortgage. How many other residents are been ripped off by PHH who is part of Ocwen Service LLC ( who made a settlement to pay homeowners who they foreclosed on because of their procedures & policy )
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My home was wrongfully foreclosed upon, admittedly by the Mortgage Company. They attempted to rescind the foreclosure. OnXX/XX/XXXX, I received the following email " the sale rescission process on the account has been denied. Hence the modification will not be completed. Any payments received for modification will be returned '' Below are a list of events :XX/XX/XXXX - Submitted Mortgage Modification Application. XX/XX/XXXX - Rejected Modified payment amounts due to un-affordable, submitted Mortgage Mod. app. XX/XX/XXXX - Rejected Modified payment amounts due to more un-affordable ( higher hazard Ins. premium, because of claim filed due to damage from Hurricane Irma ) XX/XX/XXXX - Secured lower hazard premium, submitted Modification Application. XX/XX/XXXX - Ocwen received refund check of {$8800.00} from cancelled higher insurance premium.XX/XX/XXXX - Rejected Modified payment amounts due to lower hazard ins. premium not considered, submitted Modification Application. XX/XX/XXXX - Accepted Modification trial payments. XX/XX/XXXX - ACH first trial payments XXXX and XXXX XX/XX/XXXX - ACH 2nd trial payments XXXX and XXXX XX/XX/XXXX - ACH 3rd trial payments XXXX and XXXX XX/XX/XXXX - requested sole assumption of loanXX/XX/XXXXXX/XX/XXXX - received denial of loan assumption XX/XX/XXXX - returned signed modification agreement in return envelope provided ( received on XX/XX/XXXX ), due XX/XX/XXXX XX/XX/XXXX - submitted signed notarized Mortgage Modification agreement in return envelope provided. XX/XX/XXXX - returned signed modification agreement in return envelope provided ( received on XX/XX/XXXX ), due XX/XX/XXXX. XX/XX/XXXX - returned signed modification agreement in return envelope provide ( received on XX/XX/XXXX ), due XX/XX/XXXX. XX/XX/XXXX - XX/XX/XXXX - email sent to PHH XX/XX/XXXX ( names removed ) " I disagree with the reason for non-approval of modification of loans listed above. I have returned the modification acceptance documents immediately each time received. [ former spouse 's name ] is my former spouse, divorced since XX/XX/XXXX, I have no contact with him and can not obtain his signature on the acceptance documents. Your dis-approval of modification is because I returned the signed by myself notarized acceptance documents immediately upon receipt and without his signature. You approved [ my name ] to pay the amounts of {$1600.00} and {$82.00}, based solely upon my financial information and I gladly accepted these amounts. You then disapproved [ my name ] to pay the amounts listed above because my former spouse from whom Ive been divorced since XX/XX/XXXX did not sign the agreement. I would like to remain in my home, and would like to know what I can do to achieve this. '' XXXX Sole assumption of mortgage loans granted for first mortgage account number ending XXXX. XXXX Modification Appeal Review complete, PHH acknowledged an error to deny modification, recommend foreclosure rescinded for account number ending XXXX. XXXX Modification Approved {$2100.00} to begin XXXX ( 1st mortgage acct. ending XXXX ) XXXX - Modification Appeal Review complete, Modification approved, foreclosure rescind pending signed accepted modification agreement and 3 trial payments each {$2100.00} ( 1st mortgage ending XXXX ) XXXX - check # XXXX - XXXX, check # XXXX - XXXX, check # XXXX - XXXX XXXX Permanent Modification approval ( 2nd mortgage acct. ending XXXX ) XXXX Modification Approved, on hold ( citing foreclosure XXXX XX/XX/XXXX ) XXXX - check # XXXX - XXXX, check # XXXX - XXXX XXXX - check # XXXX - XXXX XXXX - received returned check # XXXX XXXX ( forgot to date ). XXXX - called PHH spoke with MsXXXX XXXX ( Specialized ) who requested a call back from XXXX XXXX who is assigned to account ending XXXX. XXXX - received a call from XXXX XXXX, he stated that he would request a refund of the 2 trial payments for account ending in XXXX received after the foreclosure sale. I requested a refund of the previous 3 trail payments since this was the second set of trial payments from the Mortgage XXXX Application I submitted XXXX, he said he would put in a request for a refund of these three payments previous to the foreclosure. I also requested a refund of the the 6 trial payments and XXXX for the mortgage ending in XXXX, he said he would request a call back from the representative assigned to that account. XXXX - received a call XXXX XXXX - representative assigned to account ending in XXXX, requested a refund of 6 trial payments plus XXXX. XXXX said she would request these payments.
Company Response:
State: FL
Zip: 33326
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A