Date Received: 2020-06-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 we contacted our mortgage company ( PHH Mortgage Corporation ) to inquire about re-financing our existing mortgage. We have been paying on the existing 30 year mortgage for 19 years and wanted to get out some of the equity to pay off some credit cards. The remaining balance on the mortgage was {$120000.00} and we wanted to get {$25000.00} out after re-financing. Also to get a lower interest rate, since we have been paying 5.75 % for 19 years. After providing all of the requested information over the phone the representative submitted the information for preliminary underwriting. She indicated that it did not pass but could not provide the reason. Initially she thought it was related to the debt to income ratio. But after eliminating debt to income as the reason she re-submitted it, and it still did not pass. She could not give the reason. I asked if we would receive something in writing explaining why it was denied. She indicated that we would receive a letter through their secure portal with the explanation. On XX/XX/2020 the Statement of Denial appeared in the portal with only one check mark checked under the category " Other '' it said " Credit application incomplete ''. We provided all the information that was asked of us. We allowed her to pull our credit files and do verification of employment. We have never made a late payment on the existing mortgage. In the absence of any other explanation, I'm left suspecting that we were denied because we indicated that we were of XXXX XXXX descent. We hope this is not the case, and that your agency can get a reasonable explanation for us.
Company Response:
State: MI
Zip: 48186
Submitted Via: Web
Date Sent: 2020-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I did a modification in 2009 and the company PHH Mortgage has never reflected my credit history to the three credit reporting agencies. PHH Mortgage Services XXXX XXXX XXXX XXXX XXXX, NJ XXXX Call toll free : XXXX Fax : XXXX. I have made all of my payments on time and I need this to reflect on my credit report. Because it is not there it creates confusion with companies that I am apply for credit with. I contacted PHH twice and was told that they would get back to me without success.
Company Response:
State: MD
Zip: 21043
Submitted Via: Web
Date Sent: 2020-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-07
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have made two separate complaints to XXXX and XXXX about information being reported twice from the PHH mortgage since early XXXX closing date. It shows that I HAVE TWO MORTGAGES with PHH, which absolutely incorrect. Im receiving phone calls and correspondence about one mortgage loan being past due and contacted PHH Mortgage and nothing has been resolved? The reported balances is {$280000.00} and the other {$270000.00}, which makes it appear on my credit report as over extended credit. Please let me know how to correct this error on my credit reports.
Company Response:
State: HI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have sent six payments that PHH Mortgage Services XXXX XXXX XXXX XXXX XXXX XXXX XXXX NJ XXXX XXXX claim they do not have which is not true. I have contacted XXXX and XXXX XXXX XXXX XXXX and they sent a letter and receipt mortgage company has payemts but they are not getting credit to my account. I can not get any help from them and I need help to credit account and suspense balance to bring me a month a head this is so unfair please help thank you. XX/XX/XXXX express payment XXXX XXXX ref XXXX XXXX The next five were made through XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX ref XXXX XX/XX/XXXX XXXX ref XXXX XX/XX/XXXX XXXX ref XXXX XX/XX/XXXX XXXX ref XXXX XX/XX/XXXX XXXX ref XXXX total amount XXXX for all six payments no applied and there is almost XXXX in my suspense balance they are not posting.
Company Response:
State: KY
Zip: 40324
Submitted Via: Web
Date Sent: 2020-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I dont even know where to start with this complaint, there are so many things wrong here. Currently, PHH/OCWEN is attempting to foreclose on my home. I learned of this in XXXX. I immediately disputed this and requested verification. The verification consisted of copies of the modification agreement I signed, some kind of account statement that made no sense to me, and few papers that looked like they were copies of other documents that were cut off or only a partial page of some unidentifiable documents. The verification also included contact information for a law firm handling the foreclosure. My conclusion from the very confusing, grammatically incorrect response I received as to why my property was being foreclosed on is that PHH/OCWEN denied the modification agreement I signed in XXXX of XXXX because I had not agreed to assume the mortgage after my husband died. I did sign an assumption agreement at the same time that I signed the modification agreement, but both have been completely ignored. PHH/OCWEN never offered me any explanation or information about assumption or modification after verifying that I am successor in interest. In fact once they received my husbands death certificate they locked me out of my online account and changed all the information in it so nothing about the modification he was given, or the payments made under it, was reflected. I didnt receive any communication at all from them until I started complaining. PHH/OCWEN claim the assumption i signed is invalid because the account was delinquent. Isnt that the reason for the modification? Setting that aside for a moment, I recently learned that the CFPB made some changes to rules concerning successors in interest in XXXX of XXXX. Among other things, these changes do not require a successor in interest to assume a loan prior to being considered for a modification. PHH/OCWEN has no legal right to deny my modification ( a year after it was signed ) because I didnt assume the mortgage. As successor in interest I am not required to assume the mortgage to be considered for modification.I am however, required to be treated as the borrower. XXXX further violated CFPB regulations by not communicating with me after I was confirmed as successor in interest. They have sent me no account statements, no notice of the modification being invalid, no notice of delinquency, no escrow or tax statements. The only communication I have received was the notice of foreclosure and the paperwork supposedly verifying the debt. The verification paperwork also contained an application for assistance which I completed and emailed to the address provided on XX/XX/XXXX. CFPB regulation also states that PHH/OCWEN must respond in writing within five days of receipt of the assistance application to notify me that it has been received and whether or not it is complete. They have not done this. I have not had any contact from PHH/OCWEN except for a single voicemail addressed to my late husband. Even though I have been confirmed as successor in interest since XXXX of XXXX PHH/OCWEN continues to attempt to communicate with my late husband. Mail is sent addressed to him which I never receive because the post office returns the mail of deceased people to the original sender, and voicemails have been left for him. My husband passed away in XXXX of XXXX and PHH/OCWEN received proper verification that I am successor in interest by XX/XX/XXXX. There is simply no excuse for them to continue to attempt to communicate with my late husband instead of me. There is also no excuse for them canceling the modification agreement I signed, and no excuse for not notifying me or communicating with me in any way until they notify me of pending foreclosure. In addition to submitting the application for assistance I have been working with a HUD counselor. Obviously I am not ok with losing my home, especially since I have made all the payments on time according to the modification agreement. PHH/OCWEN initially refused to speak with the HUD counselor and she reports that they even hung up on her once. She has finally been in contact and was informed by PHH/OCWEN that my application has been received and is being processed. PHH/OCWEN still has not communicated with me about the application. At the beginning of XXXX I received a letter from the law firm conducting the foreclosure. This was sent several weeks after my assistance application was received and is a violation of both federal and state laws concerning foreclosure and dual tracking. Once a loss mitigation application is received foreclosure must stop. The balance I supposedly owe according to the law firm is outrageous, almost XXXX more than it was at the time of the initial modification. Despite the evidence I have that my payments to PHH/OCWEN were received, they continue to claim that I havent made a payment since XXXX of XXXX. What have they done with those payments??? As I stated previously they have not provided me with any account statements or notices of delinquency. PHH/OCWEN has violated numerous rules here and because of this I am facing foreclosure and battling a company with quite a history of mishandling mortgage accounts. I read the lawsuit filed by the CFPB in XXXX XXXX XXXX. XXXX, and it sounds like nothing has changed with their practices since then. Based on that case, and the current violations committed by PHH/OCWEN I believe I have a very justified lawsuit if I were to pursue that course. In addition to the clear law and regulations that have been violated the actions of PHH/OCWEN have caused me extreme anxiety and panic attacks that prevent me from sleeping more than a few hours each night. They are causing serious damage to my mental and physical health. They have sent numerous people to my property to photograph my house and walk around on my private property. My XXXX XXXX XXXX mother lives with me and doesnt know anything about this, because, how exactly to you tell an XXXX XXXX XXXX who depends on you that you might be losing your home because of a mortgage companys incompetent/unethical actions? If we lose our home we have nowhere else to go. I work from home, without a home I will lose my job. How is this ok? Where are my protections? How does this company continue to violate laws and regulations and negatively impact the lives of so many people without any repercussions? How can I be faced with losing my home when I have done nothing wrong??? As the CFPB has already filed a suit against PHH/OCWEN for many of the same claims I am making I certainly hope they are making note of my current complaint. At this point all I want is for the foreclosure to stop. PHH/OCWEN can either honor the original modification I signed last year or give me a new modification within my income guidelines. I will happily assume the mortgage or do whatever else it takes for them to communicate with me, honor the agreements I sign and follow the laws and regulations around servicing my mortgage. Things like this should not happen to me, or any other people out there trying to do the right things.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 808XX
Submitted Via: Web
Date Sent: 2020-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : PHH MORT SVC XXXX - XX/XX/2018 2018
Company Response:
State: MA
Zip: 02125
Submitted Via: Web
Date Sent: 2020-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH said they were now serving my XXXX from Ocwen but I got no written notification. PHH has reported that I was late for three months on my mortgage which was untrue as I was sending payment through auto pay to Ocwen which did not send them to PHH. This happened between XXXX XXXX time frame. I contacted Ocwen when this showed up on my Credit report whom referred me to PHH. I contacted PHH as I and XXXX XXXX where deployed out of country and made the missing payment as I awaited Ocwen to return the payment. PHH claimed I did not make XXXX and XX/XX/XXXX payments But I can prove the payments did go to PHH. They also are not honoring XXXX XXXX SCRA orders provided to them in XXXX. I tried to make a mortgage payment an hour amok and they have disabled once again my ability to make my mortgage payment as they are fraudulently trying to get late fees from me. This is a disservice to me as a consumer not being allowed to make a timely mortgage payment and for phh to affect my credit by saying I've been late 4 times. This is erroneous and misleading information that I believe is racially driven and fraudulent to collect undeserving late fees.
Company Response:
State: AZ
Zip: 85641
Submitted Via: Web
Date Sent: 2020-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH has failed to correct the amount they are reporting as a balance for my loan via their website despite repeated and numerous contacts ( emails, phone calls, Notice of Error ). PHH has not corrected the error since I first notified them 109 days ago. This is an unacceptable, deplorable amount of time that, regretably, seems aligned with their general approach to providing customer service. PHH 's written response to the Notice of Error letter simply restates information I already know ( my loan servicing was transferred from the originating financial institution to a secondary institution ( and *not* PHH ) and requires me to take action that I have already taken twice ( and shared the results with PHH each time ). PHH is reporting an incorrect balance even though their own documentation correctly shows no balance as of the date of transfer and confirms they were never the servicer of this loan. Based on my experience, I recommend avoiding financial transations with PHH/XXXX if you have a choice.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53150
Submitted Via: Web
Date Sent: 2020-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: During the time of the Covid-19 PHH Mort Svs or XXXX told me that my late payment will not be report as delinquent on my credit report. I call in XX/XX/2020 ( to inquire about plans for Covid-19 ) and then I called XX/XX/2020 to see if account was current and it was and that no delinquent information was reported to my credit. Looked at credit report on XX/XX/XXXX and all three months were reported.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92508
Submitted Via: Web
Date Sent: 2020-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. I took out a loan for {$37000.00} back in XX/XX/XXXX with Ocwen Loan Servicing, the sold my mortgage to PHH mortgage which is the " same company '' I believe and now they say I owe {$51000.00}, and 15 more years. I don't know how that could be. 2. I believe this is the same company because they have my same account number and I did not authorize PHH to take any money from my bank account and they have been, I did do a stop payment because I did not know who PHH Mortgage was. Ocwen nor PHH notified me that PHH was my new mortgage provider before going into my account and took an additional {$300.00}. 3. They were over charging me for my insurance on my escrow and I started paying my insurance thru XXXX myself back in XX/XX/XXXX, and as of today XX/XX/XXXX they have not sent me my reimbursement for my insurance, that they have been taking and I've been paying it myself. They also knew because I did specify it and my mortgage went down by {$480.00}. 4.When the account was sold to PHH mortgage XXXX Ocwen reported me as being multiple payments late and PHH mortgage started my account as being multiple payments late as well. 5. PHH did a foerberance for me for this covid, but said that It was only good for XXXX, XXXX, and XXXX, because I was behind and that was't true, and I did send them my bank statements showing that I haven't been late or missed a payment in 5 years, yet they still report this on my credit report. They have been reporting incorrect information on my credit report which has damaged my credit significantly, some as much as 300+ months late. 6. I have been paying towards my principal and I did specify apply to principal and they have not been applying the extra payments towards my principal.
Company Response:
State: TX
Zip: 761XX
Submitted Via: Web
Date Sent: 2020-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A