Date Received: 2020-06-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH-owcen return my payment XX/XX/20 required me to get attorney statement to speak with them so Im sending you their statement etc Phh, ocwen XXXX Estate of XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA statement lower amount {$880.00} instead {$880.00} property address.has error should be XXXX XXXX XXXX XXXX XXXX XXXX.CA..wow again their error wont allow me to make payment also The Attorney letter got right on ... I spoke Wednesday with Agent XXXX XXXX XXXX their are remote..said it would take a week to get my statement etc Widow of Veteran XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX while return to stateside XXXX XXXX. XXXX yes I have suffered. 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: 2020-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I contacted PHH Mortgage to pay off my delinquent HELOC and no one has been able to help me. They transfer me constantly and tell me " emails have been sent '' but there has been no resolution for over a month.
Company Response:
State: MO
Zip: 657XX
Submitted Via: Web
Date Sent: 2020-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been affected by covid-19 and have additional health problems because of covid -19. Requested mortgage assistance with PHH Mortgage again they are not helping me stop the foreclosure sale date to keep my home. I have faxed my financial and paper work for mortgage help.Talked with several PHH customer service reps and they have not been able to help me. I don't want to lose my home.
Company Response:
State: TN
Zip: 38116
Submitted Via: Web
Date Sent: 2020-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was given a name and phone number to call XXXX XXXX at PHH and neither the number or extention gets me to hm. I want to work with PHH but they are not attempting at all to help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2020-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 I sent my final payment to pay off my mortgage to PHH Mortgage Services of XXXX. XXXX NJ XXXX. They requested an additional processing fee to pay for interest, lien release, recording fee, which I paid on time as required. The total pay off amount was {$1100.00}. However, they are still sending me statements instructing me to continue to make payments and stating that I still need to pay off that amount, even though they have taken it out of my bank account. One consumer representative told me that I would get a paid in full letter within ten days of sending the processing fee, however it has been nearly a month ago. Now I'm being told to continue making payments on the account. Why? Because they have not applied my payoff payment of {$1100.00} to my account. I am wondering if they are trying to get more money out of me, take my home away from me, or are just stupid. I have been an excellent customer and have always paid my payments on or ahead of time. If they will do the right thing, I will have paid this mortgage off 15 years early. There is no prepayment penalty on this loan.
Company Response:
State: UT
Zip: 84116
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Received a letter from the foreclosure attorney with a sale date for XX/XX/2020 for my property. Received mortgage assistance modification from PHH mortgage, made 3 Trial payments and is still making monthly mortgage payments. I resubmitted request for mortgage assistance with PHH mortgage for the fixed rate and 30 year mortgage term. I don't understand how I was sent a property foreclosure sale notice with a sale date XXXX XXXX and I called today and was told the new sale date is XXXX XXXX. I'm currently making monthly mortgage payments. PHH mortgage doesn't want to work with me to save my home. I need help to keep my home.
Company Response:
State: TN
Zip: 38114
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Im concerned that the lack of communication with PHH Mortgage Services, which is placing my residence at risk for foreclosure. I was behind two months prior to COVID-19. I reached out to the lender for forbearance as recommended by financial experts as a result of COVID-19. I received an email, dated XX/XX/XXXX, which appeared to indicate that my forbearance request had been approved. I sent two months ( XXXX & XX/XX/XXXX ) payments with the stimulus money I received via bill pay through my bank. However, the payments were returned by the lender. I have been unable to access the mortgage account online. Im also pursuing unemployment benefits and am awaiting payments. I spoke with two representatives, on XX/XX/XXXX, in an attempt to get answers to my concerns. The first agent ( XXXX XXXX was unable to answer my questions regarding why my payments were returned and the deferred balance that is represented on the monthly statement for XX/XX/XXXX. Acknowledging that she was unable to answer my questions she transferred me to her supervisor, XXXX ( Agent XXXX ), who informed me that the payments were not accepted because of a Notice of Intent, which he explained to me the meaning. I explained to him that I had not received a Notice of Intent and the decision I received from the mortgage company informing me that the forbearance request had been accepted. He assured me that he would email the Notice of Intent, which I have yet to receive. He also advised me that the forbearance was not approved. We also discussed the Deferred balance that is reflecting on the account which is close to the cancellation of debt ( XXXX ) by Ocwen which PHH Mortgage Services is a subsidiary. This account was included in a lawsuit filed against Ocwen for failing to process a loan modification request. His response was the regular principal balance and the deferred principal balance equals the outstanding principal balance on the account. Im not sure if Im being charged an interest rate for both balances as opposed to the one outstanding balance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Background Information : My bank statements verify that I purchased this home in XXXX and have never missed a payment. Loan service provider at that time removed the XX/XX/XXXX payment to a suspense account to partially repay wrongfully deducted hazard insurance. The error was reversed and no further funds were withdrawn from payments. But the removed funds were never returned, incurring delinquency charges that I have never paid. Because of the error and improper late fees, my account consistently appears to be one month behind, even though I have never missed a payment. I sent multiple letters to the original servicer and to each subsequent servicer, providing documentation and explaining what had happened. Each company stated that the problem had been resolved, however I continued to be charged fees that I would never have incurred without the unapproved home insurance payment. A new service company assumed responsibility on XX/XX/XXXX. I wrote to them in XX/XX/XXXX affirming my position. They answered in XX/XX/XXXX that there was no discrepancy after reviewing records from XXXX to XXXX with the attached records showing no late payment. I would have to pay {$9100.00} immediately. The current issue and reason for this complaint : A recorded phone conversation to servicing on XX/XX/XXXX informed the service company that I would be paying principal and fees separately and asked for these two amounts on that day and routing numbers. On XX/XX/XXXX I wired {$270000.00} to the company with an expectation that the funds would be applied. On XX/XX/XXXX they returned that amount to my savings account, with no explanation why the payment was returned. I wired the funds a second time on XX/XX/XXXX and closed the savings account. On XX/XX/XXXX I received a notice of default with intent to accelerate and notice to initiate foreclosure on XX/XX/XXXX. I sent the late fees, {$9400.00}, on XX/XX/XXXX. That same day I sent the sum of {$3400.00}, a miscalculation of the interest on the principle for XXXX, XXXX and XXXX. The real figure was {$340000.00}. They accepted these funds as reflected in the XXXX billing. With the principal in hand, fees paid, and false interest tolerated, I had hoped that they would be satisfied. The principal was returned on XX/XX/XXXX, two months after the funds were wired to PHH, again with no explanation why the payment was being returned. XXXX XXXX applied the funds to my checking account. I rewired the principal to the servicing agency on XX/XX/XXXX. The principal was returned to my checking account on XX/XX/XXXX without explanation.
Company Response:
State: CA
Zip: 95608
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Beginning of XX/XX/2020 I recieved a letter from my mortgage company stating my forced property insurance would renew XX/XX/2020. I made a payment on XXXX which cleared the escrow balance for the forced insurance bringing the escrow balance to XXXX. I also obtained my own homeowners with XXXX XXXX on XX/XX/20 which was promptly sent to PHH/Ocwen. Phh has verified receipt of the above document and yet is charging {$140.00} a month for an escrow account at XXXX balance. Phh has informed me as the mortgage company they have the right to tell me how my insurance will be paid and by whom being myself or them. I have paid my own homeowners insurance and do not care if PHH keeps the escrow account open only that they stop billing and attempting to intimidate me to pay for forced insurance I currently do not have.
Company Response:
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Nobody at this company speaks English. I have sent them the documents that they requested 3 different times and still they claim not to have received them. This has been going on for almost a year.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 438XX
Submitted Via: Web
Date Sent: 2020-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A