Date Received: 2020-06-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 I contacted PHH Mortgage for loan forbearance as allowed and mandated by the FHA. As evidenced in the documentation I will be submitting, first PHH deceitfully attempted to get me consent to a loan modification. When I convinced them that this was not what I had contacted them for, they then only offered 3 months suspended payments with a lump sum of all past due amount payable at the XXXX month due date, rather than the minimum 6 months forbearance with no lump sum payments as mandated by the FHA loan program. Since pointing out to PHH that their offer was non-compliant with FHA mandate they not have ceased communication but for vague form letters.
Company Response:
State: NM
Zip: 880XX
Submitted Via: Web
Date Sent: 2020-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-30
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I had a bankruptcy over 10 years ago. During the tough times of past recession years, I struggled but managed to keep my home. I have kept my mortgage payments current and would like to refinance to a lower interest rate. I am having problems qualifying because my mortgage company PHH Mortgage Services, formerly OCWEN refuses to report my payment history to the 3 major credit bureaus ; other lenders have told me without that information on my credit report, they will not consider refinancing my loan. I am stuck in a situation where I can not lower my current interest rate or get an equity loan to make many vital repairs. My home is old and desperately in need major of work. I have a decent income from a stable organization and a small amount of savings. Please assist me and others that are trapped in this dilemma even though we have moved on and are diligently trying to keep moving forward. Your assistance would be much appreciated. Sincerely, Homeowner on the rebound
Company Response:
State: CA
Zip: 90032
Submitted Via: Web
Date Sent: 2020-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: A brief history : * We closed out our loan with PHH Mortgage on XX/XX/2020. * We waited the 30 days or so for the escrow check to be processed. *First call to check on check status in early XXXX, told it was in the mail as of XX/XX/XXXX ; was asked by agent to please wait a few more days. I waited ~5 days, but did not receive check **Meanwhile, I did receive several other pieces of mail from PHH dated later than XX/XX/XXXX ( e.g. final escrow analysis ). Find out in later conversations that the escrow department has been sending checks to my street address but in XXXX XXXX not XXXX XXXX where I live. *I called again the next week XX/XX/XXXX, this time the call escalated to Mr. XXXX . He said they would send a check. A XXXX arrived the XX/XX/XXXX with a check!! I then deposited that check only to find out a few days later that the funds were rejected by the PHH 's bank, since the check I was sent had a stop payment placed on it. **My bank charged me {$12.00} returned item chargeback fee for the trouble *I call back again, XX/XX/XXXX to XXXX. Find out that PHH cut another check XX/XX/XXXX and then sent that check to my street address, but again XXXX XXXX, and they " will escalate '', with no promise on timeline Called yesterday XX/XX/XXXX for a status update, nothing back Called again today, XX/XX/XXXX for status update, again no progress
Company Response:
State: TX
Zip: 78209
Submitted Via: Web
Date Sent: 2020-05-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I requested a payoff amount for my loan, I am in bankruptcy so there is already hoops to jump through. On XX/XX/XXXX the person I called said it was faxed to the closing attorney. I called the closing Attorney and they said that they have not received a fax. I called back on Tuesday the XXXX and they said it takes 24 hours for it to upload and be in their system to re fax it. I called back on the XXXX and they said it takes 3 more hours, still nothing, called back again and they said the same thing. Same thing happened on the XXXX, called a couple times as well. Called today XX/XX/XXXX and they said it takes 10 days to get the payoff amount. I told them they said it should take 24 hours and the guy said no it takes 10 days. I asked to speak to supervisor and the original guy hung up on me. I called back requested supervisor and she said nothing was submitted at all!! She then said she would escalate this and submit it ASAP and I should get the payoff next week. This could cost me the sale of my house taken this long to process.
Company Response:
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2020-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We were placed in covid hardship program which we do not want. This is affecting our ability to get other loans. We have called the bank a dozen times to have them take us out of the program and the representatives keep telling us its a great program and we should be in it. They will not let us out and will not update our account and credit report. We call in each day and each time they tell us nothing has changed we are still in hardship and that we should be in it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2020-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan is owned by OCWEN Loan Servicing. Ocwen 's CEO was criminally charged for inside trading and Ocwen purchased PHH Mortgage Services to hide from its bad reputation and place our account in care of XXXX XXXX on behalf of PHH. Ocwen removed from its statements or did not instruct PHH to include a detailed description of the Deferred Principal Balance or Balloon Payment. Ocwen 's statements depict my additional payments as credited to the " Deferred Principal Balance '' payment, which originally began at {$40000.00}. It is now at {$14000.00}. However, Ocwen through PHH now claims that I can not make said payments, ( after challenged ), it states that I can, but that it will not apply my payment as I request. Rather, it will apply it as it wishes and will be identified as Extra Principal, which is NOT the same as an extra payment toward the Baloon Payment. I have made numerous calls and spoken to Supervisors, I emailed the head of the Board of Supervisors and am waiting for a response. A series of changes have taken place. 1. First Ocwen credited my payment as I requested, 2. then after it purchased PHH , it did not. 3. Then after I complained and being told that I can not pay toward my Baloon Payment, it did but only for 2 months. 4. Ocwen/PHH again is not crediting my account as I request. 5. Ocwen/PHH refuses to provide a detailed statement to include my Principal Deferred Balance, Balloon Payment or as they identity if, my " 2nd loan ''. I spoke to a PHH Supervisor and am still waiting for confirmation of correction. I spoke to another Supervisor and I am told that Supervisor # 1 is new and doesn't know much. I am still waiting to hear from Supervisor # 2. Why am I being forced to spend so much time on a matter that should be on my statement? Ocwen/PHH is failing to provide me with an itemized detailed statement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90018
Submitted Via: Web
Date Sent: 2020-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-29
Issue: Problem with customer service
Subissue:
Consumer Complaint: We are a XXXX XXXX that preformed work for homeowner through their insurance company. The homeowner has a mortgage company that the insurance company had to attach to two checks for the mortgage company to endorse. The mortgage company has been supplied with all necessary documentation proving that the work has been completed. The mortgage company will not release the checks back to the homeowner to pay us. The work was completed on XX/XX/2020 and we sent the mortgage company a certificate of completion, up to date copy of W9, a copy of our business licenses and insurance, a copy of the signed contract between the homeowner and our company and photos of the before, during & after process of work performed. We have sent emails, faxes and have called every day to follow up with them and they will not process us payment. Please help us and the homeowner. Thank you.
Company Response:
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2020-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Coorrespondence was XXXX XXXX PHH CEO XXXX XXXX, for assistance regarding the payoff balance described in a XX/XX/XXXX PO notice. The current PO balance is {$450000.00}, The original balance was {$450000.00} in XXXX, There is zero credit for 15 years ( 180 mos ) of making payments. There have been missed payments due to a bankruptcy in XXXX and the reduced work ability resulting from my XXXX diagnosis with XXXX XXXX and my earning ability is now further impacted by the COVID 19 pandemic. The loan was originated in XXXX, with an original principle balance of {$450000.00}, with a 30 year term at 4 % interest rate. Based on those terms, the loan would have had an amortized balance at month 132 ( XXXX - XXXX ) of XXXX, plus missed payments at the time a modification was executed in XXXX Based on the XXXX Home Affordable Modification Agreement ( HAMA ) with Ocwen Loan Servcing LLC, the then existing principle was adjusted to a new balance of XXXX. ( a ) What was the existing calculated principle balance a time of modification? ( b ) how much was added to the principle balance? Is there a payment history record from XXXX to XXXX from the original servicer, XXXX XXXX? Also, I was never provided a dated, lender/servicer signed HAMA document
Company Response:
State: AZ
Zip: 85718
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint requests that PHH Mortgage Services be compelled to credit my mortgage loan account, without further delay, the sum of {$5000.00} earned and creditable in the 6th year anniversary of HAMP modification as a performance incentive, which in my case was due on or about XX/XX/XXXX. OCWEN, the parent company of PHH and the servicing predecessor, did not credit the incentive as it was supposed to. Rather, on the eve of the due date, OCWEN transferred the loan to its subsidiary -- -PHH . PHH in turn denied the incentive alleging delinquency of over 90 days. However, I contested the allegation because I placed my loan on automatic payment after the loan modification and had no notice of any payment not being received. Following investigations, PHH finally determined that the denial was erroneous and apologized. But rather than take responsibility for its and its parent errors and credit my account, PHH chose to further postpone the crediting 2-3 months out, allegedly pending its report to US Treasury Department per its letter dated XX/XX/XXXX. PHH should not be allowed to hold me hostage for its errors even as it continues to charge me interest on the {$5000.00} principal
Company Response:
State: CA
Zip: 92880
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my home and closed on XXXX XXXX. My new lender paid off the previous loan in full on that date to PHH mortgage d/b/a XXXX XXXX. I was supposed to be refunded my escrow amounts totaling over {$9000.00}. Instead for the past several months subsequent to my refinace with a new company I have received delinquency notices for several months from my former lender PHH for payments not owed because the loan was paid off in full with no deficiencies whatsoever. I have spoken with them on numerous occassions and they admit that they received the full pay out on XX/XX/XXXX and could not explain why it had not been applied and the account closed. They assured me that they would send my escrowed funds. It is my understanding that the law requires them to refund my escrowed funds within 20 days. It is now 42 days later and I have yet to receive my refund. When I called they said they applied the pay out on XX/XX/XXXX and not XX/XX/XXXX. That is their own internal mistake and does not justify them not returning my money. I believe that I should be paid interest from the date they should have paid me until I receive it and if there are any penalities applicable I request that they be imposed. If the shoe were on the other foot they would charge me late fees plus interest. Most importantly they should expedite my escrowed funds to me immediately.
Company Response:
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A