Date Received: 2020-05-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The acquisition of PHH Mortgage by Ocwen was supposed to cure the enormous problems that Ocwen had - it hasn't. PHH is worse than Ocwen in customer reposes and service -m there is no one to talk to, they are not responsive to legally responsive questions, or the customer is just ignored.
Company Response:
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2020-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: One of my continuous issues with my mortgage company PHH MORTGAGE IS THE INCOMPETENCE. IN XX/XX/2020 I ATTEMPTED TO REFINANCE. THE ISSUES WERE SO BAD THAT I RESORTED TO FILING WITH CFPB. I HAVE NOT REFINANCED TO THIS DAY. PHH LIES AND SAYS IT TRIED TO HELP ME BUT THE SAD PART IS THEY PASSED THE BUCK TO STALL AND COVER UP INCOMPETENCE. I SPENT A WEEK ARGUING WITH AN NEW AGENT WHO INSISTED THAT I MUST GET MY OWN CERTIFICATE OF ELIGIBILITY FROM VETERANS AFFAIRS. UNTRUE. AS A VETERAN I TRIED FILING FOR A VA LOAN. IT WAS RIDICULOUS. I HAD TO ARGUE ANOTHER AGENT DOWN ABOUT BEING A XXXX VETERAN AND THAT FACT RELEASED ME FROM SEVERAL OBLIGATIONS IN REFINANCING. ONCE AGAIN ABOUT A WEEK WASTED WHILE THEY SELF EDUCATED. THEN THE AGENT COMES BACK AND INFORMS ME THAT I HAVE TO HAVE AN HOME INSPECTION DONE AS PART OF A VETERAN CLOSING. IT TOOK 2 MONTHS TO FIND OUT I WASN'T QUALIFIED FOR THE INTEREST ONLY REFINANCE. I ASKED WHAT OTHER TYPES OF REFINANCING IS AVAILBLE. THE AGENT AND I HAD A DISAGREMENT. I HAVEN'T HEARD FROM ANYONE SINCE. THIS IS DEPLORABLE. I TRIED CALLING AND ITS SO HORRIBLY INEFFECTIVE BECAUSE THEY DONT KNOW WHATS GOING ON AND WILL TRANSFER THE CALL TO THE USELESS DEPARTMENT.
Company Response:
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2020-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH LN XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX XXXX XXXX The short sale package was faxed to PHH on XX/XX/XXXX/20. On XX/XX/XXXX they confirmed receipt of the package and said it was under review. We have called many times since then and have been told there were no updates. It has been over a month since they received the package. PHH is claiming they are having issues due to COVID. However, they have DONE NOTHING AT ALL IN OVER A MONTH. This is NOT acceptable. I understand the impact COVID-19 has had, however, the reset of the real estate industry has figured out a way to move forward, as have the rest of the servicers. At this point This is not a COVID issue we have been having these same issues on every file with PHH since last fall. PHH is just grasping at yet another excuse to not work on their files. This is a violation of their servicing guidelines. I want the short sale reviewed and moved forward in a timely manner.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Contacted my mortgage loan company on or about XX/XX/2020 about any programs available to delay payment of our home mortgage due to the Covid -19 issue. The PHH Agent said that they could do a forbearance for 90 days without reporting this to the Credit reporting agency 's. I requested information to be sent to my x-wife as she is a partner in our property. The info was to be mailed to the property address. About a week passed without receiving any correspondence. On the XXXX of XXXX I generated an email to PHH I had not received any correspondence. On XX/XX/XXXX I received an email stating that PHH records indicate the Forbearance Plan had been set up. Due to high volume there could be a delay. We did not request to be put on any plan only for information. On XX/XX/2020 I was alerted that my x-wife 's FICO dropped 52 points and when checking mine found it had dropped 62 points even though our mortgage payment for XXXX had been paid. On XXXX I spoke to XXXX ID # XXXX and was told that a Supervisor from credit reporting would call me back in 24-48 Hrs. XXXX called back and said he was the Supervisor and there was nothing he could do and I should contact the credit reporting companies. I requested his Supervisor and have heard nothing.
Company Response:
State: CA
Zip: 92869
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I was orginally with Ocwen until PHH Mortgage came and replaced Ocwen. Then Ocwen put 2 accounts under the Ocwen name on my credit report. There is one open account from PHH Mortgage on my XXXX credit report. There are 3 closed account on my XXXX credit report one of them is a HELOC that is mine the other 2 are Ocwen. I never had 2 accounts with Ocwen. It shows that I have had 2 loans with Ocwen which is not true.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have tried to work with my lender but they refuse to provide the documents where they said that I can only receive one modification. I have submitted a complete packet but got denied because they said I have maxed the number of assistance options. I was never disclosed any paperwork where it advised that I can't ask for help from my lender
Company Response:
State: CA
Zip: 94559
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I opened a request for mortgage forbearance in XX/XX/2020. I submitted multiple forms and documentation that they requested to substantiate my hardship due to COVID-19. I had to submit these forms multiple times. No one responds by email and when someone contacts me by phone, I'm told I have submitted everything needed ; however, I received a collection letter in XXXX and a collection phone call in XXXX. My mortgage is backed by XXXX My understanding is that due to CARES I only need to state I have a hardship for my mortgage loan to be placed into forbearance. The requirement for documents has been a burden and the attempts to collect when the servicer knows I am in the process of requesting forbearance have a hardship has been confusing and stressful.
Company Response:
State: GA
Zip: 307XX
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband ( XXXX XXXX ) and I purchased our home in XXXX with a first and second mortgage with Ocwen ( now PHH ). We were able to get from under PHH with the first mortgage. However, the second mortgage which was originally {$45000.00} at 12 % in XXXX with a monthly payment of {$480.00} and only {$2.00} or {$3.00} going to the principal. We have made timely payments with no late charges or returned checks. This is XXXX and the current balance to date is {$44000.00}. The monthly payment remain at {$480.00} with only {$22.00} going on the principal. Yes, to date we have payed PHH over {$70000.00}. Yet, they ( PHH ) sends us an end-of-year tax form stating that we have only paid {$3000.00} in interest and we have paid much more. We have call PHH ( Ocwen ) several times in an attempt to get a lower interest rate and/or refinance and have had no success. 14 years later we have only paid {$860.00} on the principal. PHH ( Ocwen ) is literally robbing us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32539
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I called into the PHH MORTGAGE SERVICES IN XX/XX/2020 ( like everyone else ) and got an automated system and elected to use the government mortgage relief program for Covid-19. I was suppose to be called and we were to discuss what OPTION I was going to CHOOSE. I was never contacted. And they ( PHH mortgage services ) WITHOUT MY KNOWLEDGE CHOSE THE Forbearance OPTION. I was under the strong assumption that I had many options. My issue right now is they also reported to the credit agencies false information about my loan. Number one : The loan should have not increased XXXX. ( they added another XXXX plus another XXXX to the loan. That was reported to the credit agency AS WELL AS THE FORBEARANCE. Also I did not choose to be in any kind of forbearance or loan modification as of yet. I was suppose to be contacted and choose the option on my own. My credit score decreased in value today BY 29 POINTS. With my Credit simulator my credit score would have been XXXX next month. Instead it dropped to XXXX And I have been working on getting an excellent credit rating for years now. Their were suppose to be NO credit reporting from any mortgage company during this time of COVID-19 CRISIS. But PHH reported the credit to the agencies. I feel I have been wrongfully serviced by PHH during this Covid-19 experience. I feel that they owe me an NORMAL loan and let me out of this predatory loan that I am in. Thank you in advance for your help XXXX XXXX XXXX
Company Response:
State: PA
Zip: 166XX
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: XXXX FILED BK RECENTLY AND SETTLED A CLAIM FROM OUR BK XXXX FOR $ XXXX, ALL OTHER TRADELINES INCLUDING OCWEN MUST NOW DO THE SAME.XXXX, XXXX XXXX XXXX WAS FRAUDULENT MORTGAE SERVICERS AS YOU WELL NO.
Company Response:
State: AR
Zip: 72712
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A