Date Received: 2020-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My grievance is with PHH Mortgage ; they are responsible for servicing my mortgage. As such, they are supposed to provide me with monthly statements, year-end tax documents, escrow analysis statements and other information related to my mortgage. Unfortunately, their website, https : //www.mortgagequestions.com/ is not configured properly and can not be accessed from overseas. I am on a temporary work assignment and providing essential services overseas, but I still need to access information about my mortgage in the USA. Unfortunately this issue has been unresolved for over 6 months. I have called them several times to try to get this issue resolved, but their IT team has not been able to make their website accessible. They also will not mail documents overseas. Currently PHH Mortgage is completely unable to provide me with mortgage statements via any delivery method.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have contacted PPH Mortgage repeatedly about their unscrupulous practices and what appears to be fraudulent servicing of my loan. They have misapplied or not applied numerous payments throughout my loan in order to drive my loan repeatedly into foreclosure. Last year, I reported the same activity. I make payments. They hold onto those payments and don't apply them to the loan ; then they claim I didn't make the payment, which they were holding ; then filed a foreclosure action against me. The foreclosure, which was padded, was paid in full, based on their false claims. Then right after the foreclosure was paid, they started the same activity. In XX/XX/XXXX, I received a bill stating I owed {$840.00} to pay off my loan in full. Rather than make two payments, I paid the entire amount that their website, phone and statement said I owed to retire the loan. They took the money, but didn't apply it. The next month, in XX/XX/XXXX, after I had paid the entire amount the bill said was due in XXXX for the entire loan, they generated a new loan statement and said I owed {$420.00} to pay off the loan. I paid that amount, but I called and inquired how I could owe that amount when I had already paid the full amount the bill listed as payment in full. They claimed that they would look into. They claimed I needed to pay an additional amount to retire the loan, but that amount never appeared on any statements. Each time I paid the amount the bill stated I owed, they generated a new bill with another amount, which is impossible if I paid the full amount the bill stated would pay off the loan. I repeatedly paid the amount they claimed needed to completely pay off the prinicipal. Finally, I stopped paying because it didn't make sense, especially when each time I called them, their phone rep admitted that they were holding the money and didn't apply it. They couldn't say they were waiting to receive enough money in order to apply it, because they were holding twice the amount of money than the new bill they claimed I owed. In XXXX, they asked if I wanted them to apply the money. Why would I send money to pay off the mortgage in full if I didn't want them to apply it to the account. This same conversation has taken place each month for three months. They have repeatedly reported this bill late, although they are literally holding my money, more than what was owed, and falsely reported it as late. They are listing on the bill that I am 125 days late on a bill that I paid off in full all principal due in XX/XX/XXXX. They are still holding my unapplied funds of over {$840.00} dollars, but state that my loan balance is {$420.00}. It doesn't make legal or logical sense. This company is crooked and taking advantage of consumers. I am miffed as to why the government continues to allow them to get away with this fraudulent activity. I have recorded every conversation with their reps and they admit that they have been holding my money and not applying it. They continue adding late fees, despite holding my money and not applying it. Why would I keep paying the same bill off over and over again? Ask for the records of their website statement for the past six months and for the phone recordings in which they told me they hadn't applied funds. Please determine why after I paid the total amount stated in the bill and on the website to complete the payment due, they keep adding one new payment each month. Each payment was stated on the website as the last payment until I paid it, then the new payment was stated to be the last payment, and it continues every month until I just stopped repeating the scam. Your Loan balance is {$420.00} Loan Details 1 Payments remaining XX/XX/XXXX - XX/XX/XXXX Mortgage Payment Applied : XX/XX/XXXX {$840.00} Due Date XX/XX/XXXX Principal {$0.00} Interest {$0.00} Escrow {$0.00} Other {$840.00} Mortgage Payment Applied : XX/XX/XXXX {$420.00} Due Date XX/XX/XXXX Principal {$420.00} Interest {$4.00} Escrow {$0.00} Other {$0.00} This payment was late by 32 days. Mortgage Payment Applied : XX/XX/XXXX {$420.00} Due Date XX/XX/XXXX Principal {$0.00} Interest {$0.00} Escrow {$0.00} Other {$420.00} Statement Date : XX/XX/XXXX Account Information Property Address Outstanding Principal Balance ( not payoff amount ) Current Interest Rate Prepayment Penalty Escrow Balance Suspense Balance {$840.00} 6.3750 % No {$0.00} {$840.00} ( I paid {$840.00} ) Statement Date : XX/XX/XXXX Property Address Outstanding Principal Balance ( not payoff amount ) Current Interest Rate Prepayment Penalty Escrow Balance Suspense Balance {$420.00} 6.3750 % No {$0.00} {$840.00} ( where did the {$420.00} come from ) This bill was also generated XX/XX/XXXX Paid Last Month Paid Year to Date Principal {$0.00} {$420.00} Interest {$0.00} {$4.00} Escrow ( Taxes and/or Insurance ) {$0.00} {$0.00} Fees {$0.00} {$0.00} Optional Products {$0.00} {$0.00} Partial Payment ( Unapplied ) * {$420.00} {$840.00} After I complained, they generated a bill also dated XX/XX/XXXX XXXX, but which was put into the account on XX/XX/XXXX and added fees that weren't on the prior bill. Outstanding Principal Balance ( not payoff amount ) Current Interest Rate Prepayment Penalty Escrow Balance Suspense Balance {$420.00} 6.3750 % No {$0.00} {$840.00} Explanation of Amount Due Principal Interest Escrow ( for Taxes and Insurance ) Optional Products/Other Regular Monthly Payment Total New Fees and Charges Outstanding Unpaid Late Charges, Returned Item Charges, Shortages and Other Fees Assessed Expenses Past Due Payment ( s ) Total Amount Due {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$420.00} {$880.00} {$420.00} {$1700.00} Past Payments Breakdown Paid Last Month Paid Year to Date Principal {$0.00} {$420.00} Interest {$0.00} {$4.00} Escrow ( Taxes and/or Insurance ) {$0.00} {$0.00} Fees {$0.00} {$0.00} Optional Products {$0.00} {$0.00} Partial Payment ( Unapplied ) * {$420.00} {$840.00} Total {$420.00} {$1200.00} Total {$420.00} {$1200.00}
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
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: To whom it may concern, We are with this mortgage company called PHH. We have never been late In all of years with them and even ever before that. Back in XX/XX/2019, they had a computer error that automatically drafted our account {$74000.00} instead of our {$1200.00} regular monthly mortgage. They took ownership and it took about the whole month to straighten it out with their posting and our bank. We made the payment XX/XX/2019. We never missed a payment and now we are relocating and having to pre qualify for a new home. We cant cause PHH posted that we paid the month of XX/XX/2019 wrong. They posted we didnt make a payment and a double payment in XX/XX/2019. All 3 credit bureaus show it and we cant qualify. This whole thing was due to their error. I have been on the phone countless hours last week and today. They say they didnt report wrong and wont fix it. The credit bureaus say that is the information that they received. We dont have a lot of time with the virus and our home being for sale. This is a big burden on our family. PHH should not be allowed to make an error like that and not be beholding to fix it. They have countless lies on lies to us stating they will fix it all to not doing what they say. Again, what else are they covering and PHH should not be able to XXXX our account up on their error and mess up our credit at the bureaus. How professional is that? Please help. We have pleaded with the time and they say it will take 30 days and give us all these excuses and different stories. Its very unprofessional. I feel we have been terrible represented by a lender. XXXX and XXXX XXXX XXXX Sent from my XXXX
Company Response:
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: For the past two to three weeks I contacted my mortgage company PHH mortgage regarding forbearance due to financial hardship related to COVID-19. I have requested a forbearance under the Chapter 65 of the Acts of 2020, An Act Providing for a Moratorium on Evictions and Foreclosures Act. I spoke to over 14 different agents, and every agent was unable to assist. Each agent told me that they were only offering a forbearance that i would need to pay back in three months. I requested for the payments do go to the end of the loan agreement as stated in the Chapter 65 law. Every agents stated that they knew nothing about this law and could not help me, then directed me to speak to another person, then that agent directs me to another person, and for the past 2-3 weeks there has been no resolution. Not one agent looked into the chapter 65 law or helped to resolve this problem. Every agent told me that I can have a forbearance, but will need to pay the total back in 3 months. I explained during every call that the law that was passed two weeks ago states that I have the right to a forbearance due to financial hardship because of the coronavirus pandemic. This law also states that any amount owed at the end of the forbearance will be added to the end of the loan term. I would like assistance and review if this law. The PHH mortgage website does not reflect any new rules. They tell me they do not know anything about what was passed, and they can only approve forbearance with paying it back three months. I do not what else to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01906
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: Fraudulent Foreclosure eviction of XXXX, by OCWEN, being the Servicer to the Original Issued United States Note Application, which ought to have been settled at closing table, from the delivered Credit Check equivalent to the United States Note Application applied. Upon the acceptance to fill out a Application for Qualification, to act as Indenture Trustee under the dead-pledged mortgage or deed from trust indenture, under which the Social Security has been issued to be eligible to secure act, which is the case from any Social Indenture Security, that is not required to be registered under the Security ACT of 1933, and includes to confine an allonge to the application for qualification, which creates an automatic set-off compensation, U.S. Note Application, for Federal Reserve Note.
Company Response:
State: CA
Zip: 95818
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have written to Ocwen on two occasions pointing out they are reporting a 30 late in the Payment Status when the account shows closed with a XXXX balance. This is impossible ... .must be a key punch error. You can't be late when the account is closed with a XXXX balance. The same inaccurate information is reporting on two other accounts. See attached excerpts from the credit report and the most recent letter dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27406
Submitted Via: Web
Date Sent: 2020-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In late XXXX, XXXX, I refinanced my mortgage. The original mortgage holder, PHH Mortgage Services in XXXX. XXXX, NJ was holding {$2900.00} in escrow money that was due to be returned to me. I was in Florida from XXXX XXXX, XXXX until XXXX XXXX, XXXX. The post office was holding my mail during that period. When I returned I picked up all the held mail on XXXX XXXX, XXXX and looked for the check from PHH which wasn't in my held mail. On XXXX XXXX I calledl PHH to say I didn't receive the check. I spoke to " XXXX '' who told me the check was mailed on XXXX XXXX, XXXX. Since I didn't receive it she told me she'd put a stop on it and mail a new check which should arrive in 7-10 days. A new check didn't arrive. I called PHH again on XXXX XXXX, XXXX. This time I spoke to Escalation Relationship Manager in the PHH ERM dept., XXXX, who informed me that the check had been cashed on XXXX XXXX, XXXX. Since I was in Florida between XXXX XXXX and XXXX XXXX and the post office was holding my mail there was no way I could have received or cashed the check. I asked for a copy of the front and back of the endorsed check which she sent me and is attached. It is endorsed with a stranger 's name and my husband and my names. This is not my signature and my husband is a resident of a memory care facility in Florida certainly did not sign this check either. Clearly the signatures are fraudulent. I did not cash this check. This check was stolen and fraudulently endorsed. XXXX at PHH asked me to make a police report which I did and is attached. She told me once she received the police report PHH would reissue a new check in the amount of {$2900.00}. On XX/XX/XXXX I emailed a copy of the police report to XXXX in the ERM dept. at PHH with a copy of the police report attached. On XX/XX/XXXX, I emailed PHH with a copy of the police report again. On XX/XX/XXXX, I faxed a copy of the police report to XXXX at XXXX. Although I received a brief email from PHH on XX/XX/XXXX saying that the Fraud dept. was looking into this, I still have not received the money owed me by PHH. I've called XXXX at PHH numerous times at XXXX, ext. XXXX. She doesn't answer the phone so I have left numerous messages with no return calls. I have also spoken numerous times to various other agents who have told me they left messages for her and her supervisor to call me but still no response. I don't know what else to do. PHH still owes me {$2900.00}. I feel it is their responsibility to figure out what happened and who stole and cashed this check.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60035
Submitted Via: Web
Date Sent: 2020-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I previously had a loan with Ocwen Loan Servicing. Sometime around XX/XX/2018 the payment ( including principle, interest and impounded taxes and insurance ) increased. For whatever reason, I did not get notification of that increase. When I paid the payment in XX/XX/2018, I paid the same amount that I had paid in prior months. As you can see from the statement from Ocwen, that payment was received on time ( posted XX/XX/2018 ). As you can also see from the letter from Ocwen dated XX/XX/2018, the payment was {$67.00} short because I did not see the notification of the increase in the required payment. Based on the above, Ocwen reported to the credit bureaus that my mortgage payment was late. That is not correct. First, the payment was received on XX/XX/2018 which was on time. Second, while the payment was not the correct amount, the payment covered all principle and interest due. The {$67.00} was a shortfall in the impound account, but the impound account is an estimate anyway, as tax and insurance bills can vary from year to year. I disputed this late notice which is affecting my credit score with the credit bureaus. They all claim that Ocwen refused to make a correction. I have two friend who work in the mortgage business. Both tell me that honest lenders would never make a late payment report under such circumstances. I requested that Ocwen make a correction with the credit bureaus removing the late payment from my credit report. Ocwen refuses to do so.
Company Response:
State: CA
Zip: 90806
Submitted Via: Web
Date Sent: 2020-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to login to my PHH mortgage account and for several days, I get errors and can not get logged in to check payments and balance. Their phone number directs clients to login to " XXXX '' which takes the client to a page 'click here to login to our new portal '. That quickly fails with one of a few " Internal errors ''. I've tried several times today, XX/XX/XXXX, and both days last weekend, XX/XX/XXXX and XXXX. They now have no staff on the weekends and with the current virus situation, it is imperative their customer login actually works.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 812XX
Submitted Via: Web
Date Sent: 2020-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am having a problem with my equity line my loan was taken over from Ocwen to PHH Mortgage company.and noone in the company from customer service knows how to deal with my loan it being in a chapterXXXX bankruptcy.I am my own attorney " per si '' and just trying to get a payment to this company is almost impossible I was just was transferred 4 times on the phone a hour on hold all for a supervisor.once the supervisor got on the lione she didnt know what to do either and hung up on me with no return phone call. this company is unbelievable the y are very unproffesional and I question weather or not my payments are making it to the right person .or if its even getting documented .I have been stuck paying a XXXX dollar equity line for like 10 years and have probably paid it off 3 times yet I make payments every month and it stays at XXXX ; XXXX dollars and never goes down .try speaking to someone about it and they shuffle me to someone that hangs up on me very frustrated
Company Response:
State: CO
Zip: 80004
Submitted Via: Web
Date Sent: 2020-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A