Date Received: 2020-05-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I now have a temporary hardship forebearance plan agreement. Due amount by XX/XX/XXXX, is {$5900.00}. My case worker is XXXX XXXX. Yet, today a get a letter that shows assessed expenses of {$6000.00}. And at the end of letter it has an attorney and states attorney start foreclosure proceedings. And before remitting payment I have to call that attorney? I called in the past and I'm not dealing with him. The case manager in her letter never mentioned this from letter dated XX/XX/2020. I'm unemployed. And my health is not well. Why the double switch? I'm at a loss and about to enter a lawsuit against this company about the attorney and foreclosure.
Company Response:
State: MD
Zip: 21229
Submitted Via: Web
Date Sent: 2020-05-01
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: On XX/XX/2020, I contacted PHH Mortgage to ask why the check I had mailed in on XX/XX/2020 had not been cashed yet. A payment of {$520.00} was mailed in along with remaining assumption documents. PHH had mailed out a letter dated XX/XX/2020 requesting four ( 4 ) documents : signed and notarized assumption agreements recorded quit claim deed copy homeowner 's insurance 2 recent paystubs As well as a check for the remaining balance of {$520.00}. Documents were returned in the pre-paid envelope on XX/XX/2020. On XX/XX/2020 I was notified that the assumption had been approved. Subsequent phone calls confirmed I was the only account holder yet my most recent statement showed the balance for the loan assumption. I immediately called PHH and asked why the payment had not been processed. I gave the check number ; they verified that it had not been cashed yet and stated they would be starting an investigation of where the check was. I was advised to wait a week before calling back. I called today and was told that I needed to send a picture of the check. I again had to explain that I did not have the check, nor had it been cashed ... I was looking into where the check was, as the paperwork that accompanied the check had been processed, which meant the check had also been received. I asked why I was not notified of their request ( for a copy that I don't have ). I again asked for an investigation of where this check was, as it was with the paperwork that had already been approved. PHH has consistently shown me that they do not follow through with communication. When first applying for an assumption, I called for an unrelated issue six weeks later and was informed that they were requesting additional documents ... the note had been in their system five weeks prior and I was never notified, it was confirmed that a letter had never been sent to me, although this is standard procedure. It was not until I was referred to an escalation specialist that any investigation was done into my application. I have again been referred to an escalation specialist because no one can tell me where the check is.
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2020-05-01
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 have a balloon mortgage that came due XX/XX/XXXX. I called XX/XX/XXXX to refinance. The agent I spoke to said it was too early to refinance call back in 2 or 3 months. I called back XX/XX/XXXX and they said I didn't qualify. I had to make a minimum of 6 or 7 calls, being put on hold, being transferred from department to department. The customer service agent said it was too late to refinance I should have started the process earlier. XX/XX/XXXX I received a letter stating they would no longer be taking payments from me. In late XXXX and XXXX, I called, and it to me 3 weeks to get through. I stated I owe one last payment of {$230.00} for XXXX and the representative said they didn't see that I owned anything but the balloon payment. XXXX I received an alert on my credit that I had late payments from PHH. I called and spoke to 3 representatives and they all said I own only the balloon payment. I spoke with Case Manager on XX/XX/XXXX and he said I own 3 XXXX dollar payments. I explained that I tried to pay but was told I didn't own XXXX payment. He insisted I did and that's why I was getting late reporting. I said I happy to pay. He said it would be XXXX extra to make a payment. I refused to pay an extra {$17.00} for a payment I have tried to make for 2 months. He said I could mail in a check for no charge when I asked him for the address he said : " PHH may reject it because it was late. '' My complaints 1 ) unable to contact PHH in timely manner hours on hold or just in a loop with no connection 2 ) Customer Service giving wrong information 3 ) PHH mailing letters that contradict Customer Service information 4 ) Unable to pay via PHH website, XXXX XXXX because phone lines are busy 5 ) Customer Servers charging & XXXX per payment 6 ) Not giving alternatives for payment methods 7 ) Insisting I must make my payments even though I received a letter stating they would no longer be taking my payments 8 ) lastly, the Case Manager I spoke with was condescending in his demeanor and contradicting PHH letter to stop payments. He said " you owe the XXXX payments '' and I agreed with him and I want to pay the money but adding XXXX per payment seems excessive and not being able to pay via the PHH website. I
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95472
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This company is a fraud. First, someone lied and placed my account in forbearance. Now, they have reported to the credit agency my account is in forbearance and has cause my credit score to drop 44 points. I have made payments on this account so I dont understand why this company keeps placing and reporting to the credit agency my loan is in forbearance.. This is my second complaint!!
Company Response:
State: TN
Zip: 38018
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied with PHH Mortgage to refinance my condo on XX/XX/XXXX. The account rep., XXXX XXXX, was very helpful initially in getting me through the application process and getting the loan pre-approved and locked in the interest rate. After the initial communication on the application, there was " zero '' communication from her or PHH Mortgage. I uploaded all the required documents without her assistance or directions. 2 weeks later, I attempted to contact her via voice mail and email, no responses. On or above XX/XX/XXXX, I called again and got someone else to talk to me. A mortgage services consultant, XXXX XXXX, told me that my loan had all proper documentations and the appraisal fee was waived, but he did not understand why the loan was not put in queue for processing. Also, he mentioned that the rate lock had only 4 days left. He was going to ask XXXX XXXX and her boss XXXX XXXX (? ). He then told me that they would be contacting me. I called XXXX XXXX again the next day ( XX/XX/XXXX ), he again told me that either XXXX or XXXX would call me within an hour. He even told me to call him back by XXXX XXXX XXXX if I had not heard from anyone. I called XXXX again at XXXX XXXX XXXX since I did not receive a call from either XXXX or XXXX, but XXXX did not pick up my call. I left him a voice message to call me back. He never did call me back. I called again to XXXX and XXXX the following day to request them to call me back. Neither one did. I sent them email to request some types of communication. None responded. On XX/XX/XXXX, I received an email requesting an appraisal of my condo for {$550.00}. I sent both XXXX and XXXX an email inquiring if the appraisal request was legitimate, particularly I was told that the appraisal fee was waived. Again, they did not response. I left them both voice messages and emailed them asking for a call on XX/XX/XXXX. Neither responded. In the evening of XX/XX/XXXX, I received an adverse action letter via email denying my loan application citing the application was incomplete. PHH Mortgage is my current loan servicer and solicited me to apply for refinancing. The Company and their representatives are terrible in communication and totally unprofessional. They have misled me to think everything is in good condition and then deny my application using an unsubstantiated excuse of incomplete application.
Company Response:
State: CA
Zip: 91780
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am currently trying to refinance my original mortgage with a new company and being approved the company has tried to get my payoff amount from the original mortgage company. The original mortgage was a HAMP. When I received the payoff, it went from {$100000.00} to {$120000.00} of which {$20000.00} was charged for " shared modification appreciation ''. I was not told at the time of the payoff request that they would take into consideration any improvements done to the property and reduce the " shared modification appreciation '' amount. I spoke with the company and was told if I sent all the documentation showing expenses incurred for improvement on the property, they would take this into consideration and reduce the amount of the appreciation. I sent everything in on XX/XX/XXXX and have been waiting to hear from them ever since. In the meantime, I had to postpone my closing with the new mortgage company since this is an important piece of information needed. I have been calling the original mortgage company at least 2-3 times per week requesting the new payoff amount and as of today I still do not have it. I am getting the runaround and need help to resolve this. The original mortgage company is XXXXPHH Mortgage Services XXXX XXXX XXXXXXXX XXXX XXXX, N.J. XXXX Contact person is Mr. XXXX - phone # XXXX - Option # XXXX - Extension XXXX Attention : Escalation Department General phone # XXXX
Company Response:
State: FL
Zip: 33437
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Around 2006 my mortgage was sold in a bundle. The original mortgage company XXXX XXXX XXXX XXXX went bankrupt. Ocwen became the loan servicing company for XXXX XXXX XXXX XXXX XXXX. When this transaction took place my escrow money of {$13000.00} disappeared. I tried calling Ocwen on several occasions and wrote them trying to get this matter taken care of trying to find out where my escrow money was. I was pretty much stonewalled. Since they couldn't tell me where my escrow money went I stopped making my mortgage payments. They have been trying to take my house ever since. I file bankruptcy to protect my home but now is going to be discharged and don't have money to pay off the mortgage.
Company Response:
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, I purchased my home. I then refinanced in XX/XX/XXXX with American Home Mortgage Corp. I am currently in the process of a short sale, however it is at a standstill due to a second mortgage being recorded by a XXXX XXXX, when we closed I was told this would be a home equity line of credit. When I asked for help in locating the lien, I saw that XXXX was DBA American Home Mortgage Corp and that in XX/XX/XXXX that their FHA status was terminated. I have been searching for someone to give me answers on how to proceed with settling this issue so that I may move forward. I will loose the opportunity and the approval from the first mortgage company if I do not solve this matter by XX/XX/XXXX. This is my last resort. I was told by a title company that the mortgage went from XXXX XXXX to Homeward Residential who was bought out by Ocwen. I have tried several times to reach out to each company including Ocwen and have been told they do not have the account. What do I do now???
Company Response:
State: NJ
Zip: 07093
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Option one mortgage company. XXXX XXXX XXXX XXXX, has fail too give me the ownership paper too the company. Operational agreement, spendthrift paper too me as to new owner and beneficiary. From the old owner. I need cpa accounting too what yall been doing with my money, my companies make .and a copy of the operational agreement, from the old owner XXXX XXXX XXXX , XXXX XXXX , XXXX XXXX , XXXX XXXX , XXXX XXXX , 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: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer has been misapplying my payments since XX/XX/XXXX. They have been applying the wrong amounts to both principal and interest. In addition, they have not been applying my payments towards arrearage to principal or interest. Furthermore, they did not completely Reinstate my loan, after XXXX entered an agreement with them to do so. That occurred in XXXX. They did not apply the funds to principal or interest, and did not reconcile the loan. I entered a complaint to CFPB in the past. My prior complaint ID is XXXX. I will be submitting documents and a spreadsheet, which proves my mortgage is paid in full.
Company Response:
State: CA
Zip: 93274
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A