Date Received: 2020-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter the first week of XXXX indicating that I had a {$2400.00} shortfall on my mortgage. This money had to be received by XX/XX/XXXX or my mortgage would increase. After being on hold and transferred 2 1/2 hours, I explained that I needed to maintain my current mortgage to maintain my home and I was prepared to send in the shortfall and an extra amount and would have it paid by XX/XX/XXXX. Prior to finally speaking to someone, I asked if someone could called me and was told they dont make outside calls. After getting absolutely no cooperation, I mailed in a check for {$3000.00} and it was deducted from my checking account on XX/XX/XXXX. I received a letter dated XX/XX/XXXX indicating that my mortgage will be increased to {$1700.00}. How was my mortgage increased, prior to the date it was due? I previously emailed them in an attempt to discuss this issue, but received no reply and they dont make outside calls. What company makes no outside calls to their customers?
Company Response:
State: IL
Zip: 60653
Submitted Via: Web
Date Sent: 2020-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I retired XXXX XXXX of this year, I got online and look at my account balance. {$86000.00}. I wrote a check to them on XXXX XXXX for that balance and mailed it ... .on XXXX XXXX I called PHH Mortgage and asked if the check was received, he said yes. The person on the phone said give them 10 days to process the check..OK. Called 10 days later and I was told they would submit a request to pay the account.OK. Called again was told they can not accept a personal check, I said OK, send the check back..was told they would put in a request ... Called again 7 days later and was told that was not the balance, I said that is what the computer said, how can I have a different balance? Continued e-mailing and calling to get my personal check back ... I will put in a request ( This was there go to answer for everything ) I called again in XXXX and wanted to know where my check was and send it back. They send an -email stating again they don't accept personal check ... I responded by saying " send it back '' this went on for a couple weeks. I stared depositing money into the balance, I got it down to {$160.00} over the course of 3 weeks. XX/XX/XXXX I received a letter saying it had to be paid by the XX/XX/XXXX. Then on XX/XX/XXXX, the balance jumped to $ XXXX..I called and asked why? With all the monies I have paid I am paid until XX/XX/XXXX. In the mean time I received an e-mail saying they were sorry, but they lost my personal check and put stop payment on it. ( more money ) .. Then I called again asking why my account jumped from {$160.00} to {$430.00} and again was told they would " put in a request '' and find out ... .NOW I am not a happy person .... Then in XXXX, one of the guys suggested to use my escrow to pay it off..I have a total of {$770.00}. and paid another {$620.00} ( online, because that is what they said I owed ) now they have {$1300.00} in overpayments. Called again when it was not paid in full. I called and spoke to a woman and she also said " I will put in a request '' to pay it off. I asked her why my account jumped from {$160.00} to {$430.00} and again was told " I will put in a request.. she said call back in 3 business days..ok Called again on XX/XX/XXXX, and spoke to a man and he said ..it is just sitting there..I will put in a request for payment ... .ok I received an e-mail on XX/XX/XXXX, apologizing for the inconvenience, give them 3 business days to resolve this and in 10 business days all extra money would be refunded ... Nothing has been done ... ..I called XX/XX/XXXX and said nothing has been done ... .and again he said I am looking at this, I don't know why nothing has been done. I will personally find out what the problem is and call you by the end of the business day ... ..No phone call ... And now I am writing you
Company Response:
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2020-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Step 1 : What is this complaint about? XXXX XXXX once XXXX requested proof of insurance. Step 2 : What type of problem are you having? Company issued threatening letters to me during the Coronavirus time of duress because it did not have proof of insurance. Once I produced proof of insurance, I called the XXXX insurance department and complained about the threatening letters and threatening tone of the letters. I indicated that many other financial companies are issuing refunds, returning premiums and essentially being kind to their respective customers during the CoronaVirus time of duress. I asked if the company representatives were aware of the news and requested that I be contacted by a supervisor and receive an explanation and an apology. I haven't received any communication from the company other that XXXX providing a letter indicating that it receved proof of insurance. I want an explanation and an apology. Step 3 : What happened? Company issued threatening letters to me during the Coronavirus time of duress because it did not have proof of insurance. Once I produced proof of insurance, I called the XXXX insurance department and complained about the threatening letters and threatening tone of the letters. I indicated that many other financial companies are issuing refunds, returning premiums and essentially being kind to their respective customers during the CoronaVirus time of duress. I asked if the company representatives were aware of the news and requested that I be contacted by a supervisor and receive an explanation and an apology. I haven't received any communication from the company other that XXXX providing a letter indicating that it received proof of insurance. Step 4 : What company is this complaint about? Threatening tone of communication to its customers and degrading tonality in XXXX written communication. Lack of awareness that the country is in a national emergency and apparent refusal to adapt processes and procedures like many other financial firms have done. Step 5 : Who are the people involved? XXXX XXXX C/O PHH Mortage Services.
Company Response:
State: VA
Zip: 22201
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaint regarding PHH Mortgage Services/XXXX XXXX XXXX XXXX XXXX XXXX XXXX NJ XXXX. Regarding payments not properly applied to account/payments put in suspense account not used for mortgage and continue to receive Notice of Default which is stressing me out. I requested several times request for payment history. XX/XX/2018 PHH Mortgage lost {$1000.00} payment money order/I sending payments certified with money orders from USPS so i was able to report for replacement-in XXXX i received the replacement and sent to PHH Mortgage {$2000.00} which was never applied to mortgage but put in a suspense account my payments should be on track/there should have been {$2600.00} in suspense account but XXXX continue to report payments behind and Notice of Default continue to be received/unapplied balance {$2000.00}. ( I do have all the return receipts and USPS money order ( s ) receipts. I will upload at a later time due to i do not have the ability to upload at this time ) PHH mortgage/XXXX XXXX company not only lose payments but also misapply payments and default consumer for their incompetent handling of funds PHH Mortgage/XXXX is not honoring " Modification '' for life of the loan/GMAC Mortgage changed to Ocwen then to PHH Mortgage now XXXX XXXX. I have done complaint regarding this and it has not been resolved. This is affecting my family and I unnecessarily during this CoronaVirus pandemic PHH Mortgage/XXXX XXXX do NOT apply payments received correctly and is NOT keeping accurate records
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90043
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made a payment to PHH mortgage, the last day of XX/XX/XXXX to be intended to XX/XX/XXXX. It was half of the payment. The rest of the payment was payed on XX/XX/XXXX. The mortgage company notified me XX/XX/XXXX that XXXX was in a suspended account. And that I owed the amount in their suspended account. I called XX/XX/XXXX, the customer service women told me she would reverse the payment and it would take 10 business days. I called mid XXXX and was told in 24 more hours. Then nothing again was reversed. I called and spoke to another customer service who told me it would be reversed. I asked to speak with manager or management. He said no management he sent me to escelation department, I spoke with XXXX XXXX who assured me I would have a business letter explaining what happened, but that was money was suspended they could not reverse it and I owed XXXX i paid the XXXX a couple days later. I have a late payment on my credit report, paid an extra XXXX, no letter of explanation, and was misinformed by customer service on several occasions. Sincerely, XXXX XXXX
Company Response:
State: PA
Zip: 166XX
Submitted Via: Web
Date Sent: 2020-04-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called the customer service number in XX/XX/XXXX and XX/XX/XXXX constantly and the message was, theres no customer service representative available at this time. I was blocked from access online to view my account which has never happened before, even during a modification period. I found a telephone number on the federal government Webb site which listed mortgage companies that have class action law suits filed against them under the topic, if you are having problems with your mortgage. This is the only way initially I could get in touch with someone their at PHH mortgage in reference to my modification status. I have received my modification agreement in the mail after informing a relationship manager via phone conversation that I hadnt received a final offer upon making my 3 trial payments as contract conditioned. I was emailed a copy the day of our phone conversation but was told I would have to return the mailed copy which has limited my time to read the contract and respond by XX/XX/XXXX considering it arrived 3 days after this phone conversation. I contacted PHH Mortgage company on XX/XX/XXXX and spoke with operator # UCRF9, ( SWATI ) to question the balloon payment in the modification agreement of {$52.00}, XXXX that would be owed at the end of the loan even if I made every payment of {$410.00} for the life of the loan until XXXX. I explained to her that his was incorrect and we could owe this much money. She recommended I submit a written request to have the matter investigated. She stated it had to be faxed to XXXX. When I purchased this house in XXXX, XXXX it was for the price of {$99.00}. This was done with an XX/XX/XXXX mortgage of {$79.00}, XXXX and {$20.00}, XXXX. I filed my first bankruptcy case in XXXX. My husband and I have paid on this case since that time. When this company attempted to foreclose in XXXX of XXXX, I was sent a notice from PHH mortgage stating that we owed for some missed payments. ( {$410.00} times 4 payments ) I sent a payment in XXXX and had receipts for other payments. In the midst of trying to prove payments were sent I filed a modification which brings us here today. We were in our last months of payment with Chapter XXXX and our case is now paid in full. We do not owe PHH Mortgage {$52.00}, XXXX. The second mortgage of {$20.00}, XXXX was stripped in our chapter XXXX case when upon several attempts to meet with the debtors from XXXX XXXX XXXX never showed for court nor a representative. The bankruptcy judge stipulated it be null and void as of the completion of our chapter XXXX case. To sign this modification agreement would be admitting to pay something that we already have paid in chapter XXXX from XXXX to XXXX and agreeing to a debt thats more than fair and owed. Considering we have had an active Chapter XXXX Case since XXXX and making payments on past due amounts, how can we owe this amount?
Company Response:
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2020-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-23
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Since 2018 I have been trying to have OCWEN Loan Servicing removed from my credit report. OCWEN Loan Servicing LLC has not responded to disputes under the FCRA. All correspondence to OCWEN Loan Servicing LLC has gone unanswered. OCWEN Loan Servicing has removed false information from all reporting agencies EXCEPT XXXX, to which OCWEN has failed to notify.
Company Response:
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2020-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020, I closed on a refinance of my existing mortgage. The previous mortgage company is PHH Mortgage Services, XXXX. XXXX XXXX, XXXX. XXXX, NJ XXXX. On or around XX/XX/2020, I received a check from PHH for the escrow balance of {$2200.00}. When I tried to deposit the check in my account, the teller told me I couldn't because my deceased husband 's name was included with mine in the 'Pay to the Order of ' section. I contacted PHH and followed their instructions for getting a check for deposit that had only my name on it. On XXXX XXXX, I sent the Research Department a death certificate and an explanation of the problem as per their instructions. On XX/XX/XXXX I received a letter from PHH saying they received my request and had updated my loan information. A letter dated XX/XX/XXXX from PHH arrived stating again that they removed XXXX 's name and that they issued a check on the XXXX. A check arrived dated the XXXX which still had XXXX 's name on it so I could not deposit it. I called PHH right away and explained the situation. From mid XXXX until now I have talked to PHH representatives at least a dozen times and am always told that all they can do is enter in my comments and their request for a check to be issued to me in my name only. The support people say that neither they or I can contact the Research Department directly. My demands for resolution were placed in the hands of a " escalation team ' member who calls me weekly to tell that the issue is under review. Her number is XXXX ext XXXX.
Company Response:
State: AZ
Zip: 85641
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to the COVID-19 the federal government sent provisions to mortgage companies to help customers who can not afford their mortgages. My mortgage company is asking me to pay over XXXX dollars in three months that is setting me up for failure. I believe the payment supposed to be deferred and they are refusing send the payments at the end the mortgage term. Company name is XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX, NJ XXXX XXXX XXXX Account number XXXX
Company Response:
State: GA
Zip: 30542
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinaned a mortgage I had with PHH Mortgage. I was approved by XXXX XX/XX/20 and all the paperwork went through and was finalized the following week. PHH was to return escrow to me of {$1600.00}. As of today, I have not received it. After realizing around the end of XXXX that the refund might come in both mine and my deceased husband 's names, I call PHH as what to do. I was instructed to send them a copy of the death certificate and that if the check goes out in both names a stop payment will be made and a new one issued. Should take about 20 business days. I received check dated XX/XX/20 in both names. So, I waited a couple weeks and nothing. I called PHH back on XX/XX/20 to see what's the hold up and was told they have the copy of death certificate and she would put in for new check. Still no check on XX/XX/20, so I called again rather irate and was transferred to an aescalation manager. I was then instructed to fax a copy of the XX/XX/20 check and that is the policy. Why wasn't I told this back in XXXX? I don't have access to a fax machine, so they said I could scan it. From then up until Thursday last week I've been receiving so called " updates '' that the check has been approved and being mailed to me. I checked Informed Delivery on USPS website and as of this email, no check. I feel they're keeping my money as long as they can get away with. There must be laws as to when escrow money has to be returned. Also, after 3 months shouldn't they be paying me interest on my money. Please advise. XXXX XXXX
Company Response:
State: FL
Zip: 32829
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A