Date Received: 2020-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was bought by XXXX in early XXXX of 2020 from PHH Mortgage services. On the XXXX of XXXX I received a call from someone at XXXX explaining that I need to pay the remainder of my XXXX Mortgage bill. XXXX needed to call me to remind me to make this payment because I was on an automatic payment plan with PHH Mortgage Services. I promptly made this payment over the phone, and from that point I was under the impression that I was paid in full for my XXXX Mortgage obligation. I then continued to receive calls requesting that I pay my the remainder of my XXXX bill. I questioned this request because : A. when I made the payment to XXXX on the XXXX of XXXX It was expressed that I need to pay the remainder of my XXXX bill and B. because I knew that my automatic payment with PHH had been made already earlier that month. After multiple conversations with multiple people at XXXX, One individual told me that this situation is being put under investigation, and that I will hear back from XXXX once they have determined what the issue is. About a week had gone by, and I received a call stating that the automatic payment taken on XX/XX/XXXX was actually credited towards my XXXX payment. According to the XXXX person on the phone I was behind in my XXXX payment, therefore my payment on the XXXX of XXXX just fulfilled my XXXX mortgage obligations. The reason for some of the confusion Im guessing, I had a check that I deposited into my account in XXXX that was refunded twice. during the time of the check balance was being put into my account, and then taken out, and then back in, and finally taken out again- PHH Mortgage services automatic payment system was trying to pull out my XXXX payment- which ultimately got denied. After I sorted out the bad check situation, I returned my account to a positive balance, and made my final payment. I am not sure as to why XXXX is not disclosing this payment being made, but I can confirm that- even though there were multiple failed attempts to make this payment, it was ultimately successfully made. The woman on the phone stated that the issue came down to me not paying enough in the month of XXXX I called XXXX today, and made this argument to a Mortgage XXXX over the phone. She continued to tell me that BSIs records show that I am missing the remainder of my XXXX payment. She also stated that I need to prove what I am saying is true. I asked her what can I do to prove what I am saying is in fact true. She claimed that screenshots of the transactions on my bank account website will suffice as proof. So, attached is just that- a break down including some of the details I think would be prudent in your investigation of this matter, along with screen shots of the transactions found on my bank accounts website. I would request that my account be put in suspense before you take actions against me. I think I have done more than enough for you suspend any reporting to the credit bureau, or charging me any late fees. If for whatever reason you can prove I owe more money, then I will surly comply, but currently, I am confident that I do not owe any more money for the month of XXXX. Additionally, I would gladly pay my bill for XXXX, and XXXX XXXX I have made this statement to every XXXX employee I have talked to since, ) but I keep being told that any payment will just be put towards the debit I owe for XXXX.
Company Response:
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom it may concern : I was on a repayment plan which originally started with Ocwen Mortgage in XX/XX/XXXX which consist of a down payment of {$7000.00} and monthly payment of {$9400.00} for 11 months. My mortgage was transferred to PHH Mortgage with the same terms in XX/XX/XXXX. I have made all the payments requested through XX/XX/XXXX. When I sent my XX/XX/XXXX payment via XXXX, the payment was signed by a PHH Mortgage receptionist on XX/XX/XXXX. The XXXX tracking number is XXXX. It normally takes three days at the most to post my mortgage payment. I contacted PHH Mortgage on XX/XX/XXXX requesting an update status of my mortgage payment for XX/XX/XXXX. I spoke with my relationship manager, XXXX XXXX whom told me not to worry about my repayment plan and that he submitted a request to locate my XX/XX/XXXX payment to PHH research team. XXXX scheduled a follow up call with me for XX/XX/XXXX which during this conversation I was told my repayment plan was cancelled on XX/XX/XXXX although my payment was located and to request a loan modification. I requested a repayment plan to be reopen or to be offered another payment plan since I only had 3 more payments to make. On XX/XX/XXXX I received a letter from PHH which stated my check was destroyed and a copy of my check was included with the letter. The letter stated I must pay the total amount of the outstanding balance in order to reinstate my loan. I had a follow up call with XXXX on XX/XX/XXXX which on this call I was told my loan modification was denied and that he couldn't offer another repayment plan. I was advised to contact the foreclosure attorney, XXXX XXXX, XXXX XXXX XXXX located in XXXX TN for a total reinstate amount and foreclosure date. PHH is fail to accept their mistake and refuse to offer any assistant to resolve this matter which can be reolve in a short period of time.
Company Response:
State: TN
Zip: 38138
Submitted Via: Web
Date Sent: 2020-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During these times I went out to PHH Mortgage to see about a forbearance on our loan. The plan they have is criminal. Yes, they let you slide on 3 months payments but then at the end of the forbearance period ( 90days ) they want it paid back IN FULL along with a regular payment ... basically 4 months payments at once! WOW, if one could accumulate 90 days of mortgage then why would I need a forbearance? What should be done is to just add the 3 payments/months to the end of the loan. This plan they present is not a help but nothing more than what a loan shark would do. This needs to be stopped. It is a recipe for them to foreclose on the loan. No one who is having trouble could make that huge payment.
Company Response:
State: CA
Zip: 94523
Submitted Via: Web
Date Sent: 2020-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loan 2003 substandard loan high rate 9.75 % loan sold to XXXX then XXXX managed by Ocwen now by PHH no results account managers do not respond on line for hours. When phone is answered is agreed on never complied. We start again getting documents.
Company Response:
State: TX
Zip: 78520
Submitted Via: Web
Date Sent: 2020-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid PHH in XXXX for the payment that was owed and paid extra to accommodate the next payment. They messed up taking the payments and put me 60 days out according to the paperwork I rec 'd over the weekend. I have spoken to them directly about this issue in XXXX and XXXX - and then nothing was done on their side to credit payments - and they Mailed back the extra money I gave them for additional payments after telling them to apply it to the next months payment. They also over paid my house insurance and gave me no explanation that they had, they didn't have even the correct name of the insurance company and lied about what they had and had not done. I have called PHH dozens of times on each issue I have had. The staff is incompetent, if they speak English, at best. They are nasty on the phone. They don't do what you ask, they break the law. They commit Fraud and do so with impunity. How many calls does it take to get them to do the needful? How about asking for an escalation and it took 4 months to get in contact with a supervisor - and only because I have his email could I even write this up over the weekend - as they are closed on Sat and Sun. NO service at all. They deserve to be sued into non existence.
Company Response:
State: CA
Zip: 92705
Submitted Via: Web
Date Sent: 2020-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. PMI removal, concerning LTV, regulation, procedures, rules 2. PHH sold to XXXX XXXX and customer service is extremely poor
Company Response:
State: VA
Zip: 234XX
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX I missed one month payment. I pay by the internet on PHH Mortgage web page. I tried using a new portal, and my money did not go though. I was told to call. I then spoke with an agent who said the money would not be touched. I asked about paying XXXX in two months with my next months payments. He talked about saddling the payments on the end of the mortgage. I receive social security payments, so I would have no trouble paying this way. At the time in XXXX I was sick, I suffer, XXXX, XXXX, XXXX, with XXXX XXXX but only work XXXX XXXX. I recently suffer a small XXXX and XXXX from being sick XX/XX/XXXX. I was sick a month misdiagnosed and probably had the XXXX XXXX, they weren't used to that as the XXXX showed XXXX XXXX to my XXXX and state XXXX and they assumed post XXXX affects from my XXXX XXXX XXXX. also, I have XXXX deposits on my XXXX. I'm under the care of a XXXX and XXXX XXXX. anyway, a week later after the portal mess up I check my bank account and it is in the negative. I call phh mortgage talk to the manager, and she said the portal has been having many glitches and so what. So, basically as a customer I get an answer like that. I went to my bank because I dislike dishonesty from a company. the bank gets my money back. I get a check back from phh mortgage, but I only discover the check and recently deposited it into my bank account. In the meantime, they don ; t want to work with me as now within three months they hired an attorney who is soaking me for fees. I send them a check, it gets returned then a cashiers check for {$2700.00} which would had taken care of it but it by passes the attorney 's letter, so I speak with the case manager and they she says they haven't gotten it yet. So, I get a letter for a short sale for my place where they give me {$10000.00} and they take {$200000.00}. I am distraught and my hardship letter goes unnoticed. I also can't believe that such a mortgage company would do such a thing. This could've been all handled correctly but they went to far. In XXXX I lost my job, besides being so sick and unemployment started XX/XX/XXXX. In the meantime I cut back on all my bills, get rid of cable, get rid of phone and get government phone, food stamps, and have the state pay my water bill and gas and electric. my wifi is {$9.00} for senior citizens since I'm XXXX years old. I received a letter from phh motgage stating that my modification loan was denied ( no I wanted to pay the months out with my monthly payment ) because of my credit score. So, I called and paid off all my creditors except XXXX XXXX XXXX XXXX which I now pay them {$200.00} a month ( bill at {$1000.00} right now ). But, I notice that phh mortgage added {$97000.00} on my credit score which states that in nine months I only paid for six months! ( Six months would be {$3500.00} ) I am so levied because they put me in this position. After three months they would not accept any money. I had my social security money to pay. Now I have my unemployment money, but no, they keep stalling every few weeks with more letters, where I'am going into the hole. And dragging it on with a case manager who acts like she cares, putting me further in debt. They currently want {$9400.00} due!!! My delinquency has been due to them not accepting payments. I've had my house since XXXX and want to live the rest of my life here. They don't care about my situation and saw an opportunity to take my place and make a big profit off of it. Each time I called a different agent with an accent I couldn't understand because of a XXXX injury from a XXXX accident, I had to repeat myself. No one would connect to the extension of the case worker. All a hoax and a lie. Just stretching time out, to XXXX me over. I also, suffer XXXX badly, and speaking back in XXXX with one doctor as I saw three, I told him I wanted to XXXX, that's how sick I was. I live alone, and it's not good to be by yourself struggling with health and then dealing with a corrupt company. With all this, it has caused me many sleepless night, medication for XXXX and XXXX. Governor XXXX has a stay against mortgage lenders foreclosing on houses. And the Care Act, as of XX/XX/XXXX. I want this resolved where I keep my house. My payments are only {$590.00} a month. The stimulus plan for the coronavirus comes out soon. It will help me catch up with my mortgage. I am tired of getting threats from an Attorney who throws his fees up every minute. I am tired of a mortgage company dragging their feet so they can take my house. The case manager is suppose to me helping me, but she is only helping her company. Both Ocwen and Phh mortgage are corrupt as you already now all to well they have many lawsuits against them. I'm tired, frustrated, and so upset. Thank you for your time in listening to my case. Sincerely.
Company Response:
State: MD
Zip: 21229
Submitted Via: Web
Date Sent: 2020-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i tried for almost 2 years to modify my mortgage with this bank, if you look up XXXX-XXXX right now that is the only former complaint i put through cfpb but there were several and the only company that helped me, well on XX/XX/2020 i got a call from the bank telling me they finALLY MODIFIED ME I SAID WOW THAT IS GREAT HOW MUch and it was XXXX i said that is higher than i use to pay so where did you modify me? they kept asking me, WHAT YOU DONT WANT IT, i said i did not say that but i have to see it first another problem is i am stuck in tennesee i came out here and my return flight was cancelled, they only gave me to XX/XX/XXXX to pay, i asked them since this corona i am not getting paid and they should extend it till XXXX, I JUST CANT SEE ALL THIS TIME THEY COULDNT MODIFY IT AND ALL OF A SUDDEN THEY CAN, i also asked what my interest rate was and was told I WOULD NOT BE TOLD THAT UNTIL I PAY THE 3 MONTHS TRIAL RUN THEN I WOULD BE TOLD, i said heck no that is not how it works, i should be told what i will be paying on, and finally, i have a feeling they canceled my homeowners on my home that i have had for over 14 years and if they did that is illegal also, they asked me to raise the dwelling amount which i did within 24 hours and sent it to them showing it was raised and i have proof of it being email to bank and also when they received it,
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage Services out of New Jersey. does not cash my payments on time them report me as late. then add fees to my account. they are criminals. this has been going on for years since they purchased my loan. a few years ago, this company operates as a criminal.
Company Response:
State: CA
Zip: 91311
Submitted Via: Web
Date Sent: 2020-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: I spent 6 years working on a loan with XXXX XXXX ; went thru XXXX with Ocwen and it was then serviced with PHH ; both lenders ignored my requests. Both lenders owe me {$7500.00} for work performed
Company Response:
State: AZ
Zip: 85233
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A