Date Received: 2020-04-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started addressing this issue with OCWEN 2 years ago - they have only pushed me from group to group and no one has given me any solace or resolution. I have called and addressed this issue likely 100 times in the last 2 years. OCWEN 's lawyers conspired with my lawyer to commit fraud and did. OCWEN paid my lawyer XXXX XXXX and I paid my lawyer to refinance the property I live in, after discovering that there were 14 violations of TILA and RESPA in my purchase and sale. They conspired to settle the debt by adding 10 's of thousands of dollars in fee 's. Because of it I am now unable based on the settlement able to correct them on the fact that they wrote into the settlement that I could never sue again for any reason including if they broke the law again. No lawyer can intercede because the CAL BAR will not allow them to negotiate with mortgage companies any longer. No lawyer will sue any other lawyer for such a small amount - no one is interested. I have escalated this to the CAL BAR and they are investigating - this should take more than a year based on another case similar to mine that I am privy to. There is a reason that OCWEN is the most often sued lender on earth.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92705
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: good afternoon, I write why, I have put a complain of the mortgage company the name is PHH Mortgage services phone number is XXXX, here I send you the previous complain, I do not agree with the solution that sent the company, where he says he wants to help, as I said earlier they want to give me three months without paying, but then I have to pay the three months and new months together, which is this????, you as a government office should protect us not to let these companies abuse their clients, that opportunists are in these situations where they also profit from the government by asking for money to survive the situation but, so they also take away the homes of families who have worked all their lives so that they can have a house the American dream, please do not Let us get fooled from these companies help us I ask you to do an investigation into cases like mine that I am very sure there will be more cases like mine, help do not cover your eyes so that the companies say.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-02
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: I have repeatedly attempted to dispute with XXXX incorrect derogatory information reported by PHH Mortgage services during 2017. XXXX has done nothing to investigate other than pass my dispute on to PHH and allow them to self-report as they wish. I actually mailed XXXX a year 's worth of 2017 unredacted bank statements ( attached ) which clearly showed I made timely payments for the account in question. XXXX merely forwarded my bank statements to PHH and the account remained unchanged. XXXX has assumed no duty to provide accurate information regarding this acccount despite my repeated efforts to have it resolved. PHH continues to lie about the maintenance of my account. This started back in 2017 and I wrote PHH ( see attached ). PHH failed to ever respond. I am the victim of gross incompetence by PHH and XXXX has done nothing but serve as a pass-through for PHH despite being presented evidence that PHH is incorrect and unfair reporting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89511
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX Virus - we are XXXX XXXX. our XXXX is closed..Government offers 12 month defer payment and put on back end of loan.. PHH is only offering 3 months off but then it is all due on the XXXX of the XXXX month, IN FULL.. Told to take offer and then if there are any changes, they will call you and offer them.to you. There would be no problem to change option. I was told to sign up for program and then change when available. Do not trust this.
Company Response:
State: NJ
Zip: 08742
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: - XX/XX/XXXX Got a letter my property taxes were delinquent from XXXX County. - XX/XX/XXXX I called PHH Mortgage to see what happened to the check as the money had been taken out of my escrow account. I was told it was dispersed XX/XX/XXXX. - XX/XX/XXXX Called again, was told to call back on Friday. - XX/XX/XXXX Called and talked to XXXX. She sent me to XXXX, an escalations manager. He said he would " make this top priority but needed some time. '' - XX/XX/XXXX XXXX called and left a voicemail, said they " needed more time. '' - XX/XX/XXXX Talked to XXXX, who connected me to XXXX XXXX, another escalations manager. She told me she would take over the case. She wanted me to fax her a copy of the delinquent tax statement. I called XXXX County to have them fax it, but they could only email it. - XX/XX/XXXX I called XXXX and left a message about emailing copy of statement. - XX/XX/XXXX I called XXXX to get her email so I could send her the tax statement. - XX/XX/XXXX XXXX called back with email address and I sent her the tax statement. - XX/XX/XXXX Called for update, couldn't be connected to representatives because of COVID virus. - XX/XX/XXXX Called for update, still couldn't be connected to representative. I emailed XXXX XXXX to request an update. - XX/XX/XXXX Still no response or update.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: WI
Zip: 54913
Submitted Via: Web
Date Sent: 2020-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Entered into bankruptcy ( BK XXXX XXXX in XXXX and recently dismissed as of XX/XX/XXXX. Recently notified by XXXX, XXXX XXXX XXXX ( XXXX XXXX ) via letter that they are seeking foreclosure ( on behalf of Wells Fargo ) on a property that was covered in BK XXXX. A loan modification was submitted and approved in XX/XX/XXXX by XXXX XXXX for this property. The Bankruptcy Judge had to approve the loan modification before I could move forward with accepting the loan modification from PHH ( Wells Fargo Servicer ). All payments were made through the Bankruptcy Trustee to Wells Fargo on my behalf as outlined in the bankruptcy agreement. PHH, the Servicer has requested that XXXX XXXX foreclose on my property. PHH is stating there is no loan modification agreement on file. My attorney, XXXX XXXX e-mailed XXXX XXXX the loan modification acceptance letter and a copy of payments made by the Trustee to show I am current in payments. PHH has filed for foreclosure on my property without just cause. Documentation is attached.
Company Response:
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2020-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1- On XX/XX/2020 tried to make payments online and there was no Make Payment link on the website I had been using to do this for about a year. It seems they are coercing customers to either pay by phone which involves a FEE OR one is coerced into signing up for AUTOMATIC payments! 2- When I tried to send a letter by email using their email link it consequently disabled my ability to open the website at all! They are forcing customers into delinquency! I OBJECT! I will not stand by and allow myself and others to be coerced into delinquency which would impact credit scores!!! Contact them immediately please! Can they force me to sign up for automatic payments? 3- This company is price gauging customers in the sense they have twice sent letters to recast ones mortgage to lower monthly mortgage payments which consequently adversely increases the interest at HIGH percentages! They cleverly neglect to say this in writing! All they say is that you will have a lower payment and they expect customers to figure it out ourselves that they ONLY put the higher interest level in numbers - without ever putting it into writing that you will be paying more!!!! That should be illegal! 4- This company PHH mortgage is part of OCWEN and I do not trust this company ( PHH to be competent as they claimed to lose checks I had mailed in, twice!!! Please assist!
Company Response:
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2020-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This complaint is regarding the failure to reimburse escrow and overpayment, as well as final mortgage payment following payoff of mortgage loan as a result of refinancing Three primary complaints are as follows : 1. Payoff wire was made and confirmed on XX/XX/XXXX in accordance with XXXX Payoff Statement instructions received on XX/XX/XXXX. Wire was rejected due to unknown internal change at XXXX with new payoff instructions ( apparently they are the service provider for PHH Mortgage Services ). The title company was told they were rejecting the wire and they would not do an internal transfer to satisfy the loan. Wire was resubmitted according to new instructions on XX/XX/XXXX and loan was recorded as paid in full on XX/XX/XXXX. Increase in payoff amnt due to the delay in the amount of {$230.00} ; I expect reimbursement of this amount. 2. As of XX/XX/XXXX reimbursement for escrow account has not been received. I have contacted XXXX XXXX customer support no less than 4 times to confirm dollar amounts, processing, and shipment of the checks. Dates included XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Every time I have contacted them they have indicated that they would send emails to the escrow account and get it taken care of. On XX/XX/XXXX, and again on XX/XX/XXXX I was told that the check had been sent on XX/XX/XXXX, and I would receive it at our mailing address in 7-10 business days. As of XX/XX/XXXX I have still not received the check. In a call with XXXX XXXX on XX/XX/XXXX the customer support manager indicated he would send another email to find out why the check was taking so long, and he indicated to me that it would take 1-2 additional business days to get an answer from them. Additionally, the amnt due to me was not clearly articulated to me, and was inconsistent across the various calls with XXXX XXXX. I expect reimbursement of the addition interest owed me for the time XXXX XXXX has held my money. I also expect a clear, documented verification of the amnt paid, amnt due, and amnt to be reimbursed that I can verify with my records of all transctions. 3. An automatic loan payment for the month of XXXX in the amount of {$3700.00} was withdrawn from my personal checking account to XXXX on XX/XX/XXXX. I spoke with XXXX XXXX about this on each call, and had responses that first indicated a separate check would be mailed, but in the call on XX/XX/XXXX the XXXX customer support person indicated there was no record of a check being distributed. After working through the numbers, the individual did understand and acknowledge that an additional {$3700.00} was due to me for the XXXX payment, and that she would follow up with an email to a different department and they would investigate and follow up with me. As of XX/XX/XXXX I had not received any communication with XXXX, and when I called them the individual I spoke with did not confirm that a check for the XXXX payment had been distributed. I expect a full refund of the XXXX payment in the amnt of {$3700.00}, consistent with payoff being made according to complaint 1 on XX/XX/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92692
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I discovered that I needed new roof in XXXX of XXXX. Decided to employ XXXX XXXX. Home Insurance agreed and released partial payment to begin on XXXX XXXX. PHH Mortgage is the co. that has a reverse mortgage on our home. After many calls they finally released the funds for the roofers to begin work. The roof was completed XXXX XXXX, XXXX. I have been trying to get the mortgage to release final payment since they received the final payment from our home ins. They still haven't sent the money and every time I call I am given a different excuse. I have since decided to sell our house and was scheduled to close on XXXX. XXXX. I informed the mortgage co. of this and the request for payoff was made on XXXX, XXXX. The second request was made on XXXX. still nothing. I have attempted again today and got a different answer than Fri.The mortgage co. just refuses to pay for the roof or supply us with the payoff so we can close. The people purchasing our house refuses to wait past Mon. the XXXX of XXXX.
Company Response:
State: OK
Zip: 74021
Submitted Via: Web
Date Sent: 2020-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 we received a letter from the County of XXXX XXXX XXXX Tax Collector notifying us that we owed {$6900.00} in past due property taxes. We were perplexed since we have an impound account and our mortgage company PHH Mortgage is supposed to be paying them. Since XX/XX/XXXX, we have spoken to customer service at PHH 4 times, we have faxed a letter with the bill from the county 3 times and have emailed them twice. We can't talk to anyone in the tax department, and customer service has told us various things : that they mailed {$500.00} to the wrong county ( XXXX XXXX ) and were waiting for the money to come back ; on XX/XX/XXXX they told me they had mailed {$2900.00} to XXXX County ( XXXX County Tax acessor never received it ) ; Customer service has promised they will have the PHH tax department call the county directly and then call me, and they have done neither. Every time we call customer service we speak with a nice person with a foreign accent who can't locate our numerous faxes and promises to have the tax department look into it and call us back- and then we hear nothing. We are beyond frustrated! At this point we are refinancing to get away from PHH but can not finalize the refinance since we now owe {$7000.00}. in past due taxes that need to be paid first.
Company Response:
State: CA
Zip: 934XX
Submitted Via: Web
Date Sent: 2020-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A