Date Received: 2020-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I mailed a payment on XX/XX/XXXX with the coupon and check to PHH Mortgage serviced by XXXX. I checked my account and saw the check had not cleared. I called and they confirmed they received the check however because it would pay the loan off they would hold my check for 10 days then process it. It is now 12 days later and multiple phone calls they still have not deposited the check. I'm up to 5 phone calls. On the back of the statement I receive every month it states : Payments received Monday through Saturday at the address on the payment coupon will be credited the date of receipt if 1 ) in US dollars in the form of a check drawn on a XXXX XXXX, and 2 ) received in the envelope provided with the coupon enclosed. I complied with both of these requirements. I did pay a bit more than what I owed to be sure I had enough to pay out the mortgage. They told me I have to wire my final payment. No where on the statement does it say I need to do that nor should I have to pay {$35.00} to wire money to them. My balance is very low. They also ARC the items ( ie turn the check into an ACH ) so their is not reason to not process this check. My account is current and never had a late payment and they can also see I have made a large payment the first quarter of every year to reduce principal.
Company Response:
State: NC
Zip: 28105
Submitted Via: Web
Date Sent: 2020-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My mortgage payment was due on XX/XX/2016, to Ocwen Loan Servicing LLC. Ocwen has designated XXXX XXXX XXXX as a means to make payments directly from Ocwen 's website. XXXX or Ocwen charges a {$10.00} fee which Ocwen collects. On XX/XX/2016, I went to the Ocwen website, clicked the tab to make a payment, and XXXX XXXX XXXX popped up and I made the pay due. I was given an email confirmation of the amount paid, the {$10.00} fee charged and that it would be posted on that day XX/XX/2016. I have this email. Aparantly, the payment did not post that day, despite the email confirmation stating it would be posted the day of payment. Ocwen then reported me as 30 days late to all three major credit bureaus and refuses to take any corrective action. Perhaps Ocwen should not be telling customers that the payment posts the same day as payment is made through it's XXXX XXXX link. I believe this should be removed from my credit report, but Ocwen won't budge.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01960
Submitted Via: Web
Date Sent: 2020-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called my Mortgage Company trying to get help because I am out of work because of COVID19. They are saying they can give a frobearance for 3 months but at the end of 3 months the full amount is due. How do they expect unemployed people to come up with a large balance due at the end of 3 months? This is Not helping.
Company Response:
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH mortgage Servicing. I contacted my mortgage company about getting a deferred payment due to the covid19 virus. they are not willing to help on payments
Company Response:
State: SC
Zip: 29016
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I currently am In a repayment program with PHH Mtg services. I have been trying to get in touch with PHH for 16 days now. I keep getting a message saying " Due to unforseen circumstances we are unable to take your call at this time. The one time I did get through I stayed on hold for 69 mins before it sounded like it was transferring to a person and hung up. I can not get on to their website because I currently am in a modification that Im not satified with. When you go onto their website it says " Please contact support, your account status is limiting you to certain information ''. This is unacceptable firstly because we started this process in XXXX XXXX. I made two payments, {$1400.00} and {$180.00}. which brought the total to {$1600.00}. The Mtg payment was {$1600.00}, I paid this because the customer service agent that I spoke to on XX/XX/XXXX told me that this is what I owed. In XXXX my Relationship counselor XXXX called me and told me that the modification was denied due to me making 2 payment instead of one and that I did not make the correct payment. I asked to speak to the supervisor of which I was not afforded the opportunity, instead they told me that they would give it to the research department for further research. The next information I got was a new modification that was {$200.00} more claiming that I had to take it because of the computer error, and that they couldn't reverse anything because everything is done by computer. I told them that I would be struggling to pay that but they said it was the only option I had. So made the first payment on XX/XX/XXXX, and have been trying to make the second payment everyday since XX/XX/XXXX. Today is the last day of the month to pay and I am still getting the error message that I have mentioned above. I do I take care of a situation that they wronged when ( 1 ) I have limited access to my mtg account and ( 2 ) they won't answer the phone. To make things worse, they are reporting that I have a balance of {$300000.00}, and that they have had my account since XXXX which by law under they FCRA they have to remove if they are erroneously reporting. Please help all I want to do is make my payment and also have my credit report corrected. Furthermore, this account was sold to this company with wrong information given, and when I requested what they have proving that I owe as much as they say I do they can't provide the information
Company Response:
State: MD
Zip: 20740
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Covid 19, no work. Only forbearance plans offered. Need deferred payments
Company Response:
State: NY
Zip: 11757
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I was never late on the payments and the account is closed.
Company Response:
State: OR
Zip: 97267
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX c/o PHH Mortgage gave a 3 month forbearance when I called to attempt to work with them, secondary to losing my job due to CoVid-19. They gave three months forbearance, BUT ALL THREE MONTHS ARE DUE AT THE FOURTH MONTH! They are praying on people during a horrible time! In addition, they continually send me mortgage statements that do NOT spell out how my previous payment was applied, and even have all the information, including the payment amount, listed as XXXX! I called and told them it was against the law and their response well, we are sending you out corrected ones, so not sure what the issue is
Company Response:
State: MA
Zip: 014XX
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: due to the coronavirus i contacted my mortgage company and they said they will waved up to three mounts but after that they want it full. and will not put in on the back end what good is to help people. phh mortgage co. in new jersey i just want a modification to stay current. thank you
Company Response:
State: NJ
Zip: 07071
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We called on XXXX to PHH Mortgage company as we all bunker down and brace for this Virus to rid itself from our Nation. Loan # XXXX One of Floridians biggest bill is our mortgage and we pay our bill every month. Hard working Floridians have lost major income. They sent me a letter of " Temporary Hardship Forbearance Plan Offer, which I don't have to pay anything for 3 months and then on XXXX, I have to pay a lump sum of {$6500.00} We are losing income as our hours are cut and that means a lot of items need to be put on the back burner.That is not help. If, I cant pay now because my work hours have dropped considerable, what makes them think I would be able to pay the 3 months in one shot? So, when I reached out, again, to my mortgage company, PHH Mortgage, I reached out by phone, email, by US postal service and by fax, no one answers, no representatives are available, no customer service, please call later the machine says but I keep calling to see, if they can place, at least 3 months to the back end of the mortgage. We are not asking for a freebie just to help out in this time of National Emergency. Modification with forbearance is called.
Company Response:
State: FL
Zip: 33196
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A