Date Received: 2020-03-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently filed another complaint against PHH/Ocwen mortgage company. XXXX. The company has initiated foreclosure proceedings against my home even though I have made all of my payments as agreed in the modification I signed in XXXX of XXXX. At the same time that I signed the modification agreement I also signed an agreement to assume the mortgage that was originally in my late husbands name. Both documents, the modification and assumption agreement were sent together in XXXX of XXXX. I returned both documents in the envelope provided from XXXX by which they were delivered to me. I sent in my first payment according to the modification agreement that same month, XX/XX/XXXX. In XX/XX/XXXX I received a foreclosure notice stating that no payments have been received since XXXX of XXXX. The companys response to my previous complaint states that no payments have been received since XXXX of XXXX ( discrepancy on their part ) and the assumption agreement was never received. I am providing the notarized signature page of the assumption agreement ( document is named in lower left corner ) which was sent in the same envelope as the modification agreement that they do acknowledge receiving. I am also attaching the cashiers check stubs that clearly show payment to PHH mortgage. With the stubs I am also including the signature cards that show these checks were received by PHH. Finally I am attaching the shipping receipt from XXXX for the envelope sent last XXXX containing the modification and assumption agreements. This is part of the company response to my previous complaint : Account records indicate that we are still awaiting receipt of the assumption package and a modification can not be completed, and the account will still be in Mr. XXXX name until it is completed. As no payments have been received after XX/XX/XXXX, the status of the account is accurately reflecting as in default and the notice of default was properly sent. In addition, as the account was delinquent, any late fees assessed on the account are proper and as we are obligated to service the account in accordance with the note these fees will not be waived. I have attached the Payment Reconciliation history for review. The account is currently in foreclosure which is on hold due to this dispute. I would like to know what has been done with all of the payments I have sent since XXXX of XXXX. These payments need to be immediately applied to my account or returned to me. Something needs to be done besides just forwarding this complaint to the company. They need to be investigated and these types of practices need to be stopped.
Company Response:
State: CO
Zip: 808XX
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: PHH Mortgage Services is attempting to collect {$6000.00} in fees and assessed expenses with my mortgage statement. I am currently behind two months of mortgage payment for a total amount of {$5400.00}. They are refusing to accepted what is owed of {$5400.00} in back mortgage. Attached you will find a current mortgage for the month of XX/XX/2020 an it will reflect they are demanding the penalty fees and assessed mortgage in one payment. A mortgage lender is not allowed to demand penalties, fees or assessed fees when asking for back mortgage payment.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: PHH Mortgage Services is attempting to collect {$6000.00} in fees and assessed expenses with my mortgage statement. I am currently behind two months of mortgage payment for a total amount of {$5400.00}. They are refusing to accepted what is owed of {$5400.00} in back mortgage. Attached you will find a current mortgage for the month of XX/XX/2020 an it will reflect they are demanding the penalty fees and assessed mortgage in one payment. A mortgage lender is not allowed to demand penalties, fees or assessed fees when asking for back mortgage payment.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I loss my home due to a fire XX/XX/2020, I sent a insurance check to PHH Mortgage XX/XX/2020. the loan has been paid in full since XX/XX/2020. the refund amount owed to me is {$84000.00}, and they are yet to release the balance. They have lied to me left me on hold promise to call me back and they can not give me a competent answer on why they have not released my funds. I was suppose to close on my new home XX/XX/2020 at XXXX, however I can not because they are still holding on to the funds. I am staying at a hotel that XXXX XXXX XXXX is paying for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48601
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am no longer able to afford my property and I reached out to PHH Mortgage and completed a short sale package in XXXX. The lender told me they have to complete a denial for a modification before they can consider a short sale. I have no income. I was denied a modification in XXXX and the lender closed out the file even though they had the full short sale package they asked for. Please help me before the buyer walks away and my property is foreclosed.
Company Response:
State: CA
Zip: 91750
Submitted Via: Web
Date Sent: 2020-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for assistance after falling behind on my mortgage. PHH has demanded items from me that I have already provided. They initially said they wanted my bank statements with circles on them showing the rents I receive for income. They already had the bank statements with check marks. They said it has to be circles. So I sent those in and now they are calling saying that is not enough. They want circles with the loan number written next to the circle. So I have now sent them the statements with checks and circles. My attorney says this is not necessary and they are playing games with me like they have in the past. This is a violation of Respa Regulation X 1024.41 in which they are required to review my application once it is complete. Making up things to do like circles and not checks is not something that can cause a file to be complete or not. There are not rules or regulations about checks or circles. This company MUST be fined and reviewed for this type of violation of Respa.
Company Response:
State: NV
Zip: 89119
Submitted Via: Web
Date Sent: 2020-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Date Duration Subject Staff Summary XX/XX/XXXX ( XXXX ) 10 Intake XXXX Spoke with a client that was referred to XXXX XXXX XXXX by HUD.gov.XXXX XX/XX/XXXX ( XXXX ) 45 Intake XXXX Spoke with client son via phone at XXXX stated servicer is Ocwen. Initial email sent to client appointment scheduled for parents XXXX and XXXX XXXX for XX/XX/XXXX @ XXXX XX/XX/XXXX ( XXXX ) 10 Intake XXXX Called client to confirm appointment scheuled for XX/XX/XXXX @ XXXX stated they would be there, asked if they ha any additional questions or concerns, clients stated not at this time.XXXX XX/XX/XXXX ( XXXX ) 10 Intake XXXX Received call from client to move appointment date up from XX/XX/XXXX to XX/XX/XXXX client would like to keep the same time of XXXXXXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Met in-person with client ; opened as HUD Counseling File in CMAX ; conducted one-on-one orientation ; reviewed and updated Intake Form ; discussed and reviewed disclosures ; Authorization signed by client ; conducted Financial Analysis ; discussed household budget ; reviewed and analyzed Tri-merged Credit Report File ; executed Action Plan, sign by Client and Counselor ; XX/XX/XXXX ( XXXX ) 60 Appt XXXX Met with client for one on-one counseling session went over the following HARDHSIP : Due to increase in medical expenses INCOME : At this time client income is {$4000.00} AFFORDABLE MONTHLY PAYMENT : Affordable monthly payment is XXXX RECOMMENDATION : Client submit for a loan modification to reduce the monthly payment to a more affordable dollar amount. Also advise the client to apply for the County tax exemption program contacted agency spoke with XXXX who stated she will mail client application, upon receipt client to notify agency to help to complete form and submit. Client notified of Financial Literacy Symposium they're unable to attend. The next appointment is scheduled for XX/XX/XXXX to discuss file submission and any new updated that have been received. XXXX XX/XX/XXXX ( XXXX ) 10 SUBMITTED TO SERVICER SLW Efaxed Authorization Form to Ocwen ( XXXX ), Ocwen ( Authorization Form ) ( XXXX ), Ocwen XX/XX/XXXX ( XXXX ), Ocwen XXXX ( XXXX ), Ocwen XX/XX/XXXX ( XXXX ), Ocwen Authorization Form ( XXXX ), Ocwen Fax ( XXXX ) XXXX XX/XX/XXXX ( XXXX ) 30 Processing XXXX Modification package submitted to the servicer.Faxed to XXXX.XXXX XX/XX/XXXX ( XXXX ) 10 Intake XXXX Sent Loss Mitigation documents as requested. XXXX XX/XX/XXXX ( XXXX ) 10 Intake XXXX Uploaded Authorization Form, Intake, Annuity Statement, SSI Benefits , Mortgage Interest, Taxes XXXX, W-2 Taxes XXXX, Ocwen MAA , Mortgage Statement XX/XX/XXXX ( XXXX ) 30 Misc XXXX SENT EMAIL INVITE TO XXXX FINANCIAL SYMPOSIUM.XXXX XX/XX/XXXX ( XXXX ) 1 Misc XXXX XX/XX/XXXX - Called client to invite to XXXX Symposium. Client wasn '' t available. Sent/forwarded invite email. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Contacted the servicer, spoke with XXXX in the Loss Mitigation department, he stated the file is currently under review, no additional documents needed at this time let him know that i would call back XX/XX/XXXX @ XXXX for another update.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Called client for schedule appointment, updated the client let them know file is currently under review also requested updated bank statements. Next appoinment scheduled for XXXX XXXX at this time to discuss status of Modification. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Submitted bank statement to servicer XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Called the servicer , spoke with XXXX in the Loss mitigation department, he stated underwriting was requesting updated bank statements let the representative no we would submit ASAP, asked that we fax to XXXX. The next appointment scheduled for XXXX to confirm receipt of bank statements submitted XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Called borrower for an update let them know bank statement were submitted on XX/XX/XXXX at this time no additional documents are needed next appointment scheduled for XX/XX/XXXX @ XXXX to discuss status of modification.XXXX XX/XX/XXXX ( XXXX ) 45 Misc XXXX Called the servicer with client on the line for an update file still under review no additional documents needed client stated she made a payment in the amount XXXX on XX/XX/XXXX next appointment scheduled for XX/XX/XXXX @ XXXX to contat the servicer for an update along with the borrower. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Called the borrower for scheduled appointment asked that they update their bank statements on file. At this tme no change in status of file with servicer. Next appointment scheduled for XX/XX/XXXX @ XXXX. To discuss status of modification with servicer as well as client XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Updated Bank statement submitted to Ocwen at XXXX spoke with XXXX XXXX XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Processing XXXX Uploaded Annuity, Fax Cover and SSI Benefits to onedrive ( Fax ). XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Contacted client, no change in file status, scheduled follow up for XX/XX/XXXX.XXXX XX/XX/XXXX ( XXXX ) 15 Appt XXXX Called the servicer stated the loan modification was denied because the investor does not allow modification on this type of note investor is XXXX XXXX XXXX XXXX , XXXX XXXX for XXXX XXXX XXXX and XXXX XXXX XXXX . Will contact client with an update. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Received phone call from servicer spoke with XXXX in the Loss Mitigatin department , confirmed that the only option for the client is to move forward with a short sale or Deed-in-Lieu let the servicer know at this time the borrower was going to try and sustain homeownership. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Called clients with an update from servicer. At this time the only option available is to reinstate the loan or short sale, deed in lieu. Client updated via phone. Next appointment scheduled for XX/XX/XXXX to discuss clients options moving forward-reinstatment, short sale or deed-n-lieu. XXXX XX/XX/XXXX ( XXXX ) 15 Appt XXXX Called borrower left voicemail next appointment scheduled for next week XX/XX/XXXX@XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Spoke with client for scheduled appointment, client have decided to move forward with liquidation, let the clients know I would notify the bank of the intent to move forward liqudiation and request the Short sale package. Next apointment scheduled for XX/XX/XXXX to discuss placing the home on the market for liquidation XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Spoke with client for scheduled appointment, clients received short sale packge from servicer, will be using a family friend to work with to place home on the market asked that they notify XXXX XXXX XXXX once the home has been placed on the market, client would like to fix some items that are in need of repair but stated home would be placed on the market in the next 14 days. Next appointment scheduled for XX/XX/XXXX @ XXXX to discuss status of short sale. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Spoke with client for scheduled appointment home has been placed on the market have had 4 couples look at the home no offers as of yet. Next appointment scheduled XX/XX/XXXX @ XXXX to disucss status of short sale. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Spoke with client for scheduled appointment at this time no change in property several viewing no offers, asked if they have spoke with their agent about reducing price of property to get an offer.Next appointment scheduled for XX/XX/XXXX @ XXXX to discuss status of short sale. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Client has placed home on the market for a short sale at this time a contract has been placed on the property and file to be resubmittedto the servicer. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Spoke with client contract accepted on property will submit complete short sale package to the bank upon receipt client has submitted updated financials. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Called the borrower servicer, spoke with XXXX in the Loss Mitigation department , submtted Short sale package to XXXX fax XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Misc XXXX Spoke with servicer, confirmed receipt of short sale package, was submitted XX/XX/XXXX spoke with XXXX asked that we call back XXXX XXXX for another update, client given update via phone as to the status of the account.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Called the servicer spoke with XXXX in the Loss Mitigation department stated file has been transferred to PHH should have additional information no later than Friday XX/XX/XXXX. Next appointment scheduled for Tuesday XXXX XXXX@XXXX.XXXX XX/XX/XXXX ( XXXX ) 15 Appt XXXX Contacted new servicer PHH AF not on file asked that we resubmit to XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Authorization form resubmitted to XXXX.Next appointment scheduled for XXXX XXXX@XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Called servicer spoke with XXXX in the Loss Mitigation department rep stated AF not on file asked that we resubmit to XXXX. Next appointment scheduled for XXXX XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Contacted the servicer spoke with XXXX in the Loss Mitigation department stated AF was not on file asked that we resubmit to XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Contacted the servicer spoke with XXXX ID XXXX the following items are being requested Listing Agreement, HUD 1, Sales Contract with addendum extension, update HOA information. Next appointment scheduled for XX/XX/XXXX@XXXX.Fax to XXXX or email to XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Contacted the servicer spoke XXXX need the following : Listing agreement correct borrower name and list price signed and dated by borrower and listing agent, MLS Listing agreement , HUD 1, supporting documents for HOA mention as per the settlement or closing disclosure, supporting documents HOA dues fax to XXXX email XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Requested items resubmitted.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Requested items resubmitted via email.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Spoke with servicer asked that buyer update HUD 1 and remove XXXX XXXX from all documents as his name no longer appears on the loan, email sent to listing agent and homeowner next appointment scheduled for XX/XX/XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Contacted the servicer spoke with XXXX ID XXXX XXXX confirm receipt of documents stated she hoped to have a decision by Friday XX/XX/XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Contacted the servicer spoke with XXXX IDXXXX confirm receipt of all requested documents asked reppresentative to check the status of the amount of closing cost allowed asked that we call back XXXX XXXX for an update.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Called servicer spoke with XXXX ID # XXXX in the Short sale department in reference to Short Sale approval rep stated all requested documents had been received underwriting was still waiting on closing cost assistance rep submitted formal complaint to escalate review, case ID # for escalation is XXXX. Next appointment scheduled for Monday XX/XX/XXXX@XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Called servicer spoke with XXXX ID # XXXX in the Short sale department file has been escalated call scheduled for XX/XX/XXXX @ XXXX XX/XX/XXXX ( XXXX ) 15 Appt XXXX Contacted the borrower servicer spoke with XXXX ID XXXX in the Short sale department file escalated to management next appointment scheduled for XXXX XXXX@XXXX.with POC assigned to file.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Did not receive a call back from servicer next appointment scheduled for XXXX XXXX @ XXXX. XX/XX/XXXX ( XXXX ) 30 Appt XXXX Contacted the servicer spoke with XXXX Agent ID # XXXX stated at this time appraisal was in the process of being completed. Next appointment scheduled for XX/XX/XXXX@XXXX.XXXX XX/XX/XXXX ( XXXX ) 10 Appt XXXX Spoke with XXXX about SYMP , Interested and will check email, Will call back XX/XX/XXXX to confirm future appointment with XXXX, XXXX and Symposium registration- XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Contacted the borrower servicer file under review escalated file to CFPB notifiy client of complaint file with CFPB next appointment scheduledfor XX/XX/XXXX@XXXX.XXXX XX/XX/XXXX ( XXXX ) 15 Appt XXXX Left VM to confirm appointment XX/XX/XXXX XXXX, will follow up with XXXX to confirm next appointment.- XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Contacted the servicers spoke woth XXXX ID # XXXX stated file was under review escalation sent to upper management next appointment scheduled for XX/XX/XXXX@XX/XX/XXXX.XX/XX/XXXXXX/XX/XXXX ( XXXX ) 30 Appt XX/XX/XXXXContacted servicer spoke with XXXX ID # XXXX stated file was with underwriting no updates had been given on the file asked for the file to be escalated rep stated he would submit file to upper management for review. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Submitted complaint to CFPB. Complaint ID # ID FOR COMPLAINT SENT TO PHH MORTGAGE SERVICESXXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Contacted the borrower servicer waiting on the approval from the Mortgage Insurance submitted XXXX XXXX next appointment scheduled for XX/XX/XXXX@XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX File was approved for Short sale incorrect names on approval letter contract resubmit along with XXXX also sent request to servicer as to why closing cost assistance is not being given to the sellers? Next appointment scheduled for Friday XX/XX/XXXX@XXXX.XXXX XX/XX/XXXX ( XXXX ) 15 Appt XXXX Next appt. XX/XX/XXXX @ XXXX XX/XX/XXXX ( XXXX ) 45 Appt XXXX Following documents submitted to the servicer via email- HUD 1 , Short sale affidavit and updated listing agreement. Borrower notified that requested documents had been submitted to the servicer, emailed to XXXX next appointment scheduled for XXXX XXXX @ XXXX XX/XX/XXXX ( XXXX ) 15 Appt XXXX Contacted the borrower servicer spoke with XXXX in the Loss mitigation department stated the following documents are needed : Sales Contract, Addendum to Purchase agreement updated HUD 1 Listing Agreement. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Emailed the following requested documents to XXXX.Next appointment scheduled for XX/XX/XXXX@XXXX.XXXX XX/XX/XXXX ( XXXX ) 45 Appt XXXX Contacted servicer spoke with XXXX ID # XXXX in the Short Sale department stated the following information is being requested by underwriting : Most recent HOA statement, updated HUD 1, updated purchase contract, Listing agreement fax information over to XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Called borrower requested updated HOA statement stated she would fax over tomorrow XXXX XXXX next appointment scheduled for XX/XX/XXXX@XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Sent email for next phone appt date w/XXXX, Stated for Client to confirm appt w/in 24-48hrs, Checked Client '' s Electronic File, Sent email requesting Bank statement ( 30 Days ) and Monthly Spending Plan.- XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Contacted the servicer spoke with with rep XXXX ID # XXXX in the Short Sale department confirmed receipt of all documents which was noted received on the file XX/XX/XXXX under review with underwriting asked that we call back Tuesday file should be in final review by that date Tuesday XX/XX/XXXX@XXXX.XXXX XX/XX/XXXX ( XXXX ) 45 Appt XXXX Contacted the servicer spoke with XXXX underwriting requesting XXXX listing agreement, HUD 1, purchase contract, and HOA docs submitted again via faxed . Contacted client with update next appointment agreed by all is scheduled for XX/XX/XXXX@XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Disclosure and Action plan updated in client file. Program assistance to email for signature. Next appointment with client next appointment agreed by all scheduled for XX/XX/XXXX@XXXX.XXXX XX/XX/XXXX ( XXXX ) 15 Appt XXXX Contacted XXXX ID XXXX email XXXX reference loan number. XX/XX/XXXX ( XXXX ) 15 Appt XXXX Sent Client email, Attached New Action Plan and New Disclosures, Requested correspondence w/in 24-48 business hrs.- XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Contacted the servicer with borrower on the phone, spoke with XXXX in the Short sale department confirmed receipt of all requested documents file is with underwriting and expect a decision by Friday XXXX XXXX. Next appointment scheduled for XX/XX/XXXX @ XXXX. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Contact the borrower servicer spoke with XXXX in the Loss mitigation department, stated file is under review scheduled and appointment for XX/XX/XXXX @ XXXX am agent ID # XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Contacted the borrower servicer spoke with XXXX ID XXXX XXXX, stated the file was currently under review and someone would be in contact within 30 days, explained to the servicer that this short sale has been opened for 2 years asked that the file be escalated to prevent from losing another buyer. File escalated to CFPB.XXXX
Company Response:
State: VA
Zip: 224XX
Submitted Via: Web
Date Sent: 2020-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/2020 - Contacted PHH Mortgage due to incorrect status of 2nd loan, home equity loan, closed with outstanding balance.My credit score now dropped by a lot. I further advised this is a active account with not late payments payments XX/XX/2020 - Called back PHH, per their request provided XXXX XXXX credit report noting Closed Account. sent by fax # XXXX XX/XX/2020 - Called PHH to check status advised I would received a email in response to my concern.Was to re-fax information to XXXX XX/XX/2020 - Requested to send information again via fax # XXXX XX/XX/2020 - Called PHH to follow up again asked to re-fax same information to them along with my full credit report. I declined. I stated the 2nd loan home equity should remain as a open account, same as the 1st loan. I also asked why they call my home but do not leave a message. Too many fax of info and calls with no results. XX/XX/2020 - Still waiting for feedback ( email as promised ) from PHH
Company Response:
State: MD
Zip: 21212
Submitted Via: Web
Date Sent: 2020-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: CFPB Consumer Financial Protection Bureau, In XX/XX/XXXX, I was laid off from my job and this created a bad financial situation with my family 's finances. So we started to be late on our mortgage. So at that time till recently I have been trying to settle with my mortgage about a loan modification. My original company Ocwen Mortgage company. During my modification time period, Ocwen sold or our note to the PHH Mortgage company. But now XXXX is my mortgage provider under PHH. This has created a lot of confusion in the loan modification process. I have received conflicting letters of the same date but with different content. One stating that my loan modification can not be reviewed and the other letter asking for more documents to further the review. All dated the same. And then a certified letter stating a foreclosure date has been set. So I have been in many discussions with PHH Mortgage and there assigned mortgage assistance managers. It sounds like a call center in XXXX. Anyways since my loan mod has been so mismanaged I have complained to my mortgage company and they have stopped the foreclosure date 4 times since this has happened. On XX/XX/XXXX - I turned in a Brand new Loan Modification Application with an updated financial statement to my mortgage company. Since my job loss, I went through a personal bankruptcy with Chapter XXXX. This left me with no unsecured debt. And with this new financial application, I was able to prove that my small business which I started in XX/XX/XXXX is profitable and showed PHH with my P & L statements to show that I was bringing in {$4500.00} a month personally from my business. And also showed them my personal deposits. The P & L statement showed I was {$47000.00} in the Black with my business. On XX/XX/XXXX - Mr. XXXX XXXX - My assigned account manager - told me that my P & L was not satisfactory for the underwriters. So he told me what the format was on how to prepare the P & L. I was confused by this because it showed too many expenses and that was different from my P & L in terms of profitability. On XX/XX/XXXX - I called Mr. XXXX to call me back no return call. On XX/XX/XXXX - I called Mr. XXXX to call me back On XX/XX/XXXX - Letter from XXXX XXXX - that my documents will be reviewed On XXXX Letter From XXXX XXXX - Document due date XX/XX/XXXX - please submit most recent bank statement self-employed income On XX/XX/XXXX - Letter from XXXX XXXX - Stating my mortgage application was received and next steps On XXXX Letter from XXXX and XXXX - about foreclosure date set on the house XX/XX/XXXX Please CFPB Rep, help me with this loan modification, please. My original company Ocwen sold this note 2 times and it seems that my loan modification application is not getting the attention that it needs. And so many different companies working on this it seems that one company is foreclosing it and the other company is trying to process a loan modification application. I have many more details and have this all documented. With emails, letters, and conversation noted by date. Sincerely yours, XXXX XXXX XXXX
Company Response:
State: VA
Zip: 20120
Submitted Via: Web
Date Sent: 2020-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: CFPB Consumer Financial Protection Bureau, In XX/XX/XXXX, I was laid off from my job and this created a bad financial situation with my family 's finances. So we started to be late on our mortgage. So at that time till recently I have been trying to settle with my mortgage about a loan modification. My original company Ocwen Mortgage company. During my modification time period, Ocwen sold or our note to the PHH Mortgage company. But now XXXX is my mortgage provider under PHH. This has created a lot of confusion in the loan modification process. I have received conflicting letters of the same date but with different content. One stating that my loan modification can not be reviewed and the other letter asking for more documents to further the review. All dated the same. And then a certified letter stating a foreclosure date has been set. So I have been in many discussions with PHH Mortgage and there assigned mortgage assistance managers. It sounds like a call center in XXXX. Anyways since my loan mod has been so mismanaged I have complained to my mortgage company and they have stopped the foreclosure date 4 times since this has happened. On XX/XX/XXXX - I turned in a Brand new Loan Modification Application with an updated financial statement to my mortgage company. Since my job loss, I went through a personal bankruptcy with Chapter XXXX. This left me with no unsecured debt. And with this new financial application, I was able to prove that my XXXX XXXX which I started in XXXX is profitable and showed PHH with my P & L statements to show that I was bringing in {$4500.00} a month personally from my XXXX. And also showed them my personal deposits. The P & L statement showed I was {$47000.00} in the Black with my XXXX. On XX/XX/XXXX - Mr. XXXX XXXX - My assigned account manager - told me that my P & L was not satisfactory for the underwriters. So he told me what the format was on how to prepare the P & L. I was confused by this because it showed too many expenses and that was different from my P & L in terms of profitability. On XX/XX/XXXX - I called Mr. XXXX to call me back no return call. On XX/XX/XXXX - I called Mr. XXXX to call back On XX/XX/XXXX - Letter from XXXX XXXX - that my documents will be reviewed On XX/XX/XXXX- Letter From XXXX XXXX - Document due date XX/XX/XXXX - please submit most recent bank statement XXXX income XX/XX/XXXX - Letter from XXXX XXXX - Stating my mortgage application was received and next steps On XX/XX/XXXX- Letter from XXXX XXXX XXXX - about foreclosure date set on the house XX/XX/XXXX Please CFPB Rep, help me with this loan modification, please. My original company Ocwen sold this note 2 times and it seems that my loan modification application is not getting the attention that it needs. And so many different companies working on this it seems that one company is foreclosing it and the other company is trying to process a loan modification application. I have many more details and have this all documented. With emails, letters, and conversation noted by date. Sincerely yours, XXXX XXXX XXXX
Company Response:
State: VA
Zip: 20120
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A