Date Received: 2020-01-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Today I received a call from a so called representative from the bank where my mortgage is held ( PHH Mortgage services ). He claimed to be my new relationship manager, and was offering me a loan modification as well as a reduced mortgage payment.in order to avoid foreclosure. I am 2 months behind and discharged form chapter XXXX bankruptcy. I was told that in order to participate in this program and save my home, I would have to send in {$960.00} which according to him would clear up my negative Escrow., and allow me to move forward with the modification. Mr. XXXX XXXX phone number XXXX XXXX XXXX said that my negative escrow as stated could only be paid through XXXX. I called the bank and they said that my escrow was negative ( {$190.00} ), and that I was not in forclosure, and If I wanted to clear it up I could send a check to the banks escrow department. They also stated that they have no notes of a call being made to me or do they have a record of a XXXX XXXX at the bank. They also gave me the name of my relationship manager. It is possible that this is happening to a lot of other individuals that are in similar situations with their mortgage and are being approached and scammed because of their perceived vulnerability. Thank You
Company Response:
State: NY
Zip: 10552
Submitted Via: Web
Date Sent: 2020-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I became a XXXX percent XXXX veteran meaning I no longer have to pay property taxes which was effective XX/XX/XXXX. On XX/XX/XXXX I call PHH Mortgage and request my taxes be removed. Which I verified thru customer service it was processed on XX/XX/XXXX. On XX/XX/XXXX, I again email a qualified written request on the bank 's written form to request my Tax escrow be closed and my refund be sent to me. On XX/XX/XXXX I call back and found that they said they updated the system but had already paid the full amount of the Taxes. They stated they would start an inquire to locate the overpaid funds. On XX/XX/XXXX, I again contacted PPH and they told me they open a another inquire with no additional information. On XX/XX/XXXX I called again, and they told me the inquire is still open and it will take 4-6 weeks from XX/XX/XXXX, XXXX. at this point I believe PHH is in violation of 12 CFR 1026.34 for escrow refunds and for error resolution. Nothing about how they responded to a qualified request is timely nor is the length of time for refunds considered timely.
Company Response:
State: TX
Zip: 76017
Submitted Via: Web
Date Sent: 2020-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The issue is faulty data and scheming on payments. I had recently filed a complaint against PHH Mortgage about not speaking to me on behalf of an estate by not giving me access to the online account, not wanting to refinance this extremely high-interest rate and not speaking with me over the phone. The CFPB contacted the company and resolved the issue. I recently got access to the online account and found the mortgage company says that I am in a negative on the escrow. I'm looking at the monthly statements and according to those statements, I should have had well enough funds to cover the escrow. Upon further review, looking at the account, I find they have been charging me a late fee since XX/XX/XXXXwhich should not have been. 1st, I only had access to the statements starting statement date XX/XX/XXXX in which my escrow YTD balance was {$430.00} YTD. If you look through to the XX/XX/XXXXstatement ( XX/XX/XXXX ), the escrow YTD is XXXX. Looking at it from the escrow balance, the statement date of XX/XX/XXXX, there is an escrow balance of XXXX. Escrow taken from payment is {$73.00}, the balance as of XX/XX/XXXXshould be {$430.00}. Which further proves there were enough monies there for escrow. I called on XX/XX/XXXX to state my case and XXXX agent number XXXX told me that escrow was paid in XXXX that's why I have an XXXX balance. He kept repeating the script and therefore I could not get an understanding. I thanked him kindly and started to research the matter myself. I found the escrow was paid on XX/XX/XXXX, which meant I did have enough for escrow. 2nd, In the month of XX/XX/XXXX, my bank inadvertently paid PHH mortgage twice. When I asked them about this they asked me to contact PHH Mortgage to ask if they would refund me my money. I declined and told the bank this was their error and they should fix it, in which they did. I'm looking at my statement and PHH mortgage charged me late charges for the return of monies that were never due to them and they have been charging me late charges every since. This claim can be found on the statement date on XX/XX/XXXX. I called them and asked them why was I being charged a late payment when I pay extra every month and they said the payments are late after the XX/XX/XXXX. Mind you I didn't have access to any online documents and the address they had was invalid because they wouldn't talk to me. Once I got access I see on the statements, late charges are not charged until after the XX/XX/XXXX. 3rd, none of the documents make sense. The year-end documents are different and the annual escrow statement is a mess. I have been going through this with them for over 15 years. In XX/XX/XXXX I paid them almost {$6000.00}, because I didn't know about filing complaints with the CFPB, to get this account straight and up to date. I have been overpaying my bill to make sure this would never happen again, but when you are dealing with snakes they always find a way to slick you. When my mom first passed away I asked them for a signed copy of the mortgage agreement because she had XXXX XXXX and that money was nowhere to be found. I am seriously questioning whether she actually took this loan in the first place. I would like to see the original documents for a signature and if this is truly her loan, please stop taking advantage of the situation. I had to delimit pages from my attachment to comply with the upload requirements. I hope you have enough of what you need for proof. If not, I will be more than glad to provide you with the entire file through another portal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2020-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: To whom it may concern : I am experiencing credit reporting fraud and financial fraud from my current lender PHH mortgage, housed under XXXX XXXX XXXX. I have been referred to an off-shore call center " case-manager '' since XX/XX/2019. Following all rules for their home loan re modification program, I paid as agree X6 months of partial payments in order to qualify. As of XX/XX/2019, I was inform that the trial payment period had ended and I had been approved for a home loan excluding the Melaroose charges previously embedded in my original FHA loan, this maintained my monthly payment at {$1600.00} of which I have paid consistently since XXXX of the finalized and signed agreement. Although I have been told that the new modification agreement has been accepted, I have been told that my loan is still not " finished ' and " awaiting on the investor ''. Although I was told, that my credit would only be affected for the period during the trial modification application, my credit report has received negative credit reporting for over a year. This has affected my ability to receive credit to pay medical bills, finance my car loan at reasonable rate, causing me to take out even larger loans with higher interests rates in order to pay for childcare. PHH mortgage has not followed up on my inquiry nor has offered any solution or END to destroying and damaging my credit, despite representatives on the phone promising to " reverse '' the negative credit reporting. Instead of helping my as a client, PHH Mortgage is destroying my families financial well being and also causing stress and hardship. This is the end inquiry made to the CFPB and over a year of attempting to resolved this issue directly with the company. As a hard-working XXXX XXXX XXXX, I feel so abused and taken advantage of by this company which insists on cashing my checks every month without any regard to cleaning up their mess as it pertains to this loan or the credit damage that they have caused my family. Please rectify this immediately, this criminality and unethical behavior must stop now!
Company Response:
State: CA
Zip: 92203
Submitted Via: Web
Date Sent: 2020-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There is ZERO way to make a mortgage payment due to a complete disaster of their website and not accepting phone payments as well.. You go to XXXX to login ... when trying to log in..it asked for a random..not what you selected security question..trying to register your device every single time. THEN if you are lucky enough to log in..you click another button to go to another website called XXXX XXXX. Then if you are lucky..you may or may not be given the option to make a payment. This is a complete disaster. I email them..their excuse..they are having website difficulties..but only the last few days they say. This has gone on from day one.XXXX/XX/XX/2019. they also CHARGE YOU TO MAKE A PAYMENT TO THEM. Who does that? Anyway they will not allow me to make my XXXX mortgage payment. I called number and it said they are not accepting payments on my account. I have tried and tried. i cant speak to a person..it 's all automated. MANY others with exact same problems. They also refuse to mail out any paper statements. Many others asking as well as I ... they won't send out. All of this is illegal I know. So why are they allowed to continue? PLEASE do something about this company. I have owned my home for 15 yrs and this is the very first company that's ever been like this and they are VERY bad. Why are these companies changing over every 3-5 yrs too? This is a disaster. I have read many horrifying reports, articles and complaints on this company and yet they are still in business. I just want to make a payment in which they are not allowing me to do for no reason at all. I am being sabotaged.
Company Response:
State: TX
Zip: 76028
Submitted Via: Web
Date Sent: 2020-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My XX/XX/XXXX taxes which are escrowed were not paid according to my legal signed wishes. I was told i didn't send in my Wisconsin Escrow Option, which in essence was signed during my closing on XX/XX/XXXX. After I contacted them after realizing I had not received a receipt like I normally do that is what I was told. I was then told to send in my copy of the document, which they should have had on file, it was part of my closing documents, everything else got updated accordingly, my mortgage statements come and get paid. I did that and send it to the research department. I did that and I received a letter dated XX/XX/19 stating that they did not receive a copy in time and they defaulted me to option 3, which states : The Lender will pay the property taxes when due from my escrow account. I selected option 2 : The Lender will pay the property taxes from my escrow account by by XX/XX/XXXX ... with other parameters to do so. My document is legal and binding just as every other document that I signed to refinance my loan, I feel just we are sorry you are not happy with your experience is not enough. I feel they are very callous and really unconcerned, still didn't opt to my chosen option even after providing them with the document they should have had on file. I had to call in to find out no, they didn't do anything to get the payment in and also had chose still the default option. The customer service rep updated to my option 2, upon me calling me. This is unacceptable and I want it reported, I have to suffer for my XX/XX/XXXX non payment of property taxes for filing my XX/XX/XXXX taxes now ...
Company Response:
State: WI
Zip: 53224
Submitted Via: Web
Date Sent: 2020-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ. XXXX ( XXXX ) XXXX XXXX XX/XX/XXXX Consumer Financial Protection Bureau ( CFPB ) XXXX ; www.consumerfinance, cov/mortgagehelp Dear Sir or Madame : Unfortunately, I have no choice but to file a complaint regarding my PHH Mortgage Home Loan # XXXX. Since XX/XX/XXXX, I have been trying to resolve the following matter with XXXX PHH Mortgage Services. The attached three ( 3 ) pdf documents substantiate my statements below. In XXXX, I contacted XXXX PHH to recast my mortgage loan, and they sent me the required Principal Curtailment Modification Form. On XX/XX/XXXX, I returned that completed form to XXXX along with a {$300.00} check for the required processing fee plus a {$95000.00} check for Principal Payment. This mailing was per Certified Mail # XXXX XXXX XXXX XXXX XXXX. My return receipt indicated XXXX of XXXX signed receipt on XX/XX/XXXX. My bank statement showed these checks were cashed on XX/XX/XXXX. However, there was no recasting of my mortgage. I made no fewer than XXXX telephone calls to resolve this. Expeditor XXXX XXXX was the last XXXX XXXX Representative that I spoke with at XXXX x ( XXXX ). He told me that XXXX had received my checks but did not receive the Principal Curtailment Modification Form ( which I had enclosed in the SAME envelope as the two checks ). He told me to resend that form. So I resent the form per Certified Mail # XXXX XXXX XXXX XXXX XXXX. My return receipt indicated that XXXX XXXX of XXXX received this on XX/XX/XXXX. This week, Mr. XXXX telephoned me to reassure me that the Escalation Department completed my mortgage recast request. He said that I would get a document in the mail that I must notarize and return. Then my recast would be processed. Well, Instead of this promised document, I received two unrelated documents : First, I received a letter entitled The mortgage assistance application was received. The next day I received Missing items from the request for mortgage assistance. I did not receive the recast documents that Mr. XXXX promised my by phone. XXXX has kept my {$300.00} recast processing ( cashed on XX/XX/XXXX ) fee without recasting my mortgage. I have twice spent money on certified mailings and much time on useless telephone calls. I have patiently tried to resolve this since XX/XX/XXXX. I request CFPB to help me resolve this. I would like my mortgage to be recast, but I do not want to spend more money/time on now having to notarize documents. This notarizing process was not part of the original recast requirement. If XXXX refuses to omit this new, additional requirement ( i.e., notarization of documents ) do this for me, then I want both my {$300.00} and {$95000.00} returned to me so that I can refinance my mortgage loan elsewhere. Thank you for your assistance. Sincerely, XXXX XXXX Cc : 3 pdf documents to substantiate the above
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2020-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had a mortgage with OCWEN for the past ten years. I have had multiple problems with them as they constantly lie and destroy documents. They placed lender insurance once on me charging me XXXX XXXX of dollars in unnecessary additional insurance. I was able to solve the problem once a class action was started against them. Two months ago they suddenly reported me to the credit reporting agency saying that I had missed two payments. I disputed it stating that I was current. They stated that when my loan was transferred from OCWEN to PHH the loan was two months short and that when they audited my account in XX/XX/2019after they acquired the loan. First of all my loan was never transferred to anybody, as OCWEN bought PHH and just changed their name. They are the same company and they have all the records. They sent me a written report which shows that I paid every month, but they claim that regardless of their own report I needed to produce receipts of XXXX and XX/XX/2019 ( 12 months later ) to prove I paid in those months. It looks like they have made a mistake and they refuse to acknowledge such mistake. Since their processing is done abroad in countries where acknowledging a mistake is considered a sin, I believe that somebody has made a mistake and they can not admit they are wrong. 4 years ago an OCWEN insurance processing center in XXXX refused to acknowledge that I had an escrow account with Ocwen, when all the documents proved that I had. It took me then three months to straighten the mess by involving a US based loan manager which launched an internal investigation from the US headquarters into the XXXX office. US borrowers are paying a hefty price for Ocwen 's outsourcing their record keeping to countries where there is no understanding of basic accounting and where they are unable to read documents in XXXX due to their poor knowledge of the language. I was able to locate the XXXX receipt from my bank statements, but I can not locate my XXXX receipt because my husband changed its bank and did not keep the paper statement as they were all online. That notwithstanding, their own statement shows that a payment was entered in XXXX and credited it accordingly. This matter came about only in the Fall after my loan was " transferred '' to PHH. OCWEN has a pattern of falsifying documents in order to defraud customers.They are now using the " transfer '' excuse to claim missing payments when there are none.
Company Response:
State: FL
Zip: 33133
Submitted Via: Web
Date Sent: 2020-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My complaint concerns PHH Mortgage. On XX/XX/XXXX We refinanced our mortgage with another entity ( not PHH ). We signed all the closing documents on XX/XX/XXXX. They were to pay off PHH mortgage. They did that. On or about XX/XX/XXXX it occured to me that I had not received any written documentation from PHH nor had I received the excess funds that were due to me from PHH as a result of the payoff. The amount was {$10000.00}. I called them. They said they issued a check on XX/XX/XXXX - a FULL 26 DAYS after the closing. They said they send it via regular mail. I then called again on XXXX since I had not received the check. They offered to stop payment on the XX/XX/XXXX check and reissue a new one. They said it would take 10 days and would come regular mail. I also asked why they don't send a payoff letter. They claimed they will only send a payoff letter if I request it. Not usual practice. On XXXX, I received a XXXX next day air envelope ( tracking XXXX ) with the check dated XX/XX/XXXX. The XXXX label shows that it was sent on XX/XX/XXXX. I called again on XX/XX/XXXX to see if I would be able to cash that original check, they claimed they had already put a stop payment on it since they were going to issue a replacement check. I asked how they were planning on sending the replacement check and they said regular mail llike the last one which did not come regular mail obviously. I DON '' T KNOW WHEN OR IF if I will receive a replacement check - but my guess is if I do, it will be in the neighborhood of 2 MONTHS to get a refund of over payment of {$10000.00}. I believe that they do this on purpose so they can bank the funds for a while : Delay the check, customer complains, cancel check, reissue check, mail it ( maybe ) without tracking information. I have the envelope with the XXXX next day air tracking and date label, the check dated XX/XX/XXXX which I can not deposit because they put a stop check order on it while they fumble around and reissue the check. As an aside I also refinanced another property at exactly the same closing, that went perfectly and the payoff was to XXXX XXXX XXXX and the overage was issued in a check to me with in weeks of closing. I think they are not following the consumer protection law and I am also worried that they will not file a satisfaction of mortgage with the appropriate agency.
Company Response:
State: HI
Zip: 96813
Submitted Via: Web
Date Sent: 2020-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, Ocwen sending me a paper expressing their changing this part of their servicing to PHH, with the intention of starting this " criminal behavior '' once again! Stating in this paper that " Under Federal Law '', that during a 60 day period that there would be NO late charges added to the account! However, during this period, they ( You ) should have been accepting payments by phone ( for FREE, which should be Free ALL of the Time ) until you had ALL of the loans working properly & able to be paid " Online '' ( as they were before this with Ocwen )! The fact that during my calls, I was told that they have given me an employee, assigned to me, " XXXX XXXX '' as my " Point of Contact '' in your company, and as many times as I have called you during this period, AND have requested a call back from him ... I still have NOT heard one peep or email, phone call or otherwise! Why would you even have an employee assigned to me, If they had NO intention of contacting me!?! Now, During " MANY '' discussions with your employees, from " Customer Service '' to " Heads of Retention '' ... I have learned that Ocwen owns PHH & ALL they had to do was keep it like it was & just transferred those accounts over to your " Processing Dept. '' ... Instead, you chose to " Change '' our account # 's to make it " More '' complicated & what, give yourselves a reason to keep me from being able to pay my mortgage ( that by previous facts I should " Own Outright & Clear '' ) ... shows me that you think you can " TRY '' & ruin me again, maybe extort MY {$300000.00} in equity ( at this time ) ... The Fact that your " Head '' told me that there are two conflicting " Codes '' on my loan, and when asked when those codes were put on there, I was given the date of this transference, XX/XX/XXXX ... That shows that you created this problem!! During this period, not one of your employees offered to take the payment over the phone ( No, I had to ask ) & they told me that they were unable to " Because of this conflicting Coding '' ... I figured by at least before XX/XX/XXXXthat they would have it figured out, but NO, they told me it was in " Retention '' ( I about blew a gasket, & questioned " Is this Criminality starting all over again '' ) ... In XX/XX/XXXX, I was told to write you this letter expressing my concerns, that which I believe I am owed, why my title should signed & handed over to me, that if my Credit is even touched, I will sue this company for it's creation of creating delinquency to extort my property XXXX & possibly others, that IS Predatory Lending ), and I WILL OWN this Property " Free & Clear '', Make NO Mistake on that Truth!! I am DONE with this type of " Criminal Behavior '' & I Will Change the Ability for this type of behavior to continue by changing the mortgage laws & servicing of them, including this idiotic amortization ( the biggest scam & criminal acts by the banking industry to weaken the people, which in turn, weakens the banks )! Our family owned a Bank for 109 years & sold for more than any bank in the country % wise ( Old Money )! Enough IS Enough ... Handle your business with truth, transparency & Integrity ... and take care of this problem immediately! ( BTW ... This was sent in XX/XX/XXXX) ... & Now to be continued ( since PHH/Ocwen " Still '' hasn't fixed this problem ... now XX/XX/XXXX ) ... a full 9 months later & where do we stand now? What has happened since the previous demand letter? Here it goes, as follows ; I continued my checking on the status of my account to see if there was any progress each month ( multiple times per month ) ... each time I tried I would go into my account, click on " one time payment '' ( at least until they changed the layout/website to the " New Portal '' ) ... once I clicked on it, it would take me to a new payment window. That window, once it loaded would say " Unable to make payment at this time '' ... EVERYTIME! With the " New Portal '' website change in XX/XX/XXXX( approx. ), it doesn't take you to a new page, instead you have to click on your payment amount & below in the box, up pops the same line as before, but now say 's " You can not make a payment at this time ... Please call XXXX '' ... According to your paper sent to me on XX/XX/XXXX ; " Your bill is now available online for you to view and pay '' ( another lie ... because it still doesn't work )! Back in XX/XX/XXXX, I was supposed to be able to talk to XXXX XXXX who was supposed to be my " new '' point of contact ... but all I got was a letter from her saying that they screwed up with some letter that they ( PHH ) sent me & to disregard it ...?? Finally in XX/XX/XXXX, I was able to reach someone else in your " Escalated Case Management Dept. '' by the name of XXXX! She didn't return my call as promised, initially, but has been in communication with me since! She believed that there is a discrepancy in the interest that I was charged and that may be part of the problem with this coding that was put on my account when PHH initially received it! The one thing that we did discuss ( just as I had wrote in this earlier part of this demand letter ) is that ... " If my credit score was hit I would be taking your company to court here in AZ and be filing with the Attorney Generals office. '' However, even though she told me that they haven't, when I got online and checked my score, it was hit and taken down XXXX points from XXXX to XXXX which has me very upset!! So I just recently checked it again and it was hit again another XXXX points so now I am at XXXX ... and even more upset!!! Due to these indiscretions by your company, I am going to make you a couple of offers on how we can avoid court ( and a waste of everyone 's time & expense ) for something that was completely caused by your companies ( Ocwen & PHH ) creation of this, what should have easily been a " simple '' transition and is definitely NOT! ... Returning from a trip ... the date now XX/XX/XXXX ... and still NO response from All the information that XXXX requested, including resolutions to this matter, that I sent over 2 weeks ago. If you are considering the 1st of my resolutions, then I commend you and that may take awhile to calculate properly, however, you should be informing me by now of the direction that you are going to take, because of the recent checking on my FICO Score ( that you have hit once again ) has now been dropped another XXXX points, for a now total of XXXX points since XXXX ( XXXX points 1st time, then XXXX the 2nd time ) ... I warned you where this will lead you! I suggest a quick resolution with me this week ... as I WILL be filing my complaints with AZ Attorney XXXX XXXX, the CFPB, A few Senators, the OCC & the FDIC ... and the President of your company ( ies )!! ( also, the press ... people need to know what you're up to { the " New Scam '' } & what to expect ). I just faxed XXXX a couple more pages and will be faxing this continuation of my demand letter in regards to your continuing criminal act against me ... It has now been 10 months of your non compliance with Federal regulations or access to my account online! I need to hear from you XXXX or whom ever is in charge of making the proper decision and immediately fix that which you created and ruined! Date ... XX/XX/XXXX ... Still NO response from you in writing or by phone ( Diamond you have had my cell number for nearing 2 months now ) & NO return call or acknowledgement of your receipt of my faxed paperwork that you requested! What is going on with this company?? Please call today! ... & Now it's the XX/XX/XXXX ... & still NO contact only by email stating : Dear XXXX XXXX : A statement is now available online for you to review. For more information, please log onto http : /XX/XX/XXXX. Please do not respond to this e-mail as it will be sent to an unmonitored e-mail box. ... And it still doesn't work ( same information as written earlier in this letter )!
Company Response:
State: AZ
Zip: 85224
Submitted Via: Web
Date Sent: 2020-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A