Date Received: 2020-01-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We are requesting assistance obtaining a postponement of the XX/XX/XXXX foreclosure sale date to allow review of the short sale offer. The offer was faxed to the lender on XX/XX/XXXX, but then a denial letter stating the short sale was declined as there was not an offer on the property was sent out on XX/XX/XXXX. XXXX XXXX stated she was not aware of the offer sent XXXX when speaking with me earlier this week and that if one had been received my sale would have been put on hold. When my real estate professionals emailed a copy of the faxed documents and fax confirmation to the liquidation escalation team to verify it had been sent and received by PHH, XXXX back tracked over her mistake of not acknowledging the XXXX faxed offer and sending a letter out with an inapplicable denial reason on XX/XX/XXXX by telling the escalation team there just wasn't enough time to review. This is not the truth of what she told me though before I had the professionals I hired verify their work, and I feel very mislead by XXXX and the inconsistent information she's given.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 530XX
Submitted Via: Web
Date Sent: 2020-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage Corporation bought my mortgage from XXXX in XX/XX/XXXX. I make/pay my mortgage payment on the XX/XX/XXXX of each month using Bill Pay from Bank ( XXXX XXXX ), the payment is intended for the following month. For instance I paid the mortagage payment Due XX/XX/XXXX on XX/XX/XXXX. I called PHH in XX/XX/XXXX when I received notice from them that they would be taking over my mortgage and confirmed that they had received the XX/XX/XXXX payment from XXXX and that my next payment due was for XX/XX/XXXX. I made a payment via XXXX XXXX Bill Pay on XX/XX/2019 to PHH Mortgage for the XX/XX/XXXX Installment. I then made a payment via XXXX XXXX Bill Pay on XX/XX/2019 to PHH Mortgage for the XXXX Installment. I then went online in XXXX and noticed that neither payment had been received/posted. I called PHH Mortgage and they gave me numerous excuses about why payment had not been posted. They said I put the wrong company name on the payment and then later said it was because I had the wrong account number. They demanded proof of payment from me. I provided my bank statement from XXXX XXXX showing the ACH payments had been made to them. I even had a representative from XXXX XXXX call them. They finally posted my XX/XX/2019 payment however they are still refusing to post my XX/XX/2019 payment. My husband and I call every day and the only people we have been able to speak with are in XXXX. They speak very little English and they do not have a solution. On a call three weeks ago they finally told us that they had received our XX/XX/2019 payment but because " we put the incorrect account number on the ACH '' they posted the monies, totaling {$1600.00}, to another account. This was a closed account so they then sent a refund of {$1600.00} to that individual who used to have that account. We are now being told that until and unless those individual return those monies they can not and will not apply the funds to my account. I do not believe this is acceptable. I have a very high credit score and have NEVER missed a mortgage payment. This company is refusing to help and I can not speak with anyone with any kind of authority who can help get this resolved. To make matters worse I am in the process of selling my home and very shortly will be paying off this mortgage. I fear that if this doesn't get handled ASAP PHH will keep my {$1600.00} and I will be out the money. Please help!
Company Response:
State: CO
Zip: 80138
Submitted Via: Web
Date Sent: 2020-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My wife and I contacted our lender, PHH Mortgage, about refinancing our mortgage today, XX/XX/20. As part of getting a refinance quote, the lender ran our credit scores. PHH reported to me on our recorded call the my wife 's credit scores were XXXX, XXXX and XXXX. They reported mine was XXXX, XXXX and XXXX. This was used as part of our refinancing quote for eligibility and for terms. We both just checked our credit today after the call. My wife 's XXXXredit score is XXXX in XXXX and XXXX with XXXX. My scores are XXXX and XXXX respectively. We are not going through with the refinancing but want to notify the authorities.
Company Response:
State: KS
Zip: 660XX
Submitted Via: Web
Date Sent: 2020-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage is serviced by PHH Mortgage Company. We have been escrowing for taxes and insurance since we took out this loan in XX/XX/XXXX. The loan payments, including escrow, have always been current and we have never been late with any payment. However, the second installment of our XXXX property taxes has not been paid. There were more than sufficient funds in the account on the date these taxes were due ( XX/XX/XXXX ). On XX/XX/XXXX, we received the attached notice that our taxes had not been paid. We contacted PHH on Monday, XX/XX/XXXX to find out why they had not paid. We were asked to send in copies of the tax bill and the tax notice to a specified email address. We sent those notices as soon as we completed the call. For the next couple weeks, we monitored our escrow balance in our account to make sure a payment was made. It did not change at all to indicate a payment had been processed. On XX/XX/XXXX, I contacted the tax collector again to confirm that he had not received any payment before contacting PHH. He confirmed he had not received a payment. I spent over 3 hours on the phone that day to reach someone who was helpful and assured me that a payment would be made on Monday, XX/XX/XXXX. On XX/XX/XXXX, I called the tax collector again to see if he had received a payment. He stated he had not. I checked the escrow balance again, and it was clear that they had not made any payment. On XX/XX/XXXX, I again called PHH to get this situation resolved. I spent over 2 hours on the phone trying to get the right person to assist me in getting this paid. When I first called, I had to repeatedly insist to the offshore call center that I needed to be transferred to an account specialist or an escalation manager. The third time I refused to talk to the call center representative and asked to be transferred, I finally was transferred to someone who could help. I was eventually transferred to an escalation manager, who stated she was talking directly with the tax department. She came back to me and stated they could not process the payment because they did not have the billing information. I immediately stated that we had sent that information twice now and they should have it in their records. She said she could see it in our file and would talk to the tax department right now. After another long hold, the escalation manager told me they could not process the bill because the penalty information was as of XX/XX/XXXX. They needed an updated copy of the penalty to pay it. The customer service agent told me to get an updated copy of the bill showing the penalties due as of today. I agreed to do so, but questioned why the tax department could not contact the tax collector directly. All of his contact information is on the bill. I was told that the tax department had called the tax collector 's office multiple times and he did not answer. I stated that I would contact him and get the copy today. I obtained the name, agent number and extension of the escalation manager before hanging up. I immediately called the tax collector and got him on the first ring. He stated that no one had called him that day. He stated that there were no per diem penalties and that the bill they have in hand is the correct one. Paying that amount will satisfy the obligation. I called the escalation manager back and left a voicemail at XXXX XXXX that told her that information. But, I visited the tax office and picked up the needed information anyway. I faxed the information to the customer service representative from his office. I was unsure the information arrived, so I tried to call the escalation manager to let her know. She was not available and I left a message for her with the escalation department representative that did answer. I did not receive a call back. On XX/XX/XXXX at XXXX XXXX ET, I sent a second fax to the escalation manager with the tax statement to be sure that it had arrived. This time, my machine confirmed the fax had been sent. I called the escalation managers extension at XXXX XXXX ET to confirm she received the information and get this resolved. She was not available again. I left another message with the escalation department person who answered the phone. This representative told me he talked to the escalation manager and she would call me back as soon as she is done with this call. I received a call from the escalation manager at approximately XXXX XXXX on XX/XX/XXXX telling me that the check was being sent to the tax collector today. She stated that the full amount would be paid by certified check. She said the tax department had contacted the tax collector to let him know the check was on the way. I waited for several days after the holidays to give sufficient time for the check to be delivered. On XX/XX/XXXX, I called the tax collector to see if he had received the check that had been sent on XX/XX/XXXX. He stated that no one from PHH had contacted him about the account. He also stated he did not have the check and that the account had gone to a debt collection agency for the township. This meant a tax lien had been placed on our property. The tax collector felt so badly for us, he took my phone number and told me he would contact me as soon as he got the check. On XX/XX/XXXX, the tax collector called me and stated he had finally received the check to pay the taxes and penalties. He hand delivered the checks to the debt collection agency for us to finally get this resolved. This was 15 days after we were told that this would be taken care of that day and before a lien would be placed. We have had four mortgages at PHH over the years, and they were the company my employer used for transfers. We even recommended them to others based on the quality service we had received. Until the last three years, we were always very happy with the service we received on the loan originations, refinances, and servicing. Until the last three years, we were always very happy with the service we received on the loan originations, refinances, and servicing. However, this has clearly changed and we will not use this company again nor recommending them to others. I fully believe that the only reason this bill actually got paid at all is my persistence and refusing to get off the phone until it was paid. We are luckily in the financial position to be able to cancel our escrow account and were only doing this for convenience. We will be canceling our escrow account now that this situation is resolved and PHH has paid all the associated penalties. This shoddy level of customer service is certainly not convenient. Since this is the second time in three years this has happened, we will not be continuing to let PHH use our money for free and put us in this type of situation again. I am asking PHH to contact me directly so I can cancel the escrow. I need to speak with a manager with the authority to actually authorize the timely cancellation of our escrow. I expect to have this transaction conducted within 30 days and the full refund of our current escrow balance returned to us within this timeframe. It is our money and we will ensure our bills are paid timely in the future. I no longer trust this company to handle it.
Company Response:
State: PA
Zip: 18901
Submitted Via: Web
Date Sent: 2020-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In 2017 I received form XXXX, IRS ' form for the canceled debt. Sender was Ocwen Loan Servising LLC. However plaintiff on the foreclosure case were GMAC Mortgage, LLC. When I forwarded request for explanation to the Ocwen, they claim that Power of Attorney were granted to GMAC Mortgage by Ocwen. On several occasions I asked Ocwen to provide me with aforementioned document. Ocwen ignored my request. PHH Mortgage Services purchased Ocwen. Pursuant 12 CFR Part 1024.36, I forwarded formal Request for Information. PHH Mortgage services refused to present requested document, Power of Attorney. Therefore, I am looking for CFPB 's the assistance in obtaining aforementioned legal paper. Thanks, XXXX XXXX.
Company Response:
State: WI
Zip: 53209
Submitted Via: Web
Date Sent: 2020-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH mortgage was Ocwen in XX/XX/XXXX. My mortgage was at the end of its 15 year term so I refinanced with them to get my ex husbands name off, another 15 years and to get caught up with back payments. I got approved in XX/XX/XXXX and they sent me {$70.00} back because I overpaid. Then immediately after they turned into phh mortgage. Thats where the real nightmare began. I couldnt reach anyone after multiple attempts to call them. The customer service people I talked with wouldnt tell me how to get online to pay because they said I was in bankruptcy. That was in correct. They put my name back to XXXX and sent my ex husband demanding letters as well when he is no longer on the mortgage. In XX/XX/XXXX they sent me a letter saying if I didnt pay {$4700.00} and something before the XXXX my house would be up for auction. We paid the money. Not even three weeks later my house is up for auction! They said i owed {$4300.00} from XX/XX/XXXX ( false I paid it in XX/XX/XXXX ) and ocwen would have never refinced me or sent me back money because I over paid! And they said they put my house up for auction because I didnt make the XX/XX/XXXX payment. Wrong again! I filed with nh banking commission and they said they closed the case because they straightened out my name and bankruptcy however the major issue is where is my {$9000.00} and why is my house up for auction??!!
Company Response:
State: NH
Zip: 037XX
Submitted Via: Web
Date Sent: 2020-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage was denied a modification because they said my income was insufficient. After reviewing the denial it appears they used less than half my income to qualify me. When I asked them to give me an explanation why they didn't use all my income they refused to give me an explanation.
Company Response:
State: TX
Zip: 75104
Submitted Via: Web
Date Sent: 2020-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 PHH Mortgage approved a short sale and sent out a short sale approval letter. The file was closed through the attorney 's office on XX/XX/2019 and funds were forwarded to the short sale lender on XX/XX/2019. On XX/XX/2019 the funds were returned to the attorney 's office and now the bank wants to re-evaluate the short sale and redo everything which can and will change the dynamics of the payoff for the file. We have been trying to get the money back to them since before XXXX, and we have been met with nothing but incompetence since the beginning. This is in true Ocwen fashion of not knowing what anyone is doing and then try to re-evaluate the property to extort more money from someone who has already purchased the property. Be prepared to have this file investigated, because I am reporting this incident ASAP. We have tried to be more than accommodating and have been willing to work with you to get the money back to you, and you guys continue to be ridiculously unprepared and incompetent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30263
Submitted Via: Web
Date Sent: 2020-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I will sum up the issues with a short detail paragraph however if someone can contact me directly at XXXX. I would like to further explain.This letter explains the issues with the Ocwen who is now under the name PHH mortgage services. We were current on our loan however do the Ocwen who keep sending our payments back over a several times for months cause our bank account overdraft fees and more. Please see payment history were this is the second time this was done which is the cause for our defaulted payments. We would send our payment they would then send them pack indicating our bill was over 90 days behind which wasnt true. I explained to them that payments was sent and received by them now why their processing team process the payments later was not our issue. However they continued to send our payments back with out reading the notes on the account. Which cause our accounts to be thrown off repeatedly in fees we couldnt continue to pay and pay our mortgage and along with their late fees they want to keep applying to our loan. Please review payment history and notes on the account reference the dates. And review dates on payments copies. I also have certified mail as to when they received the payments as well. Note this is the same they did when we first sent a request for loss mitigation help. They keep saying the income was not readable. But again that was a internal issues that they put on us as the mortgagor. Because we not only emailed the information its was certified mail to PHH and the law office of XXXX XXXX XXXX who also sent it to them as well and it was faxed. So I had to fight this fact that the imaging not clear was on the department that was scanning them in. We are looking to seek a class action suit against PHH/ Ocwen for misrepresentation on our loan. Currently right now my loan is under a appeal for review of a loan modification denial. I have several questions regarding if their decision. However they have not requested any type down payment of payments in order to obtain a modification on our loan they just denied the loan request. However they have not offered a forebrance at all. In the mean time what has taken place was they have schedule a sale date without providing us with a answer regarding our appeal. But under their guide lines if we want to apply for any other loss mitigation programs after we received their decision they have strip us of our 30 day time period by rescheduling a sale date while we are still under review. What they have said that if its ' approved then the date will be stopped. But if its not approved then they will go thru with our sale.And we will not be able to apply for any other loss mitigation option example a short sale, Because those would have to be applied 30 days prior to the sale date. While under view your not able to apply for any other loss mitigation either. Please explain this under the law how this is lawful of the servicers to conduct business. Its like they have already made a decision by setting a sale date already.
Company Response:
State: MD
Zip: 20735
Submitted Via: Web
Date Sent: 2020-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I XXXX XXXX applied for a modification package a year and a half ago and PHH mortgage services is tell me I no longer qualify for modification because they found a title issue. I talked to several ppl from over seas and couldn't find out what was the issue was until 3 days before XXXX. I went to the state department several times trying to figure out whats was going on. I finally found out from one of PHh representatives that USDA had a hold on that was never turned in to XXXX county but there was no liens or 2nd mortgage on the property. PHh sent me a package and asked me to reapply which I did and now the are threading to foreclose on my property or pay PHh XXXX dollars when the set my payments at the trial for XXXX dollars and every time I called PHH the would tell me they are merging and just continue making payments. I never heard from my case manager XXXX XXXX until last Friday and he stated that he has over 100 cases and he cant talk to everybody and his phone line is not working. PHH is a fraud and they are trying to take a lot of people homes. Please go on PHH reviews and you will see the are a fraud. XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36117
Submitted Via: Web
Date Sent: 2020-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A