Date Received: 2020-01-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid my mortgage on XX/XX/2019. I made a principal only ( I was specific ) payment on XX/XX/2019 which was credited to my account on XX/XX/2019 {$530.00} as. Mortgage pymt instead of a principal only as requested. PHH Mortgage applies the XX/XX/19 as : Principal Only Payment : XX/XX/2019 {$40.00} & my XXXX pymt correctly : Mortgage Payment Applied : XX/XX/2019; {$810.00}. According to XXXX XXXX # XXXX, the money was placed into a suspense account which differs from the payment history
Company Response:
State: NJ
Zip: 08876
Submitted Via: Web
Date Sent: 2020-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My refinance escrow closed on XX/XX/XXXX and the escrow company ( XXXX XXXX XXXX, XXXX ) paid the first half XX/XX/XXXX-XX/XX/XXXX property taxes through the escrow process. This has been verified by a phone call to the XXXX County Tax Collector as well as a visit to their office. The escrow company collected {$360.00} for prepaid interest ( {$17.00} per day from XX/XX/XXXX to XX/XX/XXXX ). They also collected impounds of {$210.00} for homeowners insurance for 4 months and property taxes of {$110.00} for 5 months property taxes for a total of {$590.00}, but show an aggregate adjustment of {$410.00} for some reason, which leaves a total of {$390.00} that went to PHH Mortgage company for my impound account and shows that total on my first statement from them ( dated XX/XX/XXXX ). I made the first payment of {$910.00}, mailed XX/XX/XXXX ( and received and processed XX/XX/XXXX ) which includes {$170.00} for escrow and the rest for principal and interest. I received my next statement from PHH dated XX/XX/XXXX, showing impounds now at {$560.00}. It also showed a payment to the XXXX County Tax Collector in the amount of {$730.00} from PHH on XX/XX/XXXX. My next correspondence from PHH was " Your Initial Escrow Statement '' dated XX/XX/XXXX indicating I had a shortage of {$720.00} and if I didn't pay the shortage, my payment would increase to {$930.00} on XX/XX/XXXX. I immediately called them and spoke to them and they directed me to their tax collection department XX/XX/XXXX informing of the error and they instructed me to fax all my information to them ( at XXXX ), which I know they received because they had my last name wrong and that was included in the fax and they have since corrected it ( as per the PHH letter later XX/XX/XXXX, that only spoke to correcting the spelling of my last name ). I even included a copy of the XXXX County tax bill which showed the first half taxes were paid XX/XX/XXXX through the escrow company. No response on the tax payment issue. I paid the next payment of {$910.00}, received and processed by PHH on XX/XX/XXXX. The next correspondence I received from PHH was my monthly mortgage statement dated XX/XX/XXXX which shows an impound balance of {$9.00}. I went to the XXXX County Tax Collector 's office on XX/XX/XXXX and the only payment showing on my property taxes were the {$730.00} sent in by the XXXX XXXX XXXX. So where are my impounds PHH supposedly sent to the XXXX County Tax Collector? I overnighted a letter again to PHH to their office in XXXX, NJ, received and signed by them on XX/XX/XXXX and have not received a response from them. I am having trouble scanning documents to the size you have allotted, but can send later.
Company Response:
State: CA
Zip: 93257
Submitted Via: Web
Date Sent: 2020-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am trying to save my house and I have a housing counselor who is helping me through this process. I have submitted a third party authorization in their portal and they continue to advise that they are not getting my documents. How can they not receive documents in their own customer service portal. I don't want to lose my home and I just need help to get a proper review!
Company Response:
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2020-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had ongoing problems when this company was called OCWEN, it is now called PHH Mortgage Servicing. During the big switch over, I was told I had to mail in my mortgage payment, so I did just that. I even wrote the check for XXXX in stead of the lower payment amount. The 'geniuses ' at PHH cashed my check and put the money in 'suspense '. They then proceeded to send me late notices and foreclosure notices. When I called to see what the problem was, as I had checked with my bank and the check had indeed been deposited. I was told they had no idea what to do with the extra amount of payment. I was very puzzled by this as in the past it had merely been credited to my principal. They finally credited my mortgage. Month two, I again was instructed to send a check, I did so, repeat first check problem, except this time I sent the exact amount ( so as not to confuse them again ). I again received late notices and foreclosure letters. I called and had the monies credited to my mortgage. Month three! same scenario. This is where the XXXX BPO fees came in ( which by the way have been added to my loan balance ) as well as a XXXX 'assessment fee '. From what the barely understandable ' customer service reps have told me, my deed will never be released until these fees are paid. This is a VA loan and I am a disabled senior Veteran.
Company Response:
State: NC
Zip: 28546
Submitted Via: Web
Date Sent: 2020-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During a period beginning in approximately XX/XX/2019, my reverse mortgage was transferred, refinanced, transferred again and finally acquired by PHH Mortgage. 1. PHH Mortgage nor their serving company ( XXXX ) have a website and thus, I am unable to check my balance, review the status of my loan, monitor payments, credits or debits or anything else without calling the customer service number provided, which ultimately goes back to XXXX ) as I understand it. 2. The Customer Service Representatives answer questions verbally but do not provide email backup or confirmation of calls or of the information they provide. When there is a dispute or question about my account, there is therefore, no way for me to confirm the validity of what the CSR says, or to hold the company liable for mis-information or incorrect information. 3. When I called to say that I wanted to make a payment via wire transfer on my account to reduce or avoid interest charges, I was told by the CSR that I would have to write to the company via U.S. Mail or the like, to request information on how to make the wire transfer. When I objected and said that I would be calling my congressional representative and/or attorney to investigate the validity of this policy, I was put on hold for a considerable period. I was eventually told that a Supervisor would email me the information when they got around to it. a. The information provided was vague and difficult to follow, I had to call the bank and request special assistance to get through the process of sending the wire transfer. b. By having to use a wire transfer I had to pay {$30.00} to send the payment, if I am required to do that on a regular basis, I will be spending hundreds of dollars per year to make timely payments on my loan, this is essentially a pre-payment penalty. This is not only unfair, it seems or should be illegal in this day and age that I can not simply make an online payment that is credited immediately at no additional cost. 4. Both the CSR 's that I spoke to, as well as the written information that I received encourages borrowers to make payments via mail. a. By using the mail or my banks Bill Pay, my payment is delayed by several days as it is in transit, and then another day or two after it is received by PHH to get credited to my account. This is unfair to borrowers because I am paying interest on the money everyday and thus losing money that I would not owe if payments were accepted over the phone or online. b. This requirement to pay by mail, bank check or Bill Pay, is equivalent to a hidden charge or interest, or pre-payment penalty because the lenders are racking up interest while the funds are in transit and/or the check is being process. Given the hundreds of thousands of people impacted by this policy, it amounts to tens of millions of dollars lost by borrowers and earned by mortgage lenders and the serving company. 5. Further, when I called to request information regarding the specifics of two separate wire transfers made to my account, I was told that I would need to speak to the Accounting department to get those details. When I asked to be transferred to the Accounting Department, I was told that they do not accept calls and that I would have to submit my questions in writing via mail and they would contact me. This policy is CLEARLY discriminatory against any borrower who does not have the ability to write or communicate clearly, and furthermore, this policy enriches the mortgage lenders and the servicing company at the expense of the borrower, borrowers who are elderly and who may not fully understand what questions to ask or how to purse getting answers to their questions are being ripped off. Further, the lenders " Credit Disclosure Statement '' states that an issue will NOT be addressed unless the issue or complaint is received within 60 days of the error or issue. This is RIDICULOUS, it essentially encourages the lender and the servicing company to ignore issues, to restrict access to information and data, and ultimately to profit from the misfortunes of elderly borrowers. If there is an accounting mistake, that would be an error on the part of the loan service company or the lender, why should they benefit because the borrower didn't find a mistake, ESPECIALLY when access to account information is restricted, discouraged and delayed and written statements are only provided on a monthly basis? These policies are discriminatory, costly to borrowers, and enriching mortgage lenders and the servicing company. It is EXACTLY this kind of unfair policy and essentially fraud that caused the CFPB to be established.
Company Response:
State: CA
Zip: 912XX
Submitted Via: Web
Date Sent: 2020-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage 's website does not have the Make a Payment option available. They also do not have a contact phone number on their site to help me talk to a representative to report the issue and make a payment by phone. There are other XXXX reviews regarding the same issue. It appears that they are making it hard to make a payment online to be able to incur late fees.
Company Response:
State: CA
Zip: 92126
Submitted Via: Web
Date Sent: 2020-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This is more of a letter to CFPB. I have filed complaints for the last 8 yrs. and CFPB has done nothing. After 8yrs. with OCWEN and XXXX XXXX XXXX XXXX. and, after all the lies, stealing, and cheating and a Judge that was just too tired to hear my case - OCWEN and XXXX XXXX. have managed to get my case thrown out. Mainly because even though Ocwen and XXXX XXXX. they have lied, stolen and cheated me personally and others nationwide, even though what they did was unlawful and morally wrong the law was on their side. And as many times I sought help from CFPB - you did nothing on my behalf or anyone else. I'm not bitter. I am a formidable opponent. My hats off to Ocwen and XXXX XXXX XXXX XXXX. They had to spend 8 yrs and money and has to find a Judge that was willing to go along with them and lie, cheat and steal they were finally able to beat me. Ocwen should have been bankrupt years ago and the CFPB has tried to unsuccessfully to aide in that process and yet has been totally unable to, even though I have been here all along you did not even seek out my assistance or for that matter anyone else who has been ruined by this company. Anyway, that's all I have. Because of their corrupt ways I have been ruined. In closing I, see no reason for this office to exist. Thanks for everything, XXXX XXXX
Company Response:
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Let me start off by saying I submitted a Quit Claim Deed to have my mother removed off of my mortgage in XX/XX/XXXX or XX/XX/XXXX possibly before then and never received confirmation that the process was completed and my mothers name is no longer on the paper work and signature no longer required for documents. I was called by I requested a modification in XX/XX/XXXX and it was finally approved to begin trial payments XX/XX/XXXX. I completed all trial period payments for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Starting in XX/XX/XXXX I called PHH to follow up on the approval of the modification and was advised it could take 30 days to get a final decision. I called in several times and each time I asked if I should be making a payment and was told not during the review period. After months of not hearing from my Account Relationship manager XXXX XXXX ID # XXXX, I get a call last week to tell me the modification was denied because of a missing signature from my mother. I have called in and requested to speak to this man and never got a call back. He then proceeds to tell me that the modification can be reversed if I can make a payment for over {$3000.00} by the end of XX/XX/XXXX. I advised him of the Quit Claim Deed and there should never have been a second signature requirement and he was not able to assist me. The first time I called him was last week after he called me I asked for a call back and was told he would call the next day and a whole week went by without a return call after it was emailed to him by the rep I spoke with. I called him back on XX/XX/XXXX and he was not able to assist and after several requests for a supervisor he transferred the call to XXXX XXXX ID # XXXX, who reviews my chart after I had to yet again explain the reason for the call. She tells me she can see that the quit Claim Deed has been received, but does not know why it was not processed and the name removed from the account. XXXX tells me she will call me back tomorrow after reviewing and following up on the Quit Claim Deed. I did not receive a call back by XXXX CST on XX/XX/XXXX so I called back to PHH, XXXX XXXX ID # XXXX answered the call, transferred me to XXXX XXXX ID XXXX XXXX, who transferred me to XXXX XXXX ID # XXXX who told me his manager was not available and she would call me back as promised by the end of the day. At this point I am irritated to say the least and I refused to get off the call without speaking to a manager. XXXX about 10-12 mins I finally get transferred to XXXX who again proceeds to tell me she is still reviewing the issue with the Quit Claim Deed and I can overturn the modification by paying over {$3000.00}. First of all the modification should have never been denied and I was advised by your company not to make any payments. XXXX told me that the company will not accept payments while a modification is in review they would have rejected them if you had tried to pay so the rep was correct to tell you not to pay. I asked for her manager and the call dropped. She called back about 5 mins later and the call ended up dropping again. I will be filing a formal complaint with the mortgage department for the State of Texas. This is a nightmare to deal with. Then on top of all of that I get a letter in the mail on yesterday that my home is being moved into foreclosure, but you want to call me back 24-48 hours after an issue is found like there is no urgency to the issue. I was alos told I could request another modification ad it would take 2-6 days for it to be received via email. The treatment I have received from PHH is just as bad as when I was with Ocwen!! XXXX
Company Response:
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2020-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We purchased our house in XX/XX/XXXX the Assignment of Deed of Trust was signed on XX/XX/XXXX but was not recorded until XX/XX/XXXX. The closing date on the trust that the mortgage was put into closed on XX/XX/XXXX and that makes it that the assignment was not recorded in the right time frame for the trust.
Company Response:
State: ID
Zip: 832XX
Submitted Via: Web
Date Sent: 2020-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Recently requested mortgage modification from PHH/ XXXX Mortgage spoke with PHH/ XXXX customer service I was informed mortgage was modified but they could not give me the terms of the mortgage modification. Received the documents finally and the mortgage is a balloon mortgage and when the term is completed it will want the balance of the loans. This mortgage modification will make me lose my home. I have resubmitted my request for mortgage modification requested a 30 year term with a fixed mortgage rate
Company Response:
State: MS
Zip: 389XX
Submitted Via: Web
Date Sent: 2020-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A