Date Received: 2019-12-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We closed on the house that we sold on XX/XX/2019. Title company recorded new owners of property with XXXX XXXX County Courthouse after wiring full payoff amount to PHH with Wire Confirmation on XX/XX/2019. Subsequently, we received in the mail a letter dated XX/XX/2019 from the law firm, XXXX XXXX XXXX that our loan ( that had been paid in full ) was being placed with this firm for foreclosure. The amount demanded was for Principal & Interest, Escrows and Other fees, Attorney Fees and Cost which was {$370.00} more than the amount that had been paid to PHH on XX/XX/2019. The reason for this difference was Attorney Fees & Costs which were being charged after the closing. I contacted the law firm to inform them that we no longer owned the home as of XX/XX/2019. We were told by XXXX XXXX XXXX XXXX XXXX to email them the FINAL ALTA and Wire Confirmation for their records. We emailed these to them on XX/XX/2019. We also called the Attorney at XXXX XXXX ( The Closing Company ) to inform them of the letter and the call that we had received from PHH. We were told by XXXX XXXX Closing Attorney that he would handle this. On the afternoon of XX/XX/2019 we received a phone call from PHH informing us that we were being foreclosed on unless we made a payment. I told them that the property was sold on XX/XX/2019 and that we no longer owned the property, and they had received the payoff, in full, on XX/XX/XXXX. They said they would research it and call us back. We didn't hear back from them, so called them with the attorney from the title company on the other line on XX/XX/XXXX. After being passed through a few people and put on hold a number of times, PHH acknowledged receipt of the payoff amount they had sent that the title company had sent in the amount of {$290000.00} XXXX the exact amount they had sent, in writing, was the pay off through XX/XX/2019 ). They said they could see it in their system, and they could also see that it had been received by them on XX/XX/2019, as the wire confirmation stated. However, they said they had to escalate it, because they claimed we might owe additional money, and they would get back to us. We have not heard back from them. We have called repeatedly only to be told that it was escalated and they would call us, that the file is still active. In the meantime, they are reporting me late to the credit bureau for XXXX, XXXX and XXXX.
Company Response:
State: VA
Zip: 227XX
Submitted Via: Web
Date Sent: 2020-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHHMortgage holds mortgage with collection being managed by XXXX. Previously, processing was through PHHMortgage directly but moved to their XXXX legal entity. We signed agreement in XXXX that XXXX was to release the escrow for our property taxes by XX/XX/XXXX. They failed to do this. It is now XX/XX/XXXX. Placed call and through several customer service escalations we were told conflicting information : 1 ) The check was mailed to us on XX/XX/XXXX 2 ) XXXX didn't know if it was sent to us or the local tax office ( I personally confirmed, this has not been received by local tax office ) 3 ) XXXX was not sure if it was actually issued I have discovered the company is working through multiple legal entities operating out of same business address and is operating their debt collection services out of overseas offices. This may or may not be a legal arrangement, but I am concerned that I have been victimized by a shell organization and that i will never get my money back. The varying responses from customer services indicate the staff has been given only cursory information to communicate to callers and have no access to information indicating they are aware of any actual mortgage processing activities specific to my account.
Company Response:
State: WI
Zip: 53593
Submitted Via: Web
Date Sent: 2020-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: First, some background : I originated my conventional mortgage in XX/XX/XXXX. The mortgage requires taxes and insurance to be escrowed and has been serviced by PHH Mortgage Services since inception. I have never had a late payment since inception. I have had an escrow disbursement sent each year in time to pay the Property Tax in the year in which it is billed. This has not changed since the loan was originated. In early XXXX, PHH sold my mortgage to XXXX, but PHH retained the servicing rights. In XX/XX/XXXX, I received a mailing from XXXX c/o PHH requesting me to indicate my preference for payment of my property taxes. I returned the form letter on XX/XX/XXXX via FAX indicating my preference to retain my standing practice to pay in full each year, when billed. On XX/XX/XXXX, I checked the status of the escrow online and saw no indication that the payment was made or pending, so I called the Customer Service at XXXX/PHH. They told me XX/XX/XXXX was not a timely response and that they could not initiate a payment in XXXX ), but would submit a request to expedite. On XX/XX/XXXX, the online portal showed there were three installments scheduled for XX/XX/XXXX, XX/XX/XXXX. and XX/XX/XXXX ( changed from XX/XX/XXXX status, but incorrect per tax bill requirements ). I placed another call to PHH Customer Service. I spoke to a XXXX, who explained that XX/XX/XXXX was after their deadline and they could not issue a payment in XXXX. I asked to escalate the call and after TWO hours was connected with XXXX ( employee ID XXXX ). XXXX familiarized herself with my issue and put me on hold to check what could be done by contacting the Tax Department. After a reasonable delay, she reiterated that they could not issue a payment in XXXX as I had missed the deadline on their form letter. She was not able to offer any further level of escalation for the supervisor of the Tax Department or their supervisor. She was only able to offer a PO Box to which I could send a written Notice of Error. There was no email or fax option that could address the issue in a timely way. The impact requires me to front {$8700.00} out of pocket to pay Property Tax in order to include in my XXXX income taxes. This doubles the funds that I've already contractually placed in escrow with this mortgage servicer, who is unwilling to send payment within a 30 day window ( from XX/XX/XXXX written direction ). This is at best willful incompetence and at worst, a deliberate fraud committed by a fiduciary to the consumer market. My issue : This organization instigated a process that required a response from me on a timeline that, absent my response, changed my standing direction on tax disbursements. I believe this is a deliberate strategy to hold thousands ( or millions? ) of consumer escrow payments in this way to create a financial benefit in favor of PHH to the detriment of consumers. I request that the CFPB investigate this as an example of what I believe to be a deliberate fraudulent scheme by a fiduciary.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53217
Submitted Via: Web
Date Sent: 2019-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 PHH Mortgage communicated to CFPB and myself that they had not received my payment ( see attached ) I also received correspondence from PHH mortgage with a copy of my check, also dated XX/XX/2019 that my payment for {$2200.00} was received but will not be credited to my account. ( See attached ) and the check would be destroyed. PHH began collection calls and threats of foreclosure on XX/XX/2019. Even though I communicated and offered proof of payment sent by Priority Mail on XX/XX/2019. They refused my offer to rectify the situation by making the payment with their Representative over the telephone without a fee and the option to stop payment on my {$22000.00} they claim was not received. I repeatedly emailed and called ( with extreme hold times, transfers, and disconnects ) asking if someone could take my {$2200.00} payment over the telephone, to no avail, I was declined. They demanded, I pay almost {$7000.00} or face foreclosure, because my short-term payment plan was null and void, since my payment had not been received. I only had 2 payments left to make on my short-term repayment plan. Now they have added additional charges, late fees, and assessed expenses. Ive had over {$780.00} in my Suspense Account with PHH Mortgage, which they have refused my request to use my own funds to offset my payments. Each time Ive made a payment, I have been charged. One month I made 2 payments and was charged twice. Their letter stated I can apply for a reinstatement quote, however, its not free and actually quite expensive. PHH Mortgage stated that they never received my check, when the check was actually received. Refused to allow me to make payment to remedy the situation. Threatened me with letters and telephone calls to foreclose. This is exactly what happened during my initial short-term repayment plan that was initiated with Ocwen and then sold to PHH Mortgage. Ive paid for 2 short-term payment plans, which I have not been able to pay off, due to PHH Mortgage mistakes. I want to note that during one of my telephone calls to PHH, I told the Representatives ( I spoke to 2 ), that the information they are discussing was not my account. And they argued with me and refused to believe me. I was spoken to like a kid who didnt know about my mortgage, and the information from another customers account was forced on me to listen to. I kept telling them, that is not my account.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : XX/XX/2019 XX/XX/2019 I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me, or the payment was not applied as fast as expected. I checked my bank account and noticed that you deducted the money out of my checking account that on the month that you marked me late on my credit report.
Company Response:
State: MA
Zip: 02186
Submitted Via: Web
Date Sent: 2019-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2019 I submitted a complete financial application for assistance with my mortgage. I had fallen behind after my mortgage payment ballooned from {$1000.00} per month to over {$3000.00} per month. My application contained all of the required documentation that was up to date including my bank statements from closing dates XX/XX/2019, XX/XX/2019 and XX/XX/2019. Those three bank statements showed my rental income deposits. Since that submission PHH is stating the bank statements I submitted are too old ( over 90 days ). They are saying this after stalling on making a decision on my application since that submission date. Most recently they sent out a letter stating the bank statements are over 90 days old. I hired an attorney to assist me and the attorney keeps telling PHH they are required by RESPA Regulation 1024.41 to review application and make a decision. They are not allowed to continue to let paperwork expire and ask for it over and over again. That was the purpose of RESPA Regulation X. PHH continues to do this and evade reviewing my application. Under duress I have sent in an additional bank statement as of today.
Company Response:
State: NV
Zip: 89119
Submitted Via: Web
Date Sent: 2019-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: with a real financial hardship, we request that some relief be given to us in the form of a principal reduction as with great sacrifice we managed to pay principal bearing interest in its totality and a large sum of remainder deferred amount amount. With the real hardship faced in our situations Ocwen has had the advantage of acquiring most of the loan amount on this loan within a couple of years only with a great sacrifice and money sent was to be applied to principal not for any reduction whatsoever. we therefore request consideration be taken for requested reduction be provided. i understand there are provisions made for situation such as ours for a principal reduction specially when we have met more than the expected. Please note both my wife and I are now totally XXXX and are under continued treatment and under home care. Every month I send my entire social security Check to Ocwen to cover monthly payment thus depriving us from any means to provide for expenses including provision for food. I hope a reduction can be achieved in our dire situation. thank you. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92831
Submitted Via: Web
Date Sent: 2020-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Bought my home in XXXX. In XXXX I was foreclosed on by XXXX. Consequently a deed was recorded in XXXX name. A loan modification started prior to the foreclosure was granted. My mortgage was reinstated via a loan modification. However the bank failed to return legal ownership to me and never recorded a deed in my name. It has been 10 years and my mortgage is in good standing. The bank is aware of this issue but choose to do nothing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2020-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had several payment plans set up and different issues came up some on my end and some on PHH 's end. However I received an email from PHH before XXXX stating I had a new relationship contact person. I emailed them back as always asking what help was available to me. I was told to call or fill out a form with my financial information. Which I did but then when I tried to email it to the address on the form it cam back undelivered. Then I tried to fax it. I came back unknown number which I gfot from the paperwork as well. So how can I send what they are asking for if it is not giving me the working numbers to so? This is once again the way Ocwen/PHH does things and make it look like they are helping but they always find a way and claim it wasn't thier fault. when we are trying to keep the home. Please help me.
Company Response:
State: PA
Zip: 19136
Submitted Via: Web
Date Sent: 2019-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am an XXXX XXXX service member and my house was damaged during XXXX XXXX. I have been working a Modification with PHH since XXXX and after a denial, an approved appeal I sent in the notorized modification and because of an " notary error '' they could not approve the modification and had notorized it again and again they said there was an error. I called and they said it was because my middle initial was included on the notary page, when on the paperwork it did not show my middle initial. So for a third time I had it notorized without my middle initial. Well this was all going on I have been trying to sell the property. I got an offer for {$88000.00} and ordered a payoff and the payoff did not include the {$45000.00} the mortgage company is holding for repairs from the hurricane. Since I owe {$120000.00} and the I need the insurance proceeds to be included on the payoff so the title agency knows how much to transmit at closing. After hours and days on the phone I sent PHH an error notification and filed a CFPB complaint. Now on the same day I filed that complaint, they sent me a letter stating I decided not to accept the modification. This is not true. I accepted the modification 3 times and never stated I do not want the modification. I have just been attempting to get an accurate payoff. I submitted the payment for the modification and today after calling they tell me the modification was canceled and they rejected my payment. I still have not been given an accurate payoff so I can't sell and now they took away my modification. I never requested a short sale or cancellation of my modification. I only requested an accurate payoff with the insurance proceeds that PHH is holding.
Company Response: Company believes complaint is the result of an isolated error
State: MD
Zip: 214XX
Submitted Via: Web
Date Sent: 2019-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A