Date Received: 2019-12-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent a check to PHH Mortgage in XX/XX/2019 in full payment of my XX/XX/XXXX mortgage payment, {$920.00}. PHH Mortgage processed the check in an incorrect amount of {$720.00} which was {$200.00} less than my check amount. I have spoken with them 5 times, received a copy of my paid check showing the correct amount of the check with no correction by PHH Mortgage. I was told most recently on XXXX.19 that the additional {$200.00} would be recorded and applied to my loan balance on XXXX.19. This still has not been corrected as of XXXX.19. After calling 4 times and giving approval for them to process the additional {$200.00}, I received another written notice that they needed my approval to correct their mistake. Legally, the signed check I issued is my approval for the {$920.00} payment. I also gave verbal permission by phone on XXXX.19. When calling today, the customer service agent placed my call on hold and then hung up without addressing the error or calling me back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80525
Submitted Via: Web
Date Sent: 2019-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX ( XXXX ) has appeared as plaintiff in a foreclosure case, Index XXXX, in Supreme Court, XXXX XXXX, NY. In a response to a complaint I filed with the CFPB, I asked the question ( paraphrased ) " Do you, XXXX, own my mortgage and Note? '' Their answer to the CFPB, ( paraphrased ) was " We are not a party of interest in this matter, '' which a reasonable person would interpret as they, XXXX, is not the holder of my mortgage and Note, but in a court of law is vague, so I am getting more specific with this follow up complaint and asking " At any time did you sell my mortgage and Note to anyone? At anytime did you specifically sell my mortgage and Note to a debt collector, XXXX and XXXX, located in XXXX New York, or XXXX XXXX, XXXX, located in XXXX, New York? It is likely that XXXX will claim that this is a duplicate of a previous complaint. They have done this before in a previous complaint I filed. This Complaint is not a duplicate but is a follow up to that earlier Complaint, in order to clarify their response to my earlier Complaint.
Company Response:
State: NY
Zip: 127XX
Submitted Via: Web
Date Sent: 2020-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Email to PHH, XXXX XX/XX/XXXX requesting payoff as of XXXX XX/XX/XXXX with a copy of Chapter XXXX effective XXXX Mail to PHH XXXX XX/XX/XXXX personal check {$1000.00} requesting amount be applied to PRINCIPAL ONLY and payoff amount as of XXXX XX/XX/XXXX. Instead, PHH applied funds to monthly mortgage payment thru XX/XX/XXXX. Email from PHH # XXXX, XXXX XX/XX/XXXX, acknowledging receipt of email. Letter to PHH requesting Principal Payoff Balance XXXX XX/XX/XXXX with a certified check in the amount of {$1500.00} to be applied to PRINCIPAL ONLY, not to monthly mortgage payments. Documents received at PHH, XXXX, NJ by certified mail, XXXX XX/XX/XXXX, attached. PHH disregarded request for funds to be applied to PRINCIPAL ONLY and applied funds to monthly mortgage payment through XX/XX/XXXX. They also suspended payment of {$560.00}, XX/XX/XXXX, documents attached. Email to PHH requesting an adjusted payoff date of XXXX XX/XX/XXXX for principal payoff balance. I informed PHH that they were milking it customers by not providing the requested information. PHH is performing an inappropriate accounting practice. Email attached
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NC
Zip: 28390
Submitted Via: Web
Date Sent: 2019-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan # : XXXX Ocwen is by far the worst services company I have ever dealt with in the mortgage industry and other service industries. Years ago, they ran me around for 12 months processing a loan modification twice and both failed. Every time they requested information and I confirmed that was all they needed, they'd come back weeks later and ask for more information. To add insult to injury, they'd then ask for the same information updated since 90 days had elapsed - all because their processes are extremely slow. In the end, after two loan modification attempts - both were denied. Constant bouncing around from one department to another, mostly in XXXX and calls taking hours! Good people on the phone but they don't have the right tools to do their job. More recently, when the loan transferred to PHH, I paid additional principal and asked for my loan to be recast at the lower principal balance. After 3+ months, they still haven't reset my payments to a lower amount when their relationship mgmt dept already confirmed the recast and lower monthly payment. More wasted hours on the phone bouncing around departments. Just today ( XX/XX/19 ) - they notified me THEY made a mistake and reported a derogatory to the Credit Bureaus based on what happened. They assured me in due time that they'll fix it. All the while they're collection dept keeps robo-dialing saying I'm late on payment! I paid down the mortgage {$40000.00} in XXXX and continue to pay on time each month. They are a mortgage company, this should be an easy task unless they're running their calculations on an XXXX computer. This company is a great example of lack of customer experience and how not to run a great business.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2019-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My mortgage was transferred from Ocwen, a very poor and customer unfriendly loan servicing organization, to PHH Mortgage Services in XX/XX/2019. I had been paying Ocwen via bank withdrawals from my account on the XXXX of each month. I received a notice, I think in XX/XX/XXXX, that our Ocwen account was being transferred to PHH and told that things would remain the same as with Ocwen. But in fact, the money that I had in my account for regular payment was not withdrawn, but just left there. So I mailed a check, for the first two months, the checks weren't cashed. When I called PHH they said that they would make withdrawals according to the Ocwen schedule, on XX/XX/XXXX. But they made the first one, maybe two, on XX/XX/XXXX. The funds were not there so they resulted in significant bank charges and of course PHH reported it as a late payment and assessed fees. I think it is straightened out now but with PHH one can never be sure. Like Ocwen, they live to assess fees and charges and do not communicate clearly. I have asked for a copy of my recent years ' payments and was told that they could provide nothing from Ocwen. It's as if Ocwen never existed. They will not provide online access to the Ocwen history, something that was always available when Ocwen was the servicer of record. What they have sent me is something that seems to be a record of my very recent history, printed in text so small that I can barely read it with double glasses. I need to purchase a magnifying glass to read these records which I waited two weeks for. In the meantime I have to deal with damage to my credit from their fallacious representation of our payment history.
Company Response:
State: WA
Zip: 98498
Submitted Via: Web
Date Sent: 2019-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that Credit Union has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to misreport. More confirmation of the aforesaid item too. My proper request must over, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response:
State: AZ
Zip: 85296
Submitted Via: Web
Date Sent: 2019-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX made us aware our escrow was increased. We were given the option to pay it in full or increase our monthly payment. We paid the increase of {$290.00} in full on XX/XX/2019 before the deadline. We then continued to pay our monthly mortgage payment on time each month. The mortgage company is now saying that our mortgage is past due. They failed to apply the escrow payment appropriately. The payments made since then are being placed in a suspense account because they are for the regular amount without the increase. We notified the mortgage company of the error but they have not corrected the problem. They have acknowledged receipt of all payments but have not credited payment to the mortgage loan.
Company Response:
State: VA
Zip: 23231
Submitted Via: Web
Date Sent: 2019-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Firstly, there is no such thing as Customer Service with this company PHH or its predecessor OCWEN. They are both companies which do not care one bit about their customers. They do not do as directed. They do not answer calls in a timely fashion ( if at all ). One waits on hold listening to the same deplorable messages to finally get someone in XXXX or the XXXX who know nothing and promise you everything ... ... very cordially. I asked that money be forwarded to my principal ... ... I wish to pay down the principal ... ... this is always ignored and they apply it to my mortgage even though I clearly state and write in the check memo line that I wish the extra amount go to principal. The business is probably 'machine ' driven and one can not get a human being to do what is requested. The agent XXXX in the XXXX ( XXXX ) promised me this would be corrected. He promised me he would call to say it was satisfactorily completed. He did not. I sent this check in XXXX and am so done with your company. I am not dealing with you anymore and will count on the oversight agency of the CFPB to deal with you. You are inept. Secondly, I tried dozens of times literally to call the number on your glossy " COME ON AD '' contained in my monthly statement to inquire about a refinance ... ... HOURS ON SPEAKER AND WAITING ... ... ..NEVER did anyone come on the line ... ... .you are SCAMMERS!
Company Response:
State: FL
Zip: 32162
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am attaching more documents. I am filing this consumer complaint because I attempted to resolve my concerns directly with crooked PHH/Ocwen and its dishonest lawyer who lied to cover up loan servicing abuses that have caused me extreme harm, just like when Ocwen/PHH and attorney XXXX XXXX accused me of not putting my loan number on a cashiers check when I did. The pretender lender loan servicers and XXXX XXXX never apologized for intentionally harassing me to cover up loan servicing abuses. On XX/XX/2019, XXXX XXXX attorney XXXX XXXX responded to my consumer complaint misleading the CFPB to cover up more loan servicing abuses. I attached documents that prove how dishonest they all are. MyXX/XX/2019 payment was due. On,XX/XX/2019 I paid the XX/XX/2019 payment on XX/XX/2019 which put my account into a current status. My next mortgage payment was due on, XX/XX/2019 The documents I attached for review proves that the troubled loan servicer is pretending that my loan was over 31 days late when it wasn't. On XX/XX/2019, just days after my account was put in current status the troubled loan servicer created a XX/XX/2019, statement early so they could pretend I was in default, because that's what pretender lender loan servicers do. On XX/XX/2019, when my loan was in current status and not in default I received an early intervention letter giving me options how to give my home to the pretender lender loan servicer or how to save my home from foreclosure. On XX/XX/2019, I mailed a letter to XXXX XXXX regarding several concerns I have about PHH/Ocwen loan servicing abuses including requesting written consent from the troubled loan servicer to put my property in a living trust, as of today XXXX and its lawyers failed to respond. If XXXX XXXX dishonest attorneys continue to be dishonest to cause me extreme harm I will have no other option other then to search for help from other sources including law enforcement and the city mayor to investigate my concerns. I am asking the troubled loan servicer and its attorney to try and be honest and respond to all my concerns that I addressed in my XX/XX/2019 letter mailed directly to the troubled servicer and its attorneys. Please respond to my latter dated, XX/XX/2019, immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91709
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am filing this consumer complaint because I attempted to resolve my concerns directly with crooked PHH/Ocwen and its dishonest lawyer who lied to cover up loan servicing abuses that have caused me extreme harm, just like when Ocwen/PHH and attorney XXXX XXXX accused me of not putting my loan number on a cashiers check when I did. The pretender lender loan servicers and XXXX XXXX never apologized for intentionally harassing me to cover up loan servicing abuses. On XX/XX/XXXX, XXXX XXXX attorney XXXX XXXX responded to my consumer complaint misleading the CFPB to cover up more loan servicing abuses. I attached documents that prove how dishonest they all are. My XX/XX/XXXX, payment was due. On, XX/XX/XXXX, I paid the XX/XX/XXXX payment on XX/XX/XXXX which put my account into a current status. My next mortgage payment was due on, XX/XX/XXXX. The documents I attached for review proves that the troubled loan servicer is pretending that my loan was over 31 days late when it wasn't. On XX/XX/XXXX, just days after my account was put in current status the troubled loan servicer created a XX/XX/XXXX, statement early so they could pretend I was in default, because that's what pretender lender loan servicers do. On XX/XX/XXXX, when my loan was in current status and not in default I received an early intervention letter giving me options how to give my home to the pretender lender loan servicer or how to save my home from foreclosure. On XX/XX/XXXX, I mailed a letter to XXXX XXXX regarding several concerns I have about PHH/Ocwen loan servicing abuses including requesting written consent from the troubled loan servicer to put my property in a living trust, as of today XXXX and its lawyers failed to respond. If XXXX XXXX dishonest attorneys continue to be dishonest to cause me extreme harm I will have no other option other then to search for help from other sources including law enforcement and the city mayor to investigate my concerns. I am asking the troubled loan servicer and its attorney to try and be honest and respond to all my concerns that I addressed in my XX/XX/XXXX letter mailed directly to the troubled servicer and its attorneys. Please respond to my latter dated, XX/XX/XXXX immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91709
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A