Date Received: 2019-12-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XXXX XXXX my property was hit by Hurricane Michael. I attempted to repair the property after several difficulties with my contractor and since I am in the XXXX XXXX XXXX outside of Florida. I decided to sell my property at the beginning of XXXX XXXX. I was given an offer for XXXX which I accepted. I promptly requested a payoff from my mortgage company. The payoff I received did not include the remaining funds from my restricted escrow account with XXXX dollars in it. All the payoffs I received stated approximately XXXX, but it should state approximately $81,000. After spending hours and days on the phone and their continued promises to send me required documents they still have not. I was supposed to close on XXXX XXXX XXXX but because I haven't received an accurate payoff statement with the insurance proceeds on it I have not been able to complete the sale.
Company Response: Company believes complaint is the result of an isolated error
State: MD
Zip: 214XX
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: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred from Ocwen Mortgage to PHH Mortgage. Since the transfer I have experienced so many issues. I was set up on a payment plan. I acquired an additional job so I can make the payments. When I sent in the XXXX payment due XX/XX/2019, I was told that they did not receive it. I have called every other day to find out how this issue can be resolved. I was told to send a copy of the receipt of the money orders. I emailed, faxed, and certified returned receipt the receipt. I called and called and was told it was not received. A few days later, I received a letter that an investigation was conducted and they could not find the payment. I called back 4 times a week, finally I was told that I needed to request a copy of the money orders. However, not any representative told me this and if this information was provided, this problem could have been resolved before it went to foreclosure. If fact, i was told that my house would not go into foreclosure because I had contacted them. In XXXX I sent the XXXX payment. 10 days later, I received the money back. When I called I was again told that my situation would be researched. It wasnt until I stated sending certified letters that I received two letter stating the situation was being investigated. When I received my statement in XXXX I contacted PHH to verify the amount I needed to send. It was then that I was told that it was in foreclosure. All I want to do is to pay the amount due so I can move on. They have already messed up my credit because my daughter 's student loan to complete this semester of schooling was due and now my daughter can not receive her grades and will have a hard time paying the balance due so she can return to college. I am a XXXX Veteran suffering with several illness. This situation has really affected me both physically and mentally. For, the past week I have contacted them requesting a new payment plan and/or the amount that is due. I have not received any information. In fact, when I called on Wednesday I was told that they do not have any record of my loan after I provided them with my address and my social security number. I need some answers and some help asap. I do not want to be added to the veterans homeless populations and I don't want my daughter to be a part of this culture. I contacted the Texas Regional Assistance with Delinquent Home Loans regional office representative, only to get talk to like a child. The only advice I was given is to contact your mortgage company. I have been on hold for up to 2 hours only to get a representative that transferred my call to at least 4 people and offering no advice to solve the problem. I either want to pay what I owe or be put on a plan if the fees are beyond what I can afford. I am waiting to receive a copy of the signed money orders so I can determine if in fact someone from PHH cashed them. I have verified that they have been cashed. Please tell me what I need to do to solve this issue. Its holiday time and I am aspirate to find a soluation.
Company Response:
State: TX
Zip: 75227
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-19
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: My home mortgage went into forbearance and was assumed by Ocwen on XXXX and then PHH on XX/XX/XXXX My mortgage went into forbearance and was assumed by Ocwen on XXXX and I struggled making payments from that time until XXXX. I began making timely payments by making payments before they were due usually at the end of the previous month. On XX/XX/XXXX, I received notice that Ocwen had sold the remaining debt to PHH a subsidiary of Ocwen and that for the transfer period of 60 days no payments would be considered late. On or about XX/XX/XXXX PHH alleged I missed XX/XX/XXXX payment, when I proved it was paid, they then claimed I missed XX/XX/XXXX payment, I have evidence proving that the payment was made to Ocwen for the months of XXXX and XX/XX/XXXX. On or about XX/XX/XXXX PHH then alleged I missed XX/XX/XXXX payment, I said I have proof I paid that the end of XX/XX/XXXX. Then on XX/XX/XXXX PHH alleged I missed XXXX payment, at that point I demanded a through payment history and found the PHH started my account in XX/XX/XXXX instead of XXXX making me a month behind although they have been paid. In the payment history on XX/XX/XXXX PHH charges me for seven ( 7 ) Certified Mail fees totalling {$37.00}, Attorney and Collection Fee 's in the total amount of {$660.00}, Bankruptcy Expense {$150.00}, Stipulation Setup {$200.00}, Foreclosure Costs {$2600.00}, Property Valuation {$450.00}, Title Report {$450.00}, Property Inspection {$36.00}, Certified Mail Cost {$4.00}, and Late Charge {$690.00}, totalling {$5200.00} all of that in just the first 30 days. PHH in essence refinanced the loan without my knowledge or consent. The house was never included in any bankruptcy proceedings so the bankruptcy fee 's are fabricated. There was never any inspections conducted and certainly no certified mail received from PHH ( in fact PHH was unable to provide a single USPS Tracking number ), I was unaware of any Attorney & Collections Fee 's that I agreed to pay. As of XX/XX/XXXX PHH is refusing to allow me to make a payment online.
Company Response:
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2019-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am reaching out to you because I need help with my mortgage company. I feel I am being treated unfairly and i need to know my rights and what if any recourse I have. I was with Ocwen LLC when i was notified that the mortgagee co was being brought by PHH mortgage ( XXXX XXXX ). The next thing I received was a return of the last 4 or 5 payments with a note indicating that my mortgage increased, it asked that I add the increase. Also, I added the increase, returned the payments and paid two additional payments. I spoke to a rep to ensure we were on the same page as far as how much I owed. Originally, they had erroneous information, but i keep good records, so we got it all straight over the phone. I then went into the bank and requested a cashiers check for XXXX and another XXXX and sent off. A few weeks later, I get a letter stating that my home is in foreclosure, my mom and I received calls and letters from real estate investors asking about buying my house. ( My mom lives in Florida ; we share the same first and last name ) After weeks of calling tirelessly and struggling to speak with a rep who spoke clear english and never being able to speak to a manager, I discovered that the company did not know where my XXXX check was, they started an investigation and I began communication with the research department. During this time, I called the department several times to follow up and no one EVER once called me, despite ensuring me that they would. I have recorded most of the dates, agent ID 's and outcomes of these conversations. The research dept advised me not to send in XXXX and XXXX payments until they located the {$6300.00} check. Meanwhile, my financial institution ( XXXX XXXX ) did their own research and I soon discovered that the XXXX check was cashed on XX/XX/2019 which was 4 days after it was sent. I sent evidence to PHH mtg co but still I heard nothing. I have sent certified letters requesting written acknowledgment of the current situation for my records, they sent a letter stating ( literally ) that they received my letter, and nothing more. I never wrote a letter, I wrote a complaint and sent it to them CERTIFIED. It was not even acknowledged by the company. Nevertheless, they eventually sent the XXXX check back to me, it was written to their company, ( so it was cashed! ) they then stated that the check had been REJECTED on XX/XX/XXXX when they CASHED and LOST it. I was deeply offended by this. After months of waiting, they casually dismissed me and LIED on me statmg that my payment had been rejected. They also returned the XXXX check which was never cashed. Again, I say that at no point was my mortgage 90 days behind! Therefore, I should never be in foreclosure status ; also, I was unable to pay in XXXX or XXXX ( according to PHH ) and I do not feel that I should be treated that way. For example, they would only accept certified funds to be wired or sent electronically and that I had to send no later thanXX/XX/2019 etc. This when i was not in FORECLOSURE! I do not feel comfortable with this company, I want this cleared up and I want it acknowledged that they made an error. Why should I be on a foreclosure list or have my credit destroyed? why should my elderly mother be called and harassed and made to think that the only child she has to depend on is in a financial upheaval. I am tormented and harassed by investors constanty either via phone call or mail, a few have come to visit me. The mortgage company is causing me stress and pain as they wont communicate effectively.Someone came and served me as a clerk of the court and invited me to a foreclosure meeting scheduled in XXXX after XXXX!!!! I have even reached out to XXXX the law firm handling the case and they weren't much help but suggested I get my own lawyer because the things i was stating sounded strange. I refuse to allow a company to treat me this way and I am reaching out to you to know if I have any recourse in this situation. Since then, I have reinstatesd the mortgage based on my correspondance with XXXX lawgroup. I sent them XXXX, XXXX on XX/XX/XXXX and I have paid my XXXX mortgage. However, I feel I have been charged wrongly as my mortgage was never 90 days late. Also, they have added another XXXX to my mortgage and have not described what the fees are for. have documented everything. I hope i don't have to take this treatment from my mortgage company lying down. Sincerely,
Company Response:
State: DC
Zip: 20020
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Ocwen/PHH placed homeowner in foreclosure using questionable methods of inaccurate accounting, and has potentially been found to be Dual Tracking ( illegal in MN per the sheriff office phone call ) the process. Phone calls and Emails directly to the company have been made by the homeowners on many different and recent attempts, and outside services have been notified by the homeowners of this unnecessary situation, yet the company has eluded the provision of accurate or relevant answers. The company seems to have a difficulty applying the payments the company received on time and in advance since the beginning of the loan. ( See submitted paperwork ) They have held payments in a suspense account from XX/XX/XXXX-XX/XX/XXXX charged late fees, sent the suspense money, which was held for 7 months, back to the homeowner, and proceeded with reinstatement quotes in lieu of the foreclosure that was initiated. The homeowner has repeatedly asked for clarifications without receiving any response. They have reported to the credit bureaus late payments and foreclosure literally destroying credit worthiness of the homeowner for any future financial decisions. This seems like a hostage arrangement. There is a financial nightmare that was created because payments were made but not applied. They have failed to send relevant and timely communication when asked about any statement errors. The company coerced a poorly structured loan modification with a balloon payment in XXXX by doing the exact same payment withholding practice, knowing that a loan modification would hinder any conventional refinance options. The Company name has recently changed in XXXX, but the practices have not, and now the company has made the homeowner out to be the one in error, thereby potentially forcing a foreclosure sale ( It is scheduled XX/XX/XXXX at XXXX ) despite homeowners many efforts to dispute and gather any accurate account information, and have the company correct their accounting practices -- mismanagement of funds The MN Dept of Commerce was included in the Complaint. The MN Attorney General was included in the Complaint in XX/XX/XXXX and has not received any word from Ocwen/PHH. XXXX XXXX has claimed over the phone ( XX/XX/XXXX ) a foreclosure has been postponed, but as of XX/XX/XXXX, as I type this, there has been zero proof of postponement per the MN state law, so the homeowner will be at the courthouse in MN at the scheduled time in the morning just to verify the accuracy of the phone conversation. Ocwen/PHH is extremely untrustworthy and has attempted this practice many times on this account.
Company Response:
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2019-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Besides sending them numuries times of my pay stub as they requested and the either lost it or say they cant read as yet the court house already has all the records and this has been going on for far to long. And this all started as they lost the document many times. And the amounts they have increased the mortgage from its original amount over $120,000 and changed the amount of the original payment from XXXX a month to over 1400 a month the have way to many fees for them doing there best to delay the entire process. I can't understand there math as some of there figures don't add up. As the keep changing the mortgage company an hit my credit many times with my even consent then charge me for it. And each time they use there lawyers they want I pay over $ 20,000 for each of 3 times. for their little time of work. They are over charging to make extra money for themselves and their lawyers. And then want over $80,000 to just reinstate the loan but even if I send any amount they will just take it an still sell the home. Each time I've filed for a hardship help or modification they seem to have lost the paperwork or shred to by mistake.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34609
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I HAD A COMPLAINT XXXX AND THE ONLY TIME I GET ANYTHING ALMOST DONE IS WHEN I MAKE A COMPLAINT I HAVE HAD MANY SCHEDULED SHERIFFS SALE I HAVE ASKED THEM NOT TO DO THIS UNDER AGAIN UNDER 12 C.F.R. 1024.41 ( g ) of regulation X of Dodd Frank prohibition of foreclosure sale the BANK CAN NOT GO TO SHERIFFS SALE IF A COMPLETE APPLICATION FOR LOSS MITIGATION OPTION IS UNDER REVIEW AT LEAST 37 DAYS PRIOR TO THE SCHEDULED SALE DATE I GOT A LETTER LAST WEEK SAYING THEY HAVE EVERYTHING AND WAIT FOR THEM, I HAVE SENT THEM THE SAME THING AT LEAST 15 TIMES AND I AM NOT KIDDING THIS SHERIFFS SALE SHOULD NOT BE LISTED AND I ASKED NO MORE BE LISTED, I TOLD THEM I LOST XXXX XXXX XXXX XXXX CANT SLEEP CAUSE PEOPLE ARE LOOKING IN MY WINDOW DRIVING BY SLOW AND EVEN KNOCKING ON MY DOOR THIS IS NOT RIGHT THEY SHOULD HAVE MODIFIED THIS A YEAR AGO THEY CAN SAY WHAT THEY WANT EVERYTIME THEY ASKED FOR SOMETHING I SENT IT RIGHT AWAY LAST ONE IS THAT MY HUSBAND DID NOT PUT HIS INITIAL BETWEEN HIS NAME HE PUT XXXX XXXX AND MORTGAGE SAYS XXXX XXXX XXXX NOW THIS TOOK THEM 2 YEARS TO NOTICE THAT I DONT WANT TO LOSE MY HOUSE I NEED HELP CAUSE THESE PEOPLE DONT CARE MY SUPPOSED GUY XXXX XXXX I HAVE YET TO HEAR FROM HIM AND EVERYTIME I CALL HE IS NOT THERE BUT WE CAN HELP YOU I HAVE PROOF OF EVERYTHING I SAID WHAT I SENT WHEN I SENT IT AND THE LAST LETTER STATING THEY HAVE EVERYTHING PLEASE STOP THIS STOP THEM FROM MAKING ME GO CRAZY LITTERALLY
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2019-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: PHH calls me, and when I answer the telephone, they hang up the phone. Or Ill answer and repeatedly say hello, then theyll hang up. Yet they have hour ( s ) long hold times when you call them for assistance. They refer you to reps who dont answer and their voicemail is full. PHH is only interested in charging fees and foreclosing. Theyre not interested in communicating or helping their customers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX Department,I've called back both of those days and left messages for XXXX with no return call.Totally disagree with your assessment, haven't seen anything in writing that you said you were going to send me. Please email me the federal requirements that you speak about below.Also attached is my original Private Mortgage Insurance DisclosureUnder the paragraph Automatic Termination of PMI it states "if you are current on your loan payments (which I've never been late in 15 years), PMI will automatically terminate on the date the principal balance of you loan is scheduled to reach 78% if the original value of the property.78% of my principle balance on my loan is $XXXX (original price $XXXX x 78%=$XXXX). My principal of $XXXX on my loan was reached on XX/XX/XXXX!So according to my calculations my PMI should have ended on that day. So in calculating $XXXX for 29 months you need to reimburse me the amount of $XXXXI will also be contacting the Consumer Financial Protection Bureau.Respectfully,On behalf of PHH Mortgage Services (PHH), the Escalation Department would like to thank you for your recent inquiry. The Escalation Department was created to provide a resource to assist with unresolved concerns and issues.Thank you for bringing your private mortgage insurance (PMI) cancellation concerns to our attention.We welcome the opportunity to assist you. However, our attempts to contact you on XX/XX/XXXX and XX/XX/XXXX to personally discuss your case have been unsuccessful.We regret to inform you that the account is not eligible for auto termination of the private mortgage insurance (PMI) due to federal requirement. Should you have any further concerns, you may contact XXXX directly toll free at (XXXX) XXXX, select Option XXXX, Extension XXXX or email XXXX at XXXX. For general account questions you may visit XXXX. You may also contact Customer Care Center via telephone at (XXXX) XXXX during the following hours:Monday ? Friday XXXX XXXX ? XXXX XXXX ETSaturday XXXX XXXX ? XXXX XXXX ETXXXX C/O PHH Mortgage Services, LLCXXXX XXXX XXXXXXXX. XXXX, NJ XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20147
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After 25 years in my home I am on XXXX. I M in XXXX XXXX an XXXX XXXX. I asked for a modificationAnd I was told that I would be given a modification. Mr XXXX told me to give him $XXXX.
Company Response:
State: MD
Zip: 20748
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A