Date Received: 2019-12-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have been attempting to get a Pay Off Quote from PHH Mortgage Company ( https : //www.phhmortgage.com/ ) for almost 4 starting on XXXX the XXXX, I contacted them and spoke with a rep who put in a request on XXXX the XXXX, I then contacted them on the XXXX to request a status as they had not faxed the loan they stated it would be another 24 hours. I contacted them again on the XXXX after not receiving the fax and they said it would be either that evening or tomorrow. I contacted them again on the XXXX, and advised it would be another 24 hours. I advised this was not acceptable and they explained that an internal department was delayed in processing. I then requested to stay on the line until this was resolved and spent the next 25 minutes explaining why I needed this quote this week and it shouldn't take 4 business days to process. The advised no matter what it would be another 24 hours which is what has been stated all week.
Company Response:
State: KY
Zip: 42503
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have been having issues with Ocwen/PHH Mortgage since XX/XX/2019. We have attempted to wire transfer the original agreed upon reinstatement amount in XX/XX/2019, however it was returned. After speaking to someone there who informed me that it went to the wrong account and they would ensure that it would be deposited to the right account and we could continue our regular monthly payment in XX/XX/2019. Unfortunately that wasn't true each month that we've submitted our monthly payment it has been returned. I have attempted to send the reinstatement amount again and it was refused and returned. I have spoken to numerous personnel and each time I continue to get bad information along with wrong names and phone numbers of people to contact. I continuously called the XXXX XXXX XXXX who are the foreclosure attorneys and they keep referring me to Ocwen/PHH Mortgage. I have all of the documents that I've submitted since XX/XX/2019 along with copies of the retuned payments. They provide misleading information in their letters and I try and contact them with very little success. The reinstatement amount has gotten so high that there is no way for me to pay the required amount.
Company Response:
State: NC
Zip: 28677
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX, I called PHH Mortgages regarding a status update for a loan modification assistance application that had been submitted on XX/XX/XXXX, for XXXX XXXX, I made 2 follow up calls after sending this assistance packet, first call was on XX/XX/XXXX, and spoke to XXXX and was told it is a complete packet and no docs. Needed at this time. The second call made on XX/XX/XXXX, I spoke to XXXX, and was told no docs needed at this time and file is currently in underwriting for review and to check back once a week to make sure that if underwriters need any further documentation and to check the status of the application. Today XX/XX/XXXX, I called to get the status and was told to my surprise told an application for Mr. XXXX has never been received and that there is an active sale date for XX/XX/XXXX, and I was asked to provide proof of the fax transmission of the assistance packet.
Company Response:
State: MD
Zip: 21225
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mother died in XX/XX/2011. She had two mortgages with Ocwen loan servicing. The interest rate is outrageous, 12.5%. I have tried to refinance the mortgages but I can not because I was told it is under an Estate name. I paid off one mortgage. Sent in all documentation, the will, and the estate paperwork. I have sent in the paperwork every time I try to speak with this company about payment, refinance, everything, and each time they pretend like I don't have authorization. I had authorization when they wanted proof of insurance. I had authorization when they want their money. The company has since had a name change to PHH mortgage and they are no better. They are practicing the same underhanded mess as Ocwen. Please help me get rid of these people. If you can not get rid of them, please help me make them play fair.
Company Response:
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2019-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: After not being able to get through via telephone during the holiday, I decided to mail my payment to prevent being charged a fee for making the payment via agent, and to apply the additional fee towards my mortgage payment. I sent a check for {$22000.00} Priority mail on XX/XX/2019, with an expected delivery date of XX/XX/2019 ( See attached receipt ), very early in the morning to assure delivery in a timely manner. On XX/XX/XXXX a received a call from a PHH representative that my payment wasnt received and I needed to pay over {$5000.00} dollars because nothing less would be accepted. I informed him that the payment was made and he stated he would research to attempt to locate it. On XX/XX/2019 PHH called and when I answered the telephone, the person didnt respond and hung up the telephone. I called back and spoke to someone in XXXX, who stated they can not locate my payment. I explained that the payment was made and I dont have access to a fax machine but could email the receipt. He stated the receipt cant be emailed, but could be mailed, then he gave me the mailing address. I asked if I could stop payment on the check they lost and make the payment with him now. He stated he could not do that. I was then transferred to the Escalation Department. The Escalation Department pretty much told me the same information as the representative. They are requesting I send the front and back copy of a check that they lost. I dont trust PHH mortgage and decided to make my complaint public. How are they losing payments? What if I mailed my payment by regular mail and didnt have proof of payment?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: After not being able to get through via telephone during the holiday, I decided to mail my payment to prevent being charged a fee for making the payment via agent, and to apply the additional fee towards my mortgage payment. I sent a check for {$22000.00} Priority mail on XX/XX/2019, with an expected delivery date of XX/XX/2019 ( See attached receipt ), very early in the morning to assure delivery in a timely manner. On XX/XX/XXXX a received a call from a PHH representative that my payment wasnt received and I needed to pay over {$5000.00} dollars because nothing less would be accepted. I informed him that the payment was made and he stated he would research to attempt to locate it. On XX/XX/2019 PHH called and when I answered the telephone, the person didnt respond and hung up the telephone. I called back and spoke to someone in XXXX, who stated they can not locate my payment. I explained that the payment was made and I dont have access to a fax machine but could email the receipt. He stated the receipt cant be emailed, but could be mailed, then he gave me the mailing address. I asked if I could stop payment on the check they lost and make the payment with him now. He stated he could not do that. I was then transferred to the Escalation Department. The Escalation Department pretty much told me the same information as the representative. They are requesting I send the front and back copy of a check that they lost. I dont trust PHH mortgage and decided to make my complaint public. How are they losing payments? What if I mailed my payment by regular mail and didnt have proof of payment?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Received loan modification on home loan in XXXX. Applied for heloc loan in XXXX. Title search by XXXX XXXX XXXX XXXX. XXXX. XXXX . Showed no second lien in XXXX, but in XXXX showed second lien from XXXX. XXXX XXXX XXXX said sorry we missed it in XXXX. Is my loan modification legal? It was a federal loan program. Second lien is from XXXX which sold loan to Ocwen which sold loan to XXXX which sold loan to PHH mortgage. Thought XXXX loan was part of my bankruptcy settlement. Obviously it wasn't. Tried to negotiate settlement with Ocwen in XXXX after paying many thousands of dollars, as they suggested and I submitted a 50 % payoff. They called that night and refused to negotiate and said they were going to add interest and penalties of almost half the loan amount. Now PHH mortgage says I owe much more than I borrowed. Would have let House go in XXXX if they would have said anything about second lien. Now I spent more money on improvements. Not sure what to do?
Company Response:
State: NE
Zip: 68106
Submitted Via: Web
Date Sent: 2019-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Try to get a modiffication and was denied
Company Response:
State: TX
Zip: 75154
Submitted Via: Web
Date Sent: 2019-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As of XX/XX/XXXX i filed a bk chapter XXXX.I am in the second year making all my regular monthly payments and the court pays the arrears.Everything was going ok until Ocwen bought PHH. They gave my mortgage to be serviced by them a couple month ago..Now all of a sudden i was making my payments over the phone and had an online account.As of XX/XX/XXXX I no longer have an online account to see what i owe .I ask my attorney to send correspondence to let them know it is ok for me to discuss my mortgage with them.So i started calling asking what happened to my online account and if i can't see online, if they can send paper statements.They keep saying I am in bk so they can't do that, But for two years they were ok with it..I call and send emails everyday about my account .I ask to speak to a supervisor they keep saying he/she is busy they will call me back. Still nothing.Please help I have been fighting with this company for years and the attorney i have don't seem to be too interested in helping me.
Company Response:
State: CA
Zip: 90044
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I'm facing foreclosure with PHH on XX/XX/XXXX. We submitted a full short sale package on XX/XX/XXXX, which was 36 days prior to the date of my foreclosure. I am a XXXX year old woman who has faced serious struggles with my property. I attempted a modification in XX/XX/XXXX, and was denied because my insurance company would not assist in fixing pipe damage my property. I struggled to maintain the home and the mortgage and could not keep up at my age.We called in on XX/XX/XXXX and confirmed the package was received, and the only thing that was an issue was an illegible HUD. We are kindly requesting that you take this ONE day in to your consideration. I have struggled enough and do not want to face having my home auctioned from underneath me as well, especially at this time of year in the cold weather.Please allow a postponement in order to do a full short sale review. If you order a valuation my Realtor can get you access immediately. Please consider this. If there is anything you can do to help I would greatly appreciate it.
Company Response:
State: MA
Zip: 02026
Submitted Via: Web
Date Sent: 2019-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A