Date Received: 2019-12-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XX/XX/2019 we submitted a request for loan modification with all required documents to PHHXXXX XXXX Mortgage Services. After 90 days we received a decline letter that advised we were not 2 months behind on payments. During this period of time we were forced to file for bankruptcy protection, exempting our house. This was discharged on XX/XX/2019. We choose this direction to make sure we at least had a roof over our head. While our current loan amount is {$240000.00}. In XXXX we received a copy of an appraisal that the lender had done from our modification request that stated the property had a value of {$200000.00}. This looked like we were nearly {$45000.00}. upside down on the loan and yet they declined us. Additionally I contacted the lender to question this and then request a VA rate reduction to lessen the payment, our current rate is 5 % fixed, they advised me to contact the VA??? Not sure what they were thinking. The customer service level of this company has been terrible, you can not contact the designated person they indicate in their letters. We continue to stay current with this lender, but it has taken it's toll on our ability to pay for prescriptions, health insurance and food. Any help you can provide is appreciated. All documents are available.
Company Response:
State: CA
Zip: 92260
Submitted Via: Web
Date Sent: 2019-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/ 2019, my old loan company, XXXX, transferred my home mortgage to your company. Since receiving this notice, I have done everything in my power to ensure that you received my mortgage payment. It was explained that there is a 60 day grace period when mortgage companies change as it is understood that there can be some issues in the transfer. When I received notice in the mail of the change to you as my new mortgage company, I immediately on XX/XX/ 2019 contacted PHH mortgage. I was told that I did not have a loan number assigned to my mortgage account yet and that I would receive correspondence in the mail regarding the information I needed to make my mortgage payment. I did not get the information from PHH mortgage until XX/XX/, 2019 ( 3 weeks after my loan was transferred to you ). I immediately contacted my service provider, XXXX, who I pay, and they forward my payment to my mortgage company. I have been using XXXX for 5 years and have never had an issue with my mortgage being paid. I gave XXXX the information to send mortgage payments to PHH Mortgage. Due to the delay in getting the new mortgage Information, my mortgage payments for XXXX and XXXX were sent to my old mortgage company XXXX. On several occasions I spoke with XXXX regarding the situation and I was reassured that this is common when mortgages are transferred. It is standard practice according to XXXX, when they transfer a mortgage for them to still receive payments on the old loan and the monies are transferred to the new mortgage company. On XX/XX/, 2019, I spoke to PHH mortgage, and was told you still had not received a mortgage payment. I immediately contacted XXXX who looked into the matter. On XXXX XXXX,2019, I was contacted by XXXX who said they had not sent the transfer monies and believe the money to still be in their Cashier Department. They relayed needing my help in locating the monies. XXXX needed the confirmation from XXXX regarding the wire transfer. I immediately contacted Earn up regarding what I needed for XXXX to locate the mortgage payment. XXXX told me they would have this payment information in two days. I recontacted youre company and updated you on the status. Each time I contacted your company people were reassuring of me not to worry as this was common in mortgage loan transfers, until I called back on XX/XX/ 2019, when I was told that a negative credit report was sent as you have not received the mortgage payments. As I had been staying in touch with your office and explaining what the situation was there was not mention that I was going to be penalized on XX/XX/ 2019. Because this is clearly an issue with XXXX I should not have been penalized. I also feel, last week when I spoke to your mortgage department I should have been advised of the consequence if this was not resolved on XX/XX/ 2019 I would possibly have borrowed monies to pay the mortgage payments a second time even though this is clearly a system problem. I have owned several homes and have never been delinquent on a mortgage payments. I feel victimized by a system that clearly does not work. Worse than that I am being penalized even though I did everything right including paying my mortgage. I am being told it is my responsibility to prove that XXXX is at fault for not forwarding PHH the mortgage payments. I have put an enormous amount of time in efforts to rectify this situation. Every call was at least a 30 minute wait time and just yesterday, I waited on hold for 45 minutes to PHH mortgage. On a second call yesterday, to your company, I waited another 45 minutes and was given to a Supervisor from the XXXX who told me I needed to speak with a supervisor in the U.S. I was again put on hold for another 30 minutes and then was cut off. I cant tell you the emotional toll this matter has taken on me. I am a cooperative customer trying to do the right thing. I can only request other companies involved do what they need to do to make this right, and have no power to make them prioritize my Situation.
Company Response:
State: NV
Zip: 89130
Submitted Via: Web
Date Sent: 2019-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage payment went from XXXX to XXXX as of XX/XX/2019. I applied for a loan modification and my mortgage company denied me and said the payment is affordable. which it is not. All I am asking is for them to extend my loan into a 30 year so my payment is affordable. I am going through a divorce, and just got into a car accident which is actually costing me additional money. I filed a compliant with CFPB and it was denied again. I need help on the mortgage and i feel like the only way to get it is to go into foreclosure and i do not want to lose my home. I have updated my expenses with more accurate information. Please review Grocerys XXXX utilities XXXX Car insurance XXXX daycare XXXX gas for car XXXX home maintenance XXXX alarm XXXX cable XXXX cell phone XXXX credit card and car payments child support XXXX a month. IRS repayment plan XXXX a month.
Company Response:
State: CA
Zip: 93063
Submitted Via: Web
Date Sent: 2019-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I purchased a new build home and my mortgage was sold to PHH Mortgage ( XXXX XXXX ), which is the current company I am working with. Well the property taxes were updated and I followed protocol and sent them the update tax amount and they did not update on their end. Well now there is an outstanding balance and property tax is supposed to be built into the mortgage payments. I started this process on XX/XX/XXXX with no response, then again on XX/XX/XXXX which PHH told me it was resolved, it wasn't. I followed up again on XX/XX/XXXX and still nothing. On XX/XX/XXXX, finally after 4 hours of holding I got a hold of the escalations department, XXXX to be specific and explained my frustration and he told me they would handle it and call me once settled, which here I am on XX/XX/XXXX and no response from them at all. XXXX from their escalations department tried to tell me that is was paid, but was not able to provide a receipt showing that it was done. I have tried reaching out via email and phone today and just been placed on hold each time for a new department to help me. I have also contacted XXXX County to see if the mortgage company had reached out yet and they had no record of anyone calling to resolve the past due amount. Come XX/XX/XXXX we will owe double on our property taxes and still no resolution in sight. At this point I don't know what else to do or how to get a hold of the company to get this resolved. This is such a simple inquiry and no one is able to help me just take notes of my issue and tell me that they will call me or let me know when it's complete and then I never hear back. The level of professionalism and customer service at this company does not exist at all. No one knows where to direct you and no one knows how to follow up or follow through with issues. If this causes bankruptcy or a lean to put on the house I will take legal action and sue for damages.
Company Response:
State: NV
Zip: 89011
Submitted Via: Web
Date Sent: 2019-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX is reporting an Ocwen Mortgage # XXXX on our credit reports that one was closed and paid in XX/XX/XXXX and two, is reporting twice on our credit reports! This duplicate reporting is also showing we were 60 days late within the past 12 months ( XX/XX/XXXX )! Again, we sold this home and paid off this mortgage in XX/XX/XXXX! This is now keeping us from using our VA benefits and purchasing a new home.
Company Response:
State: SC
Zip: 29466
Submitted Via: Web
Date Sent: 2019-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We saw a note on our mortgage account website that PHH Mortgage Services was raising our monthly mortgage payment by {$350.00} a month. We called to find out why and were told that it was a shortage in our escrow account for the upcoming year. However, the amount for our winter taxes and our annual Homeowner 's policy are incorrect. PHH is showing our Winter taxes as {$3400.00}. This is the amount from last year when we did not own the house and it was NOT homesteaded. This year 's actual tax bill is {$2000.00} as we are now homesteaded. This results in a difference of {$1400.00}. Our Homeowner 's amount from PHH is showing as {$3000.00} a year when in actuality our policy premium is {$1200.00} annually. Resulting in a difference of {$1700.00}. PHH did receive a copy of this fro our insurance agent when they received the mortgage and we have proper documentation to represent our numbers. The total amount of the errors is {$3100.00}. We have spent days and hours trying to call PHH and get customer service reps outside of the US. We have asked for managers and what they refer to as " Escalation Specialists '' have yet to call us as we were told they would. We would like to get this fixed as soon as possible but can not find anyone within their company to help us. Further confusing this issue is if we take a {$350.00} a month increase through next year, it results in a {$4200.00} increase in our escrow account when even if their numbers were correct, that is still over and above the {$3100.00}. Our loan originated with XXXX here in Michigan but was sold a few days after closing to PHH.
Company Response:
State: MI
Zip: 497XX
Submitted Via: Web
Date Sent: 2019-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Applied for a Modification on XX/XX/XXXX. After almost 3 years of unemployment and/or underemployment, I finally got work that paid me more than I made when I was approved for the mortgage in the first place. ( I am seriously under water and owe much more than my house is worth ). So, working out something with my lender was my only available option. Being that I was once again gainfully employed, I was confident this would be good news for all concerned, including PHH Mortgage. I have since been grotesquely surprised. Things started off nicely - PHH Mortgage assured me, in writing ( letter attached ) that foreclosure wouldnt happen while I was being considered for a modification, as long as they received all the required documents, which I promptly submitted. Then I started receiving a series of superfluous requests from PHH - all of which I nevertheless promptly responded to - here are a few examples : requiring me to certify that I was no longer getting any self-employment income ( despite clearly filling out their financial statement and submitting bank statements that showed I wasnt ), then. asking for tax returns that I had already sent to them more than two months ago ( electronically, so I have proof ), as well as asking me to provide a new bank statement, put the loan number on every page, and then sign the bank statement what on earth does my signature on an official bank document do? I nevertheless signed and submitted it. All for naught it was all a game to buy them time to get a foreclosure through the courts. To date, I am yet to receive a decision on my loan modification. Instead, last week, literally days before XXXX, I received notice of a XX/XX/XXXX foreclosure sale date on my home. How is it ok for a lender to mislead a homeowner, string them along with a series of mind-boggling document requests, all the while biding their time to get their foreclosure action together, than spring it upon me and my family? ( I have a very sick sister living with me with XXXX XXXX XXXX ( XXXX XXXX ), and PHHs handling of this matter has been extremely harmful. ) Also clearly, PHH was pursuing foreclosure while reviewing my loan modification request, a.k.a. dual tracking. Isnt dual tracking illegal? I just find PHH Mortgages handling of my case unethical and a horrible business practice. It appears what they are doing is also illegal. Every week or two, there has been a request for a superfluous document, which I have nevertheless promptly replied to. I am appealing to the CFPB to step in and get PHH to do the right thing.
Company Response:
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2019-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have had damage to our property and have had an insurance claim. We have submitted all the required paperwork and provided receipts for all payments paid out of our pocket to the contractor to expedite the process. The fial inspection was performed and signed off 18 days ago and the company continues to hold our money provided by the insurance company. We have provided a total release of lien by the contractor as well as a paid in full receipt.
Company Response:
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2019-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH Mortgage squired my loan from Ocwen earlier thus year. I was already behind due to a decrease in hours of work at my job. By the time I was able to make a partial payment, the account was already sent to foreclosure. I woke with the company and acquired a loan to pay the amount in arrears but the company added an excess of fees above the amount I was behind. When I went to the mortgage company to pay the amount, the would not accept a payment. I was instructed to apply for a modification which I have done previously as well as a repayment plan with Ocwen. The process then was easy and simple and it only took 30 days to complete. On XX/XX/XXXX after receiving the notice of foreclosure letter, I contacted an attorney who filed to stop the foreclosure. I then began the modification process with PHH. OVER and OVER again i was asked to send the same documents over and over again. It was very frustrating. I sent them same documents so many times that one representative told me she was going to file a complaint because she was able to find ALL of my documents so she didnt understand why no one else could. I called in and waited and waited. I FINALLY received a notice on XX/XX/XXXX that they had all documents and would start reviewing my file. On XX/XX/XXXX I received yet ANOTHER letter stating I needed to submit a NEW application and documents because my application had expired. I immediately called in and asked to speak with the assigned relationship manager. It wasnt until after I filed a complaint on the Consumer Affairs website that I received a call. He was kind and spoke with me and helped me with what I needed to do. He said he would call the next day but didnt until 3 days later after which he stated that there were so many documents in my file that it was overloading the system. He finally instructed me about which documents to submit and explained why. He asked me to call him and let him know when said documents were submitted. I called and did just that. Since then, I have not received a call from PHH. I have had to call them SEVERAL times because the website INSISTS that they still do not have my documents. Come to find out, email address that I was given to send my documents had changed WITHOUT NOTIFICATION!!!!!! I was livid and called them YET again and spoke with someone who told me they needed loss statements from my business. FOR THE 50th time I explained to them that I DO NOT WORK FOR MYSELF and that ALL 3 PAY STUBS from the 3 jobs that I now work were included in the packet. They then came back and asked for proof of XXXX XXXXt on my bank statements. I had the bank print the photocopy of ALL XXXX XXXX CHECKS and emailed them ( TO THE CORRECT EMAIL ADDRESS THANKS TO YET A DIFFERENT REPRESENTATIVE ) as well as uploaded them to the website TWICE along with the explanation that I dont always deposit the checks. I sometimes cash them but the BANK STILL SHOWED PROOF OF CHECKS BEING TAKEN TO BANK!!!! Af of today, the website is still asking for additional documentation to which I have NO CLUE as to what they need because when I call the wait times are RIDICULOUS due to SO MANY CALLS. There are so many complaints about this companies practices. Their payment website isnt functioning and people are saying they are claiming not to receive payment. I had until XX/XX/XXXX to submit documents and I have submitted these documents OVET AND OVER again. There is a BREAKDOWN in their system somewhere and this company is NOT concerned with helping homeowners!!!!! I have already paid a lawyer {$1200.00} to avoid foreclosure but Im not sure what the next step will be if this modification isnt successful. I am a single mother of XXXX and I am very well capable of keeping my home at this point. I have given them bank statements proving this!!!!! The income is above what I need to support a fair mortgage agreement. PHH is unprofessional and their system is BROKEN. As you can see by the attachments, I have been submitting these documents over and over again in both email and uploading to website since XX/XX/XXXX and ACCORDING TO THE WEBSITE, MOSTOF THE DOCUMENTS WEREN'T EVEN VIEWED!!!!!! They have been sued once for unfair mortgage practices and it seems as if they have it fixed the problem. I have filed two more complaints to the consumer affairs bureau that have not been published or responded to. PHH NEEDS TO FIX THEIR SYSTEM!!!! I just want to save my home!!!!
Company Response:
State: MS
Zip: 388XX
Submitted Via: Web
Date Sent: 2019-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a modification from Ocwen back in XX/XX/XXXX.The modification included monthly incentives which stated that client would receive {$83.00} reduction or the principal balance after each of the first through fifth anniversaries of the month in which the trial period plan is executed. I followed all instructions to receive the {$83.00} reduction and did not fall behind during this time restriction. When I realized that I did not receive the incentive, I contacted XXXX XXXX from HUD which supported me with an mediator to help comply with terms of the modification incentive. I spoke with the mediator over a few months and the mediator spoke with a representative from Ocwen which resulted in suggestion that ( HUD, FHA ) would hold back a payment to get them to comply. Nothing resulted from the situation with HUD or FHA that was trying to help the client with the situation. The next steps that was suggested to me is the UD Treasury and finding out what department handles the modification incentive agreements. I was sent a letter in XXXX from Ocwen stating the funds will be applied but there was no funds applied to my account. I was sent letters to meet with them on several occasions but I did not see the fruitfulness in meeting with them in lieu of payments due. I contacted two State Rep offices to see if I could be assisted with this matter and I was told I need to find out what department handles this matter in the US Treasury. I am now in the pre-foreclosure stage with PHH Mortgage which is now handling Ocwen accounts. I do not want to modify with the fact that the mortgage company owe me money which I haven't received yet. Additionally the trial payment lasted for a year which is arduous. I originally had a 9 % interest rate when I received the modification the interest was reduced to 4.5 % for 30 years which I did not want however I was told by a counselor to sign the modification in order for me to save my home. I was not given the option to appeal the decision. I am now applying for a modification and would like to understand why was the modification recorded 3 years later with the incentive documents missing. I have the original modification paperwork in my email which came from XXXX XXXX which is an Ocwen associate. I am attaching my document I received orginally and the document that Ocwen recorded on XX/XX/XXXX with the missing incentive documents missing.
Company Response:
State: PA
Zip: 19151
Submitted Via: Web
Date Sent: 2019-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A