Date Received: 2019-11-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I purchased our home XXXX with XXXX XXXX XXXX with a 30 year mortgage. We refinanced out home in XXXX with XXXX XXXX with a 15 year mortgage ( 180 months ). It was then sold or transferred to Option One Mortgage Co. in XXXX ( showing a 30 year mortgage? How can his be? We never signed off on loan in the amount of {$100000.00} and in looking at the HUD its shows that they paid a company the amount of {$270.00}. No way would we have refinanced for this amount.THIS is where the problem started.The loan # XXXX It was the sold or transferred to Ocwen XXXX account # XXXX, this company name changed to Homeward Residential Account # XXXX. The next company was sold to XXXX XX/XX/XXXX ( now XXXX XXXX as of XX/XX/XXXX, the account # with XXXX was XXXX. This was a constant flip flop.I see individuals account go into a bucket and companies just grab. Well with all of this I decided to refi with XXXX XXXX Account # XXXX XX/XX/XXXX. By now You know what happened? Oh yes it is now back with XXXX as of XX/XX/XXXX Account # XXXX. The next question you are asking is what have we been doing to straightened this out? We have been with 4 Attorneys to no avail. The most resent Attorney says the unable to verify whether our signatures were duplicated and referred me to you. So I guess this is the last result.I have sent letters to all involved. No response from XXXX.The ones received are attatched.
Company Response:
State: NC
Zip: 27406
Submitted Via: Web
Date Sent: 2019-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our home was hit by hurricane Michael on XX/XX/2018. We have since been in the recovery process to try and repair and cleanup our home and property. We were told by Ocwen Mortgage that we could defer payments using their disaster relief process. Ocwen then transferred our account to PHH mortgage who did not onor this repayment process and wanted payment in full. We have contacted them on many occasions, at least once per week to try to rectify the status of our account. On XX/XX/XXXX PHH mortgage cashed a payment we sent at their request, to bring our account status back to correct, in the amount of {$6200.00}. On the same day they credited our payment they also sent our account to their attorney even though we met all of their requests. We have called them several times during the month of XX/XX/XXXX with no more information and no contact from their attorney. We sent our XX/XX/XXXX payment as prescribed in our mortgage in the amount of {$2000.00} and it was cashed by PHH on XX/XX/XXXX. It is now XX/XX/XXXX, and PHH mortgage is holding {$8300.00} in a suspense account. When we call PHH mortgage, they say our account is in Foreclosure, even though we have received no documentation yet to that effect. When we call their attorney, the attorney 's office says they are working on an amount to reinstate our account. The issue is that we get different information from different people at PHH. We have sent them money which they are not crediting to our account. They say we are in foreclosure yet we have NO communication or information about this. It has now been 38 days and they are not communicating and not following through. They are also not properly responding to their own attorney who says they are " waiting for information '' from the mortgage holder. During this process we have been responsive, and have sent in our payments which are not being properly applied to our account.
Company Response:
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2019-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My wife XXXX XXXX XXXX and myself ( XXXX XXXX ) contacted our mortgage company PHH late XXXX to get a loan modification. I explained to PHH that we were falling behind on our mortgage due to me needing a major XXXX and having to go out on temporary XXXX and I am not receiving an entire pay check. Since then the process has been a painstakingly slow and frustrating. On numerous occasions PHH has requested the same documents. I have spoken with at least three supervisor the last being a XXXX ( XXXX XXXX ) on XX/XX/XXXX once again asking for the same documents. However out of everyone that I have spoken to XXXX was the most helpful. He asked me to fax over four additional documents. This process has taken so long that one of the document that XXXX had requested was sent at the beginning of the process was now out dated.On XX/XX/XXXX XXXX had spoken to me and had confirmed that everything was received. On XX/XX/XXXX I called back to get an update and once again I was asked for documents that were sent back in XXXX.
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2019-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My initial complaint was filed on XX/XX/2019, complaint # XXXX requesting information from PHH Mortgage Services. The did answer one of my questions by admitting they made a mistake but have still not agreed to correct their error. My complaint was not fully answered. I have tried numerous time to speak to XXXX XXXX the gentlemen handling the case. He has never returned any of my phone calls even though it was suggested in the many correspondences received from PHH that he would be available to talk. The facts are, as of XXXX XXXX there was a suspense balance on my account in the amount of {$1300.00} which I attempted to apply to my XX/XX/2019 mortgage payment. In their response PHH agreed to this balance but, stated " Records indicate that during the service transfer from Ocwen to PHH the suspense balance in the amount of {$1300.00} was inadvertently applied towards the unpaid principal balance They further saud. '' We strive to provide each customer with the utmost in customer care and professionalism and are sorry to hear of any unsatisfactory experience you may have had. We sincerely apologize for any inconvenience you may have encountered as result of this matter. '' The inconvenience was PHH reported me 30 days late to all credit reporting agencies and caused a 31 point drop in my credit score.My request was this amount be combined with my payment of {$1100.00} to satisfy my mortgage contractual obligation of {$2400.00}. PHH in all these months neglected to tell me about this inadvertent application of my funds. From XX/XX/XXXX to today I have been attempting to get my money applied the way I requested. The fact that PHH or Ocwen inadvertently allocated my funds would indicate they have the power to reverse this error and do as I requested. During this process my monthly payments have been all past due. I need my money being applied as I requested and PHH to contact all the major credit reporting agencies that I was never late. Also, my complaint requested proof that I was credited for {$5000.00} XXXX which was approved on XX/XX/2019. On the statement I received I do not see the deduction. I am requesting proof that I received the {$5000.00} credit. On XX/XX/2019 I received confirmation of Modification of Promissory note making my new mortgage payment {$2100.00} and unpaid principal of {$330000.00}. On XX/XX/2019 there was an adjustment of XXXX {$7900.00} XXXX, see copy of statement supplied by PHH. My question is why did my loan principal increase by this amount? None of the questions I asked were answered to my satisfaction. In their response the excuse for not applying my funds as I requested their response that they made an inadvertent mistake. My request is they correct the mistake and apply my funds as I requested. When it comes to my my money an inadvertent mistake is not an acceptable result and can easily be reversed by a ledger adjustment, which would credit my money to my mortgage payment and increase my principal by the same amount. Finally, my request for missing principal adjustment of {$5000.00} and a detailed explanation as to the reason the loan principal was increased by {$7900.00} after the loan modification was approved and my mortgage monthly payment adjusted.
Company Response:
State: MA
Zip: 01701
Submitted Via: Web
Date Sent: 2019-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Victim of Predatory Mortgage Lending ( NOTE : Will submit evidence docs at later date of complain filing ) : 1 ) In XX/XX/XXXX, Original XXXX XXXX XXXX , XXXX ( XXXX ) loan was processed without borrower 's consent. -- no borrower 's signature on loan application, on statement giving away POA, or on bank disclosure of interest rates, etc. 2 ) Per unsigned XXXX docs given AFTER loan was processed, initial interest rate was 1.9 % for 5 years. Then, increased to 8.872 %. This would result in total payments of {$600000.00} (!! ) for a $ XXXX loan. This disclosure doc of XXXX also was NOT signed, so that borrower did NOT understand true cost of loan. 3 ) XX/XX/XXXX-XX/XX/XXXX American Home Mortgage Service , Inc. ( AHMSI ) also withdrew payment via auto-debit AND XXXX XXXX, falsely claiming mispayment and default. The auto-debit and XXXX XXXX were unauthorized by borrower. See CFPB Complaint # XXXX. Please note : Borrower was diagnosed & being treated for XXXX XXXX the same year. 4 ) XX/XX/XXXX, AHMSI and XXXX XXXX attempted foreclosure on property. 5 ) multiple other problems with mortgage companies/collection agencies -- will follow-up with more supportive evidence 6 ) Current status : XXXX & XXXX XXXX survivor, borrower became recently ill. Loan has been transferred to collection agency XXXX XXXX c/o PHH Mortgage Services. When online account was activated XX/XX/XXXX, borrower could not find actual bill statements, or to know exact amount owed.
Company Response:
State: VA
Zip: 22407
Submitted Via: Web
Date Sent: 2019-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: loan # XXXX this mortgage company is not applying my payments since XX/XX/2019 the moment they receive my payments. PHH mortgage is saying agent XXXX ID # XXXX they have my payments on hold and they haven't applied my payments. I tell them why they haven't applied and they transfer me with someone else and hangup on me. I'm submitting document proof of my payments from my bank that PHH have received my payments and dates from my bank account chase
Company Response:
State: TX
Zip: 78586
Submitted Via: Web
Date Sent: 2019-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I WAS WITH OCWEN MORTGAGE SERVICING COMPANY HOME MODIFICATION ON XXXX THEY WROTE OFF PRINCIPAL AMOUNT TO BRING HOME LOAN DOWN TO XXXX FROM XXXX ORIGINALLY. MY HOME WAS MODIFIED WITH A SHORT APPRECIATION MORTGAGE OPTION. HOME WAS SOLD ON XX/XX/XXXX. I WAS FORCED TO PROVIDE A NEW ROOF ON THE HOME BEFORE IT WOULD PASS INSPECTION FOR XXXX OTHER CAPITAL UPGRADES INCLUDE NEW FLOOR ING {$5200.00} HVAC {$3900.00} NEW KITCHEN {$12000.00} PEST CERTIFICATE {$2800.00} PAINT {$800.00} FENCE {$3000.00} I ALSO PAID THE ORIGINAL OWNERS A BALANCE OF {$35000.00} ON THE HOME THEY SETTLED THE APPRECIATION MORTGAGE AND DID NOT GIVE ME ANY CREDITS FOR ALL OF THE UPGRADES TO CLOSE ON THE HOME. THEY DID NOT GIVE ME ANY AT ALL.
Company Response:
State: CA
Zip: 93710
Submitted Via: Web
Date Sent: 2019-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 at approximately XXXX XXXX, I called the consumer advocate number for a PHH representative at XXXX and talked with Mr. XXXX ( ID number XXXX ). The purpose of my call was to request a letter from PHH ( Ocwen ) stating the reason my sister, XXXX XXXX name was removed from our account. # XXXX. I was told that I would receive a hard copy ( letter ) within 15 days. As of today, XX/XX/2019 I have not received said letter. My sister passed away last year but she has an estate in place.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10469
Submitted Via: Web
Date Sent: 2019-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX XXXX is attempting to complete a short sale with PHH. XX/XX/XXXX XXXX XXXX called PHH and asked for a short sale update, PHH said the short sale is under review and the appraisal has been ordered and to call back next week. XXXX XXXX called back XX/XX/XXXX with the same response. XXXX XXXX called back XX/XX/XXXX, PHH said the file is not under review for a short sale but under review for a loan modification even though the borrower is deceased and the home is vacant. XX/XX/XXXX XXXX XXXX called PHH and they said the executor documents are not valid, the manager reviewed them and verified they are accurate and that was a mistake and he will updated the file. XX/XX/XXXX XXXX XXXX called in and PHH said the loan modification was reviewed and closed out, and now will be open for a short sale review and the appraisal will be ordered. XX/XX/XXXX XXXX XXXX called PHH and the file has been escalated and to call back in 2-3 business days. XX/XX/XXXX XXXX XXXX called PHH and they said the same thing. XX/XX/XXXX XXXX XXXX called PHH and they said the file can not be reviewed for a short sale because the file has to be reviewed for a loan modification first. The manager got on the phone and said that was a mistake and the file will be opened for a short sale and will be escalated to the case manager XXXX XXXX ( never received a reaponse ). XX/XX/XXXX XXXX XXXX called PHH and they said the file has to be reviewed for a loan modification before it can be reviewed for a short sale. The manager XXXX XXXX ID # XXXX said she is not sure if the file has been reviewed for a loan modification and will expedite the file to get moved into a short sale review. XX/XX/XXXX XXXX XXXX called PHH and they said the file can not be reviewed for a short sale as it needs to be reviewed for a loan modification first. The manager XXXX XXXX ID # XXXX said he personally escalated the file to get opened and reviewed for a loan modification, and the file has not been opened for a loan modification. Today he said he will open the file for a loan modification. Everytime I call in to get a short sale status updated the phone call is at least 1 hour or more. Can someone please help PHH follow short sale guidelines.
Company Response:
State: OH
Zip: 44094
Submitted Via: Web
Date Sent: 2019-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband called company, PHH Mortgage, on XX/XX/2019 to get payoff amount & paperwork to take the lien off of our home through the home equity line. That person said they would mail all the paper work & such within the next week. In the meantime, we received our regular monthly bill which had our pay off amount listed @ {$600.00}. I paid them {$600.00} on XX/XX/2019. For some unknown reason that payment was placed in " suspension '' for 1 month. On XX/XX/2019, I spoke with XXXX who stated she would take care of the problem & she did not know why the payment was placed in suspension. On XX/XX/2019, my husband spoke to XXXX, who said paperwork releasing the lien & signing off the loan had been faxed to us. However we do not have a fax so we know that was impossible. We told XXXX the payoff date would be no later than XX/XX/19. On XX/XX/2019, my husband spoke to XXXX for 20 minutes & got no resolution so he was transferred to a manager, XXXX, who said he would investigate & call my husband XX/XX/19. Never called. In the meantime, we " accrued '' an additional {$3.00} in " finance charges ''. I have NEVER had to work so hard to give a finance company money!! From XX/XX/XXXX until XX/XX/XXXX, & we still haven't received lien release or confirmation of additional {$3.00} we paid due to their delay!
Company Response:
State: AZ
Zip: 86406
Submitted Via: Web
Date Sent: 2019-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A