Date Received: 2019-11-02
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I am still being reported as late to the credit bureaus which is preventing me from obtaining a loan to get away from PHH/Ocwen. I filed a complainant once with CFPB and the issue was partially corrected but not completely. There is still a missing payment that is not being applied to my account. check number XXXX dated XX/XX/2019 in the amount of {$410.00}. I have attached a copy of this check. Again ; this company does not follow up through and upon attempting to reach someone for assistance ; all I get is that they will report it. Also ; per the companies response to the last complain ; the derogatory mark indicating that I was late on a payment is still an issue on my credit report. This MUST be removed from ALL CREDIT REPORTING AGENCIES. Please follow through on my requests.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75227
Submitted Via: Web
Date Sent: 2019-11-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 8 years overpaying escrow first Ocwen then PHH know XXXX XXXX.Making payments {$720.00} month escrow. Taxes {$3000.00} Insurance {$3500.00} a year total {$6600.00} actual .I been paying $ XXXX.Overpaying {$2100.00} a year for total {$17000.00} not including compound interest.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2019-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My local XXXX XXXX XXXX collector issued a refund of past taxes for years XXXX and XXXX. At that time, I had a mortgage with XXXX so the tax collector sent my refund to XXXX. XXXX recognized that they had sold my mortgage to PHH and sent the four checks, totaling {$3500.00}, to PHH.l I have contacted PHH numerous times to include three faxes sent to XXXX and a registered letter tot heir Customer Research Department asking them to send me my tax return. ( inquiry numbers XXXX ( 39 ) and XXXX ( 66 ) They have sent me a fax and a letter saying they are unable to locate my account. I sent them copies of the checks that XXXX ( XXXX ) sent them. They say they have no account number for me and are unable to locate the funds. I do not have an account number with PHH but have provided the property address and my social security number. They have my money and I would like you to help me get it back. In addition to what I state above, I have spent hours on the phone and they say I can't speak directly to the Research department nor do they have a direct phone number. They only have a fax number. Please help me.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2019-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Around XXXX I received a letter from XXXX ( A XXXX XXXX Company ) offering me a loan modification to increase the term of my loan to 40 years which would reduce my monthly payments making them more affordable and helping me avoid foreclosure. I called them and accepted their offer and made the 1st of three trial payments that were required under the terms of the modification. During that same month I receive a letter letting me know that the loan was being sold to PHH Mortgage and as of XXXX I would need to deal with them. I called that company during XXXX to ensure I made the 2nd required trial payment. It wasn't until XXXX that I was able to make the 2nd trial payment. However, during that phone call, the representative attempted to confirm payment of the previous loan payment amount, but when I was asked to confirm the amount and give my permission to run it, I informed them the payment amount was not correct. They fixed it, asked me to confirm the amount, and I confirmed the updated amount was correct and gave my permission for them to run it. The call ended with the representative taking my phone number to have someone from their company call me to discuss the loan modification made by the previous loan company. The next day, XXXX, I checked my bank account to find that they had no only run the correct payment which I confirmed and approved, but had also run the incorrect payment which I did not confirm nd approve. So I called them about it and they said they could possible credit the account but it would take up to 5 business days and they would most likely send a check if it were credited. I live pretty close to even and having a bank account that was in the red for around {$800.00} at that point meant I would have to pawn property, borrow money, etc. to buy gas, food, pay other bills, and generally make ends meet until a credit was approved and a check was mailed and received, if they actually approved the credit in the first place because they couldn't even confirm the loan modification was made to my account as agreed to by the previous loan company. In the end, the only way I could stop the payment was to have my bank reverse it which cost me money to do.
Company Response: Company believes complaint is the result of an isolated error
State: UT
Zip: 841XX
Submitted Via: Web
Date Sent: 2019-11-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX XXXX is attempting a short sale with PHH. Over the past few months XXXX XXXX has been calling in to get a status on the short sale. The seller is deceased and the correct executor documents have been send to PHH and reviewed and accepted. The file was reviewed for a loan modification and denied XXXX. When XXXX XXXX called in XXXX, XXXX XXXX was told the short sale was initiated and the appraisal was ordered. XXXX, PHH said the short sale has not been initiated and the appraisal has not been ordered. The manager said he will initiate the short sale and order the appraisal. XXXX PHH said the file has not been reviewed for a loan modification yet and needs to be reviewed for a loan modification, the manager got on the phone and apologized as XXXX XXXX was given the wrong information again and the short sale will be opened for review and the appraisal will be ordered. XXXX. PHH said the short sale has not been initiated yet, but has been escalated and the appraisal will be ordered. XXXX PHH said the file has to be reviewed for a modification and can not be reviewed for a short sale until the file has been reviewed for a loan modification, the manager XXXX XXXX ID # XXXX said the file has not bee opened for a short sale and she will escalate the file to be opened for a short sale and for XXXX XXXX to call back in 2 days. XXXX PHH said they don't have the executor documents and can not move forward with the loan modification until they have the correct executor documents. The manager XXXX ID # XXXX said that he doesn't have the executor documents that were sent in XXXX and XXXX. He looked into the file and he does see that PHH has the executor documents. He said the file will be opened for a short sale and the appraisal will be ordered. XXXX XXXX has been told that multiple times over the past 4 weeks from multiple managers. Can someone please help?
Company Response:
State: OH
Zip: 44094
Submitted Via: Web
Date Sent: 2019-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our VA loan was sold to another company. Since PHH Mortgage has taken over our loan they dont apply payments correctly, we have confirmed delivery of check before due date, the company refuses to accept any form of payment that isnt a money order, they hang up a lot, dont speak XXXX well, apply fees when they have payment, they say they returned the payment/check but dont have proof, they told us they were going to return fees {$83.00} do a credit exsponge to fix how they have made our credit drop 200! Points because they are reporting we never pay but we do. Please help we spent 6 hours on the phone and this company promised all these solutions then sent letters saying the opposite and Denied every having talked to us but we have phone records bank statements etc
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: 680XX
Submitted Via: Web
Date Sent: 2019-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was with XXXX XXXX, when the housing market crashed XXXX XXXX XXXX bought XXXX XXXX and sent to a servicer PHH. They, PHH Started placing harassing phone calls with me on the XXXX of the month when my mortgage isn't even due till the XXXX of the month. They charged me late fees on the first of the month as well as " Fees '' and " other Fess '' which they would take out of my on-time mortgage payment. After they would misappropriate the funds they would then place the remainder of my mortgage payment into a suspense-account then report to all three credit Bureaus that I was not making the full payment. When I called them out on this they claimed I also had a shortage in my impound account. They took an entire mortgage payment in " Fees '' then claimed I didn't make the payment at all. When I showed them the Electronic payment information from my Banking institution they then claimed they never received it and that I had to make two payments in order to be current. Mind blowing .... They have erroneously taken through the years thousands of dollars from me they are not entitled to. They have tanked my once XXXX credit score into the mid 500 's as they report to the credit bureaus inaccurate info. When I contacted all three credit bureaus it ceased for 30 days but then PHH verified it was true and correct again. It's a repetitive cycle .... They have me over 30-days late for years now. I've never missed a payment or been 30-days late in the 16 years I've owned this house, which I purchased in XX/XX/XXXX when I was XXXX XXXX in the XXXX XXXX, of which I Retired in XX/XX/XXXX with 24 years service. I can't even refinance my house to get out from under them ... I asked for payment history and they sent me a deed in lieu three times. When I finally received the printout which I had to use a magnifying glass to read because the print was the size of Tom Thumbs fingers, you can see the blatant fraud from their own records. 49 states Attorney Generals have sued PHH for Servicing Fraud already ... They continue the same practices. I have filed complaint with AZ Attorney General as well as Consumer affairs. I am seeking Counsel ... I'm not going to lay down and take it anymore. Something has got to be done about this Company ....
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85365
Submitted Via: Web
Date Sent: 2019-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: FRAUD AND DECEPTIVE PRACTICES PHH AND OCWEN MORTGAGE SERVICING Nevada Division of Mortgage Lending Issues Cease and Desist .. to Ocwen Financial and Trustee sale Scheduled for XX/XX/2019 More than 20 State Mortgage Regulators, including the State of Nevada Division of Mortgage Lending ( MLD ), have issued simultaneous regulatory orders or charges to subsidiaries of PHH/Ocwen Financial Corporation to address violations of state and federal laws including the mishandling of consumer escrow accounts, unlicensed activity, and a deficient financial condition. Mortgage escrow accounts are utilized to pay taxes and insurance and hold borrower funds that the company is entrusted to appropriately disburse. The majority of orders, including the order issued by the Nevada Division of Mortgage Lending, prohibit the acquisition of mortgage servicing rights and the origination of mortgage loans until the company is able to prove it can appropriately manage its existing mortgage escrow accounts and prevent harm to consumers. The Divisions order was issued as a result of the culmination of several years of multi-state examinations and monitoring that revealed the company has mismanaged consumer mortgage escrow accounts. PHH/Ocwen services the mortgages of approximately 17,234 borrowers in Nevada. The Division joined in this action today to protect Nevada homeowners, and will continue to work in concert with both the Consumer Financial Protection Bureau and the Conference of State Bank Supervisors to make sure PHH/Ocwen is held accountable to borrowers. This is now a large federal and multi-state action, but the Divisions first obligation is to safeguard Nevada borrowers and provide as much information as we can as this process develops, said Division of Mortgage Lending Commissioner XXXX XXXX. NOTICE : State Mortgage Regulators have been closely monitoring PHH/Ocwen throughout the last year. As identified in many of the state orders, the regulators became increasingly concerned with PHH/ Ocwens handling of consumer accounts, apparent unlicensed activity, and the companys ability to manage itself as a going concern. This situation left regulators with little choice, but to file enforcement orders against the company. Property Information : Account Number XXXX PHH/Ocwens Case Number XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX, Nevada XXXX Summary : There is evidence of Fraud regarding the Escrow and the illegal activity of PHH/Ocwen Regarding Violation Of the US District Attorney regarding violation of Matrix 's This includes the metric argument, the prior wrongs with how they handled your loan modification requests, and we want to submit a request for a new loan modification because we want to argue that they cant foreclose while a loan modification request is pending. We will of course argue that the expiration of the statute of limitations on the note impacts the deed. There is a foreclosure sale and Auction scheduled for XX/XX/2019 which was issued while in appeal. The Foreclosure and Auction Date is fraudulent and as issued in the Appeals letter that 30 days is sanctioned for appeal and all foreclosures and or Auctions will not be enacted during the Appeal Stage. A CEASE AND DESIST WILL BE ISSUED BY THE XXXX COUNTY COURT AND FURTHER LITIGATION MUST BE PURSUED UNTIL THE FAULTS AND ILLEGAL ACTIONS ARE RECTIFIED AND ACCORDING TO CFPB AND STATE BANK SUPERVISORS. On XX/XX/XXXX and the XX/XX/2019, a phone call was placed to PHH/Ocwen, stating that an appeal has been drafted from the office of Attorney XXXX XXXX XXXX. Criminal Law, and the oral submitted response puts an automatic hold on any proceedings of foreclosure and auctions that were illegally filed into the XXXX County Records while violating the 30 day response time given for rebuttal. This illegal violation of sending out notices of foreclosures and auctions slated for XX/XX/2019, preceded the required written/oral 30-day time limit established for a written or oral response to the foreclosure and auction which was scheduled for XX/XX/2019. The CFPB ( Consumer Financial Protection Bureau ) has been made aware of PHH/Ocwens illegal procedures of foreclosures during an appeal process for XXXX. XXXX XXXX property as listed above, is in direct violation and has intervened into the investigation of their illegal practices and the US Attorney General XXXX XXXX, along with the State of Nevada District Attorney General XXXX XXXX, have thorough knowledge that PHH/Owens violation of Nevadas Mortgage Foreclosure Act and irresponsive mortgage modification determinations have eroded the and breached the covenant of good faith and fair dealing. During the call to PHH Dated XX/XX/XXXX with all emails and faxs sent to PHH/Ocwen and XXXX XXXX XXXX, it was determined that there would be a Letter of Termination of Auction Schedule for XX/XX/2019 sent to all Government Agencies listed on this document, that will establish that the Auction was Suspended. ALSO, there would be Termination of all references to the Auction and Photos of the Property to be taken down from ALL sites that advertise Auctions, XXXX XXXX, XXXX and others that are not listed here. To Re-establish, a Letter of Auction Termination, was to be sent and issued to XXXX XXXX Criminal and Mortgage Fraud, ATTORNEY GENERAL OF NEVADA XXXX XXXX, Attorney General XXXX XXXX U.S. Department of Justice, Office of the Inspector General Evaluation and Inspections Division and STATE OF NEVADA DEPARTMEN T OF BUSINESS AND INDUSTRY DIVISION OF MORTGAGE LENDING. *In the Recorded Agreement, there would be no continuation of the Auction to the next month and there would be no reference of Foreclosures and Auctions on any sites that advertises the illegal foreclosure. *It is advised that PHH/Ocwen contact your legal representative, XXXX XXXX XXXX XXXX and to be advised of THE CEASE AND DESIST ACTIONS TAKEN, terminating any immediate or future Foreclosures and Auction placed upon the said property, and to judge themselves accordingly as any noncompliance will result in Legal Actions taken against PHH/Ocwen and XXXX XXXX XXXX XXXX
Company Response:
State: NV
Zip: 89183
Submitted Via: Web
Date Sent: 2019-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: About 5 months ago I did a refinance with a mortgage company over the phone ... That process was fine. But they transferred my mortgage to an unknown company to me called PHH Mortgage address : 1 XXXX XXXX, XXXX XXXX, New Jersey ph : XXXX ( XXXX ) XXXX. This is when all the problems started. My main concern right now is that the way they process payments. I made a phone payment with a rep named XXXX he said they he used my existing card info to make a payment, I got a confirmation number. He said that the funds would be taking out in about 24 hours ... that time has passed and the funds are still in the account. I called my bank XXXX and they confirmed that there is no activity for withdraw I have been trying to call PHH to see what's going on and can not get anybody on the phone and place on hold for 15mins on average. Now this has spilled into my work and I can not stay on hold with them for this amount of time. So now I have to see why the payment did not go through ... and also make sure that they don't make ANOTHER transaction and double charge my account. - Web site is very poorly designed, very hard to navigate, they use their own banking jargon that is foreign to me -Payments are not successful, the way the process payments is poor. For example, they have double charged me previously -Very, very difficult to contact during regular business hours you can be on hold for up to 15mins or more, calls drop ... no call backs and they do not keep their word when they said they WILL send documents. I am waiting on a statement to be e-mail that I asked for days ago and still have not got the e-mail. -Main problems are : The web-site ( online payments ) Communications - Very difficult to get a rep online I am battling a XXXX XXXX illness and this is giving me great XXXX because I have to stay on them because there is no protection for the homeowner and they can add charges ... claim that they didn't get my payment. I am not in default with them but I can see it going downhill because of their processes and miscommunications. When I was with XXXX XXXX I never had this problem, took about 2 clicks to make a payment and done! I made this payment on XXXX XXXX ( online ) and still dealing with it. I just want it to be over with, my XXXX payment is coming up and I am getting the same anxiety ... I can not deal with this every month. I am trying to get a larger company like XXXX or XXXX XXXX to buy back my loan. I have been getting up extra early to contact my bank and mortgage company back and forth, missing out on large parts of my day, and XXXX XXXX by the end of it ... But I can not get tired or slip, because things can get out of control. Next goals : see the funds transferred get a new mortgage company ASAP!!
Company Response:
State: CA
Zip: 96002
Submitted Via: Web
Date Sent: 2019-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was recently ( a few months back ) assigned to PHH Mortgage. ( I'm fairly certain it was an assignment of the loan, as opposed to the servicing function, but I'm not sure. ) My complaint related to fees they're charging in connection with online and phone payments. They are also having recurring issues with their website payment portal. My previous mortgagee did not charge any fees for online payments. As soon as PHH got involved, they started charge {$7.00} for each online or phone payment. When I questioned them, their position is that I am electing to pay the fee by not paying via check or a recurring automatic payment ( apparently they don't charge the fees for those forms of payment ). All of their communications go to great lengths to reassure you that you've consented to the payment, and that they retain a portion of it and pay a portion to the third party service. PHH also has a buggy payment website. It works about half the time. Today, I tried to log on to pay my bill, but the site was down. On the call, they acknowledged the recurring problems and said they're working on it. Finally, I have questions about their escrow practices. The previous mortgage company would send me checks periodically because my escrow balance would exceed the maximum allowable limit they are permitted to hold ( which I believe they said was something like your estimated insurance and tax expenses over the next six months ). I have not gotten any refunds from PHH, and my payment has been going up. ( One increases was legitimate and happened in connection with an increase in my insurance premiums ... about {$100.00} increase in premiums for the year ). I can't explain the other increases. I don't have dates because I can't log onto their website, but I tend to pay me mortgage during the last few/couple days of each month. So, the fees have been charged near the end of each month for the past several months. Thanks for your help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 96001
Submitted Via: Web
Date Sent: 2019-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A