Date Received: 2019-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid 80 % of the remaining loan online for the XXXX and XXXX payments in XXXX I contacted them about the remaining {$78.00} PHH mortgage said they would mail me a pay off statement to the address I was currently residing, I never got one in XXXX I requested another pay off statement, I have since learned that they have reported delinquent payments on my credit report. I have sent them a cashiers check on the XXXX of XXXX to pay the balance and I have called again 2 days in a row to check the status, sat on hold transferred 3 times to finally get someone to tell me I would have to contact the research department because they can not find the check etc. This was an XXXX loan I have never been late on a payment and I try and pay it off early and my credit is suffering Over the last {$78.00} of the loan. Beyond ridiculous
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2019-10-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, My current mortgage servicer is PHH, previously called Ocwen. They are most likely looking to reassign my Mortgage. PHH states Im about 4-5 months behind, and that I still have a balance of a bit over {$18000.00}. I however believe my mortgage should actually be paid off. The original amortization schedule was due to mature in XX/XX/XXXX. I did however have an arrearage of a bit over {$19000.00}, when Ocwen took over my mortgage, from XXXX XXXX XXXX, in XX/XX/XXXX. Due to this arrearage, Ocwen altered the way my payments were divided between principle and interest, which more closely matched they way interest and principle would have been applied around 30 months prior. My payments followed this trend, ever since around XX/XX/XXXX. However, an organization called XXXX paid all my interest in arrearage, in lump sum payments. Ocwen never rebalanced my loan. I have paid around {$18000.00} excess interest, which should be applied to interest. I have drafted an Notice of Error, and Information Request Letters, which I plan on submitting to PHH. In an effort to slow things down, I am also going to submit an Application for Assistance, which PHH originally told be I had until XX/XX/XXXX to submit.
Company Response:
State: CA
Zip: 93274
Submitted Via: Web
Date Sent: 2019-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-30
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: PHH Mortgage Services # XXXX is reporting lates in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX that I should not have. I had paid this over the phone and was under the impression the payments went through, I did not know that the payments were not going through until I had my credit pulled and saw all the lates on my credit report. These lates are not my fault and they need to be removed off of my credit.
Company Response:
State: UT
Zip: 84106
Submitted Via: Web
Date Sent: 2019-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have PHH Mortgage Company. We lost our home to the camp fire on XX/XX/XXXX. Our insurance company sent us a check in our name and the mortgage companies name. We signed it and sent it in to PHH Mortgage company in XX/XX/XXXX. We continued to make payments throughXX/XX/XXXX. In XX/XX/XXXX we asked PHH Mortgage to take those funds and pay off the mortgage. The insurance company based rhe payment amount on the payoff statement PHH Mortgage company sent to us. I was told by PHH Mortgage company that the process was going to be started. In late XXXX I was called by PHH Mortgage inquiring about our mortgage payment. It was then that I found out they didn't pay off the loan. I was told that I was going to get a payoff statement. In early XXXX I was called again about missing mortgage payments. It was then that the process of signing an affidavit and sending it in was going to get the mortgage paid off. I was told that it was sent to me. I found it in the back of the last payoff statement. I signed it only to find on the next page sent it in.I needed to hsve it notarized. I called and had another affidavit sent to me. We had it notarized and sent it in. We were called again in XXXX for not paying our mortgage payment. It was then that I was told that the previous affidavit expired. I was sent yet another affidavit and we had it notarized again. This is XXXX. I had confirmation that it was received from the PHH Mortgage insurance department and that we needed to pay off the additional amount before the mortgage would be paid off. As I waited for yet the third affidavit I spoke to the PHH Mortgage insurance department who told me that the payoff amounts on the affidavits were wrong and that we didn't owe more than the insurance check that was sent in and placed in an escrow account back in XXXX. In fact the check was more than the payoff so we were sent the difference, a check for over 3k. I have spoke with PHH Mortgage Company several times who states that we need to sign another affidavit for the current payoff amount. We have been asking to speak with managers only to be told they are not available and will be called 24 to 48 hours. We spoje with a supervisor today who spoje in circles and did not honor our requests and told us that they only follow their current processes. HELP!!! Now they have threatened foreclosure on a house that no longer exists and have damaged our credit.
Company Response:
State: CA
Zip: 959XX
Submitted Via: Web
Date Sent: 2019-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 1 ) The mortgage servicer PHH Mortgage has accepted and confirmed the submission and that the file for XXXX XXXX was complete and no further documentation was needed or required on two occasions with PHH Mortgage. The 1st date of complete mortgage assistance package confirmation was XX/XX/2019 by Mr. XXXX ext. XXXX. The 2nd date was XX/XX/2019, which was confirmed by via phone conference with PHH Mortgage representative, XXXX ID # XXXX on XX/XX/2019. 2 ) PHH Mortgage on XX/XX/2019 then states by verbal communication, that the file was not complete and still needed additional documents to be sent. This places Mr. XXXX review of mortgage assistance within 6 days of an unwarranted sale date that was put on record for XX/XX/2019. The sale date of XX/XX/2019 was put on record while the file was in review and final review. However more than the two dates mentioned above PHH Mortgage has stated the file being complete only to then, come back later and ask for more conditions, all while continuing the process and scheduling of a foreclosure date.
Company Response:
State: VA
Zip: 22150
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband and I were with another mortgage company. It was bought out by PHH Mortgage Services. We sent in one check to be applied to two loans with the company. After PHH had received three of our checks we received a notice in the mail about foreclosure on one loan. We called and talked to someone and they said it would get fixed. My husband was told that we had to submit another check for the other loan acct so we did. Next month after another notice of foreclosure showed up. When I tried calling they said i wasnt on the acct so i couldnt do anything until my husband called in to get this fixed. So he did and he talked to someone about fixing the issue of the supposed debt. PHH reps have told us over and over at least 20 times if not more that this will get corrected and it hasnt been corrected. I just spoke to a lady 2 weeks ago and she said we missed the first payment. Even though the other loan was paid. So upon talking to her she told me the payment for the default loan was just gone and there was no proof that the money was there to pay it. So i told her the check number and told her to look up the other acct and see what was paid toward that the first month. So she finally saw that there was extra money put on that acct. She said she would correct it. Well just today received yet Another statement from them saying we have a late charge applied to our acct. I have tried 4 times today to contact them and there is technical difficulties with their phone. I know our credit is being affected by this along with our home. We can't afford an attorney to take care of this and we shouldn't have to it is PHH 's Fault on this.
Company Response:
State: MI
Zip: 498XX
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear Attorney General, PHH Mortgage, formerly Ocwen is the service provider of my mortgage relating to XXXX XXXX XXXX in XXXX, CT. For several years Ocwen mishandled my mortgage and has caused me extensive amounts of suffering, lost work, stress, anxiety and financial loss. My most recent situation is pertaining to both a loan modification request and an insurance claim which calls for repairs on the home which need to be completed before the property can be rented. The rental payments are normally transferred over to the mortgage companies for the mortgage payment and I keep {$0.00} of those funds for myself. PHH is a very fragmented organization with phone support spanning across the globe thus resulting in a great deal of misinformation and extremely confusing and inaccurate information being communicated, captured and processed by each of the members of there support team. I have documented the plethora of mistakes made by the company which have resulted in continued delays and strains on me as consumer/borrower. Each and every time I speak to someone at PHH regarding the status of an insurance check which I have requested an exception to complete private repairs ( as they are all surface level updates such as laminate floor replacement, floor refinishing and general cleaning, PHH presents a NEW or additional reason to reject the claim based reasons never before communicated, thus causing me to work more for theam, spend more time out of my life as single father and also prove to them that they have made MORE mistakes regarding my account - all of which they have admitted to and simply apologize for after all is said and done. This has held me in a constant cycle of producing, sending and following up repeatedly on each task they assign me, only to be rejected again for another reason or because their company made an error in processing my requests ... such as indicating that I have a dispute with XXXX XXXX, which I have never communicated with or had any relationship with at all - resulting in 3 hours out of my day trying to convince PHH that the information in their system regarding XXXX is complete false. Then I am told they need to resubmit the request and it's been another week out of my life waiting and following up so that they can then again reject the request for another, never before communicated reason which demands an inspection on the clean up steps I carried out with the original distribution. I know foreclosure is likely looming and PHH has made it IMPOSSIBLE for me to complete the steps necessary to prevent foreclosure and ultimately resolve the issues for both myself and PHH Mortgage.
Company Response:
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH Loan # XXXX I applied for a disaster forbearance XX/XX/XXXX due to the winter disaster of XXXX. I was approved for XXXX, XXXX & XX/XX/XXXX. I paid all. Than rolled over to a temporary loan mod for XXXX, XXXX & XXXX, XX/XX/XXXX sending my Quitclaim Deed with all filings. I paid all. Filed all of the paperwork in XXXX for a loan mod that started in XX/XX/XXXX with first payment XX/XX/XXXX. I was approved. I have been paying {$2100.00} ( amount of temporary loan mod as well ) for the loan mod monthly. I was told at the end of XX/XX/XXXX that my signature did not have my middle initial on said loan docs. I sent in ( notarized ) documents with middle initial XXXX XXXX. I was once again told that it was approved by my case manager. At the end of XX/XX/XXXXI was told that PHH had not received my Quitclaim Deed. I had sent a Quitclaim Deed with every filing. I sent another copy and PHH found the 1st & 2nd copy in the file during that phone call. I was told today XX/XX/XXXX that my documents were not approved because PHH does not accept Quitclaim Deeds any longer for Loan Mods. I have called PHH every week asking for my documents and was assured that my loan mod was approved but that my documents were not ready for sending out. At no time was I told that PHH had changed the procedures of not accepting Quitclaim Deeds until today. Nor was I told that my Loan mod did not go through until today. I have repeatedly asked for my case manager to call me without return phone calls. I left a message today for his supervisor but as of yet I have not received a phone call back! Please help!
Company Response:
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2019-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/2019 I started a loan modification with PHH Mortgage. Their terms are 3 trial payments at an amount similar to what the modification amount may be, then a permanent monthly payment is established after the terms are accepted by both parties. I made the 3 trial payments and called on XX/XX/2019 to make a payment for XX/XX/XXXX, but had not received the final modification paperwork. I was told by the representative that I did not owe a payment for XX/XX/2019 as the modification had not been completed yet. I received a letter on XX/XX/19, dated XX/XX/19 that the modification was approved and that I now owed a XX/XX/XXXX payment of {$780.00}, as I was preparing to make a XX/XX/XXXX payment. I did not have the funds to make that payment and a XX/XX/XXXX payment so I paid {$780.00} for XX/XX/XXXX, and was immediately behind on the XX/XX/XXXX payment as I could not pay another {$780.00} immediately. I phoned to make a payment arrangement for that amount due to the short notice and was denied. In the meantime, I was receiving monthly statements indicating that the monthly mortgage payment due was {$910.00}, not the {$780.00} that was agreed upon in the modification. I have 16 documented calls to PHH Mortgage from XX/XX/2019 to today, but made many others, regarding this matter. Apparently, less than 30 days after the modification was approved PHH did an Escrow Analysis on the mortgage. I've not ever seen this document, nor have I received it after asking 3 time to have it sent to me. This is to be included in the Loan Modification as indicated in Item 3, Page 3 of the Modification document I signed. Each representative I spoke with stated that the online amount just had not been updated by the Modification Department and that they could see that my monthly payment was modified to {$780.00}. I continued to make that payment and had the mortgage what I believed to be current by XX/XX/XXXX. In the meantime, my mortgage is reported as late to the credit bureaus, my credit score has dropped 120 points and I am no longer eligible for a conventional mortgage. I was intending to move shortly and have been diligently working on my credit rating, which is why I modified the mortgage. To date, the mortgage is still reporting as past due. On XX/XX/19 I finally spoke with a Representative ( ID : XXXX ) in the Home Retention Department who stated that the Escrow Analysis done in XX/XX/2019 was done in error as it was included in the Modification. They do the analysis and spread those funds throughout the mortgage to arrive at the monthly payment. He stated he would correct the loan and my payment would return to the agreed amount of {$780.00} beginning with the XX/XX/19 payment. I logged on to make that payment, and it is now showing a monthly payment of {$790.00} I am not going to make an issue out of a $ XXXX/month increase in the payment, however my most recent statement is the first I'm seeing this figure. The reason for this complaint is that the mortgage now shows monthly past due charges for XX/XX/XXXX-XX/XX/2019 and a past due amount of {$340.00}. This amount came to be due to the mortgage payment owed ballooning to $ XXXX/month and me paying {$780.00}, leaving an unpaid amount monthly of {$120.00}. PHH Mortgage has been applying my payments to the oldest unpaid amount and hold the remainder in a suspense account until the full mortgage payment is funded, then they apply it. I currently have {$480.00} in my suspense account from my last payment. Today I phoned and was advised that regardless of this being an error made by PHH Mortgage, there is no solution to bring this account current unless I pay the past due amount of {$340.00} plus the new mortgage amount of {$790.00} by XX/XX/19. If the reason I'm in this position is as a result of PHH Mortgage 's error, then how is it that I still owe past due funds? Had the error not been made, I would have been underpaying monthly by {$6.00} ( agreed amount {$780.00} minus the new amount of {$790.00} ) and would have corrected that immediately. I was advised that my only options are to pay the past due amount or re-modify the loan so they can roll those funds into the new amount owed. I was also advised that no further changes will be made now that the error has been corrected. They state they are very sorry for the error but nothing can be done about the past due amount nor the credit reporting. I am literally being held hostage by this error - I do not have the funds available to pay the past due amount I never actually owed, I can not refinance, obtain a mortgage on a new home, nor refinance anything else due to the drop in my credit score. " We're sorry '' isn't fixing this issue. Any assistance you can offer would be greatly appreciated. I do not feel as though I should be enduring additional financial hardship as a result of trying to make the loan more affordable and their obvious and admitted error. I've done my due diligence in making payments on time and trying to correct errors. Their research department averages 45 days to respond to " research '' issues which added to the length of this issue exponentially.
Company Response:
State: PA
Zip: 18052
Submitted Via: Web
Date Sent: 2019-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Called For A Reconveyance statements and tax statements, Phone calls go Nowhere they say no account in system? Prior Phone Number goes from OCWEN to PHH Mortgage. When I call for reconveyance Department they say it no longer accepts calls? Goes back into regular phone system. No Customer service or account availability to resolve issues
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A