Date Received: 2019-10-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have tried to fix the problem first with Ocwen Loan Servicing now PHH We applied for a Loan Modification and was approved, and accepted with the understanding that we did not want a Ballon Payment at the end of the Loan. I have gone through this two times with Ocwen. I received an offer that I decided to take from Ocwen just before the transfer to Ocwen 's new company name PHH. I have tried to get PHH to understand and even faxed to them the offer that Ocwen made to me before the transfer. I sincerely hope that you can help us make sense out of what is going on with our account now that it is with PHH who claim they have nothing concerning the Modification offer that we decided to take. We don't want to be in foreclosure. Please help us. Thank You
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11553
Submitted Via: Web
Date Sent: 2019-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX, Fri., XXXX XXXX. C.S.T. I am resorting to this format in order to let CFPB know of my ongoing problems with the Ocwen and PHH mortgage companies. It is my understanding that Ocwen is the parent company, and PHH is a subsidiary of Ocwen. I would have used your feedback feature but was unable access it online. On XX/XX/2019, I emailed Ocwen that I could no longer afford to make mortgage payments on my cabin in XXXX, Michigan. The Ocwen relationship manager chatted with me by phone and recommended I enter into a deed-in-lieu-of-foreclosure process. His description of how that property surrender would work sounded good to me, and I agreed to doing the DIL. The relationship manager told me to make no more payments and send no more bank statements. In XX/XX/XXXX, I was contacted by an Ocwen rep who told me my cabin would be given an " external evaluation '' ( a walkaround ) in a week or so, after which the DIL process could be completed. However, shortly after, I began receiving mortgage payment requests ( going back to XX/XX/XXXX ) and was told that PHH was my new mortgage company, my mortgage had a new, PHH-assigned number, and a PHH relationship manager had been assigned to my account. I wrote to that man and explained that I had entered into a DIL process with Ocwen, and also asked him if he had any paperwork from Ocwen on that matter. He did not answer back. So, I wrote to PHH 's Escalation Group, which also did not trigger a response. I additionally wrote to the PHH Office of the Ombudsman, and got no response there, either. It certainly appears to me that Ocwen now has no intention of pursuing the DIL process with me, and I have formed a very negative opinion of both Ocwen and PHH. I would greatly appreciate hearing from someone at CFPB about this whole matter. Thanks, folks!
Company Response:
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Switching Servicer ( s ) ( Ocwen to PHH to XXXX ) during a loan modification : 1 ). Original complete loan modification application was submitted, received, and acknowledged by Ocwen ( see attachment ), 2 ). Switch ; Ocwen to PHH on or about XX/XX/2019, 3 ) Switch ; PHH to XXXX on or about XX/XX/2019 ... 3 servicers switches during the last 6 months. This " switching '' caused NO SINGLE POINT of contact as provided by California Civil Code Section 2923.7. During this " process '' repeated phone calls, messages, long phone waiting times, dropped calls, being " transferred '' to other customer service reps and/or escalation managers ... I did NOT have a single point of contact and/or a decision maker made available to be by Ocwen or PHH or XXXX. In fact my only source of updates as to my foreclosure status was directly with XXXX XXXX as evidenced by the attached XXXX XXXX customer service reps emails. Dual Tracking - Foreclosure Ban : Ocwen, PHH and XXXX have continually and willfully violated California Civil Code Section ( s ) 2923.6, 2924.11 & 2924.18, the prohibition of " dual tracking '' contained in the Homeowners Bill of Rights ( HIBOR ) when they ( Ocwen, PHH XXXX XXXX XXXX conducted a scheduled foreclosure ( Trustee 's Sale ) of my home. I DID NOT receive any written loan modification decision from Ocwen or PHH or XXXX. The XXXX letter dated XX/XX/2019 ( see attached copy thereof ) was the FIRST mention of a Trial Period Plan that I was made aware of. As such, I did not have my legal rights to review said loan modification ( 14 days ) and/or appeal said loan modification decision ( 30 days ). Moreover, I was informed by XXXX XXXX " trustee sale date was cancelled with no current sale scheduled '' and by said XXXX letter " As of the date of this letter .... there is no foreclosure sale scheduled. '' Clearly, deceptive business practices as a Trustee sale notice was recorded on XX/XX/2019 ( see attached copy ). " Rest assured, we are here to assist you with any questions or concerns you may have " ( XXXX letter dated XX/XX/2019 ) is a false statement. Verification of right to foreclose - I have not yet been provided with requested written verification from XXXX pursuant to California Civil Code Section 2924 ( a ) of legal rights to foreclose against my home. Robo-signing banned - Pursuant to California Civil Code Section 2925.17, I have NOT yet received requested written verification of the accuracy of said foreclosure documents. My legal rights under Federal and HIBOR laws have been continually violated in plain sight by XXXX with no remorse or accountability.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92692
Submitted Via: Web
Date Sent: 2019-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Filed chapter XXXX to stop a second foreclosure. Paid {$550.00} a month to the trustee for 4 months. The plan was all in place. PHH refused to work with the Chapter XXXX plan so they dismissed my case. And my attorney took off so this did not help me in getting back in to court. What good is filing a chapter XXXX if PHH is not forced to work the plan. So now they want to foreclose on me again. I just received my final report from Bankruptcy.
Company Response:
State: WI
Zip: 535XX
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: There is a mortgage that is reporting with PHH Mortgage Services that has been closed for over 10 years. For some reason it continues to report and reports as opened. This is not an active account. It's been disputed several times and it still is not resolved.
Company Response:
State: TX
Zip: 76017
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX - I set up a 3 month payment plan to bring my 2nd mortgage current. It consisted of 3 consecutive payment to be made in XXXX, XXXX, & XX/XX/XXXX. After making the XX/XX/XXXX payment my account would be current with the next payment due by XX/XX/XXXX. ~ between XX/XX/XXXX - XXXX - I received a statement from PHH stating that I owed {$410.00} ( current mortgage plus {$26.00} in late fees ) on XX/XX/XXXX. This made no sense to me since I had made my XX/XX/XXXX on XXXX which showed on my statement ; however, PHH failed to apply that payment appropriately. - ~ XX/XX/XXXX - I spoke with XXXX ( id - XXXX ) who informed me that he would get the payment applied properly. > XX/XX/XXXX - I received another bill from PHH stating that I was two months behind on my mortgage and owed {$790.00} by XX/XX/XXXX. This statement showed that the {$410.00} had been applied to the principal. - I called PHH again and spoke with XXXX ( id - XXXX ) who informed me that she would get this fixed and reversed. - XXXX - I called PHH and spoke with XXXX ( id-XXXX ) to follow up on correcting the previous errors made by PHH. He put me on hold for 25 minutes and then somehow I was disconnected. - XXXX - I called PHH back after the disconnect and spoke with XXXX ( id-XXXX ) to follow up on correcting the previous errors made by PHH. She stated that XXXX had entered the wrong information and my payment was still not applied appropriately. She said she would request a reversal so that the funds would be applied correctly to my account. XXXX - I called PHH again to follow-up on the reversal request - after being on hold for 30 minutes I finally spoke with Mahvette ( id-? ) who informed me that the reversal request was rejected with no reason given. She offered to transfer me to an Escalation Team Member - to take no longer than 7 minutes. XXXX transferred me to XXXX ( id - XXXX ) who told me I needed to speak with an Escalation Manager. After being on hold for over 40 minutes, I was not able to speak to a manager. XXXX offered to have them call me back ( expected response time 24 - 48 hours ). I also requested the direct number to Escalation ( XXXX ) XXXX in case I wanted to call them myself instead of waiting. He apologized for the wait. He also checked on me periodically while I was on hold. I have been trying to resolve this issue with PHH for over a month to no avail.
Company Response:
State: SC
Zip: 29045
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-17
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: OCWEN LOAN SERVICING and XXXX XXXX XXXX are foreclosing on my property 1. the case is still active in the appeals court awaiting response 2. there is a hearing on XX/XX/2019 in state court and XXXX is foreclosing on XX/XX/XXXX 3. OCWEN BECOMES PHH in XX/XX/2019 While WE WERE IN litigation 4. statements of offer to pay are coming from PHH 5. PHH would not tell me who they are THEY ONLY WANT TO CONSPIRE TO TAKE MY PROPERTY. 4. PHH/OCWEN would not respond to any offer of settlement. 5. PHH/OCWEN would not offer any modification or any type of settlement so me and my family can stay in our home.
Company Response:
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2019-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We are in the midst of a loan modification ( mailed XX/XX/19, emailed XX/XX/19 and mailed again XX/XX/19 ) and today received notice of foreclosure and scheduled sheriff sale!!! I thought this was not legal?! We are in the midst of the modification and I have been actively communicating with PHH. I let them know the paperwork was coming more than 7 days ago ( the day it was first put in the mail ), resent by sending scanned and emailed the documents on XX/XX/XXXX and then put them in the mail *again* today XX/XX/19. PHH is dual tracking. They are predatorily pushing us out of our home and wreaking havoc on my family. I have already submitted a complaint about their unfair and incorrect attempt at ignoring our original loan modification, which was approved by Ocwen before PHH took over. That is a separate complaint ( XXXX. ). They required us to re-apply for the modification after I spent 5 months trying to correct the problem, which was their mistake and was met only with calls they had me on hold for up to two hours! XXXX And now they are pushing us out while we are applying for a new modification ( and they know full well that our circumstances have changed and will make it harder for us to get approved for a modification! ) Please please help get this company on the straight and narrow. Please help us save our home. We are not without money, we are honest hard working people who have suffered great hardships and have tried to kept an open dialog with PHH. I have attached the notice of the Sheriff sale from today 's mail. I have also attached the a a c t i v e mortgage modification application
Company Response:
State: MN
Zip: 55110
Submitted Via: Web
Date Sent: 2019-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-17
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: My bank won't refund my XXXX dollars and XXXX cents
Company Response:
State: NV
Zip: 89408
Submitted Via: Web
Date Sent: 2019-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: OCWEN FORCLOSED ON THE PROPERTY WHILE I WAS IN THE MIDDLE OF A LOAN MODIFICATION WITH A HUD COUNSELER FOR THE STATE OF MARYLAND THERE WAS NO MITIGATION OR MEDIATION OFFERED AS REQUIRED BY MARYLAND STATE LAW. XXXX AND XXXX WAS THE TRUSTEE A COMPANY THAT HAS ALSO BEEN SUED FOR THIS PRACTICE AS WELL IAM STILL IN THE HOME THERE HAS BEEN NO LETTERS OF EVICTION OR ANY NOTICE TO LEAVE
Company Response:
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2019-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A