Date Received: 2019-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ga. XXXX XXXX XX/XX/2019 To Whom it may concern, My name is XXXX XXXX XXXX, and this is my formal complaint on Ocwen Loan Servicing and PHH Mortgage Services, on their practices in Notice of servicing Transfer. I received the notice in the mail on about XX/XX/2019, notifying me that starting, XX/XX/2019 PHH would become the new servicer for my account : Loan number XXXX. For the last ten years Ocwen Loan Servicing, had paid my homeowners insurance policy to XXXX, policy number : XXXX XXXX XXXX. The policy was paid through an escrow account once a year. After the transfer of service on XX/XX/2019, I received a policy statement for the first-time in 10 years, noting that the notice was for non-payment of premium. A second notice statement followed on XX/XX/2019, for, {$360.00}, a third notice XX/XX/2019, {$730.00}. It was obvious that PHH Servicing was not paying my homeowners insurance, from the {$1400.00} each month. {$580.00}, was the amount that was deducted for the property taxes and hazard insurance that was scheduled to be placed in the escrow account. On about, XX/XX/2019, I called PHH Services, customer care center, trying to reach my relationship manager, XXXX XXXX. I was informed they where busy and to speak to the next available agent. I spoke to this agent about my homeowners insurance not being paid. I was told I would get a call back after my complaint was given to the research department. The phone call never came. After speaking to at least 10 customer care agents and explaining my issue to each and every one of them ( language was a bearer }, I became frustrated, but called another day around XX/XX/2019. This time I insisted on speaking to a supervisor. I spoke to a floor supervisor named Mr. XXXX ( agent # XXXX ), I was told my account did not have an escrow account attached to the loan. Mr. XXXX followed through and called me back within 24 hours. I was told that I was right, nothing was being paid and someone would get back to me for a final resolution. No one ever called but they sent a partial payment, but no explanation to why this was happening. I am now researching my property taxes to see if there is any debt outstanding. In the meantime I received a notice of termination for non-payment from XXXX, with a final outstanding balance of XXXX ( XXXX is demanding payment ). In order to protect my home and property I did established a new homeowners insurance policy through XXXX XXXX started on XX/XX/2019 and show PHH Mortgage Servicing as the lien holder. To add insult to injury I now have another mortgage servicing company called XXXX, started XX/XX/2019. Thank you, XXXX XXXX XXXX
Company Response:
State: GA
Zip: 30024
Submitted Via: Web
Date Sent: 2019-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage was transferred to PHH mortgage from Ocwen Loan Servicing. I received a letter from Ocwen stating to start making payments to PHH mortgage. On XX/XX/XXXX I called PHH Mortgage and spoke to XXXX to inquire about a loan modification due to my employment contract ended XX/XX/XXXX. Before I called, I received a letter dated XXXX XXXX from PHH Mortgage stating I was behind 3 payment XXXX, XXXX, and XXXX. At that time I was not behind. This prompted my call and to also inquire about a loan modification since I due I was not going to be able to make my payments with only XXXX XXXX as income and my unemployment had not started. First, I addressed that I am not 3 months behind and I can provide my bank statements showing where my mortgage payment cleared my bank. Then I proceeded to inquire about the loan modification. XXXX told me it will take roughly 3 months for approval due to them being back logged. I called again on XX/XX/XXXX and spoke with XXXX to reiterate that my mortgage payments where made to Ocwen and I have my bank statements to prove my payments. She gave me a faxed number and I faxed my bank statements showing where my payments cleared my bank. I called on XX/XX/XXXX and spoke with XXXX ID # XXXX and asked if my bank statements were received. She said they didnt receive my bank statements. I advised I faxed to XXXX and for her to have my case manager XXXX to call me. I never received the call from XXXX. On XX/XX/XXXX I called PHH mortgage spoke with XXXX ID # XXXX to get status on the loan modification. She said it will take about 30 days to review my information that I sent. I called XX/XX/XXXX and spoke with XXXX finally ... I asked about status of my loan modification and he said I was approved and I must sign and agree with the terms by XXXX. He went over the terms with me and told me to fax the approval in. I advised I have not received the loan approval for me to sign. He said it was mailed to me. I asked when was it mailed and he said Tuesday. I asked this past Tuesday which is the XXXX of XXXX. He said yes. I said, if I have to sign the approval form by XX/XX/XXXX, Im not going to receive it before the due date if it was just mailed Tuesday. XXXX told me to send it in when I receive it. I strongly said and asked that our conversation be recorded and I asked XXXX again to make sure our conversation is recorded and I proceeded to recall what he told me which was ... for me to send in the form when I receive it although it will be after the due date of XX/XX/XXXX. He said yes, I can still send it in after the due date. Again, I said. This phone call is being recorded correct. He said yes! I received the form which was dated XXXX XXXX. I faxed it in XXXX XXXX and sent my payment of {$680.00} to PHH Mortgage on XX/XX/XXXX. XXXX XXXX, XXXX I received a return payment notice that my modification of {$680.00} has been returned back to me. XX/XX/XXXX I called PHH mortgage to speak to XXXX. He was on another call. Spoke with XXXX ID # XXXX and I informed him my loan modification payment was returned. He proceeded to tell me that it takes 30 days or longer for my paperwork to be reviewed. I informed him that according to XXXX my modification has been approved and I faxed in my form and sent in my payment of {$680.00} and it was returned. He transferred me to XXXX ID # XXXX. He, just like XXXX, had no clue of about the loan modification approval I received. He was reading the notes supposedly and he said your file is being reviewed and that I will receive a letter about my modification. Again, I explained my modification had already been approved and I sent in my signed approval form and first payment already. I asked to be transferred to XXXX since he is my Case Mgr and he is aware of my loan modification and prior conversations. He said XXXX is on the phone and he will have XXXX to call me. I waited and I didnt receive a call from XXXX the entire day. Today, On XX/XX/XXXX I called PHH Mortgage and got XXXX again finally. I informed him of my modification payment was returned to me and I asked why? He said because I didnt send in my payment and sign the form before the due date. I recalled our phone conversation where he iterated to me that I can send in the signed modification form once I receive it since it was going to be after the due date when I get it. He cant remember telling me that. I asked for him to pull the recording of our conversation on XX/XX/XXXX. He advised it will take a couple of days to review and for me to call him back on Friday XX/XX/XXXX at XXXX cst. My concern is that he may erase our conversation and I wont have any proof of what he discussed with me. Im hoping you can request a copy of our phone conversation before he has a chance to alter or destroy it some how.
Company Response:
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2019-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for a modification and received a trial period. I paid the payments on time for 3 months, XXXX, XXXX, and XXXX. I received a letter about a balloon payment. I called and the gentleman i spoke to told me not to worry I would be receiving a new contract with new terms. I received the contract and the modification is only for three months with a balloon payment due XX/XX/XXXX. I called and asked about the modification covering this and was told no it doesn't. I was not told any of this before. I found out when i got the new contract for modification on XX/XX/XXXX. The balloon payment is {$32000.00}. I do not have this amount of money. Please advise
Company Response:
State: LA
Zip: 70805
Submitted Via: Web
Date Sent: 2019-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I HAVE AN ADJUSTABLE LOAN SINCE THE DEATH OF MY HUSBAND. ORIGINALLY IT WAS A LINE OF CREDIT WITH MY HUSBANDS EMPLOYER XXXX XXXX XXXX. WHEN HE DIED THEY CONVERTED IT TO A LOAN WITH THEIR LENDER WHO LATER BECAME PHH MORTGAGE SERVICES ... THEY WERE RECENTLY SUED FOR XXXX XXXX FOR ILLEGAL PRACTICES. I FOUND OUT RECENTLY THEY WERE BOUGHT OUT BY XXXX XXXX XXXX, WHO HAVE BEEN SENDING ME PREDATORY COMMUNICATIONS. WHEN I CONTACTED THEM THEY SAID THEY DID NOT SEND ME THAT OFFER IT CAME FROM THEIR AFFILIATES - ON PHH LETTERHEAD - MY LOAN ADJUSTS ON XX/XX/XXXX ANNUALLY. I CALLED THEM AND SPOKE TO A RESOLUTION TEAM MANAGER - HE TOLD ME THEY WOULD NOT HAVE THE NEW RATE UNTIL XX/XX/XXXX THE LAST ADJUSTMENT OF THE YEAR BY THE FEDS. BUT YESTERDAY THEY SENT ME AN ADJUSTMENT THAT WAS NOT AS DISCUSSED AND DID NOT WAIT FOR THE DEADLINE NOR MATCH WHAT I WAS TOLD [ 3.125 RATE 2 POINT ADJUSTMENT WHICH THEY HAVE DONE IN THE PAST WHEN IT WENT UP. I TRIED TO CALL THE NUMBER ON THE PAPERWORK BUT IT SAID AT XXXX XXXX ON A tUESDAY THAT THEY HAD NO AGENTS AND I COULD NOT LEAVE A MESSAGE EITHER? I HAD A NUMBER FROM LAST MONTH AND TRIED IT BUT IT SAID IT WAS DISCONNECTED. LEAVING ONLY THE WEBSITE. I REPORTED THEM TO AZAG, GOV AND NOW TO YOU THEY ARE ACTING IN BAD FAITH AND LYING PLUS BEING UNREACHABLE TO CUSTOMERS ALREADY STUCK WITH THEM. PLEASE HELP AN ELDERLY WIDOW WHO IS XXXX GET INTO A REASONABLE LOAN!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85257
Submitted Via: Web
Date Sent: 2019-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: my house flooded in the XX/XX/XXXX flood, I continued to make the monthly payments from XX/XX/XXXX until XX/XX/XXXX, I continued to make the mortgage payment because I did not want to lose my home, today is XX/XX/XXXX, I am still out of the house it has been deemed unlivable because of mold, mildew, and black mold. I am divorced, and I have been paying the monthly mortgage by myself since XX/XX/XXXX- XX/XX/XXXX, I would call Ocwen on a regular bases to discus sending me information regarding the house , I was told by everyone, that I was not the primary borrower, so therefore they could not disclose any information to me, I informed Ocwen on several occasions that I owned 50 % interest in the home, I was told that my ex-husband had to call to give them permission, I also have been asking since XX/XX/XXXX - XX/XX/XXXX, if they could send me correspondence to me regarding the home, they said no because I was not the primary borrower on the loan, my ex husband remarried in XX/XX/XXXX, and he wants nothing to do with the property. I contacted Ocwen in XX/XX/XXXX, I informed them that the house was still not fixed, not livable, I also told them how I had made mortgage payments on a house for twenty one months, for a house that was not livable. I called Ocwen to inform them in XX/XX/XXXX, that my Mother was ill, and that I was an only child, and that I was not working fulltime, my Mother eventually passed away on XX/XX/XXXX. I started asking Ocwen in XX/XX/XXXX if I could file for bankruptcy protection, or file for a loan modification, I have been told since XX/XX/XXXX to present XX/XX/XXXX, that I could not file for bankruptcy nor could I file for a loan modification because I was not the primary borrower, the house was scheduled for foreclosure on XX/XX/XXXX, I went to a free law clinic, they helped me in XX/XX/XXXX too fill out an application for loan modification, I continually called Ocwen, to no avail, every time I called it stated that they were having technical difficulties, I had no idea that PHH Mortgage was taking over. I received a text message on XX/XX/XXXX from a neighbor stating that my house was back on the foreclosure list for XX/XX/XXXX@XXXX I immediately contacted now PHH Mortgage about how I had found out the previous day that my house was back in foreclosure. I asked the agent why was I not notified about the foreclosure, I told her how I had been asking for correspondence to be sent to me regarding the property, because they knew that my ex husband never contacted them regarding the property, he would never answer the phone when they called, I was the only one. I was very upset, because they had my numbers since XX/XX/XXXX, and even my new updated number, the agent went on to tell me once again that I did not qualify for a loan modification because I was not the primary borrower, and that I still could not apply for bankruptcy because I was not the primary borrower, I could not believe this because I owned 50 % interest in the house, I was told as recently as XX/XX/XXXX that nothing can be done unless my ex husband files for bankruptcy. I have been telling them and also my ex husband informed them that he had no intentions to file for bankruptcy because he had remarried and that he did not want to mess his wife credit up. Ocwen now PHH Mortgage asked for a copy of my divorce papers in XX/XX/XXXX, which I submitted and still I am not eligible to file to loan modification, bankruptcy protection. I even sent them the pictures of the Flooded House, now with Infestation Of Termites, Mildew, Mold, and Black Mold, I told Ocwen and PHH Mortgage about the house being a property considered underwater. The agent informed be that the property has an outstanding balance of {$86.00}, XXXX, not including all of the attorneys fees attached to the loan. I asked if I could contact XXXX XXXX, I was told no, because they were over the loan, I informed several agents that the house, should have been paid out years ago, with that 6,75 high interest rate, we were told on numerous occasions that our credit was so deplorable that we could not qualify for a lower interest rate. I have been also asking if I could do a short sale to save the house, I was also told no. Ocwen Mortgage now PHH Mortgage has been giving me the run around and telling me a lot of misleading information, they have done absolutely nothing to trying to help me in resolving this matter, a friend told me about your company, I can not believe that I am the only one reaching out to the Mortgage company, and they are being conniving, cruel, giving me false information about me not being able to file for bankruptcy, among the other things that I alluded to earlier. I was told to start sending them letters, of things that I needed and they have ignored all of my request, I went back to the legal service and they contacted PHH Mortgage, when they thought that I had legal representation the foreclosure stopped once again on XX/XX/XXXX. I was also injured on my job on XX/XX/XXXX, I sent my entire medical history report, it did not matter, I was assigned a case worker I have been calling her I finally called and she answered the phone on XX/XX/XXXX, I was always told by one of the agents that she would return my calls, never did, I forgot to mention that I sent a Loan Modification Application in XX/XX/XXXX, I was never informed about the status of my application, So I contacted them, I was told that my application was denied, because I had signed where the primary borrower should have signed, I was outraged, I told them that they were aware that my ex husband, was not and did not have any intentions to file a Loan Modification Application, I told them that if I would not have called to check the status of my loan, that the house would have been sold under my nose. I also asked them why had they not reached out to me, because I was the only one showing interest in the home, and that they indeed had my number. I asked them what about their Mission to help the homeowners, they were not in my best interest, I am fighting so hard, because we moved in the home in XX/XX/XXXX, we, I have raised my XXXX children, I have paid too much on the mortgage to lose our HOME. Thanks I know that this is a lot to read, but I am leaning and depending on JESUS, and then The Consumer Financial Protection Bureau, I did not even know that Services like this even existed, when you do not have the legal help, nor the money we as consumers are pretty much at the mercy of the mortgage companies. Thanks in advance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 708XX
Submitted Via: Web
Date Sent: 2019-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please see related cases against Ocwen/PHH for reference : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ... XXXX ... ... XXXX XXXX XXXX ... ... XXXX & XXXX XXXX XXXXXXXX ON or about XXXX XX/XX/2019, Ocwen removed {$1600.00} from my escrow account fraudulently for a " ghost policy '' that was neither necessary or required. During this same time period Ocwen transferred my mortgage loan to their subsidiary PHH. Further, Ocwen refused to paid XXXX XXXX XXXX for current policy insurance coverage. Further, Ocwen informed PHH that my loan was not " PITI '', but " PIT '' which is not true because each monthly payment covers principle, interest, insurance and taxes. At this point, I contacted PHH and complained. They denied knowing anything, and then ignored and stalled my complaint to have the {$1600.00} returned to my escrow account and to have XXXX XXXX paid for insurance as required. I complained to Ocwen/PHH some weeks later and was told that ... " I had to prove that Ocwen/PHH was wrong and present proof regarding the " ghost policy ''. I again complained several months later when PHH did nothing. They did not return the {$1600.00} to my account and only when I threatened legal action did they contact XXXX XXXX and begin to pay for home owners insurance with XXXX XXXX for my properties benefit. HOWEVER, within weeks of this action they ( Ocwen/PHH ) sent a new demand statement on XXXX for a second " ghost policy '' in the amount of {$1800.00}. At this point I no longer have any faith in Ocwen/PHH doing anything to correct this. At this point I am filing any and all the complaints necessary based on jurisdiction and law. I am also contacting a Colorado law firm regarding any " class action '' suits that may be appropriate for this problem of Mortgage/Insurance fraud by Ocwen/PHH. I have plenty of paper proof, notes, dates and contact person ( s ). It is most necessary that Ocwen be stopped in continuing this type or any type of mortgage fraud. Please HELP. Thank You.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80209
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern.Ocwen changed its name to PHH mortgage.Several issues.My account can not be located online but I recieved written correspondence Noone available via telephone.Payment not applied..I use online billary via my financial instituation therefore payments can be tracked.Mortgage amount is not the same as under Ocwen.No available mortgage identification number can be located on the internet.Thank you.Sincerely XXXX XXXX
Company Response:
State: FL
Zip: 33411
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ocwen/ PHH is the servicer of my Loan, I am trying to Refinance to consolidate First & Second lien of my property, doing so I will be greatly benefit, but I am having trouble getting the Payoff to be able to set the closing date, PHH is not cooperating. I had made many call and also my Loan officer had requested the Payoff for about 2 months to them, with no response. I need your help as to my interest rate on the financing I am trying to close is about to expires. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07305
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with " PHH '' that was transferred to them from " Ocwen '' in XXXX of this year. ( XXXX ) I have paid my mortgage on time every time with both parties. In XX/XX/XXXX, I received a bill with an additional amount of {$1600.00} included in a field called " Assessed Expenses ''. My online account through PHH has NEVER reflected this amount and I never received any formal notice on why or how this amount was simply added into bill. Naturally, I called the company about it and I was informed that it was an error. I was told that I was not behind on any payments and that I should just send in my " regular '' mortgage payment amount. The same thing has happened with my bill for each month since then. Today I wasted an hour of my time on the phone between two representatives that where both trying to convince me that the charge came from a loan modification that took place 7 years ago in XXXX. Not only that ; but that the previous company " Ocwen '' randomly just decided to bill them for it this year in XXXX of XXXX. I asked some very simple questions that should have been simple to answer for any party requesting payment from someone. 1 ) Why in XXXX am I just getting a charge for something that was fully executed in XXXX? 2 ) What " fees '' exactly added up to this amount of {$1600.00}? 3 ) How could a modification get completed without all of the fees for services required to complete being paid? 4 ) Do you ( or " Ocwen '' ) have proof to show that I did not cover something that I was responsible for? 5 ) If I had paid my mortgage off by now ; who would you have billed for this? 6 ) Why did I not receive any additional form of communication explaining why this was being added to my bill and how I am now responsible for it? I did not receive a straight answer ( when they actually attempted to answer ) for any of these questions. As of today, my online account still only has my regular payment amount showing as due. Something is definitely off here. Please help me resolve this.
Company Response:
State: NY
Zip: 11580
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan XXXX has shifted many mortgage companies hands since my husband and I took out the original loan XX/XX/XXXX. I thought sure we purchased Mortgage Protection Insurance in case of the death of either spouse. The original loan mortgage was sold to other lenders. I would like to have someone check on this since my husband passed on XX/XX/XXXX and I would like this balance paid off as I believe we signed up for this protection. XXXX XXXX XXXX XXXX XXXX CT XXXX, TX XXXX
Company Response:
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2019-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A