Date Received: 2019-09-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I have filed chapter XXXX. We have had so much trouble with mortgage payment. First my attorney was unclear about our payment. Then this past XX/XX/XXXX the mortgage company changed and our payment went from XXXX to XXXX. Also are payments were not shown as paid and instead went into unapplied funds. So every month it was shown as past due amount. Can this be fixed?
Company Response:
State: MA
Zip: 01906
Submitted Via: Web
Date Sent: 2019-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I make extra principal payments on a monthly basis. Last month PHH Mortgage took an extra {$13.00} out of the extra principle to pay for the recording fee 's for an assignment of mortgage that was recorded in the clerk of courts the month prior XX/XX/2019. They should be absorbing this cost not I as they received the loan from Ocwen XX/XX/2019. Also note that according to the clerk of court in XXXX County Florida the legal description in the assignment of mortgage is also incorrect. I have called 3 times and I still have no answers. They also caused my homeowners insurance to be cancelled and then reinstated. Because the insurance company never received noticed they were now servicing the loan. That occurred in XX/XX/2019
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2019-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: At the end of XX/XX/2019, I received a call from PHH Mortgage Services that I was in arrear in my mortgage. I told them that this could not be the case since my account has automatic payments being made and a payment had been made. The PHH individual indicated to me that they saw the payments and since there was money in my account that I shouldn't worry because the monies would be applied to my mortgage. That was not good enough for me. I asked to speak to an escalation officer. When I spoke to the escalation officer he told me that they were reviewing my account because there was a first and second on the account but that everything would be resolved shortly. PHH Mortgage had been acquired by Ocwen Mortgage. Originally my loan was with Ocwen bu they transferred it to PHH to service it. Subsequently I started receiving default letters for non payment and then recently I received a letter stating that they would stop accepting my automatic payments because of the status of my account. Last week I tried to reach out my point of contact, XXXX XXXX ( XXXX ext XXXX ) and was told she wasn't available but I spoke to another representative about my situation and she wrote up a ticket for Ms. XXXX to follow up regarding my payments, credit reporting, and to provide me with a detailed accounting of my payments. When I called this week ( yesterday, XX/XX/2019 ) to speak with Ms. XXXX, she was again not available and when I asked about my ticket, I was informed that Ms. XXXX had closed out the ticket. I was livid and asked to speak to another escalation officer. This time I spoke to XXXX XXXX ( XXXX ) XXXX and told her my frustrations with PHH. She told me she would immediately have the billing department apply my payments, correct any credit reporting, put me back on the automatic payment plan, and provide me with a detailed accounting of how my payments were applied. As of today, the payments have not been applied to my mortgage. I am filing this complaint to help me resolve the situation regarding the payments on my mortgage with PHH Mortgage Services. Thank you P.S. I have direct payments made from my bank and I should be current through XXXX or XXXX since I have made advance payments. The bank statements show all of my payments being put into suspense accounts.
Company Response:
State: IL
Zip: 60302
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH mortgage company XXXX This mortgage company obtained our loan from another loan servicing company. We have never received any statements, any information Whatsoever from this company. They had our mailing address wrong and no phone number in the system. They refuse to work with me to develop a repayment plan on back mortgage, even when offering to make two payments right away upfront. This company has posted my home as a foreclosure sale without a 30 day notice. They are refusing to work with me on a loan modification and or replacement plan.
Company Response:
State: MI
Zip: 492XX
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have requested to see the original note after numerous applications for a loan modification that is continually denied due to '' best available terms. ". No explanation is ever provided why they are best terms. The interest is higher than the current interest rate for more than 4 years,. We were refused access to seeing the note because they stated it is " an undue burden ''. Their attorney XXXX XXXX XXXX also ignored our numerous email requests and request by certified letters to PHH. XXXX XXXX XXXXXXXX has now scheduled a foreclosure for XX/XX/XXXX with notice given on XX/XX/2019. This is a violation of notification.
Company Response:
State: MA
Zip: 01420
Submitted Via: Web
Date Sent: 2019-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for a loan modification on XX/XX/2019, I submitted all documents in a timely manner however, PHH still had me to constantly update documents every three months due to expired documents. On XX/XX/2019, I called PHH Mortgage for modification status and was told by PHH associates congratulations your modification was approved and she gave details about the amount, when the first payment is due and they are mailing out the approval for us to have it witnessed by a notary, first payment is going to be XXXX XXXX with a trial period we were so thankful and excited and called the bankruptcy attorney that we were approved so we can file chapter XXXX. On XX/XX/2019 I gave PHH another call looking for the approval and they stated it was told to you, it was approved but it was a mistake and for us to resend more documents. I explained to the agent we were approved and he said yes the phh associate did document that she had informed us of the approval and to wait for the documents to come in the mail. He reassured us that we met the qualifications just send in the update information so they can update it ( see attached appeal explaining all the twist and turns of this entire journey ). I ask for phh to send a letter stating we were given false information regarding approval so we can get back in good standards with the bankruptcy court, which they refuse to state that they misled my husband and I from XX/XX/XXXX to XX/XX/XXXX, when we finally got the denial. I did an appeal stating details about our complaint which they denied. The problem is phh fraudly stated in writing we were never told we were approved but I have recordings from two separate phh associates stating that the caller did tell us we were approved and its also recorded that we met the requirements as well. I only want phh to address the fraudulent documents that was sent to my home giving a explanation on the XX/XX/XXXX call stating they never told me verbally I was approved. I only recorded phh because they were erasing call logs and replacing it with information that help there case. I need phh to give a transcript of that call in XX/XX/XXXX, to prove they are misleading clients and taking them for granted during some of there hardest time. I have recording of phh supervisors with the Id number proving phh did inform us of a verbal approval, all I ask for them to do is to admit the misleading information give to my husband and I. Im asking for a letter from phh associates to our bankruptcy court judge so we can work out another financial plan but they refuse instead they would rather create a fraudulent document. Im going to send a copy of the entire appeal so you can see the harassment and misleading information that cause us this hardship with my trustee.y, XX/XX/2019, XXXX XXXX, XXXX XXXX
Company Response:
State: NJ
Zip: 07040
Submitted Via: Web
Date Sent: 2019-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I got behind on my mortgage after I incurred unforeseen expenses in helping my ill, elderly motmy to relocate from storm-ravaged XXXX XXXX and move in with me. After I was sued in foreclosure, I applied for a mortgage modification and was offered a trial streamline modification from my former servicer, Ocwen. I timely made the first payment in XX/XX/2019. The servicing of my loan was transferred from Ocwen to PHH/XXXX close in time to the commencement of my trial plan. In early XX/XX/2019, I called PHH/XXXX to make my timely second trial payment. I stated that I wanted to make a payment in the amount stated on my trial offer as the required monthly trial payment : {$1300.00}. Instead, however, the representative with whom I spoke insisted that the required payment was less than the amount stated on the trial offer, and even though I was worried and reluctant, I believed that the representative had superior information and followed his instruction to make the lesser payment. My apprehension later proved to be warranted when I called PHH/XXXX to make my timely third trial payment in XX/XX/2019 and was told that I had been kicked out of my trial plan because my XXXX payment was insufficient. I explained to the PHH/XXXX XXXX employee that I had made the payment that I was instructed by PHH to make, and even asked that PHH/XXXX XXXX listen to a recording of the call if one had been made and retained so that PHH/XXXX XXXX could see that the error was on PHH/XXXX XXXX XXXX part. PHH/XXXX XXXX agreed to investigate. Increasingly worried that I might lose my house despite being offered a trial modification and complying with my servicers instructions, I called PHH/XXXX XXXX several times in XXXX and XXXX to find out the results of its investigation. Finally, on or about XX/XX/2019, PHH/XXXX XXXX informed me over the phone that PHH/XXXX XXXX had listened to the tape of my call in early XXXX to make my trial payment, and that I had accurately described the events : I had tried to make the correct payment, and the PHH/XXXX XXXX employee had insisted on collecting a lesser payment. Upon making that determination, PHH/XXXX XXXX directed me to make a payment representing trial payments for XXXX and XXXX, as well as the difference between the correct trial payment for XXXX and the payment that the PHH/XXXX XXXX employee had insisted upon. The total amount of the payment required by PHH/XXXX XXXX was {$2700.00}. PHH/XXXX XXXX told me that in order to restore my trial modification, the payment must be received by PHH/XXXX XXXX no later than XX/XX/2019. On XX/XX/2019, I sent a check for {$2700.00} to PHH/XXXX via USPS Express Mail to the XXXX, Pennsylvania address provided to me over the phone. When I tracked the delivery, I saw that it had been delivered to the post office in XXXX, Pennsylvania at XXXX XXXX on XX/XX/2019. I called PHH/XXXX promptly thereafter to confirm delivery, but a representative told me that the payment had not been received. I called repeatedly thereafter, but each time, PHH/XXXX told me that my payment had not been received. I called the post office in XXXX and was told by a USPS employee that the package had been deposited into the PHH/XXXX post office box and there was nothing further that the USPS could do to cause PHH/XXXX to collect the package. I pleaded with PHH/XXXX to accept a phone payment from me, becausefor reasons that were not then and still are not clearPHH/XXXX had not looked for the package I had sent, much less applied my payments. On or about Friday, XX/XX/2019, I and my advocate from XXXX XXXX XXXX XXXX telephoned PHH/XXXX. During that lengthy call, my advocate and I had to summarize all of the foregoing for the PHH/XXXX representative, who initially saw only the old notes about the insufficient XXXX trial payment and was unaware that that dispute had been resolved in my favor. I told the PHH/XXXX employee ( who identified himself as XXXX, employee # XXXX ) the address I had sent the check to, and the employee conceded that I had sent my payment to the correct address. He indicated that he would send a message to the mail room instructing them to check the post office box for my payment. At that point, he said, either the payment would be applied and I would then be asked to make another trial payment for XXXX ; or the payment would be returned to me and I would be asked to make one payment representing the shortage of the XXXX trial payment plus trial payments for XXXX, XXXX, and XXXX. We were encouraged to call back the following Tuesday to follow up. When I asked if I could simply resolve the matter by making the full payment over the phone, the PHH/XXXX representative said it was not possible. My advocate at XXXX XXXX XXXX XXXX called PHH/XXXX on or about Tuesday, XX/XX/XXXX, and was told that PHH/XXXX was still investigating. The representative suggested calling back on Friday. My advocate at XXXX XXXX XXXX XXXX called PHH/XXXX on or about Friday, XX/XX/XXXX, and was told by employee XXXX that PHH/XXXX is still looking for my payment and meanwhile the mod is still canceled and " may not be '' revived. My advocate asked to be transferred to a supervisor. Once connected to a supervisor ( employee XXXX ), my advocate had to explain the entire issue once again to him. After putting the call on a lengthy hold, the supervisor returned to the call and said that trial modification can not be reinstated until the payment is posted and PHH/XXXX is still looking for it. The supervisor said he had put in an " escalated '' inquiry to track the payment. Since last Friday, I have had no updates on PHH/XXXX supposed efforts to find my payment.
Company Response:
State: NY
Zip: 10304
Submitted Via: Web
Date Sent: 2019-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 4TH COMPLAINT AGAINST PHH MORTGAGE SERVICES Previous complaint # XXXX It is truly appalling to see the disgusting corruption, lack of attention and downright negligence and ignorance on the part of OCWEN/PHH Mortgage. They knew that my loan was going to be sold as evidenced by their letter dated XX/XX/19 ( attached ) so they moved forward with subjecting us to their lies and additional process so that we could not access the insurance funds required to pay for repairs on my home. Now, they can further delay repairs for over 30 days!!!!!! Today, our area is in a state of " fire warnings? '' My home still has broken windows, but it is apparently okay for Ocwen/PHH to get away with their inept and incompetent responses. THEY APPROVED IN WRITING AN EXCEPTION! WHY IS THE CFPB DOING NOTHING ABOUT THIS SITUATION?
Company Response:
State: CA
Zip: 91307
Submitted Via: Web
Date Sent: 2019-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The borrower missed the first payment on the loan in 2019. The property was under contract in XXXX, scheduled to close in XXXX, 2019. The lender assured the owner that they would not proceed with foreclosure proceedings as they knew it was scheduled to close early XXXX, 2019. The owner tried for over 20 days to get a payoff statement from the attorney representing the current loan servicer/investor but no success due to XXXX XXXX not cooperating. The property closed on XX/XX/XXXX and the title company has sufficient funds to payoff the loan from the sales proceeds but they have not been able to get a payoff statement. The seller has tried to get the law firm to provide a payoff statement but it has been one excuse after another and they have been very difficult to deal with. I am asking for you help as the new owner is very concerned that the lender will not provide a Satisfaction of Mortgage and Dismissal of Lis Pendens, even though it was filed two days before closing and they knew the loan was being paid off.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33404
Submitted Via: Web
Date Sent: 2019-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This home is a part of an Estate, the loan is serviced by Ocwen Loan servicing. After the death of the owner XXXX XXXX XXXX, XXXX XXXX, XXXX. The grandson after there were other Administrators, became the responsible person for this loan and has worked with Ocwen and made payments to Ocwen Loan servicing for XXXX XXXX XXXX, XXXX, NY XXXX. XXXX XXXX XXXX made the payments on the first modification dated XX/XX/XXXX ... All payments were made and they returned the payment that was sent by XXXX XXXX and then offered another modification on XX/XX/XXXX after they returned one of the payments from the first modification. They kept all of the other payments. No one knows what they have done with all of those payments. We have tried to talk to PHH that is now servicing the loan, they don't want to hear anything. They claimed they sent correspondence to an address that has nothing to do with this loan. When we tried to apply for help, first they told us to send in a loan modification package with all of the proofs we did, then after we sent in everything they told us the loan had to be assumed. We had to fill out the Application Identification Certificate, then we had To fill out the Family Transfer Package, Then we had to send The newly executed Deed and a picture with the date of birth. We went though all of that to be changed to PHH, where they absolutely do not try and help they had no knowledge of all that had been done and they really don't care. We have asked for supervisors or someone that we could talk to about this Loan no one has helped. There is a sale date for this home on XX/XX/XXXX. Please help, no one was notified about the sale, we found out about the sale from people coming by the house. After the transfer from Ocwen to PHH, every time we called there was an issue, the file had not been ported to the new system, then they told us that the account had a new new with PHH, we had to wait from the time the loan was c hanged to PHH an Ocwen company until XX/XX/XXXX before anyone to speak to us and the loan number was the same.
Company Response:
State: NY
Zip: 11727
Submitted Via: Web
Date Sent: 2019-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A