Date Received: 2019-09-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX my loan was transferred from Ocwen to PHH Mortgage for servicing. PHH Mortgage is essentially just a new company that Ocwen created. I was given very short notice ( less than XXXX days ) about the change. Not a problem because I pay my mortgage on time. I attempted to locate my historical account statements on the new website provided by Ocwen/PHH and there is no historical account history. There is no form XXXX from XXXX. I have contacted PHH multiple times and they are refusing to post my account history to the website or provide online access to this information. They are also refusing to email this information. I can not verify if my mortgage and escrow balances were transferred correctly but more importantly I can not see/confirm my mortgage history XXXX including charges and payments ). We all understand mortgage servicing can change but the customer should not have to suffer by losing access to their account history, account statements, tax forms ( XXXX ), etc. PHH and Ocwen provided insufficient notice and they did not explain that customers would be unable to access historical account data.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2019-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: An auto payment for my XXXX mortgage XX/XX/19 missed due to insufficient funds. I contacted the bank of the situation XX/XX/19 after I realized and informed I would pay using their online pay method on their website. I completed the online payment on XX/XX/19. I then contacted them again to inform them I paid online and to not autodraft again for the XXXX payment. PHH replied and said you will not be drafted again until XX/XX/19. On XX/XX/19 PHH took another XXXX mortgage from my account. PHH customer service stated they would not until XX/XX/19. This additional mortgage draft caused a documented {$190.00} insufficient funds fees in XXXX days before I could recover the mortgage amount to my account. I think PHH is responsible for any insufficient funds charges that would have been avoided if their mortgage would not have been drafted again on XX/XX/19. I have contacted PHH who requested I send documentation of my accounts and proof of the insufficient fund fees. PHH upon receipt has said they are not at fault. I have contacted additionally XXXX other times to customer service in which they state they are not at fault.
Company Response:
State: VA
Zip: 22405
Submitted Via: Web
Date Sent: 2019-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Deceptive practices regarding Mortgage loan with XXXX XXXX & Ocwen Foreclosure ( no notification ) proceedings then transferred of mortgage to PHH Mortgage Company loan modification. I have uploaded a copy to CFPB XXXX XXXX
Company Response:
State: MD
Zip: 20747
Submitted Via: Web
Date Sent: 2019-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm having the same problem I've had for the last 8 years with my loan servicers. Originally with Litton loan, who passed me to Ocwen, who has no passed me to PHH mortgage. THEY ALL REFUSE TO EXPLAIN TO ME THE {$72000.00} THAT WAS MYSTERIOUSLY ADDED TO MY MORTGAGE BALANCE. No referred to as a " DEFFERED PRINCIPAL BALANCE ''. Been paying on this house now for 23 years 3 months and should be closed to being paid off ... ..they say I owe $ XXXX on an original $ XXXX balance and all I want is for them to show me how this is possible ... .none of them will not. What I need is for them to either explain it IN DETAIL or remove it as it should be. There is no way possible their numbers can be correct!!!
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Ocwen, which recently changed their name to PHH XX/XX/XXXX, and now they are known as XXXX, is fleecing my husband and me as consumers. We are in agreement with the servicing center for a shared appreciation modification. Under this modification, 100 % of our deferred principal balance would be forgiven in equal installments over ( 3 ) years on each of the first, second and third anniversaries of the modification date which originated XX/XX/XXXX. This deferred principal is treated as a non-interest bearing principle forbearance and we are not obligated to pay interests or make monthly payments on any portion of it. This amount has never been reported to the three major credit bureaus over the past 2 years and 6 months since the signing of the modification until recently. 1 ) Ocwen/PHH/XXXX XXXX has breached the terms of the modification by not forgiving one-third of our principal balance on the first anniversary of XX/XX/XXXX, this portion was not forgiven until XX/XX/XXXX, the second anniversary of XX/XX/XXXX which was not forgiven until XX/XX/XXXX and the third anniversary of XX/XX/XXXX which has yet to be forgiven. 2 ) Ocwen/PHH/XXXX XXXX before XX/XX/XXXX was only reporting the regular principal balance to the three major credit bureaus. Once the company changed its name, they added the remainder of the deferred principal to our regular principle balance and increased our debt by {$46000.00}, thus, lowering or credit score by as much as 20 points. 3 ) Owen/PHH/XXXX XXXX has yet to take accountability for their actions after countless conversations with representatives. Today, XX/XX/XXXX we spoke with XXXX, agent identification number XXXX, who stated that the remaining deferred principal of {$46000.00} amount would be added to the backend of our loan per a letter dated XX/XX/XXXX. She asked, " how much do you believe that you owe? '' We immediately asked for a supervisor and was transferred to XXXX, agent identification number XXXX, who stated that a letter was sent out which states that the debt would be forgiven on XX/XX/XXXX. 4 ) Although we have arrived at our third anniversary, we have yet to have the remaining deferred principal forgiven. Our credit score has been significantly impacted by the actions of Owen/PHHXXXX XXXX.
Company Response:
State: CA
Zip: 95757
Submitted Via: Web
Date Sent: 2019-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: OCWEN lost our loan when we refinanced with XXXX. XXXX took over our loan in XXXX, 2019. OCWEN was holding {$2200.00} in escrow at that time. OCWEN returned {$710.00} on XX/XX/XXXX. OCWEN still owes us at least {$1500.00} in escrow funds. We contacted OCWEN and they told us we had to fax them a written request for " research ''. OCWEN is way beyond the statutory time limit for returning all of our unused escrow funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 806XX
Submitted Via: Web
Date Sent: 2019-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX XXXX XXXX My Mortgage company is PHH Mortgage services. My account number XXXX I purchased my house in XX/XX/XXXX. I have had a payment of XXXX for the entire duration of the note until XX/XX/XXXX. I made the mistake of not paying my property taxes on time, The mortgage company Claimed they received a letter and paid it for me, while opening a Escrow Account. I had never had an escrow Account and Did not desire one. I paid my taxes and insurance out of my pocket direct every year prior. I called Phh in XXXX and asked what I needed to do to delete my ecrow account. I was informed that I owed them {$5000.00} and was told to pay before XXXX. I Paid {$5000.00} to them on XXXX and was informed I also owed an additional {$1100.00} for this months payment and fees. I had already made 2 payments in XXXX one on XXXX for {$780.00} and one on XXXX for {$790.00}. I was told everything was taken care of and my payments would return to normal. I called on XXXX to make my next payment and was told they had already paid my next years taxes and opened another escrow account, they refused to reverse it and told me my new payment were XXXX. I would like to refinance my house and was in the process when I was told that there was not a payment made for XXXX. For them doing this it put the first in 14 years over 30 days late on my account which made me have to cancel my refinance and caused my payment to almost triple. I have made many phone calls that were all longer than 2 hours talking to customer service, escrow service, and refinance service, while always asking to speak to a manager. I was told every time, there is nothing they are willing to do, and they have given me no other course of action but to lodge a complaint and hope someone can help me, so I may refinance and get my payments at least back to normal.
Company Response:
State: TX
Zip: 75074
Submitted Via: Web
Date Sent: 2019-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We are ready to pay off the mortgage, the lienholder is OCWEN FINANCIAL, we have contacted them several times and they say that they don't have any records on the debt, yet there is a lien filed on the property from them and we have documentation that proves that there was a balance owed to OCWEN. We just want OCWEN to give us a payoff and we want to proceed and pay off the loan. The attached documents show that there was a bankruptcy chapter XXXX. After the bankruptcy was discharged there is an order to pay OCWEN {$480.00} per month. Also, there is another letter that has an 8 digit account number that shows a balance as of 2017. We call OCWEN and Ocwen says that they can't locate anything with that loan number, nor with the address, nor with the social security number of the mortgagees. We believe that they are not doing all they can to help pay off the debt.
Company Response: Company believes the complaint is the result of a misunderstanding
State: TX
Zip: 77023
Submitted Via: Web
Date Sent: 2019-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have paid my mortgage payment on time for the last 3 years. I filed bankruptcy in 2014 but again ; still maintained my mortgage. The mortgage company has apparently lost 2 of my payments in the transition of selling my loan and i have sent copies of the cashed payments several times ( 7 ) but they have to be located and applied to my account. I have called the Mortgage company at least 3 times a month trying to rectify this situation but to no avail. They have now reported me to the credit bureau as missing a payment in which i have not. I am at a loss as what to do. I have asked for a copy of my applied payments for the last 2 years and was advised that I would have to pay {$10.00} to obtain this information. My phone calls do not rectify the situation and i continuously receive letters threatening foreclosure. This is Not fair. I advised them that i was going to file a complaint ; it was as if they did not care and were not concerned. I am in need of your assistance. I am sure they and other mortgage companies have done this to others and I need it to stop. Please assist me in doing that.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75227
Submitted Via: Web
Date Sent: 2019-09-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX We purchased a home in Maryland as a short sale. In our HUD 1 it shows that the seller had two loans with 2 separate loan numbers. We received letters from the sellers mortgage company they accepted our offer, and we proceeded with the sale. Fast forward to XX/XX/XXXX we were selling our home and had a ratified contract, when 2 days before our scheduled closing on XX/XX/XXXX our buyers title company tells us there is a lien in the amount of $ XXXX outstanding on our home from the previous seller, and no title company will close the deal unless we assume responsibility. Our mortgage company XXXX XXXX XXXX XXXX basically does not wish to help because we did not have title insurance, and they can not file a claim because technically the loan does not exist. The previous sellers mortgage company was Freemont Investments, they went bankrupt, re-emerged as another company and eventually sold to Ocwen. Ocwen will not give anything in writing because they state there is no loan or lien, and flat refuse to provide anything to XXXX XXXX, the current company trying to close this new sale. To further complicate the matter Freemont Investments went out of business, and as said now is Ocwen, who refuses to assist in any way. The previous owners title company also went out of business and our title company we used, which was affiliated with XXXX XXXX XXXX XXXX, also went out of business. Now, we are being told that nobody can help us and the only two options we have are to either assume the $ XXXX debt that shows was paid off of on HUD1, or wait another 8 years for the $ XXXX non-existing loan that was already paid off to fall off of the records. As of XX/XX/XXXX our buyer is requesting to walk away, and this leaves us with a mortgage to a house we can not sell because Ocwen refuses to do the research and give us the release on something that was paid for on our HUD1. Basically, in a nutshell, Freemont Investments only released one of the two liens but received payment for both loand per our HUD1.
Company Response:
State: NM
Zip: 87124
Submitted Via: Web
Date Sent: 2019-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A