Date Received: 2019-09-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: had previously used XXXX and the answer from the mortgage company was incorrect sent into XXXX a copy of the appeal with an explanation.
Company Response:
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2019-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I AM SELLING MY HOME AND PHH IS THE SERVICING COMPANY. MY ESCROW OFFICER HAS TRIED ON SEVERAL MULTIPLE OCCASIONS FOR PHH TO SEND A PAYOFF. SHE HAS FAXED AND CALLED. NO HELP FROM PHH WHATSOVER. IF I DON'T OBTAIN THE PAYOFF THEN I CAN NOT CLOSE ESCROW AND WOULD BE BREACH OF CONTRACT. PLEASE SEE ATTACHED PHH STATEMENT AND HELP ME PLEASE. ALSO, FULL DISCLOSURE, PHH HAS PRE FORECLOSURE ON MY PROPERTY AND THAT IS WHY I'M IN ESCROW TRYING TO SELL.
Company Response:
State: CA
Zip: 95661
Submitted Via: Web
Date Sent: 2019-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We purchased a home in XXXX through ERA. We filed Chapter XXXX bankruptcy not on the home and that was dismissed and paid for in XXXX. We went through a mortgage help company and paid over 800 to get our mortgage through a different company due to the problems we had with ERA. This company then got us a loan modified through PHH and both companies have the same account number, and telephone number to contact them. We have received a letter from PHH last month stating that our direct payments will no longer be pulled since we filed bankruptcy on the loan. We have not filed bankruptcy on the loan and the bankruptcy has already been dismissed so we are not sure why they did this. We have been paying extra every month but now the company says our account number is no longer valid. I am not sure how a mortgage company can hire outside companies and then lie about being the same company. They have the same people working there also. Is there anything we can do about this since this company is lying and we paid extra money to get rid of them. I am attaching all the paperwork that we have received from both companies. any help would be greatly appreciated. Both my husband and I are on Social security and can not afford extra money.
Company Response:
State: PA
Zip: 17055
Submitted Via: Web
Date Sent: 2019-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: In XX/XX/XXXX a Hurricane hit my area in Florida. Since I was affected, I entered into a hurricane repayment plan with Ocwen Mortgage Acct XXXX. Since then, I have paid them {$1100.00} every month on time, never 30 days late. Ocwen Mortgage reporting is GOOD and not reporting behind. 14 months good reporting since the agreement inception. Thank You Ocwen Mtg. PHH Mortgage company recently took over my Ocwen Mortgage account as of XX/XX/XXXX. Since then they have been reporting me late on my mortgage payments, even though I have been paying them every month Approximately $ XXXX/mo, never 30 days late. I phone and fax them to correct the reporting, but they will not fix it. See attatched. I am in the XXXX business, and employers check my credit report to decide if I can work for them or not. Lately, I have been turned down for everything I apply for. Not only a job, but credit cards and applying for credit. Every month I have to notify all 3 bureas to correct the negative reporting. So far I have spent 35 hours try to fix the problem. Lately, the bureas have stopped helping me because I reported the dispute before. I have hit a dead end. I have been calling, faxing and challenging to get my new Mortgagee to not report me late. They continually post bad credit reporting. They do not want to correct it. My record will always show late for the next 7 years on my Mortgage. Please Help!
Company Response:
State: FL
Zip: 32127
Submitted Via: Web
Date Sent: 2019-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was recently transferred to PHH Mortgage Services on XX/XX/2019. Not only did I not receive any information from either processor about this transfer until late XXXX, but now I am unable to make my payments to PHH. I made a payment on XX/XX/XXXX for the XXXX due date ( I never make my payments that late, but was forced to do so due to neither party accepting my payment until that time ). Now when I try to make my payment online or over the phone for the XXXX due date I get a message stating that they are not able to take my payment. They do not have any of the correct dates of payment on their website and show something about a " payment rejected by bank '' for {$0.00} on my payment history - my payment has been cleared from my account since XX/XX/XXXX. I was told I could call back and make my payment today XXXX after " everything clears up '', but am still unable to make my payment! I feel I am being forced to make payments late due to them continuing to have processing issues and not taking my payment! I keep getting vague answers when calling the company like " give it one more day '' and " well you aren't late until the XXXX so you still have plenty of time '' - that is not the point! I want to be able to make my payment within the 1st week of the month and for it to be processed properly. This leaves me feeling uncomfortable and not confident in the company 's ability to service my loan. When you request to send a written complaint on their website the link does not work. I will also be contacting the media about this company and sending a written complaint to their managing committee. This is ridiculous that I am unable to make a payment and am being FORCED to pay late when you have had my loan for over a month now. You should have had the transfer completed in full by now.
Company Response:
State: MO
Zip: 64133
Submitted Via: Web
Date Sent: 2019-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Attached is the appeal I am sending to PHH for denial of a modification. Inside of this document are all of the facts that transpired. The amount per payment was {$1900.00}. Ocwen the previous servicer allowed 89 day rule meaning if you fell behind as long as you weren't 89 days it was acceptable to keep paying the one which I had been doing for a long time. Because a lump sum to catch up was required, I was waiting until the end of this year because a bonus is coming and a raise came in XX/XX/XXXX. Then PHH misled me and wouldn't allow me to make my regular payment claiming they had a 45 day rule which was never disclosed to me. This led into me applying for a modification I didn't want, and then they denied me. Seems quite fraudulent and a trap in my mind. I am appealing the decision and my letter is below. Because they are requiring a lump sum I must accumulate many checks to make that happen. I don't have access to additional funds. I am a single, divorced mother of one, who lives with me full time, and I receive no alimony. Honestly, there are many avenues of resolution and I need assistance because it is me against big business and need someone in my corner to explain to these people they misdirected me and are now trying to bully me by making me apply and then denying me. Please also note, my actual last name has been changed although no one will change it even though I have continuously supplied the documents. It is XXXX no longer XXXX. However, when I filled out the end of this submission to you, am putting XXXX to avoid confusion. I am writing to appeal a letter I received on XX/XX/XXXX reflecting a denial for mortgage assistance regarding the home I have lived in for the last 19 years. I would like to take this opportunity to present the entire case of facts, not just the unsettling matters that have occurred over the last 60+ days ; in particular. 1. Notice of reaching the maximum number of modifications o It should be noted, that at no time was a forbearance option offered o I am unsure the number permitted however, as limits were never disclosed to me ; however, I have since been divorced and circumstances are different, never have I been modified under my own income and circumstances I have only modified repayment terms 2 times with my ex-husband. o As I explained on the phone, I sustained flood damage in XX/XX/XXXX and lost many things, this includes some historical paperwork. I have requested payment history to which I still have not received, and would like copies of modifications on file since XXXX. 2. Notice of > 90 days delinquency o I have been making the monthly modification payments ( Under the last modified terms it had been configured for 2 incomes. Although I had complained at the time that I was a single income this modification was using 2 incomes, which was no longer as the divorce had occurred o I am still unable to access my own information and have yet to receive my request for payment history which still has not been sent to me and said could not be provided to me, beyond the last year which she confirmed all were paid, on the call to PHH on XX/XX/XXXX o Last payment was made on XX/XX/XXXX o I received an Intent to Foreclose XX/XX/XXXX ( dated XX/XX/XXXX ) stating I was 3 behind. ( Attached Intent to Foreclose ) This was not, nor never has been the case. Since I was consistently paying before the 89th day, and Ocwens terms allowed that, that means the payment I made XX/XX/XXXX took care of the XX/XX/XXXX payment. Now I was due for XX/XX/XXXX that I intended to make in XX/XX/XXXX, hence the call I made XX/XX/XXXX. Thats 2 payments owed, it cant be 3 until XX/XX/XXXX comes and nothing is paid. This was explained and confirmed by the agent on my call. Please see Activity Schedule ( attached. ). o I placed a call with PHH on XX/XX/XXXX. On this day, the most recent payment was less than 80 days late ; and I wanted to discuss my next payment the week of XX/XX/XXXX since the letter was confusing I was not requesting assistance I have requested this call be reviewed by PHH to prove my assertion that I was not requesting assistance 3. The lack of appropriate written notification where the terms in which Ocwen accepted payment was no longer being honored by the new servicer o No written notice received disclosing the 89 day rule no longer applied. On the call on XX/XX/XXXX the following took place : Agent XXXX advised me PHH goes by 45 days delinquency hence the letter Agent XXXX, advised me that I would be prohibited from making a single payment, as it would be returned. I explained 2 payments by the end of XX/XX/XXXX was not possible Agent XXXX suggested several options and took me through a 2 hour interview for prequalification of mortgage assistance Agent XXXX told me I was prequalified for all options discussed I waited for the package. o I promptly completed the package on time and emailed it on XX/XX/XXXX o I received confirmation on XX/XX/XXXX of receipt o I received notice of no receipt on XX/XX/XXXX o I received notice of completion and acceptance on XX/XX/XXXX o I called PHH on XX/XX/XXXX for a status. o I was given the status of final stages and escrow analysis was in process o On XX/XX/XXXX, I received a denial letter dated XX/XX/XXXX ( a day prior to my verbal confirmation of final stages and escrow analysis o On XX/XX/XXXX I spoke with Agent XXXX. o Agent XXXX informed me XXXX XXXX is the servicer holding the actual collateral documentation ( loan and modification packages ), and PHH is actually just the sub-servicer o Why is there New Rez on the denial letter on the top never was explained o No written notice has ever been provided of the servicing relationships ( Until XX/XX/XXXX ) o Agent XXXX stated I should have made the XX/XX/XXXX payment. o Agent XXXX asked me if I could make 4 payments by the end of XX/XX/XXXX. I said no. o Agent XXXX asked me if I could make 5 payments in XX/XX/XXXX, I said no. o XXXX counter-offered Agent XXXX that I could 6 payments in XX/XX/XXXX by the end prior to XX/XX/XXXX and she said no. o Agent XXXX stated the denial for the modification was due to modifying my loan with Ocwen prior to the servicing transfer PHH so the number of times is cumulative. I am unaware what this number is. Many of my records were lost in the flood in XX/XX/XXXX. I am only aware of 1 possibly 2 and have lived here 19 years and none under just myself since being divorced. If PHH is my sub-servicer, then why am I not being held to XXXX modification criteria? What are those criteria? Are they more stringent or lenient ( as Ocwens was )? o Before I could even finish this submission for appeal, I received yet another letter dated XX/XX/XXXX, from PHH now stating that XXXX XXXX is the owner of the loan and PHH is still servicing? And not on paper that had XXXX XXXX at the top. ( Attached Change of Bank Notification ) o XXXX XXXX was listed at the top of the the denial letter, however Agent XXXX said the bank was XXXX XXXX. o What happened? I do not understand why my loan keeps transferring both bank and servicer now. Has this been sold as an REO Asset while Im still trying to remediate acceptable repayment terms? If so, the new letter does not indicate that ; but why else would another servicer be willing to purchase my loan unless they plan to sell it in REO? Why XXXX XXXX was on the denial letter on the top never was explained. There are many options I can suggest that I think are reasonable and can benefit all parties : 1. Reconsideration of reinstating the existing modification although was developed for a 2 person income this is what I alone was paying for 2. A repayment plan with payments that would include extra per month to catch up those that are behind 3. A forbearance option to get back on track due to PHH misdirection of not allowing me to make the payment in XX/XX/XXXX on the schedule I had been 4. Establishing a new set of terms as the single person that I am, and have been for several years 5. Finally, although it would be putting an unnecessary hardship on me, I am willing to make 6 payments prior to XX/XX/XXXX as a last resort, should a new modification and/or forbearance not be offered. The end goal is simple. I want to resume making my payments, remain in my home and move on with my life as a single parent, as this has been an ongoing saga with PHH for close to 3 months. This process has delayed me from paying as I had been, and I reiterate, I never was seeking any help at the time of the call on XX/XX/XXXX which put me where I am. My daughter is in her junior year of high school and knows no other place but this home. She lives with me full time. I believe it is a fair representation to summarize this process as having serious flaws regarding communication and assistance. I strongly request reviews of the recorded calls from XX/XX/XXXX and XX/XX/XXXX.
Company Response:
State: CT
Zip: 06606
Submitted Via: Web
Date Sent: 2019-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2008 XXXX XXXX supposedly signed on behalf of Option one as assignee but it appears that this alleged assignment has been deliberately altered to redact the name of the person who supposedly executed the assignment on behalf of option one it was placed in a PSA and never make the cut off dates XXXX XXXX claims I owe XXXX XXXX From a refinance of XXXX Qwr was sent out to explain issues I never got a reply from them ahm are ocwen
Company Response:
State: NY
Zip: 11233
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We refinanced our mortgage, previously held by XXXX XXXX servicing for PHH mortgage in XX/XX/XXXX. We were given an amount to wire to the closing attorney and this was done the day after the paperwork was filed. The payoff was adjusted the following Monday however the closing attorney/title company made the payment to XXXX XXXXPHH for the original amount, resulting in an overpayment to them in the amount of {$1000.00} plus an overpayment of interest in the amount of {$140.00}. The details are as follows : On XX/XX/XXXX the company we refinanced with was provided with a payoff statement from XXXX XXXXPHH. This statement provides the following : Current principle balance : {$180000.00} Interest due through XX/XX/XXXX {$740.00} ( at a per diem rate of {$24.00} ) Recording Fee : {$14.00} Recoverable balance {$11.00} Wire fee : {$25.00} Total Payoff : {$190000.00} Your payoff statement further states : THIS STATEMENT REFLECTS THE TOTAL AMOUNT DUE UNDER THE TERMS OF THE NOTE/SECURITY INSTRUMENT THROUGH THE CLOSING DATE WHICH IS XX/XX/XXXX. On XX/XX/XXXX XXXX XXXXPHH was wired {$190000.00}. The difference between the amount of the payoff ( through XX/XX/XXXX ) and the amount they were wired is {$1000.00}. Additionally, they applied the funds to our loan on XX/XX/XXXX. This leaves 6 days of interest which would not have been accrued at the per diem rate of {$24.00} for a total of XXXX. Neither of these amounts have been refunded to us at this time. In fact, the online system we have for our account with them shows a lot of odd amounts all attributed to " late fees and misc '' on the day the wire for payoff was sent to them. We have screen shots of these but the run down is as follows : The activity of our loan in the online portal shows the following, all for XX/XX/XXXX. Payment received : {$180000.00} Suspense Payment received : {$990.00} Misc fees/late charge Payment received : {$990.00} Misc fees/late charge Payment received : {$990.00} Misc fees/late charge Payment received : {$990.00} Misc fees/late charge Payment received : {$640.00} Misc fees / late charge Payment received : {$14.00} Misc Fees / Late charge Payment Received {$25.00} Misc Fees / Late charge The total of these payments is {$190000.00} or exactly {$11.00} less than the actual amount of the wire sent to the mortgage company on XX/XX/XXXX. The second issue is our escrow account. As of the last statement dated XX/XX/XXXX as well as the payoff statement dated XX/XX/XXXX our escrow balance was {$6400.00}. No payments of our insurance or taxes have been disbursed from this account and this has been verified with our insurance company and the XXXX Department of Revenue. Within days of the payoff of the loan, our escrow was suddenly reduced to {$3100.00} with absolutely no notation in the activity of where the remaining {$3300.00} went. As the payoff statement indicated that it was the TOTAL AMOUNT DUE and as XXXX XXXX/PHH was already sent well above that amount, we can see no reason within the provisions of the payoff that any escrow could have been used for any shortfalls in the payoff amount. There is no other acceptable reason for our escrow to have mysteriously dropped by this amount with no accounting for expenditure. On XX/XX/XXXX a check was issued to us for just under half of our escrow in the amount of {$3100.00} and this is reflected in the activity online. Based upon the above, the totals currently owed to us are as follows : Overpayment of payoff : {$1000.00} Overpayment of interest : {$140.00} Escrow refund due : {$3300.00} ======== Total owed to us : {$4600.00} We have been unable to get the company to explain where all of our missing money is. We provided a detailed accounting of the missing funds to them by certified letter and fax on XX/XX/XXXX. We have only received a response indication they received our letter but nothing else. We are turning to you in the hopes that you can assist us in getting them to respond and reimburse us the funds that have been improperly withheld. Documentation of the payoff, excrow, amount wired and all other aspects of this complaint have been provided to XXXX XXXX/PHH and can be provided upon request.
Company Response:
State: GA
Zip: 30046
Submitted Via: Web
Date Sent: 2019-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Missed work due to a natural disasters and then a c person contacted us from Ocwen mortgage that turned out to be a scammer lost XXXX dollars tried to get a modification or repayment plan or forbearance denied all said they sent out a letter never received so don't even know the reason we were denied they said it was in the letter .now our payment has gone up almost XXXX dollars a month mortgage company says insurance increase but now we have a letter saying insurance cancellation because of none paymen.we our at our ends we don't want to lose our home we have been in for 15 years feel we our being screwed we have just fell on bad times and want to workout a deal please help I don't know what else to do so many scammers out there afraid of them and they say I should not have to pay for modification help thank you XXXX XXXX
Company Response:
State: MO
Zip: 63026
Submitted Via: Web
Date Sent: 2019-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My current servicer is force placing insurance for a structure located on my property that has been destroyed by Hurricane Irma and no longer exists. Before the storm there were two structures on the property. Full Insurance coverage has remained in place for the remaining structure. I have sent the required documentation multiple times that the property no longer exists in order for them to cancel the forced placed insurance. Even though they have cancelled the policy several times once they receive my documents they continue to do it again the following month and I have to repeat the process all over again. They have cancelled the forced placed coverage several times this year alone and put in writing acknowledging their error and that they are aware there is no longer a structure yet every month I get a new forced placed insurance policy. This is so ridiculous to have to prove every single month that they there is no structure and it has caused me distress and so much time to stop them from doing this every single month. It is blatant disregard and it should not be allowed. It has caused me emotional distress and I am worried the lender is trying to charge me for something I do not owe. Please make them stop. I have tried everything! I am uploading all of the forced placed notices along with correspondence stating they are cancelling the coverage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33065
Submitted Via: Web
Date Sent: 2019-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A