Date Received: 2019-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The allegation for this complaint is as follow:The issues begin since the beginning of the filing of Bankruptcy Chapter XXXX on XX/XX/XXXX. There were some payments missed and property tax not paid, so BKXXXX was filed to sustained the arrears escrow and some back payments in the amount of $XXXX. During BKXXXX, every effort was made to meet with the BKXXXX payments regulations and sustaining the regular monthly mortgage payment on the account. But each month the monthly payment would increase without any explanation. But we continue to make monthly payment as required. But we don't believe the amount due was justify. And the bank keep increasing the monthly due to about $XXXX per month. Fast forward 5 years after BK Chapter XXXX was completed and a discharged was granted XX/XX/XXXX. Monthly payments continued post BKXXXX, up until XX/XX/XXXX. As of XX/XX/XXXX, OCWEN said we have not made mortgage payment for the past 46 months. OCWEN did not acquired the loan until XX/XX/XXXX. How can they say we are 46 months behind. Original loan was own by XXXX XXXX, sold to XXXX XXXX in XX/XX/XXXX, then the loan got transferred or sold to XXXX XXXX in XX/XX/XXXX, the loan was transferred to OCWEN on 1XX/XX/XXXX. As of XX/XX/XXXX, PHH Mortgage Services and OCWEN joined forces to established mortgage origination and servicing capabilities. As a result, PHH is now enforcing a foreclosure on my home. The date of sales: XX/XX/XXXX at XXXX. The publishing amount of the Notice of Sales is now $XXXX and PHH is now the current loan Servicing company.Both company are doing shady business. A dispute was filed on OCWEN on XX/XX/XXXX. But now since the merger with PHH Mortgage Services in XXXX XXXX XXXX, XXXX XXXX, NJ XXXX. They are once again pursuing with Foreclosure on my home. In the disclosure, they indicated an escrow arrears of $XXXX not paid. Enclosed is all of the supporting documents for this claimant. Both companies, OCWEN and PHH Mortgage Services should be put of business for robbing innocent people like myself, who have worked hard to upkeep the home. I am pleading for your help in my case. Please let my case be heard.Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92870
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have had the mortgage loan with Ocwen for several years, and underwent a modification. We had no issues with Ocwen or application of payments and have had the payment automatically drafted from our checking account for a long time.Servicing was transferred to PHH Mortgage Services effectiveXX/XX/19. All of the payments until this time have been automatically debited from the same account for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX.OnXX/XX/19 PHH sent a form letter stating the automatic payments have been cancelled and this letter listed a number of reasons. I called them today at XXXX XXXX ET and spoke with XXXX, operator XXXX, who informed me that persons in active bankruptcy or those with a discharged bankruptcy are not permitted to have payments automatically drafted via ACH. When I requested a copy of that policy in writing, he stated the letter is the written policy. He did not transfer me to an escalation specialist as he said he would, but simply told me this letter is the written proof I need. I did advise we would have this situation reviewed by our attorney. I also advised him that we just re-enrolled for automatic payments through their website again. He stated that the request needed to be reviewed and may not be approved.We have built up almost 100,000 in equity, and are concerned that they may be using this as an excuse to foreclose if they don't get our payments. Can you please investigate this and provide us with an update?Thank you very much.
Company Response: Company believes the complaint is the result of a misunderstanding
State: FL
Zip: 32068
Submitted Via: Web
Date Sent: 2019-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My wife and I, with the help of a local law firm, submitted an application in XX/XX/2019 to Ocwen Mortgage Company, for a short sale of our home. We included all required documentation including a fully ratified contract from a prospective buyer of the home. Ocwen wasted time and did not process our application in a timely manner. Then we received a letter in XX/XX/2019 that Ocwen had joined forces with PHH Mortgage services and PHH had become the new servicer for this account. The prospective buyer dropped out after waiting 3 months for an approval which never came. We updated and resubmitted all documentation to PHH, which we did in a timely manner in XX/XX/2019, along with a ratified contract with a new prospective buyer. On XX/XX/19 we received a letter from Ocwen / PHH saying "Thanks for submitting the request for mortgage assistance. We have reviewed the application and documents submitted. The application is currently COMPLETE as of XX/XX/19 and we do not require any additional documents at this time to evaluate the request for help..."Since late XX/XX/2019, both I and my representative from a local law firm have repeatedly called, have been put on lengthy holds, and have been transferred from person to person, only to find that NOONE HAS REVIEWED OUR APPLICATION AND SUPPORTING DOCUMENTATION. We are very concerned that this prospective buyer will drop out like the last one did due to lack of progress, and that this home will go into foreclosure. All of this could be avoided if PHH's Short Sale Dept. would only review and approve our thorough short sale application and supporting documentation. Thank you in advance for your assistance with this matter.
Company Response:
State: MD
Zip: 20850
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am trying to sell my home through a short sale. PHH is my loan servicer. I have submitted all the required short sale documents - PHH has a horrible overseas call center staffed by individuals who cannot speak clear english and cannot answer my direct questions pertaining to my short sale request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Our home was listed for short sale in XX/XX/2018, and we had an offer within a week. Since then, we have been trying to get approvals from both the first and second trust, ur they keep asking for the same documents over and over again. We comply, and then they circle back with the same request. Finally, XXXX (the first trust) approved, but PHH (the second trust) continues to drag.There has been a significant lender delay and they are acting in bad faith.
Company Response:
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2015, my home, XXXX XXXX XXXX, XXXX Georgia XXXX was sold at foreclosure sale. At the time of the sale, my mortgage reflected an amount of $XXXX. The property was sold for $XXXX. As such, there remains an overage of over $XXXX. This was my primary residence.We have requested an itemized listing of all costs and fees paid as a result of the foreclosure sale of the property. We have also requested a listing of all legal fees, disposal costs and federal, state and local taxes paid as a result of this foreclosure sale.
Company Response:
State: GA
Zip: 30311
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: PHH Mortgage services located in XXXX New Jersey recently took over my loan from Ocwen I received a package from them regarding a loan remodification I promptly filled it out and attached supporting documents I mailed this to them USPS XX/XX/XXXX 10 days after the issuance I followed up with PHH and was told they had not received my documents I called the very next day and they verified that they had received them and that they were in the process of uploading them with a 24 to 48-hour window were there modification team to review at this time I was instructed the active foreclosure would be on hold for up to 30 days as they review the documents on XX/XX/XXXX the phone call was noted completely incorrectly as its stated above-mentioned context of our conversation and went on to say in the notes that the mortgage company attorney had the paperwork for the loan remodification there was no discussion in this 2 minute phone call regarding this attorney or any prior knowledge at all regarding this fabricated phone Note I subsequently proceeded to escalate this through their management process where I spoke with XXXX agent ID XXXX XXXX instructed me to fill out the new form that he would provide me via email and assured me that he would listen to this XX/XX/XXXX 2 minute phone conversation noted above and get back to me with his discretion I have to the state not receive an email nor have been advised my loan number is XXXX furthermore I have just received the docket for my foreclosure as they are clearly enhanced this foreclosure process by skipping this critical step of loan modifications
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08005
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid my loan payment to Ocwen Loan Servicing, LLC (Account XXXX) for years, on time, with auto bank drafts. Around May 2019, the loan was assumed by PHH Mortgage Services (Account XXXX) and the auto payments were dropped without notice. When I realized the payment had not come out of my bank, I resolved the issue with PHH, made payments due online and then filled out the required forms with PHH to resume auto payments. I received a notice dated XX/XX/2019 (attached) that my automatic payments have been cancelled. When I contacted PHH to inquire, they indicated it was due to a bankruptcy discharge in my past. When I asked PHH to send me written support for this policy decision, they indicated they were unable to do so. My experience with the two representatives at PHH was frustrating as they kept repeating they were unable to do auto payments for me, but would not agree to send me a written explanation of their policy or laws governing this decision.I believe I am being treated unfairly. The bankruptcy in my past was discharged long ago. I have made on time payments by auto bank draft for years. PHH has a auto bank draft system they offer their customers. I believe I am unfairly being discriminated from using this payment system that will better allow me to continue my history of on-time, regular payments. For PHH to make paying my mortgage difficult seems wrong.I would like PHH to provide written documentation supporting their decision pointing to laws or procedures and I would like information to know how I can remedy this situation so I may once again pay my mortgage electronically on a regular payment schedule.
Company Response:
State: KS
Zip: 666XX
Submitted Via: Web
Date Sent: 2019-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Payment Errors:On XXXX XXXX, 2019, I was placed on a temporary repayment plan with Ocwen. My repayment plan starting with the first payment on XXXX XXXX and the last payment on XXXX XXXX which would have had me completely caught up as of today’s date. I was told that I would need to make a down payment of $XXXX by XXXX XXXX which I did. The monthly payment during the payment plan was XXXX which started on XXXX XXXX. I made the following payments (please see proof provided) Date Amount Payment made to Method of paymentXX/XX/2019 $XXXXOcwen XXXX XXXXXX/XX/2019 $XXXX Ocwen XXXX XXXXXX/XX/2019 $XXXX Ocwen XXXX XXXXXX/XX/2019 $XXXX PHH Bank TransferXX/XX/2019 $XXXX PHH Bank TransferXX/XX/2019 $XXXX Ocwen XXXX XXXXXX/XX/2019 $XXXX PHH XXXX XXXX Total = $XXXXI was told by a representative of your company that the $XXXX counted towards payments for XXXX, XXXX, XXXX and XXXX which does not make sense because I am not understanding where my down payment of $XXXX went. PHH also said they took over $500.00 and put it towards the escrow which was not supposed to happen. I was told that it would be taken out of escrow and put towards my principal in 2 business days and it was not done. I have called over 5 times regarding this issue because my account is still stating that I owe for XXXX and XXXX which is not the case. • Your company did not properly credit the payments that I have made since the beginning of XXXX in the amount of [X dollars]. This payment should have been credited to:o [All of the payments should have been posted towards my repayment plan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19135
Submitted Via: Web
Date Sent: 2019-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2019we attended Foreclosure Mediation at The OAH in XX/XX/XXXX, MD XX/XX/2103, in which the neutral judge told us that we should be allowed to submit the Borrowers Assistance Form so that we can seek the alternatives to foreclosure, the judge was aware of the Sale date being XX/XX/XXXX but yet instructed us/borrowers to fill the application for Loss Mitigation assistance. So we worked to quickly submitted the completed Loss mitigation Application to PHH onXX/XX/XXXX. Then PHH said that since the foreclosure sale date was less than 37 days away they are not willing to review the application. I understand the PHH may be in their right to decide not to review that application but then what is the help being offered to us/client? We had already submitted an assistance application when dealing with Ocwen , the previous mortgage servicer , and they did submit the paperwork requested by fax, but they told that Ocwen never received it after many attempts. We have not been receiving mail by PHH as we never received any notice that the house had a foreclosure sale date, until we were informed at the Foreclosure Mediation. We have income and are trying hard to earn extra income to help save our home. We would appreciate the opportunity to have the application reviewed for alternatives to foreclosure, as they have the power to allow a review of the application submitted. Thank you. Note :We can attached the Mediation files and the 3rd party authorization document if needed. Thank You,
Company Response:
State: MD
Zip: 20716
Submitted Via: Web
Date Sent: 2019-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A