Date Received: 2019-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan number with PHH Mortgage is XXXX. My payment is considered late on the XXXX of each month. I make payments through my XXXX XXXX online banking. On XX/XX/2019 I remitted a payment of $XXXX (payment due is less but I always pay more). The bank indicated gauranteed delivery on XX/XX/2019. This afternoon I received a notice indicating that I was late with my XXXX payment.. I checked my account and, in fact, I was unable to ascertain if it had been sent or in the process of being forwarded. In a panic I called the lender at XXXX. I tried to ascertain through the automated system payment department as to the status of my XXXX payment. I tried to enter my information for approximately 15 minutes but was continuously told that I did not have an account with them even though I was viewing a letter from PHH with all my information including the account number I wast entering. I finally gave up and called again hoping to get a human being and after some extensive navigating I was able to do so. I explained the problem at which time the representative asked the address where I sent the payment ( and where I have been sending several PHH mortgage payments for more than ten years. He said it was the wrong address and gave me another and then another neither of which matched where I always submit payments.. He recommended waiting another few days but I was afraid to do so in case the bank had not completed the process. I said I was willing to pay again this day to cover my credit with them. He recommended either paying by phone for $XXXX or by website at XXXX XXXX for immediate posting. Either was satisfactory but he then told me I would still be charged the pmt fee plus the $XXXX late fee. Considering that my long time accounts have been in good standing I asked if I could speak to the supervisor to ask for a waiver. He put me on hold and at this moment I have been waiting 65 minutes without anyone coming on the line to notify me of the status relevant to my request to speak with the supervisor. During this incredibly long wait, I have been trying to send another payment through the PHH website which again kept refusing my information. Surprisingly despite the tremendous problem with identity fraud, PHH requires the customers social security number in order to proceed to remitting payment on a new account. I was desperate enough to give my social security number but still was denied access just as they did when I called with the same loan number they themselves furnished in their recent letter. PHH has shown a complete lack of respect and an unconscionable deficit of decency in their insulting customer service. While still on the line waiting for what I now know will never occur, I decided to refer this total lack of customer value to your organization in hopes that they will at least be contacted with some form of admonishment. I will now hang up and call again in an effort to pay by phone in hopes of protecting my credit. Thank you for your attention to this matter
Company Response:
State: CA
Zip: 92886
Submitted Via: Web
Date Sent: 2019-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH received loan servicing in February 2019PHH failed to furnish 1099 since thenPHH is again attempting to take my home
Company Response:
State: WA
Zip: 98031
Submitted Via: Web
Date Sent: 2019-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Starting from on or about XXXX XXXX, XXXX XXXX has been applying my timely monthly mortgage payments to escrow and not the principal and interest. Only once did I receive a refund check, in the amount of one month's mortgage payment. I did not think anything of it as the banks usually issue a check for escrow remainder. Instead, XXXX XXXX continued to hold my monthly payments in escrow and not applying it to the principal and interest. After notifying them numerous times and having to make the same exact complaint over and over, I continued to receive 90 Day Pre-Foreclosure Notices. It was not until XXXX, XXXX that the issue appeared to be resolved; however when I asked for something in writing regarding their mistake, I was sent an email, no letterhead, simply stating that the prior three months were applied--as if I was the one who make the mistake. On those occasions that I had to call, my wife had to take the day off from work to help me discuss the issue with them, because we would be on the phone for over an hour, mostly waiting. Each representative we spoke to had no idea why we were calling and each time we had to go over the same things and direct the representative to read the prior notes. On one occasion, the representative had us on hold for over half an hour and when asked to speak to a supervisor, she placed us on hold for about 20 minutes and then hand up on us. Unfortunately, we lost our temper before being transferred to the "research team", which we were told would be researching this since about XXXX XXXX, where we had to again relay the issue. Now, it seems that XXXX XXXX has been charging us approximately $XXXX for "expenses". There were no notices sent regarding what this additional fee is about. When we called the representative said that it was costs transferred to them, but they were servicing the loan since XXXX or XXXX XXXX, when all this mess happened, and that cost was not there. XXXX XXXX never escalated it to the proper department, for over a year we suffered when we received those 90 Day Notices, but no returned checks to give us any idea that our payments were not being applied properly. We never received any call back from a manager or supervisor regarding our inquiries, and now we are being charged for fees that we know nothing about.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2019-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern my name is XXXX XXXX and Im hoping I will be able to get some help because I am at my wits end. In a nut shell Ive had Ocwen mortgage company for about 15+ years I have always paid my mortgage every two weeks for two reasons first because I would not be able to afford the whole thing once a month and second because then it cuts your mortgage time in half from 30 years to 15years Now Ocwen was bought out by PHH mortgage services I was informed at that point that I should not send anything to Ocwen , to put my new mortgage companys address into my XXXX XXXX XXXX online bill pay which I did. I send {$510.00} every two weeks to the new address have never been late with the payment in my life. Now I start getting these letters from the new company first telling me they dont do this bimonthly billing I am going to be sent to the creditors theyre showing me I owe thousands of dollars which I dont. Then, I get another letter saying that they do have a flex pay program but it has to be on their terms the two times of the month that they want it to be and it has to be directly taken out Of my account and each transaction is {$2.00} which is XXXX dollars a month which is a joke and unaffordable I am XXXX years old on SSI less than a thousand a month and take care of my XXXX year old mom am terrified now that this new mortgage company took over that I will not be able to keep my payment schedule that I have had for over 15 years now and I am just so scared now that PHH will not work to help me keep things as they have been and that I may at some point lose my home. Please I am begging, is there anything that anyone can help me with to get this resolved before it is too late? Thank you so very much in advance for even reading this XXXX
Company Response:
State: FL
Zip: 33071
Submitted Via: Web
Date Sent: 2019-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: while ocwen has made many mistakes on top of it all ocwen never furnished me a 1099 for taxes; im still being charged on my mortgageocwen failed to furnish 1099
Company Response:
State: WA
Zip: 98031
Submitted Via: Web
Date Sent: 2019-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: We used XXXX XXXX XXXX to refinance. Who ran my credit. They sold it to PHH mortgage, who ran my credit twice and it dinged me. I want to know why they did this!
Company Response:
State: AZ
Zip: 85143
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: PHH took out an LBI policy (lender Based Insurance) home owners insurance policy even though I/we have our own home owners policy. Their action has caused our mortgage payment escrow amount to increase. WE DO NOT OWE ADDITIONAL MONIES PER MONTH TO THE ESCROW ACCOUNT FOR HOME OWNERS INSURANCE! WE HAVE OUR OWN POLICY WE PAY SEPARATELY! We have on two separate occasions submitted proof of insurance. They did not do their due diligence when merging certain department with a company called XXXX XXXX XXXX to verify ownership of separate homeowners insurance policies in our history dating back to prior to XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX with the same address. They stated they had a different address while all along had they done their due diligence they would have seen both addresses same loan number and documents corresponding to the same address as the insurance declaration proof of insurance.Since XX/XX/XXXX we have been trying to correct THEIR mistake via the phone. Numerous calls. Most recently PHH has placed a derogatory report on our credit. This has adversely affected our credit and our ability to get credit.
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2019-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage consolidated with Ocwen Servicing. As a current Ocwen customer I received information about the transfer of the loan. I received a new load number and was told that my automatic payments would cease. When I attempted to begin automatic payment with PHH I was met with a mired of " Nos ''. They do not offer bi-weekly automatic payments and has an online payment system that does not support bi-weekly payments. They eventually granted me approval for bi-weekly automatic payments, but are not able to document it or confirm ( besides verbally on the phone ). I have spoken to them at least 30 times since they took over my account on XX/XX/2019. When asked about making an internal complaint, those are accepted by the customer service rep you need to complain about. After speaking to several of the customer service representatives, it is evident that PHH is set up to encourage mortgage non-payment/failure, as they intentionally make payment difficult. They intentionally limit payment options to encourage foreclosure.
Company Response:
State: LA
Zip: 70068
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: A modification package was sent to Ocwen on XX/XX/2019. On XX/XX/2019 a representative for Ocwen, XXXX ID XXXX confirmed a complete package and we were told 30 day review for decision. On XX/XX/2019 the loan was transferred to PHH and the entire package was sent to PHH via fax. XX/XX/2019 a representative for PHH, XXXX ID XXXX confirmed a full modification package and we were told we were back in underwriting review. Subsequent follow up calls on XX/XX/2019, XX/XX/2019 and XX/XX/2019 we were told that the file was in underwriting review. XX/XX/2019 a representative for PHH, XXXX ID XXXX, advised that a letter was coming asking for an additional 30 days to review. Per XXXX the investor requested the additional review time. XX/XX/2019 status update call also confirmed we were in underwriting.On XXXX XXXX a status call had PHH requesting updated 30 days of paystubs, no supervisor was available and I did not receive a call back. XXXX XXXX the paystubs were submitted.Calls on XX/XX/XXXX and XX/XX/XXXX we were told that the paystubs were illegible and there was another bank specific form requested, submitted XX/XX/2019. On XX/XX/2019 a supervisor was available, ID XXXX, and we were told we would be back to underwriting the following week. On XX/XX/2019 I spoke to supervisor, XXXX ID XXXX and was told that XXXX XXXX denied the modification, when asked why they kept collecting document, no one knew.XX/XX/2019 a research request was opened to see what was going on. The research request was never received. Documents continued to be collected until we were told we were back in underwriting as of XX/XX/2019 and looking for investor approval. As of today, XX/XX/2019 PHH is still requesting documents. We would like an explanation for the length of time this file has been in loss mitigation and the decisions made by PHH and XXXX XXXX.
Company Response:
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had a loan with OCWEN which was a nightmare and they transferred to PHH- can not believe its worse. The website is very slow to load, if it does at all. There appears to be conflicts in mailing addresses, and if it finally loads and you can get to where to make a payment it comes up with sorry, not now. As I said, unclear where to send a payment. I just setup an auto deduct and when finished says will start XX/XX/XXXX, not XXXX And I set it up for XXXX, just to try to get it paid. All this because Ive spent hours and hours and three months trying to get my loan PAID OFF. About three weeks ago I finally found and faxed the form to request the payoff amount and closure of line of credit. Nothing back. I am terrified that even if I can ever get them to take the money I will never get the lien removed. My husband and I are both XXXX seniors, he is a XXXX era veteran. To spend all summer spinning wheels and going nowhere for something that seems like it should be so simple ( give me the amount, how you want it sent and clear the HELOC ). Ive even talked with a couple of lenders thinking I may have to take out another loan to get out of this so I can pay that off to get clear-but that just doesnt see right.
Company Response:
State: OR
Zip: 97404
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A