Date Received: 2019-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was approved for a mortgage modification by Owen in XXXX of XXXX. I paid required payment of {$XXXX} to Ocwen and verified it was received on XX/XX/19, with due date of XX/XX/19. On XX/XX/19 I received written confirmation by XXXX, relationship manager with Ocwen that modification would be upheld by PHH when {$XXXX} was received. OnXX/XX/XXXXXX/XX/19 my loan with Ocwen was transferred to PHH Mortgage. I was informed by PHH that they did not have access to my financial records or notes on the account until XX/XX/19 due to the transfer of service provider. I was required to pay one additional payment to complete the trail payment for completion of permanent modification. Total number of payments under trial payment period was 3. Two of the payments were made XX/XX/19 and the third payment of {$XXXX} was mailed on XXXX by my personal checking account sent to PHH at their XXXX mailing address. After 14 days, I contacted PHH and was told the payment was not received by them. I placed a stop payment on my personal account and resent a cashiers check of {$XXXX} through XXXX XXXX XXXX XXXX XXXX and mailed using USPS Priority Mail with tracking number included. I confirmed with USPS that my payment was received on XX/XX/19 at XXXX XXXX in XXXX post office and was picked up by an authorized mail courier. PHH denies ever received or crediting my payment sent via priority mail. After phone conversations with a PHH manager on XX/XX/19 was made and manager agreed to take a phone payment using my personal checking account. OnXX/XX/19 payment was withdrawn in the amount of {$XXXX}. On XX/XX/19 I received the original payment of {$XXXX} back to me in the mail along with letter saying it was not sufficient to bring account current. My home is now in forclosure but no date of sale has yet been assigned. My due diligence was made in every way to make the agreed payments but have not received any assistance by PHH. I was informed by my credit union where cashiers check was purchased that they can not refund the missing {$XXXX} until after a 90 day claim waiting time. It appears to me that PHH wishes to foreclose on my property rather than fix the issue of missing payments attempted to be made by me. I offered to pay over the phone for entire amount due or even do a wire transfer to them. Both of these options were denied by PHH. I was informed only a check mailed to the XXXX USPS would be accepted and I have until the last day of XXXX to make that payment. I have confirmed with a supervising customer representative at the USPS XXXX that the zip code I mailed to is specific to PHH and a courier signs for all pick ups from that location. The USPS supervisor also explained they have many, many complaints of payments not being credited or received by PHH/XXXX XXXX processing center. I can not take the chance of attempting to mail another payment since past history shows there is a significant issue in mail delivery to PHH.
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2019-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: hello again, i put a claim in previously under Thank you for providing feedback! Thank you for providing feedback on the companys response to your complaint. Weve noted your feedback. COMPLAINT ID XXXX SUBMITTED ON XX/XX/2019 and you sent me the response from the bank with a guy namedXXXX XXXXXXXX XXXX WHO wrote a very nice letter saying what they did for me, but it was all a lie, once i received the response i sent directly to that gentleman along with phh bank again EVERYTHING i have been sending them since this modification first began but you closed that complaint id and i dont get why??? it is not solved, they are going to take my home and i beleive if someone doesnt help me soon my XXXX husband will be living in the street, so i guess i have to refile a new claim since i did send all the paperwork again, and i have not heard from anyone on this matter.. please i can pay the mortgage
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2019-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We submitted a complete financial package on XX/XX/19. Approx. 30 days later we reached out due to another request for a paystub and were told that the original submission is acceptable and that we would receive and answer in 30 days. On XX/XX/19 another letter was mailed asking for paystub info. Called and was informed that paystubs were not legible. Mortgage now almost 90 dpd. Request in their hands since XX/XX/19. I am filing a complaint with the State Attorney Generals Office as well. XXXX XXXX/PHH are negligent in their handling of this account/modification process and need to be investigated.
Company Response:
State: GA
Zip: 30040
Submitted Via: Web
Date Sent: 2019-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: we behind payments because of utilities are up and unexpected house repairs we try to reach out and seek loan modification but unfortunately they will keep saying that the loan modification papers are incomplete we keep updated our papers but still same things happens keep sending we reach out for mediation and we have hearing with with the meditation judge and XXXX XXXX XXXX which represent PHH mortgage which advice us to send complete package again to hold the foreclosure date they acknowledge or receive the papers and under review but the next day XX/XX/2019 i receive email again that they will not review our modification papers because of the of insufficient time which is unfair to us because we do our best to forward the loan modification papers on time
Company Response:
State: MD
Zip: 20716
Submitted Via: Web
Date Sent: 2019-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH started servicing my mortgage on XX/XX/2019. At the same time my mortgage interest would increased resulting in an increase from about {$1800.00} to {$3000.00} a month. Prior to this date, I received letters from my previous service provider indicating the changes and I started the process to refinance my loan, bringing my mortgage down to about $ XXXX {$2400.00} a month and we were set to close in XXXX. I also made the necessary changes in my online banking to make sure the payments were made to the correct back starting in XX/XX/2019. However ; I forgot to change the amount to be paid. On XX/XX/2019 PHH received a payment of {$2000.00} which is what I use to pay my pervious provider and they would apply the additional funds to principal. On XX/XX/2019 I realized I had not change the amount to the new total amount due of {$3000.00} and made an additional payment of {$2000.00}. On XX/XX/2019 I was contacted by the loan officer working on my refinance and was told that a pay-off statement showed I was late on my mortgage and that if I did not get the issue resolved by the end of the month the refinance would not go through and I would have to start the process all over again. I immediately contacted PHH and spoke to a representative who stated they had received that {$2000.00} payment on XX/XX/2019 but since it was not the total amount due, it could not be applied towards my monthly payment and the funds where placed in a suspense account. The representative also confirmed they had received the additional {$2000.00} on XX/XX/2019 and that they did not know where to apply the funds so again they were placed in the suspense account. The representative said he had to put in a work order to have the funds moved from the suspense account and post as a payment towards my mortgage but it would take up to 72 hours. I explained to the representative the issue would effect my refinance and he assured me it would be corrected in the time specified. I continuously checked my online statements for changes and seeing no change on XX/XX/2019 I called PHH again only to be told the work order had been placed and they were still waiting on the funds to be moved from the suspense account. I demanded to speak with a supervisor and after a long wait I was connected and had to explained my self all over again. The supervisor said she would look into the issue and that she would get back to me. Again, I explained this had to be correctly immediately or it would effect my refinance and possibly my credit. On XX/XX/2019 I received an email stating " There is a technical issue that is preventing us from posting the funds intended for the XX/XX/2019 payment? At this time, sufficient funds have been received for the payment, and it will be applied and the payoff sent as soon as the situation is resolved.?? '' Since then I have made an additional payment of {$3100.00} for the XXXX mortgage but the online portal and the pay-off statement still show a XX/XX/2019 due date and there is {$7100.00} in the suspense account. I have contacted PHH via email and phone multiple times only to be given the same answer. " Please be advised that we are still working to determine the fix to the technical issue that is affecting the account. We have not yet completed the process. This issue has delayed my refinance process costing me and additional $ XXXX {$700.00} a month. If the issue effects my credit my loan officer said I would have to wait a minimum of 12 months before applying again and pay again for the appraisal. The refinance process can take up to 3 months so the inability of PHH to quickly resolve their " technical issue '' could potential cost me $ XXXX {$10000.00} not to mention the mental stress and impact this could have on other living expenses.
Company Response:
State: VA
Zip: 22207
Submitted Via: Web
Date Sent: 2019-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Despite multiple requests, PHH has failed to provide the contact information for the investor of our loan. PHH has violated RESPA and continues to provide conflicting information around our request for assistance. We have been going through this process for almost two years. No one is hearing our side of the story.
Company Response:
State: VA
Zip: 23831
Submitted Via: Web
Date Sent: 2019-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: NOTICE OF DISPUTE OF VALIDITY OF DEBT PHH Mortgage Services XXXX XXXX XXXX Mr. XXXX, NJ XXXX XXXX XXXX, Relationship Manager XXXX RE : Loan # PHH MORTGAGE SERVICES CORPORATION C/O REGISTERED AGENTS XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, IN, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, GA XXXX Ocwen Loan Servicing, LLC C/O Corporate Services Corporation XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, UT XXXX Consumer Protection Finance Bureau Washington, DC All : I dispute the debt. 1. PHH mailed me a letter on XX/XX/XXXX from XXXX XXXX. XXXX XXXX has never spoken with me, replied to any of my emails, answered any contact from PHH professionals, fairly and properly considered my request for mortgage assistance or timely done so by the Fair Debt Collection Practices Act or the Equal Credit Sportily Act. I recieved the XX/XX/XXXX letter XX/XX/XXXX. 2. Ocwen, the predecessor to PHH, promised me if I submitted a full mortgage assistance application in XX/XX/XXXX, that the mortgage amounts would be refigured for up to 24 months. 3. Neither Ocwen or PHH have executed on the representations made by Ocwen that I have informed them of fore more than 90 days. 4. Federal law required a Mortgage Holder to abate, forestall, and delay any foreclosure proceedings when an application for mortgage assistance is under review. 5. On XX/XX/XXXX, PHH sent a letter to me that it would take 10-15 days to process the request that it has had since XX/XX/XXXX. By federal law, if I disagree with eh assessment, I can appeal the ruling, and by a copy of this letter to the Consumer Protection Finance Bureau, I do so. 6. Contrary to the PHH XX/XX/XXXX letter, PHH denied my rights to get a final ruling and authorized an attorney to procced with foreclosure at least 2 days before, when XXXX XXXX XXXX sent me a letter on XX/XX/XXXX. 7. The XXXX law firm outlined a deceptive, false, misleading letter calculated to frighten and discourage resolution in the XX/XX/XXXX letter that the amount of the debt of {$250.00}, XXXX. The letter doesn't speak to or actually outline the payments due to bring the account current. 8.On XX/XX/XXXX, I received a XX/XX/XXXX letter from XXXX law firm. That letter outlined that I can pay the entire amount owed by OCGA 13-1-11 without paying attorney fees. The letter again is deficient and deceptive in that it doesn't indicate the amount owed to PHH as delinquent principal and interest. For these reasons, I dispute the debt and challenge the validity of the foreclosure.
Company Response:
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This has been going on since the entire year of 2019 I would pay my mortgage the checks would be cashed but not applied to my account I have had to call PHH Ocwen Mortgage Company just so I can get my payments applied correctly I had to do all the legwork send them front and back copies of the checks if they can apply my payments correctly they're getting a bad mark on my credit report which I am trying to rebuild
Company Response:
State: TX
Zip: 75227
Submitted Via: Web
Date Sent: 2019-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The amount of bank fraud that PHH commits is unreal. We are currently in a short sale review. Have been for 7 months. PHH ordered a new appraisal. The appraisal came back at {$280000.00}. Our offer in review is {$280000.00}. PHH declined our offer that is over market value and requested {$300000.00}. That's good old fashioned bank fraud.
Company Response:
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2019-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Have attempted to work with lender for last year. Filed paperwork five times for modification. They have lost numerous copies and or pages causing the procedure to begin again. Past three months have called them twice daily. They say they have an assigned case manager but have never been able to speak to this " person ''. No one that I have talked to there even knows who that is. Just some name they made up to look good. Always a different person to speak to and they never give the same answers. Worse company I've ever tried to deal with. They want you to give up and fail.
Company Response:
State: OH
Zip: 437XX
Submitted Via: Web
Date Sent: 2019-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A