Date Received: 2019-07-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Servicing transfer in the middle of a loan modification : I submitted in a timely fashion a complete loan modification / loss mitigation application to my then loan servicer Ocwen who acknowledged receipt thereof ( loan modification application ) then transferred my loan to PHH - which, to date, I did not receive status of my previously submitted loan modification, no single point of contact, and I still have a foreclosure sale date of XX/XX/2019 looming ( dual tracking violation ) PHH is violation of both Federal and California homeowner protection laws and doesn't seem to care. I want to be given my legal right to save my home - please help. This is NOT a duplicate complaint. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92692
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I suffered a XXXX and a XXXX XXXX in XX/XX/XXXX. I applied for help with Keep your Home California and received it in XX/XX/XXXX but according to the mortgage company my payments didnt lower in fact they went up still leaving me struggling. Now a new mortgage company has taken over this year PHH Acct XXXX and when I wrote them and requested to apply for another modification with better payments I was told to find the old one that was sent its still is active. But a few days later I received in the mail I was no longer eligible and my choice was foreclosure.
Company Response:
State: CA
Zip: 92346
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 we were informed via letter that our escrow account was short. And that we would have to pay {$1300.00} by XXXX or our monthly mortgage payment would go up. In the letter there was a summery of our payment history and projections. We only pay Hazard Ins, Water/Sewer and County Tax. On the projection page they had a charge I was not familiar with, Ground Rent for {$1300.00}. When I called PHH Mortgage and questioned them about the new charge no one seemed to know what it was for and recommended I call my County Tax Assessor. The County Tax Assessor confirmed that the charge for Ground Rent was not correct and they had never seen a Mortgage company charge for that before. I called PHH back again to see if I could get more info on the charge and they said there is nothing they can do, and I should get an attorney. Im getting bullied by my mortgage company and there seems that there is nothing I can do but pay an attorney and sue them! ***RESPA Section 10 violation for sure!!!
Company Response:
State: WA
Zip: 98802
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Since XX/XX/XXXX we have been actively attempting to obtain a payoff quote for our HELOC held by PHH Mortgage so that we may payoff and avoid foreclosure proceedings. The HELOC matured in XXXX, XXXX while we were in Chapter XXXX reorganizational bankruptcy ( filed on XX/XX/XXXX and discharged on XX/XX/XXXX ). We have been trying to work with Ocwen Financial the HELOC holder, now PHH Mortgage ( XX/XX/XXXX ) to resolve. We were advised by Ocwen/PHH that modification and payments would not be accepted. The only resolution to avoid foreclosure was to payoff the loan in it's entirety. We have secured loan funding which is ready to close but we have been unsuccessful in obtaining a valid payoff quote. We were advised that a payoff quote was forthcoming on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. When I requested a verbal quote I was told it was not available in my file. I was also told a Relationship Manager was assigned but have been unable to reach or receive a call back. Instead I was placed in a holding queue receiving inaccurate or conflicting information at every call. I was advised on XX/XX/XXXX that a payoff quote was issued and would be faxed to our Escrow Officer. The payoff would be good through XX/XX/XXXX. I was advised again today, XX/XX/XXXX, that the quote was faxed to Escrow Officer on XX/XX/XXXX - it was not. They also could not provide the figure of the payoff verbally, We have also tried to contact XXXX XXXX, XXXX the Foreclosure Attorney leaving a voice mail ( only option provided when voice mail box was not full ) to no avail. I have spent in excess of more than 30 days and over 24 hours of cumulative hold time spent trying to avoid foreclosure proceedings and payoff the quote. Please note the 'Notice of Default ' that was filed on on our property on XX/XX/XXXX only provided PHH contact information by which to obtain a payoff quote and lists 90 days to resolve. The payoff figure listed showed a good through date of XX/XX/XXXX ( we received on XX/XX/XXXX ). We are nearing the expiration of the Default with foreclosure impending. Again, we have loan funding at the ready to close but can not get a payoff quote. I find this to be completely unacceptable and as such have filed a complaint with the XXXX XXXX County Consumer affairs. I will also be filing a complaint with the Consumer Financial Protection Bureau and seeking legal counsel. I respectfully request escalation of this issue with immediate resolution in the form of a payoff quote.
Company Response:
State: CA
Zip: 90045
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received an addendum to notice of servicing transfer stating that as of XX/XX/XXXXthe principal of my account is {$13000.00} and on XX/XX/XXXXI received a statement showing my outstanding balance is {$15000.00}. I made a payment for XX/XX/XXXXand XX/XX/XXXXso how did my balance increase to that amount? Also what happened to the payments I made from XXXXXX/XX/XXXX? I have been paying on this mortgage for about 40 years and it should have been paid off in XX/XX/XXXX.
Company Response:
State: TN
Zip: 374XX
Submitted Via: Web
Date Sent: 2019-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: OCWEN now PHH refuses to process application stating missing documentation. The application specifically states what documentation is required of which was sent in with the application. Thye have delayed and wasted time by not processing based on receiving all required documentation in accordance to exactly what the application states as needed. Now I must resubmit documentation and application based on their delays and refusal to follow comliance laws based on expiring. In the early process an actual phone call had a person directly lie to me over the phone telling me " they have the entire application and were waiting on an amnswer ''. This is a continuation of previous complaint which still is not resolved. I will now have to pay additional costs to retain an attorney to sue OCWEN now PHH. Attached is the page stating required documentation. I have had an increase in Housing related expenses which requires no additional documentation. I was kind enough to add 2 paystubs with the original application. they are insisting on additional documentation including unobtainable documentation.
Company Response:
State: IA
Zip: 52804
Submitted Via: Web
Date Sent: 2019-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: RE : PHH Acct # XXXX ( Ocwen Acct # XXXX or XXXX ) I have been receiving default notices from PHH regarding lack of payment ( Case Manager XXXX XXXX ). PHH took over as service provider from Ocwen 2+ months ago ( not per my request ). Payments have been paid under acct # XXXX or under previous Ocwen Acct # XXXX / XXXX. My XXXX Checking is showing that payments have been sent and checks cashed by PHH in XXXX and XX/XX/2019. I have contacted PHH on multiple occasions to try to resolve and have spoken to several representatives in early XXXX and in XXXX. I have contacted XXXX to investigate payments made and to contact PHH. I also have no idea why the XXXX payment was properly processed and yet XXXX and XXXX seem to be an issue for PHH. I have sent an email to XXXX and have sent to letters to XXXX XXXX and XXXX. NJ PHH addresses.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92057
Submitted Via: Web
Date Sent: 2019-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: OCWEN OWES US $ XXXX AS 3RD PARTY CLAIMS LISTED IN OUR CHAPTER XXXX BANKRUPTCY DEBTORS LIST CASE NO.XXXX, IN PART FOR COVERING UP FOR XXXX XXXX AND THE XXXX, XXXX & XXXX FRAUD FROM XX/XX/XXXX-XX/XX/XXXX. SEE ATTACHED.
Company Response:
State: AR
Zip: 72712
Submitted Via: Web
Date Sent: 2019-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have previously submitted a complaint under claim number, XXXX on XX/XX/XXXX received a notice from PHH acknowledging receipt of my complaint dated XX/XX/XXXX ( attached ). The letter included a invitation to contact XXXX XXXX from customer account analyst with any questions at XXXX ext. XXXX. I called the number but the automated answer is that extension can not be reached from this number! My complaint is simply that PHH has set up a system with the intent to avoid all direct contact with its customers. On XX/XX/XXXX after approx 30 min of various phone transfers and hold delays I was able to speak with an agent who said would make the necessary reversal of the mis-applied payments, but he could not explain why my payments were repeatedly being paid to principle and not as a regular payment.
Company Response:
State: CA
Zip: 91784
Submitted Via: Web
Date Sent: 2019-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was two months behind I was paying so that I didn't hit the third month I was not able to make my payment for XXXX I was never notified loan services change we got in contact with phh mortgage they've specified a letter will be used out yo notified us they offer us an application for modification 3 weeks later they specified to me on a phone call I maid to the to see what was going on to find out I didn't qualified now I am on 6month default on payment they told me my manager will contact me till this day no phone calls from him at all
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90022
Submitted Via: Web
Date Sent: 2019-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A