Date Received: 2019-07-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Requested mortgage assistance with my current Mortgage company several times. we received decision of request for mortgage assistance stating we were denied for several credit reasons and loan was modified once in the last 12 months or 3 times over the life of the loan set fourth by the owner of the loan. Their mortgage servicing records are incorrect, we have not received mortgage assistance with the last 12 months nor has the loan been modified 3 times. We have requested from Ocwen/PHH the note, deed and transaction history on our mortgage. We don't want to lose our home Ocwen is very difficult to work with and is unwilling to assist us. Please Help
Company Response:
State: TN
Zip: 38017
Submitted Via: Web
Date Sent: 2019-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I applied for a modification and was approved. I made the payments as instructed and and agreed upon. I was not late and XXXX transferred servicing to ocwen and then to phh mortgage both companies refuse to honor my modification that was in place. I paid the modified amount for 10 months and have the receipt. I am under a confidential settlement agreement from court action settled in 2017, which clearly states both parties will bear their own cost of litigation, I am being charged for attorneys fees and foreclosure fees which is a direct breach of the settlement. The bill I received from PHH Mortgage Corporation contains erroneous charges as well as no payments applied. I requested by phone and in writing a validation of debt and correction to no avail. It is my understanding that any company claiming to service a loan where a modification is in place is required to honor the modification or they may not service the loan even if they do not offer that specific product. I have asked phh mortgage To produce any and all documents showing they have to be right to service and or foreclose on said note. I need to be sure of several things before making any arrangements with anyone regarding payment such as the right to foreclose, and is phh the correct entity to make payments to, as well as being billed the correct amount. I was offered and accepted a modification from XXXX and I expect it to be honored. I have made several attempts by phone to speak with my single point of contact to no avail. I am being told my account has been referred to an attorney for foreclosure rather than getting my payments applied and correcting the errors in the account. I have spent hours on hold to speak with single point of contact and have never been able to speak with him. Please help phh respond and correct. Thank you for your attention regarding this matter. Sincerely XXXX XXXX.
Company Response:
State: CA
Zip: 91750
Submitted Via: Web
Date Sent: 2019-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Letter sent to PHH relationship manager To Whom It May Concern : This letter is to inform you of a scam currently being conducted under the Ocwen name. Since PHH is a subsidary of Ocwen, it is in your best interest to address this issue. In XXXX I received a call from a relationship manager named XXXX XXXX. He informed me that even though I had a trial modification approval, I would have to send in an additional {$XXXX} to reduce my escrow amount. I was to send it via XXXX to a 'XXXX XXXX XXXX XXXX. It was sent on XXXX/XXXX/2019. Then the story continued, to the next 3 months of trial modification payments. The last one being made on XX/XX/XXXX. On XX/XX/XXXX I called PHH to ask when my account would be updated, only to be told I had been scammed and my only option was to apply for another loan modification. Needless to say, I am very upset! ( I am proceeding with another modification, and have sent in all the required documents. ) However, today at XXXX : XXXX I received another 'Ocwen XXXX call. And indeed, it was XXXX XXXX XXXX. He can be reached at XXXX. However, he does call me on the Ocwen number XXXX. He stated that my credit is bad, and I need to send in another payment, etc etc. When I told him what I really thought, and that he was / is a scammer, somehow, the call faded away. I will never send him another dime. So these are my questions : If this is an ongoing scam, when are you going to stop it? He obviously is an Ocwen employee, or has access to Ocwen information, as he has the information on my account. While this was taking place in XXXX, XXXX, XXXX and XXXX, I repeatedly checked my PHH account, and had no access to it, until approximately the middle of XXXX. So I believed him when he said after my payments were complete, it would be updated. He obviously knew about the window of no current information between the Ocwen and PHH transfer. Perfect opportunity for a scam! He would not allow me to talk to anyone else. He was appointed as my relationship manager. My mistake was to believe him. But what else could I do with no information online, and no access to PHH. :??? I have copies of all the transactions. I will be faxing them to the missing payments and the research departments, along with this email. This involves over {$XXXX} which obviously, since our loan is in default, we can not afford to lose. I will not be overlooking this matter, and will be anxiously waiting for action on Ocwen and PHH 's part. Thank you XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX XXXX/XXXX/2019
Company Response:
State: VA
Zip: 23454
Submitted Via: Web
Date Sent: 2019-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-26
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My mortgage was serviced by Ocwen. Ocwen sold/transferred my loan to PHH. All payments were made timely. My loan was not timely/accurately transferred. I was just notified by XXXX XXXX that my loan as of XX/XX/XXXX reporting 30 Days late, with a {$0.00} balance and closed XX/XX/XXXX. My account was not 30 days late. When we called PHH and Ocwen we were advised that the over 30 will be removed due to it being inaccurately reporting. I was advised that there was a delay in Ocwen transferring the loan to PHH due to system issues. This is a violation of the FCRA.
Company Response:
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2019-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2019 - Received letter from XXXX XXXX XXXX ( current mortgagee ) that our loan was sold to PHH Mortgage Funding. In lieu of receiving any confirmation or instruction about our XXXX mortgage payment, it was sent via electronic bank transfer to XXXX XXXX XXXX as always, and they confirmed receipt on XX/XX/XXXX. On XX/XX/XXXX, PHH called to collect our XXXX payment. We informed them it had been sent to XXXX XXXX. They threatened me by saying if they don't get XXXX, they will report to the various credit agencies. The call was an intimidation attempt with an inference that I was lying to them with their threats of collection action. We have an XXXX credit rating and have never, ever been late on a payment. It is a recurring automatic bill payment. Subsequent to that call we learned from XXXX XXXX XXXX that our payment was forwarded to PHH on XXXX by wire transfer. On XX/XX/XXXX, we got another collection call from PHH. On XX/XX/XXXX a call to their customer service confirmed that our payment had not posted, nor could they confirm receipt. We were assured it will be posted by XX/XX/XXXX, and will not be assessed any late fees. They are making us feel like deadbeats due to their own internal inefficiencies. Their collection tactics and customer service falls way below the standard of mortgage business practices.
Company Response:
State: AZ
Zip: 85375
Submitted Via: Web
Date Sent: 2019-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Back in XXXX of XXXX I called Ocwen who is my mortgage lender because I was behind on my payments. The representative I spoke to suggested that I do a loan modification. I told him I would like to try that so he was sending me the paperwork. I asked him that if in the meantime I should bring my mortgage current because I could borrow the money from someone I knew. He said yes go ahead and do that. When I got the paperwork I gathered all the documents filled out the paperwork and sent it in. It came back denied, when I asked them if they could tell me why I was denied they told me that it was because I was not behind on my payments! I was angry because that person I knew that if I became current I would not qualify. Their response was that they always encourage people to make their payments! So I continue to struggle making my payments. And in XXXX of XXXX I was behind again. I had a law firm that was contacting me that told me they could help me get my payments 2 less than {$700.00} a month. I had my income tax return so I could have brought my mortgage current but the law firm told me not to because they would have to start their process I'm getting a new loan modification for me all over. That ended up being a disaster because they claim they did not know about a deferred amount on my mortgage and I ended up with a loan modification the changed my monthly payment from {$1000.00} a month to {$1500.00} a month. That was finalized and I started making those payments around XXXX of XXXX. I fell behind again and when I try to make a partial payment at the beginning of XXXX of XXXX the website told me that I needed to make a payment of {$5000.00} by XX/XX/XXXX. I proceeded to gather the money and a week before that date I called to find out if I could just make the payment over the phone. The representative I spoke to said I could do that. I asked him if it would withdraw that very same day because I had money going in that day and I wanted to make sure that the money was in there before the withdrawal came out. He told me that I could make the payment the following week and if that would be okay. So he said he would make a notation in my file that I was going to make the payment on XX/XX/XXXX of {$5000.00} over the phone. When XX/XX/XXXX came and I called to make the payment they said I could not make the payment. They told me I had to call a law firm and talk to someone named XXXX. When I called the number they gave me there was no one named XXXX working there but the woman told me that I was speaking to that she could help me. She said that she could get me a new reinstatement quote an email it to me within 3 days. When I received that quote it was for {$7400.00} because there were lawyer fees attached as well and the date I had to come up with that by was XX/XX/XXXX. I do not understand how a company can just tell people whatever they want and not honor the agreements they make. There is something very wrong with all of this and I believe that I have been treated very unfairly.
Company Response:
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2019-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My loan # is XXXX. On XX/XX/XXXX, I submitted my loss mitigation package to PHH Servicing to request assistance in accepting a 6 - 12 months repayment plan with the constituency of PHH accepting 4 out of the 6 payments I ave. On XX/XX/XXXX I spoke with the loss mitigation representative and they confirmed receipt of the loss mitigation package and the loan will not be forward to a foreclosure attorney. The loan is on hold for the next 30 days to be reviewed. On XX/XX/XXXX, I called PHH home retention department and the representative stated the file is still in review for a loan modification. I stated I was not asking for a loan modification because I received approval with Ocwen Loan Servicing in XX/XX/XXXX. Therefore, I am aware that another loan modification would be approved and instead I requested specifically on my hardship letter a repayment plan. I requested the assigned case management XXXX XXXX to contact me and I have not received any returned calls or written correspondence from PHH. The representative suggested that I should receive a call from PHH by XXXX XXXX. On XX/XX/XXXX, I called PHH Home Retention Dept. and spoke with XXXX ID # XXXX and he stated there is no file in loss mitigation for review and there was no written correspondence sent to me stating if my request for a repayment plan was approved or denied. He also stated the loan was referred to an attorney on XX/XX/XXXX. Again I have not received any written correspondence nor any calls from the assigned case manager to discuss my hardship and request for assistance. It's my understanding that as a consumer, the servicing of my loan has been handled poorly and inappropriately and I believe under CFPB ruling, any loan in default while in loss mitigation review, the loan can not be submitted to an attorney to begin foreclosure proceedings until a decision is made from the Home Retention Department. PHH is not in compliance with the servicing of my loan and I am requesting an urgent escalation of my case. I requested to speak with the manager of the Home Retention Dept is Ms. XXXX XXXX and of course, she was in a meeting. I requested for XXXX, ID XXXX, to leave a message for Ms. XXXX requesting an immediately returned call. PHH policy is that I have to wait 24 to 48 hours for a return call. My situation is of an urgent matter, my home and I have to wait 24 to 48 hours.
Company Response:
State: CT
Zip: 06108
Submitted Via: Web
Date Sent: 2019-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH Mortgage LN XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Short sale was started on XX/XX/19. There has been no end of issues with PHH on this file. ( Being bought by Ocwen has drastically turned their servicing for the worse. ) STILL Having MASSIVE PROBLEMS. PHH doesnt seem to know how to manage their documents. We continually have to re-send the same documents OVER AND OVER AND OVER AND OVER to them. They might even confirm they have received the document, but on the very next call we are told they have not received it and we need to send it in AGAIN!!!!!!! -- -- -- -- -- -THIS IS NOT ACCEPTABLE -- -- -- -- - If PHH can not manage their documents they need to be shut down. Do we just need to send the short sales to PHH via a CFPB complaint from now on?? Maybe then, FINALLY they wont lose the documents? CC : 1. OAG 2. XXXX XXXX 3. OCC
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Ocwen Loan Servicing illegally foreclosed on my home back in XXXX. They never legally had the right to collect anything from me. The original creditor on the contract clearly states goes by the name " XXXX '' They have never shown any evidence where they purchased the contract from XXXX. Now to this day XX/XX/XXXX I obtained a copy of my credit reports which shows too many inaccuracies reported by Ocwen Loan Servicing. I disputed this account with the credit bureaus and yet OCWEN LOAN SERVICING claims to have verified the information as COMPLETE and ACCURATE. Number 1. OCWEN Loan Servicing does not have the right to report any information on me to the credit bureaus, number 2 the information and accounting they are reporting is inaccurate. The payment histories between the credit bureaus do not even match each other.The term set with the original creditor is inccurate. As of now I cant get my home back as its been sold and I have a XXXX balance, but I want Ocwen Loan Servicing to remove and delete any and all entries regarding this account to from XXXX, XXXX, and XXXX. As the reporting is not and has not been properly investigated by Ocwen Loan Servicing nor is it complete or accurate, yet they fraudulently verify this information with the credit bureaus when disputed by me.
Company Response:
State: WI
Zip: 53143
Submitted Via: Web
Date Sent: 2019-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH XXXX XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX XXXX XXXX PHH has been tortuously combative against this borrower for the last 3 months. We submitted our authorization on XX/XX/XXXX. We called in XX/XX/XXXX and were told the validation of our authorization would be completed the next day, XX/XX/XXXX. XX/XX/XXXX we called in and were told our authorization was going to take an additional 10 days. We tried to speak to management and escalations several times. The reps were consistently rude and combative with us. When we were finally transferred, we were repeatedly transferred back to their department in XXXX, which we know from the last 12 years working hundreds of files with PHH ( XXXX ) to be worthless at problem-solving. PHH is giving us the same treatment they have been giving the borrower over the last 3 months. The borrower is a minority whose husband has recently passed away. On top of the stress of her husband passing away and then realizing she is going to lose her home, PHH has taken it upon themselves to be combative and abusive. This is UNACCEPTABLE. I want our authorization to be validated immediately. I want answers as to what is going on on this file NOW, and the egregious and unprofessional behavior to STOP!!! CC : 1. OAG 2. XXXX XXXX 3. OCC
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A