Date Received: 2019-07-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We applied for a loan modification in XX/XX/2018 after nine months we received paperwork to set up autopay, during this process we were told we did NOT have to make the old payment, we could wait until the modification amount was set. Two days ago we were mortified to see the payment had gone up, and the interest rate had increased one full point. My husband refuses to sign to the terms and now we have been made aware the payments not made will be reported to the credit bureau, but the old payment and interest rate will be restored if we refuse to sign the modification How can they realistically think anyone would apply for a modification to have the payments and interest rate go UP. Is there anybody that can help with this, or anywhere we can be directed to go for help. This should be a class action suit.
Company Response:
State: WI
Zip: 541XX
Submitted Via: Web
Date Sent: 2019-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage loan was transferred to PHH from Ocwen home loans on XX/XX/XXXX. Before the loan was transferred I applied for a modification due to financial difficulties stemming from the wind storm we had back in XX/XX/XXXX. My roof collapsed, and ceilings caved in raining into my home. My XXXX had over XXXX worth of damage and the insurance declared it a catastrophic incident. we lived in a residence in for 4 months and had to pay for food, new clothing etc because we couldn't enter the home. We applied for a modification while continuing to do what could be done to keep the mortgage up and Ocwen turned it down stating that we had had too many modifications in the past. The question was posed to Ocwen and PHH how many have we had and to please provide us with paperwork as to when it was. we are currently 11 months behind and PHH has stated that a Notice of Intent has been sent but can not provide us with paperwork nor give us a explanation as to when it was sent nor can provide us with any paperwork as to the number of modifications were done. They just say no and that we have to provide 10 months of payments in order to even get on a payment plan. This company is unorganized and unprofessional and we just want to do what right.
Company Response:
State: MD
Zip: 20740
Submitted Via: Web
Date Sent: 2019-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I called PHH mortgage to request my pay off on XX/XX/2019. I have since then called about 7 times with no resolution. My title company has called as well and i have spoken to a manager. Until this day we have yet to receive a pay off and it has past Seven business days. notice of error ). ( 12 C.F.R. 1026.35. ) This has caused me a financial hardship and about to loose the sale of my home due to the lengthy waiting period. I need your help in resolving this issue please.
Company Response:
State: CA
Zip: 93727
Submitted Via: Web
Date Sent: 2019-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinance my home with PHH mortgage and it impossible to reach them either by phone or online. They never answer their phone I stay waiting up to one hour and a half. The menu in the phone is not true, they never transfer you to a live person. I been trying to register to see my statements and the system don't let you. I wrote to them about not receiving my statement an they never answer. They force you to pass the due date and the only way to pay is to this application they have called doxo or used a pay system I been paying XXXX dollars since. And now in my new bill I own them XXXX dollars for late payment, its a mess. PHH Mortgage Corp. has agreed to pay {$45.00} XXXX to resolve claims that it improperly serviced thousands of single-family residential mortgages. You can see in the internet all kind of complaints like this one : The PHH Mortgage lawsuit was brought by the attorneys general of 49 states and the District of Columbia over allegations that the New Jersey-based mortgage servicer violated the federal Consumer Financial Protection Act and the consumer protection laws of several states.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92683
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had our Mortgage with Ocwen and it was refinanced. our current lender and title company sent the funds to pay off my mortgage on XX/XX/XXXX. it is 30 days later and Ocwen/PHH has not resolved anything regarding this issues. we are very frustrated and don't know what to do. We have called the mortgage company Ocwen/PHH AND HAVE NOT RESOLVED IT. I AM NOW PAYING DOUBLE MORTAGES. TITLE COMPANY WAS XXXX XXXX XXXX XXXX XXXX WAS THE COMPANY THAT DID THE REFIANNCE OCWEN/PHH was my prevsoiu company that was supposed to be paid off.
Company Response:
State: NV
Zip: 89113
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have requested that the PMI Insurance requirement be stopped many times, beginning back on XX/XX/XXXX to as recently as XX/XX/XXXX and again on XX/XX/XXXX. My original request was with Ocwen Loan Servicing and is now with PHH Mortgage which acquired Ocwen as of XX/XX/XXXX. I have called numerous times and gotten various responses and various conflicting correspondence via email and mail with both servicers. Initially I was told 1. the loan had to be current every month since inception of the loan to be eligible to stop PMI at the mid point which was XX/XX/XXXX. 2. Then I got a letter saying it would automatically stop only to receive another letter that said it would not. 3. Ocwen told me I had to pay for a agent of their choice at a price of {$500.00} (? ) to determine loan to value. The tax valuation was not good enough nor was the assessment of a registered Architects valuation. 4. I was also told that my house was rented so I had to keep PMI. For the record my home has NEVER been rented and continues to be owner occupied. They basically have refused to remove the PMI no matter what I do or who I ask and I do not feel I should have to pay a very expensive realtor of their choice on a mortgage that will mature in XXXX! I have tried arbitration to no avail either.
Company Response:
State: MD
Zip: 21403
Submitted Via: Web
Date Sent: 2019-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-17
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: XX/XX/2019 XXXX and XXXX dropped my credit score by XXXX points when I am consistently paying my debt down. I dont feel they have a right to do that because thats destroying me. XXXX to XXXX thats not right!!!! Restore my credit score to what it is or higher. I paid {$1800.00} dollars in the last 30 days to reduce my overall amount of used credit. This is not fair, stop destroying my credit. My mortgage company changed from Ocwen to PHH and is reporting my loan as a new modification, this is incorrect.
Company Response:
State: CA
Zip: 90301
Submitted Via: Web
Date Sent: 2019-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred from Ocwen Loan Servicing to PHH Mortgage on XX/XX/XXXX. There was no information given to make payments. I called the customer service number and the wait time was over an hour. The online system would not let me set-up an online account to make a payment. Once I did speak with a rep, I was able to make a payment. My XX/XX/XXXX payments was applied to XXXX. I have never been late with a payment in 16 years. My XXXX payment was applied to XXXX. I called again and waited another hour to speak with another rep. He told me that he would put a work order in to research my history with Ocwen and it would take 10 days. I called backed after 15 days and was told to send my own payment history ( which I did ). On top of that I made a payment, and they debited the incorrect amount out of my bank account. I have two liens and one is fully paid off. They keep telling me to send in payments for interest and recording fees. I have already sent these payments twice and I don't even have a principal balance. I was told that they keep applying those payments into a suspense account instead of updating the system to show that I fully paid off the loan. They keep taking my money and not updating my account. The last time I made a payment on my fully paid off account, they ended up debiting an entire mortgage payment from my account. It was the amount I paid prior to paying off the account. They did not have an authorization to debit my account for a full payment that was not even due because the loan was paid off. As I stated, I paid this recording fee and interest twice. As for my second account, they also debited an entirely different payment than I authorized over the phone I called back today and was told that my representative was unavailable for the entire day and there was no one else that I could speak to about the matter. I never take time to file complaints, but this is absolutely the worse company. How can you debit my bank account for an unauthorized amount. How can you still be making entire payments on a loan that is fully paid off? How can only one person in the entire organization be the only one to help me? How can the company take over my account in XXXX and bill me for XX/XX/XXXX and then apply that payment to XXXX when I already paid the mortgage for XXXX to Ocwen? Something is wrong with this company all together.
Company Response:
State: GA
Zip: 30311
Submitted Via: Web
Date Sent: 2019-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage Services Address : XXXX XXXX XXXX, XXXX. XXXX NJ XXXX XXXX is/was the servicer of my conventional mortgage on my personal residence located at XXXX XXXX XXXX XXXX XXXX XXXX MI XXXX ( Loan # XXXX ). Mortgage serviced by PHH was paid off on XX/XX/XXXX 20 days ( excluding holidays, Saturdays and Sundays ) expired on XX/XX/XXXX While Ive been told a check was issued on XX/XX/XXXX, it is now XX/XX/XXXX ( 36 days, 25 days excluding holidays, Saturday 's and Sunday 's ) and I still have not received a refund of my {$2900.00} escrow balance Ive asked multiple times ( via calls in XXXX and XXXX ) to be provided a copy of the check, a check number, the payee, the address that the check was mailed to etc. without receiving a response Ive also asked that a stop be placed on the " supposedly '' issued check and asked that these funds either be overnighted to me, ACHd to me or wire transferred to me without receiving a response I believe PHH Mortgage Services to be in violation of Part 1024 Real Estate Settlement Procedures Act ( Regulation X ) Subpart C Section 1024.34 ( b ) ( 1 ) which stipulates that within 20 days ( excluding legal public holidays, Saturdays and Sundays ) of a borrowers payment of a mortgage loan in full, a servicer shall return to the borrower any amounts remaining in an escrow account that is within the servicers control I believe PHH Mortgage Services to be purposely engaging in delaying disbursement of MY escrow funds to enhance their profitability.
Company Response:
State: MI
Zip: 48306
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicing recently ( last 60 days ) changed from OCWEN to PHH mortgage services. I have not received statement just that I need to make a payment warning letter for more than I am suppose to pay, when I try to make a payment on line it wont let me, also they initiated a payment with out my authorization from info from past servicor. I have been disconnected dozens of times, I can not get any one to help, and fear I will get a mortgage late on my credit. Less than a year on the remaining term, they hang up on me and are trying to force me to pay double or they will not take my payment. They will not address my concerns and will not send me a statement in the mail. Please help they are trying to force me to pay wrong amount or ding my credit, the system on line does not work, I have tried many times to pay, as I write this I have been on hold for 140 minutes.
Company Response:
State: CO
Zip: 80109
Submitted Via: Web
Date Sent: 2019-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A