Date Received: 2019-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Date is every month that I have a problem with PHH ( XXXX ). I have a loan serviced by PHH. A 15 year loan with 6 more years left. It is paperless billing with PITI info on PHH 's website. The problem is I can never access the website without difficulty. ( i.e. username/password don't match ; of course they do, and, also, I get a notice on PHH 's website that I DO NOT have a loan with PHH, again, of course I do. Today is XXXX-19, I called at XXXX XXXX., and have been on hold for 52 minutes ( the call center 'help ' opens XXXX est M-S. Every month I go through this, for 9 years. EVERY month. I can not access my billing statement, escrow info balance or monthly payment information. I CAN NOT access my account with this company, nor is it easy to contact them.
Company Response:
State: CA
Zip: 95833
Submitted Via: Web
Date Sent: 2019-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a problem with PHH mortgage last month with holding my money in a suspense and file a complaint ( XXXX ) with you and that was resolved. Still wonder how and why I was charged interest since they had my money since XX/XX/2019 and didn't apply it to my loan until XX/XX/2019 when I got your company involved. But I was told told that I would have my excess money totaling {$290.00} refunded within 15 days and still haven't received it. So on XX/XX/2019 I acquired on their website about this issue. So this morning XX/XX/2019 I went to check my account on their website and it seems my account is disabled and I can not get in to check on my account. I feel this company really tries to not be consumer friendly at all and very dishonest.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2019-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/19 I received notice that my homeowner 's insurance has not been paid. I forwarded the notice to my mortgage company for payment and nothing has been done to date. Today I received notice from the mortgage company that since my policy is going to be cancelled they will provide insurance for me at a higher rate. I have an escrow account with the mortgage company and they have failed to make prompt insurance payment.
Company Response:
State: GA
Zip: 30041
Submitted Via: Web
Date Sent: 2019-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 I made a payment of {$890.00} to PHH Mortgage Company via XXXX XXXX. I noticed on XX/XX/XXXX that the payment still was not applied to my mortgage account. I contacted the PHH Mortgage and they informed me that since I sent an inaccurate amount, the payment was returned to XXXX XXXX. I contacted XXXX XXXX and they informed me that the PHH Mortgage would need to contact them to release the refund. XXXX XXXX has also told me that they have submitted several request to PHH Mortgage regarding the refund. I have talked to PHH Mortgage 3-4 times a week and continue to receive the same response. " Call us back in 24-48 hours '' " A work order has been submitted '' " We are working on getting a return code for you to get your refund ''. I have been told by " XXXX '' a supervisor in customer service that it is being handled by the " Resolution Team ''. I was told on another day by a customer service representative that there is no such thing as a resolution team. I have told PHH Mortgage that in order for me to send the correct payment, I need my {$890.00} back. Still to this date, I have not received the {$890.00} 22 days later that I sent via XXXX XXXX and I am being reported with a late payment to credit bureaus.
Company Response:
State: PA
Zip: 19131
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I signed an agreement to have my account debited for flex payments ( twice per month ) but come to find out, they set me up for monthly ACH which I did not agree to at all. In addition to this, I sent an email inquiring about my ACH set up and no one followed up. In addition, I also asked how to add an authorized person on my account and again, no one replied. The form was received because they debit my account.
Company Response:
State: IL
Zip: 60505
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: PHH MORTGAGE Contacts us stating they are taking over our dispute for OCWEN neither one of these companies are recorded in our county records office with a modification agreement. XX/XX/XXXX transferred servicing rights to OCWEN. XX/XX/XXXX modification agreement was accepted. XX/XX/XXXX notice of TRUSTEE SALE FILED Doc # XXXX while in modification. in XX/XX/XXXX unlawful detainer filed by heloc RESIDENTIAL CAPITAL MORGAGE Which was purchased by OCWEN with a purchase agreement in XX/XX/XXXX. while in modification and current and compliant.XX/XX/XXXX kicked out of home of 23 years and left XX/XX/XXXX.XX/XX/XXXX OCWEN FILES IN HOUSE FORCLOUSURE using the XXXX loan # XXXX XXXX NOTICE OF TRUSTEE DEED UPON SALE FILED Doc # XXXX and are last payment to OCWEN was XX/XX/XXXX we were current and in compliance with our modification as per our Homeowner bill of rights being violated. XX/XX/XXXX fraudulent grant deed filed Doc # XXXX XX/XX/XXXX FULL RECONVEYANCE FILED DOC # XXXX AND NO HOUSE. THIS COMPANY HAS BEEN FOUND GUILTY OF MORTGAGE SERVICING FRAUD AND VIOLATING BORROWERS HOMEOWNERS BILL OF RIGHTS XX/XX/XXXX AND IN XX/XX/XXXX WHY ARE THES COMPANIES STILL IN BUSINESS AND THE CEO '' s NOT IN PRISON AND WE WERENT NOTIFIED OF ANY CLASS ACTIONS SUITS BECAUSE WE ARE NOT RECORDED ANYWHERE IN OUR COUNTY RECORDS WITH THESE 2 COMPANIES.
Company Response:
State: CA
Zip: 95355
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid off my loan with Ocwen in XX/XX/2019 and Ive never received my escrow balance refund. I called them 11 times to inquire about this issue, escalated with a manager and still its been almost 2 months and no one seems to know or care when am I getting my money back. They blamed on the fact that my loan was transferred to PHH mortgage services and that they have no immediate access to the Ocwen mortgage accounts.
Company Response:
State: VA
Zip: 22042
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Originally my mortgage was approved by lender inXXXX and was forgiving XXXX dollars, unfortunately, fell behind one payment during that time and was kicked off of arrangement. Now my current financial has improved, however, this servicer ( Ocwen ) went to a new servicer ( PHHMORTGAGE ) and send in all documents however they claim that my lender which is the same lender THAT HAS ALWAYS BEING does not do any modification or extensions.
Company Response:
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am the daughter of a XXXX veteran. I moved back to my home state around XX/XX/XXXX to care for my Father during his illness. After his death on XX/XX/XXXX, I was appointed as the Personal Representative for the estate. The insurance cancelled around XX/XX/XXXX and PHH forced-placed insurance on the residence during hurricane season. Subsequent to that two major hurricanes occurred back to back causing damage to the residence. Subsequent to that I sustained a work injury that left me unable to return to work. In the interim while I was awaiting adjudication of workers compensation claim, PHH denied assistance to help avoid foreclosure, initiated foreclosure during review of loan modification and failed to properly process application for loan modification as the successor in interest. I am writing to report the illegal wrongful fraudulent foreclosure by PHH Mortgage Corp on XX/XX/XXXX, the misconduct regarding servicing and foreclosure practices, poor servicing practices, predatory lending, improper records practice, not correctly following lending laws, errors in documents and mortgage servicing fraud. PHH denied assistance to help avoid foreclosure, failed to correct notice of errors on their records that was identified, failed to process loan modification and unprocessed loan modification. I will followup with additional information to documenting dates and time of events. I am asking for a review of this mortgage foreclose.
Company Response:
State: FL
Zip: 32208
Submitted Via: Web
Date Sent: 2019-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred to PHH on XX/XX/XXXX. I received a notification that PHH would be taking over the processing of mortgage payments. I was advised that no action was required on my part, except the payment address. I was on bi-weekly automatic withdrawals from my bank for years so I changed payee mailing address and I thought I am done. When I checked my first statement from PHH I found out that I am overdue for my payment. It was surprised, since I am on biweekly payments and always ahead of my due date. My 1 st due date with PHH mortgage service was on XXXX, XXXX. PHH company received my payments for this due date on XXXX, XXXX XXXX XXXX {$830.00} XXXX and XXXX, XXXX, XXXX XXXX {$830.00} XXXX, it was showing on my account activity.. So I called to PHH mortgage immediately and explained that I am on biweekly payments and already submitted my payments for XXXX by XX/XX/XXXX. The PHH representative told me not to worry about it and as he said he sent request to fix this problem. Unfortunately, it was not fixed. I called several times ( needless to say 40 minutes on hold ) and send emails, but nothing done. PHH Mortgage services misapplied my regular payments as principal pay down and then reporting the payment as late. Now it's a domino effect. PHH imposed the late fees on my account and refused to waive it. Its a night matter. PHH were not able accurately serve its customers.
Company Response:
State: OH
Zip: 45431
Submitted Via: Web
Date Sent: 2019-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A