Date Received: 2019-07-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for mortgage assistance with PHH my new company which really is still Ocwen just changed the name. I was turned down. While I am not asking for the loan for a modification per say. What I am asking for since I have a balloon payment due to them to pay off the entire mortgage on XX/XX/2020 I wanted the past due which when I asked was 3 months to be added to that balance so I can start paying form the next new month fresh which allows me to refinance and pay off my balloon and get a fresh start. There was no help offered. I want to stay in my home. I know that I have had modifications reticently but things have changed for me for the better so this is the best way to do this. And I want to do this before all the added costs of a sheriff sale start. But once again they offered no help.
Company Response:
State: PA
Zip: 19136
Submitted Via: Web
Date Sent: 2019-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, PHH took over our mortgage from Ocwen. Ocwen deducted {$800.00} on XX/XX/XXXX from our XXXX XXXX checking account. Of that amount, Ocwen sent PHH {$650.00}. They are now saying we owe them {$140.00}, which they say is a " suspended balance. '' The full amount was deducted and Ocwen is responsible for sending PHH the remaining balance, which will bring us up to date through XX/XX/XXXX. Also, due to the " suspended balance '', we were told a payment made the date of this complaint covering the month of would be applied as a payment for XX/XX/XXXX, which should be paid in full. We spoke with XXXX, and received a confirmation number from PHH : XXXX Thank you.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2019-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Per Ocwen house sold XX/XX/XXXX, says use XXXX see trustee letter, when i call same voices from Ocwen, they can use there own foreclousure company? why isnt house on the website as sold? ILLEGAL PROCESS, renter in property! Who process is an illegal foreclsoure, now XXXX says sold XX/XX/XXXX!?!!?!?! And i filed a XXXX.
Company Response:
State: CA
Zip: 91355
Submitted Via: Web
Date Sent: 2019-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX merged with PHH Mortgage Service who has changed my mortgage payments again and again. I have filed several complaints before when XXXX was servicing the mortgage. This is the 2nd time in less than a year that the escrow account has been changed even thou the taxes and insurance has not. According to a letter dated XX/XX/2019 ( PHH Mortgage Services started servicing on XX/XX/2019 ) that the escrow account is a projected to be {$140.00} and my account will be charged an additional {$12.00}. Initially it was an additional {$17.00}. Each time the payment drops, the company finds a reason to add additional money. If you check your account in XX/XX/2019, I got a projected shortage also. I'm requesting a complete investigation of their records to see how they're robbing customers by claiming shortage!!!!
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2019 they have received all the documents they need for the short sale review and they will only be able to make a decision on the account once the appraisal is completed. We have requested for callback from the POC but then the callback was made after XXXX EST. We have been checking for updates everyday and we only have found out on XX/XX/2019 that the appraisal has returned on XX/XX/2019 and up until now their is no new update.
Company Response:
State: LA
Zip: 704XX
Submitted Via: Web
Date Sent: 2019-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is another complaint with # XXXX. Please see the history by reviewing the initial complaint. However, I've been trying with patience to have the re-modification loan completed and to be reviewed by the underwriting team but I have run into several difficulties. The underwriting team seems to be very unorganized. They will asked for information and I will give them exactly what they ask for and then I will get a call stating they have not received the information. I then request the representative to look through the information and then the information is found. This happen on XX/XX/XXXX because I was told to re-submit the bank statements and the paystubs because 90 days had laps. As of now, PHH still states the underwriting team has not yet received the information that was sent on XX/XX/2019. Also, I requested for a payoff amount for the loan on this date as well. I have not received this information after being told an expedited request was being sent. Between Ocwen and PHH I don't know which is the worst company. I believe some type of intervention is needed. These two companies have not done a very good service for the home owners.
Company Response:
State: VA
Zip: 23320
Submitted Via: Web
Date Sent: 2019-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage Company is PHH. They recently purchased the servicing of my loan from Ocwen. I made a payment on XX/XX/19 which was applied entirely to principal, despite the fact that payment was due for XX/XX/19. I have sent them 3 emails and made one phone call. They told me it would take 7-10 business days to correct, we are well past that time frame. I used to pay ahead of my due date with Ocwen and they always appropriately applied it to the next payment due. I should now be due for XX/XX/19, but it shows XX/XX/19.
Company Response:
State: PA
Zip: 18902
Submitted Via: Web
Date Sent: 2019-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX and XXXX a via fax was sent to Ocwen/PHS Mortgage for a payoff to close on XXXX XXXX.Unfortunally, XXXX XXXX XXXX XXXX company never received it. So, I contacted the customer serv. dept. on XXXX, XXXX was told by a rep. I would received the payoff with in three hours. Three hours passed then called again spoke with XXXX, told me I should receive the payoff the next day in the morning around XXXX. On XX/XX/XXXX, I called since I did not receive the payoff then spoke with XXXX she told me that I should receive it later that afternoon, this continue all day. On XXXX, XXXX was told sometime that day I should receive the payoff. Now, here I am on XX/XX/XXXX I called around XXXX XXXX was told that the reason for the delay was the loan modification that was done XX/XX/XXXX. So, I have gotten every excuse from the loan modification ( XXXX ), company 's merging, the holiday, the payoff department are just behind, and it just takes time. I have e-mailed them four times letting them know my request and concern. XXXX XXXX XXXX XXXXXXXX has faxed and attempted to contacted them but with out my consent they refuse to talk to them witch I have sent faxes giving consent and I also have given verbal consent. My buyer will walk away if I do not get a payoff. I don't understand what is taking them so long. I need to make my voice herd. thank you
Company Response:
State: TX
Zip: 75040
Submitted Via: Web
Date Sent: 2019-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am attempting to sell my home and pay off my home loan with PHH Mortgage. PHH has been awful to work with. I attempted to obtain a pay off several times on their website, which does not work and I advised them it does not work. My attorney, under my authorization has contacted them several times over the previous several weeks and has been unable to obtain a pay off amount. It seems like they make the process difficult, confusing or technically difficult to avoid customers paying off. I am extremely frustrated and as you can see, my attorney is also. PLEASE HELP ME! We need my payoff statement faxed to my attorney at XXXX From : XXXX XXXX Date : Mon, XX/XX/2019 at XXXX XXXX Subject : XXXXXXX To : XXXX XXXX XXXX ; I am still waiting on the official third party payoff statement : yours was good for providing a figure, but we need the official one as a third party generated and with full remittance details. I should have had my request filled on Wednesday, or Friday, or by now this morning. I am beyond beyond frustrated with PHH and their call center. I have faxed the requests twice in XXXX, twice on XX/XX/XXXX and twice today and they refuse to acknowledge acceptance, generate a statement for me, or provide an email address so that I can ensure the faxes are getting to them. ( My fax system shows all XXXX of the requests were successfully transmitted. ) Can you call them at XXXX and ask them to fax the statement for loan nr XXXX to me at XXXX, please? I will note for my files that all PHH payoffs going forward will have to be ordered by clients. Ive spent over an hour on the phone today as well as all the transmissions and its beyond my tolerance levels. I am sure you are over it too, by now.
Company Response:
State: VA
Zip: 23456
Submitted Via: Web
Date Sent: 2019-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: on XX/XX/2019 phh mortgage company took a XXXX payment out of my account after I had sent a XXXX amount as needed for my monthly payment. since they took over in XX/XX/XXXXfrom ocwen which I had a bank draft of XXXX due on the XXXX of each month. when I saw it had not been taken out I did so. but so did they so it over drafted my account over XXXX dollars. on the 1XX/XX/XXXX I called to have them fix this issue and was told it take 7 working days so nothing so again on XX/XX/XXXX I called was on line 45 minutes waiting to talk to someone they told me it be done asap and so again I waited a few days later I get a letter from them letting me know again 7 working days so even with the fact I had to borrow money to cover bills. then on XX/XX/2019 they took another XXXX out of my account. so I called and asked where was my money and again I'm given it was a miscode and it will be handled asap I've spent over 3 hours waiting or talking on the phone and as of this letter XX/XX/2019 I have no money in bank I'm also XXXX out in overdraft fees due to there mistakes and failure to refund my money. I understand folks make mistakes however how long does it take to fix this?????
Company Response:
State: MS
Zip: 396XX
Submitted Via: Web
Date Sent: 2019-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A