Date Received: 2019-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Called customer service regarding late payment fee assessed. When called the company, a different servicing company answered from phh mortgage company to XXXX XXXX. We were not told or notified that a servicing company had been changed. Anyhow, our concern is that we are being assessed for a late fee when in fact our account had been set up biweekly through bill pay from our own bank account, and it had been set up that way since we started the mortgage since 2015, and this is the 1st time we are being charged for a late fee. We checked our bank account and its been properly sent prior to due date.. our concern is late fees being assessed and frequent changes of servicing mortgage company, since we had the mortgage, it was changed to 3x and adds to confusion and frustration.
Company Response:
State: NV
Zip: 89148
Submitted Via: Web
Date Sent: 2019-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-02
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XXXX XXXX along with his wife XXXX XXXX ran an unauthorized background on me without my permission nor knowledge. I was not seeking any of their real estate services. XXXX XXXX and XXXX XXXX are located at the XXXX XXXX XXXX XXXX, XXXX, MI XXXX Century21 office, which is also the address for their company XXXX XXXX XXXX XXXX. XXXX and XXXX are also partners in The XXXX XXXX XXXX. Ive NEVER met XXXX XXXX, his wife XXXX XXXX nor any of their affiliates. I am not seeking any type of real estate investments/properties. This unauthorized background is gravely incorrect yet XXXX took upon himself to try to convince my husband Im a criminal. XXXX and XXXX are friends with my husbands ex-wife, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX stated before the court Im a XXXX XXXX XXXXr and knew it was true because XXXX and XXXX are authorized to obtain such accurate information because they are real estate agents. Ive since obtained a court legal local, state, multi state and FBI background proving I have NO CRIMINAL BACKGROUND! ( Full birth name, DOB, SSN, fingerprints, etc were used ) They all took it upon themselves to run a background via a real estate app XXXX. The app is meant specifically for real estate agents & plainly states they are not accurate nor a consumer reporting agency. Much less the application for the service states its illegal to use the app services/reports as XXXX did against me. When I first discovered their unauthorized background on me, I didnt report them to any authority as I was trying to avoid drama. Instead I tried to give them the benefit of the doubt and called them directly. XXXX immediately started screaming at me, swearing and such, then hung up. I then called XXXX and she did talk and was civil. I later took it upon myself to hire an independent 3rd party to prove their background was inaccurate yet XXXX refuses to even acknowledge or try to correct his injustice against me. Ive done nothing and didnt deserve this. Nor does anyone. XXXX has done many illegal acts against my husband and I & never ends, please review my husbands case with you XX/XX/19 and the FDIC XX/XX/19 under XXXX XXXX, where his ex purposely dated the VP ( XXXX XXXX XXXX where my husband mortgage is, to gain access to his financial records illegally. XXXX has tried accessing my husbands bank accounts by calling into XXXX other accounts yet she was discovered and locked out. XXXX even is confirmed breaking into a XXXX bank account and paying a credit card with her name on it. XXXX and XXXX knew all of this PLUS WAY MORE ... yet they STILL helped her TRY to prove Im the bad guy and a criminal! XX/XX/19 I tried to clear the air by sending an email to all parties letting them know my XXXX XXXX was available to all as I dont want my husbands ex to use false data to get the courts to side with her parental alienation or have others back her before her kids. Regardless after this email, XXXX kept at it, sending more texts to my husband, completely rude, mean and belligerent. XX/XX/19 Finally my husband called the XXXX XXXX XXXX to lodge a harassment complaint against XXXX to make him stop contacting us. He is not allowed to contact nor do further harassment. Oddly the cop was shocked XXXX was so against me ... mind you hes never met me ... plus hes the one that did me wrong ... he was trying to convince the cop also I was a criminal. Why hed do this, continue, plus so irrational is beyond me, much less able to conduct life and his real estate business as he does is highly unjust. XX/XX/19 Ive tried writing XXXX reviews to warn others of how unethical this guy is yet he deletes the reviews, responds with smart sarcastic replies. It is XXXX this guy doesnt care XXXX violated my rights and privacy ... and based on the plethora of other online reviews about XXXX, Id say hes extremely dangerous around anyones personal information. Please help as the courts and such have yeilded very little justice for my husband and I who are the true victims. Thank you
Company Response:
State: MI
Zip: 49009
Submitted Via: Web
Date Sent: 2019-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage took over my existing mortgage from Ocwen. In the process, they have made my life miserable by causing delays on the phone ( being on hold for up to 2 hours! ) and refusing to send funds back to repair my home from the XXXX XXXX. This is adding injury to insult because of major problems with the CA " Fair '' Plan, who have been refusing to repair damages to multiple claims in CA. A check was located, which had been previously issued and to be signed by my original note holder, which was Ocwen. I spent {$50.00} to send this check to PHH overnight on XX/XX/2019, and since then they have refused to send the check back. 1. Ocwen 's ombudsman 's office had placed notes in my account to prevent this sort of thing from happening because they understood the hardship I was enduring after the fire. A check previously sent to Ocwen was signed promptly and returned to me. 2. PHH has chosen to IGNORE the directions from Ocwen and HOLD MY CHECK INDEFINITELY because they are now asking for insurance documents. 3. After multiple calls I was told that " their corporate office directed everyone not send my check back to me ... '' 4. I sent them the adjuster 's summary and additional document from my insurance which answered their questions, however, they continued to insist that they wanted " more '' information. My area was declared a national disaster and my family was displaced. Setting aside the downright bad faith and atrocities being done by the CA Fair Plan ... what PHH is doing is stopping me from fixing my home, moving forward and creating additional hardship and undue delays. They have threatened to send back the check UNSIGNED if they don't get what they want. I will send a letter to Washington in light of the National Disaster in my area so that they are aware of all the fraud, mishandling of claims, and incidents like this that are happening to people.
Company Response:
State: CA
Zip: 91307
Submitted Via: Web
Date Sent: 2019-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was with OCWEN for years and years without any problems. As of XX/XX/XXXX of this year the mortgage was transferred, why I don't know, to PHH Mortgage which is a subsidiary of OCWEN. My home owners insurance company contacted me and let me know that the premium was not paid and my policy will lapse on XX/XX/XXXX. The new mortgage company escrowed the funds to pay the insurance, just as it has always done, but never made the payment. The insurance company tried, without success to call PHH and I have tried to call PHH. The last time I was on hold and switched between operators for over and hour and 45 minutes. Just to be told my account has been assigned to a specialist and only he can handle any problems or questions and he is not available. I can leave my name and number and he will return my call within 48 hours. I even told them I would pay the insurance out of my own pocket that I just needed an address to which to send the binder to prove I still have insurance and they said they could not give me an address. I think they are making my policy lapse on purpose in order to sell their own insurance product, which is much higher premium. I have never been late on a single payment and have excellent credit. This feels like a scam because no company could be this bad and still stay in business. I have no idea what to do now, CAN YOU OFFER ANY HELP OR ADVICE?
Company Response:
State: TX
Zip: 77450
Submitted Via: Web
Date Sent: 2019-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am currently in escrow to sell the property. In title search process title company XXXX XXXX representative XXXX XXXX informed me that XXXX XXXX XXXX XXXX XXXX XXXX and Custodian for my loan with Saxon Mortgage/SMI Mortgage never filed or submitted/recorded mortgage payoff/satisfaction documentation to New York Finance Department City Register even though I have an ORIGINAL written letter of conformation from XXXX XXXX officer Assistant VP XXXX XXXX, along with an ORIGINAL Certificate Of Discharge with her ink signature and an ink notary seal both stating and confirming " your loan was paid in full on XX/XX/XXXX. '' and " Known all men by thee presents that XXXX XXXX XXXX XXXX XXXX formerly known as XXXX XXXX XXXX XXXX, as Trustee and Custodian by : Saxon Mortgage Services , Inc f/k/a XXXX XXXX XXXX XXXX as its attorney in fact, who's address is ____________, holder of a certain mortgage evidencing an indebtedness in the amount of {$55000.00}, plus interest, whose parties, dates and recording of information are below, does hereby acknowledge that it has received full payment and satisfaction of the same, an in consideration does thereby discharge said mortgage. '' This document has my maiden name XXXX XXXX and Married name XXXX XXXX. I unsuccessfully reached out and researched Saxon Mortgage and SMI Mortgage mentioned in the document signed and legally notarized by XXXX XXXX representative XXXX XXXX. I tried websites XXXX and saxononline.com both defunct, not accessible not functioning. I tried phone numbers including XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX - none of these are functioning, all disconnected. I tried a company called XXXX XXXX, XXXX, and spoke to the owner XXXX XXXX. He confirmed his company is different and not connected to the company that held my mortgage I reached out directly to XXXX XXXX XXXX XXXX XXXX and had multiple communications with XXXX XXXX Property Compliance Administrator, XXXX XXXX XXXX. On XX/XX/XXXX she referred me to a company named Ocwen indicating while XXXX XXXX was Trustee and Custodian, and provided the formal Certificate Of Discharge, their contractor Ocwen " manages the mortgage. '' On XX/XX/XXXX I reached out to Ocwen but somehow was redirected to PHH Mortgage, I believe some how connected to Ocwen. I spoke with representative XXXX, who told me his ID number was XXXX. He instructed me to " fax the research department at XXXX XXXX XXXX. I sent in my documents and request for lien release. I received an email from a representative named XXXX, from a company calld XXXX XXXX XXXX ( which I guess is some way connected to XXXX XXXX, Ocwen and PHH a very confusing and difficult trail for a consumer to navigate ) on or around XX/XX/XXXX indicating he could not find the loan with the letter and Certificate Of Discharge I provided him from XXXX XXXX Assistant VP XXXX XXXX. On XX/XX/XXXX I sent an email to XXXX, of XXXX XXXX XXXX, including the recent title report from XXXX XXXX, mortgage loan documentation from the XXXX loan on the property which was the put in place AFTER the Saxon payoff and satisfaction for which I am requesting lien release for which XXXX XXXX provided Certificate Of Discharge. I also included XXXX IRS form 1098 indicating loan paid off in full, and a further/later XXXX XXXX of a loan on the property to XXXX XXXX XXXX .... and again included the letter form XXXX XXXX of XXXX XXXX and a copy of the Certificate Of Discharge ( both of which I have the originals ) Today XXXX responded saying, '' I have completed my research for this request and was not able to locate this loan in any of our systems matching the information you have provided. Unfortunately, since this does not appear to be a loan, which we have ever serviced, I am sorry to say that I am not able to assist with this request. '' This seems unfair, unwarranted and unacceptable as I literally have the ORIGINAL Certificate Of Discharge from XXXX XXXX but now am in a situation where without XXXX XXXX or its retained contractor filing lien release/mortgage satisfaction with NY Dept of Finance City Register my property sale in escrow is jeopardized, any future attempt to sale will not go through and I experience financial harm
Company Response:
State: CA
Zip: 91104
Submitted Via: Web
Date Sent: 2019-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicing company has changed. XXXX XXXX XXXX is my original loan servicing company. My account has been transferred to XXXX XXXX XXXX effective XX/XX/2019. XXXX XXXX XXXX ( XXXX ) sent me a letter dated XX/XX/2019. The letter explained my loan transfer and supplied a new account number. The new account number does not work. I have called XXXX XXXX XXXX XXXX XXXX XXXX and waited 1 hour on hold with no answer. I visited XXXX website and the account number supplied by XXXX XXXX XXXX does not work. I called XXXX and they advised that I reach out to XXXX for my concerns. I have no way to get in contact with XXXX. I have searched online for XXXX XXXX XXXX reviews and everything I found is negative. I am very worried because all reviews included issues with ; finding an account number after a service transfer, improper late payments per credit bureaus, improper payment of taxes per escrow, improper application of escrow payments, and improper handling of account payments when applied to principle vs upcoming payments.
Company Response:
State: AZ
Zip: 85383
Submitted Via: Web
Date Sent: 2019-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX and I am facing a hardship and have not made my mortgage payment for 3 months and do no want to lose my home. I have visited with a housing counselor and advised I contact the CFPB because my loan has been transferred to a servicer I can get through on the telephone to see what my option are. We have sat in the office of my counselor for hours to no avail. I would like to have someone from PHH Mortgage Services to contact me to resolve this matter.
Company Response:
State: TX
Zip: 78221
Submitted Via: Web
Date Sent: 2019-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Approximately four months ago, my mortgage began being processed and handled by a company called PHH Mortgage Services, and I immediately began having trouble with with their payment services. I've had a mortgage for over eighteen years and I pay dozens of bills monthly, both by telephone and on the lenders websites. Although some are more user friendly than others, all are doable within five minutes or less. That is not the case with PHH Mortgage Services. After spending several hours attempting to make my first payment to them on their website, I was unsuccessful and forced to call them. No matter when I called, hold times were always in excess of 30 minutes, and many calls were even placed on hold indefinitely. If you were lucky enough to ever reach a human, there was a fee for paying with their assistance, yet there was no other " simple '' method for paying. I searched online and I immediately found that I was not alone. Several dozen PHH customers are all over XXXX, XXXX, and XX/XX/XXXX reviews, with the same complaints as mine ; difficult or impossible to reach a customer service agent, gratuitous hold times, malfunctioning payment systems, inability to submit payments, excessive fees for making payments, and then excessive late fees, negative credit remarks, and penalties when the payments are not made on time. I continued to struggle making my monthly payments, because their phone system was so antiquated and poorly organized. Making additional payments to my principal was near impossible, and the average call length was 15 minutes to pay. Then, for the month of XXXX, 2019, PHH took my mortgage payment out of my account twice. This overdrew my checking account by XXXX XXXX dollars, and it caused me to incur overdraft fees, as well as then being unable to pay the rest of my creditors on time. It took numerous phone calls to my other creditors and financial institution to correct this issue, and it was fifteen days before PHH returned my money. Finally, on XX/XX/2019, I attempted to pay my XXXX mortgage payment, using the automated phone system as I had always done before. The automated phone system refused to accept my payment, and repeated attempts yielded the same results. After well over an hour, I called and sat on hold for another hour, before reaching a PHH customer service agent. The agent tried several times to process my payment, and they were not able to do it either. They then told me that my financial institution was to blame, so I called my financial institution. My bank told me that no one had made any attempts at submitting payments requests to my account, and that I had well more than sufficient funds to handle any request. I then called PHH back, but I sat on hold for hours, and I never was able to reach an agent. Having 4.5 hours invested in attempting to make a simple monthly mortgage payment, I gave up and decided to try again on Sunday. On Sunday, XX/XX/2019, I called in around XXXX Eastern time, and all PHH phone numbers, had a pre-recorded message which announced that their phone systems were down due to unforeseen technical difficulties. I continued trying again throughout the day and they recording was the same. I then attempted to pay online, and that system refused my payments as well. Now having almost 6 hours invested in trying to pay my mortgage, I called in Monday XX/XX/XXXX and I got the same message that the system was down. I waited a few hours and then called back, the system was then working, but a message informs you that hold times are much longer than usual, and that you will not be able to reach a customer service agent in under 30 minutes. Since I'm now at work, I can not sit on hold for several hours again, as I did all weekend long. My mortgage payment is due today, and I believe that PHH has already assessed fees to my account. I simply wish to pay my mortgage now, and in the future, with reasonable ease. I also believe that PHH has intentionally set their system up this way, so that customers are forced to incur late fees, and that as a result, customers will simply choose one of PHH 's other payment methods, which as they inform you in their recordings " are profitable to them because of their arrangements with the companies whom handle those payments ''. I have recorded my calls with them, as well as the " system down '' messages. I've also downloaded the excessive internet reviews and complaints against PHH, from their other customers, whom are experiencing the identical issues with them that I am.
Company Response:
State: NJ
Zip: 08330
Submitted Via: Web
Date Sent: 2019-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019, we experienced an act of nature that caused damage to our home. After receiving and sending the insurance claim check to PHH for processing ; PHH has refused to issue us the funds. Due to the issues we were experiencing, we reached out to the XXXX XXXX XXXX and our congressional assistance. Once receiving letters from these two organizations, everything 'magically ' appeared in their office, waiting for us to sign and fax back in ; which we did on XX/XX/2019. I am attaching the letter that PHH sent in response to our complaint and the response letter that our daughter sent also. In the response letter and supporting documentation, it provides the numerous times we have provided the requested information to PHH. Since this time, none of us, including the contractor who will be doing the work for us nor our insurance claim adjuster have been able to contact any representative within the Loss Draft Correspondence to learn when our funds will be released. Therefore, we continue to be displaced with no timeframe for when we can begin making the necessary repairs to move back into our home. Furthermore, given the current climate in the United States, as it relates to XXXX, if individuals working for PHH Mortgage are purposing refusing to release the funds ( which should be released into the homeowner 's name ) because we, who are elderly, XXXX American seniors are hiring a XXXX owned company to complete the repairs to our home. Is there anything that the CFPB can do to end the predatory lending and business practices of this company?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2019-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have tried and tried to reach Ocwen/XXXX XXXX XXXX. I have called repeatedly, waiting on hold for sometimes 1hr then abruptly dosconnected- I have sent several emails, to include a modification application and never get a response. I have requested 3times via US mail, a in person meeting to discuss my options - or even get a pay off amount -
Company Response:
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2019-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A