Date Received: 2023-05-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am current on my mortgage. I have never made a single late payment. I had made a large lump sum payment towards my escrow account to lower my monthly payment of {$4000.00} in XX/XX/2023. I requested an escrow anaylsis to be done to lower my monthly escrow payment. The Escrow analysis was done incorrectly showing a false low balance in my escrow account causing my payment to XXXX after the escrow analysis. I can support all documentation. I am being preyed upon by this lender PHH Mortgage owned by Ocwen. I need immediate assistance with the CFPB because they are going to overcharge me for XX/XX/2023 and due to my income, I can not afford to make this payment and I am going to face certain foreclosure because of the XXXX error this company has done to me and my family. This is my homestead property that I live in with my wife and small baby. I am current on my mortgage with not XXXX XXXX past due. PHH MORTGAGE refuses to correct the situation and will cause me to be past due on my payment and cause me to lose my only home that I have worked all my life for. Please see attached documents and help me with this mailicious company.
Company Response:
State: FL
Zip: 33157
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was divorced last year of a XXXX year marriage and part of the divorce settlement was to get my wife released of liability for this loan. I started the process XX/XX/XXXX. I paid the {$370.00} application fee and can't get the release of liability processed. The phone number that I call goes to an offshore call center and get assigned to different agents weekly. I sent and resend the required documents and they claim they can't open them or didn't receive them. Some agents are very difficult to understand and don't seem to comprehend what has been done numerous times or what I am saying. They change what they need to process and ask for more, even after I verify that is all they need. I have asked to talk to a US based person and was only able to once and told to call back. They won't give me a US based direct line to call. Each call goes through a menu system and can take over 30 minutes to actually talk to someone. I leave messages and they say will call back and never do, claiming they tried but line was busy. I have no record of any attempt for them to call back. I have a credit score in the mid XXXX 's and have never missed or been late on a payment in XXXX years. I am presently retired and have retirement income, rental income, as well as social security, which more than covers the payments that I have been paying for since XXXX. I have sent income tax forms, bank statements, rental agreements, Retirement award letter, divorce decree, and other forms they requested. I email forms and get an automated return saying they got it, then told they never received it or were unable to open the link. The documents sent were in PDF format locked with the last 4 digits of my SS number which they use to identify me when I call. They seem to be deliberately delaying and causing me to exceed the deadline set by the judge to get this resolved. I have asked for a record of all the calls and interactions that have occurred and told they would need a court order to give that. I can download more emails if necessary. It is like using the off shore call centers is a deliberate way to avoid any customer interaction with the company. They are trying to make it as difficult as possible and take up as much of your time so that you give up and quit. Possibly to force you to get financing at a higher interest rate.
Company Response:
State: AK
Zip: 99516
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-23
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have traveled to XXXX on XXXX as a tourist and then went back to XXXX to get my documentation and got my renewed SSN ( I first got it 10 years ago when I was in XXXX for three months as a XXXX ) on XXXX only. I opened my XXXX and noticed that somebody took my SSN and opened {$710000.00} mortgage at PHH MORTGAGE SERVICES on my name. I disputed it twice via XXXX but they say the dispute was denied by the company. I have my I-92 form as a proof that I entered the country as a refugee on XXXX until then my SSN was not even active. I would really appreciate your help. Thanks!
Company Response:
State: CA
Zip: 94116
Submitted Via: Web
Date Sent: 2023-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Requested the documents from PHH mortgage services from OCWEN mortgage and predecessors for XXXX XXXX XXXX XXXX property in a previous complaint. The reply was incomplete and not sure why CFPB closed case so easily with incomplete file and all notarized documents are fraudulent and don't have a signature from XXXX XXXX XXXX estate on page of none of documents. Never been to Florida to meet her. All these are false and one notary witnesses not original.When note and mortgage separated a crime has occurred and caused harm to me and I need remedy, relief, and documents for that property back to XXXX XXXX XXXX XXXX
Company Response:
State: IL
Zip: 60649
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Owned home since XX/XX/XXXX ; mortgage has been sold/merged many times in 17 yrs ; 1.75 % was added to prime rate on my ARM ( right before closing in XXXX XXXX -- illegal, but I can't do anything about it now -- statute time has passed )... so then -- Last year, tried refinance but couldn't [ income / tax returns too low, etc. ] ; opted to call my current mortgage company, PHH/XXXX, whom said I could pay {$5000.00} or more and have my payment lowered -- via re-amortization; sent {$6500.00} lump sum, in order to lower my payment ( my payment was $ XXXX jumping to $ XXXX!! ) since the payment resets every XX/XX/XXXX. However the re-amortized payment was $ XXXX -- which was still too high/not easily reachable ( I'd lost the VA XXXX XXXX in XX/XX/XXXX XXXX well as my son 's $ XXXX rent/month in XX/XX/XXXX because he moved to WA ) ; rejected that payment ( still too high ) -- and asked for a loan modification/temporary modification of some sort ( I knew what kind of options they have, and I qualify ). Applied in XX/XX/XXXX ; they asked for additional details ; submit and re-submit all sorts of information and details for months since XX/XX/XXXX! -- when I knew my income had changed/was reduced back in XX/XX/XXXX! They've asked me give details and reapply into XX/XX/XXXX, and send letters out which take 5-10 days to reach me -- leaving me very little time to respond in time. My last full application was XX/XX/XXXX, which they accepted as 'complete ' -- however, they said 30 days or less for a decision, which would've been XX/XX/XXXX... more conference calls, etc., and its now XX/XX/XXXX. I've gotten conflicting letters and a conference call EVERY month -- not the Relationship Manager assigned to me ( I actually reached her once -- back XX/XX/XXXX ), but all conversations and all correspondence ( s ) have been as though they don't know what they're doing ( cross purposes ) AND, their final 'determination ' was that I have the ability to pay even though my 'assets ' have not been looked at properly! WHAT are the underwriters looking at??? -- the assets they ask for ( on application ) are not liquid!! AND they're denying a/ any -- modification. I sent information to them via the e-mail addresses they provided ( all this time, as I started with FACSIMILES back in XX/XX/XXXX, but they said they couldn't 'read ' them or they weren't 'clear ', etc. ) ; sent everything AGAIN on APPEAL by XX/XX/XXXX and XX/XX/XXXX deadline ; but alas they've pulled me along for so long, that I have become less capable of that mortgage payment -- have not paid XXXX or XX/XX/XXXX. XXXX is upon us -- I feel as though they've dragged me for months -- not really evaluating my liquidity/ability to pay -- my only income is $ XXXX. Their practices seem unfair or unsavory ; it seems they want to keep my home ( for gain ) ...!?!?!? ... as in short sale or deed in lieu, etc. They need to handle customers ' requests/credit -- much more carefully. My mortgage was paid every month on time for years!!
Company Response:
State: MI
Zip: 48154
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We contacted our mortgage company, PHH Mortgage, to request the cancellation of our Private Mortgage Insurance ( PMI ) as we have had the loan for more than two years and we believe our loan to value ratio is now high enough to warrant PMI cancellation. PHH sent us a letter dated XX/XX/XXXX outlining the requirements for cancelling the PMI and informing us that we must return their enclosed request form along with a check or money order for a BPO/Appraisal fee of {$100.00}. The letter states that these items needed to be returned within 30 days from the date of the letter and it further states that Upon receiving the PMI Cancellation Request form ( enclosed ) and the property valuation fee, the vendor will facilitate an interior or exterior valuation of the property. We must receive the fee to schedule the valuation. We completed the required form and wrote a personal check for {$100.00} per the XX/XX/XXXX letter and mailed them to PHH Mortgage. On XX/XX/XXXX, our check for {$100.00} was cashed by PHH ( according to our bank ), an action that we understood constituted PHH accepting our payment ; we expected that the property valuation would be facilitated at that point, based on the information in our written agreement with PHH dated XX/XX/XXXX. On XX/XX/XXXX, we received an email from PHH indicating that the price for the BPO/Appraisal fee had changed to {$150.00} effective XX/XX/XXXX and stating If you still wish to request PMI removal and have not yet returned the requested form, please send the completed form with a check or money order for {$150.00} made out to PHH Mortgage to :. Since we had ALREADY submitted the form and made payment per the agreed upon price in the XX/XX/XXXX letter, we did NOT send an additional {$150.00} as requested. My husband then contacted PHH via telephone and explained that we had already submitted payment and PHH had accepted that payment. PHH informed us that they required an additional {$45.00} from us in order to facilitate the property valuation ( not an additional {$150.00} as their email stated ) and that there was nothing they could do as the vendor changed the fee. The conversation ended with an escalation manager ( named XXXX ) indicating that she would contact the PMI team to register our dispute and would reach back out to us within a week ( by XX/XX/XXXX ). On XX/XX/XXXX, we received an email from PHHs XXXX Department advising us that they required an additional {$45.00} for the BPO/Appraisal due to the XXXX XXXX fee increase of XX/XX/XXXX with no additional information other than how to file a complaint with the Oregon Division of Financial Regulation , which we did. We believe that PHHs letter to us dated XX/XX/XXXX constitutes a contract ( with which we complied within the required time frame ) and that PHH is in breach of contract. The letter contains no specific language ( nor anything resembling it ) that the price listed for the property valuation is subject to change. This appears to us to be a classic bait and switch situation and we do not believe PHH is acting professionally, ethically, or perhaps even legally in not acting in compliance with the terms of their written contract with us and refusing to facilitate the requested property valuation after accepting our payment for doing so.
Company Response:
State: OR
Zip: 974XX
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I called my mortgage company to ask why my payment had not been applied. I was put online with one of their customer service reps. I asked if he could tell me why the payment had not been applied to the account. XXXX was due on XX/XX/XXXX, but there is a grace period of 16 days if you require it. I sent the payment priority mail through the USPS so that it could make the XXXX XXXX cut off time for the grace period. The payment was delivered to the po box of the mortgage company on XX/XX/XXXX at XXXX. This is verified by text by the USPS when letter was delivered. I gave the rep of loan company the information of the certified letter and re-laid to him the initial mail date. The rep of the mortgage servicer said. '' To give them a few day longer to get the paymnet applied. '' I also asked the servicer what about the late payment? I was advised that the payment would be removed and would be reflected in the next statement. Today is XX/XX/XXXX. Tomorrow will be the XXXX. It has been longer than had been described by the mortgage services rep.
Company Response:
State: OK
Zip: 741XX
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On approximately in XXXX the company I worked for went out of business, I was able to find employment with another company afterwards, but at lower salary. My wife was unable to work because of unexplained XXXX, ultimately leading to XXXX XXXX on XX/XX/XXXX causing further struggle 's. She is still unable to work as she is still suffering from XXXX. I made numerous attempts with the mortgage company after after falling behind on the payments by sending partials payments, attempted serval loan modifications. I sought the assistance of numerous intermediaries, without success.
Company Response:
State: NY
Zip: 11967
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello CFPB, I hope there is help on CFPB end to the continuing issue I XXXX XXXX, a Licenses Real Estate Agent for over 18-years, am having with the issues listed below : From Number XXXX XXXX ) There is NO language in the DOT or the Master HOA Covenants stating Insurance H06 is a requirement of the Borrower Therefore, this is not a Lender requirement period. Both XXXX XXXX and XXXX XXXX after reviewing the HOA Covenants agreed that NO H06 Insurance is required. Both two reputable Lending Companies. They did not miss anything it wasnt there. There were discussions about this during the underwriting phases in both cases. 2 ) PHH Mortgage has violated the Truth and Lending Laws after purchasing a mortgage from XXXX XXXX Closing Lender, and attempting to change the Lending requirement, of which, PHH acted on their own without proof this H06 Insurance policy is a lending requirement. 3 ) PHH Mortgage has violated sections of RESPA by force placing a H06 Insurance policy by their Insurance company providing them a fee or annual insurance premium of {$460.00} that is not required by the Borrower because the Master HOA Covenants states in Article XI INSURANCE AND CONDEMNATION 1. ( a ) state the unit condos are 100 % covered through the HOA monthly dues and fees etc. 4 ) Borrower after many attempts with PHH Mortgage to give PHH a better understanding of the HOA condo regime insurance policy, but they refused to cooperate and to this day still does so. This led to the Law Suit. 5 ) Borrower also submitted a claim with the CFPB Consumer Financial Protection Bureau Complaint Number XXXX due to the fact PHH Mortgage has delayed making the appropriate changes back to the original agreed Mortgage Note from XXXX XXXX. Borrower is going to Re-open the claim or a new claim against PHH Mortgage with CFPB whereas the Borrower is praying for Penalties and Fines against PHH Mortgage within the next 24 to 48hrs. 6 ) Borrower is seeking a minimum of {$50000.00} if this issue is not resolved in an educated business like and/or professional manor with one week of this notice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 68135
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Ocwen Mortgage serviced my loan # XXXX between XXXX - XXXX. Property address is : XXXX XXXX XXXX # XXXX, XXXX MA XXXX. Then it was transferred to another servicer XXXX in XXXX. Expected that account is closed as of XX/XX/2013. I just got a Credit Report and Ocwen shows as OPEN, but should have been CLOSED back in XXXX. Called Ocwen customer service on XXXX twice between XXXX - XXXX XXXX. They were unable to find my account by loan # or SSN # since account has been Closed. Now I am stuck with Loan showing OPEN which hurt my Credit Score since I am trying to obtain a new Loan. Matter is URGENT and requires an immediate assistance in resolving as soon as possible. This account should be Closed. please see credit report attached Thank you XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A