Date Received: 2022-10-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, on XX/XX/XXXX, I applied for the Wisconsin Help for Homeowners grant because I was unable to pay my mortgage. I was approved in XX/XX/XXXX. For the past 4 months I have been trying to get through to someone/anyone that can help at my mortgage company ( PHH mortgage ) so that WHH ( Wisconsin help for homeowners ) can release the funds to bring me current on my mortgage. Meanwhile on XX/XX/XXXX my mortgage company ( PHH ) served foreclosure paperwork. I have always paid my mortgage on time ( Ive lived here for 21 years ) through my battle with XXXX in XXXX, through XXXX and then getting XXXX in XXXX. My home has needed many repairs and due to my battles and illnesses I was unable to do any repairs. In XXXX I began finding contractors to repair my home, as it was becoming hazardous to live in. Due to me getting XXXX, having multiple XXXX, going through XXXX, me and my XXXX XXXX XXXX ( XXXX XXXX ) getting XXXX in XX/XX/XXXX and having to get my front sill plate repaired, porch roof that was leaking and causing mold, tear down the remaining damaged chimney, have siding put up, roofing and drywall to repair the hole in the house from where the damaged chimney was, I have not been able to keep up with my mortgage payments since XX/XX/XXXX ). I have called PHH numerous times ( from the person whoever answers the phone at that time, to the mitigation department to the escalation department ) to let them know that all the mortgage company need to do is complete the CDF process so that WHH can release the funds to reinstate my mortgage. This is why I was so confused when they served me papers for foreclosure in XX/XX/XXXX. I finally have a main contact person at PHH but she doesnt understand what the hold up is either and how to advance the process. I want to keep my home that I have worked so hard for, being a XXXXXXXX XXXXXXXX, XXXXXXXX XXXX, battling XXXX, going through XXXX and XXXX please help me get through to them and let them know that all they need to do is complete the CDF process so the state program WHH can release the funds to reinstate my home and allow me to keep my home. Thank you so much in advance.
Company Response:
State: WI
Zip: 54915
Submitted Via: Web
Date Sent: 2022-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is the email I submitted twice to my mortgage company. All names and personal info have been removed. " To whom it may concern : Per the conversation on XX/XX/XXXX with a PHH Mortgage Services [ PHH ] representative, I am submitting the following documentation to cite an error on the side of PHH who has denied my application for assistance due to an existing lien. - A copy of the notarized Certificate of Redemption for the property at [ residential address ], attesting that the account is current and free of liens. - Furthermore, a copy of the Tax Statement for the property provided to me by the County Treasurer 's Office. They advise that if PHH has further questions regarding this matter in particular to please contact [ name ] ; a delinquent tax team member for a [ delinquent tax team member ] at [ phone number ] I am also providing an additionally requested document : - A copy of the cover and signature pages of the Declaration of Trust for the [ homeowner ] dated XX/XX/XXXX. Since XX/XX/XXXX, I have attempted to seek assistance from PHH so that I may resume making regularly scheduled monthly payments, only to be met with endless obstacles, oftentimes contradictory policies and procedures, and yards of red tape from [ the mortgage company name ] directly. I will elaborate. In XX/XX/XXXX I, [ representative for the homeowner ] took over managing finances for the aforementioned property. It was at that time that I was made aware that PHH had stopped taking automatic payments from [ the homeowner ]. When I contacted PHH to inquire as to why this had occurred, no representative or associate could give me an answer. The words they all used were, " I don't know. '' To my knowledge, there was no reason on [ the homeowner 's ] side of things that this should have occurred. To this day, PHH has failed to provide an answer to this question. Ultimately the last PHH rep I spoke with at the time advised me to begin manually paying the monthly mortgage payments and we would be fine. So that's what I did. Throughout the entire global pandemic up until XX/XX/XXXX when PHH notified us the account had defaulted. By this point in time, [ the homeowner ] had moved out of the residence and thus full financial responsibility for the house, including the mortgage, fell to me, as [ the homeowner 's ] income became dedicated to her new place of residence. I myself, had only been back working, after being unemployed for 445 days, for just under 3 months. And so I applied for Mortgage Assistance Due to Covid. After months of waiting, finally in XX/XX/XXXX, I was approved for assistance and made 2 of the required 3 trial period payments which I was assured if I made would lock in the new mortgage rate. When it came time to make the 3rd payment in XX/XX/XXXX I called the automated system and was not allowed to pay. When I spoke with a [ the mortgage company name ] rep the next day, and I asked why I wasn't able to pay, they said they didn't know and would have to request clarification from another PHH department. During the time I waited to receive word, in the mail I received a new letter of approval. It gave a new amount I was to pay for 90 days that included a reduced mortgage rate but also an added amount to begin repayment to the escrow account that PHH had established. And so I contacted to confirm receipt of this letter. It was during this conversation with yet another PHH representative that I was told there was a second letter sent- a denial letter stating I was not approved for assistance- that was dated the exact same date as the new approval letter. I had not received the physical copy of this denial letter by the time of this conversation. So the PHH rep emailed me a copy while we were on the phone together. And when I asked the rep which of the documents was accurate, they said, " I don't know, '' and they were going to have to request clarification. After a few days I was finally able to get an answer. I was denied due to a " title issue. '' The PHH rep that I spoke to this time around couldn't tell me much more. They advised me to get in contact with the county treasurer 's office to inquire. This was baffling to me because in XX/XX/XXXX PHH had resolved the only lien on the property that existed and had since set up an escrow account to pay the property taxes directly to the county moving forward. So the " title issue '' that got me denied wasn't an issue at all. To recap, In XXXX, PHH deemed me ineligible for Mortgage Assistance Due to Covid because the original missed payments occurred prior to the start of the pandemic. But my ability to pay was in fact compromised due to the pandemic, When I applied for non-Covid related assistance I was initially approved then blocked from completing my 90-day trial payments by PHH because of a title issue. An issue that never was because PHH themselves aided with the property taxes months beforehand yet had not procured documentation stating this. ( Ultimately, I had to track down and submit the paperwork to PHH. ) And PHH now renders me completely ineligible for Loan Modification because I failed to complete said 90-day trial period, which again, I would have, but I was blocked from doing so by [ the mortgage company name ]. I was denied a repayment plan due to missing documentation and a lien on the property. Yes, we are still talking about the same lien that was resolved by PHH in XX/XX/XXXX and that I sent proof of redemption of in XX/XX/XXXX. That I have attached to this email. And as of today, XX/XX/XXXX, I was informed that I am not eligible for other types of assistance because of the type of loan this is. Meanwhile, through the weeks and months of constant communication with PHH often at my own initiation, PHH has refused to accept any payments of any kind. So the amount I am behind has multiplied exponentially and continues to do so making it all but impossible to catch up in one lump sum payment. Had I been permitted to pay whilst awaiting clarifications and application decisions, and processing times for documentation submissions my amount due would be significantly lower. All that said, it is still my goal to find a solution that satisfies both PHH whilst allowing [ the homeowner ] to maintain ownership of her property, as well allowing me, the now sole resident of the property, to resume monthly mortgage payments and ultimately stay in the home I grew up in. I ask that PHH consider that their own web of actions, shortcomings with interdepartmental communications, and lack of communications with third parties has caused a chain of very avoidable events that has had a detrimental effect on a homeowner and their representative whom have done everything that has been asked for and maintained regular contact with PHH in their effort to do things the right way. Whose now only resident was truly severely impacted by the global pandemic, yet managed to make the mortgage payments every month throughout it, and would have continued to do so had the requested and needed aid rather then barriers been put forth by PHH Mortgage Services. I ask that PHH reconsider my eligibility for assistance, modification, and any other programs that would result in getting this account current and back on track. With deepest sincerity, Representative for the homeowner and primary resident at the property & The Homeowner '' On XX/XX/XXXX I spoke with another representative for the mortgage company and was advised that a letter of offer for payment deferral was being sent out. In XX/XX/XXXX I received said letter which was dated XX/XX/XXXX. It indeed said we had been approved for payment deferral. I called the mortgage company to confirm we wanted to accept the offer and was also placed on forbearance until XX/XX/XXXX in order to protect the account before we resumed payments on XX/XX/XXXX. Since then, I also submitted a small payment in XX/XX/XXXX, in an attempt to demonstrate a bit of good faith and overall intent to pay and thereby resolve this. On XX/XX/XXXX, I called the mortgage company for a separate reason but then also wanted to double check that everything else was set to go. The agent assured me it was and we ended the call. Precisely 20 minutes after that the mortgage company called me to notify me that said letter of offer of payment deferral was sent in error ... that the account was still under review. So in fact, we were not safe or have a long-term resolution in sight. For a year and 2 months, I have done everything I could, everything the mortgage company has asked of me to try and right this ship. The mortgage company has made mistake after mistake after mistake and I continue to look at losing my home. I'm exhausted and defeated. I want to get back on track. Where do I go from here? **Below there is an option to upload document, etc... I have extensive documentation about everything that has happened from XXXX XXXX present and can provide that if/ when the time comes. For now, my resources are a bit limited so I'd need more time to get it all uploaded.
Company Response:
State: NV
Zip: 89117
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I previously was under gov't assistance due to covid. Then I was started on a 90-day trial. I continued making payments, until I called to do so this month. The rep. claimed a paper was sent to me and that I never signed it, so, due to this, I am default on my loan. They refused to take my payment. For all the nonsense I have been through, I sure would have signed a paper if I had received one to sign. I had a problem earlier this year regarding an insurance check. They kept claiming I never " sent the paper back to them '' so they wouldn't release a check to me for repairs. Due to an error, I'm supposed to go through the modification process again. Never received a voicemail, or a letter in the mail regarding this issue. I'm very irritated to say the least. My mortgage rate is please going to stay @ 1-2 %, I shouldn't be penalized because of their errors. Thank you for your help! XXXX XXXX XXXX
Company Response:
State: GA
Zip: 31406
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Almost 3 months ago I was made aware that my mortgage company ( PHH ) had missed one of my tax payments. On top of this they miscalculated my property taxes and increased my escrow payment by half a grand. I have been working with them since XXXX to adjust my taxes, reimburse me for the amount in my account that doesnt need to be there, and lower my monthly payment. I can no longer afford an additional {$1000.00} on top of my mortgage payment monthly. However now I face this hitting my credit score if I pay them for my loan amount and nothing more. Another tax payment is due on XX/XX/XXXX and I am not even sure they will pay this on time because it is not showing up as an upcoming payment on my account. At this rate they are bleeding my bank account dry and I am forced to continue depositing into an account that collects no interest in a fear the my credit score will be hurt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02125
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XX/XX/XXXX In XXXX I applied for a home re-modification and I was told not to pay my monthly mortgage. I was approved within XXXX XXXX and received my new mortgage and started payment right away. At that time I never looked at my Credit scores or report. I then looked to purchase another home and during that process learned that OCWEN Loan Servicing had placed negative marks on my credit report. Its been XXXX XXXX XXXX XXXX and I called to ask OCWEN questions regarding why this was placed on my report when I was told I could not make a payment. I have wrote letters and phoned them with the only response being that the account was closed and transferred to PHH Mortgage. I continue to contact them in an attempt to have the negative marks removed. I have also written PHH Mortgage to see what they could do with this issue.
Company Response:
State: CA
Zip: 90250
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received your letter dated XX/XX/XXXX denying my request for assistance and denying my appeal for reasons that are unreasonable, you stated you that you wouldnt review my loan for workout plan because I received several workout plans in the past and that is NOT true, I have not received any workout plan since XXXX and that XXXX workout plan offered by a total different servicer then it was AHMSI whom went out of business, I didn't accept that offer, it was not a good plan or affordable workout so I did not accept and kept the original loan and luckily my loan was transferred to many different servicers that that I did not even know who was my servicer at that time and who I needed to negotiate my loan with and or send my payments to then, beside all that I was XXXX XXXXy and I was XXXX XXXX and I had no one here in the state to help me legally with my mortgage negotiations, few I hired from overseas scammed me and took my money and never called me once. so please I had no options or even a chance to redeem myself and redeem my home, please give me a chance and work with me, put me on a trial payment, look at the nature of this loan I have now and current market values and just give me a chance so I can catch up and take a breath. I have a family that suffered severely from covid on top of it, I have lost my elderly mom to XXXX in XXXX and almost lost mine too to XXXX XXXXast year, give me a break and stop being harsh to us homeowners we never intend to default on our mortgage but this mortgage was a bad loan from the beginning and I was scammed to accept it and I wasn't knowledgeable then on what I was getting myself and my family into when I accepted it.. I have submitted application with XXXX XXXX XXXX and it's in review for loan for assistance. please work with XXXX XXXX to find the best scenario that can make this work and not peruse forclosure actions as its illegal, I have contacted XXXX XXXX and they said they and they advised me you need to send them orders to rescind this sale. we are military family and thank you again.
Company Response:
State: NV
Zip: 89084
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: divorce : property was kept by ex-wife and sold by ex-wife. very unfair credit reporting due to ex-wife Ocwen loan servicing acct : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX never late always reporting that i am late.
Company Response:
State: TX
Zip: 78541
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This problem has been ongoing since XX/XX/2019. First with XXXXXXXX XXXX and now with PHH, the successor to XXXXXXXX XXXXXXXX PHH is requesting {$390.00} for a p-payment made for condo fees which were stopped when a checking account was mistakenly closed out. On XX/XX/2019, a payment for {$310.00} was withdrawn from my XXXX bank account ( see enclosed confirmation card from XXXXXXXX XXXX ). XXXX XXXX Representatives continued to harass me for payment, so I sent them the enclosed letter and check # XXXX XXXX XXXX ) for another {$390.00} on XX/XX/2019. Over the past XXXX years XXXX XXXX and PHH have continued to harass me for the {$39000.00}. By all accounts, XXXX Mortgage and PHH owes me {$390.00}. This information and many telephone communications have been provided to the mortgage companies but they refuse to accept it and refund my {$390.00}.
Company Response:
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Hello, I refinanced with PHH Mortgage Services Corporation, XXXX XXXX, XXXX in XXXXXXXX XXXX At that time, they had told me that my " silent second mortgage '' would be paid off w/said re-finance. I went to obtain a home equity loan from my credit union and they were the ones who alerted me to the fact that that " silent second mortgage '' was never discharged. PHH is now telling me that I owe HUD XXXX XXXX - which I was NEVER advised of. Not by PHH, not by the closing Attorney. There is NOTHING in my closing documents that indicate this. I would NEVER have re-financed had I known this .... I had told the bank all along that the purpose of the re-finance was to do some house repairs- which we did. They never told us that we first needed to pay a HUD loan. Also, PHH made us pay off a Home Equity Loan, a loan we had on a hot tub ... XXXXWhy wouldn't they have told us that we needed to pay off the HUD Loan? Because they were being deceitful and not telling me. I FEEL LIKE I HAVE BEEN SCAMMED BY PHH AND NEED ASSISTANCE ...... Have filed a complaint with the XXXX as well. I have all of my emails and loan documents if you need copies ..... CAN YOU PLEASE ASSIST BEFORE I NEED TO HIRE AN ATTORNEY? I will be seeking DAMAGES as well if I hire an Attorney becuase this is holding up my home equity loan - and rates are increasing ..... Thank you so much. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX XXXX XXXX I received storm damage on my home. My insurance company was great and issued a checks to do repairs. I sent the checks I received to my reverse mortgage lender PHH mortgage. I completed all XXXX releases and documents I was required to do. My contractor completed all paperwork and repairs as directed. The contractor is still owed over XXXX that is being held in an escrow account after 3 months of the work being completed. This work was approved and signed off by a PHH inspector. I also had to mail in my depreciation check that I received. These funds were to cover vendors I paid for out of pocket or still owe funds to. PHH confirmed the check was received XXXX XXXX. They advised me if was a 5-7 business days and they would issue a check because it was not for any new work. That timeframe has come and gone by 3 weeks. I have called many many times and now they say the are having IT issues and can not see any of the documents that have been submitted. They are unable to give an answer as to when this issue is going to be resolved. When I called on XXXX XXXX, they told me by XX/XX/XXXX, still nothing. I called the XXXX, the XXXX, and now the XXXX, and still nothing. They told me I would have to wait another week and hopefully this would be resolved. As of now the contractor has no choice but to file a lien, other vendors are threatening collections, and I can not get anywhere with them. I, my insurance, and my contractor have done everything asked of us, they have withheld funds for over 6 months with no clear answer to when they will release them. I have signed a release allowing my contactor 's lawyer pursue additional legal action against them. I am super lucky because my contractor understands I can not control the situation. My contractor is owed {$18000.00}, I am owed {$8800.00} for the depreciation check I sent. My insurance company has sent me a total of {$45000.00} in loss checks. PHH has only issued one check in XX/XX/XXXX in the amount of {$18000.00} to my contractor. They are still holding {$25000.00} even though the work has been complete for 3 months. I don't know what else to do. Please look into them, I call and I can not get any answers. Thank you.
Company Response:
State: MN
Zip: 55744
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A