Date Received: 2022-08-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received a loan modification with help from a non profit and completed all of the trial payments with PHH 3 DIFFERENT TIMES. The most recent was in XX/XX/XXXX. I have continued to make the payments while waiting to receive final docs that put my name to the property. and discovered that on XX/XX/XXXX PHH DENIED MY LOAN MODIFICATION for missing docs! But XXXX ever let me know any of this before XX/XX/XXXX! I called and was ASSURED they were ALL there by the first agent I spoke with when I called. I was on hold for 60 minutes while she checked! I asked to have a call from an account specialist because i wanted to be sure to know what i was waiting for and PHH is very crafty with their internal procedures and losing docs.. The second agent I spoke to who called me for my appointment on XXXX XXXX told me that was not true and that the first agent had not documented ANYTHING SHE SAID. She assured me that the docs were there and had been received on XX/XX/XXXX like I sent them. The second agent denies all of this and is saying I need to send in these docs and REAPPLY for another LOAN MOD. Are they there or NOT? He said that they were there but they needed another copy for the new Loan Mod? That is XXXX. XXXX NO I should not have to do another Loan Mod. This was my parents home for 45 years and I have been trying to work with these people when they were OCWEN in XXXX and now they are PHH and its XXXX! I am a XXXX woman and a XXXX citizen and I want this resolved once and for all. This mortgage company seems to be run by scammers and XXXX. XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 92114
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage is serviced by PHH Mortgage. The home in this case is a condominium which has an HOA. The HOA provides insurance for the building, including flood insurance which covers the inner dwellings of the units. The complex is located in a flood zone. PHH mortgage has ordered flood insurance and has added the premium to my monthly escrow, resulting in a 33 % increase in my payment. Considering that the HOA 's insurance policy already covers this, an additional insurance is not required. I have called PHH Mortgage countless times now and discussed this matter with the insurance department. Each time, I am told that the policy that they ordered is a duplicate and not needed ( I have provided PHH with the HOA 's policy!! ) and after an escrow analysis the additional flood insurance would be removed and my previous payment would be reinstated. Yet, they have not made an adjustment and are charging me an over-inflated rate. Not only is this poor customer management, this should not be legal and if PHH Mortgage is treating me like this it should not be a surprise if many other home owner are in the same situation.
Company Response:
State: FL
Zip: 33401
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We purchased our Home in XX/XX/2020. Covid 19 has impacted our finances as myself lost my contract to merchandise XXXX XXXX accounts, and my wife had a reduction inhours with XXXXXXXX XXXX We fell behind on our mortgage payments during the first sale of the mortgage to XXXX XXXX XXXX and servicer XXXX. The mortgage was then purchased by XXXX XXXX with PHH Mortgage Service as the servicer. We were told we were eligible for a loan modification and submitted our application and documents, despite being in communication with PHH on our struggles to comply with the program. in XXXX we were told we were denied the modification because of late submission of documents. Jump to the present and we had our monthly appointment with the PHH relationship manager. We were informed that we should not had applied to XXXX XXXX if we sought the modification to the loan ( although it is recommended by XXXX you apply waiting on modification ). Then after his ill informed rant on the XXXX program my wife told him that I had some questions. He informed my wife that under Texas Law he needed a written authorization to allow a third party to discuss the loan with me. That is an untrue statement as under Texas Law, as a community property state I am considered on of the borrowers because we equally own the home. The XXXX could not tell us why our Loan Modification trial payment was {$200.00} than previously, when the original loan payment was {$1000.00}, and the first trial payment was only {$2.00} lower. PHH seems to be mishandling our Loan modification and refusing to work with us to get the modification approved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX is the servicer, mortage in XX/XX/2007 been payi ng XXXX a month on. XXXX mortage but the balance only. Went down to XXXX to date after all these years they said they would investigate still waiting no results your. I input will be appreciated thank you.
Company Response:
State: IL
Zip: 60619
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: to whom it may concern, i previously submitted a complaint directly with PHH mortgage so far no one has responded instead they still when ahead a placed an auction on my property. They know my loan is a bad loan I've been attempting to make payment towards my past due and so far nothing has worked. Each time i submit an application its a direct denial. That just tells me that no one is taking into consideration my file. I deserve a fair review and the opportunity to keep my house. I also demand for the auction to be postponed.
Company Response:
State: CA
Zip: 90015
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I previously filed a CFPB complaint against PHH on XX/XX/XXXX because they were refusing to provide me information regarding my loan and also because they were refusing to provide me with a repayment plan to bring my loan current. While I am a signatory on the promissory note and mortgage, PHH refused to discuss the account with me citing that I was merely an " alternate contact '' on the account rather than a borrower. Because they did not deem me a borrower they refused to review me for any loss mitigation options. PHH responded to the CFPB complaint, the matter was only partially resolved. Any resolution at all was due to their counsel 's actions and not PHH itself. Despite the fact that PHH was refusing to discuss any loan details of my account with me, their foreclosure attorney eventually provided my attorney with a repayment plan agreement in my name which I executed and returned as directed on XX/XX/XXXX. I have since made XXXX payments under the repayment plan which have been received and processed by PHH. On XX/XX/XXXX my attorney and I placed a call to PHH to ensure I would now have access to my account. During the call, I was again advised that I was not a borrower on the account, but merely an " alternate contact '' and PHH also told me they did not even have a copy of the promissory note which I signed in XXXX. My attorney told them that was impossible since the note and mortgage are both attached to the XXXX Foreclosure Complaint. Still, PHH required my attorney to email them a copy of the note and mortgage while we were on the call. After waiting nearly an hour, PHH finally stated they never received the email. My attorney send the documents again. PHH told us to call back in a week to see whether they were received. PHH also asked me to send them any emails I had with their attorney finding that I am a borrower. At this point, I have signed the promissory note and the mortgage, along with the Certificate of Occupancy and the Repayment Plan ( which are both in my name ). PHH needs to immediately grant me account access and ensure that I have borrower status in their account along with all of the rights and responsibilities that come with being a borrower.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are experiencing major problems with our lender, PHH Mortgage. Our original loan was sold to them and since then everything is off-kelter. For instance, we previously negotiated a payment date at the start of the month with our original lender, however, PHH refuses to honor this agreement and insists that we pay in the middle of the month. Such being the case, they constantly insist that we are behind on our payments and absolutely refuse to adjust the payment date as we request. Secondly, they refuse to adjust the amount we need to pay in town taxes. We reached out and they absolutely refuse to either let us pay separately, or pay correctly. Lastly, and most importantly to date, they failed to pay our insurance company! We recently received word from XXXX that XXXX did not receive payment and we are uninsured as of XX/XX/XXXX, when PHH should have paid them on XX/XX/22. Our insurance and taxes are rolled into our monthly payments, so it is appalling that they wouldn't take this seriously. I am now trying to negotiate with XXXX, but request that you please assist with the matter because seeing the carelessness of this company I simply don't know how they're going to XXXX up next. Thank you for your support.
Company Response:
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: They let my insurance property lapse, because they didn't pay it. Then sent me threatening letters saying I had to provide new insurance or they buy on my behalf. They handle the escrow. They paid the insurance policy last year from the escrow, but not this year. They must do the needful while maintaining the escrow account.
Company Response:
State: NJ
Zip: 07751
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This complaint is long overdue. I lost a home to foreclosure with Ocwen Mortgage Services. Home was purchased in XXXX using a VA loan benefit. Ocwen acquired the loan shortly after. In XXXX I suffered a work-related injury that had me off work for over 5 months, the majority of which was unpaid. Ocwen would not work with through this time. They would refer me to assistance programs and every time I sent the aid packages ( by mail and fax ) they would claim to never receive them and send me another package to fill out. Every financial aid request was dealt with in similar manner. This happened on at least 5 occasions. Ocwen would not negotiate any restructuring of payments, refused partial payments, failed to honor XXXX gap protections that were part of my original mortgage loan, and after 3 missed payments they blocked me from online payment access, phone payment access, and wouldn't cash checks sent by mail. When I would try to call Ocwen reps would tell me I had to pay the full delinquent amount to be able to re-establish payment. I was not able to do that as I had only received 45 days of worker 's compensation from my employer at 80 % of base pay. I believe Ocwen acted in disregard of consumer protections and failed to consider or respond to financial aid benefits that were supposed to be available to borrowers during that time. They acted with callous disregard for my hardship, failed to honor XXXX protections that were present in the original loan, and refused to work with me on partial payments or any type of restructuring of the loan. Is there any recourse against Ocwen or their parent company? Have there been any class action settlements that I may have missed because I was basically transient after losing the home and had no firm address as a point of contact to receive information of this kind? This foreclosure also caused me the loss of my VA home loan benefit in the amount of {$39000.00} that I have never been able to repay. It seems obvious that Ocwen acted in a manner to intentionally force foreclosure despite all my efforts to try to work with them on a solution.
Company Response:
State: IN
Zip: 469XX
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Second request : Please tell me the specific total amount of principal paid on my mortgage and the total amount of fees added to my mortgage. DO NOT SEND ANYTHING ELSE! JUST PROVIDE THE TWO TOTALS REQUESTED!
Company Response:
State: MO
Zip: 64114
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A