Date Received: 2023-12-07
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: On XX/XX/2023, I notified PHH about a payment we made on XX/XX/2023, in the amount of {$3100.00}, that was submitted for our XX/XX/2023 mortgage statement, which also included an assessed {$950.00} bankruptcy fee. I was told that the account was currently under modification and that any adjustments would be made after the modification trial period. On XX/XX/2023, I again notified PHH that the {$950.00} bankruptcy fee was still showing on our statement. We were informed that the accounting error would be adjusted. We again notified PHH on XX/XX/2023, and XX/XX/2023, with no follow-up from PHH. On XX/XX/2023, we again notified PHH, and this time were told that the {$950.00} had been incorrectly applied to the principal balance, that there was nothing that could be done, and that we would be responsible for remitting a payment of {$950.00} as it was still showing past due. We were told that the balance due could be submitted through USPS.
Company Response:
State: CA
Zip: 91710
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I filled out the bi-weekly form and sent it on the XXXX of XX/XX/XXXX. Their form states 3-5 business days to have it done. I called on XX/XX/XXXX and PHH stated they can not have biweekly setup by XX/XX/XXXX. I asked if there is a way, they can take two half payments this month and start bi-weekly on XX/XX/XXXX. they stated no. the only thing they can do is accept full payments. How is that right they can dictate what you pay on the mortgage. How are they able to push back so they can make more money off their customers.
Company Response:
State: OH
Zip: 44266
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/XXXX we canceled ALL of our insurance policies with XXXX XXXX. In XXXX it was brought to our attention that our policies with XXXX XXXX had not been canceled as we requested in XXXX. We had purchased a new homeowners insurance policy with XXXX bundled with our automobiles. In XXXX we had Strom damage to our home, we called XXXX to open a damage claim, XXXX informed us that we no longer had a policy with them due to not receive a renewal premium payment from Ocwen/PHH Mortgage Service Escrow department . We called PHH/Ocwen they informed us that XXXX XXXX was our insurance company. We asked them why did they pay XXXX without doing their due diligence, because we had not given them a cancellation letter nor were we informed that our homeowner insurance had changed. PHH/Ocwen told us that XXXX XXXX sent them a declaration for payment and they paid it. We are still having issue with XXXX to this current date. We were forced to hire an attorney to get the repair of our home done. We loss fund for attorney fees, bundling, paying a higher cost {$3000.00} more per year than we would have paid with XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: XX/XX/XXXX phh makes a incorrect insurance payment of {$3400.00} on a policy set to expire on XXXX 45 days in advance. Made a payment XX/XX/XXXX on new insurance XXXX. Provide updated tax numbers XX/XX/XXXX due to their incorrect numbers by over XXXX XXXX They state they will attempt to fix this but now my escrow is showing underfunded. I was contacted the last week of XXXX stating it was fixed. I get the cancelled insurance payment back and have to pay this back which is fine but Im charged {$15.00} fee in the process. This fee is erroneous as their error does not constitute a fee on my part. On XX/XX/XXXX they make an insurance payment for XXXX XXXX for the county. The count bill is XXXX XXXX This is post them informing me they have corrected the error. They still have 2 more tax payments to make, city and school, which I expect to also be gross overpayments which will result is a higher mortgage like what happened in XXXX. My mortgage payment went from XXXXXXXX XXXX XXXX for all of XXXX and they did not provide me the 30 days to correct this issue. Now they have overpaid for a tax and unneeded insurance which has resulted in underfunding and fees on my side which are unethical. If this is happening to me, I suspect it is happening to many of holders.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75043
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: In XX/XX/2023 I logged onto the PHH Mortgage website to see my monthly payment raised from {$2800.00} to {$4400.00}. I was told this was due to an escrow shortage because they claimed a predictive model showed my home evaluation going up. The 2023 notice of appraised value document I received from the XXXX XXXX Appraisal district office shows my total market value going from {$610000.00} down to {$580000.00} and also proof of my Homestead Exemption as well. When I provided this document to PHH Mortgage they told me it was not enough to remove the increased amount to my monthly payment and they'd need the actual Tax bill that wouldn't be released until XXXX. Around XXXX PHH told me over several phone calls that I'd be placed on a 90 day forbearance where I wouldn't have to make payments and those XXXX payments would be placed on the back of my payment cycle and my account would still be reported in good standing. I was also told they'd have no problem extending the forbearance to XXXX so they could receive the tax bill. I was then told on XXXX that their " investor '' denied my request to have the payments moved to the end of my billing cycle and the amount was due immediately. I then found out my credit score dropped XXXX points because PHH was reporting my account as 180 days delinquent. I filed a dispute with XXXX and my credit report then showed my account in good standing but the score was not raised back to where it was originally In XXXX I was trying to work with PHH to resume payment under the reduced amount but they attempted to get me to sign up for a Mortgage assistance plan. They informed me I could no longer make payments via their website and I'd have to call to make XXXX consecutive payments for XXXX, XXXX, and XXXX for the amount of around {$2700.00} and after I was able to make those three payments I'd be able to again make online payments again at the adjusted rate now that they have the tax bill When I attempted to make my third payment on XXXX I was informed my home was now in foreclosure and it would be up for auction on XXXX if I didn't pay them {$24000.00}. they claim this had something to do with an issue regarding my Title and they had me fill out a Marriage Status affidavit and said that if I filled this out my home would no longer be up for auction but I'd still owe the {$24000.00} ( I have been single this entire time with no previous marriages ) PHH claims they have sent me notification documents via USPS but I have not received them. The documents are available in my account on their website but how would I know to check there if I wasn't being notified via email or even over the phone?! I just didn't want my monthly payment to double and now I might lose my house. Please help me CFPB... you're my only hope!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I recently called my mortgage company the end of XXXX sometime in XXXX to let them know that I lost my job and I had sent me behind. I lost my job XX/XX/XXXX of this year and Ive been playing catch-up ever since so I initially applied for the mortgage assistance and they said that they were gon na give me a financial relationship manager, or somebody I can speak to in regards to my application, but there was nobody I could speak to. I had to wait a month to speak to somebody so in the meantime, I submitted my documents in the beginning I have all copies fax copies stating that I sent it then I spoke to somebody on XX/XX/XXXX or XXXX stating that my documents I faxed over we werent clear so they were going to request for the documents to be rescan so when I spoke to the guy, he said to me that if I dont hear back from him by the end of the following week, that means no news is good news and I should be all set but if I heard from him or any kind of letter in the mail stating I was missing documents, then I would need to submit whatever I needed to submit now I didnt get nothing in the mail, I didnt get a phone call from the guy so I figured I was good but I finally got a letter in the mail saying that I was delinquent on my loan on my house so I recently called back and the person I spoke to told me that my application was denied in regards to missing documents, and I said that I dont understand I said I was waiting to find out if I was missing anything if my documents were rescan, I said this person was supposed to call me or send me something in the mail and I didnt get nothing. I got one letter in the beginning when I first applied for mortgage assistance stating the documents I needed and the next letter in the mail I got was the delinquency then Ive reached out again on several occasions and they were telling me that they would call me back within a couple days and this was the week of XXXX so I shouldve heard from somebody on Friday. I didnt hear anybody from Friday I called twice. The last person I talk to that day told me that there was no no of a manager supposed to call me he put me on hold I was on hold for like 20 or so minutes and then all of a sudden the phone went dead and then the hours they closed so I reach back out to them, I spoke to a XXXX her agent ID is XXXX is what she told me and told me that she couldnt get a hold of a supervisor that there was nobody available and that she was gon na have somebody contact me within 24 hours now its been over 24 hours. I still havent had a phone call theres Ive submitted documents again through email through fax and still nothing on their end on the XXXX I dont see anything im just trying to have my situation resolved whether I pay half whether I pay something or whatever now Im talking to a mortgage counselor I am gon na be talking to an attorney as of tomorrow but there is some kind of communication that theyre lacking something like I Ive been told theyre gon na call me that theyre gon na give me the runaround I mean I pay my I pay my bills. I said this is the only time that Ive I lost my job and it put me behind. I said were all human but they but every time I call there theres nobody I can speak to theres nobody I can speak to so, all Im asking is to do something because this is crazy I the company I have is PHH mortgage and I was told that there have been an issue for other people as well. When I spoke to the housing person thats out of XXXX XXXX and another person thats out this way. They both said not good things about them.
Company Response:
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I obtained a Loan Modification through the Bankruptcy XXXX process & The Mortgage Servicer deliberately refuses to accept my payments over a period of 2 years with no explanation or justification .I have sent XXXX Wire Transfer to them for my Mortgage Payments & they have refused everyone of my payments, My Mortgage payment monthly is {$3100.00} But they have insisted to XXXX XXXX {$4100.00} the Principal XXXX XXXX XXXX the same I have sent them the statement from the XXXX Department XXXX XXXX XXXX my Annual Property Taxes I have sent them a Statement from my Homeowners XXXX XXXX the Annual Amount for my Homeowners XXXX XXXX Yet they have refused to honor the legitimate proofs,, My Home was completely destroyed bey a fire & I still submitted my payments & they refused all payments .They choose to send me misinformation & wilfully misleading information, My life is in constant Limbo XXXX am entitled to compensation from XXXX XXXX due XXXX XXXX fact they have violated numerous Consent Orders from The CFPB, The XXXX Treasury Department XXXX XXXX XXXX of XXXX Comptroller of the Currency XXXX XXXX New York XXXX Department XXXX XXXX XXXX XXXX XXXX XXXX credit rating due to their negligence has decreased tremendously, causing me to be unable to obtain credit
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10469
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: Received Trial modification papers XXXXXX/XX/2023 by mail. Trial has XXXX payments of {$510.00} XXXX trial payment due XXXX XXXXXX/XX/2023. XXXX trial payment was made by XXXX amount {$510.00}. There is a foreclosure sale date for my house XXXXXX/XX/2023 even though I received trial documents in the mail. I read this is dual tracking please help. Dont want my house to be sold in foreclosure sale
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38111
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: My mother became ill last year and I had used up sick time and PTO after XXXX XXXX just prior to that. I took additional time off to be with her during her passing in late XXXX XXXX, resulting in several lost work days/time. I became 2 months late on my Mortgage. Then in XXXX my checking account was compromised, losing just over {$2000.00} on the deposit day. As my account was locked for 2-3 weeks to be investigated and return of funds, I was nearing being late on a third mortgage payment. I called my servicer ( PHH/Ocwen ) XXXX They offered me a forbearance due to hardship ( namely covid ). This was for 3 months. Nearing the three-month end, I had not heard from them and called them. I was asked if I could resume my payments, and I verified that I could. They declined this and extended my forbearance, against my protest, for an additional 3 months. Again, at the end of this 3-month period, I had to call them. They sent me a loan modification request. I got it notarized and sent it in. They sent me a vague letter that it had been declined. When I called, I was told that I had not signed my maiden name on it. This was not indicated in the 'sign here ' area and was not instructed in the ( again ) vague packet they sent me. They told me how to sign and I took a second pack to another notary, sent it, and they declined it because the notary had not signed it the way they wanted. When I called, they said they would send me a notary from the company, who knew how everything needed to be. When I met this notary, I discussed the issue, and she reviewed the info from the pack. She saw no indication to sign any differently and actually instructed me to sign as written. This third attempt has just been denied, the modification has been cancelled. I called the company, after receiving that third and final declination letter, and the person acknowledged it was a clerical error on THEIR part, in underwriting. The representative said she was sending an appeal and a new packet to me to reapply. This I know will be declined, as the hardship has passed and XXXX relief has ended. I owe just over {$26000.00} on my mortgage and the home beside me, less square footage, yard etc, just sold for $ XXXX. PHH/Ocwen has been sued for {$74.00} XXXX in 2017 by the US government XXXX XXXX XXXX XXXX due to fraudulent loan activity. They have had numerous other filings listed against them. I contacted legal assistance through a HUD referral. They representative told me this is a predatory lender, well known to him. XXXX, my legal representation has started a Lender Compliance Program with me and have reassured me that PHH can not foreclose and that I will protected. This service is costing me {$4000.00}. I have not received any letter of demand yet or any threats or letter/talk of foreclosure. However, I feel my home is at stake here and feel the foreclosure laws of WV do little to protect the buyer from these lenders.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 25526
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I was handed a loan modification by my ex spouse to sign from NewRez in XX/XX/XXXX that did not have my correct current name. He demanded I sign. I refused. He is repeatedly contacting me insisting I sign. I and my current spouse have repeatedly told him no My ex is XXXX XXXX XXXX and unemployed. The 11 year loan that XXXX is offering adds up to XXXX with a XXXX balloon payment due at the end of 11 years. This on a house my ex only owes XXXX dollars. I am also XXXX XXXX XXXX, XXXX XXXX, and have no interest in this property. I am not on the title and have not lived in the house or even the state the property is in since XXXX. It is my opinion this loan qualifies as a predatory loan on XXXX XXXX XXXX keeps pushing for this loan modification as well as my ex spouse. Despite my repeated phone calls and emails insisting this property either be foreclosed on or sold.It is stalled because of repeated loan modifications in process I have called and called repeatedly and emailed numerous times to no avail. I am concerned that my name will be used without my consent on a XXXX XXXX XXXX XXXXXXXX dollar loan, because XXXX has been unwilling to listen to me and proceed with foreclosure or short sale. XX/XX/XXXX to XX/XX/XXXXXXXX XXXX XXXX
Company Response:
State: TX
Zip: 77833
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A