Date Received: 2022-05-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I contacted PHH Mortgage Servicing the end of XXXX of XXXX and informed them that I was experiencing financial hardship due to me being and XXXX XXXX XXXX XXXX XXXX XXXXXXXX and that I was impacted by COVID-19 and need to setup arrangements on my mortgage payment that fell under the federal Coronavirus Aid, Relief, and Economic Security Act ( CARES Act ). At that time, PHH Mortgage placed my payments on a forebearance plan for XXXX, XXXX of XXXX and then it was extended for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX payments. When I noticed the late payments on my credit report, I sent a letter to PHH Mortgage asking them to remove the inaccurate 30 day late payments from all 3 credit bureaus since I was protected under the CARES Act, which President Trump signed into law on XX/XX/XXXX, XXXX amended the Fair Credit Reporting Act ( FCRA ) to stop adverse credit reporting during the COVID-19 crisis. The amendment defines " covered period '' as the period starting XX/XX/XXXX, until the later of 120 days after enactment of the CARES Act or 120 days ( extended by President Biden on XX/XX/XXXX ) or after the end of the national state of emergency declaration which is still active. As published in the Federal Register for publication the notice stated that the national emergency declared in Proclamation XXXX of XX/XX/XXXX, beginning XX/XX/XXXX, concerning the coronavirus disease 2019 ( COVID-19 ) pandemic and to continue in effect beyond XX/XX/XXXX. It is stated that under the amended FCRA, if a " furnisher '', ( in this instance meaning the creditor who provided you this inaccurate information ), makes an accommodation because I was affected by COVID-19 during the covered period beginning XX/XX/XXXX, that furnisher must report my account as current to the credit reporting agencies, so long as I was not delinquent on payments at the time of the agreement. ( PLEASE SEE A COPY OF MY CREDIT REPORT THAT WAS PULLED XX/XX/XXXX AND IT WAS CLEARLY NOT SHOWING A 30 DAY LATE FOR THE MONTH OF XX/XX/XXXX. IT JUST APPEARED ON MY CREDIT REPORT IN XXXX OF XXXX.
Company Response:
State: GA
Zip: 313XX
Submitted Via: Web
Date Sent: 2022-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: OCWEN FINANCIAL CORPORATION, OCWEN MORTGAGE SERVICING , INC., OCWEN LOAN SERVICING , LLC PHH MORTGAGE CORPORATION, LLC, Account # XXXX Companies listed above have improperly calculated loan balances, misapplied borrower payments, failed to correctly process escrow and insurance payments, and failed to properly investigate and make corrections in response to consumer complaints. Ocwen has compounded these failures by illegally foreclosing upon borrowers loans and selling loan servicing rights to servicers without fully disclosing or correcting errors in borrowers loan files. Account # XXXX : Requesting Ocwen to provide monthly statements from XXXX, XX/XX/XXXX and all monthly statements from XXXX.
Company Response:
State: TX
Zip: 78240
Submitted Via: Web
Date Sent: 2022-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX XXXX, Ocwen Loan Servicing LLC appears to fraudulently assign themselves the 2nd mortgage loan to themselves using their power of attorney using the person XXXX XXXX. The person working for Ocwen, XXXX XXXX, assigns Ocwen using their power of attorney. XXXXIf this is true, then Ocwen Loan Servicing LLC, " the servicer '', went against their fiduciary duties as their role as power of attorney. 2. I have the original mortgage note that shows Ocwen assigning themselves the note. Upon paying off the loan, I received the mortgage documents including the mortgage note that showed all the transfers. There are probably other violations regarding this mortgage but it would appear that this alleged act is the most grave. I have attached the mortgage note, the allonges and deed of trust which are all signed by one person XXXX XXXX. XXXX XXXX, an employee of Ocwen, assigned the mortgage to Ocwen before they sold it on the secondary market.
Company Response:
State: VA
Zip: 20191
Submitted Via: Web
Date Sent: 2022-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: My previous mortgage loan was with PHH Mortgage. My last payment with PHH Mortgage was XXXX XXXX. From XX/XX/XXXX to XX/XX/XXXX : I was on a Hardship Assistance Plan due to Hurricane IDA. I was told by PHH Mortgage Rep the late payments would not affect my credit. XX/XX/XXXX : my home went on the market to be sold. PHH Mortgage Rep to me I did not have to pay the mortgage because I was in the process of selling the home with potential buyers. XX/XX/XXXX : PHH Mortgage sold my loan to XXXX another mortgage servicing company. PHH Rep assured me all info regarding my hardship and home selling would be transferred to XXXX, which never happened according to XXXX. XXXX, XXXX : My home was sold and loan paid in full. Currently the Credit Bureau is getting reports of late payments from XXXX XX/XX/XXXX the months of my hardship and XX/XX/XXXX the month I sold the home. I tried to send in a dispute to PHH Mortgage but getting the run around or wrong info to reach anyone. XXXX told me it was an PHH Mortgage issue This error has damaged my credit significantly. Please help resolve this issue with both companies. Thanking you in Advance, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70072
Submitted Via: Web
Date Sent: 2022-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We refinanced our home with PHH Mortagage in XX/XX/2022 and an escrow refund check was issued. We did not receive the check after 30 days. We called customer service and the escalation department to complain and get the issue resolved. A new check was requested on XX/XX/2022. On XX/XX/2022 we received the original XXXX check with a USPS stamp of XX/XX/2022. This check was worthless as it was canceled when a new check was requested. As of XX/XX/2022, we still don't have our escrow refund check, that is past 30 days of the original XXXX date when the closing happened.
Company Response:
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2022-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have contacted Liberty as usual the response is they are escalating this matter. In issues I had before the end ( closing ) they did the same thing- they are escalating, I was handled. Elder Abuse and Manipulation that occurred in the Reverse Mortgage application with Liberty Reverse Mortgage In XX/XX/XXXX I finally realized that I had been scammed by a self-professing XXXX woman. Based on this womans lies I had gotten myself in debt renovating my home. For most of my adult life I have lived within my means and gone without to survive. I understand the difference between needs and wants having gone without court ordered child support without a college education and not on welfare raising XXXX children. I was in debt from this event about {$30000.00} and had the potential of losing my home. My dishonest scammer was very very good at the manipulation that occurred. I might have been able to pay this debt leaving me barely able to squeeze by. I had decided to look in to Reverse Mortgage programs designed for the elderly. I was turning XXXX in a year and felt that my health was only going to deteriorate as I get older. By the time I would have any relief from this debt I would not have the health to do things that I wanted or dreamed to do. My thinking was that I could do a reverse mortgage to pay this debt off and then I would just live within my means as I have done in my life. The first organization I called was XXXX. I was just trying to get an estimate for how much my would be available to me if my home was worth x amount of money providing I met all the requirement of the program stating that I understood it was not a set figure. The person would not give me any dollar amount or provide me with an example of formulas used to determine an amount. I needed to find out if the dollar amount would even make it worth me pursuing this. They asked for extreme personal details of information without providing hardly any information ( so I an elderly person is giving up very detailed and personal information ). Information that could be used to manipulate a person by someone knowing what situation you are in or how urgently help is needed. With the amount of fraud taking place today, I felt it was not appropriate information to be disclosed at this level until I made a decision formally make an application. I was not getting any information from XXXX so I searched for other reverse mortgage companies. I ran across the name of Liberty Reverse Mortgage. Alongside the names of the companies were comment s and I remember it saying for people with good credit. Since I have had good credit scores ( XXXX + as high as XXXX ) I decided to call Liberty Reverse mortgage. Each time you call you are given a message that the phone call is recorded. Phone calls to Liberty Reverse Mortgage- I made close to 70 phone calls to Liberty Reverse Mortgage. I have a list of 48 dates although there were more between XX/XX/XXXX & XX/XX/XXXX when I formally made the application and a few more that werent logged due to the stressful situation I was dealing with. I was under so much stress the person who was dishonest was causing problems with my family members and her church people did not leave my home when I told them to leave and I ended up calling the police. See attachments A & B. It was in those 2 months ( XXXX XXXX XXXX ) that I had talked extensively to XXXX XXXX about the terms of the loan. We also discussed how long it would take to close once I applied. I was told 1 2 months. It took 8 months to get this reverse mortgage, 6 months from the time I formally applied in XX/XX/XXXX. I jumped every hoop they demanded. I had provided all the information they wanted, scheduled the counseling for XX/XX/XXXX which was the earliest date I could get. I wanted to close the loan soon after counseling. In XX/XX/XXXX when I applied the interest rate was just under 2 % interest, max increase 2 % per year and capped at 10 %. This was the only plan XXXX and I verbally spoke about. Quite honestly I thought once you identified what type of reverse mortgage you choose, this was the offer for that plan. It never occurred to me that there were options. I have close to 5 inches of paperwork of things sent to me. One example is shortly after I officially applied for the reverse mortgage with Liberty. The package I received was 92 double sided pages, single line, not double lined, printed in 10pt and smaller type ( equating to 184 pages ). It covered all the types of reverse mortgages. If a company wants to bury or minimize information, it could easily be done in that package. A person would have to know what to ask to get down to what would apply to their loan. I am not a banker and do not know all the acronyms. The differences if I went to a bank to get a loan : A bank would not take 6 8 months to complete the process. You would submit the information they require. In my previous mortgages the interest rate was locked in when you made the application. A bank would be give able to give you print outs of the financial information. More specific to your loan numbers given at the time. A person would not be isolated. Again 70 calls, containing 100 200 hours of conversation. The amount and depth of personal information would not be disclosed in a bank situation. You would know what institutions you are dealing with. For instance Liberty Reverse Mortgage is a dba, several of the other institutions who are involved ( dbas ) in this process. And how many of these other entities are owned or associated with Liberty Reverse Mortgage. In a conventional loan I would have a choice of the XXXX, the title company and I would know what company is managing the loan. It is XX/XX/XXXX and I still do not have a Welcome Package. I dont know where to return the excess money they sent me although I am paying interest on it, or how to request more money if I wanted it. I have requested this information multiple times but never received it. Liberty is very aware that I am very stressed about having this {$190.00}?? XXXX money in my bank account if someone gets access to my account it could be stolen. I could choose the title company you I wanted to use and be given the cost. With the reverse mortgage process you are not able to have those choices. I paid for the appraisal via a screen with no cover page, just a place to authorize a {$550.00} payment to XXXX. There was no ability to ask for a receipt or get a copy of the transaction. XXXX also included a statement that additional charges for the appraisal could be charged. In a bank setting you would receive dated receipts for transactions ( not be sent a form to sign to charge your credit card and not provide a way to get a receipt. See attachment D. The company who is overseeing the reverse mortgage has unlimited access to the checkbook. Some of the fees you are charged are outrageous and I have no say or ability to seek out more reasonable venders to provide the service. A senior should not receive communications in 5 point type or letters in 7 point type. I had to use 2 devices to be able to read these documents. Readers and magnifying devices. See attachment C. You would get answers, not be told that they will escalate the issues to never addressed ( the person then says they are not authorize to do anything ). Knowing that each time you go over the information it is creating stress, health issues and despair being so manipulated and these companies have the checkbook. The lack of humanity is astounding. At a bank you would have those answers before you left the bank. At the time of closing the loan there are not additional requirements that would have been resolved before you got to the closing part. The 1st time I tried to close I was given the additional requirement the Thursday before I was going to close the following week. See attachments G & H. The 2nd time to close the loan papers, I was presented with different financial rates of at least 2 times plus the amount of interest that had been discussed and in place at the time I applied for the loan. It seems in the reverse mortgage process, seniors dont seem to have a right to get receipts, a copy of the appraisal I paid for, and I had to request it from Liberty. This includes getting financial statements/receipts in a timely manner. The only thing I seem to get in a timely manner is the bill of the monies they are adding to my debt. In a traditional bank setting I would have all issues resolved and information given within hours, at most days. Other practices that have occurred with Liberty Reverse Mortgage In a feedback communication email sent to me from Liberty Reverse Mortgage. See attachment I. I have asked Liberty Reverse Mortgage for a copy of all the phone recordings ( every time you call them they tell you that they are recording everything. I implore you to ask for a copy of the voice recordings for the following reasons 1 ) You will see how manipulation is used to divert the focus from questions that ones asked. In my case there is well over 100 - 200 hours of discussions that took place and would demonstrate how a senior is manipulated. 2 ) There is very personal information recorded that could be sold, or used to target elderly people for other scams 3 ) The amount of personal information that can be used to confuse or suggest that one doesnt remember things. This would not happen if a person goes to a bank to get a conventional loan. This was done to me when XXXX presented 3 different loan programs to me. I told XXXX that XXXX and I only spoke about 1 loan package. 3 ) The phone recordings would demonstrate how easy it is to run elderly people in circles, avoid answering questions and use personal information and fears to close the loan which is what happened to me. 2 examples : 1 ) When XXXX ( processor from Liberty Reverse Mortgage ) told me that Liberty would not consider the information I sent ( XXXX XXXX, XXXX ) via email to Liberty information about the flood insurance, I requested to speak with the Compliance officer from Liberty. I was diverted to several other personal but never got to speak to a compliance officer, although it was being escalated. a. I immediately called about getting this insurance. XXXX national flood insurance would cost me an additional {$2700.00} a year. Why wasnt I told that in XXXX when I submitted the application with information regarding my home insurance policy? I would have not gone any further with the reverse mortgage. I submitted to Liberty via email information from the XXXX flood site to Liberty so you could see that my home sits uphill and was not in the flood plan. In the XXXX flooding that occurred in XXXX, this property did not flood. Also information stating that flood insurance is for the structure, not dirt which is where the tips of my property lie in a 100 yr. flood plan. I also informed Liberty that I was filing an amendment with XXXX that can determine the home does not sit in the flood area and can be exempt from the requirement. XXXX I spent hours and hours the next weeks contacting ( often multiple calls to these departments ) XXXX XXXX, XXXX XXXX Department, XXXX XXXX Department XXXX XXXX XXXX Department, XXXX XXXX Map XXXX, XXXX XXXX, XXXX of Flood Plan, XXXX XXXX and XXXX XXXX, Getting quotes for cost of Elevation Certificate from surveyors in XXXX XXXX ( {$1600.00} and up ). Filed for amendment with XXXX when they told me I didnt have to have the elevation certificate to file ( application # XXXX ) although it might be required later. XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, FHA XXXX XXXX, FHA XXXXXXXX, XXXX XXXX for FHA, XXXX XXXX XXXX. At one point I waited 2 hours and 45 minutes on hold just to talk to someone. i. NOTE : I had applied for an amendment with XXXX because my home is on a hill on my property, did not flood in the XXXX XXXX floods. On XX/XX/XXXX I received notification from XXXX stating that the XXXX insurance was not required on my home this was almost 2 weeks after I closed. XXXX ) In XXXX XXXX I received a call from XXXX ( processor ) informing me that the Flood insurance would not be required, no explanation was given. I asked to close ASAP. At the 2nd attempt to close XXXX sent me 3 financial packages. I had told her I wanted to use XXXX to put some formulas in to extend out the figures 10 yrs. or more. Note : She offered to send me some examples. This is the 1st time I was offered examples of financial information specifically related to my loan. She did tell me that they were not exactly the final numbers. I remember in a conversation after I received this information XXXX talking more about the value of my home going up, the ability to pay more fees in the future should interest rates go below what I was now being offered. I just want to XXXX in my home, at this point sometimes I feel the sooner the better. I dont care about the value of my home going up. I cared about after paying off the debt I incurred and not drawing additional funds, would I have enough money left in the account after 10 years to pay for services if I became fragile and could not do domestic activities. At this point I dont think I will live that long ( due to stress and manipulation ) and I wonder will there be any money to draw from after the bank draws their share. Diverting my attention to other information. a. All the home mortgages I have gotten in the past, once the application was formally submitted the interest rate was locked in. I met the demands in a timely manner and LIberty changed the terms. Loans may not always exist with the locked in rate, but in my time my loans did. Reverse mortgages are for senior people who probably have had the same experience ( XXXX years ). NOTE : I recently checked with a local bank in XX/XX/XXXX and was told that loans can still be locked into a rate when a person applies. How I have been treated after the ReversXXXX Mortgage was signed. At closing the notary called a number provided by Liberty if there were any questions. He ( the notary ) called the number 2 times. I spoke on speaker phone with a person from the Title company ( recorded, try getting that recording ). She told me they would look into the figures that were incorrect and that I would get a copy of the changes to sign and send back. Never received any copy of the correction to sign, nor did I receive an email stating the changes and figures. When the check was deposited into my account the entire {$29000.00} was received again no statement or email accompanying this deposit. I knew that XXXX requirement of this loan was that the XXXX XXXX XXXX I had with XXXX Bank ( my banking institute ) had to be paid off. I received the money on Friday XX/XX/XXXX. I had been told they would pay it off, but then again I have been told a lot of things. I paid the XXXX XXXX XXXX off that day. This also means additional {$190.00}?? money is on my loan. I have only asked for {$29000.00}. Now I am paying interest on this money that I did not request. On XX/XX/XXXX I talked to XXXX ( XXXX ) from the Title Company ( closing ) and she said I had to call Liberty Reverse Mortgage about the discrepancies. On XX/XX/XXXX I called XXXX and left a message asking her to call me immediately and left a brief message of what it was about. To this day I have not received any return call from XXXX. Before closing I had asked XXXX how I would get information about the account, how to withdraw additional funds, statements etc. she had said I would receive a Welcome package after closing. I have not received this package so I dont know where to send the additional funds they put on my account. Yet I am paying interest on it. I did not receive a statement regarding my loan from Liberty Reverse Mortgage until the week of XX/XX/XXXX more than 1 month after closing. This statement was printed in 5 point type I am a senior and had to use 2 devices so I could read it. The same week I had received what looked like a check from my bank, XXXX. It was for the amount of the payoff of my XXXX XXXX Account. It looked so much like a check so I went to the bank to ask them what it was. It took them that day to figure it out and called later that day to tell me it was a refund, the account had been paid. Again no paperwork or email had been received until XX/XX/XXXX. On XX/XX/XXXX I sent a feedback in response from Liberty Mutual to provide them feedback on my experience with Liberty Reverse Mortgage. Again no ability to have a copy of the feedback. On XX/XX/XXXX or XXXX I received a call from XXXX XXXX (? ) asking me if I wanted to add any more to the complaint. I told her what I wrote in that complaint was about what I felt was Libertys failure to do business in a timely manner and feel that I am paying over twice because of their delays. There are quite a few issues I have with how seniors are treated and the manipulation used in this process is not only ethically wrong but it is morally wrong. XXXX said that she could not do anything but she would escalate it. I had been told that before and nothing happened. I told her that having almost {$20000.00} in my bank account is making me nervous, that I wanted to send the money back and felt I should not be charged interest on it. I also told her that repeating again and again these issues is causing me physical problems and affecting me mentally. I am exhausted. See attached voice recording of the conversation XXXX. On XX/XX/XXXX or XXXX I receive a call XXXX the ( operation XXXX and XXXX the sales department from Liberty- they are going to escalate it. XXXX said she would email me the welcome package and the information I requested. I received a package of some of the information. The Welcome package still hasnt been received. Enough people at Liberty know this it is stressing me out to have these funds ( where I feel it is vulnerable ) and are affecting my health, they know that I am not sleeping, my health has been severely affected and I am mentally exhausted. I have stated that many times in XXXX in conversations that I feel like I am XXXX XXXX XXXX. The emotional trauma is literally killing me. See attached voice recording XXXX. Then the week of XX/XX/XXXX I received a letter in the mail. Get this 7 point type. See attachment F. I guess things are being elevated. I believe they are just trying to delay and do not intend to respond. Knowing this is affecting my health. Maybe XXXX XXXX how many seniors have they put in their graves? By this neglect and strategy ignore the person. This company needs to be held responsible. Although I do not think this conduct is isolated just to Liberty but to XXXX Mortgage companies. Suggestions Get copies of the recorded phone calls, these recordings will clarify everything. Have the recordings evaluated by a XXXX for elder abuse and the isolation. I was exhausted by the time I closed I couldnt take any more. They isolated me, figured out my weakness at that point- my fear that interest rates were going to go up. As I was reminded in several conversations that rates changes occur on Tuesday of each week. I would like to know all the dbas that have been involved and how many of them are subsidiaries or the relationship with Liberty Mutual. I would like to have the Welcome package that was promised, the funds returned and the associated interest be returned to m. My health has been severely affected by this experience. I am a person who rarely has XXXX I have them daily. Experience very disturbed XXXX XXXX I feel suffocated and often find myself XXXX XXXX in which I need to sit up to calm my body. I have lost 2 crowns on my teeth because of the grinding. My XXXX and XXXX track is in pain daily ( XXXX, XXXX, XXXX XXXX and more. I have also developed the XXXX XXXX instead of XXXX normally. The mental stress and XXXX ( which is why it has taken me so long to put this complaint together ) is fought daily the conduct and lack of humanity these companies use is something that will never leave me. I wonder how many other seniors have experienced the conduct of this company, and have just given up. It is too overwhelming. I think the reverse mortgage program had good intentions, but never considered the greed of these corporations that have turned it into something so completely vulgar. If this had gone as presented, I would now be able to be kind to people and live my life I am filing this complaint because no senior should go through this. NOTE : There are 2 - MP3 files that I would like to send- either I already hit the limit on the size or I don't know how to send them. The are important.
Company Response:
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have already submitted a complaint about this mortgage to the CFPB. It is Complaint Number XXXX. With that complaint, I sent to the CFPB a Notice of Error letter which I had sent to PHH Mortgage Services ( XXXX XXXXXXXX ) which included a Third Party Authorization signed by the Borrower in favor of me, XXXX XXXX XXXX, XXXX. Today I received from XXXX a letter dated XX/XX/XXXX and referencing " Regulatory Case XXXX. '' The letter states that PHH has " not received authorization from the account holder to provide specific information to you. '' This is false. PHH has received the third party authorization multiple times, and when I called PHH today, they admitted that they had it. The PHH representative to whom I spoke today, stated explicitly that this letter is not in the borrower 's file. She then tried to tell me that the XXXX XXXX XXXX XXXX XXXX in XXXX XXXXXXXX, NJ shown on the PHH letterhead is not a PHH post office box address. The PHH letter comes from the " Office of Consumer Ombudsman, '' but when I asked the PHH representative on the phone today to connect me with that office, she told me that there was no such office. Then the PHH representative told me that the loan has been referred for foreclosure to the law firm of XXXXXXXX XXXX XXXXXXXX. The loan was put in COVID-19 forbearance on XX/XX/XXXX until XX/XX/XXXX. I was told by PHH in a telephone call on XX/XX/XXXX that a second six-month forbearance has been approved to go into effect on XX/XX/XXXX. It is wrong for for this loan to be referred to counsel for foreclosure while it is in forbearance.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2022-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: PHH Mortgage acquired my mortgage from XXXX Mortgage XX/XX/XXXX. When the loan was acquired the payment for XX/XX/XXXX was not credited to my account. The escalation manager told me that if I could provide a bank statement to show the payments were made, he would credit the account and remove the late fees. On XX/XX/XXXX, I provided bank statements to the PHH mortgage escalation department via email that showed a payment each month to PHH from XX/XX/XXXX thru XX/XX/XXXX. XX/XX/XXXX the late fees were removed from the account. I applied for a mortgage refinance on XX/XX/XXXX because my XXXX mortgage is scheduled to close out XX/XX/XXXX. The refinance was denied because my credit report showed I have 30 months of late mortgage payments. Around XX/XX/XXXX I informed PHH of the issue and they sent me a letter that stated the payment for XX/XX/XXXX was missing. I told them that I submitted my bank statement as proof that the payment was made and the late fees were waived. I was then informed that I need to submit a copy of the credit reports to them. So on XX/XX/XXXX I submitted a copy of my credit reports to the customer care email. Approximately a week later they uploaded my payment history to XXXX but did not correct the late payment status. I was again denied a refinance loan by PHH mortgage and another lender because of the late payment status. XX/XX/XXXX I spoke to a credit manager at PHH and was told I had to fax my bank statements to them, so I faxed them my bank statements that day. I followed up with a phone call a week later and PHH would not discuss the status over the phone. I had to call them once I received their decision letter. On XX/XX/XXXX I received a letter dated XXXX that stated the payment for XX/XX/XXXX was missing. I called XX/XX/XXXX and spoke to an escalation manager and was told I had to resubmit my bank statement and highlight all the payments. I informed her of the history and emailed the bank statement with the highlights she requested. I was informed it will take XXXX business days for a resolution. Mean while XXXXPHH who can see my history will not approve me for a refinance, despite knowing the issue and the fact that I am current with payments for both mortgages. The main mortgage is showing current since XX/XX/XXXX which doesn't make sense. I'm currently trying to refinance with a credit union. Praying they will approve everything.
Company Response:
State: IL
Zip: 60563
Submitted Via: Web
Date Sent: 2022-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I purchased a home in XXXX XXXX, GA in XXXX. The second was carried by GMAC Mortgage. In XXXX, GMAC Mortgage filed for bankruptcy protection. After writing letters in attempt to find out who would handling my mortgage the letter came back undeliverable. I received a letter from XXXX XXXX XXXX in XX/XX/XXXX, stating they were collecting a debt for PHH Mortgage. I contacted PHH Mortgage and was told to disregard the letter. I soon learned that PHH Mortgage was a front company for Ocwen, who I have learned took possession of GMAC customers in XXXX. Ocwen never informed me that now the Mortgage company holding my note. Under the federal law, borrowers are required to be notified in writing whenever ownership of a mortgage loan is sold, transferred or assigned to a new creditor. Ocwen failed to do this and now asking XXXX to collect $ {$180000.00} from me. I attempted to resolve this matter but PHH Mortgage, they knew nothing about this matter. Now they have told me to contact XXXX. I think this is wrong what Ocwen has done and reach out to CFPB for help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92377
Submitted Via: Web
Date Sent: 2022-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a XXXX XXXX XXXX, negotiating a Short Sale with PHH on behalf of an Estate in the state of Pennsylvania. We submitted a complete package ( loss mitigation assistance application, Estate documents, listing documents, offer documents, etc. ) to PHH on XX/XX/2022. They were confirmed as received by XXXX with PHH on XX/XX/2022. On XX/XX/2022, XXXX with PHH requested a revised Mortgage Assistance Application. We were told we needed to put zeroes in the financial columns to show that there was no income/expenses and to make it very specific. Those changes were made, a very large " BORROWER IS DECEASED '' watermark was placed on each page, and it was re-submitted on XX/XX/2022. On XX/XX/2022, XXXX with PHH confirmed that the revised Mortgage Assistance XXXX had been received and was submitted to underwriting for further review. On XX/XX/2022, I spoke with XXXX at PHH. She informed me that the account had to be put through Loan Modification review before it could be sent to the Short Sale team for review. I asked XXXX to please request that the file go directly to Short Sale review, as the Borrower is deceased and there is no one to assume responsibility of the loan. She put in the request for this to take place. On XX/XX/2022, I spoke with XXXX at PHH again. She informed me that the file had been sent to Short Sale for review. On XX/XX/2022, I received a call from our Account Manager at PHH for this file, XXXX XXXX. XXXX confirmed that the file was sent to Short Sale for review, BUT in order for them to start the review, they would need the Short Sale documents ( such as mortgage assistance application, listing documents, offer documents, etc. ). I told XXXX that documents were sent on XX/XX/2022 to XXXX, to which he replied that that email no longer exists... I told him that on XX/XX/2022, XXXX confirmed receipt of the documents that were sent on XX/XX/2022. He then confirmed that they had been received. XXXX told me that he would be escalating this file to the Short Sale team so they could begin their review. On XX/XX/2022, I spoke with XXXX at PHH. He told me that the escalation did take place on XX/XX/2022, and could take up to XXXX business days, but assured me it was being reviewed by the Short Sale team. On XX/XX/2022, I spoke with XXXX at PHH. When I asked for an update on our Short Sale review, she put me on hold to check on it. She came back on the line and made me aware that there was NO application that was opened for Short Sale review. I told XXXX that XXXX, our Account Manager, escalated the file to the Short Sale team for review. XXXX told me that she would re-escalate the file to the Short Sale team, but it could take XXXX business days. On XX/XX/2022, I spoke with XXXX at PHH. She told me that they needed to verify Successor in Interest information before they could move forward. I explained to XXXX that Successor in Interest does NOT exist in the state of Pennsylvania. There is no " Executor 's Deed '' giving ownership rights or personal liability of the loan to any other party besides the Estate itself. A court-ordered Short Certificate is issued, which gives the named party the rights to make all decisions on behalf of the Estate. XXXX reached out to Underwriting AND a Manager for me to explain the Successor in Interest situation. I was transferred to an Escalation Manager at PHH by the name of XXXX who informed me that we should be okay to proceed without Successor in Interest XXXX. XXXX transferred me to XXXX, a Short Sale XXXX at PHH, to explain the situation as well. XXXX asked me if we submitted the " Assignment of Mortgage '' ... I asked her to please clarify that, as we do NOT have any Assignment of Mortgage. She then told me that if we don't have it, we need to provide the " Deed ''. She clarified that she was talking about the XXXX 's Deed, transferring ownership rights from the XXXX to the Executor/Administrator. I explained to her the same information regarding the XXXX in XXXX and that it does NOT exist in Pennsylvania. There is no such Deed transferring those ownership rights to anybody prior to the sale of the property to the Buyer. At the time of the sale, the Deed is transferred directly from the XXXX to the new Buyer. XXXX opened a task for this to be looked into, and told me if she needed more information, she would call me back. I never received a call back from her. On XX/XX/2022, I spoke with XXXX at PHH. He stated that there was a request raised to the Short Sale team, BUT it had been closed. Upon checking why it had been closed, XXXX informed me that documentation was needed to confirm XXXX in XXXX. He stated there was a letter that was sent out requesting Successor in Interest documentation, but after explaining the Successor in Interest situation again, he confirmed that we would be moving forward WITHOUT Successor in Interest documentation. On XX/XX/2022, I spoke with XXXX at PHH. They reviewed the account and confirmed that PHH had a complete application for the Short Sale. On XX/XX/2022, I spoke with XXXX at PHH. XXXX stated that PHH was in need of a Driver 's License for the Executor, XXXX XXXX XXXX XXXX and a document showing that he is able to make decisions on behalf of the Estate. I was told to submit the documents to XXXX. I sent the Executor 's Driver 's License AND the Short Certificate to that email address the same day. On XX/XX/2022, I received a secured email from XXXX stating that they received the documents. They told me that they had already updated their system and have confirmed XXXX XXXX XXXX XXXX as the Executor. I sent them a message through the secured portal and asked what out next step is. I also asked if the Short Sale review will be opened now for this file. On XX/XX/2022, I spoke with XXXX at PHH. XXXX told me that he can not discuss the loan with me because I am NOT the customer... I needed to go online and download a mortgage assistance application and submit it for review. I told him that we already submitted everything we needed to for the review on XX/XX/XXXX... He checked the account, but stated he could not see any documentation. He did state that there was a short sale requested, BUT there was no open application for loan modification and/or short sale. I told him I needed to be escalated or transferred to a manager. He told me he would put a note in the system that I requested an update but that would be all he could do. On XX/XX/2022, I spoke with XXXX at PHH. I asked him for an update. He told me he would be escalating the file to the Short Sale team, and that the review could take XXXX business days. On XX/XX/2022, I spoke with XXXX at PHH. She told me that PHH was proceeding with a loan modification review, and once that was finished, they should be proceeding with the Short Sale review. She then placed me on hold to check on the documentation and see if anything else was needed. She told me that the loan modification review was actually closed and the file was sent to Short Sale for review. On XX/XX/2022, I received a call from XXXX, a relationship manager at PHH. XXXX told me that there were no updates on our Short Sale review and that I should have an update by the next Monday, XX/XX/2022. On XX/XX/2022, I spoke with XXXX at PHH. I requested an update on our Short Sale review, and he simply asked me if I received the letter... I asked XXXX to please clarify what letter he meant? All he stated was that it was for the Short Sale. XXXX then told me that he believes we were still under process for assuming the loan... I asked XXXX WHO was assuming the loan? He stated that the Executor is, and that they need Successor in Interest information to proceed. I explained that that absolutely will not be happening. Successor in Interest does NOT exist in the state of Pennsylvania. XXXX started to say that I had a scheduled call back with our Account XXXX on XX/XX/2022 and they would be able to help me at that point in time. I told XXXX that that is not acceptable, and that I needed an update prior to that as it was about 2 weeks away. I explained that XXXX had told me on XX/XX/2022 that I would have an update on the account by Monday and that if XXXX could not provide me one, I needed this file escalated to a supervisor or XXXX immediately. He checked if one was available for me, and told me that no one was. He said I should be receiving a call back from a manager in 2 business days. On XX/XX/2022, I spoke with XXXX at PHH. He asked me if I had confirmation that this file was sent to the Short Sale team for review. I told XXXX that I have been told by TWO different Account Managers at PHH, XXXX and XXXX, that this file has been sent to the Short Sale team for review. He informed me that there is a Successor in Interest process that is currently taking place on this file because the Borrower is deceased. XXXX also made me aware that the review could take up to 60 days. I asked XXXX to please transfer me to a manager so I could speak with them. I was transferred to a manager by the name of XXXX. XXXX told me that as far as the process is concerned, there was a request that was placed for the file to be reviewed by the Short Sale team. XXXX then brought a Resolution Specialist by the name of XXXX to help me further. The Resolution XXXX, XXXX, told me that the exact reason for the delay is because someone is required to assume responsibility for the loan before they can proceed with a loan modification OR short sale. I told him that absolutely will NOT happen. The Estate is responsible for the loan, and the Estate is being represented by XXXX XXXX XXXX XXXX, who decided the best route for the property would be a Short Sale due to the Insolvency of the Estate. There is NO Executor 's Deed giving XXXX XXXX XXXX XXXX ownership rights of the property and there will not be. He is simply the Executor, NOT Successor in Interest. XXXX stated they were only following the FDCP ( Fair Debt Collection Practices Act ) Law and until someone assumed responsibility of the loan, they would not be proceeding. I let XXXX know at that point that we would be filing a complaint with CFPB because PHH is NOT abiding by the laws of Pennsylvania.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17011
Submitted Via: Web
Date Sent: 2022-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A