Date Received: 2024-02-28
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: PHH services my mortgage, and they are in charge of my escrow. They failed to pay my insurance by making XXXX stop payments on their checks to FEMA. I discovered I had no flood insurance as Hurricane Sally was heading into the XXXX XXXX XXXX. FEMA had canceled me. I had no choice since FEMA requires a XXXX hold to get flood through private flood since there was no waiting period, and now my payment has gone up over XXXX. This was not my fault and not in my control. I'm sending this information to the insurance board along with the governor and every Florida house representative. I should not be penalized for the complete negligence of my mortgage company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2024-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-22
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I have been battling phh mortgage for years they keep hitting me with fees and reject every payment I send I have used bill pay my bank they hang up the phone without any resolution everything I talk to somebody I get a different answer they XXXX XXXX XXXX because of the covid pandemic and I have tried to catch up the balance several times and now I can't get them to take my money while adding fees daily this company is a fraud please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97233
Submitted Via: Web
Date Sent: 2024-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-22
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: I am with PHH Mortgage I was in a loan modification for XX/XX/year>. I made my first payment and my second payment was {$25.00} short when I noticed that I did mail it off within the next week. However, Im thinking due to the mail being delayed it was not received on time. I was not told that until they returned my payment in the mail, and I was taken off my loan modification, which is now causing me to be delinquent and have to pay my previous balance of penalties. I was told by a representative that there was not a problem because it was only {$25.00}. however, they did not take that payment and I was taking off of the modification. I have been in my home for 20 years and I have had some hardship. I do not want to lose my home. I do have some funds saved up, but not the total amount thats due at this time I would just like to know if theres something or someone that can assist me or give me some information to proceed. I was just told that I was not going to be taken off of the loan modification from my representative but within the next month I was taking off of the loan modification.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19111
Submitted Via: Web
Date Sent: 2024-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-20
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: PHH is a mortgage service provider. They took over mortgage servicing for my existing mortgage in the summer of XXXX. My homeowners insurance renews yearly on XX/XX/XXXX. At the end of XX/XX/XXXX and XX/XX/XXXX I received communication from XXXX that my howeowners insurance had not been paid and that it would lapse. XXXX says they do this after reaching out to the mortgage servicer twice to get me the option to resolve or pay myself. After about XXXX hours of investment of my time with PHH, I was able to get them to pay out the homeowners insurance. In XXXX of XXXX, this same cycle happened again. However, as of today, XX/XX/XXXX, the full amount of the homeowners insurance has not been paid. PHH would tell me that they are going to charge me for homeowners insurance and XXXX is telling me they haven't been paid by PHH!!!! I have spent over XXXX hours trying to resolve this issue. I want PHH removed as a mortgage service provider. This is the second year they have attempted to purchase homeowners insurance for me and charge me for that while not paying my homeowners insurance which they have in escrow!!! This is out right fraud and if I had not been investing this amount of time and effort I would be paying exhorbitant insurance rates for less coverage and having my existing coverage lapsing. I have had mortgages for over 30 years and I have NEVER had this issue before. Given this is the second year and I have significant and unnecessary investment in getting this resolved, I want legal remedies to get me out of this mortgage service provider as they are INCOMPETENT in meeting their federal responsibilities as an escrow company. The fact that I need to pay my homeowners insurance while PHH sits on my money from escrow and collects over 5 % interest and then tries to charge me for homeowners insurance from XXXX of their companies is fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98008
Submitted Via: Web
Date Sent: 2024-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-18
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: My previous loan terms with PHH mortgage prior to requesting forbearance assistance due to COVID-*under Cares Act-initial interest rate 2.875 % with mortgage payment of {$1400.00} loan maturity date XX/XX/XXXX, loan balance {$310000.00}. I requested forbearance on my existing loan in XX/XX/XXXX and requested to resume payments in XX/XX/XXXX. During the forbearance period I was unable to make any payments- ( see attachment from payment portal ) even though the PHH confirmed I could make payments during forbearance. It took several months to process the modification and finally I was approved and received the loan modification terms- ( only 1 option available ). PHH proposed my new term : New principal balance $ XXXX ( original loan amount was {$320000.00} at time of purchase in XXXX ) : Interest bearing principal balance- $ XXXX ( VA loan guaranteed {$94000.00} ), interest rate 7.125 % - ( previous interest rate 2.875 % ), loan payment {$1700.00}, maturity date XXXX ( 5 YEARS ADDED TO LOAN TERM- {$100000.00} ) - This appears to be in violation of the Fair Lending Act and PHH failed to offer ALL products available- ( only1 option offered ) and under the VA Loan-the mortgage provider can not ask for the lump sum payment- ( which this was the only option offered I am a XXXX veteran and a XXXX XXXX ( XXXX ) and contracted XXXXXXXX XXXX XXXX during the pandemic. I suffered a financial hardship during the Covid Pandemic. PHH approved my mortgage forbearance in XXXX ( NOTE I WAS NEVER ABLE TO MAKE ANY FULL/PARTIAL PAYMENTS DURING FORBEARANCE PERIOD-SEE ATTACHMENT FROM PAYMENT PORTAL ). Programs like the CARES Act were put in place to assist individuals financial impacted by the COVID pandemic and to prevent further financial hardship. I requested a forbearance for 12 months- ( approx. {$18000.00} of mortgage payments ) PHH is practicing predatory lending practices by seeking financial gain due to the COVID pandemic. PHH proposed an increase in my interest rate- ( partial amount due to VA guaranteed loan ), increase in mortgage payment, and ADDED 5 YEARS TO THE LOAN- ( TOTAL {$100000.00} ). THIS IS THE ONLY LOAN PRODUCT PHH OFFERED WHICH INC
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2024-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: PHH MORTGAGES SERVICES Payment never late
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75205
Submitted Via: Web
Date Sent: 2024-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: I had applied for a loan modification with PHH mortgage services a few months back. Denial of the modification application was sent with no reason for the denial. At a later date, a packet was sent with information about the property 's valuation with no other context. I reached out to PHP again to request additional steps, or other actions that could be taken, I received a letter stating that I should submit a new modification application in XXXX of 2024. I submitted the documentation and the application in XXXX, and I just received a letter stating that my new modification application will not be reviewed due to a prior application that was completed during the same delinquency cycle. The only reason I completed a new modification application is because PH instructed me to do so. As soon as they received the application and supplemental documentation, they immediately sent me a letter stating they would not review the package. I am actively trying to cure the debt. I have been sending in regular payments to ph H and they had been accepting them up until XXXX of 2024. This property is my primary residence, as well as a source of income as I have rental units, and I do not want to sell or lose this property. I have been actively trying to work with PHH to find a resolution to this problem such as a payment plan, a modification, or a balloon payment. I have received multiple phone calls from PHH that do not have any information about additional resolutions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-10
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I am a XXXX XXXX who had my business devastated due to Covid 19. This put me in a bad position. I fought hard to keep my XXXX open and pay my bills but eventually needed help through the government forbearance program for my home mortgage that was offered by New Rez. After I completed the 6 month program I was approved for a loan modification and made my trial payments as agreed and then we signed the permanent modification paperwork and mailed it in well ahead of the bank deadline in their prepaid overnight envelope. When we tried to make our next payment we were told that the paperwork was never received, and the permanent modification offer was rescinded. I find it unbelievable that I may lose my home because New Rez claims that the final paperwork was never received when indeed it was mailed back in THEIR prepaid envelope they provided me in plenty of time. I have been contacted by an Attorney for the bank because they are starting foreclosure on my home that I have owned for over 30 years. This is avoidable and should not be happening. I have owned a XXXXXXXX XXXX XXXX for 7 years. When the pandemic first hit we made some adjustments with more takeout and delivery and made it through OK until XXXX when business declined and then in early XXXX we were devastated. We had to shut down several times due to local restrictions. We also went through a period where multiple employees contracted XXXX so we had to reduce operating hours due to lack of staff. Since we had been declining all through XXXX we could not recover and at that time I reached out for help and were offered a six month forbearance to help our business recover. When the forbearance ended in early XXXX we were offered a CARES act modification. We made all three trial payments as agreed and then received the permanent modification. The paperwork was signed and sent back to New Rez on XX/XX/XXXX ( deadline was XX/XX/XXXX ) in the prepaid overnight envelope that was provided that went directly to the appropriate department at the bank. We did not receive a notice or statement so we just called in to make our first payment in XXXX. At that time we were told by the agent that they would not accept our payment because our modification had been cancelled because we did not send back the signed contract accepting the program. The paperwork was sent back in the prepaid envelope provided by New Rez and there should be tracking of this overnight envelope by New Rez because the package was sent back on XX/XX/XXXX. Instead of researching what happened I was told sorry your modification is cancelled and you need to reinstate all the past due payments from the forbearance. I have tried repeatedly to get New Rez to work with me to fix this issue, but I am met with red tape, bureaucracy and lies. I have tried repeatedly to reapply for help but have not made any progress so I hired a provider to help with the application but got the same results and now I am going into foreclosure. I am requesting that New Rez provide the tracking information for the prepaid envelope that contained the signed modification documents that we mailed back signed and dated on XX/XX/XXXX. If New Rez had bothered to research this fact they would know the truth and would also know that if it truly was not received and entered into the system that this is due to employee error or willful criminal activity. I will produce a notarized sworn declaration for any public official or agency to review regarding this matter. We followed the rules and made the trial payments and returned the paperwork but now we are in foreclosure because of this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-10
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I put my loan in forbearance after the main income earner left the household. Forbearance was from XX/XX/year> - XX/XX/year>. Was told at the start that deferring the lump sum to the end of my loan was an option. Called in XXXX to let them know that Id be able to start making my regular payment XX/XX/year> and to inquire about deferring the 3 month total. Was sent an application, turned it in immediately and never heard anything back. Called and was told my application was incomplete. Filled it out again. Called in to check on it and was told that I was missing documents. These documents were never asked for previously. Turned them in, called a week later and was again told I was missing documents. This has been going on since XXXX. They are sending me default letters and threatening foreclosure. They reported non-payments to the credit bureau ( which tanked my credit ) even though the loan was in forbearance ( which is something they cant do ). Now theyre telling me they have no record of my forbearance. Ive sent in every document theyve asked for and theyve taken no action. I believe this is done on purpose to make people default on their loans. Everytime I call, Im told that they need more documents or that they dont have mine. Ive asked them multiple times to confirm receipt of my email/docs and they never have.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43026
Submitted Via: Web
Date Sent: 2024-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: On XX/XX/XXXX I had to go on XXXX because when I walk I was off balance. I work at a XXXX XXXX and you always have to be steady on your feet at all times. For eight hours in a day my duties consist of walking the unit to to keep track of the patients every fifteen or five minutes, I have to be with a patient for and hour if a one to one monitoring is required and during that one hour I may have to help the patient on to the toilet, patients need to go to have lab work done so now I have to get them there in a wheelchair, I have to bend to put on the patient shoes and carry heavy items when needed. I called my mortgage company to let them know I was not working and I was told they would research and see what I qualified for and not to worry. I received a Mortgage Assistance Application filled it out and mailed it on XXXX XXXX I was advised the process took about thirty days for the team to review. Each time I was requested to submit something else they needed and each time it was another thirty day for review the understanding was PHH Mortgage was going to see if my back due mortgage payments could be put to the back of my account so the account can be current. However I received notification from them dated XX/XX/XXXX that I didn't qualify because I was ninety days past due. I did pay my mortgage for XXXX and XXXX. So I was denied the program called Helping Homeowners Modification and Streamline Modification. So I just received documentation from PHH Mortgage dated XX/XX/XXXX the documents is Understanding Net Present Value ( NPV ) I don't understand it and I must get help from someone who does. Also, if I don't agree with their decision I have XXXX days to appeal ( I received this packet on XX/XX/XXXX, plus according to their records, the owner of the loan is XXXX XXXX XXXX XXXX XXXX. I feel that PHH Mortgage is trying to prolong the process so they can foreclose on my property. I worked on one job for eighteen years in XXXX the company decided to move out of NJ so what was invested I had to put it in a IRA Roth account, meanwhile trying to get another job bills had to be paid including my mortgage and over time I ended up spending what was suppose to be my retirement in the future. I've had my home for over twenty years and I've put my retirement investment into my home to keep a roof over my me and my children 's heads. I've called programs for mortgage assistance and no one seems to be able to help me. I'm trying to get assistance from my job I've submitted and application XX/XX/XXXX, however I will not know if I've been approved until thirty days from the date of XX/XX/XXXX. I'm also waiting to be approved for XXXX XXXX XXXX. I can not lose my home, please I hope someone can help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07106
Submitted Via: Web
Date Sent: 2024-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A