Date Received: 2022-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was on a Covid -19 forebearance plan with PHH mortgage company. In XXXX of XXXX I was told there was no more forebearance extension and that I would have to apply for a trial modification payment plan. I was told by PHH mortgage company that any payments prior to the trial payment plan would be put on the back of the loan as money owed. PHH sent me the application by email I completed it within a few days emailed it back to PHH mortgage and waited for their approval of this trial plan. PHH approved the plan it took a long time even though throughout the forebearance time frame and into the trial aplication process I consistently communicated with their company always eager to move the process along PHH mortgage set the 3 trial payments in XX/XX/XXXX and I was asked and was allowed to show good faith by sending 2 trial payments in XXXX and 1 in XXXX I did this in good faith and was told all of the payments for XXXX were put on the back of the loan. When I sent in these 3 payments they were recorded incorrectly, Multiple phone calls to PHH always getting different answers. They had applied 2 of the 3 payments to XX/XX/XXXX and XX/XX/XXXX and the 3rd payment I wastold was credited to XX/XX/XXXX again then it was somehow in an account where PHH was waiting for me to call them to tel them where to apply the payment. Always different answers and numerius calls I believe I was tricked and PHH lied about the forebearance payments and how my trial modication payments were to be applied The 3 payments I sent should have been applied for XXXX XXXX XXXX XXXX of XXXX not anything else all of XXXX was foreberance
Company Response:
State: MD
Zip: 21771
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Information Sent to the Florida Attorney General XX/XX/XXXX - Note : we spent 45 minutes on the phone with assistant XXXX XXXX, from the AGs office giving us these instructions. In XXXX, we were the victims of predatory lending by XXXX XXXX, a former CA company. It was an adjustable loan that soared from a manageable {$700.00} a month to {$2500.00}. We hired the XXXX XXXX firm, in XXXX XXXX, FL and our case was dismissed. In XXXX, PHH-OWCEN acquired the mortgage and in XXXX, XXXX we met with a mediator and the mortgage company quoted us a price of {$310000.00} to buy our house. We had significant roof damage and black mold in the garage and confer offered {$290000.00}, We agreed to have an appraisal and although we provided our schedule, the appraiser came the day after we left for vacation. On the second agreed upon date, the appraiser didnt come. This is a violation of an agreed judgement. Prior to our hearing in XX/XX/XXXX, we offered to buy our house for {$310000.00} and gave them the required paperwork. The paperwork wasnt acceptable, and our offer was denied. At our hearing on XX/XX/XXXX, one witness was denied the opportunity to testify and the other now works for PCC-OWEN and he also was denied the opportunity to testify on our behalf. We feel that we have been the victims of a complicit judicial system XXXX XXXX, PHH-OWCEN and the law firm, XXXX, XXXX XXXX XXXX XXXX XXXX with XXXX XXXX XXXX XXXX counsel. We are asking the Attorney Generals office to stop the XX/XX/XXXX hearing and investigate the illegal action of PHH-OCWEN. https : XXXX? XXXX & XXXX % XXXX % XXXX % XXXX % XXXX % XXXX % XXXX % XXXX % XXXX % XXXX % XXXX % XXXX % XXXX % XXXX % XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX we were 20 days away from a dismissal XXXX XXXX XXXX
Company Response:
State: FL
Zip: 33322
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it concerns, I am filing a complaint about our mortgage loan servicer, PHH Mortgage ( XXXX ) in XXXX XXXX XXXX In summary, for our VA mortgage, PHH has mislead us, resulting in financial hardship on us, and also PHH failed to pay our homeowners insurance timely, resulting in financial hardship on us. First complaint, PHH provided inaccurate information, which led to at least 10 months of paying an excessive amount of principal balance outstanding. XX/XX/XXXX : Purchased house with {$510000.00} loan originated by XXXX XXXX XXXX Confirmed with XXXX XXXX XXXX that it would be possible to make a lump sum payment after our old house had sold and reduce the monthly payment accordingly. Between XX/XX/XXXX and XX/XX/XXXX : I spoke with a PHH Customer Service Representative. First, I requested they correct our address, which they did. I asked if we could make a large lump-sum payment that would be applied to the principal balance outstanding. They confirmed. I asked them if we could reamortize the mortgage to match the lower principal balance outstanding. They said yes, the process is called " recasting. '' Recasting would mean no change to the interest rate, no change to the maturity date, and said that the request was subject to investor approval. They also told me that I should submit the request to their ARMs department, that I needed to make the request within 180 days of the funds posting to the account, and that it would take 10 days to process. There would be a form we would have to sign and have notarized and return. At that point it would take an additional 5 days to execute the agreement. They provided me with wiring instructions. Note : at no point, although the CSR was looking at our account, did they tell me that VA loans are not eligible to be recast. XX/XX/XXXX : {$300000.00} wire received by PHH Mortgage and applied to our principal balance outstanding. XXXX XXXX : {$210000.00}. New monthly payment should have been approximately {$1100.00}, a reduction from our current amount of {$2300.00}. XX/XX/XXXX : First monthly payment of {$2300.00} received by PHH Mortgage and applied correctly to our account. XX/XX/XXXX : I spoke with a PHH Customer Service Representative. They confirmed the receipt of both the wire and the first monthly payment. I confirmed the instructions on how to request the recast. Again, at no point did they tell me that VA loans are not eligible to be recast. I immediately followed the instructions ( see email thread below ). XX/XX/XXXX : Email received from PHH ( see email below ) stating that VA loans are not eligible to be recast. Customer XXXX To : XXXX XXXX Wed, XX/XX/XXXX at XXXX PM Dear XXXX and XXXX, This is to confirm the payment of {$300000.00} was received and applied towards the principal balance on XX/XX/XXXX. Please note the account is a Veteran Affairs ( VA ) account and VA accounts are not eligible for a recast. For your protection, we have removed any personally identifiable information from your original inquiry. If you have any further questions, please contact us through our website at www.mortgagequestions.com or call Customer Care at ( XXXX ) XXXX during the following hours : Monday Friday XXXX XXXX ET PHH Mortgage Services , LLC XXXX XXXX XXXX XXXX XXXX, NJ XXXX late XXXX, XXXX : Second monthly payment of {$2300.00} paid XX/XX/XXXX : Desperate for relief, I emailed the VA to find out what our options were. XXXX XXXX from the VA called me back to say that there are two : to be eligible for the first, your interest rate must be high enough that the mortgage servicer can drop it by at least half a point. Ours is at XXXX so that is not an option. The second is a new VA loan " rate and term '' where the servicer does what we requested in the first place, adjusting the monthly payment to the new principal balance outstanding, keeping the interest rate and the term of the loan the same. Unfortunately, and this is what I wish the servicer had told us beforewe paid off over half of our originated amount before our first monthly payment was due, the VA prohibits this from being done within 6 months of the first payment being made. In addition, PHH is permitted to charge us reasonable fees for this option. If you've seen the news, you'll know that PHH has been sued last year and this year by multiple state attorneys general for charging unreasonable fees. late XXXX, XXXX : Third monthly payment of {$2300.00} paid. Note that {$1600.00} of that went to principal, which means that we are paying about {$500.00} more per month in principal more than our total monthly payment should be. late XXXX, XXXX : Fourthmonthly payment of {$2300.00} paid late XXXX, XXXX : Fifthmonthly payment of {$2300.00} paid late XXXX, XXXX : Sixthmonthly payment of {$2300.00} paid. At this point, if we keep up paying this amount each month, we would pay off our 30 year loan in 109 months ( 9 years ). XXXX XXXX, XXXX : Filed complaint with State of Wyoming. In response to this part of the complaint ( see Response PHH XXXX document ) PHH offered to return our {$300000.00}. I responded to the State of Wyoming with the below, but because this is out of their jurisdiction, they could not provide further assistance. They mentioned that I could complaint to CFPB. XX/XX/XXXX, Response to State of Wyoming about PHH Offer 1 : I have spoken with the VA. PHH is correct, that VA loans are not eligible to be recast. If only they had bothered to be correct back in XXXX. But moving on from that, their first offer at resolution is moot. Everyone now knows that our mortgage can not be recast. However, VA loans are eligible for a " rate and term '' function. Basically it is the same as a recast. The rate remains the same. The term remains the same. The amount billed per month is adjusted to meet the current principal balance outstanding. So for example, in our case, our rate would remain the same, the term ( originally 30 years ) would remain the same, and the payment billed per month would be based on approximately {$200000.00} instead of {$510000.00} principal balance outstanding. That is what I requested to be performed as soon as our loan was eligible, as it should be because we have made 6 monthly payments on time for the full amount. The key difference is that I requested for the " rate and term '' to be done without any fees paid by us ( either out of pocket or by folding the fees into the principal balance outstanding ). According to the VA, the " rate and term '' is permitted to be done with reasonable fees being billed. The recast is done without any fees. I am requesting PHH honor their original statement of adjusting our payment amount without any fees being paid by us. It should not matter whether it is called a recast or a " rate and term '' - the concept is the same, the difference is in the name and whether PHH will bill us fees ( recall that the class action lawsuits against PHH are for excessive fees ). XX/XX/XXXX Response to State of Wyoming for PHH Offer 2 : Returning our {$300000.00} to us would trigger reamortization of the 6 monthly bills we have paid, radically reducing the amounts applied to principal balance outstanding and radically increasing the amount of interest paid, padding PHH 's bottom line and leaving us on the hook for XXXX XXXX and XXXX XXXX dollars more interest over the life of the XXXX we will pay from having made the initial lump sum payment. I reject their unbelievably self-serving offer. Note that the calls PHH made to my phone were identified by my caller id as being made from phone numbers XXXX XXXX XXXX XXXX XXXX XXXX '' - numbers that are identified with spam calls. I am glad I did not take the calls because I'm sure they would have pressured me to make a choice that would harm myself and my husband. Also, their website is " www.mortgagequestions.com '' which does not give me any confidence in their company. Late XXXX, XXXX : Seventh monthly payment of {$2300.00} paid Late XXXX, XXXX : Eighth monthly payment of {$2300.00} paid XX/XX/XXXX : I emailed PHH Mortgage to inquire how much the fees would be to have the new rate and term loan their emailed response said I needed to call their phone number to discuss. Late XXXX, XXXX : Ninthmonthly payment of {$2300.00} paid Late XXXX, XXXX : Tenthmonthly payment of {$2300.00} paid XX/XX/XXXX : Called PHH to discuss the new rate and term loan. I spoke with XXXX, who answered my call, and then forwarded me to an escalation manager XXXX, PHH agent # XXXX. Neither XXXX nor XXXX knew what a rate and term loan was so I explained it to both of them, and I clarified that VA loans were not eligible for recasting. Neither seemed to be aware that VA loans were not eligible to be recast, nor of the rate and term loan. XXXX confirmed that PHH received {$300000.00} on XX/XX/XXXX. He referred to the letter triggered by my complaint to the State of Wyoming in which PHH offered to return the {$300000.00}. I said emphatically that I do not want PHH to return the funds. He said that he did not see any options for VA loans to reduce the monthly payment. He consulted with the resolution team and confirmed that there are no options for VA loans to reduce the monthly payment, and that I would need to send them a written copy of the policy if such an option existed. XX/XX/XXXX I emailed XXXX from the VA with the update. In response she left me a voicemail. According to the VA : Rate and Term loans do exist, we have met the seasoning requirement, and this option would be appropriate in our case. Also she said we do not have to stay with the same mortgage servicer. *************************** Second complaint, PHH did not pay our homeowner 's insurance. State of Wyoming was able to resolve this complaint but I still want this to be on record with CFPB. XX/XX/XXXX : Purchased house. Homeowners insurance was XXXX. Homeowner 's insurance was paid to XXXX at the closing table. XX/XX/XXXX : Changed homeowner 's insurance to XXXX XXXX in XXXX. XXXX XXXX said they would bill PHH and we provided them with PHH 's contact information and our mortgage account information. XX/XX/XXXX : Spoke with PHH Mortgage Customer Service Representative. Notified them that we changed from XXXX to XXXX XXXX. Inquired about the escrow account not having enough money to pay the homeowners insurance. CSR told me that PHH will pay XXXX XXXX the homeowners insurance bill even though the escrow account would go negative. The annual escrow analysis would fix the issue when that was performed. XX/XX/XXXX : Received notification that PHH had not paid our homeowners insurance.See first attachment, file name ending in XXXXImmediately emailed PHH ( see email thread below ). XX/XX/XXXX : Without any confirmation from PHH that they were going to pay the bill from the email thread below, and knowing that the policy would be cancelled XX/XX/XXXX, I went to XXXX XXXX in XXXX. They confirmed that PHH had not made any payment. I paid my homeowners insurance : {$1500.00} XX/XX/XXXX, 5 days before the insurance was scheduled to be canceled and a day after I paid it myself, PHH mailed me the notification that my insurance policy expired, and that they would purchase coverage on my behalf. First page of the letter is shown in attachment with file name ending in XXXX XX/XX/XXXX : With three days to go before the insurance was scheduled to be canceled, PHH mailed me notification that the insurance status was resolved on my account.First page of the letter is shown in attachment with file name ending XXXX First week of XXXX, I called XXXX XXXX to find out if I was going to be refunded my money because surely PHH had rectified their mistake. But no, XXXX XXXX confirmed that PHH had madeno attempt to pay my homeowners insurance. PHH did pay the homeowners insurance and I received a refund from XXXX XXXX. In response to their written communication : I take issue with the presentation. IF it is true that they attempted to make payment on the same day I paid the hazard insurance, XX/XX/XXXX, why did they send me correspondence on XX/XX/XXXX informing me that the policy had expired ( it was not going to be canceled until XX/XX/XXXX ) and that they planned to purchase hazard insurance for us?
Company Response:
State: WY
Zip: 828XX
Submitted Via: Web
Date Sent: 2022-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I bought a house in XXXX Florida, the closing date was XX/XX/2022, in the closing we established no escrows, therefore, I bought the homeowners insurance and the Flood Insurance for one year in advance as is required by the law, this way my responsibility with the ( bank/lender ) will be only the monthly payments for the principal and the interest. On XX/XX/XXXX, I received a welcome letter from PHH Mortgage stating The transfer of servicing does not affect any term or condition of the mortgage account other than terms directly related to the servicing of the mortgage account. I also received a letter from the original lender XXXX XXXX Mortgage stating they sold my loan but the terms and conditions will remain the same, nothing will change. On XXXX XX/XX/2022 I received a letter from XXXX XXXX stating that my mortgage loan was sold to them on XX/XX/XXXX and specifying that the sale of my mortgage loan does not affect any term, payment, or condition of the mortgage, deed of trust, or note and that the servicer is PHH Mortgage XXXX, XXXX XXXX XXXX XXXX XXXX, NJ XXXX. ( XXXX ) XXXX. On XX/XX/XXXX I made my first payment, then I received an annual escrow statement explaining that the monthly payment will increase in XXXX due to a shortage of {$320.00} on my escrow, which will be split in 36 months and {$9.00} will be automatically added to my monthly payment plus an escrow deposit of {$82.00}. The same day I called customer service at XXXX, I requested an explanation about the escrows and I was transferred to the insurance department, I explained that I already paid my flood insurance and they have a copy of my policy, they confirmed the information and transferred me to the escrow department, they told me that the customer service department needed to submit a request for the escrow to be removed from my account, I was transferred to Customer service again and they told me will submit the request and that within ten days I will receive a letter by mail. Effectively on XXXX received another statement reflecting principal, interest, plus {$91.00} for escrow due on XX/XX/2022. At the end the total amount they want to collect is the exact amount I already paid for the Flood Insurance, {$980.00}. I called immediately, customer services transferred me to the escrow department, and I requested to speak to a supervisor or manager, I was transferred to the escalation department and I spoke with XXXX, he told me that they have an internal policy when the account is new they have to collect escrows until the account gets maturity, I said my loan was sold to you, I did not choose you, I did not sign any agreement with you, you can not charge me escrow for flood insurance when my policy is already paid for one year, I chose no escrows on the closing documents that I signed, the terms and conditions in my loan does not change from bank to bank, If you have that internal policy you should review the terms on the loan before to buy it, he told me if I dont pay the statement in full I will incur in late fees, and they will report me to the credit bureau XXXX he said they confirmed with the national flood insurance that they are entitled to collect escrow for flood insurance, I said, but I already paid for it, is not fair that you want to charge me for the flood insurance when is already paid and you have proof. He said that I can submit a dispute, but still, I have to pay the entire statement.
Company Response:
State: FL
Zip: 33033
Submitted Via: Web
Date Sent: 2022-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX ( ID # XXXX ) from PHH is stating that PHH Mortgage is unwilling to generate my statements from XX/XX/XXXX to XX/XX/XXXX. I require my billing statements from XX/XX/XXXX to XX/XX/XXXX. XXXX said someone at PHH, without my authorization, set my loan to " coupon billing ''.
Company Response:
State: TX
Zip: 75034
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My issue is with XXXX mortgage. They had my VA home loan on my XXXX AK. property under loan number XXXX. The escrow refund was declared to be {$3500.00} by the company in a letter dated XXXX. XXXX. The letter indicated my payment by check went out as mail on XXXX XXXX. When I got the letter, I waited a few days and contacted them. It took a couple of try 's and four or five days to get a contact established. The last person I have talked with called me yesterday to say the check was being reissued and over-night delivered and I would get a tracking number as of yesterday, their close of business. That person goes by XXXX has a Ph. # of XXXX. Her provided extension is XXXX. Non of the things happened. I'm very frustrated as their own 20 day window has expired. I want my escrow overnight delivered as they promised. Thanks, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX
Company Response:
State: CO
Zip: 815XX
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The first year anniversary date of my reverse mortgage is XX/XX/22. I have maxed out my first year line-of-credit balance. I need to make a line of credit ( LOC ) draw to pay urgent medical/dental bills by XX/XX/22. Yet the mortgage holder tells me I can not receive a draw on that date. They say that XX/XX/22 is the first time I can request a draw and that it will take XXXX business days to be processed, then the money can be placed in my account. ( My bank wouldn't receive it until XX/XX/22. ) They told me a line-of-credit draw submitted before XX/XX/22 would be rejected. So, if I send in a line-of-credit draw request XXXX days before XX/XX/22, they would ignore it. Is this in agreement with government rules concerning reverse mortgages? Can they force me to wait XXXX days after my anniversary date to receive my draw? Thank you for your help in this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29715
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company, PHH Mortgage Services, XXXX XXXX XXXX, XXXX XXXX. N.J. XXXX, will not give me a payoff statement or provide me with a payoff amount without me paying a fee. This is just the latest of fees they want from me for any information on my loan account. In the past, for example, I had to pay a fee in order to make a large payment to bring down the debt. These fees make it harder for me to make payments. I am asking them to provide me with a payoff statement or amount, but they want to charge me fees. I don't think it is legal, and it certainly is not fair.
Company Response:
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1 ) The loan originated in XX/XX/XXXX ( XXXX financed ) with GMAC not XXXX, in XXXX GMAC says my balance was {$120000.00}, between XXXX and XXXX it is reported that I refinanced a total of 3 times for approximately XXXX in XXXX, XXXX in XXXX and another XXXX in XXXX. 2 ) GMAC sold the loan to Ocwen in XXXX, I have not found what the balance was at that point. 3 ) Ocwen transferred the loan to PHH in XXXX with a balance of {$110000.00}. 4 ) There were some loan modifications and there were 4 foreclosure proceedings that were brought current through me making payments of the outstanding amounts plus fees. 5 ) It looks like there are some payments missing, I gained approximately XXXX to my original balances, so where did 17 years of payments ( give or take ) go? 6 ) Using a simple mathematical calculation, if I paid a mortgage of {$540.00} every month for 19 years thats about {$120000.00}. 7 ) In my opinion there are not enough fees that can cause {$120000.00} of my money to totally disappear into thin air. 8 ) Using a basic amortization schedule a payment of {$540.00} for 228 months leaves a balance of {$57000.00}, what kind of fees would magically more than double that amount to {$120000.00} instead??
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ever since our mortgage was sold to phh mortgage services, we constantly are getting payments returned when paying via their app. They do not attempt to call until the last day before late fees are assessed, which gives 0 days to return the call once weve been notified that the payment has failed. The payment fails according the phh because the bank account can not be located but yet when we pay them over the phone with the exact same account and routing number, which they charge extra fees to do, our payment goes through without issue. This company is clearly baiting to pull more money from their customers through assessed fees due to issues with their own app.
Company Response:
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A