Date Received: 2022-04-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am in the process of refinancing a property I have inherited. I am trying to save the property from going into foreclosure. My Lender has reached out several times to request the Payoff Demand from PHH Mortgage and is getting the run around. My XXXX XXXX : XXXX. I also find it strange that I have not been receiving monthly statements. Please look into these matters. Thank you!!
Company Response:
State: CA
Zip: 92532
Submitted Via: Web
Date Sent: 2022-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm not required to have an escrow account for my home loan, with PHH the loan servicer for Ocwen, but Ive just left it there but I recently noticed that the mortgage company is collecting more than the amount that they had to pay out for my property taxes and homeowners insurance so I had made and inquiry back on Match XXXX to remove the escrow account so I will pay for my own property taxes and insurance. They came back saying that because there's a payment due on the escrow account with 30 days which was my 2nd property tax installment on XX/XX/2022, they were not able to close the account. After emailing and calling multiple times to make sure their representative told me that once the property taxes are paid on XX/XX/XXXX as scheduled by them I will be able to request for the removal of the account and that they won't be able to close it before then. They also sent another email stating that they CAN NOT close the escrow account because the signature on the form sent in was not the same as the signature they had on file so another reason they CAN NOT close the escrow account. This while time of almost a month of calling and emailing and getting updates on when they will pay my property taxes so I can close the escrow account they kept giving me the run around and excuses getting no where. Today in the 12th I went online to check to see if my property taxes has been paid but and to my surprise it HAS NOT! They refused to close my escrow account on the reasons stated but they went ahead and canceled the property tax payment they were supposed to pay on XX/XX/XXXX from our escrow account! I called them back and again they gave me the run around and saying they will get back to me and nothing ever gets done. They DID NOT say anything about not paying the property taxes nor mentioned anything about the property tax payment being canceled because they would NOT close the escrow account for us citing the reasons above. Now the property tax payment is past due with penalties at {$4600.00} instead of {$4200.00} that was supposed to be if paid by XX/XX/XXXX. They seem to be polite and helpful when you call them or email but its all a scam because they did not do anything to help or resolve your situation they just masks it and XXXX you over if you don't follow up and keep an eye on them.
Company Response:
State: CA
Zip: 92126
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Trying to do a settlement on my mortgage because Oc wen/PHH would not modify my loan. I made an offer of $ XXXX with a IRS XXXX if needed. we worked on the Settlement from XXXX we had one appraisal in XXXX and one appraisal in XXXX. They told us we had to XXXX XXXX, we must get another appraisal. All of this is ok but we realized there is a Sale date schedule for XX/XX/XXXX while we are working on the Settlement. The first Appraisal was {$200000.00}. ( XXXX ) The Second Appraisal {$220000.00} ( XXXX ) The house needs {$190000.00}. in repairs listed in the appraisal. We need time to finish the Settlement. Please stop the foreclosure Sale. We never received a notice of the sale from the bank or the bank 's attorney. We found out through a person trying to get me to hire them to help me.
Company Response:
State: NY
Zip: 11779
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When I closed the reverse mortgage loan I was told I needed to have several things fixed on my house. I had those repairs done in XX/XX/2022. I started calling the mortgage company. I have been cut off, hung up on, given incorrect information and transferred to the wrong number several times. Every time I call its a very long hold time. I finally found out I have to submit invoices. I did that on Tuesday XXXX at noon to their repairs department to the email I was given. Of course, I never heard back from them. I called Thursday XXXX and was told there were no notes on my account, but I should hear something Friday or Monday. Nothing, so I called Monday. After being on hold, transferred to the wrong department, on hold again, I got a customer service person who put me on hold for a very long time. Then she said yes, they did get my email and I should be getting an email soon with a form I have to fill out. Obviously, they are stalling so they dont have to pay me the {$3300.00} they are holding until I get the repairs done. Meanwhile I had to spend my money. This is the worst company I have ever dealt with. The reviews on this company are XXXX XXXX bad. The company is PHH Mortgage XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 279XX
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to get phh mortgage to pay my taxes for XXXX and XXXX ever since XX/XX/XXXX. I've sent the amount on what needed to be paid and they still didn't send my payment in time and the taxpayer had to send the check back because the payment amount changed. Phh mortgage insured me my taxes will and were paid and as of XX/XX/XXXX, my taxes are still not paid. I've sent emails and was told it would be reviewed in 10 days when it supposed to been handled in XX/XX/XXXX. My taxes are deducted from my mortgage payment I pay every month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 390XX
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was working with XXXX PHH Mortgage to do Modification I made my 3 trial payments of {$420.00} starting In XX/XX/XXXX and ending in XX/XX/XXXX. They told me to sign the Modification paperwork and it would be approved with my Payments of being {$420.00} per mo and a balloon payment of about $ XXXX due on my last payment at the end of the loan. They told me it did not have to be notarized and I thought that was odd in the past I went to my Bank to have it Notarized and them saying it had to be done when they was Ocwen Loans.But they said it would have to be signed by both parties on the loan. I told them that I have done a loan modification in the past and did not need to have my ex wife signature do to me providing them the copy of my divorce decree and copy of my quit to claim deed.This started in XXXX of XXXX and went into the whole month of XX/XX/XXXX and I still continued to make my payments of {$420.00} I have asked to speak to a manager since the the Account Manager in charge of my account never calls me or emails I just get letters of who is in charge if I call her she never returns my calls.I have had several people come and taken pictures of my home and come up on my property and take pictures at my front do and my neighbors texting me someones is taking pictures of your home.I went out and asked they say call your mortgage company and when I do the say its not them.I ask them to call me after work hours and they call me during my work hours I have been yelled at by some of the people from XXXX and told my managers My Ex wife has to sign the papers and I tell them I have no Idea where she is is I have not been in contact with her since XX/XX/XXXX when she took off 22 days after buying my home I filed divorce papers in XXXX of XXXX and was awarded my home and filed a quit to claim deed to have her removed off the rights to the home. XXXX PHH management has told me in XXXX they would send the papers to have her removed off the loan.I waited weeks and called then get a letter saying it was denied due to not being current. Then again in XXXX of XXXX I was told they would get her name off and send me the papers since it was for the Months of XXXX and XX/XX/XXXX of waiting from them it was escalated to hire management on why my ex has to sign the Modification. I was told my XXXX PHH not to sign until they can give me a reason why it was supposed to be signed and returned by XXXX XXXX and every time I call them they are now asking for XX/XX/XXXX payment they cashed it on XX/XX/XXXX and I get Oh I can see it now or I can't see it or you will have to talk to a manager and then I get the same runaround I asked to speak to USA Reps because the Reps in XXXX and other countries seem to give me bad info often or they hard to understand or yell.I get XXXX and ask for US manager then they put me on very long hold times going back and forth with switching me back and forth with mangers or reps back to XXXX was going through this for the whole month of XX/XX/XXXX once or twice a week and them still contacting me after I just spoke to them sometimes the same day or next with same results. I sought help on the XXXX website and was referred to XXXX XXXX XXXX. We spent XXXX hours on the phone for each day trying to get answers and help. He witnessed what I was going through with XXXX PHH same issues asked to speak with a manager in US they would put us to a Rep the the rep would say this needs to be handled by a manager then it would be a manager in XXXX let me get you a manger in the US then they hang up or no managers asking for my XXXX payments they did say my divorce decree and Quit to Claim was not accepted nor would my modification without my Ex wife signature. He was on the phone with me 3 way conference call both days with no answers. He provided me your info and advised me to strongly contact your company for help stating this is not normal he deals with XXXX PHH and never saw how badly they are handing my modification process. I was also told by someone that Oklahoma is not a XXXX State so my Ex wife signature is not needed. XXXX XXXX PHH also stated before I seeked help that they would send me a new modification paperwork in XX/XX/XXXX with it just needing my signature and I was waiting for XXXX weeks and then it was the same paper I was sent in XXXX saying I will need to be current for before they can remove my Ex Wife. This has been going nowhere with this company It could have been resolved in XXXX or XX/XX/XXXX I sent them a check for my back payments when it was {$2500.00} or {$3500.00} they never cashed the check and told me due to Covid 19 all modifications are frozen and we will contact you when needed and had me keep signing forbearance agreements and never asking for Ex Wife signature.Now I owe over $ XXXX it feels like they are sending me into a foreclosure on purpose.By telling me I need my ex wife 's signature. I also kept asking them about what assistance from the federal government for Covid 19 and they kept telling me their are not any programs. I had to find out about XXXX weeks ago when I got in touch with XXXX He told me to get the modification notarized sign it with my name put N/A on Ex Wife name and mail it back.I did with my check for XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 73110
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Last year, I sold my primary residence. It was financed by a loan managed by PHH Mortgage Services. Upon the closure of the sale, I had anticipated getting a refund from my escrow account of {$4100.00}. The first check was lost in the mail, so I requested a stop payment and a new check. PHH sent me a letter on XX/XX/2021 indicating a new check had been cut and was going to be sent. I never received a check, nor did it ever show up on my USPS daily mail email. After waiting until early XXXX, I again called PHH asking where my refund was. They indicated they would put a stop payment on the check and send another. Several weeks later, I received a check for ... {$1.00}. After several phone calls, I was then told the check for {$4100.00} ( that I had never received ) had been CASHED on XX/XX/2021. They then said they'd get a copy of the check to determine who cashed it and where. I was subsequently contacted by phone and email to say " we do not have a copy of the check '' and nothing more can be done. I am astounded at this... they're a mortgage servicer. They don't have deposit information for the check, nor an image? Further, I reviewed the daily email of scanned images of mail from the USPS - there is NO image of the envelope for this check. In sum, I have not received my escrow refund, nor can PHH Mortgage Services provide documentation of my having received/cashed the check. Please advise on what can be done. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 958XX
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX The servicer Ocwen changed names/sold servicing rights to PHH/XXXX XXXX They locked us out of the online account, and are still to this day locked out of our account. They held our payment in suspense. They sent the note to a foreclosure status. They charged foreclosure fees. Then the COVID pandemic hit. They held payments in suspense and then resorted to the refusal and return of the payments. They have also refused the Pandemic Relief Monies to assist HOMEOWNERS basing it on their statement that we, the homeowners were behind in our mortgage payments..when in fact... had they not held the money in suspense we, the homeowners would have been " current '', and therefore would qualify for the COVID assistance. To this current date, PHHXXXX XXXX sent a trial period modification with everything due by XX/XX/XXXX, along with a letter claiming they can not provide COVID assistance. The prior servicer had religiously taken our money, held the funds in suspense, and " forced '' loan modifications ( most current was XXXX ) that were extremely inaccurate and financially detrimental. We have hired a couple attorneys, a forensic accountant, and enlisted the help of a local housing authority agency, XXXX, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called my mortgage provider ( XXXX ) on two separate occasions to obtain my final payoff balance on my mortgage and in both cases, I was asked for the most recent appraisal and they would not be able to provide my final payoff balance without the appraisal. Both Customer Service Representatives stated that since I have a 'shared appreciation loan ', I would owe more than my statement balance. I have attached a copy of my most recent mortgage statement and in no place on this statement does it indicate any additional money is owed other than my outstanding balance. Upon review of my loan documents also attached, executed on XXXX several sections indicate that the 'shared appreciation balance ' would be forgiven after 3 years. On page 2 section 2 as well as in the examples provided. As I understand the verbiage, it seems that there is no shared equity due since I've never been late on my mortgage payments and it's been over 10 years. I received advice from two separate Mortgage Brokers in reference to this scenario that have been working in this industry for over 30 years - neither broker has ever seen a mortgage written like this and believe this is a case of mortgage fraud. They both interpret the documents as I did, that I should only be responsible for the balance due on my mortgage statement. They are the ones that suggest I file a formal complaint against the company for resolution. My initial loan was with Ocwen, then was re-financed through PHH Mortgage with this shared appreciation loan because I almost lost the home to foreclosure ( a subsidiary of Ocwen ) and then was re-sold again to XXXX ( A division of PHH Mortgage ). I would really appreciate your help in resolving this issue as I would like to get a payoff statement as soon as possible. The verbiage seems vague, but seems The shared equity should be forgiven after the 3 years from loan execution. I really appreciate your help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85225
Submitted Via: Web
Date Sent: 2022-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage has been in forbearance within protection during covid 19. I realize that has ended. During this time, my Husband has had XXXX XXXX, thank God that has slowed down some. But have debt from it. My Husband is retired and can no longer work. I have been XXXX for quite some time. I have been a caregiver to my Husband as well as a caregiver to my XXXX XXXX XXXX Mom. My XXXX began again in XXXX of this year. At this time, my hours are part time. However, I do have an XXXX store. I currently only have one client, but I am processing his payroll and taxes. I had begin a new trial plan and was unable to pay the amount due. I have been talking with them and informing them of everything going on. Seems to fall on deaf ears. Things are improving as far as earning is concerned. Don't get me wrong, I am still struggling. I had an appointment with XXXX XXXX @ PHH Mortgage early this month. I was never called. I checked my calls on my phone. They never called. So, now a new appointment is scheduled -- -- -it 's either the XXXX or XXXX. They are dragging out the time. I tried to make a payment and it has been refused on more than one occasion. Supposedly I am supposed to be receiving paperwork. It takes 10 days to come. So what date will I receive this if I do? When I was speaking with someone else with the mortgage said I didn't have to be concerned until after this month. I would like things to be taken care of this month. I do not want and will not lose my home. I could be treated more fairly I feel. I would like the behind part of my mortgage ( which is around XXXX ), to be put on the end of my mortgage. Most of this XXXX is from covid 19. I feel this is PREDATORY LOANING. Yes the covid plan ended at the beginning of the year ... .a few mortgage payments do not add up to XXXX! The percent of my mortgage is from 1 to 2 %. At this current time, it is 2 %. I would like for my mortgage to stay between 1 to 2 % and the covid 19 forbearance amount moved to the end of my mortgage. I do not think I am asking for much. In early XX/XX/2022, a tree fell on top of our home. I have been staying in a hotel every night because my lender placed insurance has no coverage for displacement. Then they wonder why I am still having financial issues. No one should have to go through this.
Company Response:
State: GA
Zip: 31406
Submitted Via: Web
Date Sent: 2022-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A