Date Received: 2022-03-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX and XXXX XXXX had a reverse mortgage owned by PHH Mortgage. They are both deceased. PHH is authorized to provide information to daughter XXXX XXXX. PHH purchased hazard insurance policies for {$1300.00} each on XX/XX/XXXX and XX/XX/XXXX and charged those amounts in addition to outstanding principal and interest etc. A hail storm damaged the roof and the big Texas freeze busted pipes. The reverse mortgage has since been paid in full. This payment in full includes nearly {$16000.00} of additional charges have such as the hazard insurance reimbursements. When we requested they provide us with the carrier name and policy number of the insurance that we purchased so we could file a claim, they refused to provide the information. We submitted signed authorizations both via fax and email signed by XXXX XXXX. We offered to include her on the call to confirm her authorization. Every call they used a tactic called rope-a-dope to wear us down. Dozens of operators took turns asking us the same verification questions before failing to provide any information and bouncing us to the next operator who does the same thing. I believe PHH is using a related company to sell the insurance and is actively using these tactics and strategies to prevent claims from getting through. I have seen news reports of CFPB investigating and punishing PHH Mortgage for insurance related kickbacks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75078
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My mortgage with PHH Mortgage with an FHA went through the Covid program which is the Covid care act. I applied for a grant it was paid my understanding was there was not to be any derogatory remarks on my credit report and I see that there is which says 8 late payments which may be affecting my credit for further financing I feel this needs to be corrected! As soon as possible Thank you
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I PUT MYSELF INTO A DEFERRMENT BACK IN XXXX WHEN COVID HIT. IT TOOK MY FIRST 3 MONTHS AND THEN ASKED TO BE REMOVED FROM DEFERMENT. THEY KEPT TELLING ME NO. MY ONLY OPTION WAS TO PAY THE {$XXXX} DUE ( WHICH I DID NOT HAVE ) OR ASK FOR ANOTHER DEFERRMENT. THIS KEPT HAPPENING UNTIL THE PAYMENT DUE WAS {$XXXX}. AT THIS TIME THEY FINALLY FINALLY APPROVED MY COMING OUT OF DEFERMENT AND TOLD ME THAT I NEEDED TO MAKE 3 TRIAL PAYMENTS AND SIGN/NOTARIZE DOCUMENTATION. I DID THIS. MY 3RD PAYMENT WAS DUE XX/XX/XXXX. AT THIS TIME THEY TOLD ME THAT I NEEDED TO SIGN/NOTARIZE ANOTHER SET OF DOCUMENTS. AS OF NOW, XX/XX/XXXX, THIS DOCUMENTATION HAS NEVER COME. I WAITED 3 WEEKS FOR AN APPOINTMENT WITH A RELATIONSHIP MANAGER ON XXXX AND TOLD HIM THAT I NEVER GOT MORE DOCUMENTATION. HE TOLD ME IT'S OK- I DON'T NEED TO SIGN MORE DOCUMENTATION AND IT WOULD BE FINALIZED NEXT WEEK ( WHICH IS THIS WEEK ) AND TO CALL. I'M ON THE PHONE WITH THEM NOW AND THEY'RE SAYING THAT MY MODIFACATION IS NOW DENIED BECAUSE i DIDN'T SEND BACK THE PAPERWORK ( THAT NEVER CAME ). THEY HAVE ALSO MADE IT NEAR IMPOSSIBLE TO MAKE MY PAYMENTS NOW - THEY HAVE TO BE SPECIFICALLY MAILED. I'M NOT IN DANGER OF HAVING AN 18 MONTH LATE PAYMNT ON MY CREDIT REPORT. PLEASE HELP.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 59101
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH Mortgage Services has spontaneously scheduled an illegal sale of our home on XX/XX/XXXX, in direct violation of numerous laws and regulations, while sending us no statements or other critical correspondence. They continue to periodically attempt to sell our home while providing no information or validation of any of their claims. Their violations continue to accumulate and remain unresolved. There are still unresolved Notices of Error from XX/XX/XXXX and XX/XX/XXXX. This company can not move forward with a sale while there are pending Notices of Error that have yet to be addressed and resolved. It is even more striking that I have not received any statements from PHH since XX/XX/XXXX, and I have not been in bankruptcy during any of this time.
Company Response:
State: MD
Zip: 21015
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was set up without an escrow account for taxes. I pay my taxes ON TIME every quarter myself. Two times now PHH has sent money to the tax collector from a non-existent escrow account and then sends letters that I need to reimburse them or face default. My tax payment has never been paid late by me and trying to resolve this issue is impossible. I have called multiple times with no resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08753
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage is our mortgage provider. Our loan was purchased by the company in XXXX from our original mortgage provider. Our mortgage is escrowed for our taxes and insurance. We have never missed a payment and have always paid our mortgage in full and on time. On XX/XX/2021 I noticed that our escrow disbursement for property taxes did not match the quarterly tax bill sent by the city- it appeared to be underpaid by {$630.00}. I immediately called the company to report my concern. I was reassured that the bills were being paid through our escrow and it was not a concern. Not believing this to be the case, I followed up with an email ( provided ). I was told to mail a copy of my tax bill, which I promptly did, but received no response. I followed up and was informed ( now XX/XX/2021 ) that it was not received and instructed to email the bill instead. After emailing the bill, I did not receive a response until I followed up on XX/XX/2021. On XX/XX/2021, I received a notification from the company that the tax team followed up with the city and that they confirmed taxes were not owed until XXXX but failed to answer my initial question. I followed up to reiterate the question and was told that the company handles the escrow and provides a " cushion amount, '' dismissing my question. In XXXX we received a notice from the city that we were delinquent on our taxes. We followed up with the city immediately to learn that PHH had not been paying our property taxes. Upon a call to PHH we were told the payments had been paid. At this point we threatened legal action which elevated us to the escalations manager. In late XXXX we learned that our property taxes had been dispursed to the incorrect parcel starting in XXXX. From the city 's perspective, we are now significantly delinquent in property taxes, owing over {$9000.00}. PHH Mortgage has been working on the case since XXXX. We have been told that they will be refunding our escrow and will be covering the interest due and additional fees from the city. Every week I receive a phone call updating me on the case, with the only update being that there is no update. In XXXX, we received a notice from the city stating that if our property will be placed on the market in XXXX if the taxes are not paid. We have called PHH Mortgage on a regular basis to speed up the process, but it seems to be going nowhere. We are first-time homeowners who feel frustrated, terrified, and unable to pay for a lawyer. When our mortgage was sold to PHH - I read the reviews on the company and considered refinancing. I wish we had.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The issue is regarding XXXX XXXX included in my monthly payments which I am allowed to have cancelled upon meeting certain qualifications. My Policy NoXXXX. I have requested termination of XXXX XXXX as we have met all the conditions to make us eligible as of XXXX, XXXX. To date, I have met all the requirements for elimination of XXXX XXXX and PHH has acted in the worst manner possible to delay the elimination of XXXX XXXX from my monthly payment. I have called them over two dozen times, sent them written qualification paperwork, and met all their stipulations but have been getting the run-around for 3 months with delays, no return calls or emails, bureaucratic bungling and every other possible means to discourage me from pursuing this right that is due me. I am requesting that CFPB sanction PHH for such sleazy practices and contact them to demand immediate termination of the monthly XXXX payments on my mortgage.
Company Response:
State: FL
Zip: 32967
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was approved for a trial modification. I made 2 payments. I made a XXXX payment with no problem. I called in to confirm they received it and I was advised it was there and has been applied as my first trial payment. My XXXX payment was returned. I called in this month to find out what happened and was placed on hold and the call ended. I called back numerous times and was never advised as to what happened. I asked for supervisors and I was advised either no one was available or that someone would call me back. I have a sale date. I need to know what happened with my trial plan so I can keep my home. The letter they sent back with my payment failed to explain what went wrong.
Company Response:
State: MO
Zip: 64506
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer sent me the final modification agreement with the trial payment note and other documents. These documents were signed, notarized and XXXX back to PHH. The required trial payment was also made. I called my mortgage servicer customer service dept to verify they received the documents. I was told by XXXX ID # PDE there was an FHA Covid 19 that was better than the modification we had. He also told me they had canceled the modification I had and was working on another modification. I received by mail a denial for my previous modification that we returned to our servicer. Today XX/XX/2022 I was told I was denied, and it was to late for the modification. PHH has canceled my modification, PHH has bad servicing practices and I feel they are trying to set me up for a foreclosure on home. I have done what I needed to do to get my mortgage back on track but the servicer is giving incorrect information and not keeping up with my documents
Company Response:
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-16
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: No information given regarding account. Violates federal 15 USC 1692gf and 15 USC Section 1681 ( i ). The bureaus have it reporting different pricing and multiple inaccuracies. I never authorized or given permission for this to be reporting. its been 2 months and no information given. No medical release to collect on this debt either No information given regarding account. Violates federal 15 USC 1692gf and 15 USC Section 1681 ( i ). The bureaus have it reporting different pricing and multiple inaccuracies. I never authorized or given permission for this to be reporting. its been 2 months and no information given. No medical release to collect on this debt either
Company Response:
State: PA
Zip: 19050
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A