Date Received: 2022-03-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loan was with XXXX XXXX. I utilized CARES act to temporarily halt my mortgage payments. I began repaying in XXXX of XXXX. The loan modification process kept being dragged and I was getting excuses, so I filed a complaint. As soon as they received the complaint, they approved a loan mod at XXXX percent and then sold my loan to PHH before I could even sign the paperwork. I contacted PHH in XX/XX/XXXX to start making payments in compliance with the terms of the loan modification. They didn't even have an account number to give me, and I had to got o a supervisor to make payment with them. Since the very first contact they tell me every time that I am one week away from my documents being complete. They sent me a loan modification in XXXX that had raised my interest rate to 4.15 percent. I immediately contacted them and told them that they had to comply with the interest rate offerred to me via XXXX XXXX. They said that they would have the loan mod updated and sent to me XX/XX/XXXX. I contacted them today and they have given me the standard line that give them a week to have the loan updated. Meanwhile, I am getting emails from them stating I haven't made my payments ( all three loan trial payments were made. Two in XXXX and one XXXX. They also emailed me what they said is the updated loan modification. But now are saying its still being reviewed. I have a payment due in XXXX and do not know what my payment is because they haven't completed the documents or are sending me false/fraudulant documents. I can scan and send all emails and mortgage docs you need upon asking.
Company Response:
State: CA
Zip: 91350
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Im writing this email in regards to your customer service agents. On XX/XX/XXXX I made a phone call to your service center when I realized my direct payment wasnt removed from my account. I spoke to a rep and gave him all my information to make a payment and to be out back on the automatic payment. I looked again onto to my bank account and realized a payment never was taken out of my account for both XXXX and XXXX. Why? So I called your customer service center again and the rep then told me my mortgage switched to another lender. The kicker to this is my mortgage was switched Prior to my first original phone call. So now if begs the question why did the rep take all my bank account information and process a payment? Why didnt the original rep tell me this? I am now 35 days delinquent over two months which I had to pay at once. Im not sure if Covid messed things up and you had to hire unethical and unqualified people in your call center. Just want to be sure that this doesnt happen to other people and would appreciate some form of response from someone higher then a customer service representative. I will be reporting this incident to the XXXX and any oversight committees that control mortgage companies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2022-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loan mod was approved and signed mod received by PHH on XXXX PHH has not reviewed loan mod All payments are current accordingly This foreclosure is illegal Person pursuing foreclosure is from XXXX
Company Response:
State: WA
Zip: 98031
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is an additional complaint, about a continued failure of PHH to comply with Federal law and pay a delinquent tax bill on a property that they service the mortgage for. Consult the first complaint for the circumstances that led to there being a delinquent tax bill. This complaint is a separate, second issue, which is that once I notified PHH of their previous failure, they have continued to fail to correct the action by paying the bill. I first notified them on XX/XX/XXXX through their website. Then as of early XXXX I started routine phone calls with " escalation managers '' who are utterly incapable, unempowered, to do anything about the problem. They say that they have passed along the problem to the tax department, but they refuse to put me in touch with that department. As is stated on the delinquent bill, and as I have stated with every conversation with PHH, if the bill was not paid by XX/XX/28, the county would be advertising my name in the newspaper as a delinquent tax payer, and charging me a fee to do that. Being that such action would cause irreparable harm to my reputation, beyond the harm already caused by having my bill marked as delinquent in a public-facing search, I elected to pay the bill and the late charges out of pocket to prevent the advertisement. I have not notified PHH of this action, because I'm curious to see how long it takes for them to get around to fixing the problem that they have created. When I spoke with the supervisor of the escalation managers, after the XX/XX/28 final due date, she said " be assured, it will be taken care of. '' Taken care of? If the bill wasn't paid as of then, it was already about as not taken care of as was possible. Clearly PHH is perfectly fine with my name being advertised in the newspaper as a delinquent. If this had played out, I would have been happy to sue them for this, which would have changed absolutely nothing but would have wasted plenty of my time and their money. As of now PHH continues to delay and take no action, perhaps up until the point of the county foreclosing on the property and selling our home, all because of PHH 's inaction despite repeated calls, a Notice of Error, and the previous CFPB complaint. Meanwhile all I get from them is letters that say they need more time to investigate. There is no more time! These proceedings have deadlines, and those deadlines have passed.
Company Response:
State: NC
Zip: 28602
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I contacted PHH mortgage to notify them that I had paid XXXX 's property tax, and request them to de-escrow my mortgage account. On XX/XX/XXXX, they decided to send in the payment to our country 's tax office ( according to their email communication, they shall not send the payment until about a week before the final due date ( XXXX XXXX, XXXX ) ). They also asked to submit a de-escrow request via mail. They claimed they initiated a request for a refund from the XXXX country 's property tax office. In the past three months, I have followed up with them several times. They always say they just sent in the refund request and asked me to wait for their follow-up, which never happened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77004
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/22 I contacted the mortgage company and asked what would be necessary to recast my mortgage, having paid approximately 40 % of the principal over the past 12 months. The mortgage company indicated to send an email and ask my question. I also sent the requested email on XX/XX/22. On XX/XX/22 the mortgage company replied via email to send a letter and check for at least {$5000.00} as a principal payment for this to occur. I was to request the recast in the letter. I mailed the letter requesting this and the check on XX/XX/22. On XX/XX/22 I noticed that my check for {$5000.00} had been deposited. I looked online at my mortgage account only to discover this {$5000.00} was erroneously applied to my XXXX mortgage payment. I immediately called the mortgage company, advised of the error, and asked about progress on my recast request. They advised that they did not receive my letter requesting the recast. I told them that this was impossible because the letter was in the same envelope as my {$5000.00} check that they received and incorrectly posted to my account. The mortgage company then stated that they would correct the posting and asked that I email a copy of my letter requesting the recast to an escalation manager, which I did on XX/XX/22. By XX/XX/22, having not received any information regarding the recast that I requested, I emailed the escalation manager again and asked for status. I received no response. On XX/XX/22 I followed up with another email concerning this. Still no response. On the evening of XX/XX/22 I actually called the CEO of the mortgage company on a personal number. My call went to voicemail, where I asked that someone contact me. As of today, XX/XX/22 I still have no response on my request for recast for which I have now paid {$5000.00} to have performed.
Company Response:
State: AR
Zip: 727XX
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I faxed over 22 pages of a loan modification to PHH mortgage on XX/XX/XXXX. Spoke to a relationship manager on XX/XX/XXXX went over what was missing faxed over the missing documents ( signed tax forms ) went over pay stubs with relationship manager while on the phone, they also stated my name was not correct on paper work. Im XXXX XXXX XXXX I know my name. XX/XX/XXXX I had an appointment with the relationship manager my phone rang once and they hung up I called the company ( phh ) and they called again rang once hung up again. Every time I speak to them something is missing Im now in XXXX and nothing is done, today the relationship manager called and told me I have to start all over again. This has been 3 months now. My ex wife filed bankruptcy and has been discharged and they still refuse to remove her. I cant get anywhere with this company
Company Response:
State: MD
Zip: 21220
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/2022, i called PHH MORTGAGE CORPORATION to request verification of the alleged debt as no contract between the parties nor was any money including but not limited to, Commercial Bank Money was ever issued to any party and PHH MORTGAGE CORPORATION is refusing to present the original note with valid signatures, an audit trail of all accounting including but not limited to the origination of alleged money and how it was transferred and its trail nor is PHH MORTGAGE CORPORATION and its representatives willing to verify via affidavit of their claim by man or woman ; yet, have unlawfully presented forged documents in order to unlawfully collect on a debt not owed.
Company Response:
State: NY
Zip: 10801
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: First I decided to see if I was going to do a mortgage modification with a company by the name of XXXX XXXX XXXX out of XXXX XXXX, California but they didn't do anything. XXXX decided to reverse my first and second mortgage applying a {$42000.00} balloon payment. So I've decided to reject that modification despite given them XXXX trial payments of {$440.00}. I've been working to make my balance current, but XXXX decided not accept any payments from unless its all paid at once of {$2300.00}. Right now in my mortgage suspense account has {$870.00}. I've been dealing with this company since they were XXXX and rejected {$930.00} was rejected from my bank account. I'm trying to keep everything current but they won't comply and are always screwing up the figures. Please assist.
Company Response:
State: FL
Zip: 33870
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am sorry to bother you again, but I cant understand why PHH mortgage XXXX can't give me a payment deferral plan as I see it is being offered at this time. I have lived in my home for for 27+ years. My demise began as a result of a work related injury at XXXX XXXX ( my employer since 1986 ). I very much wanted to return to work post- surgeries and retire with my peers to include my earned travel benefits But.XXXX XXXX XXXX XXXX has been difficult to say the least- 3 claim closures which were won in appeals court, 2 XXXX later and currently waiting for nearly 4years for the approval of the final XXXX ( approved already at the beginning of my claim ) leaves me now, a XXXX XXXX XXXX single woman struggling to make ends meet. I did try a modification several Yeats ago, but at that time, XXXX XXXX XXXX closed my claim and I wasnt able to keep up. Since then, I have modified my home and now have rental units which give me significant income. I've tried sending Mtg. payments which were returned and I have applied for modifications again but was either denied and/or I received no response. I watch others receive Unemployment compensation regardless if they've ever had a job, people get rental assistance and housing is being built for the homeless people as I sit here and watch all my life 's hard efforts get taken away from me due to medical reasons. It's just not right! With that being said, the 2 issues I am asking you to help me with are 1 ) Negotiate extreme penalty amounts with PHH Mortgage. 2 ) Help me request a Deferred payment plan. If I could just continue with my original loan amount with the amount of arrears put to the end of the loan, I am confidant that I can make the payments on time, every month. Whereas a refinance with a huge payment would be a struggle. A deferral of my past due amount to the end of my loan would put an end to my ongoing mortgage issues. Please, can you advise me on how to get this deferral program? I have read that it is being offered to others - Why can't it be offered to me? My income has sustained thru my rental units along with SSI checks that i just recently started getting. I also look forward to my pension from XXXX XXXX. I have considered hiring an Attorney to help me with my Mortgage issues but hoping I don't have to. I just don't know what I would do if my home is foreclosed on. The cost of housing is so high. Please, can you help?
Company Response:
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2022-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A