Date Received: 2022-03-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My COVID-19 loan forbearance ended and I applied for a loan modification through my existing lender XXXXPHH Mortgage and supplied all documentation including PDF 's of my paystubs via email on XX/XX/2022 and an updated application on XX/XX/2022 with the paystubs as a separate PDF 's downloaded directly from my US Government employer. I followed up with calling XXXX and was told they were not able to read my paystubs as they are " blurry. '' I resubmitted my full application and paystubs again on XX/XX/2022 and via fax XX/XX/2022. Each time I was told the same information, but now they could read one of the paystubs yet needed another as one was blurry. I spoke with various Ne I received a letter from XXXX dated XX/XX/2022 stating my application for modification was closed due to me not submitting my paystubs. I have called XXXX numerous times and am at wits end since I copied myself on each email to them and can read ALL attachments clearly on my phone, home and work computer. I really feel like XXXX is creating imaginary hoops for me to jump through and want to foreclose on my property. I called XXXX today and was told I would have to file a new application but I requested they reopen the application. I am awaiting a supervisor to call me to tomorrow regarding this as no supervisor 's were available at the time I called.
Company Response:
State: CA
Zip: 92105
Submitted Via: Web
Date Sent: 2022-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The Loan balance and outstanding mortgage principle is not accurate.
Company Response:
State: VA
Zip: 22315
Submitted Via: Web
Date Sent: 2022-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I took advantage of a deferment of my loan during Covid19 through my loan servicer, PHH. This was a very stressful time and I was happy to stop payments and start again later without it affecting my loan balance or credit. My loan balance was {$570000.00} when the deferment began. When I started paying again, it had risen to more than {$600000.00}! They assured me I had not been charged interest so I can not understand why my loan balance is now close to $ XXXX dollars higher! I wrote several times to get an explanation and also spoke to someone more than once. What I was told was they took the payments I had not made and put them at the end of my loan. The problem is that they also left those same payments at the beginning of my loan so I'm being charged twice. I asked for a detailed explanation and they just kept saying the same thing over and over which doesn't make sense to me. I can not imagine this is happening to a lot of people and no one is saying anything or concerned that what was supposed to be a lifeline is in truth an expensive anchor. This week, I tried to make an online payment for my mortgage as I always do and for some reason I have been blocked. There is no valid explanation why I am no longer able to make a normal payment as I do not have a pending payment. I have done it this way for years and this is the first time I've had this difficulty. At this point, I don't trust anything they say so I want things in writing. ( They told me in XXXX XXXX XXXX owned my loan, but they do not ). Is this some sort of punishment for questioning their tactics? If I had known they would do this I would never have agreed to this deferment option. They did not disclose this is what was happening, they just let me know every month my payment had been deferred. When I looked up the word, deferment means you will pay later not that you will pay the same amount twice ; once now and once later. My expectation was that I would pick up with my loan balance of {$570000.00} where I left off in XX/XX/2020. I would continue paying and my timeframe to pay would be extended by the eighteen months that were deferred. I am uploading several copies of my mortgage statement at different times including before the deferment and after. I have also included the message I get when I try to make an online payment. So many horrible things happened to me during this pandemic. This must not be another tragedy on my pile.
Company Response:
State: CA
Zip: 91354
Submitted Via: Web
Date Sent: 2022-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: When the lender tried to foreclosure in XXXX. The Note had to different dates on them. The first date, shown was XX/XX/XXXX. Two pages later there was an addendum that was not there for the original closing was dated XX/XX/XXXX. The complaint that was sent to the court has the date of XX/XX/XXXX. XXXX XXXX XXXX claims that these are transcribable errors. Their answer is " No Harm no Fowl. '' Since they were sent to the Court, they are now part of the court record. Which makes them a legal document and they are true facts. They sent me a Loan Modification, after signing the original loan modification. The mortgage and the note were never modified. Since my deceased wife is still on the mortgage and the note. They have to send an Affidavit of Continuous Marriage, which has never been done. There answer is that they do not have to modify the mortgage or the note. That they have doing this for years. Secondly, when the modification was sent to the XXXX XXXX for their signature. They did not notarize the document, which makes it illegal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32707
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/21 XXXX XXXX XXXX, XXXX appraised my house at {$800000.00}, At that time they should have automatically removed PMI since they were aware that my XXXX was less that 80 % and my equity was well over 20 %. I just came out of forebarance and they used 3 months as a waiting time for a now loan with a reduced rate from 4.375 % to a modified rate of XXXX XXXX to 3 % the going rate, and removal of PMI. Please check their figures saying I need to send them {$100000.00} to end PMI. There is a lot more to this. Please call XXXX XXXX XXXX XXXX for more information to start this case. address is XXXX XXXX XXXX XXXX NJ XXXX
Company Response:
State: NJ
Zip: 07470
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX are realtors doing business in the state of Connecticut. XXXX XXXX license number is XXXX XXXX. XXXX XXXX license number is XXXX XXXX. XXXX XXXX XXXXXXXX have been retained by the attorney for a conserved person, XXXX XXXX, XXXX as conservator for XXXX XXXX ) to sell a property located at XXXX XXXX XXXX in XXXX, CT XXXX. XXXX XXXX had a reverse mortgage on the property. XXXX XXXX is unable to sell the property to help pay for the conserved persons expenses without the participation and cooperation of the reverse mortgage company. The property listed and went under contract in XX/XX/XXXX. Since that time, XXXX and XXXX XXXX have been trying, without success, to engage the reverse mortgage company in the short sale process. A detailed description of their attempts to communicate with the reverse mortgage company is outlined below. TIMELINE : XXXX : We just got the documents for the short sale to be able to arrange and get third party authorization on file. Going to list it today. Sell As Is with all debris in there. No XXXX. XXXX and XXXX must get third party authorization filled out and submitted to the bank.. XX/XX/XXXX : submitted letter of intent to sell to the reverse mortgage company with third party authroization XXXX : resubmitted letter of intent to sell to the reverse mortgage company with third party authorization XXXX : XXXX called reverse mortgage company to see what is going on with the submitted documents. XXXX spoke with the SPOC ( single point of contact ) department. On hold seeing if they have in fact ever received the material submitted. ( the hold music is elevator covers of 80s rock ). We have confirmation that the materials submitted were acknowledged XXXX It will take 10 business days from acknowledgement to assign a Loss Mitigation Specialist to the file Upon assignment, they will reach out to the point of contact ( XXXX, XXXX ) Follow up XX/XX/XXXX if we have not heard back XX/XX/XXXX : on hold for over 55 minutes ( new hold music, very XXXX but really badly done ). Have you assigned a loss mitigation specialist to the file? What is their name and contact information? What is the next step in the process to submit the contact for sale? What exactly is needed and how do we submit it to you? It is XXXX. I have hung up without success. XX/XX/XXXX : The direct dial number for the Default Department ( SPOC ) is XXXX. They lost the third party authorization previously submitted. New one submitted by fax, then it takes XXXX hours to be uploaded into the file, and then it will need to be reviewed. XX/XX/XXXX : Called Default Department XXXX ( if they are busy, you are routed to customer service who then does a soft handoff to SPOC ). Spoke with XXXX. They do not have the third party authorization yet. I was given a second fax number for submission, and an email. The form has been submitted a third time to the following : XXXX ( new fax ) XXXX ( fax on the service letter ) XXXX XX/XX/XXXX : called SPOC, spoke with XXXX. They STILL do not have the third party authorization on file. Correction - they received it yesterday. It has not been processed. XXXX advised the next step is to request a payoff statement. Q : what is the process to have a short sale specialist assigned? The real process after over 30 minutes on the phone : XXXX sends an email XXXX asking for a short sale packet This will take ten business days to process, and then another 5 to send it out in the mail ( no email option for delivery ) We then gather all of the material requested and submit back to them by fax to XXXX This will include a letter from XXXX as Conservator explaining why the property will be sold and why the sale proceeds will be insufficient to pay off the reverse mortgage. At one point in the conversation, XXXX stated the Probate CourXXXX will need to order the property sold at a loss, but when I asked how a CT Probate Court could exert jurisdiction over a Florida based loan administration company, he said this was not really required. So beware that the loss mitigation team does not know how probate/conservatorships work at all. XX/XX/XXXX : called SPOC line. Spoke with XXXX XXXX. The request for the short sale packet is in the file. The short sale packet has not yet been sent out. XXXX said he was sending an email to loss mitigation to ask for the packet to be sent. Call back Tuesday or Wednesday of next week ( closed on XXXX day ) to see if it was sent. XX/XX/XXXX : Spoke with XXXX. He confirmed XXXX did try to expedite the resale package, and then he disconnected. Called back. Again on hold for over XXXX minutes. XX/XX/XXXX : submit complaint to CFPB RELIEF Requested : Active participation by Reverse Mortgage Company PHH in the short sale of the subject property.
Company Response:
State: CT
Zip: 06611
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was in the Covid relief act and in forbearance and my late payments were reported late while I was in Covid relief and in forbearance and late payments were reported to the credit bureau and Im trying to have them removed from my credit report so I can refinance my mortgage. I have phh mortgage services. They reported 3 late payments while I was in forbearance under the Covid relief.
Company Response:
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I changed homeowners insurance companies. I contacted my mortgage comapany, PHH, and gave them all pertinent information. I informed their insurance department that I had paid the policy in full, {$1200.00}, and that they should not pay from my escrow account. ( XXXX. XXXX, 2022 ) Two days later I became aware that they had paid the premium, {$1200.00}, from my escrow account resulting in a double premium payment and an underfunded escrow account. I called and was told that the check would clear in a few days and the insurance company would issue me a refund check within 7-10 days. The Insurance company, XXXX, never received the check, and the check has never been cashed. My insurance agent contacted PHH Mortgage on my behalf to request a stop payment and refund. On XX/XX/2022 PHH Mortgage issued my escrow statement showing an underfunded escrow account and raising my monthly payment. I have called every week since then, and each time I was told that they had to do a search for the check and once they verified that it had not been cashed, they would stop payment and refund my {$1200.00} and call me with a verification.After 4 weeks of this same reply, I asked for a manager who could give me results and got the same rhetoric and assurances. In the fifth week of complaints, after my weekly call to customer service, I received a call from an insurance department manager who, for the first time explained to me that my payment was part of a lump sum payment issued that included many homeowners insurance premiums, and therefore they had a policy of a waiting period of 30 days. He acknowledged my frustration in the fact that no one had previously mentioned anything about a 30 day policy despite my many calls, but requested that since there were only a few days until the 30 days were up, I could wait again. That was Thursday, XX/XX/2022. He promised that the situation would be resolved and that he would call me Monday, XX/XX/2022 to verify. I received no call. I called him, XXXX, using the number he presented as his personal line, and twice got a business answering service, left a message, and got no answer. XX/XX/2022, I called PHH customer service again, and we started at square one again. Once again I was told they would have to put a trace on the check, they would make notes, they would call me, When I mentioned the 30 days ending yesterday, they said that my inquiry only started on XX/XX/2022. I was transferred to the escalation customer service rep ( XXXX ) who gave me the same replywe will begin a trace, then to a floor manager XXXX XXXX XXXX ), who gave me the same reply until I mentioned both this complaint and my intention to get legal representation. He then told me that he would begin a process that would have my money refunded by next week and that he would call me Monday, XX/XX/XXXX, to verify. Since I have heard similar promises repeatedly, I do not have high expectations. PHH made the mistake, and they should have corrected it immediately.Their customer service is terrible. Their representative either didnt listen or didnt clearly understand the language so they took money from my account after I clearly explained that I had paid the premium. There is no reason why I should have to wait for a refund and be penalized for their mistake by having my monthly payment increased.
Company Response:
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This is my second compliant and a follow on to XXXX XXXX : XXXX, which has now been closed with PHH mortgage ( formally XXXX XXXX XXXX ). I purchased this property and went to closing via an heir payoff on XX/XX/XXXX. This is related to their XXXX XXXX XXXX ( XXXXXXXX XXXX XXXX XXXX XXXX who caused damage to the home I now own own. On or about XX/XX/XXXX, this company started winterizing the home. However, they broke ( 2 ) back security security doors and ( 1 ) broke the glass to an interior lower level door in an attempt to change the locks. They did provide a lock box. But I called to complain last year around this time, because of the damage. On or About XXXX, they added a lock to a shed on my mother 's property that I still don't have the key to. They changed the locks again and removed the lock box. I asked PHH to have them STOP coming to the property because everytime they came I found additional damage to exterior back doors. But they continued coming. And this time, locked me out of the fence that secures the backyard and changed the locks- again with no lockbox. PHH stated that they requested this company STOP coming out. I also called XXXX and they stated that they stopped coming on the property. But I found additional notices dated XX/XX/XXXX and XX/XX/XXXX, which indicates they were still coming out to this property. I have been calling for over a year to rectify this situation and stepped up my inquiries for PHH to get XXXX out to make the necessary repairs and I have not heard back.
Company Response:
State: MD
Zip: 20782
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was offered a deferment after hurricane Ida in XXXX. My home had some small damages from the hurricane. My home insurance denied my claim so I had them repaired. I took the deferment thinking FEMA would reimburse me for the small damages. The deferment was for XXXX XXXX and XX/XX/2021 with my loan servicer PHH mortgage. In XXXX after the deferment ended I applied for mortgage assistance with PHH because DEMA offered no financial help. The mortgage assistance with PHH has been in review for more than 120 days. They return every payment I mail and they blocked my payments online and by phone and wont let me make the remaining regular payments until their review of the three month deferment is done. I am afraid it is meant to make my account more late so they can take my home. XXXX XXXX XXXX XXXX with very little family. I cant afford to lose my house. I have tried to pay the remaining regular payments but they wont take the payments. My taxes are delinquent because if this review they are doing for the months XXXX XXXX and XX/XX/2021 XXXX
Company Response:
State: LA
Zip: 701XX
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A