Date Received: 2022-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH purchased my mortgage, setup escrow and now refuses to pay hazard insurance on the property. I have called/emailed multiple times, and they tell me it's getting paid. Then they say it's been refunded to them within XXXX days of payment. It's not possible to get a check mailed back that quickly. My insurance lapsed as of today. I now have the insurance company emailing me saying insurance has lapsed. I also have the mortgage company calling asking for new proof of insurance because it's lapsed. My home is now not covered. The PHH phone numbers don't lead to humans, every time I email its a XXXX day response. Please help!
Company Response:
State: ID
Zip: 83815
Submitted Via: Web
Date Sent: 2022-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mother, who passed away in XXXX of XXXX, had a reverse serviced by PHH Mortgage. I sold the property in XX/XX/XXXX and paid off the loan. In XX/XX/XXXX I received 2 checks ( totaling {$590.00} ) from PHH Mortgage payable to my mother 's estate. Apparently there was a miscalculation on their part when the mortgage was paid off when I sold the property ( which was handled by my attorney ). As I had consulted with my attorney, and had not expected another thing to come back in her name, I had closed her trust bank account. So, there was nowhere to deposit these checks. As I am the beneficiary of the property which has been sold, as well trustee, I contacted PHH regarding reissuing the checks in my name so that they could be deposited. On XX/XX/XXXX, I spoke with XXXX at PHH who said reissuing the checks would not be a problem, and asked me to email a copy of the checks as well as the Trustee document, which I did promptly. On XX/XX/XXXX when I had not received or heard anything, I called again and spoke with XXXX who asked me to again email the documents. I did. Promptly. On XX/XX/XXXX I called again and spoke with XXXX who said she could see on her computer that I HAD submitted the proper documents and that she was going to forward to a higher-up and that that person would call me. On XX/XX/XXXX when I had STILL not received the check, nor received a phone call from anyone, I called AGAIN and, went through everything with XXXX who put me on holdand the line went dead. Called back, spoke to XXXX XXXX and yes, had to go through the whole thing again ) who told me it could take up to 30 days to reissue a check and I should check back in a couple weeks if I had not received it by then. On XX/XX/XXXX when I had STILL not received anything, I called AGAIN and spoke to XXXX who told me she would send an email to somebody to see what was going on and told me to call back Friday. I said I was tired of people telling me that they were going to " send an email to somebody to see what was going on '' and then NOTHING happening. I requested to speak to somebody higher up and was told that was not possible. She said shed have a supervisor call me back in XXXX hours. On XX/XX/XXXX, ( XXXX days later ) after not hearing back from anybody, I called AGAIN and spoke to XXXX who unbelievably said, Im going to send an email to somebody to see what is going on. I repeated how that just wasnt cutting it and I REALLY wanted to talk to somebody higher up. She said she was filing a complaint with corporate on my behalf and making another urgent request for a supervisor to call me. Of course, no one ever did. On XX/XX/XXXX " XXXX '' left me a voice mail to call her because she had an update for me. I called and got XXXX. I asked for XXXX as I was returning her call. I was put on hold then I was told that she was unavailable however, that she told him to tell me that I needed to submit copies of the checks and the trustee document (!!!!!! ). I told him that I HAD already done that twice, in fact -- and been advised on one of the other many phones calls that they were indeed in the system. He said that HE could see that they were indeed there and he didnt understand why this was taking so long. He put me on hold for a bit, came back and told me that he had talked to somebody and that they were putting the check in the mail as a rush by Friday ( it was then Wednesday ). He also told me that there would be an additional check for {$350.00} - for my troubles having to wait. ( really? ) I was going out of town the following day, and when I returned on XX/XX/XXXX, still, disappointingly, nothing in the mail from PHH. On XX/XX/XXXX and XXXX, XXXX I once again called PHH my XXXX & XXXX call regarding this matter! only to receive this message : Due to unforeseen technical issues, we can not connect you with a customer service representative. On XX/XX/XXXX, I decided to call one more time and spoke to somebody named XXXX. I asked to speak to XXXX from last time so I didnt have to explain this AGAIN and was told that that was not possible to let me talk to anybody else. He of course, had to go through the entire thing AGAIN. And unbelievably asked me if Id sent copies of the checks and my Trustee document. I told him I had and that I had been told TWICE that they were in the system. He told me - and get this - that he was going to send an email to somebody to see what was going on ( is this a script they give to their call representatives?? ) and then he told me to call back in 2 days. I simply hung up because obviously, I was still just getting the runaround. I wrote and sent them an email ( the same as what I have detailed here ), attached the copies of the checks and the trustee document ( again ), and informed them that I was going to file a complaint if I didnt hear from somebody within a day. I think nearly 3 months and 10 phone calls is enough. I am filing this complaint because, of course, I have heard from no one at PHH or otherwise.
Company Response:
State: FL
Zip: 32174
Submitted Via: Web
Date Sent: 2022-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: -We had a reduction of income due to a death in the family so we couldnt qualify for a loan modification. We are now able to make a modified payment because our income has changed and improved. PHH began a judicial foreclosure and obtained a judgment against us but they kept sending us letters indicating we could apply for a loan modification and avoid the foreclosure. Once we got to a place where we had sufficient income to be able to qualify for a loan modification, we prepared a loan modification packet in XX/XX/XXXX and sent it in. We were in constant communication with our contacts at PHH, when we could reach them. Often we were just sent to whoever PHH chose to have us talk to and we got a lot of runaround, but we kept following up. By the time the sale was scheduled to occur in late XXXX, we were being told we had been denied a loan modification because we didnt provide Profit & Loss Statements to support our self-employment income. As soon as we heard about that from someone on a phone call with PHH, we got to work in preparing XXXX & XXXX and got them sent over to PHH as soon as we were able. We were told we would receive a Denial Letter from PHH about the denial and we eventually received it, but it was dated XX/XX/XXXX and we didnt receive it until XX/XX/XXXX. After we sent in the requested documents, we kept following up and getting the runaround from PHH about whether or not they were going to review the new documents. We were told by some PHH employees that they were reviewing the modification but then we couldnt get straight answers from others. We reached out to our current lawyer, XXXX XXXX, and she got in touch with the attorneys for PHH to demand that the sale date be postponed while PHH was reviewing the newly submitted documents. That got the sale date continued for one week but during her communications with the lawyers, we learned that we had been denied again because PHH was just refusing to review the documents. We kept working with PHH and making contact with our contacts and submitting the new documents they were asking for. At one point, we were told that we had to submit a completely new packet and re-sign everything. So, we did so within XXXX hours of the request from PHH. XXXX XXXX was able to argue to the attorneys for PHH in the foreclosure that we were entitled to more time to get our loan modification application properly reviewed. The sale date has now been continued to XX/XX/XXXX. Since that extension, we have continued to follow up and we keep getting conflicting information from PHH. Some of the people we speak with tell us that our application is being reviewed, but then we are told by others that PHH can not review it because it is too close to the sale date. We have also been told that PHH employees can not continue the sale date. We know that that isnt true. Of course they can do so. It is their loan and they can tell their lawyers whatever they want. We have spoken with the following PHH employees in our efforts to get answers : XXXX XXXX, a PHH supervisor and current id # osc Relationship manager XXXX XXXX # bia XXXX # XXXX We have had scheduled meetings with numerous others PHH has requested new documents on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and the demand for an entirely new packet was made on XX/XX/XXXX. IF PHH WASNT GOING TO REVIEW OUR DOCUMENTS, WHY WAS IT ASKING US TO SEND THEM IN? -We were also told that the sale date would be moved by some of the PHH employees while the documents where under review! -We have advised that we are appealing their denial and requesting that they move the date again to review the requested documents by the escalations team. After we sent more documents on XX/XX/XXXX, we were told on the phone by XXXX # min on XX/XX/XXXX that they received the documents and they were under review and that again we needed to sign additional documents to be signed and dated. We were also advised that we needed to request an extension of the foreclosure date from our relationship manager XXXX, but she has always been unavailable. We were finally contacted by XXXX and she claims she was unable/refused to move the sale date because her of lack of authority and scheduled a call back from XXXX XXXX a supervisoXXXX We are awaiting a call back from XXXX XXXX as of XX/XX/XXXX.
Company Response:
State: WA
Zip: 98126
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We were the victim of a serious loan servicing transfer error in XX/XX/XXXX. Our loan got mixed up with the loan of another individual. The payments we made got applied to the loan of the other individual and a foreclosure was started against us. The mortgage company would not give us information on the other loan that was receiving our payments. Five foreclosure actions were filed against us. In these foreclosure actions the mortgage company and its attorney provided false documents to both us and the courts. The original note and deed of trust were needed to foreclose and the mortgage company did not have these documents. We were never able to resolve this issue. Years went by. The foreclosure started on XX/XX/XXXX. On XX/XX/XXXX, the mortgage company filed their fifth foreclosure action. We filed the defense that the loan was past the XXXX year statute of limitations and XXXX Bank XXXX XXXX was not the real party of interest. There were, also, two names were attached to this foreclosure action. Ocwen did not respond to this action and allowed it to be dismissed. This dismissal action was a confession that the loan was extinguished, destroyed and could not be revived. XXXX Bank XXXX XXXX also confessed they did not own the loan. We waited the 90 days to get notice that the loan had been released. Instead we received a notice in XX/XX/XXXX that PHH Mortgage Corporation now owns the loan and they were commencing yet another foreclosure action. We filed an adversarial action to have the deed of trust released on XX/XX/XXXX. The position of PHH Mortgage was that statute did not destroy the lien and they were going to reargue the case and revive the lien. They admitted the lien was past the statue of limitations. The payment due date was XX/XX/XXXX, XXXX lien had been allowed to be destroyed. It could not be revived. PHH Mortgage made the argument anyway. The argument did not revive the lien. We did a Qualified Written Request ( QWR ), asking for the identity of the owner of this loan. It was sent certified. We received the notice our request had been received but never received an answer as to who owns our loan. Failure to comply with a QWR is a federal offense. You have to tell the borrower who owns their loan. Another company is also asserting their ownership of the loan. PHH Mortgage Corp. is making false statements to the court and misrepresenting evidence and failing to comply with federal regulations in order to gain ownership of our home. They have allowed this loan to go past the statute of limitations by their own actions. PHH Mortgage should release the XX/XX/XXXX DEED OF TRUST to this loan as legally mandated by statue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80207
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, I made my final mortgage payment of {$3000.00}. to XXXX c/o PHH XXXX for a refinancing that was effective XX/XX/XXXX with a Principal Balance of {$68000.00}. The Shared Appreciation Modification ( SAM ) Agreement requires that an addition shared amount be paid after the mortgage completion ( Maturation date XX/XX/XXXX ). When PHH sent the " Pay Off Quote '' response letter ( XX/XX/XXXX ), it was stated that the property was valuated using XXXX at {$120000.00} and that the unpaid Principal balance inflated beyond the original principal balance to {$76.00}, XXXX. According to the agreement an appraisal of the property would determine the final valuation. The company never asked me for Capital Improvements made to the property except once when I was asking for clarification of their payoff calculations. They then gave me a quote on XX/XX/XXXX with an expiration date of XX/XX/XXXX. They are also requesting mortgage payments for XXXX after returning my {$800.00} payment for insufficient payment. The representative stated they returned it because it didn't cover the payoff amount. Each month I receive a statement with a new amount of something ( late fees, etc ) that need to be paid. To date I paid the entire original mortgage, escrow fees, Pay off Quote fees, and Returned item fees non of which makes sense when they returned {$800.00} that would have covered all the additional fees. This refinancing began with Ocwen XXXX and changed hands at least 4 times. The information from the representatives is ambiguous and the payment request unreasonable.
Company Response:
State: PA
Zip: 19145
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company that holds my mortgage has been located in XXXX Michigan for the previous 8 years that I've had my mortgage. On XX/XX/XXXX of 2021 they moved to XXXX XXXX XXXX Florida. Since they have moved, I've tried several times to reach them at their new phone number, XXXX, with not only no answer but receiving a recording that they, the company PHH XXXX, is not answering any calls at this time. I've sent them a payment on my account for {$2700.00} on the XXXX of XXXX and it was cashed but they haven't provided me with any notice of that posting, and the people at their previous phone number are totally uncooperative and will only provide the phone number that is not in service. I've tried reaching them via fax and also via a letter with no response. I need to be able to make a draw from my account and I can't reach them and need your help disparately. The companies name and address are PHH XXXX. XXXX, XXXX XXXX XXXX Florida XXXX. They are over 30 days late on suppling a monthly account record and have changed my account numbers. They were previously located in XXXX Michigan and their phone number there is XXXX
Company Response:
State: OH
Zip: 45230
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2021 I paid PHH mortgage for an Appraisal in the hopes of refinancing my home with PHH Mortgage. The amount paid was {$770.00}. The appraisal took place and was conducted XXXX week later at my home. I received the formal appraisal report in an email around XXXX. Since that time I determined I would like to use a different Lender ( not PHH Mortgage ) to provide my home refinance. I have gone through all the underwriting approvals with the Lender I am going with ( XXXX XXXX XXXX ). The only thing holding up approval on my refinance loan is the Appraisal. I provided PHH mortgage a copy of a simple 1 page Transfer or Release of Appraisal form to Switch the appraisal to my desired lender. After many weeks of no replies, being put on lengthy phone call holds and getting the run around from PHH Mortgage, I was told from them today that they would not transfer the Appraisal? I am not sure what to do here as I personally paid for the Appraisal and the desired Lender ( XXXX XXXX ) has all the needed documents to close my loan other than the appraisal report. Please help!
Company Response:
State: CO
Zip: 800XX
Submitted Via: Web
Date Sent: 2022-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 PHH XXXX took over from XXXX XXXX as the servicer of the Mortgage account. As the new servicer, PHH XXXX assumed the fiduciary duties associated with the Escrow that was established and transferred to PHH XXXX for the payment of taxes, homeowners insurance and FEMA-mandated Flood Insurance XXXX As of XX/XX/2020, PHH had notice of an existing Flood Insurance Policy. PHH allocated funds for payment for the renewal of the Flood insurance premium, but never submitted the payment. Without homeowner 's knowledge, PHH permitted the flood insurance policy to lapst. PHH retroactively purchased a Flood Insurance Policy with homeowner 's escrow funds, and raised homeowners monthly mortgage premiums by a total of {$1200.00}, even though the Homeowners found out about lack in coverage, and purchased a new flood policy. The escrow had sufficient funds to continue with payment for the flood insurance without interruption. PHH had a duty to allocate and disburse the funds as mandatory escrow holder on behalf of homeowners. PHH failed to do so and charged the homeowners additional fees and costs at a time when everyone was struggling with the Covid-19 pandemic.
Company Response:
State: DE
Zip: 197XX
Submitted Via: Web
Date Sent: 2022-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2022, my mortgage was paid a head, due for XX/XX/2022. My monthly mortgage payment is {$1200.00} of which {$320.00} is escrowed for my homeowners insurance and property taxes. All payments are sent electronically as a bill pays from my bank to PHH mortgage. On XX/XX/2022, I electronically sent a mortgage payment for {$1500.00} and a second principal only payment in the amount of {$7500.00}. I was paid a head so after the {$1500.00} was posted I was due for XX/XX/2022 payment BUT PHH took the liberty of taking {$1200.00} and posted as a payment so I was due for XX/XX/2022. When I called they said it could take 7-10 days to correct their posting error. Finally on the tenth day I call and there was no record supposedly of my call requesting thats the reverse the XXXX payment and apply to principal only. This was on XXXX XXXX when I was told it could take another 7-10 days. I dont have a lot of money but gathered enough to pay my balance according to their records of {$6500.00}. On XXXX XXXX my additional {$1200.00} was posted. On XXXX XXXX I sent {$7000.00} and refused to pay them {$30.00} to get a payoff figure. Today, XX/XX/2022 they received {$7000.00} and placed all of the funds in a Suspense Account. Please help me with this company they accept funds and then post the money where they want to and not by the borrower/customer request. THank you XXXX and XXXX XXXX
Company Response:
State: FL
Zip: 33511
Submitted Via: Web
Date Sent: 2022-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage lender, XXXX XXXX XXXX transferred my loan to PHH Mortgage as of XX/XX/2021. There is a loan modification that is supposed to be taking place in order for me to become current on my payments ; however, I have not received any official information from PHH as of today. I have called them numerous times over the past two months, and had several scheduled phone appointments with their representatives to discuss the plan for my repayment- only to be told that they need additional time to process and review my loan. I was told initially that I needed to sign a packet with information regarding my modification and return it to them to process the modification. I was also told that I didn't need to complete this packet and they had all the information they needed from me. Either way, I have received no such packet. I have received letters about my delinquent loan ; however. I've also received calls to collect the money owed. On my end, getting in-touch with them is extremely difficult. A couple of weeks ago I tried to speak to a manager, and after holding for XXXX minutes I was hung up on. I have never received such horrible customer service. I am so afraid that my mortgage will default to the point of foreclosure, and I don't want that to happen. All I want is to get the loan modification underway, and become current on my payments.
Company Response:
State: MA
Zip: 01832
Submitted Via: Web
Date Sent: 2022-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A