Date Received: 2022-02-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage servicing agent prior to XX/XX/2021 was with XXXX XXXX XXXX XXXX. XXXX XXXX sold/transferred the servicing agent to PHH. We have NEVER missed a mortgage payment, and never been late with a mortgage payment in the 15 plus years we've been in this house. PHH continues to send out payment coupons that show TWICE the monthly amount of payment due, despite the fact that payments were never missed either before, during, or after the transfer to the new servicing agent. I have provided PHH on at least XXXX different occasions proof that all payments have been made, and that they need to correct their records to reflect that fact. Nevertheless, PHH continues to send out payment due coupons with twice the monthly mortgage amount due. This is not a problem of my making, and the evidence of on time payment is irrefutable.
Company Response:
State: CA
Zip: 93065
Submitted Via: Web
Date Sent: 2022-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am looking for my interest form for filing my taxes that PHH does not send me. Along with my monthly statements that they never send me.
Company Response:
State: WI
Zip: 535XX
Submitted Via: Web
Date Sent: 2022-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am struggling to pay my mortgage as I have a permanent Hardship. I know that with a lowered mortgage payment I will be able to make all of my payments on time. PHH refuses to review me for a modification and keeps misplacing all the documents I send in that reps have confirmed have been received. XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - PHH rep called in, said that they need -name and social security for co-borrower -Pay stub for 30 days XXXX Spoke with supervisor and he miraculously found documents he said were missing but said he now needs to review XXXX pay stubs. Asked why the documents I had sent in the past couple of months were not in review. He was unable to give an answer and reiterated how the missing documents were explained to us on the last call. I told him to pull the call and tell me at which point the missing documents were communicated. Said he can't do that but in the notes his reps said they told me. I asked for a supervisor, he said he will try and have one call me but no guarantee. XXXX ID # UCRNS. XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - Called PHH to f/u on review. Rep ( XXXX XXXX stated as of the XXXX there is not a complete packet. Let her know we already resent docs & called back on both the XXXX & XXXX. She said the packet is still under review and it is not marked as " completed '' so the formal review ( 30 days ) has not even started yet. She said we should receive a letter if the packet is marked completed or if additional docs are needed. Rep could not tell me how long this will take or why we were previously told it was formally under review for a modification. She said a relationship manager should be calling us Friday between XXXX. Could not tell me what phone number and would not let me provide a back up number. XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - Called PHH to confirm docs were received. Received XX/XX/XXXX and is under review. Review will take 30 days. There is an appointment scheduled for XX/XX/XXXX to speak with us but they have our old phone # on file. Rep was unable to update the phone number. XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - Called PHH to f/u on XXXX, rep said that they still need most recent pay stub and bank statements with gross ytd. Re-sent XXXX pay stub and Bank statement XX/XX/XXXX, XXXX PM NOTE [ XXXX ] - submitted to underwriting, will let us know if there are any missing docs XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - Called PHH to f/u on XXXX, rep said that they are missing docs, let her know we already sent in those missing documents and want to make sure they are in review, transferred to supervisor. Supervisor said that she will send a message to underwriting to make sure that the documents were in review. Asked if I could speak with loss mitigation or someone who is in charge of this file, rep said her had are tied and there is no one I can speak with. Said she will try and have a POC call me back. XX/XX/XXXX, XXXX PM NOTE [ XXXX ] - Called PHH, rep stated the packet was received on XXXX XXXX. No additional updates at this time the docs are still being reviewed. XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - Sent PHH XXXX to XXXX XX/XX/XXXX, XXXX PM NOTE [ XXXX ] - Called PHH, Rep stated the XXXX was review, but was missing information. Hardship letter needs to be signed and dated. Financial form needs to be filled out. Borrowers info form is not complete. Requested letter with missing info be sent via email. Will receive it no later than Monday. XX/XX/XXXX, XXXX PM NOTE [ XXXX ] - Called PHH, spoke with rep who could not find our auth. Transferred me to manager, call disconnected. Called back, another rep could not find our auth so again asked to be transferred. Manager ( XXXX XXXX could still not find our auth, he was incredibly rude, put me on hold for over 45 minutes. No records found for an authorization from our company. Placed me on hold again. I hung up. XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - Called PHH to confirm XXXX was received, rep said that it was received, said they still need to be reviewed. Will f/u in a few days. XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - Called to give financials, rep took income and expenses over the phone, then said she will send out the XXXX packet to my email w/in 4 business days. Said the financial interview is just to see if they are in need of a mod. XX/XX/XXXX, XXXX PM NOTE [ XXXX ] - Called PHH to confirm FB is removed, rep said that FB has been removed. Asked if account is available for Mod, said they would do a financial interview over the phone. XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - Called PHH to remove FB, said client needs to call in and remove FB XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - Called PHH to confirm when FB ends, rep said FB ends on XX/XX/XXXX Rep said to submit for a loan modification, fax it to XXXX XXXX said the review takes about 7-10 business days XX/XX/XXXX, XXXX PM- Called PHH, rep XXXX to verify if initial docs were on file. She was so confused as to what I was asking, I requested to speak with a manageXXXX & was hung up on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a homeowner in California with an XXXX XXXX XXXX. During the Covid-19 pandemic, due to a hardship from COVID-19, I entered into a Covid-19 hardship forbearance plan with my servicer # # # Mortgage from XXXX through XXXX. Just prior to the completion of the Forbearance plan, I applied for, and was approved and offered a loan modification from # # # Mortgage on XXXX. However, there was a big problem with the modification as it was presented to me. It stated that I was denied the Owner-Occupant XXXX XXXX XXXX XXXX due to the fact that PHH could not achieve a minimum 25 % principal and interest payment reduction as required by investor guidelines. It also stated that I was denied the Covid-19 Standalone Partial Claim due to # # # Mortgage being unable to Verify that I live in the property as my primary address. Lastly, I was denied the XXXX XXXX XXXX, as # # # Mortgage could also not verify that I live in the property as my primary address. The only Modification I was approved for and offered was the Covid-19 Non- Occupant Loan Modification. I however, immediately contacted # # # Mortgage and informed them that I did indeed live in and have lived in the property as my primary residence since purchasing the home in XXXX of XXXX. I informed them that they made an error in presenting me the XXXX XXXX XXXX and I was told upon several instances that the corrected Loan Modification would be presented to me. In fact on XX/XX/XXXX, I and an XXXX counseling agent called on a conference call to formally explain the error. However, as of this date of XX/XX/XXXX, all I have received from # # # Mortgage have been stalling tactics via letters and phone calls that have not led to correcting the error. In fact now I have received a formal denial letter stating that I did not return the required documents in a timely manner. The letter states that my only option available now to stave off a foreclosure is a Short- Sale or Deed in Lieu. Please help me get this matter corrected and stop # # # Mortgage from taking my home by using these erroneous and aggregius tactics of falsely and possibly illegally denying my rights to a proper XXXX XXXX XXXX XXXX XXXX XXXX offer. Thank You.
Company Response:
State: CA
Zip: 93314
Submitted Via: Web
Date Sent: 2022-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage is our mortgage servicer. They purchased our loan from the original company we initiated the loan from. Our mortgage is escrowed for our taxes and insurance. We pay the payment each month on time and it includes the escrow amount. The property taxes were due on XX/XX/XXXX. PHH had money in the escrow account but did not pay the taxes. Both my husband and I have called the company NUMEROUS times as well as sent in letters by email and mail. Once someone from customer service does answer the phone they end up transferring us to an " escalation specialist ''. The escalation specialist tells us they are taking a look into the problem. The property taxes are now 62 days delinquent as of XX/XX/XXXX. We have accrued {$160.00} in penalties and fees. The money is sitting in our mortgage escrow account and has been all along. Each time we call we get the runaround but nothing ends up getting resolved at this point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 847XX
Submitted Via: Web
Date Sent: 2022-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Another piece of evidence that PHH operates above the law and actively participates in bad faith business practices. 1 ). On XX/XX/2022, I received ( via certified mail ) letter from XXXX XXXX XXXX c/o PHH ( see attached Exhibit A ) in response to my Loan Modification appeal ( " new '' loan modification monthly payment was an estimated double monthly payment - too high ). XXXX XXXX proposed a lower amount and gave me 7 days to respond ; 2 ). On XX/XX/2022, I emailed XXXX XXXX ( see attached Exhibit B ) stating that I received her letter on XX/XX/2022 and that my 7 day window started on XX/XX/2022 NOT XX/XX/2022 as listed on her said letter ; XXXX ). XX/XX/2022, I received an email from XXXX XXXX c/o PHH ( see attached Exhibit C : demanding payment by end of business XX/XX/2022 ( no listed payment amount or source contract depicting agreed to payment simply no payment amount ). Further, in the event that I didn't make said ghost payment " we will not review the account for a modification ''. I called XXXXXXXX XXXX ( XXXX ) XXXX and left a message on her voicemail ; 04 ). On XX/XX/2022, I did response within the timeframe to XXXX XXXX 's XX/XX/2022 letter ( see attached Exhibit D ). PHH is acting as a debt collector NOT a mortgage servicer who has been tasked to help homeowners, such as myself, through the complicated loan modification process. PHH continues to prolong and delay said loan modification process by 1 ). NOT having a single point of contact - I have never spoken directly with my " assigned '' XXXX XXXX. XXXX XXXX didn't send the aforementioned XX/XX/2022 email XXXX XXXX XXXX did. Who is XXXX XXXX? I have know idea as I never knew of her existence prior to XX/XX/2022 email. My loan modification paperwork has been lost and not mailed previously. During this whole process, I have had a active Trustee 's sale date over my head. I have had strangers coming to my home because of the Trustee 's sale date. I don't know if XXXX XXXX is an real estate attorney however that is dual tracking as depicted in California law.. PHH 's customer service reps are NOT qualified to deal with people 's homes. This has been nerve wracking and certainly not good for our mental health. I just want to keep my home, get an affordable loan modification and move forward from this financial hardship. I hope we are close to resolve this. I have also be approached by many real estate attorneys who are telling me PHH/XXXX have been sued many times for just what is going on with me here. Just search Consumer data base and you can see all the complaints against PHH/XXXX XXXX Again, I just an affordable loan modification payment and to be done.
Company Response:
State: CA
Zip: 92692
Submitted Via: Web
Date Sent: 2022-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mother entered into a reverse mortgage the company ( formally known as XXXXRMS ) and now PHH Reverse Mortgage. She died XX/XX/XXXX. I entered into a Covid forbearance while I was dealing with both my mom 's and dad 's estate ( I am their only child ). I also was directly affected by Covid and a temporary lapse in employment, so I appreciate the extension which expired on Jan 26, 2022. My main intent throughout this whole process was an heir payoff. PHH scheduled an appraisal on XX/XX/XXXX. And since that time ( as of today XX/XX/XXXX XXXX EST ), I am still waiting for my heir payoff. Without an heir payoff or related purchase agreement, I'm not able to start my process to close on this home which begins with the bank ordering their own appraisal. I have also repeatedly requested the loan origination documents and statement from inception of the loan to date for several months. I also put this officially in email writing on XX/XX/XXXX. My problem is I am unable to speak to anyone directly in the XXXX XXXX XXXX. I am also not able to receive an update on the loan origination and statement documents. The house is in foreclosure. But I'm repeatedly told by customer service agents when I call that there is : " no sale date yet '', " XX/XX/XXXX '' and " XX/XX/XXXX '' and " XX/XX/XXXX '' sale dates. Additionally, I am concerned with the documents my mom signed and the way this mortgage product was sold to her many years ago. I remember reverse mortgage brokers knocking on her and other neighbor 's doors, calling her incessantly and telling her to not discuss her reverse mortgage options with me. These products often disproportionately target low income minority home owners which I find unscrupulous and unethical. And many don't quite understand what they've signed nor the ramifications of their decisions after their passing, which is also why I've retained legal help to get some understanding on why I've never seen the documents I've requested and what is contained within them.
Company Response:
State: MD
Zip: 20720
Submitted Via: Web
Date Sent: 2022-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have a reverse equity line-of-credit mortgage that got assigned to Ocwen, which has now changed its name to PHH Mortgage. We have almost {$70000.00} available to draw upon. On XX/XX/2022, we submitted a draw request for {$15000.00} ( I have a contractor for home repairs ready to go when I get the money ). PHH says that the draw request will be processed within five business days of the request. On XX/XX/XXXX, I got a call from PHH in which they said they were confirming how to make a direct deposit in my checking account. Having received nothing, I called PHH on XX/XX/XXXX. The person I spoke with denied that I had make the request on the XXXX, and said that it had been made on the 21st, and that I would get the deposit on XX/XX/XXXX. Late on XX/XX/XXXX, having received nothing, I called them again. The person I spoke with said that my request had been received on the XXXX and that no one had taken action on it and she would put in for an expedited deposit. She said I should get it today, XXXX XXXX. My bank has received nothing today.
Company Response:
State: CO
Zip: 80021
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I HAVE BEEN UNDER ACTIVE REVIEW WITH THE UNDERWRITING DEPARTMENT AS OF XX/XX/XXXX MY FILE WAS DEEMED COMPLETE AND MY TRUSTEE SALE DATE OF XX/XX/XXXX WAS PLACED ON HOLD. I WAS TOLD BY XXXX THAT SINCE MY FILE WAS DEEMED COMPLETE AS OF XX/XX/XXXX I COULD EXPECT A DECISION NO LATER THAN XX/XX/XXXX. I HAVE BEEN CALLING TWO TO THREE TIMES A WEEK TO CHECK STATUS ON MY CASE. TODAY I AM TOLD I HAVE AN ACTIVE TRUSTEE SALE DATE OF XX/XX/XXXX. I ASKED WHY? CONSIDERING MY SALE DATE HAS BEEN ON HOLD BECAUSE MY CASE HAS BEEN UNDER ACTIVE REVIEW WITH THE UNDERWRITING DEPARTMENT AS OF XX/XX/XXXX. I WAS TOLD THE HOLD WAS LIFTED AND THE SALE DATE IS ACTIVE FOR XX/XX/XXXX. I ASKED WHY? AND THE REPRESENTATIVE SAID THEY DO NOT KNOW. IF I AM UNDER ACTIVE REVIEW WITH THE UNDERWRITING DEPARTMENT THERE IS NO REASON WHY THE SALE DATE IS NOW ACTIVE. UNLESS A DECISION HAS BEEN REACHED AND NO ONE IS TELLING ME WHAT THE DECISION IS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 939XX
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH Mortgage Services provides and files with the XXXX XXXX XXXX XXXX XXXX false and misleading information. I email a complaint to PHH mortgage services on XX/XX/2022 and never receive a reply. I email a different complaint to PHH mortgage services on XX/XX/2022, looking forward to hear from them. I have provided proper documentation to support my complaint. I am attaching both of my complaints previously mailed to PHH mortgage services to CFPB. PHH has not cancel the sale date of my home that is set for XX/XX/2022.
Company Response:
State: FL
Zip: 33157
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A