Date Received: 2023-11-16
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: On XX/XX/2023 I made my last payment to PHH Mortgage Services https : //www.phhmortgage.com/ They have been holding my money and not applying is to my last principal balance of {$5500.00}. I sent them {$5600.00} which shows they are holding in a suspense account since XX/XX/2023. Thank you for your time and assistance in resolving this issue. Best regards, XXXX XXXX
Company Response:
State: CA
Zip: 95008
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: XXXX XXXX tax collector charging scam fees to submit tax bills which were already submitted by homeowner
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 189XX
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: PHH mortgage responded to our previous complaint with information that was untrue such as stating that the modification application process was delayed due to a change in the account holders employment. None of this has been the case. We have been attempting to resume payments on our loan through this loan modification application for the better part of this year. Following our previous complaint, we were told to submit our bank statements yet again, we complied by the requested due date and received a letter yet again stating that we had not submitted our documents. We called, confirmed that they had in fact been received and were told to submit these documents yet again ( as we have for the last 4 consecutive months ). We need assistance as PHH is not being honest about their treatment of us as customers or their inability to honestly process our application and documents.
Company Response:
State: FL
Zip: 33881
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My dwelling insurance policy must be paid by XX/XX/XXXX for {$910.00} ; otherwise, the policy will be canceled. I spoke with PHH mortgage ( Loan number : XXXX ) and requested that payment be made by XX/XX/XXXX. The agent stated the payment was made by PHH mortgage on XX/XX/XXXX, but it was not credited to the insurance, and the agent could not tell me how the payment was made. She said she would request another payment by wire and call me back with an update. She called me several days later but could not verify the payment was made. I contacted the insurance company on XX/XX/XXXX to request the status and they stated PHH did not pay the insurance and it would be cancelled the next day. I called PHH again on XX/XX/XXXX and asked for the status. PHH stated a wire would be made and it paid after XXXX business days after. PHH would have failed to pay the outstanding payment to the insurance company in time, and I paid the outstanding balance of {$910.00} on XX/XX/XXXX since PHH failed to clear the payment as required by the XX/XX/XXXX deadline. On XX/XX/XXXX, I received a call from PHH stating they paid on XX/XX/XXXX and that the insurance company did not accept payment electronically. This took XXXX days to find out, and PHH did not attempt to close the outstanding balance, even though they stated they made multiple payments after XX/XX/XXXX, which they did not verify. I asked what steps they took to ensure it was paid in time, and they stated the payment on XX/XX/XXXX was their only obligation, and it was my problem that the insurance company required payment by check, and they would not take any steps to address it, and it was my problem. I spoke to them again on XX/XX/XXXX, and they still could not confirm whether a payment was made and would not pay me back after I made the payment to the insurance company, saying that it was not an option for them to pay me back. I would need to ask the insurance company for payment. How could I ask the insurance company for my payment when that was the only payment credited to the account?
Company Response:
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: The law firm assisting me with my mortgage issues, submitted a financial package to be reviewed for all options including, but not limited to a loan modification, XXXX modification and partial claim, and stand-alone partial claim. The financial package was submitted to PHH on XX/XX/2023. My law firm followed up with PHH on XX/XX/2023 and was told that a letter went out that they need XXXX pay stub dated within the last 90 days to make a complete financial package. They confirmed that once this document was received, the foreclosure would be placed on hold while my file was in review. I sent my XXXX most recent pay stubs ( even though they only requested XXXX pay stub ) to my law firm who emailed them both to PHH 3 times in pdf format on XX/XX/2023. My law firm followed up with PHH on XX/XX/2023 and the rep confirmed they received both pay stubs. My law firm followed up again with PHH on XX/XX/2023 and were told that the foreclosure was still active, that neither of the XXXX pay stubs were legible, and that they would need to be resent. My law firm confirmed with PHH that they were looking at the exact same PDF that they emailed on XX/XX/2023, which they confirmed they were looking at the same. I reviewed the PDF with my law firm that they sent to PHH and it is completely legible! Every word and number on the page is able to be seen without issue. If you zoom in, everything is even easier to read. My law firm explained to PHH that a PDF document doesn't change or become less legible when emailed so there is no way for it to be illegible to PHH and legible to the law firm and me. I sent my law firm my most recent pay stub on XX/XX/2023 and they emailed it to PHH 3 times that same day. When my law firm followed up with PHH yesterday, XX/XX/2023, they were told that the pay stub was received, but the file was still not deemed complete. They also said that a sale date is now set for XX/XX/2023 and they couldn't guarantee the foreclosure would be placed on hold or the sale withdrawn due to the sale date being within 37 days. This is completely unacceptable! I have attached the exact pay stubs that were provided to PHH back on XX/XX/2023. You will see that everything on the page is legible enough to make out all the words and numbers on the page. If you zoom in, they become beyond easy to read and see. My file should have been deemed complete and the foreclosure placed on hold no later than XX/XX/2023 as PHH said would happen. The sale date never should have been set! My hardship is over and I can afford my home and I am ready to get back to making payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45840
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Upon receipt of my last complaint, the company made a XXXX of adjustments that make no sense on my account which reflected in an alert from my credit company that my account balance has now increased. At no point in time should this balance have increased as it was on XXXX XXXX withdrawals and XXXX XXXX payments. This has now impacted my credit and PHH continues to make it worse in their review and audit of the account and escrow.
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: Like many I am experiencing severe difficulty with my mortgage, right now I can afford my monthly payments as I have XXXX family members who are living with me that will enable me to meet my obligations. I realize that all I need is fir the past due to be put in the end and ask fir a fresh start. PHH has been decent with me in the past but now they are not communicating with me or really trying to help. The relationship manager dies not even contact me, as I feel that someone is trying to steal my home and leave me homeless. PHH received alot of funds during covid and thats great but they have a XXXX XXXX XXXX citizen to help and I am begging u to help me keep my home
Company Response:
State: NY
Zip: 11763
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Second Mortgage on home matured from PHH Mortgage company in XX/XX/XXXX. Company is reporting missed monthly mortgage payments of XXXX dollars on my credit report monthly which is incorrect Additionally in the beginning company was also falsely reporting that this was a 30 year mortgage which it was a 15 year mortgage. Company also falsely reporting the wrong past due amount monthly on my credit report. This was a balloon loan and it is not being reported as such. The false reporting is not allowing me to refinance my mortgage because it looks like I missing monthly mortgage payments instead of a balloon payment. Additionally in XX/XX/XXXX I applied for a refinance with XXXX mortgage and on numerous occasions told I was approved for refinancing but only to be denied due to there own company falsely reporting that I missed a monthly mortgage payment in XXXX of XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Effective XX/XX/, XXXX XXXX transferred my mortgage to PHH Mortgage. I paid my XXXX mortgage payment on XX/XX/XXXX. My XXXX credit report shows that I have a new account with PHH and that I have a missed payment with PHH and that my mortgage balance is now {$1900.00} higher and that I have two mortgages. This lower my score in the double digits. PHH also shows that I have a 40 year mortgage when I only have a 30 year mortgage. This was reported to XXXX on XX/XX/XXXX. I need XXXX XXXX to report my account closed, and I need PHH to correct my mortgage term, my account balance and my mortgage term, and that I don't have a missed payment. I also need my payment reduced. I had an escrow shortage with XXXX XXXX that was spread out over 24 months with a mortgage payment of {$1600.00} that has jumped to {$2100.00}. I am on a fixed income that is net $ XXXXmonth. I believe that that, because I have so much equity in my home, they want me to foreclose. A friend of mine won a XXXX XXXX lawsuit against Ocwen, which is the parent company of PHH, due to fraudulent practices and XXXX XXXX has the same practices. XXXX XXXX added {$5000.00} to my balance with no explanation and I can't get to the bottom of this with either lender. Please help me.
Company Response:
State: IL
Zip: 60506
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-11
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: I had family issues and COVIDS issues which caused me to ask for COVID assistance to get my finances in order and to help elderly parents. I asked for one last extension with PHH but was not told that I exhausted the COVID relief benefits. However, PHH really didn't harrass me other than asking for documentation for the modification. I submitted all the financial documents and asked that I resume payments on the XXXX of XXXX. I attempted to make a payment on the XXXX of XXXX only to be told that at the moment, all prior payments needed to be made in order to make a payment. Meanwhile, a notice of default was sent to me. My understanding was that I was not obligated to make payments while the modification was in process. When I rang about not being able to make a payment, I was told that the modification was denied yet no one communicated that to me via email or in writing. A week later, I did receive the denied of modification. One reason was that the mortgage load was greater than 90 days delinquent and the investor did not allow modifications. Why on earth was the paperwork and application requested then? Such incompetence. PHH calls and never leaves messages even though time after time again, they have been told to leave messages. I was assured that they always do-which they don't. Also, they can email me adverts but never can they email me documents such as the modification denial. I'm very frustrated with PHH. I was told that I have to wait to talk to my relationship manager to divide the 4 months payments up over twelve months to include with my monthly mortgage payment. However, nothing can be done until the " program '' is approved by the relationship manager. I can not talk to the relationship manager until the end of XXXX. Is PHH trying to force me into foreclosure? I feel like that. I'm simply trying to resume paying my monthly mortgage payment and roll in the miss payments back into the loan. Everything-processing, call center, etc. is in XXXX. They do not seem responsive. They still call occasionally and do not leave messages. I do not feel like I'm getting the complete picture with PHH. Since the modification was denied, why didn't the letter give me payment options so I could resume making my monthly payment? Why wasn't it emailed? I'm just over PHH.
Company Response:
State: CA
Zip: 92116
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A