Date Received: 2022-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Early XX/XX/XXXX we got a marketing call from PHH Mortgage & their refinance sales team to work on refinancing our home. They explained we had plenty of equity to cash out and specially since we were great paying and had a XXXX Credit rating. Further the conversation they said it would remove our PMI quicker since we had a XXXX ( loan to value ) greater. Because of this call we contacted customer service and they explained we had to formally fill a form and request. We requested removal of the PMI after speaking with Customer service on XX/XX/XXXX. We submitted the form which was mailed to us completed and with fund. They confirmed cashing the funds for Survey we requested on XX/XX/XXXX XXXX XXXX XXXX. I asked if you had funds for over 4 weeks now ( today is XX/XX/XXXX ) why did we have to call and escalate to get the survey? No answer only we understand your frustration. I asked when will this be resolved? XXXX said my earlier call to escalation XXXX XXXX would take 5 days to get the PMI company to answer! So I asked will the survey be done within those 5 days. No answer. Recap : Over XXXX week and not a call or letter to schedule the survey to remove the PMI. When we called in XXXX they noted customer did not verify acct but no about our call asking to confirm receipt fo the payment for PMI removal & survey. The person they claim took the call was XXXX XXXX please forgive spelling as what was given ). We called again today to ask ( XX/XX/XXXX ) and they would not tell us status so we ask to escalate. The escalation XXXX. XXXX said it would take 5 more days to find out where our claim to remove PMI Insurance. They are dragging their feet because we are simple people, minorities that can not affor a lawyer! We would sue them for lack or proper attention to our PMI charges. The house is valued at this time over $ XXXX and the loan is down to {$210.00}. A 70 % where at 80 % they should have removed the PMI.
Company Response:
State: FL
Zip: 34744
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage in bad faith locked my account to make online payment, after they already approved me to do so in XX/XX/2021. They also alleged that my Prior mortgage company, XXXX Mortgage contacted them to extend my deferment, in which XXXX did not. PHH Mortgage marked my account Delinquent, the Deferment Agreement with XXXX stated this would not happen as long as I make my payment in full for the 90 day deferment. PHH Mortgage did not honor this and marked my account Delinquent in Bad Faith. After Locking my account they requested me to sign a Mortgage Amendment which is open ended to allow them to charge fees for any payment type, and does not state in the amendment a fee waiver for online payments, their website mentions this, but is not in the contract to be Legally Binding. The Amendment also has one that signs it agreeing to any document execution or making now or in the future, in which how can one agree to an unknown document to be binding to all parties in the future without out a review and consideration what the unknown document. This type of Amendment is Illegal and violates State of Texas Laws and Regulations under the Texas Finance Code Section 392, and goes further in Section 392.303 ( a ) ( 2 ) A ) PHH alleged my account was Delinquent, in which it was not ; they purchased My Mortgage from XXXX and they accepted payment of {$2000.00} on XX/XX/XXXX. 2021 in which that was PHH 's 1ST Payment after purchasing the Mortgage. B ) PHH without my consent Extended my Original SIGNED 90 DEFERMENT REQUST WITH XXXX, for another 90 days, with out My Written or Verbal Agreement. EVEN After PHH called me TWO to THREE TIMES a WEEK FOR XXXX WEEKS asking if I will make my payments starting in XXXX ( These calls were in XXXX Mornings and Afternoons Week Days and Weekends ) ; I informed them I did not need an Extension on every call ; after my 1st online payment they stopped calling me, PHH STILL MARKED MY ACCOUNT AS DELIQUINT in BAD FAITH. C ) They sent an open ended Mortgage Amendment and Informed me I have to sign this in order for them to accept online payment, after I already was approved for this prior to XX/XX/2021, in BAD FAITH they Locked me Out of MY Account ; ( 1 ) Section 2 of the amendment just has a maximum fee they can charge as stated for any type of payment ( 2 ) Section 3 of the amendment sates that there may be additional fees for any type of payment ( 3 ) Section ( 7 ) states that the signee agree to any additional document now or in the future after signing this Amendment ( 8 ) Nowhere in this amendment does it state that fee would be waived if the amendment is signed and online payments are made. This Amendment is In BAD FAITH and Only BENEFITS PHH MORTGAGE, in which this is Amendment is void and illegal in the State of Texas. D ) The State of Texas Views this Amendment as a Violation to States Laws and Regulations : TEXAS FINANCE CODE Section392.303 ( a ) ( 2 ) PHH Mortgage is well aware of this due to the many complaints and Class Action Lawsuit against them ; yet the forced me into an unwanted deferment, marked my account as delinquent when it was not, the XXXX Deferment Agreement states my account would not be marked Delinquent, and then PHH in Bad Faith Locked my account after receiving 2 on time payment for no reason other that trying to charge a fee, and Strong Arm me into Modifying my Mortgage with PHH in BAD FAITH ( E ) Phone calls two to three times a week for 3 weeks Violates TEXAS FINANCE CODE : Sec . 392.302. ( 4 ) HARASSMENT ; ABUSE : ( 4 ) causing a telephone to ring repeatedly or continuously, or making repeated or continuous telephone calls, with the intent to harass a person at the called number. This Occurred immediately after they purchased my mortgage Throughout the month of XXXX, 2021.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75217
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, Complaint XXXX has not been resolved and situation has become worse. XXXX taxes now 3 months delinquent. Previous complaint was that taxes due on XX/XX/XXXX were not paid out by my mortgage company. As of XX/XX/XXXX they have still not been paid. In XXXX, PHH mortgage accepted an electronic payment on my account but did not " apply '' it. So I then saw in XXXX that they had my account as 33 days overdue and my auto payment had been turned off. On XX/XX/XXXX, I spoke to PHH and was told the XXXX payment would be applied in a few days but that I would need to do a one time payment for my XXXX mortgage. As directed by XXXX, on XX/XX/XXXX, I did a one time payment on the phone with XXXX. Today, XX/XX/XXXX, I see a payment deduction from XX/XX/XXXX of {$1600.00} AND on XX/XX/XXXX a payment deduction of {$1700.00}. My mortgage payment has been deducted now twice. HOW MANY PEOPLE CAN AFFORD THESE KIND OF MISTAKES? FYI : My taxes due in XX/XX/XXXX, were paid 4 months late. I am desperate for some help with the poor service and record keeping of a company that gets business from XXXX XXXX. PLEASE HELP ME thank you XXXX XXXX
Company Response:
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Signed and purchased house XX/XX/XXXX with XXXX XXXX. Husband lost job due to Covid in XX/XX/XXXX. Contacted XXXX Mortgage before my XXXX payment was due and they said the only option would be to do forbearance. Since I was not past due I could do 3 months and extend if necessary then I would be able to defer to end of loan. Mortgage company was then transferred to new mortgage company PHH Mortgage end of XX/XX/XXXX. Scheduled first call with Relationship Manager XX/XX/XXXX. Received call for another rep. saying my Relationship Manager was busy but he wouldn't give last name only id #. He said I couldn't stop forbearance and would need to remain on forbearance. Couldn't setup account online to make payment. 10+ scheduled appt with Relationship Manager and received another rep each time only giving first name and id #. Requested supervisor or management contact me many times. Was given incorrect information every phone regarding my loan. I have documented every conversation with dates, times, person name, id # and incorrect information given. Also have a box of letters from PHH with mismatched information, some even dated same date received by mail on a separate date saying two different things/information regarding my account. Was told would need to do loan modification application but a rep submitted wrong application and was denied. Had another rep submit the correct loan modification application and PHH came back and said I have a judgment or lien on house from XXXX XXXX dated XXXX. I do not have any debt with XXXX XXXX. Verified with XXXX XXXX and by running my credit report. During this I was finally told I could start making my monthly payments by phone for XX/XX/XXXX. Went to make XX/XX/XXXX payment by phone and was only given option to pay total amount owed of XXXX even though I attempted to stop the forbearance back in XX/XX/XXXX. I have emailed PHH requesting a transcript of all phone conversations with the many different reps over the last 6 months. Have another scheduled appointment tonight with Relationship Manager but at this point I'm not even sure this person actually exists. I have hours and hours of time missed from my job because of each conversation with PHH being over an hour long with never getting resolutions.Please help.
Company Response:
State: TX
Zip: 75043
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Phh Mortgage/XXXX XXXX is the mortgage company I am dealing with for an insurance claim with water damage and construction. There is an escrow account because the insurance funds were endorsed to me and the mortgage company. The initial check of {$57000.00} was sent to the mortgage company and endorsed by myself and my public adjuster ( endorsed as directed by the bank, and in the same way the public adjuster has endorsed thousands of checks, including checks I have been able to deposit to my own accounts for housing loss of use without any problem ). The mortgage company first received the check on XX/XX/XXXX. Construction and demolition started XX/XX/XXXX. After a lengthy argument and multiple phone calls they would not accept the endorsement, sending it back on XX/XX/XXXX, received XX/XX/XXXX. I followed the mortgage co instruction for how they wanted the endorsement corrected and sent it back overnight mail for {$40.00} to be received XX/XX/XXXX. Once again they refused to accept the endorsement. I had the mortgage company and the owner/authorized signer/public adjuster on the phone together and they still refused to accept the check as endorsed giving different instruction for how they wanted it endorsed. Once again I received the check back and overnighted it again, which they indicate was not logged as received until XX/XX/XXXX. In the meantime I received another check for {$7200.00} that I sent in for endorsement by the mortgage company. I requested an inspection anticipating 5-7 days to schedule as outlined by the mortgage company on XX/XX/XXXX since our contractor anticipated 6-8 weeks construction or less. By making phone calls to the mortgage company every day, they finally released {$40000.00} which was received on XX/XX/XXXX. It took until XX/XX/XXXX and daily phone calls to get an inspection done to get the next funds released. My contractor had to slow work until I could provide more funds. On XX/XX/XXXX the check was mailed and I requested another inspection. Another check for 60 % of the work complete was received on XX/XX/XXXX. Again, there was a delay and it took until XX/XX/XXXX to get an inspection which indicated 90 % of the work was complete, therefore the rest of the funds should be released. As of today XX/XX/XXXX the funds are still being held and are supposedly pending the " inspection results '' which per the inspector were sent the same day as the inspection. They have approved an " emergency fund release '' of half of the balance to be sent today, but the remaining $ XXXX is still not released. The construction is wrapping up this week and PHH. Mortgage/XXXX XXXX are holding the funds hostage. These ongoing delays and inappropriate handling of funds is not acceptable, yet there is very little recourse that I seem to have to do anything about it. DO NOT work with PHH/XXXX XXXX if you want a fair and effective mortgage company.
Company Response:
State: CA
Zip: 93065
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: THE LAST 5 MONTHS HAVE BEEN A NIGHTMARE. MY LOAN HAS BEEN TRANSFERRED SERVICING IN THE MIDDLE OF MY LOAN BEING REVIEWED AS TO WHY I AM BEING FORECLOSED ON. I HAVE NO IDEA AS TO WHY I AM BEING FORECLOSED ON. I HAVE ASKED FOR A PAYOFF DEMAND SO I MAY SEE WHAT IS IT THAT I SUPPOSEDLY OWE AND AM YET TO RECEIVE ONE. I WAS JUST INFORMED MY LOAN WENT PHH REVERSE MORTGAGE TO XXXX AND NOW XXXX TELLS ME THE LOAN WAS TRANSFERRED TO PHH REVERSE MORTGAGE. I HAVE BEEN TRYING TO SETTLE THIS MATTER BUT BECAUSE I AM ELDERLY THESE PEOPLE ARE TAKING ADVANTAGE OF ME AND TRANSFERRING MY LOAN FROM ONE PERSON TO THE NEXT WITHOUT RESOLVING MY MATTER.
Company Response:
State: CA
Zip: 93309
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying repeatedly to reach a resolution with Ocwen Mortgage, PHH Mortgage and XXXX to no avail all of the above mentioned companies have consistently LIED, about my legal status regarding my RIGHTS towards the property. I was repeatedly told that it was absolutely nothing that I could do as for as trying to keep the house. I asked could I Refinance the answer was NO. I asked could I file for bankruptcy protection I was given an astounding double NO. I was told that my name was on the Deed, but not on the mortgage. I decided to talk to a nonprofit group. I found out that the mortgage companies and their workers had repeatedly LIED. The mortgage company knew that I could not afford legal representation, I was self teaching myself. I was backed into a corner. I was only about {$4000.00} dollars in debt. I have been reported to the credit reporting agencies.
Company Response:
State: LA
Zip: 708XX
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to COVID I was not employed when I was able and ready to return to work my only child was XXXX in XXXX of 2021. The mortgage is held with PHH/ XXXX dont understand the difference. When I was allowed to be in deferred status I requested every month to have the loan be process for a modification due to the fact that my son was XXXX and he assisted me with my financial support. I was repeatedly informed that there was no need to start the process until the deferment period ended. ( The Loan is in my mothers name XXXX XXXX I am the POA have been for over 15 years ) I asked repeatedly if they were part of the California mortgage relief funding program I was lied to and was told yes. After the program was finally available in California I applied to my horrible surprise I was informed that I would not be able to receive help because PHH is not part of the program. Due to their on going deception I have lost valuable time to seek assistance to maintain my home. I have been a emotional wreck since the XXXX of my son which they are well aware of due to the fact I was asked to submit a statement. Why would PHH lie. XXXX XXXX XXXX
Company Response:
State: CA
Zip: 94531
Submitted Via: Web
Date Sent: 2022-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted the mortgage company and asked them to remove the monthly Private Mortgage Insurance since my home is under 78 % loan to value. I received a letter from the company that stated I need to have the loan with them for at least 2 years before they will consider removing the monthly Private Mortgage Insurance from my loan.
Company Response:
State: UT
Zip: 84118
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I enrolled on auto pay several years ago and it had been working fine until recently when I had the need to switch financial institutions. On XX/XX/2021, I informed PHH Mortgage that the auto pay needed to be changed to a new financial institution. I informed them via online through their website and also by phone, speaking with an agent. For the next two months including the present, this mortgage company has failed to make the changes and have continued to submit the auto payments to my old financial institution which has declined to make the payments and returned them. Every time they return the payments, PHH mortgage re submits them and once again I get charged fees. I have spent countless hours on the phone with them trying in vain to rectify the situation. I get put on long holds and when someone live talks to me, it is very hard to communicate due to the agent 's limited english language skills. Their website is inefficient and has likely not been updated, not allowing the consumer to conduct any business in it. I have spoken with several " agents '' who have promised me to take care of the issue but the problems still persist. My old financial institution has not been of much assistance either and has only reversed some of the fees but not all.
Company Response:
State: CA
Zip: 92656
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A