Date Received: 2021-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We refinanced a loan that closed and paid off PHH Mortgage on XX/XX/2021. The payoff statement was issued XX/XX/2021 which showed that we had not made XXXX 's payment yet as we were anticipating a closing soon. When we realized that we weren't going to close until the end of the month, we went online and made the house payment on XX/XX/2021 ( attached ) The payoff statement indicated that payment had not been made and was included in the total ( attached ) that was sent in as the total payoff. After initially calling about hem additional payment being refunded, we were told that they would go through the account and issue a refund within 20 days. On XX/XX/2021 we received a check for the escrow balance only, it did not include the additional payment as we'd been led to expect. After another call this morning trying to get it resolved, it was obvious that the call center person I was speaking with had zero clue what to do and made multiple attempts to transfer me to some other department. Finally, he gave up and asked for my information for an escalation specialist to call me back. I have zero confidence in this company to resolve the issue at this point and would like to get some assistance from your agency.
Company Response:
State: FL
Zip: 33713
Submitted Via: Web
Date Sent: 2021-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH mortgage company paid XXXX taxes for XXXX and refunded the amount left escrow to us. When we called the customer service line they stated the escrow department does not take calls and gave us an email address. We sent correct tax statements to PHH that we ourselves found on the XXXX XXXX tax website and informed them of what they should have done. We informed PHH of their mistake, gave them the correct documents that they should have had and done themselves. PHH then stopped communicating with us. We have been unable to get ahold of any one in the escrow department since XXXX XX/XX/XXXX. No one will return our emails or even call us. I have called the customer service department and all they can tell us to do is look online and check our statements. We want someone to talk to us take the check back they sent us to correct the now deficit in our escrow account that their incompetence created.
Company Response:
State: TX
Zip: 78254
Submitted Via: Web
Date Sent: 2021-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: PHH mortgage is reporting incorrect information to the credit bureau concerning my monthly payment. They are reporting my regular monthly payments are XXXX when they are XXXX. I have tried to talk to these people, but they insist they are not, and will not change this. I once had an escrow with PHH, and they did everything in their power to make me have an escrow account with them during the time I had my own mortgage insurance. Now they are saying I have an escrow account with them and the monthly payments are XXXX. This is not true. They are also saying I owe a balance on the escrow when I had them to close it because they were asking me to send them XXXX dollars a year just to sit in an account for mortgage when my yearly insurance premium is only XXXX. So they are reporting this to the credit bureau, which means if my monthly mortgage is XXXX, and something happens to me, and my XXXX are left behind to pay this mortgage, or pay it off, or even if I decide to pay this off in a lump sum, this will be a problem. If they insist on saying there is a balance on an escrow account, why aren't they saying " previous escrow balance '', and not add it in the mortgage to reflect a increase in my regular monthly payment.
Company Response:
State: MS
Zip: 396XX
Submitted Via: Web
Date Sent: 2021-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: took payment out of checking they did not have authority to do. mortage was transferred from different lender. last lender paid taxes but current company also paid. changed payment amounts to pay escrow shortage been calling for 3 months got hung up on, and sat on hold for XXXX minutes. they know of over pay but will not change.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2021-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This mortgage servicer XXXX mortgage has AGAIN threatened me with foreclosure. This is my XXXX complaint to your bureau. They have again re-added my late husband 's name to the correspondence ( he died 9 years ago ) causing me additional stress. After numerous correspondence, faxes, telephone calls and complaints there seems to be no way of getting them to stop harassing me short of my suing them for damages for my time, effort and costs of responding over and over and over again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2021-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Has Locked My account from making payment to my Mortgage ILEGALLY, I can not make a payment on their Website. They Have me in some Mortgage Deferment plan I DID NOT REQUEST TO BE IN, THEY ENROLLED ME WITHOUT MY CONSENT, NOR ANY DOCUMENTS SIGNED BY ME TO THEM, NOR ANY REQUEST FROM ME TO THEM, NOW THEY HAVE LOCKED THE ABILITY TO PAY FOR ME TO PAY MY MORTGAGE FOR NO VALID REASON. Get this Company to UNLOCK my ACCOUNT NOW THIS COMPANY IS ATROCIOUS AND TREATS THEIR CUSTOMERS LIKE GARBAGE. THEY LOCKED MY ACCCOUNT AFTER MAKING PREVIOUS PAYMENTS ONLINE, I CALLED THEM XX/XX/2021 SPOKE TO EMPLOYEE # XXXX, THEN TO THIER MANAGER OPERATOR ID # XXXX SAYING THAT THEY NEED TO SEND A FORM TO ALLOW ONLINE PAYMENT AND TRIED TO CHARGE A PAYMENT OVER THE PHONE FEE. THIS IS A SCAM. THEY MADE NO EFFORT TO CALL, EMAIL, MAIL, or SEND A NOTICE TO MY ONLINE DOCUMENTS ON THEIR ACCOUNT WEBSITE. THEY SAID THE LAST MORTGAGE PROVIDER REQESTED AN EXTENSION OF MY 90 DAY FORBEARANCE, THIS IS NOT TRUE DUE TO I WOULD HAVE TO SIGN A DOCUMENT OR MAKE A REQUEST, I NEVER REQUESTED AN EXTENSION. THEY CAN NOT PROVIDE ME A COPY OF THIS ALLEGED EXTENSION REQUEST. THEY REFUSED TO SEND THE FORM BY EMAIL, OR TO MY ONLINE DOCUMENT CENTER ON THEIR WEBSITE, THEY SAID THEY CAN ONLY SEND IT BY MAIL. NO PHONE CALL, EMIAL, NOR LETTER WAS EVER SENT ABOUT A PHYSICAL DOCUMENT NEEDED FOR ONLINE PAYMENTS ; I FILLED OUT THEIR ONLINE CONSECT FORM in XX/XX/2021AND ADDED MY CHECKING ACCOUNT INFORMATION ( https : //phhloansphereservicingdigital.bkiconnect.com/phhm/ # /payment ) AND THEY ACCEPTED IT AND ALLOWED ME TO MAKE ONLINE PAYMENTS FOR XXXX AND XXXX, NOW THEY ARE RENEGGING THEIR AGREEMENT FOR ONLINE PAYMENT FOR NO VALID REASON. They Need to STOP THIER ILLEGAL ACTIVITES ON MY ACCOUNT BEFORE I TAKE LEGAL ACCTION AGAINST THEM. THEY ALREADY HAVE A CLASS ACTION LAWSUIT FOR THESE ACTIONS THEY ARE DOING TO ME.
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: 2021-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello, My complaint is for PHH mortgage Florida. I have had a reverse mortgage with the company for 10 years. I started a refinance this year with a separate company and needed to obtain a payoff letter. On XX/XX/XXXX : my lender submitted a request to obtain a payoff letter. I signed the necessary documents and my lender submitted the payoff request. PHH mortgage was unresponsive. I called in behalf of my lender on XXXX and requested a payoff letter. The customer service representative told me I needed to email the request to a specific payoff email. I submitted the request o nXXXX and received a confirmation email stating that my request was received. The email stated 3-5 days was the expected time for a payoff letter. In XX/XX/XXXX I asked for the status of the payoff and was told that my mortgage was transferred to PHH Florida. I called the PHH Florida service number and was told that due to the amount loans being transferred there were traffic jams with the payoff requests. I told them I had a closing scheduled on XX/XX/XXXX they said they could not guarantee the payoff by that time. On XX/XX/XXXX I called and was told that they had 10 business days according to Illinois law. I had to delay my closing. In XX/XX/XXXX I called and asked the status of the payoff request and was told again that PHH had 10 days to give me the payoff according to Illinois law. The date is now XX/XX/XXXX and it has been 10 business days. I still have not received my payoff letter and I was forced to relock my loan rate. I am XXXX XXXX XXXX and I feel this company is taking advantage of elderly people by holding payoff letters to not allow refinancing. Regards, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60056
Submitted Via: Web
Date Sent: 2021-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I had a mortgage with PHH Mortgage. This loan was in my name and my ex husband 's name. During our divorce the title was signed over to me, but his name remained on the loan because the house was underwater and I could not get his name removed or refinance the loan. There was an impounds account for the taxes and insurance. When the home sold, there was a balance of {$6000.00} owed to me from this impounds account. I received a check for this amount made out to my ex husband and myself. I was unable to cash this check as it is a two party check and we do not share a bank account anymore. I called PHH and was told that I would receive a check made out in my name only as PHH had a copy of the divorce decree and the transfer of title signed by my ex when he signed the house over to me. I never received this check and called again. Once again I was told that they had the information they needed to issue a check in my name only. Another month went by and I called PHH again. I was told I need to get my ex husband to write a letter to them releasing the funds to me and he has to have it notarized. I have never received any communication from PHH on this matter at all. They have had my money for over 3 months now. The home sold in XXXX and I am being told that they will research it and get back to me. Because of the holiday it will be another couple of weeks before they said they will call me back. I was not even given the address to send in a letter to. This is not a priority for my ex husband and we do not have a good relationship, I do not know if I will be able to get him to write a letter and get it notarized. He shouldn't have to do that anyway. There are legal documents showing that the home was signed over to me in the divorce. PHH has all of these documents on file. They even have documentation showing that my ex was very difficult when I was trying to work out a loan modification a few years ago. I fail to see how a notarized letter from my ex would supersede court documents showing that the home was titled to me. The title company did not have an issue with the court documents and I received the proceeds from the sale with no issue. PHH has been holding my money and made no attempt to contact me or my ex in regards to these funds at all.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2021-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for the COVID Act for mortgage relief. I started XX/XX/XXXX, in XX/XX/XXXX I started the modification process, I am still trying to complete my modification. Each time I submitted required documents, PHH Mortgage bka Ocwen Mortgage would require additional documentation that was never initially included. This has gone on for months. The latest incident, I was asked to complete a marriage affidavit after my modification was in review to be completed. First I am not married and my parents are on my loan, so I know it was for parents however, they have for 50 yrs, why would you need an affidavit as if something has changed. So this has once again delay my modification process. They sent me the copy of the modification as if I received it before but I had not, once I opened the document it had my name and account number noted on the form but there was someone's address on the form. They encouraged me to sign it however I would not because my address was not listed on the required document that they claim I need to sign for my modification. Now I have to wait 10 days to get the corrected document which again delays the process of completing my modification. PHH Mortgage bka Ocwen Mortgage has done a horrible disservice for the mortgage industry and home owners. I have been stressed out for months to get this modification complete.
Company Response:
State: TX
Zip: 75070
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted PHH mortgage numerous times to correct the anticipated tax disbursements for XXXX. This information needed to be corrected for my escrow. My escrow should be calculated on a total tax of {$7200.00}. For starters, PHH had the disbursements wrong, which could have negatively impacted my escrow. The original disbursements they had were for {$1800.00} in XX/XX/XXXX and {$5300.00} in XX/XX/XXXX. They modeled this strictly from the payments they made in XXXX, which were lopsided, due to my not being allowed to have a homeowners exemption this year. I just purchased the house last XX/XX/XXXX, which had both homeowners and senior exemptions for XXXX. I was paying an anticipated {$8900.00} into escrow for taxes based on the XXXX taxes without exemptions. Therefore my property taxes actually decreased. Taxes for my county are always paid a year in arrears. The way my county operates, you pay 55 % of the previous total tax bill in XXXX, then you pay the remainder in XXXX or XXXX. That is when exemptions are applied, or in my case taken away. I have had to contact this company numerous times about my tax payments, as they were going to send the wrong amounts for both payments. In both cases in XXXX, then again in XXXX, I had to send them a copy of my tax bill and tell them to pay the correct amount. On top of that, I was charged a {$7.00} fee for doing so. This is something they were messing up. I should not have to pay a fee for their screw ups. PHH only corrected my first disbursement, but left my second disbursement at {$5300.00}. Even though my total tax is stated in my account and on my tax bill to be {$7200.00}. So, on XX/XX/XXXX, I faxed a letter to the tax department stating that the first disbursement should be {$3900.00} and the second should be {$3200.00}. I also faxed the tax bill and circled on the tax bill the total tax of {$7200.00}. Based on an email I received on XX/XX/XXXX, PHH stated that they corrected the first disbursement payment and sent it to escrow for my escrow analysis. What they sent to escrow was a first payment of {$3900.00} and a second payment of {$5300.00}, leading the escrow department to supply a statement on XX/XX/XXXX increasing my escrow based on approximately {$9300.00} in estimated taxes. I have already been paying {$8900.00} into escrow for taxes that ended up being {$7200.00}. So my payment should not go up. My taxes are not going to increase $ XXXX, and escrow is supposed to be based on total tax on the tax bills. Also, I did not get the message in my account that this happened until XX/XX/XXXX. On XX/XX/XXXX, I also sent a letter to the escrow dept stating that my escrow for taxes should go down to {$600.00} a month from the {$740.00} that I have been paying. Again this is based on my taxes being {$7200.00} and not {$8900.00}. I have tax bills that say {$7200.00}! I have asked numerous times to be allowed to communicate with the tax and escrow departments. I am always brushed off. I was supposedly sent to an escalation manager, but my emails were never answered promptly and my letters were apparently ignored. I spelled out the monetary details with bills very clearly. If this does not get fixed and its been over a month now, I will have to look into refinancing my house at a higher rate just to get away from this mortgage servicer. I have already talked to other lenders who confirm that PHH is not calculating my escrow appropriately and need to calculate it according to my last known total tax which is {$7200.00}, and what was paid out. My estimated tax is not {$9300.00}! One last complaint, I was on the phone with a PHH rep back in XXXX who was in the park. I could hear he was outside, and I asked him where he was. I let him know I was concerned about the security of our phone call and my information with him being outside in the park.
Company Response:
State: IL
Zip: 60803
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A