Date Received: 2021-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had the same loan servicing issues multiple times with PHH Mortgage Servicing. I am including screenshot images to my complaint today regarding the issue. I logged into my PHH Mortgage account today, XX/XX/XXXX, at approximately XXXX EST to make an online payment on my loan account for my XX/XX/XXXX payment. The scheduled date of the online payment automatically defaults to tomorrows date, XX/XX/XXXX. When I click on the calendar icon located in the field titled Payment Date, I am unable to select todays date of XX/XX/XXXX, as it is grayed out and unable to be selected. At the bottom of the webpage, located above the blue SUBMIT PAYMENT button, PHH Mortgage has a disclaimer that clearly states Payments made before XXXX PM EST Monday through Friday ( excluding holidays ) will be processed and applied to the account the same day the payment is made. I am unclear why if it is prior to 9PM EST, PHH Mortgages website will not allow payments to be made and processed until the next business day, which directly contradicts the disclaimer listed on their website. By instituting this system, PHH Mortgage is either directly or indirectly steering mortgagees to call into the customer service line, and incur an additional fee to make a payment by phone, or being forced to select a future date to schedule a payment, which could possibly result in a late fee being assessed by PHH Mortgage. I would like to note that I did call PHH Mortgage customer service after the online system would not let me select todays date for my payment, and I explained the situation to the representative who handled my call. The reps solution was to take my payment over the phone and waive the pay by phone fee.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02143
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I HAVE MY HOME MORTGAGE FINANCED WITH XXXX MORTGAGE, NON ESCROW ACCOUNT. I WAS PAYING MY TAXES EVERY YEAR PLUS MY HOME INSURANCE. 4 MONTHS AGO I FOUND OUT PHH MORTGAGE BOUGHT OUT MY LOAN. MY MONTHLY PAYMNET WITH XXXX MORTGAGE WAS {$1000.00}. PHH MORTGAGE CHANGED MY PAYMENTS TO {$2200.00} AND ADDED ESCROW WITHOUT INFORMING ME EVEN THE TAXES & HOME INSURANCE BEEN PAID MY ME LAST YEAR, EVEN THIS YEAR. MY LOAN NUMBER IS XXXX. I CALLED PHH MORTGAGE SEVERAL TIMES AND BEEN TALKING TO THEM ALMOST 3 MONTHS NOW BUT NOTHING HAS BEEN FIXED. I NEED SERIOUS HELP. IF NOT FIXED I AM GON NA GO LEGAL WAY AND SUE THEM. ATTACHED IS THE COPY OF TAXES PAID LAST YEAR AND THIS YEAR.
Company Response:
State: TX
Zip: 76513
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I believe I am a victim of Loan Churning from PHH Mortgage Company. I have signed a modification dispite that I have not three consecutive payments payments I signed a modification out of distress just for good faith practice on my behalf. After I signed the paperwork I sent it back in a timely fashion as a matter of fact I overnighted the paperwork through the USPS, I have submitted the receipt for that I also have noticed that they continue to try to force me into New modifications when there is no reason to because I am paying. My loan started off at XXXX it's now 140k. Please help me I am paying them.
Company Response:
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I want to put in a complaint with XXXX XXXX XXXX, XXXX ITS CAPACITY AS TRUSTEE for selling my loan service to phh mortgage. PHH MORTGAGE is not the lender. PHH MORTGAGE is the company that manages the loan. PHH MORTGAGE never contacted XXXX XXXX XXXX to the best of my knowledge till XXXX. I recorded a bargain and sale deed on XX/XX/XXXX of XXXX. I also had some research done on the property. Exhibit 1 : bargain sale deed and research on the property I contacted PHH MORTGAGE in XX/XX/XXXX after my father passed away. I informed them at that time I would need a letter stating that I was not on the loan and I was not responsible for the loan. PHH MORTGAGE never did one XXXX thing. I have over 23 hours of talking with PHH MORTGAGE to get the letter done and they kept saying they're getting it they're getting it. After my dad 's state closed, I'm not sure how many times I called but I could pull up the phone records and tell you. Exhibit 2 : hours on phone My mother hired me an attorney to see if PHH MORTGAGE would respond to them but there was no response Exhibit 3 : letter from lawyer I hired an attorney in California because that's where my dad died and that is where the probate was. I spent over {$60000.00}. I should never have spent a penny because if PHH MORTGAGE would have done their job we wouldn't be here I never heard from the PHH MORTGAGE until XXXX when they sent me a notice of intent to foreclose. I called PHH MORTGAGE and they informed me that they never got a change of address or phone number which was a total lie because I enclosed all my information when I sent the death certificate. PHH MORTGAGE said they had the death certificate. Exhibit 4 : notice of intent to foreclosure I didn't understand what the heck was going on because I had it being directly paid out of my checking account. The reason the mortgage got upside down was because PHH MORTGAGE never informed me that the interest rate had changed. PHH MORTGAGE started charging me interest for late fees and everything else they returned my money for the XXXX payment. I fought with them to get the late fees off and they said that they would, and I said I would pay the payment but they never did anything about it and I never made a payment since. I called them repeatedly about it and you can see that on Exhibit 2. XXXX through XXXX of XXXX the payments were taken out of my father 's account. In XXXX of XXXX the executor of the estate said that my father was not responsible for the loan because I was also on the loan. That is a false statement because I am not on the loan and I'm not responsible for the loan Exhibit 5 : Money that I paid personally on the loan In XXXX of XXXX I put it in a mortgage assistance application. That was really a mess of bad communication between me and PHH MORTGAGE. I want to do a short sale and I offered XXXX and they did not accept it. I asked PHH MORTGAGE what they would take. PHH MORTGAGE would be XXXX but I couldn't do it because the loan was in modification, and I would have to wait till they got out of modification. We went to court I believe three times I can't remember and the last time we were going to go to court and get it all handled PHH MORTGAGE didn't show up, so the case was dismissed and dropped. We were back to square one. Exhibit 6 : Mortgage assistance I have talked to so many people at PHH MORTGAGE. I have had at least three different case managers. I forgot my first case manager 's name but the second one was XXXX XXXX. She is a very kind lady and she tried hard to get things done but she couldn't get anything done. The next one that's current now is XXXX XXXX XXXX he is very disrespectful and doesn't even know his job. Exhibit 7 : Reassignment caseworker They did investigation XX/XX/XXXX and they said that I was wrong if they were right Exhibit 8 : response letter PHH MORTGAGE is like working with a bunch of first graders. They don't have a clue of what's going on. I finally said I can't deal with them anymore. I authorized XXXX XXXXXXXX to do the documents and communicate with PHH MORTGAGE. I want to prove how bad PHH MORTGAGE is and now there's a third party. Exhibit 9 : authorization of XXXX On XX/XX/XXXX of XXXX PHH MORTGAGE sent out another Borrower assistance package. I filled out all the paperwork for them and they keep calling me saying their missing stuff but this time I went through XXXX so it would be my word against PHH MORTGAGE like the first time I learned my lesson. XXXX has been so kind to me it's unbelievable. Now I believe the State of Oregon the District Attorneys office is on my side as well. It's nice to finally get help. PHH MORTGAGE and their attorneys as well have lied to me over and over over again plus they have lied to Consumer Finance. Exhibit 10 : Company responding to consumer finance Exhibit 11 : Letter stating I'm missing documents for the mortgage assistance which I have proof that I sent them to PHH MORTGAGE. Exhibit 12 : borrower assistance I don't recall the date I put in a request for a short payoff with PHH MORTGAGE. I believe it was like six months ago and in XXXX I received a phone call from PHH MORTGAGE to send the XXXX and they give me the wire instructions. I told them it would be a couple days for me to get the money together. I got the money together and wired it XX/XX/XXXX. On XX/XX/XXXX, I received the letter that they're not accepting that short pay off now. I believe they are not accepting it because the house is gone up so much since XXXX. In XXXX it couldnt even sell for XXXX. I had it up for sale because I was going to move to California to take care of my Father, but he passed so I took it off the market the next day. I received a letter on XX/XX/XXXX of XXXX saying PHH MORTGAGE is not refunding my money. That is 100 % against the law. Exhibit 13 : information on short payoff and a letter about the XXXX I sent them. I applied for a loan, and it appears that loan was taken out with me and my dad in XXXX. I don't know what PHH MORTGAGE has done now but they are hurting my credit. I reached out to the Oregon Legislature and got a nice Response. I requested documentation from my case manager at PHH MORTGAGE XXXX XX/XX/XXXX and I haven't heard one thing I am really reaching out to everybody I can. PHH MORTGAGE is 100 per cent in the wrong. I just need some people to help me. Exhibit 14 : proof of the things I said above
Company Response:
State: OR
Zip: 97504
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter in XXXX of 2017 from the California State Controller informing me that I had an unclaimed balance of {$1600.00} in escrow funds from a mortgage that I paid off in XX/XX/2017 on a property in California. I contacted PHH mortgage and was eventually able to get them to send a check for this amount to me. I did not receive the check, and when I called was eventually told that it had been sent to the mortgaged property address, where I do not currently live. I had originally included my current address in my request. I have since contacted the company repeatedly and unsuccessfully by phone and email to try to get another check sent to me at my current address.
Company Response:
State: TX
Zip: 78704
Submitted Via: Web
Date Sent: 2021-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I want to put in a complaint with XXXX XXXX XXXX XXXXXXXX ITS CAPACITY AS TRUSTEE PHH MORTGAGE is not the lender. PHH MORTGAGE is the company that manages the loan. PHH MORTGAGE never contacted XXXX XXXX XXXX to the best of my knowledge till XXXX. I recorded a bargain and sale deed on XX/XX/XXXX of XXXX. I also had some research done on the property. Exhibit 1 : bargain sale deed and research on the property I contacted PHH MORTGAGE in XX/XX/XXXX after my father passed away. I informed them at that time I would need a letter stating that I was not on the loan and I was not responsible for the loan. PHH MORTGAGE never did one XXXX thing. I have over 23 hours of talking with PHH MORTGAGE to get the letter done and they kept saying they're getting it they're getting it. After my dad 's state closed, I'm not sure how many times I called but I could pull up the phone records and tell you. Exhibit 2 : hours on phone My mother hired me an attorney to see if PHH MORTGAGE would respond to them but there was no response Exhibit 3 : letter from lawyer I hired an attorney in California because that's where my dad died and that is where the probate was. I spent over {$60000.00}. I should never have spent a penny because if PHH MORTGAGE would have done their job we wouldn't be here I never heard from the PHH MORTGAGE until XXXX when they sent me a notice of intent to foreclose. I called PHH MORTGAGE and they informed me that they never got a change of address or phone number which was a total lie because I enclosed all my information when I sent the death certificate. PHH MORTGAGE said they had the death certificate. Exhibit 4 : notice of intent to foreclosure I didn't understand what the heck was going on because I had it being directly paid out of my checking account. The reason the mortgage got upside down was because PHH MORTGAGE never informed me that the interest rate had changed. PHH MORTGAGE started charging me interest for late fees and everything else they returned my money for the XXXX payment. I fought with them to get the late fees off and they said that they would, and I said I would pay the payment but they never did anything about it and I never made a payment since. I called them repeatedly about it and you can see that on Exhibit 2. XXXX through XXXX of XXXX the payments were taken out of my father 's account. In XXXX of XXXX the executor of the estate said that my father was not responsible for the loan because I was also on the loan. That is a false statement because I am not on the loan and I'm not responsible for the loan Exhibit 5 : Money that I paid personally on the loan In XXXX of XXXX I put it in a mortgage assistance application. That was really a mess of bad communication between me and PHH MORTGAGE. I want to do a short sale and I offered XXXX and they did not accept it. I asked PHH MORTGAGE what they would take. PHH MORTGAGE would be XXXX but I couldn't do it because the loan was in modification, and I would have to wait till they got out of modification. We went to court I believe three times I can't remember and the last time we were going to go to court and get it all handled PHH MORTGAGE didn't show up, so the case was dismissed and dropped. We were back to square one. Exhibit 6 : Mortgage assistance I have talked to so many people at PHH MORTGAGE. I have had at least three different case managers. I forgot my first case manager 's name but the second one was XXXX XXXX. She is a very kind lady and she tried hard to get things done but she couldn't get anything done. The next one that's current now is XXXX XXXX XXXX he is very disrespectful and doesn't even know his job. Exhibit 7 : Reassignment caseworker They did investigation XX/XX/XXXX and they said that I was wrong if they were right Exhibit 8 : response letter PHH MORTGAGE is like working with a bunch of first graders. They don't have a clue of what's going on. I finally said I can't deal with them anymore. I authorized XXXX XXXX to do the documents and communicate with PHH MORTGAGE. I want to prove how bad PHH MORTGAGE is and now there's a third party. Exhibit 9 : authorization of XXXX On XX/XX/XXXX of XXXX PHH MORTGAGE sent out another Borrower assistance package. I filled out all the paperwork for them and they keep calling me saying their missing stuff but this time I went through XXXX so it would be my word against PHH MORTGAGE like the first time I learned my lesson. XXXX has been so kind to me it's unbelievable. Now I believe the State of Oregon the District Attorneys office is on my side as well. It's nice to finally get help. PHH MORTGAGE and their attorneys as well have lied to me over and over over again plus they have lied to Consumer Finance. Exhibit 10 : Company responding to consumer finance Exhibit 11 : Letter stating I'm missing documents for the mortgage assistance which I have proof that I sent them to PHH MORTGAGE. Exhibit 12 : borrower assistance I don't recall the date I put in a request for a short payoff with PHH MORTGAGE. I believe it was like six months ago and in XXXX I received a phone call from PHH MORTGAGE to send the XXXX and they give me the wire instructions. I told them it would be a couple days for me to get the money together. I got the money together and wired it XX/XX/XXXX. On XX/XX/XXXX, I received the letter that they're not accepting that short pay off now. I believe they are not accepting it because the house is gone up so much since XXXX. In XXXX it couldnt even sell for XXXX. I had it up for sale because I was going to move to California to take care of my Father, but he passed so I took it off the market the next day. I received a letter on XX/XX/XXXX of XXXX saying PHH MORTGAGE is not refunding my money. That is 100 % against the law. Exhibit 13 : information on short payoff and a letter about the XXXX I sent them. I applied for a loan, and it appears that loan was taken out with me and my dad in XXXX. I don't know what PHH MORTGAGE has done now but they are hurting my credit. I reached out to the Oregon Legislature and got a nice Response. I requested documentation from my case manager at PHH MORTGAGE XXXX XX/XX/XXXX and I haven't heard one thing I am really reaching out to everybody I can. PHH MORTGAGE is 100 per cent in the wrong. I just need some people to help me Exhibit 14 : proof of the things I said above UPLOADED complaint PHH EX I COMPLAINT PHH 2 complaint PHH 3 complaint PHH 4 complaint PHH 5 complaint PHH 6A complaint PHH 6B complaint PHH7 complaint PHH8 complaint PHH 9 complaint PHH 10 complaint PHH 11 IN THAT ORDER
Company Response:
State: OR
Zip: 97504
Submitted Via: Web
Date Sent: 2021-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was with XXXX mortgage. I signed all my docs with them with no escrow included, I was paying my taxes every year plus my home insurance no payment missed. I have all documents to prove. My mortgage payment was {$1000.00} every month. 4 months ago I find out PHH mortgage bought out my loan. Loan number XXXX Name XXXX XXXX Address XXXX XXXX XXXX XXXX TX XXXX. My dir number XXXX. I have been with these people almost 4 months. These people added escrow to my account and raised my monthly mortgage payments to {$2200.00}, even there is no escrow shortage and provide them all the tax docs I paid last year and this year. I sent all the docs they needed to fix my account. These people sitting in a different country committing fraud to a consumer. I have been paying over for the last 4 months, communicating with these people almost 4 month but they dont listen. I would go legal if it dont get fix soon. I want them to fix my mortgage payments back to where it was and refund my amount I was paying um for last 4 month asap,
Company Response:
State: TX
Zip: 75010
Submitted Via: Web
Date Sent: 2021-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX we became aware that we were paying for two homeowners policies for our property located at XXXX XXXX XXXX XXXX. XXXX CA XXXX. Our broker failed to cancel a policy with XXXX when we switched carriers to XXXX XXXX XXXX. On XX/XX/XXXX the XXXX policy was terminated and the broker notified our lender at the time which was XXXX. At the same time this was happening, XXXX sold our mortgage to PHH Mortgage Services. We contacted them immediately but they said they needed time to get our loan loaded into their system so we contacted them again in XXXX. At that time we were assured that they would perform an audit immediately on our loan and make sure we were only paying a single carrier, reduce our loan payment to only include the XXXX XXXX payment and then refund us the amount we had overpaid for the past year. That never happened so we called again and got the same assurances. Now it is XXXX and we called again and spoke to four different agents named XXXX ( XXXX ), XXXX ( XXXX ), XXXX ( XXXX ) and XXXX. None of these people could address our concerns and while XXXX said they would audit our account, they could not refund us what was owed without a new process being started in another department. We've spent hours on this now and still are paying for two insurance policies when only one is covering the property. Nobody at PHH Mortgage was able to help and we want our overpayment refunded to us now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94558
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX announced the Mortgage relief and I applied though XXXX XXXX XXXX XXXX requested paperwork from my mortgage but have been giving me trouble to release the paperwork W9 I have tried every month to call. The name has changed and don't get to the right customer service. The email does not work The phone or fax and agency
Company Response:
State: NY
Zip: 14223
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: requests for payoff, pay activity statements, inability to verify lender, homeowners insurance unable to verify payor, escrow deduction payments are 3 times higher than tax, insurance payments, principle balance not reduced in 3 years, payoff notice of satisfaction on court record and XXXX land records, book liber payoff satisfaction filed PHH still shows mortgage balance and investor is activity statements show payoffs and Deed Title are assigned not released, XXXX XXXX and XXXX XXXX XXXX unable to provide detail of loan location of deed, title and lender identity theft fraud reporting to XXXX, cyber attack continues, evidence of money laundering via other home sales and DEED records on several county court and multiple states of cash transfers trust sales of property
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2021-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A