Date Received: 2021-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage is refusing to correct my taxes that are escrowed. The customer service department is refusing to fix their error. My taxes are paid semi-annually, always have been, nothing changed in 2021 for how my property taxes are to be paid. PHH Mortgage did not pay my 2nd semi-annual property tax bill that was due XX/XX/2021 and is now past due with late fees. They are refusing to pay it unless I send them the bill, which they already have and the county already provided to them. The customer service rep is refusing to fix our escrow account to semi-annual, refusing to pay the overdue property taxes, and refusing for PHH to pay the interest and late charges to the County that has accrued since they did not pay the taxes timely.
Company Response:
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2021-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My father passed away. I have completed probate and have them property listed for sale and have a contract to sell. The service provider has done everything possible to try to stall the sale. Including stealing items from property. My realtor and title company have requested in writing pay off amount and have been stalled and hold multiple excuses. Everything has been completed in writing as well as verbally requested. I myself have done the same. PHH continues to stall. We all feel this company as trying to steal the property. All im asking for is a payoff balance so I can close and actually pay off the balance.
Company Response:
State: TX
Zip: 78744
Submitted Via: Web
Date Sent: 2021-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We sold our home. We signed a contract to buy a new home. Both properties are in escrow. We were supposed to close on the sale of our property on XX/XX/XXXX. A second lien was discovered during the final title search before closing. That issue delayed the closing. The buyer 's title company could not get clear title, so they reached out to our current mortgage holder for information on the Second lien. The current mortgage holder says they know nothing about a second lien on the property they have First lien status on. They sent an inquiry to their research department and found that when they acquired servicing of the property from XXXX XXXX XXXX there was no second lien. XXXX XXXX XXXX says they transferred everything, XXXX ( XXXX, XXXX XXXX XXXX says they didn't get the notice of a second lien from XXXX XXXX XXXX. XXXX XXXX XXXX says they acquired the servicing from Ocwen Loan servicing in XX/XX/XXXX and they are not responding. That's where we stand in the middle of it. We have already moved out of the house but nowhere to go because we can't afford to pay rent somewhere else and the mortgage on the property we just sold. We had to stay in the house. As XXXX XXXX ( XXXX and XXXX ) we're sleeping on a mattress on the floor in a vacant house. The buyer isn't going to close on the property unless they can get clear title ( understandable ). But we're stuck in the middle. Can't afford legal help. We're on a fixed income. Who can we turn to?
Company Response:
State: CA
Zip: 95823
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Regarding reversed mortgage with PHH Mortgage - loan number XXXX I am a surviving spouse of my husband, XXXX XXXX XXXX, who passed away on XX/XX/XXXX. My husband had a reversed mortgage as of XXXX. I did not have the age to qualify, had to sign quit claim deed. ( am not on the deed now ). I was identified and qualified as the Non Borrowing Spouse by the previous mortgage co. XXXX Mortgage. All my information was uploaded to XXXX for final determination on XX/XX/XXXX. I called many times for an update, no red flags, everything was okay. Then mortgage was sold in the last couple of months to XXXX XXXX who sold it again to PHH Mortgage. PHH send me a letter that I do not qualify for the XXXX program, since loan is considered 'unassignable due to assignments of mortgage unable to be corrected. ' When I ask them about it, that I want to know what it means ( in writing ) and who made this determination, they say they can not discuss the loan with me, since I am not on the mortgage. At the same time they want to foreclose. I have been living in this house for 20 years, always could discuss loan with previous mortgage co. ( XXXXXXXX XXXX ) pay property tax, renewed home owners insurance and flood insurance ( both with my name on it ) fulfilled all requirements to stay in the house but now they want me out, without discussing it. Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Fl. XXXX Phone : XXXX Email : XXXX XXXX
Company Response:
State: FL
Zip: 32177
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I paid off my mortgage XXXX the company took my last payment and applied it elsewhere than sent me a letter stating that I had default on my loan. I call my XXXX attorney to go over all the paperwork with me and the mortgage company.According to the loan modification XXXX this company is only entitled to 20 % of XXXX which would be XXXX telling me to pay XXXXmy attorney and I have been asking the mortgage company for a breakdown of the XXXX since XXXX and they kept ignoring the issue. my mortgage has been paid never missed a payment now they still want to hold on to my papers and deed the loan is paid off after 47 years of paying im sure you would like your deed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46806
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was instructed by XXXX XXXXXXXX to file a complaint with CFPB to assist me with my issue. In XXXX, PHH contacted me to inform me of a missed mortgage payment. When I asked for which month, the representative told me they did not have a date and that I needed to provide proof of all payments for the year. I contacted my bank and provided proof of payments for the year. Despite my calls for resolution I was told it was being researched/ reviewed. Months later I never received a formal response and they began reporting me as a month delinquent. This has prevented me from refinancing my mortgage and taking advantage of XXXX because they have continued to report me as delinquent without providing a date for over a decade. I am asking to have this matter resolved because according to PHH my loan has matured and I am responsible for paying off my mortgage this month ( XX/XX/XXXX ). Im prepared to pay off my mortgage as soon as they provide proof of the mortgage and the pay-off amount, which I have requested but have not received. I refuse to pay any late fees or an additional mortgage payment because I do not owe one. This mortgage company has exhibited a pattern of underhanded dealings throughput my mortgage. In XXXX, they attempted to foreclose on my XXXX mortgage claiming I had not made adequate payments due to a lack of homeowners insurance. I contacted the XXXX XXXX and proved that I was not in default due to a lack of homeowners insurance. In fact, for 3 months I had XXXX active policies. In the process I also uncovered that they were illegally increasing my mortgage by over $ XXXX and they could not explain the charges. So not only were they charging me and exaggerated amount for homeowners insurance I did not need but using a made up added monthly charge of over $ XXXX to force me into foreclosure. They acknowledged the error in charging me for unnecessary insurance but never explained the additional amount added to my mortgage, which I deem to be fraud. The XXXX XXXX did not take any action against them and they still keep part of my mortgage payment in suspension for years and reported me as delinquent until I repeated requested that the matter be addressed. In XXXX, XXXX XXXX did not advise mr to reach out to CFPB which could have been a tremendous help then but Im glad I was advised to do it now. In closing, Im asking the CPFB to assist me in getting this matter resolved and in the event fraudulent activity is taking place by PHH that the appropriate action is taken to prevent this behavior from affecting other hardworking borrowers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a loan with PHH mortgage service. They are refusing to remove my escrow account. i have provided them an appraisal with a value of {$390000.00} I owe approximately {$270000.00}. Which gives me more than 20 % equity in the property. My account number is XXXX and my address is XXXX XXXX XXXX XXXX XXXX fl XXXX. My name is XXXX XXXX my phone number is XXXX and XXXX XXXX
Company Response:
State: FL
Zip: 32746
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX reverse mortgage solution purchased a regular loan from a company now call XXXX XXXX. For the amount of {$18000.00}. My mother was unaware that this new company was a reverse mortgage loan she made payments from XX/XX/XXXX to XX/XX/XXXX. She died in XXXX Reverse mortgage has denied they receive payments from her but the bankruptcy judge made them submit fraudulent payment history. I have asked RMS to simply show us the deposit slip or some sort of transaction where they put in XXXX to her account they never did. I contact the IRS for her her W-2 forms from XXXX to XXXX there was never any installments in her account and never in a large amount of money deposited. RMS foreclosed submitted some sort of unverified paperwork and now have their name on her home. They have tried to evict me over seven times I went to court eviction court today. The judge refused to understand that this was a case of title not eviction we now have five days to either pay {$2200.00} to get an appeal or vacate my mothers home after 50 years. I would prefer to fax these papers to you tomorrow but in five days I will be put out of a home. my mother repaid a loan they denied that payment but we have proof from A company called XXXX XXXX provided me with the closing cost of {$18000.00} in XXXX. Please help us as soon as possible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2021-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The process to request removal of PMI is purposely slow. I am now waiting to be notified of the initial appraisal date and this is a process that should take a total of 2 weeks. PHH sent the application to request XXXX appraisal 2 weeks after the initial request. Once the fee was sent to their PMI removal department, they cashed the check for the {$150.00} fee and sent nothing to me notifying an appraisal date or even that the request and fee was received. No email nor electronic notification was in my online account and when I called, the representative could tell me nothing about the process. I believe they are purposely stalling in order to keep this " fee '' and continue to bill me for something that should not have taken more than a month to remove. It's now a month later and I am still paying PMI, I have submitted an application/fee and I have no idea when or if the XXXX appraisal will happen to determine if they will remove PMI. I am sure I am eligible for PMI removal since I have new flooring throughout and I have a full kitchen remodel since I obtained my mortgage a little over 2 years ago. A representative ( XXXX XXXX XXXX took all this information and said that he did not have an ETA on a resolution and he did not know when he would receive a response from the PMI department. With the holidays coming up, I doubt I will see movement on this until after the new year
Company Response:
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2021-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My current loan is through PHH Mortgage. On XX/XX/XXXX 2021 I mailed in a request to begin the biweekly payments starting XX/XX/XXXX 2021. On XX/XX/XXXX 2021 I called XXXX Mortgage to let them know I made a mistake on the dates and would like the biweekly to start XX/XX/XXXX2021 rather then XX/XX/XXXX 2021. They told me not a problem and switched the days for me. Later that evening of XX/XX/XXXX2021 a representative from PHH Mortgage called me to inform me that we could not start on XX/XX/XXXX, 2021 as the second half of the payment wont come in time for XXXX. I told them no problem and asked to start the biweekly on XX/XX/XXXX 2021 which they told me I would have to complete a new form and mail it in. XX/XX/XXXX2021 I was told they would cancel my first request of the biweekly and wait to receive the new paperwork to start it in XXXX. They emailed me the new request form which I completed it and had it mailed out on XX/XX/XXXX 2021. XX/XX/XXXX 2021 I received a withdraw from my account for half of the mortgage payment. I contacted PHH Mortgage and they told me it came out because I was in the biweekly program. I explained to them that it was suppose to be cancelled on XX/XX/XXXX 2021 when I spoke to the representative. She advised that they did not cancel it which is why the payment came out. I explained to them again if they went back and checked the notes and audio they would hear the conversation of me canceling it. I did not have the funds in my account when they withdrew money and requested not only a refund but for them to pay my insufficient funds fee which they refused. When I spoke with the representative on XX/XX/XXXX 2021 about this situation she confirmed that the biweekly is cancelled and nothing with be with drawn again. On XX/XX/XXXX 2021 I was looking at my bank statement and saw PHH Mortgage withdrew money again from my account which again made my account go in negative with another insufficient funds fee. I have been on the phone with PHH Mortgage trying to get this fixed and I keep getting the same answers. I have asked to speak to a supervisor which they didnt allow me. I have requested for the refund check to be overnighted because they cant put it back in the bank and its been XXXX days and the check hasnt even been sent out yet according to the representative. They told me the refund would have to be approved. I have expressed that this is their fault and now I dont have money for groceries for my family and all they tell me is that its a process and its being reviewed. Again, today XXXX/XXXX/21 has been XXXX days since I have complained and nothing has been done. They dont call me or try to fix anything. I have told them this was the second time they made me have insufficient funds and it was their fault and they should pay that fee which they refused. This has been a long battle and I dont know where else to go or how to fix this. Not only has this taking a toll on me with stress but it has effected my financial situation and not allowing me to go grocery shopping or get gas. I have a wife and XXXX small children that this also hurting.
Company Response:
State: VA
Zip: 22485
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A