Date Received: 2021-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan was recently assigned to PHH Mortgage and they charge a fee of {$7.00} to process a mortgage payment on line through the website.
Company Response:
State: KY
Zip: 41017
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I refinanced my home through XXXX XXXX XXXX based in XXXX XXXX, Nevada about 2 months ago. I signed the deal of {$310000.00} with XXXX XXXX XXXX XXXX XXXX based in XXXX, Nevada on XX/XX/2021. However, after about Two months of my deal, my previous mortgage company which is PHH Mortgage didn't close my account and keep sending me a monthly payment bills and additional letters that indicates " short payoff issue ''. I called both PHH Mortgage and XXXX XXXX about the issue several times but, the problem is still not solved. Lastly, I have got a waring letter from PHH Mortgage which indicates that " ... To cure the default, the full amount of the default on this account must be paid by the XXXX day from the date of this letter which is XX/XX/2021. Failure to cure the default on or before this date may result in the acceleration of the sums secured by the security instrument and sale of the property... .. '' Now, after I have got this letter, I am afraid of losing my home without any wrong doing in my part and I am suffering from not slipping well. My continuous calls to the above mentioned companies doesn't bring any solutions instead wasting all my time. XXXX XXXX responded to the issue as follows : - Company 's Response XX/XX/2021 CONSUMER FINANCIAL PROTECTION BUREAU Reference : CFPB Complaint Case Number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX is in receipt of XXXX XXXX complaint and inquiry regarding a recent refinance where Mr. XXXX lender , PHH Bank XXXX has not applied the wire that was sent to pay the loan in full. On XX/XX/XXXX, XXXX XXXX XXXX closed the refinance of XXXX XXXX property and sent, via a wire transfer, a payoff to PHH bank based on their payoff statement. According to the PHH payoff statement, the payoff was good through XX/XX/XXXX and the amount that was sent to PHH on XX/XX/XXXX had an amount slightly higher than the payoff demand to cover an additional day of interest. On or around XX/XX/XXXX, PHH returned the payoff wire claiming that the funds submitted were not sufficient. The very next day on XX/XX/XXXX, another wire was sent to PHH to pay the loan in full. XXXX XXXX XXXX followed the instructions and payoff amount that was submitted from PHH. When PHH returned the payoff wireXXXX XXXX XXXXXXXX XXXX took immediate action and worked with PHH to get XXXX XXXX loan paid in full. PHH has been in receipt of the payoff wire since XX/XX/XXXX and XXXX XXXX XXXX has not been notified that the loan has not been paid in full. As XXXX XXXX XXXX has submitted the payoff wire to PHH, there is no additional action that XXXX XXXX XXXX can take in this matter.
Company Response:
State: NV
Zip: 89113
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH mortgage charges a XXXX fee if you do not go paperless. Through the app I tried to go paperless and it was not working. I called the company to have them removed the {$7.00} charge from my mortgage and they said that that was the the charge for a service. I was never notified of this new policy or service. They told me to try a different device in order for it to work. How many people have multiple devices to try and not pay more? This is bad business practices and predatory.
Company Response:
State: FL
Zip: 33919
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am in the process of selling my home. The title company and myself have made numerus attempts to get a pay off letter without any help. I am sent to close on XX/XX/2021 and if I don't get the pay off letter the sell will not happen and cause me major issues.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage company PHH mortgage took over my mortgage back in XXXX without my permission. When this happened, they did not allow me to make an on time payment the first month as they did not even set up my account until half way through the month of being due. In turn, this put me one month behind on my mortgage. The only solution they had for me was to put in under a forbearance program which would put my mortgage on hold for 3 months. This started on XX/XX/XXXX and was to run until XX/XX/XXXX. During this time, I was able to get no update as to how this program would be closed out, as to if I would need to pay the 3 months of hold all at once, divided out into my mortgage, or placed on the end of my mortgage. They said this would not be told to me until after the process was complete and the forbearance closed out. The other difficult part was this would be finished XXXX XXXX, but they would not actually have my answer for me until at the earliest XX/XX/XXXX, but still expected me to make payments to my account before I knew what I was actually to be paying. XXXX XXXX came around and I finally was sent a packet which had all my closing documents on it for the forbearance they should be placing all missed/held payments to the end of my mortgage. This document had to be notarized. I took this to a local XXXX store to get it notarized and sent it back in. I had to wait another week before they would process this and at this point only by me calling PHH I found out they did not accept the notarized documents as correctly done. They stated even though the documents from the notary listed both mine and my wifes first and last name, since it only had out last name listed once and not as both separately they would not accept it and I had to get the document re-notarized. The company sent a mobile notary to my house on XX/XX/XXXX, to resign the documents. Even the notary that the company sent tried to sign the documents the exact same way as the XXXX store. We had this corrected and the notary sent back the forms to PHH on XX/XX/XXXX. Fast forward to XX/XX/XXXX. I still have not heard anything, so I called PHH and was told they only finally received the signed form on XXXX XXXX, over one month after it being sent in the mail and scanned to the company. Today is XXXX XXXX and I am still at this point waiting to have a finalized document to close out my forbearance program so I can finally start making payments on my account again. I am being told I might have an answer by the middle of next week, and should be called back, even though after speaking with over 10 different agents on multiple occasions always being told I would get a call back, I have never once received a call back from someone at this company. I was told once my documents were received it would take no more than 10 days to finalize and close out everything. I tried to escalate this to a manager while on the phone with someone, but was told at the earliest I could speak with a manager was XX/XX/XXXX, three weeks out from the date of my phone call. I just want to close out this forbearance so I can start making payments on my account again and honestly refinance my mortgage with another company so I never have to deal with PHH again.
Company Response:
State: TX
Zip: 75002
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In the beginning of XXXX, while sitting in my den at the front of my house, I saw a car drive by and someone was taking pictures. I thought nothing of it. In the beginning of XXXX, XXXX, I received a letter dated XXXX XXXX, XXXX, from a lawyer 's office, XXXX XXXX XXXX, P.A., XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, Az, telling me my house was in foreclosure. I had no idea why. I called the lawyers and received no response ; I called the mortgage company and didn't get any cogent answer either. I had to hire a lawyer to find out what was happening and why. As I have a reverse mortgage on my home, I couldn't have been late in any payments. What the lawyer discovered upon speaking to the complaining lawyers, was that when that car drove by taking pictures, the people taking the pictures didn't see a car in the driveway and surmised that no one was living in the house which is a violation of my reverse mortgage. Had the come to the door, I would have answered it. My car was in the garage where it belonged. I just as easily could have been running errands, at an appointment, etc. There is an illegal foreclosure sale set for XX/XX/XXXX. Copies of letters and Notice of Trustee 's sale are attached.
Company Response:
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2021-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a notice/letter dated XX/XX/2021 of a missed monthly mortgage payment for the month of XX/XX/2021 from PHH Mortgage Services XXXX However, I have my account on autopay from my checking account which showed a payment made on XX/XX/2021 of {$140.00} in my bank statement. My XXXX monthly mortgage statement says the payment this payment was not applied by PHH until XX/XX/XXXX even though the bank transfer was made on XX/XX/2021. However, in fact, the PHH XXXX monthly mortgage statement that says payment was missed also shows in the activity transaction box of the statement that the payment was made on XX/XX/2021? All my other past payments were made on the XXXX of the month via autopay with no issues and previous monthly statements showed payment applied on date of transfer and no overdue payments for XXXX and XXXX for example. I have sent a message to the company but XXXX not yet received a reply. This is the second problem I have had with PHH which assumed my mortgage just this year. It took over three months to get them to pay two missed quarterly property tax payments just resolved this month from my escrow account and the accrued penalties for missed payments. Here we go again with another error!
Company Response:
State: RI
Zip: 02879
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been waiting nearly 10 months for a decision on my short sale ( The process was started XX/XX/2021 and I'm still waiting for a resolution ). The mortgage company PHH continues to give me the run around by asking for additional information or more documentation. I've complied with their request each time, only for them to tell me that something else is missing from the file. Meanwhile, I continue to get requests to update bank statements and pay stubs because they have allowed it to expire during the review of my file. I have months of emails back and forth with them providing the information as requested, yet I still have no answer. I continue to call and get a new person to answer the call, only for them to give me incomplete or inaccurate information. The inefficiency and lack of customer service to facilitate the short sale of my home make PHH Mortgage Service the absolute worst company to work with in this situation.
Company Response:
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-31
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I contacted PHH Mortgage to do a refinance of my mortgage. After collecting some information from me about my mortgage, PHH mortgage specialist XXXX told me she could lower my interest rate. The rate would change from 5 percent to 2.75 percent. Then she proceeded to tell me that I had a modification on my current mortgage that extended the terms of my loan to 40 years. So if she proceeded with the refi to lower interest rate from 5 percent to 2.75 percent, my mortgage would only decrease by XXXX dollars. I then contacted PHH mortgage and spoke with another person who told me I only had 15 years left on my mortgage. PHH refuses to allow me to lower my interest rate, I wonder how many other minorities loan holder are treated this way, I spoke with mortgage company on XXXX or XXXX XX/XX/2021.
Company Response:
State: KS
Zip: 67114
Submitted Via: Web
Date Sent: 2021-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A wrongful foreclosure and I was denied the opportunity of discovery and that is in direct violation of my constitutionally secured rights to due process of law which is a direct violation of your oath of office. My credit has been impaired and they have threatened me with the imminent loss of my property despite the fact that I have made all payments in accordance with the loan agreement. The mortgage company Failure to give proper notice due to a one-digit wrong social security number that was done at the closing. Miscommunication between the lender and me about the social security number then the lender stop processing my payments and stated sending the payment back to me. I am a senior with XXXX XXXX and the mortgage company stole {$55000.00} from me which was an insurance hurricane claim check for the roof and other repairs so I feel that irreparable harm has been done to me.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A