Date Received: 2021-10-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XXXX I applied for a home improvement loan with XXXX XXXX and was notified about a month later that there was an old lien on my property from XXXX XXXX XXXX who went out of business sometime in XXXX. XXXX needed proof that XXXX was paid. In XXXX I refinanced my home with XXXX XXXX who has since merged with XXXX Bank. I contacted XXXXXXXX XXXX XXXXequesting a copy of the Settlement Statement but was informed that their records retention is only 10 years so they could not provide documentation to me. I also tried to contact the Title Company that did the work for XXXX but they are no longer in business. I was told that XXXX 's accounts were assigned to XXXX XXXX, XXXX XXXX, Ocwen and now PHH. I tried contacting all of them and no one would help me to get the XXXX XXXX released so that I could get my home improvement loan. Ultimately, I have contacted the FDIC, my congressman 's office, XXXX, XXXX XXXX XXXX XXXX, XXXX and PHH. Most times I couldn't get beyond customer service because my property address, name or social security number would not bring up an account. I have spent the last 3+ months making phone calls, sending emails, researching and still I am unable to resolve this problem. In XXXX I refinanced with XXXX XXXX and was never informed of the XXXX XXXX that showed up on the title search. XXXX XXXX XXXX did the XXXX XXXX refinance so I called them and was told that they no longer have the records either. I was told that XXXX of XXXX things probably happened ... XXXX XXXX either got verbal confirmation or a letter of intent from XXXX that they would release the lien. Either way, XXXX XXXX XXXX failed to make sure the lien was released and I never knew anything about it. If I had been informed, getting the lien released would have been easy because XXXX XXXX was still in business in XXXX. XXXX XXXX failed to make sure the lien was released when I refinanced with them in XXXX and they supposedly paid off XXXX XXXX XXXX and so did XXXX when XXXX refinanced with them in XXXX. I know that XXXX did pay XXXX XXXX according to my settlement statement and the fact there is no XXXX XXXX lien appearing on the title search. Not one of the parties involved says they have the authority to remove the lien so I am stuck in a very stressful situation. Because the home improvement loan was denied and the material had already been ordered by the contractor, I was forced to pay for the large job all out of pocket and now my savings account is nearly depleted. XXXX XXXX XXXX has offered me an atonement but not even half of what is needed and they said they can't remove the lien. I have spoken with an attorney and the cost to file a Quiet Title Claim is very expensive, I can not afford it nor should I have to be burdened with getting this situation resolved. I have emailed XXXX XXXX XXXX, CEO at XXXX and asked for his assistance because XXXX has the Title Insurance I paid for as part of the refinance. As it appears now, XXXX is not sitting in first position according to the title search. XXXX has not offered to help me in anyway that would result in resolving my issue. Next on or about XXXX XXXX, XXXX I paid XXXX {$500.00} to refinance my home again and taking some cash out so that I could replenish my savings. After a few weeks I was informed that the refinance would be getting denied because with student loans in national COVID forbearance, credit reports show a monthly payment amount of XXXX so underwriting uses a % rule. I provided documentation of my past payments and the amount going forward once the loans were no longer in forbearance but that was not acceptable to underwriting and they had to use the % rule which made my debt-to-income ratio too high. I was also told by XXXX that they would not refund my {$500.00} because the appraisal cost {$600.00} but they would not be requiring me to pay the {$100.00} difference. I have tried to contact PHH several times in the past few months and was told no one could help me because using my soc sec # and address zip code did not produce any information. Today I called PHH again and was told I could fax a request to their Research Dept which was more information than I previously got. I do not have access to a fax machine and I am not going to spend anymore money trying to get this resolved. I asked to speak to a supervisor at PHH and was put on hold and as of this writing I am still on hold. I did not submit any documentation because the documents were submitted under complaint # 's XXXX and XXXX.
Company Response:
State: OH
Zip: 44221
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 1. I contacted PHH immediately upon XXXX XXXX death, notifying them of the same 2. I requested a modification, completed all the documents 3. For months on following up, I was told the documents were under review and it would be another month or so. 4. This continued until, I initiated a follow up call and was politely told that they could not discuss this with me as I was not a party to the loan 5. Frustrated at that point, with the loss of XXXX I just because XXXX and gave up. 6. In or around XX/XX/XXXX I took another stab at PHH and was directed to the loan solutions center. There again I uploaded all requested documents. 7. I continued to check the status of my request at the loan solutions site and saw that none of the documents I uploaded had been reviewed. 8. This prompted my call PHH again around XX/XX/XXXX. It was then and only then was I informed about the process for acquiring ownership interest in the property. They finally noticed me as a successor of interest on XXXX XXXX, XXXX ' I have NEVER been offered a mediation or allowed to speak to anyone as a successor of interest until XX/XX/XXXX XXXX property is scheduled for foreclosure sale on XX/XX/XXXX. 10. This process has been totally unfair to me, as I have complied with every request from PHH. 11. Of course after my XXXX communication via phone, very nice lady, gave me information I should have been given during my initial call in XXXX. .
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband was disable veteran he is diseased My Mortgage company had me in foreclosure stating I owed XXXX My son loan me the money we paid it plus a mortgage payment. We were told that was all I owed to reinstate the loan XXXX. I didn't have the customer service person that all I owed. In XXXX I completed a Mortgage Assistance Application for help with my mortgage. Instead I received a statement stating I owed XXXX I called PHH about this statement, The relationship manager states I have the term of the loan to pay back XXXX. He hasn't giving me a reason for payment after paying XXXX which I had to borrow from my son. I paid XXXX in XX/XX/2021 He didn't give me a reason for this charge..
Company Response:
State: MD
Zip: 21117
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is being filed against PHH Mortgage services as being unreputible company. Four payments were sent to this mortgage company to be applied to principal. None of these payments were cashed or applied to mortgage and they continued to charge daily interest fees. At this time foreclosure was initiated and additional costs and interest fees were added. On XXXX XXXX a letter was received stating mortgage payoff amount if paid by XX/XX/XXXX. On XX/XX/XXXX the full payoff amount was wire transferred to the company. On XX/XX/XXXX, we were advised they were requesting additional charges. At that time, we contacted our lawyer who was assisting in this matter and he advised we file a formal complaint with state and Federal agencies as they were uncooperative with his office as well.
Company Response:
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, our mortgage company paid the wrong amount on our XXXX property taxes from our escrow account. They paid a total of {$1400.00} ( in 2 separate payments for some reason ). The amount was about {$400.00} short ( we don't know why they didn't pay it in full ). The county then sent back the partial payment to the mortgage company, as that is their policy. The mortgage company did not investigate at that point or notify us. In XX/XX/XXXX we received a check for {$1800.00} from the mortgage company. We thought that was odd so we contacted them. They told us about the county sending the {$1400.00} back to them. We asked why and they said there were not sure why it happened. At this point, we had received no XXXX property tax bill or statement or any notice of any delinquency. We asked them to do an " investigation '' of the matter. We did not hear anything else from them about the investigation. Since we also did not receive anything from our county, we thought the check was some kind of overpayment from something in the closing of the loan since it was just closed in XX/XX/XXXX. Last week ( XX/XX/XXXX ), we received a letter from an attorney stating our delinquent property tax bill had been purchased by a private company and that we would need to pay a total of {$3500.00} or our house will be subject to foreclosure as of XX/XX/XXXX. This amount includes delinquency fees and attorney fees. We spoke to our mortgage company on XX/XX/XXXX and told them about the letter. We were told this was not our error and that they would be investigating it. We have not heard anything from them since then. We made sure to tell them this was an urgent matter. After a lot of phone calls, we have discovered that the county had been sending our tax bills and notices for XXXX to the wrong address, our old address, where we had not lived in over a year. We are not sure why someone on the county level did not properly record the address from the deed. We are still looking into that. But that explains why we never received the XXXX tax bill or any notices of the taxes not being paid. We thought our mortgage company was taking care of it, as they were supposed to. We would also like to note that they have already sent a payment for the XX/XX/XXXX year and it is once again the wrong amount.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 404XX
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is NOT a duplicate request. I had contacted the CFPB to follow up on my complaint # XXXX in late XX/XX/XXXX due to a letter received on XX/XX/XXXX. I was informed I could not receive any information as there was not enough information to verify my identify. I am now filing online to follow up. I reached out to the servicer, PHH Mortgage Services as I received a debt collection letter from a " purported '' foreclosure attorney, XXXX XXXX XXXX in XXXX, MA. I sent a debt validation letter in XX/XX/XXXX as well as a QWR ( Qualified Written Request ) to the servicer. What I sent to PHH in the QWR is not what I received. I received a copy of pages of outrageous purported billing charges/fees which included services that don't even exist, as well as information that directly contradicts information I was just able to locate in a XXXX tax document, that was from XXXX. Meaning, the information I received in XXXX from PHH for XXXX accounting does not agree with the actual XXXX tax document in my possession nor was it sent to the IRS by the servicer as it doesn't appear on my transcripts that I recently reviewed. In addition, one of the single page documents from PHH was illegible, unreadable! Not sure it's even readable with a magnifying glass! PHH directs me to contact their Research Department for additional information which is the exact address where the QWR was sent, letter is signed as the Research Dept. Interesting, PHH states in their QWR reply, no fraud has occurred. That statement would be incorrect, all the fraud was removed. In the reply, based on the information PHH states it has, PHH failed to state there was a foreclosure in XXXX, mortgage was written off, charged off or XXXX, the foreclosure was void/invalid by the court in XXXX ( in a case brought by the Plaintiff ). Another case was brought by the Plaintiff ( purported XXXX XXXX XXXX XXXX for XXXX ) was dismissed in XXXX ( XXXX XXXX due to the XXXX decision ). In another case brought by the Plaintiff regarding a quiet title action, the court ruled against the Plaintiff in XXXX, the ruling denied the Plaintiff the authority to foreclose, quiet title action decision was in favor of the Defendant/Homeowner , along with title to the property and no encumbrance on the property, meaning title free and clear to the Defendant/Homeowner whom has lived in and owned this property since XXXX! The property is not vacate, no maintenance has EVER been done at the property, other than by this homeowner though PHH recently sent a document reflecting charges/fees for such.
Company Response:
State: MA
Zip: 01902
Submitted Via: Web
Date Sent: 2021-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Two issues : 1. misapplying funds allocated for escrow 2. reported late payments after agreeing to forebearance due to loss of income due to Covid 19 PHH mortgage I have made two payments marked to be allocated to my escrow balance. Both payments were applied to my principal balance. Futhermore, this company repeatedly fails to allocate funds as indicated by the mortgagee. In XXXX of XXXX, I called to report a loss of income to PHH due to temporary job loss due to Covid 19 related layoffs. PHH agreed to forgo payments for a period of time ( 6 months ) but reported my payments as 30 days past due in consecutive months XX/XX/XXXX and XX/XX/ to the credit bureaus. I disputed with the credit bureaus but PHH did not correct the misinformation.
Company Response:
State: TX
Zip: 77083
Submitted Via: Web
Date Sent: 2021-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a service connected XXXX veteran at XXXX XXXX. I have a VA loan at 2.6 % I asked XXXX XXXX XXXX for a cash out Refi and then refused the deal because it was a bad deal. I applied for co-vid forbearance prior to this and it was paid in full but asked for an extension and it was granted until XX/XX/2022 by the mortgage servicer PHH. Since asking for the extension they transfered my loan to another service provider and then are demanding payment in full and tacking the next months payment into the last statement a week before it is even due as well as 2 phone calls asking where is all the money. I have the forbearance letter from PHH and and I had a plan to catch up the payments within that time frame given although it is supposed to be longer. This company is running a scam! I have contacted the VA and also going to file with the state and US attorney General!!
Company Response:
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2021-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 my mortgage was sold to PHH mortgage from another lender. While I understand this is a common process, I was told on XX/XX/2021 that I was going to be charged a servicing fee of XXXX for online payments. Given I wasn't originally charged this fee from my other servicer this seems like consumers holding the bag for business transactions. I had no interest in playing fees on something that they can't provide a clear explainable reason as to why those fees are necessary for online payments. They said those fees would disappear if I opted in to autopay or if I went paperless. This is a blatant disregard of consumer fairness in a process I am completely unable to play a part in.
Company Response:
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2021-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX PHH Mortgage acquired my mortgage from XXXX XXXX. At the time of the acquisition I was just finishing 6 months of forbearance, as allowed by the federal government due to Covid, and ready to resume making payments XX/XX/XXXX. At the time of the acquisition, my Principal balance was {$150000.00}. When I received the statement from PHH they said my Principal balance was now {$150000.00}, which was quite a surprise. They had split my mortgage into 2 separate balances, {$6400.00} added to the end of the loan as non interest bearing from the forbearance, and {$140000.00} for the regular principal. Through several back and forth phone calls with PHH no one was able to explain the Non-Cash Adjustment of {$2300.00} on XX/XX/XXXX. They kept telling me they'd have to send it to the research department and call me back in a week. They always called back in a week and still couldn't explain what it was. They would just say that it's a Non-Cash Adjustment, but couldn't tell me how they arrived at that figure, nor why it reduced my principal from {$150000.00} to {$140000.00}. They also couldn't explain why the 2nd Non-Cash Adjustment ( this one for {$6400.00}, also on XX/XX/XXXX ) INCREASED my principal. By my calculations, they're charging me {$4000.00} and can't explain why. I've been very patient with them, giving them every opportunity to provide a reasonable explanation, but no matter how I figure it, it doesn't make sense to me. I'm not unfamiliar with mortgage terms, as I worked in banking, finance, and mortgages for 12 years at 3 different banks. If you can assist me that would be wonderful. Thank you.
Company Response:
State: MI
Zip: 49417
Submitted Via: Web
Date Sent: 2021-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A