Date Received: 2021-09-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: PHH Mortgage is impossible to communicate with. Recently they have realized how much money they could make processing the phone payments for which XXXX XXXX was charging a {$7.00} fee. What they did was turn a simple process into a complicated process which now takes ten minutes and eighteen separate phone prompt decisions just to make a basic mortgage payment. Also the language is basically designed to confuse their mortgage holders in order to collect more money by creating approximately two dozen opportunities to make a mistake which is very confusing for their senior customers. PHH is an evil empire and this issue needs to be addressed as soon as possible. PHH also sends out fake letters claiming mortgage payments could be cheaper in order to receive those fees when actually any late payments in the past year makes it impossible for someone to qualify for these offers! .
Company Response:
State: NY
Zip: 10956
Submitted Via: Web
Date Sent: 2021-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-08
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: PHH Mort Svc XXXX has been paid off since XXXX of XXXX. There are numerous late payments reported and I was never late paying the note. I have called constantly to rectify the problem and was told that it would be taken care of. I am in the process of purchasing a new home and I am having trouble with these late payments. Please have them removed and report as " Paid as agreed '' XXXX XXXX XXXX XXXX XXXX I am a victim of Identity Theft. This is a fraudulent account in the amount of XXXX XXXX XXXX XXXX XXXX I am a victim of Identity Theft. This is a fraudulent account in the amount of XXXX XXXX XXXX I am a victim of Identity Theft. This is a fraudulent account in the amount of XXXX I have filed an FTC report on all of these items along with the numerous inquiries reported on my credit file
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45417
Submitted Via: Web
Date Sent: 2021-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My mortgage was opened in XXXX with a maturity date of XXXX. Over the years I have refinance and also did a modification in XXXX but in all instance my maturity date remained XX/XX/XXXX. In XXXX I requested a 2nd modification, it was approved. I was excited to get the modification because I needed the assistance so I signed it, I did not realize it was a balloon payment with a new maturity date of XX/XX/XXXX. I found out about the balloon payment over the summer of XXXX. I was told I could complete a mortgage assistance request which I did but it was denied..reason my mortgage was current and affordable. I was then told I can refinance, I tried refinancing with the same lender PHH I was told everything looked good and the next step would be my closing, after not hearing anything I reach out and was told I was denied because in XXXX I became ill and my mortgage payment fell 2 months behind. I reached out to XXXX XXXX XXXX for assistance, we contacted the lender together and after 2 hours on the phone with the escalation department ( spoke to : XXXX # XXXX ) and the modification department ( spoke to XXXX ) I was told my only option was to do another mortgage assistance request or find another lender to refinance. While we were on the phone an attempt was made by XXXX to set an appointment with my relationship manager. XXXX stated there was a flag on my account indicating no appointment can be set up with my relationship manager and also that she was not authorize to reach out to a supervisor. I completed another mortgage assistance phone intake today XX/XX/XXXX, I was told in 5 days I will get something in the mail me letting me know my options. My balloon payment is due in less than 30 days amount of {$380000.00}, this is impossible for me to pay and PHH shuts me down with every request I made to resolve the situation. My only request to PHH is to put my maturity date back to XXXX. I have included the XXXX modification agreement showing the change in maturity date.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02186
Submitted Via: Web
Date Sent: 2021-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was offered a loan modification after I came out of Covid-19 forbearance. The modification trial payments were to begin XX/XX/2021 in the amount of {$380.00} a month. I later received a letter from my mortgage company saying there was an Issue with my title and I needed to submit information to them via email by XX/XX/2021. The letter also stated until the title Issue is resolved I should continue to make my trial payments on the due date. I was able to track down the lien on my home and paid the XXXX XXXX XXXX XXXX to satisfy the lien. I sent documentation XX/XX/2021 from the XXXX XXXX to my mortgage company with the satisfaction of lien that was being sent to the county to be recorded. The document contained all relevant information however it was not the official recorded copy. I then proceeded to make my first modification payment as instructed on XX/XX/2021 via XXXX XXXX. On XX/XX/2021 the lender rejected my modification payment citing there was no recorded copy of the lien release to which I informed them I sent the letter directly from the XXXX XXXX, however I am waiting on the official recorded copy from the county. Since the payment was rejected I am now out of the service fee provided to XXXX XXXX in addition to needing to wait up to 10 days for the payment to be returned to my account. I feel I am not being treated fairly as I followed directions given to me and was told to continue to make my trial payments until the title Issue is resolved which the lender knew is in the process.
Company Response:
State: MO
Zip: 63135
Submitted Via: Web
Date Sent: 2021-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-06
Issue: Communication tactics
Subissue: Used obscene, profane, or other abusive language
Consumer Complaint: I had a scheduled phone call with PHH Mortgage senior manager of the ombudsman with Ms XXXX XXXX on XX/XX/2021 at XXXX XXXX .Ms XXXX called me the first words from her is Mr XXXX what do you want? I started to explain and Ms XXXX started to raise her voice and was shouting at me you are a fraudster scammer. I told Ms. XXXX to stop before she said something she was going to regret. Ms XXXX is senior management and should have training to treat customers ' past or present with respect and dignity. Her tone was demeaning and cruel. Ombudsman is there to work through complaints not degrade the customer. XXXX XXXX
Company Response:
State: SC
Zip: 29708
Submitted Via: Web
Date Sent: 2021-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The issue with this started back in XXXX when my husband passed away. The loan became 2 months behind as I was trying to take care of the expense of his passing and find a 2nd job. I called the mortgage company to try to get some help but they would not talk to me as the loan was in my husbands name and not mine. I was on title as we had a trust that shows I had interest in the home. I tired for years to get them to approve me as the owner of the home and asked for them to approve me to be able to be on the loan. I sent paper work over and over again only to be turned away and told they could not talk to me. The loan was sold several time and each and every time I would call and send in the papers they requested. In XXXX I was told not to worry as the loan was covered under a bankruptcy and that they were not trying to collect on the loan. I still tried all the time to get them to talk with me so I could work something out and say our family home. They would not give me a payment amount and they would not accept my payments. Again every time I would call they would not talk to me. In XX/XX/XXXX I received a Notice of Default. I contact the bank which was now PHH Mortgage and they told me again they could not talk to me. We also contact the trustee attorney and they would not talk with us. I got some help and then sent in all the papers to the bank Over and over again they said they would not talk to me even though I sent a authorizations 2 times. On XX/XX/XXXX I sent all documents again. On XX/XX/XXXX still no updates and they would not talk to anyone. On XX/XX/XXXX I received a letter that I was approved as the Successor in Interest on the account. We then sent out a qualified written request and notice of error to the bank on XX/XX/XXXX it was sent fax and XXXX. On XX/XX/XXXX they stated the would not be able to respond as no one was authorized on the account. We resent the authorization to the bank again on XX/XX/XXXX. We then received a letter on XX/XX/XXXX that was dated for XX/XX/XXXX that said they had set a sale date on the home for XX/XX/XXXX. We were in shock.. I thought we were still covered under the mortarium and that they could not start a notice of sale process till after XX/XX/XXXX. We then requested the bank to review me for a Modification. All the papers were sent on XX/XX/XXXX and on XX/XX/XXXX they informed me that the sale was placed on hold till XX/XX/XXXX. On XX/XX/XXXX we were infromed that they could not grant me a Modification due to the balance of the loan being to high and that I would not qualify for any options expect Short Sale or giving the home back. Each option would give me relocation funds. I then listed the home on XX/XX/XXXX. I did not receive any offers as the home does need a lot of work and most buyers did not want to pay market value for a home that need that much work. We kept trying but still did not receive any offers. We then submitted in for a appeal on the modification on XX/XX/XXXX and we were told it would take up to 30 days to response. Again we still did not get the qualified written request response back. We were waiting for a response but we did not receive anything. We did receive a offer on XX/XX/XXXX and sent the listing and sales contract with the request for a short sale. We sent the offer to the bank with all needed items on XX/XX/XXXX. We called the bank on XX/XX/XXXX and they informed us that they received the information and they would see what they could do. They came back and told us that they could not do anything as they did not have enough time to review the offer. We asked them why they did not respond to the qualified written request and they inform us that is was completed on XX/XX/XXXX and that could email the info out to us. We also asked about the appeal and they informed uws it was declined on XX/XX/XXXX and that they would send a letter as to why it was declined. We asked for the sale date to be placed on hold so we could close the short sale but they said they would not and the home was going to sale on XX/XX/XXXX. I do not understand why I was not given anytime to understand and read the qualified written request response, and why I was not given time to read the appeal decline. I also do not understand why I was not given enough time to complete the short sale as they requested me to try and do. I am requesting that PHH mortgage places a hold on the sale date so we can try to complete the short sale and try to understand why we have been turned down as the appeal request a response to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90501
Submitted Via: Web
Date Sent: 2021-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I can not access my PHH Mortgage account at all using their online portal. I had forgotten my password. They sent me a link with my new password. That password did not work. I tried again and that password also did not work. I took a screen shot of both my email with their password and their web site with the password and my exact username not working. I believe being unable to access your own account violates CFPB guidelines. I also saw that they reported my account as delinquent one day and fixed it the next day on my XXXX credit report. I would like to know why. I also would like to know if my auto pay is turned back on as they mistakenly removed it twice this year, causing my credit score to drop 140 points for the first time in 20 years. Their customer service is horrible.
Company Response:
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2021-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-05
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Loan is on my credit for a mortgage with PHH mortgage Service for {$450.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11214
Submitted Via: Web
Date Sent: 2021-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Saturday XX/XX/2021 XXXX My mortgage servicer Ocwen or PHH Mortgage XXXX XXXX sent a representative to my home from XXXX XXXX XXXX to my to declare it abandoned and vacant. The representative handed the notice to my uncle. The representative was told the house is not vacant or abandoned. He told my uncle that I would have to call a number to report that it wasnt vacant because he is reporting it is. There is currently a foreclosure moratorium in Washington , DC. There is a loophole about abandoned properties. I believe the mortgage servicer is trying to fraudulently claim the house is abandoned to put the house up for a foreclosure sale. The servicer is also refusing to give me COVID relief assistance.
Company Response:
State: DC
Zip: 20010
Submitted Via: Web
Date Sent: 2021-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: this lady XXXX XXXX XXXX ; They are giving out fraudulent documents where I never gave them any paperwork. They are trying to follow the same process to foreclose on my home loan and I never spoken to this lady XXXX XXXX XXXX nor did she show up for the first appointment and I ended up speaking to an in placement case manager by the name who is XXXX XXXX who was very helpful and answered all my questions ask and was insightful I feel comfortable speaking to her. MS XXXX XXXX XXXX was late for the second appointment she call back but by that time I had to leave. It seems like a setup and they are a fraudulent company where this lady left a very squeaky message hard to understand as well understood and not good for me and to speak too. They Are seems to be doing the same thing as Ocwen mortgage did. After I sent them an email as requested to change my relationship manager they refused to. You can tell by the transfer that the investors never review the loans they bought them in bulk fraudulently. They did not check to qualify the loans for transfer. I have been " impacted by the coronavirus covid 19 '' / pandemic-related financial hardship. Also, " NOTED '' it does not matter the status of the loan. current, delinquent or foreclosure status or to file bankruptcy XXXX! I ask for my loan to be place under the Protection of the " cares Act ''. I have included my letter sent to Phh Mortgage and the letter of response that they receive it on XX/XX/2021. For I spoke to a XXXX at XXXX mortgage and had a very lengthy conversation and he stated to me that he was going to send a email to the other department concerning my complaint and have someone reach out to me concerning my concerning my complaining to change relation manager and who ever is reading these emails seems like they are looking for certain customers to call and give them a series of excuses as not to help fix or change the status of certain loan for i find that very very rude by the constant rejection to whatever i ask for they just send out rapidly to me please fix this whole situation please. etc etc etc etc!
Company Response:
State: NJ
Zip: 07205
Submitted Via: Web
Date Sent: 2021-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A