Date Received: 2023-10-27
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My mortgage company paid the previous owner 's home taxes using money from my escrow account and hasn't refunded me yet. The first installment of the XXXX property tax, the county didn't mail it that time, then they put XXXX full year property tax for one bill at XXXX, XXXX. At XX/XX/XXXX, the unit was sold to me. When the mortgage company account department paid the borrower 's first property bill, they didn't think about it and confirmed the borrower 's first tax liability, even though that tax bill is not under the current borrower 's name. They just directly used the new owner 's ( borrower ) escrow account to pay the full year 's property tax {$4500.00}, including the previous owner 's tax liability ( XX/XX/XXXX to XX/XX/XXXX ) {$2500.00} ( this amount was paid incorrectly, which needs be refunded to the borrower ASAP ). PHH just needs to be responsible to the borrower, not anyone else, just needs to pay the borrower 's tax liability on time not the previous owner. PHH claimed that they needed to pay the borrower 's property tax liability on time, but that previous period for tax liability should have never fallen on me. PHH needs to send a note to the borrower, because the tax payer 's name is total different. PHH sent us a letter before after we complained about this and I received this response : *** " As we paid taxes for the incorrect parcel number ( XXXX ) for XX/XX/XXXX (? ), in the amount of {$4500.00} and XX/XX/XXXX, in the amount of {$2500.00}, a tax refund of {$7100.00} has been approved and was applied to the escrow account, which can not change the fact that using the new owner 's money pay previous owner 's tax lability. '' Does that mean our XXXX and XXXX first installment property tax weren't paid? Where is that tax refund? It's not showing up in the ( my ) borrower 's account. In our records, PHH sent by mail, the XXXX property tax bill sent by XX/XX/XXXX first installment sent by XX/XX/XXXX. That payment information on XXXX XXXX XXXX website. Actually, PHH paid the XXXX property taxes and did not any refund to the borrower 's escrow account. I went to the county tax office at XXXX, XXXX to confirm it all. We require a refund {$2500.00}, the first 6 months tax payment for XXXX, which PHH used our escrow account to pay previous owner 's tax liability. I have continued to try and reach out about this issue but they have stopped responding to me.
Company Response:
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: In XX/XX/XXXX, when I was going through my mortgage process, I was told that I needed flood insurance. They then provided me with insurance from XXXX XXXX. Since then, my mortgage company has changed to PHH Mortgage. In XX/XX/XXXX, PHH Mortgage, increased my bill from {$1700.00} to {$2600.00}. I called and questioned the almost {$1000.00} increase. They told me that back in XX/XX/XXXX, unbeknownst to me, my flood insurance went from {$430.00} to {$7700.00}. PHH Mortgage nor XXXX XXXX notified me of the increase. PHH Mortgage took it out of my escrow and left a negative balance of more than {$4000.00}. They said I should've noticed it in my statement, but PHH Mortgage promotes paperless billing and the use of an app which was recently updated and only really highlights what I should pay each month. PHH Mortgage says that they only do reevaluations in XXXX and that it has already been 5 months since the change was made. I will have to pay the increased mortgage until the XXXX is paid back and my escrow is in good standing ( Good standing being about XXXX XXXX at this point since the flood insurance is so high ). They didn't have any updated information for me to contact XXXX XXXX. When I finally got in contact with XXXX XXXX, they told me the same thing. They offered me a premium for {$3500.00}. They said that I would have to pay upfront on top of {$7700.00} in order for me to get a refund. They will not tell me how much they can refund me unless I pay and then cancel. I'm assuming since the period is almost halfway over then they will only offer me half the amount, which means I will get nothing back. For me to get a new flood insurance, I would have to come up with about XXXX XXXX within the year. When I took out my home loan, they verified my income to make sure that I would be able to pay my mortgage and now it seems as they are deceitfully trying to make it so that I'm not able to pay it. XXXX XXXX claims to be giving me a FEMA/NFIP quote but I contacted FEMA and they are saying this is not true. PHH Mortgage or XXXX XXXX or both might be preying on new homeowners that don't understand that private insurance companies are able to inflate their premiums at any point without approval.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06512
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I have not received a response to my previous correspondence regarding the errors or decisions that have been made on the account. Since XX/XX/2023, there have been additional changes to the account. For reasons unknown to me, the following decisions and errors have been made on my account : 1. Failed to reinstate the account in accordance with the HAF program. 2. Returned Txhaf payments. 3. Blocked my ability to make regular monthly payments. 4. Placed my account into a loan modification without my consent or knowledge. 5. Informed me of their intentions to accelerate the mortgage. I don't understand why these decisions have been made. As I stated in my correspondence to PHH dated XX/XX/2023, I can afford the monthly payments. Additionally, due to the fact I can no longer afford to protect/defend my home ownership rights within the deed of trust against errors and mistakes made on the account. My family and I have lost peace of mind and enjoyment in our property, knowing that despite my ability to pay, PHH has refused to reinstate the mortgage without explanation since XX/XX/2023.
Company Response:
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Changes in loan terms during the application process
Consumer Complaint: XXXX XXXX XXXX COLLABORATED WITH XXXX XXXX XXXX and it principal lending officer XXXX XXXX to STEAL almost XXXX after i signed closing documents. After I signed the closing docs to recivece XXXX XXXX XXXX callED the title company XXXX XXXX XXXX PA TO STOP THE WIRE!!! WIRE FRAUD AT ITS BEST!!! SO THEY LATER SENT A DOCUSIGN SAYING IF I WANTED ANY MONEY I NEED TO SIGN.. PLESE DONT LET THEM GET AWAYY WITH THIS
Company Response:
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: XXXX paid our taxes of {$3700.00} on XX/XX/2023. PHH bought the loan and started servicing it on XX/XX/2023 and PHH paid {$3700.00} again on XX/XX/2023. I spoke to XXXX XXXX at XXXX XXXX XXXX tax dept. and was advised that she received XXXX 's check and found that it was an overpayment. She did not deposit the check, she returned the same check to them the beginning of XXXX. That was almost 2 months ago and our escrow account should not be showing a negative balance. I have emailed PHH Mortgage with no response and called several times with no result.
Company Response:
State: PA
Zip: 173XX
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Problem with a company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I am writing to urgently address the enduring inaccuracies on my credit report due to erroneous reporting by PHH Mortgage. My reports show 120 days late, which is false. it was in Forbearance. Despite two prior letters sent on XX/XX/2023 and XX/XX/XXXX with substantial evidence ( that I can't put here given SSN #, etc. ) to debunk the incorrect information, there has been no response or corrective action from their end. Now, over 75 days have passed with no resolution, displaying a clear negligence on part of PHH Mortgage. I have also filed with the bureaus and they all use the online auto info sent by PHH instead of a human being reviewing. The negligence and incorrect reporting by PHH Mortgage have had a detrimental impact on my financial standing. Specifically, My refinance was cancelled and now the rate increase will cost me over {$43000.00}, XXXX reduced my credit line by 90 % due to the incorrect information reported by PHH.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39110
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: XXXX XXXX ( my mom ) passed in XXXX XXXX.I 've ( XXXX XXXX XXXX remained in contact with PHH regarding our intent to improve the property & sell or purchase outright. On XX/XX/XXXX we received a payoff statement reflecting a XXXX for a legal fee of {$2300.00} which they claim was used to start foreclosure. I was not made aware of this. In fact, I spoke with them on the evening of XX/XX/XXXX to request a payoff and inform them that they would be receiving a sales contract. There was no mention of foreclosure. The sales contract was sent to them on XX/XX/XXXX. On XX/XX/XXXX they came to the property drilled out a deadbolt and gained entry. I had just left but returned while they were there. I'm requesting they deduct the legal fees from the payoff amount. Other unapproved charges include title examination fee of {$380.00}, and {$580.00} in landscaping fees and inspections. I want these charges removed as well. We've had the yard professionally maintained. they claim HUD requires them to mow the yard at our expense? According to HUD this is not true. The company they hired to actually made the lawn look worse. It looked like it had been done with a weed eater and the driveway and sidewalks were full of clippings. We couldn't figure out what kept happening and we were asking neighbors if they knew who was cutting the grass. When I received the payoff notice I realized it had been PHH. The amount they're attempting to charge is double what we pay to have the yard cut. This is their way to nickel and dime customers out of thousands of dollars. With reverse mortgages it generally comes at a chaotic time for families. PHH is taking advantage of that.
Company Response:
State: AR
Zip: 727XX
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: We had a bankruptcy in the past but it fell delinquent due to our health issues. The bankruptcy was dismissed. Shortly after that, PHH declined taking our payments. They repeated told us to apply for modifications and that there would be no reason that we wouldn't be eligible. We applied so many times and were denied every time. We were told there was no way to talk to the underwriter department and we had to wait to talk to our specialist. Appointments were usually several weeks out. This only meant that while waiting for each modification review ( and the results ) and waiting to hear from our specialist, we only had more money delinquencies as the months stacked up. We applied for the Help For Homeowners and were found to be eligible for a substantial amount. We called PHH and indicated as such and we were told that they would take the money towards the arrears and would divide the remaining arrears over 2 years so we could get caught up. The state was indeed ready to send the funds only to have PHH also request even more copies of the previous copies they already had. PHH talked with our state specialist and informed them, as well, that PHH would be accepting the payment and working with us. After MANY more months we have only received hang up phone calls from PHH. We again were told to send in income letters, proof of employment, etc. to PHH. We again did that as a " formality ''. We shortly thereafter received notification that PHH will not be accepting the money or working on any repayment plan. They plan on resuming the foreclosure from where they left off about 2 years ago. By not taking a single payment from us for 2 years we are now not only behind the original amount but now add in the additional {$20000.00} that has been adding up while " working with '' PHH. PHH also felt the need to add an additional {$12000.00} for attorney fees. The amount of time that has passed has not only been so much unneeded stress but has resulted in the inability to file for a XXXX XXXXXXXX as the monthly payments would be too high. It's our understanding that if you file bankruptcy you are not entitled to the money offered thru Help For Homeowners and that would put our house payment well over {$2500.00} a month when you include our current payment along with the arrears. The value of the home is only {$160000.00} and we lived here 25 years. Our state worker has even submitted modification paperwork on our behalf as she, also, wasn't getting answers from PHH. We believe and feel strongly our case has been " dragged out '' needlessly from PHH as they didn't want to work with us at any level. Had the denial happened 2 years ago, we could have filed and saved the house. Now with all the time that passed and more arrears mounting, PHH basically is planning on taking our home as we can no longer file and make that bankruptcy payment.
Company Response:
State: WI
Zip: 53215
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: I never received any information on this account because this company no longer is open and they sold my account to another mortgage company. Ocwen Loan Services continued to report inaccurate information on my credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29360
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I submitted a complaint on XX/XX/23. PHH responded asking for proof of homeowners insurance during the period of XXXX. Documents were uploaded again on XX/XX/23, received notification my documents were processed via email on XX/XX/23. I checked the PHH payment portal and still shows the incorrect amount due to the added escrow account, the monthly mortgage should be {$2100.00}, which is the monthly amount I have been paying for the last 35 monthly payments. Please fix and correct it before next month 's payment due date.
Company Response:
State: CA
Zip: 92691
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A