Date Received: 2023-10-16
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: XX/XX/23 PHH made double payment for 1st instatement XXXX XXXX property tax that was paid by title company on XX/XX/23. Over a month I tried to get my money back on my escrow account, but PHH said that XXXX XXXX cashed their check, and they still working on getting the money back. PHH is unable to explain why and how it happened, and also when I will get my money back. They said that it completely depends on XXXX XXXX now. Each time I asked to talk to their supervisor, they say supervisor will call me back in 24-48 business hours, but he never calls me back. I spend hours and hours on phone calls without any results. Please Help.
Company Response:
State: IL
Zip: 60015
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-16
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I have for XXXX weeks been trying to get an appointment with the loan relationship XXXX who is stated they received the modification request and POAs and XXXX related to medical issues and they will not provide a time with a relationship XXXX before the foreclosure date. Theyve gone up on the mortgage from its original payment price of {$650.00} per month to {$1200.00} per month. Theyve sent assessors out and charged that to the account, on top of the lender insurance. We made payments {$550.00} every XXXX weeks with AWD and that still was not enough to pay the mortgage. Had to resubmit POA paperwork to talk to them over a month ago ; I get shuffled from XXXX rep to another with different stories despite asking for escalation. Each week I am told theyll have an answer in 5 days on the modification, yet no answer. This is a game to them and its ridiculous.
Company Response:
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: NEED COPY OF APPROVED MODIFICATION XX/XX/2023. NEED TO TALK TO INVESTOR DIRECTLY OMBUDSMAN DEPARTMENT. NEED PHONE TO SEND IN XXXX XXXXXXXX INFORMATION.
Company Response:
State: NY
Zip: 11704
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My wife and I were under a forbearance agreement with PHH mortgage. We gave them one payment at that time of what we could afford, PHH started the billing process on us and stated that we were late now. They reported us late for the next 6 months till we had to work out payments and a loan modification. Since then, we have paid on time every month. We have complained about the negative reporting before, and their response is as always. Per the fair debt collection act, we have the right to report what we want. I have advised them that since they agreed at the time to follow the cares act, they are governed by the rules and not allowed to report something negative like that. the past two times they have stated they would check into it and have someone get back to us. Recently we applied for an equity loan and was turned down because of our payment history from the mortgage company. With a forbearance in place and after the modification we signed with them they have continued to show and report negative remarks from our past history and from our late fees and account issues from the forbearance time. they see in their system that we signed the forbearance agreement however they didn't follow the rules on their side. I have done the research and found that they have done this to several other clients also.
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: This account has been brought current by after two years of problems with PHH MORTGAGE SERVICES ( who also made us go through XXXX XXXX XXXX XXXX for a while and then said that it was just advertising ). The problems with PHH have been EVERY MONTH. They delay posting payments and then claim they are late, then put monies in a holding account, then years ago that forced us into bankruptcy to keep our home of 20 years at that point. Now that account is was again up-to-date, we tried to make the XXXX pmt online but they account said that service was UNAVAILABLE to us ( But this is the tactic starting all over again that they use to delay pmts and then claim pmts are late ). We made a phone pmt on XX/XX/XXXX. It is now XX/XX/XXXX and they still have not posted the pmt. We have talked to them 3 times since making pmt. Each phone call last average of two hours. They PURPOSEFULLY make it Very difficult to pay. We called on the XXXX and asked why the pmt wasn't posted, they claimed bank rejected it. We went to bank and got a read out of the day before, day of and day after and talked to bank. They said PHH never attempted to withdrawal funds even though PHH claimed it was bank error. It was NOT. On XXXX XXXX they reinitiated the pmt and again said it would not post for several days ( they declined to make a debit card payment and only would accept check ). We also have attempted to fill out paperwork to be able to make online pmts. NEVER has any other company been so deceptive, and purposefully negligent that makes it close to impossible to make payments and have them correctly posted. XXXX XXXX in the loan holder and they used to use OCWEN Mortgage Servicing but had to pay out due to fraudulent/predatory lending. They had to pay us as well. Then they just changed names to PHH but same fraudulent/predatory practices are remaining. WE WILL NOT LOOSE THIS HOUSE. THEY WILL NOT WIN! Last time they did this they held all our funds they would not apply to account ( because they said since it was late it was all due... BUT this is how they make it 'late '!! ) They held several XXXX in a holding account and that was never applied. They steal funds, they lie, they make you wait for hours to take care of Any business and don't apply. I want to be able to pay my bill online and have it applied TIMELY. I really want another servicing company that is not negligent and VILE THIS IS A COPY OF THE COMPLAINT I MADE TODAY THROUGH DEPARTMENT OF SAVINGS AND MORTGAGE LENDING. I WILL KEEP SUBMITTING UNTIL THIS PREDATORY BEHAVIOUR STOPS
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: To Whom It May Concern : I am writing to inform you about the horrific experience I am having with PHH Mortgage corporation and would like to file a complaint with the CFPB regarding this matter. I am a XXXX XXXX XXXX veteran and currently have a VA loan through the Department of Veterans Affairs ( VA ). I believe that my family and I are being discriminated against because we are an XXXX minority. I believe that PHH is attempting to foreclose on our home despite our full cooperation and compliance with all requested documentation. Please find a timeline of events below. We experienced extreme financial hardship in XXXX due to several factors including XXXX, a job loss, a hurricane, and a severe decrease in our income. We immediately contacted PHH Mortgage and were told we could enter a forbearance program that would stop our payments until we were able to resume payments upon improvement of our financial situation. We were told that our missed payments would be pushed to the end of our loan at the end of the forbearance period and that wed re-enter good standing with our mortgage after that. Upon resolution of our financial situation, we contacted PHH to notify them that we were able and interested in resuming payments towards our mortgage. We were told to submit an application and provide financial documentation ( bank statements and income tax return ) for proof of income. We were told that this would allow them to provide us with options for resuming our payments as we were not allowed to make payments unless we were able to pay the entire amount of all missed payments during forbearance. We submitted the forms and were approved for a trial loan modification which included trial payments with an almost {$700.00} increase in our original mortgage payment, the first of which was sent in XX/XX/2023. We were told to make one trial payment, then were told to make three additional trial payments upon completion of the first payment ( sent in XXXX, XXXX, and XX/XX/2023 ). After 4 successful trial payments, all of which were made well before they were due, we were sent additional documents to sign, agreeing to the loan modification, requiring a notary. We submitted the documents exactly as they were requested and were told that we denied solely because the notary omitted my middle initial. We attempted to speak to a supervisor regarding this matter and were denied the opportunity. We were told they would review the notary issue and get back to us. Upon review, we were told that it was in fact denied and we needed to either begin the application for modification all over again, foreclose, or enter short sale. We, of course, agreed to submit the application again. We were asked to, yet again, submit an application and provide several documents including our bank statements. Upon submission of these items in XX/XX/2023 and a processing period, we received a letter in the mail requesting our bank statements again. We submitted them again, along with additional documentation for clarification though it was not required. After a processing period, we again received correspondence asking us for our bank statements. We submitted them a third time by the requested due date. Each letter requesting bank statements was received a month apart. We then unexpectedly received a letter in the mail at the end of XX/XX/2023 stating that PHH Mortgage had begun the foreclosure process on our home. We immediately called PHH Mortgage upon receipt of that letter to address the miscommunication as we had sent every piece of required documentation on multiple occasions. We were told that we had never sent in the required documentation by the XX/XX/2023 due date. We told them that we had proof of email submission on XX/XX/2023 and upon bringing this to their attention, they confirmed that they in fact had received the bank statements. They then said that we needed to highlight the deposit amounts ( highlighting of the deposits was never requested in the paperwork sent from PHH mortgage ) and resubmit the bank statements yet again. We complied. The following day we called back to confirm receipt and were told that, upon review, we needed to submit the bank statements YET AGAIN as they needed to be highlighted. We advised them that the documents submitted the previous day had been highlighted as requested. It has continually appeared as though PHH mortgage is either not looking at the documents we submit or simply trying to push us out of our home. The representative confirmed that they were in fact highlighted and stated that he would submit a request to have the underwriting team review the documents again. On XXXX, we called PHH mortgage again to speak to a supervisor regarding the settlement of this matter and were transferred 4 times and on the phone for a total of an hour. We were never transferred to a supervisor and were not allowed to speak with someone who could actually assist with this matter. We finally received a call back on XXXX from a supervisor who assured us that shed review the documents we provided and would call us back the following day. She has not returned our phone call to this day despite various email follow ups requesting her to please call us back as she assured us she would. We are doing everything in our power to make payments on our loan and keep our family in our home; but we feel that PHH Mortgage is purposely trying to foreclose on us and prevent us from getting into good standing on our mortgage loan. We believe this could be due to discrimination as we are an XXXX minority family. Please assist us in this matter as we are willing and able to make payments and do not want to lose our home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33881
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: I tried applying for a loan modification with PHH, but they will not take in any application for a loan modification.
Company Response:
State: NY
Zip: 11727
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Prior to XX/XX/2023, my mortgage was serviced by XXXXXXXX XXXX XXXX located in XXXX, XXXX My loan was sold to PHH in the normal clumsy manner with poor notification prior to transfer. Subsequent to the transfer, my insurance coverage that was renewed in XX/XX/2023 ( with yet another increased premium ) was deem inadequate. PHH provided me with a letter indicating that I had to get another insurance company that met their coverage standards. Problem, I have bundled coverage for my cars, and home that is affordable and adequate as I live in XXXX XXXX XXXX area XXXX feet above the XXXX XXXX in a well-maintained common areas with two fire stations within 5 miles. My chief complaint is that having an arbitrary assessment ( Non-AI ) will cost me much more money that my expenditure is now as I have been with this company for 30 years. Additionally, I am not responsible for the XXXX XXXX XXXX for insurance companies and Banks I deal with and to be jerked around is demeaning and condescending. I think such an assessment should have been made prior to my loan being transferred and with ample time ( XXXX yr ) to seek another carrier when the existing carrier has stated publicly that they are correcting the capital requirements noted by PHH. I sense that RESPA and Reg B is being trampled and notifications should have been made known prior to my loan sale and transfer. I an surely not the only person with this issue and sense XXXX are being adversely targeted and senior and minorities as well. I can live with a remediation of the request in a 1 year cycle unless the existing carrier addresses their problem. Note : My home has fire resistant siding and roof. My Neighborhood is well maintained and modern. Fire departments are nearby. My request is that more care should be performed prior to steering consumers to high cost carriers PHH prefers.
Company Response:
State: CA
Zip: 94591
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: This complaint is against PHH Mortgage Services and its parent company, Ocwen Financial Corporation. In XX/XX/XXXX, a burst water pipe caused over {$100000.00} of damage to my home. My insurance company doesnt pay for all of the damages at once. They release claim funds in chunks. PHH Mortgage, as the lienholder, is required to be a party to the claim checks issued by the insurance company. For reasons that no one at PHH can explain, they are holding funds that have already been approved and released by the insurance company. XXXX XXXX has released 66 % of the funds. PHH has only released 42 % to me. PHH will not release any additional funds until my repairs are 80 % completed. No one at PHH can explain to me how I will be able to achieve 80 % completion with only 42 % of the money. Their only response is thats our process and we can not deviate from it. Every person I have spoken to says this. We have been living without a kitchen since XXXX, and more than 50 % of our main floor was damaged. PHH has an endless call center approach to customer service. There is only one number available for discussing insurance claim checks. You can not escape the call center, and they all read from the same script. PHHs website only has one toll-free number ( which also goes to a call center ). When I call that number, they transfer me to the same claim call center. PHH does not publicly list any names of the management team, or the names of anyone at their company, on their website. It is impossible to locate a reasonable human being that is willing to discuss the issue. The one name I could find elsewhere belongs to the CEO. I sent a letter and full documentation to PHH CEO XXXX XXXX on XX/XX/XXXX. He chose not to respond, or to have anyone else respond directly to me. Instead, I received a form letter which said that it will take 30 days to get a response from the claims department. No one in the claims department has the authority to resolve this matter. If my own mortgage company wasnt involved, we would have a family Thanksgiving in our own home. Because of PHH, we probably wont even be able to finish repairs before XXXX. It appears that they prefer we live in a damaged home indefinitely. PHH apparently only wants to communicate by either a call center outside the US, or by snail mail, which continues to lengthen the amount of time we are living in a damaged home.
Company Response:
State: GA
Zip: 30075
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: I have been trying to apply for a loan modification or any help that they could offer me, but PHH dosent want to offer any help.
Company Response:
State: MD
Zip: 219XX
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A