Date Received: 2021-06-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: PHH Mortgage Services ( PHH ) has, in my opinion, falsely reported I missed a mortgage payment for XX/XX/XXXX and XX/XX/XXXX. This company has been unresponsive to my request to discontinue my escrow account after the first year of the loan. At the closing, in XX/XX/XXXX I pre-paid the first years ' homeowners insurance and property taxes for XXXX. In addition, I started an escrow account for $ XXXX/mo to pay for the second years ' homeowners insurance which $ XXXX/yr. Three months after the closing, PHH decided to DOUBLE MY ESCROW ACCOUNT and raise my PITI from $ XXXX/mo to $ XXXX/mo! I refused the unwarranted increase because it's double what my homeowners ' insurance premium is. As for my property taxes, I had selected to pay my property taxes myself. I have been unsuccessful in dealing with PHH and decided to refinance with another mortgage company. In my opinion, PHH fraudulently reported I was late in paying my mortgage payment in an effort to block my refinance. Not only did it terminate my refinance, but it also lowered my credit score by 109 points. My XXXX score had been XXXX!! In an effort to prove my contention, I had my bank, XXXX XXXX XXXX XXXX submit a " History of Payments '' showing I HAD NOT MISSED NOR BEEN LATE FOR ANY PAYMENTS! ( DOCUMENT ATTACHED ) The statement has confirmation codes for every payment. I have submitted a dispute with XXXX but the incorrect information was not removed. As a consequence, I have submitted a challenge to the dispute and submitted the History Of Payments to prove the false and in my opinion, fraudulent reporting by PHH. I'm requesting that PHH remove the false late report which has damaged my credit and restore my credit score.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77070
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have tried to pay-off this loan since XX/XX/2020. I requested the pay-off amount and was told that the loan could not be paid off without first receiving a pay-off letter from PHH. It was not a problem but during that time, the mail was slow. I requested the pay-off amount through via secure email and was told that was not possible. I did submit this issue to this agency but did not see where proper resolution occurred. In fact, the check that was forwarded to PHH ( {$35000.00} ) was returned. I have been paying ahead $ 5000 monthly. The balances received have not been reflective of the payment amounts -- interest and principle. The balance is now approximately {$10000.00} and I am now past due. This month, I received a past due payment amount of {$390.00} although the previous amount paid in XXXX was {$5000.00}. The XXXX payment was {$1000.00}. This could affect may credit rating as well. This company is intentional about discouraging pay-offs and is actively engaging in practice that could be considered as discriminatory. The practices that I am seeing appear to be not even legal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, On Saturday, XX/XX/XXXX, I receive my annual escrow statement, dated XX/XX/XXXX, indicating that as of XX/XX/XXXX I would have a negative balance of $ XXXX. In addition, that as a result of this negative balance, my escrow account would have a shortage of {$4000.00}, increasing my monthly payments from {$2000.00} to {$2100.00} over the next 36 months. My escrow balance will not be - {$1000.00} as of XX/XX/XXXX, but will be {$3900.00}. If you review the enclosed statement, it shows that as of XXXX, XXXX the balance in my escrow account was {$10000.00}. If you add the XXXX escrow payment of {$980.00} and subtract my 1st installment XXXX taxes of {$5000.00}, which is four XXXX 4 ) months late, the balance is {$6700.00}. If you review the screen shot of my escrow account, that is my current account balance. However, if you review the prior year account history, on XXXX, XXXX they incorrectly withdrew the {$5000.00} twice creating a balance of {$1600.00}. Then they added the XX/XX/XXXX escrow payment of {$980.00} and subtracted the XXXX second installment tax payment of {$3700.00} creating a negative balance of - {$1000.00}. Why would they subtract the estimated 1st installment tax payment of {$5000.00} and then subtract the actual 1st installment tax payment of {$5000.00} for the year XXXX? In actuality, if you take the current balance of {$6700.00} and add the XXXX escrow payment of {$980.00} and then subtract the 2nd installment tax payment for XXXX of {$3700.00} and subtract the {$7.00} agency fees, the balance as of XX/XX/XXXX will be {$3900.00}. I have had to file three complaints against this company. I am too busy and don't have time to write you every week regarding their incompetency! I am sick of this!.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60612
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is still unresolved. When my loan closed with XXXX XXXX XXXX, they collected 3 months of hazard insurance {$100.00} x 3 = {$310.00} and 4 months of Property Taxes {$530.00} x 4 = {$2100.00}. which would be a total of {$2400.00}. When I received the Notice of Servicing Transfer letter from you it indicated my escrow balance was {$1900.00} therefore, I am owed the difference of what was collected vs what the amount in the escrow account was as of XXXX, amount due to me is {$510.00}. ( See attached ). At the time of closing {$3200.00} was held to pay the 1st half taxes. When PHH Mortgage paid the 1st, half taxes they used the funds in the impound account. The Settlement Statement that I previously provided is attached. I have been in contact with XXXX XXXX XXXX and they have indicated that sent all the funds that were held in the closing of my loan to PHH Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92563
Submitted Via: Web
Date Sent: 2021-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: during the housing crises my mortgage loan was being service by XXXX XXXX XXXX XXXX. After 6 years in foreclosure I receive a loan modification. I was under duress and facing the homelessness with my XXXX year old child I had no other choice. At the time of the modification the home was valued approximately {$190000.00}. XXXX XXXX place a new loan on the of {$480000.00} this was unconscionable. Additionally this loan has a balloon payment of {$350000.00} on the loan maturity date. There is absolutely no way they value of the home will every be worth {$480000.00} and there is just now way that the home will be value at {$350000.00} on the maturity date of the loan. XXXX did this knowing that there is just no way out. Recently my loan was transferred or sold to PHH mortgage service who has decline to help me. The loan is now owned by XXXX XXXX and is being serviced by PHH Mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60120
Submitted Via: Web
Date Sent: 2021-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am a victim of identity theft. The following accounts were opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft.
Company Response:
State: FL
Zip: 33142
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I am a victim of identity theft. The following accounts were opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76248
Submitted Via: Web
Date Sent: 2021-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During COVID PHH Mortgage offered forbearance plan. Ended it with company XX/XX/2020. Agreement to have amount added to end of loan. Payments were current. They continued forbearance till XX/XX/2020 without my permission. Now they want all forebearance payments up front, did not honor agreement on recorded phone call agreement, no requested documentation received. Reporting scam, will now affect my credit and cant pay all during XXXX recovery. Pursuing lawsuit please assist and advise as soon as possible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60527
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are again being given misleading information and they are intentionally. Who is the investor on our loan, we were told XXXX XXXX is the investor and they denied our request for fixed mortgage term. We received Trial Modification plan XXXX we made our trial payment and the 1st mortgage payment. Received final modification agreement which included a balloon payment term. We called the mortgage company spoke to XXXX ID # XXXX he stated Quality Control Team will be looking at other options. He said the Investors are XXXX XXXX also known as XXXX XXXX XXXX, made the decision to deny the modification. We did not have a balloon payment with our previous mortgage before they modified the mortgage to a balloon term. We were told to resubmit all mortgage assistance documents again so XXXX XXXX could give us a fixed term mortgage. We have resubmitted the required documents and now they have denied our mortgage assistance request and said we have excessive inquires, credit limits on credit utilization is high. We have read in mortgage assistance articles XXXX XXXX XXXX XXXX credit is not to be used as the criteria to provide mortgage assistance. Also we call to asked our mortgage assistance request. Documents in our possession reflect XXXX XXXX XXXX XXXX is the investor on ouying to make us lose our house.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: PHH Mortgage is refusing to respond to our request for the payoff statement to our current loan. The original loan was only under our father 's name and he passed away few years ago. The title of the property has been under my parents, myself and my wife for the last 15 years. After my father passed away, the title ownership continued to remain to 3 of us due the the joint tenancy in the title. Our loan officer originally requested the payoff from PHH on XX/XX/2021 which included the following documents. Full appraisal of property due to PHH demand for an appraisal Death certificate of our father, XXXX XXXX XXXX XXXX of me and my wife Written Certification and authorization form signed by us to request the payoff Title records showing legal proof of ownership of the property It took PHH mortgage 's XXXX department 3 weeks to confirm that the title records show sufficient proof that we are the legal owners of the property. After that they claimed that it would take 4 business days to receive the payoff statement. Today we received another email from PHH that we do not have sufficient authorization to request the payoff starting the process all over again. We are not sure whether they are doing this on purpose or that they are that incompetent. All we know is we have wasted our time and our loan officer has advised us that it would cost us additional {$1600.00} in fee to extend our lock for the refinance if we can not receive the payoff statement immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90808
Submitted Via: Web
Date Sent: 2021-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A