Date Received: 2021-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since this company took over my loan after I refinanced, it has been nothing but headache after headache. After assuming my mortgage not only did they make it more difficult to pay my bill online by trying to get me to agree to illegal servicing fees that they are currently in a lawsuit with 33 states for illegally charging their customers, after signing up for auto-pay to bypass this fee, they now are not accruing for my payments accurately stating i'm past due on payments, when I have bank account statements stating I've made payments. I called to report this error on XX/XX/XXXX after I saw the payment removed from my bank account, but XXXXHH portal showed me as past due. I spoke with PHH agent XXXX ID # XXXX who assured me my payment was processed, but could not explain why the payment amount I submitted was under 'Other ' vs capturing the additional payment I made towards my principal amount, nor did he know why the app and website showed me as past due and late on my payment. I called again on XX/XX/XXXX after not hearing from XXXX, and spoke with XXXX ID # PGA, who informed me XXXX was still looking into the issue, and would followup within 24-48 hours, and that the payment was not applied correctly but to rest assured they would fix this. I have a low-level of confidence in a company that has deceptive practices that don't allow good customers who pay their bills on time to trust it will be processed in an efficient and effective manner. We're now going on to call three with them for an automatic payment process that should not cause this many headaches & hope their faulty payment system doesn't accidently cause a customer to default on their mortgage because of a system error on their end. I demand for PHH to stop these deceptive practices and implore the CFPB to investigate this company especially given recent lawsuit activity in the deceptive practices they are subjecting their customers to.
Company Response:
State: FL
Zip: 33319
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: hello my name is XXXX XXXX ive had mortgage transferred thru different lenders and have done several loan modifications still owe almost as much as i did when i purchased home in 2003 las t modification was extended another 8yrs with higher rate and rates were lower than they had ever been during covid so i had 22yrs they ext to XXXX for XXXX in late pymts no one at that company can explain how they came up with that math this loan was bad from the start was promised a lower rate at closing than i actually got need this explained to to because it doesnt add up
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60448
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-04
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: As of XX/XX/2021, it has been 6 months since my Mortgage Loan Account has been closed with a XXXX Balance with PHH Mortgage. XXXX XXXX has failed to provide me with the Law or a copy of the Actual Updated information in which PHH has illegally reported to XXXX on my behalf causing me harm and lowering my credit score-XXXX points on XX/XX/2021. XXXX XXXX nor PHH has the Legal Right to Report or update any information pertaining to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77066
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This complaint is about Ocwen Loan Servicing fraudulently reporting late payments on my credit report. After my loan was transferred from Ocwen Loan Serving to PHH mortgage late payments showed up on my credit report from XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I have been disputing these items for 9 months with Ocwen Loan Servicing and they have ignored all of my request and have failed to provide validation of these late payments. Loan # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30014
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: ON XX/XX/2021, I EMAILED PHH MORTGAGE THAT THE REMARK KEY ( PPA ) PARTIAL PAYMENT AGREEMENT THEY PUT ON MY WIFE 'S CREDIT REPORT AND MY CREDIT REPORT IS ADVERSE. ACCORDING TO THE FEDERAL CORONAVIRUS AID, RELIEF, AND ECONOMIC SECURITY ( CARES ) ACT, IF YOU MAKE AN AGREEMENT WITH A CREDITOR TO DEFER ONE OR MORE PAYMENTS, MAKE A PARTIAL PAYMENT, FORBEAR, AND DELINQUENT AMOUNTS, MODIFY A LOAN OR CONTRACT, ORGET ANY OTHER ASSISTANCEOR RELIEF BECAUSE COVID 19 AFFECTED YOU, THE CREDITOR MUST REPORT THE ACCOUNT AS CURRENT TO THE CREDIT REPORTING AGENCIESIF YOU WERE NOT ALREADY DELINQUENT. MY WIFE AND I WERE NOT DELINQUENT AT THE TIME OF FORBEARANCE. YET, PHH MORTGAGE PUT THE ADVERSE REMARKS ( PPA ) WHICH CAUSED A 73 POINT DROP IN MY CREDIT SCORE. PHH MORTGAGE RESPONDED SAYING THEY DID NOTHING WRONG. I WANT PHH MORTGAGE TO REMOVE THAT ADVERSE REMARK ON ALL OF THE CREDIT BUREAUS. WE HAVE NEVER MADE ANY PARTIAL PAYMENTS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Again, PHH Mortgage Services ( XXXX ) refuses to provide me the itemization I have requested! Once again, I am requesting an itemized accounting totaling {$40000.00} ; which is the amount PHH Mortgage Services ( Ocwen ) charged me when I refinanced my mortgage in XXXX after 29 years of mortgage payments. I purchased my home in XXXX for {$46000.00} ( 30 year mortgage ) and PHH Mortgage Services only credited my mortgage {$6000.00} after 29 years of payments! Please send an itemized accounting of the one-time payment totaling {$40000.00} that I paid in XXXX. DO NOT SEND ANOTHER PAYMENT RECONCILIATION HISTORY! Send me the specific itemization I am asking for. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64114
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Husband passed 2019 I have spoke with PHH a lot of times to give me a mortgage modification to bring my mortgage current since his death. My name is on the deed of the property. They have gave me bad information and the run around. I don't want to lose my house to foreclosure. I had a XXXX this was from complications of the XXXX I was affected by XXXX. I want to pay my mortgage but no one is willing to help me with the mortgage company. I have sent them my financial information and requested forbearances a lot of times. They turn me down each time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38111
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Once again I have to come file a complaint on my mortgage servicer who can't get it through their heads to stop remoting into my laptop and phones, denying me my rights by blocking website I need to go through to make contact with others needed to report the fraud they committed on me, when they, along with XXXX XXXX XXXX and XXXX XXXX, colluded and participated in a Homeowner 's Insurance Kickback fraud scheme and staged my default, illegally foreclosed on my home where it was auctioned off and sold on XXXX XXXX 2019. They are showing they do not fear the CFPB or place any bearing on this reactive complaint process that I reaching out to the CFPB through for help on my proactive situation but whom it turns out is not even there. They are making a mockery of the whole system and showing they will do whatever they feel like in an effort to no have their fraud exposed. The writing is on the wall that this system favors these mortgage companies and big banks since it allows them the freedom to do what they want and run a muck so long as they don't do it to often where the cfpb will take notice and have to get involved. But if you notice, we have a industry proven to run rampant with fraud and yet never once, has cfpb ever considered what would happen when the homeowner catches their mortgage company or mortgage servicer in the act of actually committing fraud and not after its already been done. The homeowner that does is in for quite a shock when they realize there is not a process in place, not an institution that will help out as they have to helplessly watch as fraud is committed in them and their home illegally foreclosed on and sold at auction as mine was on XXXX 2019. The most they can do is write these letters that only work for mistakes that the mortgage servicer has made, not for blatant in your face, no question about it, fraud that they committed on me and even show on my statements so clear that no one believes as I describe it unless i actually provide the statements as well to show. I can not do that if everytime i have to watch as these people or person that is a part of PHH or who they hired hacks into or remotes into my electronics and intercepts my communication or purposely blocks websites and phone numbers i need to use so that i have to figure out a way around. They do a process called app stacking where they even come behind the scenes when my phone is off, turn it on from their side only, and send through a different version of statemts that they will use at a later date either when they speak with my lawyer or at court that will used to discredit what it is i say and leave me looking as if im lying. They remote in, change the time on my phone or laptop to a day/time in the past and the sender on their side chnges their day time to the same in the past as well and then they send throgh the statments, capture it on my end to show proof later it was received and maybe even acknoledged on my end by emailing something back when these statements are received, and then delete all evidence and get out without the homeowner ever knowing. They mess up when they forget to change the clock like it shows in attachment one i provided.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78233
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My father passed away on XX/XX/XXXX. I petitioned the court to be named as personal representative, effective XX/XX/XXXX. On XX/XX/XXXX, I called PHH Mortgage to inform them of my dad 's death. They asked that I email them the death certificate, documentation from the court and a written statement outlining our intention for the property ( we intended to sell ). They requested that we email the documentation to : XXXX. I called back one week later on XX/XX/XXXX to inquire if my documents had been received and what the payoff balance of the loan was. After waiting on hold for over 20 minutes, I was rudely told that the processing time to read emails on their end was 15 business days. When I asked to speak to a supervisor, I was told that there was no one available to speak to me. I then asked if I could receive a call when my paperwork had been received, but was told that I would have to call back, wait on hold and then inquire if my information had been received after the 15 day mark. I called back two more times ( after the passing of the 15 business days ) and the first time my call was dropped after holding, and then when I called back the call center was closed. The second time I was told that my information was not 'in the system '. On XX/XX/XXXX, I again emailed the documentation to two different email addresses ( XXXX ) and ( XXXX ) for a total of four separate times. I have never received an email or call back from PHH at any point. I also was not able to receive the exact pay off amount on the loan since my initial request on XX/XX/XXXX. On XX/XX/XXXX the title company working with me to sell my father 's home alerted me that they did not receive timely responses, including the pay off amount from PHH Mortgage. The title company reached out to me on XX/XX/XXXX and stated that closing could be delayed due to the lack of response from PHH Mortgage. The title company also stated that the experience working with PHH was among the worst of any mortgage company due to their failure to answer questions and provide information in a timely fashion.
Company Response:
State: AZ
Zip: 85032
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my home in XXXX, NJ on XX/XX/XXXX. My mortgage was with XXXX XXXX. On XX/XX/XXXX, I emailed a copy of the real estate tax exemption letter that I received from the Tax Assessor of XXXX Township ( as a surviving spouse of a XXXX XXXX XXXX veteran, the state of NJ grants exemption from real estate taxes ) ; the receipt was acknowledged on XX/XX/XXXX. I was informed that XXXX only does escrow analysis once a year in XXXX and at that time, I would be refunded the amount that I paid in real estate taxes and my monthly payment due would be adjusted. In XX/XX/XXXX, I was informed that my mortgage account was sold to PHH Mortgage. My account number is XXXX. I was told by representative of XXXX that PHH would be handling my account going forward and would be responsible for the required adjustments to my escrow account including refunding my overage. I called PHH and was told that the letter from the Tax Assessor was not provided when my account was sold. I then mailed the letter to PHH. The receipt was acknowledged by a customer service representative in XX/XX/XXXX. I was told that an escrow analysis would be performed with the tax exemption and it would take about 10 business days. I have attempted to speak with someone in the escrow department on several occasions but was always refused and told that the representative would relay messages and responses. On my last phone call on XX/XX/XXXX, I again was refused to be connected to the escrow department and the customer service representative told me that my escrow analysis was still being performed and I should wait 10 business days. I informed the representative that I was going to file a formal complaint with the applicable regulatory authorities and that he should relay that to the escrow department. It is now XX/XX/XXXX and I am owed several thousand dollars and my mortgage payments due have yet to be adjusted. I anticipate that this complaint will be instrumental in rectifying this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08724
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A