Date Received: 2021-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent my XXXX and XXXX payment via XXXX XXXX, see attached and it arrived at PHH at XXXX am XX/XX/XXXX signed by XXXX, it is XX/XX/XXXX and it has still not posted to my account. I have called there times and I am told not to worry. I have emailed a relationship manager named XXXX XXXX, there times and received not One Response. I included an email titled XXXX. I got a template response stating they will get back to me. When I called on XX/XX/XXXX and spoke with an agent, I asked to speak with a relation manager and he said I had to set up an appointment through him, I laughed, the next appointment available was XX/XX/XXXX. I stated that my question regarding my payment would be resolved by then or at better be resolved. PHH is such an awful, disgraceful and dishonest company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80026
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have received a copy of my credit report and it shows company ( Original Creditor : GMAC ) account number XXXX. Per FDCPA I am aware that a charge off or collection account is a direct violation due to reporting a balance. The balance must be reported as {$0.00}. Currently I am being violated due to FDCPA because there is an open balance listed on my credit report in the amount of {$130.00}. I have tried many times to get this verified with no such luck. Please review for deletion.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27707
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I, XXXX XXXX, the mortgage holder of # XXXX at property XXXX XXXX XXXX XXXX ca XXXX am writing you regarding phh XXXX refund owed to me. My account was paid in full XX/XX/2021 and a check of {$6200.00} was sent to me due to escrow overage. I requested they return money to sender which they did because i did not refinance my loan and under impression only i could do that. So phh XXXX did claim to return money and stated i could not cash check if i was requesting money be returned. However phh XXXX once again excepted payoff under my name and account and i have not received a resending of the {$6200.00} escrow overrage i was entitled to nor a payoff letter of when mortgage was repaid in full or that my case is now closed. I am request phh mortgage resend my refund of {$6200.00}. Send me letter of date and amount paid off and that my account is now closed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my mortgage which was serviced by XXXX in summer of XXXX. XXXX Mortgage purchased my loan from XXXX and become the holder in XX/XX/XXXX. I made both my XXXX and XX/XX/XXXX payments online with significant additional principle to keep my loan well ahead of schedule. When I attempted to make the XXXX payment I received notice on their website that the online payment system was 'unavailable ' at the time. I checked daily until XX/XX/XXXX and then I called PHH mortgage to inform them that I was not able to make an online payment anymore. They told me I had to sign a new document of consent to make online and phone payments. They said for {$17.00}, I could pay over the phone one time or send a payment by mail. On XX/XX/XXXX, they charged me a {$74.00} 'late fee ' without providing me the consent form. On XX/XX/XXXX, I received in my online account mailbox on their website, a document of consent dated XX/XX/XXXX. On XX/XX/XXXX, they reported me as 'delinquent ' on my credit report despite my complaints about not having my online payment available. On XX/XX/XXXX, I had to make payment via phone to which they said it would cost {$17.00} to process the payment. I did make the payment over the phone to which they said I wouldn't be able to do in the future and would need to mail it in but should expect online payment working in XXXX. I'm very concerned with this company 's ethics and how they are blocking my ability to pay while charging me exorbitant fees and ruining my stellar credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60585
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I had a loan with XXXX XXXX that was refinanced on XX/XX/XXXX. On XX/XX/XXXX, the escrow company wired {$380000.00} payoff funds to PHH. We did not make the XX/XX/XXXX payment, so we called PHH to confirm if they had received the funds. They were not able to send confirmation and said that it would take XXXX business days to receive and apply the wire to our account. Since we didnt want to get a late credit report hit, we made an additional monthly payment on XX/XX/XXXX. As of XX/XX/XXXX, PHH had still not applied the payoff to our account, and we noticed only because I checked my online account to confirm the loan was closed. I called PHH to ask why. They told us that the funds were short {$2000.00} but they never contacted us or the escrow company nor returned the funds, they held to them. The amount that they say they were short is for taxes that they removed from our account but did not pay to the county, and furthermore, they had an additional payment from us, we are not short paid, they have excess funds from us. From XX/XX/XXXX to now, we have called numerous time XXXX both me and the escrow company ). We have sent them all the necessary documentation that the front-line customer service representative requests, but they do not do anything to fix the account and apply the payments. We were told that our case is with XXXX XXXX, the escalations manager and XXXX XXXX XXXX, the manager of the department. Every time I call for the last month, I get a promise that XXXX will give me a call back by the end of the day or even 48 hours and never does, it has been a month. As of now, I have not been able to speak to anyone that can give us a resolution. Not even a call back to say they are working on it ; they simply just do not call back. Also, as of now, even though I have asked multiple times that this should not be reported as negative credit, they have reported us late. It is very frustrating, and not sure if its even legal that they can keep such a big amount of funds in a suspense account and keep my account accruing interest and late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93033
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XXXX mortgage received {$8000.00} refund from my homeowners insurance did not notify me did not write me text me call me I had to call my insurance company and find out that the check was sent to XXXX mortgage and it was Cash on XX/XX/XXXX until this day I have still not received a letter stating that they had this money I had to call them and they open a escrow to figure out and to adjust my payment I told this company that I wouldn't pay them and it had 10 days to submit the escrow reassessment which would be the XXXX and before the XXXX they have put me in a credit bureau it's 30 days late and has also stole my money because they have not applied it to my mortgage to reduce my mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received my home in a divorce in XX/XX/XXXX. I immediately notified the OCWEN mortgage company providing them a copy of my divorce decree. I also requested information on my mortgage even though my ex-husband was responsible for the mortgage. My name was not on the mortgage so they refused me any information. In XXXX, they filed suit against me and my ex-husband for foreclosure. They later dismissed the case without prejudice because they realized that my name was not on the loan. I contacted them again for information and was again refused stating I was not the account holder. In XXXX and XXXX, I filed for bankruptcy to save my home and obtain information to pay the mortgage. I requested a modification and was denied stating I needed written authorization from the account holder. After filing a complaint with the District of Columbia 's Department of Insurance , Securities and Banking, the PHH Consumer Account Analyst in the Office of the Consumer Ombudsman sent a letter dated XX/XX/XXXX stating, " Our records indicate that we have not received authorization from the accountholder to provide account specific information to Ms XXXX. Therefore, to protect the accountholder 's privacy, we are unable to release any information regarding the account. '' On XX/XX/XXXX, the Bankruptcy Court concluded that the best interest of creditors and the debtor is to dismiss the case so that the debtor may pursue remedies outside of bankruptcy and negotiations with her mortgagee. I made several Qualified Written Requests to OCWEN and XXXX/PHH mortgage companies from XXXX to XXXX. On XX/XX/XXXX, I finally received a letter from PHH stating I was confirmed as the Successor-in-Interest. Finally, I was able to finally receive a mortgage statement in XX/XX/XXXX after my initial request in XXXX. As a result of their failure to comply with CFPB Reg 12 CFR 1024.38 ( b ) ( 1 ) ( vi ), my mortgage is over $ 200K behind with penalties and legal fees. I have a foreclosure judgment. And the amount due to Reinstate in {$200000.00}. According to the CFPB Bulletin 2013-12 ( October 15, 2013 ), Servicers must let successors in the interest know what reasonable documents they need to provide for communication and assumption. They must also let successors in interest know what options are available. Lastly, services must develop policies for suspending foreclosure and processing assumption and loan modifications simultaneously. OCWEN and XXXX/PHH, both, failed to comply with the regulations for 7 years causing harm to the successor in interest and violating their rights.
Company Response:
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are homeowners in PA in XXXX XXXX and are in need some assistance. Any help is appreciated. We had a 2nd Mortgage through GMAC Mortgage Co XXXX XXXX. The mortgage was taken out on XXXX, for {$40000.00}, loan # XXXX, recorded in XXXX XXXX XXXX XXXX XXXX XXXX on XXXX. As I understand this both companies are now out of business. I have a letter from XXXX that the mortgage lien was paid off XXXX. We refinanced it through XXXX XXXX XXXX XXXX into our new 2nd mortgage on XXXX. My problem is that is still showing up on my title search report. I am in need of a Satisfaction letter to be sent to the Recorder of Deeds Office in XXXX XXXX Pa so they can record the Satisfaction and remove the lien on my property. Ive done quite a bit of work researching this, and have had no positive results. I can not find the current Agent of Record that I can speak to and obtain the aforementioned Satisfaction piece. Please Help. Ive included for your review : a copy of that mortgage, a letter from XXXX stating that there is no lien to remove as it is satisfied, a copy of the title search showing the lien is still active on my property, an excel sheet listing the places Ive reached out to and the results, as well as a trail of emails that show weve tried working on this with other companies. Ive filed complaints with XXXX of XXXX, Federal Reserve Board, Attorney General, and XXXX XXXX XXXX. I dont have the money to file a quiet title with a lawyer, and Ive already paid once in my loan to satisfy this. Please help ASAP, as were trying to refinance to combine our mortgages into one right now. This is causing the hold up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I applied for and received an ad valorem property tax exemption from the XXXX XXXX XXXX XXXX for a total and XXXX XXXX tax exemption. I called PHH Mortgage on XX/XX/XXXX to advise them of the XXXX exemption because they were charging me for county taxes in my escrow payments. I was advised to send a letter to their tax department at XXXX XXXX XXXX, XXXX XXXX XXXX, Florida XXXX, which I did, including our address and loan number as well as a copy of the letter of exemption from XXXX XXXX. By XX/XX/XXXX, I called them to ask what the status was, and was told that they had no record of having received any such correspondence. I was told to email the information to : XXXX I emailed them a copy of the aforementioned letter from me as well as the XXXX XXXX XXXX XXXX letter of exemption. I also sent them hard copies to the Tax Department in XXXX XXXX XXXX, this time return receipt via USPS. I called PHH Mortgage Services again on XX/XX/XXXX, and was told they still had not received any information, regardless that I had the signed receipt from them. I was transferred to an Escalation Manager named XXXX, who promised me that he would personally look into the situation. He asked me to email him all of the information to : XXXX and promised to call me by XX/XX/XXXX. On XX/XX/XXXX he left a message on my phone, and I called him back at XXXX XXXX, and got voicemail, and left him a message. On XX/XX/XXXX he called and left me a message again, and when I called back I got a woman who said she would assist me. She called the XXXX XXXX XXXX XXXX while I was on the line and was told that my taxes for XXXX would be XXXX, and there were no ad valorem assessments on my property. The lady at XXXX then told me that they would continue to collect the tax escrow monies until that time, and then, and only then, if there were no taxes due they would reimburse me for the monies they have been charging me for taxes since XXXX, XXXX, the yearly total would be {$2800.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have received a copy of my credit report and it shows company ( Original Creditor : GMAC ) account number XXXX. Per FDCPA I am aware that a charge off or collection account is a direct violation due to reporting a balance. The balance must be reported as {$0.00}. Currently I am being violated due to FDCPA because there is an open balance listed on my credit report in the amount of {$200.00}. I have tried many times to get this verified with no such luck. Please review for deletion.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27106
Submitted Via: Web
Date Sent: 2021-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A