Date Received: 2021-05-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I qualified for a modification due to Covid. My trial period was from XX/XX/2020 to XX/XX/2020. I had to pay XXXX per month for three months. The XXXX payment was made the end of XXXX. I was sent documents that needed to be signed and notarized. I took them to the notary and sent them back to the mortgage company. The notary did not verify our names correctly. The documents were not accepted so they sent me another set of the same documents to have done again. In the meantime, I was told by my case manager to hold off on my payments because the dates and amounts will change. The second set of documents were notarized and sent back before the deadline date. I waited until XXXX to send a combined payment of XXXX which would apply as the XXXX and XXXX payment. The mortgage company did not accept the payment and sent me a letter stating that they would be shredding my check. Since that time, I have called and insisted to talk to managers. I spoke with XXXX, XXXX and XXXX and they all promised that this was an error on the banks side and would be corrected and my account would be fixed. I have not heard back from any of the managers that promised me a call back and my loan still is not fixed. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 153XX
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Good Afternoon, It is about PHH Mortgage, I have more than one year and 6 months to try to do a modification. From that time to now always i call once a week to the company plus I have appointment with the case manager. All the time PHH mortgage ask me for send papers. I did and expend a lot of money sent papers via fax because when I sent for email always told me the wasn't clear. Each time the I call the company XXXX every person says something different. For example, last XXXX XX/XX/XXXX, I called and the person told me the my papers are completed and is in review, Today XXXX XXXX, I called again and then told me the my application is canceled because my application is not ready. Please, I hope to check my problem, If i lost my house is not for me it is for PHH mortgage the I think they want to me to loose my house and is my only place the i have. Thank you, I hope you can do something about this case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07801
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Owner XXXX XXXX XXXX Address XXXX XXXX XXXX XXXX Washington, DC XXXX Contact XXXX XXXX Account number XXXX PHH Mortgage Services XXXX. XXXX, NJ XXXX XXXX XXXX XXXX XXXX XXXX Dear Sir, contacting you to discuss my mortgage and the serious issues I am having with my mortgage. I am in pre-foreclosure. I am 1990 days behind in my mortgage payment. My XXXXirst mortgage company XXXX XXXX XXXX XXXX, which was closed by the Government for mortgage fraud case. This started with my hardship of my husband passing away, than I lost my 23 year job. I experienced 2 great lost. With losing an income and my job I reached out to Housing counseling who set me up with a pro-bono attorney. This attorney was horrible, I told him this mortgage is a fraud account he agreed and stated he would point that fact out in court he did not say a word to the judge. This account continues to be under review, when I spoke to my customer account manager on XX/XX/2021 he states that they are waiting for XXXX XXXX who is the owner of the loan, XXXX XXXX has not sent the required approval for the loan to be modified. When contacting XXXX XXXX they state they " don't own the loan '' I have sent in all requested documents, i.e. tax years, bank statements, 3 pay studs, also my son 's document also. I have a full and part time job and social security. I am overwhelmed with this on-going merry-go-round. Please know this is very serious and I am taking it as so. Please assist me in this 1900 day of turmoil. A true and sincere thank you for your attention is this very serious matter. Sincerely, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Recently applied for a HELOC from XXXX XXXX XXXX and was denied due to a error on my credit report, stating that OCWEN marking a 120 late in XXXX. From XXXX I was in a chapter XXXX Bankruptcy and the OCWEN account was one of several accounts involved. I informed Ocwen of this error and have not received any reply.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19141
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH Mortgage received my XX/XX/XXXX payment on XX/XX/XXXX. They received XXXX XXXX payment which was cashed on XX/XX/XXXX, and XXXX XXXX payment due to late delivery via USPS was cashed on XX/XX/XXXX. In XXXX, I received a letter from their attorney stating they are initiating foreclosure and I had 30 days to dispute it. I immediately looked through my records because I was about 2 or 3 weeks behind and that was just due to getting through the holidays. As I was gathering my proof that I was not anywhere near foreclosure I received a summons and complaint on XX/XX/XXXX, that foreclosure was filed on XX/XX/XXXX, not even giving me the opportunity to dispute their claim, I still sent my proof to the lawyer. PHH Mortgage claims that as of XX/XX/XXXX I was due for XX/XX/XXXX. According to my records as of XX/XX/XXXX, I was only due for XXXX. In addition to that, they received XXXX XXXX payment on XX/XX/XXXX. ( It went out late due to the holidays ). PHH received my XXXX payment on XX/XX/XXXX, and received XXXX 's payment on XX/XX/XXXX, ( I wasn't sure if I should send it or not, but decided to ). I answered the lawsuit with the same info I'm telling you, and also filled out paperwork for a settlement conference. Their lawyer called me 2 weeks ago to set that up and said he's sending me a financial packet I need to fill out. I told him I'm not interested in a loan modification as we aren't the cause of the foreclosure and weren't late. His response was, " well you are now. '' I do not want my loan modified unless it's better than what I've already got. And I don't feel we should have to pay all these foreclosure fees when I've sent the payments in. They started returning my checks in XXXX. Based upon their payment ledger they have not cashed/credited XXXX XXXX payment and per my records, my payment intentions have not be applied to my account as I feel they should had ( which I feel is the only explanation as why think I am late ). They also did not cash/credit the XXXX or XXXX payment, both received before foreclosure was filed. They returned to me uncashed, a copy of the XXXX and XXXX checks. From XX/XX/XXXX through XX/XX/XXXX I had been paying an additional {$100.00} per check because I had been running behind and I was trying to get the account current. So I skipped XX/XX/XXXX and paid {$100.00} extra per check from XX/XX/XXXX through XX/XX/XXXX, which the XXXX check paid XX/XX/XXXX in full, then from XX/XX/XXXX through XX/XX/XXXX I did the same thing for XXXX. I also paid a late fee of {$20.00} for the majority of all the months to pay for the month the check was for. Since I paid more than was actually due for the late fee, ALL late fees have been paid but yet they are still saying I owe for late charges. To me the account was current as of XX/XX/XXXX including all late fees ( this is the month they are going by ). And I continued to pay up to XXXX 's payment. They also are claiming I have to pay a NSF, but I've never had a returned check from all the checks I've gone through. Per their statements, they say Payment due on XX/XX/XXXX Fully paid on XX/XX/XXXX. But they received that payment on XX/XX/XXXX and have never cashed it. It then goes on and reads payment due on XX/XX/XXXX, I say that was cashed on XX/XX/XXXX. It goes on to read payment due on XX/XX/XXXX, I say that was cashed on XX/XX/XXXX. It goes on to read payment due on XX/XX/XXXX, I say that was received on XX/XX/XXXX and not cashed. It goes on to read payment due on XX/XX/XXXX, I say that was received on XX/XX/XXXX and not cashed .... So you have these payments plus an extra {$100.00} a month from XXXX to XXXX to pay for XX/XX/XXXX and XX/XX/XXXX and a late fee paid for every month, and the purpose of that was not to get the account current then have hundreds of dollars of late fees lingering. How can I be behind on the loan when there has been a payment received by them for every month? Since I've had lost payments with PHH when they took over in XX/XX/XXXX, I started sending all my payments via XXXX/USPS shipping. All shipping labels are purchased via XXXX and shipped with USPS Delivery Confirmation so I would have proof payment was received if it ever happened again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 471XX
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our loan was sold to PHH Mortgage company. Initially, there were no issues. However, our insurance and taxes are paid into escrow. PHH failed to make our insurance payment due XXXX despite TWO invoices appropriately being sent from our provider. It was not until we had to call ( 30+ minute wait ) during their " limited COVID-19 hours '' of M-F 8-6pm and specifically request that they disburse funds that the payment was made. Thankfully we monitor our notices from our insurance company. Secondly, despite all previous servicers accepting internet payments ( or app payments ), PHH refuses to accept an electronic payment WITHOUT a signed Note Allonge which would allow them to charge {$19.00} for mere acceptance of our payments. In addition, during the 60 day " grace '' period they accepted such payments ( without fee ) but never, not once, in writing or otherwise provided notice of the " need to sign a note allonge. '' I have reviewed the Note allonge ( provided ONLY after I called and after 15 minutes discovered that was the " reason why '' I could not pay on the app, and that was NOT what the representative originally stated ) and patently refuse to sign it. It is inaccurate, misleading, and would give them carte blanche to charge unnecessary fees ( for which they have been subject to a lawsuit, which is where I guess the requirement to sign this form comes from ). Both myself and my spouse work in fields which routinely review and evaluate notes. I know that our original note allows for electronic payments, but it does NOT provide for the absolutely unfounded fee that PHH wants blanket approval to charge AT THEIR DISCRETION. So, I will pay by check. I will also be closely monitoring to ensure all payments are applied. This company is misleading, their advertising is misleading ( i.e. " Pay via our APP '' ), their customer service is not educated or helpful, and they have now failed in THEIR obligation under my note to timely make the escrowed payments. And of course, there is no recourse that we can take OTHER than to submit this complaint as the note was sold by our previous servicer and payors ( who are NEVER late ) have no ability to request a change in servicer from this disreputable company. PHH has violated our note, is seeking a self-serving note modification to benefit only their interest and profits, and has no care for their customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23233
Submitted Via: Web
Date Sent: 2021-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH mortgage blocked payments online and over the phone not allowing them essentially making my payment late. I was not notified about what to do. I contacted them via phone and was told the website would be working the next day and I could pay. Well the next day came and the account is still blocked. I tried paying over the phone which was blocked as well. They are also using predatory payments meaning they make money on the transaction. They charge transaction fees and are do not advertise how to make a payment for free. Fees start at XXXX dollars per payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84103
Submitted Via: Web
Date Sent: 2021-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have a mortgage with PHH, account XXXX. We have two property parcels that are included in our mortgage and are escrowed each month. We received notice from the XXXX County, Wisconsin tax assessor that property taxes due XX/XX/2021 have not been paid on one of the parcels. I contacted XXXX on XX/XX/2021 but the taxes remain unpaid. A penalty has now been assessed. This is on XXXX County PIN # XXXX. The total due as of today is {$73.00} plus {$2.00} interest, total {$73.00}. Please assist us as we have not received any response from PHH. Many thanks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 548XX
Submitted Via: Web
Date Sent: 2021-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Hello I am trying to get help for a mortgage home loan release that was satisfied by the former owner who I bought my house from in XXXX. The mortgage was held by GMAC mortgage services but they never filed that the loan was satisfied, But it shows that it is satisfied in the electronic mortgage system. The property address is XXXX XXXX XXXX XXXX, XXXX XXXX XXXX. I contacted PHH Mortgage Services who took over GMAC loans in 2013, but they did not all loans that were paid off prior to 2013 did not transfer to them but dissolved when GMAC filed for bankruptcy. In fact, no predecessor company has this loan. I am now selling my home and was to close on my house tomorrow but the title company is refusing until I can obtain a lien release. I contacted the FDIC who told me to contact your department. She told me that there were funds submitted by GMAC during settlement to handle things like this but perhaps there are other ways you can help me to resolve this situation in a timely fashion as I may loses the opportunity to sell my home to the buyer I have. Please let me know what can be done and if I can get a lien release? Warm regards, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2021-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I just refinanced my mortgage and now it is with a new servicer PHH. I was able to make myXX/XX/XXXX payment electronically even though I had to sign up for electronic statements to avoid a payment fee of {$7.00} I attempted to schedule a payment on XX/XX/ forXX/XX/XXXXonline and their system would not allow me to do that. When I called thinking there may just be a technical issue with their website, I was informed that I wouldnt be able to make payments online unless I sign an amendment to the note. They told me I could mail in a check instead though clearly I would be late since there wouldnt be enough time for a check to get there byXX/XX/XXXX. This is completely unacceptable. I am trying to make a timely payment and I dont believe that there is anything in the note that covers payment methods so I dont understand why they would force me to sign an amendment. They will make me be late on my mortgage and will impact my credit score. This is absolutely the worst servicer I have ever dealt with and I did inform them that I would be filing a complaint with the CFPB which they didnt care about at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02127
Submitted Via: Web
Date Sent: 2021-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A