Date Received: 2021-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX, XXXX. XXXX caused wind damage to my home. Filed damage claim with XXXX XXXX, XXXX, XXXX, XXXX, XXXX. NOTE : Had three quotes from roofing contractors confirming said wind damage. Contacted Citizens and filed claim. Their appraiser came, while he was here, another roofing contractor was here. Results, was threatened by this XXXX XXXX about filing a false claim and that a decision would come from XXXX approx 10 days. Got call 9 days later, told, you will get XXXX to cover minimal damage and that they will not pay for ceiling damage cause by water. Fact. I immediately Googled attorneys, found XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, Fl. XXXX. Fast forward from XX/XX/XXXX to XX/XX/XXXX. Settlement agreed and signed, XX/XX/XXXX. Amount was XXXX dollars, XXXX to XXXX, XXXX to me. Told by Law firm that XXXX was mine to cover new roof, the balance, I though was pain and suffering but actually it was not. In fact, this law group did nothing for me at all over emotional distress and the fact they new I was on a REVERSE MORTAGE. This whole time and I told Me XXXX, I can not be defaulted over this Reverse MORTAGE and thrown out. Terrified. When I signed the settlement agreement believing that XXXX was mine and I had to take care of new roof,,, WOW, what a shock when I contacted PPH, the adjoined subsidery to monthly reports of my loan,,, WAS TOLD THAT THE CHECK, XXXX WHICH COMES WITH BOTH, MY NAME AND THEIRS WILL BE DEPOSITED INTO THEIR ACCOUNT AND THAT I WOULD NOT GET ANYTHING TILL : A ). ALL REQUIRED DOCUMENTS WERE SENT WITH CHECK. 1 ) SIGNED ROOF CONTRACTOR CONTRACT. 2 ) A WAIVER OF LIENS, DOCUMENT. 3 ) W-9 FORM FROM THE CONTRACTOR. Very important, A COMPLETE COPY OF THE SETTLEMENT AGREEMENT BETWEEN ME, XXXX XX/XX/XXXX AND CITIZENS INSURANCE. THE QUOTE IS {$6700.00} I BELIEVED MY ATTORNEY WHEN TOLD THAT THE XXXX WAS MINE, MAKE SURE TO COVER NEW WORK. ( I AM A SENIOR CITIZEN, DISABLED WITH OVER 20 YRS OF CONTRACTOR EXPERIENCE ) THE PPH customer service advised me, no sir this not yours. Once you satisfy our requirements, A ) Roofing contract will get half of quote for starting materials. B. ) The Contracter will not get the other half till they send a inspector to check work. Only then can a check be sent. C ) Once Contracter is paid,,, HERE 'S WHERE I GET SCREWED. BACK WHEN I FIRST WAS TAKEN CLIENT BY XXXX XXXX XXXX,,, I WAS TOLD BY CITIZENS INSURANCE TO COVER HOME TO PREVENT ANYMORE DAMAGE, TARP YOUR ROOF! I did not have the funds to do so, e mailed the XXXX XXXX, Legal assistant, XXXX, told her that not knowing what to do. She told me, don't worry we will take care of. TTHE VERY NEXT DAY A CREW OF MEN SHOWED UP, PUT TARP ON HOUSE, AND I SIGNED AN ELECTROIC NOTE PAD BELIEVING IT WAS A COMPLETION ORDER. 2 WEEKS LATER, GOT 2 REGISTERED PACKAGES FROM CITIZENS INSURANCE. THEY INFORMED ME THEN THAT BECAUSE I SIGNED A REASSIGNMENT CONTRACT WITH ROOF DOCTOR, THE TARPING COMPANY, ANY CLAIM PAID WOULD GOT TO THEM! I WAS SHOCKED, I KNEW ALREADY NOT TO SIGN ANY DOCUMENT LIKE THAT YET WAS NEVER TOLD NOT TO SIGN ANYTHING CONCERNING THE TARP INSTALL. CALLED MR XXXX OUTRAGED CLAIMING WHY DID THIS OCCUR, WHEN YOUR FIRM SENT THEM WITHOUT OFFERING ANY DIRECT INSTRUCTIONS, I FELT DUPED, ALSO FOUND OUT ONE OF THE OWNERS OF " THE ROOF DOCTER IS MR XXXX XXXX FRIENDS! MR XXXX SENT THIS FRIEND OVER TO MY HOUSE TO PICK UP THOSE DOCUMENTS, WAS ASSURED A LIEN WOULD NEVER BE FILED AGAINST MY PROPERTY, I REQUESTED A SIGNED WAVIOR AGAINST LIENS FROM HIM, HE SAID HE WOULD DO IT. NEVER HAPPENED. THIS GUY ALSO, BEFORE I GOT THOSE DOCUMENTS TO GET A MOLD, FUNGUS REPORT BECAUSE MOLDING SPOTS HAD APPEARRED, REFURRED ANOTHER COMPANY HE USED, TOLD TO TO SIGN THAT REASSIGNMENT DOCUMENT, CLAIMED THESE BILLS WERE NOT MY RESPONSIBILITY TO PAY THAT THESE BILLS GO TO A DIFFERENT DIVISION OF CITIZENS, NOT THE CLAIMS DIV. I TRUSTED HIM. HE TOOK THE DOCUMENTS STRAIGHT TO XXXX XXXX XXXX. BECAUSE I BELIEVED THIS MAN, HAVE BEEN ASSURED BY AN ATTORNEY NAMED XXXX THAT THOSE 2 BILLS ARE NOT PART OF A SETTLEMENT,,, THAT'S EXACTLY WHY I MADE SURE WHAT THIS ATTORNEY SAID CONCERNING THAT XXXX DOLLARS, XXXX GOING TO LAW GROUP, SHE ASSURED ME, I AM NOT RESPONSIBLE. THIS IS MY TERRIFYING ISSUE. THE INSURANCE COMPANY NOTIFIED PPH ABOUT YHOSE 2 REASIGNMENT CONTRACTS, PPH NEVER CONTACTED ME CONCERNING THIS AT ALL. THE INSURANCE COMPANY REQUIRED BY LAW TO INFORM THEM I AM TRULY UPSET WITH PPH AND THEIR NON NOTIFICATIONS AT TIME OF CONTACTING, THEY CLAIM THEY HAVE THE RIGHT TO WITHHOLD MY MONIES. I ONLY NEEDED TO COVER NEW ROOF, I THOUGH! PPH, BECAUSE OF THE " DAMAGE SETTLEMENT AND ITS SPECIFICS '', WHY IS NEW ROOF ONLY XXXX, YET THE SETTLEMENT IS XXXX, MAJOR FLAG, NOTHING TO PAIN AND SUFFERING. I BELIEVE THEY WILL TAKE MY FUNDS AND PAY THOSE TO OTHER CONTRACTS, TARP, AND MOLD, OUT OF MY FUNDS, THEY ARE NOT TELLING ME THIS, I ALSO BELIEVETH XXXX LAW GROUP KNOWS THIS, AGAIN EHY SO MUCH SETTLEMENT AMOUNT WITH SUCH SMALL ACTUAL DAMAGE, MAJOR DECEPTION, MAJOR UNKNOWING WHAT THE TRUE DETAILS, TOLD NOTHING BY PPH REVERSE MORTAGE, NOTHING. I AM SO EMOTINALLY UPSET, TERRIFIED DUE TO THIS IDEA THAT PPH COULD DEMAND SATISFACTION TO THEIR LOAN AND EVEN WITH THE XXXX XXXX XXXX ASSISTENCE, I CANT TRUST ANYONE! COULD YOU? XXXX XXXX XXXX NEVER REQUESTED ANY DAMAGES FOR MY EMOTIONAL DISTRESS, INFACT TOLD BY XXXX, THE DEALINGS WITH YOU MORTAGE COMPANY IS NONE OF OUR BUSINESS, WOW, RIGHT THIS SECOND, SHAKING AND OH SO WORRIED, CAN NOT LOOSE MY HOME. RESOLUTION :. THEY ARE NOT ENTITLED TO KEEP THE DIFFERENCE FROM THE ROOFING CONTRACTOR FOR ANY OTHER DAMAGE, THERE IS NONE. I AM DEMANDING MY DIFFERENCE. .
Company Response:
State: FL
Zip: 32806
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I was diagnosed with XXXX and was unable to earn enough money during my treatment and recovery so I entered into a forbearance agreement with PHH Mortgage. Their Relationship Manager assured me that I would not incur late fees or be reported to the credit bureaus as " late. '' My wife XXXX XXXX and I was reported late to all credit bureaus for 8 months ( XXXX XXXX to XX/XX/XXXX ) while the forbearance plan migrated to a successful loan modification. When PHH requested my trial payments during the initial phase of the loan modification, I made those payments in a timely fashion and PHH reported the trial payments as late. I did not discover the damage to our credit reports until recently. My wife and I tried to apply for a car loan at all the banks and credit unions which offer competitive rates of 3 % and were declined several times. Finally, a lender called XXXX approved the car loan at 23 %. I have filed a complaint with PHH Mortgage and XXXX. PHH says they did nothing wrong in their letter dated XX/XX/XXXX ( attached ). This contradicts their Relationship Manager claim and their Telephone IVR system says that " you will not be reported late to the credit bureaus while in a forbearance plan. ''
Company Response:
State: CA
Zip: 92057
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: GMAC had our mortgage our home was paid off in XXXX. We worked for XXXX transfered in XXXX our transfer monies was used for house we actually mortgaged XXXX GMAC did a piggyback for XXXX which they were to get when our transfer money was paid which was done in XX/XX/XXXX now we sold our home didn't realize no lein release closing is holding XXXX of our monies on the XXXX website it show 3 inactive. we have 1 release attempting to get other 2 no success contacted Bankruptcy court out of New York attorney General in Pennsylvania, Missouri, XXXX ( only autos ) we are hitting brickwalls everywhere we go.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73159
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My complaint is GENERAL ... please do not involve my bank, but publish. I think it's time to make all mortgage companies SELF-INSURE their investments. Mortgagees S/N have to annually seek ( and hopefully get ) policies, and then prove coverage. It is aggravating and a real burden, personally and financially. Here in Florida, it now costs in excess of $ XXXX/year to insure a 1-bed condo for a {$60000.00} loan ; insurers are leaving the state, and policies issued have poor coverage for the cost. The amount of paperwork between bank/homeowner/agent, each year, is itself outrageous. It is time for national reform. If lenders want to eliminate virtually all risk, make THEM pay!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33181
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: We purchase our home in 2006 and the lender was OCWEN, who told us that they report payments, lates, payoffs etc to the credit bureau. We sold our home paying it off in full and we never thought to check our credit until now but notice that the payoff was not recorded and OCWEN is now PHH Mortgage. For almost 4 years this has not been reported on any of our credit bureaus when we were told by an OCWEN customer service rep that it would indeed be reported, OCWEN had no problems recording other derogatory information etc. but failed to report on time payments and sales of the property.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91761
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
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: This is a formal compliant that PHH Mortgage XXXX has failed to report information to my credit profile and maintain reasonable procedures in their operations to assure maximum possible accuracy in the credit reports you publish. Credit reporting laws ensure that bureaus report only 100 % accurate credit information. According to the Fair Credit Reporting Act, Section 609 ( a ) ( 1 ) ( A ), you are required by federal law to verify and report, through the physical verification of the original signed consumer contract, I demand to see on my credit profile payments made to PHH Mortgage Service, loan number XXXX,,. Phone number XXXX XXXX XXXX XXXX. Your failure to report this account has hurt my credit ability to obtain credit.,
Company Response:
State: GA
Zip: 30019
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX we received a notice from our county treasurer that our second half taxes had not been paid in the amount of {$3600.00}. Taxes are paid twice a year by our mortgage company, PHH, through our escrow account. We notified PHH, they recognized the issue and paid our taxes as well as the interest and penalty assessment. In XX/XX/XXXX, we received our escrow statement indicating that there was a negative balance. Upon review, of their document, it clearly indicated that they had disbursed funds from the escrow account twice for the amount of the tax due. After numerous phone calls over many months, PHH finally recognized the error and added the funds back to our escrow account. We received a letter informing us of this on XX/XX/XXXX. Our loan was purchased by XXXX, in XX/XX/XXXX. Our initial payment statement from XXXX showed a delinquent amount of {$3600.00}. We have repeatedly tried to get resolution of this matter with XXXX. XXXX has told us that this is a problem with PHH and that we need to work it out with them. Upon contacting PHH, we have found them to be unresponsive, although we have made repeated attempts over 5 months. However, we did receive a document ( attached ) indicating the disbursement of the taxes twice in XXXX, that the funds were advanced back to escrow XX/XX/XXXX, but a fee was assessed of {$3600.00} that they are unable to waive. We are attaching 2 copies of escrow statements from PHH, one from XX/XX/XXXX and one from XX/XX/XXXX, that appear to differ as well. Also, attached is our mortgage statement showing this item as delinquent and default related charges. Enclosed are documents to support the commentary above. Additional documents are available upon request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 54016
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH has proceeded with foreclosure despite the eviction moratorium - The scheduled sale date is XXXX, 2021. They deny me of all options to try and keep my home of XXXX. I am a XXXX old single woman with medical issues due to an on the job accident with XXXX XXXX ( currently in appeals court ). PHH has added over {$100000.00} in penalties to my loan making it not even worthwhile to sell. Can they do that? Is this negotiable? May I ask ... Is there a Mortgage forgiveness program available? And how do I qualify for a modification?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I reviewed my statement and discovered that several thousands of dollars in fees had accumulated in a separate balance on my mortgage account. Those fees were not reflected in my outstanding balance so I never noticed they were present until I checked my statement. After reviewing the fees, I discovered that I was being billed for electricity and several property inspection fees as if my home was in foreclosure, but my account was current and a tenant lived on the premises. An investigation revealed the mortgage company, which at this time was Ocwen, called my electricity servicer, XXXX XXXX XXXX XXXX and XXXX, removed my tenant 's name from the electricity bill, and billed me for those fees. Those fees accumulated in this separate balance for several years dating back to XXXX. I also discovered that I was billed property inspection fees, trip charges, etc. The current mortgage servicer, PHH Mortgage, has refunded some of the utility fees dating back to XX/XX/XXXX, but I have disputed an additional two years of fees. This dispute has been ongoing since XX/XX/XXXX and PHH mortgage has been very slow in remedying the issue. The mortgage company had no right to intervene in my affairs.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61704
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold my home and closed on XX/XX/2021. The title company, XXXX XXXX, has experienced difficulty with the mortgage company ( PHH Mortgage XXXX to wire a pay off. The beginning problem was with the Title Company not having wire details. Once wire instructions were received, the wire transfer of funds for the mortgage pay off was made on XXXX, I received confirmation from the Title Company. I have the wire transfer details. My concern is that my mortgage company is still showing a balance and are denying receipt of the pay off sent via wire. My mortgage company, PHH Mortgage, opens at XXXX XXXX I have been calling all morning to try to ensure that funds were received. However, they have a recording that says due to Covid, customer service is not available and it disconnects the call. I am very concerned that my account has not been updated with the pay off information. I have no way to see what is going on or to communicate with PHH Mortgage about the wire transfer to confirm receipt. This is very alarming. Please help!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A