Date Received: 2021-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We refinanced our Mortgage with XXXX XXXX in XX/XX/XXXX. We were notified that PHH Mortgage, a subsidiary of XXXX XXXX, would be our mortgage servicer. We made our first payment in full for both XXXX ( first payment due after closing ) and XXXX. We then received a notice that our mortgage would be serviced by XXXX XXXX XXXX beginning in XXXX. That letter ( See attached ) stated that our Mortgage balance was {$470000.00} and our escrow balance was {$1700.00}. We then created our account with XXXX XXXX XXXX and made our first payment. A few days later we noticed that the escrow amount with XXXX XXXX XXXX was only {$950.00}. We called XXXX on XX/XX/XXXX to ask where the rest of the escrow went. They told us that PHH only transferred {$950.00} to them when they transferred the loan. We then called PHH to find out where the missing {$580.00} had gone. They informed us that they made a PMI payment in that amount on XX/XX/XXXX. We told them that should not have come out because they took out PMI from our XXXX ( XX/XX/XXXX ) and XXXX ( XX/XX/XXXX ) already. Further, they did not issue any statement indicating where our money had gone. We have since received a typed letter simply stating that they made two pmi payments to XXXX XXXX XXXX XXXX in XXXX. ( see attached ) We called our current servicer, XXXX XXXX XXXX to tell them what PHH told us, and they said that as of XX/XX/XXXX the PMI company showed that our account was only paid through the month of XXXX. This means that {$390.00} ( 2 months of PMI payment is missing ). Our new servicer, XXXX, also took out our regular $ XXXX payment from our XXXX mortgage payment. From our calculations the mortgage and pmi paid so far should be as follows : XXXX PMI {$190.00} paid to insurance company on XXXX XXXX covers arrears for XXXX XXXX PMI {$190.00} paid to insurance company on XX/XX/XXXX, XXXX covers arrears for XXXX XXXX PMI {$580.00} paid to insurance company ( according to PHH ) XX/XX/XXXX, XXXX This amount should cover XXXX XXXX arrears ), pre-pay XXXX, pre-pay XXXX. XXXX PMI {$190.00} paid to insurance company XX/XX/XXXX ( by XXXX XXXX XXXX ) - Should cover XXXX pre-pay if the company received the lump payment from PHH If the PMI was truly paid to the company we should not have PMI come out of our escrow again until XXXX ( to pay for XXXX in arrears ) Attached : Closing escrow statement which shows one month of PMI coming out each month this year ( no where did it say they would make a lump payment at any time ) XXXX and XXXX statements from PHH showing our mortgage payment and the one PMI payment from XXXX The typed letter stating they sent two PMI payments in XXXX The letter of change of servicer we received stating that the escrow that should have been transferred was {$1700.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02155
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am upset because I wasnt able to get any money from the equity I have in my home. My house was appraised for {$170000.00} and I only owe {$59000.00}. I want to borrow at least {$40000.00} to do some on my house ; so, the value will go up in my house. I also tried to explain to them I was tax exempt from real estate taxes. My credit score has dropped tremendously because Ive been trying to borrow $ $ on my own. Its sad when you cant get no one to help you when you need it the most.
Company Response:
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/21 I received notice that my mortgage loan was sold to a different mortgage company PHH Mortgage. They sent me a notice that I was to pay an additional {$92.00} for hazard insurance. I called my Insurance company, XXXX and spoke to a customer service representative, who then contacted PHH. After 30 minutes of waiting and being transferred to other departments, we finally reached someone. XXXX agent faxed my insurance coverage to PHH on XX/XX/21. I thought the problem was resolved, however, I received a letter by mail on XX/XX/21 stating my payment for XX/XX/21 would be the same as before ( included the XXXX ). Thank you for your help. Sincerely,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92374
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Begin in XXXX to do modification. Had to refile due to divorce. Obtained, XXXX XXXX XXXX in WY a foreclosure Counselor to mediate, XXXX. They have spent 2 years trying to resolve this issue. I turn in papers, and they want something more. This last time we were told that it was in " committee '' I received a request for my divorce paper and taxes. I have sent this information 3 times, at least. You may verify through XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WY
Zip: 824XX
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My Mortgage Company and I have had a tumultuous relationship since they bought my Mortgage Contract from another Lender in 2006. I'm sending now as back-up, a letter I had written to CFPB on XX/XX/XXXX. It seems the letter had been ignored my the CFPB because it did not adhere to the preferred 'complaint protocol '. The letter details a history of my ongoing relationship with my Mortgage Company ; OCWEN/PHH, now in its 15th year. Although a recent Court Case prompted OCWEN/PHH 's removal of a Foreclosure and spurred a Loan Modification, OCWEN/PHH had decided to create a fictitious debt which they are exploiting on their Monthly Statements. It is my guess that this fictitious debt serves to keep me in a 'default ' status, since my refusal to pay it will give them cause to compound the amount until it appears I am in the wrong. This fictitious amount is shown as a line item on my monthly statements, and it is named : XXXX XXXX ', in the current amount of {$1000.00}. Please refer to my attached Letter, and PHH Statements for additional information
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My complaint is about PHH Mortgage Services at address XXXX XXXX XXXX, XXXX. XXXX, NJ XXXX. I've been making payments online or through my mobile application for PHH XXXX. The last time I attempted to make a payment through my mobile application, I received an alert stating, " You are not eligible to make a payment at this time. Please contact XXXX to make a payment. '' I then logged into the mortgage website to see if I can make a payment online. The website states, " Please contact XXXX to make your payment. '' When I called XXXX phone number, I was instructed with my only options of making a payment. The options were to make an immediate payment over the phone for a fee, go through XXXX XXXX and fee, or use XXXX XXXX. I pressed " 9 '' to speak with a customer service representative. When I finally spoke with the customer service representative, I was informed that I could not use any service other than the over-the-phone payment unless I signed a release consent form. I asked her when did this change happen. She said, and I quote, " This is crazy. I've been getting calls about this all month. '' The PHH customer service representative continued saying, " Let me see what I can do. I am having a challenging time finding this form PHH is saying customers must sign and mail back in before we are allowed to take payments any other way than over the phone. '' She continued saying, " Once I send you the form, I will be able to accept one payment from you over the phone, but sir, there will be a {$17.00} fee to accept your payment over the phone. '' At this time, I wanted to make sure I am hearing this PHH customer service representative right. I asked her, " So, you are telling me that until I sign a form that you are having extreme difficulties finding, the only way you can accept a payment from me each month is over the phone for a fee? '' She said, " Yes, I am sorry, but this is what I am reading here from our PHH management. '' To sum it up, my complaint is PHH Mortgage ( XXXX ) is blocking acceptance from any other form of ease of payment services they currently offer other than through PHH phone service, which PHH requires the mortgagee to pay PHH a {$17.00} fee. The next complaint is that PHH never informed me of any release form to use other payment services forms. The customer service representative had difficulty finding the form, and nowhere on my mortgage statement or online service does PHH mention this new release form. The PHH customer service representative agreed that what PHH ( XXXX ) is doing is not right, nor is it fair to the customers. She is very uncomfortable doing what PHH is asking her to do or say to the customers. She also made it clear that my phone call is the first she had a chance to get all the information about how PHH is blocking customers from making payments. She said customers have just complained about over-the-phone automated payments are difficult to navigate, and they don't understand why they have to make payments this way all of a sudden. If PHH has now forced all their mortgage customers to make over-the-phone payments for a {$17.00} fee, then how much money have they made in this extortion from its customers now? Something has to be done about this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75062
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had issues with mortgage since it was sold in XXXX. Filed complaint against XXXX XXXX for not notifying me of transfer. I was finally notified of transfer XX/XX/21 by PHH. ( Mind you payment is due XX/XX/21 ). I then recieve XXXX and XXXX 's payment in same statement on XX/XX/21. Which is also marked as received 26 days late on my account. ( no late charge issued ). Have Called them multiple times for a statement just for XXXX and am told they can not generate a statement for just XXXX. Was told by PHH to just pay XXXX statement and we will send statement for XXXX. Now since then PHH Mortgage refuses to send me statement for what is owed that month. It is XX/XX/21 and received statement today due for XX/XX/21. ( After 3 repeated calls to send me a statement to pay bill. ) which has XXXX and mays due on XX/XX/21. I have had repeated calls that turn into shouting matches. I have been assured by PHH management that my bill will be straightened out and that has not happened. I think they are up to something because I have never dealt with anything like this or it is a sick game. I have a great payment history and am never late with bills. This is very aggravating and need to know what can be done about this because I get nowhere with my situation. And would like to know my options. Please get back to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08723
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our loan was turned over to PHH two months ago. We made the last two payments online. This month PHH online payment was unavailable to us. We werent allow to make payment by phone either. So we finally got a hold of customer services. She told us we are denied due to authorization online forms not sign. We told her what forms. She said you need to complete and sign forms. I reminded we are new with PHH and were never informed by forms. L Representative told us we had to make an extra {$17.00} payment to pay by phone. Our payment was not late. Making the payment by phone was our only choice since online was no longer a choice. No warning notification was provided. We had to make payment with the extra fee since that was our only choice. If payment was not made today on ( XXXX ) it would be late. Company would not waive the {$17.00}. Even though as new clients we were never informed that we had to sign authorization form to make payments online. Representatives told us previous payments were accepted as a courtesy. No reminders were sent by mail or email. No company should charge a fee when a payment is not late or a new customer is aware their policies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90604
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I was due for 2 months I paid what was owed.They canceled the payment.I called to see what The problem was, I ask 3 or 4 questions.The person on the phone was Pretending.He couldn't Answer any questions on my account.Also they sent me a break down on my accounts which I made all payments last year.but told me I didn't make certain months last year.which is not True.This company has been doing this years
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19805
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Same thing reporting as accurate but different status with both credit bureaus
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31206
Submitted Via: Web
Date Sent: 2021-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A