Date Received: 2021-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from the mortgage company who services my loan that they are requiring me to lower my deductible on my H06 home policy that met the requirements when my Broker closed my loan that they bought and only now when they bungled the renewal by only calling the insurance company once for the renewal when I have an impounded account, that the deductible doesnt meet there policies! Nothing changed it is the same policy and coverage that they purchased the loan with and I have signed nothing that says it has to meet their policy. That is between them and the broker. If they bought the loan they agreed to what was in the loan including the insurance and deductible. So not only would that increase my premium but could jeopardize my multi-policy discounts. They are not listening to me and are threatening to put their own insurance on my property. I have worked in the mortgage industry for 34 years and have had multiple personal mortgages and have never had this issue.
Company Response:
State: CA
Zip: 92058
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced our mortgage with a closing date of XX/XX/26. Prior to close we received notice that servicing would transfer from XXXX to PHH Mortgage on XXXX. The payoff statement compiled by XXXX was for a payoff on XXXX to account for this. We closed on XX/XX/26. Funding of the loan occurred XXXX and a check was sent to XXXX ( per XXXX instruction ) by the closing attorney. XXXX received this on XXXX and turned around and sent to PHH. It has been confirmed that PHH received the envelope from XXXX on XXXX ( the payoff date that was calculated for my closing ). Never seeing that my loan was paid off I started to contact PHH about this. Finally after several weeks of contacting them they claim to have lost the payoff check and to cancel the check and wire the funds ( which I had suggested weeks earlier ). Last week the closing attorney wired the XXXX payoff funds to PHH and PHH has confirmed receipt, however, they claim that they payoff funds are short since PHH has been accruing interest since XXXX, the date they received and subsequently lost the original pay off check. I have complained there should not be any extra interest since they lost the check in the first place and so some group at PHH is looking into it. When I look online, PHH still shows that no payment has been made and my full balance is outstanding. When I called, they again said the payoff was short and that they can not apply the funds in any way until the issue with the interest is resolved, which last week I was told could take 20 days. They also would not say that they would not report me as delinquent when the 60 day grace period is over in a couple days. I fully expect it will take the full 20 days to hear back from them and in a couple of days that my excellent credit score is going to be ruined, and that PHH will start charging me delinquent fees for non-payment, even though they have several XXXX XXXX dollars in their account from my payoff. You cant get a hold of the person you are working with and they dont return calls when you leave messages. Trying to get an email sent to you will take 2-3 business days as our system is only set up for internal emails. It is all a scam to delay, delay, delay so they can continue to accrue interest/fees. They are a terrible company. Given that the consumer has no say in who the servicer is, being forced to deal with them has been a nightmare and they should not be allowed to service mortgages at all. Just check any review of them. I am beyond livid that there is no one legally responsible for making sure a refi loan is paid off and that I spend hours trying to get someone at PHH to handle this. They are absolutely the worst servicer I have ever dealt with.
Company Response:
State: MA
Zip: 02760
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage is a XXXX XXXX with a XXXX XXXX, on XX/XX/2021, and after completing my three trial payments I received a XXXX XXXX Modification with PHH Mortgage. The final modification agreement that I received included instruction to notarize my signature and my wife 's signature. We completed all lender 's instructions on XX/XX/2021, and immediately after we returned the whole packages including our notarized signatures by certified mail. According to the original instructions received, I supposed to return two notarized copies of my XXXX XXXX XXXX, and immediately after my lender would receive these documents will sign, notarized, and return one of the two copies to us. PHH Mortgage signed our XXXX XXXX XXXX on XX/XX/2021, however, they just send us a copy without their notarized signatures. On XX/XX/2021, I personally contacted PHH Mortgage requesting my loan modification agreement with their notarized representative 's signatures. They responded to me that it was not necessary and just the regular signature of their representatives would be enough to make the document valid. I insisted that the above-mentioned agreement has a notarization requirement for both parties ; however, they promise to return me a call, a thing that never happened. I request CFPB help to obtain the legal document ( Notarized ) that confirms the full terms of my recent XXXX XXXX reached. XXXX XXXX XXXX XXXX
Company Response:
State: VA
Zip: 22032
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: Account number : XXXX Unpaid Principal Balance : {$29000.00} Interest Amount Due : $ XXXX Late Charges Due : XXXX Advance and Other Expenses : XXXX I called the company PHH Mortgage Services XXXX XX/XX/2021 for information on the account they have under my name. The company could not find any record of the debt they are accusing me for. There is no record of the debt! I want the company PHH Mortgage to delete it from my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a 100 % XXXX Veteran in Texas, and have applied for and received a 100 % property tax exemption from my county ( XXXX County Appraisal District ) as of XX/XX/2021. In early XXXX, I submitted the forms from the appraisal district and the VA to the mortgage servicer, PHH Mortgage ( XXXX XXXX XXXX ). Originally, I was told that they would re-calculate my monthly payment in XXXX days, and send me a refund in my escrow in 7-10 days. However, on XX/XX/XXXX, I called PHH to check on the status of the issue. I was told that PHH will not adjust my tax estimate until XX/XX/2021. My monthly mortgage payment is approximately {$1700.00}. An additional {$1100.00} was due each month for property taxes prior to my 100 % VA XXXX rating. Now that they refuse to honor my exemption, they will be collecting an additional {$10000.00} over the year that I don't owe them. Please help! This is predatory and deceptive behavior.
Company Response:
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Overcharge of escrow plus tax penalty on escrow which lender did not pay escrow, Causing the penalty. Lender 1098 form for XXXX BOTTOM Of form lender shows escrow negative XXXX which was transferred to new servicer XXXX XXXX form clearly shows. This overcharge of escrow and tax penalty Was included in our XXXX modification which has accrued interest on for over 11 years on {$3800.00}. The endless deception, and responses by lender show nothing but predatory lending
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2021-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Completed 3 modification trial payments XXXX XXXX, XXXX, XXXX XXXX, 2021 and XXXX, XXXX all 3 trial payment in the amount of {$1600.00}. Received final modification documents for my mortgage it is a balloon mortgage. My previous mortgage was a fixed term FHA mortgage and to accept the balloon note is setting me up to lose my home. Resubmitted mortgage assistance request. Fixed term again for the 3rd time received a denial letter for 1st request to have a fixed term mortgage. I have resubmitted my request again I don't want to lose my home.
Company Response:
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH mortgage service is trying to shorten my forbearance terms by overlapping three month periods. I made XXXX payment in XXXX and then at the end of XXXX I called to get a three month forbearance starting in XXXX. Yet they are counting my forbearance as starting in XXXX because thats when I happened to place the phone call. Even though I already gave them marches payment. And I didnt apply for the forbearance until after I made that payment. This is all pandemic related and Im at the end of my fourth three month forbearance period. So before my next extension I should owe my next payment starting XX/XX/XXXX. But they show me as two months late as if I owed for XXXX and XXXX. When I talked to them on the phone they mentioned apparently sometime at the end of my second three month extension in XXXX I had called at the end of the month to extend starting the following month, and they did the same thing. Overlapping it again. Their fuzzy math allows them to provide the obligatory 18 month period in less than 18 months. In fact if I had called at the end of the last month in each three month period, to set up another extension, I could wind up being as much as four months short based on their math. XXXX XXXX says I can get up to 18 months, and with PHhs creative mathematics they can potentially squeeze that 18 months into a 12 month period. When this pandemic is over and the country starts re-opening, Im still going be one of the last people to resume work based on the kind of work that I do. So Im going to probably need the entire 18 months
Company Response:
State: CA
Zip: 91739
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My home was in foreclosure because I got behind in payments. However, I was able to come up with the money needed to cure the forecloser in XX/XX/XXXX and I followed all the proper steps with the county. This is when I felt as though we were finally back on track. I resumed making my monthly payments in XXXX, however, the Mortgage company kept returning my payment to them and telling me that my mortgage was still in default. I spent days trying to contact the legal office and the mortgage company trying to find out what was going on. I was told the money I paid ( approximately {$24000.00} ) was never released from the legal company to the mortgage company. I was assured all this would be fixed and once the mortgage company received the payment they would reach to me and tell me my new monthly mortgage amount. In the meantime, I never stopped paying my normal amount, and month after month the mortgage company returned my payment. It is now XX/XX/XXXX and I have received a letter from the same legal office that they are starting the foreclosure process because of a past due amount of around {$10000.00}. I have tried to call the mortgage company and the legal office multiple times and I am never able to get help or get the situation resolved. We have received notice from the lender 's attorney stating they have been authorized to begin foreclosure procedures. I am also being told I owe more penalties and late fees and have to go through the foreclosure process again. At this point I believe is a conscious and discriminatory effort by the mortgage company to make me look like a bad lendee, destroy my credit, steal my home, and essentially suppress me and my family due to either. our previous foreclosure situation, our economic condition, or worse of all, our ethnicity. I desperately need assistance ASAP.
Company Response:
State: CO
Zip: 80017
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, I closed on a 25 year conventional mortgage for a principal of {$170000.00}. In XXXX, I found myself unable to pay the current mortgage due to divorce and loss of my job. Although I had been keeping up on the payments, they instructed me that it would look better if I didn't make payments, so I was probably about 2 months behind or so at the time of the modification. I entered into a modification agreement with Ocwen, to reduce the interest rate to 2 % for a time, then annual increases for a period of 5 years. I specifically asked and was told that this would not result in an extension of the term, and there were no other repercussions - it was just a reduced interest rate to lower the payments so that I could keep my home. I have continued making my payments, and am now 8.5 years away from loan maturity. The mortgage is now serviced by PHH, and I decided to log in to their website to get more detailed information on the mortgage than is given on the statement. It caught my eye that although the loan matured in XXXX of XXXX, it showed a scheduled payoff for XXXX of XXXX. I looked at the amount of principal still owed, and the number of payments that showed remaining, and I realized that there is no way the loan would be paid off by the maturity date. After several calls to XXXX asking for information and an amortization table ( never did receive the amortization table ), I finally found out that there is a balloon payment of nearly {$110000.00} due at loan maturity. Looking through the papers provided, while there is a mention that there will be a balloon payment, nowhere did it state the amount that would be required ; I do recall thinking that it wouldn't be more than a few XXXX dollars ( e.g., {$3000.00} - {$6000.00} tops ), so I didn't worry about it at the time. This should have been disclosed at the time of the modification. I also found, that although the original loan principal should have been down to about {$150000.00} ( even with the missed payments ), the modification documents show an initial principal balance of {$160000.00}, so it sounds like there were an awful of of fees rolled in to the principal. This is deceptive, if not predatory in nature. After paying the full term of a mortgage, the remaining principal should NOT be XXXX of the original loan amount ; I don't know anyone that would consider that " reasonable ''. I'm currently looking into refinancing this loan with another mortgage company, and hopefully we will be able to do so, though sadly we will have to extend the term despite planning to retire in the next few years. I asked for a payoff figure from PHH, and after paying for nearly 17 years of a 25 year mortgage, the payoff figure is over {$140000.00}. I did ask the last representative we spoke to if the balloon payment could be removed, and I was told no. I was told we could reduce the balloon payment by paying additional principal each month, but in order to have the loan balance reach XXXX at loan maturity it would require an additional monthly payment of about {$910.00}, which is not in our current budget. I have no confidence or trust with this company at this point. I hope by filing this complaint it will prevent others from experiencing these predatory loan practices.
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A