Date Received: 2021-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX submitted an online request for hardship with PHH Home Mortgage Services. XX/XX/XXXX rec 'd agreement stating the terms of temporary hardship Agreement stated an effective date of XXXX XX/XX/XXXX and three ( 3 ) payments will be deferred. Which should be XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. However next payment would be due on XX/XX/XXXX in the amount of {$5200.00}. Based on the above and the matter in which the document was prepared this does not constitute three ( 3 ) payments deferred. This is deceptive and bad business practice. Call and spoke with the following on XXXX XX/XX/XXXX at XXXX. XXXX - Agent ID XXXX transferred to XXXX customer resolution and spoke with : XXXX - Agent ID - XXXX XXXX - Agent ID - XXXX XXXX - Agent ID - XXXX Escalation Mgr XXXX - Agent ID XXXX All of which demonstrated a no challenge attitude and extremely poor customer service. None of which understood my concern, continually stated that there was no error, and that they were unable to make any updates. Furthermore, total payment in the amount of {$5200.00} due XXXX XX/XX/XXXX and if unable to make the full payment the investor has the option to decline any payments less than total amount due and could begin foreclosure. I requested that this agreement be cancelled. I was then informed that if I cancelled this agreement and resubmitted it would not be approved. In addition, it will take one to two weeks to cancel and I needed to wait before resubmitting.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX, XXXX XXXX XXXX ( I ), requested a mortgage forbearance from PPH Mortgage ( PPH ). I have a split mortgage with PPH {$570.00} ( # XXXX ) and {$180.00} ( # XXXX ). XX/XX/XXXX : I applied for the XXXX XXXX COVID-19 Recovery Mortgage Assistance Program ( Mortgage Assistance Program ) and requested a mortgage forbearance payment of {$2200.00} which included payments for both mortgage accounts ( # XXXX ). ( Exhibit 1. ) XX/XX/XXXX : Received letters from PPH approving the mortgage forbearance for both accounts. ( Exhibit 2. ) The mortgage forbearance effective date is XX/XX/XXXX for 3 deferred payments. The mortgage forbearance payments were due XX/XX/XXXX for the months of XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX in the amount of {$1700.00} ( 3 mortgage payment for # XXXX XXXX and {$560.00} ( 3 mortgage payments for # XXXX XXXX. Note : The defer payments are for the month of XXXX and XX/XX/XXXX, two months only, not 3 deferred payments as stated in Exhibit 1. XX/XX/XXXX : Received letters from PPH granting a Notification of Payment Deferral for the month of XX/XX/XXXX for both mortgages in the amount of {$760.00} ( # XXXX ). ( Exhibit 3. ) XX/XX/XXXX : Updated Self-Certification/Statement of Facts for the Mortgage Assistance Program to reflect the new mortgage forbearance balance of {$1500.00} to cover XX/XX/XXXX and XX/XX/XXXX mortgage payments. ( Exhibit 4. ) XX/XX/XXXX : Received a check from the Mortgage Assistance Program in the amount of {$1500.00}. ( Exhibit 5. ) The check was to be endorsed by both parties. XXXX XXXX : I signed and sent the check via certified mail to PPH along with the payment coupons and a copy of each forbearance letters ( see Exhibit 1. ) I also included a personal check ( # XXXX ) in the amount of XXXX cents not realizing it was not needed. ( Exhibit 6. ) XX/XX/XXXX : PPH received and applied the entire mortgage assistance check of {$1500.00} as well as the XXXX cents to the first account ( # XXXX ). ( Exhibit 7. ) Note : I included the mortgage coupons and a copy of each forbearance letter so that there would be no mix up. XX/XX/XXXX : I received a letter from PPH for the second mortgage account ( # XXXX ) offering another Temporary Hardship Forbearance Plan Agreement to defer 3 payments ( XXXX, XXXX and XXXX ), with 4 payments being due on XX/XX/XXXX in the amount {$750.00}. ( Exhibit 8. ) Note : not sure why I am receiving this letter from PPH. XX/XX/XXXX payment was received by PPH so there was no need for a mortgage forbearance. I never contacted PPH requesting an additional mortgage forbearance as stated in the letter. XX/XX/XXXX : I receive a letter from PPH for the first mortgage account ( # XXXX ) offering another Temporary Hardship Forbearance Plan Agreement to defer 3 payments ( XXXX, XXXX and XXXX ), with 4 payments being due on XX/XX/XXXX in the amount of {$1700.00}. ( Exhibit 9. ) Note : PPH had already applied my XX/XX/XXXX and XX/XX/XXXX payments to my first mortgage account, therefore, I am not sure why PPH is offering a mortgage forbearance for XX/XX/XXXX. I never contacted PPH requesting an additional forbearance as stated in the letter. XX/XX/XXXX : I called ( 19 mins ) PPH to inquire about the mortgage payments to the 2nd mortgage account in the amount of {$370.00} for the month of XX/XX/XXXX and XX/XX/XXXX ( # XXXX ). I was told by the customer service that the payment of {$370.00} would be removed from the first mortgage account ( # XXXX ) and be applied correctly. XX/XX/XXXX : I received a confirmation letter from PPH confirming the XX/XX/XXXX inquiry. ( Exhibit XXXX. ) XX/XX/XXXX : In my PPH online payment history account XXXX # XXXX ), it shows {$370.00} listed as a Misapplication Reversal. ( See Exhibit 7. ) XX/XX/XXXX : In my PPH online payment history account ( # XXXX ), it shows that only {$1.00} was applied to my second mortgage. ( Exhibit 11. ) XX/XX/XXXX : Called ( 42 mins ) PPH again to confirm that the payment for the second mortgage was applied correctly. The payment had not been applied. I was informed by customer service that the payment of {$370.00} would be reversed from the first mortgage ( # XXXX ) and applied to the 2nd mortgage ( # XXXX ). Note : I spoke and worked with customer service for 42 mins to get my account straightened out and was assured that it would be correct. XX/XX/XXXX : Received a letter from PPH regarding a Notification of Payment Deferral for all unpaid monthly payments that were due on or before XX/XX/XXXX for the second mortgage ( # XXXX ) in the amount of {$180.00}. ( Exhibit 12. ) Note : that these deferrals were not needed because PPH received my XX/XX/XXXX and XX/XX/XXXX mortgage payments on XX/XX/XXXX. XX/XX/XXXX : Received my monthly PPH XX/XX/XXXX statement. ( Exhibit 13. ) PPH applied the reversed payment in the amount of {$370.00} as extra principal to the second mortgage ( # XXXX ) and put {$1.00} in unapplied fund. Note : this was not extra principal. This was my XX/XX/XXXX and XX/XX/XXXX mortgage payments. XX/XX/XXXX : Call PPH to inquiry about the 2nd mortgage payment being applied to principal. PPH customer service informed me that they sent me a Notification of Payment Deferral for the month of XX/XX/XXXX, which I informed them I never received and did not ask for. PPH had already received my XX/XX/XXXX and XX/XX/XXXX payment on XX/XX/XXXX. ( See Exhibit 6. ) Note : Per PPH, contact is supposed to be made at the end of each forbearance. PPH has not made any contact with me to discuss any financial hardship or any other mortgage assistant. The agreement with PPH was for a 2-month mortgage forbearance that was due XX/XX/XXXX in the amount of {$1500.00} for both accounts ( # XXXX ). I made sure the payment was received by XX/XX/XXXX. It is XX/XX/XXXX, and I am still trying to have my payments applied correctly. PPH deliberately and intentionally did not apply my payments to my account. The only thing going on with my account is the interest that PPH is getting. Note : Per my contract, I have until the XXXX of each month before a payment is considered late.
Company Response:
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been trying to refinance through XXXX Mortgage, my mortgage is with PHH. Account numberXXXX, it was originally through Ocwen. I have never been late on a payment, and I am being charged fees that I should not have to pay. We have requested a payment history from the beginning of the loan and all I get are letters stating it will take 30 more days, in the mean time I was unable to close on my new mortgage, because they are taking so long with the payment history and the lender won't accept the loan with these fees. I have 3 or 4 letters from PHH all saying they have 30 days to respond. They are the reason my my locked in rate will be different and will not be able to close.
Company Response:
State: NJ
Zip: 07080
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-01
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: I am a victim of identity theft. I am writing to request that you block the following fraudulent information from my credit report. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. Please let me know if you need any other information from me to block this information from my credit report. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 917XX
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Please help me delete this account from my credit report.
Company Response:
State: NY
Zip: 10033
Submitted Via: Web
Date Sent: 2021-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whomever It May Concern : My Name is XXXX XXXX and I've Contacted the CFPB about my Mortgage Co. ( Ocwen Mortgage ) and at one time ( Homeward ) and now ( Phh Mortgage. If I can just revisit the case # XXXX dated XXXX XXXX and get a Legal Answer to this Question even though ( Ocwen ) sent a statement that i never did understand why they ( Ocwen ) did this When we went to them for a Loan Modification and ended up with this Loan that added more to our problems than it solved. Why add {$40000.00} Balloon Pay to the end of this loan when we've paid every payment?
Company Response:
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm filing a complaint against PHH Mortgage who is servicing my 2nd mortgage for breaching the terms of our loan agreement ( Mortgage note ) by not applying my payment to principal. I sent in a payment to be applied to my principal that they received on XX/XX/2021 ( according to my bank ) after not seeing it applied I called PHH Mortgage on XX/XX/XXXX, I was relieved that they HAD received my check and that it was to be applied to the principal. However, they mailed the check back to me instead. My complaint is they refused to apply my check to my principal balance. They returned the check and stating they needed certified funds. In my Note 4. Borrowers Right to Prepay states that I may make a full prepayment or partial Prepayments without paying any Prepaying charge. The Note Holder will use my Prepayments to reduce the amount of Principal that I owe under Note. After I was assured that they received the payment via phone call to them on XX/XX/2021, I received a letter in the mail on XX/XX/2021 with my check in the amount of {$10000.00}. I immediately called and spoke to XXXX XXXX and was quite livid that they refused to apply my check to my principal balance. They informed me because it was the full principal balance they could not apply it and they have a procedure for paying off the balance. There is nothing in our agreement that states I can not prepay the full balance. When I asked XXXX what amount they would accept as a prepayment he did not have an exact amount allowed. The reason they want the certified amount is to have guaranteed funds that the check wont bounce. One could delay showing loan balance is XXXX after the allotted time ( which they did anyways with sending my check back!! ). I responded the escalation agent if that was the case then just wait until the funds are secure to know. There is no agreement in my note for the Lender to require THEIR OWN PROCESS for me to pay my full principal balance. This is a breach of their agreement. A way to charge more in fees and interest in requiring a payoff. There is nothing stating I need a payoff amount sent to me by them. Im tired of financial institutions taking advantage of people, it is unfair for them to not apply payments to principals correctly. This has happened to me in past, it seems to be bad practice with loan servicers for misapplying funds to principal. In Order for me to only pay that amount they are REQUIRING ME to get a pay-off statement ( and it will come with additional interest for XXXX and fees ). I should have no interest to pay in XXXX as the principal should have been paid. Don't they have to follow our agreement and apply my check to the principal?
Company Response:
State: CA
Zip: 95901
Submitted Via: Web
Date Sent: 2021-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a mortgage with XXXX ( c/o PHH Mortgage Services ) which was paid off in XX/XX/XXXX. I did not receive my 2020 year end 1098 tax form showing the amount of interest paid and the amount of property tax that was paid out of my escrow account by the mortgage company. I called them the beginning XXXX because I did not receive the 1098 form and it was not available when logging into my account on their website. The associate I spoke with was stated they would look into and get back to me. I waited a couple of days and got no reply. I called back on XX/XX/XXXX and the associate I spoke with said the form was on the account so she emailed it to me. They sent me the tax statement for the wrong year and not the XXXX statement I requested. I called back and was escalated to XXXX on their escalations team who said she would check on this. As of today ( XX/XX/XXXX ) I still do not have the 1098 statement for XXXX. I just spoke with XXXX again a few minutes ago and she said there is no update and she has no other information to provide me. XXXX XXXX direct line is XXXX XXXX. Three weeks later and still no XXXX XXXX statement!!!!!
Company Response:
State: IA
Zip: 524XX
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The first week of XX/XX/2020 I called into my mortgage company ( PHH Mortgage ) to gather information and steps about a re-cast process. I worked with the same XXXX XXXXXXXX the entire process. She guided me through the process and worked with me hand in hand, step by step as a liaison between myself ( the consumer ) and the PHH " research department / investors. '' In the early beginning stage of applying for a re-cast, the XXXX ( PHH XXXX XXXXXXXX ) and I have all calls recorded for PHH mortgage service reference. I had made it very clear that I was looking for my TOTAL MONTHLY mortgage payments each month with EVERYTHING INCLUDED to be {$1500.00} and {$1600.00} a month. At that time we discussed all that goes into a monthly mortgage payment ( escrow, interest, principle, etc. ) The XXXX and I were on the same page, as I repeated myself on broken record that I want to pay between {$1500.00} and no more than {$1600.00} each month, in REPLACEMENT of the TOTAL MONTHLY mortgage payment I have now ( {$2300.00} ). I made it very very clear that I wanted my end recast results to make my total payment each month to go from {$2300.00} down to $ XXXX {$1600.00} each month TOTAL, coming out of my auto pay. There was no misunderstanding between myself and the XXXX or XXXX department. The communication of my goals to recast and have a modification with PHH mortgage was clear between the XXXX and myself. She sent emails to the research dep. at PHH mortgage on my behalf, inquiring before I applied for the recast with her ; " What lump sum would I need to put down on the principle, to ENSURE my NEW TOTAL MONTHLY mortgage payment WITH EVERYTHING included would be coming out of my account between {$1500.00}, and {$1600.00}. This is TOTAL, escrow and all fees, everything included. '' The language and communication was VERY clear between this XXXX and myself. She was very professional and accurate all the way through the entire process with me. She told me I needed to now wait for their response in a formal letter in the mail, and that it would arrive in 1-2 weeks. I waited for the letter and received it from the research department stating that " If I put {$40000.00} down on my principle for a re-cast, I would bring my total monthly mortgage payments down to $ XXXX {$1600.00} a month. '' I then followed the directions I was given ( also took notes in a notebook of mine the entire process she gave me to follow to ensure I was doing everything on my end properly and accurately ) contacted the XXXX regarding the statement, and she CONFIMRED on her end that the escalations department replied to her in email as well, stating that {$40000.00} down on my principle would bring my TOTAL MONTHLY mortgage payment coming out of my account each month down to the amount specified above. I was given steps to take after this to request the recast. I was guided to email the research department ( as did the PHH XXXX on my behalf ), and then to wire the {$400000.00} to a financial institution in NY. I drove to my bank, paid {$35.00} to wire the recast sum on XX/XX/2020, paid another additional fee of {$50.00} for them to " receive the money '' on their end. The communication with myself and the PHH mortgage XXXX ( as well as a few other XXXX ) was on a weekly basis. I repeated my goals and what I was looking to do ( over and over ) to ENSURE there was no room for the research dep. to mess things up. Well, they did anyway. They communicated with the XXXX I worked with, as well as the supervisor in the XXXX XXXX. at the tail end. They received the money, and then sent me a final signature document in the mail requiring a notary stating that I will agree to the NEW modification amount of {$2100.00} each month, as result of this of the re-cast. WE DID NOT AGREE OR GO THROUGH THIS ENTIRE PROCES FOR MY TOTAL MONTHLY MORTGAGE payments to come out at {$2100.00} ( only {$200.00} less than what I pay now, after paying {$40000.00} on the principle ) and starting this entire Re-cast process by ASKING THEM what they want/need to make the total monthly payments **with everything ( escrow, interest, ALL ) included to be $ XXXX {$1600.00}! ** All the escalations managers I spoke with ALL AGREED with me that the communication with them, and with them to the research department was done correctly, and it was clearly communicated on both ends. They as a department agreed that they did everything correctly under policy of the company, and this outcome should not be happening, and they are very sorry and will appeal on my behalf and escalate this to the Supervisor. The XXXX XXXX then also advocated for me for to be corrected, to the right amount we worked on together as a team and agreed on. I see why PHH mortgage is a widely hated company and I want justice for myself and everyone else who is being lied to and taken advantage of. This is absolute fraud. The XXXX also apologized to me on behalf of their research dep. and had all agreed that what was being done to me was wrong. Its fraud. This triggered me to do research on this company that I did not choose, but was sold off to by XXXX XXXX. This PHH Mortgage company that has been around for 30 years has a D rating with the XXXX, has had 3 lawsuits by the Attorney Generals in 3 states in the last 2 years ; CA, FL, and GA for the SAME fraudulent UNETHICAL lying business practices they did to me during my recast request. The XXXX I worked with did everything correct, was professional, and followed company policy and followed through with all communications on my end and on the end of the research dep. This should NOT have happened. I did everything in my power to make sure I followed instructions and communicated clearly to get the end result of $ XXXX $ XXXX monthly mortgage each month. I am a single mom who has really been struggling with a XXXX son with no support. My father passed away unexpectedly and this money I put on my principle was supposed to be a GIFT from him! An honest man of integrity. This was supposed to be a BLESSING to HELP us during a time I desperately needed my mortgage payment to be lower and I DID EVERYTHING I WAS ASKED TO SAME DAY I WAS ASKED. PHH mortgage is a terrible awful group of investors and research department hurting innocent people and lives. They are fraudulent, uncaring, liars and a bad group of people the world could do without! Its too easy to follow through and DO THE RIGHT THING. DO WHAT YOU SAY AND PROMISE YOU WILL DO. I was raised to do the right thing in life. PHH mortgage lies and scams people who are already hurting. I hope this complaint gets sent to ALL the nefarious, greedy, fraudulent investors at PHH mortgage. The XXXX Department is a wonderful group who genuinely cares about the consumers they service. Each XXXX XXXXXXXX I spoke with throughout the process had genuine empathy for me and the situation and apologized on behalf of the research dep. mistakes/errors. The XXXX I worked with set at least 2 appeals on my behalf and involved her supervisor to help make the research dep/investors follow through with ethical and honest business practices, but they still refused. Instead all the XXXX was able to do as a result of this fraud and failed appeals by her and the escalations supervisor, is refund me the re-cast amount of {$40000.00}. I also firmly insisted they repay the {$85.00} of transfer fees I had to pay. I have received the {$40000.00} back, but have not received the {$85.00} yet. It has apparently been mailed to me. This company should not be in business and needs to be reported for their FRAUD in the state of WA ( similarly like they have been for CA, GA, and FL ). I wasted so much of my time, money, energy to have it all come back to me as fraud. Please contact me for more details as I have notes, time stamped, and the official recast letter they sent me asserting " If I paid {$40000.00} my total monthly mortgage payment with everything included would be $ XXXX {$1600.00} ''. They have lied to their own escalations department, made a fool of them as well as me. Their own Escalations department feels very sorry this was done to me, and AGREES this should not have happened, and it is wrong. Red flags all over this company for years and still holds true today. I am pursuing further action and would appreciate the attorney general for the state of WA to help us consumers who do not have a voice in this fraudulent malpractice mortgage company. WE need your help! This issue needs attention and legal action taken. Protect innocent consumers and may justice be served on those who seek to hurt others for their own personal financial gain.
Company Response:
State: WA
Zip: 98373
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX This is my original complaint number. Since my complaint PHH Mortgage has transferred my loan to XXXX XXXX. They called me today with a loan specialist. This person continued to give me invalid information of my last conversation. They said they were trying to get me to the escalation desk, which nobody has even told me it existed.. They have also moved the transfer date from XX/XX/XXXX to XX/XX/XXXX after the CFPB initiated the complaint. I need help before they transfer their negligence and maybe even fraud for property to another company
Company Response:
State: AL
Zip: 363XX
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A