Date Received: 2021-02-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear CFPB, Good afternoon. i was in a home modification application since last year XX/XX/XXXX. First I seek help from CFPB that my lender/Mortgage Company failed to pay my property for XXXX, then I seek a legal assistance from the county i live in and it was settled, because i did make a compaint to CFPB. The application that I made last year for Home Modification was denied, because mortgage company received the packet of my application in untimely manner, which was not congruent to the tracking number that I did monitor it they received it before the expected time that they need it. I made an appeal about it and they responded to my compaint cc my former lawyer. Mortgage company send one form that I have to signed for them to reverse the denial. They sent it XXXX XXXX XXXX, XXXX and they need it on XXXX XXXX XXXX was XXXX and I can't do overnight using XXXX because they use PO box . I never heard anything from the mortgage company about the decision or the approval that they promised which was stated on their response to CFPB. By XX/XX/XXXX they stopped accepting mortgage payment because it said they sais i have restart my Home Modification Application which is I did submit all the necessary document they were asking from me. XXXX XXXX was my schedule to speak with my Representative Manager, but nobody called. I emailed them as the same day. Today XXXX XXXX I made a phone call to reach out the mortgage company to follow up my application it said I was denied because the house is not my primary residence. I live here since the day I bought this property. I need your help gain justice for the unfairly treatment that mortgage company did to me. Thank you so much and more power.
Company Response:
State: MD
Zip: 20747
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I see multiple 120 days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response:
State: MA
Zip: 02324
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I see multiple 120 days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response:
State: MA
Zip: 02324
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My Previous Home mortgage Company " XXXX XXXX '' sold my loan to PHH Mortgage in XX/XX/XXXX without my consent or any Communication / Notification and XXXX Mortgage was also failed to notify me till XX/XX/XXXX and my Auto payments were auto paid to my XXXXXXXX till XX/XX/XXXX as my payment of XXXX bounced back to my account I came to know that my loan was sold to PHH Mortgage ( Loan # XXXX ) Upon the confirmation from XXXX XXXX i contacted Phh Mortgage and paid Additional {$13000.00} to bring my account upto date and on XX/XX/XXXX additional {$2800.00} as per my conversation with PHH Mortgage representative all was good and they will fix the Credit report not showing the late payments also refund my late fees Till today and repitive calls to PHH mortgage XXXX XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ( XXXX ID XXXX and XXXX ID XXXX ) no progress neither my late fees are return or neither my Credit report was fixed every time i get runaround even on XX/XX/XXXX XXXX EST i was talking XXXX ID XXXX she hang-up my call, I am trying to refinance my house XXXX because of them my credit from XXXX score went to XXXX which is costing me additional 0.75 % higher rate ( XXXX ) in long run it will cost me XXXX it look like loan transfer to PHH and PHH to contacting is totally Illegal till today they did not provide me any evidence showing that i received any communication from them till XX/XX/XXXX and as promised fees are not returned and credit reporting is not properly done. I need some one to rectify the situation ASAP Nature of Complaint : Billing or Collection Issues Date Problem Occured : XX/XX/XXXX XXXX XXXX Date ( s ) Complained : XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXXXX/XX/XXXX XXXX XXXX Purchase Date : XX/XX/XXXX XXXX XXXX Product/Service : Mortgage Model # : None Provided Account # : Loan # XXXX Order # : Loan # XXXX Purchase Price : XXXX Payment : Deposit ACH Debit Disputed Amount : XXXX As you can see from attached latter from PHH after requesting somany times since XX/XX/XXXX finally they send me some communication but failure to provide any communication which was done before XX/XX/XXXX XXXX also as you can see i never been delayed my payments in my mortgage since XXXX till today this is only case were i was not aware of my mortgage loan was sold to different company without my knowledge and payments were made to my old mortgage company XXXX XXXX and i was panelized for no reason and fowl played by both the mortgage companies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33647
Submitted Via: Web
Date Sent: 2021-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During Covid we were offered Forbearance by our PHH Mortgage over the phone we accepted at the end of our forbearance plan we called and tried to make payments we were told they would no longer accept payments from us until we resolved the forbearance plan we told them that we were able to resume payments they said they will only apply them to the monies owed for forebearance plan we said we were waiting to hear if they were going to allow us to put the forebearance amount on the end of the loan or adjust our mortgage amount to pay it back as we were told when we took the plan. We told them we were very concerned if we let them apply them to the forbearance monies then we would go into default on out current payments they said we can put you on forebearance again???? We said no we want to have our case looked at so we can find out if they are going to allow end of loan or adjust monthly payments on monies owed for forebearance as that is what we were told ... then they had us apply for a decision on that which they never told us we would have to be approved for when they offered this plan. we have had many conversations on scheduled phone calls with our Relationship Manager who we were assigned we have submitted ALL requested documents and we have confirmed that our file was complete and going to the underwriters and they had 30 days to get back to us and we scheduled another call from 30 days from that date when he called us back he said I don't know why they are not giving you an answer please give us 7 more days and I will get supervisor involved scheduled another call and my husband came home from work early and our relationship manager never called or his supervisor as he promised a employee unknown to us called and stated our Relationship manager was busy on another call, we asked to speak to our relationship manager supervisor and the employee said he did not know who he is. We are terrified we are going to lose our home we have complied with everything and still don't have a answer as to what is happening with our home. We have documented all phone calls and names, dates, and times of people we have spoken to through this whole situation. PLEASE HELP US
Company Response:
State: NY
Zip: 11746
Submitted Via: Web
Date Sent: 2021-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: COMPLAINT ID XXXX-XXXX SUBMITTED ON XX/XX/2021 PRODUCT Mortgage ISSUE Trouble during payment process My issue ( s ) continue : The mortgage company PHH is not currently working to resolve my previously reported issue ; nothing is currently being done to correct the now issue, as they incorrectly resolved the previous one. I followed-up with PHH 's Escalations Department ( on XX/XX/XXXX ) and was told that my account had been brought to current, and all I now had to do was pay my mortgage amount for the month of XX/XX/2021 ( PROBLEM is, that I've already paid the mortgage for the month of XXXX ( in- full ) on XX/XX/XXXX - which should make my next payment due in XX/XX/2021. Now, rather than being behind the one payment they misapplied and was supposedly working to correct - they've now indicated to me that I owe for the entire month of XXXX ( indicating that I'm now a full payment behind ). It's obvious that PHH is not structured correctly to handle Flex payments - even though the offer it. I reached out to them, and they've now cancelled Flex-payment, the last being XX/XX/XXXX ). ON XX/XX/XXXX, I paid my full mortgage amount for XXXX - the next should be due in XXXX. I have paid all mortgage payments obligated, and my PHH Dashboard Payment history reflects this fact - but, PHH 's " Payment due '' is always incorrect. It now stated that I am 14 days past due. While this issue drags out ( now over 2 months ) it has and continues to negatively effect my credit history and is causing considerable stress to myself and family, during these trying world times. The company is negligent ; is seems if anyone form PHH was actively concerned with resolving this issue, it would not take so long to resolve such an obvious issue. The Payment history which is available on their PHH sites holds the obvious answer to a simple resolution - apply the payments correctly. I subscribe to a credit reporting and monitoring service. I received notice this month that my credit score had dropped 43 point. I inquired and was told that it was due to " late payments '' reported by my mortgage company. I went from the 800s to 700s. Is their a plan for them to resolve this developing issue? - they don't seem very concerned as I've still received calls from PHH 's Collect Department, and it obvious they've falsely reported to the Credit Bureaus ( while they're supposedly working to resolve the issue ). It's so blatant that is seems deliberate. PHH now reflects I'm 14 days late for XX/XX/XXXX ( which I paid in-full on XX/XX/XXXX ). While they supposedly work and continue to draw-out the resolution of an issue of they're own doing - I continue to be affected by the incompetence and negligence in resolving this issue. Note : Although, I wrote to CFPB on XX/XX/XXXX, the issue with PHH was reported and supposedly being worked well over 60+ days
Company Response:
State: VA
Zip: 20147
Submitted Via: Web
Date Sent: 2021-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I requested an extension on my COVID-19 forbearance plan on my FHA Mortgage from PHH Mortgage. On XX/XX/XXXX XXXX PHH Mortgage responded " Dear XXXX XXXX Please be advised we are unable to enroll the account under the Temporary Hardship Forbearance Payment Plan as the account is in foreclosure. '' I have copied and pasted from the Department of Housing letter issued XXXX XX/XX/XXXX. The U. S. Department of Housing and Urban Development Mortgagee Letter XX/XX/XXXX states " Moratorium on Foreclosures and Evictions and Extension of Deadlines FHA-insured Single Family mortgages, excluding vacant or abandoned properties, are subject to an extension to the moratorium on foreclosure through XX/XX/XXXX. The moratorium applies to the initiation of foreclosures and to foreclosures in process. ''
Company Response:
State: IL
Zip: 60619
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my home in XXXX of XXXX and Paid off XXXX in XXXX around the XXXX. At the time of payoff XXXX collected my XXXX Property Taxes in the Payoff The title company also paid my XXXX property taxes at close and the title company 's payment for the XXXX property taxes was received first XXXX County. I became aware of this on our about XX/XX/XXXX, so I contacted XXXX County and XXXX XXXX on or about XX/XX/XXXX, they said they could not find the payment return and they would search for it, then I called again around XX/XX/XXXX and they could not give me much information. I called on XX/XX/XXXX and spoke to XXXX in the escalation department and I spoke to XXXX on XX/XX/XXXX in the escalation department. XXXX did say they are working on this but it could take 6 to 8 weeks to resolve this, this is a violation and by law they have 30 days to issue the escrow refund, they are approaching 90 days. XXXX also said he was aware this is illegal for them to hold my escrow refund for more than 30 days XXXX XXXX/PHH Mortgage Owes me {$2200.00} for an escrow refund. PHH Mortgage ServicesXXXX XXXX XXXX XXXX XXXX XXXX IL XXXX XXXX XXXX XXXX
Company Response:
State: MO
Zip: 65203
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1 ) On XX/XX/2021 I paid the mortgage payment due XX/XX/2021 of {$1700.00} which includes ( principal plus interest of {$960.00} ) and ( escrow amount of {$800.00} ). 2 ) On XX/XX/2021 I paid the escrow shortage of {$1100.00} plus {$60.00} totaling {$1200.00} and I told them this was a payment to the escrow account. 3 ) The escrow account should therefore have {$2900.00} and not {$850.00} as it shows on their website! 4 ) The XX/XX/2021 of XXXX has been applied as principal only payment according to their website! 5 ) The XX/XX/2021 of XXXX has been applied as mortgage payment according to their website! None of this money has been credited properly per their website! Instead I see on their website indicating I have not paid my mortgage due of {$1900.00}. This is misrepresentation to say the least! Last year I paid the shortage of {$110.00} but was not credited to the escrow account. This is PREDATORY since " Predatory lending '' has become shorthand for describing a variety of lending practices that may be disadvantageous to borrowers. It can mean any type of abusive lending practice where the lender benefits through unworthiness, deceit, misrepresentation, bad faith, or dishonesty. Also, when you call customer service of PHH Mortgage Services they warn you that they are a DEBT COLLECTOR and everything you say may be used against you. I wonder what debt they are trying to collect from me! I thought they are a mortgage company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I been trying to get a foreberance on my mortgage payments since XXXX the soonest I lost my job due to Covid 19. I called several times, I emailed several times and always received a reply to just wait or fill form again. I am on bankrupcy chapter XXXX, still making payments to trustee. Once I lost my job in XXXX I couldnt send any more mortgage payments. I did continue to pay the XXXX monthly to the trustee. I been struggling to make ends meet the best I can. I like to keep my home, I just need help to resume my mortgage payments and to put what I owe at the end of my loan if possible.
Company Response:
State: NJ
Zip: 08081
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A