Date Received: 2021-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Currently, I have an equity loan with PHH Mortgage XXXX XXXX ) against my property XXXX XXXX, XXXX VA. Since XX/XX/XXXX, I have been trying to pay-off this loan. The current balance is {$27000.00}. I was told that payoff could not be made until I have received an official payoff document. This document has consistently arrived after the due dates. I paid {$5000.00} in XX/XX/XXXXand submitted a check for the {$27000.00} ( it has not been processed ). To ensure that I was not charged for late fees ( after the XX/XX/XXXX), I paid the monthly payment of {$390.00}. I get the impression that there is an effort to discourage mortgage holders from paying off the loan. I have done everything possible to get this loan paid off.
Company Response:
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My mortgage account with XXXX Mortgage has been reported late in XX/XX/2020 and in XX/XX/2020. Both months were paid on time. I have repeatedly asked PHH to address these inaccuracies and they have not. We paid off this loan in XX/XX/2020 and PHH continues to report inaccurate and late payment information to the credit bureaus. My requests have gone unanswered. My credit score continues to drop with their inaccurate reporting.
Company Response:
State: NJ
Zip: 08753
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am having a very difficult time with PHH mortgage. I have recently been declined for a loan modification and mortgage assistance. I believe we are a victim of a predatory mortgage lender. We were never aware or told the our mortgage had a ballon payment. Originally with OCWEN, PHH informed me they6 could assistance me with a loan modification. I applied for a modification and was declined because the loan value was {$240000.00}. I wrote back to PHH stating the appraised value was wrong. I resubmitted for a modification while showing the value was higher. PHH then declined me stating the value of the property was {$290000.00}. PHH has never done an interior appraisal. The representatives are located in XXXX. They have no idea the value of my property and are making up information to decline me. That is bank fraud, predatory lending.
Company Response:
State: CA
Zip: 92585
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am in an active chapter XXXX bankruptcy in which the mortgage service is to follow rules set forth by CFPB on how pre and post petition payments are to be applied. Ocwen now PHH mortgage servicing has continued to perform my annual escrow analysis based on prepetition arrearages. The escrow has remained in a negative balance and was never made current upon chapter XXXX plan approval to pay arrearages which included funds advanced as well well as amount to bring current. They are essentially double dipping and getting paid on the arrearages through payments from my trustee as well as current monthly payments. This has also resulted in unnecessary payment increases. I have sent written requests in XXXX & XXXX to which they either completely ignore or state they my claim isnt valid. They are improperly serving my loan being in a chapter XXXX plan and misapply post & prepetion payments.
Company Response:
State: RI
Zip: 02860
Submitted Via: Web
Date Sent: 2021-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I, XXXX XXXX ( the daughter ) own XXXX XXXX XXXX XXXX XXXX VA, property that is under contract and I can not gain a payoff statement from PHH Mortgage company. All documentation has been provided by way of XXXX XXXX XXXX thus the request for the payoff statement. I am being told that I am unauthorized, thus PHH Mortgage will not communicate with me. I can not gain an understanding as to why I have not been listed as an authorized person. I need the payoff statement within the next 48 hours in order to close. My mother is deceased. The mortgage is in her name but the deed reflects both of us : joint tenants with rights of survivorship.
Company Response:
State: VA
Zip: 22554
Submitted Via: Web
Date Sent: 2021-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-18
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 30-60 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: 2021-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX PHH mortgage once again decided to stop accepting my payments. Unfortunately they didnt inform me of this, nor have they returned any of my checks to me. Instead, they have been sending correspondence and most likely my personal checks, addressed to my deceased husband at an address neither of us have ever lived at. My husband has been dead for two years and neither he nor I have ever even lived in the town where PHH has been sending correspondence. My fear is that my late husband has been a victim of identity theft and someone is fraudulently receiving mail in his name. I dont know how PHH obtained this unknown address they have been sending things to, but I didnt give it to them and obviously neither did my late husband. My checks that I use to make my payments clearly have my name and address, and every qualified written request I have sent them has my name and full address at the top of the letter. PHH has been aware of my husbands death since XXXX of XXXX when I sent them his death certificate and they confirmed me as successor in interest. There is absolutely no excuse for them to be sending anything anywhere but to me at the address they know belongs to me. This is intentional. For two years PHH has been intentionally refusing to communicate with me, sending correspondence addressed to my late husband and addresses I havent lived at for years, and now to an unknown address. They have been denying my payments, offering me modifications and then denying or ignoring them, sending someone to photograph my house every month, and attempting to foreclose on my home even though I have made every single payment and complied with everything they have asked for. In addition to all this, they are now sending my personal information to an unknown place, and possibly an individual fraudulently using my late husbands information. This obviously puts me at risk of identity theft, not to mention a blatant disregard for my privacy
Company Response:
State: CO
Zip: 808XX
Submitted Via: Web
Date Sent: 2021-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX I refinanced my PHH loan I had for less than a year to get away from them, because of their horrible customer service. During the refinance process PHH gave incorrect payoff information to the Title Insurance Company, they did not include my last XXXX XXXX XXXX payment, so the Principal balance, interest etc. was higher than actual. I figured they would correct it with their PIF check refund to me. However, they didn't. Right now they owe me over {$2000.00}, but they are not willing to acknowledge their mistake. I sent couple of emails to get the issue resolved and their escalation officer called me on the phone, but he spoke poor English and couldn't follow my explanation. Their Response Letter to me, dated XX/XX/XXXX, gives a breakdown of the payoff funds, but it is mathematically incorrect.
Company Response:
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2021-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XXXX, I lost my job due to COVID-19, Called my mortgage service provider, PHH Mortgage Services, and asked for forbearance and was granted it, on XXXX, I called PHH Mortgage Services and let it know that I was ready to make normal regular monthly payments, asked for a " Loan Modification '' based on the " CARES Act '', in which, I asked the mortgage company to put the deferred amount to end of my loan based on the " FHA COVID-19 National Emergency Standalone Partial Claim, '' instead the company mailed me an application, in which it started a lengthy process by asking me for many documents as proof, never modified the loan, extended the process from XX/XX/XXXX till today ( XXXX ), and lastly reported me to the credit bureau with negative report, including 120 days of late payments. All the mentioned above included many conversation back and forth with the company since XXXX. The company assigned me a Case Manager, named " XXXX XXXX '', who I could never speak to because she never is available and even me setting up appointment four times to speak directly to her via other Case Manager, she never had come to the phone, nor reply to my emails. PHH Mortgage Services has violated the COVID-19 CARES Act by failing to modify my home loan and by illegally reporting negative to the Credit bureau about my mortgage status. Please take a look at some proof that I have attached to support this complaint. Consumer must beware of this horrible mortgage company. " PHH Mortgage Services ( XXXX XXXX XXXX ) is violating the COVID-19 CARES Act. ''
Company Response:
State: DE
Zip: 197XX
Submitted Via: Web
Date Sent: 2021-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our mortgage is through PHH Mortgage Corporation. We made several attempts to apply for what the company calls " Mortgage assistance ''. The requested information was sent to the company each attempt. We then waited for a response. Several weeks passed and there was zero attempt to contact us. Later we received a letter stating that PHH did not receive all needed information and the request was denied. Due to the companies poor communication, we never received a letter or telephone call to inform us that more information was necessary. This issue occurred upon both attempts to apply.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 564XX
Submitted Via: Web
Date Sent: 2021-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A