Date Received: 2023-09-27
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: All debts have been paid
Company Response:
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: This loan is under my parent 's name. In XX/XX/2022 we sent a notarized family transfer form as requested by PHH Mortgage to have my parents removed from the loan and list me as the only primary borrower. All documents requested were sent with the form and they stated they needed the lien to be changed to name only for me XXXX XXXX to assume the loan. The same mortgage company PHH now placed forced placed insurance because the insurance policy is under my name only and not my parents which they required to be removed from the deed in order to process the assumption. PHH has continuously delayed the assumption process and now i have my own insurance policy and they also have an insurance policy which is illegal to have 2 policies for the same collateral.
Company Response:
State: FL
Zip: 32907
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: On XX/XX/2023 we started the process to remove PMI on our account. We sent an email to PHH Mortgage requesting this and received a letter in the mail on XX/XX/2023 from them which states the requirements for PMI cancellation. The first stated requirements were to make a principal payment of {$88000.00} or request a property valuation which would need to be {$940000.00} and achieve a Loan to Value of XXXX XXXX. We decided to request a property valuation and mailed a check in the amount of {$190.00} for the valuation fee. On XX/XX/2023 an appraisal was completed on our property. The appraisal amount came in at {$980000.00}. This amount is {$38000.00} more than the required amount of {$940000.00} needed to cancel the PMI. We received a PMI denial letter on XX/XX/2023 stating that the BPO/Appraisal ordered does not support the property value necessary to meet a XXXX XXXX Loan to Value ( LTV ) . These parameters do not reflect what the required appraisal amount needed to be or the listed requirements on their website. We called PHH mortgage on the week of XX/XX/2023 to express our concerns and raise these issues. We were told this would be escalated to their PMI removal committee. On XX/XX/2023 we received a denial phone call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 928XX
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: I appied for extention for XXXX payment due to loosing my job and spouse being sick. I decided to appy for assistance then findour PPH Mortgage reported my mortgage being one mont delinquent on my credit report while waiting on them to response to my extention. Therefore, the note will show late another month while waiting on them to correct this problem. PHH mortgage stated it will not be corrected even if it was their problems. Its just taking months to approve an extention.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Ocwen/PHH is reporting current late statuses with all 3 credit bureaus on my husband 's account which was transferred and closed in XXXX. We were not aware of this current reporting until we applied for a home mortgage loan and were denied because it appears as if we are currently late on mortgage payments. As soon as we were made aware of this error, my husband filed disputes directly with each credit bureau. We both contacted Ocwen via phone calls, fax, and email. We supplied the necessary documentation, but Ocwen states their reporting is accurate. It is not accurate for XXXX as again, this account is closed with a XXXX balance and has been since XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17404
Submitted Via: Web
Date Sent: 2023-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-22
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: Following five attempts with XXXX XXXX to secure a loan modification, our loan was transferred to PHH Mortgage. They assured us it would be approved and proceed to underwriting, but we had to restart the process multiple times. After finally reaching the underwriting stage, our application was unexpectedly denied, and the reasons remain unclear. They're now refusing payments, and as a result, I'm forced to pursue XXXX XXXX bankruptcy due to falling behind after my wife contracted XXXX. I feel this whole process was designed to drag me deeper in debt with no escape. I provided everything they asked for on time and they found reasons such as oh well this isnt highlited. Unacceptable and unfair.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 974XX
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: I called PHH mortgage on XX/XX/XXXX to ask about why our PMI hasn't been taken off our mortgage payments since we've had the loan for over XXXX years and were originally told that PMI will be removed once we hit XXXX years on the loan. They explained we would meet the threshold to remove PMI in XX/XX/XXXX so I asked how much money we owe to meet that threshold. I was told we need to submit {$5300.00} for the PMI to be removed. I called back on XX/XX/XXXX and approved a {$5500.00} payment to our principal and requested that the staff member submit our request to remove PMI. She explained she submitted the request and I would receive a letter in the mail with details about the PMI removal within XXXX days. I never received a letter so I called back on XX/XX/XXXX and was told by both staff members who I spoke to on the phone that they never sent a letter in XX/XX/XXXX. The escalation manager I spoke to continued to lie to me that there were no notes or calls in my file from XXXX or XXXX. I then told him the exact dates and times of the calls since I take detailed notes and have call logs and emails with all the information from those calls. He then told me he found a note from those calls and that he apologizes that they didn't send me the letter. This is already very concerning since they purposely did not send the letter they were required to to remove our PMI. He then said I need to pay about {$200.00} to get an appraisal on the house to get rid of PMI. That is inaccurate based on previous information I had received in writing from PHH and my previous loan company ( before PHH took over our loan ). This company is clearly trying to scam me out of my money by saying they require an appraisal when that's not true, as well as not submitting or sending appropriate necessary paperwork to remove our PMI. They happily took our money but did not do their part of the agreement to remove the PMI.
Company Response:
State: WA
Zip: 98092
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am filing this complaint on my own behalf to address an issue concerning late payments on my credit record. After reviewing my records, I found the presence of these late payments. Despite having sent letters regarding this matter over 30 days ago, I have not received a response, and they have failed to provide me with satisfactory validation. I kindly seek your assistance in resolving this matter promptly and effectively.
Company Response:
State: FL
Zip: 33125
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Since the inception of PHH taking over our servicing, we have had numerous erroneous accounting issues. Our figures have never been accurate. I am attaching 3 years of statements where you can see we have always made our monthly payments, but PHH says we are delinquent on paper, but when you call the CSR says you are current. I filed a XXXX XXXX bankruptcy in XXXX due to husband losing his job due to covid. At the time of the bankruptcy we were behind on payments ( XXXX ) days. If you look at statements the amount of the pre petition arrearages changed, but how? The the post petition arrearages were paid current in XX/XX/XXXX in the amount of {$4300.00}. I specifically asked the CSR if this would make us current and she said yes. Then I receive my next statement that states I still owed over {$4300.00}. Now the current statement says {$9600.00}. I just do not understand what they are doing to us. I have asked for an accounting and I get nowhere. I just can not make sense of their figures. I have lived in my family home for 21 years and do not want to lose it! I have a severe XXXX XXXX and I am XXXX, I do not need this stress from them. Please any help is very much appreciated.
Company Response:
State: FL
Zip: 34952
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Trouble during payment process
Subissue: Interest rate
Consumer Complaint: Dear Representative, I hope your day is going well. Here is what has happeneded so far : I called PHH on the phone and asked for assistance with my XX/XX/2023 payment due to an unexpected expense and for the payment to be put on the back of my loan and to keep my current interest rate of 2.00 %. The Customer Service Representative said not to worry that he would give me a 3 month forebearance and I could resume my payments at the end of the forebearance. When I went into my portal to resume autopay for my mortage beginning XX/XX/2023 ( the end of the forebearance ) ; the portal says that I can not make payments and that I owe {$6800.00}. This amount is much higher than the PHH representative shared with me when we spoke on the phone XXXX, XXXX. I was also told on the phone on yesterday by the PHH representative that I can not make payments now. I shared with them in XXXX and on yesterday that I want to keep my home and to keep my interest rate at 2.00 %. In XXXX, I was told that that was no problem and now I am being told that they have to evaluate my account. I have made all of my payments on time on the first of the month via autopay until the XX/XX/2023.
Company Response:
State: NJ
Zip: 08012
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A