Date Received: 2024-02-07
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: THIS IS A COMPLAINT AGAINST PHH MORTGAGE. THEY CONTINUE TO MANIPULATE AND PLAY WITH DIRTY HANDS. WE ASKED THEM TO VALIDATE A LOAN BALANCE THAT SHOW DIFFERENT TOTALS IN XXXX DIFFERENT PLACES. INSTEAD, THEY SENT AN UNSOLICITED BOGUS AND FALSE VALIDATION WITH A MISLEADING LABEL AS A LOAN PAYOFF. THIS LOAN HAS BEEN PAID OFF - PHH MORTGAGE SHOULD CORRECT THEIR RECORDS. BALANCE SHOULD BE XXXX Copy : Consumer Ombudsman, PHH Mortgage/Ocwen XXXX XXXX XXXX XXXX, PHH Morrtgage Subject : You sent a False, Misleading and Grossly Incorrect Loan Balance Hiding Behind an " Unsolicited and Deceitful Loan Payoff '' A. We did not ask for a Loan Payoff. The loan has been paid off - we ask that you immediately correct your records. Balance should be XXXX. You are in violation of the FDCPA for manipulative practices and providing fraudulent and false loan balances ( under the guise of a loan payoff ), and unfairly misrepresenting that it would fall as a loan balance validation. There is no evidentiary, historical detail that can be verified and audited. Again, our loan and the thousands that you are servicing should be audited. There are totally different loan balances in 3 different places. We demand a full audit by an appropriate government regulatory agency. MOREOVER, THE LOAN HAS BEEN PAID OFF AND IT SHOULD REFLECT AS XXXX BALANCE. B. It seems you are again manipulating the situation with your unfair practices. 1. Again, we did not ask for a Loan Payoff. The loan has been paid off. We Might Not Be the Only Member of this Class 2. We wanted to check if your accounting has any semblance of correctness and accuracy - and sure enough, there appears to be no accuracy - NONE. It is false, grossly incorrect. If this is happening to us, it is entirely probable that it is happening to thousands of mortgage holders whose loan you are servicing. 3. The balance you are showing is totally different from what your counsel showed, and different from the last statement. You appear to be making things up, " padding the numbers ''. Your mortgage accounting should be audited by the appropriate government regulatory agency. And we have the proof that you appear to be manipulating loan balances. If this is happening to us, it is entirely probable that it is happening to thousands of mortgage holders whose loan you are servicing. You are in violation of the FDCPA for manipulating loan balances and making false, inaccurate and misleading loan validation. If this fraudulent and false balance remains uncorrected, we will not be constrained to report this matter to the Department of Justice, Fraud Division and request a full investigation. We believe the CFPB should fine and penalize PHH Mortgage for an amount not less than {$5.00} XXXX as an effective deterrent to others. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35242
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: My wife lost her job and we applied for a mortgage modification. We made the XXXX months of payments and were given the final mortgage modification agreement to sign. My wife since losing her job took a job with XXXX XXXX XXXX in XXXX XXXX. PHH states that they can only accept notarized paper signatures I submitted a document with notarized e-signatures and was told that I would have to have my wife mail a document from the village she is in to the US to get this modification accepted.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-05
Issue: Closing on a mortgage
Subissue: Changes in loan terms during or after closing
Consumer Complaint: I got a divorce in XXXX and was with XXXX XXXX after divorce it should have never changed hands with a refinance I never agreed to a different mortgage company I don't even think I was loan any money for the refinance and have never paid XXXX bank a red cent every and they say they've been my bank since XXXX it is a scam and fraudulent the hole way through take a look what's been recorded under my name on my property both addresses XXXXXXXX XXXX XXXX and XXXX XXXX same place same house but they use both to confuse and conflict as well as my name XXXX XXXX and XXXX XXXX same person as well as if I was married at time of record I was married XX/XX/XXXX divorced XX/XX/XXXX and conveniently my deed is lost now but recorded XXXX after divorce
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 493XX
Submitted Via: Web
Date Sent: 2024-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/XXXX, PHH mortgage debited my escrow account for {$2800.00} for county taxes. My tax bill was for only {$910.00}. I have verified with the county that the county was only paid the proper amount of {$910.00}. PHH has refused to tell me where the missing {$1900.00} is. Instead, they have raised my escrow payment to what will total over {$6000.00} over 5 years. They will not answer the question of where the missing {$1900.00} is. I called the company in the first and second week of XXXX and was assured the problem would be addressed. PHH told me the County was overpaid and would need to refund me the {$1900.00}. I spoke to the county and they made it clear that they were only paid the proper amount ( XXXX ) by the 3rd party payment company that PHH employs ( see uploaded document ). Roughly on XX/XX/XXXX and then again on XX/XX/XXXX, I submitted an online complaint with PHH to locate the {$1900.00} they took out of my escrow account and was never paid. They have not responded and refuse to return the money they took out that was not paid out ( XXXX ). Where is this missing money? Instead, they sent notification that they will increase my payment to what will amount to over {$6000.00} over the next XXXX payments. I have uploaded XXXX items : XXXX ) The escrow record that shows the XX/XX/XXXX overdraft from my escrow acct 2 ) The tax bill from the county that shows the actual tax bill being {$910.00} 3 ) The email I received from the county verifying that they were only paid XXXX Please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29579
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-03
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: I paid for an appraisal to be completed on my house to see if I could have the PMI requirement from my mortgage reviewed. On XX/XX/XXXX, I received a letter indicating : The valuation ordered does not support the property value necessary to meet a 80 % Loan to Value ( LTV ). On XX/XX/XXXX, I reached out to XXXX with the following message : Hello, We received word that the PMI removal request was denied, but Id like to know the value for our house that was provided by the agent. Please advise. Thank you XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX On XX/XX/XXXX, I received a reply from the servicer : Dear XXXX, We have forwarded your concern to the appropriate department for further review. Please allow up to 10 business days for review to be completed. For your protection, we have removed any personally identifiable information from your original inquiry. If you have any further questions, please contact us through our website at www.mortgagequestions.com or call Customer Care at ( XXXX ) XXXX during the following hours : Monday to Friday : XXXX XXXX to XXXX XXXX ET Saturday : XXXX XXXX to XXXXXXXX XXXX ET PHH Mortgage Services, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX After that, I did not receive any further reply, so I again emailed on XX/XX/XXXX with the following message : It has been far longer than 10 business days and we still have had no communication. We have paid a representative of your company to value our house- we are entitled to know this value and it should not take 30 days to receive a response. Please escalate and provide an immediate response XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX have not received any reply to this date, and they have had nearly two months to provide a simple valuation of the house as it was appraised. I believe PHH Mortgage Services is withholding this information because it is to their benefit to do so, and perhaps the amount was truly enough to cancel the mortgage insurance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2024-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: I am having an issue with my mortgage servicing company properly applying the XXXX forbearance to my mortgage loan. My servicer is PHH. I received XXXX assistance in the state of Arizona which brought my loan account out of default and paid my account current through XXXX, next due date XX/XX/XXXX. Because I was still experiencing a financial hardship, I spoke with my lender ( PHH ) on XX/XX/XXXX requesting hardship assistance specifically requesting Covid forbearance. I was initially approved and received an approval letter and then later on in XX/XX/XXXX I received a denial letter. The reason for the denial was due to me receiving the HAF assistance. Even though I was still experiencing the same hardship going into the month of XX/XX/XXXX. To my understanding now in reviewing Fannie Mae guidelines, if a request for forbearance was made prior to XX/XX/XXXX, I would be eligible for forbearance in increments of 3 months, up to 12 months as needed for the hardship. I am now delinquent from XX/XX/XXXX through XX/XX/XXXX payment and PHH is now saying I am only eligible to receive a special forbearance effective XX/XX/XXXX through XX/XX/XXXX. I am currently due for the XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX payments. My request is to enroll me in the XXXX forbearance effective XX/XX/XXXX XXXX installment ( 3 months ). Since I am still experiencing the hardship, I need forbearance extended XX/XX/XXXX through XX/XX/XXXX payment. I will contact lender ( PHH ) towards the end of XX/XX/XXXX to request another XXXX extension if I am still unemployed at that time. In the event my concerns raised above are correct, please confirm my loan is eligible to receive the forbearance ( up to 12 months ), under the Fannie Mae guidelines and forbearance terms.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85298
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: Received Newrez Mortgage assistance offer, trial approval documents XX/XX/XXXXXXXX with the amount of the trial 3 payments. Trial payments were made on the due date but I received foreclosure letter from foreclosure lawyer saying my house would be foreclosed on XX/XX/XXXX. I'm a XXXX citizen I don't want to lose my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38111
Submitted Via: Web
Date Sent: 2024-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: Initiated a short sale with a private investor in XXXX of 2023. Sent PHH inquiry to get short sale approval. Did not receive correspondence for documents for short sale to be reviewed by PHH till late XX/XX/2023. Was informed on XXXX XXXX by PHH Mortgage on all that was needed by Relationship representative. All documents were submitted on the XXXX. I was also informed that a foreclosure auction date was set for the property on XX/XX/XXXX of this year. I was never served nor sent by certified mail a Notice of Default and Notice to accelerate by PHH Mortgage before the filed for foreclose sale with the County Courthouse. PHH has been unprofessional, incompetent, and hostile during the whole process of the mortgage service for XXXX XXXX which holds my note. I accuse PHH Mortgage of fraudulent and deceptive servicing practices and fraudulent foreclosure procedures that are against Texas law.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: After XXXX, I applied for a loan modification. I was approved. I made the first payment, then was told by PHH Mortgage there was no loan modification in place. Since the initial loan modification, I have repeatedly completed the paperwork. Every time, there is something more PHH needed, which I have provided. Now they are simply saying this is not an option and foreclosure is my only option.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63304
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Negative impact of inaccurate appraisal
Consumer Complaint: Since XXXX of XXXX, I have been attempting to remove PMI from my mortgage. I feel like PHH has intentionally made the process as burdensome and time-intensive as possible to force customers to give up, and/or to force as many interactions as possible to create opportunities for pushing refinancing. On XX/XX/XXXX, I went to the PHH mortal to find out how to apply for PMI removal, which should be a very simple process. For no justifiable reason I can discern, PHH does not allow this to be done online. The website directs customers to call into their office and navigate a labyrinthian phone system. When I was finally able to speak with someone, they told me that they could not complete the process over the phone- it all must be done by mail. On or around XX/XX/XXXX, I finally received a letter from PHH directing me to physically mail them a check to start the appraisal process. Again, this seems absurd, and I can think of no legitimate reason why they could not or would not accept a credit card payment. Upon receiving the letter, I had XXXX questions which I think were clear and relatively simple. namely : XXXX. The letter I received from you states that if the appraisal shows that my XXXX is still above 80 %, I may ( bolded in original message to emphasize ) be able to complete a principal curtailment to the required XXXX amount. What determines whether I am able to complete a curtailment? XXXX. Is it possible to submit and pay for the Appraisal Request Form digitally? XXXX. How long is the appraisal good for? I received an automated response telling me I would receive an answer within 10 days. I did not, and sent additional follow-up emails. I received a response on XX/XX/XXXX. The response did not answer my questions. I exchanged a series of emails with PHH in XXXX. I am not convinced that an actual human ever read my emails, since the answers did not address my questions. I tried to explain multiple times, yet I could not make the person/robot I was speaking to understand my questions. I became so frustrated with the process that I gave. Furthermore, more than 30 days had passed since I received the first PMI-related correspondence by mail, which PHH tells me means I must call in and start everything over from scratch. On XX/XX/XXXX, I started the process again. I called in and was told I would receive a letter by mail in the next 10 days. I did not receive this until XXXX. When I received it, I mailed in my check and PMI request form. In XXXX, someone called me to schedule a time to come to my home to take photos for the appraisal. In mid XXXX, I received a letter telling me that my home did not appraise high enough to remove PMI. And that is all it said. It didn't say how much my home appraised for, or the difference between my appraisal value and the value needed to complete PMI. I did not receive an appraisal report either. I was frankly flabbergasted that any and all useful information was absent from the letter I received. I called PHH to complain about this. I requested the appraisal report, and I told the representative that I felt the appraisal was inaccurate and wanted to contest it. I received a written response on XX/XX/XXXX saying they had researched the appraisal and believed no error occurred. I think this is a lie. For one, at this point I had not told anyone at PHH why I felt the appraisal was inaccurate, so I am unsure how they could have possibly researched and refuted my concerns. Secondly, the written response showed the appraisal, and even a brief overview of the appraisal should have made it apparent something was very wrong. The written response told me I could mail XXXX with proof if I felt the appraisal was inaccurate. I did so on XX/XX/XXXX. I explained why I felt the appraisal was wrong. Text from the email is below : " I am very disturbed by this appraisal report, which indicates a great lack of care. The letter says, " Based on our research, no error occurred ''. While the report states that this issue was researched, given that the appraisal report gets basic facts about the home wrong, it's clear that no research was actually done. The report also seems to be missing pages, and is blurry and difficult to read. The first and most glaring error is that the report doesn't accurately reflect the number of bedrooms and rooms in my home. The report lists XXXX bedrooms, whereas my home has XXXX. While one bedroom is in a basement, it meets all of the requirements to be counted as a bedroom per Virginia XXXX XXXX. The report also claims there are 5 rooms in the house. I am not sure what is counted as " a room '' for the purposes of this appraisal, but I don't see how 5 could be an option. There are 3 bedrooms, 1.5 baths, a living room, a kitchen with dining area, and a rumpus room. Plus a sizable laundry/storage room. The appraisal lists all of the homes as condition XXXX. My home was completely remodeled in XXXX, which included brand new : floors and carpet throughout the entire home, roof, all doors in the home, paint on all walls and ceilings, all major appliances, light fixtures/fans throughout, sinks//vanities/toilets in the bathrooms and a new tub in the full bath. For these reasons, my property is clearly XXXX. It seems the appraiser couldn't be bothered to consider the conditions of my home relative to the comps and just wrote XXXX for all. Please view the attached images of my home vs those of the comp on XXXX XXXX. It is absurd to claim these homes are in the same condition. This appraisal also neglects to mention that my home sits on 2 lots, both of which are part of my mortgage. So the lot SQ ft should be double what is listed. I have multiple issues with the comps used, which I can submit in a detailed report if necessary, although I hope the glaring issues I have already mentioned will be sufficient to show that the current appraisal is inappropriate. For now, I will give just one example : The closest home I have found to mine when viewing sold homes in my area is at XXXXXXXX XXXX XXXX XXXX. This home is right around the corner from me and sold for {$290000.00} just in XXXX of XXXX. This home is all on one floor and it has a more private back yard, which are advantages. However, mine has nearly XXXX additional finished square feet and all fixtures, floors, cabinets, etc. are newer in my home. I find it hard to believe that my home is worth {$45000.00} dollars less than this one. " Although I can not post the pictures here, I strongly encourage you to look up XXXX XXXX XXXX, XXXX XXXX, VA and XXXX XXXX XXXX XXXX, XXXX XXXX, VA on XXXX. Per PHH 's appraisal, these homes are of equivalent condition. The home on XXXX XXXX is a dilapidated shack where the roof is literally caving in. Frankly, it looks like a crack den. While my home was completely remodeled with new everything in the summer of XXXX. Since XX/XX/XXXX, I have sent XXXX follow-up emails. I have yet to receive a response of any kind. Follow up emails are below : " Another more recent and more appropriate comp : XXXX XXXX XXXX This XXXX XXXX townhouse sold on XX/XX/XXXX for {$240000.00}, which is very close to the appraised value of my home. But it falls short in multiple areas and I think it's clear my home is worth significantly more : XXXX. XXXX less square footage. XXXX. No fenced in yard, and yard is much smaller and on a steep incline. XXXX. XXXX XXXX XXXX. XXXX. Furnishings, floors, ceilings, roof, etc. are significantly older and more dated, although still in decent condition. XXXX. Worse neighborhood. This actually adjoins my childhood home, and that neighborhood is known for being the worst and most dangerous in town. XXXX. Middle townhouse vs corner duplex for my home. " " imagine you are on break for XXXX. I got a letter today saying PHH feels there is no error and stating that you feel the issue has been resolved. I believe the letter was sent before you received my email. I just wanted to check in and make sure you are still researching this issue. I have also received a more legible copy of the appraisal report and wanted to let you know that my primary bedroom on the top level is labeled " basement '' and my bedroom basement is labeled " main bedroom ''. I have also yet to receive any justification or explanation for the appraisal price of my home. I have the report, which lists " similar '' homes, even though there are many sold homes in my area that are far more similar to mine and much more recent than what is listed here. And then I have a " value '' summary, shown below, that lists a few features of my home. Shouldn't an appraisal have more than this? Something explaining how the value of my home is determined based on the homes compared to? " Please note that the password for the attached appraisal is XXXX.
Company Response:
State: VA
Zip: 22630
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A