Date Received: 2023-09-19
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: This is a follow up to the complaint I filed with you with claim number XXXX on XX/XX/XXXX. Today, XX/XX/XXXX I got notice that PHH finally applied the payment they automatically withdrew from my bank account on XX/XX/XXXX to my final payoff. However, even though I paid off the mortgage through an ACH on the due date of XX/XX/XXXX, in the 19 days it took for PHH to apply my payment to my final payoff of my mortgage, I accrued late fee interest of {$55.00}, even though both escalation agents with whom I spoke on XX/XX/XXXX and XX/XX/XXXX assured me that they would not charge me any late fees because they actually had my money, and it was PHH that held it in an unsecured fund designation and did not apply it to my mortgage payment in a timely manner. The letter I received today via email indicated that {$55.00} has come out of the refund that PHH has designated as the refund they owe me and my husband after my XX/XX/XXXX payment was applied to the loan final pay-off. Today I spoke XXXX at XXXX, an escalation manager with ID # XXXX, and she informed me she needs to talk with the previous escalation manager to try to refund my late fee, that it was not a guarantee I would get that ridiculous late fee returned! XXXX said she would email me back an answer with 24-48 hours. In addition, I asked for the automatic withdrawals to be turned off on XXXX when I spoke with the first escalation agent, and on XX/XX/XXXX with the next escalation agent I spoke with. I also put this request in writing on XX/XX/XXXX, and received an email back stating they will put the request in for the stoppage of the automatic withdrawal in 3 days. As of right now, there are no indications that my automatic withdrawals will stop. I was not allowed to turn off the automatic withdrawals for the last 60 days, indicating my account was no longer eligible to do so. I am afraid another {$3400.00} with be automatically withdrawn on XX/XX/XXXX, as I have no confidence in this agency and their fraudulent approach to things.
Company Response:
State: IL
Zip: 60565
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: COMPLAINT REGARDING FINAL MODIFICATION TERMS XXXX / Sent XXXX XXXX XXXX To : XXXX Tue, XX/XX/XXXX at XXXXXXXX XXXX Dear XXXX XXXX ( Account manager ), I hope this letter finds you well. I am writing to express my deep concern and dissatisfaction regarding the final modification terms of the loan agreement I have with PHH Mortgage Services. After I had sought many avenues of information concerning my situation, I immediately knew there was something wrong with the final modification terms and conditions. The particular issue I would like to address pertains to the balloon note, which stipulates an amount almost as higher than the outstanding balance that is owed. Another issue is meeting the conditions of the final modification. It stated that mortgage assistance needed to be applied by a third party, in the amount of XXXX XXXX dollars by XX/XX/XXXX. Last, the amount of time that was given to meet the deadline and respond to this offer no later than XX/XX/2023, was unattainable. As a responsible borrower, I have diligently fulfilled my obligations throughout the loan period. I have had financial challenges and hardships along the way. I did what I needed to do to help save the house that I have lived in for over 24 years. I am still raising children with as many out of XXXX who have known this as the only house they had lived in. I understand the marketing and the predatorial practices that can consume your property right from underneath you. However, the conditions associated with the final modification specifically the disproportionate increase in the balloon note amount appear to be unreasonable and unfairly biased against me. I believe that these terms do not align with the principle of fairness and mutual benefit that should underpin a borrower-lender relationship. I applied for mortgage assistance in XX/XX/2023 with the Maryland Homeowner Assistance Fund. I was approved and a check was made out to PHH Mortgage in the amount of XXXX XXXX Dollars only to be sent back to MHAF. I find this absolutely absurd, that in the final modification it states that I would need to apply for mortgage assistance and if XXXX XXXX dollars is not received by XX/XX/XXXX, the mortgage assistant option may be declined. It took months to complete the application process for MHAF and now it should be completed again in a week 's time. I fulfilled the trial period plan for the months of XXXX, XXXX, and XXXX. A final modification was received on XXXX XXXX. I had to respond to this offer no later than XX/XX/XXXX. Modification 's purpose is to support borrowers in difficult situations in the hope of making it work better. I kindly request a thorough review and reconsideration of the final modification terms in light of the following points : XXXX. Justification of Balloon Note Amount : I request a detailed breakdown and explanation of how the revised balloon note.has been determined. Understanding the rationale behind this increase will help me evaluate the fairness of the proposition. 2. Comparison with Market Standards : I encourage you to provide information regarding current market practices and standards for loans of similar nature. This will enable me to assess whether the revised terms align with prevailing industry norms. 3. Financial Hardships : Please take into consideration my financial circumstances and the potential hardship that the revised terms may impose. 4. Good Faith Negotiation : I am open to engaging in constructive dialogue to find a mutually acceptable solution. I believe that by working together we can reach an agreement that reflects our shared interests and ensures a sustainable resolution. I kindly request a prompt response to this letter, preferably within 14 days to initiate the resolution process. Should I fail to receive a satisfactory response or acknowledgment of my concerns, I may have no choice but to explore alternative avenues to protect my rights as a borrower. I trust in your commitment to fairness and customer satisfaction and hope for an amicable resolution to this matter. I look forward to your prompt attention and a mutually beneficial resolution. Thank you for your understanding and cooperation. Sincerely, XXXX XXXX
Company Response:
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I assumed a mortgage from PHH mortgage in XXXX and purchased new insurance for the home which automatically renews on an annual basis. On XXXX PHH sent a letter stating they believe the insurance policy was cancelled and they will purchase a new policy for me that " XXXX be significantly more expensive than the insurance you can buy yourself. XXXX not provide as much coverage as an insurance policy you buy yourself. '' They also state there will be an additional fee for the time they do not believe the property was insured. I submitted the policy to them again 11 days ago, and still have not received an acknowledgement. The policy never lapsed and the property was never without coverage. This is clearly a fraudulent attempt to secure additional payments while not providing anything of value. All paperwork submitted to PHH clearly shows the insurance policy in force and never lapsing.
Company Response:
State: AK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-17
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: XXXX XXXX XXXX WE ARE IMMENSLY OUTRAGED AT THE SHEAR INCOMPTENCE OF PHH MORTGAGE AGAIN!!!!!!! THIS IS WHY WE DONT BELIEVE WE ARE IN ARREARS IN OUR PAYMENT. THEY DO NOT AND CAN NOT GET PAYMENTS CORRECTLY/PROPERLY PROSCESSED. FIRST : WITH OUR XX/XX/2023 MORTGAGE ( SEE ATTACHED DOCUMENTS WITH HIGHLIGHTS ) THE STATEMENT INCLUDES A LINE FOR OUTSTANDING UNPAID LATE CHARGES ETC. OF {$7.00} ; THERE IS ALSO A LINE FOR ASSESSED EXPENSES OF {$940.00} AS WELL AS THE REGULAR MONTHLY PAYMENT {$4200.00}. I ENCLOSED A XXXX CHASIER CHECK IN THE AMOUNT OF {$5200.00} TO COVER ALL OF THOSE FEES WHICH NEVER SHOULD HAVE BEEN ASSESSED IN THE FIRST PLACE. I ALSO ENCLOSED A NOTE INDICATING THE BREAKDOWN OF THE CHASIERS CHECK. DO YOU THINK ANY PERSON WHO PROCESSES THE CHECKS CAN READ! OF COURSE, NOT THEY DEDUCTED THE MONTHLY PAYMENT AND THEN PUT THE REST IN THE SUSPENSE ACCOUNT AND NOW ON THE XXXX STATEMENT THOSE FEES I PAID LAST MONTH SHOW UP AGAIN!!!! SECOND : I HAD A CPA REVIEW ALL THE STATEMENTS PHH MORTGAGE SENT ME AS WELL AS ALL OF MY DOUCMENTS AND HE COULD NOT LOCATE ANY MISSING PAYMENTS. I AM GOING TO CONTACT A FORENSIC ACCOUNTANT TO ESTABLISH WHETHER WE OWE ANY MISSING PAYMNETS. THIRD : WE ARE IN RECEIPT OF THE FORBEARANCE PLAN FROM THE COMPANY. ITS VERY APPARENT WHOEVER PUT THIS PLAN TOGETHER DID NOT TAKE INTO ACCOUNT THE {$2600.00} CURRENTLY BEING HELD IN THE SUSPENSE ACCOUNT. I WILL TELL YOU WHAT WE ARE GOING TO DO WE ARE GOING TO CREATE OUR OWN FORBEARANCE PLAN AND WILL INCLUDE FUNDS THAT GO DIRECTLY INTO THE SUSPENSE ACCOUNT AND AS IT REACHES THE MONTHLY PAYMENT AMOUNT IT WILL BE CREDITED TO OUR ACCOUNT AND WILL COVER THE PAST PAYMENTS OWED. DO YOU THINK YOU COULD HAVE GONE OUT OF YOUR WAY AND TAKEN THE FORBEARANCE PLAN OUT TO 9 MONTHS! YOU OBVISIOULY DID NOT ACCOUNT FOR MY LOSS OF INCOME OR INCREASED EXPENSES DUE TO INFLATION!
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-17
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: I purchased my condo a few years ago and since then its been sold 4-5 times. Each time, it's relatively smooth and issue free process. Mostly I just need to provide the new mortgage holder with a copy of the flood insurance certificate from my HOA as that does not transfer. My mortgage was sold again in XXXX of XXXX to PHH mortgage, and this new mortgage company is the worst I've ever dealt with. First, they declared that my flood insurance was inadequate. None of the other 4-5 mortgage companies found my flood insurance to be inadequate. I contacted PHH in a timely manner and provide the flood insurance certificate multiple times, along with a cover letter in which I did the math and showed them that the coverage was sufficient. Their overseas agents did not know how to read the flood certificate and were only including the primary coverage while there is also an excess policy. Despite all this, they still purchased flood insurance using my escrow funds. I filed a complaint with the XXXX and only after that did they cancel the policy and refund the amount. Fast forward late XXXX / early XX/XX/2023. I get a notice that my monthly payment increased 500 %. Yes, you read that right. They increased my monthly payment from around {$1000.00} to {$5100.00}. A mistake like this is unacceptable from such a large business, and I called PHH in a timely manner to let them know this needs to be fixed. While they fixed the payment amount, PHH is now charging me PMI in the amount of {$55.00} per month. After calling back, the representative stated that I need to pay PHH {$190.00} to request an appraisal to remove the PMI. This is ridiculous for multiple reasons. First, I have not paid PMI in years. One of my prior lenders removed PMI from my monthly payment as they found my loan to value to be below 78 %. Second, based on the two most recent sales comps from my condo complex ( all units are the same square footage ), my loan to value is 49 %, give or take. Third, I have an email from PHH dated XX/XX/2023 in which theyre trying to sell me a cash out refi. In this email, they stated their estimate of the fair market value of my unit ( and the fine print indicates this estimate is indeed their own internal calculation ). Using this fair market value number gives me a loan to value of 57 %, still well below the 78 % threshold for PMI. Why are they starting to charge me PMI if their own internal calculation indicates Im well below the loan to value threshold? PHH needs to remove the PMI from my monthly payment, and refund any PMI that Ive already paid. As an aside, I believe PHH is trying to nickel and dime their customers due to mortgage sales being down and this behavior is shameful. They have already been sued by multiple state attorney generals and need to be more diligent and above board.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30305
Submitted Via: Web
Date Sent: 2023-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: To whom it may concern, i previously filed a complaint they keep saying its not for them and they reject them. I do have an account t with them they have even acknowledge received and claim that they will give me an answer by XX/XX/XXXX a day after my foreclosure auction. Unbelievable all they want is to keep my house. I will attached copy to this complaint
Company Response:
State: CA
Zip: 90015
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Trying to communicate with the company to fix an issue with the application process
Consumer Complaint: I owned a property in XXXX Missouri that was destroyed by the XXXX tornado. It is now a vacant lot. I had a first and second mortgage with Option One Mortgage Corp. When I sent them the insurance check they only released the first lien and the second one is still showing on the title and I can't sell the property. This company has been out of business since XXXX and I can't find any other company that might have purchased the debt. however, I feel like I don't owe it and they just failed to release the second lien. I need to get this lien released and I can't figure out how. I have title companies and real estate agents and no one has been able to help me get this off. Can you lead me in the right direction?
Company Response:
State: KS
Zip: 667XX
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: Good Afternoon I purchased my home, ( primary ) only property I have in XX/XX/1996. The loan has been sold many times. The original amount of the loan was {$100000.00}, a pay off balance of {$98000.00} ( roughly ) and some change is showing that I still owe. I strongly believe this is incorrect. I have spoken to a couple of people, with the present company which is PH Mortgage Co and can't seem to get anywhere. The customer service is outsourced to foreign companies and very difficult to understand when speaking on phone. I am XXXX XXXX XXXX XXXX and would like to resolve this in near future.
Company Response:
State: FL
Zip: 33015
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Trying to communicate with the company to fix an issue with the application process
Consumer Complaint: Wells Fargo never opened an investigation on my mortgage fraud claim. The documents were sent certified mail on XX/XX/XXXX outlining the arrest and indictment of the XXXX XXXX XXXX employees who processed my original loan.Wells Fargo received the information and never took any action getting my side of the story. In those documents : XXXX XXXX XXXX XXXX XXXX XXXX XXXX case no. XXXX XXXXXXXX. XXXX ) A letter outlining what had already taken place in my foreclosure case. XXXX ) Forensic Loan Audit Documents. My Foreclosure started XX/XX/XXXX XXXX XXXX XXXX, XXXX. It continued until XX/XX/XXXX. Wells Fargo is guilty of creating insurmountable embarrassment for me and my family. Driving by and taking pictures of the house over XXXX times, my neighbors noticed over the years and they started gossiping about us. Our credit and reputation have been ruined because of this for the past 15 years. It led to our divorce and the decline of our physical and mental state of mind. Someone contacted our police department and my house was subsequently put under investigation for criminal activities I felt as if I was being watched by everyone. I can prove my family and I were victims of a Criminal Enterprise that started at XXXX XXXX and ended with Wells Fargo. Wells Fargo knowingly continues covering up this case to avoid a lawsuit. I'm looking for an Attorney to take my case to court if needed. XXXX XXXX XXXX XXXX.
Company Response:
State: IL
Zip: 60090
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I have my Mortgage with PHH Mortgage, I escrow my insurance and taxes. I noticed in XXXX that they took out more for my taxes than the amount owed on the bill. I checked online with the county assessors office and my bill had not been paid. I have called PHH several times since XXXX and they refuse to let me speak to anyone in the escrow department. I called the county assessor again and they told me no payment has been made on my taxes. They finally made a payment of the correct amount of the first installment but not the second installment and there is now an interest charge added of {$190.00} and my escrow account is still missing the original payment of over $ XXXX have been given the runaround when I keep asking where my money is. When I ask to speak to someone in the United States they tell me know one is available and put me on hold and then disconnect me.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A