Date Received: 2020-08-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contact mortgage company PHH/XXXX XXXX XXXX on XX/XX/XXXX and was given instructions on how to get a payoff on my Shared Appreciation Mtg. On XX/XX/XXXX I sent all the documentation requested in the manner in which I was instructed. On XX/XX/XXXX I called customer service to confirm they received my paperwork. They confirmed that it was received and that my payoff would be faxed in 2-4 business day. On XX/XX/XXXX I called again since nothing was received and I was advised that it was scheduled to go out and that I would have it by XX/XX/XXXX at the latest. Needless to say it still has not been received. I called again this afternoon and spoke with an escalation manager who was to contact the Pay Off Dept. but could give me no further information. My closing, on the sale of this house is XX/XX/23, BUT the purchase of my new home is contingent upon showing the seller that I will have the necessary funds from my sale to purchase. They need to see the settlement statement in rough form showing the payoff etc. I am at the end of the period with less than 48 hours to go before I lose the house I wish to purchase. I do not understand why it takes 3 plus weeks to obtain a payoff on a mortgage. Please help.
Company Response:
State: FL
Zip: 33436
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am writing to complain about my mortgage company. In XXXX we became delinquent owner mortgage.I contacted PHH to find out what they could do to help me. They offered a trial modification loan.The first payment was made without problems ; the second payment was returned by the bank. I contacted PHH but they would not allow me to make another payment. I was told to reapply for trial modification loan but that was denied because only one modification is allowed in 12 months and 12 months payment have to be made on time. How can I make 12 months payment went PHH won't allow me to make even one payment the reason for our delinquency with medical bills. My XXXX card was hacked three times since XXXX. In XXXX my husband 's identity was stolen. It is taken weeks to change banking information, automatic payments etc. I called PHH to try to resolve the problem but was told repeatedly I would have to face foreclosure or I could short sale or deed in lieu. I wrote a letter to PHH requesting to appeal the letter for denial of loan modification. When I called PHH they said I should short sale, deed in lieu or allow foreclosure. This was the only answer they would give me. I spoke to the refinance department but they can not do a cash out refinance mortgage until I make 12 monthly 12 months one time payment which I can't do because they won't allow one.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid my mortgage online before the XXXX. I received an email that I was hit with a late fee during this COVID 19, and I was also locked out of paying online. I took a screenshot of the message ; PHH Mortgage Services has a ruthless practice of this that has been going on for YEARS! I am sick and tired of it..they also charge a fee if you pay online. my other mortgage company does not do this practice. I own 2 homes. Please have them stop this bad practice so ppl can continue to pay their mortgage.
Company Response:
State: CT
Zip: 06082
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Spoke with PHH Mortgage customer service today who is the servicer for our loan I was informed they were not processing my mortgage assistance request. I requested to speak with XXXX whom I spoke with yesterday, upon being persistent I was told that she did see information the mortgage assistance request was being reviewed by the Obuduman dept. and the foreclosure sale for my home XXXX was canceled. I immediately contacted the foreclosure attorney office to verify the foreclosure sale was canceled, I was informed by them that the foreclosure sale was not canceled with them, the foreclosure attorney, PHH is giving misleading information and I feel they are purposely trying to make me loose my home to foreclosure Also I was affected by covid-19
Company Response:
State: TN
Zip: 38017
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: we have to issues one they claim our balance is XXXX its XXXX they told all three credit reports we owe more yet look at our acct is confirms XXXX also we dont have a fixed rate it always goes up but never down i questioned if rates are at an alltime low why are we still at XXXX? i was hung up on why doesnt it ever go down???
Company Response:
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX we submitted a full short sale package. No one answers the phone at the servicer. On XX/XX/XXXX we finally got through someone who said the package was received on XX/XX/XXXX, however, the file wasn't assigned or reviewed. It is our understanding that when a package is confirmed RECEIVED the servicer has 5 days to respond to us to let us know what is missing. It has been almost a month XXXX Loss mitigation procedures. We are filing a complaint because the servicer received a loss mitigation application request on XX/XX/2020. They are currently in violation of 1024.41 ( b ) ( 2 ) ( i ) - Notify the borrower in writing within 5 days ( excluding legal public holidays, Saturdays, and Sundays ) after receiving the loss mitigation application that the servicer acknowledges receipt of the loss mitigation application and that the servicer has determined that the loss mitigation application is either complete or incomplete. If a loss mitigation application is incomplete, the notice shall state the additional documents and information the borrower must submit to make the loss mitigation application complete and the applicable date pursuant to paragraph ( b ) ( 2 ) ( ii ) of this section. The notice to the borrower shall include a statement that the borrower should consider contacting servicers of any other mortgage loans secured by the same property to discuss available loss mitigation options. As of todays date the servicer has not stated in writing whether the application is complete, incomplete or stated whether and or what additional documents are needed to complete the application.
Company Response:
State: MA
Zip: 018XX
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The mortgage company PHH has locked me out where I can not go on line to upload documents and they call me and when I say hello the hang up I informed them last month that I have been affected by the Covid 19 Pandemic and now they are attempting to accelerate my loan and they already sold one my other unit for {$15000.00} and they are trying to rip me off for {$89000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have PHH for our mortgage. We pay our property taxes in escrow with this company. XXXX XXXX in CA made a mistake with our property taxes last year. Our taxes were erroneously increased ~50 %. PHH raised our mortgage payments over $ XXXX/mth to take care of this " apparent '' tax shortfall. We have reached out to PHH. They acknowledge that we have overpaid our taxes. We have been waiting for more than 5 months to get our money back. Everytime you call you get lots of apologies but never a refund check.
Company Response:
State: CA
Zip: 92253
Submitted Via: Web
Date Sent: 2020-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good Morning, I made a payment on XX/XX/XXXX for the amount of {$1400.00} and then the next day the mortgage company ended up pulling out another amount the next day through their auto pay feature. I called them and let them know and they apologized and said they would get it fixed. I saw that the money was returned to my bank the next day. Following week or two I get a call saying I am late on my payment and explained to them I made the payment and they apologized and saw that the payment was made on XXXX and said they would fix that. I waited a little bit more and was wondering when my request was going to go through and they said that it takes time and they will reach out to me. I wait a 1 week into XXXX and saw that my credit report was hit with a late payment from PHH Mortgage. I asked them about it and they stated I had not made my payment. I explained that I have been working with them on getting this resolved, it took them over a month to let me know that the bank pulled back the check itself and that they actually returned the payment that actually was made. I have been asking them to remove the late payment off the account and they are refusing to do so. I also spoke to another associate who said that they will continue to deny my request no matter who is at fault to remove the inquiry. Thank you!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 54703
Submitted Via: Web
Date Sent: 2020-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I do not have all the documents in front of me but know that XXXX, HUD and XXXX XXXX absolutely XXXX my family when applying for a loan modification that ended up putting us into a worse situation than we were in. They constantly said our document package was incomplete and had I us submit 8 packages. The only reason we got somewhere was because we got HUD involved and paid XXXX XXXX, at XXXX XXXX, {$1500.00} to assist! Eventually, we got a modification that added {$30000.00} to the principal, while maintaining same interest rate, and had us start over with a new, 30yr fixed loan? Unfortunately, there was no CFPB when all this was happening so we were financially handcuffed by all these companies who were performing fraudulent transactions or misleading consumers who were going through traumatic period of life. I lost my wife, job and XXXX in the process. I was put into a XXXX hospital for two months and came out defeated. The initial contribution to this time of my life was job loss but then was all due to me fighting to save my home!! In order to save it for a year or two, we were forced into a worse situation. Moreover, I lost this home for good a few years later because I couldnt afford it on one income and my wife was released from any payments on this house. I had XXXX small children to care for and had joint custody. I really hope my past trauma will result in some type of financial relief provided by these huge, awful and deceptive companies/banks that get bailed out when they run into financial struggles! Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, NH XXXX XXXX
Company Response:
State: NH
Zip: 03062
Submitted Via: Web
Date Sent: 2020-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A