Date Received: 2020-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was in a forbearance plan, with PHH MORTGAGE due to XXXX. I paid my past due in full, by the agreed upon date. I called in to the customer service to let them know, I was ready to come off the plan, and make the payment. They asked for my permission to make the withdrawal, and I agreed. Less than a week later, they made another withdrawal, without my consent! I called back to speak an account manager, and he stated, he was not sure how it happen. I also said it would take a few days for me to get me money refunded back to me.
Company Response:
State: PA
Zip: 19026
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX my wife and I closed on a refinance mortgage on my primary residence. After returning home we noticed that the paperwork we signed had two different set of terms, two different amounts borrowed and two different interest rates. I contacted the closing agent and pointed out the discrepancies. The closing agent stated I would have to contact the original lender XXXX XXXX XXXX XXXX. On XX/XX/XXXX I sent a letter along with the 3 day right to cancel form canceling the XX/XX/XXXX refinance transaction on my primary residence. The Original lender XXXX XXXX XXXX did not respond to my rescission letter or 3 day right to cancel form canceling the transaction or numerous phone calls until XX/XX/XXXX. The Original Lender XXXX XXXX XXXX XXXX wanted to refinance my refinanced mortgage instead of rescinding the refinance transaction, starting all over, that would have cut off my rescission rights, to recoup the monies I paid, to protect my credit rating, and interest paid. I stopped paying the canceled refinance loan in XX/XX/XXXX. On XX/XX/XXXX U.S. Bank as Trustee filed a wrongful foreclosure suit against my refinanced primary residence on the canceled refinance transaction. On XX/XX/XXXX a final hearing for foreclosure was held. Even though the court found I closed on the refinance on XX/XX/XXXX, the paperwork we signed was not to what we agreed to and we sent XXXX XXXX XXXX XXXX a right to cancel letter and 3 day right to cancel notice on XX/XX/XXXX within the 3 days, an absolute unconditional right to cancel the transaction, The court misplaced the law and wrongfully interpreted the right of rescission, that a suit must be filed within 3 years after the date of the transaction. The interpretation was wrong and 10 years later clarified by the U.S. Supreme Court in XXXX V. XXXX XXXX XXXX XXXX. Since the Supreme Court unanimous decision in the XXXX RESCISSION CASE, I have contacted XXXX XXXX XXXX. as Trustee numerous times and all correspondence has gone unanswered. They have no active attorney of record from the prior foreclosure action and the courts are of no help. XXXX XXXX wrongful foreclosure is at best an unsecured debt. The home value was appraised for over XXXX of equity at the time of the final judgment of foreclosure. The bank sold the home for XXXX cents on the dollar and doubled there money from the refinance loan that profited them from the wrongful foreclosure and sale. I had lived there for 20 years and my life savings from hard work was stolen from me. I assistance in recovering the monies that were wrongfully stolen from me.
Company Response:
State: FL
Zip: 33764
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH mortgage assumed servicing of my mortgage in XX/XX/XXXX. Servicing included mortgage payment as well as home insurance and property taxes, payments for which were held in escrow. PHH failed to pay our home insurance before it expired on XX/XX/XXXX. According to them they attempted to contact our home insurance company in XXXX, which is after the policy was set to expire. Our home insurance policy lapsed when PHH failed to pay the company. By the time we realized that PHH had not paid to renew our home insurance we had to pay an extra {$80.00} of increased premium to get a new policy on our home. On XX/XX/XXXX PHH sends us a letter saying we had lapsed coverage and is informing us we will be charge {$170.00} for the lapsed coverage. Attempts to contact in PHH to dispute the charge resulted being transferred to one call center supervisor after another despite asking to speak to a supervisor at PHH. After an hour spoke to someone who said she was in the insurance department ( Her supervisor also could not be reached ). Of the 10 people I spoke to, none at PHH seems to be aware that PHH has to pay escrow obligations timely. PHH has cost us {$80.00} in increased policy premiums now wants us to pay {$170.00} for their negligence. There is no way to contact anyone in this company when they threatened to confiscate money from your escrow account. They should not be licensed to handle people 's money.
Company Response:
State: CA
Zip: 90249
Submitted Via: Web
Date Sent: 2020-08-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I'm currently in a bankruptcy it has now been two years. my mortgage was with XXXX XXXX. At the end of XX/XX/2019 they switch me over to PHH mortgage, so I started paying PHH mortgage starting XX/XX/XXXX. Well in XXXX they return my money to me for the month of XXXX. I called and spoke to them and they told me I have to pay them from XX/XX/2019, I told them no that I had XXXX XXXX AND I HAD ALL MY BANK STATEMENT TO SHOW FOR IT for the whole year of 2019. But they will not talk to me nor will they take my money. They keep saying they want there XXXX from last year. That's not right and its not fair. At this point I don't know what to do. I do not know what's going on with my house as of know, all I know is that I will fight for my home. I want to keep my house. All I know is that they will not take any money from me and I'm getting nerves I have my XX/XX/XXXX that lives with me and my XX/XX/XXXX who is going to college. I need advice I hope you can help me. The payoff letter that I have included is not right they have added on more money then what it is supposed to be. If we can not get this straighten out we will go to court. The payoff is only around XXXX not sure where they are getting there figure from. I just would like all this done and over with. XXXX XXXX
Company Response:
State: FL
Zip: 34953
Submitted Via: Web
Date Sent: 2020-08-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-10
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I have made numerous complaints to CFFB over the last years which have fallen on deaf ears. I STILL don't know what to do or write to convince you to do SOMETHING to help not only me but others who may be affected by this " mortgage company ''. My complaint started with Ocwen Mortgage service, now it has been sold, given to PHH " mortgage service ''. They are still trying to foreclose on my condo. At last on XXXX of this year this went to court and a judge who had other things to do was tired of dealing with this so nothing actually happened but she through the case out without having jury. Ocwen had added numerous fake charges to my mortgage, which initially had a balance of approx. {$43000.00}. Now I have been loaded with additional fees totaling over {$130000.00}. While this was going on in court it was settled for {$90000.00}. I have my condo for sale at {$150000.00}. Now, PHH has taken over and claim I owe over {$130000.00}. If I sell my condo at the asking price I will only have approx. {$20000.00} left over. I will need at least 30 % for a down payment in order to get another loan. Ocwen/PHH has utterly ruined my credit. Please refer to my other complaints to bring yourself up to date. I NEED HELP yesterday, last year, the year before - you get the idea. I was about XXXX years old when this started. I am now XXXXyrs. old. I don't want to live like this for the rest of my life. PLEASE HELP. I believe they are extorting money from me in order to foreclose on me.
Company Response:
State: MO
Zip: 63011
Submitted Via: Web
Date Sent: 2020-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I purchased my 4-plex apartment building in XXXX, with a mortgage from XXXX XXXX XXXX XXXX XXXX. Less than a year later, the country experienced the XXXX " crash ''. Since then, the mortgage has been handed off and sold to many other companies, including XXXX, and XXXX. Though I unsuccessfully requested a Loan Modification from XXXX years ago, it has never been refinanced, and my original interest rate of 8.375 % ( an ARM ) still remains. On XX/XX/XXXX, I received an invitation to lock in a lower payment by my current company, PHH Mortgage. Invitation attached. When I didnt respond, I was sent a second invitation two months later, on XX/XX/XXXX. At the end of XXXX, I found it necessary to streamline my monthly expenses because the main source of income, a community center, had disappeared due to the venue being closed by our governor, due to COVID-19. Ms . XXXX XXXX XXXX processed my refinance application by phone, and I was offered a {$60.00} per month loan payment reduction with a 4.750 % interest rate, which would cost me {$9000.00} in fees and closing costs. I was surprised, as this offer was extended by my current company. Attached is a copy of the Acknowledgment of Receipt of Loan Estimate, and three ( 3 ) pages of the Loan Estimate and Closing Costs. In order to streamline application time and causing a Hard Hit on my credit reports, I had requested, up front, the banks fees and closing costs, which she said she didnt know. However, they were supplied to me an hour later, at the end of the phone call. Ive been told by another company that the current 8.375 % interest rate is not appropriate or legal during this COVID-19 pandemic time. Im therefore requesting an investigation into PHHs practices.
Company Response:
State: AZ
Zip: 85718
Submitted Via: Web
Date Sent: 2020-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have submitted payment to payoff my mortgage. I understand I submitted incorrectly however its been 2 weeks since i called to fix the issue and it is still not resolved. The money sent was placed in a inactive account instead of being applied to my account.
Company Response:
State: NJ
Zip: 08109
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Due to the fact I file for bankruptcy. Even though the bankruptcy was discharged 7 years ago. By the way, the mortgage was not part of the bankruptcy. They want the bankruptcy removed. Therefore, due to the fact I am on time with my mortgage. I want you to report my mortgage to the credit bureau
Company Response:
State: VA
Zip: 22152
Submitted Via: Web
Date Sent: 2020-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: PHH mortgage services is a nightmare to deal with. I contacted PHH back in XXXX, regarding my loan. I was told at the time, and they have a recording of this, that my loan was ending, and the loan would roll into a 18 % interest rate and keep on going. I said fine. I was sent a letter on XX/XX/XXXX, it stated that I would have to pay off the loan in total. I asked XXXX ( called PHH mortgage ), XXXX, and he said that not to worry, no more late notices would come to me and that they would not report anything bad on my credit. This phone call was recorded. On XX/XX/XXXX, I started the refinance process with PHH mortgage and they were going to refinance the loan. I have my credit monitored and I noticed in XXXX, that PHH stated that my loan was 30 days late. I spoke with XXXX XXXX and he told me basically tough luck and that it was my fault, and he was going to do nothing and then hung up on me. I asked for his supervisor to call me and NEVER heard anything. On XX/XX/XXXX, I sent a payment for {$150.00}, they returned the payment to me. On XX/XX/XXXX, they said that I owed XXXX, which are the payments for XXXX and XXXX. I called PHH again, and explained to the escalation desk that I tried to make a payment and PHH returned the money. They said they could not see anything on their system, and it was my problem. My attorney sent a letter on XX/XX/XXXX addressing everything listed above and heard nothing back from PHH mortgage. On XXXX XXXX, I received a letter from PHH mortgage stating that I owed XXXX, 3 months of payments of XXXX. I called the escalation desk and asked why are you sending me letters when I send payments in and they keep sending my payments back, they did not have an answer. PHH was moving along in the process in the refinance process and thought everything was ok. I then received a certified letter from PHH saying that they would foreclose on the loan by XX/XX/XXXX if I did not pay the total amount. I then called PHH XXXX XXXX and wanted to know what was going on. I told him everything that happened and that I am confused, and he said, if I did not pay off the loan that they would foreclose on me. I have attached a document from PHH showing it is a 30-year mortgage which directly contradicts what they are saying. ( document PHH Payoff1 ). I then asked for a payoff statement. It took 1 week, and 7 phone calls and I spoke with the following people : XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX. I have spent 12 hours and 13 minutes on the phone with PHH. I paid the mortgage off on XX/XX/XXXX. I asked XXXX XXXX to call me because I have had so much trouble with PHH, I want to make sure they received the funds. My bank XXXX XXXX confirmed that they did receive it. I never heard from XXXX. Since, I paid off the mortgage off I have received 2 phone calls from PHH demanding payment from me. I got extremely frustrated with them ( the 2 people, XXXX XXXX XXXX, and XXXX XXXX are the ones who called me ). I escalated this to their managers, and asked why I was being hassled by their people when I paid off the loan. They told me that they would continue to call till it was posted. I told them to take me off their list and they refused. I want them to clear my credit, I was told in error, that my loan would roll over and that nothing would be reported to the credit bureau while I was refinancing the loan. There is also a document that shows the loan is 30 years, which contradicts their statement that is it only 15 years. I have been hung up on, they violated the debt collections act by calling me when I dont owe them anything, and they have refused to stop calling me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76226
Submitted Via: Web
Date Sent: 2020-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Honestly, many things went wrong in my house buying process, but here 's the latest. I just recently found out my home loan is no longer a FHA loan but a conventional loan instead. All of my loan papers say FHA everywhere, I never refinanced. I did get a loan modification, but my FHA status never changed. According to my loan papers {$850.00} was an upfront fee. I called FHA to find what happened, they told me my FHA case was closed. No reason was given, at that point I called phh mortgage company, I was recently transferred. The company did a small investigation, about a week long, somehow, could not explain what happened. They did explain how investors buy mortgages and my loan became a conventional loan. I said can not happened except I sign off on it, He claimed I did, I said show me the papers with my signature and he later admitted he could not find the papers. I want that XXXX back, and I would like my FHA coverage again.
Company Response:
State: MD
Zip: 21213
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A