Date Received: 2020-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have paid, on-time and by means of EFT, to our mortgage company PHH for the last 5 years. Previously I had requested statements and to no avail was never given one. Just recently, while going through a refinance with another lender, I had gone online to see my statement and send to the new lender. It was not there. I called PHH on XX/XX/20 to voice my concern, again, regarding the lack of statement on my account. I am supposed to receive statements by mail and have never received them. PHH then told me that a statement has never generated on my account so they had to escalate to an Escalations Manager. His employee ID is XXXX. We spoke and he assured me a call back in 24 hours. That did not happen. I just returned his call today, XXXX after missing him. I dialed his stated extension of XXXX and it said that the extension was not known. I waited for a customer service representative. At which time the gentlemen was very rude, asking why I would want 5 years of statements. I ended the call. At the end of all of this, their resolve was to send me this past months statement. I find this severely unsettling that in FIVE years they can not generate or procure something TANGIBLE for my records. The CSR kept saying " your payment history is online ''. This is a direct violation of XXXX Periodic statements for residential mortgage loans. Section C explains : " ... The servicer must make the disclosures required by this section clearly and conspicuously in writing, or electronically if the consumer agrees, and in a form that the consumer may keep. '' This has never happened - not once in 5 years. The lack of customer care and the complete disregard for federal law was truly angering. I hope that my payments have been properly allocated in this time. I am not even able to see my account number! If it weren't for my home insurance, I would have never known what our loan number was. I can't wait to refinance and never work with them again. Please look into the matter and ensure that other consumers are not going through the same headache.
Company Response:
State: OH
Zip: 44130
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am an Elderly XXXX and XXXX XXXX Senior Citizen that suffers from a XXXX XXXX XXXX due to a XXXX XXXX and am XXXX in my right XXXX and suffer from XXXX XXXX XXXX in my XXXX XXXX. I am a Qualified XXXX Individual and in a Protected Class of Citizens under the Americans With XXXX XXXX ( XXXX ). I qualify for enhanced penalties and wish to prosecute PHH Mortgage Services to the fullest extent of both Federal and State Law regarding all violations that are applicable in this instant case. If there are other Agencies that can help me, please refer me to them. On XX/XX/XXXX I received a mortgage statement showing that my regular monthly payment is {$780.00} and my outstanding principal balance is {$57000.00} of which XXXX is going to principal. According to the amortization schedule printed on XXXX XXXX the loan would be paid off in XXXX of XXXX to where I will be XXXX XXXX XXXX. This schedule is fine with me and i can easily afford the payments as I have a monthly income of XXXX. On XX/XX/XXXX I was shocked that my regular monthly payment changed to XXXX without my permission, and I never signed any documents for this change as the last correspondence I received from them was on XX/XX/XXXX " MISSING ITEMS FROM THE REQUEST FOR MORTGAGE ASSISANCE ' The outstanding balance on the XX/XX/XXXX was now {$74000.00} This is XXXX higher and the statement now shows only XXXX going to Principle. I never agreed and would never agree to this as this is unsuitable for an elderly XXXX client with only 8 years left on the loan. I do owe them about 10 months in back payments XXXX XXXX to XX/XX/XXXX and have instructed XXXX Loan Officer # XXXX on XX/XX/XXXX at XXXX XXXX PST to put the arrears on the back end of the current mortgage so if I have ONE more year to pay that would be fine ; NOT 30 YEARS! I want Enhanced Criminal Charges filed against XXXX XXXX and any other ( DOE ) OFFICER and C.E.O. of PHH Mortgage Services that assisted with this Crime, as well as PHH Mortgage as this Mortgage Fraud, Violations Of The Truth In Lending Act, Predatory Lending, Violations of State Of Nevada Chapter 645B MORTGAGE COMPANIES AND MORTGAGE LOAN ORIGINATORS. I will send a copy of this Complaint to The Nevada Division of Mortgage Lending for Prosecution. I attempted to resolve the problem in Good Faith on XX/XX/XXXX at XXXX XXXX unsuccessfully with XXXX XXXX # XXXX and XXXX # XXXX without success. Please help me as this is an urgent matter regarding my home of 31 years and I am suffering XXXX XXXX XXXX and XXXX of which I am now under the care of a Licensed Board Certified XXXX and need to get it under control Respectfully Submitted, XXXX XXXX XXXX XXXX XXXX
Company Response:
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-05
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: My names is XXXX XXXX and I am a resident of the state of Georgia. My mortgage servicer PHH Mortgage Services and I have been having accounting and servicing issues with my mortgage loan. My payoff is wrong amongst other accounting issues. I sent a QWR to PHH Mortgage Services. PHH sent me a letter back stating that XXXX XXXX, XXXX. was the owner of my loan. In XXXX of XXXX I decided to call XXXX directly to discuss my payoff. When I called XXXX XXXX they stated that they did not have my names, address or social security number in their data base. XXXX also stated that they do not own my loan or property. I called again in XXXX of XXXX to make sure the information that was given unto me was proper and valid. In XXXX I was told the same information. XXXX does not own my loan/property ; nor does XXXX have record of my personal information within their systems. In XXXX a XXXX party debt collector ( XXXX XXXX. ) sent me a letter stating that his firm was attempting to foreclose on my home on behalf of PHH Mortgage Services and XXXX XXXX. The Supreme Court of Georgia ( You vs. XXXX XXXX XXXX ) ruled about 6 years ago that only a secured creditor has the authority to foreclose. XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX of Georgia ruling ) states that only the secured creditor has the authority to authorize/advertise a non-judicial foreclosure in Georgia. I have put PHH Mortgage Services and XXXX XXXX. on notice that XXXX does not own the loan. However, PHH Mortgage and XXXX XXXX. are still attempting to collect a debt on behalf of XXXX XXXX XXXX. These actions are illegal. This is theft. This is immoral and needs to be addressed and corrected.
Company Response:
State: GA
Zip: 30064
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 I made my payment via online bill pay with XXXX. My mortgage is with PHH Mortgage/XXXX. Although no changes were made and my payment has always arrive on time for XXXX payment was NOT received. For the last 3 weeks I have tirelessly been calling on a daily basis to find the lost payment. On XX/XX/XXXX, PHH mortgage informed me that they finally had located my payment. My payment went to XXXX XXXX. PHH told me it was up to me to get my money back from XXXX. XX/XX/XXXX I called XXXX to tell them my crazy story and they had me email my proof of payment. XX/XX/XXXX, I followed up with PHH Mortgage/XXXX and XXXX without much luck. No one will take responsibility to what happened to my payment of {$2800.00} On XX/XX/XXXX I made my XXXX payment and I believe that same has occur since it hasn't posted to my account. As I write this complaint there XXXX of money that no one wants to help resolve. Please help me get my money back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90638
Submitted Via: Web
Date Sent: 2020-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 I made my payment via online bill pay with XXXX. My mortgage is with PHH Mortgage/XXXX. Although no changes were made and my payment has always arrive on time for XXXX payment was NOT received. For the last 3 weeks I have tirelessly been calling on a daily basis to find the lost payment. On XX/XX/XXXX, PHH mortgage informed me that they finally had located my payment. My payment went to XXXX XXXX. PHH told me it was up to me to get my money back from XXXX. XX/XX/XXXX I called XXXX to tell them my crazy story and they had me email my proof of payment. XX/XX/XXXX, I followed up with PHH Mortgage/NewRez and Shellpoint without much luck. No one will take responsibility to what happened to my payment of {$2800.00} On XX/XX/XXXX I made my XXXX payment and I believe that same has occur since it hasn't posted to my account. As I write this complaint there XXXX of money that no one wants to help resolve. Please help me get my money back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90638
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH Mortgage issued a short sale approval letter XXXX, with an expiration date of XXXX. We submitted the final HUD for HUD approval to close and have not received final HUD approval. XXXX XXXX the real estate broker with XXXX XXXX called in and asked when can er expect to receive the HUD approval. PHH Mortgage said that the customer XXXX XXXX called in on XX/XX/XXXX and said that she doesn't want to do the short sale and that she wants to do a loan modification. XXXX XXXX called PHH Mortgage today XXXX and said she never called in to cancel the short sale. The title company met with the buyer and seller on XXXX to sign the final closing documents. The title company wired the funds to PHH and the {$3000.00} relocation assistance to the seller. The buyer now has possession of the home. XXXX XXXXortgage needs to issue final HUD for HUD approval so the title company can transfer the remaining funds and transfer the deed in the county.
Company Response:
State: OH
Zip: 44105
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my mortgage with PHH in XX/XX/XXXX, and the intention was not to have an Escrow on my loan. My closing documents clearly indicated there was no Escrow on my loan ; I paid the XX/XX/XXXX RE taxes from my own pocket, and my Homeowners policy was also paid for the entire year. My XXXX policy was coming up for renewal on XX/XX/XXXX and when trying to make payment to XXXX, I was told that PHH has already made my payment of {$980.00} on XX/XX/XXXX. How was this necessary, when my XXXX insurance hasn't even expired yet, it was not late or cancelled, plus there was no XXXX monies set aside on my loan?? This pushed my loan into Escrow without PHH notifying me or having my approval. Altering my loan without my knowledge sounded very much like a XXXX XXXX scam. After many phone calls and negotiations PHH agreed to remove the escrow from my account if I paid them back the {$980.00}, they paid to XXXX. I gave PHH a payment of {$980.00} over the phone on XX/XX/XXXX ; and the payment cleared my bank on XX/XX/XXXX. They reassured me the Escrow will be removed from my account. I made XXXX, XXXX & XXXX payments without any incident, giving me the peace of mind the issue was settled. On XX/XX/XXXX I was trying to make my XXXX mortgage payment only to discover that escrow was pushed back into my account again and my monthly payments are {$81.00} higher. I called and spoke to XXXX in Customer XXXX on XX/XX/XXXX, she reassured me it was an error and it will be fixed right away. Today is XX/XX/XXXX, however the problem has not been fixed and I am not able to make my XXXX payment, because it is asking for a higher amount. This level of incompetence is extremely frustrating. Their customer service hours have changed due to COVID, and I can't even reach a representative.
Company Response:
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2020-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX submitted complaint no XXXX on problems during payment process making it difficult to make payment due to portal issues and bad customer service. That was part of the total complaint. The second part was not resolved. That is the nature of this complaint. Escrow account increased as it relates to insurance from XXXX to XXXX per year. After review of insurance with XXXX agent, net increase on all insurance coverages and not all paid by escrow was {$1000.00}. A difference between XXXX and XXXX insurance of {$2600.00} while actual insurance is significantly less than that amount. Need cfpb to impose sanctions or something to make this lender stop these practices since it appears that they have no respect for customers and oversight agencies.
Company Response:
State: CA
Zip: 919XX
Submitted Via: Web
Date Sent: 2020-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ocwen/PHH. The whole company should be shut down by the US Government!!!!! Everything in current pending law suite we have experienced!!
Company Response:
State: IN
Zip: 46226
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage matured on XX/XX/XXXX. I did not realize the loan had matured as I kept paying for the loan through XXXX, XXXX. In XXXX I realized what had happened and have working with PHH since then to get a loan modification to keep the loan moving and keep my house. PHH has continually changed their requests for information, even though they originally marked my application complete. Now on the phone they say I need bank statements for two months and two months of pay stubs ( why both? ) and then send a letter saying either pay stubs or bank statements. They also say on the phone I need a hardship letter, but in their letter to me it says they want the application signed, which I did in XXXX. PHH keeps changing the requirements all to get me to go into foreclosure and then take my home. This is not just a problem with me, they are predatory in nature and incompetent as well. To date I have talked to XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and XXXX. Every person I have talked to over the last week, over eight hours of phone calls, has told me a different requirement.
Company Response:
State: VA
Zip: 22030
Submitted Via: Web
Date Sent: 2020-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A