Date Received: 2020-06-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Greetings CFPB, hoping your office can assist in getting resolution of getting my owed escrow balance and lien release for my mortgage from PHH Mortgage. I have paid my mortgage off back on XX/XX/XXXX with PHH via cashiers check. I was expecting that once my mortgage was paid in full that PHH Mortgage would promptly send me a check for my escrow balance of {$2100.00} and the lien release for my mortgage in a timely manner. Expecting that there could be some wait times to the process I went ahead and paid my county property taxes that were due on XX/XX/XXXX via personal check dated XX/XX/XXXX. On XX/XX/XXXX I received a partial escrow payment of {$340.00} from PHH Mortgage Services dated XX/XX/XXXX. I immediately reached out to PHH Mortgage Services to inquire on my remaining balance of {$1800.00} and was advised that this was the correct amount as they had paid my property taxes on XX/XX/XXXX. I was very surprised to learn that PHH Mortgage Services was sending my money out after the Mortgage was satisfied. I had already paid my XXXX XXXX property tax bill directly to the county. This payment was made prior to PHH Mortgage dispersing from the escrow account on XX/XX/XXXX via electronic wire transfer thru XXXX to XXXX XXXX. I was advised that I would have to provide proof of payment and send it to XXXX to get a refund from PHH Mortgage. I contacted the XXXX XXXX property tax department on XX/XX/XXXX and spoke with a XXXX XXXX. She advised that my personal payment was received on XX/XX/XXXX and credited to my account. On XX/XX/XXXX XXXX XXXX received a wire transfer from XXXX on behalf of PHH Mortgage Services in the amount of {$1800.00} She indicated that they had already returned the money to XXXX XXXX on XX/XX/XXXX via check XXXX as part of a larger payment totaling {$170000.00}. She also provided me documentation of crediting of the payments which I promptly emailed back to PHH Mortgage on XX/XX/XXXX. On XX/XX/XXXX I received a response back via email from XXXX advising the following, We have received the tax payment receipt attached to your email on XX/XX/XXXX. Please be advised the due taxes were paid on XX/XX/XXXX and the loan was paid off on XX/XX/XXXX. We will get in touch with XXXX regarding the refund and once we receive the payment from XXXX it will be sent back to you. The date ( s ) given regarding payoff and dispersement by PHH Mortgage are not accurate. XXXX is the wire transfer service that PHH mortgage uses to transfer funds to property tax departments. I waited until XX/XX/XXXX to follow up on why my refund has not yet been received. I called PHH Home Mortgage and spoke with a XXXX but my call was then escalated to a XXXX, id XXXX as there was no history of a refund being in the works to me. She said she would follow up with their escrow department and get back to me. Advised I want the refund overnighted to me. On XX/XX/XXXX I received a VM from XXXX. I returned the call but got voice mail and was transferred to XXXX, ID XXXX. According to his notes there was still no record of a payment having been received from XXXX XXXX. I insisted that PHH Mortgage get on the phone with XXXX XXXX to track down the money that they sent out incorrectly to the XXXX XXXX tax department as my money seems to have disappeared and I am not getting assistance from PHH Mortgage in correcting their error. Advised XXXX I want the refund overnighted to me. On XX/XX/XXXX I had to call and speak with XXXX, ID XXXX as I had not received any further contact from PHH Mortgage. She indicated at that time that the money was just received on XX/XX/XXXX. The refund was being processed and she would return a call to me with a tracking number when payment was issued. On XX/XX/XXXX I still had not received any call back from XXXX, ID XXXX. I called her and she indicated that I would have to wait another 10 days before a payment could be issued but gave me no date of when payment would be sent. Advised that was not acceptable and asked to talk to her manager. She indicated that no managers are available and that she would have to take a message and get a manager to call me back and it may take XXXX hours for contact. I was advised by XXXX I could look at the mortgage portal to see the funds were received on XX/XX/XXXX. Advised no I cant, as once you pay your loan in full PHH Mortgage revokes your access to all payment history and activity. As of XX/XX/XXXX no call backs have been received from PHH Mortgage on the status of my owed escrow balance of {$1800.00} I reached back out to XXXX XXXX at the XXXX XXXX Property tax department to see if she could tell me when the refund payment was cashed by XXXX. She advised according to their records the payment was sent via check XXXX on XX/XX/XXXX and was part of a larger combined refund for {$170000.00} and was cashed by XXXX on XX/XX/XXXX. This is very disturbing to me to know that PHH Mortgage and/or their representatives have held my money since XX/XX/XXXX and will still not issue me a payment for my {$1800.00} escrow balance. I am now at the two-month mark of having my mortgage paid in full and still have yet to get my title release from PHH mortgage. My complaint against PHH Mortgage as is follows : XXXX. Dispersing escrow funds by PHH Mortgage should not be occurring after the loan is paid in full. Once final payment is received, they must stop dispersing money from the escrow account or stop anything they have in process. PHH Mortgage overstepped their authority by making payments out of the escrow account via wire transfer on XX/XX/XXXX. XXXX. PHH Mortgage must provide an immediate refund to me via overnight mail of the escrow balance of {$1800.00}. PHH Mortgage and/or their representatives have no legal right to delay refund any longer as they have been in possession of my funds since XX/XX/XXXX. XXXX. PHH Mortgage must process my lien release for my mortgage immediately and deliver me the release. XXXX. PHH Mortgage should not be allowed to revoke/hide your past payment history and activity on their online portal once you pay off your loan. This tactic does not allow a user such as myself to see what my escrow balance is or other payment activities on the account. Thank you for your assistance in this very frustrating matter.
Company Response:
State: MN
Zip: 55372
Submitted Via: Web
Date Sent: 2020-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi - I have a big problem with my mortgage servicer, PHH/XXXX XXXX. I indicated I wanted to be in the forbearance plan back in late XXXX, but after I did more research decided against it, and conveyed that message to the servicer, in writing! I have not missed any payments, and in fact have I have made my payments on time. I have, in writing, indicated I did not want to be in the forbearance plan. Today I got a letter saying I was approved for the forbearance plan, and my next payment would be due three months from today. Even the dollar amount on the banks statement / forbearance letter is off by a lot! And, there is no explanation of break down of these charges. Having been in the XXXX XXXX business for 15 years, and having lived through the financial crisis I am very concerned for not only myself, but others. Especially after receiving the piece of mail I received today. I have kept every bit of communication, all of it in writing. I am willing to go over it all with you and provide you with copies. I need your help! Thank you. XXXX XXXX
Company Response:
State: OR
Zip: 97030
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX Purchased PPH Mortgage and have developed a specific website that does not allow payments via the web so they can keep and earn the float and force people to pay by check via mail. https : //phhloansphereservicingdigital.bkiconnect.com/phhm/ # /payment https : XXXX The Link simply circles back to the log in page. I have tried the 4 top browsers and they have not written it in XXXX so it would / could work with any / all 4. They are driving people to be late on their mortgage payments through faulty IT infrastructure but encourage people to sign up and pay via the internet.
Company Response:
State: WA
Zip: 98036
Submitted Via: Web
Date Sent: 2020-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH mortgage company has no accountability, can not be reached by phone. I did finally reach them by phone, I made a payment over the phone, because the website is broken, and was content that a payment was made. I even received an email with a questionnaire following up on my over the phone payment. 2 weeks later, I log on to make another payment, only to see that my previous payment was never recognized. So now I have a mark on my credit score. I tried calling the customer service number, no-one picked up. I am furious. I have worked for years to build up and keep a good credit score. What agency allows a company like PHH to operate? All online reviews are at 1 star out of 5 for this company. Who protects the homeowner? The borrower? I want my credit score to be restored. I want my fees reversed. I want a reputable company to service my mortgage. I want the Federal Government to prevent shady companies from buying mortgages.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been disputing my mortgage payoff balance for several years. I have complained to my mortgage company, and they keep giving me standard non applicable responses. Despite the fact that my combined principle and interest payments exceeds the combined principle and interest of the original amortization schedule, they claim my home is not paid off. The basically extended my loan to make up for an arrearage, and had me pay off the arrearage separately. In addition, the Mortgage Company used a calculation to determine original arrearage, which was incorrect. They assumed it was interest only, which it was not. I produced a document from HUD that showed the original arrearage was made up of interest and principle. Once XXXX paid all of the arrearage in XXXX, the principle portion should have been reduced from the outstanding principle. In addition, the mortgage should have been reinstated, with the principle and interest payments being brought forward to match the original amortization schedule. That would have applied more of my monthly payments to principle, following XXXX paying off my arrearage. Both the incorrect arrearage calculation, and lack of adjusting principle and interest payment distribution, created a error of about {$8000.00}. In addition, I think a penalty should be applied toward my mortgage company to the tune of about an additional {$2000.00}. Not to mention an excess penalty being applied to me in XXXX, to the tune of about {$2000.00}. That produces a grand total of about {$12000.00}, which should be reduced from my reported outstanding mortgage balance. Ill be producing a spreadsheet, and will share it with PHH and CFPB.
Company Response:
State: CA
Zip: 93274
Submitted Via: Web
Date Sent: 2020-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage was transferred to Option One showing a refinance 30 yr. in the amount of {$100000.00}. We never agreed to this in XXXX. I have been in contact with XXXX XXXX XXXX Consumer Account Analyst at the Consumer Ombudsman office at PHH Mortgage. The last conversation I had with him was on XX/XX/XXXX and he stated they were still working on it and he would send me a letter when it is completed. The Pandemic hit and I knew they were closed. I waited until XX/XX/XXXX and called his office, there was a message that he was working from home, but I could not understand what he was saying to reach him. I did call the main phone number and spoke with a representative, she would not give me any email or phone number for him but said she would send an email to the office of Ombudsman. I waited on the line while she did this and I was assuming that she was referring to the office there at PHH Mortgage, she told me I should be hearing back within 10 days, this occurred on XX/XX/XXXX. I also mailed Mr.XXXX a letter on XX/XX/XXXX, thinking that he may check in for any mail. So at this point I am at a standstill.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27406
Submitted Via: Web
Date Sent: 2020-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortagage coupon payment book ran out in XX/XX/2020. We contacted the mortagage institution and requested a new payment booklet in XX/XX/2020. We did not receive a booklet but the institution has been sending us monthly mortagage statements since then with a payment coupon attached. We did not receive a mortagage statement for the month of XX/XX/2020 so we contacted the institution by phone on XX/XX/XXXX to inform them of nonreceipt and make a payment before the end of the month ( so it would not be past due ). The agent indicated that the mortagage statement was sent on XX/XX/XXXX which he considered in a timely manner. We explained that the XX/XX/XXXX date would not provide enough time for the statement to be received by us and then for us to submit a payment to be received by the mortagage institution before the end of the month. So we did not consider it timely. The Agent indicated he could recive a payment over the phone but we would be charged a fee. We explained that since the mortagage statement had not been sent to us in a timely manner and that we are current on our loan we therefore, should not be charged a fee for making a payment over the phone. We explained further that if a payment booklet had been sent to us as requested in XXXX the issue of timely receipt of the mortagage statement would not occur and our payments would be made to the mortagage institution timely. We again requested a payment booklet which the Agent indicated that there was no record of a request being made for a payment booklet in XXXX. We consider the mortgage institution 's practices unfair and they result in late loan payment submission that can have a negative impact which we can not avoid. We consider that the mortagage institution was unresponsive to our request when contacted.
Company Response:
State: NE
Zip: 68116
Submitted Via: Web
Date Sent: 2020-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: -- The original mortgage that was taken by me and my then-husband was sold to a loan servicing company. -- I divorced the service member after 10 years of marriage and I received the home in the divorce via Quitclaim deed. -- Child support was received in full for the first year. -- In XXXX, being a single mom of an XXXX XXXX with XXXX XXXX that demanded intervention and my employer being unsupportive during this time combined with the sudden loss of child support payments, I fell behind on mortgage payments. -- The hardship began in XXXX and I did a loan modification with this company. -- I still had difficulty paying my mortgage and struggled. -- In fall of XXXX I realized that with essential repairs that I could not afford combined with monthly expenses, I couldn't handle the property and I filed for a deed in lieu of foreclosure -- I loved my house, but emotionally, physically, and financially I couldn't do it anymore and I wanted to do the right thing, I did not want to go through foreclosure. -- In XXXX I lost my job and had further XXXX XXXX with my XXXX. I had completed the papers for the deed-in-lieu of foreclosure when someone approached me with interest in the house and the name of a broker that could handle a short sale with the loan servicing company. -- At this point I was deep in XXXX and shut down and I met with the broker. -- The broker said they could stop everything and do the short sale -- that it wasn't too late and they would handle everything. -- The broker became the sole communicator with the person interested in the property and the loan servicing company. -- The title was clear on my home and checked out clear for the deed-in-lieu. -- Months go by and the person who was interested left and another interested party was found. The broker continued to tell me there was a problem with the title and they were working on it. I didn't argue and didn't question because my XXXX XXXX at this point had deteriorated. -- In the summer of XXXX I was hospitalized for my XXXX XXXX, I was also served with foreclosure papers. -- After hospitalization I began to question the broker and the bank about what was going on. This was when I was told that the house was no longer in my name and had been transferred to the Secretary of the VA. The broker was continuing to try to sell a house that I had no claim to because the original deed-in-lieu had been filed with the county clerk and the deed transferred to the Secretary of the VA. -- I went back to college in the Summer of XXXX and one of my professors, who was an attorney, contacted the broker and bank. -- The last full payment I made on the account was XX/XX/XXXX. -- The deed-in-lieu was recorded in XX/XX/XXXX -- I contacted the VA and they said that in XX/XX/XXXX the deed was transferred back to the loan servicing company. -- In May of 2018 I was contacted by someone from the loan servicing company -- my papers landed on his desk and he wanted to know what i wanted to do. I emphatically told him I wanted the deed-in-lieu to be completed -- The loan was referred to another attorney for foreclosure. I spoke several times with the attorney handling it and offered my cooperation and desire that the deed-in-lie be completed. -- For the last 7 years, every single month, the loan servicing company has reported late payments. My credit has been ruined. -- I have been unable to find an attorney that is willing to represent me with this case -- I have tried to repair my credit -- perfect payments on credit cards and a car loan. Paid off my car early, settled two small debts. The score that rental agencies use to determine my eligibility is horrendous, barring me from living anywhere decent. -- The loan servicer still reports me late, late fees, interest and past due payments have been accruing for many years and they still contact me several times per week. -- I have no idea what to do and having my credit destroyed year after year is worse than if I had allowed the home to go into foreclosure, I can't even get a loan
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2020-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have tried to get a modification or forbearance or sing they did not need the information, they explained that my am getting confused on what is going on. I feel I am being strung along. Ocwen and PHH are both not being honest with me on what is going on. I want them investigated as to why all the information they provided me was wrong. Since XXXX I lost my job and have tried to find a way to pay, I even file for bankruptcy but lost my job again. When I got back on my feet I tried for a forbearance and modification for the over 9.75 % rate and the additional 5,5 % added to arrears portion making it over 14.75 % I asked for help and they gave me all fictitious information that was wrong. I finally got a fulltime job in XXXX but was turned down twice for assistance. My problem is that twice I received letters asking me to send information to them so they can review for assistance. I sent what was required they kept stating they did do modifications on my type of loan. I kept seI want the right to directly to investor XXXX XXXX and let them see I am now able to pay and make a direct request to XXXX XXXX, know that is would be a win win situation. They save money on foreclosure and I get to stay in my home, I build over thirty-eight years ago on a lot my father bought over forty years ago, I want to stay and pay. I need them to work with me.
Company Response:
State: TX
Zip: 78520
Submitted Via: Web
Date Sent: 2020-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2020, I contacted XXXX XXXX, the mortgage servicer of my PHH Mortgage to request a forbearance on the mortgage for 90 days due to financial constraints caused by Covid 19. The forbearance was granted for the months of XXXX, XXXX and XXXX, XXXX. On XX/XX/2020, I again contacted XXXX XXXX and told the representation that I wanted to be removed from Forbearance and made payment in the amount of {$2400.00} effectively paying my XXXX, XXXX and XXXX mortgage payments. Then in XXXX on the XXXX I made an internet payment of {$800.00} for the typical XXXX payment. I spoke with XXXX XXXX on the XXXX of XXXX at XXXX XXXX requesting to refinance my current mortgage with PHH. XXXX obtained all of the information and after pulling a credit report determined an interest rate, payment structure for the refinance package. Upon closer inspection, XXXX found that PHH still had my mortgage in forbearance and indicated that he couldn't help me with refinance because of it. I explained that I wasn't in forbearance and even though XXXX was with XXXX XXXX who services the mortgages for PHH, that I would have to contact PHH directly to obtain a letter showing that my mortgage was no longer in forbearance. I immediately contacted PHH and after being told that the matter would be investigated, the investigation taking between 8-14 days, I asked to speak with a manager/supervisor. I next spoke with XXXX ( XXXX ) XXXX x XXXX, explained that I had made full payment in XXXX to get out of forbearance and even had made my XXXX payment on line. XXXX indicated that I had been re-enrolled in the forbearance plan on the XXXX of XXXX, but could not explain why. I never was contacted, never requested it and never authorized it. I demanded a letter to give to XXXX at XXXX XXXX showing that I was not in forbearance so that the refinanced loan could be processed. I received an e-mail on the XXXX confirming that my account was no longer in forbearance. I forwarded the letter to XXXX XXXX attention and never heard back from XXXX XXXX, never received a refinance package from him. I received a letter from XXXX XXXX dated the XXXX of XXXX, showing that I was denied credit and the ability to refinance because I was in forbearance with PHH still. This was the same day that I received the e-mail from XXXX XXXX and PHH Mortgage that I was not. Not having heard from XXXX XXXX at XXXX XXXX, probably because I was wrongly denied credit by his company, I applied for refinancing through XXXX XXXX. Their loan officer again found that my account with PHH was still under a forbearance plan. I was very happy that PHH helped me with the forbearance in XXXX. I paid them all outstanding monies owed on the mortgage within the 90 days on XX/XX/2020 with the direct instruction to remove me from forbearance. PHH Mortgage and XXXX XXXX, without my knowledge or approval, re-assigned me to forbearance, in XXXX, even after I had made my normal XXXX monthly mortgage payment to them. Again, why they did this is unknown to me. They claim to have sent an e-mail, I never received an e-mail from them and more importantly, they never received confirmation from me that I wanted to be in forbearance. Now, everyone that sees my credit report thinks I'm still in forbearance and I'm not.
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2020-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A