Date Received: 2020-06-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: was out of work do to the stay at hm order do to cov19 contacted phh mortgage told situation an was tild to go to their website an request stay because US gov said no morgagtes would be reported late an no foreclosures an nothing negative should b reported to credit bureaus did online as instructed but they say it doesnt show WELL the GOVERNMENT said this was to be done so WHY is it even if it doesnt show NOT being adhered to HURT my score an now cant refinance my house an need some help havent had a pay check in almost three months an now this XXXX on my credit when the Whole Country was an is this should have been a no brainer for my mortgage comapny an the cedit bureau this was XXXX an XX/XX/2020 2020
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32808
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been a customer of PHH since XXXX. This month ( it is now XX/XX/XXXX ) I have not yet received a bill for XX/XX/XXXX. The usual amount is {$780.00} and I am close to paying off the loan in its entirety. I have never failed to receive a bill in a timely fashion in the past 17 years. In fact, by this time of the month I would have already received 2 bills for the following month and would be preparing to mail in my payment. PHH has a reputation for trying to foreclose on mortgages that are current. I have phoned PHH at XXXX and XXXX on XX/XX/XXXX and XX/XX/XXXX, XXXXI was advised that no billing has been sent out. I also was strangely differently advised by another PHH phone representative, that my bill had been sent out on XX/XX/XXXX. I immediately requested that a duplicate bill be sent immediately. I further requested that a bill be sent by First Class Mail, email or fax immediately to me so I can pay on time. I spoke with an individual from the XXXX or XXXX twice I think on a very poor quality connection. I was also inappropriately advised that my payment would not be considered late until XX/XX/XXXX. I pay my bills on time, always. I pay them by the first of every month. Due to the poor quality and incomprehensible calls ( 2 of them to either XXXX or the XXXX XXXX by my request I was transferred to another individual. I have had previous experiences with PHH and have even had to involve a lawyer because of illegal and deceptive practices. make no mistake about this : I have NOT asked for a forbearance. I am aware of RESPA laws that in case of any mortgage servicing changes I am required to be notified of any such change. So I know that no servicing change could have occurred. Eventually I was transferred to XXXX in the Escalation Department on Thursday XX/XX/XXXX. She promised me an immediate bill by mail ASAP, email or fax. She has all of the relevant information to get this done. She promised to call me and has not done so. I demand PHH immediately send me a bill for XX/XX/XXXX. I suspect illegal activity and criminal behavior on the part of PHH. Thank you for your consideration in this matter. Sincerely,
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Closed on conventional mortgage refinance XX/XX/XXXX with XXXX XXXX XXXX ( " XXXX '' ). Made 1st payment of {$1700.00} on time to XXXX on XX/XX/XXXX ( Loan # XXXX ). Received notice letter dated XX/XX/XXXX that loan servicing was sold to PHH Mortgage services ( " PHH '' ), which is currently under consent order with State of Georgia for failure to comply with servicing standards. Have received no written communication, mortgage statement, or other similar billing statement from XXXX/PHH Mortgage to determine new account number and how to make monthly payment, or to determine current mortgage balance, escrow account balance, or payment breakdown information. Made attempts to gather new account information with PHH Mortgage with no success. By consent order, PHH Mortgage must adhere to significant rules ( servicing standards ) governing its mortgage servicing and related activities as part of a Consent Order entered XX/XX/XXXX, which PHH Mortgage has failed to comply.
Company Response:
State: GA
Zip: 30127
Submitted Via: Web
Date Sent: 2020-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A title opinion when going to still a home, showed that a mortgage was assigned to PHH Mortgage/FL in XXXX. The loan was paid off in XXXX but not recorded therefore there was still a lien. I faxed all info to the lien release dept on XX/XX/XXXX. On XX/XX/XXXX the company said it needed 4-6 business days to get me a lien release/ satisfaction letter. It's now XX/XX/XXXX. I have sent received 65 emails and made 25 phone calls : still no release.
Company Response:
State: WI
Zip: 54904
Submitted Via: Web
Date Sent: 2020-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold to PHH sometime in XXXX of this year with the first payment due XX/XX/2020. However they failed to pay my property taxes which was due XX/XX/2020 out of my impound account like it always has been with each previous lender I have worked with. I currently have an impound account setup with PHH and can see that they are going to make the next payment XXXX of this year. I am getting no where with them. They asked me to provide the delinquent bill that I got form the county which I did and they still arent providing any support. The county now wants a 10 % late fee on top of the regular bill. I can not get PHH customer service to even understand what I am asking for let alone someone to help with the situation. They just keep telling me the paid {$870.00} which that does show on my online account but the county has no record of that not to mention my property taxes are {$2400.00}.
Company Response:
State: CA
Zip: 95677
Submitted Via: Web
Date Sent: 2020-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Attempting to refinance a modified SAM loan of my primary residence. Requested a payoff quote, submitted all documentation and appraisal that were requested. Mortgage company will not give me a payoff quote, they have TRAPPED me and are not allowing me to payoff loan and get out from under their control. This is costing me thousands of dollars and preventing me from buying another home. I've called and called, spoken to five " escalation specialist '' and nothing is happening. XXXX and PHH Mortgage are dishonest. I want to payoff the loan and get out from under them.
Company Response:
State: CA
Zip: 92064
Submitted Via: Web
Date Sent: 2020-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage was transferred from OCWEN to PHH mortgage. Now I received some letter advising XXXX is now involved but PHH is still handling mortgage. Upon attempting to log on, I got a message saying I needed to re-register. I attempted to do such with no success. It keeps telling me that Account not found. I contacted customer service Via phone and they said they will submit A ticket to the web support department. They said could take a week. After a week I sent an email to them, this was on XX/XX/XXXX. On XX/XX/XXXX they sent me a reply with detailed instructions. The same instructions that have not been working. They also requested screenshots if I was still having difficulty. I sent them screenshots on the same day ( XX/XX/XXXX ). I received no response. On XX/XX/XXXX I sent a follow up email. I have still yet to receive a response or have the issue addressed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 171XX
Submitted Via: Web
Date Sent: 2020-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH Mortgage filed a Notice of Default in XX/XX/XXXX while not responding to a mortgage loan modification request and after multiple requests for a mortgage loan reinstatement amount in the month of XX/XX/XXXX. They are now assessing fees for over {$3900.00} related to the NOD and attaching them to the monthly mortgage statement after the mortgage loan was reinstated in XX/XX/XXXX. On XX/XX/XXXX, at XXXX, I called PHH Mortgage at ( XXXX ) XXXX ( Legal Dept. on my mortgage statement ) to reinstate my delinquent mortgage. The recording stated, due to unforeseen technical difficulties we are unable to connect you to a customer service representative. At XXXX I called PHH Mortgage during normal business hours at ( XXXX ) XXXX and the recording stated sorry, we are closed. On XX/XX/XXXX, at XXXX, XXXX and XXXX, I repeatedly called the legal dept. and main phone line on my mortgage statement ( XXXX ) XXXX and ( XXXX ) XXXX and recordings stated due to unforeseen technical difficulties we are unable to connect you to a customer service representative. At XXXX I called a number on PHH website ( XXXX ) XXXX and spoke to an agent. The agent informed me I had to get a reinstatement amount from the legal dept. and put me on hold. He was unable to reach the legal dept and said he would send them a request code for the reinstatement amount. He said it would take 3-4 days possibly even a week due to COVID-19. The agent said I would get the details of the reinstatement amount via email. He stated the reinstatement code would be good for 30 days and there would be no further fees or expenses added to the account. I did not receive the reinstatement information as promised. On XX/XX/XXXX, I received a letter dated XX/XX/XXXX, entitled " Early Intervention Borrower Assistance. '' The number given in the letter is ( XXXX ) XXXX and no live person answered that number. ( XXXX XXXX XXXX. ) A Notice of Default was filed 16 days ( XX/XX/XXXX ) after PHH Mortgage offered solutions in the Early Intervention letter dated XXXX. They did not give me an opportunity to reinstate my mortgage as reinstatement was an option on the letter. On XX/XX/XXXX, at approximately XXXX, I called the legal dept. at ( XXXX ) XXXX and recording said sorry we are closed. Then I called the number on my mortgage statement ( XXXX ) XXXX and the recording said unable to connect you to a customer service representative. ( See Attachment 2. ) At XXXX I spoke to Agent No. XXXX at a number found on the Internet of ( XXXX ) XXXX. She informed me the request was already sent to the foreclosure attorney on XX/XX/XXXX. She put me on hold to call the legal dept. but she was unable to reach anyone. Agent stated, multiple requests have been sent but the foreclosure attorney is not responding. PHH Mortgage Agent said she would send the request to the foreclosure coordinator. The agent put another request in for a reinstatement code. I never received a reinstatement amount. On XX/XX/XXXX, I emailed PHH Home Retention Dept. at XXXX requesting reinstatement amount and where to pay. No response. ( See Attachment 3. ) XX/XX/XXXX, I received several certified letters dated XX/XX/XXXX, entitled Immediate Action is Required To Avoid Foreclosure. XX/XX/XXXX, at XXXX, I emailed PHH Home Retention Dept. at XXXX again requesting a mortgage reinstatement amount. I got no response. ( See Attachment 4. ) XX/XX/XXXX, at XXXX, I finally received a Mortgage Reinstatement Quote and was able to wire transfer the amount needed to reinstate my mortgage. This was after the XXXX XXXX County ConsumeXXXX Department called on my behalf. ( See Attachment 5. ) The assessed fees associated with the Notice of Default decrease and increase each month. On XX/XX/XXXX, the amount was {$3600.00}. ( See Attachment 6. ) XX/XX/XXXX mortgage statement shows assessed fees and charges associated with Notice of Default as {$2300.00}. ( See Attachment 7. ) An additional XX/XX/XXXX mortgage statement shows assessed fees and charges associated with Notice of Default as {$2600.00}. ( See Attachment 8. ) XX/XX/XXXX mortgage statement shows assessed fees and charges associated with Notice of Default as {$3900.00}. ( See Attachment 9. ) My Homeowners Bill of Rights was Violated : There was no foreclosure avoidance assessment A mortgage loan modification was submitted on XX/XX/XXXX. I never received a response. PHH engaged in dual tracking. PHH Mortgage filed a Notice of Default on XX/XX/XXXX. That was 16 days after they mailed an Early Intervention Borrower Assistance letter dated XX/XX/XXXX. I did not actually receive that letter until XX/XX/XXXX. PHH Mortgage did not give me an opportunity to act on the Early Intervention options even though I attempted multiple times to get a mortgage reinstatement quote prior to them filing a Notice of Default. PHH Early Intervention Borrower Assistance letter contains a contact number of ( XXXX ) XXXX that they did not answer or allowed for a voicemail message to be left. I did not speak to anyone at PHH Mortgage prior to the Notice of Default being filed. PHH Mortgage failed to send a certified letter to provide me a way to contact them in a timely manner, including a toll-free telephone number that not only worked but would have provided access to a live representative during business hours prior to them filing a Notice of Default. PHH Mortgage misrepresented their contact numbers on the mortgage statements in XX/XX/XXXX and on the Early Intervention letter dated XX/XX/XXXX. Not one of the numbers, including the legal department number, were answered. Additionally, the numbers did not connect me to a voicemail or human representative that includes the Toll-free number : XXXX and the Legal Department number : XXXX. Notice of Default filed 7 days after I attempted to bring mortgage current by requesting a mortgage reinstatement quote. The Legal Department refused to give me a mortgage reinstatement quote in a timely manner to avoid a Notice of Default being filed. Notice of default was filed prior to PHH completing due diligence required by Bill of Homeowners Rights, even though PHH Mortgage check-marked and signed the California Declaration of Compliance stating they did exercise due diligence. ( See Attachment 10. ) California Civil Code section 2923.5 requires lenders to contact the borrower in person or by telephone to assess the borrowers financial situation and explore options for the borrower to avoid foreclosure, 30 days before recording a Notice of Default against a property. PHH Mortgage did not exercise due diligence. On XX/XX/XXXX, I received a letter dated XX/XX/XXXX, from PHH Mortgage apologizing for the delay in response to my request for the mortgage reinstatement quote. As you can see from the envelope, the post-mark is dated XX/XX/XXXX. ( See Attachment 11. )
Company Response:
State: CA
Zip: 90008
Submitted Via: Web
Date Sent: 2020-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my mortgage. My mortgage before the refi was with PHH Mortgage. The refinancing documents were signed on XX/XX/2020. As recommended by the closing agent, I contacted PHH mortgage on XX/XX/2020 to cancel all future payments. I logged into the website to remove the auto pay option. To my surprise, PHH had already taken auto-pay off of my account ( without my authorization ) and my bank account used to make the mortgage payment had been deleted. Great. The website indicated that no payments would be autodrafted. To be sure, I call PHH mortgage on XX/XX/2020 to confirm that no future payments would be taken from my bank account. When I intially set up my mortgage payment autodraft ( 5 years ago ), i opted for the " flexpay '' method, which split the mortgage payment into 2 monthly payments ( on the XXXX and the XXXX ). When I called PHH on XX/XX/2020, the representative confirmed that no future payments would be taken from my bank account. She said their system no longer had any payment information on record for me. I specifically asked her to confirm that a payment would not be taken on XX/XX/2020 or XX/XX/2020. The agent again confirmed that no future payments would be made. My loan with PHH was fully paid off on either XX/XX/2020 or XX/XX/2020 as a result of the refinancing closing. However on XX/XX/2020, PHH Mortgage drafted an UNAUTHORIZED amount from my bank account for {$1100.00}. I have spoken with several representatives today trying to get the amount refunded. They are telling me it will take at least 15 days to return my money! PHH made an UNAUTHORIZED withdrawal from my bank account and is not acting with any urgency to return the money. I took all necessary steps to be sure that the payment would not be taken from my account and they assured me it would not. Now they are saying there is nothing they can do and I need to just wait.
Company Response:
State: MO
Zip: 63304
Submitted Via: Web
Date Sent: 2020-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: When I bought my house 15years ago, I had an 80/20 loan. I thought they were both 30year fixed. The 20 % on ( now with PHH mortgage ) even said on the website. 9.875 % Rate / Conventional / 30 Years Term is what says online but that is not the case. Everything I do is online with them and I lost some of my original loan documents when my water heater flooded my house about 10 years ago. So I tried working with the mortgage company ( PHH ) to get an extension or refinance and was turned down. The loan modification dept. was no help and when I was working with a refinance person he said they wouldnt refinance this low of an amount.then we tried to combine both of my mortgages ( the balance on the 80 % one is XXXX ) for a total of XXXX and he said that was too low for what you need to qualify for with all of the fees and charges in Texas. He then said he would try to add {$20000.00} to it to take out in cash to raise the amount and called back and said that wouldnt work either. I need to save my house and feel this company has be deceptive as it states very clearly online it is a 30 yr term conventional loan Can you help? Thanks, XXXX XXXX XXXX XXXX XXXX Customer Experience Product Owner Res Agent Channels - Support XXXX Office XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76039
Submitted Via: Web
Date Sent: 2020-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A