Date Received: 2020-05-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XXXX of 2020, I received an alert that my credit points had dropped ten ( 10 ) points due to PHH Mortgage company submitting negative information. In XX/XX/2020 due to Covid19 also known as the Corona Pandemic PHH assured its borrowers that they would work with them during this time and sent emails stating that they would not charge any late fees, report negative marks on anyone who applied for a forbearance, and yet they did.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90044
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XX/XX/2020, I received an alert that my credit points had dropped ten ( 10 ) points due to PHH Mortgage company submitting negative information. In XX/XX/2020 due to Covid19 also known as the Corona Pandemic PHH assured its borrowers that they would work with them during this time and sent emails stating that they would not charge any late fees, report negative marks on anyone who applied for a forbearance, and yet they did.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90044
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Phh mortgage co was not supposed to report my mortgage situation during the Covid 19 instead they reported an increase in My mortgage from the interest that is not supposed to be charged during the 3 month forbearance period negatively affecting my credit score. In XX/XX/2020 my mortgage was reported to have an increase of {$280.00} during the forbearance period.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77429
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: my mortgage was taken over by phh mortgage from ocwen. i had gotten behind on my mortgage payments. i was sent a modification in XXXX of XXXX since XXXX i have not been able to speak to anyone concerning the modification. i was only told by one representative that i needed to reapply but i can not get into my account to apply because my account is locked. my case manager has not answered calls and her mailbox is now full. when i call and enter my ss # or loan # my called is sent to the relationship manager phone automatically. if i dont put in my information and get customer service, they can not help me and sends my call back to the same person. so for approx 3 months i have not been able to get any assistance. i have been calling every week.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am behind on my mortgage which I take responsibility for. I have been trying to work with PHH Mortgage to get a loan modification. First, when I called the " relationship manager '' I was assigned in the papers that they sent to me, she told me she was not my manager and shuffled me off to someone else. I think I have had at least 4-5 relationship managers since starting the modification process. One only had one appointment available to talk and nothing else. They gave me a high modification payment that was based off my income plus child support. My ex husband does not pay his child support regularly and I tried to discuss that with them ( at that time he was three months behind ). I asked several times to talk with a manager and always received and excuse ( they were busy, all in meetings together, would call me back ), and never received a call back from one. I paid my XXXX modification payment in full. XXXX was when Covid hit Nevada. I was {$300.00} short for my XXXX payment due to missing a few days of work due to boss not having work for me and another day or 2 due to my elderly grandmother quarantining and not being able to watch my girls as usual. I wrote them a letter with my payment explaining as well as filling out their form online for Covid help. I paid XXXX XXXX payment plus the {$300.00} from XXXX. I received an email last week stating I did not qualify for Covid relief and then this week I received papers stating the reversed my modification back to a {$1600.00} a month payment. I am a single mother that works and XXXX XXXX XXXX. I want to keep my house and am asking for them to work with me, which they do not want to do. I did some research and they have had a class action lawsuit filed against them for dual-tracking which I believe is what they are trying to do to me as I have around {$35000.00} of equity in my home. I called the XXXX XXXX XXXX and they have an F rating with them and was told to file complaints with several other entities. I just want some help reaching a fair modification for my loan. I would also, like it noted that this was originally an 80/20 loan with the second having over a 10 % adjustable percentage rate and that I paid that loan in cash from my settlement and that should show that I am trying to keep my home.
Company Response:
State: NV
Zip: 89406
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A wire was sent to PHH Mortgage to pay off my on XX/XX/20. It did not show up right away so I called PHH Mortgage and was told to wait. The only thing they offered to do was to send an email to their cashering department because they were not allowed to call them directly. I was told it would day up to 48 hrs for a response. I called back almost everyday for the next week and a half and was just told to keep waiting. It was not until XX/XX/20 that I was told the wire had insufficient information and was sent back. I feel this is a deceptive practice to stall the response time of a department so that they could collect more daily interest. I was told the wire would be dated to the date it was sent on XX/XX/20 but it was posted on XX/XX/20 causing me to owe over {$500.00} in interest that should not have been charged. I again spoke with several PHH Mortgage agents and the only thing they said they could do would be to contact their " cashiering department. '' I was again told up to 48 hrs for a response but it took a week and a half. Contacting departments should not take that long, especially when wires are involved.
Company Response:
State: UT
Zip: 84107
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The Bank ( PHH ) is not honoring the terms of my Note. I recently made principal payments to my loan totaling {$100000.00}. Eleven payments, totaling {$80000.00} were made on XX/XX/XXXX and four payments totaling {$27000.00} were made on XX/XX/XXXX. According to the terms of my loan, the loan payment for the coming year, beginning XX/XX/XXXX is calculated on the balance owed as of the previous XX/XX/XXXX. I received a notice dated XX/XX/XXXX stating that my new monthly payment, due on XX/XX/XXXX would be {$4300.00} based on the loan balance at the time of XXXX. However the Loan Note clearly states that the calculation period ends on XX/XX/XXXX. I subsequently made the extra principal payments totaling {$100000.00} on XX/XX/XXXX and XX/XX/XXXX reducing my loan balance to {$670000.00} as of XX/XX/XXXX. As per the terms of my loan the new monthly payment for XXXX should be based on the loan balance as of XX/XX/XXXX. The payment that The Bank was requesting is based on the incorrect loan balance as of XX/XX/XXXX and should be based on the balance on XX/XX/XXXX of {$670000.00}, lowering my monthly payment to approximately {$3700.00}. There is a difference in monthly payments of {$580.00}, which for the 12 month period until they honor the new Principal comes to {$6900.00} for excessive interest payments. The Adjustable Rate Note clearly states in Section 3C : The Payment Change Date occurs on XX/XX/XXXX of each year. The Calculation of New Monthly Payment Changes is clearly stated in Section 3D : Before each Payment Change Date, the Note Holder ( PHH ) will calculate the amount of the monthly payment that would be sufficient to repay the unpaid principal that I am expected to owe at the Payment Change Date in full on the maturity date in substantially equal installments at the interest rate effective during the month preceding the Payment Change Date. The result of this calculation is called the " Full Payment ''. Section 3D clearly states the calculation for the New Monthly Payment Changes is taken effective during THE MONTH PRECEDING THE PAYMENT CHANGE DATE. The Payment Change Date is XX/XX/XXXX. The month preceding XX/XX/XXXX is XX/XX/XXXX. Per their response letter, the Bank ( PHH ) calculated the payments based on the XXXX balance of XX/XX/XXXX, not on the correct balance as of XX/XX/XXXX of {$670000.00}. I had called Customer Service three times before I made the principal payments. The first two times I called customer service, the service person told me that XX/XX/XXXX was the cutoff date to calculate the new payment. The third time I called, the service person told me that XX/XX/XXXX was the cutoff date. Since then I wrote a letter to PHH stating my claim to have the payments lowered and the extra amount of the payments credited to me. I have received three letters from PHH denying my claim and have responded with three letters of my own. Each time PHH has denied my claim, stating different reasons including a fantasy Run Review Date that doesn't exist. I have also made several subsequent calls to PHH : XX/XX/XXXX - Unable to connect - Unable to leave a message XX/XX/XXXX - Unable to connect - Unable to leave a message XX/XX/XXXX - I spoke with a supervisor named XXXX who said she was forwarding the complaint to the ARM department. I heard today that they once again denied the claim, this time stating that the cutoff date was on XX/XX/XXXX. Their story changes every time and is not based on the terms of the Note but on their convenience of choosing the date that suits them. XX/XX/XXXX - Called XXXX back - No answer. Box full, Unable to leave a message XX/XX/XXXX - They say that the new payments will be effective as of XX/XX/XXXX hence causing me to pay an additional {$6900.00} in unwarranted interest for the year.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage is managed by PHH Mortgage Company @ PHH Mortgage Services in XXXX, PA XXXX given a XXXX XXXX XXXX as contact. Web account resources are accessed through XXXX XXXX XXXX website. Over the last 10 months this company has changed the monthly mortgage payment multiple times. I use bill-pay through my credit union, so in XX/XX/XXXX I missed making an adjustment to the standard monthly payment by XXXX dollars and some change. They put all the money in Escrow and began putting all my monthly payments in Escrow. They did not call me until some time in XX/XX/XXXX and after working with them for several weeks they got the payments redirected appropriately. However, they have begun putting my payments in Escrow again, with the excuse that I made my XX/XX/XXXX first payment 11 days early. They put the XX/XX/XXXX payment for XX/XX/XXXX in Escrow, charged me a late fee and called me today to tell me my payment was late for XX/XX/XXXX. I called again and was told they had a rule set to redirect all my payments to Escrow and that needed to be changed.I now have had an XXXX XXXX because of the frustration. I am and always have had a credit score over 800, I pay my bills on time with less than 6 mishaps ( like a few days later on my water bill ) over my 45 years as a bill payer. I am afraid this company, being a debt collection company is trying to destroy my credit and take my property away from me. I have not changed my method of payment or timing except for setting it back a few days early because the company said in XXXX they did not receive it electronically for 7 to 10 business days. Please help me get this company straight so they will stop causing problems with my mortgage and my health.
Company Response:
State: VA
Zip: 236XX
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Back in XXXX, I contacted a law firm to represent me in talking with my mortgage company in hopes of getting a better mortgage rate. The law firm was unsuccessful in dealing with the mortgage lender, and I paid them nothing. As a result of the law firm contacting the mortgage lender, the mortgage lender Ocwen without my consent, without my knowledge, and without my approval decided to defer {$85000.00} of my mortgage until the year XXXX. This action resulted in me paying on a {$10000.00} loan at an adjustable rate which caps of 4.12500 %. I never asked for any of this to happen, and because all of this happened without my consent I feel violated. I was still making my payments on time before this change in my mortgage. This was not how my mortgage was set up initially. Before the law firm contacted Ocwen, I had been paying on the whole amount which was {$180000.00} at an adjustable rate. After Ocwen 's change to my mortgage I looked over my statements it became apparent that I am to pay off the {$100000.00} portion of my loan in addition to an {$85000.00} lump sum in XXXX. This will be insurmountable for me. I did not ask my for loan to be broken up in this way, and insist that the original loan agreement that I signed for in XXXX be restored with a permanent fixed rate. Ocwen made this decision and then switched me to their subsidiary PHH Mortgage. Again, I want my loan restored to the original agreement which was inked in XXXX. I had never missed a payment nor was I ever late. I do not believe that my credit rating was so bad that they could do nothing better for me. But I add the caveat that Ocwen forgive me from the {$85000.00} deferment and restore me to a permanent fixed rate for the duration of the {$100000.00} loan.
Company Response:
State: IL
Zip: 60608
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I inquired about mortgage forgiveness dieting COVID19 ... was told I could skip XXXX XXXX XXXX payment but in XX/XX/2020, all arrears plus current payment would be due. I said thats no help Ill make my payments agent suggested I still enroll in plan in case NOT ONCE DID AGENT MENTION MY CREDIT SCORE WOULD BE AFFECTED I enrolled but opted to continue to make payments XX/XX/2020 my credit score dropped 30 points down to XXXX Reason : PHH MORTGAGE reported me in forbearance I called and spoke with agent XXXX rescinded any enrollment in their payment optional plan requested they remove note from XXXX the forbearance note is still there
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: 94114
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A