Date Received: 2020-04-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I keep calling to see where I'm at with the modification and they do not respond to my inquiries, email, onsite messaging and calling leaving messages. I am afraid of losing my home which is already in pre-foreclosure status. I think they want to keep my house, they pre-foreclosed when I missed only 4 payments from being in a rehabilitation center and couldn't make the payments. XXXX XXXX
Company Response:
State: FL
Zip: 347XX
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During the month of XXXX 2020, I contacted PHH to inform the company not to pay my homeowners insurance due on XXXX XXXX, 2020. It was my decision to pay myself. I also informed the representative that I would be paying off the balance of my escrow in XXXX and XXXX of 2020 to lower my mortgage and avoid any more interest payments on escrow monies owed PHH. PHH informed me that they would send a form that I must sign and return to them. The letter of instruction was sent to me and returned signed via USPS in XXXX 2020. My mortgage payment at the time was $ XXXX/month which included an escrow payment of {$360.00}. Additional information found for the month of the XXXX statement was {$1500.00} owed towards the escrow. On XXXX XXXX, 2020 I paid a total of {$1500.00} which included the {$810.00} towards the mortgage payment. In addition, the amount of {$770.00} was applied towards the escrow. The amount {$770.00} paid was designated in the escrow category on their website. On XX/XX/XXXX20 I spoke with a representative of PHH to ensure that it was recorded for the specific amount to lower my escrow owed. The representative assured me it would be updated and my new monthly payment would reflect a change. Upon reviewing my newest online information on XX/XX/XXXX20 it was found that my new monthly payment was {$790.00} due on XXXX/XXXX/20 however, there was no indication that I paid {$770.00} towards the escrow. After contesting that the previous two months escrows were never applied towards the stated {$1500.00}, the representative then explained I made an over-payment and {$170.00} would be refunded to me by mail. In further review of the XXXX statement it was discovered that my new escrow payment was now {$2800.00}. On XX/XX/XXXX20 to confirm our agreement of my sole responsibility to pay my own insurance it was learned from their representative that they have no written information of my signed release. After debating my previous conversations it was charged to the representative that I would be escrowing my taxes only and paying my homeownwers insurance out of pocket. The representative explained to allow PHH at least 10 working days to update my account of which they have disregarded to do from previous telephone conversations.
Company Response:
State: OK
Zip: 731XX
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage will NOT provide my 1098 interest forms for Federal Tax purposes past last year ( was only given the XXXX form ). My mortgage is no longer with PHH Mortgage & consequently I no longer have access to my online account to view my XXXX through XXXX 1098 Forms ( which is where I safely kept those forms - online ). My inquiry/request for past 1098 Forms on XX/XX/XXXX only yielded the XXXX Form. I am requesting 1098 Forms for XXXX through XXXX. Certainly they have access/records of these forms for tax auditing purposes & for previous customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70706
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Please accept the following as both a formal complaint against PHH Mortgage and as Notification of Intent to Defraud ( Fraud, Theft or Intent to Defraud ) by unscrupulous mortgage holders that has come to my attention during the COVID-19 crisis. Due to the crisis I contacted PHH Mortgage in an attempt to have 1-3 months of my mortgage payments waived. They did not offer a waiver option but did in fact offer a deferral ' option but its the terms that have me seriously concerned. 1. they would defer 3 months payments 2. At the end of the deferment all payments deferred would be due in a lump sum 3. If I was unable to make this payment they would consider other repayment options which they would not disclose or possibly a refinance option For folks that have lost employment and with the crisis continuing for at least another month I find it nearly impossible that I ( or others ) would suddenly obtain funds to make a lump sum payment for any deferred monthly payments. Is my concern that this practice is laying the ground work for astronomical rates of foreclosure and/or will force customers into a less then equitable refinance positions. At this time I am formally requesting that your offices review this practice and determine if it is legal or fair.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85032
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a complaint with PHH mortgage. I had a modification approved months after a request near the end of XXXX. I was told it would take 30 days to complete and then enter a 90 trial and then 30 days from there to have a finalized payment. I believe in XXXX or XXXX of XXXX I applied for a modification which was approved in XX/XX/XXXX. I made my 3 months Trial payments and then was instructed that they would finalize paperwork within 30 days for new mortgage payment. Took about 6 months for that to complete and the whole time ( about a year ) I was listed I was in default although I only was behind 2 payments when it all started. Regardless, I made each single payment since the trial payment and I was called about 6 months ago stating I was late one month. I have proof of all payments and have talked to loan experts and managers agreeing that something looked wrong on my record. Fast forward a few months and I am still in the same position, being harrassed for payments and have been charged for late payments. PHH has been the worst experience I have had. And I feel like this is going to keep going. I want my mortgage to reflect correct payments, my credit to reflect the correct information and be refunded for all the late charges. Please help. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01801
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH assumed the mortgage servicing from XXXX OCWEN in XX/XX/XXXX. PHH indicated that my payment for XXXX was received one day late and charged a late fee. My bank indicated that PHH has rejected their payment and required it to be sent out by mail. PHH never waved flight fee despite the fact that there shouldve been some notification of change of servicingIn XX/XX/XXXX of XXXX I sold my property and pay off my mortgage the PHH has failed to remit the balance of the escrow account and every time that I either write them they say that they have a record of the loan number or if or online application I receive an email stating that they can not respond back to me because they do not have email listed in their accounts each time Ive tried to call them for the past two months I need to get a recording that says theyre unable to connect me to a representative or I get a recording that says hold for the next operator and then Im disconnected I want to both the payment of my escrow thats not have not having been disbursedTo be refunded and the satisfaction of mortgage to be executed by PHH Despite notifying PHH about a change of mailing address telephonically and in writing in XX/XX/XXXX plus XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX year end statements and bills continued to be sent to prior address
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22032
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Father XXXX passed away Left me the home My father had a wrongful modification I am now trying to get it straightened out I've been approved with the court and signed assumption documents Its up to PHH to help me with a correct loan mod
Company Response:
State: WA
Zip: 98031
Submitted Via: Web
Date Sent: 2020-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: When XXXX XXXX and XXXX XXXX issued their Covid-19 directives to Servicers when the Pandemic broke in the Us. Stating that Borrowers could miss up to 12 months of payments and it wouldn't impact their Credit Negatively nor would they incur late fees. I contacted my Servicer PHH and was told that they are only offering Three months of forebearance and at the end of the three months all of the back payments would be due in one lump sum. That's not what the letter from XXXX and XXXX states and this would be pushing homeowners into delinquency resulting in no help at all. When I told the rep. This he was confused and stated that's all that is being offered and that's how the program works. Consumers need clear and fair direction from the owners of the Mortgage Loans XXXX XXXX, XXXX XXXX, XXXX XXXX and VA stating that payments can be missed Borrowers will not be penalized and all missed payments are not due in three months in one Lump Sum. Borrowers should be allowed to miss the payments for the 6 month or 12 month window and have them added to the end of the loan with no penalties period.
Company Response:
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2020-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Ocwen has made numerous errors while servicing my loan Ocwen included my wife who has never been a part of my loan. Ocwen out of the error proposed a loan modification and in doing so I made three trial payment of {$2500.00} each Total of {$7500.00} The loan went from Ocwen to PHH ; same lender PHH refunded {$1500.00} of the {$7500.00}
Company Response:
State: WA
Zip: 98031
Submitted Via: Web
Date Sent: 2020-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted XXXX c/0 PHH Mortgage Services XXXX. XXXX XXXX XXXX XXXX, NJ XXXX by phone regarding a letter I received from on XX/XX/XXXX that suggested they haven't received several mortgage payments since XXXX, XXXX. The person I spoke with was no help, but suggested I fax to them copies of certified checks that were mailed to them. This company has a history of mailing notices that my mortgage is delinquent when it isn't. I wrote to CFPB in XX/XX/XXXX to complain about these practices and the complaint was investigated, but here we go again. The person I spoke with at PHH stated that nothing can be done until they receive faxed copies of my payments. One of many questions I have about this continued nightmare is how is it fair practice to constantly badger me to send copies of checks they have cashed? I have been in my home since XXXX and badgered by one mortgage company after another that implied they weren't receiving payments. Before PHH it was Ocwen, before them was a trail of suspicious companies ; beginning 23 years ago I believe with XXXX, then in no particular order, XXXX XXXX, XXXX, XXXX XXXX and probably one or two others. My argument is this ; I make my mortgage payment on the first of each month and it is not a delinquent account. I am so sick of these people I don't know where else to turn.
Company Response:
State: OH
Zip: 43206
Submitted Via: Web
Date Sent: 2020-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A