Date Received: 2020-04-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I contacted PHH Mortgage in reference to refinancing my investment property. On XX/XX/2020, an initial loan application and credit check was administered by XXXX XXXX, PHH loan officer. My application was pre-approve based off my credit score ( XXXX ). I inquired about the refinance process, which she stated varies between 30 and 90 days, but she ensured I would close within the 90 day period to prevent re-pulling and affecting my credit score. XXXX thru XXXX I worked on completing and uploading personal documentation within the PHH portal, as well as waiting on appraisal information. Around the first week of XXXX, I was introduced to XXXX XXXX, PHH Mortgage Services Loan Processor. Mr. XXXX requested a lot of information the first week and I was quick to return all of the data. On XX/XX/XXXX, the appraisal was completed and submitted to the loan officers via the PHH Portal. The loan process was almost complete, with the exception of insurance documentation and my request to lower the interest rate provided at ( 5.5 % ). XX/XX/XXXX, I reached out to XXXX who informed me XXXX would be contacting me in reference to my interest rate inquiry. XX/XX/XXXX, XXXX informed me he needs to pull my credit report because my credit was originally pulled under an old account and he would need to perform another credit check. I was upset because XXXX had ensured I would close in under 90 days and no additional credit check were required. XX/XX/XXXX, I reached out to XXXX in reference to the progress of my loan and he informed me he would get back with me. From that point, I was giving the runaround every day. XX/XX/XXXX, he followed and informed me he was waiting on an insurance rate update from his supervisor. He followed up with an email that he was waiting on a rate update : XXXX I have a request out for the insurance ( I spoke with them as well, as had previously requested ). When the credit was pulled it affected the rate because of the drop in score. I know youre anxious to have this wrapped up. I am working with the management team to see how it can be addressed. I apologize for the continued delay. I am pushing for a response. XX/XX/XXXX, I followed up on the interest rate inquiry and XXXX informed me : XXXX I spoke with my supervisor. They are still working on the rate. I will continue to keep you updated. XX/XX/XXXX, XXXX reached out to me to inform me : Hi XXXX Looks like we are still in the process of honoring the rate. Things look good. I have a reminder on my calendar to give you an updated status before I leave the office. XX/XX/XXXX, I asked if I would be closing by the end of XXXX and XXXX response : I am trying to push for it XXXX I was advised that our VP and compliance team is reviewing the rate. As soon as I have an update I will let you know XX/XX/XXXX, I followed up to inquire about a status and inform XXXX I would be filing a complaint with Consumer Financial Protection Bureau and XXXX. XXXX contacted me via cell phone at XXXX XXXX ET to inform me he was working on another plan since my credit score was too low for approval. He called me at XXXX XXXX and inform me PHH would not be moving forward with my loan. PHH has ruined my credit score. My XXXX score is XXXX, and XXXX is XXXX. My XXXX score was XXXX and my XXXX was XXXX. The first credit PHH inquiry dropped my score and the last hard inquiry this month has dropped my credit score 32 points. When I applied for the PHH loan, which was based off 3 credit score calculations. My overall credit score was a XXXX. Now, I can not refinance my investment property through ANY mortgage company. It will take months or even a year to improve my score! I need to take action or PHH needs to work harder to rectify this issue. I truly believe this is mortgage discrimination and now I was denied a loan based off an error in their ( PHH mortgage ( s ) ) overall system. I am aware mortgage companies are preventing XXXX XXXX from refinancing and XXXX people are disproportionately targeted for high rates. Something needs to be done or I will seek legal consultation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In reviewing transaction history due to the other issues submitted in previous complaints, I discovered a GROSS misallocation of funds. I have multiple payments being documented as being applied to the same due date and some are noted as being past due when they clearly are not. The records are completely inaccurate and unclear as to where and how my money is being handled and applied as shown in the attached document. The Lender was pulling my payments automatically so it is not physically possible for them to have been late as noted and it is clearly recorded they posted early yet have notations of being late.
Company Response:
State: ME
Zip: 04901
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred to this company on XX/XX/XXXX from XXXX. I reached out to PHH Mortgage to inquire about not receiving any statements and to get my loan number so I can began making payments online. I receive a letter on XX/XX/XXXX advising me my loan was over into a forbearance program. I never inquired or agreed to place my loan into a forbearance program. I received a notification from the credit agency advising me that a note was placed on my account facing financial difficulties this is inaccurate and falsifying records. I never requested an forbearance on my home loan. I contacted the manager at PHH Mortgage Services on XX/XX/XXXX and he advised that on Monday XX/XX/XXXX I will be able to begin making payments and that the remark will be removed from the credit report.. On Tuesday, I tried to make a payment again and the system is stating my loan is in forbearance and I am unable to make a payment at this time. I have tried reaching out to this company several times and someone keep hanging up in my face and will not transfer me to an account manager. I am devastated that I will lose my home. This company is giving me the run around regarding making payments for my home.
Company Response:
State: TN
Zip: 38018
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I logged a complaint back in XXXX and the Lender claimed it was resolved so CFPB closed the complaint however it is not resolved. The Lender has been misapplying funds, changed my payment agreement without discussion, notification or authorization and I want it resolved. As stated in my previous complaint, I made a bi-weekly payment agreement with Ocwen and ever since PHH took over, there have been nothing but problems. I received a late notice in XXXX and you can clearly see by my attached bank transaction history I was paid ahead. Now they are showing I am delinquent and also have increased my monthly payment with no notification or reason why. My insurance and taxes have not increased. Actually, I recently qualified for a property tax exemption and they will be going down. I want the transaction records fixed, I want to know why my payment has increased and I want it all in writing so it can be read. The transaction history I received that I had to request from them 3 times and took 2 months to receive was such fine print I had to get a magnifying glass from a friend to read it and this is not an exaggeration. I would be happy to provide it as proof as well if needed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 04901
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX Ocwen contacted me to modify a loan on a property. I had abandoned the property after my late husband died and my previous loan servicer, Litton, would not consider a modification. So for 2 years the property was vacant. When Ocwen contacted me I was glad they were willing to work with me since the property being abandoned was a source of XXXX for me. I was told I could not apply for HAMP program thus being given a Shared Appreciation Modification. This has two qualifiers- you owe more than the property value and you dont qualify for HAMP . The modification was done at 2 % on {$120000.00} for XXXX payments ( {$730.00} ) ending XXXX. Payments were fine until XXXX I had some financial issues and got behind. So I requested a payment plan and was told I had to modify the loan. The modification terms were 4 % on {$120000.00} of which ( {$19000.00} ) deferred as forgiveness for next 3 years in equal parts RESULTING in NEW principal balance of {$100000.00} for XXXX payments ( {$750.00} ) BUT SOMEHOW there is a balloon payment of {$69000.00} due and to be paid in full on XXXX/XXXX/XXXX. This was a deceptive modification that had unjust costs. At some point my loan was transferred to a subsidiary of Ocwen, PHH now going by XXXX. Recently my mother and father died so I needed some assistance. I requested again a payment arrangement, was delayed 3-4 months due to the companys inconsistent contact which caused the amount to surmount. The terms finally being given as 3.625 % on {$110000.00} for XXXX payments ( {$800.00} ) ending XXXX, which has a balloon payment of {$82000.00} at end of term. These unlawful practices should be illegal. They are taking advantage of those in desperation. The value of the property is far less than they are asking for the mortgage. This loan started in XXXX at {$94000.00}. Now Im being charged double. XXXX XXXX, formerly XXXX XXXX Loan # XXXX
Company Response:
State: TX
Zip: 77053
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicing was sold on XX/XX/2020 by XXXX, XXXX to PHH Mortgage. I was never informed nor sent any correspondence via mail, email, phone, or fax. I submitted a payment to my previous servicer and unknowingly it was rejected due to the loan being sold. I was never informed and now I'm left to trust a random, and rude, individual from PHH threatening to report me to the credit bureau and possible foreclosure. I thought it was my right to be informed of what was going on? I have received nothing from either side.
Company Response:
State: MS
Zip: 39564
Submitted Via: Web
Date Sent: 2020-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Have mortgage with PHH Mortgage, was taken over by XXXX but still serviced by PHh Morgtage..Every since they have taken over, things have been very hard to get in touch with these people. I Was approved for trial modification on mortgage XX/XX/2020. Payments were to be started XX/XX/2020. with XXXX, XXXX XXXX of such payments of {$720.00}. I have sent XXXX payment dated XX/XX/XXXX they received and XXXX was XX/XX/XXXX they received. But received a monthly statment that says XXXX was not received or applied correctly. As of today XX/XX/XXXXI get a letter from mortgage saying intent to foreclose has been accelerated! I have tried to call, ,sent emails, no one every replies from this company since it was sold to another lender. I am doing my part to save my home, I did what was asked back in XXXX and the account was approved for trial mod then they are suppose to after all 3 payments were sent in, then they make " new loan '' permanent. I feel like they are not holding up there end and are forcing me to lose my home and this can not be legal what they are doing or one department doesn't know what the other department is doing! Make this company reply to emails. I can't even get into my account as they have me locked out. Whole thing is very ridiculous.
Company Response:
State: MO
Zip: 63052
Submitted Via: Web
Date Sent: 2020-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/XXXX I filed XXXX XXXX Bankruptcy. According to United States Bankruptcy code all my property became assets of the state and was overseen by the trustee to whom I made my mortgage payments. My bankruptcy was then dismissed on XX/XX/XXXX. All my mortgage payments during this 10 month period were made to the bankruptcy trustee and not to PHH Mortgage. After the dismissal, per bankruptcy code, the trustee then disbursed the mortgage payments to PHH Mortgage on XX/XX/XXXX totaling {$11000.00}. These payments were rejected by PHH Mortgage. PHH has consequently reported me late to the credit bureaus for XXXX and XX/XX/XXXX.
Company Response:
State: IN
Zip: 46322
Submitted Via: Web
Date Sent: 2020-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019, we closed on a refinance of our house with XXXX of XXXX mortgage. At the closing, we paid {$660.00} as the initial payment into our escrow account and an additional {$2200.00} for property taxes. Since we closed at the end of the year, we were asked to pay the full amount of the property taxes for the year. I contacted our loan servicer from XXXX of XXXX and explained that the actual amount of property taxes would be {$1100.00} due to a property tax abatement on our property. She said the additional amount paid- {$1000.00} would be deposited in our escrow account. In XXXX, before our first payment was due, XXXX of XXXX sold our loan to PHH Mortgage Services. When the escrow account was opened at PHH mortgage, the starting amount was only the {$660.00} we had paid at closing and did not include the additional {$1000.00} which we over paid at closing for property taxes. During the transition from XXXX of XXXX to PHH Mortgage Services, both mortgage companies paid our property taxes in the amount of {$1100.00}. I called PHH Mortgage Services in XXXX alerting them that the property taxes had been paid twice and that the escrow was missing {$1000.00}. After several months, PHH received a rebate from the city for our property taxes and {$1100.00} was deposited in our escrow account. I called again and asked where the remaining {$1000.00} had gone but I have yet to receive a response. I have called PHH 4 times over the last 5 months and each time I am told to wait 6-8 weeks to resolve the problem. I have waited this time but the situation is not resolved and we remain shorted by {$1000.00}. I have also reached out to XXXX of XXXX to see if they might be able to help but have received no response.
Company Response:
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2020-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage Company Since this company has taken over our mortgage processing, they consistently delay processing payments to then show them as late. This has occurred at least 5 times in the last year. The latest payment due for XXXX was mailed XXXX. As of XXXX they had not posted the payment to our account online so we paid it again online to be sure it was not late. Now 4 days later they show it online and show it as posting on XXXX. But since we had paid online ( with an additional fee of course ) they posted it to our account as " other '' payment. They did not apply it to our next payment and they did not post it as additional principal and they have not contacted us. We have been unable to contact them. This continues to happen repeated since last summer. Checks apparently sit at there office and are not posted to the mortgage. When contacted they have no answers for why it takes 2 to sometimes 3 weeks for a check to reach them throught the mail and be posted. They seem to be pushing to have us pay online with the additional fee each time. Thank You
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2020-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A