Date Received: 2020-04-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I contacted PHH Mortgage today ( XX/XX/XXXX) and advised them that due to COVID-19 I could not make my mortage payment BUT I could pay the principal and interest on time ( by tomorrow which I have done anyway ) and then the escrow amount when my stimulus check arrives, hopefully within the next two weeks. They indicated to me that the payment of principal and interest would be placed in a suspense account until the escrow amount was paid and I WOULD be charge a late fee. That does not seem ethical. The escrow funds belong to me not to the lender, it is my money that they collect as a convenience to the mortgage holder NOT REQUIRED. The principal and interest is being paid on time and that should not be subject to a late fee, after all they are collecting interest on the money that they are holding and not applying to my account. My only option is forbearance which I don't really need, nor do I need the additional interest being accrued during the forebearance period. I appreciate that they have a forebearance program for people but that is not what I am asking for, only that they waive late fees.
Company Response:
State: FL
Zip: 33436
Submitted Via: Web
Date Sent: 2020-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called the company again today after a 40 minute hold. I let the company know that they blocked my from paying online and by phone. I also informed the operator that they sent me COVID 19 paperwork with the incorrect amount listed. Stating that I would owe of {$11000.00} or more which is an EGREGIOUS mathematical error. After informing the operator, she began to be rude and hostile. I told her that I would not tolerate that attitude and requested to be transferred to the US branch. At that point the operator hung up on me. I REQUEST again that XXXX, the worst account manager in this company be removed from my account. Also, " XXXX '' who hung up on me. Then I called back a 3rd time to hear " XXXX '' tell me how highly trained his department is so I got another opportunity to ask up to 5 times to be transferred. This company is XXXX ... UNPROFESSIONAL and XXXX.
Company Response:
State: CA
Zip: 92203
Submitted Via: Web
Date Sent: 2020-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH Mortgage Services acquired my loan from Ocwen. I was advised I was approved for a trial modification with a monthly payment to be made XXXX, XXXX and XX/XX/XXXX after which a decision would be made for permanent modification. I called each week in XXXX regarding a decision and was advised the modification was approved and I would receive paperwork to sign and return. I received the paperwork XX/XX/XXXX indicating the permanent payments would begin XX/XX/XXXX and the paperwork needed to be notarized and returned by XX/XX/XXXX. I was advised the notorized paperwork was received XX/XX/XXXX and I would receive documentation confirming the permanent modification. I never received the documentation and called back each week for a status. I was advised on XX/XX/XXXX a PHH employee provided the wrong amount for me to pay and therefore the XX/XX/XXXX payment was short and the decision reversed. I questioned why I would receive two different decisions. The relationship manager assigned XXXX XXXX advised it was a mistake on their part and he was working to get it resolved. He advised on XX/XX/XXXX that I needed to pay {$1900.00} by XX/XX/XXXX to have the decision reversed in which I paid XX/XX/XXXX. I called the 1st week in XXXX and was advised I needed to pay {$630.00} for XXXX which was paid and at the time the modification would be permanent and reported as current. I have had four appointments since with the relationship matter with the most recent being XX/XX/XXXX and the matter is still not resolved. Once again he advised to check back next week. My credit report doesn't indicate I have a mortgage loan and that is a concern. I am not able to access any information on PHH website. When attempted a message populates indicating no account information is found.
Company Response:
State: VA
Zip: 23224
Submitted Via: Web
Date Sent: 2020-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 I scheduled a payment that would bring my loan to XXXX balance. I scheduled it in the usual fashion. I have made large payments to my loan in the past with no issue. On XX/XX/2020 my bank delivered the payment. I didnt think much about it after I saw it had been delivered. On XX/XX/XXXX I realized the payment had still not been accepted. I called my loan servicer on the XXXX. They said they hadnt received the payment, suggesting I cancel the check saying it must be lost. Loan servicer is refusing payment on an up to date loan because it is too large of a percentage of the total. I said I wanted to pay off the principal of the loan and that if there were left overs to apply that amount to the escrow of the account. Then they said that I should ask for a payoff quote and that if I did they would be able to accept and apply the payment. All week I waited for the payment to be applied. I finally got a call back on Monday XX/XX/XXXX saying they had refused the payment because I couldnt payoff the account with non certified funds. They asked me to ask for a payoff quote ... I had simply wanted to pay the principal down so I wouldnt get anymore interest applied to the account. Then they used that as a reason to return the funds. I had offered to send an additional certified check for remaining fees left to close the account. After holding funds for 24 days they rejected them. Under what situation should a servicer refuse a payment on an account that is up-to date? Now they want to change me another month of interest stating they have to charge a full month because of FHA rules. How can a servicer refuse to take payments based on rules Ive never seen or agreed to. My loan documents say I can pre pay loan anytime and that it may be held and only applied on the payment due date. That day came and went.
Company Response:
State: WA
Zip: 98382
Submitted Via: Web
Date Sent: 2020-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage owned by Ocwen Financial is hindering visibility and my ability to perform online banking. I am able to log on to access my online profile, but I am barred from accessing payments and detail account information for the past year. Each time I submit a complaint, I am told they see no issues on their end. Below are Main URL : XXXX : XXXX After logon URL : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXManageAccountSSO Button URL XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Page Response : Sorry, something happened. Please try again at a later time. ID : XXXX ErrorCode : XXXX Fri XX/XX/XXXX XXXX XXXX ( Eastern Daylight Time )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33511
Submitted Via: Web
Date Sent: 2020-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I humbly ask for you to investigate my beliefs that I have fallen victim to predatory lending practices in the mortgage and housing industry with my home of almost 14 years. I believe XXXX Bank and their agents have used predatory, unlawful business practices with my mortgage since the pass through certificate was issued in 2007, per the settlement agreement between the US DOJ and XXXX XXXX in connection with its sale of residential mortgage backed securities. For the past decade the ebb and flow of the rebuked harassment of these known criminals and their various agents driving by, calling and posting notices has been unbearable, causing me harm and housing insecurity that has greatly, negatively impacted my life, psychologically, personally, physically and financially. In my research and education gained throughout this process, I learned that I have been labeled a securitized finance product. Please help me and others like me to be protected against foreign predatory financial institutions and all of their agents acting on their behalf, to secure our right to life, liberty and the pursuit of happiness. This whole process has left me feeling helpless and misguided.
Company Response:
State: WA
Zip: 98042
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I WAS SCREWED OVER BY XXXX IN XX/XX/2019 WHEN MY MORTGAGE WAS TRANSFERRED OVER TO THESE XXXX. DURING THE TRANSFER I WAS TO START MY FIRST MODIFICATION PAYMENT EXCEPT THEY CANCELLED THE MODIFICATION IN XX/XX/2019 BECAUSE NO PAYMENT WASE RECEIVED. DURING A MODIFICATION THE HOLDER HAS 30 DAYS TO MAKE THE PAYMENT. WITH THAT SAID IT TOOK PHH 8 MONTHS TO APPROVE ME ONCE AGAIN FOR A MODIFICATION. I WAS APPROVED IN XX/XX/2019 ACCEPTED IN XX/XX/2019 AND FIRST PAYMENT TO START IN XX/XX/2019. I MADE 3 PAYMENTS XXXX, XXXX AND XXXX ON TIME, MAILED THEM IN WITH MY APPROVED TERMS EACH TIME. MY FIRST PAYMENT WAS APPLIED AND PHH TOOK MONEY THAT WAS SITTING IN SUSPENSE TO INCREASE THE PAYMENT. MY NEXT PAYMENT IN XXXX WAS PLACED IN SUSPENSE AND NEVER APPLIED TO THE MORTGAGE. MY THIRD PAYMENT IN XXXX WAS SHREDDED AND RETURNED TO ME STATING IT WAS NOT ENOUGH TO COVER WHAT WAS DUE. I SENT IN THE SAME AMOUNT EACH MONTH ALONG WITH WHAT PHH APPROVED ME FOR. PHH IS A BUNCH OF XXXXXXXXXXXXXXXX THAT HAVE INCOMPETENT PEOPLE THAT CAN'T OPEN AN ENVELOPE LOOK AT THE PAYMENT ALONG WITH A COPY OF THE APPROVAL AND APPLY THIS TO MY MODIFICATION. NOW TODAY A YEAR LATER PHH CANCELLED ME AGAIN NOT MY FAULT BUT THE FAULT OF PHH XXXX AND LEFT ME ONCE AGAIN WITHOUT A MODIFICATION. THEY DONT GIVE A XXXX ABOUT RUINING THE LIVES OF AMERICANS AND MAKING YOU LOOK LIKE XXXX IN FRONT OF THE INVESTORS. BE PREPARED FOR A XXXX OF COMPLAINTS BECAUSE I AM 1,000 % TANKED AND CALLING YOUR CALL CENTER WILL NOT HELP. AGAIN MORE XXXX IN XXXX THAT CANT HELP AND IT TAKES HOURS TO SPEAK TO SOMEONE IN THE GOOD OLD USA OF AMERICA XXXX YOU WILL BE SORRY YOU XXXX ME OVER ONCE AGAIN
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX PHH/ XXXX XXXX trying to un-ethically convince borrowers to agree to terms that people have no idea if theyll be able to actually uphold their end of the agreement. PHH/ XXXX XXXX at the end of the forbearance period will continue to play games and do everything possible to hurt the borrower. Please address this issue so borrowers are not taken advantage of as will surely happen if this is not addressed. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - I have lost my income as a result of covid-19. I contacted my bank, PHH/XXXX XXXX on approximately XX/XX/XXXX to discuss mortgage payment deferral. I used their web form ( I have a printed copy ) to submit my request. Today I got a response telling me my form was submitted incorrectly. I checked the form for errors, and it was correct. This is a huge red flag. It turns out the new form on their web site requires me to agree that I will pay the 3 months worth of missed payments on the fourth month. How can I agree to something I dont think I will be able to do? I called the bank and they tried to spin the issue. I explained to them I cant in good faith agree to something I dont know if I can uphold my end. They continued to try and convince me to agree to this term despite the fact I just told them I cant in good faith agree to that. I proposed to them that if they were comfortable guaranteeing me over the phone I would have no issues if I couldnt make the back payments to please put it in writing for me. They would not. Huge red flag! I then explained how I was at the center of the housing market crash and that I saw a lot of people do what banks asked them to do, only to have the home lost to the bank. This is a huge concern for myself and all others who are being forced to, out of desperation, enter into a forbearance program with terms most people can not guarantee theyll be able to hold up on their end. I am asking that immediate clarity and guidance be given to lenders so they are required to actually help the borrowers who are requesting it. This does nothing but add more uncertainty amidst an environment of the same! It does no good to give the bank tools that forces the borrower into a corner where the bank will have all the power to ruin credit scores, and potentially take peoples homes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97030
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX 2020 To Whom It May Concern This letter is to inform you of the issues we have faced ( so far ) with XX/XX/XXXX and PHH Mortgage Services regarding the transfer of the mortgage for our home at XXXX XXXX XXXX XXXX, XXXX XXXX, KY. After thirty years of doing business with XX/XX/XXXX and its antecedents, we received a letter informing us our mortgage would be transferred to PHH Mortgage Services within a month. No explanation was offered. No refinancing opportunities through XX/XX/XXXX for loyal and long-term customers were offered. We were dumped. Investigation into PHH revealed a five-year history of thousands of complaints filed with the Consumer Finance Protection Bureau and an F rating by the XXXX XXXX XXXX The XXXX mortgage payment was paid to XX/XX/XXXX by ACH, as usual, from our XXXXXXXXXX Bank account on XXXX XXXX 2020. We were told to expect a communication from PHH about the mortgage transfer. Next, we took the loan number from the XXXX letter to try and establish an account at PHH. The web site said the loan number was invalid. XX/XX/XXXX said PHH would get the notification of the account number after XX/XX/XXXX and the loan number would work then. To prevent any possible lapse in payment and assessment of any late penalties from PHH, on XXXX XX/XX/2020 we elected to send check # XXXX drawn on XXXXXXXXXX Bank, by certified mail to PHH for the XX/XX/XXXX payment of {$770.00}. Written on the check was the loan number originally given us by XX/XX/XXXX. After XX/XX/XXXX I went on the PHH website to register for an account. Again, the loan number from XXXX was not accepted. After a couple weeks, we contacted the XXXX because we had not received confirmation of delivery of the certified letter to PHH. XXXX did not know where the letter was and promised to look. I called XXXX and was given another loan number to use, without any explanation as to why we were not given this number in the first place. I went on the PHH website but was still unable to register. The website kept rejecting my password even though I followed the password displayed rules on the website. I called PHH several times but could not make a connection. Eventually I got through after a twenty-minute wait. The man on the phone told me I was using the wrong password rules and gave me new ones. Passwords using his rules did not work, repeatedly. He clearly thought I was some sort of dunce. After I tried one more time, using his password rules and Iit did not work. I told him what password I had tried. He said it should have worked and transferred me to someone else. After a couple more tries with yet another set of password rules, I was able to establish an account. Since we still did not know where the PHH check was, I made a mortgage payment of {$770.00} from our checking account to PHH on their website via XX/XX/XXXX( which cost me a {$7.00} fee! ). The receipt printout from XXXX states {$780.00} was received for the XXXX XX/XX/XXXX 2020 payment. I received a letter from PHH dated XXXX XXXX 2020 stating I owed $ XX/XX/XXXX-a past due payment of {$770.00} and a XXXX XX/XX/XXXX 2020 payment of {$770.00}. We received a Privacy Notice from PHH. On XXXX XXXX 2020 I received an email from the XXXX stating the certified letter had been delivered in XXXX, PA. I received a letter from PHH dated XXXX XXXX 2020 stating I still owed $ XXXX past due payment of {$770.00} and a XXXX XX/XX/XXXX 2020 payment of {$770.00}. I received a letter from PHH dated XXXX XXXX 2020 stating a payment of {$770.00} would be due XX/XX/XXXX2020. On XXXX XXXX 2020 I checked the PHH account on-line which said there was no outstanding balance and a payment will be due XXXX XXXX 2020. XXXXXXXXXX Bank says check # XXXX to PHH Mortgage Services was paid on XXXX XX/XX/2020. On XXXX XX/XX/XXXX 2020 I received a letter from PHH stating that a recent payment had been rejected due to The banking authority is unable to locate the information pertaining to your account. Sincerely, XXXX XXXX XXXX, XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, KY XXXX P.S. This letter was sent to XXXX. XXXX XXXX sent me this message : Your message wasn't delivered. Despite repeated attempts to deliver your message, the recipient 's email system refused to accept a connection from your email system. CC : Consumer Financial Protection Bureau https : //www.consumerfinance.gov XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 410XX
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The problem is still not fixed. The mortgage company does not seem to understand how to apply payments and continues to put my weekly payments into suspense and charging late fees, when payments are received well before their deadline of the XXXX monthly. I have been charged bogus late fees and have had to submit many complaints and PHH is still not acknowledging their errors. PLEASE HELP. Previous complaint numbers XXXX & XXXX Lets start with XXXX payment. XX/XX/XXXX {$700.00}, XX/XX/XXXX {$700.00}, XX/XX/XXXX {$1100.00} = XXXX paid in full by XX/XX/XXXX XXXX payments XX/XX/XXXX {$700.00}, XX/XX/XXXX {$700.00}, XX/XX/XXXX {$700.00}, XX/XX/XXXX XXXX XXXX=XXXX paid in full by XX/XX/XXXX XXXX payments XX/XX/XXXX {$700.00}, XX/XX/XXXX {$700.00}, XX/XX/XXXX {$700.00}, XX/XX/XXXX {$430.00} = XXXX paid in full by XX/XX/XXXX Financial institutions were closed on XX/XX/XXXX due to XXXX day - so if the payment was delayed in being processed by PHH, it was not my fault, as it was there on the XXXX. XXXX payments XX/XX/XXXX {$700.00}, XX/XX/XXXX {$700.00}, XX/XX/XXXX {$700.00}, XX/XX/XXXX $ XXXX XXXX paid in full by XX/XX/XXXX XXXX payments made as of today XX/XX/XXXX XX/XX/XXXX {$700.00}, XX/XX/XXXX {$700.00}, XX/XX/XXXX {$700.00} = {$2100.00} paid toward the XXXX payment STOP PUTTING MY PAYMENTS INTO SUSPENSE AND CREDIT MY ACCOUNT AS PAYMENTS ARE RECEIVED. YOU CHARGED ME LATE EVEN WHEN PAYMENTS WERE PAID IN FULL PRIOR TO THE XXXX. REMOVE ALL LATE FEES CHARGED AND REIMBURSEMENT ME FOR UNJUSTIFIED LATE FEES PHH TOOK
Company Response:
State: CA
Zip: 90603
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A