Date Received: 2020-03-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my home loan with XXXX XXXX/PHH Mortgage Services and have had issues with them since initiating the loan. They arbitrarily raised the property tax escrow account based on the home value rather than the actual property tax amount owed. We had to make several phone calls and eventually fax our property tax paperwork to fix that. In addition, XXXX XXXX/PHH Mortgage Services said we didn't have homeowners insurance and was charging us for that as well, but we provided documentation to substantiate our claim and that was also fixed. I wanted to pay my mortgage via direct debit in XXXX of 2020, so I set it up in XXXX of 2020. The money was to be debited on XX/XX/2020, but was never debited. Despite emails and several phone calls, my mortgage payment has not been debited. My concern is that the payment is considered late ( I am getting Mortgage is Past Due letters ), accruing interest and late fees and will eventually affect my credit. After waiting over an hour to speak with a PHH supervisor concerning my mortgage on XX/XX/XXXX, they hung up on me.
Company Response:
State: CA
Zip: 90640
Submitted Via: Web
Date Sent: 2020-03-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 I received a letter from my homeowners insurance company stating that my policy would be cancelled for nonpaymet effective XX/XX/2020. I called PHH to determine why the company had not been paid as this payment is escrowed. My first call to them involved a 36 minute hold and being disconnected after the agent stated he needed to transfer me to the insurance department. I called back and was treated to a shorter 28 minute wait. The next agent also stated that I needed to speak to the insurance department as my loan was not being escrowed for insurance and transferred me. The insurance department told me that indeed the loan is being escrowed for insurance and that payment had been issued. He told me that all this should have been handled by customer service and transfered me back to a new agent. I then demanded to speak to a supervisor. The supervisor determined that the payment went to an incorrect company. She stated that all would be rectified and not to worry. Today, XX/XX/2020, received a letter from my insurance company stating that my cancellation is still on as payment has not been received. I called PHH four times today. On hold waiting 48, 38, 51 and 43 minutes for agents. Two agents hung up on me, one supervisor disconnected me. All promised to call me back if we got disconnected ; never happened. Same runaround as my calls two weeks prior. Please help me.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After being approved for a modification on XX/XX/XXXX i attempted to make a payment online. I received a message stating unable to process online payment at this time. I received no confirmation number or email Since my payment was due i made a payment via PHH online. On XX/XX/XXXX the payment I attempted to make online was deducted from my checking account AFTER the website told me I could not. I attempted to call PHH to inform them. I was transferred all over for about an only to be disconnected twice. When I messaged them through XXXX I was told there were issues with the website and or the wording of they payment denial issues, and they would have someone from their escalation department call me. I also asked I asked for a refund i was informed they would have to mail me a check they were unable to refund to the how they payment was issued they could not say when but they would try to speed up the process I was refused the opportunity to speak to a manager. I then sent a check overnight to PHH for my mortgage thinking that would receive the other one back. PHH mortgage advised they receive many calls about this issue I was denied a contact number for there corporate office and could only be provided a mailing address or fax. On XX/XX/XXXX I discovered PHHs online system stored my information and put the transaction through instead of returning the payment as I was promised. I immediately stopped payment on the other check, and now they are harrassing me for it. They also claim Im behind on my payments despite repeated proof and they still deny it. They have ruined my credit by reporting late payments i was never late on because of their error. They also forged my fathers name on a mortgage document.
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This mortgage company PHH is charging a fee of XXXX that I dont know what is about. I know I tried to do a modification with a company name Owen but they sold my account to PHH. The modi never was approved they just love to take money and charge fee from customers like me
Company Response:
State: FL
Zip: 33604
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: . TIMELINE Our first Lender was with XXXX XXXX in XX/XX/XXXX for XXXX. Our interest rate was 11.625 % See Title ATTACHED. Ocwen XXXX XXXX XXXX, purchased our loan # XXXX on XX/XX/XXXX for XXXX. The amount of our initial payment on this note monthly was {$1100.00} to Ocwen XXXX XXXX XXXX, XXXX. XXXX XXXX, XXXX XXXX, CA XXXX until XX/XX/XXXX. HARDSHIP TO OCWEN XXXX XXXX This letter is to support our application for a loan modification that was approved XX/XX/XXXX by Ocwen XXXX XXXX. It was suppose to help us to get our mortgage payments back on track with an affordable mortgage. We have lived in our home for over 20 years and we want to work hard and keep it. We fell behind on our mortgage payments due to loss of income due to loss of my job of 16 years at XXXX. My husband was injured on the job filed a claim with L & I, Osha and I was fired. XXXX had to file for XXXX, and pension for the rest of his life. We had a very hard time dealing with our debts because we never had financial problems before. There were so many expenses and managing a home and family was hard. XXXX had been employed in the XXXX business for more than 20 years working inside a XXXX at XXXX where he was injured. He was XXXX XXXX on the job and filed a claim with L & I, and Osha. Immediately after my husband was fired he had to file for XXXX, and pension for the rest of his life. We accrued mountains of financial, medical bills and our credit history was destroyed. We had a very hard time dealing with our debts and lower income for two years until XXXX was granted XXXX XXXX. We applied for a application for assistance. We were placed in a Forbearance Plan where we accumulated excessive late fees, attorney fees, reoccurring foreclosures fees, fraud and homeowners abuse, unfair, deceptive practices like sub-prime lending, unprocessed modification and illegal threats of foreclosures Charging {$5000.00} down payments for modification only to be denied several times. Finally, we were given a LOAN MODIFICATION AGREEMENT on XX/XX/XXXX to begin on XX/XX/XXXX. We received a Notice of Assignment, Sale or Transfer of Servicing Rights Ocwen Loan Number XXXX to XXXX XXXX, XXXX effective XX/XX/XXXX, When Ocwen sold our loan pour principal balance was {$160000.00}. Ocwen XXXX XXXX now called, PPH Mortgage Services XXXX. XXXX XXXX XXXX, NJ XXXX # XXXX Ocwen XXXX XXXX added $ {$53000.00} to our loan and abusively continue to report our loan late In addition our credit history was DAMAGED by reporting us late. Ocwen XXXX sold our loan the charged excessive late fees, Continuously placing us in Forbearances that failed ; accrued fees attorney fees, hidden fees, and failing to report payments before selling our loan to, XXXX XXXX XXXX, GMAC Mortgage Co. XXXX , XXXX XXXX XXXX , XXXX XXXX XXXX . Finally, in XX/XX/XXXX our house went in Foreclosure. We were forced to file Chapter XXXX in order to save our home from widespread mortgage servicing issues ; failing to apply and report payments from Mortgage Company to mortgage company is abusive and unprofessional.
Company Response:
State: WA
Zip: 98404
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I asked my mortgage company to help me! My daughter was in a terrible accident she's in a XXXX. So I asked for a Modification, Terms of modification : 1. Lower your interest rate. 2. Reduce your mortgage balance 3.Lower your monthly payment amount. 4. Adjust your loan period. 5.Changing your loan type. 6. Qualify for harp assistants. which I don't. So they Doubled my payments and foreclosed on me. I am still on title and have the rears to pay, would like to be reinstated. Loan # XXXX Ocwen/PHH The trustee won't talk to me. XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, CA XXXX Please help with implementing the Moratorium on Foreclosures & Evections. Thanks, XXXX XXXX XXXX
Company Response:
State: CA
Zip: 95076
Submitted Via: Web
Date Sent: 2020-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX Consumer Financial Protection Bureau, I am in need of assistance. My homeowners insurance is not being paid in the amount of {$3500.00} since XX/XX/XXXX by my escrow account and now they have placed a forced insurance policy of {$2600.00} on my account. I am including e-mails from myself to my insurance agent for a timeline and review of what was happening. Also, all the documents that XXXX XXXXPHH has been sent. I am including my divorce decree and 3rd party authorization as well. When I first went to obtain new homeowners insurance, there needed to be an inspection which did not actually occur until XX/XX/XXXX so although the new policy was in effect from XX/XX/XXXX the billing and emails did not actually happen until XX/XX/XXXX. It came to light that this policy was not going to be the right policy and I switched to a different policy starting XX/XX/XXXX ( through XX/XX/XXXX ) but maintained continuous coverage. The problem : The deed of the house is in my name, xxxxx xxxxxxx, and the loan to the house is in xxxx xxxx name ( x-husband ). I have been divorced since XX/XX/XXXX and immediately had the deed put in my name. This has been a very frustrating experience and I have spoken to many people who are unaware of what to do. On XX/XX/XXXX I called XXXX XXXXPHH to clarify that the home now belonged to me and that I needed my homeowners insurance premium paid or they were threatening to cancel the policy on me. At the same time, XXXX XXXXPHH was sending threatening letters that they were going to add a forced insurance policy that the escrow would have to pay. The first 45 minutes of my call was with a gentlemen telling me that I had to assume the loan. I finally asked for his supervisor. While I was on hold waiting, I XXXX fixed rate mortgage assumption. The internet said a lot of loan interest fixed rate mortgage loans are not assumable. That was upsetting that the mortgage loan servicer was trying to send me a packet to fill out to assume a loan that he should have known was probably not assumable. I spoke to a supervisor and explained that I should be recognized on the loan and she said no, only the original borrower. Then I said that I had even signed a loan modification agreement in XXXX saying that I would be legally responsible for the debt since they used my income to approve the loan modification. I even spoke to that supervisors supervisor, nobody would help. At that point I asked what country and time it was. The person was in the XXXX and it was 5 am there ( middle of the afternoon where I was ). I gave up. Then I XXXX Fair Lending, the HUD handbook, as well as a few other things to find out a way to be recognized on the loan so I could get my homeowners insurance paid and not have another policy forced on me. I called XXXX at XXXX of XXXX Iowa XXXX, he is listed as a HUD approved counselor in XXXX XXXX where I live. He did not know what I should do. He gave me information to call the Iowa Attorney General office at XXXX which I did and left a message with xxx, an XXXX. I also called Making XXXX XXXX XXXX and spoke to xxx client id # XXXX under xxx xxxxx who gave me to xxx from XXXX XXXX, he told me that my loan modification agreement did not make me a borrower and was unable to help me resolve my problem. On XX/XX/XXXX I called xxxx xxxx, field office director for HUD XXXX. I was directed to HUD XXXX FHA at XXXX xxxHe escalated my claim to try and get help. I had no idea if the loan modification was FHA or not. I received a call back from xxxx at the Attorney Generals Office. She told me to get the loan into my name as soon as possible because the homeowners insurance had to also be in xxxx name since he was listed on the loan. She made me feel like I was trying to scam someone. I have paid my mortgage on time every month for years because we had come close to losing our home and it was very stressful! I was trying to get recognized as a party to the loan and she did not know how to help me. Due to my call with xxxxx, I spent the weekend ( XXXX XXXX ) getting balances for every credit card, loan, and student loans that I had to pay. I then used some money to pay down some debt to figure out if I might be able to refinance the house into my name. I have too high a debt to income ratio to qualify. I am currently helping XXXX of my children financially to attend college. I had hoped to pay off all of my credit cards but I recently had a roof leak and the quote to fix it is $ XXXX, my daughters car broke down due to the engine and I had to buy her a different one so she can drive back and forth to the XXXX college 10 miles away. I am just simply unable to do a refinance at this time. Again, I pay everything on-time every month. On XX/XX/XXXX I sent two letters to XXXX XXXXPHH regarding my homeowners insurance and getting it paid. They had already been sent proof of insurance on XX/XX/XXXX but sent me a letter says the insurance was not in XXXX name, the original borrower, so they would not accept it. I sent additional information. After more emails with my insurance agent I sent in my 3rd party authorization form to FHA to try to determine the type of loan modification. I was being told it was only a piece of papera formand meant nothing. It could not help me be recognized on the loan. They sent an email back with additional information. That is how I found the CFPB. On XX/XX/XXXX I called XXXX XXXX/PHH to find out if they had received my letters that I sent out on XX/XX/XXXX and possibly had made some changes to my account. They had not and I was informed that the insurance made a payout to XXXX XXXX Co on XXXX in the amount of {$880.00}. This is not my insurance company. Before I called I had looked on the CFPB website and saw the successor in interest ruling in XXXX. When speaking to the gentlemen I asked him why they never told me about this and why I am not recognized as a successor in interest and he had no idea what I was talking about. He said he would send me a packet to fill out. When I asked what the package was he said is was to assume the loan. I told him no that is not what I am doing. He had to put me on hold then came back and said he would send me a letter and it was computer generated so it would be XXXX business days before I would receive the letter saying what I needed to send in. I asked if there was someone there that could read it to me so I could send whatever information that they needed today because I owed almost {$3600.00} and it was very overdue. He said no. He put me on hold for XXXX minutes waiting to talk to the Homeowners insurance department to find out what the {$880.00} was. I hung up and called back and was on hold for another hour and a half until a message came on and said that they were sorry they could not connect me to a representative and they hung up. At this point, I feel that you are my last hope to resolve this situation. With the successor in interest information on your site, I believe that I qualify. I received my home in my divorce ( divorce decree p 5 of 6, part 7, second paragraph ). It also says that I should not have had to actually say the specific words successor in interest for the mortgage servicer to help me. They should have sent out a packet of information to confirm me when my insurance agent sent them a copy of the county tax site online that listed me as the owner of the home and her explanation that I received it through a divorce back on XX/XX/XXXX. Had they done that, I would not have been forced to pay for an insurance policy in my x-husband name and my insurance policy would have been recognized and paid in a timely manner. Please help me to obtain successor in interest status with my mortgage servicer so that they will recognize me on the loan and pay my insurance bill. Please help me get the forced insurance removed and any portion usedreturned as they did not follow the rules/guidelines. I could have been confirmed prior to a forced insurance policy had they followed the rules. Thank you for your assistance,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage is charging a {$7300.00} inspection fee which never took place and there is no documentation of this fraudulent assessed expense. PHH Mortgage will not allow an accurate pay off quote and payment Information. When called, we are getting non compliance and payments are not being applied to this account. We suspect PHH is committing inappropriate activities which the company has been accused of in XXXX XXXX and recently settled a case in XX/XX/XXXX. 1. Offered for settlement {$8600.00} Owed {$8600.00} 2. Principal {$570.00} 3. Interest {$100.00} 4. Total Payment {$680.00} What PHH Wants 1. Monthly Payment Of {$17000.00} 2. Fraudulent Inspection Fee Of {$7300.00} XXXX XXXX XXXX XXXX
Company Response:
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2020-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 1. I have been going back and forth with my mortgage company ( PHH Mortgage ) regarding a loan modification. 2. PHH have said I did not pay XX/XX/2019 and XX/XX/2019 mortgage payments. 3. They did not listen to the phone recorded conversation with XXXX XXXX XXXX about being able to send in the loan payment if I received the approved loan form after the due date. 4. PHH claimed they made a phone call to me on XX/XX/2019 regarding the loan modification and they did NOT! 5. Currently, due to the coronavirus, I was told today that I may be laid off of work until things pick back up. I faxed them a copy of my bank statements on XX/XX/2019 showing proof of payment along with the loan modification application, income documents and debts. Due to months of going back and forth, so much time has passed that PHH is not considering me for a loan modification. If PHH would have reviewed the loan modification documents I sent in they would have seen those payments they claimed were missed were paid. If they would listen to the recorded phone conversation between XXXX and myself they would heard that I asked if I would be able to submit the payment after the due date since the form was sent to me late. Payments from XXXX until present were not made due to PHH was not accepting payments from me for the loan modificatio. This is no fault of mine for PHH mortgage not to accept my payments that has now caused me to be at a negative NPV for all the months that has passed. PHH is the caused of me being at a negative NPV for not accepting my payments towards the loan modification that I was approved for.
Company Response:
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2020-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have 2 mortgages with PHH Mortgage on two 3-family homes. That is my life savings/retirement plan and I am XXXX years old. Due to the COVID-19 virus, most or all of my tenants have been laid off and will not be able to pay their rent, which means I won't be able to pay my mortgages. I called PHH and the ONLY thing they can offer is a 3 month forbearance. On the 4th month I would have to pay all 4 months of rent. This is not helpful! None of my tenants will be able make up the rents, therefore, I won't be able to pay the 4 months of mortgage payments. This is a program I can not sign onto which means I can't pay my monthly mortgage, my credit score will significantly drop and I might lose my properties. Also, I have no idea if things will be better in 3-4 months. No one does. On a further note, my wife and I started a new business 1 year ago last week. It was doing great! Due to the corona virus our business dropped way off and we had to lay off all of our XXXX employees, which is heartbreaking for us. In addition, we no longer have any income from this business. I'm afraid we will lose everything. I'd appreciate any feedback or assistance you can provide. I'm sure I'm in the same boat as millions of other people.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2020-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A