Date Received: 2020-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This has been the most frustrating attempt to rectify a simple to fix misunderstanding. PHH Mortgage bought my mortgage from XXXX XXXX in XX/XX/XXXX ( I am still uncertain of the exact date ). I was unaware of this situation and continued to pay my original mortgage company. XXXX transferred 1-3 payments automatically to PHH. They stopped this practice for XXXX. I continued to pay my old mortgage and was unaware they had sold it until XX/XX/XXXX, when I had one of my old checks returned to my account. Since finding this out in XX/XX/XXXX, I have been trying to work with PHH to rectify. PHH has assessed me multiple late payments for the original 'late ' payments from XXXX and XXXX. They also reported these incidents to the credit bureaus which has caused damage to my credit. I can prove to them that I was unaware of this transfer of my mortgage as my bank statements show me paying the original loan through XX/XX/XXXX, and that I paid it on time for all two-and-a-half years. I have since started paying PHH with myXX/XX/XXXX-XX/XX/XXXX monthly mortgage payments. I only owe them for XX/XX/XXXX and XX/XX/XXXX. The reason this has been so difficult is that this company is very decentralized and not setup to actually help their customers. I started calling them immediately to fix the problem. During the beginning of XX/XX/XXXX their phone lines were so busy that you would wait on hold for 35 minutes until, each time, the call automatically disconnects at this time frame ( I attempted to call nine times ). I sent two emails to their customer service email and never heard a response back ; one of the emails bounced back stating their incoming system was unable to receive emails. It wasn't until I left a complaint online that a person from an XXXX call center called me to fix the problem. All but one of my conversations have gone through the call center but none of the people here have the power to solve any problems. All they can do is ask for money. I was finally told to fax ( because they can not use emails ) my proof to a certain number. I faxed this on three days ( XX/XX/XXXX and XX/XX/XXXX ). The PHH call center still calls me weekly to ask for my money and each person I talk to can not help. PHH is also sending me letters stating that an agent has been assigned to my case and I can call them at a number to talk, but the number goes to the same call agency and they cant even connect me to the person in the letter. Finally, on XX/XX/XXXX, someone from their call center called me and, when going through the same conversation again, told me that they had accidentally given me the number to the wrong office and then gave me a new one. I faxed this new number the attached letter on XX/XX/XXXX. I still owe PHH the original two mortgage statements, and I have the money to pay them. The reason I have not paid them is because I had hoped it would get them to work with me AND the fact that the only people I can talk to only have the power to ask for money, my fear in paying them is that I would no longer have anyone calling me which is the only connection I can get to speak to anyone at this company. The final piece that REALLY concerns me is that this company is still allowed to conduct business. If you read all of the complaints online, the company is littered with a myriad of negative comment all similar to the lack of customer service/help.. Their XXXX rating is ONE STAR with an F rating. How is that possible? Please help me to fix this problem.
Company Response:
State: CA
Zip: 94550
Submitted Via: Web
Date Sent: 2020-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband and I are both XXXX XXXX and neither of us has any income at all due to the corona virus. We contacted our lender to ask for temporary forbearance, but they are telling us they will offer a 3 month forbearance and then the entire amount needs to be paid at the end of 3 months. How is this fair? If we end up being out of work for the full 3 months, are we supposed to perform a magic trick and instantly come up with the money in 3 months? Isn't it more fair to add the payments to the back end of the loan? That is what we are requesting.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2020-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2020, I called PHH Mortgage Corporation from the number posted on their website to postpone my mortgage payment for a few months because my husband and I are affected by the Coronavirus ( Covid19 ) lockdown in XXXX XXXX, California. My mortgage payment is current and our payments have been on time every month for over ten years. The representative ( XXXX ) who answered the phone stated that she could " freeze '' our mortgage payments for three months ; however, on XX/XX/2020, we will have to pay {$14000.00}. Our regular monthly payment is {$3600.00}. I asked the representative if there were any other solutions, and the representative said, " No. '' She didn't even ask for any financial information about our current situation. I told the representative I decline, and I did not freeze my mortgage account. This one solution obviously defeats the purpose of natural disaster relief during the crisis affecting the country right now. My husband who is self-employed can not work because of the " Safe at Home '' lockdown right now. Is there any way you can help or encourage PHH Mortgage Corporation to come up with a solution that makes sense during this crisis? It obviously doesn't make financial sense to put our mortgage into possible foreclosure in XXXX by freezing our account now.
Company Response:
State: CA
Zip: 90278
Submitted Via: Web
Date Sent: 2020-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: XXXX which is doing business as PHH Mortgage Services, Located at XXXX XXXX XXXX, XXXX XXXX, NJ XXXX provided me with a notice of pending foreclosure action set for XX/XX/XXXX. See Exhibits 1 & 2 Attached. PHH Mortgage assigned XXXX XXXX XXXX to act on their behalf to conduct the non-judicial foreclosure sale. In good faith, I am on the mortgage and I have been working since XX/XX/XXXX with all parties to request an alternative to foreclosure via a short sale or loan modification. All requests have been denied. I believe my request should be reasonable, because I have resolved my income issues, where I am XXXX and I have the ability to pay. Despite this fact, PHH Mortgage has told me that they do have a program in which I fit under their guideline for a loan modification even if I can pay more than double the monthly payment amount. My loan is not owned by neither XXXX XXXX nor by XXXX XXXX. My loan is not a Government Guaranteed loan under FHA nor VA. My loan was made as a conventional loan back in XXXX. I am XXXX ( XXXX ) years old and my wife is XXXX. XXXX/ PHH is not offering us any abatement due to the declared National Emergency Act, established by President Donald J. Trump . Therefore, even though FHA and HUD 's made public policy statements on XX/XX/XXXX announcements for Foreclosure Abatement, my Servicer have made no plans to honor the National Emergency due to the Coronavirus for any additional time. At issue is that I have submitted a Short Sale Package through XXXX XXXX XXXX, where bona fide realtors, XXXX XXXX and XXXX XXXX have found a buyer and have listed the home for a short sale as an alternative to foreclosure. PHH and their law firm XXXX XXXX has told me on two occasions that they have no plans to remove the property from XX/XX/XXXX non-judical auction. Particularly, PHH is not allowing for more time to be granted, so that, the pending Short Sale offer can be fully reviewed and granted. See Short Sale Exhibits. We believe that XXXX/PHH Mortgage Services is not acting in good faith in providing us with an alternative to foreclosure. The points that are most troublesome are the following facts : 1. On XX/XX/XXXX, XX/XX/XXXX " Consumer Financial Protection Bureau Director XXXX XXXX XXXX made the following statement today after the U.S. Department of Housing and Urban Development and the Federal Housing Finance Agency announced a moratorium on foreclosures and evictions : " The actions taken today by HUD and FHFA are timely and an important step in providing assurance to consumers. I commend my colleagues at HUD and FHFA for being proactive on this issue and providing Americans with much needed peace of mind during this uncertain time. " Earlier this month, the Bureau, along with our Federal and State partners, encouraged financial institutions to work with their customers affected by the coronavirus. Consumers first stop in the face of hardship is with their creditors and their financial institutions, so our message was important for regulated entities to hear ... ..For consumers, the Bureau continues our work to protect them in the financial marketplace. We have released resources for consumers to understand issues that may arise as a result of COVID-19, including information on how to protect their finances and how to submit complaints. Our team is ready to help consumers resolve issues with their financial services providers who submit a complaint through our consumer complaint system. '' It appears that XXXX XXXX/PHH Mortgage Services are deliberately ignoring our call to abate the pending foreclosure sale that affects us at the worst possible time. 2. We are senior and XXXX citizens. XXXX XXXX/PHH Mortgage Services are trying to force us into bankruptcy as our only alternative to stay the sale. The bankruptcy would be disastrous to our livelihood, among other things.
Company Response:
State: GA
Zip: 30044
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have my mortgage through PHH since 2003 and have always had my taxes escrowed. Never any issues until now as I recieved notice from the courthouse early XXXX that my taxes were not paid ... contacted PHH several times and they give me the run around ask me to fax that letter from the courthouse which I have now 4 times each time they say they didnt receive it and wont help me.
Company Response:
State: PA
Zip: 17044
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: While the world is topsy turvy due to the Coronavirus pandemic, I have reached out to PHH Mortgage about solutions to help homeowners during this time. While other mortgage companies are pausing mortgage payments and offering forbearance to customers during this difficult time, PHH 's solution to their customers is to offer customers an opportunity to pause their payments for three months, those payments will become due in XXXX, along with the XXXX monthly payment. I feel this is irresponsible on the part of PHH and actually outs the homeowner in even more difficult circumstances, which will put homeowners like me on the path to foreclosure. I am XXXX-XXXX XXXX XXXX XXXX and I anticipate that the next three months are going to be brutal for me ( as well as other small businesses like myself ). Having to come up with four mortgage payments by XXXX is not a solution to this crisis that our nation and world is going through. XXXX XXXX XXXX and other mortgage holders have paused mortgage payments and evictions and foreclosures have been halted. PHH - in its infinite lack of wisdom - is doing a disservice to its customers and should be ashamed of themselves. In the meantime, federal regulators - XXXX XXXX and XXXX XXXX - have encouraged lenders to offer homeowners, who have lost income or their jobs because of the coronavirus outbreak, an opportunity to reduce or suspend their mortgage payments Homeowners who have lost income or their jobs because of the coronavirus outbreak are getting some relief. Depending on their situation, they should be eligible to have their mortgage payments reduced or suspended for up to 12 months. Federal regulators who cover about half of all home loans in the U.S. those guaranteed by XXXX and XXXX - did so expecting that the entire mortgage industry will quickly adopt a similar policy. Unfortunately, most private mortgage companies have not done so - they have been as slow as recognizing the severity of this pandemic as most of the world has. According to XXXX XXXX ( XX/XX/2020 ), several banks have announced plans, some of bad as PHH 's lack of responsiveness, while others, like XXXX XXXX XXXX are suspending mortgage payments during this time. Lenders COVID-19 plans Here 's a rundown of how various mortgage lenders are taking action : XXXX XXXX : Representatives from the bank said help is available for XXXX mortgage customers who have been affected by the virus. The company advised that borrowers reach out as soon as possible to discuss forbearance options. Customers can seek help by visiting its website for additional help, the bank said. XXXX XXXX : The bank said it is providing assistance, including fee waivers, payment deferrals and other expanded assistance for credit card, auto, mortgage, small business and personal lending customers. If you need assistance, customers can call XXXX to speak with a specialist to discuss options available for their consumer lending. The bank has a number of existing options available to help mortgage customers address short- or longer-term financial changes that may impact their ability to keep up with their monthly mortgage payments. They said they need to talk with customers directly to understand their circumstances and identify the best way to help them. XXXX XXXX XXXX : Borrowers can request deferring their mortgage payments, with payments added to the end of the loan. The bank has also paused foreclosure sales, evictions and repossessions. Clients facing financial hardships related to the virus are encouraged to visit the companys Client Resources website and contact the client services team for assistance. XXXX XXXX XXXX : The lender is offering the following programs for our consumer and business customers facing financial hardship related to the virus. They have a mortgage and home equity program where they are offering a 90-day payment forbearance with no late fees. To participate in the programs, customers will need to contact XXXX XXXX. XXXX XXXX : Existing mortgage customers will be allowed to defer payment for up to 120 days. No late fees will be charged ; interest will accrue. Contact XXXX XXXX XXXX Customer Care at XXXX. XXXX XXXX : The bank is working with personal and small business banking customers on a case-by-case basis to provide solutions due to any pay issues, childcare disruptions or those facing illness from the virus. The support includes up to a six-month payment deferral for mortgages. XXXX : This regional bank, which serves customers in New Jersey and the metro areas around XXXX and XXXX XXXX XXXX, will defer some loan payments for a variety of businesses and individuals. Restaurants that have to shut down in the wake of the coronavirus outbreak can defer their payments, both principal and interest, for 90 days. They could also seek additional financing of up to {$200000.00}. Please consider this a formal complaint against PHH Mortgage and its practices in the face of this difficult time. XXXX XXXX XXXX XXXX XXXX XXXX Washington DC XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2020-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 I made a regular payment for XXXX by phone to my HELOC lender PHH # XXXX. On XX/XX/2020 my lender applied my entire payment to principal and then claimed I was late with the XXXX payment. I called to get the problem corrected. After speaking with their agent I was sent a letter dated XX/XX/2020, by PHH that read that I had made a late payment. Attached is copy of the payment statement and the XX/XX/XXXX letter. My complaint is that PHH has made a false record of their misapplication of my payments. This the second time that they have done this ; Case Number XXXX / Regulatory Case ID XXXX, attached.
Company Response:
State: CA
Zip: 91784
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH Mortgage Corporation violates Dodd-Frank Act an other statutes. PHH Mortgage Corporation continues to practice unsafe and unsound practices relating to the foreclosure and sale of my residential home. MERS was the original servicer on my home. Then during the foreclosure process, XXXX XXXX sold my mortgage to PHH Mortgage Corporation. This bait and switch practice has left me confused as to who has foreclosed on my home. The bait and switch has also applied to the legal counsel. The first attorneys were XXXX XXXX XXXX XXXX XXXX XXXX XXXX and now XXXX, XXXX XXXX XXXX, XXXX has sent a Notice To Quit Premises demanding that we vacate our home in 10 days. There is no note and MERS has mishandled the mortgage foreclosure process. The services have foreclosed on the home without a note and has no " standing '' to foreclose on my home. MERS is continuing to violate the Dodd-Frank Act. Please fight for us as I do not know what servicer or attorney to fight. My home has already been illegally stolen from me and now I am forced into XXXX. I am XXXX and I deserve justice and due process of the law.
Company Response:
State: NY
Zip: 11727
Submitted Via: Web
Date Sent: 2020-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX RE : Property : XXXX XXXX XXXX, XXXX, XXXX XXXX Borrowers : XXXX XXXX XXXX Creditor : XXXX XXXX XXXX XXXX Servicer : PHH Mortgage I have been turned down for a loan modification that started on XX/XX/XXXX. When all this started I had the ability to make two payments at a time to bring the account up to date. I asked about PHH 's Repayment Plan : Which reads, An agreement that allows you to repay delinquent payments over an agreed number of installments or time from. PHH would not allow me this opportunity. I have emailed out four different request for information and had countless conversations with PHH employees. This has been the most painful process I have ever endured. They request more information, I send it immediately. I hear nothing for an avereage of two weeks. I get another phone call. Mr. XXXX we need one more piece of information from you. I immediately sent the information. Two weeks later, again. Mr. XXXX we need you to verify a {$610.00} income you have. I infomed the employee it is on my taxes {$610.00}. Yes but we need you to explain in writing this to us. I do as said and sent a signed letter. Two weeks later, I get another call. Mr. XXXX we need to know what the {$400.00} from XXXX XXXX XXXX XXXX XXXX is. I explained to the employee this is the bi-weekly rent payment on the house. I explained that in my second email to you with the bank statement you asked for from the start. The house is paying for itself. Just like the information you requested about the {$610.00}. Its in there as income. Why do you need to know where it came from? Therfore my predicament is this. Since XX/XX/XXXX PHH has prolonged the process until now my renters got a foreclosure letter delivered to the XXXX XXXX XXXX XXXX, Va. Address. They subseqently left and now my ability to make two paymnets is impossible. PHH was unwilling to work with me in the way that I could afford. I was just getting out of bankruptcy. My case was completed on XX/XX/XXXX. The Trustee Mr. XXXX XXXX did not sign the discharge until XX/XX/XXXX. I personally didnt receive my hard copy until XX/XX/XXXX, which is three days before I started negotiations with PHH. I shoud not be punished because I could not speak with PHH during my bankruptcy, because that is the law. As I did with OCWEN, when I never missed a paymeny I did not ignore my responsibility as I tried repeatedly to sign up for auto draft in XXXX and XX/XX/XXXX. Both times I was told it was glitch in crossover of the two companies. I finally asked for a supervisor the third time. It was then I was informed PHH will not take auto drafts from people in bankruptcy. I said then tell me what I owe and what I am behind, and I will make up for it in, checks. Their answer was, we cant talk to anyone in bankruptcy. I informed the employee. This account is not a part of the bankruptcy. I left you all out of the bankruptcy. They said they still cant tell me. They did say you can go ahead and send checks. Now, would you feel comfortable with sending a check to an entity which does not allow auto draft and cant give me any specifics about my loan, and has a history like PHH? My point to be taken is : Please refer to " Additional Legal Disclosures '' Provided by PHH. OCWEN/PHH were not included in my bankruptcy I continued my house payments to OCWEN with auto draft. The last sentence under Notice Regarding Bankruptcy : States if the account is in active Chapter XXXX, XXXX, or XXXX bankruptcy case and an Order for relief from the Automatic Stay not been issued, the account holders should continue to make payments in accordance with the plan. I attempted on three occasions the make payments in accordance with the plan. PHH Customer Service informed me, because I was in bankruptcy I could not use auto draft. My understanding is the account was not under bankruptcy. Therefore I should have had access to auto draft and requested information for payments in accordance and information to my account. If I would have had access to my account records I would not be in this terrible mess. No bank would give me the initial {$10000.00} credit they asked for in XXXX. Once my bankruptcy discharged was received I tried to get a loan. After my bankruptcy was discharged two banks, XXXX XXXX XXXX XXXX and XXXX XXXX re-entered remaining money to the three credit bureaus after my discharge date of said bankruptcy agreement. This put my credit below 620. I am can send the letters and the same information I sent the banks and sent XXXX, XXXX, and XXXX. The point of this letter is to show just how much PHH has not worked with me, how much they dont care if I keep the home or not. Everything I sent to PHH I am can send. I am looking for the reason why my loan modification would take so long, and be denied? Signed Sincerely, XXXX XXXX XXXX XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 242XX
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During this Hardship of the Coronavirus i contacted my mortgage company to ask for a Deferment and they said whatever month i don't pay it would double the amount the next month weather i am out of working or not. I explained how was able to do that if i was not working and when i was working i was only capable of paying for just one month. Basically they said it doesn't matter accept it or don't that is all we are offering.
Company Response:
State: GA
Zip: 30157
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A