Date Received: 2023-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage services my loan initiated in XX/XX/XXXX. Since then, this company has shown inability to provide basic management services. In XXXX, the company was not aware of their responsibility to pay my property taxes ; this was reflected in an uncharacteristically large refund in XX/XX/XXXX and lowering of my monthly payment by almost {$700.00}. At this time, I did not know that this resulted from PHH somehow determining that I would not pay property taxes in XXXX when I clearly had paid my XXXX taxes. I did my due diligence and attempted to contact PHH several times to validate the reasoning for this dramatic change in monthly payment, but each PHH agent could only tell me that it was due to the refunded surplus. One agent suggested that I was exempt from property taxes, which I corrected, asserting that I have never communicated such information to PHH. In XX/XX/XXXX, I received a tax levy for my property. After submitting an inquiry asking when my property taxes would be disbursed, PHH informed me that " my account was not escrowed for property taxes. '' This is simply incorrect, and my original loan paperwork confirms that the loan, like almost all mortgages, is escrowed for property taxes. I had to submit three inquiries before PHH finally disbursed only half of my property taxes, incurring a late fee. Additionally, in XX/XX/XXXX I received notification that due to the escrow shortage, my monthly payment would increase by almost {$800.00}. If PHH had done their basic due diligence, I wouldn't have had to accommodate two such drastic monthly payment changes within 4 months. In addition, PHH has yet to disburse the rest of my property taxes as of XX/XX/XXXX. I don't know what escrow company has trouble understanding that property taxes must be paid. I have never provided any information indicating that I am exempt from property taxes, especially in the timeframe between XXXX and XXXX. I have spent hours attempting to receive answers from PHH, either by telephone or email, all because I want to ensure that my accounts are financially sound. They are even unable to process and communicate basic changes ; I submitted paperwork for a direct deposit change in XX/XX/XXXX and again in XX/XX/XXXX and have yet to receive any intent to process the requested change. The company simply chooses not to answer when they have to provide more than basic information. I am frustrated and at the end of my rope with a company that can not follow basic guidelines in servicing a loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21230
Submitted Via: Web
Date Sent: 2023-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: After needing my roof replaced, XXXX a claim was submitted to my insurance XXXX They settled the claim & all funds were disbursed to the contractor in full. There was, however a small amount of damage to interior bedrooms.XXXX sent money to cover repairing this damage to the mortgage co. PHH . Initially, I was to have a contractor repair this damage, after the roof was replaced, however he became ill & could not do this work. At this time I proceeded to repair all the damaged rooms myself, & informed PHH once it was completed so that they could have it inspected before releasing the remaining funds. They requested a document from the contractor explaining why he was unable to do the work. On multiple occasions I faxed PHH this information & was told the funds would be sent to me. After calling multiple times, I was told by different people in the resolution team that it was cleared for payment, after the management team okd it. I have spent many hours on the phone trying know what they need to finalize this matter but can not receive a return call All funds have been disbursed since end of XXXX & I need to finalize this.
Company Response:
State: NJ
Zip: 08003
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Modification approved XXXX but my ex girlfriend stole mail last 3 years have no po box anymore now sale XXXX resubmit modification! Only address should be XXXX XXXX XXXX XXXX NY XXXX
Company Response:
State: NY
Zip: 11704
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX I had XXXX XXXX and would miss thre months of work. In XXXX XXXX I called PHH to inform them and to see what we could work out. I spoke to a man named XXXX and he said they could do a forebearance and move three months worth of payments onto the back end of the loan. He said my first regular payment would be due on XX/XX/XXXX. I was able to rersume making payments beginning with the XX/XX/XXXX payment, and it was on time. A few months later I started getting mail from them about help paying my mortgage and possible refinancing. I ignored them because the situation had already been taken care of. After a while I got tired of receiving these mailings that started sounding threatenting, so I called them. I spoke with XXXX, employee # XXXX, and she said I was behind a few months. I told about my conversation with XXXX and she said that they can't do a forebearance on FHA loans. I told her that's not what XXXX said. She didn't care and said that I had to pay the overdue amounts. On XX/XX/XXXX I FAXed a Mortgage Assistance Application to them. On XX/XX/XXXX I received their decision stating that my account does not qualify for Mortgage Assistance. From thgeir review : " FHA special forebearance -- unemployment -- non-approved -- As a result of your recent employment you are no longer eligible to continue participating i this program '' and " Forebearnce Type 1 ( informal/formal ) -- non-approved -- The hardship reason provided on your applicatrion has been resolved. '' NO KIDDING to both. I'm not talking about having trouble making regular payments NOW, I'm talking about a forebearance that a PHH employee told me was DO-ABLE back in XXXX XXXX. I started making payments again ON TIME as per our agreement. Now they are saying thart my only options are a short sale or deed-in-lieu of foreclosure. I WANT TO KEEP MY HOUSE! It's not my fault if one of their trained employees told me the wrong information. I acted in good faith going by what he told me. And now they are threatening to take my house ... and they've only given me one week to respond! ( I only received their response a few days ago. ) Also, I'm about seven years out from a bankruptcy ( the house was listed on it ), so can they actually do this to me? ( I mentioned this to an attorney and he said PHH is notorious for bullying homeowners. )
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Loan Servicing won't return my escrow refund. Account # XXXX Property Address : XXXX XXXX XXXX XXXX XXXX, FL XXXX I called them on XX/XX/XXXX asking for my refund on a loan that was paid off on XX/XX/XXXX. I was told they had 20 business day from the pay off to mail XXXX a check ( XX/XX/XXXX ). I called on XX/XX/XXXX and asked about my refund. Agent ID XXXX told me the check had been mailed on XX/XX/XXXX. I questioned that b/c I called on XX/XX/XXXX and was told it would take a full 20 business days after my loan was PIF. I was routed to an escalation manager Agent ID XXXX who said they would over night me a check and he would call me to update me. I received no call back. I called today XX/XX/XXXX and was told by Escalation Manager XXXX that PHH had 60 days from the date of loan pay off to send me a refund check. I said that is simply not true. That I had in fact checked and the first operator that I spoke to on XX/XX/XXXX was correct. They told me they would not send me a refund check until a full investigation had been completed to locate the check. I said " full investigation? You just see if the check has cleared. They won't send me a new check. I have call logs on my phone showing when I called and how long I was on the phone.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX I reached out in order to find out why my monthly payment had dropped when my loan was transferred over to PHH Mortgage from XXXX XXXX XXXX. When I signed my paperwork on XX/XX/XXXX the agreed upon payment was {$1600.00}, however when my account was transferred to PHH my monthly payment was set to {$1400.00} which had landed me short for my escrow account at the end of the year in XXXX by {$1800.00} After calling customer service at PHH they were unable to give me a justification of why this adjustment has been made.
Company Response:
State: MO
Zip: 64083
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent PHH Mortgage {$100000.00} payment, which they lost and said they never received. I contact my bank ( Chase ) and obtained proof of payment & receipt, which I sent to PHH Mortgage. After seven days, they finally found my payment and applied it to my loan. Then they tried to take some of the money and apply it towards the next month 's monthly mortgage payment, which wasn't owed yet. After multiple calls and waiting days, they finally reversed the extra mortgage payment and applied my overpayments to my principle. After getting my principle credited, I requested a payoff quote and sent in the final payment that same day. They received my payment, but won't apply it to my outstanding loan balance. Now the first of the month has rolled around again and they're saying I owe them another mortgage payment. I've already paid them all the money owed. Please assist.
Company Response:
State: AZ
Zip: 864XX
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a XXXX hardship, and requested a forbearance on my XXXX XXXX owned loan. XXXX XXXX policy is that the initial forbearance time period can be up to 180 days. PHH refused to allow my request for 180 day forbearance, and insisted that all they could do is a 90 day forbearance. I asked to speak to a manager, and the manager also insisted that the initial forbearance period could only be 90 days. They had no explanation for why they weren't following the policy of the owner of the loan. PHH is refusing to follow their investor guidance from XXXX XXXX, and is making up a confusing and frustrating policy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH Mortgage Services XXXX XXXX XXXX XXXX, NJ XXXX Subject : URGENT Notice of Error - Dual Tracking and Request for Immediate Sale Cancellation Dear PHH, I am writing to you with profound concern and urgency as an heir to my late parent 's reverse mortgaged property, which is currently serviced by PHH. This notice of error pertains to the impending foreclosure sale scheduled for Tuesday, XX/XX/2023, and the distressing dual tracking practices pursued by your institution. Despite receiving a conditional approval for the reverse mortgage short sale, you have claimed that a final approval can not be provided within seven days or less of the current scheduled sale date. As you are aware, I have diligently adhered to the conditions of the conditional approval, which in turn enabled me to secure a buyer who has already taken significant steps towards completing the short sale transaction. This committed buyer has promptly deposited funds in escrow with the title agent, demonstrating their genuine intent and readiness to proceed with the closing. However, to my deep concern, the foreclosure sale has not been canceled indefinitely, despite your ability under 12 CFR 1024.35 ( i ) to do so to rectify any errors and comply with the law. This has caused severe damages and injuries as a confirmed successor in interest. As a direct result of the impending foreclosure sale that has not been canceled, I am facing the inability to complete the loss mitigation short sale transaction. This puts immense strain on both my financial stability and emotional well-being. The continuation of the foreclosure sale while the short sale process is ongoing points to concerning dual tracking practices employed by PHH. I must stress that this behavior is strictly prohibited under the applicable regulations ( 12 CFR 1024.41 ). Dual tracking during the entire loss mitigation process exacerbates the already dire situation and raises serious concerns about PHH 's compliance with the law. The potential fallout from PHH 's actions is deeply concerning, as they may lead to significant financial liability on the part of your institution. I must emphasize that the regulations under 12 CFR 1024.35 ( i ) explicitly afford you the ability to cancel the sale indefinitely to resolve these errors and comply with the law. I implore you, with the utmost seriousness and urgency, to immediately cancel the foreclosure sale scheduled for Tuesday, XX/XX/2023, and cease any further dual tracking activities. Failure to take immediate action will not only exacerbate the already dire situation but also highlight the severe liability PHH is facing for non-compliance with the applicable regulations under 12 CFR 1024.35 ( h ) and 12 CFR 1024.41 ( f ). As an heir and confirmed successor in interest, I am fully aware of my private right of action under these regulations. I expect PHH to take immediate corrective measures to rectify these violations and protect my rights. I demand a written response within the timeframe set by the regulations, confirming the indefinite cancellation of the foreclosure sale and providing clear details of the remedial actions undertaken to address these errors and cease dual tracking practices. Please be advised that this Notice of Error serves as a formal record of the egregious dual tracking practices employed by PHH and the urgency for resolution. The potential consequences of non-compliance are severe, and I hope this letter promotes swift and decisive action from any human involved in reading it. Time is of the essence, and I look forward to your immediate response, displaying a genuine commitment to resolve these issues promptly and responsibly. Sincerely, XXXX XXXX ( Heir and Confirmed XXXX in Interest )
Company Response:
State: FL
Zip: 33160
Submitted Via: Web
Date Sent: 2023-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In a previous complaint filed with CFPB # XXXX PHH Mortgage responded they have no recollection of receiving a payment of {$4200.00} from the Bankruptcy Court! I have provided documentation from the court as well as PHH own document showing they received the payment. This response is not a final response to PHH regarding our previous complaint. Further review of their provided documentation is necessitated as we believe payments made from the suspense account where not correctly documented by them. We will also be reaching out to our CPA/Forensic Accountant within this time period to further assess the accuracy of their accounting methods!
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A