Date Received: 2020-02-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Im never late with no miss payments, perfect tract record. Mortgage due XXXX of mo. XX/XX/XXXX received an increased mortgage payment options due to another shortage in escrow acct. 3rd year in a row ( taxes and insurance barely increased ) Increased over $ 120.59mo I battled with company to find out why because it seemed unjustified until XXXX and accepted their decision saying it was correct. Paid new amount {$2400.00} for XXXX payment, turned out to be wrong amount. ( no message or letter saying it was wrong ) Paid same new amount {$2400.00} for XXXX payment then I sent an additional {$65.00} amt to increase it ( before XXXX ) because I figured out it was wrong ( turns out it was still not enough ) ( again no message or letter saying it was wrong ) Received bill for XXXX showing a huge amount due. And received a letter saying if Im having problems please contact them. Seemed weird so I called to make sure this wasn't just a common letter to everyone. Well turns out it wasn't!! After over 2hrs on the phone, not only were my payments wrong, the mortgage company charges me 2 late payments and applied my XXXX payment to the escrow deficit without my permission or knowledge!!! They have apologized and reversed everything so they say but if I had not pushed the issue, I dont know what would have happened to my loan without great trouble to my credit, housing cost and loan status. I am writing this to make sure an oversight committee reviews their records of mistakes and escrow holdings and use because this is very serious.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30342
Submitted Via: Web
Date Sent: 2020-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I missed a payment with PHH and setup a payment plan after at least 4-5 calls with them. I had to go through a 20 min interview to get on the plan. I explained to them that I needed the due date to be closer to the end of the month and they said they would change it. When I call to make a payment, sometimes it goes through other times I am told the payment can not be processed and to speak to a representative This passed week, i called several times on Thursday, Friday and Saturday to make the payment. Thursday the line was on hold for over 40 mins so I had to hang up. Friday i was disconnected twice and told I could make the payment online. My account online was frozen so i couldn't make the payment. I called today was on hold for 40 mins and the CSR refused to transfer me to a manager. I paid my usual amount but am not sure if the reported me as late or canceled my plan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: 60618
Submitted Via: Web
Date Sent: 2020-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH LN XXXX XXXX XXXX XXXX , XXXX CA XXXX XXXX XXXX XXXX XXXX PHH has an open loss mitigation review for this short sale, yet there is an active foreclosure date. We have explained to them that this is a violation of Federal and State Laws regarding dual-tracking. They are refusing to postpone the auction date. -- -- -- THIS IS ILLEGAL AT THE FEDERAL AND STATE LEVEL AND I WANT ACTION TAKEN AGAINST PHH -- -- -- - I want the foreclosure date put on hold as per Federal and State Law. CC : Attorney General
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have spoken to PHH Mortgage Consistently and in XXXX the confirmed that I owe XXXX or close to that number. Now I consistently seeit getting higher. I know there is some definete frayd here. I have to continuosly write CFPB to get changes. If I do not see a reduction in my mortgage to the correct amount I will be forced to resort to obtaining legal resources. I am upset that PHH mortgage, a subsidiary of Ocwen, has not corrected that mortgage company 's flaws. I I DEMAND my mortgage balance amount be corrected.
Company Response:
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2020-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was advised on XX/XX/XXXX that an Escrow Mortgagor Disimbursent had been processed on XX/XX/XXXX by PHH Mortgage Company owned by Ocwen Financial due to receipt of proof of homeowner 's insurance from me. I was told it had been mailed using first class postage by the USPS and would take 7-10 days, this isn't true. I also have requested to cancel the Escrow Account and was told that the company would have to send me a De-Escrow Account form to complete and return as soon as received. This was also requested on XX/XX/XXXX. I am extremely disappointed with this mortgage company for failing to provide any assistance to my requests. My homeowners insurance information was submitted to them from my homeowners insurance company on XX/XX/XXXX showing that the coverage was effective XX/XX/XXXX through XX/XX/XXXX. I also provided them with proof of coverage valid for the same dates. Based on the company 's practices I will have to continue to pay an additional {$110.00} monthly until they provide me with their so called De-Escrow Account form. I found your website on the internet and am seeking assistance from you with this matter.
Company Response:
State: TN
Zip: 37076
Submitted Via: Web
Date Sent: 2020-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I mail a check to my mortgage company which is PHHMortgage I sent out a check in the amount of {$1600.00} and I decided to check in on it which I do every month around the XXXX the company had not received my check so I told him I will few more days around the XXXX a call back they still said he hadnt received it so I waited till the XXXX I called back again and he said he still hadnt received it so I was told to withdraw the money out of my checking and word to them which I did they received it on XXXX PHh And then I asked them to stop payment on their end on the check number XXXX and then I will go to my bank XXXX and stop payment which I did and charge me {$30.00} for stopping a payment on a check then on the XXXX I get a low balance text from my bank stating I am overdraft {$1600.00} the bank notified me that PHH sent the check to they were holding it in the checking department all this time and told me that it was lost somewhere and then he reported me to the credit bureau 30 days late which they have possession of the check the whole time
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2020-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am the owner of a coop my mother purchased in XX/XX/XXXX. The proprietary lease was transferred to my name in on XX/XX/XXXX. My mother, XXXX XXXX, passed away on XX/XX/XXXX. After my mothers death, I learned that the mortgage associated with the coop is not in my name. It was in my mothers name and my estranged uncles name, XXXX XXXX. Since my mothers passing, I have moved into the property tied to the mortgage and have made consistent monthly payments ( over {$4000.00} in XX/XX/XXXX alone ). I have made several attempts to contact PHH Mortgage Services regarding transferring the mortgage solely into my name as this is my property, primary residence, and a debt I am paying off. I provided all documents required to initiate the transfer including my mothers death certificate, my photo ID, certificate of title registered to my property, and court order transferring the property to me. Despite all this, PHH Mortgage Services refuses to speak with me as my name is not on the mortgage. To make matters worse, PHH removed my mothers name from the mortgage after I submitted her death certificate. The lien is now in my uncles name/social security number a person I am no longer in contact with and who has no link whatsoever to the property.
Company Response:
State: NY
Zip: 11229
Submitted Via: Web
Date Sent: 2020-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My loan was acquired by XXXX XXXX XXXX XXXX, associated with PHH Mortgage Services - after I fell behind two mortgage payment, I reached out to them to resolve the issue - they proposed a repayment plan over 6 months to rectify the issue - I followed through on my part of the agreement, and sent them two checks, which were good, for the first two months of the repayment plan - they held each check for a month and then returned them, stating because my account had insufficient funds for the second mortgage payments, which I had already I acknowledged I missed in reaching out to them, that the repayment plan was now void - this despite the fact the agreement proposed by XXXX XXXX, to which I agreed, was made two weeks after the two missed mortgage payments - I have been in touch with my Case Manager, XXXX XXXX, but he was unwilling, or unable, to resolve their mistake - they have now pushed my mortgage into foreclosure, this when it was XXXX XXXX XXXX company who did not honor their part of our agreement, which was both recorded in audio by them, and to which they sent me a letter acknowledging that agreement - this company has numerous complaints against them, according to the XXXX XXXX XXXX website, and should be investigated for fraud - all they want is the deed to my property..
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94803
Submitted Via: Web
Date Sent: 2020-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage Company has repeatedly refused to allow me to change my auto-draft payment amount, date and preferences, during the instances when i attempted to change auto-draft settings online during the month of XX/XX/XXXX and during phone calls I initiated on XX/XX/XXXX and XX/XX/XXXX. I have been trying to change my payment account due to a change in my banking account provider. The account that is currently identified as the auto-draft account no longer exists, yet PHH representatives have informed me that I may not change the auto-draft preference since it is past the XXXX of the month - however my payment is not due until the XXXX of the month. This has impacted me negatively because PHH has penalized my account with late fees added to my mortgage amount due during the month of XX/XX/XXXX, and XX/XX/XXXX.
Company Response:
State: KS
Zip: 66044
Submitted Via: Web
Date Sent: 2020-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-29
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I received a notice from PHH Mortgage Escrow Services who took over my mortgage loan from XXXX services in XXXX of XXXX. I received a notice from PHH, dated XX/XX/XXXX, that claimed I owed PHH {$170.00}, for an escrow shortage. However, the notice did not reach my mailbox until XX/XX/XXXX. I contacted PHH immediately and informed the representative that, XXXX, the previous mortgage company had already re-accessed my escrow and charged me {$75.00}, in XXXX of XXXX. PHH representative, on my initial call, in XX/XX/XXXX told me she could see in their records what I was telling her, and that she would send a notice to escrow for a " correction. '' I have called PHH several times ( 4+ ) and each time I'm given a different date for an answer. the last date I was given was XX/XX/XXXX. I checked on line, called PHH, and keep a close eye on my mail with USPS, but still no answer! I called PHH today on XX/XX/XXXX, the representative told me Escrow just put in a note on XX/XX/XXXX, stating they do not have my Escrow information from my previous servicing company ( XXXX ). To date, I have paid escrow shortages to XXXX and to PHH totaling over {$250.00}. If PHH has taken over my loan from XXXX, it is their responsibility to make sure they have all the documents needed in order to collect money from me! since PHH took over my mortgage services, I am now paying an additional {$30.00} per month in excess of the initial increase from my previous mortgage servicing company. My monthly mortgage has increased in less than one year to nearly {$60.00} per month between the two errors!!! I am on a fixed income, and can not afford this increase in my mortgage payment from PHH!!! I attempted contacting XXXX for PHH, and was put on hold today for over an hour and then cut off!! I have been trying to rectify this situation with PHH mortgage servicing since they sent me the notice of an escrow shortage in XXXX of XXXX. I have NEVER received anything in writing from PHH, no courtesy call, nor am I able to access ANY of their escrow information on their website. Yes, there is a balance they show in my escrow account, and the amount they paid to my first installment for property taxes, but when I make a payment specifically to PHH mortgage escrow, I expect to see evidence of that immediately on line or somewhere in a statement!!! I have paid PHH {$170.00}, for a so called escrow shortage and have not received any answer for this error!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93312
Submitted Via: Web
Date Sent: 2020-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A