Date Received: 2023-07-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I Have a mortgage with PHH, and have requested for my PMI to be removed. They conducted an appraisal and denied my request. In reviewing the appraisal, it was done with a very low level of quality, had missing information, and used comps that were over a year old. I have followed all their requests to submit new comps on my own to start the process again. Since then I keep being told they need XXXX more days, then XXXX more days, then XXXX more days, and so forth to review. They state their PMI department is internal and is not able to speak with people directly. This process has taken months, and every time I call in, they tell me the person working on my case can not be reached. There is something extremely shady going on that it would take months for my complaint about the XXXX to be reviewed. Now I have to worry that because I am speaking up for myself when I call, that they are purposely delaying a response/decision on my PMI for my loan. Are you able to help?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Unfortunately due to the death of our mother and my father health condition ( XXXX ) caused them to fall behind on their mortgage. My fathers decision was to sell the home as he won't be able to maintain the property in his current condition. Our real estate agent submitted a short sale package to PHH on XX/XX/2023 they submitted the necessary documents to start the short sale. On XX/XX/XXXX, they were advised that the document for us to be added a Successor in interest was completed and now we can move forward. On XX/XX/XXXX, they submitted the remaining documents for the short sale. They followed up on XX/XX/XXXX and were told that due to CFPB guidelines we could not be reviewed for any loss mitigation. The representative was unable to explain to them what that actually meant. They requested the denial letter in hopes there would be a clearer explanation as to the denial but as of today they have not received it only response is that they are working on the denial letter. I tried to locate the CFPB guidelines which states that we can not be reviewed for any loss mitigation option and all I was able to find was that they have to review within 40 days of auction which we do not have an auction at this time. So as of now we are at a stand still because we don't know the real reason of denial.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11510
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My daughter received a call from a company that stated that my property was in foreclosure. She thought it was a scam so she called PHH on my behalf to discern if this was the case. It was confirmed by representative XXXX, employee ID # XXXX, that the property was on foreclosure. My daughter informed me and I requested to know what occured. Although all taxes were up to date on the property, according to the representative, the company paid the the XXXX XXXX XXXX {$3000.00} on behalf of the property in XX/XX/XXXX. I was not informed of this even though they said that there was correspondence to me, I never received anything. My daughter called back to find out if the amount could be paid by virtual check only to hear from another representative, XXXX ID # XXXX, that the amount had changed to XXXX. The original amount was confirmed with the previous representative more than once and also with this representative. The cost to remove the home from foreclosure increased in less than an hour. This is not the first time that I depleted my funds just to remove my home from foreclosure for miscellaneous charges by this company that I was not informed of. I am on a fixed income and do not want to lose my home due to shady practices. Although I have sent through a check via mail to resolve this matter my money is now next to nothing and I am suffering. I was supposed to be refunded money from this company for charges that were duplicated but I have yet to receive any of my money back although I have been charged randomly throughout the years of this contract. I feel like this company is trying to scam me out of my home. They have already paid a large sum in restitution for illegitimate business practices in XXXX and now I feel like they are still attempting to siphon money from unknowing borrowers but on a quieter scale. I would like my mortgage agreement and payments to be reviewed to ensure that the costs that are consistently brought upon me are valid. Please help.
Company Response:
State: NY
Zip: 11580
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH did not pay our XXXX taxes. I contacted them in XXXX and as of today they still have not paid the remaining taxes and have not confirmed that any late or lawyers fees were not deducted from our Escrow account. Below is the communication I sent them in XXXX. None of this has been addressed by them : I received a letter today that we are delinquent on our XXXX Trash and Hydrant fees at a total of {$400.00}. Last year we received a letter from the XXXX stating that we were delinquent on our taxes and PHH finally paid that amount in XX/XX/XXXX. However, that amount only accounted for the XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX taxes. It did not include the XXXX XXXX and XXXX XXXX taxes. Those are with another collection company, XXXX XXXX XXXX. - Original XXXX Tax Bill Total - {$150000.00} - this was not paid in XXXX ( included XXXX XXXX XXXX, XXXX XXXX, XXXX Hydrant XXXX XXXX XXXX XXXX, XXXX XXXX XXXX ) - XXXX Delinquent notice and threat of lien received for - {$1400.00} - PHH paid {$1400.00}, Homeowner paid remaining {$9.00} to avoid additional PHH delays and lien being placed on home ( included XXXX Real Estate XXXX XXXX XXXX XXXX, XXXX XXXX XXXX ) - REMAINING AMOUNT OWED to XXXX XXXX XXXX - {$400.00} due ASAP ( XXXX Refuse and XXXX Hydrant ) I am requesting 4 things : 1. Details on where I can submit the outstanding amount so it can be paid ASAP 2. Confirmation that the {$300.00} in late fees, interest, and penalties has not be taken from our escrow. If it has, please restore these funds ASAP as these errors were through no fault of our own ( {$270.00} to XXXX XXXX XXXX, {$25.00} to XXXX XXXX ) 3. Instructions on how I can submit for reimbursement of the {$9.00} paid out of pocket. 4. Requesting that all of the above be expedited. We have been dealing with this issue since XX/XX/XXXX and can not wait 10 days for someone to review and get back to us
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I'd been through a few trial modifications on my loan which were all honored and completed. One starting around XX/XX/XXXX through XX/XX/XXXX for an amount of around {$600.00}. However at the end of the trial, I'd attempt to resume normal monthly payments by calling to pay online, and the automated system would no longer allow or accept payment. When speaking with an agent, then Supervisor, there was always an excuse as to why I could not continue with normal monthly mortgage payments. Reasons like your paperwork was not received in time or our company guidelines do not allow for us to accept the modification. I'd reapply and start the process all over. I'd applied for Mortgage Assistance through XXXX in XXXX, and after reviewing my mortgage statement the XXXX agent recommended reaching out to Consumer Protection because something appeared unreasonable or unlawful about the loan. During this time the Mortgage company allowed for another trial for a three month period which started XXXX of XXXX through XX/XX/XXXX for the amount of XXXX this trial was completed successfully as well, But, to no avail, the same outcome. I could not proceed with normal monthly payments. This time, the excuse was that my paperwork or application was signed with the wrong signature. My name on the loan is my maiden name and I'd signed the documents the same way I'd signed all documents sent, with my maiden /married name. I reached out again and again to the Mortgage Company speaking with several agents and Supervisors. Advised to reapply again and during the process this time was prematurely put into foreclosure with a sale date of XX/XX/XXXX. This was cancelled per my loan was in loss mitigation.
Company Response:
State: MO
Zip: 63130
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: PHH Mortgage- phhmortgage.com This company is a fraud disguised as a legitimate business. > They are impossible to get ahold of and do not have call center agents who can speak english well enough to manage a something as important as a mortgage. > They put up barriers at every turn > They do not communicate with you if there is a late payment. > They charge a fee to get payoff information that should be free and available immediately. > Payoff information is not remitted for 4 business days.
Company Response:
State: TX
Zip: 78613
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My home mortgage was with OCWEN FINANCIAL CORPORATION. I had difficulty keeping up with my mortgage payment as the property 's value decreased than the mortgage amount. Besides, I lost my job, and tenants stopped paying rent. In XXXX, right before the pandemic, I applied for a short sale, and OCWEN approved it. But due to the pandemic, the buyer failed to proceed as everything was closed. A legitimate buyer is now ready, and I applied for a short sale. I have submitted everything to the mortgage bank OCWEN a.k.a. PHH, through HANS-ON REAL ESTATE, LLC. OCWEN, a.k.a. PHH, appraised the property more than once and did XXXX more than once. Finally, OCWEN, a.k.a. denied my short sale application stating that CFPB denied my application, which is beyond my understanding. I asked OCWEN, a.k.a. PHH, for loan modification first or short sale. The property at XXXX XXXX XXXX, XXXX, NY XXXX XXXX is my primary residence. I need help.
Company Response:
State: NY
Zip: 11432
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage company offer me a 90 day furlo due to covid they assured me that I would have options after the 90 days. Prior to that I was not behind on my payments. After the 90 days they was not willing to work with me on no level. I file for a modification and was denied I file for a payment plan again denied. All this started in XX/XX/XXXX. I Applied for assistant with the XXXX XXXX XXXX XXXX XXXX three months later I was approved. On XX/XX/XXXX they sent a check to PHH Mortgage in the amount of {$6800.00} and another payment on XX/XX/XXXX in the amount of {$820.00} however my account still have not being brought current. I call every week for eight weeks only for each person to tell me something different they admit they have the funds but have not applied it to my account. They initially said it would take 14 days for the loan servicing department to apply the funds to my account. In the mean they would not take any payments from me making me get further behind. Yet no current update. I am a senior citizens and very worry about my home. I have live in this house for 21 years I have never got an accurate amount on how much i still owe my balance still show the amount I paid for the house in XXXX upon closing. I have an escrow account and they been taken out for that but not paying the taxes, please help me understand what is going on. 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: TX
Zip: 75068
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: My bill pay service mailed a check to PHH pulling funds out of my account ending in XXXX in the amount of {$1300.00} on XX/XX/2023 and they never posted the payment to my account so I had to send a second payment once I found out that they didn't post the first one. I have reached out to them without any success. The check number was XXXX. I placed a stop payment on the check-in late XXXX after sending a second payment that was posted to the account correctly. They have agreed to wave the late fee but I have been unable to get credit report fixed.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage has been servicing our loan since XX/XX/XXXX. In XX/XX/XXXX we filed for XXXX XXXX bankruptcy. Immediately after filing PHH has been trying to force us into default and foreclosure. They ROUTINELY returned our checks claiming they could not read our checks thus we would have late payments attributed to our account! During bankruptcy they added charges to our payment and even though we made the payment plus the additional charges they NEVER credited our account for the charges. They claim we are two months late, however even with shown proof they we are not late, and our payments are current they keep dragging us into bankruptcy court so they could get a stay and assess late fees as well as any charges they see fit. Unfortunately, we fell out of bankruptcy prior to completing our payment cycle. Now we are getting harassing letters telling us when we are in default when we have a spreadsheet showing they have received all of their payments. In fact, they hold over {$2000.00} in a suspense account because up until recently we have always paid more than the minimum payment. They do not honor the statement they print on the monthly statement : *Partial Payments : Any partial payments listed here are not applied to your mortgage, but instead are held in one or more separate suspense accounts. Once we receive funds equal to a full monthly payment, we will apply those funds to your mortgage. During the COVID crisis we did miss one months payment. We applied for COVID relief from them! They NEVER responded to us or our bankruptcy attorney. We want them to do a forensic accounting of our account and get their house in order and quit harassing us and threatening default! We are considering consulting an attorney to assist in a lawsuit against them. We are also aware of numerous class action lawsuits against PHH Mortgage for excess fees and harassment.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A