Date Received: 2023-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am filing this complaint against my mortgage company PHH Mortgage. I have already filed this complaint once but nothing was done. The complaint # is XXXX. As I stated in the original complaint, My payment for the month of XXXX went from {$830.00} to {$1400.00}. When I called to ask why I was told it was because my insurance went up, which I confirmed with my insurance company. What I also found out was that the insurance was never paid. It was due in XXXX. So my carrier dropped me leaving me with no insurance for 5 months. My question and complaint is this, if they never paid my insurance, where did the additional {$650.00} go? It did NOT go to the insurance company so it must have gone into the coffers of PHH. Since then I have had to get new insurance and had to pay for a home inspection as well of {$110.00}. I am not going to let this go with this company. If I have to file a small claims case for it I will. I have never filed any kind of claim for anything ever. But like I said, I am not willing to let this go. I asked PHH to apply the additional funds that they charged me for XXXXXXXX XXXX payment to the principal and they flat out refused.
Company Response:
State: FL
Zip: 32837
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, PHH Mortgage Services Foreclosed on our home. Under State of Wisconsin Law, the sale in a foreclosure is not finalized for I believe 5 or 7 days after the sale. We filed XXXX XXXX Bankruptcy through XXXX XXXX XXXX XXXX in XXXX Wisconsin on XX/XX/XXXX. On XX/XX/XXXX a letter from Atty XXXX XXXX, re : filing of XXXX XXXX Bankruptcy by defendants & request the court not sign the proposed Order Confirming Sale was filed. The court never signed the Order Confirming Sale. Since then, we have discovered that the Mortgage Co is claiming REO status of the property. This discovery came about because in the months of XXXX and XX/XX/XXXX, when a third-party Company was sending people to our home and property to verify occupancy. At times one of those such people even tried to force entry into our home while my wife was refusing entry, resulting in a XXXX call being made to our local XXXX Police Department . During that time frame, several other emergency and non-emergency calls were made to the Police Department in relations to these inspectors being spotted on or near our property. Video evidence and copies of these complaints were sent to the Mortgage Co attorneys, and for the most part we believe they have stopped. It was at that time the REO status was discovered. Since then, we have had our attorneys make several attempts to have the REO status corrected. Our attorneys have also reached out to their attorneys regarding our request to have a hardcopy, written monthly mortgage statement mailed to our house to no avail. It got to the point that we contacted the State of Wisconsin Banking Commissioners office regarding their refusal to send the statements. They did eventually send statements but only for 4 months ( XX/XX/XXXX - XX/XX/XXXX ). Since then, we have not received any more statements. Also, if we go to their website, those are the only statements available to be viewed. They are not producing any statements even on-line. They also according to their website, they have not provided any form 1098 tax forms since XX/XX/XXXX. So that means they aren't providing us with any 1098 forms for 2 years. I believe this is a violation of Federal IRS Tax Laws. Not only our attorney, but we have also reached out several times ( both online and via phone calls ) requesting this information. Every time we personally reach out, we are told they aren't required to provide the requested information because of the REO status. They never responded to any of our emails. The only time we received answers have been when we have called in. In XXXX we applied for a program called Wisconsin Help for Homeowners. This program is a State of Wisconsin program that was designed to help homeowners get caught up in behind mortgage payments as part of a program created by the Federal Government as part of Covid 19 relief. This program would provide a grant for up to {$40000.00} sent directly to mortgage companies. Our application was picked up by an organization called XXXX and assigned to a lady named XXXX XXXX. Her contact info is listed below : XXXX XXXX XXXX XXXX cell : XXXX office : XXXX XXXX Over several months XXXX reached out to PHH requesting information to process our application. She has been met with nothing but stonewalling by PHH. At one point they requested a letter from our Bankruptcy Court granting them permission to proceed with working with her. Both XXXX and our attorney provided the requested letter for them. They keep claiming the REO status as reason not to work with the program. The mortgage company has been provided with a copy of the current deed to the property as given by the XXXX XXXX Government. They have also been provided with a copy of a Warranty Deed Search that was performed by XXXX XXXX XXXX XXXX , XXXX on XX/XX/XXXX, proving they do not own the property. They have ignored us, our attorneys, and XXXX XXXX on SEVERAL occasions and seem to not even be trying to cooperate with any of us. Also, our credit reports falsely show our mortgage as being paid off, causing inaccurate credit scores. We would like this to be corrected for both my wife and I.
Company Response:
State: WI
Zip: 53186
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I HAVE A CONVENTIONAL MORTGAGE THROUGH PHH MORTGAGE. I WAS GRAVELY ILL WITH TWO ( 2 ) BOUTS OF XXXX WHICH LEFT ME WITH MAJOR MEDICAL ISSUES, XXXX XXXX AND XXXX. I APPLIED FOR A LOAN MODIFICATION UNDER " CARES '' AND REQUESTED A MODIFICATION WITH FOREBEARANCE AND A LOWER MONTHLY MORTGAGE PAYMENT. PHH GAVE ME A 3-MONTH " TRIAL MODIFICATION '', WITH A MUCH HIGHER MONTHLY PAYMENT WHEN I WAS BARELY BACL TO WORK. TALKING TO THEM, THEY SAID THERE IS NOTHING ELSE THEY COULD DO AS THEY WERE " ADDING THE ARREARS PAYMENTS '' TO MY MORTGAGE NOW!!! AND MAYBE HIGHER AFTER I PAY THE LAST OF THE THREE TRIAL PAYMENTS. I AM STILL VERY ILL AND CAN NOT PAY THE $ XXXX PAYMENT. I HAVE TRIED TO WORK WITH THEM TO ALLOW A LOWER PAYMENT OR BETTER MODIFICATION. THEY SAID NO -- SELL THE HOME. IT IS MY FAMILY HOME OF XXXX -- WE HAVE TO STAY. I CAN PAY {$4000.00} MAX BUT NOT THEIR MUCH HIGHER PAYMENT THEY ARBITRARILY GAVE ME...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I requested a forbearance, and then called back to begin making payment. Instead I was told I was required to apply for a loan modification. I said that was ok. Without submitting any documents, I was allegedly reviewed and then denied a modification. I received a notice of default for {$3.00} XXXX, XXXX XXXX, XXXX dollars. I offered to make larger payments, at XXXX per month, but PHH refused. I am unclear how I was reviewed since I never submitted a written application. I was denied because of value. Please note I only 0we XXXX on the first loan, no seconds or other liens, and the house value is {$360000.00}. In addition, PHH scheduled a phone call with my relationship manager, at XXXX on XX/XX/XXXX. It appears PHH is doing everything they can to force the sale of my home. I ama senior citizen, XXXX XXXX XXXX.
Company Response:
State: CA
Zip: 92345
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've been trying to contact and resolve the payment issue with PHH since XXXX. I acquired this home from a trust sale and I am the owner. I have been unable to obtain information or the assistance. I submitted a settlement offer along with all required docs and the company has consistently stated they haven't receive the information that was submitted via email that they've confirmed they received. in order to process the settlement they needed proof of funds for which I provided as well as contact information - since XXXX I've been going back and forth with the company because the claim they don't have the documents. The account has a relationship manager who refuses to call me back, iv submitted payments ad the company has returned the funds - I need help in reaching someone in the company who can actually assist me with making payment and approving a settlement. The company has been unresponsive and concerned with assisting through this ordeal. I was advised by the supervisor to not pay until I received a call or response about the settlement but that never happened and whine inquired I was told they closed the settlement because they never received the proof of funds which I sent 7 times. They even acknowledged reciting the documents on XX/XX/23 and advised that they were under review.
Company Response:
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I inherited the family home last year when my XXXX passed. I was in process for a XXXX home safe reverse mortgage to pay off his old reverse mortgage, but when the XXXX changed the rates the company said they couldn't do it now. Then I applied for the home for all state-sponsored reverse mortgage and they said they were declining me because PHH mortgage stated the borrower is deceased and they don't recognize me as the successor. I provided them with the documentation from the family trust naming me as the successor trustee. I believe that this is them attempting to steal the house out from under me and get three times the money that they're entitled to rather than simply taking the payment from the state program so that I can stay in my home, I do not want to sell I am staying here.
Company Response:
State: CA
Zip: 93035
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I was made aware that PHH Mortgage was not paying our property taxes in full. I sent them the notice, along with all relevant information to pay the taxes. I received a response that I would receive an update in 10 business days. I did not. I reached out in the beginning of XXXX of XXXX to check on the status. They assured me it was being handled. On XX/XX/XXXX ( a year later ), I received notice from my county of residence stating that the taxes still had not been paid and we were at risk of the property being seized if payment was not made by XX/XX/XXXX. I sent it to them, again, and as of today, XX/XX/XXXX there still has been no payment made.
Company Response:
State: AZ
Zip: 85741
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I ACQUIRED A LOAN THROUGH XXXX XXXX XXXX XXXX. THIS LOAN WAS OF MANY TOXIC LOAN THAT XXXX XXXX WAS THE MASTERMIND OF THE LARGEST BANK FRAUD IN THE UNITED STATES WAS CONVICTED IN 2011. THIS LOAN CAME FROM THIS LINEAGE. THE LOAN WAS SET UP WITH NEGATIVE AMORTIZATION FROM THE CONCEPTIONS OF THE LOAN. THE LOAN WAS PLACED IN A TRUST THAT HAS BEEN SUED IN MANY STATES FOR MORTGAGE FRAUD. THEY ARE USING FRAUDULENT ROBO SINGED ASSIGNMENTS TO FORECLOSE ON MY HOME. I HAVE ASKED FOR THE GAP ACCOUNTING IN 2 DIFFERENT QWR, DEBT VALIDATION AND NEITHER WERE ADDRESSED. THE LOAN BALANCE IS DOUBLE WHAT THE LOAN START. XXXX XXXX XXXX IS SERVING AS TRUSTEE FOR XXXX XXXX XXXX XXXX XXXX CERTIFICATES SERIES. HAS TAKEN IT LOSSES AND BEEN SUED FOR FORECLOSURE FRAUD.
Company Response:
State: GA
Zip: 30047
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been a participant in the LA XXXX XXXX XXXX as a result of a hospitization I experienced during the XXXX pandemic. The State of Louisiana 's program paid my mortgage current and has made payments for 6 additional monthly payments. However, PHH Mortgage is ALWAYS slow in posting the payments. Once, the funds were sitting in a suspense account while agents told me no payment had been received from the state program. After waiting several weeks to speak with my PHH Relationship Manager they explained that the payment of {$790.00} was sitting in a suspense account and I needed to pay the remainder of that monthly payment ( approx {$100.00} ) before any of the state 's payment of {$790.00} would be posted to my account. The payment was late as a result of PHH 's failure to provide me with accurate information initially. They waives the late fee, however I am unaware if any late reporting was made to my credit bureau file for that XX/XX/XXXX payment. Here again I am being told on XX/XX/XXXX that PHH has not received payments from the state of Lousiiana HAF ( LA XXXX XXXX XXXX ) for XXXX or XX/XX/XXXX. The state has confirmed that payments were sent over 30 days ago. PHH will not process a partial payment for my portion {$100.00} and have scheduled a call for me to speak with my Relationship Manager over 3 weeks from now on XX/XX/XXXX stating that is the earliest appointment time that they have available. Why aren't payments that the state of Lousiana sent to them on XX/XX/XXXX and XX/XX/XXXX still not posted on my account?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70816
Submitted Via: Web
Date Sent: 2023-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I ordered an appraisal for myself in XXXX of XXXX. When the appraisal came back I realized that the value was high enough to have PMI removed. I called PHH and asked how the process worked. They sent me a letter in XX/XX/XXXX with what I needed to do. Once I received the letter I called PHH again and spoke with XXXX to see if I could use my own appraisal. I was told that I could send in my appraisal and would be able to use it. I sent my appraisal to XXXX on XX/XX/XXXX. After waiting a week I called to make sure they received it. I was then told that they dont allow you to use your own appraisal. After going back and forth with different people for weeks and weeks because you can never speak to the same person and always end up getting transferred, I was always told different answers by different people. Yes you can use your appraisal, no you cant use your appraisal. I finally gave up and stopped pursing the issue. After waiting a while I was still frustrated that nothing got resolved and I was still paying PMI know the value of my home. I called PHH again in XX/XX/XXXX and request PMI be removed. I received their letter on XXXX XXXX stating the process. I called PHH to request a list of appraisers that they use. During this phone call I spoke with a customer service lady who stated that I should have been able to use my appraisal when I sent it in XX/XX/XXXX. She transferred me to XXXX an escalations manager XXXX who also stated I should have been able to use this appraisal back in XXXX. He told me he was going to get to the bottom of why my appraisal wasnt used and get me a list of appraisers that PHH uses. He said I would hear from him in 3 business days as he put a rush on my request. This all happened on XX/XX/XXXX. After not hearing back from XXXX I called back to PHH on XX/XX/XXXX and spoke with a customer service rep who was rude and was no help! She told me she could not transfer me to XXXX and that I would need to order and appraisal through them with the form I received in the mail. I told her I wanted to speak to XXXX. She said she would put a request in for him to call me. Again, everyone has a different answer and my issue cant be resolved. I have been dealing with this since XX/XX/XXXX and in the meantime am paying {$120.00} a month in PMI that I should not be required to pay. I received an auto email on XX/XX/XXXX that I need to allow sufficient time for my questions to be answered. I think 10 months is sufficient enough. On XX/XX/XXXX I was told my appraisal was older then 90 days. Well yes, now it is, but it wasnt when I sent it in XXXX of XXXX with my original request. Why was it not reviewed and used then!? I want answers and am extremely dissatisfied in this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 544XX
Submitted Via: Web
Date Sent: 2023-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A