Date Received: 2023-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: ok I have been with this principle only HELOC line of credit for many years its been paid back several times for XXXX not to my knowledge this was a principle only loan. Well 3 years ago this loan had matured and I was told they wanted the whole XXXX dollars in which I didn't have .for three years I have been sending countless loan modifications to them in which they tell me '' my paperwork is complete and we will get back to you after its been reviewed. " this has been going on and on in which I get a letter two weeks later and they tell me its incomplete again.I have probably sent sent 10 loan modifications in 3 years to them and the same results every time they run me arouind in circles to get this paperwork to them, and when I call them on the phone they tell me yes your paper work is complete just wait again same results. How come nothing is negative on my credit report yet this company will not accept payments from me .And on top of it all I have now recieved XXXX dollars in interest added to my balance? .I have read several negative reviews on the XXXX from them running other people around the same exact way then denying them thier modifcations as well. I am XXXX to these lenders I cant refinance my home to pay them back so I sit with a high interest rate and constantly am worried about wheather thier going to forclose on my home or not
Company Response:
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage that was taken out in XX/XX/XXXX ( an 80/20 loan ), due to the issue of the housing, I stopped making the payment. In XXXX, I filled for bankruptcy and the loan for both mortgages were discharged. I understand now that it didn't remove the lien against this house and it is still part of my home. I have been in contact with the lender and requested a payoff statement ( which one has been received, 2nd Mortgage ) however they will not provide one to me as my file was purged and they will not provide me with a release. I am trying to sell my property and this has been holding up the sale. My escrow company has tried to get them to provide what we need and they have been giving me the run around as to what my next step is from them with no assistance.
Company Response:
State: AZ
Zip: 85303
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have pictures of property at XXXX XXXX XXXX XXXX New York XXXX At the time I was in contract the building had a fire I made an agreement with the buyer that I will get the proceeds from the claim. See below the notice I sent for my mortgage company PHH mortgage with all the documents they are just ignoring my emails and calls no one to talk to. Please help me out Re : XXXX XXXX. XXXX, Account of XXXX XXXX ; XXXX Claim No XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX purchased XXXX XXXX XXXX, XXXX, New York on XX/XX/2023 from the heirs of XXXX XXXX. The heirs are XXXX XXXX and XXXX XXXX XXXX XXXX Attached is the recorded deed and satisfaction of mortgage. Prior to the closing, XXXX issued a check on or about XX/XX/2023 in the amount of {$81000.00} payable to " PHH Mortgage Services For the account of XXXX XXXX. '' Attached is a letter from XXXX to XXXX XXXX XXXX dated XX/XX/2023. The rights to receive insurance proceeds in the amount of {$81000.00} were assigned to XXXX XXXX XXXX per the attached written assignment dated XX/XX/2023, executed by XXXX XXXX XXXX and XXXX XXXX XXXX and countersigned by XXXX XXXX XXXX We understand that the check in the amount of {$81000.00} was forwarded by XXXX XXXX XXXX to PHH Mortgage Services, and yesterday, XXXX Claims Examiner XXXX XXXX, whose name appears on the XXXX letter dated XX/XX/2023, confirmed to my client that PHH had deposited the check. XXXX XXXX XXXX is requesting PHH Mortgage Services to turnover the insurance claim proceeds in the amount of {$81000.00}. XXXX XXXX XXXX 's address is XXXX XXXX XXXX XXXX XXXXXXXX, XXXX, New York XXXX Please let me know if additional information is needed. Thank you for your attention to this matter.
Company Response:
State: NY
Zip: 11206
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX XXXX it is in the probate court system in XXXX mi I'm waiting on Judge to sign the paperwork for SSI. MY WIFE AT the time XXXX XXXX now XXXX was the person whom paid PHH those payments she is sender, we have all receipts that has been sent to in first complaint. My wife XXXX XXXX never received any notice of returning money and it was paid through XXXX XXXX, XXXX XXXX, pay bill to checking. No money has been returned to her. She is very upset and can't understand why PHH are able to continue to service mortgage. They are scandals! I will have proof I am the SSI IN my mother 's estate, paperwork filed as said before waiting on Judge to sign.
Company Response:
State: MI
Zip: 481XX
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Below is an excerpt from a notarized affidavit sent to PHH Mortgage Services on XX/XX/XXXX. XXXX. XXXXXXXX XXXX used the credit and signatures of ********** and ******** : to create a mortgage security with a value of {$150000.00} with an account number *********** in XX/XX/XXXX. XXXX. The servicing of the alleged debt was transferred to PHH MORTGAGE d/b/a PHH MORTGAGE SERVICES, a subsidiary of Ocwen Financial. XXXX. The current balance of alleged debt is {$84000.00}. XXXX. Winding v. Frear ( In re Bolens ) XXXXXXXX XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX states Every taxpayer is a cestui que trust having a sucient interest in preventing abuse of the trust to be recognized in the eld of this courts prerogative jurisdiction as a relator in the proceeding to set a sovereign authority in motion by action XXXX. I now know that I am the beneficiary of the XXXX XXXX XXXX associated with the Social Security number of************* and am not the Trustee. XXXX. PHH MORTGAGE CORPORATION and its corporate officers, et al are the Trustee ( XXXX ) in this action. XXXX. A negotiable instrument NO. XXXX for {$90000.00} was tendered in good faith for payment in full of presentment number XXXX and settlement and discharge of all alleged debt. XXXX. This negotiable instrument contained clear instructions in the memo on how to process it and that it was not a check. XXXX. The negotiable instrument was sent via certified mail # XXXX XXXX XXXX XXXX XXXX XXXX to PHH MORTGAGE SERVICES, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX and XXXX by XXXX XXXX on XX/XX/XXXX as evidenced by the green return receipt # XXXX XXXX XXXX XXXX XXXX XXXX. XXXX. Instrument NO. XXXX was transferred to PHH Mortgage Services Cash Management Department in XXXX XXXX XXXXXXXX XXXX. XXXX. The green read receipt of serves as evidence of a contract between ******************* and PHH MORTGAGE SERVICES via the Postal Rule. XXXX. The contract formed via the Postal Rule was not cancelled within the commercially accepted XXXX hour cooling down period. XXXX. On XX/XX/XXXX, XXXX NO. XXXX was shipped via UPS Next Day Air by XXXX XXXX with a computer generated letter from the XXXX XXXX Department stating it was returning my check because it was fraudulent and was received by me on XX/XX/XXXX. XXXX. PHH MORTGAGE SERVICES maintained possession of negotiable instrument NO. XXXX from XX/XX/XXXX XX/XX/XXXX ( XXXX calendar days, XXXX business days ) XXXX. This negotiable instrument NO. XXXX was returned, under claim of fraudulent check with the transactional marks XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX printed on the back of the instrument, evidencing it as a cash receipt provided to me and indicating a cash payment of {$90000.00} to PHH MORTGAGE SERVICING and fulfilling all obligations of*********and ************ in regards to loan ***********. XXXX. After processing negotiable instrument NO. XXXX, PHH MORTGAGE SERVICES maintained possession of negotiable instrument NO. XXXX from XX/XX/XXXX XX/XX/XXXX ( XXXX calendar days, XXXX business days ). XXXX. At the time of the drafting of this conditional acceptance, our account ( loan XXXX ) has not been credited with the {$90000.00} offered. XXXX. There must be a discharge of debt in its entirety under the Fair Debt Collection Practices Act and Regulation Z Truth-in-Lending Acct ( TILA ) with the XXXX day time frame as mandated by law. 30 days from XX/XX/XXXX is XX/XX/XXXX. XXXX. PHH MORTGAGE having accepted my tender of payment for presentment number XXXX, and have not returned the mailed presentment ( Title USC 1700-1709 ), can not be the creditor of the said presentment. Under UCC 3-409 ( a ) & ( b ) and UCC 3-604 ( a ), PHH MORTGAGE did not adjust its accounting ledger to reflect the settlement and closure of the accounts receivable side of its accounting ledger. XXXX. By returning instrument NO. XXXX with the claim that it is a fraudulent check, PHH MORTGAGE has acted in dishonor according to UCC 3-305. XXXX. Additionally, UCC 3-603. TENDER OF PAYMENT ( b ) states If tender of payment of an obligation to pay an instrument is made to a person entitled to enforce the instrument and the tender is refused, there is discharge, to the extent of the amount of the tender, of the obligation of an indorser or accommodation party having a right of recourse with respect to the obligation to which the tender relates. XXXX. Since PHH MORTGAGE SERVICES having accepted my tender of payment for presentment number ***************, and have not returned the mailed presentment, I have a claim or possessory right in the instruments and their proceeds under UCC 3-306 and all defense and claims in recoupment under section UCC 3-305 , which I exercise now, since PHH MORTGAGE SERVICES has not credited the account. XXXX. I, **************, have an offset available to me, due to the lack of full disclosure by PHH MORTGAGE SERVICES ( see UCC UCC 3-305, 3-306 for unconscionable contracts ). The Fair Debt Collection Practices Act, Title 15 USC 1601, 1692, 1693 provides remedies for deceptive or unconscionable contracts and allows payments in any legal tender ( UCC 1-2-1 ( 24 ), HJR-192, Public Law 73-10, Title 31 USC secc 5118d ( 2 ) ) 25. I, ***************, as agent for ******************, give International Notice of Claims for a set off and recoupment to have the assets cancel out the liabilities according to : FAS 140 ; UCC 3-305, UCC 3-601 , UCC 8-105, UCC 9-404 and the GAAP regarding this matter. XXXX. PHH MORTGAGE SERVICES under Federal Financing Accounting Standards ( FAS ) is required to look at its balance sheet, FAS 95 and offset the debt that the corporation owes the debtor pursuant to FAS 140. Given these facts, I asked for the following from PHH Mortgage Services Certificate of Service and Interested Parties However, your refusal to accept my payment to discharge my alleged debt by tendering in good faith negotiable instrument NO. XXXX under claim of fraudulent check, is conditionally accepted by me, ***************, beneficiary with the following conditions : Conditional Acceptance of Your Offer Conditions : Within XXXX ( XXXX ) calendar days of the date of receipt of this Conditional Acceptance sent certified mail return receipt, you deliver to me the following : XXXX In order to verify that instrument NO. XXXX was not processed and deposited as a cash payment, please provide : a. A true and certified copy of the complete statement of said account. ( Request regarding a statement of account '' means a record authenticated by a debtor requesting that the recipient approve or correct a statement indicating what the debtor believes to be the aggregate amount of unpaid obligations secured by collateral as of a specified date and reasonably identifying the transaction or relationship that is the subject of the request. ( XXXX ) UCC 9-210. ) b. Audit certification of debt entry in accordance with FAS 140, Generally Accepted Accounting Practice ( G.A.A.P. ), XXXX XXXX XXXX XXXX ( XXXX. ), the XXXX XXXX XXXX, and the XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) conventions. XXXX. Please provide evidence that as a Corporation registered in XXXX XXXX and/or specically in the State of South Carolina that you are not bound by XXXX XXXX XXXXXXXX and XXXX and the Uniform Commercial Code. XXXX. Please provide evidence that the Uniform Commercial Code ( UCC ) is not the comprehensive set of laws governing all commercial contracts in the United States. XXXX. Please provide evidence of the corporations exemption status of Article XXXX of the Uniform Commercial Code covering commercial paper such as draft, promissory notes, checks, are not acceptable as a means to satisfy payments. XXXX. Please provide substantial evidence to the contrary that banks are required to give a cash receipt to a customer when given a negotiable instrument for deposit in return for a cash payment to the bank. XXXX. Please provide substantial evidence to the contrary that negotiable instrument NO. XXXX was not processed and returned to me in the form of a cash receipt for a cash payment to PHH MORTGAGE Corporation, its subsidiaries, any of its financial partners or any other financial institution. XXXX. Produce substantial evidence to the contrary that the national economic emergency of the Bankruptcy of the United States in XXXX is still ongoing. And that a national remedy for discharge and acquittance was already established pursuant to 12 USC 95 and 50 USC 4305 ( b ) ( 2 ). 8. Produce substantial evidence to the contrary that Congress of the United States did legislate and provide the American People a remedy/means to discharge all debt and make purchases dollar for dollar via HJR-192 due to the declared Bankruptcy of the Corporate United States via the abolishment of the Constitutional Coin and Currency . 9. Produce substantial evidence to the contrary that the lawful coin ( i.e. organic medium of exchange ) and the former ability to pay debts and make purchases has been replaced with at, paper currency, with the limited capacity to only discharge debts. XXXX. Provide evidence of a XXXX on my property when it is not possible for any money to have been borrowed by me. Notes, bonds and evidences of debt are not money ( XXXX Law XXXX XXXX ). XXXX. Please provide evidence to the contrary that Negotiable Instruments are not used for purposes of payments of goods or services. Please provide evidence to the contrary that Negotiable Instruments are not used as a cash substitute. XXXX. Please provide substantial evidence to the contrary that that I have a claim or possessory right in the instruments and their proceeds under UCC 3-306 and all defense and claims in recoupment under section UCC 3-305 . XXXX. The Offer of payment of that certain sum of money that Debt Collector alleges/asserts, via the Presentment, constitutes Respondents debt, duty, obligation, and liability, including interest and penalties, is made dependent upon performance by Debt Collector of Conditions Precedent concerning which Respondent/Offeror is XXXX XXXX XXXX fundamental principles of American Jurisprudence and law ; namely, provision by Debt Collector of verification of the alleged debt, accompanied by documentary evidence establishing the factual basis for Debt Collectors claim for payment asserted within Debt Collectors above referenced Presentment, i.e. validation of Debt Collectors right for collecting the alleged debt In order to properly validate the alleged debt, we require XXXX XXXX to provide : XXXX. A valid contract signed in wet ink by both parties, confirming bilateral consent. XXXX. A true and certified copy of the complete XXXX XXXX of said account including. XXXX. Audit certification of debt entry in accordance with Generally Accepted Accounting Practice ( G.A.A.P. ), XXXX XXXX XXXX XXXX ( XXXX. ), the XXXX XXXX XXXX, and the XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) conventions. XXXX. A copy of your XXXX XXXX certificate. On XX/XX/XXXX, PHH Mortgage Services was sent a Certificate of Dishonor and a Notice of Discharge. Below is the text of that notice : Please file this XXXX of XXXX # XXXX providing evidence of dishonor pursuant to U.C.C. 3-505 EVIDENCE OF DISHONOR certifying that you have dishonored the Negotiable instrument # XXXX tendered by me, ************** for payment of {$90000.00} on XX/XX/XXXX for alleged loan # XXXX. a. The instrument # XXXX was dishonored on XX/XX/XXXX per U.C.C. 3-502 DISHONOR ( b ) ( XXXX ), which states ( XXXX ) If a draft is payable on a date stated in the draft, the draft is dishonored if ( i ) presentment for payment is duly made to the drawee and payment is not made on the day the draft becomes payable or the day of presentment, whichever is later, or ( ii ) presentment for acceptance is duly made before the day the draft becomes payable and the draft is not accepted on the day of presentment. b. Notice of dishonor was given to XXXX XXXX ( received XX/XX/XXXX ) by way of a notarial protest and affidavit in the form or Private International Administrative Remedy Demand No. XXXX dated XX/XX/XXXX. XXXX. XXXX NOTICE OF DISHONOR states ( b ) Notice of dishonor may be given by any person ; may be given by any commercially reasonable means, including an oral, written, or electronic communication ; and is sufficient if it reasonably identifies the instrument and indicates that the instrument has been dishonored or has not been paid or accepted. Return of an instrument given to a bank for collection is sufficient notice of dishonor. Any and all alleged debt or obligation due PHH Mortgage by XXXX has been fulfilled and discharged based on the following facts : a. XXXX of XXXX was made and refused. XXXX U.C.C. 3-603 ( b ) - ( b ) If tender of payment of an obligation to pay an instrument is made to a person entitled to enforce the instrument and the tender is refused, there is discharge, to the extent of the amount of the tender, of the obligation of an indorser or accommodation party having a right of recourse with respect to the obligation to which the tender relates. b. P.H.H. Mortgage XXXX any obligation of ********* : and ********* when they returned the processed instrument # XXXX on XX/XX/XXXX. XXXX XXXX. XXXX DISCHARGE BY CANCELLATION OR RENUNCIATION, which states : ( a ) A person entitled to enforce an instrument, with or without consideration, may discharge the obligation of a party to pay the instrument ( i ) by an intentional voluntary act, such as surrender of the instrument to the party,. XXXX XXXX of XX/XX/XXXX, XXXX. Mortgage and its representatives have remained silent and have provided no rebuttal to the submitted affidavit since receiving Private International Administrative Remedy Demand No. XXXX. Therefore, per the XXXX Maxims of XXXX XXXX, XXXX. Mortgage has acquiesced and tacitly agrees to all the facts and demands contained within the reference Remedy Demand through their silence. I do not wish to continue this matter further. Please process release of XXXX of my property with all XXXX XXXX XXXX of Deeds and XXXX offices.
Company Response:
State: SC
Zip: 29072
Submitted Via: Web
Date Sent: 2023-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This company has been giving me the run around for years now, and there seems to be no solution with them. XXXX gave me a predatory loan, and the court also knew that the loan was fraudulent. They have closed their door and supposedly transferred my loan to XXXX, also Newrez. I am doing everything to keep my home, and they do not want to modify my loan or look at my paperwork to help me catch up. I am tired of getting the runaround and not getting any younger. I am only looking for a solution, and they are trying to fraudulently take my home by raising the prices and adding unnecessary interest, knowing that I can not afford it. I need a Gap Accounting of the full loan and have not received any paperwork to this date
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30094
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: PHH Mortgage In XXXX due to XXXX I lost my job. So, I called PHH Mortgage and I requested to go into Forbearance. I was denied. In XXXX So, next I asked for a Loan Modification. I was told that that XXXX XXXX refused for a Loan Modification.!! Now, they are Foreclosing on my Home. They have a Sale date on XX/XX/XXXX.
Company Response:
State: FL
Zip: 33442
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I did a loan modification with PHH Mortgage company. I handled everything with the banks attorneys and the referee basically and our judge XXXX in XXXX XXXX. The modification closed and then PHH Mortgage added over $ 6000in fees over 30 days later. I later learned that they also reported late payments from more than 5 years ago on my credit report. Between the undisclosed fees that were tacked on after closing and the late reporting of 2 late payments /5 years later PHH mortgage company destroyed my credit. My credit dropped over 130 points and I havent recovered yet. I cant buy a free ice cream cone, my credit is destroyed! PHH mortgage says they can do anything they want and add fees to any mortgage they choose
Company Response:
State: NY
Zip: 12306
Submitted Via: Web
Date Sent: 2023-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to resolve this issue since 2019 until present. I fell behind due to my medical condition as well as my husbands. I underwent several XXXX and I wasn't able to work for awhile which caused us to fall behind on our mortgage. I have been working with a company for no charge and they have been trying to get me a modification and we keep getting denied. We submitted and appeal and that was also denied. I wanted the opportunity to start over. We now realize that we have done everything we could to keep our home but we realize that we need to sell. But in order to do so we need PHH to stop the auction and allow me to sale my home through as short sale as i do not want to lose my home to foreclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11010
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX- started exploring PHH site to find information on applying for mortgage modification XX/XX/XXXX - based on site created account with XXXXXXXX- approx. XXXX XXXX submitted RFA request for assistance. XXXX, XXXX, XXXX, XXXX submitted documentation listed on the site according to information provided. Throughout these days as I submitted documentation, none of the star indicators changed to solid ( indication of required form completed ), XXXX called during lunch- was told they did not know anything about the loan solution site XXXX checked account - no changes to star indicators. Checked Phh site to make sure I didnt somehow get to some random site by miss clicking. Called in evening - agent said they knew nothing of the loan solution site- said they could start the process via phone and took my information and said this would be the effective date for starting the process, explained that I had the form along with the other documentation that the site said I needed to submit, was told I could email the information to XXXX email address- Was told that they could not schedule an appt for me because I had already made my XXXX payment and their system would not allow them to schedule the appt to call back the XXXX to schedule an appt with my relationship manager. XX/XX/XXXX around XXXX User XXXX marked the submission as closed package XX/XX/XXXX first email ( other than authentication emails from logging into the account ) - the only information was that changes have been made to your application logging into the account I could not see any difference - no changes in star system XX/XX/XXXX, XX/XX/XXXX I checked - no changes to star indicators - at this time I was not aware of the account activity log that was available so I was unaware of logged change made by XXXX XXXX. XX/XX/XXXX activity log shows XXXX - A request for assistance was updated ; a new document has been received. - -A new document has been received- with no performed by information. I checked the site could not tell if any changes were made XX/XX/XXXX dated letter received XXXX who my relationship manager was and that they would review the package to determine if complete and will let me know if more documentation is needed. XX/XX/XXXX same letter uploaded to my documents on the website but dated the XXXX XX/XX/XXXX The request for assistance contains missing items. - - I logged in and was to see anything missing in the document center tab XX/XX/XXXX email saying they need additional information to complete the review and that I would get a letter XX/XX/XXXX called was told first appt I could get was XX/XX/XXXX could not talk to the relationship manager before that and nothing else could be done until then. Again was told they did not know what site i was referring to and that they had none of the documents I had loaded to the site. Explained that I would update the previously submitted documents as needed per phone call and then email the everything I had submitted on the website to make sure that I was submitting everything that would be needed per the phh site. XX/XX/XXXX - checked site for changes - no indication of any changes or new document requirements XX/XX/XXXX - XXXX emails to XXXX XXXX1 had 21 documents thought it didnt go through so sent 4 additional emails with documents split between the 4. Also uploaded the updated documents to the website - because of the different information I received with each call and what was on the site, I wanted to make sure they could not say they didnt receive them. XX/XX/XXXX checked site XXXX checked site XXXX - A request for assistance was updated ; a trailing document has been received. - agent The request for assistance contains missing items.- same agent I checked the site XXXX XXXX, XXXX & XXXX and XXXX received calls from PHH no phone message found on caller id. XX/XX/XXXX checked website. Email reminder about XXXX XXXX. XX/XX/XXXX XXXX XXXX - A request for assistance was updated ; a trailing document has been received -site by agent The request for assistance contains missing items. site by agent. I checked the site, could not find any listed required documents that were not already uploaded in the Document Center around XXXX XX/XX/XXXX 31 minute call with XXXX. Was told i submitted too much documentation that the only thing needed was the Mortgage Assistance application ( I had already submitted it but had n/a instead of XXXX and XXXX had not signed ) and paystubs. Since paystubs were there had XXXX sign and emailed to XXXX per XXXX instructions. Per XXXX none of the other documents were needed and that I should ignore the website. Soonest next meeting can be is XX/XX/XXXX. XXXX Call from PHH no message/ checked the website/ found phh numbers on caller id but no messages/called was told there was missing documents/explained that XXXX said I didnt need them but they were there in document center - ok found them - lots of documents - explained that I keep submitting and emailing when asked because I get conflicting information XX/XX/XXXX checked website XX/XX/XXXX XXXX - Missing Items The request for assistance contains missing items. XX/XX/XXXX XXXX XXXX ET XXXX XXXX Check-in Trailing A request for assistance was updated ; a trailing document has been received./checked the website- resubmitted what it said was missing////recieved email stating that my appt was with XXXX not Rahul on XX/XX/XXXX XX/XX/XXXX checked the site no change in status of the resubmitted item XX/XX/XXXX XXXX - Check-in Trailing A request for assistance was updated ; a trailing document has been received./i checked the site////called phh explained again that they are calling and not leaving a message that they only way i know if they have called is by checking the caller id- dont alway check caller id unless there is a message left. XX/XX/XXXX called received letter dated XX/XX/XXXX that said there were missing documents ( already in the document center previously ) that should be emailed to MOD email address and to check status and about calls with no messages- again that all documentation is thereconfirmed they had the documentation XX/XX/XXXX XXXX XXXX Missing Items The request for assistance contains missing items. XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXXin Trailing A request for assistance was updated ; a trailing document has been received. XX/XX/XXXX XXXX XXXX ET///checked websiteXXXX I called about changes overnight - explained again documentation is there. I have submitted nothing NEW since XX/XX/XXXX had to go to work XX/XX/XXXX called to check status XX/XX/XXXX, XXXX, XXXX checked website XXXX called to check status XXXX called to check status- rep started saying more documents were needed - I said that is unacceptable that the documents he was speaking of were already there since XX/XX/XXXX. I called at XXXX - with automated system and speaking with rep was connected for almost 11 min.//Complete Package A request for assistance has now become complete. XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Trailing A request for assistance was updated ; a trailing document has been received. XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX site saw that package was marked complete.///called again after work after rather heated conversation regarding the idea that I have not submitted anything new since XXXX, and that I had been told multiple times that my package was complete, that it was being reviewed by underwriters, that underwriters were looking for clarification, that with the confusion regarding the web site and what was needed/not needed that my request would be expedited that now I am being told there is no such thing as expedition and that they now had 30 days from today i decided wait for my scheduled meeting with the new rep on XX/XX/XXXX XXXX email reminder for XX/XX/XXXX appt. XXXX email reminder for XX/XX/XXXX appt. XXXX, XX/XX/XXXX checked website XX/XX/XXXX - schedule meeting with XXXX Said my package was complete XX/XX/XXXX and that they have 30 days from that date to give an answer. Told me that if I made the payment by the last day of XXXX they would not report my account to the credit bureau for being late but i would/could get a late fee. Wanted to discuss refinancing options, explained that I was not interested in refinancing with PHH because I had tried that many years ago and like this situation requirements/processes changed every I reached out to them and that I tried for more than 30 days with no progress and gave up. Tried to tell me that my taxes went up XXXX dollars and that my mortgage increased over XXXX dollars a month because of the escrow account. I explained that one of my many phone calls to them was because i received notice that {$97.00} was added to my principal ( Some time between XX/XX/XXXX and XX/XX/XXXX PHH reported to XXXX that my mortgage balance increased. ) and when i called PHH i was told that was because my taxes were XXXX dollars more than my escrow- he insisted no money was added to my principle and that my taxes had gone up by the XXXX. I told him what would i need to do to cancel the escrow account so I could afford my payment- he said i would submit a form, they would have 10 days and may not allow me to cancel my escrow account because of modification. I said if they dont give me the modification then there is no reason to have the escrow account and without it I would be able to make my payments. Asked if I made or would be making XXXX payment XX/XX/XXXX and XXXX reviewed PHH statements going back to XX/XX/XXXX. There was no increase in principal ( Although PHH reported that to the credit bureaus ), the difference between my taxes and escrow was XXXX and my escrow payment increases by XXXX dollars not XXXX XX/XX/XXXX email reminder of XXXX appt with XXXX not XXXX XX/XX/XXXX started call with consumer site - directed to hope hotline- hope hotline set up three way call with PHH to try and get clarification - phh would only provide general information. XX/XX/XXXX and XXXX reviewed site, phone logs emails XX/XX/XXXX called phh no updates- they need more time Asked if I made or would be making XXXX payment XX/XX/XXXX called phh - notified me that they sent me a letter stating investors are requesting a valuation of property - they need more time- should be resolved XXXX week of XXXX Asked if I made or would be making XXXX payment XXXX appt call not with XXXX although he is my person. need more time just received initial summary valuation from XXXX party but now waiting on word from investors - not underwriting. Asked about timeframe - was told he has 12 years experience multiple times during the call = what do you mean - how much longer 30 days, XXXX months a week? Well it is a third party company dont know when we will get full report, but the initial valuation is XXXX should be no more than a week, possibly two. Lets say three to be safe. Expressed my concerns that now the next notification I would get from them is oh we need new documentation because yours is out dated. No no you are misunderstanding i have 12 years experience, there is nothing else needed from you but we can not move until the property valuation is received and investors decide, then underwriting creates offer. Next rep appt scheduled for XX/XX/XXXX earliest available for my person but if he is not available another experienced rep will be calling. Assured me again that if there are any changes i will be notified by call and in writing ( have yet to have them leave a voice message- they call and hang up- I see it on the caller id that they called. ) Asked if I would be making XXXX payment. XXXX still have not received letter regarding valuation that was mentioned in phone appt. Erroneous report to XXXX regarding an increase in my mortgage principal still has not been fixed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 185XX
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A