Date Received: 2023-05-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: A tree fell on my home XXXX of XXXX, I still am out of my home. The lender placed insurance has been negligent and I received no funds from them. This forced me to pay my storage, pod, and rent ( so, I wasn't homeless ). After getting an attorney a miracle happened and they sent more money. The hold was not removed from my bank account until a couple weeks ago. I was under a trial plan for 90 days. I made the first payment. I was calling to make 2 payments and they refused to take my money. The end of XXXX would have been 90 days. So, they should have taken my payment. So, now I get to fight again to get my home. I need to get a trial of 90 days started again with my mortgage. I'm very disgusted to say the least. The insurance company only sends XXXX at a time. At this rate, with my monthly expenses due to being out of my home. It's going to take forever. This is all a big waste of money that I guess they can write off??? I need another trial period of 90 days with my mortgage. It makes me ill just writing about this. I really need some help! PLEASE!!
Company Response:
State: GA
Zip: 31406
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I changed home owners insurance XX/XX/2023. PHH is my mortgage company. They increased my monthly payment from {$760.00} to {$1000.00} without notifying me. I called PHH and asked why?. Their response was they decided reevaluate the Escrow Account based on Home insurance estimated to be {$4700.00} annually. My new policy with XXXX XXXX is {$2400.00} annually. They said they would do a reevaluation and get back to me. They did not contact me. I called several times to follow up. At the end of a call a request by the PHH company requested I comment on their service. I completed the request and ended with " I could not recommend anyone to do business with PHH mortgage based on my experience. As a result of my submitting my complaint I received an email from PHH apologizing and saying I would be contacted by another member of their team ' No contact yet. I have made 3 payments of {$1000.00} commencing in XX/XX/2023 I sent checks of {$680.00} and {$1700.00} escrow money from previous home owners insurance company. My loan number with PHH is. XXXX I believe this company has decided to increase my mortgage payment to increase profit. I am on Social Security. It is my only income. my budget will not support an increase in my mortgage payments. My original contact with PHH was very unpleasant. the man I spoke to had a very heavy accent and was difficult to understand. He did nothing to help me understand why the increase. He asked if i would like to pay {$4700.00} new escrow requires, I asked for his name and he gave me a code which i have misplaced. I am not tech savy and require patience. this man was rude and patronizing. Earliet this past week i called again and spoke to a very nice lady ; She said the reevaluation had been done and my payment would {$850.00} monthly. I can not handle this increase. Help me please
Company Response:
State: AL
Zip: 36608
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I previously submitted complaint, XXXX XXXX, which was answered by PHH Mortgage , the party to whom my complaint was filed. That resulted in PHH Mortgage, denying any record of the property in their system, via PHH Ombudsman. PHH Mortgage continues to pursue my property, by an additional response from PHH containing illegal documentation. Specifically, a signed Certificate of HUD Counseling, that is signed with a forged signature of my deceased mother, XXXX XXXX XXXX. This document is being presented for the first time by PHH Mortgage. It is a false document. Counseling was not performed to my mother in XXXX or any other time. I have attached the forged document, as well as documentation with her actual signature. I also have reported this forgery to the NM XXXX XXXX XXXX. The ongoing attempt to take possession of my property through unlawful, fraudulent means by PHH Mortgage ( RMS ) has been misrepresented in XXXX XXXX NM XXXX XXXX, through concealment and invalid recording of a deed instrument, representing that XXXX XXXX XXXX is the owner of a loan through an unlawful foreclosure, unlawful foreclosure sale XX/XX/XXXX and improperly notarized Special Master 's Deed, XX/XX/XXXX. XXXX XXXX XXXX has disclaimed any interest in the property XX/XX/XXXX as does PHH Ombudsman XX/XX/XXXX.
Company Response:
State: NM
Zip: 88101
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage currently requires 75 % equity for PMI removal, requiring you to use their appraisers, and charge a fee. 5 % more equity than is required and using their company does not appear to be fair business practice. Their appraisal came in {$20000.00} lower than my personal appraisal through my bank, and put me at 74.99 % equity, denying my PMI removal. PHH purchased my loan from my original lender ( that had an 80 % requirement ). I believe they are purchasing these PMI loans in a predatory way, then charging additional fees for removal, and prolonging that process intentionally to make additional revenue. This practice allows them to make tens of extra thousands of dollars on consumers such as myself. I have never missed a payment, I owe {$300000.00} on a {$420000.00} home. I work in the insurance industry and this is clearly unfair insuring practice. XXXX XXXX, XXXX, XXXX XXXX XXXX XXXXXXXX
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company, PHH Mortgage, failed to pay my property taxes in XXXX even though my escrow balance had the funds to cover it. I did not learn of this until XXXX when I was filing my taxes. I tried contact them many, many times to remedy, and ended up paying the property myself, including late fees. Every time I contacted I kept being told that it was being contracted through a third party and I needed to be patient. I was never informed anywhere along the way of this status, or if my mortgage company needed anything from me. PHH is now refusing to reimburse me for the late fees. I've since closed my escrow account with them so I never have to go through this stress again. That is thousands of dollars of my money that PHH held onto for months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91103
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear XXXX, Our records indicate the HAF Assistance program was denied as it is outside of state HAF guidelines. No more modification is allowed on the account. This account has been assigned a Relationship Manager as a single point of contact. If you have any questions regarding the account or options that we may have available, you may reply to this email or contact our Home Retention Department at ( XXXX ) XXXX to speak with the Relationship Manager, XXXX XXXX. XXXX is your designated contact for inquiries and the submission of documents as needed. XXXX XXXX PHH Home Retention Department is available during the following hours : Monday Friday : XXXX XXXX to XXXX XXXX ET For your protection, we have removed any personally identifiable information from your original inquiry. Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- From : XXXX XXXX XXXX To : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, " XXXX XXXX '' XXXX, Customer Care XXXX, XXXX XXXX XXXX XXXX XXXX XXXX Subject : Funding Denied??? Date : XX/XX/2023 XXXX XXXX EDT Dear Maryland Haf Program and PHH Mortgage Services, I am writing to request clarification on the denial of funds from the Maryland Haf Program for mortgage assistance through PHH Mortgage Services. As a homeowner who has been affected by financial difficulties, I have been working with PHH Mortgage Services to receive assistance through the Maryland Haf Program. However, I was recently informed that the application for assistance has been denied by the program. I am requesting clear communication from both the Maryland Haf Program and PHH Mortgage Services regarding the reasons for the denial and any steps that can be taken to resolve the issue. It is important for me to understand the specific reasons why the application was denied and what steps can be taken to address any issues and reapply for assistance. I would appreciate timely and detailed responses from both the Maryland Haf Program and PHH Mortgage Services. Please let me know what additional information or documentation is needed to move forward with the application and any timelines or deadlines that need to be met. Thank you for your attention to this matter. I look forward to hearing from you soon. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX Application Number XXXX for HAF Program Attachment of conversation from PHH -- -- -- -- -- Forwarded message -- -- -- -- - From : Customer Care XXXX Date : Tue, XX/XX/2023 at XXXX XXXX Subject : Important Account Information To : XXXX XXXX XXXX, XXXX This email was sent today. I have spoken at length with XXXX XXXX at PHH Mortgage in regards to the modification. I was told that HAF, which is a state program in Maryland, just needs to resubmit a form for the modification and send it to PHH Mortgage. Once, the form has been received by PHH, then PHH needs to send the documents over to Maryland HAF. Once those forms have been received at Maryland HAF, HAF will send the forms for me, XXXX XXXX to complete and then the forms revert back to HAF, to PHH to accept. I appreciate everyone assisting in this process. Please provide updates. Thank you, XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : Customer Care XXXX Date : Tue, XX/XX/2023 at XXXX XXXX Subject : Important Account Information To : XXXX XXXX XXXX, XXXX This email was sent today. I have spoken at length with XXXX XXXX at PHH Mortgage in regards to the modification. I was told that HAF, which is a state program in Maryland, just needs to resubmit a form for the modification and send it to PHH Mortgage. Once, the form has been received by PHH, then PHH needs to send the documents over to Maryland HAF. Once those forms have been received at Maryland HAF, HAF will send the forms for me, XXXX XXXX to complete and then the forms revert back to HAF, to PHH to accept. I appreciate everyone assisting in this process. Please provide updates. Thank you, XXXX Dear XXXX, Our records indicate the HAF Assistance program was denied as it is outside of state HAF guidelines. No more modification is allowed on the account. This account has been assigned a Relationship Manager as a single point of contact. If you have any questions regarding the account or options that we may have available, you may reply to this email or contact our Home Retention Department at ( XXXX ) XXXX to speak with the Relationship Manager, XXXX XXXX. XXXX is your designated contact for inquiries and the submission of documents as needed. XXXX C/O PHH Home Retention Department is available during the following hours : Monday Friday : XXXX XXXX to XXXX XXXX ET For your protection, we have removed any personally identifiable information from your original inquiry. This communication is from a debt collector attempting to collect a debt ; any information obtained will be used for that purpose. However, if the debt is in active bankruptcy or has been discharged through bankruptcy, this communication is purely provided to you for informational purposes only with regards to our secured lien on the above referenced property. It is not intended as an attempt to collect a debt from you personally. The information contained in this communication is confidential and only intended for the personal and confidential use of the individual or entity to which its addressed. If you are not the addressee ( or authorized agent ) indicated in this message, you have received this communication in error. Please destroy it immediately and notify the sender by reply email as any review, dissemination, copying or unauthorized use of this message is strictly prohibited. Click here to Unsubscribe Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- From : XXXX XXXX XXXX To : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, " XXXX XXXX '' XXXX, Customer Care XXXX, XXXX XXXX XXXX XXXX XXXX XXXX Subject : Funding Denied??? Date : XX/XX/2023 XXXX XXXX EDT Dear Maryland Haf Program and PHH Mortgage Services, I am writing to request clarification on the denial of funds from the Maryland Haf Program for mortgage assistance through PHH Mortgage Services. As a homeowner who has been affected by financial difficulties, I have been working with PHH Mortgage Services to receive assistance through the Maryland Haf Program. However, I was recently informed that the application for assistance has been denied by the program. I am requesting clear communication from both the Maryland Haf Program and PHH Mortgage Services regarding the reasons for the denial and any steps that can be taken to resolve the issue. It is important for me to understand the specific reasons why the application was denied and what steps can be taken to address any issues and reapply for assistance. I would appreciate timely and detailed responses from both the Maryland Haf Program and PHH Mortgage Services. Please let me know what additional information or documentation is needed to move forward with the application and any timelines or deadlines that need to be met. Thank you for your attention to this matter. I look forward to hearing from you soon. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX Application Number XXXX for HAF Program Attachment of conversation from PHH XXXX XXXX XXXX Attachments Mon, XX/XX/XXXX, XXXX ( 2 days ago ) to XXXX, XXXX XXXX XXXX XXXX XXXX, Customer , XXXX, haf.applications Dear Maryland Haf Program and PHH Mortgage Services , I am writing to request clarification on the denial of funds from the Maryland Haf Program for mortgage assistance through PHH Mortgage Services . As a homeowner who has been affected by financial difficulties, I have been working with PHH Mortgage Services to receive assistance through the Maryland Haf Program. However, I was recently informed that the application for assistance has been denied by the program. I am requesting clear communication from both the Maryland Haf Program and PHH Mortgage Services regarding the reasons for the denial and any steps that can be taken to resolve the issue. It is important for me to understand the specific reasons why the application was denied and what steps can be taken to address any issues and reapply for assistance. I would appreciate timely and detailed responses from both the Maryland Haf Program and PHH Mortgage Services. Please let me know what additional information or documentation is needed to move forward with the application and any timelines or deadlines that need to be met. Thank you for your attention to this matter. I look forward to hearing from you soon. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX Application Number XXXX for HAF Program Attachment of conversation from PHH 2 Attachments Scanned by XXXX XXXX XXXX XXXX Mon, XX/XX/XXXX, XXXX ( 2 days ago ) to me Error Icon Message blocked Your message to XXXX has been blocked. See technical details below for more information. The response from the remote server was : XXXX XXXX Recipient address rejected : Access denied. XXXX ( XXXX ) [ XXXX XXXX XXXX ] -- -- -- -- -- Forwarded message -- -- -- -- -- From : XXXX XXXX XXXX To : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, " XXXX XXXX '' XXXX, Customer Care XXXX, XXXX XXXX XXXX XXXX, XXXX Cc : Bcc : Date : Mon, XXXX XX/XX/2023 XXXX XXXX Subject : Funding Denied??? -- -- - Message truncated -- -- - Mortgage Assistance Application Hardship Information Trust Acct XX/XX/2023 XXXX Acct XX/XX/2023 Acct Holder Income Non Acct Holder Documents that were emailed per PHH
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: PHH Mortgage is a debt collector who must maintain reasonable procedures for determining the statute of limitations applicable to a debt it is collecting and whether such statute of limitations has expired. In the State of New York, the promissory note and mortgage are contracts, and there is a six-year statute of limitations law in effect. The last payment made on the subject account according to PHH Mortgage internal records was XX/XX/. The New York State Department of Financial Services states in debt collection rule 23 NYCRR 1, Section 1.3, PHH Mortgage is required to inform me that the statute of limitations has expired. The Fair Debt Collection Practices Act, 15 U.S.C. section 1692, et seq strictly prohibits debt collectors from seeking payment on legally time-barred debts. A debt collector may not use any false, deceptive, or misleading representation or means in connection with the collection of a time-barred debt. Nor may a debt collector use unfair or unconscionable means to collect or attempt to collect a time-barred debt. It is also a violation of the FDCPA for a debt collector to bring or threaten to bring legal actionwhether explicitly or implicitly against a consumer to collect a time-barred debt ( 12 CFR 1006.26 ; see generally 86 Fed Reg 5766, 578182 [ describing CFPB interpretation of this rule ] ). PHH Mortgage has deliberately refused for years to inform me of the disclosure or disclaimer about the statute of limitations being expired as required by the New York Department of Financial Services debt collection rule 23 NYCRR 1, Section 1.3., despite many written requests.
Company Response:
State: NY
Zip: 11580
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mother, XXXX XXXX XXXX XXXX ( the Borrower ) passed away in XXXX, 2023, with a reverse mortgage on her home. The lender is REVERSE MORTGAGE SOLUTIONS and the servicer that we have been dealing with is PHH MORTGAGE. We wanted to pay off the mortgage because the interest rate was high. We requested a payoff but never received it. We were able though to get the house under contract rather quickly so decided not to continue to pursue the payoff further but to instead pay the loan off at closing. The lender has been incredibly slow giving us the payoff and I and the closing law firm 's paralegals have been placing numerous calls in an effort to get the payoff. I learned on the phone today that the reason it takes them so long is that there procedure is that before giving a payoff they order an appraisal on the house -- THE COST OF WHICH IS CHARGED TO THE LOAN!!! There is not reason for an appraisal. We are asking for a payoff, not a loan write down. So, in the end we will be CHARGED OVER {$1000.00} TO RECEIVE A PAYOFF! This is unconscionable. Also, they told me that you must order a payoff for a date certain, which means to be on the safe side you must order it for at least two weeks out and overpay if the closing occurs before the date of the payoff. They then take 90 days to give you your money back! This must be illegal lender arbitrage.
Company Response:
State: NC
Zip: 27517
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was trying to payoff my loan with PHH Mortgage Services in XXXX, XXXX. I sent a final payment of {$5000.00} on XX/XX/XXXX. The remaining loan balance at the time was {$4500.00}. PHH held my payment & did not apply it to my balance. When I saw the money had left my bank account, I checked online at PHH 's portal and saw the money was " unapplied '' but received as a payment. On XX/XX/XXXX, I called PHH to find out why they would not apply my funds to my loan balance. I was told that since the payment was more than the balance they would not apply it until I requested a loan payoff quote. Had I not called, I would not have known this requirement. I was told ( on a recorded line ) that once the payoff quote was received, the funds would be applied. I requested the payoff quote & got confirmation that I DID NOT need to make my monthly payment on XX/XX/XXXX, because they already had plenty of funds being held. On XX/XX/XXXX, I checked to see if the {$5000.00} had been applied to my loan balance. It had not & I had not received a payoff quote from PHH. On XX/XX/XXXX, I received a secure email from PHH that contained the payoff quote letter. The email letter said the payoff was good until XX/XX/XXXX ( already past that date when I was sent the quote ) & the payoff amount was {$5300.00}. I checked the PHH portal & saw my {$5000.00} had still not been applied to my outstanding balance ( they held the money 7 days, while my loan balance continued to accrue interest & quoted a payoff balance on XX/XX/XXXX based on {$4500.00}, instead of what should have been a zero balance or {$1.00} balance on XX/XX/XXXX ). On XX/XX/XXXX, I called PHH again & spoke with a supervisor in the USA, ( after requesting to speak to a US based rep ). XXXX XXXX XXXX came on the line and told me that I had to wire or send certified funds for the difference between the XXXX XXXX they were holding & the payoff quote amount from XX/XX/XXXX, PLUS additional interest of XXXX XXXXXXXX day before they would credit my XXXX XXXX to the loan amount. I explained the history listed above in this complaint, and that I should, at a minimum not be held responsible for interest charged between XX/XX/XXXX when the payoff quote was generated & the delivery of that quote to me on XX/XX/XXXX. She did not agree and repeated that the only way PHH would apply the XXXX XXXXXXXX I sent them on XX/XX/XXXX, was when they received the additional {$330.00} PLUS extra days interest after XX/XX/XXXX. My contention is this - PHH Mortgage Services is committing consumer fraud, by intentionally w/holding customers funds received by them to pay down loan balances, when they realize the loan is about to be paid off, thus continuing to accrue their interest. Then when the payoff quote is requested by the consumer, they delayed delivery of that quote, until after the quote expired, to collect additional interest charges from the consumer ( me in this case ). My payoff quote on XX/XX/XXXX, should have been calculated from a loan balance of {$0.00}, or {$1.00}, after my {$5000.00} payment was received on XX/XX/XXXX which was greater than the published loan balance. By failing to apply funds they received 3 days prior to the payoff request date, they were able to generate additional interest accrual on the high loan balance, thus increasing their profits at the loan termination. They intentionally withheld money that was sent them to pay down the loan balance for at least 7 days, as I still do not have proof that my funds will be applied despite sending the wire transfer for the additional closing costs on XX/XX/XXXX. Please investigate this deceptive practice of profit generation by this regulated lender. I'm sure you will find that I'm not the only one they have done this too. 1 additional piece of information - as I was sending bi-weekly payments to PHH through XXXX & XXXX to payoff this loan early, they would not apply all the payment to the loan principal. They would credit a portion of the payment to the next month 's payment, and take the interest. I noticed after 3 large payments that PHH had credited my monthly payments through XXXX, XXXX, despite my payment notices that I was making " principal payments only '' and not a monthly loan payment. After I called and complained, PHH reversed the interest charges and applied all the funds to the principal, but had I not been watching the account - they would have been collecting interest that should not have been accrued due to a higher loan balance, & they were extending the length of my loan, when I was trying to pay it off early. Deceptive accounting practices where in place until the consumer notices and complains.
Company Response:
State: NC
Zip: 27518
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I own a home and the adjacent lot ( which has a mobile home. ) I obtained a reverse mortgage on my home some years ago. I put the lot up for sale and the legal description for the reverse mortgage is for both parcels. Initially the mortgage company required I divide my parcel into two, separating the mobile home parcel and the parcel with my home, in order to qualify for the mortgage. The legal description was not updated before closing my loan and thus the additional parcel is also burdened with the reverse mortgage. The escrow company, XXXX XXXX, prepared a correction deed which PHH has never acknowledged. For 7 months myself, the escrow agent, the loan officer, my agent and myself have been trying to get this corrected. I have already lost a buyer and I can't offer the property again until the title is clear. The market is going down, this has cost me money. I was selling the mobile home parcel because I needed the money, the several additional months has cost me my credit, additional late fees, utility shuts offs, etc. We are all beyond frustrated. What more can we do to get a response from PHH. What recourse do I have and how can I fix this?
Company Response:
State: WA
Zip: 988XX
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A