Date Received: 2023-05-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As of today XX/XX/2023, PHH Mortgage continues to mislead and prolong information needed to Apply for the XXXX XXXX XXXX XXXXXXXX. Ocwen is the origin loan servicer for my loan. PHH Mortgage Services ' information regarding my loan has multiple legal violations in which my mortgage payment her not accurately reported on my statement. A letter was sent to my home on XX/XX/2023 stating that I didn't give them legal consent for my fiance to get information which is totally false. I have given them written consent to allow my fiance to have consented to the information. PHH Mortgage Service continues to use tactics to not resolve issues that are being stated. XXXX XXXX from PHH Mortgage Services continues to avoid giving me the information requested. I have contacted PHH Mortgage Services for years and the refusal of providing the information requested was not provided. PHH Mortgage Services continue to violate the federal consumer financial protection act and state laws governing unfair and deceptive business practices. As of today XX/XX/2023, PHH Mortgage Services failed to promptly and accurately apply for my loan payments, failed to maintain accurate account statements, didn't provide accurate and timely information to me who sought information about loss mitigation services, such as loan modification, provide false or misleading information to me for loan transferred from other loan servicers, improperly denied loan modification several times to me, provided false and misleading reasons for denying loan modifications, failed to honor modifications that were already in process and that had been agreed to by prior lender and servicers that had transferred loans which was Ocwen my original servicer.
Company Response:
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH Mortgage is in violation. I am restructuring as I've been misled purposely to derail truth from coming forward. To begin, PHH Mortgage is in violation in many ways I'll start from the top. XXXX XXXX. In the XXXX v XXXX case in which my mother was a class member : XXXX filed this XXXX on XX/XX/2015. ( Doc. XXXX ). In the initial complaint, Plaintiff alleged that Ocwen violated Section 1692e ( 2 ) ( A ) of the FDCPA and the Florida Consumer Collection Practices Act ( " XXXX '' ) by sending periodic monthly statements and delinquency notices to borrowers, like her, who had previously received XXXX XXXX bankruptcy discharges of personal liability on their home mortgage loans, but whose homes were still subject to valid in rem mortgages. It is undisputed that the form and content of Ocwen 's Monthly Statements, as used during the relevant time period, attempted to follow the requirements of TILA and Regulation Z, and also that Ocwen 's regular Monthly Statements and Delinquency Notices that were sent during the relevant time period included bankruptcy disclaimer language, explaining that persons who had been discharged in bankruptcy should consider the correspondence to be for informational purposes only. In XXXX 's view, however, the Monthly Statements and Delinquency Notices were not required to be sent to borrowers whose personal liability had been discharged in bankruptcy, and improperly suggested that discharged borrowers remained personally obligated to continue making payments on their home loans. Violations of the FDCPA allow successful borrowers two kinds of damages : actual damages as proven by the claimant and statutory damages on a classwide basis. 15 U.S.C. 1692k ( a ). Plaintiff sought only statutory damages. Now in understanding this, PHH Mortgage Services purposely sent disclosures to the improper address. Sending notices associated to this account to the XXXX which is in place to settle debts, implies the estate is liable which falls directly into the XXXX v XXXX case. PHH maliciously sent disclosures to my homophobic brother that had zero liability or ownership rights despite me pleading for them to stop. This opened me up for slander, as he took private information and spread it throughout my family creating embarrassment and trauma, all while being deprived of my property and rights as successor. On file we have proof that after I complied, and every attempt was made, PHH Mortgage repeatedly refused to accept me as successor, which created turmoil in my life. I wasn't allowed to see statements or seek help or ask questions because I wasn't authorized. To illustrate the depth of unfairness hear this, I was denied prior to any default despite my best efforts, and was only accepts as successor AFTER foreclosure actions were initiated and under threat of lawsuit. Should I have to threaten a lawsuit to receive fairness? Is that equitable? I have a learning impairment, dealing with the death of a loved one, loss work, lock downs, no help to explain my options, PHH Mortgage sabotaged my opportunity and now seek to deprive me of my land and property by not engaging discourse so I can participate in the legal process. This company has used deceptive destructive practices and communications. I'm currently looking to file but need their attorneys Georgia bar # and the attorney XXXX XXXX of XXXX and XXXX is non-responsive. I need help in exposing how this company went out of its way to disenfranchise me by way of blocking me from full access to my land which affected my ability to work, grow, and enjoy my land. Suppose I had wanted to sale and use my asset that way I was barred and spun into default and now they seek to sale my home for auction although I was treated unfairly from the start. They took advantage of my disability, death, and the crisis of COVID to subdue and ruin my opportunity. The Ombudsman took nearly a week to call me back, although the required turnaround is 24-48 hours and then she hung up on me when I put further questions to her. An agent pretended to be a " relationship manager '' and later admitted she wasn't available so she was taking his place, but she wasn't a relationship manager, she was a normal agent because she later transferred me to an escalation manager which is beneath a relationship manager, which means she misrepresented herself to be someone she was NOT. I was told letters were sent out regarding my demand letter which covers damages and what I suffered as a result of the negligence of this servicer. For their attorney to not return calls to I can properly file is inappropriate. I'm writing this as evidence and to document the hellish nightmare I've been living since moving in and taking over for my mom. I have had to fully engage this and have had to cancel my tour to fight and defend my land against unfair treatment. I seek to sue PHH Mortgage, trust is destroyed as the purposeful misrepresentations, lies, harmful practices ( destroying cashiers checks, {$2000.00} legal fee for improper foreclosure added to my monthly bill ), principal balance going from {$57000.00} ( roughly ) when serviced by Ocwen to {$97000.00} ( roughly ) when transferred to PHH Mortgage. There is no trust and I seek to expose this company. PHH Mortgage is liable and this fight is for EVERY homeowner thats ever faced off against this behemoth. My working opportunities are being hindered, joy destroyed, and life ruined because of this company. Every area of my life has been affected. Since I've been left out the legal process I've taken my fight public namely PHH and will continue to cover this in detail until I get justice. We're also looking to contact XXXX XXXX XXXX this for the public.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been approved for XXXX through the Vermont home owners assistance program. My mortgage company PHH keeps stalling and not submitting what is requested of them. They said I had to complete my 90 trial plan first but that is not what state program said. My mortgage company is less than trustworthy. It is PHH
Company Response:
State: VT
Zip: 051XX
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to sell the property. I learned today that the Mortgage company once again has sent in there preservation company to cut the locks on the property and leave it open. They did this in 2021. I called them and they referred me to XXXX XXXX XXXX I've called the company and it goes to voicemail.
Company Response:
State: IL
Zip: 60649
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage out of XXXX XXXX XXXX Florida, is not abiding by the agreement they made with me pertaining to a Forbearance Plan for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. These three months were to be deferred and the past due amounts would be paid upon the maturity date of the mortgage. On XX/XX/XXXX we received a Deferral Offer from PHH indicating I would need to act by XX/XX/XXXX to acknowledge and approve the deferral offer from them. On XX/XX/XXXX, at XXXX I spoke with XXXX XXXX ID # XXXX ) and told him we would like to accept the Deferral Offer. XXXX told me in order for us to accept the deferral offer, we would need to Make the XXXX mortgage payment. By doing so, this would then represent our acceptance of the deferral offer, and it would then be implemented. I then proceeded to make our XX/XX/XXXX mortgage payment. It was a little higher than expected, and I paid the normal {$890.00}, plus what I think was an activation fee for the deferral of {$17.00}, which brought the grand total up to {$910.00}. The following day I thought I would call simply to make sure the deferral offer was initiated, and my XX/XX/XXXX payment was received. The girl I spoke with XXXX ( ID # XXXX at XXXX XX/XX/XXXX ) didn't know about the deferral offer, and she was very difficult to understand. I told her I would call back. At XXXX I spoke with XXXX XXXX ID # XXXX ) he confirmed our deferral plan was accepted and was going to be effective as of XX/XX/XXXX. On XX/XX/XXXX at XXXX, I was told by XXXX ( ID # XXXX ) my XX/XX/XXXX mortgage payment was applied to XX/XX/XXXX. She also told me that she didn't see that I was approved for a deferral of the XXXX months of XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I called back at XXXX on XX/XX/XXXX and spoke with XXXX XXXX ID # XXXX ) he told me that the XX/XX/XXXX payment was indeed applied to XX/XX/XXXX. I told him what gave PHH the right to place my intended payment for XX/XX/XXXX on to XXXX? He told me the deferral would now be for XXXX, XXXX, and XXXX of XXXX. To say the least, I have made calls too numerous to count. I have, however, taken the names and ID 's of just about all the customer service reps I have spoken with. Know that most of the reps are completely unknowing of what's going on with my case. I have been told that my situation would be resolved through a thorough review, and to date, after numerous reviews, still hasn't been resolved. In the mean time, my XXXX and now XXXX mortgage payments have not been made per their instructions. What gives PHH the right to default of the agreement I made with them? We were assured we would have no negative credit reporting, or late fees as a result of the 3 month Forbearance Agreement. I have received letters from them they have deferred two months, and I owe again for XXXX. My online account shows I am due for XXXX, XXXX, and XXXX. I don't get it. Per their direction I did everything in good faith. I simply want them to acknowledge the three Month Forbearance Agreement for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Then defer those months to the end of my loan as was agreed upon. It seems as though no one at PHH knows what to do with my account. I simply want this back to me now owing for XXXX and XXXX, and continue on with my usual monthly payments. Please feel free to contact me at : XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49601
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Im out of the country and for some reason PHH website does not allow me to login from another country. I cant call them on the phone because I dont have a phone that I can call to the United States XXXX I have sent a dozen emails in the last three days trying to get my billpay set up on my new checking account with XXXX XXXX. I dont have the actual account number as everything has been done automatically for years. I have already closed. My XXXX account. PHH is making this impossible for me to send them payment. I can not pay them with a check because I dont know my account number and even if I did have a check, I wouldnt send it from another country. This is insane.!!!!
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have reached out to PHH Mortgage services and XXXX on many different occasions and get no response from them. In Accordance with the Fair Credit Reporting act PHH Mortgage account # XXXX, has violated my rights. 15 U.S.C 1681 Section 602 A states I have the right to Privacy. 15 U.S.C 1681 Section 604 A Section 2 : it also sates a consumer reporting agency can not furnish an account without my written Instructions. 15 U.S.C 166B : A Creditor may not treat a payment on a Mortgage account under an open end consumer credit plan as a late payment for any purpose.
Company Response:
State: TX
Zip: 773XX
Submitted Via: Web
Date Sent: 2023-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX from the state of Connecticut along with me sent grands and funds to bring the loan current # XXXX. The lack of professionalism, communication and discrimination against my homeowners mortgage loan are delaying the process. XXXX and my self had reached out PHH in numerous times and weve been ignorance By the company. It is unacceptable, PHH has to return money back to my checking account and Phh had failed to work with me and XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06708
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX XXXX PHH took over servicing of this loan. I had prepaid the PMI to the previous lender therefore there should have been no PMI charged to this loan when PHH took over. In XXXX XXXX I received an annual notification of PMI on the account. I do not have a copy currently, but I did call the servicer to remind them there should be no PMI on this loan. They confirmed it was just a notification. I received the same PMI notice in XXXX of XXXX and called again to ask why do I keep getting this notification if there is no PMI on this loan. They told me that the PMI was not in place and to ignore the letter again. I asked for documentation to be provided to me in writing that there was in fact no PMI on my loan. I received a letter dated XX/XX/XXXX that stated PMI was active on the account however it was terminated on XX/XX/XXXX ( see attachment letter dated XX/XX/XXXX ). I received another letter dated XX/XX/XXXX congratulating me on the cancellation of PMI and other terms about potentially having to repay any final PMI payments. See attachment letter dated XX/XX/XXXX. In XXXX of XXXX, I received a check in the amount of {$480.00}. I had no idea what it was from. I looked at my account online and it simply was listed as misapplied funds, misapplication reversal dated XX/XX/XXXX. See attachment C. I called PHH asking what the check was for. They said it was in regards to the cancellation of PMI. I said are you sure? I can cash this? They said yes go ahead. I then cashed the check and spent it and no longer have those funds available. You can pull their recordings of these calls over the years I hope if need be. This then led me to question how much in fact PMI had been held in escrow on my account as I had no idea how the figure of {$480.00} came to be. That was the the other part of my inquiry, how that amount came to be. I then submitted an inquiry asking for a total amount of any PMI paid on this loan as well as an explanation in writing of the {$480.00} check noted as misapplication. I received a letter dated XX/XX/XXXX then telling me I was in fact required to have PMI, to ignore the two other letters I received, and that the {$480.00} check was in error and that I had to repay it back to my escrow account. I then noticed on XX/XX/XXXX they charged {$480.00} back to my account listed as mortgage insurance disbursement ( see bottom of attachment C ). I immediately called back PHH on XX/XX/XXXX upon receipt of the letter as I was now utterly confused and the letter dated XX/XX/XXXX did not resolve all of my previous inquiries. I had to escalate the issue. See attached letter dated XX/XX/XXXX. This letter also then indicated PMI would be reactivated on this loan, adding additional confusion. I am also including a copy of the inquiry I submitted to the first servicer when I completed the refinance and paid the upfront PMI premium.
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello! Im seeking help from you please. Since I closed on my home on XX/XX/2021, my account has had 4 servicers. Its now starting to create chaos. My account started with XXXX XXXX XXXX XXXX. The latest servicer to receive my account is PHH Mortgage Services. I know nothing about the different servicers, but this one has taken over and is not making the process smooth. Each time Ive been notified that my servicer is changing by mail. Usually within 2 weeks - 30 days of the switch. I dont select the servicers. Its bad business to put a customer through so many changes, especially with a servicer we didnt pick. PHH Mortgage Services has taken over - and out of no where- claimed an Escrow shortage of over {$600.00}. Ive paid my mortgage statements monthly to the other servicers without shortages. PHH Mortgage Services is demanding that I pay their claimed amount, but wont give me a cost breakdown of where the shortages are coming from. Theyve added the shortage to my mortgage statement to pay again with no written explanation of whats short. Did the previous servicer not bill me correctly on property taxes, property insurance, etc? I doubt it because there wasnt that much change for any line items. The servicer is also demanding changes and records that no other servicer has had. Its a nightmare. Again, Im not sure who PHH Mortgage Services is, but this has been a very time consuming, unprofessional and unpleasant customer experience. This is the only time I am really wanting my servicer to be changed. To a more organized servicer. Help to get my account and escrow fixed by a mediator is greatly needed please. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30339
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A