Date Received: 2023-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Last year PHH mortgage changed my Escrow amount 3 times based on false information making me supply the correct information but it took over 4 months for them to correct the amount and I over paid my taxes by XXXX dollar. I am a XXXX citizen and now they have done it again! in XX/XX/2023 my payment was XXXX and in XXXX they raised it to XXXX. They are basing this AGAIN on wrong information. I sent them the correct tax amount, I told them I over paid last year but they will not change the amount online so I can pay. I HAD to overpay my escrow or my payment will be late. CATCH XXXX! And they know it!!! You can ONLY pay the amount shown on your account online or by phone. EVEN when PHH IS WRONG! Is you send a check it never reaches your account and then they distribute the amount of the check they way they choose! So in order to keep my account in good standing, keep my mortgage current, I have to OVERPAY! This is a SCAM!!! ALL the extra money they receive from the consumers whom they do this too, over states their income statements!!! And in the end the county refunds the overpayments to the consumer. But this creates a HARDSHIP for XXXX citizens, such as myself, who do not have the extra income to be over paying anything. NO ONE that you talk to, and i usually get transferred at least 5 times and spend over an hour and a half with their agents, ever actually helps you. Nothing gets corrected and half the time they spend on the phone is " verifying '' who you are just to say they cant help and transfer you on to the next person. It is a FARCE!!!! to try and get any help from anyone at this company. I have seen all the reviews, complaints and it is Sickening that we have to be treated in this manner with a company that was NOT of our choosing.
Company Response:
State: TX
Zip: 78130
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage escrow department sent a notice of shortage for XXXX year which would take affect XX/XX/2023. I received a billing statement ( XX/XX/XXXX ) with less than a 48 hour notice that the payment increased payment would be due XX/XX/2023. I paid my normal payment XX/XX/2023 that did not include the increase because of the discrepancy. I sent a notice in writing by email bringing this to their attention. I also sent a written notice by mail advising that I would not be entering into an escrow payment agreement with them and that would be making the payments directly to the insurance company and county to cover my taxes & hazard insurance myself.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30078
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan is almost 2 years old. I noticed this year that my taxes for XXXX and XXXX were not paid. I called them over 14 days ago to find out what was going on since they collect escrow money on my loan. They could not say what happened and told me they would be in touch in 48 hours. A week later I called and advised no one had contacted me. This time they said it would take 10 days to investigate and that they would take care of the taxes. This week I received a letter saying that they are processing my account for an escrow exemption. This comes too late as now there is over {$500.00} in late fee 's due to the county for their negligence. I need help please this is beyond unprofessional and I'm starting to wonder if this is some kind of fraud to take my home away.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied to the MA Homeowners Fund Assistance in XX/XX/XXXXXXXX & by XX/XX/XXXX, I was 3 months past due on mortgage payments & qualified for pending HAF application acceptance. I kept PHH Mortgage appraised by phone stating my HAF application was accepted pending validation of my arrears from PHH Mortgage. I asked that notification be noted in my mortgage file of my HAF application. On XX/XX/XXXXXXXX HAF Program sent a request on the official XXXX secured portal to PHH Mortgage requesting validation of my arrears. I worked with a specific HAF Rep, XXXX XXXX, who sent a screenshot copy to me by email to verify the request went to PHH Mortgage on XX/XX/XXXX. I have retained the email screenshot & all subsequent update emails from HAF. To date there has been no response from PHH Mortgage to HAF Program. PHH Mortgage denies receiving any request on the secured portal, regardless of the copy I forwarded to them verifying the request was made. Unless PHH Mortgage responds to HAF, I am in jeopardy of my HAF application being closed as a result of " No response from PHH Mortgage. '' HAF provides a 90 day grace period for the mortgage servicer to respond & that grace period is up XX/XX/XXXX. Correspondence & emails back & forth from me to PHH Mortgage is not getting anywhere. They still deny any request from HAF for my arrears, even with proof of the screenshot copy I sent them! If the Banking Commission doesn't intercede compelling PHH Mortgage to comply as they are required to do under the agreement they signed with MA, I am at risk of a foreclosure. I am XXXX XXXX XXXX & struggling to keep my home. The HAF Program was a blessing to have found, but my mortgage servicer is being noncompliant at my expense. PLEASE HELP!
Company Response:
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: RE : Account # : XXXX Dear PHH MORTGAGE SERVICES, I am writing to you to express my sincere apologies for the missed payments on my loan for the investment property that I purchased in XXXX. As you may recall, I believed that I had set up autopay through your company 's dashboard, only to find out that payments were not being drawn after two months had passed. I subsequently discovered that my billing address had not been correctly updated, leading to all mail being sent to the wrong place. To avoid any confusion in the future, I have attached the billing address that your company had on file, along with the address that it should have been. The address that the mail was accidentally sent to was XXXX XXXX XXXX XXXX, XXXX XXXX, California, XXXX, and the correct address is XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. Upon realizing that the payments were delinquent, I immediately made a lump sum payment to cover the missed payments, as well as any associated fees or penalties. I want to assure you that missing payments is not something that I take lightly, and it was never my intention to default on this loan. I have never missed a payment in my life, and I understand the negative impact that a missed payment can have on my credit score and on your business as well. I am asking for your forgiveness this one time and for your understanding of the complicated mistake that led to the missed payments. I am committed to rectifying the situation as quickly as possible and to working with you to find a solution that is acceptable to both parties. Please let me know if there is anything I can do to further rectify the missed payments or to prevent similar issues from happening in the future. Thank you for your understanding, and I hope that we can work together to find a resolution that benefits u
Company Response:
State: CA
Zip: 90740
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been waiting for months to get a mortgage assumption package transfer under my name and the bank keep asking over and over for the same documents without a final decision. I dont know what to do anymore, this is very stressful and frustrating. I have been waiting for a response since XXXX, 2022 without even knowing what the end result will be.
Company Response:
State: FL
Zip: 32765
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is regarding a reverse mortgage taken by my parents in XXXX. They are both now deceased and their home is in pre-foreclosure status. It appears that PHH Mortgage is the current lienholder under loan # XXXX On XX/XX/XXXX I was served with an Amended Complaint in an action filed in the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX under a Foreclosure Case # XXXX in the action entitled Nationstar Mortgage LLC v. " Unknown Heirs ... Marie Bambino et al. The pleadings filed with the court and verified by XXXX XXXX XXXX XXXX for the Mortgage Corporation state that {$220000.00} is due and owing on principal on the Note and Mortgage plus interest, etc. Subsequently I received a payoff statement in excess of {$370000.00}. This figure is in excess of {$140000.00} as stated in the pleadings filed with the Court. To protect my rights as a beneficiary of my parents ' property I was forced to hire an attorney to defend this action. My attorneys have sought a breakdown of this sum claimed due and the mortgage company and their attorneys have failed to provide this information. I have written to the mortgage company directly requesting this itemization and my correspondence hasn't even been acknowledged by the mortgage company although I did receive a read receipt timestamped from the country of XXXX. I would like to preserve the estate and sell this property but absent the requested information, we can not proceed. Forcing me and the mortgage company to continue to incur attorneys fees for a failure to provide information needed is unfair and unjust. I am filing this complaint hoping that the CFPB will force the mortgage company to disclose the breakdown on the payoff and explain a discrepancy in excess of {$140000.00}
Company Response:
State: VA
Zip: 23462
Submitted Via: Web
Date Sent: 2023-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XXXX we listed our home for sale with a realtor. XXXX we entered into contract to sell. Closing was set for XXXX. On XXXX we were notified by XXXX XXXX and XXXX that there was a lien/mortgage against the property recorded at the county courthouse. We filed bankruptcy in the early 2000 's ( not sure of the year ). This property was listed in the bankruptcy. In over 20 years we never received any notices, foreclosures or otherwise in regard to owing anything. We were told it was discharged. Now three ( 3 ) days before closing we were told about this. We don't know where or how this could ever happen and was unexpected. Closing is postponed until XXXX. The title company had a very difficult timing contacting anyone to find out payoff information. Finally on XXXX they received payoff letter from PHH Mortgage. We contact our attorney to negotiate a lesser amount. She emails and calls PHH Mortgage and does not receive any response for 2 weeks. She advises us that according Illinois law, we would have to close or be possibly be in a lawsuit or other legal action from the buyers. Closing was XXXX and we had to sacrifice paying this unknown mortgage. I call XXXX Mortgage at XXXX on XXXX at XXXX XXXX talked to XXXX ID # XXXX - XXXX at XXXX XXXX talked to XXXX ID XXXX XXXX - XXXX @ XXXX XXXX talked to XXXX ID # XXXX. No one was ever able to offer any assistance or would return calls if I left voicemails. I emailed as instructed to XXXX & XXXX and received no response. The only email I would get a response from is XXXX. Please see attached emails. They did offer over 50 % discount which we agreed to. They then request us to pay and I sent them the check and proof of delivery. They informed me that release would be sent. I asked for refund as we absolutely had to pay much more and was told there would be no refund. All of this negotiation, once we could reach out to someone took over 30 days. We were notified of this being due on XXXX and closing had to occur on XXXX -- -- 2 weeks. This delay in communication has cost us over {$45000.00} which we feel is unnecessary do to lack of response on PHH Mortgage. We are asking for any assistance to recover this money we had to sacrifice in order to sell our home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 620XX
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: HELLO MY NAME IS XXXX XXXX AND MY BROTHER XXXX XXXX. WE ARE THE XXXX OF XXXX XXXX WHO WAS THE BORROWER ON THE LOAN WITH PPH MORTGAGE. MY MOM PASS AWAY ON XX/XX/XXXX. SOON AFTER WE WENT TO PROBATE COURT BC SHE PASSWD WITHOUT A WILL. SO WE GOT A DOCUMENT CALLED LETTER OF ADMINISTRATION SAYING WE WAS HER XXXX. IN THAT TIME WE CONTACTED PPH LETTING THEM KNOW WE WANTED TO KEEP THE HOUSE, SHE [ MY MOTHER ] SAID IF ANYTHING HAPPEN TO HER THE HOUSE WOULD BE PAID OFF. SO THE DOCUMENTS REQUESTED FROM YALL WAS MY ID, MY BIRTH CERTIFICATE, THE LETTER OF ADMINISTRATION, MY MOM DEATH CERTIFICATE, AND MY INCOME AT THE TIME. SO WITH THAT MY BROTHER AND I BECAME SUCCESS OF INTEREST ON THE ACCT. MEANING I HAD THE RIGHTS TO TALK ABOUT THE ACCOUNT. SO IN XXXX WE COMMUNICATED SEVERAL TIMES ON THE ACCOUNT. SO A MODIFICATION WAS TALKED ABOUT TO HELP US. SO WITH TERMS OF THAT WE HAD A 3 MONTH TRIAL ON PAYING THEN WENT TO 6 MONTHS WE PAID AND THEN IT WAS ISSUES ONCE AGAIN WITH YALL NOT RECIEVING PAYMENTS FROM US AND WE SEND THROUGH XXXX XXXX SO WE COULD HAVE PROOF IT GOT TO PPH. WE HAD TO DO MODIFICATION AGAIN SAME TERMS WE FOLLOWED THEN AGAIN WENT THROUGH MISSING PAYMENTS SO IT BECAME VERY FUSTRATING AND NERVE WRECKING. TALKING WITH DIFFERENT AGENTS BECAME AN ISSUE BC WE WAS TOLD DIFFERENT INFORMATION EVERYTIME UNTIL I STARTED ANXIETY ATTACKS FROM BEING TOLD YALL DIDNT RECIEVE DOCUMENTS GIVING ME EMAILS THAT DIDNT WORK AND SAYING ALL THE TIME ITS GONE TAKE 10 DAYS TO UPDATE IN THE SYSTEM THEN XXXX TO MAKE A DECISION NUMEROUS TIMES VERY UPSETTING TO ME SO I STARTED LETTING MY BROTHER TALK WITH PPH. SO A XXXX NAME XXXX XXXX WAS ASSIGN TO THE ACCOUNT. HE WAS THE ONLY ONE TOLD US WHY THE MODIFICATIONS WAS NEVER COMPLETE. WE NEEDED A FAMILY TRANSFER PACKET COMPLETED WHICH WE WAS NEVER INFORMED UNTIL HE TOLD US WHY WE WAS HAVING A PROBLEM EVERY SIX MONTHS WITH THE MODIFIFCATION. SO AGAIN WE HAVE RESUBMIT MORE COPIES OF PREVIOUS DOCUMENTS ALREADY SENT IN. SO OUR QUESTION WAS WHERE IS OUR INFORMATION AT, WAS TOLD MAYBE IN A DIFFERENT DEPARTMENT. IRRATATED ONCE AGAIN BECAUSE WE ARE NOT MOVING FORWARD. SO WE SENT REQUIRED DOCUMENTS IN AGAIN PLUS PAPERWORK THAT HAD TO BE SIGNED AND XXXX EXPLAIN HE COULD MAKE ANYTHING HAPPEN IN THAT OFFICE BC MY BROTHER CLEARLY ASK HIM WAS WE GONE GO INTO FORECLOSURE HE SAID NO AND XXXX WE TRIED TO MAKE A XXXX AND XXXX PAYMENT THEY RETURNED IT TO US SAYING NOT TO MAKE ANY MORE PAYMENTS UNTIL FUTHER NOTICE WHICH HAS PUT US BEHIND FOR A WHOLE YEAR NOT BC WE COULDNT PAY BUT BC WRONG INFORMATION BEING SAID TO USE. WE REACH OUT TO XXXX AND HE WAS NO LONGER ON THE ACCT TO BE THE AGENT. WOW SO NOW AGAIN WE SPEAKING WITH DIFFERENT AGENTS TELLING US THIS THAT AND THE THIRD. WE HAVE EMAILED FAX SENT CERTIFIED DOCUMENTS TO THE OFFICE IN FLORIDA AND NEW JERSEY. SO NOW BEING TOLD NO MORE MODIFICATION BC THE LOAN AMOUNT IS LESSER THAN WHAT THE VALUE OF THE HOUSE IS NOW. SO ARE PUT IN A NO WIN SITUATION BC OF MISLEADING INFORMATION WE HAVE DID OUR PART WITH SENDING IN DOCUMENTS REQUESTED AND BC THE EMAILS ARE WRONG OR DIDNT RECIEVE SO TO SAY GIVING US THE RUN AROUND AND RESENDING DOCUMENTS HAS BEEN NERVE WRECKING AND CAUSE ALOT OF TIME COSUMING AND PAIN AND MENTALLY STRESSED BEHIND ALL OF THIS. NOW WE ARE TOLD A REPAYMENT IS THE ONLY OPITION. AND WE ARE BEHIND NOT BC OF US ITS BC OF THE INFORMATION NEEDED OFF HAND WASNT TOLD TO US. IT WAS NEVER A PROBLEM WITH US MAKING PAYMENTS AT ALL. MISLEADING INFORMATION AND TOLD BY DIFFERNT AGENTS SOMETHING DIFFERENT CAUSED ALOT OF CONFUSION. SO NOW WE HAVE BEEN AGAIN PUT IN A POSITION FOR THE HOUSE TO FORECLOSE ON AND WASNT TOLD THIS BY PPH BUT BY A CONSUMER THAT CAME TO THE HOUSE THAT HE SEEN IT ONLINE. WOW DEALING WITH THIS MORTAGE COMPANY HAS US TO WORRY AND STRESS BEYOND MEASURES. AND I CANT UNDERSTAND WHY ANYONE WHO HAS A MORTAGE WITH THIS COMPANY HAVE TO GO THROUGH THIS MUCH PAIN AND STRESS JUST TO KEEP THE HOUSE WE GREW UP IN BULIT FROM GROUND UP TO BE PUSHED TO THE POINT OF MAKING US GIVE UP BUT WERE NOT BC YALL ARE WRONG IN SO MANY WAYS.
Company Response:
State: GA
Zip: 30518
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent PHH MORTGAGE SERVICES an affidavit of adverse order, which had been recorded on the land records, to remove them as trustee of my estate on my real property via registered mail. They continued to harass me about payments without true verification of the debt, so with honor I made multiple attempts to settle this debt, which was illegally and fraudulently obtained through lack of full disclosure, unfair mortgage banking practices, and identity theft. PHH illegally used and monetized my promissory note for gains without my consent and PHH also provide my private persons information to 3rd parties also without my consent. I presented them payment via legal tendered negotiable instruments of {$56000.00} on XXXX then {$19000.00} on XXXX to settle. PHH never returned my instruments, in which they were acceptance of, nor did they apply credit to my account. Phh proceeded to do a fraudulent and illegal non jurisdictional foreclosure, even after I tried to settle and have adverse affidavit removing them as trustee. PHH never sent special notice to me, nor put in newspaper for 20 days or weekly up to till sale.
Company Response:
State: MO
Zip: 63136
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A