Date Received: 2023-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH acquired the servicing of my mortgage on XX/XX/XXXX. My homeowner 's insurance renewed on XX/XX/XXXX. PHH notified me that my insurance had expired, despite renewal with the same insurer XXXX XXXX XXXX ). I've placed four calls to PHH to attempt to resolve this issue so that they don't force place an unnecessary policy. The first resolution method provided by PHH was to upload my new binder to XXXX XXXX XXXX This website didn't work when I tried it on two different computers, using two different browsers. When I contacted PHH, they provided me with an email address to email the insurance. When I tried that, I received a bounce-back nearly 24 hours later stating that there was something wrong on the recipient end. I want this issue resolved, but none of the resolutions work, and I no longer wish to run in circles. I've been reasonable in trying to accommodate their request, and have spent more than enough time to resolve the issue.
Company Response:
State: ME
Zip: 039XX
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been under constant duress from continuous harassment from PHH Mortgage, beginning in XX/XX/2022, after my husbands passing, up until now. I am now in receipt of yet another Certificate of Occupancy that I have been requested to complete, sign, and return to verify that I continue to occupy XXXX XXXX XXXX XXXX, XXXX XXXXXXXX, VA XXXX, as my principal residence. I have been requested to sign and complete this form from PHH Mortgage at least 3-4 times a year. Upon contacting HUD, I was informed that completion of this form should only be required ONCE a year. The last Certificate of Occupancy form was completed and returned to PHH Mortgage in XXXX, XXXX, with acknowledgement of receipt in XX/XX/2022. Is it necessary and PHH 's intention to send this form for completion every quarter, with threats of foreclosure ( every quarter ) if it's not completed and returned?
Company Response:
State: VA
Zip: 23455
Submitted Via: Web
Date Sent: 2023-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: PPH mortage has reported in XXXX and XXXX of 2023. XXXX payment was made and delivered on XX/XX/XXXXXXXX XXXX and XXXX is not reportable on the XXXXXXXX XXXX of the month that it is due.
Company Response:
State: IL
Zip: 622XX
Submitted Via: Web
Date Sent: 2023-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We took out a XXXX in XXXX with XXXX and paid it off 15 years ago in XXXX. GMAC went out of business and was purchased by XXXX XXXX. Effective XX/XX/XXXX, Ocwen Loan Servicing , LLC acquired certain assets of GMAC Mortgage , LLC, pursuant to a Sale Order entered in connection with the bankruptcy cases of XXXX XXXX XXXX XXXX and certain of its affiliated debtors. XXXX however failed to properly record the XXXXien release/payoff. I have my credit report showing the PAID IN FULL, as well as a Paid In Full document from GMAC Lien Release Department, yet neither XXXX nor Ocwen Financial Corporation ( PHH Mortgage ) is extremely incompetent in following through on this. This is causing undue stress as I am attempting to refinance my property but can not until I receive the payoff. Ocwen Financial Corporation 's primary brands : PHH Mortgage and Liberty Reverse Mortgage. PHH Mortgage is one of the largest servicers in the country,
Company Response:
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2023-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage reported we were 30 days late on payments dating back to XX/XX/XXXX. We sent bank statements several times proving we have not missed any payments dating back to XX/XX/XXXX. Never got a clear response in writing showing when or where we had missed a payment. This cumulated last year when PHH reported we were 2 months behind on our payments. Once again we sent proof of all payments. PHH refused to produce proof of missed payments and dates of those payments. In XX/XX/XXXX we made XXXX extra payments totaling {$3000.00} to stop the harassment. We still have not received proof that we missed these payments.
Company Response:
State: TX
Zip: 77584
Submitted Via: Web
Date Sent: 2023-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act, the list of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681. PHH MORTGAGE SERVICES Account # XXXX has violated my rights. 15 U.S.C 1681 ( a ) ( 4 ), FCRA section 602 A ) States I have the right to privacy. 15 U.S.C 1681b-a ( 2 ) ( Section 604 A Section 2 ) : It also states a consumer reporting agency can not furnish an account without my written instructions. 15 U.S.C 1681c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information or any other adverse item of information, other than records of convictions of crimes ( they may only report crimes, not debts ) which antedates the report by more than seven years. 15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. Please delete this account properly thank you. PHH MORTGAGE SERVICES {$430000.00} Balance updated XX/XX/XXXX Account info Account name PHH MORTGAGE SERVICES Account number XXXX Original creditor - Company sold - Account type Mortgage Date opened XX/XX/XXXXXXXX XXXX
Company Response:
State: PA
Zip: 19460
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I can better explain what happened by sharing the email that I sent to their customer care email ( XXXX ) with the Subject topic ( Payment Method Change Complaint for call on XX/XX/2023 ). See email sent to them below : I was instructed by your escalation manager ( XXXX XXXX ) to report my complaint to be resolved to this email. The issues are numbered below : 1. I called on XX/XX/2023 to have my payment method changed but it was not changed. I called today to inform you that because the payment method was not changed I had an overdraft after the representative told me the payment method was changed. 2. The escalation manager, XXXX XXXX told me that the notes written by the rep I spoke with initially did not indicate that the representative changed the payment method after I called him yesterday at XXXX for a duration of 10 minutes at XXXX. Here 's an overview of the conversation that his notes indicate didn't happen according to XXXX XXXX : In the call made on XX/XX/2023 he asked for my account number I refused to give it to him and then he asked for my routing number. I gave this to him because it's public knowledge. He then confirmed my account number for the account number of the bank that I wanted him to change the payment method to. I asked him repeatedly if I could get a confirmation of the change he made and he told me I would receive a confirmation email within XXXX hours. I was suspicious of the call so I checked the next day and my suspicion was correct that he did not make the change causing me an overdraft. 3. Since the escalation manager was called and I had been on the phone with him and a previous tech for over an hour, I felt he could have done more, but insisted that I send this email. Had he done more I wouldn't be sending this email or make a report to the proper regulatory agency. I feel that your organization did not do more to hold the representatives accountable who told me he made the change. If he had told me he couldn't make the payment method change, I could have gone to the bank at that moment and transferred the necessary cash. This guy not only deceived me, but also your company by telling me he did something he didn't and couldn't do and documenting in your system that the call dropped to indicate that we did not have the conversation of him making my request of changing the payment method. 4. I indicated to the escalation manager that I would be reporting this encounter to the proper regulatory agency and I will do that so they can determine if the proper procedures were followed and to make sure the person I spoke with is held accountable for not making the change he said he would or giving me the correct info so I would take the proper action of depositing money before an overdraft action was taken. This may not help my situation, but it may help someone else and make higher, responsible management aware of how their policies are affecting customers. Who knows how much this happens and is not reported ; I know I really don't have the time to do this, but I've been compelled to do so because I'm still suspicious of the first individual that I spoke with may have my account information. Because his notes did not reflect what happened in our conversation according to escalation manager, XXXX XXXX I not at all confident that he did not record my account info making me susceptible to identity theft. Your investigation into this matter and holding this agent responsible is beyond greatly appreciated.
Company Response:
State: TX
Zip: 77584
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As of XX/XX/XXXX, Here is the summary of my complaint against PHH Mortgage : I called PHH Mortgage early XXXX ( I think XX/XX/XXXX ) Forbearance requested due to financial hardship and approved for 3 months ( XXXX - XXXX ). I told them that my husband owns his own company and had been sick and in and out of the hospital. This affected a loss in business and we were struggling with paying our bills. When I called the first of XXXX to confirm that the forbearance ended on XXXX XXXX, XXXX, the PHH rep said that it actually ends at the end of XXXX. He said that my first payment back would be in XXXX. That payment is a little over {$2100.00} ( a new payment for XXXX due to escrow shortage ). He said that I would need to call to make that payment over the phone and after that I can set up the draft again. I had requested that the 4 missed payments be placed at the end of the life of the loan. PHH rep said it was approved. He asked me if I had received a letter on that and I said no. He said I could call PHH back to give a verbal yes to the agreement or we could discuss on the phone right then. I decided to take care of at that moment on the phone. The PHH rep explained the agreement and I gave verbal consent. I confirmed that our monthly payment had not changed. At the beginning of XXXX, I called PHH to make payment for XXXX. Now the PHH rep told that because the forbearance is not due to COVID then it would not be put at the life of the loan. All the recorded phone calls and call notes reflect that I stated reason for forbearance was due to financial hardship. PHH granted the approval for 4 month forbearance and the way the missed payments would be handled. I called PHH on XX/XX/XXXX and spoke with a supervisor named XXXX ID : XXXX, to escalate the call to research dept. since my payment is due XX/XX/XXXX. The supervisor read through the past call notes on my account and agreed that PHH needed to honor the placement of putting the 4 mortgage payments during the forbearance to the end of the life of the loan and that everything I had told him he saw in the call notes. I called PHH on XX/XX/XXXX to get update on account. Now the PHH rep transferred to an escalation manager who then transferred me to the Resolution Dept. This PHH rep in the resolution dept said that I had been approved for mortgage assistance of {$1000.00} to pay for the next six months starting XXXX and that I would not need to pay anything in XXXX. The rep said that this would get me back on track. However, I would place me further behind on my mortgage. I told the PHH rep that the PHH rep asked me if I wanted someone to look at our acct to see if our monthly payment could be lower and I said sure. I declined the mortgage assistance immediately on the call with the resolution dept rep. I asked if I could make my regular XXXX payment. He said no. I could make a payment but it would be applied to XXXX forbearance payment and I would still need to pay the other payments. The PHH rep asked to schedule an appmt with a relationship manager. He scheduled it for the next day, XX/XX/XXXX, at XXXX XXXX. On XX/XX/XXXX, I did not receive a call at XXXX XXXX. When I called PHH at XXXX XXXX. They said that the call notes said they attempted call. They had called my husband 's cell in error instead of my cell number. Unfortunately, my husband did not receive a call or even missed a call at that time or anytime that day from PHH. By request, I was transferred to a supervisor. I was connected to XXXX whom I had spoken to before. He reviewed the call notes. He said that my case was still being reviewed in research dept. On XX/XX/XXXX, my husband receives a call from PHH and passes the phone to me. We just happened to both be working from home that morning. The PHH mortgage rep was calling to confirm that I wanted to cancel the mortgage assistance plan. I had already been told back on XX/XX/XXXX that it was immediately cancelled when I spoke with the PHH rep in the resolution dept. On XX/XX/XXXX, I called back to set up an appointment with a relationship manager. I learned from PHH that the relationship manager could not help me but just listen and take notes. So no appointment made since they could not help me. I explained to the PHH rep that my monthly mortgage payment is due this XXXX XX/XX/XXXX. I do not want to have me and my husband 's credit negatively affected by this. The PHH rep said that they do not report to the end of the month. This was not reassuring. The PHH rep also said that our case was still under review in research dept and wait til tommorrow. The PHH rep said that the research dept would mail me a letter on the decision but a decision was already made back in XXXX. This is chaotic and extremely stressful and it is hard to trust what the company says verbally and in writing because they change it at any given time. Please review account. All previous paperwork, call notes and recorded calls all match but now PHH wants to change it. I have been bounced around from customer service to escalation dept to resolutions dept. The delay in researching this will affect my credit report in the XXXX payment not made in time. I have also emailed the research dept. Every time I call PHH Mortgage, I am not able to speak with the same person and no one can assist. This is not a good example of relationship banking. We have had no other previous issues with this company until now. My family and I are grateful we are able to get back on track and pay our mortgage. I just want to pay the XXXX payment. By the way, I received a letter in the mail on XX/XX/XXXX telling me that my mortgage payment would increase a few dollars due to a another shortage in my escrow. ( We had already received a letter notification in XXXX about an escrow shortage that would give our mortgage increase of about {$40.00} for next 6 months from {$2000.00} payment to a little over {$2100.00}. Nothing is lining up with the conversations on the phone verbally and the written communication from PHH. I would like for PHH to honor what they initially approved. I would like to report these issues to higher leadership within PHH but again the communication is horrible in trying to reach someone at PHH for assistance. I have exhausted all measures to successfully resolve this on my own. I appreciate your immediate attention. Thank you.
Company Response:
State: AL
Zip: 35244
Submitted Via: Web
Date Sent: 2023-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In the beginning of the XXXX lock down my husband and I lost our employment and we could not pay our mortgage. We called PHH our loan servicing company XXXX XXXX XXXX is the investor on our mortgage and holds our mortgage ) we were advised by PHH that our investor participates with forbearance and we were able to use that option. We were told to call them as soon as we were ready to resume payments. We have called PHH in XXXX and told them that we were able to resume payments. And wanted to start making payments. We were not given an option to resume monthly payments we were denied modifications after modification as well the deferment was denied. We were told that the investor ( XXXX XXXX XXXX has denied our modifications. It's been over yr. Now and we are getting letters that we are in danger of losing our house. We have 90 days to cure our XXXX balance otherwise we are facing foreclosure. We were not given any solution and help. We do not want to lose our house! Please help
Company Response:
State: PA
Zip: 17078
Submitted Via: Web
Date Sent: 2023-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying for over 1 year to get PHH mortgage to work with me to prove my loan to value should not have PMI. I have followed all of their steps to do this. I have offered to pay for my own appraisal and they would not allow me. I have paid their fees. I sent a payment of {$150.00} that they required from the form they sent me. It was one of the steps. They sent me a paper telling me prices have gone up and I needed to send {$40.00} more. so I did. Both of these checks have cleared the bank. I have the receipts. I have called them many times. They recently moved my case to their escalation division. The lady that was now in charge of my case is named XXXX XXXX ( XXXX ) she said I would have direct access to her. She set a appt for Tuesday XX/XX/XXXX from XXXX so we could schedule a appraisal. She promised that if she couldn't get hold of me a email would be sent. Neither happened. I tried to call the following day and couldn't get through. I left a message and still nothing. I have had it with PHH mortgage. I need help, I wish I could move my mortgage to a different company. My home is valued at $ XXXX and that is what I pay taxes on. The balance of my mortgage is $ XXXX I should not be required to have PMI.
Company Response:
State: UT
Zip: 84005
Submitted Via: Web
Date Sent: 2023-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A