Date Received: 2023-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was asked to provide a escrow cushion on my escrow account. Its not a new loan and I'm current on payment and not behind with property tax or insurance. I have been making payments and my loan was recalculated for increased property tax in XXXX of this year and now its increasing again for a cushion that I did not agree to or was told that after a year of payment I would have to give them a " loan '' called a cushion. I tried to say no but was told I have to pay them. The loan company is PPH LOAN SERVICES.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company tried to get me to change my deductible on my XXXX hazard insurance policy to meet their policies and threatened to put their own additional insurance on my property at a cost to me. I emailed them, as I had already had this issue with them in XX/XX/2021 and had to go to the CFPB to get it stopped and resolved but they are sending me a letter again and when I called it out to them that it was resolved came back and said it was not an error. So I just sent another email explaining the same thing. One, they purchased the loan with this deductible and if it did not meet their requirements they should have not purchased the loan. Two, the company paid a water claim on the property prior to my purchase so required a higher deductible. Three, I have a multi-policy discount so it would cost me more money to go with another company. If they purchase this loan with this deductible, then I should not be forced to pay more money or have an additional coverage forced on me at my cost. I have not changed any terms of my loan since inception so there would be no change in these terms either.
Company Response:
State: CA
Zip: 92058
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I paid off my mortgage last year. XXXX had no problem with that. However, in XXXX of XXXX, I came down with a severe case of the XXXX XXXX virus. It last weeks. I was out of work, isolated and almost lost my life. Needless to say, i fell behind on bills. When i was finally able to return to work, my first order of business was to take care of my late mortgage payments. However, when i returned to work, due to COVID, my company cut my pay 20 %. I was behind and making less and i STILL caught up and paid off my mortgage. Now, those same late payments, in spite of my physical and financial hardship are keeping me from getting another mortgage and me and my family are in a state of flux. I am not asking for a hand out, i have already made sure XXXX was taken care of, i am asking for mercy. XXXX wrote me back and pretty told me to go XXXX myself with a standard letter that i will attach. If i could get any of those late payments removed, i will not be stranded in my current situation. I am begging for mercy and XXXX does not care because they got their money. I lost a TON during COVID and i had a ton of issues making payments but XXXX got theirs. They are UNWILLING to work with me. If they could just remove the late payments from XXXX, any of them, i would be so grateful, words do not describe.
Company Response:
State: TX
Zip: 76133
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I have a reverse mortgage with a company. XXXX of XXXX they sent me a letter telling me I had not paid my home owners insurance bill, which was a false statement. At the bottom of the non-payment notice, it stated " This communication is from a debt collector ''. I let it go, because I knew I made the payment to the insurance company. In XX/XX/XXXX I received another non-payment notice dated XX/XX/XXXX stating I had not paid my XXXX XXXX property taxes. This was another false claim as I paid my property taxes on time. At the bottom of the notice was the same statement " This communication is from a debt collector '' as was the notice I had received about my home insurance non-payment. On XX/XX/XXXX, I faxed the mortage company requesting the name, address and phone number of the debt collector company along with the reports the debt collector company sent to the mortgage company for both the home insurance non-payment claim and the property tax non-payment claim. I told the mortgage company that these false claims by a debt collector would possibly affect my credit rating and possibly go on my credit reports. I received a response from the mortage company dated XX/XX/XXXX they were not able to provide the requested document because " The production of the same is burdensome ''. What I need from the mortgage company is ( 1 ) the name, address and phone number of the debt collector company that sent them the false information and ( 2 ) all communications, reports the debt collector sent the mortage company ( 3 ) all communications the mortage company sent the debt collector. I need this information so I can review the information and possibly bring action agains the debt collector and possibly the mortgage company.
Company Response:
State: CA
Zip: 960XX
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This letter is to make PHH aware that it has committed multiple errors that have caused me damages and injuries. PHH refuses to acknowledge me as a successor in interest. There is no dispute that my late husband passed away on XX/XX/XXXX. I have sent multiple communications making PHH aware of this. XXXX XXXX sent a letter as well. I have been injured for no less than {$150.00} as of right now. XXXX XXXX sent the letter on XX/XX/XXXX making you aware that I am the successor in interest. I have attached the death certificate, my drivers license, the deed showing I own the property.
Company Response:
State: FL
Zip: 33417
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH automatically enrolled me into a COVID Forbearance plan in XXXX even though i made all of my payments from my savings. I called and let PHH know that even though COVID was impacting my ability to earn income that i had enough savings to continue to make my payments. PHH incorrectly applied some payments in XXXX and then decided to defer {$3900.00} to a non-interest bearing balance on XX/XX/XXXX. I scheduled a call for XX/XX/XXXX with my PHH Relationship Manager, XXXX XXXX, so i could understand the adjustments they made to my account. The relationship manager never called. I called the next day to find out why i didn't receive a call. I was told that in the mortgage servicer 's system the relationship manager noted that he had made a phone call even though they didn't. I verified that they had my correct phone number. In XXXX I made all of my payments from my savings. In XXXX i started to experience a prolonged hardship due to COVID. I contacted PHH and asked for a forbearance. They granted me a forbearance for XX/XX/XXXX- XX/XX/XXXX. In XXXX i also applied for the California Mortgage Relief and they were able to pay PHH {$17000.00} for the months of XX/XX/XXXX- XX/XX/XXXX. I scheduled a call for XX/XX/XXXX with my PHH Relationship Manager, XXXX XXXX, so i verify that PHH had received funds from the California Mortgage Relief and they were applied to my account. The relationship manager never called. I called the next day to find out why i didn't receive a call. I was told that in the mortgage servicer 's system the relationship manager noted that he had made a phone call even though they didn't. I verified that they had my correct phone number. I was able to make the payments in XX/XX/XXXX- XX/XX/XXXX. In XX/XX/XXXX i continued to experience a hardship and contacted PHH to request another Forbearance. On XX/XX/XXXX i spoke with XXXX XXXX and was told that i am under a modification plan that is under review. I was told that there would be no negative impact to my credit or credit score. On XX/XX/XXXX i spoke with XXXX XXXX and i was told that i was on a Forbearance plan from XX/XX/XXXX- XX/XX/XXXX. I recently checked my credit score from XXXX, XXXX XXXX XXXX and PHH is negatively reporting that i am in default and it is effecting my credit score which is impacting my ability to gain employment since employers routinely check credit scores of job applicants. Additionally, PHH reported that i was in a Forbearance for the years of XXXX, XXXX and XXXX. I was told that under the CARES act that there wouldn't be any negative credit reporting. Reporting a Forbearance is a negative statement to my credit report. My loan in a XXXX XXXX loan and their guidelines allow a 12 month forbearance that can be extended to 18 months if there was a Forbearance on the account before XX/XX/XXXX. I qualify under PHH investor XXXX XXXX guidelines to have a Forbearance for up to 18 months. XXXX XXXX Bulletin XXXX, issued XX/XX/XXXX, provided notice to mortgage servicers that they are to comply with forbearance requests. Also, i was recently contacted by the California Mortgage Relief and was told that they have additional funding for accounts that have missed 2 payments before XX/XX/XXXX. I meet these qualifications and have applied for additional funding based on these new guidelines. I have told you the complete history of what has happened to let you understand that i don't have confidence that PHH will communicate with me using their Relationship Manager as they are required to under federal lending laws.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX and my current mortgage is with PHH mortgage XXXX ( Loan # XXXX ) service by XXXX for my home at XXXX XXXX XXXX XXXX XXXX, FL XXXX I made a payment of {$2000.00} on XXXX2023, the amount due was {$920.00} with the excess of {$1000.00} to be applied to principal balance ( prior to this, any additional amount from the monthly due was applied to the principal with no issues ). On this instance, the excess amount was applied to the payment for the month of XXXX in the amount of {$920.00} and the remainder of {$140.00} going to the principal. I contacted them on XXXX occasion ( XXXX-23, XXXX-23 and XXXX-23 ) to rectify the issue and clarify the policy which indicate that any extra payment after the due amount will be applied to the principal balance, they confirmed the policy and indicated that the issue should be resolved within XXXX business days, XXXX-23 the issue remains unresolved.
Company Response:
State: FL
Zip: 33594
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: MY LOAN WAS ORGINALLY WITH XXXX WHEN I FIRST PURCHASED IT BACK IN XXXX IT WAS EVENTUALLY SOLD TO OCWEN AND I HAVE HAD NOTHING BUT PROBLEMS SINCE WITH MY MORTGAGE. AS SOON AS OCWEN GOT MY MORTGAGE THEY CLAIMED I OWED THEM SEVERAL XXXX OF DOLLARS IN WHICH IT WAS IMPOSSIBLE BECAUSE I HAVE ALWAYS PAID MORE THAN I WAS REQUIRED TO AND I PAID ON TIME. HERE WE ARE AT ALMOST TWENTY YEARS LATER OCWEN/PHH IS STILL MAKING FALSE CLAIMS IVE HAD TO HIRE SEVERAL ATTORNEYS NONE HAS HELPED I WATCHED XXXX XXXX TAKE DEPOSITION ON A REP FOR PHH AND THE REP COULD NOT EXPLAIN WHAT HAPPENED TO THE MONIES I SENT THEM BECAUSE IT WASNT APPLIED AS I INSTRUCTED PHH TO AS IF IT JUST DISAPPEARED INTO THIN AIR. OCWEN/PHH ARE PREDATORS AND HAVE TAKEN ADVANTAGE OF ME THIS IM SURE OF I HAVE NEVER MISS THREE PAYMENTS TO BE IN DEFAULT. OCWEN/PHH HAS FORCED ME INTO ABOUT FOUR DIFFERENT MODIFICATIONS THEY HAVE ALSO ADDED XXXX XXXX DOLLARS TO A MODIFICATION I WAS NEVER MADE AWARE OF PLEASE HELP ME. I HAVE TRIED EVERY AVENUE TO GET THIS ISSUE RESOLVED. I KNOW I HAVE PAID FOR THIS HOUSE TWO TIMES OVER, I WOULD BE SATISFIED IT THEY JUST SEND ME MY DEEDS TO THIS HOME BECAUSE THEY DEFINITELY HAVE PREYED UPON ME FOR YEARS. I APPRECIATE YOUR TIME AND EFFORTS THANKS IN ADVANCE.
Company Response:
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX and I am seeking the assistance of The Consumer Financial Protection Bureau in addressing the unfair and unethical financial practices, as well as possible discriminatory patterns of behavior displayed by Wells Fargo Bank and its associates. These practices have resulted in my house being sold in foreclosure after a long, expensive, and exhausting legal battle ( See CASE NO. XXXX ). This complaint concerns my house at XXXX XXXX XXXX CT, XXXX XXXX, Florida XXXX which was financed by a mortgage from Wells Fargo Bank. On XX/XX/XXXX, Wells Fargo acquired my house in foreclosure sale, by internal purchase, for {$470000.00}. This was done without any consideration being given to any of the short sale offers that were made. This includes a final offer of {$530000.00} by a pre approved buyer. I was baffled that the bank would reject an offer that was almost {$5300.00} more than the internal purchase amount. This behavior is but a symptom of my ongoing challenges over several years, with Wells Fargo in my desperate efforts to save my house. Every initiative has been rejected by Wells Fargo, its attorneys, loan servicers and its Trusts. In XXXX an application was made for a modification of the terms of my original mortgage and after a two year trial period, in XXXX, Wells Fargo agreed to the mortgage modification. The documents outlining the details of the proposed fee structure, payment amount as well as due dates of payments was received from its servicer, XXXX Mortgage XXXX XXXX. This document was duly signed by me and was notarized and returned to XXXX Mortgage XXXX and I began making payments as per the outlined schedule in XX/XX/XXXX. After making monthly payments on this modification plan for almost a year, in XX/XX/XXXX, I was surprised when the payments were returned, and all further payments were refused. No explanation was provided by Wells Fargo and payments previously made on the plan were kept by the bank or loan servicer. Upon investigation, it was discovered that my account was repeatedly sold to other mortgage servicers, to the point where the account could no longer be traced to a particular servicer. In addition, a request for my payment history from the servicer showed that, not only were payments made on the modification plan not applied to my loan, but it was unclear if payments made since the inception of the mortgages had been applied. I am therefore unsure if any of my payments were applied to my mortgage payment. Since then, I have made numerous applications for an updated modification plan, since the first one was unilaterally dismissed, representing a breach of contract. These applications were rejected on the premise that modifications were not done by Wells Fargo. I was not offered back my initial modification plan either. This situation began a protracted legal case to try to get matters resolved through the court. In XX/XX/XXXX I was invited by Wells Fargo current loan servicer XXXX ( I moved from XXXX to XXXX and now XXXX ) to again apply for a modification. Despite their invitation and my timely response, my application was again denied on the basis that my application was too close to the foreclosure sale date of XX/XX/XXXX. In XXXX, XXXX, I retained the service of a bankruptcy attorney who advised filing for bankruptcy, thereby affording the mortgage company additional time to process the modification. My bankruptcy attorney developed a schedule and I began paying towards my mortgage modification plan in XX/XX/XXXX. My case was called up to be heard in the Magistrates court in XXXX and XX/XX/XXXX, respectively. At which, both plaintiff and respondent were expected to be in attendance. Neither Wells Fargo nor the Mortgage servicer were present when the ruling was made to accept the bankruptcy plan and no objections were proffered by any of their legal representatives at that time and the plan and payments continued to be made on the loan modification through bankruptcy. Subsequent to that decision by the court, Wells Fargo filed an objection to the payment amount saying it was too low. My bankruptcy lawyer, in an effort to expedite the matter, revised the payment amount upward, in keeping with the request from Wells Fargo. This revised payment was scheduled to begin in XX/XX/XXXX. To my utter dismay and disbelief, I was informed in XX/XX/XXXX that Wells Fargo would no longer be honoring the bankruptcy plan. A second breach of contract! Wells Fargo had, without any notification, again transferred my mortgage to an unnamed Trust that apparently did not undertake modifications of mortgages. This action by Wells Fargo could be seen as not only unethical and underhanded but even malicious. Surely this was a breach of every ethical principle and code of conduct of financial institutions. Wells Fargo then went on to insist that a short sale be done. While this was being done, I was again invited to apply for a modification plan with Wells Fargo in XX/XX/XXXX. Wells Fargo and its Trust were however concurrently actively petitioning the courts to pursue a foreclosure sale. It is my opinion that Wells Fargo has acted in a most duplicitous manner and has sought to undermine every attempt to retain my home. It is my belief that I have made every effort to regularize my accounts and honor my commitments. However, Wells Fargo and its partners have sought to block my every attempt. Wells Fargo has released a statement saying that they are committed to supporting customers and communities through their home-lending business. Why have they not extended that commitment to me? Wells Fargo also disclosed that a software glitch caused the bank to deny loan modifications to some struggling buyers who would have qualified, leading it to foreclose on hundreds of them. I suspect that I too was a hapless victim of this software glitch. This needs justice. I also believe I have been racially profiled and discriminated against by Wells Fargo. Regrettably, I am not the only minority/black as the article below shows that Wells Fargo has rejected 50 % of XXXX XXXX XXXX It is a travesty! XXXX XXXX XXXXXXXX # XXXX I do not know who has oversight of these financial institutions but I believe they should be brought before a regulatory body to prevent them from actions like these. I would like to see Wells Fargo return my house to me as well as reinstate the original modification plan to which they agreed to and allow me to continue my payments. As a XXXX for 40 years, who risked life and health to care for those in need. I would like to be treated fairly and with respect. I am asking for equity ; not handouts. I would be grateful for your assistance and advice as I face this uphill battle. XXXX XXXX
Company Response:
State: FL
Zip: 33028
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-18
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: PHH Mortgage is not reporting my mortgage to credit bureaus. My credit report shows no mortgage loan. I have contacted them about this and no results..
Company Response:
State: GA
Zip: 30223
Submitted Via: Web
Date Sent: 2023-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A