Date Received: 2024-01-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I contacted PHH Mortgage in XXXX of XXXX to be placed on a XXXX XXXX for 6 months which they did. I called back in XXXX to make my first monthly payment. The payment amount was incorrect ( over $ XXXX ) because the PHH escrow analysis was incorrect. They had placed me on force placed insurance which was a mistake made by PHH and they required me to make the incorrect monthly payment. I expressed to them I did not want to pay more then I was due but they informed me this wasn't an option. The customer rep then decided to place me on a 3 month Forbearance while they did another escrow analysis. My new payment date was scheduled for XX/XX/XXXX. PHH reported me to the credit bureau 's on XX/XX/XXXX for not making a payment. This has impacted my credit score by XXXX points. I called PHH in XX/XX/XXXX to inform them of the mistake and asked that they correct the mistake with the bureau 's. PHH said they would open a work order and get the issue resolved. I called back on XX/XX/XXXX and said work order was closed and the issue was my problem because I had not made a payment!!!
Company Response:
State: TX
Zip: 75230
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: We had the house for sale. We needed a solid dollar amount & had to request a payoff statement. To my surprise it was XXXX dollars more than listed on the payment statement for XXXX. That was good for 30 days. However, there was verbiage in that statement the attorneys & bank questioned. It related to additional charges that may be added. That statement did list charges which would be due. The attorney requested in writing that once funds were received the mortgage would be released & the lawsuit dismissed. The first date the payoff statement was good through was XX/XX/XXXX. Had they given us what we needed we could have closed before then. As a result, I had to request another payoff statement which added yet another XXXX dollars. That quote was good through XX/XX/XXXX. Once again, they would not give us that written statement and the date we could have closed has again passed. Our realtor has communicated with both attorneys as well and I have placed calls and emails to PHH all to no avail.
Company Response:
State: IA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: This is a complaint filed by PHH Mortgage about the escrow and cancellation. They don't have a standard procedure and keep asking us to contact them again and again. The first issue was the mortgage company holding overpaid money without refunding us, even now. Back on XX/XX/2023, we received the property tax bill from the town office. At the time, as new homeowners, we weren't sure if we needed to pay the tax by ourselves or if PHH would pay because of the escrow, so we paid the tax to the town and later realized PHH paid as well. We contacted PHH on XX/XX/XXXX about the issue and asked them to return our money, and on XX/XX/XXXX, we contacted them again by email, but nobody responded. On XX/XX/XXXX, we called them, and they needed 5 days of investigation. They still haven't refunded us the amount of XXXX USD. The second issue was about canceling the escrow. On XX/XX/2023, we requested to cancel the escrow. On XX/XX/2023, they confirmed the request was received, will be completed in XXXX business days, and will send the results to us. On XX/XX/XXXX, we did not hear anything so called again. The agent mentioned that on XX/XX/XXXX, the mail was sent out, but the request was denied. The agent asked us to contact the escrow department directly, and the agent we contacted was unable to tell us the reason. On XX/XX/XXXX, the same day, we sent an email to the escrow team and also called, no response either. On XX/XX/XXXX, we called again and were told to contact again in XXXX to request again. They don't know when they will submit the tax in XXXX, so they didn't accept the cancellation and asked us to call again in XXXX. We feel they keep postponing/ not facing our request directly so they could use our money, and we request immediate escrow cancellation.
Company Response:
State: MA
Zip: 014XX
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: This is the second time that I purchased a home and had PHH mortgage as the servicer. The first time I ended up ( forced ) refinance just to leave them for fees that were inaccurate. I am a XXXX XXXX, and my taxes are {$0.00}. so, my escrow should only consist of my insurance which is {$3300.00} annually. I had an annual trash bill if {$580.00} which is not a part of my escrow that they are trying to add to my escrow. My principle payment is {$750.00} and my interest payment is {$1600.00}. They sent me a new payment amount of {$2700.00} which is exceeding what my monthly payment should be including a one twelfth of the insurance escrow. They also paid out XXXX insurance payments from my escrow for 2023 stating that they had to acquire insurance on the property. 1 ) no one ever notified me that the insurance was dropped at the time it was allegedly dropped. 2 ) As soon as I was notified that the insurance was dropped, I acquired insurance. 3 ) PHH never provided proof that they obtain coverage when they weren't even notified for months either. They just tried to bill me from the date that they were told the insurance was dropped. They can not LEGALLY charge me for a service in retro that they never acquired. How can they charge me for retro insurance when they didn't even know that the insurance had dropped either. The insurance company didn't notify either of us. My previous mortgage they tried to increase my monthly payment stating that the escrow was increasing. I contacted my insurance company who informed me that it wasn't, and my insurance had dropped to {$0.00}. I asked them how they came up with this number and after months of back and forth they issued me a refund of my escrow tax and dropped the payment down. I didn't trust their tactics, so I refinanced to get away from them. I purchased another home and ended up with them as my servicer and here we go again. I should be getting a refund of the tax escrow that I have paid for the 2023 year when in fact my tax bill is {$0.00}, but now they come up with this retro insurance scam. I will probably have to refinance at a higher rate just to get away from them which is unfair. This is ridiculous and no one should have to go through this. When you call you get people from other countries who don't speak English well and spend the phone conversation just saying, " I apologize '' and doing nothing. The last time this happened with the previous loan, they took almost 6 moths to issue my refund and correct my payment amount. In the meantime, they are receiving interest on my monies that I can't access.
Company Response:
State: FL
Zip: 33511
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: XXXX XXXX initially under XXXX forbearance and I wanted to resume payments in XX/XX/XXXX. I thought they would be working in XXXX XXXX to support XXXX in the process of getting back on XXXX XXXX. XXXX XXXX wrong. XXXX XXXX given the run around for over XXXX years. They would asked for XXXX than say they didn't receive it. Even though I sent the information via XXXX and I have proof that it was sent. Fast forward in early XXXX, I finally had a notification that I had a complete package. Which was soon after XXXX a modification because they said that I had XXXX XXXX modification in the past ( XXXX only had XXXX, and that was XXXX year ago ). This limited XXXX optionsXXXX XXXX asked them for clarification about how many modification is considered XXXX XXXX They wrote XXXX back that it was an error, and that I didn't have XXXX XXXX modification. That they would take a look at my request XXXX more. I was denied XXXX after stating that they didn't receive a signed profit loss statement from an XXXX. For the past XXXX years XXXX XXXX sending a profit loss statement and never had it signed by an XXXX and never even was asked to do so. They denied XXXX before they gave XXXX a chance to get what they were asking for. At that point, XXXX XXXX ready to move forward apply for the modification and get them the information they were asking for at which point they told XXXX that the guideline changed as of XX/XX/XXXX and that they would not be able to review a modification XXXX for XXXX until XXXX XXXX is no longer XXXX. How can I get XXXX XXXX no longer delinquent when the arrears are so XXXX, because for over XXXX years I have been in the back and forth with the bank/servicer and with no resolve. I am a hardworking XXXX payer and all I want to do it pay XXXX XXXX and take care of XXXX XXXX Please XXXX XXXX
Company Response:
State: NY
Zip: 11590
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: It is bewildering to note that while other credit bureaus have diligently conducted their investigations and corrected the inaccuracies on my credit report, your bureau seems to be lagging behind. The disparity in reporting among credit bureaus has created confusion and frustration, as I am left to grapple with inconsistent and erroneous information that is negatively impacting my credit standing. I was the victim and Im not sure why the CRA is not complying with the law. The other bureaus have followed suit. Im very confused why this one seems to ignore my requests. I insist that your bureau immediately rectify the reporting of late payment dates to accurately reflect the status of the accounts. Other bureaus have successfully acknowledged and corrected their errors, and it is imperative that your bureau follows suit to ensure fair and accurate reporting. The presence of conflicting information on my credit report, particularly regarding late payment dates, is not only misleading but also damaging to my financial reputation. I demand a swift and thorough investigation into this matter, with the immediate removal of the inaccuracies and the updating of late payment dates to accurately reflect the current status of the accounts. PHH MORT SVC XXXX -PLEASE UPDATE!!! I am requesting that the late payment markings be updated to reflect my accurate payment history. I understand that errors can occur in the investigation process, but it is essential that your bureau takes immediate action to correct these discrepancies in compliance with the Fair Credit Reporting Act ( FCRA ). I insist on receiving written confirmation of the resolution and the updated credit report without any further delay.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: On XX/XX/ Ocwen Loan Servicing added {$12000.00} as a deferred principal from a Loan Modification. They were sued in Class Action Law Suit for taking advantage of consumers like myself. Is there anything you can do to help me in this situtation? Any assistance in this matter will be greatly appreciated. Thank You in Advance. Respectfully, XXXX XXXX XXXX
Company Response:
State: PA
Zip: 19143
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: XX/XX/XXXX my daughter noticed that my mortgage payment was extremely high ( {$1300.00} ). After investigating she came to the conclusion, that my homeowners insurance company ( XXXX XXXX ) had been steadily increasing my yearly premium. Basically, price gouging for no apparent reason. This was in turn caused me to have a Escrow Shortage with PHHXXXX XXXX XXXX. This also, prompted my daughter to contact XXXX XXXX request a refund, cancel the policy and replace it with another company. She decided to bundle our car insurance and homeowners together, it is paid out of our joint account so this way we can be assured that this new company wont increase the yearly renewal without us being made aware ahead of time. On XXXX XXXX, XXXX, I spoke with XXXX ( ID # XXXX ) to make PHH Mortgage/XXXX XXXX aware of the Homeowners Insurance change and upload the necessary supporting documents. I inquired about the escrow shortage amount, I also was informed that an escrow account was NOT required on my account and after paying the shortage I should submit an " Escrow Removal Request Form '' to close escrow. On XXXX XXXX, XXXX, I paid {$2600.00} towards the Escrow Shortage. On XXXX XXXX, XXXX I paid {$1300.00} to PHH/XXXX XXXX. the new mortgage payment amount. The breakdown would be ( per PHH/XXXX XXXX ) {$560.00} towards principal and interest & {$810.00} to the escrow account. ( {$1300.00} ) Out of the amount of {$810.00} : {$670.00} was paid to the my County for the FINAL payment of my XXXX Real Estate Taxes. This left a positive balance of {$150.00} left in escrow. Having paid all of the required payments and cured the escrow shortage to a positive balance of {$150.00}, I submitted the an Escrow Removal Request Form and requested a Mortgage Payment Analysis ( I'm on a Fixed income and the payment is too high, especially since {$810.00} will be sitting in an open escrow account for up 6 months. and may daughter and I are paying Taxes and Insurance out of our joint checking account on a monthly basis ) ( XXXX XXXX XXXXXXXX ) Since submitting the Escrow Removal Request Form and Mortgage Payment Analysis I have received 3 Denial Letters from PHH/XXXX XXXX saying that they can not Close the Escrow Account or do a new Mortgage Analysis. Now the reason is being used that the Loan-To-Value ( LTV ) is greater that 80 %. The amount owed on my mortgage is {$110000.00}. Printed on EACH of PHH/XXXXXXXX XXXX statements at the top my Average Home Value started at : {$220000.00} on XXXX XXXX, XXXX {$210000.00} on XXXX XXXX, XXXX {$210000.00} on XXXX XXXX, XXXX NONE of these amounts were changed until I submitted the Escrow Removal Request Form. This company is deceptive and disorganized! I am being discriminated against because of my race, XXXX & familial status ( Widow ) and because I'm on a fixed income. This is a Violation of the Virginia Fair Housing Law 36-96.1.1. Even using the County Assessment value of my home at {$150000.00} I am still NOT at an 80 % Loan to Value. I've called PHH/XXXX XXXX and spoken with several " SO CALLED '' Escalation Managers : XXXX ( XXXX ), XXXX ( XXXX ), XXXX ( XXXX ) and they are absolutely NO HELP at all. They will NOT let me speak what the Escrow Team Directly and I've sent over supporting documents and I CAN NOT get any type of resolution at all. My late Husband and I promised each other that we would leave this house to our grandchildren and PHH/XXXX XXXX is making it so difficult to close the escrow so I can focus on paying our home off. I feel that I am stuck with them! I have recently found out that my Mortgage is not listed on my credit report, which in turn makes it difficult for me to Refinance my loan with another company. Is so unfortunate that a XXXX year old widow on a fixed income should have to go thru this and have my house in jeopardy over something so simple. I call and continually get the run around and they keep changing the rules. I have attached ALL SUPPORTING Documents pertaining to this matter. I hope to get a resolution. Thank you for your time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I called the phone number for Relationship Manager XXXX XXXX XXXX ( XXXX ) onXX/XX/XXXX at XXXX XXXX XXXX to discuss the Early Intervention - Borrower Assistance letter dated XX/XX/2023 received by me. 1. I informed her the link for instructions to complete a requested Mortgage Assistance Application ( " MAA '' ) to assess assistance options was not working ( XXXX ) and came back " Page Not Found ''. 2. I informed her that I was unable to search for mortgage assistance using the Assistance Locator tool ( XXXX XXXX XXXX ). 3. I informed her I was unable to start the MAA online for the above which appears to need me to register to submit online. 4. I informed her I was able to print a copy of the MAA. 5. She told me she would check the website. 6. She informed me she could mail me an application. I reminded her I was able to download a copy. 7. She informed me I was delinquent and asked why I could not pay. 8. I explained a tenant moved out, the house is uninhabitable, and I am unable to pay. 9. I told her the reason for my reaching out was to inform them I have a buyer for the property and sale is set to close soon. 10. I asked whether she checked the website link like she said she would. 11. She told me that since I can not access the website, she will have to mail an application. I again reminded her I have a copy but need assistance registering. 12. I asked again if she checked the website link. 13. She informed me it " may '' be down and that she will mail an application. 14. I stated either you did or you did not check the website link and asked did you check? 15. She stated the website is down. 16. I informed her that would have been nice to know when she checked rather than tell me I did not have access to the website and continually telling me she will mail me one. 17. I asked for her to repeat her name or ID # provided at the outset of the call. She hung up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: For more than 18 years, the mortgage payment was done directly from my bank for the amount of $ XXXX. It looks PHH took out {$1000.00} from one of the auto payment and applied it to buy insurance, when I investigated why there was a need to buy insurance because I do have insurance from XXXX? and no one was able to answer, I called XXXX and I got a confirmation that for all insurances ( Car, mortgage, property ) are paid on time. PHH did not use the best accounting practice, the payment must be applied to the monthly mortgage as it was sent from my bank, but by taking out {$1000.00} from the monthly payment, it made {$3000.00} sitting in suspended state and made the reminder amount {$3000.00} insufficient to be applied to monthly payment thus making the account late pulse incurring penalty.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90008
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A