Date Received: 2023-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern. I want to make a formal complaint on XXXX XXXX, PHH, XXXX, and XXXX We purchased our home back in XXXX for {$250000.00} through XXXX XXXX XXXX and XXXX XXXX. We paid out of pocket {$25000.00} and took a mortgage loan for {$220000.00} through Century 21 XXXX XXXX XXXX ). From XXXX to XXXX the mortgages companies that were holding our loan ( there were multiple companies due to the constant transformations of each lender to another XXXX XXXX, to PHH TXXXX XXXX to XXXX ( XXXX XXXX XXXX ) ) were taking advantage of us financially by charging us unexplainable fees, and instead of our principal reducing the principal was increasing over the years. We reached out to everyone we knew in hopes that someone could help us. Every phone call would lead us to a dead end. All mortgage lawyers seemed either back logged or unable to take on new clients. We even reached out over state lines and were told we needed to get a lawyer within our state. This all began in XXXX, after a loan modification that we thought would help us in a positive way but instead it has crushed us. The reason for the modification to begin with was due to the high payment amount. The payment was lot higher than we anticipated it would bea payment of {$2300.00} a month. With a loss of income, we knew we had to get help, or we would be tight financially. In XXXX we received a letter stating that our interest rate would be a fixed rate of 2 % for the remainder of the mortgage loan and with a balance of {$190000.00} We were hoping that with fixed interest rate of 2 % the principal would start reducing. We started to realize, the principal payment was less then and the interest instead of principal being higher due to 2 % fixed rate. Our payments kept changing and the interest payment was higher than the principle for example we with a {$660.00} payment the payment was split 50 % not 2 %. When phoned to ask why no answers or explanations could ever be given. We were at a balance of {$190000.00} as of XXXX and XXXX our payoff was {$240000.00}. {$230000.00} principle Interest {$590.00}, Escrow Mortgage Ins. PMI {$1000.00} this is at a 2 % interest rate since XXXX. We paid off the loan at a higher amount then we original loaned it for after 14 years of payments. We would call the lenders questioning why the loan was increasing and were told that it was out of their hands and to contact the other lenders, and the other lenders stated that it would be investigated, and they would send us a letter with explanations, which we never received any explanations. We have asked the lenders multiple times why our PMI was not being removed we would get different answers with each phone call, such as ; the PMI would be removed in XXXX of XXXX never happen, to being told the PMI would never be removed. When we refinanced in XX/XX/XXXX, we were told that our PMI should have been removed a long time ago since the equity was 50 % of the principal. 1. Attached is the XXXX payoff statement in which you will see the payoff and how it was broken up you will see even at the payoff they charge us {$1000.00} in PMI, and they state they paid our property taxes. We received a property tax rebate which has yet to be applied to our payments or received back to us due to over payment of our property taxes. 2. Attached is the XXXX statement from XXXX to XX/XX/XXXX. ( 13 pages ) On pay 13 of 13 you will see the principal balance was {$190000.00} On page 12of 13 XX/XX/XXXX you will see that PHH increased the principle {$16000.00} from {$190.00}, XXXX principle increased to {$200000.00}. How is this possible? On page 11 of 13 you will notice that there are charges ad an unapplied payment of {$1300.00} on XX/XX/XXXX, XX/XX/XXXX another unapplied payment {$1300.00} on XX/XX/XXXX another unapplied payment {$1300.00}. During this time our mortgage interest rate was at a fixed 2 %, rate so why would my interest payment be higher than my principal payment. On page 10 of 13 you will see XX/XX/XXXX PHH increases our loan to {$40000.00} to make our loan now {$240000.00} which is more than we paid for the house which we started at {$220000.00}. Then on XX/XX/XXXX PHH decreases our mortgage {$27000.00} to make our mortgage {$210000.00} you will notice a {$5700.00} payment not being applied to any principle you will see XX/XX/XXXX payment made of {$1300.00} but not being applied to principle. On page 6 of 13 you will notice XX/XX/XXXX charges for modification of {$450.00} ( we did not modify ) on XX/XX/XXXX you will see unapplied payment of {$1500.00}, on XX/XX/XXXX a fee for {$15.00} inspection ( never got inspection? ) XX/XX/XXXX unapplied payment of {$1900.00}. XX/XX/XXXX another unapplied payment {$1900.00} XX/XX/XXXX another property insect {$15.00} On page XXXX XXXX XXXX XX/XX/XXXX unapplied payment {$1900.00}, on XX/XX/XXXX unapplied payment of {$2700.00} XX/XX/XXXX you will notice a property inspection fee {$15.00}, XX/XX/XXXX unapplied payment {$1900.00}, XX/XX/XXXX unapplied payment {$1900.00} XX/XX/XXXX unapplied payment {$2800.00} XX/XX/XXXX states new loan PHH transferred to XXXX {$200000.00}, the transfer was not our choice nor did we get notification of the transfer until it was transferred. On page 3 of 13 you will notice attorney cost payment {$1800.00} ( why an attorney? ), title cost payment $ XXXXmodification payment {$2300.00}. We did not modify or refinance. XX/XX/XXXX inspection fee {$60.00}. One page 1 of 13 you will notice that our balance on XX/XX/XXXX shows {$190000.00}. When all said and done, we feel like there was no direction to get out of this hostile mortgage company and got financially taken advantage of. If there is any direction of making this a formal complaint and what else, we need to provide to help the process let us know. Sincerely,
Company Response:
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2023-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-12
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: On XXXX XXXX PHH mortgage server as a agent for XXXX XXXX XXXX XXXX fraudulently and wrongfully foreclose on my property. These company has be deceiving me and my now decease mom into thinking that PHH mortgager was the servicer and XXXX XXXX XXXX XXXX AS TRUSTEE for the XXXX XXXX in which they hold no such title or claims to the property and I have the proof to support my claims. On XX/XX/1999 my now decease mom gave XXXX XXXX XXXX a Security Instrument ( Note ) XXXX. On XXXX XXXX the mortgage was then assigned to XXXX XXXX as Trustee for XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX. On XXXX XXXX, the mortgage was then assigned by XXXX XXXX XXXX, LP as Attorney -in-Fact for the XXXX XXXX Bank XXXX XXXX for XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX to XXXX XXXX as Trustee. All trust my be filed with the SEC which one can not be found. XXXXXXXX XXXX must prove that it has possession of both the promissory note and the mortgage and proof of chain with proper endorsement and assignment in which it has not. I have requested proof from the loan server and there respond was they PHH Mortgage was not involved in the origination and they can not comment
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2023-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter dated XX/XX/XXXX in which it stated that I may have had a lapse in coverage on my home from XX/XX/XXXX XX/XX/XXXX and my account may be charged {$4500.00} for force placed insurance. I called PHH Mortgage XX/XX/XXXX and spoke to XXXX department and I inquired as to why if there was a lapse in coverage I was not informed until XX/XX/XXXX. XXXX was that it was not noticed by Mortgage Company until XX/XX/XXXX that there was no coverage therefore, they had to place insurance on my account. So, let me get this right you notice in XX/XX/XXXX that there is no coverage, notify me in XX/XX/XXXX and want to charge my escrow account a year later? If mortgage company not informed, then how was I to have knowledge of the laspe in coverage and now have charged my escrow account {$4500.00} which made me negative {$2500.00} in escrow which in turn will make my mortgage increase over {$200.00} a month. How can I be charged by the company for coverage when I never received the 45 day notice of force placed insurance prior to the charges. If they were to charge me for XX/XX/XXXX I should have been notified by law prior to the coverage date. They are attempting to charge me after the fact. I was on the phone for an hour and issue was not resolved, I was just apologized to and said that was all they could do, they had to put insurance on it.
Company Response:
State: FL
Zip: 32926
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: - PHH Mortgage services my home morgage and collects tax payments held in exscrow as part of my monthly payment to them. - I contacted PHH Mortgage on XX/XX/XXXX by phone regarding a revised property tax bill I was issued by my County tax. Commissioners office. PHH advised me to send a copy of the bill and supporting documentation to them via email at XXXX which I did. later that day, I received an email from PHH acknowledging the tax bill information was received and would be processed. - On XX/XX/XXXX, I received a Notice of Intent to Issue FIFA from the tax commissioner 's office, advising the taxes had not been paid and a new balance was due which included penalties and interest. Payment to avoid the tax lien was required by XX/XX/XXXX, at which time the tax owed would be turned over to a third party for collection. - On XX/XX/XXXX, I contacted the Tax Commissioner 's Office to confirm the information and then contacted PHH Mortgage to inquire why payment had not been made. I initally spoek to " XXXX '' and later their " Escalation Manager '' " XXXX ''. They requested I send the previous email form XX/XX/XXXX and the Notice if Intent to XXXX which I promptly did. I also sent a copy of the materials to XXXX and XXXX. I again received an acknowledgment that my email with tax information had been received. " XXXX '' advised me that the payment would be made by XX/XX/XXXX and he would call me on XX/XX/XXXX with details as to why the payment had not been made. - On XX/XX/XXXX I noticed no payment had been made and called the County Tax Commissioner 's office to confirm, which they did. I then contacted PHH Mortgage and spoke to " XXXX '' with ID " XXXX ''. XXXX advised PHH was in touch with the County Tax Commissioner 's Office and a " sub Loan '' was on the parcel and they had ti investigate. I asked what a sub loan was and she advised she did not know. She further advised that their investigation would complete by XX/XX/XXXX ( 2 days after the new payment due date ) and payment would be made by XX/XX/XXXX. I explained that he tax lien would be applied after XX/XX/XXXX and she replied that they would " take care if it and not to worry. '' XXXX also insisted I would receive a call back from " XXXX '', whom I had spoken to last week today, and I have not received his call. I then contacted the Tax Commissioner 's Office back to inquire about the sub loan PHH referenced and was told there was no other loan on my property and they had no record of being contacted by PHH. To prevent a tax lien from being placed on my property and having no faith in PHH Mortgage to meet their fiduciary duty to pay the tax on time, I submitted payment for the tax due plus penalties and interest.
Company Response:
State: GA
Zip: 30076
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX PHH mortgage company took over my mortgage ( not my choice ). The company has the incorrect parcel ID and sent my tax payments to the incorrect borough for the taxes to be paid. The check was returned and I was never informed of this until I received A late notice from the borough in XXXX XXXX XXXX. I have been trying to get this situation rectified since XXXX and the Only thing I am Ever told is that its under investigation after reading XXXX reviews- this mortgage company is known for this same issue with other customers. My taxes are now delinquent- have been sent to collections and I have gotten absolutely no where with this company. They act like they are working on it but nothing happens.
Company Response:
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: After making a complaint about the total lack of cooperation with Ocwen they sold off to PHH Mortgage. They are two of the worst operators in the mortgage business and are well known to all brokers on XXXX XXXX. They have refused to work with me and have attempted to smear my name by writing defamatory statements to the XXXX XXXX. He subsequently has persistently ruled against me. And, what does a personally defamatory comment have to do wth a mortage. Even CFPB has sued Ocwen for abusive and fraudulen behavior in XXXX and collected {$200.00} XXXX. Now, XXXX XXXX has passed a law about abuse of borrowers in XXXX of XXXX and and XXXX XXXX and XXXX XXXX are refusing to dismiss the case against me -- even though I have XXXX XXXX and XXXX and the Foreclosure Abuse Act totally applied to me, A new modification was refused because they claim that I do not own the house ( which I transferred to my wife since I'm ill ) -- which I can correct with the stroke of a pen. And, despite the fact that they issued two modifications which their foreign clerks ( XXXX ) offered in the past under the same circumstances. THEN they AGAIN screwed up the loan processing. They could not even apply the payments to the right account caused me to stop paying. Then they valued my house at 50 % more than it was worth even though I provided an appraisal. OCWEN AND PHH SHOULD BE SUED BY YOU LIKE XXXX XXXX SINCE MANY BORROWERS EXPERIENCE THE SAME PROBLEMS REPEATEDLY. THEY OCWEN/PHH ARE ABUSIVE AND ARE A FRAUDULENT OPERATION.
Company Response:
State: NY
Zip: 10013
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have tried doing refinancing with XXXX XXXX and got accepted with a XXXX month trial period on my mortgage. They excepted my money in for XXXX months then on the XXXX month they told me I didnt sign the paper work which they had no proof on that they sent me. My lawyers asked multiple times the company never replied back. They restarted the XXXX month trial period again raising the loan modification payments by {$150.00}. I said okay and then successfully paid the XXXX months again and on the fourth month they sent my certified check again and told me the same thing and increased the loan modification payment and started the XXXX month trial. They expected my month from XXXX of XXXX and ask of XX/XX/XXXX when I have sent them month each month until XXXX sent me my money after XXXX of XXXX and put my house up for foreclosure. I had to pay XXXX dollars to my lawyer to talk to them but they dont get back to our phone calls. I have never missed a payment with the loan modification nor being late. They didnt even inform me it was going to foreclosure until XX/XX/XXXX of XXXX when they were suppose to 30 days before. The foreclosure papers says XXXX XXXX but my loan is though NewRez. Please help!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am the successor of interest for this property and PHH acknowledges that. All documentation comes to me addressed in my name. Prior to receiving a loan modification. I had numerous issues with PHH refusing to cooperate with me to keep my property and dual tracking. I applied for a loan modification XXXX XXXX XXXX, After we were told the file was in review we were then told it was denied becauseof a sale date.Now please see first attached documents dated XXXX PHH sent me two separate letters on the same exact date ( both are in the same attachment ). One stated they received my request for loan assistancebut due to the sale date there is not enough time to review my file SEE PAGE 4 .However my file WAS in review for loan assistance as we had been calling in to get weekly updates. Please see page 8 ( of the same first attachment ) dated the same date as the first letter stating that they are reviewing my file for loan assistance.We broughtthis to PHH attention and finally, after all of these unnecessary issues, complaints, and calls, I was finally given a loan modification. It was a fight. I was approved in XX/XX/2022 after a huge struggle. Please see attached complaints after complaints from my third party in regards to obtaining information. PHH purposely does everything in their power so people can lose their homes. There is no excuse for what I had to endure.I made all three trial payments. Please see attached proof of payments ( 3rd attachment ). They were made in a timely manner. I was advised that I would need to send in the family transfer package. I was told numerous times that these documents did not need to be sent in right away. Please see attached phone records of all my contact calls with PHH ( 4th attachment ) Every time I called and I was basically told something different. I asked for XXXXspeaking as my primary language is XXXX and there was obviously a language barrier but I could never get any help. I kept them in the loop of what was going on and they said everything was fine.The next thing you know, I am denied due to the family transfer package issue! PHH reps were telling me that it did not need to be sent in at the moment. I have a deed with me and XXXX and told them I was working on getting the deed with just my name on it. They said forme to take my time. Please see attached denial letter. ( 5th attachment ). We have called in to PHH and they said I have to apply for a new loan modification. The thing is they have the assumption package please see attached ( 6th and 7th attachment ) .I sent them the package. I should have never listened to PHH when they said they did not need the paperwork at the moment. They set me up to fail.They have always had the deed with my name which is why I am successor of interest. I was waiting on the court and county recorder for the deed with just my name and PHH was aware of this and kept saying that I did not need to send anything at the moment that I could wait to send it. They purposely don't explain things properly and leave information out all the time. So now here is another issue. PHH is telling us my file is being reviewed for the family transfer package and they are saying they will have a response in 60 days but yet are stating that I have to reapply for a loan modification all over again. I know PHH never wanted to give me a loan modification. The way they treated me the first time around, doing everything they could to mess with me and my family and 3rd party. From the start they were trying to deny me assistancebut good thing I had someone helping me because they are the ones that caughtthe dual tracking and being double standard and kept sending in complaints to escalated cases. This makes no sense as to what is going on now.. They are taking advantage of me due to my race, ethnicity, sex, national origin and language. I am demanding someone review everything that I am stating and that my file and loan modification move forward without having to start over! This is completely unacceptable and racist. I have done everything on my end that needed to be done and PHH age is doing everything they can to make sure I lose this property just like they attempted to do the first time I applied. This is almost going on a year battling with them and I am tired of it. The first original email asking them to review my file for a loan modification is also attached! PHH refuses to be held accountable for anything that they do.
Company Response:
State: NJ
Zip: 07002
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX I submitted my application to the NJ ERMA program to payoff the past due amount on my mortgage. I had filed XXXX by in XXXX of XXXX and as a result of COVID 's impact on my income was unable to make the regular payments. The completion of the application with all required documents was received by the State of NJ ERMA program on XX/XX/XXXX and the Initial request for acceptance of funds was sent to PHHXXXX in XXXX of XXXX. In XXXX of XXXX after several calls to the State, I was advised that the mortgage company had not yet responded to the request from the State as to acceptance of my participation in the program. ( Please Note : I was in an active bankruptcy at the time of my application ). The attorney representing PHHXXXX ( PHH ) further indicated there was no record of an " initial records : I records ) ever received from the State. Also, in XXXX the bankruptcy judge advised that the bankruptcy would be discharged if the funds were not received by XX/XX/XXXX. I called both the state and the mortgage company today XX/XX/XXXX at XXXX and XXXX respectively. The state said an I-records request was sent to the mortgage lender for them to approve participation in this program. PHH Rep ID XXXX indicated it was just a notice and no action was required on their end. I call the State back around XXXX on XX/XX/XXXX. The situation was explained to another representative who advised that they could have a XXXX contact me. I asked if he could see that my request for a return call from a XXXX in XX/XX/XXXX remains unanswered. I understand that an active bankruptcy provides a level of complexity in processing these ERMA funds. However, it is unacceptable that this process to HELP homeowner 's save their homes, is so complicated and places additional stress on the whole process and the consumer. There is an important part of the process that is not included when applicants are in an active bankruptcy and the mortgage company WILL accept the participant in the ERMA program and receive the funds. It has taken me from the XXXX of XXXX- XX/XX/XXXX to understand and figure out the process for myself. Although it is considered, it was share with me that there are several other applicants with PHH that are experiencing similar situations. I don't know them personally and can't verify if they too are in an active bankruptcy. My complaint is against PHH and the State as both have a right the explain the process in some level of detail and alert the consumer as to the status of their application, along with an understanding of the meaning of the status. There is no reason why this process is THAT complicated. PHH said nothing or even advised the State of the need for the " court consent acknowledging that the borrower ( me ) applied for the HAF assistance. The State provided no information on whether or not an active bankruptcy would impact the process, despite having received that information during the application process. All contact was via phone and no letters advising of this missing part of the process was ever received from PHH or the State. The phone number I called for PHH : XXXX The phone number I called for NJ ERMA : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07065
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH mortgage is not paying my property taxes from my escrow account. In XXXX of XXXX I contacted PHH about my tax bill. I worked with their esclation department ( XXXX ) agents name told me they got paid. Then XX/XX/XXXX I received and other tax bill for this half of and a past due tax amount for that last year.i emailed a copy of the tax bill to Phh as directed by customer service. I have call PHh mortgage multiple times and can never get an answer or a call back
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A