Date Received: 2023-01-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In summer XXXX, I contacted my home mortgage servicer, PHH Mortgage regarding my severe financial hardship and was placed on a forbearance program for 3 months that commenced on XX/XX/XXXX. This plan was good for 3 month and was placed on another forbearance thereafter for another 3 months. Upon completion of this 2nd forbearance, I endeavored to commenced the payment, but fell short within couple of months due to XXXX impact and I immediately contacted PHH Mortgage and was placed on another forbearance plan for another 3 months. At this junction, I have not paid my home mortgage loan for more than 10 months and was advised by my relationship manager that the delinquent amount will be place on the back of the loan without interest ( see attached Notification of Payment Deferral from PHH Mortgage ) at the conclusion of the forbearance plan. So, at the end of this forbearance, I have not paid my home mortgage for the 9 months of forbearance plus the couple of months that it took before the forbearance were finalized for a possible total of 11 months minimum. At the completion of the 3rd forbearance, I was advised by my relationship manager that the delinquent amount was no longer going to be set aside to the loan maturity, but rather, I will need to pay the lump sum asap. This has been since XX/XX/XXXX and for all these months, I have been trying vigorously to have the delinquent amount set aside or have the amount set up as a repayment plan for a minimum of 48 months due to my financial circumstances. I have made numerous attempts and still making attempts to reach my relationship manager, but all these attempts has been in vain. Every time I called, Im told to make an appointment to speak to the relationship manager, and these appointments are only once per month and whenever he fails to call me ( just last the last appointment in XXXX ), that will mean another month of non-payment of my home mortgage and it keep piling up and pushing me deeper and deeper into this delinquency. I need this delinquent amount to either be set aside until the loan maturity or the delinquent amount be placed on a repayment plan of a minimum of 48 months ( {$25000.00} / 48 months = {$530.00} per month ) and adding this amount to my regular PITI of {$2800.00} will be {$3300.00} per month. This amount I can 100 % guaranty to pay without any further default.
Company Response:
State: CA
Zip: 91306
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I made a {$1100.00} early payment to my mortgage lender PHH Mortgage for the mortgage due on XXXX. They misapplied this payment to principal only instead of the mortgage due. They have done this previously and I have had to ask them to correct their error. On XX/XX/XXXX I emailed the company to remind them to make sure the payment was applied to the mortgage due. On XX/XX/XXXX they emailed me that " All funds received will be applied towards the contractual payments. '' Since then the payment has not been corrected, despite many additional emails with PHH in XXXX. Their reply on XXXX stated " We have submitted a request to reverse the principal funds of {$1100.00} received on XX/XX/XXXX, and add it to the payment of {$1100.00} received on XX/XX/XXXX, and have them re-applied toward the XX/XX/XXXX payment. '' Since then the payment has still not been corrected, so I have called their customer service line twice, both times I have been assured the payment would be corrected and no fees would be charged. Today I was charged a late fee, and they claim I need to submit another payment when in fact I paid early for the XX/XX/XXXX mortgage due. I am concerned that their continuing errors with my payments will affect my mortgage rate and credit rating, and need CFPB 's help to fix the situation. Thank you.
Company Response:
State: OR
Zip: 97206
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am behind one year in payments I sent 3 checks {$8000.00} each total value of XXXX on XX/XX/23 via mail Phh mortgage services received my checks but are not applying it to my account when I reached out to them they told my they will look into it I spoke to escalation manager who told me I have to pay an additional {$850.00} because the minimum they could accept from me is {$24000.00} i was told if I paid the {$850.00} with bill pay they will apply all. He said he would be handling the case and I will receive a call from him send the {$850.00} through bill pay and they sent it back when I called they said because the bill pay amount was not the full {$24000.00} that why it was sent back I sent a check for the {$850.00} through overnight mail on the XX/XX/23 the mail was delivered I called them today XX/XX/23 the day the days he was suppose to call me back and was told they have mycheck for {$850.00} but I have to wait on a call from the manager I don't understand why they don't apply the checks they have or send them back everyone I speak to from this company is speaking to me from another country I need help in this matter because have my money to bring my mortgage up to date and they are not doing so
Company Response:
State: NY
Zip: 11420
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: This is one of many issues I have been having. I have made Ocwen aware they have been charging me {$12.00} each month when we paid our mortgage over the phone. We did not make payments with a live person. I called Ocwen as I believe in Maryland this was not allowed. Ocwen said they could only see two phone payments we made but did not do a complete audit. Well we have found 18 months of fees so far. I have reached out to Ocwen and their Ombudsman and no return call.
Company Response:
State: SC
Zip: 29708
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am XXXX XXXX XXXX and have owned my home for almost 28 years. I have suffered great stress from PHH Mortgage 's improper servicing of my reverse mortgage and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX filing of their foreclosure lawsuit against me. PHH placed very expensive, forced-placed insurance on my property. PHH offered me a repayment plan for my property charges on XX/XX/2022. I accepted and timely executed the repayment plan on or before XX/XX/2022. I timely made regular monthly payments under my repayment agreement through XX/XX/2022. Despite my acceptance and performance, XXXX and PHH went ahead and filed a foreclosure action on XX/XX/2022 and continue to maintain the lawsuit while accepting my payments. PHH rejected my payments starting in XX/XX/2022. I applied for an At Risk Extension and PHH received the application with my budget and doctor 's letter on XX/XX/2022. PHH has yet to process my At Risk Extension request and continues to maintain the foreclosure lawsuit. I sent PHH three Notices of Error and Requests for Information on XX/XX/2022, XX/XX/2022 and XX/XX/2022. I did not receive a response until XX/XX/2022. It is a partial response. Amidst all of this, PHH has also refused multiple times to accept Releases that I properly executed authorizing my attorney of record to communicate with PHH on my behalf. PHH continuously created unnecessary delays. In XX/XX/2022, I asked for a Reinstatement Letter to cure the amounts in default. I timely sent full payment of the amounts in the reinstatement/cure notice via third party payment as instructed by XXXXXXXX XXXXs counsel. The instructions for payment by XXXX listed an incorrect account number. PHH has held onto the default cure check for almost a month and is refusing to deposit the funds to my loan. Not only has PHH broken our contract for repayment, but PHH has refused to process every single attempt that I have made to resolve the loan default and cease litigation of the foreclosure action. To date, the lawsuit is still moving towards foreclosure of my home.
Company Response:
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2023-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I suffered a house fire. My house was a total loss. I wish to use the insurance settlement to pay the mortgage off and try to repair my home. I requested a Pay off Quote. I also submitted a settlement offer to PHH mortgage to settle the debt. I was told, " My settle offered had to be in writing and copy of the funds also needed to be submitted to verify I had the available funds to settle the mortgage debt. On XX/XX/XXXX, I submitted in writing a Settlement Offer for {$20000.00} along with a copy of the insurance check from my house fire claim. I was informed, PHH Mortgage was hiring an Appraiser to come and assess the property because my offer might be low balling them. After several weeks of waiting to hear from the Appraiser, I was told, " I didn't qualify because my mortgage was in good standing and they would not be sending an Appraiser out instead they were mailing me out the application for Loan Modification ''. I never requested any type of financial help other than requested a lower Payoff/Settlement offer to settle the debt. From XXXX to XXXX, PHH Mortgage have been taking me through circles with settling the mortgage debt. Once they realized the Appraiser could not assess a burned house, only the value of the land could be assess, they decided not to send the Appraiser to do the assessment so we could settle the mortgage. Instead PHH Mortgage is trying to keep me in the mortgage when the house is a total loss/destroyed from the house fire . I wish to settle the mortgage debt with PHH Mortgage. I was told, " I had to do the Loan Modification, which is part of the process before they could accept my Settlement Offer for the Underwriters ''. I have been displaced from my home every since XX/XX/XXXX, PHH Mortgage is prolonging the time for me to repair and get back into my home. Also, the insurance check is set to expire in XX/XX/XXXX if its not cash within 90 days of issuance. I was told 3 times by PHH Mortgage to put my Settlement Offer in writing and still they have not accepted my offer, they keep taking me in circles with settling the mortgage with them on this burned house. I need help, I'm not sure if the Representatives understand that my house was burned and to tell me I dont qualify for a Settlement because my mortgage is in good standing. The house is a total loss that should qualify me for a mortgage settlement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: First of all the complaint is against XXXX XXXX Bank the owners of my mortgage and the service companies we had to go thru like XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, and many more! From XXXX to XXXX have had to file bankruptcy XXXX times over the years. And still in bankruptcy since XXXX until present and will not be done with XXXX XXXX in XX/XX/XXXX. I have so much information and documents to prove that XXXX XXXX has lied, promised, charge fees, robo signed, cause my family to file bankruptcy XXXX times and still in XXXX XXXX currently, been harassed, had to sign incomplete documents requested by XXXX XXXX to complete a modification agreement and the fees were higher than agreed apond. XXXX XXXX sold our house at auction and we were in XXXX XXXX the court had to reverse the sale and the buyer came to evict us while under Automatic stay protection. We had to file another XXXX XXXX on top of our existing XXXX XXXX due to attorneys being fired by the court and we had to hire another attorney .We have been fighting XXXX XXXX XXXX XXXX and had XXXX modification and tricked into signing document that they new we couldnt afford. I have documents for days regarding XXXX XXXX violations against us and the dealings with XXXX XXXX have caused me and my family emotional distress and health problems and finance hardship, embarrassment,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 932XX
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Again after 3 years PHH is back to their games. I applied for a loan medication last year, I didnt sign or make the first payment because around the same time my identity was stolen. I am trying to repair what happened and working with lawyers. This is taking longer than expected.
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am in a XXXX XXXX and have an individual Flood Insurance and a Master Policy at the XXXX XXXX. Every year the Mortgage Company gives me a hard time about the XXXX XXXX. Generally, they like to see both. Last year I showed them both and they still went out and bought XXXX XXXX, twice. They only reimbursed me once, even though I never needed insurance because I already have it. They refuse to pay me back. This year, even though everything is the same they are changing the rules. I have provided them my new XXXX XXXX XXXX several times and they still find it unsatisfactory and are requiring me to have my individual name and XXXX number on the Master policy. I also sent them property tax records to confirm the address on the insurance matches the master policy. They have sent me XXXX letters on this issue including XXXX that says it was resolved, followed by a letter XXXX days later stating it is not resolved. I am at an impasse with them because they are asking for things I can not provide. PHH has been a terrible Servicer. I have to remind them on tax payments, then they pay it twice. They let my XXXX XXXX lapse and I had to pay it myself and wait to be reimbursed. I have wasted countless hours dealing with them. I have never been late on a payment.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2023-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My ex wife and I were victims of predatory lending in XX/XX/XXXX with XXXX XXXX. Divorced in XX/XX/XXXX. She deeded the home to me in XX/XX/XXXX. Unable to pay on my own I was almost in foreclosure XXXX. The home was upside down in value. I finally modified ( Ocwen ) the home in my own name in XX/XX/XXXX. New servicer ( PHH ) came in at the end of XXXX putting my ex wife back on the note. I finally had to stop paying since the new servicer refused to take my ex of the note. When the old servicer agree to take her name off. XX/XX/XXXX I had no choice to take the servicer & trust ( XXXX ) to XXXX Supreme court. Upon further research after filing summons & complaints, I've come to find out that the mortgage has been paid in full by XXXX XXXX insurance. This means that the servicer is now trying to double collect. I have a quite title on my property. Of course I am running out of funds fighting against the big banks. XXXX has already been awarded by XXXX Supreme Court against XXXX XXXX XXXX XXXX at the end of XXXX for over a XXXX dollars. In turn my ex wife has taken me to court for contempt over the same issue. My lawyers bill are surmounting! I have tried to refinance but the derogatory remark is still on XXXX of my credit reports.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 108XX
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A