Date Received: 2023-01-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We had originally filed a complaint with the CFPB Complaint ID XXXX, and PHH Mortgage provided a response. However, their response provided erroneous and aberrant information that can be disputed by 1 ) chronological & documented evidence and 2 ) more importantly, by reviewing and listening to recorded conversations between myself and the company. Specifically, after reviewing PHH Mortgages response to the CFPB, I would respectfully ask that this company be investigated for providing false responses in an attempt to conceal corrupt conduct that is dishonest and should be considered unlawful when it comes to the handling of our request for mortgage assistance. 1. PHH Mortgage states that they sent a letter on XX/XX/XXXX, requesting missing documents. No letter was received. The first documented intervention letter from PHH was sent on XX/XX/XXXX, more than 30 days after our initial request for XX/XX/XXXX and XX/XX/XXXX mortgage assistance. This letter requested that we complete a mortgage assistance package, which was completed in full with all documentation requested, and submitted timely. 2. We made several attempts to work with PHH in XX/XX/XXXX and XX/XX/XXXX ; however, we were consistently informed that there were requesting additional information which had originally been sent numerous times via email and fax, and we had confirmation of those documents being sent timely. Furthermore, after speaking with representatives on the phone, sometimes we were told they Only need a recent paycheck stub. It was never about a missing document ; they were actually requesting additional documents each and every time they asked for an updated check stub to show year-to-date income. AT NO TIME DID THEY EVER ASK FOR ANYTHING ELSE. In fact, in all the times we were asked to submit documents, they were submitted timely. 3. When we realized that PHH Mortgage was circumventing the timeliness of our request for mortgage assistance, we attempted to make our loan payment only to have our payments refused causing us to fall more than 90 days behind. XXXX. In XX/XX/XXXX, we were again denied mortgage assistance based on an incorrect NPV value, because they were using a drive-by valuation of {$840000.00}, stating that they did not have a record of our certified appraisal ever being received. This number was an over-inflated price that can not be supported by any website, such as XXXX or XXXX, and was only used to impede and stall the request for mortgage assistance. 5. We continued to try and work with PHH, including providing a certified property appraisal, which was submitted on three different occasions. With each submission, PHH Mortgage told us a ) it had not been received, b ) it was missing pages, or c ) they admitted failure to open the document to review the appraisal in its entirety. It was because of item c that we were then instructed to complete another mortgage assistance package so our request could again be reviewed, this time in its entirety. 6. In XX/XX/XXXX, we were advised to resend the appraisal, and after speaking with a PHH Relationship Manager, he concurred that it had been received and based on the certified appraisal our request for assistance would be provided. He also requested that we submit another application package, which was submitted within 24 hours, in full. This made it the third time that we had completed the same documentation in their so-called mortgage assistance package. 7. PHH now states that we were more than 90 days delinquent but that was not through any fault of our own. Each and every delay was induced by PHH Mortgage, thus it was their failure to address our request in good faith and timely which caused us to fall further and further behind. 8. PHH Mortgage states that a hybrid value was used using online data resources and that no property inspection was completed. However, we have submitted several times a property inspection using a State certified appraiser and, yet they continue to deny having such a document on record. 9. PHH Mortgage states that a consumer has the option to speak with an assigned Relationship Manager and, if not available, there is the opportunity to speak with another trained Relationship Manager. However, that is not a true statement. If their calls are recorded, then they should listen to the recordings where a ) we were put on hold - sometimes for over an hour - only to be told no Relationship Manager was available, and our only option was to write a letter because there was no one else to speak to or b ) schedule a telephone call with a Relationship Manager, which should be noted would be more than 30 days out. The responses provided by PHH Mortgage are untrue, inaccurate, and a breach of a consumers right to be treated fair and equitably. As a homeowner, I am at a complete loss as to the misrepresentations and dishonesties they are exhibiting in their reply. The paper trail, phone conversations, and fax and email confirmations dispute their response and their handling should be investigated as illicit conduct of a financial institution.
Company Response:
State: CA
Zip: 91710
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX is charging a convenience processing fee to pay online and told me it was a STATE policy - I live in Texas, it is not a state policy or I would have to pay other companies. They didnt send me a notice of this charge and I have been paying them for at least XXXX XXXX now. My daughter is on record with them asking when they sent the notice to their customers and they said they didnt have to notify them and they also told her to check with our state! She told them they were out of state and federal compliance and absolutely had to notify their customers of any additional fees for payment processing practices.
Company Response:
State: TX
Zip: 77578
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX My Loan went into default about XX/XX/XXXX. I hired an Attorney ( XXXX XXXX ) to address my foreclosure case. My Attorney abandoned my case in State Court. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. failed to provide NOTICE OF JUDGEMENT HEARING DATE TO THE BORROWERS. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX obtained Foreclosure Judgement on XX/XX/XXXX. In XX/XX/XXXX XXXX XXXX Schedule Foreclosure Sale without providing the NOTICE OF SALE TO BORROWERS/OWNERS ( failure to notice of a prejudice inducing event such as Sale ; generally raised violations ( XXXXXXXX XXXX XXXX XXXX XXXX ) of due process. In XX/XX/XXXX, I STOP the FORECLOSURE SALE & REMOVAL CASE FROM STATE COURT ( BAIS ) THEN TRANSFER TO FEDERAL COURT. ( XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX ). The Federal Judge stated to me that my defense should have been raised in State Court. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX extinguished ALL MY LEGAL RIGHTS to defend myself in State Court. Since XXXX, the law firm of misconduct has not change as XX/XX/XXXX. Hundreds of Minority Homeowners property rights were extinguished by XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I recently obtained data that my property was sold at public auction On XX/XX/XXXX. On XX/XX/XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX took title to my home without following the due process.
Company Response:
State: NY
Zip: 10562
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: we XXXX have a big finance problem. we not able to pay the Mortgage because the way we getting pay. we need help. we hold about {$XXXX} or more
Company Response:
State: NY
Zip: 11717
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am unable to get any formal reply regarding my release of liability request from PHH Mortgage. I went through a divorce last year and as part of the proceedings, I was to remove my ex-spouse from the mortgage by XX/XX/XXXX. I completed my application with PHH in a timely fashion to ensure I could provide my reply to the court by then. I am financially qualified to carry the loan independently and want to avoid refinancing given the current state of interest rates. PHH provided a time frame of 45-60 days to review my release of liability application. I still have not received a decision as of today and it has been 127 days since my check for the application fee was cashed. Every single person I have communicated with at the company has lied. It's criminal how the organization is run. Below are my notes regarding communication with PHH. XX/XX/XXXX Application mailed XX/XX/XXXX Tracking indicated it was received XX/XX/XXXX {$370.00} processing fee cashed XXXX sent an email to customer service requesting an update on the application status and quoted 3 business days for a reply from the Research department XXXX call back after not receiving a reply to email ; at that time I am assigned to XXXX, an escalations manager who promises a call back in 48 hours with more information XXXX call back after not receiving a reply from XXXX. I am told I can not speak to anyone else now that XXXX has been assigned to my case. I am assured she will call me back with an update. At this time, I am told that my 45-60 days review process did not start until XX/XX/XXXX. No one can explain to me why my check was cashed on XXXX but the application wasn't given to the correct party until XX/XX/XXXX. I am just expected to accept that situation. I asked to speak with a supervisor and was told I can request a call from a supervisor. I offered to hold but this request was refused, but I was assured a supervisor would call within 48 hours. A supervisor never called. I was provided an email address directly to the release of liability department ; when I sent a message to the address it was kicked back because the email address doesn't exist. XXXX missed call from XXXX ; I called back within 30 minutes and had to submit another request for a callback from XXXX. Emailed XXXX because " rol '' address was undeliverable. Also reached out via Contact Us on the site and sent an email to customer care and research. I never received a reply from anyone. XXXX Emailed customer care and research departments at XXXX. Called at XXXX. I was given the same generic email reply quoting XXXX days to review. When I called, they said they would have XXXX call me back. XXXX Still no call back from XXXX XXXX and they will not assign a new escalations manager despite my requests. I emailed customer care and research again. Their generic reply continues to quote XXXX days even though it has been 60 days since the application fee was cashed. XXXX Still no call back from XXXX XXXX and they will not assign a new escalations manager despite my requests. I emailed customer care and research again. Their generic reply continues to quote 45-60 days even though it has been 60 days since the application fee was cashed. XXXX Still no call back from XXXX XXXX and they will not assign a new escalations manager despite my requests. I emailed customer care and research again. Their generic reply continues to quote XXXX days even though it has been 60 days since the application fee was cashed. XXXX Still no call back from XXXX XXXX and they will not assign a new escalations manager despite my requests. I emailed customer care and research again. Their generic reply continues to quote 45-60 days even though it has been 60 days since the application fee was cashed. XXXX We are 60 days past their falsified receipt date of XX/XX/XXXX and I am now being threatened to be held in contempt of court by my ex-spouse 's legal representation. I call again and demand a new escalation manager as well as some real information about the status of my application. I am told, " great news- it looks like XXXX should hear from the release department tomorrow and will call you. '' XXXX I receive no contact from anyone at PHH . XXXX I call back and am told, " You will receive an answer when you receive one. '' I am now being given no timeline, no update, no point of contact, and no explanation about why PHH has continued to lie to me repeatedly. I am just expected to blindly wait. Please help me. I desperately need an answer from PHH regarding my release of liability application and have exhausted my means.
Company Response:
State: OK
Zip: 73012
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ive received a property tax exemption for my home mortgage due to being a XXXX % XXXX XXXX, after submitting my updated information multiple times to PHH mortgage, XXXX XXXX XXXX XXXX XXXX nj, multiple phone calls which get disconnected or transferred out to call centers as well as the operators hanging up, lacking proper information about my account, and unable to assist me, as well as a reimbursement check from The previous end of year quarter never received. This company has over 430 one star negative reviews, and yet continue to operate.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was told by PHH Mortgage at the Beginning of XXXX that I could get a 3 month forbearance plan and the payments would be put at the end of my mortgage and then in XXXX to start making my regular payments, it turns out that when I call them on XXXX XXXX, 2022 to make my payment, my relationship manager said that I owe XXXX, then he said that he would try to work it out, to wait until he calls me back on XXXX XXXX, he call back and said that he couldn't help, but would sent it to a commit to see what they can do for me. To wait unlit XXXX XXXX and then he would call me around XXXX XXXX. After talking to him he said that the only way they can help me is paying around {$10000.00} to bring my account up to date, the only problem is that they Lie to me in XXXX when they gave me the forbearance plan for 3 months. Now I have unlit XXXX XXXX to file a appeal. If they had told me the truth I would have done something else instead. They say that all calls are recorded so if they go back to XXXX when I call them they can see that they afford me a 3 month forbearance plan and that mtg payments would be put at the end of my loan. I have appeal their reason for non-approval. I don't want to lose my home after 39 years living there its all I have and am retired, Hope you can help me. Thanks XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX, Fl XXXX PHH Account # XXXX Everything has been done over the phone with PHH Mortgage Co,
Company Response:
State: FL
Zip: 33013
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern : On XX/XX/XXXX I submitted a request for PMI removal on my home with my loan servicer at the time XXXX XXXX XXXX XXXX XXXX XXXX ) after my submission I was informed that the my servicer was going to be changed. I called XXXX immediately upon receiving the letter, and was told that there would be no problem and to proceed as they had cashed my check for the broker price opinion to prove the loan to value ration was below the required threshold. The PMI was finally canceled on XX/XX/XXXX. However, the servicer had taken a payment for PMI and sent it to the PMI insurer on XX/XX/XXXX. This created a shortfall in my escrow account that I will now have to pay because my unused premium has not been returned to me as of XX/XX/XXXX. I spoke with XXXX on XXXX and was told it would take an additional XXXX days to get me my refund. It is my understanding that under the XXXX XXXX XXXX of XXXX they are required to provide my unused premiums back to me within XXXX days of cancellation of the PMI with a XXXX of XXXX days. This has not happened as well I am paying for XXXX and XXXX because of the delay in processing my request. XXXX has said several times that they were backed up but that is not my problem and I am out XXXX dollars for their delay.
Company Response:
State: NY
Zip: 11787
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good Evening Let me start thank you for being a resource. I will be brief I started off mailing OCWEN mortgage payments via postal service beginning of month but come end of the month they weren't being posted on time which was causing late fees and also being reported late to Credit Bureau. Which caused concern since this method of payment didn't work I suggested setting up Auto payment with them figuring this would solve issue to no avail now I still having issues One minute I'm current the next they're not requesting payment from bank on time but telling me I'm current submitting bogus reporting to Credit Bureaus. Please Help XXXX XXXX XXXX XXXX XXXX
Company Response:
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have already written to you about my issues with PHH Mortgage. They claim that the wire transfer of my payoff was received by them from the home buyers attorney, XXXX XXXX, on XX/XX/XXXX without the mortgage account number, and that they sent it back in XX/XX/XXXX. Her bank says it was not received by them until XX/XX/XXXX, and even though I have repeatedly authorized them to directly communicate with both my attorney, XXXX XXXX, and attorney XXXX XXXX, they refuse to communicate with either. I want to resolve my own situation and also to warn all consumers to stay away from this company.
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A