Date Received: 2023-01-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: my contract expired XXXX XXXX, 2021. I have been trying to receive a new loan to date ( 15 months ). I have complied with all requirements and no decision has been rendered. I continue to respond to scheduled telephone calls and there is never any final decision. I was given a modification loan in XXXX and was told the signature of my XXXX was needed. We are divorced and all paperwork is with PHH indicating she is not on the loan. PHH reps is not communicating with me to give any updates. I continue to give them the necessary paperwork with no decisions rendered.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39209
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Received a notice of pending forced placement for insufficient flood insurance, shortage of {$7800.00}. Property is owned by my husband [ XXXX XXXX ] who became sole owner after the death of his mother [ XXXX XXXX on XX/XX/XXXX ]. Current flood coverage is {$180000.00}. XXXX XXXX is +/- {$140000.00}. Previously notified by PHH that no further advances on this reverse mortgage are allowed since the borrower is deceased. Per FEMA the maximum allowed flood coverage a lender can require is the lesser of these three items : {$250000.00} as the max allowed in the Regular program, or the current UPB or, the maximum line/loan allowed on the reverse mortgage. Since no further advances are allowed the maximum coverage should be the current UPB. I scanned my request for re-consideration based on the above logic on XX/XX/XXXX. I received emailed notification from PHH that no reconsideration would be granted on XX/XX/XXXX and they will proceed with forced placement .PHH XXXX XXXX XXXX is the servicer.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced from original XXXX XXXX XXXX of XXXX. From XXXX XXXX to The XXXX XXXX Bank, the fixed interest rate went from XXXX to XXXX. I am also enrolled in XXXX with XXXX XXXX, so I dont pay property taxes due to be a 100 Percent Permanent and Total Veteran. It was a XXXX XXXX as well. I was informed by The XXXX XXXX Bank that my account will be transferred to another company PHH Mortgage, for no apparent reason, but because the computer does this without their control XXXX of XXXX. I made every payment on time and numerous times it was made early. PHH Mortgage could not find my account for whole month of XXXX, although The XXXX XXXX Bank said my next payment XXXX of XXXX has to be with PHH Mortgage. Therefore, The XXXX XXXX Bank accepted XXXX more payment. I called PHH Mortgage several times concerned about this, and paying on time as usual. I was able to see my account mid XX/XX/XXXX with PHH Mortgage and they had extremely high figures as if the loan was just established, they set it in my profile at the original price of the home in XXXX of XXXX which was {$280000.00} When I addressed this, they informed me that all payments went to principal. I advised this was incorrect. I also questioned why wasnt the amounts just transferred because there was no figuring needing to be done. I called back XXXX of XXXX because it showed my mortgage payment increasing XXXX of XXXX by {$26.00} PHH Mortgage said my insurance went up an I was now in the whole {$680.00} XXXX immediately called my insurance XXXX XXXX an they have me assigned to XXXX XXXX handling my account. Therefore XXXX XXXX advised that it should not be in the whole {$680.00} but it infact went up. They confirmed all amounts in XXXX the insurance was {$1100.00} in XXXX the insurance was {$1400.00} an the difference was {$340.00} At that moment we made a few adjustments to bring it down and PHH Mortgage was sent the new Declaration document showing the new amount XXXX XXXX PHH Mortgage received the document. Once I questioned PHH Mortgage where the {$680.00} in the whole came from, they now advised XXXX XXXX that its property taxes as well. I advised that I dont pay property taxes, a questioned if they infact received all documents from The XXXX XXXX Bank . I was extremely terrified because my next payment in XX/XX/XXXX was even higher, approximately {$20.00} more and increasing. I demanded answers and requested new analysis, proper paperwork and what were they truly charging for interest then. XXXX the escalation XXXX finally took over the case and advised that they will contact the XXXX tax office to confirm my XXXX. But they would only do this first, then they will address the overpayment from inputting my insurance and mortgage payments. This was unacceptable to me, due to being impacted by increasing payments I do not owe because of their negligence. I am not sure what figured they have regarding my insurance, my interest rate, nor the correct amount owed left on my XXXX XXXX. I am not sure what they have regarding the correct mortgage payment. I am not getting much assistance and this is an enormous investment, however, it is not being handled as such. Nor was it ethically transferred and handled professionally.
Company Response:
State: FL
Zip: 34772
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received a Payoff Quote from PHH Mortgage for the amount of {$410000.00} good through XX/XX/XXXX On XX/XX/XXXX I Closed on a refinance with a new lender. On XX/XX/XXXX The Settlement agent XXXX XXXX XXXX sent a XXXX Official check in the amount of {$410000.00} via XXXX to the address indicated on the PHH payoff quote. On XX/XX/XXXX The payment was received by PHH Mortgage, as indicated on the XXXX proof of delivery. Its XX/XX/XXXX and PHH Mortgage has still not processed the payment and is incorrectly reporting this Mortgage account as open and not paid on time, in violation of the Fair Credit Reporting Act
Company Response:
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2022, my husband and I purchased a home in Central Pennsylvania. The home was purchased via a VA loan through XXXX XXXX Bank. Immediately following the purchase, we received our property taxes. The tax documents were immediately sent to the bank for payment from escrow. Not long after the documents were provided to XXXX XXXX Bank, we learned that the loan was sold to PHH Mortgage. This happened before the first mortgage payment was made to XXXX XXXX Bank. Upon receiving the new mortgage information, I contacted the bank so that they would have the tax documentation necessary to pay the bill. After speaking with a representative, I emailed the documents to him and received a call back indicating that they were in receipt of the bill and that it would be paid immediately. The date was the end of XXXX- the first week of XX/XX/2022. In XX/XX/2022, I received a letter from the County Tax Assessor stating that the property tax payment had not yet been received and needed to be paid by the end of the year. Subsequently, I contacted PHH to inquire why the bill had not been paid when there is an ample amount of money in the escrow account. The response I received was that the tax department would be contacted and the bill would be paid. The bill was not paid. I made a follow-up call to PHH to inquire about the status of the payment. I was told that the complaint was escalated due to the urgency of having to have the payment made by the end of 2022. Over the next few weeks, I received a weekly call from PHH stating that they are handling the problem. During the conversations, I asked to speak with someone from the Tax team but was never able to be connected with a person from the tax team. At this point, I have realized that the representative that I've spoken to is only reading from a script and my issue is not being handled. I have spoken with the County Tax assessor who has reached out to the bank on my behalf, and by the way, I have given her the authorization to discuss my account. She has also provided PHH with the tax documentation they requested as well as all of her information so that the bill can be paid. I neglected to also explain that this bill has also acquired a {$200.00} penalty fee because it was not paid by the end of XX/XX/2022.
Company Response:
State: PA
Zip: 17015
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ive had a problem with my mortgage company PHH mortgage services. I have notified my mortgage provider that my bank accounts were compromised due to an illegal and unlawful intrusion into two of my banking checking accounts. This intrusion took place between XX/XX/2022 through to XX/XX/2022. When I pay my payments, I set up an ACH or an automatic withdrawal from my account. This is how I pay my mortgage since origination. I always make online schedule payments to be paid to my account but in this particular situation, I requested payment to be made and those payments were canceled due to the fact that my bank without prior notification, closed any access to withdraw or deposit to this account due to the fact that there was an intrusion. My banks fraud department proceeded to investigate. Fraud packets were sent to the credit card agency as well as my mortgage company. Also there was two letters from my bank taking ownership for prematurely do an emergency freeze of my accounts without prior notification. This action was historical to my account and was out of the ordinary if you look at my baking history. I requested my mortgage company to update this information. And I sent in the documents that they requested so that they may review it. Before the documents could even be received by the mortgage company , the mortgage company responded back stating that the information was accurate. Without the documentation from the banks I find that very difficult to make this determination. I also have an issue with the fact that this mortgage company servicer, stated that they received the documents even though they did not. This means that no investigation was conducted because there was no documentation received in order to review. Undoubtably this mortgage servicer did not complete a proper investigation into my request. The credit report Nac did not conduct a proper investigation if they did not have the documentation from the mortgage servicer to make a proper decision. These companies are just making decisions and not actually going through the actual process of review. This is unfair to every consumer who puts their faith in a mortgage service provider to do the right thing and to actually investigate and review request by the consumers. Falsifying information and stating that you did something when you didnt have the documentation to do it is of a gross negligence nature.
Company Response:
State: CA
Zip: 91739
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022, the property I owned was sold, and the total owed to PHH Mortgage was wired to them by the buyers attorney. PHH says they never received the payment, despite confirmation from the bank that it went out to them and was not returned. They continue to say I owe them the payoff and that I am behind on my XXXX, and now XXXX payments. I no longer own the house and I am very worried about what this will do to my credit rating, Ive had many exchanges with them, as has the buyers attorney.
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: PHH MORTGAGE COMPANY MY Father died with a Reverse Mortgage ( PHH Mortgage Company ) on the home.. We requested a payoff in XXXX the pay off was XXXX We sold the loan in XX/XX/2022 and the payoff is now XXXX. The statement says Corporate Advance of XXXX. I would like to forward the document for review. My name is XXXX XXXX XXXX, my father is the late XXXX XXXX. My email address is XXXX.
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: PHH Mortgage currently holds the debt for a property that is in a trust. The sales agreement for this property was signed on XX/XX/XXXX and is due to sell on XX/XX/XXXX. Item # 1 : PHH refuses to acknowledge or communicate with our realtor even though we have directed PHH in twice writing to do so and have provided all the information necessary to establish this line of communication. Item # 2 : PHH claims that they can not " locate our account '' - whatever that means- even though PHH provides us with monthly statements regarding the account. How can this be? Item # 3 : PHH continually communicates with us from a different office location even though they identified a single point of contact in the early stages of communication regarding the property and the loan. Chronology of Events : XXXX : Property Owner dies XXXX : Trustees send death certificate to PHH. XXXX : PHH sends a default demand letter requiring the trustees for the property to submit the information required by PHH. XXXX : Trustees respond in writing sent by certified mail and include all contact information for our realtor who is under contract via a listing agreement as of XXXX. XXXX @ XXXXXXXX XXXX : PHH receives letter sent on XXXX XXXX : PHH sends letter extending foreclosure date to XXXX and claims that PHH still does not have authorization to communicate with our realtor. Letter sent from offices in Florida references all the correct account information for the loan. XXXX : PHH mails a statement ending XXXX XXXX for the account XXXX : Trustees receive a written statement ending XXXX. XXXX : Trustees receive the PHH letter dated XXXX and write a letter that is sent by email on that day which authorizes XXXX XXXX to act on our behalf and directs PHH to communicate with her directly. PHH fails to acknowledge receipt of the email. XXXX : Trustees re-send the letter dated XXXX to PHH via express mail with delivery confirmation. XXXX : PHH mails a letter to the trustees from a New Jersey office claiming that they are unable to locate the account with the information provided. What locate means is unclear. Why the New Jersey office does not communicate with the Florida office is unclear. Why PHH is still communicating with the trustees when PHH has been notified twice already to communicate directly with our realtor is unclear. XXXX : Trustees receive the XXXX letter and file CFPB complaint
Company Response:
State: CA
Zip: 92104
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-02
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In Accordance with the fair reporting act, this creditor Has violated my Rights under 15 u.s.c 1681 section 602, states I have the right to privacy 15 usc 1681 604 A section 2. states a consumer reporting agency can not furnish a account without my written instructions15 usc 1666b states A creditor may not treat a payment on a credit card account, under A open end consumer credit plan as late under any purpose
Company Response:
State: CA
Zip: 923XX
Submitted Via: Web
Date Sent: 2023-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A