Date Received: 2022-12-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act XXXX account XXXX Phh mortgage, account XXXXXXXX XXXX XXXX, has violated my rights. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without written instructions. 15USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for purpose.
Company Response:
State: DE
Zip: 19702
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage is subpar when it comes to making payments on a mortgage. The back office people take forever to pull up account after being on gold for XXXX minutes. When I thought I was enrolled in a XX/XX/XXXXprogram they tell me I'm not and need to make a payment. I make said payment and then have funds drawn out. So XXXX payments have been made and now my bank account that pays semi-monthly is overdrawn getting fees- all because of this sub-par communication from sub-par company.
Company Response:
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am filing this complaint again but as a new complaint. This complaint or concerns have been filed numerous amount of times throughout the last XXXX years. This complaint or shall I say the first few complaints were filed by my Mother and then by the both of us for years. But we never got a response or was provided a resolution. This complaint stems from a reverse mortgage provided by XXXX XXXX XXXX and later serviced by XXXX ( Reverse Mortgage Solutions ) located in Texas, but contract signed in XXXX XXXX Florida. Although, on medication she was constantly pressured into signing because it would help to pay her XXXX years of delinquent property taxes, her federal student loan that was late, and some medical bills while she continued to tell them she did not need so much money. This was a contract that was coerced, tricked, pressured into signing and as a result it was a scheme it appears or just plain fraud. There was funds promised if this loan/mortgage was signed and the funds were never provided as promised on the day it was contracted or signed. Although, the borrower ( XXXX ) did not understand without the brochures provided, being shown tv advertisements and believing what was told on that day of signing the mortgage or loan. It was told that the funds would be mailed or deposited into the provided account in a few days but this never happened. That is when borrower began to call repeatedly, borrower ( we ) began to send letters throughout the years asking them to correct the errors or literally just send the money or cancel or void the entire loan. She continued asking for the funds to be provided and it never happened. Every time this was ask sometimes a response would come in the form of providing a HUD XXXX XXXX XXXX, but never a copy of check cashed, to whom, where and when would ever be provided. Later, after retaining a lawyer this error request for correction and the whereabout of the funds were requested in XXXX and discovered that these funds were paid to a company XXXX American Home ) that the borrower never owed, nor ever had a business relationship with ever. Therefore, the borrower did not owe anyone in the amount of {$110000.00} in which the lender said they paid on behalf of the borrower, But again, the borrower signed to get funds paid to her as promised, while forced and pressured to sign to get these funds she was never told about owing any one until years later after desperately trying to locate the funds promised to her. Once she realized this was fraud she continued sending letters to XXXX, XXXX XXXX XXXX, and many other agencies trying to get this fraud corrected, this also included a XXXX XXXX. We also asked her then lawyers to find out about the loan or so called mortgage with American Home, at that time this company said, " they had never heard of the borrower, and she had no loan with them ''. So again the question proposed to XXXX XXXX XXXX and XXXX continued to be, where was the money and why was this loan not cancelled or voided? We have been asking for years for the proof of the owed amount, contract with when and who have been paying for this loan ( American Home ) before taking out a XXXX Mortgage. Now we began earlier this year asking the new servicer PHH to provide the same thing, and again they are providing the same thing the payment plan and the HUD XXXX XXXX XXXX, But never what is requested because this loan was and is a fraud from its inception. Since there is a balance it was asked repeatedly and to date it has never been provided. Unfortunately, my XXXX 's presence and my promise to never stop until this correction is made, I am not receiving the same that as been asked by both my XXXX and myself, proof of the so called owed amount to American Home. I have since been asking for assistance in this process and error correction. Now I was promised this would be provided and it has not been yet. Also, since this request has been made since XXXX of this year with PHH, and have not received this proof yet. But while awaiting this proof I am in the process of also asking for the disability-death benefit taken out at the time contract was signed, it was paid for at that time. It has never been paid once requested in XXXX, again XXXX and now in XXXX. This benefit policy as not been honored as the contract or reverse mortgage as not been funded. Also, how this reverse mortgage proceeded when a counseling session never took place and so many violations occurred. The policy was never followed while the funds were stolen and never paid to the borrower, an elderly person defrauded once again. This title should have been cleared or mortgage voided long time ago, someone should be able to show where this money went. It seems " XXXX XXXX Dreams '' was real and we were victims. Now I am in the process of qualifying for a loan-mortgage that was never paid or funded in the beginning. Because of XXXX XXXX and XXXX XXXX delays causing financial delays of financing and asking and receiving the proof of the payout to this fake company XXXX American Home ) and to whom was paid because there was no loan-lien owed XXXX the borrower and by the way to which property or to whom property was this lien-loan attached to, because it was not this property. I recently asked for another extension allowing for the benefit of {$300000.00} taken and paid at the closing of this loan-reverse mortgage to be provided, and to extend an additional XXXX months so that I could be provided what we have been asking for years ( XXXX of where the funds were paid to and why? ) and allow for additional assistance due to financial loss as a result of XXXX XXXX and XXXX XXXX. Recently asked and never received an answer after XXXX letters mailed and requested beginning XX/XX/XXXX. The only response I received last week was about some marketing opportunity to sale the property is not what I want, to sale. Yet, they are trying to allow an attorney who as ethically insinuated himself regarding this property. Yet, they have not provided proof of where those funds were paid and to whom if anyone, because it was not the borrower. My Mother worked hard for years to purchase our family home, but that was not so someone to steal hard earnings earned and dream as a home owner ( equity ). That is why with a line of credit was never taken out, because the funds was never given in the beginning. This is another elderly that was taken advantaged of for their personal gain, a victim of abuse in this transaction. Where was her restitution or correction of this scheme to defraud, apparently the XXXX XXXX XXXX showed the wrong information regarding this American Home , that was wrong and did not apply to the borrower or was a fraud. Did they really pay off a mortgage-loan on behalf of the borrower? Were everything followed within the policy. I am trying to receive an extension to receive all mentioned above issues, and to obtained funding to absolve the balance. PHH promised to grant an additional extension while promising to provide the documents I am requesting, now they have not provided me the extension only to provide marketing information. I am not selling when there are benefit policy amount over $ XXXX and I am also again going through a finance company. I am looking forward through investigation receiving a documented signed contract copy with American Home with the borrower on a property which I know is not this one because this contract is not in existence because the borrower never entered into such a contract. All of this is and was to defraud the elderly borrower. I am going to gain the financing through alternate means, but why and yet it is required to secure. The dates of dispute began weeks and months after the promise of funding and never receiving the funds. In the beginning not knowing that {$110000.00} was paid to American Home for years. A fake company we knew nothing about. If other documents are needed please request. Although, uploaded a couple anyways. The uploaded documents may show personal information
Company Response:
State: FL
Zip: 33056
Submitted Via: Web
Date Sent: 2022-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was modified by Ocwen in XXXX ( attached ). Ocwen has since transferred the servicing to PHH. Neither Ocwen or PHH have recorded my name to the owner 's deed or title. This has caused issues with future financing or listing the property for sale. Per RESPA and CA Codes ( gov:27320-27337 ), PHH is required to record me as owner pf the property, per the listing on the deed and title. Both Ocwen and PHH have refused to acknowledge requests for this recording to take place. PHH also lists my payment 30 days late in XX/XX/XXXX. My payment was not 30 days late and PHH has refused to correct the error. Per the FCRA, proper credit reporting is required. Section 623 ( a ) ( 1 ) ( B ). If a consumer notifies a furnisher that the consumer disputes the completeness or accuracy of any information reported by the furnisher, the furnisher may not subsequently report that information to a CRA without providing notice of the dispute.
Company Response:
State: CA
Zip: 92626
Submitted Via: Web
Date Sent: 2022-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We contacted the mortgage company to notify them of the homeowners death. The home owner had a mortgage life policy added back in 2001 when she got the mortgage. The company does not want to acknowledge the policy. The mortgage life insurance company no longer goes by the name on our form. The mortgage company is denying any assistance or acknowledgement despite sending them copies of the form. We were never notified of any change in policy. We were robbed of an opportunity to properly protect assets. We trusted the mortgage company to do what was contracted. They are not honoring the original agreement.
Company Response:
State: NJ
Zip: 081XX
Submitted Via: Web
Date Sent: 2022-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am formally complaining against PHH Mortgage Corporation of XXXX XXXX XXXX, NJ. PHH is my loan servicer, and I have received horrible customer service from their Relationship Management team and their XXXX XXXX Department. I've attached XXXX separate transcriptions of the emails I've sent back and forth with PHH, where I am trying to speak with someone knowledgeable -- not standard customer service representatives in a remote call center who can't answer more nuanced questions -- about PMI removal and the Appraisal I have requested. I began this process in early to XXXX, and it is now early to XXXX, and I have not spoken with my account manager. Today, I had an appointment window from XXXX - XXXX XXXX for the relationship XXXX to call me -- which was confirmed multiple times via email, as you'll see. The relationship XXXX did not call me, I have not been contacted by phone today. My alternative dates to set an appointment were also, apparently, unavailable. I have XXXX, maybe XXXX fair and straightforward questions that I would like to ask of a " person in the know '' at PHH regarding the most expensive financial obligation to my name -- my home mortgage. As of today at XXXX, I have still not been able to ask these questions and receive fair, knowledge-backed answers. I have asked repeatedly for PHH to elevate my case in hopes that I would finally be put in contact with someone who has authority in the mortgage servicing realm. To-date, this has simply not happened, and I've been given the run around. Mortgage servicing does not allow for consumers to make choices and changes with their financial matters and who handles them. My mortgage was sold ( no less than XXXX times ) by my mortgage originator, therefore I had no say, no choice in who now services the most expensive thing I own. If I received this abhorrent customer from service my bank or my financial planner or a consumer goods provider, I would have already walked away. I simply can't do anything about this situation except to file this complaint and hope that it breaks through to someone who I can be in contact with to answer my reasonable questions. The federal government, and maybe even the leadership at PHH, should be aware of just how unprofessional their customer service smoke-in-mirrors act is. The attached email chains contain further details to illustrate the communications and unacceptable service I've received from my servicer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21222
Submitted Via: Web
Date Sent: 2022-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: They first contacted me by mail. Then the phone calls started coming in. I told them I didnt know what this debt was for & they told me I owed XXXX and had to pay. I told them I didnt have that money & the person I spoke to told me I had to make a payment. I started crying and they told me If I didnt want my credit to be hurt that I had to pay. I kept repeating myself and eventually told them to stop calling me but they kept calling. I blocked the number from my phone and they contacted me again through a different number. Ive reached out to Century 21 multiple times through phone and emails and have not received a response either.
Company Response:
State: VA
Zip: 22306
Submitted Via: Web
Date Sent: 2022-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband XXXX XXXX had a reverse mortgage on XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXXXXXX with PHH XXXX XXXX # XXXX He passed away. I have bee eligible for an XXXX to stay in the home as a non borrowing spouse. This mortgage has been in forclosure status for the duration of this year, although there is a default of XXXX The forclosure was for the death of only borrower. Now I sent a check in XXXX for {$5300.00} To cover the default to put the balance at XXXX, as My XXXX letter stated I needed to do to qualify. PHH returned my check of {$5300.00}, stating that ( Payment not accepted as there is no repayment plan on file ). So now As the forclosure moves to the end date. XXXX XXXX is held up, due to the default balance for Taxes and so on. And PHH will not accept my payment. I have the check and letter available. And PHH also has a copy of it, they dont deny returning the check, but it is an attempt to make me unable to qualify for the moe XXXX This is unfair practice, and i am in a catch XXXX that phh has put me in purposely. I only have till XX/XX/2022 to pay the balance to get my moe. What do i do, as I already sent the payment and its documented that they just didnt accept it. To make things even more complicated. The home had massive fire damage about the same time my husband died, so we recieved a XXXX insurance claim check, and had to send it into phh. this was a year ago, they do not want me to repair the home, as i chose to do, so i can sell it afterwards. I gave them all paperwork needed, yet they chose to forclose. Pleae help me, i know that what they are doing to me is not legal or atleast against some codes of ethics. Please call me at XXXX
Company Response:
State: AK
Zip: 99654
Submitted Via: Web
Date Sent: 2022-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, I applied to PHH mortgage for removal of PMI from my monthly mortgage payment. On XX/XX/XXXX I paid {$150.00} for the required appraisal to support PMI removal. Shortly thereafter, the appraiser came to my house, took pictures/notes, and submitted that material to PHH. In the subsequent months, I have called and emailed multiple times to various departments within PHH to inquire about the progress of the review of my PMI removal application. Multiple times, I've been told by escalation managers that they would call me back tomorrow or the week after. I rarely receive these calls back and have to call and explain the situation to yet another escalation manager. I'm told that I can not directly call the department responsible for removal of PMI. They have sent me 1 letter and 1 email saying they would get back to me within 30 days, which they have never done. I purchase my home for $ XXXX in XX/XX/XXXX. My loan amount was $ XXXX. As of XX/XX/XXXX, when I requested PMI removal, the appraised value of my home was well over $ XXXX, easily meeting the required loan to value threshold for PMI removal.
Company Response:
State: CO
Zip: 80233
Submitted Via: Web
Date Sent: 2022-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been asking for a loan, reinstatement amount and payoff letter since XX/XX/2022. Mortgage company has refused to send me information.
Company Response:
State: PA
Zip: 19121
Submitted Via: Web
Date Sent: 2022-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A