Date Received: 2022-12-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have attached documentation of the major correspondence with PHH but in Short : I was offered a modification with PHH on XX/XX/2022 which was due on XX/XX/2022, however, when myself and my Housing Counselor reviewed the numbers on the modification with PHH they simply did not add up. We contacted PHH numerous times to try to get an explanation of the numbers but each time we were just given the " Company Line '' with no real explanation. Finally, we asked to talk with a supervisor, and we did talk with XXXX ID # XXXX and she agreed with us and said she would escalate it for us. We also talked with another supervisor XXXX, ID # XXXX and he also agreed and was trying to get an explanation of the numbers as well. We made it clear that we would not sign any documents without a full explanation of the numbers and how they came to them. We were told on multiple occasions that the deadline would be extended and that a " new agreement '' would be sent to me. In the meantime, the deadline for accepting the modification had passed and I never did receive the " new modification agreement '', which we have been fighting with PHH for three ( 3 ) months to get this resolved. I told them that by now the document was stale and that I would need a new agreement to sign, once I received the proper documentation of how they came up with their numbers, especially the balloon payment. Then, on XX/XX/2022 my Housing Counselor received a letter from PHH ( see attached letter ), which I never received and should have been sent to me first, giving a partial explanation of the numbers but not everything that we had been asking for. Also, the letter stated that I was denied, and the offer withdrawn because I did not sign the document in time. It is on record ( on PHH 's recorded conversations ) that they would extend the deadline for acceptance to give time for PHH to come back with the explanation of the numbers and for us to review them, none of which PHH ever did. Now, per their latest letter, they stand by their original decision and our appeal has been denied. Now, my only options are a Short Sale or a Deed-in-Lieu. PHH has had a long history of playing games with homeowners, acting in bad faith, and doing things that are clearly not acceptable and I do believe that in my case they are doing exactly those things. Also, we have had several scheduled phone calls with PHH where they never show up for the call, which is just a waste of time for me and my Housing Counselor. Which just shows their lack of concern for the customer. We have acted in " XXXX XXXX '' with PHH and have provided everything that they have asked for in a timely manner, except for the signing of the modification agreement, which has already been explained. I am more than willing to pay my mortgage, but I simply need some assistance from PHH to do that. I also successfully completed my four ( 4 ) Trial Payments prior to this. I have requested repeatedly from PHH and their attorney 's that I be provided a copy of the mortgage note on file at XXXX XXXX XXXXXXXX who is the mortgagor on file per your website but they have failed to do that. My Housing XXXX is : XXXX XXXX XXXX XXXX XXXX Department of Housing and Human Services XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: TO WHOM IT MAY CONCERN, it all started when they mailed my final loan modification documents to the wrong address. I completed my trial and continued to make payments because that's what i was told to do by an agent from XXXX. They returned my last payment and told me because that i was denied because they never received the final documents. I told them i never received them they told me sorry we cant help you i begged them to allow me to keep my current trial and for them to resend the documents they refused. At that time i was up to date with my payments. I kept reaching out to try to negotiate months have gone by with no response from them at the end of XXXX I received a call saying that i had until XX/XX/XXXX to give them {$19000.00} to reinstate my loan modification. They gave me 3 days to come up with all money when months before they turned me down day after day month after month. Then they reached out saying we can give you a couple more days which at that point another month was added they asked me for {$23000.00} Then they reached out to me when i told them that was impossible they told me sorry that's all we can do. If they had good faith they should of postponed my sale date and its active for XX/XX/2022. They just want me to loose my home they have been playing with us all this time taking advantage of us. I was on time to solve this back in XX/XX/2022 but instead they dragged me up to XX/XX/2022. I did advised them that i was willing to start fresh they are ignoring us at this point I keep asking for an update on my auction and no one has even gotten back to me. All they want is to take my house.
Company Response:
State: CA
Zip: 90015
Submitted Via: Web
Date Sent: 2023-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: False statements or representation
Subissue: Indicated you were committing crime by not paying debt
Consumer Complaint: Unknown parties claiming to own my note and deed of trust have unlawfully filed another notice of default on my parents property. they are XXXX and XXXX and XXXX. We have sent them the attached subpoena and nobody replies. They are asking my parents to contact XXXX XXXX XXXX at XXXX XXXX XXXX, XXXX XXXX, California XXXX on tel : XXXX ( XXXX ) XXXX and we don't know why? We believe they are simply trying to steal our home of 20 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91505
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Our home suffered water damage on XX/XX/2022, so we filed a claim with our insurance company, which paid out XXXX. Since we had a reverse mortgage with XXXX Mortgage, ( shortly after it was sold to PHH Mortgage ), the checks were required by law to be sent to PHH Mortgage, the lien holder. As work would get completed and inspected, PHH would dole out small amounts to us to pay the contractor. Trying to get paid would require phone calls constantly and weeks would go by without any payment. We spent hours trying to get paid out which should have been a clear cut process. On XXXX XXXX, 2022, the final work was completed by the contractor and inspected by the County. PHH would not send anyone out for their final inspection until XX/XX/XXXX. After PHH deemed all work was completed and passed their inspection the final disbursement check should have been sent out. It is now XX/XX/2022, and we still have not received the rest of our money, {$36000.00}. After countless phone calls, all we receive are stall tactics. ( Such as " We've been told they are just waiting on billing to send out the check, they can't help us because they are going through a computer migration '', ( it was a 2-week migration ) and upon finishing it up most of our documents were lost. ) Their response to my complaint with the XXXX was they sent us a check for {$22000.00} and that they have resolved the situation with the customer. I am attaching canceled checks of the funds PHH Mortgage has been holding and the ledger from our contractor. You will find two checks that are for {$6400.00} and {$66000.00} which total {$72000.00}. This is the amount XXXX XXXX XXXX paid us to rebuild back from the water damage claim. This is the amount that the construction company is due for their work. PHH Mortgage release funds twice after their inspections. XX/XX/2022, check # XXXX for {$22000.00} and XX/XX/2022, check # XXXX for {$14000.00}, leaving a balance of {$36000.00}. The final disbursement of {$36000.00} was to be paid out after they completed the final inspection, which they did Thursday, XX/XX/2022. The inspector they used was XXXX XXXX, XXXXXXXX XXXX XXXXXXXX XXXX, XXXX. As weeks passed and we never received the final check we continually called. They never seemed to have an answer. Then they told us they were going through a computer migration over the weekend and would get back to us in a few days. The migration turned into XXXX weeks of PHH Mortgage not giving us any information about our account nor could we access the portal. On XX/XX/2022, I was able to access the portal and pull up my account. According to my account, they were missing documents that would prevent them from processing the check. But after working with several people at PHH it was concluded that during their migration they failed to correctly move over the documents and that they would waive this step and proceed with the check processing. Again, this never happened. We are approaching 3 months now of their delay tactics and stonewalling to send us out our money. My contractor is demanding payment. PHH Mortgage 's response is always the same, " We are looking into it. '' In all my 90 years I have never dealt with a company that seems so underhanded and disorganized. We have recently received a form letter advising us that they are looking into it, but nothing more than that. We do not want a response in 60 days, we've already given them 90 days. Any urgent help you can give us will be greatly appreciated.
Company Response:
State: CA
Zip: 94536
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Was having trouble with making mortgage payments. Last payment was made XX/XX/2022. Was asking for assistance and my mortgage company was trying to get me to refinance. Finally someone advised me of the XXXX that the states were providing and I got approved for the state of Florida. The approval was for past due amounts from XXXX to XXXX. The total amount was {$6100.00}. I sent PHH Mortgage the proof of approval and still as of XX/XX/2022 have not applied the approved amount. I have tirelessly attempted to try and make sense with someone since this whole process has started and they keep asking for the proof or copy of check and check routing or account number. They state of Florida wont give me that, and when I finally spoke to a XXXX at XXXX, they explained that they sent a large lump check because with the amount of homeowners who mortgage with PHH MORTGAGE/XXXX XXXX was over XXXX XXXX dollars. Now I received a foreclosure letter when I told PHH mortgage I have the remaining balance amount ready to pay once the XXXX payment has been applied.
Company Response:
State: FL
Zip: 33023
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan company was switched without my consent. PHH mortgage assumed the loan. The first problem is the consumer has no say in who services the loan. THIS IS MY MORTGAGE. I should be able to choose the store front that services this loan. I shouldn't be dragged around to every shitbag mortgage company that wants to make my life XXXX. This is XXXX of those XXXX operations. XXXX was bad enough. I shouldn't have to relinquish my banking relationships with reliable and good banks ( read XXXX, XXXX, XXXX, etc. ) to get a dirtbag who wants to make a buck on when the payment arrives. This is XXXX of the XXXX operations. I have barely received the loan information with this new lowlife outfit, and setting up on their unique XXXX website. I am not new to this game. These outfits live to prey on lower income people so they can tag them with fees. This is what CFPB was set up to push back on. I value your organization. Now it needs to go one step further. Stop forcing the American taxpayer to have their loans usurped by conmen like PHH. This loan was made possible by the Fed, which sets the discount window for banks, who then mark it up and loan the money to the taxpayer, who financed the Fed. The loans are then backed by XXXX and XXXX, financed by the US taxpayer, so a government entity, which have been bundled and then can be sold to any swinging XXXX XXXX ( PHH ) to roll in and buy it up. These outfits then nickel and dime the hapless consumer who has no say. We saw this movie with XXXX back in XXXX. XXXX created them to take 'toxic '' loans. Now XXXX outsources theirs to this XXXX outfit. Now along comes PHH, to make my life XXXX, when I would have stayed with XXXX or someone else. I could care less who actually is behind the storefront ( a la XXXX using XXXX ), but I want to choose my bank instead of being dragged around to then be harassed by some XXXX XXXX outfit. The rub here is I am paying my loan within the generally accepted first XXXX days of the month ( investment home ) when most tenants have to pay their rent. Then this XXXX outfit tags me with a {$30.00} fee out of the gate, for being late. This would never happen at XXXX. So I will be rolling down to XXXX XXXX XXXX 's and XXXX XXXX 's offices to complain about this practice. IN the meantime I want this nickel and dime XXXX rolled up. No more sleazy mortgage companies whose sole purpose is to cashflow their operation on fees that are not good business practice. I never chose PHH and want my say in the process.
Company Response:
State: AZ
Zip: 85016
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Greetings, Hurricanes Zeta and Ida severely damaged my home. To date, approximately {$95000.00} is being held by my mortgage company. Over the last couple of years the mortgage company has used multiple obstacles to create administrative reasons for withholding the funds paid by the insurance underwriter. For example, a small amount of the funds were issued to both me and to my former spouse, but after providing the needed documentation to the insurance underwriter, new checks were issued without my former spouse included. Those checks still had to be endorsed by the mortgage company which refused to release the funds Next, the mortgage company arbitrarily made a requirement that an inspection needed to be performed before any funds would be released. Please note that some of the funds were for ALE - Additional Living Expenses- incurred by me while I was without utilities for XXXX. The inspection was finally performed in XXXX, 2022, and the results came back at 100 % completed. Additionally, I was without a roof on my home, so rain just poured into my home and destroyed the interior and a lot of my personal property. I was forced to sell my business to obtain the funds to replace my roof and survive since the burden was terrible and XXXX basically cut off my earning ability. That work was paid out of the proceeds of the sale of my business. Subsequent to the XXXXXXXX XXXX inspection, which again resulted in 100 % complete, three checks totaling approximately {$96000.00} were sent to me with a congratulatory letter from my mortgage company ( Ocwen or PHH or XXXX XXXX- they use three different names interchangeably ). XXXX days after the fully endorsed checks were inspected for endorsements and deposited by my bank, the XXXX XXXX in conjunction with THE MORTGAGE COMPANY 's bank - XXXX XXXXXXXX XXXX XXXX who sponsors a website for the mortgage company - denied payment to me. That was in XX/XX/2022. XXXX XXXX, this matter has gone on and on without XXXX single XXXX being released to me, however, the mortgage company and insurance underwriter 's Loss Claims website shows XXXX releases of funds to me, the last of them allegedly XXXX to me XX/XX/2022. Unfortunately, those funds were sent to a New Jersey address, not to me. In an effort to condense this horrible fiasco, I have spared you of at least 20 phone conversations wherein the mortgage company promised release of funds was only five days away. The last and final phone conversations were yesterday, Saturday, XX/XX/2022 ; the first of two calls was disconnected by the mortgage comapny after roughly XXXX minutes of hold time, while the immediate second call resulted in the representative informing me that another obstacle had been created- a proof of income requirement needs to be met and they would XXXX the application to me within five days. The conversations are recorded by both myself, as well as, the mortgage company. Won't you please help me? Thank you very much for your kind attention to my complaint. Please contact me with any questions you may have. With best regards, I am... Respectfully, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70131
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Morgage my bank constantly tells me that it is in the contract and that we must follow it since that is what I committed to. For example, since my first check of the month is lower, I use it to pay for things like electricity, car payment, cable, water, etc. The problem is that my mortgage is also due on the first of the month. I asked my bank if I could change my payment to the end of the month instead of the beginning. They said they could not change the contract that I agreed to and thus could not move my payment to later in the month. So, for five years, I paid my mortgage every month ; the only problem was that I paid it late. So, I paid an extra XXXX XXXX a month to cover late fees, but I also took a beating on my credit report because my payments were late. Nevertheless, I paid and lived with it. Now what is happening is the escrow. My agreed payment when I signed this apparent no-wiggle room contract was {$1600.00}. But since they can now change what they want in the contract and just by anticipating. Not even knowing, but anticipating? that the escrow may change, my agreed upon monthly payment of {$1600.00} is now {$1900.00}. We could barely pay the monthly payment we agreed on. They say that my escrow went from {$160.00} to {$480.00} a month. That is wrong in so many ways. It trumps not being able to change my due date because this could cause us to lose our home. Plus, my interest went up even though I have a fixed interest rate on the loan. We love our home and have done everything to keep it but now my bank looks into their crystal ball and anticipates a payment hike and now what I must live with this too. Shouldnt a VA loan protect me from this?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have been trying to get myself put in place as Power of Attorney over my mother, XXXX XXXX XXXX, accounts with PHH morgage, and despite me and my lawyer both sending them the documents and requesting they disclose all of the information on an account my mother has no memory of opening and that we, so far, have found no evidence of being paid out to her, they continue to say that information is missing, things like the documents are missing a page even though the lawyer had checked and they are not. They have also tried to claim that our lawyer has no rights to the information after he sent them documents proving I and my mother have given him temporary POA to act in her best interest reguarding this matter. Furthermore, the have multiple phone numbers online or in our documents that are not working numbers, and one number even tried to get me to input her entire social security number over the phone, which I refuse to do. So we have been unable to speak with anyone regarding this matter either. I will attach the emails from myself and PHH morgage to show that I have been trying to work with them for weeks now. Thank you for any assistance you can give us, XXXX XXXX XXXX
Company Response:
State: VA
Zip: 24551
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We were able to get into a repayment plan with PHH after sending them XXXX in XXXX. We made our first installment payment on XX/XX/XXXX, then the following month XXXX PHH claimed they got payment on the XXXX of XXXX. XXXX, our representative, fixed this, knowing our payment was received between XX/XX/XXXX and XXXX. He was able to get us back on the repayment plan. After asking if we could make payment by phone without getting charged, he said he would waive the fee. He processed our payment by phone in XXXX and XXXX without charging us. Yesterday, talking with XXXX, and he told me our account is no longer on a repayment plan. He assured me he emailed the proper person to get it fixed and that he would call me either that day, XX/XX/XXXX, or today. As of the time of this complaint, I left a message with XXXX to see what is happening so we can make a payment. I feel XXXX has been accepted to work with us and has accommodated us by not charging a fee to pay over the phone ( I still find this ridiculous that they can charge a price to pay the mortgage over the phone ). Mailing payments proves to be an archaic and unreliable method to pay PHH. The first two months, I mailed the check two weeks early from the first of the following month. The bottom line, I feel PHH is not a trustworthy company. However, since returning to a repayment plan, we have made our payments on time. Even more curious is that we never received an official repayment plan agreement, just an email from XXXX saying we are on one. We are stressed enough to make our budget work during the repayment plan, which, right now, we are paying XXXX per month. The regular mortgage payment is XXXX, and to have this added stress is not correct, especially since we have been doing what we should be doing. Bottom line I just feel PHH is not a trust worthy company we have made our payments on time since going back on a repayment plan. What is even more curious we never did receive an official repayment plan agreement just an email from XXXX saying we are on one.
Company Response:
State: ID
Zip: 833XX
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A