Date Received: 2022-12-01
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. It is now almost 3 months later and PHH mortgage services who took over has not taken any action on my request. I have called several times and spoken with the escalation team who told me to just wait. At this point this is costed me {$1000.00} for their delay. No one at PHH can give me a timeline of events or expected completion time. I do not feel confident in their abilities or that they are even processing my request.
Company Response:
State: NY
Zip: 11787
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX was incorrectly charged XXXX in property taxes XX/XX/XXXX problem was resolved with the county and a refund of XXXX was issued to my mortgage company They have refused to acknowledge the refund and adjusted my payment to reflect the higher tax amount which raised it XXXX. I emailed the corrected bill in XX/XX/XXXX. I contacted them by phone a number of times in XX/XX/XXXX and XX/XX/XXXX. I faxed correct figures from the county website XX/XX/XXXX to XXXX at PHH. I received my 2022 tax notice XXXX weeks ago and PHH website still does not reflect the correct tax amount.
Company Response:
State: SC
Zip: 29212
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have been improperly billed {$7900.00} by PHH, our reverse mortgage company, on XX/XX/XXXX for XXXX XXXX issued on XX/XX/XXXX for apparently not having insurance coverage.. We have maintained Wind and Property Insurance consistently since we took out our reverse mortgage. Additionally, PHH has been listed as the mortgage holder on all our accounts. If at any time there was a question about our coverage, PHH could have called our insurance providers and get the correct information at any time. What appears to be at issue is our policy with XXXX XXXX and whether we were covered from XX/XX/XXXX to XX/XX/XXXX. We have documents that show we had paid XXXX {$1.00}, XXXX on XX/XX/XXXX for coverage trough XX/XX/XXXX. After we got the notification that XXXX was in receivership, we immediately got a policy with XXXX XXXX with coverage from XX/XX/XXXX through XX/XX/XXXX. We have spoken several times to PHH customer service and after XXXX weeks we learned that because PHH mistakenly thought we werent covered from XX/XX/XXXX through XX/XX/XXXX, a Wind Policy was taken out on XX/XX/XXXX for {$7900.00}. We never have been given a copy of that insurance. Oddly enough, the insurance was taken out AFTER the XX/XX/XXXX deadline. Our XXXX Monthly Statement from PHH indicates that {$3600.00} was placed in our account to Reduce Loan Balance rather than in our equity balance. They dciid not repay the additional {$4200.00} that was taken from our equity balance. We sent a certified letter to PHH on XX/XX/XXXX with all of the documentation and a request for a full refund of the {$7900.00} they have taken. This is a blatant disregard for our financial welfare. It is this type of capricious handling of a clients resources that gives reverse mortgage companies such a bad name. We have heard noting from PHH on this matter.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2022 : XXXX. I logged into my PHH Mortgage account and found that I was somehow behind on payments. I had never received a late payment notice via XXXX or email -- not in spam, nothing. It turns out that I had paid my escrow incorrectly, so all of my payments ( that I was making automatically every month ) were being marked as 'unpaid " since I had an escrow shortage. XXXX. I called PHH, and they informed me that since I am signed up for paperless billing, I DON'T get email notifications or an e-bill of any kind!!! How is that a paperless bill?? I am supposed to log into my account to see my bills, or to see if there is a late payment. Never in my life have I worked with a company that provides ZERO notification of bills, late payments, etc. XXXX. The customer service rep and I both tried to get their online payment system to work, and could not. She said it was because of XXXX XXXX XXXX ( can't even schedule a payment online, but I can talk to a rep on a holiday?? ) and to try on Monday. XX/XX/2022 : I logged into PHH and still, the payment system wouldn't let me make an escrow shortage payment on its own -- it had to be in addition to TWO regular payments ( not one -- if you choose one, it doesn't let you pay an escrow shortage ), so I went ahead and did that, totaling {$5300.00} for XXXX mortgage payments plus the escrow shortage. XX/XX/2022 ( I think ) : XXXX. I logged in again, and it showed I have an upcoming bill for XXXX, even though I had made XXXX payments ( NOT to principle ). XXXX. My husband called them and tried to sort it out. They said it would be fixed in the system within 5 days, and that we'd just owe {$200.00} in XXXX, and then from XXXX on we'd make regular payments of {$2300.00}. XXXX. We switched to XXXX billing, to make sure we don't miss correspondence in the future. XX/XX/2022 : I logged into my PHH account and it STILL shows that we have a XXXX payment due, even though we've paid over $ XXXX this month! I would like the govt. to hold PHH accountable for : XXXX. Not contacting people ( at all! ) when they are signed up for e-billing -- not when they have a payment due, when a payment is late, or when late fees are applied. They expect you to sign into their system -- NO other lender or vendor has ever done this to us. We have a high credit score and pay our bills on time -- and have had mortgages on XXXX other homes in the past with XXXX XXXX, XXXX, etc.. This is either egregiously lazy on PHH XXXX part, or intentionally negligent in order to collect late fees. XXXX. Either lying about how their online payment system works, or just not having any idea. Twice we have been told it wasn't working or reflecting the correct numbers, but it would be 'fixed ' within a few days. Nothing was fixed.
Company Response:
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX : My XXXX were never paid in XXXX by PHH Mortgage. I had to pay the attached tax bill out of pocket and need a reimbursement check for the amount of {$7000.00}. I was told by XXXX that PHH Mortgage was responsible for paying my XXXX taxes in XXXX because PHH purchased my mortgage in XXXX of XXXX and that the escrow account was purchased with this. I paid my mortgage and tax payments every month on time. I received a letter from XXXX XXXX stating that my taxes were never paid. They stated that all that they needed was a bounced check OR a wire number transfer to show proof of payment. I reached out to PHH Mortgage to see why the taxes were never paid and they told me that my XXXX taxes were paid to the INCORRECT parcel number. I have been working with the escalations team for the past 8 months to get this resolved with no progress made. The last email stated that they would no longer be addressing this issue. I have contacted them over 20 times to solve this over the past 8 months with no resolution and do not know how to get this money back. I had to pay my taxes myself so now I have paid double the amount I should have paid.
Company Response:
State: OH
Zip: 432XX
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Initially, PHH was sending foreclosures notices to me indicating they were unable to certify occupancy, although 5 completed certifications were sent to them over a four month time span. It was not until I contacted CFPB that the harassment stopped for only a few weeks. Now, I have been called on numerous separate occasions from a PHH representative, stating that I need to send PHH {$4500.00} for property taxes owed on my home. The PHH rep. stated that PHH paid this amount directly to the XXXX of XXXX XXXX on my behalf. Upon contacting the XXXX XXXX XXXX XXXX, I was informed that no company has made any inquires or paid any property taxes on my home, BUT, there are no taxes owed on my property. As of XX/XX/XXXX, I am in receipt of a first " FINAL '' notice stating that PHH will commence foreclosure proceedings on my home unless I " cure the default to reinstate your loan and you must pay delinquent charges of {$4500.00} within 30 days. '' Attached are copies of my real estate tax records with the XXXX of XXXX XXXX, showing there are no property taxes due until XX/XX/XXXX. All property taxes have been paid from XXXX XXXX. PHH can verify this information with the XXXX of XXXX XXXX. Please stop with all the harassment. PHH is trying by any means possible to foreclose on my home without any legal or legitimate reason.
Company Response:
State: VA
Zip: 23455
Submitted Via: Web
Date Sent: 2022-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint addresses the non payment of homeowners insurance and taxes to the County , XXXXXXXX and XXXX XXXX for my property. The property includes three parcels, XXXX XXXX, XXXX XXXX and XXXX XXXX. My monthly mortgage payments include a sizable escrow for payment of taxes and insurance by the mortgage company. My mortgage was previously serviced by XXXX XXXX XXXX, and was sold to PHH Mortgage who took over in XXXX XXXX XXXX On XXXX XXXX, I received a letter from XXXX XXXX XXXX stating that the XXXX XXXX taxes for parcels XXXX XXXX and XXXX XXXX were past due. I contacted the XXXX and mailed a check the same day in the amount of {$0.00}. I then called the XXXX XXXX XXXX XXXX XXXX XXXX XXXX and was informed that the XXXX School District taxes had not been paid for XXXX XXXX and XXXX XXXX and were past due. I remitted the sum due by mail to XXXX XXXX XXXX. On XXXX XXXX XXXX my property was posted by the XXXX XXXX XXXX XXXX XXXX with a notice stating that the XXXX County taxes had not been paid for parcel XXXX XXXX and that my property was subject to sale to recoup the amount owed. I contacted XXXX XXXX XXXX regarding the non payment as they were servicing the mortgage at that time. XXXX XXXX XXXX ststed that they could not help me as they no longer serviced the account and that I should speak to my current mortgage provider. I spoke with PHH on XX/XX/XXXX and explained the situation and stated that I would be paying the XXXX County back taxes, in person, for the property on XX/XX/XXXX to avoid a XXXX being placed on the property and subsequent Sheriff 's Sale. The PHH representative stated that once the tax bill was paid, I would be required to show proof of payment which included the parcel number for the property, and I would be issued a refund. I then contacted the XXXX XXXX XXXX XXXX XXXX to confirm the proper procedure for the payment of the XXXX overdue taxes. When I spoke with the XXXX XXXX XXXX XXXX XXXX, they looked up the parcel numbers for my property and informed me that the XXXX XXXX XXXX and XXXX XXXX taxes for XXXX for the additional two parcels, XXXX XXXX and XXXX XXXX had not been paid. The XXXX XXXX XXXX also said that the XXXX County tax had not been paid on parcels XXXX XXXX and XXXX XXXX I traveled to the XXXX XXXX XXXX XXXX XXXX and XXXX XXXX Treasurer on XX/XX/XXXX and paid the following ; - XXXX XXXX XXXX XXXX for Parcel # XXXX XXXX in the amount of {$1200.00}. - XXXX XXXX XXXX, School District and XXXX XXXX for XXXX # XXXX XXXX in the amount of {$160.00}. - XXXX XXXX XXXX, XXXX XXXX and XXXX XXXX for XXXX # XXXX XXXX in the amount of {$170.00}. - XXXX XXXX XXXX XXXX for XXXX # XXXX XXXX in the amount of {$0.00}. - XXXX XXXX XXXX XXXX for XXXX # XXXX XXXX in the amount of {$0.00}. Rec To date, I have paid {$1500.00} in taxes for XXXX and XXXX On XXXX XXXX XXXX I sent PHH ( to the attention of the tax dept ) a lenghty and detailed email attaching all of the receipts for the taxes which I had paid. I requested that PHH acknowledge receipt of the email and provide me with the contact name and information for the individual who would be handling the matter. I received no response from PHH and contacted them again on XX/XX/XXXX. I was eventually transferred to the escalation department. The individual provided his direct contact number and stated that he would look ino the matter and would provide me with an update in three ( 3 ) business days. I reciveived no update from PHH and again called on XX/XX/XXXX and left a voicemail asking for an update. I called again on XX/XX/XXXX and left another voicemail to which there was no response. I called again on XXXX XXXX XXXX and left a voicemail which there was no response to. In the afternoon on XX/XX/XXXX I tried to reach another individual to try to resolve the matter. I spoke to a different individual and explained the history and requested an update. This individual said he would beed to research the matter. I explained at that point, the tax department had had my email with the information they requested for 11 business days and no one had contacted me. The PHH representative assured me that I would receive an update by the end of the day. I received no updates from PHH on either XXXX or XXXX of XXXX I called PHH again on the afternoon of XX/XX/XXXX and after being on hold for 28 minutes, the call cut off. I additionally paid {$3200.00} on XXXX XXXX XXXX. I received correspondence from my insurance company on XX/XX/XXXX stating that my premium was past due and was going to lapse, as my homeowners policy had not been paid by PHH. I contacted my insurance company on XX/XX/XXXX and paid {$3200.00}. I contacted PHH and they stated they were not on the declarations page of the insurance policy and were unaware of the bill, but that I would be reimbursed. To date, I am waiting for reimbursement from my insurance company as the insurance company did finally receive payment eventually from PHH. Both XXXX XXXX XXXX Mortgage and PHH Mortgage have been derelict in their duties towards me as a consumer. Trying to resolve this matter with PHH has been extremely stressful and time consuming as well as draining to my finances.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2022-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently contacted my mortgage company PHH Mortgage to request to have escrows removed. In the past few months there was an appraisal done to re-demine value to remove PMI from the account which was completed as the XXXX is now below the requirement of 80 %, this is also the requirement to remove escrows. I contacted PHH with the request, and it was denied, saying my XXXX was above 80 %. I reminded that the PMI review that was done post evaluation put my value below the 80 % threshold and if PMI could be removed using this new value why would they not remove the escrow account requirement. They advised escrows are based off the " original '' appraisal value at purchase, and not any future appraisal value. I feel this is a discrepancy and incorrect as PMI is no longer required because of the calculation which is the same for escrow. Please advise why they can use different calculations for PMI vs. escrows on an account. Thank you.
Company Response:
State: PA
Zip: 19606
Submitted Via: Web
Date Sent: 2022-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH has responded to COMPLAINT XXXX with the attached document dated XX/XX/2022. PHH is requesting a {$300.00} payment for escrow shortage.
Company Response:
State: NJ
Zip: 08701
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In response to a Complaint I sent to the CFPB, XXXX Bank and Ocwen were forced to admit that XXXX Bank never owned our mortgage and Note, in a XXXX page letter I have. On XX/XX/2012, XXXX Bank committed fraud by filing a foreclosure action on our home, although they knew they never owned our mortgage and Note. The bank has kept us in court for 10 years. We will be seeking an appropriate amount of damages. That 10 year toll on our family was emotionally and financially huge.
Company Response:
State: NY
Zip: 127XX
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A