Date Received: 2022-11-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law, as required under Section 609 ( a ) ( 1 ) ( A ) Disclosures to consumers [ 15 U.S.C. 1681g ] ( ( a ) Information on file ; sources ; report recipients. XXXX shall, upon request, and subject to 610 ( a ) ( 1 ) [ 1681h ], clearly and accurately disclose to the consumer. If the consumer to whom the file relates requests that the first 5 digits of the social security number ( or similar identification number ) of the consumer not be included in the disclosure and the consumer reporting agency has received appropriate proof of the identity of the requester, the consumer reporting agency shall so truncate such number in such disclosure. & Section 611 ( a ) ( 1 ) ( A ) Procedure in case of disputed accuracy [ 15 U.S.C. 1681i ] ( a ) Reinvestigations of Disputed Information. If the completeness or accuracy of any item of information contained in a my file at XXXX is disputed by the consumer and the consumer notifies the agency directly, or indirectly through a creditor, the Bureaus shall, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the item from my file in accordance with paragraph ( 5 ), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or creditor. PHH MORT SVC XXXX Date Opened : XX/XX/2006 Balance {$470000.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2022-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In an ongoing effort to get PHH Mortgage to remove the PMI from our mortgage ( Loan # XXXX ), in XX/XX/2022 we filed a complaint via the CFPB website against PHH Mortgage ( Original Complaint # XXXX ). PHH Mortgage replied on XX/XX/2022, continuing to deny our request. Their response is attached to this new case. I have also attached a copy of a revised version of our original complaint document, with RED text inserted so that PHH Mortgage will see point by point where they need to review and address matters previously ignored, and/or where we are providing new and additional evidence in support of our position for their review and consideration. This new complaint is being submitted because : PHH Mortgage provided no meaningful response ( if any ) to several arguments/concerns we made in our original complaint. The Deed of Trust document has an error. PHH Mortgage provided a copy of the current Deed of Trust document with its XX/XX/XXXX response, to show that the total acreage of the property financed under this mortgage is correctly accounted for in the recent appraisal report. Upon inspection, I have found that this Deed of Trust document has a significant error with respect to the amount of acreage associated with the XXXX XXXX XXXX parcel, as explained in the attached revised complaint. Also explained in our revised complaint is the fact that the recent appraisal report does indeed neglect to account for the existence of or value of a second parcel of property financed under this mortgage. I am attaching multiple documents as evidence that the current Deed of Trust document is in fact incorrect. A valuable pole barn exists but its value is being ignored. PHH Mortgages response ignores one of our arguments regarding the pole bard on property. In our original complaint, we allege the current appraisal report fails to account for the existence of or the value of a sizeable pole barn on our property, which has significant value. I am attaching multiple documents as evidence that the current Deed of Trust document is in fact incorrect. PHH Mortgage also submitted an important document with hits XX/XX/XXXX response that is fraudulent. We paid for an appraisal as part of this process. PHH Mortgage contracted with a licensed appraiser to evaluate and determine the current market value of our property. In addition to the multiple points of negligence regarding his appraisal report, this appraiser also fraudulently certified in writing that he conducted the appraisal himself, including coming to the property, taking pictures, etc. This did not occur. Other arguments/concerns as noted in attached.
Company Response:
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern, I have tried relentlessly to resolve this issue with PHH Mortgage. My name is XXXX XXXX and my loan number is XXXX. PHH gave me a loan modification after my forbearance then closed it prematurely stating my modification agreement was not returned on time. They closed the modification workstation and they denied it. I mailed the agreement back on XX/XX/2022. I was due back by XX/XX/2022. PHH sent me a letter dated XX/XX/2022 stating I refused to send the modification agreement back on time. I filed a complaint PHH then sent me a letter apologizing stating they had made an error and instructed me to send in the expired agreement along with my XXXX and XXXX payments. I sent in the mod agreement and the XXXX payments certified check from my bank and a signature required upon the envelope being delivered. It was delivered on XX/XX/XXXX a PHH employee signed for it. PHH then told me they got the mod agreement but no checks and I would have to send in a new packet to reapply for a modification. Upon several occasions I contacted them persistent that I mailed it and someone signed therefore they ought to find it. I was then told after weeks of back and forth with them to send in the proof to the research team. I asked my XXXX daughter XXXX XXXX to use her email to send to the research team as I was locked out of my XXXX account. I was then told that they found they checks 2 months later and it was fine it will be applied to my account and the modification will be acceptable they just needed to get some documents from the loss mit team. Suddenly another letter appeared at my home stating my checks were no good and I need to send in a 3rd party authorization for the email that was sent to the research team. I XXXX XXXX has been communicating with the mortgage company myself. Every attempt to resolve this issue PHH dropped the ball keeping me delinquent. I am very sick, exhausted and fed up with PHH. I have lost XXXX lbs because of stress with this situation. They are not competent to even receive an agreement and XXXX checks to apply to the borrower loan without antagonizing and tormenting the borrower for months. I lost my husband during XXXX and I can not afford to lose my home. Can you please once again TRY to ensure PHH does their job correctly without frustrating a borrower as if they just want the house back. Ive have complied with every request from PHH but they are simply tormenting me. A situation that should have been resolved since I mailed my original modification agreement on time should have been resolved. PHH is stating that my investor is saying my loan can not be modified again. I havent had a chance to get use of this modification because first the closed it prematurely, then in my second attempt to resolve they lost my checks for 2 months. This is inhumane the wringer they are putting the borrower through. Thanks in advance for your help it is appreciated. If theres nothing you can do to help I will be forced to get an attorney to help resolve. Both times I followed directions provided by PHH they sabotaged me. Best Regards XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11210
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for mortgage assistance from my state. My mortgage company didn't follow through and the state never heard back. They were willing to help. Instead, the mortgage company put me on another remodification and lowered the monthly payment a little but the state was willing to pay the back payments. I'm still struggling because I'm waiting on social security XXXX. Social security is still working on my claim and may not be resolved until XXXX. I only work 2 days a week due to back problems.
Company Response:
State: MD
Zip: 20735
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have sent XXXX letters to XXXX XXXX servicing requesting them to file for the excess funds available at the XXXX XXXX Tax accessors office. I paid the redemption fee and interest in order to prevent foreclosure. A XXXX claim deed was filed in XXXX XXXX releasing the tax sale purchaser from claim to property. Last letter, XXXX XXXX, 2022 including all documents for them to file claim. Loan number To collect the remainder of the funds, PHH as the secure interest holder must make claim and settle security deed. I spoke with PHH representative of XXXX XXXX, 2022. He stated the PHH attorneys only had to pay the payoff quote. I explained, " Excess funds are subject to priority claim by mortgagee or security interest her. The record owner of the property at the time of a tax sale may claim the overage only if the property is not encumbered by a mortgage or lie, or if there are fund remaining after the mortgagee has satisfied security claim. '' All I am asking after XXXX plus months of attempting resolution is for PHH to make claim and satisfy security deed. There is in excess of {$170000.00} available. Security deed will be satisfied by less than {$56000.00}. Can you please assist? Loan # XXXX XXXX XXXX XXXX XXXX XXXX. GA XXXX XXXX XXXX XXXX, XXXX, XXXX
Company Response:
State: GA
Zip: 30083
Submitted Via: Web
Date Sent: 2022-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been discriminated against and taken advantage of and am being forced to leave my home of 18 years because of my XXXX XXXX XXXX XXXX XXXX My name is XXXX XXXX XXXX and I'm a XXXX XXXX Veteran VA rated XXXX XXXX XXXX XXXX XXXX and in XXXX I spent a lot of time in XXXX XXXX and my finances were damaged so in that same year I filed XXXX XXXX XXXX and was led to believe that a 2nd home loan included was discharged. Never heard anything for 10 years and on XX/XX/XXXX I received a letter from a law firm named XXXX and XXXX saying that my home would be foreclosed and sold on XX/XX/XXXX. I am XXXX XXXX and have some XXXX XXXX so I called my mortgage company PHH/XXXX and informed them of the letter and they said no worries, I was in good standing and my home would not be foreclosed on the XXXX. I called XXXX XXXX XXXX and told them what my mortgage company PHH/XXXX said and also explained to them in great detail my hardships from my combat injuries, my many XXXX XXXX stays and how I damaged my finances from my injuries, how I made extra payments to PHHXXXX to ensure no foreclosure and that PHH said I was in good standing and current and that no foreclosure will happen on XX/XX/XXXX and they said they would have to hear it from PHH. So I talked to my mortgage company PHH again and a different person said the same thing, that I was in good standing and there would be no foreclosure and that it was a scam. I explained that the Lawyers said they needed to hear it from them, a 3rd PHH employee once again said no, it is a scam there will be no foreclosure and that I was safe. I tried calling the lawyers back but was unable to reach them till the XXXX and they told me my house sold 5 minutes ago and there was nothing I could do about it. They told me a company called XXXXXXXX XXXX XXXX foreclosed on my 2nd mortgage loan I thought was discharged in XXXX in my XXXX XXXX XXXX 10 years ago, and I never, ever heard of XXXX XXXX XXXX till that very second. I asked the lawyer why did they let me keep thinking it was my regular mortgage company after speaking with them on the phone and explaining my situation and that I was searching for a solution and if I knew of XXXX XXXX XXXX I would have called them and worked something out. I told the lawyer I received my first letter from them XX/XX/XXXX and nowhere on the letter says XXXX XXXX XXXX. XXXXXXXX XXXX XXXXXXXX said I should have known and that they posted it in the paper and not their responsibility what I thought. I then called XXXX XXXX XXXX whom I just found out about and they said my home already sold to a company called XXXX and so I called them and they said they will give me some time to get a VA Loan and then give them {$110000.00} and I can have my home back, I have until XX/XX/XXXX, and then I am a Homeless Veteran. In 23 days of my first letter they take my home, I am beside myself and under extreme stress of being a Homeless Veteran and not being able to take care of my family, everyone will be scattered and they all helped me deal with my XXXX. I am having a very difficult time finding a bank to help with a VA Loan because of my damaged low credit score. I have lived here in my home for 18 years with my wife of 34 years and my XXXX XXXX XXXX XXXX XXXX ( I found a cat and turned out she was XXXX ) and so I have my cats who are my best friends and have helped me cope with my XXXX and there is no way I can abandon any of them. If I can't find help I will have no choice but to do my best living out of my car because I have to have heat for the winter. I'm pretty XXXX and really don't know what to do. I deal with a lot of XXXX XXXX XXXX XXXX XXXX in XXXX and suffer from severe XXXX and I am really scared. I hope someone can help me.
Company Response:
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Called on XXXX with a simple question about changing my homeowners policy and how is the easiest way to handle that. I spent nearly 45 minutes working my way through their phone tree before I finally got a live rep, during each transfer of the process I was told " this is an attempt to collect a debt ''. My mortgage has never been past due and is usually paid 5-8 weeks in ADVANCE. As of today I don't owe a payment until XX/XX/XXXX and they are trying to collect a debt? I finally got a customer service representative who refused to help me, I asked for someone else a supervisor/manager that could answer the question, she refused and then transferred me elsewhere. I will need instruction on how to change my insurance carrier and since it is impossible to work with PHH filing a complaint is the only way to get somebody to discuss this with me.
Company Response:
State: UT
Zip: 84040
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During my post foreclosure research I found that the foreclosing entity 's securitized XXXX trust never came into legal existence. Therefore the " trustee '' that foreclosed, XXXX XXXXXXXX XXXX, XXXX, which is not a bank but a corporation owned by the parent bank, could not have foreclosed. The foreclosure is void as a matter of law and yet the XXXX XXXX XXXX in Massachusetts allowed the non-existent trust and the attorneys representing purported third party buyers to wrongfully evict me from my home, as a XXXX single woman, who was denied reasonable accommodation in seeking more time to find suitable housing. The whole thing was a fraud ; I was set up with a fraudulent predatory mortgage from inception. There was no harmed party, which I plead to the XXXX XXXX XXXX. Obama bailed out the fraudulent actors three times over, with bail outs of title insurance claims to XXXX and direct bail outs to the large banks, followed by near zero interest loans from the XXXX while the banks financially XXXX homeowners with usurious interest rates on credit cards and various financial instruments at taxpayer expense. No harmed party means no claim, no purported third party claimant. These actors stole my home and a rental property.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have requested a modification from XXXX XXXX, but the company will not process it. Please see correspondence from our lawyer to counsel for XXXX XXXX on XX/XX/2022 : XXXX XXXX, As this chain of emails show, we have repeatedly requested information about our client, XXXX XXXX, and his ability to get a modification. Is there something missing that we can provide you? At best, you have told us you would " email '' your client. Our understanding of the federal rules is that we are supposed to get prompt responses regarding modification. Have you made your client aware that our client 's application for XXXX funds is pending? Please do not just send us another email that states you have forwarded something to your client. Also where are we in the modification process? If we do not get proper responses within 5 days, we plan to file a Consumer Financial Protection Bureau complaint against your client. Thank you for your kind attention. We want the bank to process our loan modification. Thank you.
Company Response:
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Received real estate tax exemption from the XXXX of XXXX in our XXXX on XX/XX/2022. We sent this info to the Tax Department of PHH Mortgage Company and it was confirmed they received it via email on XXXX XX/XX/2022. We were informed it would take 10 days to be processed is now XXXX XX/XX/2022 and they have failed to process or resolve anything to date. PHH claims that they 'researched ' themselves ( they did not contact the City Commissioner ) and our tax exemption is only a partial exemption and completely disregarded the provided documentation stating it is a full exemption. They refuse to adjust our payments for the full exemption and have not even adjusted them for the partial exemption. Instead they have ignored taking any action to fix the situation and have INCREASED our payments on a statement dated XX/XX/2022. We submitted a request to remove the escrow account on XX/XX/2022 since we are tax exempt and can bundle our homeowners insurance in with our automobile insurance and so far it seems they are refusing to process that as well We have already verified with the Commissioners Office and received XXXX refund payments of our tax XXXX overpayments issued from the city/county, the other portion was issued to PHH Mortgage since they held our loan for the timeframe of the issued refund. We have not received that refund from them and it is not posting in our account. This inept excuse for a company refuses to do their due diligence and actually contact the city/county to verify our exemption. I wish my mortgage was never sold to them as I did not choose nor would I ever choose a company with this track record. I want to have my payments adjusted appropriately, the escrow account closed and all necessary funds refunded to us in full.
Company Response:
State: VA
Zip: 23321
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A