Date Received: 2022-11-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I modified our mortgage in XXXX. During that time, PHH mortgage ( service for XXXX XXXX ) was to waive {$93000.00} from mortgage. PHH Mortgage sent the IRS a 1099-c form indicating this amount had been waived and it was counted as additional income for the XXXX year causing a huge tax bill for us. The document indicated it was waived XX/XX/XXXX and would not be relayed by us the borrower. XX/XX/XXXX we requested a payoff from PHH mortgage, the {$93000.00} was not included in the payoff. Currently PHH mortgage is showing {$93000.00} is due as a balloon payment. They have never processed the waiver for {$93000.00}. I have contacted PHH mortgage to rectify and employees advised they falsified the IRS document and the amount was never waived. We have suffered extensively, have been unable to refinance the mortgage because of this. We have a huge amount still paying the IRS. PHH Mortgage has been deceptive and has deceptive practices. I have a recording of a PHH Mortgage employee stating they were deceptive and falsely reported to the irs and the waiver never processed. They also have refused to provide a payoff at this time. The employee was advised that I was recording the call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85212
Submitted Via: Web
Date Sent: 2022-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I wish to file a complaint with the Consumer Finance Protection Bureau ( CFPB ) against PHH Loan Servicing. We purchased our home from XXXX XXXX XXXX in XX/XX/XXXX for {$440.00}, XXXX. XX/XX/XXXX, we signed a loan modification with PHH in the amount {$450.00}, XXXX, which is {$11.00}, XXXX more than we paid for our home 14 years ago. This increased amount to our mortgage loan is not accurate. I have made mortgage payments for 14 years ; we get a loan modification and the modified amount is higher than the original loan for our home. Where did the money go from the payments that were made over the past 14 years? I placed a call to a PHH Relationship Manager to inquire why the loan modification amount was higher than the original loan amount. The relationship manager could/would not tell me why the loan modification amount was higher and that it didnt matter because I signed the loan modification. In XX/XX/XXXX, a loan audit was conducted by XXXX XXXX XXXX, ( located in XXXX, MD ) on my current PHH mortgage. The audit report revealed errors in the calculations of the loan modification amount ( see attached audit report ). PHH was provided a notarized copy of the audit report via certified mail on XX/XX/XXXX and was required to respond to the affidavit within 30 days. PHH did not provide the requested breakdown of the loan modification amount as requested in the mortgage audit report but provided me an amortization payment schedule of the loan modification ( see attached dated XXXX ). I did not request an amortization schedule as I know what the payment dates and amounts of my loan are. I specifically requested a breakdown of the loan modification amount to reflect where the increases were, if any. I received a response letter from PHH dated XX/XX/XXXX, again PHH that did not explain/provide the information that I had requested. The response letter showed that {$69000.00} was added to my loan on XX/XX/XXXX ( see page 4 of the Customer Account Activity Statement included in the PHH response letter ). Why was this amount added to my loan? I have attached all documents that were forwarded to PHH as a result of the mortgage audit, and you can clearly see what information was requested and what was provided to me. I look forward to hearing from your office. Thank you.
Company Response:
State: MD
Zip: 20735
Submitted Via: Web
Date Sent: 2022-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company includes my child support in my payment. I have explained multiple times, including sending documentation that I do not receive my child support but, only about three times a year. During this year since inflation hit I have been struggling to make my payments. I spoke with the company on XX/XX/2022 first thing in the morning speaking to representative XXXX along with XXXX XXXX who has been helping me with this situation. During that phone call, XXXX told us both that I had to have {$4000.00} before XX/XX/2022 to stop the foreclosure. I sent the amount on XX/XX/2022 and it cleared my bank on XX/XX/2022. I was never given a reinstatement letter, which I had no idea what it was until today when my payment was again returned. I called and spoke with XXXX who told me that XXXX on XX/XX/XXXX, gave me an incorrect amount and now I have to come up with {$6300.00} by XXXX XXXX They are charging me late fees even though I was given an incorrect amount. I am on the phone with them again with XXXX to get information on the reinstatement letter and modification paperwork. Now telling me by third representative that the amount XXXX, that the information given in the XXXX phone call was nowhere correct and it is documented nowhere in there system. I was on the phone for 1 hour and 4 minutes without reaching anyone who could help me. A second reinstatement amount was given for {$6100.00} that has to be received by XX/XX/2022, that I will not be able to come up with. It was openly admitted that I received totally incorrect information from their representative.
Company Response:
State: NV
Zip: 89406
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing on behalf of XXXX XXXX XXXX and XXXX XXXX XXXX ( the owners ) regarding their mortgage on XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX. The house has been sold, and XXXX XXXX XXXX, XXXX. was the attorney who handled the closing at XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX. Prior to closing, a payoff letter was requested from the lender by the attorney and the owners on XX/XX/2022 at XXXX XXXX ( the servicer, XXXX XXXX, for PHH Mortgage Services, sent this letter for account number XXXX ). The attorney received the payoff letter on XX/XX/2022 and closed the transaction on XX/XX/2022. After closing, the attorney sent the certified funds for payoff to PHH Mortgage Services with an additional six days of interest to cover any additional time past the payoff date. The following week, the check had not been cashed and the attorney asked that we check in with the lender. XXXX called the lender, and the lender indicated the payoff was short {$950.00} due to the fact that the lender had sent an escrow payment to XXXX XXXX XXXX on XX/XX/2022 ( the day after settlement ). XXXX was instructed to wire funds to make up the difference which he initiated with XXXX XXXX with XXXX XXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/2022. This was approved by XXXX XXXX XXXX A week later, the funds were sent back to XXXX, and the certified payoff funds check was sent back to the attorneys office. The attorney followed the instructions again, asking for a new payoff letter and has not received anything to date. XXXX and I ( his Realtor ) called XXXX XXXX at XXXX XXXX today ( XX/XX/2022 ), and waited on hold for three minutes, and then were disconnected after the phone was answered. We called back at XXXX XXXX and had a 14 minute conversation with XXXX ( XXXX ) who is requesting another payoff letter through XXXX XXXX escalation team. A few things need to change within XXXX XXXX PHH Mortgage Services regarding their internal process for handling payoff requests. They may want to consider the best practices of other lenders that do this without issue. For starters, their system should recognize if an escrow payment is being sent within seven days of an expected payoff, forcing it to be kicked out for manual review. Had this happened, the tax payment would not have been sent causing a negative balance. These errors have now caused delinquency on both XXXX and XXXX credit reports, which should be removed due to the issues during this payoff. Additional late fees and interest should also be removed.
Company Response:
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This complaint is a continuation of the previous complaint - # XXXX. I have been working with Louisiana Housing Corporation via their LA HAF program since XX/XX/2022 to bring my mortgage payment current since I have been affected by COVID-19 as a long hauler. PHH has on numerous occasions in recent months ( XXXX - present ) confirmed that my account had been referred to their HAF Department. The state of Louisiana submitted a payment for to cover the reinstatement amount. On XX/XX/2022, PHH HAF confirmed receipt of the payment and requested to return the LA HAF 's payment of {$8700.00} back to them because the state did not send them a referral that indicated that I was on their HAF Program. This information was provided to me by an Escalation Manager named XXXX ID # XXXX ( Phone # XXXX ext XXXX - Escalation Department ). In PHH 's response to my previous CFB complaint related to this matter they indicated, " On XX/XX/2022, the State sent us another HAF notification and requested an updated status of the account. However, the request did not include a Third-Party Authorization ( TPA ) form that is needed before we can provide the requested information. We have advised the State to resend the HAF notification along with a valid TPA. Please note, that HAF is a state program and any concerns or questions you may have about the program should be addressed directly to the State. In case the State requires our assistance or needs any information, we will gladly respond as long as they provide the needed documentation so that we can release information about the account. '' LA HAF sent a letter requesting a status update on my account for the second time on XX/XX/2022. I personally provided third party authorization to PHH on XX/XX/2022 authorizing them to speak with LA HAF and it's representatives per the guidance that their representative XXXX provided me on XX/XX/2022. I confirmed during numerous conversations afterwards with many different agents that this TPA remained on my account. No one at PHH clearly understands why the PHH HAF Department wants to return the payment that LA HAF has sent. The Escalation Manager is confused and says he needs 5 business days to investigate. What is the problem?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70816
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I, XXXX XXXX, entered a payment forbearance during the Covid pandemic in XX/XX/XXXX through XX/XX/XXXX. Around early XXXX, I applied for a modification with PHH Mortgage, ( my lender ). They approved me for a trial payment plan in XX/XX/XXXX and I successfully made all of my trial payments plus continued making my payments until they finally issued a final modification plan to me in XX/XX/XXXX. I signed and returned the final modification agreement by PHH 's deadline in XX/XX/XXXX, ( despite not receiving the documents by mail from PHH, I had to call and request PHH email them to me ). Within weeks of PHH 's confirmation of receipt of my final fully executed modification, I contacted PHH to see when my online account access would be reinstated. During that call, I found out PHH had to reject the modification because PHH had completed the paperwork incorrectly. PHH needed to redo my modification paperwork and I had to wait for it, all while making monthly trial plan payments. I called PHH repeatedly over the course of XXXX XXXX looking for my redone modification paperwork. Finally in XX/XX/XXXX, a representative informed me the documents had been mailed out to me and had a fast approaching deadline. I had not received the paperwork and again requested they email the documents to me. I promptly had the documents notarized and overnighted to PHH to make their assigned deadline. I called the next day and confirmed receipt of my documents by the deadline and had my proof of mail receipt from the USPS. I called PHH the next week to find out when my online account access would be reinstated and was informed that my modification had been denied because the notary did not complete her section according to PHH rules. Since we were now past PHH 's deadline, my modification was denied and I would have to start all over again. I requested a supervisor call me and set an appointment. Instead of keeping the appointment, a supervisor called on a random day and time and I was unable to answer. I called PHH myself and was able to request an UW to reconsider the denial because it was for no fault of my own and PHH confirmed that no letter or communication had been sent to me to inform me of these issues ever. On XX/XX/XXXX, I received a call from a random representative, ( not my assigned relationship manager because he is unavailable until XX/XX/XXXX!!! ) and was informed my request for reconsideration had been denied as well as my modification. I am outraged! PHH has failed to communicate with me as they should. I know about these issues because I call in regularly. I am unable to meet with my assigned relationship manager and am facing losing my home for no fault of my own. PHH must honor the modification. It is my understanding that the modification is a federal mandate since my loan is Fannie insured. I have jumped through all of their hoops and am at a loss. Please help me.
Company Response:
State: CA
Zip: 91605
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: You sent me checks dated 2021, so they got returned. Re-send check numbers XXXX and XXXX, totaling {$5700.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75034
Submitted Via: Web
Date Sent: 2022-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have fell past due on my mortgage on XXXXXXXX XXXX XXXX I am writing this letter to explain my financial hardship that caused me to fall behind on my mortgage. On XX/XX/2014 I was diagnosed with XXXX XXXX XXXXXXXX and became very ill, due to my illness I missed a lot of workdays which my position was replaced, and I lost my job. After receiving treatment, I finally went back to work after a year then due to XXXX related blood vessels I suffered a XXXX which placed me out of work again due to my XXXX XXXX XXXX I was not cleared by my doctor to return to work. Thank God I am back to work now, and my health issues have all been resolved. During this time, I requested for mortgage assistance while I was only a few months behind, each time Id submit for loss mitigation as per their request the process would takes months only to always request documents over and over again even after already submitting these to them on numerous occasions. I feel that PHH intentionally delayed the review process just to foreclose on my home. I have offered PHH XXXX XXXX {$35000.00} to show as good faith in hopes we can work on a home retention options but they have denied every attempt Ive made. As well PHH initiated foreclosure while I was in review for assistance as per CFPB guidelines I feel PHH is violation of Dual Tracking laws of foreclosure as well as Failure to perform and Negligence.
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2022-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During Covid-19 I was unable to make my mortgage payments for some months. I kept in touch with the mortgage company, PHH Mortgage. They used the Government mandate to differ the payments on an ongoing basis as per the NY State and the government directives. Towards the end of the pandemic, they offered a modification plan. I applied, and they granted me a modification. On careful observation, I noticed that the mortgage modification plan was significantly different from my original mortgage plan. The new modification had a HUGE BALLOON PAYMENT ( {$200000.00} ) included. Before the modification, there was NO balloon payment associated with my mortgage. The changes that were made to my account were as follows : 1 ). Reduction of Monthly Payment = {$120.00} 2 ). Interest Rate= NO Change 3 ). Loan Term = 7 3 ). Maturity Date = 2 Months Extension - ( From XXXX XXXX XXXX ) 4 ). Balloon Payment = {$0.00} before Modification and {$200000.00} after Modification I contacted the company by phone through my Account Relationship Manager and discuss the matter. He advised me that the only two ways, at the time, to prevent my house from going into Foreclosure, are : ( 1 ) pay the arrears or ( 2 ) accept the modification plan with the balloon payment. I asked him to explain how and why I had to pay such an enormous balloon payment. He has no good answer for my questions. I wrote to PHH on XXXX XXXX XXXX regarding the matter. In my letter ( which I'm uploading ) I provide detailed information for my request- to remove the Balloon Payment and to Add the delinquent amount owing to the back end of my loan period. They DID NOT grant my request. I am now seeking the help of the Consumer Financial Protection Bureau in this matter.
Company Response:
State: NY
Zip: 11580
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a hail loss back in XXXX of XXXX. I filed a claim with my insurance company XXXX XXXX, I sent my XXXX settlement check of XXXX to them in XXXX of XXXX. Due to the extent of damages i had to get a public adjuster involved in my claim. He was able to settle the claim for over XXXX. We have received two more XXXX checks of XXXX and XXXX and submitted both of those. I received a packet from PHH requesting contractor contract 's, a W-9 and a XXXX waiver along with the insurance estimate ( which they have had since XX/XX/XXXX ). I have provided them the information requested by fax, email, regular mail and have made at least a dozen calls regarding the release of funds to get the work on my house done. During those calls, PHH has said the information we provided was incorrect but could not tell us what was incorrect, we resubmitted the requested information, half a dozen times. At one point during one of the calls, a representative told me my funds would be released in five business days. Those business days came and went and I called them again. PHH then advised they had no record of my claim. I once again resubmitted all documentation via, fax, email and mail. No response and no acknowledgement of any correspondence has ever been received from PHH. On XX/XX/XXXX I called them again. My contractor has replaced my roof, siding and fence and needs to be paid for the work completed. According to the PHH rep, their system is now being upgraded and he has no record of any documentation. He gave me a fax number to send the documentation in that we have already submitted four times. We have resubmitted our documentation again today, XX/XX/XXXX. To date PHH is sitting on my XXXX insurance proceeds of {$53000.00}. I will have another {$35000.00} of recoverable depreciation once I submit my final invoices to my insurance company. I have not been able to access one dime of my insurance proceeds and now the work is nearly done and the contractor is demanding payment.
Company Response:
State: IA
Zip: 50315
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A