Date Received: 2023-12-19
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I closed on my home on XX/XX/XXXX and immediately my mortgage was transferred to PHH mortgage. My XXXX XXXX taxes were to be paid immediately, due by the end of XX/XX/XXXX. This was necessary to record the Deed and Deed of Trust. PHH did not pay the taxes through XXXX, at which point I contacted them by phone. I explained the issue and was directed to send the bill to the tax department, which I did immediately. Each month after XXXX, interest was accrued on the bill. I received no resolution or response for XXXX weeks, at which point I contacted PHH again. I was told the request was still in the system, and it would be " escalated. '' I sent the bill to another PHH email address as well during this conversation. XXXX more weeks and no resolution or contact, so I said I would submit a complaint if not paid by the end of that week XX/XX/XXXX. I received a call from an escalation manager at XXXX XXXX on Friday XX/XX/XXXX. I called him back XXXX minutes later XXXX times and no answer. It's almost like they are messing with me on purpose. It is currently XX/XX/XXXX and the tax disbursement was just posted on their account, but in the wrong amount. They paid {$4400.00}, which would've been the amount due in XXXX. The penalty to pay in XXXX is an increase to {$4500.00}, clearly stated on the bill and in my discussions over the phone. So, I have to continue chasing them to pay the interest. In all this, I never received a response to any email I sent, and no timeline was ever given for a resolution even though I asked for it specifically. Their nonaction put my deed in danger, and without me taking action, may have put my property at risk for an eventual lien. And their lack of communication is negligent.
Company Response:
State: MD
Zip: 21701
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Our father passed away on XX/XX/XXXX. He left the house he was living in to my brother and I in his will. He had some type of loan modification in place with PHH Mortgage. We notified PHH soon after his death and asked for assistance moving forward to straighten it all out. Numerous phone calls and emails took place, and there was constant confusion and different people saying different things. In XX/XX/XXXX, a representative approved a new monthly payment of approximately {$2400.00} and agreed to put the money past due at the end of the loan and we set up an automatic withdrawal of the payments to PHH. Suddenly, with no notice or explanation, they raised the monthly payment substantially, and stopped taking the payments from the bank account we set up. They took some of the payments we made and put them in an escrow account instead of applying them to the amount due. We did not know what to do because we didnt want to continue to make payments that were not being applied to the loan. Eventually someone there said we had to fill out a Family Mortgage Transfer, which we did. We sent the documents requested many times, and they kept requesting the same things and did not respond when we showed we had sent them in over and over. Then they said they could not approve a Family Transfer because the loan was now in default! This whole process took more than one year, and the loan was falling behind. At one point they sent a notice of default and we called their company called XXXX XXXX and they said there was no such thing on file. Later we saw that PHH was sued for this activity and had to settle in a class action agains them for unfair business practices. We made numerous calls and asked them to provide us an amount to bring it current, and to see if they would waive penalties or give us other other relief of the past due amounts. They would respond with canned email responses that someone would look into it and get back to us. But no one ever got back to us. We asked an XXXX to write to them, and authorized PHH to speak with her. They would never respond to her, sent us numerous forms again saying she was not authorized to get information, and did not respond to any of us on our repeated requests for assistance to become current on the loan. The representatives are in a call center which seems to be out of the country, and they never have access to the file to see what has gone on before. Since they never responded to her, she asked for their attorney contact, and they said the company did not have one. They gave us a name of someone who was supposedly our single contact and could help us, but this person did not seem to exist as every time we called, he wasnt available, and another random person would talk to us and they did not know what was going on and could not help. Then, another Notice of Default was filed on XX/XX/XXXX, this time it was sent to us by the XXXX XXXX XXXX. As soon we received it, we contacted a family friend who is an attorney to help us. Beginning in early XX/XX/XXXX, he sent letters, made phone calls, and tried to get in contact with someone at PHH to get help for us again. He was finally able to get PHH to have an XXXX contact him in early XX/XX/XXXX. Our attorney began negotiations with the PHH collection attorney to see if PHH would agree to putting the money on the back end of the loan, waive late fees, approve the Family Transfer, and begin to take payments again. He also asked the PHH XXXX what was the amount owed to bring it current, and the XXXX said he did not know the amount. However, the XXXX said he would recommend a settlement to PHH and hoped to respond with 48 hours. This was on XX/XX/XXXX. Despite this, and a number of follow up letters to the PHH XXXX, there has been no response whatsoever from PHH again. We are afraid they are delaying on purpose so they can steal our fathers house as it has substantial equity. We are concerned if we make any payments, PHH will not apply them to the loan and will continue with a foreclosure sale. PHH seems to be engaged in continued bad faith in settlement and unfair business practices. An online search shows numerous lawsuits against them for different types of unfair practices. We need help resolving things with them.
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: I received a Notice of Default today and was shocked. I am an XXXX yr old XXXX XXXX XXXX XXXXXXXX XXXX and need to set up a phone appt with XXXX XXXX XXXX. I have been making my payments online since XXXXXXXX XXXX and my payment is {$1500.00} and I have been making payments of {$2500.00} and have guaranteed income for life The letter stated that I must pay {$9700.00} by XX/XX/XXXX which I can not do but at {$2500.00} a month I can be caught up by XXXX. Please grant me an extension until XXXX or XX/XX/XXXX PHH did not pay my taxes on time in XXXX and I received a fine they also charged me {$30.00} for a payoff notice which I did not order I must have hit the wrong key My health is XXXX XXXX and this has caused me unwanted stress. XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 90601
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: applied for a loan mod back in XX/XX/2023, they said they would look at it and will take 30 days, now is mid XXXX and they sent a take it or leave it offer, i have less than a week to reply. i get my loan mod and have 3 payments of XXXX a month, the same for the next 6 months and then a balloon payment of {$64000.00}, they granted a loan mod but didn't extend me any time to pay off whats do. i though a loan mod was to give a person time to pay things off, what happened? it's a lone mod that only benefits my loan servicer, good old PHH, how about giving me some time to pay it off?
Company Response:
State: NY
Zip: 142XX
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I provided my lender ( PHH Mortgage ) with my insurance information ( XXXX through XXXX ) twice via the email address that was given to submit insurance changes. This was done in XX/XX/XXXX ( when my policy was due to expire/renew ) and again in XX/XX/XXXX because XXXX said XXXX hadn't received payment yet. I also called and spoke with a representative twice to confirm I was doing the right thing. At the end of this year ( XXXX ) I had significant escrow shortages ( {$4200.00} ). Unbeknownst to me, PHH Mortgage just didn't make any insurance payments from my escrow account to XXXX, my insurance policy lapsed and they set me up with some lender-appointed insurance company with which I had paid over {$3000.00} in insurance premiums ( even though the " premiums '' for whatever insurance they stuck me with is only {$2500.00} ) They never reached out in regard to this new insurance, they never asked me to find different insurance, and they won't provide me with documentation on what this insurance even is! When I called they said " We sent a check to XXXX and they returned it to us '' When I called XXXX to confirm this, they said they never received payment and if they did, they cash all checks and send payments back to the homeowner, not the lender. PHH Mortgage is not answering questions or reimbursing me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01880
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: On XX/XX/, I reached out to PHH mortgage about not having the ability to pay my account. The representative had told me that due to the account being four months past due all current and past due payments must be paid at that time. I reminded the representative that I was waiting on a response for my request for mortgage assistance. The representative explained the case had been closed due to the lack of documentation needed to continue processing. I continued to explain to the representative that I have uploaded every piece of documentation that I was told to do even after I had talked to, yet again another relationship specialist. I had uploaded everything to the portal in which I was told to load everything. I was on the phone with the relationship specialist as I uploaded the last of the required documentation. The representative proceeded to ask if I would like an additional appointment with my, yet again a different, relationship manager on XX/XX/XXXX to discuss my options. At this point, the fees are being doubled and tripled because I am at the mercy of a relationship specialist I cant talk to for at least a month. Had I was able to get an earlier appointment with my relationship specialist, I would have not been in foreclosure and would have the information I needed to bring my account current. To keep from dealing with this company, I have decided to go into more debt and borrow the money to bring the account current. Therefore, I called PHH today to make sure how much money I needed to bring the account current. The representative explained because my loan is in foreclosure, I could not make a payment at this time. They would have to do an audit of the account and will let me know within 4-10 business days. By then, I may not be able to save my home.
Company Response:
State: MS
Zip: 386XX
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: We have been paying an extra XXXX principal payments per month on our mortgage for almost XXXX years. When we asked for a payoff the number is exactly the same as what we currently owe. How can the payoff number and the remaining amount be the same? We have done the math on the numbers sent every month from the servicing company. Using " their '' numbers our outstanding " principal amount is XXXX based on a XXXX end date. That date is on every mortgage payment statement we have. We have all of them. We just need to make sure the numbers are reflective of what we have paid and that they are reducing the principal as we intend. Based on the payoff number they have given us of XXXX it is " NOT '' the case. How can we owe anything additional without those numbers being reported to us? We know servicing/mortgage companies " do stuff ''. We will not allow this to happen to us we have worked too hard to pay this house off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75044
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: My mortgage originated XX/XX/XXXXXXXX with XXXX XXXX which was included in a XXXX XXXX Bankruptcy and the debt was discharged XX/XX/XXXX. I am still residing in my home as I chose to " pay and retain '', however DID NOT reaffirm the debt nor did the creditor obtain a relief from the automatic stay. On XX/XX/XXXXXXXX my mortgage with XXXX XXXX was transferred to PHH for servicing. Although XXXX XXXX discontinued credit reporting as required under the bankruptcy laws, PHH unfortunately resumed reporting my mortgage balance, payment history, etc. to all XXXX major credit bureaus. After consulting with an attorney about this, I have been advised that the credit reporting of the account by PHH is a direct violation of Bankruptcy Code. See 11 U.S.C. 362 ( k ) and willfully violates the automatic stay as this violation injures an individual. The law also requires the creditor to pay the individual actual damages, including costs and attorney fees, and may be required to pay punitive damages to punish this violation. Before I pursue legal action, I am requesting that PHH provide me with supporting documentation verifying how they are able to report my mortgage to the credit bureaus when the debt was successfully Discharged in a XXXXXXXX XXXX Bankruptcy, not reaffirmed and Relief from the Automatic Stay was NEVER obtained by the original creditor? Prompt and immediate attention is greatly appreciated. Thanks!
Company Response:
State: AZ
Zip: 85041
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: # 1 the Biggest issue is I just finished a bankruptcy for 5 years to keep my house. I have paid my mortgage payments over {$110000.00} for the last 5 years. I have paid my bankruptcy court. When the bankruptcy was over their attorney sent a letter stating I was behind since XX/XX/23 and owed {$14000.00} more then what I have on all my mortgage statement. They never put it in my plan and never showed me on my statements that I owed this money or I would have made sure it was paid. Now they will force me into another bankruptcy when discharged any day now because they will try and foreclose on my house. They were very sneaky and I think Unethical in how they handled my mortgage. Never could get info because in a bankruptcy. Couldn't pay on line made you call in. It was a fiasco from the very beginning its been very difficult I have many letters. # 2 - They are not showing my last payment of {$3600.00} on XX/XX/2023 and they still haven't put it so I can understand it on my bank statement? It doesn't show I paid {$3600.00} and in the past when I made a big payment it would show up as I paid it on that day? Also, they send out my bank statements sometimes the beginning of the month sometimes the middle to end of the month and it is always a guessing game if they will show what I paid and when and what charges they are putting on my account. # 3 If I called for help they would tell me to contact their attorney which I am sure cost money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08205
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: In XXXX my wife became XXXX and was unable to work. The only income coming in was my XXXX check. On XX/XX/XXXX I filled out a hardship application so I could see if I could get help with the mortgage. On XX/XX/XXXX I called the mortgage company which is PHH and asked what the status of my application was. I got that they apparently received it the day before this call. That was mailed on XX/XX/XXXX. It took them that long to get the application into their system. I was told it was a 15 day turn around and I should hear something. XXXX days went by and there was no call. On XX/XX/XXXX I called and they said there was missing documentation. On XX/XX/XXXX the person I spoke with at PHH said my application was complete. He did say whoever downloaded the application downloaded in a way that was not in order. I told them that I was told the application was complete. They looked at the file and said yes it was complete. I had to remind them of my XXXX letter that shows what I make a month. I was told that this would be escalated to the underwriters department. On XX/XX/XXXX I called back to make sure that it was escalated and they said that it was and it would take XXXX business days to hear something. I called on XX/XX/XXXX and I was then told again that the application was not complete. I once again told them to look at the file because I was told last time it was complete and that it was being escalated to the underwriters department and a supervisor. Throughout this process I had asked to speak to a supervisor on many occasions and I was told that there was not XXXX available and they had XXXX to XXXX hours to call back. I called back again XX/XX/XXXX and no one again could tell me what was going on. I was then told they had XXXX days to make a decision. I told them that the reason I am doing this is because we only have XXXX income coming in and hear we are almost XXXX months since I mailed in the application. My wife also spoke to PHH as well and was told the same info. They were called by me on XX/XX/1924, XXXX, XXXX, XX/XX/XXXX and XX/XX/XXXX. We received an email on XX/XX/XXXX that the application was complete because they had requested another document which my wife immediately sent to them via email. On XX/XX/XXXX they said again the application was not complete. They stated that there was a missing amount in a box on the application that we could not write see attached letter. So XXXX months later they are finding this out!! Here we are with XXXX income and nothing has been done by this company. We received a complete run around every call. We even spoke to a relationship manager several times with no resolution. Then on XX/XX/XXXX my wife filled out the application for a XXXX time after we were told multiple times that is was complete. I called again on XX/XX/XXXX and they said the application is complete for the XXXX time and that again they have XXXX days to return an answer. I asked to speak wit an underwriter and was told that I could not do that. I asked for someone above a supervisor and was told that I wasn't able to do that either. I then had to contact them to get a payoff amount due to trying to sell the house and I was told that I would have that in XXXX hours. That also was a lie because I did not have it. I called the next day and I was told it takes XXXX business days. PHH does nothing but lie and keep extending the application process and does not communicate well. XXXX months later and still no answer. This is wrong. I have XXXX children to care for and they are dragging their feet.
Company Response:
State: TN
Zip: 37865
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A