Date Received: 2022-10-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I became XXXX after buying my home ; I have done a few modifications and California Keep your home helped me out in XXXX by applying XXXX to my loan with nothing to pay back if I kept my home for a minimum of 10 years I would not have to pay the loan back. The unfortunate part is the way my loan is set up I was hoping that I could be placed in a better position with one day owning my home ; my loan is set up to be paid off in 52 YEARS and I probably wont be around by then so I reached out to PHH mortgage company for help. MY COMPLAINT DATES BACK TO XX/XX/XXXX, THE NOTED LOAN CONSULTANTS ADDRESSED IN THIS COMPLAINT IS SOLELY DUE TO UNETHICAL BUSINESS PRACTICES. XXXX XXXX GATHER ALL MY INFORMATION, I paid {$600.00} FOR AN APPRAISAL AND {$20.00} TO LOCK IN RATE ON XX/XX/XXXX, the appraiser did what she was suppose to do the title company sent information but not even ONE PHONE CALL from the loan consultant or ANYTHING ELSE FROM THIS PERSON WHICH PLACED ME IN A REALLY UNEASY AND UNCOMFORTABLE POSITION. I GAVE ALL MY PERSONAL INFORMATION AND PAYED FOR SERVICES AND NO FOLLOW UP CALL WAS UNPROFESSIONAL. THEREFORE, I WAS FORCED TO FILE A COMPLAINT WITH ANYONE WHO WOULD LISTEN AND IN DOING SO, I WAS PUT IN CONTACT WITH THE SECOND LOAN CONSULTANT XXXX XXXX AND AS SOON AS XXXX XXXX REALIZE HE WAS NOT GOING TO MAKE ANY MONEY OFF THIS DEAL THE CALLS FELL OFF. XXXX XXXX ALSO ASKED TO USE MY DAUGHTERS CREDIT AFTER INFORMING HIM THAT HER CREDIT HAD TAKEN DRASTIC HITS AND SHE HAS HER OWN HOME BUT THEY COULD CARELESS ABOUT DOING BUSINESS IN A ETHICAL FASHION. I understand if they cant help me but I HAVE made several attempts of REQUESTING A COPY OF THE {$600.00} APPRAISAL REPORT AND THE NOTED COMPANY HAS FAILED TO PROVIDE ME WITH A COPY! SO UNPROFESSIONAL. XXXX XXXX Loan Consultant XXXX ( XXXX ) XXXX XXXX XXXX Loan Consultant XXXX # XXXX & XXXX XXXX XXXX XXXX XXXX XXXX Regards, XXXX XXXX
Company Response:
State: CA
Zip: 93534
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX applied to get Mortgage Assistance from my Mortgage Company and went through the application process for 3 months of missed payments due to covid related work issues. In the course of the process, I had to submit several documents : verification of income, bank statements, proof of home ownership, etc. This was done in a timely manner through a series of emails. On XX/XX/XXXX I was told that they didn't receive the documents and I needed to send them again additional documents from the ones I submitted : I sent them the following : my Marriage Certificate Driver License Death Certificate XXXX XXXX personal bank statements XXXX XXXX bank Statements 6 months payments of rent from my brothers and the Application of the Loan Modification ( they said they didn't have it on the file ) The mortgage company had scheduled a call to follow up on the progress of the mortgage assistance. The follow-up call was the same : On XX/XX/XXXX They proceeded to tell me additional documents I needed to submit and included my brothers on the application since they are part owners of the home and they had the covid related issues with their income. I submitted it again because they said the digital copies were not legible Attached are the following Documents requested for Loan Modification Application Mortgage Assistant Application : For Consideration of Long or Short Term Death Certificate Clarification Signed Letter Court Order of Property through Probate Court Title of Property in question Marriage Certificate Profit and Loss Statement Brother 1. Most Recent Pay Checks XXXX and XXXX XXXX XXXX. Most Recent Pay Checks On XX/XX/XXXX The mortgage company set up another appointment to verify that the documents were correct, however, they informed me the documents were again not legible and that I need to send it again. To be clear the following documents are resent because of missing information. Clarification Letter of Identifying title holders of property. The letter details their financials. One of my brother names was missed spelled on their end and I had to clarify that it was not a XXXX it is an XXXX for his middle name Profit and Loss is for Myself Employment Pay stubs for XXXX XXXX and XXXX At this point, I am calling them every week to check the status of the paperwork because I wasn't sure if they received everything and I was beginning to go into another default month to repay. On XX/XX/XXXX they requested more documents I wrote in an email : Thank you for the support and patience, I have attached the final requested Documents from my brother who was on a work trip. and I sent them again the filled out the application and signed. XX/XX/XXXX checking with them they said they still do not have the application for one of my brothers and I have sent them already XXXX times. XX/XX/XXXX they are requesting again more income documents since we have proceeded into a new month and wanted to update the file. XX/XX/XXXX they needed another employment verification of my work that they already had. I had to send it twice that day because they said they did not have it. XXXX they denied my application and said I have exceeded the 90 days of the payment and need to pay upfront for 7 months or we can get you more options for repayment. Such as a deferment to take the outstanding balance at the end of the loan or pay out the outstanding balance plus the mortgage over the series of XXXX payments to avoid foreclosure. they told to apply for the deferment and I did three times on he calls in XXXX, a second time two weeks later to check the status of the deferment and they said I never applied for it. Then again XX/XX/XXXX after I called to check the status of the last time reapplied. Then the agent on the phone said I should have never been applying for a loan modification in the first place because I was already 90 days past due and they would have denied it based on that. then she looked further and said I was in forbearance during those three months delinquent and they should have not counted those three months and should have worked with me in another program. I was in a covid related issue with my brother 's work and trying to head off a huge financial loss.
Company Response:
State: CA
Zip: 90746
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I discovered that some of the information on my credit report was incorrect when I reviewed it. 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. Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) require the XXXX credit bureau to validate this account ( A ). It is not permissible to fail to validate this reporting account as unverified information without providing any proof within the time frame specified by law. My credit report includes the erroneous information that needs to be investigated and removed : OCWEN XXXX XXXX Date Opened : XX/XX/2006 Balance : {$0.00}
Company Response:
State: TX
Zip: 76248
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2022 XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Texas XXXX Loan Number XXXX Case Number XXXX PHH Mortgage Services Escalations Department XXXX XXXX XXXX XXXXXXXX XXXX, NJ XXXX XXXX XXXX XXXX, I am humbly requesting an appeal to the decision to repost our home to the foreclosure list scheduled for XX/XX/2022. The entire process that we entered has been disastrous, absolutely everything concerning the request for a loan modification has been inconsistent and misleading. Starting at the beginning XXXX helped me sign up for access to the XXXX XXXX XXXX so that I could submit and receive information quickly. Access to the XXXX XXXX XXXX was revoked Our initial request for a loan modification was denied We never received the denial letter On XX/XX/2022 a customer service person email me a copy of the denial letter I quickly researched what options I could find that PHH Mortgage Services offered as well as what options XXXX offered. I requested an appeal I was told that during the appeal process our home would not be subjected to foreclosure We received a notice of foreclosure on XX/XX/2022, dated XX/XX/2022, authored by XXXX, XXXX, XXXX XXXX XXXX XXXX. Our trial period plan dated XX/XX/2022, was received it on XX/XX/2022 due XX/XX/2022 There was no supporting information sent with the trail loan modification XX/XX/2022 payment {$8700.00} XX/XX/2022 payment {$8700.00} XX/XX/2022 payment {$8700.00} Other Available Options to foreclosure was offered Short Sale & Deed -in-Lieu We have been immediately placed into foreclosure ( XX/XX/2022 ) On the completion of the trail period what will be our monthly payment? How long will the remaining term run? How much is the total balance owed? Can the trial period plan start day be adjusted we received it on XX/XX/2022 with a foreclosure notice in our possession? The questions above which we submitted with no response Twelve days before the first payment was due, we received approval of a loan modification, with absolutely no explanation of any kind, in terms of how the payment was derived or what would be the terms afterwards. We requested details of how the trial modification was tabulated. We were told that would be provide by our escalation manager. We scheduled an appointment, which was XX/XX/2022. XXXX XXXX was not the person conducting the appointment, the manager was not able to provide what we requested. The person that conducted the appointment said she would request the information and I would be able to call in five days and receive the information. We were told that customer service would be able to email me the information rather than waiting 10 days for it to be mailed. We call back five days later there no information provided, we were told the request was made again and in five days we would receive an email, we have not. Our last attempt to receive the information was on XX/XX/2022 spending over an hour on the phone, we were promised to receive the information by email, we have not. Today is XX/XX/2022 we have not received the requested information. We received a letter from PHH dated XX/XX/XXXX. 2022 stating that The Request for Mortgage Assistance was Received and complete as of XX/XX/XXXX. 2022. On XX/XX/2022 dated XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX. reposted our property for foreclosure XX/XX/2022. In closing, the information we ask for seems like it would have been the same information needed to create a trial modification. Understanding our payment after the trial period would be critical to know. As I stated initially, this process has been inconsistent with irregularities to say the least. We scheduled several appointments with our Escalations Manager to no avail and her replacements for the appointments had little or no information to provide and even less resources. It appears that the entire balance is being charged with no concessions, nor did we request any. We think it is only fair to know what is in the contract. We should have an opportunity to consider everything and sign on knowing what our commitment will be. Genuinely, XXXX & XXXX XXXX
Company Response:
State: TX
Zip: 75028
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022, I sent the attached Notice of Error letter to PHH Mortgage Services ( Reverse Serving ) notifying it of erroneous applications of credits to the borrower 's loan account. PHH has totally ignored the Notice of Error letter even though its signed the USPS Certified Mail " Green Card. '' It never sent written acknowledgement of the XXXX letter as required by 12 CFR 1024.35 within five days of receipt of the XXXX XXXXNor has PHH ever responded on the merits to the XXXX letter. Nor has PHH taken any apparent steps to investigate and correct the errors itemized in the XX/XX/2022 Notice of Error letter.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern, This is a formally submitted statement to inform you of an error that had occurred on my loan account, referenced above, during the payment of my XXXX taxes, in which the amount of {$1800.00} was paid out of my escrow account twice ( XXXX ) on XX/XX/XXXX. I was notified via letter in XX/XX/XXXX that the error had caused my monthly mortgage payment to rise by {$150.00} due to an escrow shortage making my new monthly payment {$910.00}. Since the rise in my monthly payment, I have been made to put my home up for sale as the steep incline in my monthly payment was unforeseen and unaffordable. When the error was made clear to me after looking into the rise of my monthly payment, I made contact to begin correcting this error with a phone call to PHH Mortgage 's customer service department on XX/XX/XXXX which ended with the promise of an answer within a business week, but after no return call, I made contact again on XX/XX/XXXX ; which I was told that the issue was now being submitted to a different department to be looked into. I made 3 more attempts via phone call to their customer service department on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, making a total of XXXX hour and XXXX minutes on the phone with no progress being made. I have been in contact with multiple PHH Mortgage personnel including XXXX, XXXX, XXXX and XXXX. My request has since gone through PHH Mortgage Servicess tax department, escalation department, and research department with little to no answer for the error that occurred. I was informed via email on XX/XX/XXXX by the XXXX Department that PHH Mortgage Services reached out to my Tax Assessor and confirmed that my taxes are paid to date and that a refund is not due from the Tax Agency with no mention of the still missing second withdrawal from my escrow account ; according to the county, one tax payment was submitted from XXXX in the amount of {$1800.00} XXXX # XXXX. However, I received an email by PHH Mortgage on XX/XX/XXXX stating that they have yet to hear back from my tax assessor. The company has continued to email me under the pretense that I do have a refund but it now has been sent to the wrong company and they are looking into it.
Company Response:
State: WI
Zip: 539XX
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hello. After speaking to multiple PHH representatives & relaying my issue to them ; the matter got out of control & all mixed up. I spoke the following representatives ( all calls are recorded ) : Spoke to others but misplaced their information & communication notes, because of driving. XXXX- XX/XX/XXXX. Rejected the modification to increase my payments when I am going through a financial situation. Requested to keep current mortgage payment note of {$1800.00} & not over {$2200.00}. Requested to be taken out of forbearance. XXXX said this would not negatively affect my credit. XXXX XX/XX/XXXX. Checking on status of letter. XXXX XX/XX/XXXX. Regarding payment made for $ XXXX. Requested letter stating, I am not in forbearance. XXXX XXXX XXXX. XX/XX/XXXX ( Asked to speak to supervisor, not the 1st. Told he/she would call me back with 24/48 hours ) However, she spoke to her supervisor XXXX, he said he would write the letter & email it to me. It was emailed to me, but wasn't on a letterhead & unacceptable by bank trying to verify if I am in forbearance or not. XX/XX/XXXX- XXXX agent id : XXXX XXXX. Informing PHH ( mshomesaver plus ) is sending the validation request ... has been sent to the servicer 2. Modification request is canceled XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX. About negative credit reporting after {$6400.00} made on XX/XX/XXXX. XXXX stating I am not in forbearance. Also, notifying them again of loan verification is pending so they can get paid for back payments from MSHomeSaverPlus XX/XX/XXXX XXXX XXXX ( a manager ) back after missing his call & the next minute he was busy. Still haven't spoke with him as of XX/XX/XXXX. Spoke to XXXX on XX/XX/XXXX. Requested negative credit reporting & Letter. Now, I am being denied credit because of the negative credit reporting after I made the {$6400.00} that they said would keep me on payment until XX/XX/XXXX. Report 120, 180 days past due & they know I was in a legal forbearance. Then after making 3 payments to carry me over, the negatively report on my credit. Now they decide to " retract '' the negative reporting, but other current creditors have seen it & changed my terms of my business accounts ( XXXX ). Please advise.
Company Response:
State: MS
Zip: 38632
Submitted Via: Web
Date Sent: 2022-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-04
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a creditcard account under an open end consumer plan as late for any purpose.
Company Response:
State: TX
Zip: 761XX
Submitted Via: Web
Date Sent: 2022-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH is forcing Mortgage homeowners in NEVADA into Loan Modification by delaying the company approval of XXXX funding is being sponsored through DEPARTMENT of TREASURY. PHH has had atleast 6 months to process the XXXX XXXX XXXX XXXX XXXX XXXX and its look like they will not be completing this process this year! What is PHH motive? What states have PHH completed the Process? Why is it taking PHH 6 months to process the agreement? CFPB needs to do an internal investigation as to what is going on with this process and to see if PHH is deliberately holding up the completion of SERVCING PARTICIPATION AGREEMENT.
Company Response:
State: NV
Zip: 89178
Submitted Via: Web
Date Sent: 2022-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage ServicesXXXX XXXX XXXX XXXX XXXX To whom it may concern, upon running title on XXXX XXXX XXXX XXXX XXXX XXXX XXXX it has been brought to my attention that XXXX XXXX XXXX PHH Mortgage Services has never had ownership or assignment of the current Mortgage or Note on this property in XXXX XXXXXXXX XXXX and has been collecting and servicing this loan. I also have ownership on this property, XXXX XXXX Attached is XXXX XXXX legal guardians ' authorization, title search, court ordered guardianship for children and authorization for me to discuss this issue with your legal department ASAP. XXXX XXXX. PHH / XXXX XXXX said in first complaint they did not have these items as well as numerous attempts to send these documents to them have been ignored. Trying to sell this mortgage, note could be considered fraud in concealment. Hopefully they can address this issue now.
Company Response:
State: NY
Zip: 11743
Submitted Via: Web
Date Sent: 2022-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A