Date Received: 2022-09-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: ( Note : most of the actions below were taken through my attorney who is representing me in the foreclosure case ). I have filed two previous CFPB complaints which pertained to my status on the loan. I signed the note as a borrower, however, PHH is refusing to grant me borrower status. While I have not yet been provided borrower status on the loan, PHH has agreed to provide me with non-borrowing spouse status. I have not conceded that this is my proper status and continue to assert that I am a borrower. This CFPB Complaint is in reference to new servicing errors. On XX/XX/2022 I entered into a repayment plan with PHH Mortgage. The plan called for me to maintain my taxes and insurance and to make monthly payments in the amount of {$740.00} beginning on XX/XX/2022. The repayment plan agreement indicated that my payment should be sent to : PHH Mortgage Services Attention : Cash Department XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX On XX/XX/2022 I mailed check # XXXX to the address above in accordance with the terms of the repayment plan. On XX/XX/2022 I was told I needed to stop payment on that check and send a new check to a different address which was not included in the repayment plan agreement. Counsel for PHH advised me to send the check to : PHH Mortgage Services XXXXXXXX XXXX XXXX XXXX XXXXXXXX, NJ XXXX I sent the new check to this address on XX/XX/XXXX. The check eventually cleared my account. On XX/XX/2022 I was advised by the attorney for PHH that all checks must be sent to : PHH Mortgage XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX, NJ XXXX Later that same date, the attorney for PHH advised me to send my payments to : PHH Mortgage Services AND Overnight to XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX Despite the confusion regarding the payment address, I did submit a payment for XXXXXXXX XXXX and for XX/XX/2022. Thereafter on XX/XX/2022, counsel for PHH filed a Notice of Readiness for Trial in the foreclosure case, asserting that the repayment plan had been breached. I reached out to counsel for Plaintiff and was advised that I had failed to maintain my flood insurance and, therefore, had breached the terms of the agreement. That same day, I provided evidence of flood insurance which indicated that my plan was current through XX/XX/2022 and that the plan had been paid in full. On XX/XX/2022 my attorney received an email asking me to coordinate a trial date, which she refused to do as we contend the repayment plan was never breached. on XX/XX/2022 I received an email stating the the repayment plan had been reinstated, but providing no other explanation for why I was accused of breaching the plan. On XX/XX/2022 counsel for Plaintiff filed an " Amended Answer '' and an additional " XXXX to XXXX '' which stated that the parties were engaged in loss mitigation and that there had been a prior " miscommunication between the parties '' which has been resolved. In fact, there was no miscommunication. I have at all times fully complied with the terms of the repayment plan, even when PHH has provided instructions for payment which were outside of the original agreement. The motions further sought to have the Notice of Readiness for Trial withdrawn. On XX/XX/2022, a foreclosure trial was scheduled ( purportedly by the court ) for XX/XX/2022. I have since demanded that counsel for Plaintiff move to cancel the trial and am awaiting a response. I also reached out to counsel for Plaintiff today to advise them that the check I issued for XXXX has not yet cleared my account. I'm concerned that the check may not be cashed, or may be returned to me, since Plaintiff erroneously breached the terms of the repayment plan earlier this month.
Company Response:
State: FL
Zip: 33317
Submitted Via: Web
Date Sent: 2022-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have been living in our home for XXXX yrs. My husband and i have always paid our mortgage. We received a letter saying that they hadnt received XX/XX/2022 payment. I told them that i had been sending all payments. I asked where was the last XXXX payments i had sent in. They took a look and seen where they did have the payments holding them in suspension. The payments are XXXX every month. Now it is showing that we are 4 months behind, but they is holding the funds. We had two appointments to speak with a Relationship Manager but to no avail. For some reason the phone is treating it like spam calling and its not ringing. We could see that she had called after the call stop ringing, I immediately called back and then i was told that she had tried to call, so they had to reschedule for XX/XX/XXXX at XXXX. We are so confused because the balance is almost what we paid for the house. There is no way humanly possible that it can be almost the same. When i call customer service they said we have two options. We can pay the house off or have it refinanced. The refinance came up after i asked them. We dont know if we should keep sending payments or not. We are lost, stressed and exhausted. The mortgage has been sold several times and we had one modification years ago. They said we wasnt eligible for the one we recently applied for. Please help us
Company Response:
State: IL
Zip: 60901
Submitted Via: Web
Date Sent: 2022-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PHH mortgage stated that I must have my " Borrower Acknowledgement '' form dated and signed in the presence of a notary. The following request was completed and returned to PHH mortgage prior to the deadline provided. I received another document from PHH mortgage dated on XX/XX/22 stating that the agreement received was missing a co-borrowers signature or the signature was illegible. This is a false statement as I have a " LEGIBLE '' copy of the original document signed on XX/XX/22 by " BOTH '' borrowers ... XXXX XXXX XXXX and XXXX XXXX. This document was completed in the presence of a notary. Please see the attached documents proving their reason for not finalizing my loan modification was false. I have had numerous complaints filed against this company and unfortunately their lack of professionalism and knowledge pertaining to my loan has not only affected my interest rate but my credit history as well. I hope the federal and/or state government holds the responsible for their mistakes.
Company Response:
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2022-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: From : XXXX, XXXX Sent : Sunday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX XXXX XXXX Subject : PHH Mortgage Corporation Good Afternoon XXXX XXXX XXXX I hope all is well. Thank you for forwarding PHH Mortgage Corporations response to my inquiry/complaint. I submit to you and will be submitting to Consumer Financial Protection Bureau as well, that I select to continue my challenge as it pertains to the Private Mortgage Insurance Premium that I continue to be assessed. The Application that PHH produced clearly states that when the Mortgage was refinanced in XXXX it was based on a Market Value of {$200000.00}. At no time, from purchase ( in XXXX ) to refinance ( XXXX ) has the value of our property been at or near an Appraised Value of {$150000.00}? that they have indicated in their correspondence of XX/XX/XXXX. In fact, the neither of the transactions could have occurred if the market value had been even in the vicinity of the numbers that are being asserted ( $ XXXX {$150000.00} ( Original Appraisal ) =94.05 % LTV? ) The Original Appraised value of the home in XXXX was {$210000.00}. I assert again that PHH is well aware that the value of our home has far exceeded {$150000.00} since assuming ownership ( i.e. value of {$150000.00} is not relevant or accurate as it pertains to this conversation ). I have attached samples of solicitation that PHH has sent to us to Refinance, Home Equity Loans and Reverse Mortgage Option ( i.e. I have attached some of these solicitations ) which indicate their awareness of Equity in our property and a value that far exceeds value mentioned in their correspondence. I assert that submitting {$150000.00} as a value that would have been and is completely erroneous in seeking to substantiate the reason PMI has continued. I assert that all parties ( i.e. PHH and myself ) are aware of the guidelines under which PMI is to be ceased and the correspondence that has been forwarded to substantiate the reason that removal of PMI was denied, even at this juncture, indicates an intent to misrepresent the facts as to why PMI should have been removed even before I sent my correspondence or a lack of knowledge of the guidelines ; neither of which I find acceptable. I am requesting an additional investigation into this matter be expedited. I appreciate your assistance and response. Sincerely, From : XXXX, XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX XXXX Subject : RE : PHH Mortgage Corporation XXXX XXXX, Attached is the response we received from the referenced institution regarding your complaint, along with our letter closing the file. Thank you for contacting the Pennsylvania Department of Banking and Securities. We hope you find this information helpful. XXXX XXXX Consumer Services Specialist PA Department of Banking and Securities | Consumer Services Office XXXX XXXX XXXX XXXX, Suite XXXX | XXXX PA XXXX Phone XXXX | Fax XXXX dobs.pa.gov | XXXX | XXXX | XXXX From : XXXX, XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX Subject : PHH Mortgage XXXX XXXX XXXX, Attached is the letter we sent to the referenced institution regarding your complaint. I will be your contact for your complaint ; my contact information is below. You will receive a formal response to your complaint after I receive an answer from the institution, but if you have any questions or concerns in the meantime, please let me know. We have asked that they respond on or before XX/XX/XXXX. Thank you for contacting the Pennsylvania Department of Banking and Securities. XXXX XXXX Consumer Services Specialist PA Department of Banking and Securities XXXX Consumer Services Office XXXX XXXX XXXX XXXX, XXXX Floor | Hbg PA XXXX Phone XXXX | Fax XXXX dobs.pa.gov | XXXX | XXXX | XXXX
Company Response:
State: PA
Zip: 19111
Submitted Via: Web
Date Sent: 2022-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received my escrow analysis dated XX/XX/XXXX which shows a shortage. Upon review it appears that wind/sup and condo insurance have been paid out of my account since XXXX of XXXX Unfortunately, these payments are in error as I do not have wind coverage nor am I required to maintain it on my property and my property is not a condo. I've asked them to refund the erroneous amounts immediately and conduct a new escrow analysis to provide me with a refund of the excess money I paid. I have attemptedto resolve this multiple times to no end. I am filing a complaint with the CFPB to ensure this is resolved timely. I'm including copies of the escrow analysis as well as the response to my previous complaint. The written response does not address my actual complaint which has to do with wind and condo ( not flood ). We are well aware our property is in a flood zone and maintain appropriate flood insurance which was paid in XXXX of this year as indicated in my analysis. I've asked that they correct this error immediately and adjust my monthly payment as they are erroneously charging me an extra $ XXXX and have been since XXXX of XXXX. Until now it was out of escrow, and now our mortgage is being increased incorrectly.
Company Response:
State: PA
Zip: 19047
Submitted Via: Web
Date Sent: 2022-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have made several attempts and requests to have the PMI removed from our account. I submitted formal paperwork along with the required payment in XXXX. Since then, I have contacted PHH Mortgage requesting an update on my request. Each time I have been given a courtesy email stating they need 10 days to process my request. I received an email from my mortgage company wanting me to refinance my loan and stating the value of my home was more than double what I owed. When I confronted them with this information and asked again WHY I was paying PMI, I was again given the 10 courtesy email. I called and was told unfortunately nothing had been done with my request. When I expressed to them I wanted it handled before my XXXX payment or I would seek another Mortgage company, I was assured this would be taken care of. Today I received a letter stating they are no longer servicing my loan .... no refund of my required payment for the consideration for the PMI removal that was NEVER even reviewed ....
Company Response:
State: AL
Zip: 363XX
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent a PMI removal request to PHH Mortgage in XXXX and now it is XX/XX/2022 and they have not sent an appraiser to have the value of my home considered. The Homeowners Protection Act says a homeowner can request the PMI removal once the value has fallen below 80 % LTV. In XXXX we provided PHH with a BPO listing 6 homes that had sold within the previous 3 months that would put our loan well below 80 % LTV. All of those home were within 100 sq ft of mine, did not have a pool, and had similar upgrades. PHH has collected and not refunded the {$150.00} we paid for the appraisal process to remove the PMI nor have they cancelled the PMI which is {$71.00} a month. Had interest rates remained where they were a year ago we would have just refinanced to get away from them but the new rate would be over double my current rate.
Company Response:
State: TX
Zip: 75022
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I requested to have the PMI removed b/c my home value met the 78 % loan-to-value threshold. In XXXX they cashed the XXXX checks and have ignored me since then. I called the fourth time again and was told that an appraiser will reach out to me in 10 days and that was in XXXX. My loan-to-value has been well below 78 % since XXXX, and I can provide comps to prove that, I am seeking retroactive credit for MI since XXXX when I made the initial request. The servicer is ignoring me and has taken my money, and I am now in need of your assistance. XXXX XXXX
Company Response:
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2022-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to refinance this mortgage for 4 years and even though the company responded to me in XX/XX/2022, they did not answer the question. I asked for a breakdown of all the extra charges they added to the payment. Now I finally obtained a company who will refinance but my mortgage statements claim I owe about $ XXXX and the want a payoff of $ XXXX. This is a {$67000.00} difference! I can not close until this is resolved and it has been going on for months. I lost the original lock in amount of 3.5 % interest and now it is up to 8.56 %. PHH has cost me not only an interest rate loss on refinancing in addition to $ XXXX In charges which they can not explain. Every day I do not close on this loan is costing me a fortune. I will not pay them $ XXXX and then try to recoup it later. I am a XXXXXXXX XXXX XXXX and do not have extra money to obtain an attorney. I wrote the Attorney General who requested a full breakdown a month ago but no response. I need help! Why should I take a mortgage out for more than I need to pay it off. It is higher than the original mortgage! They have added charges not due to them. This needs resolution immediately before there is another interest rate increase. I will lose the current rate of 8.56 % if it is not addressed. Why should I have to suffer for their laziness? This is a tactic to not let me refinance with another company. No freedom of choice at this point.
Company Response:
State: NJ
Zip: 07652
Submitted Via: Web
Date Sent: 2022-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-23
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: When I reviewed my credit report, I discovered that some of the information was erroneous. The XXXX credit bureau must validate this account in line with Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) ( A ). It is not authorized to fail to validate this reporting account as unverified information without providing any proof within the period allowed by law. The account need to investigate and delete from erroneous reporting in my file are listed on my credit report : OCWEN XXXX XXXX Date Opened : XX/XX/2006 Balance : {$0.00}
Company Response:
State: TX
Zip: 76248
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A