Date Received: 2022-09-21
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: In XXXX of 2022 I attempted to sale my house. I was notified that there was a second deed of trust held by XXXX. I had filed for bankruptcy some years back and was under the impression that the second mortgage was dissolved but it was not. It was transferred through multiple servicing companies and ended up at PHH mortgage company. I was notified by them that it was charged off and sold to XXXX XXXX XXXX ( XXXX ). I have had numerous phone calls with XXXX and can not get any information from them. The account is either on hold, closed or they can not find it. I have requested that IF there is a balance what are the options for for settlement and I am always told I will receive a call back or an email. In which I never receive. On XX/XX/2022 I was told they could not locate the account and I would have to speak to an offshore supervisor that was located in XXXX so he would have to call me back. I asked if I could hold to speak to him since I have yet to receive a call back. The individual I was speaking to raised his voice and told me that was not an option. At this point after several attempts to get the Deed released to my property I am frustrated and do not know where to turn. Any assistance would be greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39047
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi- I am having issues with my mortgage provider PHH Mortgage paying my real estate taxes to the XXXX XXXX XXXX, which should be covered by my escrow account. As a result I continue to receive late payment notifications ( including a warrant notice ) and accruing late fees and penalties. I have tried to seek clarification from PHH mortgage around these tax payments but have not received a meaningful response, and so have resorted to paying these fees and penalties to avoid action from the City against me. I believe the problem stems from the fact that I receive two separate invoices for my parking space and actual apartment, which are covered by the same mortgage. I have consistently called out to PHH that there are separate invoices but they have not been paying both. I reached out to the PHH team to get clarification as to whether I should be paying the parking space taxes but so far have not received a resolution. Here is the timeline of the issue : - XX/XX/XXXX : I received the tax invoice from the City of XXXX for XXXX XXXX and sent this to PHH Mortgage. - XX/XX/XXXX : I received and shared a demand notice from the City of XXXX for the XXXX XXXX real estate taxes which I once again shared with PHH Mortgage. - XX/XX/XXXX : I received and shared another demand notice from the XXXX of XXXX which included accrued late fees and interest. Total due was {$520.00}. To this point I have also been calling PHH directly but have not heard anything back yet. - XX/XX/XXXX : I received and shared a warrant notice from the City of XXXX summing to {$540.00}. I once again called PHH to try and seek clarification if this is something that I should be paying ( vs. coming from the escrow ) and they indicated they would look into it and get back to me before the due date of XX/XX/XXXX. - XX/XX/XXXX : Despite having an escalation team assigned to this I did not hear back from PHH Mortgage prior to the payment deadline so I paid the full amount myself to the City of XXXX, including late fees and interest, to avoid any further escalation. - XX/XX/XXXX : I received an email from PHH indicating that they would get back to me within 24-48 hours with a resolution ( I have yet to have received any resolution ). The same day I resent the invoices as well as proof of payment that I made the tax payments to the City of XXXX as I am hoping to reimbursed. I was also looking for confirmation that PHH would cover the late fees and interest due to the non-payments. - Today : I have yet to receive resolution or clarification from PHH mortgage. Each time that I call the escalation team they tell me the same thing " that legal is looking into it and that I should expect to hear back within 5-7 working days ''. This has been going on for almost a year now and I just want clarification as to whether I need to be making these payments to the City of XXXX or whether it should be coming from the escrow payments I make each month. I'm obviously incredibly frustrated with the lack of customer service and it feels like there's no path for me to get resolution dealing with PHH Mortgage directly, which is why I'm trying to escalate this. Thanks in advance for you consideration here.
Company Response:
State: MA
Zip: 02118
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX XXXX XXXX. My home was sold a sheriff 's auction for delinquent taxes. I live in XXXX XXXX, GA. I paid redemption and have Quick Claim deed. Taxes are up to date. I requested in writing for mortgage company, PHH mortgage loan servicing/XXXX mortgage to file claim for funds in excess to satisfy security deed. ( once in XXXX and second in XXXX ). My loan is in my maiden name XXXX XXXX XXXX. County states once security deed is satisfied, I can claim remaining funds minus processing fees. My issue is mortgage company is not filing claim for funds. Once 5 year period has lapsed, excess funds become property of the county. I will also be responsible to pay remainder on loan. Is there any protection as the owner has for mortgage company to make claim to the excess funds? Any Assistance is greatly appreciated. XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX
Company Response:
State: GA
Zip: 30083
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I was informed by XXXX XXXXXXXX XXXX that my Escrow account needed {$1700.00} to bring it up to date. On XX/XX/XXXX XXXX XXXXXXXX XXXX withdrew {$3700.00} from my XXXX XXXX XXXXXXXX account, broken down as follows, {$1700.00} to bring my Escrow account up to date and {$1900.00} towards my mortgage. Please see XXXX XXXX XXXX Statement attached. On XX/XX/XXXX I received a letter from PHH Mortgage Service they were the new Servicer of my mortgage and that my Escrow account was negative {$230.00}. On XX/XX/XXXX I received another letter from PHH Mortgage that my Escrow account was short {$1600.00} short. This meant I would have paid {$1700.00} on XX/XX/XXXX to XXXX XXXX XXXX and an additional {$1600.00} to PHH Mortgage making a grand total of {$3400.00} meaning I would be paying this Escrow shortage twice. I have exhausted all efforts for PHH Mortgage to correct this discrepancy but they have refused to do so. In fact they have increased my Mortgage by over {$250.00} At this the only recourse I have left is to ask for an investigation by the relevant authorities.
Company Response:
State: FL
Zip: 33319
Submitted Via: Web
Date Sent: 2022-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When PHH Mortgage assumed the mortgage on my home last year I was working with the previous mortgage company to remove the escrow from my home. PHH Mortgage did not assume this work from the previous company, so I had to begin with them anew. I want to do this because 1 ) the value of my home is in excess of XXXX XXXXXXXX with my principal balance being less than XXXX XXXX and 2 ) for the past 2 homeowners insurance renewals the mortgage company failed to pay my annual homeowners insurance premium ( approximately {$4000.00} ) before the policy term date. This resulted in my having to pay the entire premium to avoid termination of coverage and then spend months pursuing PHH Mortgage for refund of these monies I should not have had to pay which should have been disbursed from the escrow account on my loan. My latest contact to PHH mortgage was a blanket email sent this past Tuesday demanding immediate action from them, for which I have received no response. This is in addition to a form completed and emailed to them, at their direction, on 8/6 for the escrow removal. This process was indicated on their form to take no longer than 10 business days, for which one month has now passed since form submission with no acknowledgment of any kind being received from PHH Mortgage. This does not include the numerous contacts made to PHH Mortgage when they assumed this loan to take over the escrow removal work already in place with the previous mortgage servicing company.
Company Response:
State: AR
Zip: 727XX
Submitted Via: Web
Date Sent: 2022-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a refinance of my existing mortgage through PHH on XX/XX/2022. I was conditionally approved during the application process after my credit evaluation and income verification. I was then told by my loan processor XXXX XXXX that I needed an appraisal for my home at my expense. I paid appx {$580.00}. My loan app proceeded to underwriting in which they sent me over a list of conditions. I submitted all the required documentation. A week went past and o didn't hear anything so I reached out to my loan coordinator XXXX. She told me that my loan was being sent back because I didn't have enough income to support the loan. I told her that I was already approved to refinance with cash out after I submitted my paystubs and w2 's. She said well they must have over looked something. You will be contacted in 24-48 hours with a decision. I waited 48 hours before I called XXXX to check on the status. She never returned my call however she sent an adverse action letter to my email. I emailed her in reference to the denial notification and she said she thought my income was good she doesn't know why the loan was denied. I felt this was very unprofessional and unethical of PHH to have me go through the process only to deny me after they pulled my credit which dropped my points by XXXX. Also caused me financial hardship by paying for an appraisal that I'm not going to get reimbursed. In addition to the mental and physical stress this has caused me and my family.
Company Response:
State: GA
Zip: 30014
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On behalf of a client, I submitted a Request for Information under 12 C.F.R. 1024.36 to PHH Mortgage in XX/XX/2022 requesting a payment history, all loan modifications, and all operative loan agreements for the account. I included an authorization to request documents from PHH signed by my client. I sent this request to PHH 's designated RFI address. PHH responded with only copies of two loan modifications, but no payment history. I submitted a second Request for Information under 12 C.F.R. 1024.36 to PHH in XX/XX/2022 requesting a payment history on the account. I know that PHH received the RFI, because I received a return receipt for the RFI dated XX/XX/2022. PHH is required by law to respond within 30 days. However, I have still not received the requested payment history from PHH.
Company Response:
State: CA
Zip: 900XX
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been approved for HAF benefits, but no payments have been made or payments made have been consistently late - now affecting my credit rating.
Company Response:
State: FL
Zip: 33463
Submitted Via: Web
Date Sent: 2022-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My principal residence is located at XXXX XXXX XXXX XXXX, XXXX XXXX, Fl XXXX. On XX/XX/XXXX I obtained a HELOC for {$100000.00} from XXXX XXXX XXXX XXXX XXXX. Subsequently the loan was transferred to GMAC Mortgage. As a result of the XXXX Mortgage Meltdown I proceeded to negotiate a settlement of this account with GMAC. On XX/XX/XXXX GMAC accepted a settlement of {$30000.00} for the satisfaction of this loan as referenced in the enclosed letter and copy of Check # XXXX ( Exhibit A ) for purchase of XXXX XXXX cashiers check. I was notified by my Title Agent that currently PHH Mortgage is the holder and servicer of the note for this HELOC and that there was no Satisfaction of Mortgage recorded for same. On XX/XX/XXXX I contacted PHH Mortgage and spoke to manager XXXX # XXXX and requested the Satisfaction of Mortgage. On XX/XX/XXXX I received via email a copy of the note and the mortgage but no satisfaction of mortgage. ( Exhibit B ) The note that was produced is in the name of XXXX XXXX and as such does not have the required Transfer stamp or Alonge to PHH. PHH has no rights to this note yet they claim that there is no satisfaction on record and offer no means of resolution for same. As previously mentioned this loan was settled in full with GMAC on XX/XX/XXXX and I am entitled to the Satisfaction of same. Recent title search attached. ( Exhibit C ) Mortgage Electronic Registration System records. ( Exhibit D )
Company Response:
State: FL
Zip: 33028
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Since OCWEN.PHH is saying we do not have mortgage fraud we are demanding the amount paid to them from the mortgage protection insurance and why was the lis pendens not paid? THE XXXX XXXX WAS PUT IN PLACE BECAUSE WE KNEW THERE WERE GOING TO BE LIES AND EVERYONE WAS GOING TO ATTEMPT TO COVER THEIR BUTTS.NOT THIS TIME WE HAVE TOOOOO MUCH EVIDENCE ON OCWEN/PHH/ We have a right to the information since OCWEN.PHH said we defaulted!. Please do not send a XXXX explanation. We are highly versed pertaining to these areas. Also, we do have even more additional proof we have mortgage fraud and the straw buyers, Given the lies OCWEN.PHH has told and the altering of documents such as lifting our signatures THEY WILL NOT get our evidence, AND XXXX ; T THINK ABOUT PUTTING ADDITIONAL HITS OUT ON MYSELF, WIFE OR ANY ADDITIONAL FAMILY MEMBERS. XXXX XXXX, XXXX XXXX AND THE STATE OF GA HAVE ATTEMPTED TO TAKE US OUT A TOTAL OF 8 TIMES. DON'T THINK WE ARE AFRAID. NOT! XXXX XXXX XXXX GIVEN THE LEAD COUNSEL IS BASICALLY LIVING OFF OF XXXX XXXX AND XXXX XXXX, THE LEAD COUNSEL WAS ASSIGNED TO PHH TO MAKE US THING SOMEONE IS ATTEMPTING TO BE ETHICAL. PLEASE!!! THEY ARE SO DESPERATE THEY WOULD COMPROMISE ANYONE TO PERFORM ANY LEVEL OF DIRTY WORK REQUIRED! GIVEN THE LEAD FOR THIS CASE CAME FROM XXXX XXXX WE ALREADY KNOW ETHICS ARE NOT EVEN IN THE VOCABULARY,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30045
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A