Date Received: 2022-09-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I receive social security XXXX, XXXX per month. I fell behind on my mortgage payments, its been a struggle, with having limited income. My payment amount was XXXX, I still fell behind on my mortgage payment, because of unexpected expenses, like air condition repairs, and other repairs. So, I applied for a Modification on XXXX. Several days later, I received a package of papers, stating I was not qualified for a Modification or Mortgage Assistance. The package only had information about short sale, deed in lieu foreclosure, basically saying I had no other choices but to give up my home, also stating I wasnt behind enough to qualify for mortgage Assistance. I still didnt give up, So I applied for a Modification, Mortgage Assistance on XXXX. On XXXX I received a letter stating, congratulations I had been approved for a Modification with trial payments of XXXX, XXXX trial payments starting XX/XX/2022. Usually the trial payment amount is your permanent payment amount. This is totally unfair. A Modification is suppose to help homeowners, reduce payment amount to make payments more affordable and also reduce the interest rate. This is illegal I know to increase a homeowners mortgage payment XXXX more a month, when a homeowner is already struggling to keep their home. Phh Mortgage Claims they help homeowners. This is not true, Phh creates a way to actually take your property, like increasing your mortgage payment, so you cant afford to pay and lose your home to foreclosure. I am requesting your assistance with this matter as soon as possible. I had to accept this offer, so I wouldnt be homeless, this is not fair to me or any other homeowners. Therefore this is a formal complaint against PHH Mortgage Services, Investors owners, and PHH Companies, for illegal Mortgage Servicing. Increasing Mortgage payments for a already struggling homeowner, first denying the homeowner of mortgage assistance, claiming the only alternative is short sale, deed in lieu foreclosure, then increase mortgage payment XXXX per month to a already struggling homeowner. Please help me! This is wrong!! Thank you, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, telephone # XXXX
Company Response:
State: NC
Zip: 28625
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I AM A XXXX XXXX XXXX XXXXXXXXXXXX XXXX AN AM DESPERATE TO SAVE MY HOME. In XX/XX/XXXX I was contacted by PHH regarding their mortgage relieve program ... .I provided them with info they requested at that time and they reduced my payment from $ XXXX to {$670.00}. I made payments in that amount on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. However PHH returned the XX/XX/XXXX amount of {$670.00} to my bank account with no explanation. I contacted PHH and was told that I did not qualify for the program as there was a problem with my title. I requested that they tell me what was wrong... or provide me with a copy of the title that they were using in their determination ... .but they refused to simply tell me what the issue is so I could resolve. They then stated that they were starting foreclosure proceedings immediately. I made calls and contacted all agencies re : the status of my title and was told over and over there was not a problem with the title including lien searches thru XXXX XXXX XXXX and a company that specializes in lein searches. PHH then proceeded on a rampage of calling me and stating I was in foreclosure and they were taking my house several times per week but never offering assistance on how to resolve the issue even to the point that they sent me a letter stating as much. I spoke to an attorney and he looked at the info I had gathered and thinks that the " lien '' that they are referring to is from XXXX XXXX XXXXwho are no longer an entity- who held my loan before it went to PHH..>they would be the lien holder as my mortgage carrier, however, that issue is not valid any longer as PHH bought my loan from them thereby severing that contract.! I am in the beginning process of filing formal complaints with : Federal Trade/Banking Commission XXXX XXXX XXXX in Arizona, New Jersey XXXX Florida and Maryland
Company Response:
State: AZ
Zip: 85032
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was ill, I lost my income, I tried to negotiate with the bank to try to do a modification, recently I tried to do a short sale in order to preserve my credit and maintain hopes that in the near future if my financial situation turn around I will be able to purchase a home for me and my family. The lender has stalled my request for mortgage assistance as they have denied a 3rd party authorization to speak on my behalf although I have granted them permission. The mortgage has several violations 1st the lender does not have the original mortgage note and has not presented the original mortgage note 2nd the lender has not acted in good faith to resolve this matter with me 3rd the lender although I had covid and my family was ill the mortgager did not acknowledge or offered me any COVID relief during the period thaXXXX XXXX XXXX XXXX 4th the mortgagor failed to comply with RPAPL 1304, 1306 & 1307 Finally I would like a full copy of my mortgage records to be forwarded to me from the lender which is to include all payments, mortgage notes & assignments, default notices, and all proof of compliance with the NYS and Federal Mortgage laws.
Company Response:
State: NY
Zip: 11758
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage provider ( PHH Mortgage for XXXX XXXX Mortgage ) has repeatedly failed to apply payments I have sent to be applied to principal, to the principal, despite me following their process for designating extra payment to principal and refuses to correct the issue they caused. The most recent case of this was a payment of {$6000.00} I sent as extra payment on principal on XX/XX/2022. When I received my statement, though, I saw that PHH applied part of this as extra payment in principal, but used part as a monthly payment, and did not make my automatic XXXX payment withdrawal. I reached out to PHH twice ( most recently XX/XX/2022 ) to ask them to correct this. They say they can not, and suggested I instead just make another extra payment because of their mistake ( but that I am still paying interest on the higher principal since they did not apply my payment as they should have ) and will not provide information on how they will ensure my payments are applied correctly in the future. I want them to correct their mistake from the date my payment was made so that my principal reflects the payments I have made and to provide a clear assurance that they have processes in place to avoid future misapplication of my payments.
Company Response:
State: OR
Zip: 97266
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have reached out on the behalf of the borrower to the last known mortgage holder to obtain a Discharge. They have provided the attached letter stating that they can not help with the Discharge. This mortgage has been paid off. I need to obtain a Release/Discharge for the following : Mortgage from XXXX XXXX XXXX XXXX to XXXX as Nominee for Mortgage Master recorded with XXXX XXXX Registry of Deeds at XXXX, Page XXXX ; as assigned to GMAC Mortgage, XXXX via XXXX recorded with said Deeds in Book XXXX, Page XXXX ; and purportedly discharged by XXXX via instrument recorded with said Deeds in Book XXXX, Page XXXX. Please consider this a request for a Release of Lien from Ocwen as Servicer for GMAC Mortgage, XXXX.
Company Response:
State: MA
Zip: 02169
Submitted Via: Web
Date Sent: 2022-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The homeowner was approved for Maryland Homeowners Assistance Fund ( MDHAF ) assistance sufficient to cure the entire default with PHH Mortgage in XX/XX/2022. This payment was sent to them via certified mail and they signed for it, but they still have not found it. A copy of the HAF award letter is attached.
Company Response:
State: MD
Zip: 21202
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, 2022, we submitted a request to cancel our PMI insurance as we believed that our home value had increased enough to cancel this. We paid the fee for the appraisal through our lender PHH mortgage and they were supposed to submit the request to an appraiser. After two months, we still had not heard back and contacted PHH again. They assured us they were working on finding the appraiser. Our appraisal was completed and submitted to them on XX/XX/2022. On XX/XX/2022 we submitted a request to see the appraisal. We were told they would respond to our request in ten business days. We did not hear back. We contacted PHH again on XX/XX/2022 and spoke with an escalation manager who told us we would hear back within three business days. Again we did not hear back from them. On XX/XX/2022 we called PHH again asking for a resolution and a copy of the appraisal. We were told that they could not provide either of those at this time, and the PMI department was unreachable. We were also told that the PMI department could decide that our appraisal had expired at any time starting the process over. This has been going on for almost six months with no resolution and we continue to pay PMI and have not seen a copy of the appraisal. We have contacted PHH many times, and can not get this resolved.
Company Response:
State: AK
Zip: 995XX
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our loan is with PHH Mortgage XXXX ( formerly Ocwen ). Back in 2012, we got behind on our mortgage but we were able to do a modification and have been current ever since. As a result of the modification, there was a balloon payment tacked on to the end of the mortgage. Our intention is to pay off the mortgage ( we are actually including additional principle payments each month ) so we can stay here the rest of our lives. I am XXXX and my husband is XXXX. We want to start making payments against the balloon payment so that we are not faced with refinancing when the primary mortgage is paid off ( in 9 years ) or in the position of facing foreclosure because we can't get financing at our respective ages. I asked PHH if we could do this and they said, '' No. '' Why? Because " they are not set up to do that. '' This seems like a perfectly reasonable ask. And I don't see a downside for PHH because they would be getting their money sooner than expected. ( All of which I pointed out to their representative. ) The only downside I can see for PHH is that it would take away their ability to grab the house if we can't get it refinanced or have {$120000.00} ON HAND to pay off the balloon. Obviously I am very concerned about this and would appreciate any help you can give us to get PHH to accept payments against the balloon payment. Thank you.
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2022-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: Tried to get information in regards to the investor on my mortgage which is in deed XXXX XXXX. Once gave them information my account is not being pulled up. My social security and last name are being used with them for a different account that I am not part of. They said they will look into and have no reached back out to me. At first they stated they are not the investor in my mortgage. So they can not approve nor deny any refinance or loan issues. Then once given social security number again they state they cant find by first name only social and last name, that the first name they have on file is someone totally different that is using my social. They are not helping resolve this issue. Because of them I could not remodify my home loan and am on the verge of losing my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33844
Submitted Via: Web
Date Sent: 2022-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I requested mortgage relief starting on XX/XX/XXXX through loan solutions website per the directions of PHH online service for help. After not receiving a call for several weeks on status I reached out. They told me that they needed additional information in which I uploaded additional info on XXXX. Called back on XX/XX/XXXX and they said they needed additional documentation as they couldn't see anything that had been uploaded to the XXXX XXXX website even though I could clearly see my documents. They said I needed to email them so I did. XXXX they wanted more documents and I emailed them. XXXX more documents emailed. XX/XX/XXXX more documents emailed XXXX more documents emailed to them XX/XX/XXXX supposed to have yet another call with Relationship manager at XXXX and no call came in so I reached out and they said that they still needed another documents It is important for me to note that EACH and EVERY time I asked if this was ALL the documents they would need because I was sending the same items in over and over. I also asked if this was being reviewed by the Underwriter and if that is what he/she was requesting. I can honestly tell you that each time I talk to them they give me a different answer of what the status was is or what items are needed. I am in the XXXX XXXX and am very aware of the process and procedures and it is an absolute shame that this company is in existence. I can't even imagine what someone with no industry experience would be going through right now. I have depleted all of my savings and am pulling money from my XXXX account, etc. to make sure my mortgage stays current. What I have described above is just the beginning of my experience with PHH in trying to receive some help from being impacted by Covid. The calls above are only a few of the calls I have made. I have begun to ask if the calls are being recorded for future reference ( I tell them I want to make sure this is being documented ) and they tell me that they are. I am asking not only for my help but to help others who are in need and going through this process with a company that clearly should not be in business.
Company Response:
State: CA
Zip: 93455
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A