Date Received: 2022-09-12
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 am trying to obtain a loan and my former mortgage company, Ocwen, has late 8 payments on my credit report that is hindering me from obtaining a mortgage loan. I made all successful payments and during the time that I made the late payments I was suffering financial hardship. Please help me get rid of the late payments from my credit report.
Company Response:
State: NY
Zip: 10034
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I never was late with my mortgage with the lender PHH mortgage. I refinanced my loan with XXXX XXXX. PHH was late in processing the loan paperwork and It took them more than 30 days to close the loan.
Company Response:
State: IL
Zip: 60641
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have applied for the Texas homeowner assistance program and XX/XX/XXXX and my file was updated on XX/XX/XXXX stating that my mortgage severer has not responded to their correspondences or emails and i was asked to contact PHH and ask them to please respond so that my application can be processed and completed. I called PHH and was told that they do not have anything from HAF program. I sent an email to the escalation XXXX Attention XXXX.. PHH continues to say that they have not received the request from the program and the program insist that they have sent the request and have received no responds, Case XXXX is my HAF number.
Company Response:
State: TX
Zip: 77053
Submitted Via: Web
Date Sent: 2022-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed a request to have PMI insurance removed per their policy because it was within 2 years of my mortgage. I mailed my application with check for {$150.00} around XX/XX/22. It was cashed by PHH Mortgage on XX/XX/22. I did many significant improvements on the home. The appraiser came out on XX/XX/22. Since then, PHH states they can't send me to appraisal and that they can't remove my PMI yet as they " need more time to process the request. '' It's been two months with no resolution. Every week they state that they don't have any answers. They also keep charging me PMI even though the escalation manager says it should be taken off. I have complied with all of their requests and I can't get any resolution.
Company Response:
State: CA
Zip: 94928
Submitted Via: Web
Date Sent: 2022-09-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage Services/ XXXX XXXX XXXX XXXX To whom it may concern, Upon running title on XXXX XXXX XXXX XXXX XXXX NY 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 XXXX name and has been collecting and servicing this loan. I also have ownership on this property, XXXX XXXX Attached is XXXX XXXX legal guardians authorization as well as title search for me to discuss this issue with your legal department ASAP. XXXX XXXX. Attached please find title search reflecting this fact.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11743
Submitted Via: Web
Date Sent: 2022-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This complaint is concerning the unethical business practices of PHH Mortgage, also doing business as XXXX Mortgage. On XX/XX/XXXX, my mother passed away. I immediately contacted the mortgage servicer to let them know, so that we could work through the process. In XXXX, I began making mortgage payments on her account to keep the account current. I also began the XXXX process in XXXX, with my first court hearing scheduled for XX/XX/XXXX, when my family asked me to administer my late mothers estate. I could not continue making 2 house payments indefinitely, and the account became delinquent in XXXX. My initial request to administer the estate was denied by the court and a hearing date in XXXX was established to appeal. Throughout XXXX and XXXX I was in constant communication with PHH Mortgage letting them know the progress I was making in terms of acquiring a buyer for the property, with the intention of using the proceeds to pay off the loan. PHH assigned a Relationship Manager to my case - named XXXX XXXX. I have never actually gotten to speak with XXXX XXXX, even though he is listed as the sole point of contact on the account. At every appointment I schedule, I am passed off onto some other PHH representative. When I first explained the situation to PHH, they forestalled the active foreclosure and promised to work with me after this tragic and life-upending event. The Court again extended their final decision during the hearing in XXXX, and PHH said they would hold off on any adverse actions until the final decision in XXXX. In XX/XX/XXXX I was finally made the administrator of my dead mothers estate. I had an appointment scheduled for XX/XX/XXXX to speak to a relationship manager. When the XXXX came, I did not receive that call. I received a standard call from a PHH rep asking me to call them back. When I did so, I was told by the rep to wait for the relationship manager to call. I sent an email to PHH after the time window had passed, stating I didnt receive the call, and asking what to do. They said they had missed me, and offered to schedule a follow-up appointment for XX/XX/XXXX. I responded via email stating that I would like that appointment and confirming to please book me in for it. At previous appointments, I had been assured that foreclosure proceedings would be forestalled, since I was actively working to secure the funds for the payoff. Now I have been notified that my dead mothers house is in active foreclosure. We are just about to close escrow on the sale, and this could seriously damage the houses resale value. When I called PHH, they stated : We didnt receive your email, we will not schedule you an appointment until XXXX, and the foreclosure will not be put on hold. When I asked for the records from my previous relationship manager appointments, I was told those representatives were wrong in what they told me. When I asked what happened to my appointment for XX/XX/XXXX, I was told that they never received my email, and that it was incumbent on me to confirm whether or not I had actually been booked into an appointment. This is blatantly absurd. To summarize all of the above, PHH : - Sent FALSE AND MISLEADING DOCUMENTS concerning the property ( letters which provided a number to call stating that I could speak to a relationship manager directly- but I have NEVER been able to, and have only been able to schedule appointments for MONTHS out ) - Made FALSE AND MISLEADING STATEMENTS concerning what their stance on the property and intended actions and remedies were, then disclaimed all responsibility for their representatives words, which were made on RECORDED CALLS - Created a HOSTILE CUSTOMER EXPERIENCE, where I, as the customer, am told that if I follow the instructions on how to confirm appointments, contact the mortgage servicer, or take any other actions, it is incumbent upon ME to make sure their system does not glitch out and lose my correspondence - Provided FRAUDULENT CONTACT INFORMATION concerning the law office performing the foreclosure process ( they provide a number to call and state the customer can speak to the law office, but calling in only gets you to a robo-call tree, and if you dont have a foreclosure sale date or court date, which PHH DOES NOT PROVIDE, you can never speak to a human ) - REFUSES to take responsibility for their own system errors ( whether in correspondence or in appointments or even in automatic payments not being drafted- which was the cause of the first missed payment on the account ) - Finally, their customer service experience is a joke, their representatives are openly hostile most of the time, and they REFUSE to confirm anything they say in writing, likely for fear of self-incrimination. PHH/XXXX is an OPENLY PREDATORY mortgage servicer, PREYING on tragedy-stricken family members, LYING about their actions and statements, GASLIGHTING their customers into thinking that the customer is making mistakes when its PHHs processes and services that are mistaken, and more. I had to get a COURT ORDER in XXXX in order to even COMMUNICATE with PHH about the account, because they provided processes to follow for successor-in-interest documents and next-of-kin documents, ALL of which I submitted in XXXX or XXXX, and I had to submit them 3 TIMES because PHH provided erroneous contact or department info each time. During this time the house was put into its first foreclosure process, because PHH REFUSED AND RETURNED PAYMENTS ON THE ACCOUNT, and then stated that I could not make partial payments to bring the account current, but could ONLY perform a full reinstatement including the legal fees for the GHOST LAW OFFICE they use. Finally, throughout the ENTIRETY of this process, I have been BOMBARDED with calls from PHH representatives, up until they recently stopped during XXXX when I had finally secured a dialogue with the relationship manager. I can not categorize PHHs correspondence, actions, or behavior in any way besides BAD FAITH and UNETHICAL, and have lost sleep and suffered mental anguish for months in trying to deal with them in a forthright and upstanding manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: PHH reverse mortgage. My father died-XXXX Called PHH XX/XX/22 to find out what I needed to do ( selling property to pay reverse ). Uploaded documents on XX/XX/22 ( will, death certificate, letter of intent, questionnaire ) XXXX called to upload court executrix paperwork and they claim never received the XX/XX/22 documents XX/XX/22 Re uploaded ALL documents and executrix. XX/XX/22 received email for XXXX payout. XXXXunder contract Law office called for payout and wire instructions-was told there were no documents uploaded so they would not give payout quote. Faxed all documents again on XX/XX/22. Called XX/XX/22 was told nothing received could fax/email documents directly to payout department with request for payout quote. Faxed and emailed all documents again on XX/XX/22 to payout department. XXXXdocuments received but not uploaded would take 3-5 business days-will ask for expedited-call back tomorrow. XXXXcalled-no documents uploaded so cant give payoff quote-they are sending request to legal dept to look over documents before they can be uploaded and quote generated. This blatant delay tactic may cause the selling of the house to not go through. I need some help and for someone to look into the practices of PHH mortgage.
Company Response:
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH MORTGAGE Company Loan # XXXX homeowner : XXXX XXXX XXXX XXXX PHH sent my home insurance company a check # XXXX on XX/XX/XXXX via USPS for & XXXX to XXXX XXXX XXXX PHH waited till XX/XX/XXXX to send the payment when it was due on XX/XX/XXXX. XXXX XXXX has not, as of yet, received the check and are threatening to discontinue my home insurance. I am on autopay with PHH so my mortgage payment is NEVER late! I am concerned that they held the money to make money ( interest ) and will do the same with my real estate taxes which are due no later than XX/XX/XXXX to prevent a higher amount. Spoke with XXXX # XXXX at PHH XX/XX/XXXX at XXXX re escalation of this complaint. Insurance specialist XXXX # XXXX Why was this payment to the insurance company made late? Stating they called XXXX XXXX with no success but did not contact me! Do I have a promise that my real estate taxes will be mailed in on XX/XX/XXXX to prevent additional charges? I want an email from PHH when the real estate taxes are mailed with check #, who they paid to and what date as well as method-i.e. USPS
Company Response:
State: FL
Zip: 33071
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I submitted paperwork from the Department of Veterans Affairs as well as the Baltimore Municipal Department showing that I was now exempt from paying property tax as i am a XXXX XXXX XXXXXXXX veteran. I called at least two times per month between XXXX and XXXX to get a followup from PHH on the new escrow analysis and mortgage payment to reflect this change. On XX/XX/XXXX at XXXX XXXX EST I followed up again and and was instructed to send documentation via email showing that I was exempted. I submitted an email to PHH with a form from Maryland State showing the property exemption per a phone call with them and was told to send to XXXX. I called a week later and it was confirmed that this form was received and that they had forwarded to the escrow department for analysis. I also received this email as confirmation later that afternoon. Customer Care XXXX Fri, XX/XX/XXXX, XXXX XXXX to me Dear XXXX, The exemption has been forwarded to our Tax Department for review. For your protection, we have removed any personally identifiable information from your original inquiry. If you have any further questions, please contact us through our website at www.mortgagequestions.com or call Customer Care at ( XXXX ) XXXX during the following hours : Monday to Friday : XXXX XXXX XXXX XXXX XXXX ET Saturday XXXX XXXX XXXX XXXX XXXX XXXX ET PHH Mortgage Services, XXXX XXXX XXXX XXXX XXXX. XXXX, NJ XXXX The information contained in this communication is confidential and only intended for the personal and confidential use of the individual or entity to which it's addressed. If you are not the addressee ( or authorized agent ) indicated in this message, you have received this communication in error. Please destroy it immediately and notify the sender by reply email as any review, dissemination, copying or unauthorized use of this message is strictly prohibited. Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- From : XXXX XXXX To : Customer Care XXXX Subject : XXXX XXXX acct # Date : XX/XX/2022 XXXXXXXX XXXX EDT Hello Full exemption property tax. Regards, XXXX XXXX XXXX On the XXXXXXXX XXXX XXXXXXXX I was again calling to inquire about the escrow update as I received an email stating that my property tax bill was to be sent out of {$2600.00}. I called immediately to ask why the account had still not been updated as there was no property tax due. I again was told that this would be updated. Per their records the current escrow balance on the account was {$1600.00} as of XX/XX/2022. I called PHH on the second week of XX/XX/XXXX to find out that indeed the {$2600.00} property tax payment was still sent. This created an advance payment and overage of {$1000.00}. On XX/XX/2022 the State of Maryland refunded the {$2600.00} payment to PHH. This should have created a balance of {$4200.00}. Which would have been more than enough to cover the Home insurance bill due on XX/XX/2022 of {$2500.00}. Instead because This was listed as creating yet another advance payment on the account. My issue is that for 4 months PHH never created a new escrow analysis to show the updated amount needed in my account and subsequent refunding me my surplus on the escrow account from the refund of the property tax payment. Instead they applied it to their " advance payment ''. A new escrow analysis was not made on the account until XX/XX/2022. In which they then state I have a shortage of {$960.00}. I repeatedly asked for an analysis that showed what my account would have been if they would have actually completed the analysis after confirming receipt of my exemption paperwork from the state of Maryland in XXXX. Almost a month before the property tax bill would have needed to be sent out. PHH refuses to provide any information on what the escrow balance would have been if the escrow analysis was completed any time within the 4 months they had been notified of the exemption. I feel they are stealing and I would have actually been owed a refund if PHH had completed the escrow analysis during that time and they are attempting to keep the money. Secondly, I have submitted the needed form to PHH almost 3 weeks ago to the mailing address advised asking my account be taken off of escrow completely as I am capable of paying my remaining account with my home insurance myself. They have shady practices and after 14 years with this company I am tired of this.
Company Response:
State: AZ
Zip: 85143
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Following the price appreciation in home values over the past couple of years, i contact PHH Mortgage to request removal of PMI on my mortgage. I followed the instructions on the PMI removal process notice i received from PHH in XX/XX/2022. I paid the PMI removal process fee of {$150.00} on XX/XX/2022 and I have since been waiting on PHH to complete this process. My property is has way over 20 % equity based on any leading property site estimator or comps from recent sales in my subdivision. Despite numerous communications with this servicer, my request to remove the PMI has not been processed since my payment to get the process started in XX/XX/2022.
Company Response:
State: TX
Zip: 77406
Submitted Via: Web
Date Sent: 2022-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A