Date Received: 2022-09-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern, I would like to file a complaint with PHH Mortgage in a matter concerning the removal of my mortgage insurance removed. I first contacted PHH by phone around XXXX XXXX to find out how I can request an appraisal on my primary residence to document I have sufficient equity with an LTV of equal to or less than 80 %. This home was purchased in XX/XX/XXXX. I was told that a letter would be sent to my residence by mail and I can expect to receive it within 5-10 business days. After receiving the letter, I contacted PHH again to clarify if the same type of appraisal would be required if I was documenting I made sufficient improvements to increase the value of the home since the purchase date or what the home is worth in the current market having been seasoned at least two years. I was told that the same appraisal type would be used for both and their seasoning requirement was based on the date of the first mortgage payment. I sent a check to PHH in the amount of {$150.00} for the cost of the appraisal. It was cashed on XXXX and I have yet to have an appraisal scheduled. I am now writing this letter on XXXX after multiple phone calls with PHH on XXXX, XXXX, XXXX and XXXX. Each time I am told that my matter is being escalated to the proper people and I am also not provided a definite reason as to why it can not be scheduled. I finally informed them that I would be placing a complaint with the FCPB if I did not have an appraisal scheduled by XXXX. I have had no further contact since then. I relayed my concerns to the agent that I feel PHH may be waiting out the current market with interest rates rising in an attempt to impact the value of my appraisal. Per the letter I received from them, I can expect to wait an additional 15-20 business days for them to review the appraisal after it is completed. ( This letter is attached with the complaint ). I am now 26 business days after my check was cashed without an appraisal scheduled and can expect to wait at least another 15-20 after the appraisal is performed. Please let me know if you can be of any help in this matter.
Company Response:
State: NJ
Zip: 081XX
Submitted Via: Web
Date Sent: 2022-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2022 my mortgage company ( PHH Mortgage ) sent me a letter stating they did not have proof of insurance ( flood/wind ). I live in a condo. I contacted the XXXX XXXX insurance rep who gave me the info to send in and she also sent the info in. PHH said they did not receive and purchased in insurance on my behalf in the amount of {$410.00}. I contacted PHH and condo insurance rep. We had a 3 way call and all insurance info was sent in once again. On XXXX XXXX PHH refunded me {$280.00} and on XX/XX/2022 PHH refunded me {$130.00}. In mid XX/XX/2022 PHH mortgage sent me a letter stating they do not have proof of insurance ( again ) and would be purchasing insurance on my behalf. I immediately contacted PHH and explained the above and waited on the phone while the PHH rep called the condo insurance rep and was told she sent the proof of insurance again and I would receive a letter letting me this. No letter has been sent to me and now PHH is calling me on the phone and asking for proof of insurance and threatening to purchase insurance on my behalf again. I am at my wits end. I do not know what to do at this point.
Company Response:
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2022-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We were in the process of doing a short sale. Unfortunately, I am unable to locate my 2nd mortgage which is causing a delay for us to move forward with the short sale. I have contacted over 20 banks and they do not have a 2nd loan on my property but the title company is showing an open 2nd mortgage. I have been informed that there is going to be an auction on the property on XX/XX/22. I am an ill man with XXXX have gone through numerous surgeries and just trying to have this resolved.
Company Response:
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2022-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Account servicing on behalf of XXXX XXXX XXXX XXXX was moved from PHH Mortgage Services to XXXX XXXX XX/XX/2019. Despite a letter from XXXX XXXX to PHH stating the account has been transferred and therefore closed, PHH continues to report the account incorrectly in open status, affecting my credit report. I have spoken to multiple people at PHH promising to resolve the issue over the course of the last year without resolution. Contacts include XXXX ( employee XXXX ), XXXX ( XXXX ) and XXXX ( XXXX ). My latest interaction with XXXX XXXX XXXX ) was to send documentation of the issue from the credit bureau and two letters from XXXX XXXX clarifying the issue and the transfer to XXXX, these items are attached. I have emailed XXXX 3 times receiving no response despite his promise to respond immediate upon receipt of my emails.
Company Response:
State: TX
Zip: 76092
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, We are trying to get our PMI removed from PHH Mortgage. We had tried to get the PMI removed in XXXX, but they filed the appraisal 10 days before the loan became over XXXX XXXX old, and they did not consider our partially finished basement a major project. Therefore, they rejected the PMI removal request. I then waited until the loan was past XXXX XXXX maturity and resubmitted a PMI removal request. The appraiser came in on XX/XX/XXXX and completed the appraisal. I asked for an update on XX/XX/XXXX, and they responded with the following message : " Your request is under review with our Private Mortgage Insurance ( PMI ) department. A letter of instruction has been requested for the account and will be mailed to the mailing address on the account. Please allow XXXX business days for the request to complete and additional time for delivery. '' I've called multiple times in the last several weeks and they continue to say that they are processing the request and that they've escalated it. They won't give me the appraisal number that should have been completed several weeks ago, and I'm concerned that they are stalling to see if the housing market goes down and then they will give back a lower number, and reject the removal request.
Company Response:
State: UT
Zip: 84057
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, XXXX XXXX XXXX filed an affidavit in the XXXX XXXX of deeds in XXXX, stating that XXXX XXXX was the foreclosing mortgagee and was the note holder of the original Note ; that affidavit was fraudulent ; the Note was held by XXXX XXXX who filed an affidavit on XX/XX/XXXX, stating that the original note is lost and they are unable to locate the note. In XXXX, a foreclosing entity must have the mortgage and the original note to be entitled to foreclose, which XXXX XXXX does not have the original note because it was lost. In contradiction to the affidavit filed at the registry of deeds, XXXX XXXX produced a fraudulent affidavit stating that they were acting as an agent on behalf of the original note holder ; that affidavit was false because the affiant retracted his statements. XXXX XXXX now threatened to foreclose on my property ; they denied me a loan modification. This conduct by a XXXX XXXX is fraudulent because they are neither an agent nor the original note holder,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02048
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I reached out to PHH Mortgage Services back on XX/XX/2022 about having my PMI removed from my mortgage. They mailed me a form to request an appraisal and charged me {$150.00} to do so. I filled out the form and mailed it back to PHH with the check. PHH cashed the check and scheduled a property appraiser to visit my home to perform the appraisal. The property appraiser visited my home in XXXXXXXX XXXX ( I don't have the exact date, it was near the end of XXXXXXXX XXXX ) and performed the appraisal. Its been a month now, but they have failed to drop my PMI. I opened a case with PHH early XXXX to find out why it was not dropped quickly as it is clear my property has increased in value enough to drop the PMI. Ive emailed customer care at PHH on XX/XX/XXXX, but have not received a response. I emailed again on XX/XX/XXXX and again, no response. I called Customer Care just now, XX/XX/2022 and when I requested to speak to a manager, all of a sudden, they couldnt hear me. It took me over 6 minutes to reach a customer service representative, navigating through a myriad of options that kept sending me back to generic loan information. I had to enter my last 4 ssn numbers 3 times before I finally got to a representative. This is unacceptable. The voice response was unacceptable going through loops and the representative making excuse to not escalate my call to a manager. I paid PHH for the appraisal, but they have failed to drop my PMI and several attempts to resolve the manner have failed. Customer service is terrible.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have applied for loan modification since XX/XX/2022. They stated once my information was received we can continue paying the mortgage. Everything was sent that was requested with even more information on top of it. The income was more than XXXX of the value of the house. They have proof I can pay for the mortgage but have denied the re modification. They keep stating to send the information again. I do and its the same thing all over. Have been on the phone with them religiously about 3 or more times each month trying to get this straightened because you have to wait a while before they process the paperwork. I uprooted my life with XXXX small children from XXXX back to XXXX to save my childhood home with the guarantee from them that the loan under my father could be remodified with no issues. He is XXXX so I will be living in the home with my family and keeping it in our family for years to come. They state there is nothing else they can do. We were trying a different option which they told us we could which was to refinance through an outside bank. But they will not give us the requested paper work to do so. They are stopping us from refinancing as well as remodifying this loan. We dont know what else to do. I can not be evicted with XXXX small children and nowhere to go. I have given them everything I could. Documents after documents proving I can pay the mortgage today or tomorrow but they refuse everything.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08861
Submitted Via: Web
Date Sent: 2022-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: There never was any proper chain of title which I now have proof of and in XX/XX/XXXX I received an IRS form XXXX for XXXX from the " servicer '' with an open loan number and zero owed on the principal balance of the home yet I was unlawfully foreclosed on XX/XX/XXXX?? They never applied the insurance from my husbands death until XXXX after a letter was sent to the Colorado Insurance Commissioner?? My husband passed XX/XX/XXXX and they were fully aware of the insurance which I also have proof of. I have so many documents of the corruption and theft of my home! I fully expect justice to be done and my home returned to me and punitive damages to be paid! I have a series of events and all documentation of any and all allegations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: we have had several issues with PHH Mortgage not processing our monthly payments and then not notifying us of the payment reversal till weeks or a month later. By this time we are charged a late fee and our credit score is affected and reported against. We have had the issue happen both when we pay over the phone and recently on XX/XX/XXXX and XX/XX/XXXX when we paid on their online portal. I XXXX was told that the phone payment was returned due to our bank account number being wrong ( it was missing a " XXXX '' ) i spoke XXXX the PHH rep and he told me the routing and account # 's and they where correct XXXX for XXXX " XXXX '' was missing in the XXXX XXXX digits. He corrected the issue. I thought since it was corrected we where good. We then paid online XX/XX/XXXX & XXXX to cover XXXX and XXXX 's monthly amounts we owed. We have had issues since XXXX XXXX our clients not paying us on time so we got behind several times. The payments where then returned on XXXX & XXXX with no notice from XXXX till around XX/XX/XXXX. I called PHH again on XX/XX/XXXX to make the now XXXX days late XXXX payment and address the returned online payment. They told me the bank and routing number and of course it was missing the same " XXXX ''. I told them this was fixed a month to XXXX ago what's the deal? They said that the online account # would only be entered by me and they couldn't have messed it up. My thoughts : Why did both their XXXX payment methods have the same issue and they could fix the phone XXXX but not online??? My XXXX called PHH on XX/XX/XXXX to once again try to address the issue the PHH rep tells my XXXX again they couldnt have caused it and the best way to fix it is delete the current payment info and enter the correct amount so my wife does this. My XXXX did this w/o looking to see if the account # was missing the " XXXX '' so the issue should be addressed now but we have XXXX XXXX days late notice on our credit report for XX/XX/XXXX which we paid in time but then where reported late due to PHH constant inability to process a payment, notify us about it in a timeframe before its reported as late and past their XXXX days grace period. This happened before with a phone payment but im not sure the timing to know if its the cause of the XXXX or XX/XX/XXXX late reports we have on our credit score but I would expect XXXX of them is as they have caused the XXXX one now on our XXXX round with them.
Company Response:
State: TN
Zip: 37311
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A