Date Received: 2023-12-12
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I have XXXX tax payments due in XXXX, as we have our property split across XXXX townships. In XX/XX/2023, XXXX was paid and XXXX was not. Every time I receive tax bills I scan them and email them to the mortgage tax email group as instructed. I followed up in XXXX as the one was never paid, and was told it would be paid ( now costing more, {$11.00} instead of {$9.00} ). In XXXX, I received a delinquency letter from my tax XXXX in my township stating it was not paid. I called and spoke to a woman who told me who the check was made payable to, a man I can not remember who, and where it was sent. Neither the name nor the address were correct from what is indicated on the tax bill, and the amount was incorrect, the check was for {$10.00}, not nearly {$11.00} as now due. I stated I wanted it cancelled and returned to my escrow account. In XXXX, I paid the XXXX township tax bill that was having issues, and let the escrow pay the other, I never sent them the township bill that was already an issue, only the first township bill. I saw on my account that both township bills were paid, even though I paid the one myself. I called XX/XX/XXXX to ask for a reversal on the smaller XXXX, because I never even gave them the tax bill. I was informed they also receive the tax bill ( so why was the XXXX XXXX not paid? ), and that they would research refunding this payment and the one late from XXXX. Finally, XX/XX/XXXX, I receive an email that the XXXX payment from the XXXX township will be refunded, however the XXXX XXXX will not, and there was a XXXX fee on the account I asked to be returned because the XXXX department is not doing their job I am not paying their fee. I was also told I could receive a letter or fax with a resolution. The entire reason this went on for so long from XXXX was because I never got a letter. I demanded a phone call or email, and they told me they ONLY mail or fax. I pushed and got XXXX phone call which I missed, and have yet to be contacted in return from my XXXX emails and XXXX voicemails. I was informed the XXXX amount was another tax fee for a duplicate bill, not the check that I was told was issued to my tax department even though I never requested a duplicate bill. PHH is the XXXX that didnt PAY the original bill, and they would not be refunding me the {$10.00} fee in XXXX, or in XXXX. I have since closed my escrow with PHH and will be paying it myself. I have called 4 times and left a message, and emailed XXXX, requesting information on getting the XXXX XXXX fees back, as the tax agency DID NOT do their job and therefore I refuse to PAY them for no service provided. This issue has gone on from XXXX through XXXX. My time is not free, and the time put into this issue caused by PHH has exceeded XXXX hours at this point. They refuse to refund the fees. I did not apply for a mortgage with PHH. We went with a company, XXXX, which we were familiar with and close to our home. Our mortgage was sold, which should be illegal in this country. If I have to pay closing costs to change mortgage companies, I should have to approve the sale of my mortgage as well. I am now stuck with PHH mortgage, who is NEVER a help, will not let you speak to supervisors, and can not allowyou to speak to their tax department to find out why they arent doing their ONLY job.
Company Response:
State: PA
Zip: 184XX
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/2023, XXXX XXXX XXXX, VA provided me my " 2023 Tax Relief Approval Letter '' which granted me the following relief for " 100 % of Real Estate Taxes and 100 % of the Solid Waste Fee. '' On XX/XX/2023, I submitted my 2023 Tax Relief Approval letter via email ( XXXX ) to PHH as instructed by the PHH telephone customer service representative. On XX/XX/2023, PHH recorded a Tax Refund of {$2600.00} based upon XXXX XXXX XXXX, VA 's 2023 Tax Relief Approval letter. However, they have continued to keep this amount. According to " XXXX, '' the PHH representative, after I submitted a copy of the 2023 Tax Relief Approval Letter, PHH states their " Tax Department '' updated their records believing the " taxes were only partially exempted, '' but did not deny my Tax/Escrow relief. PHH states my tax could not be processed without a new " estimated '' or " final tax bill. '' However, the said my request was not denied. It should be noted, PHH never communicated with me after I submitted my XX/XX/2023 letter. Additionally, they never communicated a need for a new " estimated '' or " final tax bill '' to either XXXX XXXX XXXX, VA or to me. This seems to be a major lapse in PHH 's operating procedure. As it stands, PHH states I will not receive my {$2600.00} tax refund until a escrow analysis has been performed. This should have been done at the first instance. Additionally, PHH should have communicated the need for more information. As a result, PHH has been sitting on my tax refund and has continued to collect my full escrow amount depriving me of money that would be due in an interest bearing account as well as affecting my ability to reduce my interest payments. I request my refunds be applied to my principal as soon as possible. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20112
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: I need help with a relief payment returned by mortgage company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33168
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: We submitted a file for a loan modification. We did another usual follow up call on XXXX where Phh confirmed the documents were being reviewed. Per rep XXXXid XXXX, she stated the file is under review as of on XX/XX/XXXX. She also stated on XX/XX/XXXX, the application was marked as complete and marked for final review and with underwriting.On XXXX, a letter was mailed out, please see attached. The letter stated that the application was receivedand being reviewed. It stated that they will determine if the application is deemed complete. But per our conversation with the lender PHH they had already stated that the same date the letter was sent out the file was indeedmarked complete and in final review. The rep stated the notes were placed after the letter was sent out deeming the file complete and with underwriting. We called back to phh for a status update and they advised that the file was denied and no longer review due to a sale date. How can they have a complete file, advise us the file is complete and with underwriting for final review and then backtrack. That is dual tracking which is illegal.Dual tracking is When a lender pursues foreclosure while simultaneously working with the borrower to mitigate the foreclosure. Dual tracking occurs when a lender receives a loss mitigation application from a defaulting borrower, but proceeds with both foreclosure and loss mitigation options.Per the consumer financial protection bureau it states the following-Restricted Dual-Tracking : Under the CFPBs new rules, dual-tracking when the servicer moves forward with foreclosure while simultaneously working with the borrower to avoid foreclosure is restricted. Servicers can not start a foreclosure proceeding if a borrower has already submitted a complete application for a loan modification or other alternative to foreclosure, and that application is still pending review. XXXX XXXX is XXXX XXXX XXXX and has XXXX. I am her daughter and have power of attorney for her which PHH has. This is criminal and XXXX abuse what they are doing. We are demanding that the file contine to move forward with the review like they previously stated. There is no reason for this to be happening.
Company Response:
State: MI
Zip: 487XX
Submitted Via: Web
Date Sent: 2023-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: My mortgage servicer offered me XXXX and reduced monthly payments during Covid-19 because I was quarantined and unable to work. I was promised a modification at the end of the pandemic. Instead, they conducted a Net Present Value test which indicates my house has increased significantly in value since my original purchase in XXXX. They have denied all modification reviews and now demand I make all back payments in full immediately. They suggest short sale or deed in lieu of foreclosure if I can not pay {$52000.00}. I believe they see an opportunity to cheat me and make a large profit because the value of my house is not relevant to what I owe. When the Homeowners Assistance Fund was created to help homeowners who were financially affected by Covid-19, my mortgage servicer encouraged me to apply but after working with HAF counselors for over six months with assurances that my application would be approved, I was suddenly denied because I had gone over the XXXX XXXX XXXX Conforming Loan Limits when I refinanced my house in XXXX from a 8.25 % rate to 2 %, even though I have a conventional loan, not a XXXX or XXXX loan. I need help communicating with my mortgage servicer to negotiate a plan to make the back payments. They refuse to offer a repayment plan at all. They see a tremendous profit if they can foreclose on my house, I hope that CFPB can help me to stay in my house.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20817
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Like many others in XXXX, due to XXXX, as a XXXX mother, I was forced to resign from my job and stay at home with my children due to their school shutting down and only doing remote schooling. My children were in XXXX XXXX and I had no other options. I applied for and was granted a Forbearance through PHH Mortgage Company and I was told once I was able to return to work, I should then contact them and a Modification for my mortgage would be made. I was assured my credit would remain in good standing and all would be ok. Immediately upon returning to work at the end of XX/XX/XXXX, I contacted PHH Mortgage and requested to start this process. At that time, I even requested to begin to make payments to my mortgage and I was told " NO '' as it would have a negative impact on my credit score. The process of having a Modification in place would take weeks and weeks. Once the modification was approved, my mortgage was now a 40 year loan and I was verbally told on the phone that I could make " extra payments to my principal so I would not have a 40 year loan and pay it off sooner '' and was told this was encouraged and I would not be penalized. As a general rule of thumb, this is what I have always chose to do. As I began to get back on my feet, I was able to make extra payments to the principal of my loan in XX/XX/XXXX through the end of the year. I made sure to send in a paper check with my payment coupon, with my written request of how much was to be applied to an extra principal payment. The next statement from PHH mortgage confirmed the extra principal payment was applied. In XXXX, I had an estimated $ XXXX extra applied to my principal, but a closer review of my records the following year, showed me that PHH Mortgage did not in fact apply those payments to the principal as I requested. At the end of the year, PHH Mortgage took those funds and applied them to outstanding late charges, other fees, etc. due to the forbearance and modification loan. I received documentation from them recently as I questioned this again when I did a Re-Fi and was basically told they could do this, even though the paperwork I have states part of the Payment deferral agreement/ modification / forbearance plan was to adjust the due dates to bring the mortgage current ( hence why this did not impact the credit scores ), defer the repayment and past due amounts ( I was told my missed payments would be added to the tail end of my mortgage ), and waive any late charges required. My escrow payments were increased to make up for that loss. And I was never, ever once contacted by PHH Mortgage and told by them that they were going to change where my requested monies would be applied too. I have other loans that I could have been paying down the principal, and that was my goal. Instead, PHH Mortgage just rerouted my money to suit them and profit over fees they told me I wouldn't even be subjected to and had me pay extra interest on a loan, when the principal should have been lower all along. This is just for XXXX, I haven't even looked at XXXX yet.
Company Response:
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: Good Afternoon, I have a mortgage loan from XXXX XXXX XXXX XXXXXXXX from XX/XX/XXXX. I subsequently researched the note, and I found out that person who signed my note ( allonge ) was not an authorized or official officer of the XXXX XXXX, instead she was an title closer, Lastly, the Note was signed in blank. Currently, my home is being foreclosed on, and there is evidence and affidavits that person who signed the note, acted out of capacity to defraud both the banks and myself of {$620.00}, XXXX. Wells Fargo Bank XXXX, as XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. are claiming to have the new assignment from XXXX XXXXXXXX. To date, there are no official endorsements or business records, from XXXX XXXX, to Wells Fargo. The Plaintiff, Wells Fargo Bank, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, having its principal place of business at XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXX XXXX XXXX is a Foreign State Banking Corporation duly licensed , organized and existing pursuant to the laws of their state doing business in the State of XXXX XXXX. Wells Fargo Bank, XXXX was never a legal registered occupant at the mentioned address during the dates of the Summons and Complaint. ( The landlord for the said property never rented, acknowledged them, never officially meet Wells Fargo Bank, XXXX, employees, management or staff, at the commercial space ).
Company Response:
State: NY
Zip: 11205
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: We received an escrow statement dated XX/XX/ stating that our monthly payment would be increasing by approximately {$200.00} per month this year, beginningin XXXX I called to find out what the reason for the significant increase was and was told that the value of my home had increased and therefore my predicted taxes were increasing. When I told the representative that my taxes have never increased that much and wanted to know the basis of the calculation, I was told " they have a formula '' and the burden of proving a less significant increase in this year 's coming taxes was on me. This then prompted me to make several phone calls to my local township, XXXX XXXX XXXX and the XXXX XXXX Tax Assessor. My property has not been reassessed. Today I spoke to XXXX on PHH 's Escalation Team and realized that my increase is due to an escrow mistake where PHH underestimated my local township taxes last year by over {$1000.00}. When I asked if my {$200.00} monthly increase is due to making up for last year 's miscalculation, he would not give me a yes or no answer and offered no apology. Many consumers can not afford a sudden and significant increase in payment with approximately 6 weeks notice and that may cause significant financial hardships. PHH knew of the error in XXXX and legally, I believe that we should have been contacted within 30 days of the error regarding correction options at that time.
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Florida, XXXX XXXX XXXX XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX, XXXX , DC XXXX Dear Sir/Madam, I am writing to bring to your attention the deceptive trade practices committed by the mortgage servicer formerly known as Ocwen, which later became PHH, and the subsequent injustices I have faced as a result of their actions. The following details the problematic nature of my interactions with PHH regarding my loan # XXXX encumbering the property located at XXXX XXXX XXXX XXXX, XXXX, Florida XXXX, from XXXX through XXXX, and the ongoing issues I have encountered since. Beginning in XXXX, PHH repeatedly refused to accept payments for my mortgage over a period of three years, despite my consistent attempts to fulfill my financial obligations. This led to a situation where they forced the sale of my home through foreclosure proceedings, causing significant distress and upheaval in my life. Moreover, the payoff amount included force-placed insurance for a period during which I already possessed coverage. Upon promptly providing proof of my existing insurance, PHH has continuously refused to refund the overage, despite my persistent efforts to rectify this matter. After I closed on the sale of the house and sent documented proof of insurance, when I called and spoke to the representative at PHH, he requested a verbal verification from my insurance agent. I promptly got her on the phone, and she confirmed coverage. Afterwards, I was led to believe everything was verified, and I would be getting reimbursement. However, after several weeks and no check, I called and was told that nothing had been received, and that I must provide proof once again. I promptly sent the policies to them by email as requested. I waited several weeks and called back. I was told nothing was received. I explained the situation again, and I was told it was probably because I had sent all of them together, and I needed to send each year individually. At that point, I sent each policy to them individually by year for the years XXXX through XXXX. Furthermore, after I provided the proof of insurance again, I began receiving a deluge of emails from PHH, each containing mixed messagessome indicating acceptance and others rejection. This barrage of contradictory communication persisted over a span of 22 days, from XX/XX/XXXX, to XX/XX/XXXX, during which I received a staggering total of 153 emails, all with mixed messages. This incessant and confusing correspondence has only added to the distress and frustration I have experienced throughout this ordeal. It is worth noting that I have dutifully provided proof of insurance from the year XXXX up until XXXX, as per PHH 's requests. Despite my unwavering efforts to comply with their demands and address their requirements comprehensively, the resolution of this matter has been needlessly complicated and prolonged. In light of these circumstances, I firmly assert that PHH is obligated to refund all force-placed insurance charges incurred during the specified time period. Regulation 1024.37 explicitly stipulates that, within 15 days of receiving evidence demonstrating that the borrower has maintained hazard insurance coverage, the servicer must : ( 1 ) cancel the force-placed insurance purchased to ensure the borrower 's property and ( 2 ) refund to the borrower all force-placed insurance premium charges and related fees for any period of overlapping insurance coverage, removing such charges. These actions by PHH have not only caused undue financial strain and emotional hardship but also demonstrate a clear pattern of deceptive behavior and unfair treatment towards consumers. As a result, I kindly request that the Consumer Financial Protection Bureau investigate this matter thoroughly and take appropriate action to rectify the injustices I have faced. I urge the Bureau to hold PHH accountable for their deceptive trade practices and ensure that they address the outstanding issues surrounding the forced insurance and refund overage. I am willing to provide any additional documentation or information necessary to support the investigation of this case. I hope that the Consumer Financial Protection Bureau will undertake the necessary steps to enforce fair and just practices within the mortgage servicing industry and provide me with the resolution that I rightfully deserve. Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution to this issue. Sincerely, XXXX XXXX
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: I filled out an application for mortgage assistance on XX/XX/2023 with PHH mortgage. It started with them stating that they never received my email when I have proof of delivery, they then one month later decided to request additional information which I gladly sent over the same day on XX/XX/2023 for a modification, to this date I keep getting the run around and still no answers on the application for a loan modification. No one in the company is able to assist or answer any questions or even transfer a phone to a a supervisor.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60451
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A