Date Received: 2022-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to recast/reamortize an existing loan for about two months. XXXX/PHH mortgage has utterly failed to process the request. I have now requested a payoff quote and they do not respond. Here is the communication log that has failed to produce action on their part : XX/XX/XXXX XXXX XXXX XXXX XXXX minutes XX/XX/XXXX XXXX XXXX XXXX XXXX minutes XX/XX/XXXX XXXX XXXX XXXX XXXX minutes XX/XX/XXXX XXXX XXXX EMAIL SENT Recast Letter XX/XX/XXXX XXXX XXXX EMAIL RECEIVED Please allow 2 business days XX/XX/XXXX XXXX XXXX XXXX XXXX minutes XX/XX/XXXX XXXX XXXX EMAIL SENT Follow up XX/XX/XXXX XXXX XXXX XXXXMAIL RECEIVED Auto response XX/XX/XXXX XXXX XXXX EMAIL RECEIVED Recast submitted, please allow 10 calendar days XX/XX/XXXX XXXX XXXX EMAIL SENT Follow up XX/XX/XXXX XXXX XXXX EMAIL RECEIVED Auto response XX/XX/XXXX XXXXXXXX XXXX EMAIL RECEIVED Still processing XX/XX/XXXX XXXX XXXX XXXX XXXX minutes XX/XX/XXXX XXXX XXXX XXXX XXXX minutes XX/XX/XXXX XXXX XXXX EMAIL SENT Follow up XX/XX/XXXX XXXX XXXX EMAIL RECEIVED Auto response XX/XX/XXXX XXXX XXXX XXXX XXXX minutes XX/XX/XXXX XXXX XXXX XXXX XXXX minutes XX/XX/XXXX XXXXXXXX XXXX XXXX XXXX minutes
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 870XX
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2022 I requested from my mortgage company PHH Mortgage ( Parent Company : Ocwen Financial ) that the PMI removal process be initiated for my home, via an appraisal. Nearly a month after requesting this, on XX/XX/2022, I was met with an email saying I had yet to complete the required documents. This was erroneous because I had sent them in, in the beginning of XXXX. Regardless of this, I persisted and was finally able to get an appraisal ordered, through XXXX XXXX XXXX ( Parent Company : XXXX ) and after XX/XX/XXXX, the date of the appraisal, I followed up with the appraisal company only to find that the order had been canceled. Not sure how this happened, but nevertheless, I contacted my mortgage company only to find out that they had no knowledge that it had been canceled, which was very hard to believe. At this point, I ordered a new XXXX ( XXXX XXXX XXXX ) from my mortgage company, which was completed by XXXX XXXX, XXXX, NV and sent to my mortgage company XX/XX/2022. At this point, I waited a very, very long time and made calls to XXXX XXXX, PHH, and the appraiser. The appraisal company told me the appraisal was completed and sent over XX/XX/XXXX, and one agent even informed me that the value was high enough to have the PMI removed. I also spoke to the appraiser himself, who informed me it had already been sent out and that he had completed the XXXX to reflect the proper value of my home for the area ( which would be sufficient to have the PMI removed ). More than 40 days later, on XX/XX/XXXX, I was contacted by my mortgage company to be told that my request was denied on the basis that my home did not appraise at the proper value to have an XXXX of 80 %. I asked the value they had, and they told me a value that was {$5000.00} LESS than the value of my home upon purchase, nearly 1 year ago. This was when I knew something was amiss because not only did I receive confirmation from the appraisal company XXXX XXXX, but the appraiser himself too. In a conversation I had with the appraiser, he informed me that after he submitted the appraisal the first time, nearly 30 days later, the case was re-opened, and he was provided with alternate comparables that he was told to use. He suggested that the comps were not as relevant as the ones he used, but that in general, he does not like to rebuttal the banks, and instead, he bends to their will, because he claimed it would hurt his rating ( compensation ) for future jobs. I asked him if this was proper procedure, given that it should be an impartial assessment, and he confirmed that yes, it was more a reflection of what they wanted than a true, 3rd party appraisal. To me, it seemed like undue influence and leveraging compensation/a rating over the appraiser in order to achieve a desired development or reporting of a predetermined price point. At this point, my loan is transferring to a different mortgage company XX/XX/2022 and I am out of options to reconcile this with my current company. I have sought to resolve this with PHH Mortgage, but am stonewalled by my requests and am being told to 'send a physical letter to a po box to rebuke the appraisal. '
Company Response:
State: CA
Zip: 92116
Submitted Via: Web
Date Sent: 2022-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received a certified letter stating that my reverse mortgage was in foreclosure through PHH Mortgage. They stated that my signature did not match my original loan documents and they took foreclosure measures without any contact with me. I have been sick, but in order to save my house I had to go and get my signature notarized and send it back to them certified mail. I spoke with them 7 days later and they stated they did not receive it. I was able to pull up the tracking number for them and it had been received on XX/XX/2022. They stated they would open an " investigation ''. In the meantime, the threat of foreclosure is very real. I have made at least 10 attempts to contact them and have gotten no suitable answers as to why they are proceeding with this. All of my payments and requirements are up to date.
Company Response:
State: CA
Zip: 95838
Submitted Via: Web
Date Sent: 2022-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ocwen Loan Servicing Account # # XXXX XX/XX/XXXX thru XX/XX/XXXX. During this time, Ocwen improperly calculated loan balances, misapplied payments, late charges, failed to correctly process escrow and insurance payments. Ocwen compounded these failures by illegally foreclosing on my loan and submitting an erroneous 2nd lien on the property.
Company Response:
State: TX
Zip: 78240
Submitted Via: Web
Date Sent: 2022-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested to have my PMI waived on my mortgage based on major improvements to my home within the first two years of ownership. PHH sent me a request form and I completed it and sent in the {$150.00} fee for the appraisal. They cashed my check on XX/XX/25. Since then, they refuse to schedule the appraisal. I made multiple calls and filed an executive office complaint and no one has responded to get the appraisal scheduled. They have since requested costs associated with the improvements Ive made - this request was not a requirement of the original request form sent to me by PHH and costs are irrelevant. The appraiser will re-document improvements ; take pictures and assess the value. Costs are fluid and vary by contractor used, etc. and does not equate to value. Theyve had all documentation and my money for a month now and continue to refuse to get the appraisal scheduled. I went through the PMI waiver process with a prior lender within 2 years and they promptly scheduled my appraisal upon receipt of my request and fee. Im not the first customer PHH has refused to schedule an appraisal for.clearly its common practice to take customer money and do nothing. PMI is unorthodox for buyers who pay their bills. This is my XXXX mortgage ( perfectly paid ). I should not be penalized for paying my bills and not having 20 % down. PMI = revenue for mortgage companies and nothing more. It does nothing to protect consumers and in this instance its clear PHH wants to hang on to their additional revenue and are avoiding scheduling the appraisal. If the CFPB truly cared about consumers, the practice of PMI would be eliminated for those who have never defaulted on a mortgage regardless of down payment. I did not choose PHH, my lender sold my loan after only XXXX mos - lenders should be required to keep loans they originate for a minimum of two years. Another horrible practice that can negatively impact consumers.
Company Response:
State: TX
Zip: 75007
Submitted Via: Web
Date Sent: 2022-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have requested Mortgage Insurance to be removed as I have more than 25 % equity in my home. I requested this take place over 60 days ago and they are giving me the run around every time I call.
Company Response:
State: CA
Zip: 92563
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, In XXXX, I asked our company ( PHH Mortgage ) to remove PMI, which involved paying for an appraiser to come assess the value of our home. The {$100.00} check, which PHH requested we send to pay for the appraiser, debited our account XX/XX/XXXX. I called PHH to schedule an appraiser as soon as we could, which was delayed until XX/XX/XXXX. The appraiser came to our home on XX/XX/XXXX to complete the appraisal. I've called a few times over the last month asking for an update to the appraisal, and have been told they do not have one but will research what the delay is. I have been told twice that the investigation will take multiple business days, continuously delaying the results of our appraisal. Given the nature of today 's market, i was hoping to receive our appraisal results as early as we could, but PHH does not seem to have the same sense of urgency. A representative i spoke to was surprised that it's taken this long to get the results, so i'm hoping this complaint will help usher this process along.
Company Response:
State: DE
Zip: 19803
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-21
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: In late XX/XX/2021, the PHH Morgage company reported my account 30 days late. I made a payment on their electronic phone line on or about XXXX XXXX. A few days later I realized that my payment had not been drafted from my account and I called them. I was informed that there was a payment that had been rejected. I contacted my bank to verify this information and they told me that no payment had been attempted from the mortgage company. At that point it was after my 15 day grace period so I was worried about late fees. I called the Morgage company to make a payment and tell them about what was going on in an attempt to get the fees waived. After all, we are in a pandemic and every XXXX mattered. They told me no they would not waive the fee and that I needed to make the payment right away. I made the full payment right there over the phone with the rep. I woke up a few days later with a late payment notification from XXXX XXXX. I was very upset because I had been in contact with them about the issue. At that point, I called them multiple times only to hear that it was nothing they could do. I spoke to multiple managers about what happened and I was told to file a dispute with the credit bureaus. I asked the company for a letter from stating that my account was current and that it was in good standing and was never late. I added this letter to my dispute. The disbute came back verified, nothing was changed on my credit report and I dont understand how. Since my disbute I have called them once a month and I still havent received any positive solution. I dont know why they are unwilling to work with me on a system error. I have never had this issue of being late on a Morgage before. I am filing this complaint because I have tried to contact this company multiple times to rectify this issue and they have basically laughed in my face and told me to handle it with my credit report. This late payment has dramatically affected me and their reporting was not fair or accurate. Since then, they have transferred my Morgage to another lender.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We recently lodged a complaint with your institution against our mortgage company. Our loan became in default as we were told by the mortgage company 's attorneys not to make a payment UNTIL we received their statement by mail and that that could take few months to process. As we waited for the mail ( which never came ), we received notices of default. It turned the company changed our address of record without telling us and without our authorization and knowledge. As such, we never received the statement which, per their attorney, was a prerequisite to us making a payment. From there on, everything went south. A notice of foreclosure was recorded later not because we did not have a deal or didn't make a payment, but because our relationship manager told us not to make a payment ( when a payment was due ) because allegedly the company 's internal documentation was flawed and needed to be corrected. 2 days later, as we awaited the new promised paperwork on the approved modification, a notice of foreclosure was recorded. We have had multiple loan modification approvals, and payments thereon were made. Each time, the company would fabricate an excuse to cancel the modification and later ( start a new one ( after a long fight ). The company is trying everything without its power to cause us to give up or take our family home of almost 30 years thru foreclosure ( by refusing to accept tendered payments, while adding otherwise unnecessary exorbitant fees, including default/foreclosure/attorneys/inspection and other fees, and adding otherwise unnecessary late payment fees, and in the meantime allowing the past due amount to reach a point where we can not cure it to avoid foreclosure. Both my husband and I are elderly and are severely XXXX, and the company is aware of these facts. There are times where the company claimed that we had trial period missed, only to admit later that they never notified us thru any means that a trial period had commenced or was in place. We have repeatedly asked that the company send us time sensitive documents and communications via email as we never receive their mail ( and they tell you it takes at least 2 weeks for their mail to arrive, if it arrives ) and when we do it's always after the fact and after a deadline was missed or had expired ( of which we had knowledge since the mail never came ). Recently, modification was approved. All 3 trial payments were timely made. We followed up on the modification paperwork. It never came. We requested it be emailed but they only sent us an encrypted attachment that couldn't be accessed ( even by their agents ), We requested it be faxed or sent to us via an expedited mail service, they flatly refused. Instead, they canceled our modification claiming we never signed the paperwork ( paperwork we continuously demanded but they never sent us ). Please note that XXXX weeks ago, a new lawsuit was filed in Illinois by other homeowners based on this same set of facts. After a long fight with the company, they approved another modification, we made a timely first payment. When we tried to process the second timely trial period payment, they refused to accept it claiming that the first payment did not go thru because they had the wrong bank account information. It was their agent who took down the bank account information. If an error was made, it was made by their agent, not us. The company does not allow us to make a payment other than by phone with one of its agents. The company never contacted us to advise us of a problem and to correct the bank account information. Instead, they allege they sent us a letter by mail ( which we haven't received to date ) on or about XX/XX/XXXX, and they immediately 4 days later placed the loan in active foreclosure and recorded additional notices of default. Even if their letter was truly placed in the mail, a 4 day notice was of no value since they know and they tell you each time it takes their mail at least 2 weeks to reach the borrowers. A simple phone call to verify the bank account number would have avoided what they put us thru, an active foreclosure. Thereafter, we were having problems getting information from their agents. We were not able to reach our relationship manager for weeks. Supervisors were missing scheduled phone calls that were scheduled at our insistence because of the unavailability of our relationship manager. We filed a complaint with CFPB. The company then sent you a response which is self-serving and full of discrepancies, misrepresentations and distorted facts. In that response, the company also stated that it had approved a new modification, with a first payment due date of XX/XX/XXXX and with a deadline to sign and return the related paperwork by that deadline. We still haven't seen the letter they allege they mailed us with regard to the latest modification. If we don't see or receive the paperwork, we can't sign or return it ( as it had happened before ). Again, we recently requested that such documents be emailed to ensure our receipt thereof and prompt attention thereto. We were told that we would be receiving them by email. We have not received them thru any means to date. We are afraid we are going to miss the deadline for lack of receipt of paperwork ( as they had done before ). More important, the loan trial period payments are stated in their response to you to be approximately {$4900.00}. That is approximately {$400.00} more than we paid only 2 months ago for the last approved modification ( which they canceled because their agent committed an error in obtaining the payment information ). That is a lot of money and punishment for their mistakes. Please help us obtaining the documents that we need to see, review and return and please help us with the unexplained {$400.00} increase because of their mistake.
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2022-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I started the process of removing my PMI payments on XX/XX/2022. I finally received instructions via USPS on XX/XX/2022. PHH requested {$100.00} appraisal fee. However, I had an appraisal through PHH in XX/XX/2022 which I paid {$590.00}. On XX/XX/2022 I contacted them informing them of the appraisal I had through them. They requested a copy of the appraisal which I emailed on XX/XX/2022. They rejected the appraisal that PHH set up and still require the additional {$100.00}. I have emailed and spent over an hour on the phone with staff and supervisors and they refuse to accept the appraisal that THEY set up. It is absurd that I have to pay an additional {$100.00} after paying nearly {$600.00} for an appraisal! The emails are the generic rejection emails that seem automated. I spent an hour on the phone, over 40 minutes of that time was spent on hold.
Company Response:
State: PA
Zip: 19128
Submitted Via: Web
Date Sent: 2022-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A