Date Received: 2022-06-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for mortgage loan with PHH mortgage company they approved for {$690000.00} loan. and after I singed a contract with a seller, pay an inspection fee for {$820.00}, deposited XXXX and after they locked me for 5.125 % interest rate for 30 years, they denied me a loan. I strongly believed the only reason they didn't want to give me the loan is, just they are discriminating me against, my XXXX XXXX, my ethnicity. for this reason, I lost the house I was in the process to buy. and i have an email responding with the company 's employer who was assigned to my application processing and also, i have a voice message which it was a congratulation we are going forward to give you a loan.
Company Response:
State: NV
Zip: 89139
Submitted Via: Web
Date Sent: 2022-06-17
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 have had complaint w/this company last year they overcharged on escrow fee 's which i had to issue a complaint and it was resolved where they had to retract the $ $ they were trying to charge me. I tried to refinance w/another lender but couldn't do it due to not saving enough $ $ this company purchased my home mortgage last year. This year my payment has gone up XXXX they are trying to charge me a anticipated amount with a required amount for escrow of {$1100.00}. I am not willing to pay these charges they are committing FRAUD on the comsumer and need to be shut down. They have serveral complaints against them for same issues.
Company Response:
State: AR
Zip: 727XX
Submitted Via: Web
Date Sent: 2022-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello I had water damage, and the insurance paid the claim. I signed the insurance check over to PHH for the repairs. The work has been completed now PHH will not release the funds of the check I signed over for the cost of the repairs. The contractor did the work, and I do not have the money to pay, and PHH is holding the money. I call PHH and get put on hold, with no payment to the contractor. This keeps me up at night. Thank you for your help.
Company Response:
State: CA
Zip: 92056
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: PHH refuses to give pay off to our parents reverse mortgage
Company Response:
State: MD
Zip: 21740
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a XXXX XXXX with the XXXX XXXX XXXX and I have made numerous attempts to reach PHH Mortgage company on behalf of a customer. Everytime I call PHH I am directed to a XXXX of a rep named XXXX. XXXX never calls back. This is an ongoing issue. There is no way to get in touch with anybody at PHH to discuss the mortgage default for my customer. Please investigate this issue. Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12601
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: XX/XX/XXXX PHH Mortgage which disguises themselves as a mortgage company but really, they are a debt collector. In XX/XX/XXXX I filed for XXXX XXXX bankruptcy and the bankruptcy was discharged XX/XX/XXXX, by Bankruptcy, Chief Judge XXXX XXXX. PHH Mortgage/debt collector obtained the discharged debt. Two previous debt collectors brought this debt ( 1 ) was the original debt collector and a second debt collector before PHH/debt collector. I sent them a copy of the discharge order and a letter explaining to the previous debt collectors stating that the debt was discharged in bankruptcy on XX/XX/XXXX. I attached a copy of the Judge 's debtor 's discharged order. And I never heard from them again. PHH Mortgage/debt collector has refused to stop sending mail to me stating that I owe them the discharged amount on the bankruptcy, and they have added money to the account from the pass 6 1/2 years totaling over 90K. I sent a letter to them stating that they are violating and ignoring my Debtor 's Discharge Order given by the U.S. Bankruptcy XXXX ordered by Chief Judge XXXX and my consumers rights. I can't handle the pressure any more I had given my neice the authority to talk to them. They refused to adhere to what I am telling them in my letter. They are still making contact with me to collect a debt that has been XXXX in bankruptcy that I do not owe and sending monthly statements, and they are even sent a woman from their company to physically come to my home on XX/XX/XXXX I had my niece call them on Monday, XX/XX/XXXX about the woman who came to my house leaving a piece of paper to have me call them. And so, my niece did contact customer service they refused to connect her to the bankruptcy dept. The customer service rep. had her on hold for over 20 minutes. When he came back to the phone, he told her they have no way to connect her to their Bankruptcy dept. But, the customer service rep. also stated that the house was taken out of their bankruptcy dept. and put back in to active files to collect or foreclose on the property. He told her to send an email to customer service to inform the bankruptcy dept that she needs to speak to someone and they would contact her in 48 hours well that never happened. My aunt is XXXX XXXX XXXX her health can not handle the aggressive pressure from the debt collector 's illegal practices at PHH Mortgage/debt collector. She has serious issues breathing if she can talk for a minute or two she immediately loses her breath and she has to get on her ventilator and at that point she can't talk anymore for awhile. She is on oxygen and other medications. She is a nervous wreck when she receives phone calls or mail from PHH XXXX XXXX. She has been hospitalized several times because of the abusive aggressive manner about a debt she does not owe to anyone. The statute of limitation is five years in the state of Florida it has been 6 1/2 years to date. Legally they can not sue her for the discharged debt in bankruptcy and because of the statute of limitation of 5 years in Florida has passed. But, most of all the debt was discharged and now they have continued violating the bankruptcy discharge order from XXXX XXXX XXXX XXXX. I am asking that you make them stop all communication with my aunt ( XXXX XXXX ) her health is not good at all and my family and I are afraid what could happen to her if the aggressiveness of the debt collector does not stop. Because, PHH Mtg/debt collector is breaking the law and her consumer rights as well.
Company Response:
State: FL
Zip: 32065
Submitted Via: Web
Date Sent: 2022-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have title of my families home and have been in charge of the mortgage for over 15 years I received one of the first modifications many years ago. The loan is originally under my grandmothers name with me deemed successor of interest of the loan. I have title of my families home and have been in charge of the mortgage for over 15 years I received one of the first modifications many years ago. The loan is originally under my grandmothers name with me deemed successor of interest of the loan. My home is currently listed publicly in foreclosure, last year I applied and was approved for a loan modification in which I completed all my trial payments in XX/XX/XXXX the loan company then said I needed to assume the loan since for all these years Ive been listed the successor of interest in my home loan. Upon submitting the documents for the assumption I was denied for the assumption due to the fact that the homeowners insurance which is paid through the mortgage would not update the policy to have my name on it because the mortgage company wouldnt list me on the mortgage until the insurance company listed me on the insurance. My relationship manager with the mortgage company told me this would only take a matter of days and be an easy fix in an email with the mortgage company Ive now been told my assumptions been denied I did re-submit the assumption they stated that will take a additional 60 days and then they stated that my modification has been denied. I was not expecting this. Modification finalized payment is truthfully above level of affordability so now I would like to seek my options and see if I could be approved for a refinance to achieve the lowest monthly payment possible. Due to the modification I did file bankruptcy, XXXX XXXX, and that was finalized in XXXX. Notes - Successor of Interest of the home loan - Granted from XXXX years ago - Modification Application- Approved- XX/XX/XXXX Modification Trail Payments- Completed XX/XX/XXXX Succesor of Interest - Re confirmed by mortgage company - XX/XX/XXXX Insurance Policy - Renewal from mortgage company - Incorrect policy holder - XXXX Assumption Packet - XX/XX/XXXX Succesor of Interest -Re confirmation letter by mortgage company - XX/XX/XXXX XX/XX/XXXX XXXX updates to application for assistance- Two Unspecified email received stating updates to application for assistance. When calling in regards to this message received no updates where giving Modification Application - Resubmitted by mortgage company - XX/XX/XXXX Relationship Manager- Appointments made with Relationship Manager - Upcoming Appointment - XX/XX/XXXX - XXXX pm - XXXX pm Past Appointments - Recent XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX Phone Calls made - Recent XX/XX/XXXX - Research submitted to reach department- on XX/XX/XXXX Modification Application - No Updates Assumption Application - No Updates Please read - Outcome - I believe the best outcome would be - My assumption to be completed so my home loan is fully finalized under my name, my modification to be approved and finalized since Ive already completed my trial payments from XXXX XXXX and XX/XX/XXXX. My home loan term length 30 years including property insurance My monthly mortgage payment to be under {$2500.00} monthly in my interest rate to be a fair market interest rate Thank you
Company Response:
State: CA
Zip: 90808
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This complaint concerns serious violations of the Real Estate Settlement Procedures Act ( RESPA ). Although there are numerous violations under RESPA by more than one lender, I will direct this complanit to the most severe of the violators, PHH Mortgage Company! PHH Mortgage, who was our original lender when we purchased our home, has committed acts of mortgage fraud concerning our mortgage loan ( s ). PHH Mortgage has committed these violation without our knowledge and or consent. If you review the attached HUD-1 Settlement Statement ( s ) you will see that the statements are without our signatures on them. However, the figure on the statements that claimed PHH Mortgage gave " CASH TO BORROWER '' in the amount of {$35000.00} in a refinance transaction in XX/XX/XXXX, and again gave " CASH TO BORRWER '' in the amount of {$11000.00} in XX/XX/XXXX. Both of these statement are false/fraudulent statements because we never received any funds from these purported refinance transactions. In addition, we were not aware of the outrageous refinance fees totaling {$60000.00} in XX/XX/XXXX, and fees totaling {$16000.00} in XX/XX/XXXX. This is a classical case of lender stealing homeowner 's EQUITY using ficticious figures to swindle homeowners. The evidence concerning these allegations are in the attachments to this complaint. ( See Mortgage History, and excerpt of Securitization Audit ), and ( See HUD-1 Settlement Statements ).
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: LOAN MODIFICATION STARTED XX/XX/XXXX I HAVE BEEN CONTACTING PHH MORTGAGE FOR AT LEAST 3-4 YEARS FOLLOWING UP ON A LOAN MODIFICATION. MONEY HAS BEEN SPENT ON NOTARIES AND CERTIFIED OVERNIGHT MAIL.. STILL NO APPROVAL AND YET AGAIN PHH MORTGAGE IS ASKING ME TO START THE PROCESS ALL OVER AGAIN. THIS MORTGAGE COMPANY IS VERY UNPROFESSIONAL AS WELL AS THE STAFF WHO WORKS THERE. I HAVE EMAILED REQUESTED DOCUMENTS AND SPOKEN WITH NUMEROUS STAFF MEMBERS AND IT SEEMS LIKE EVERYONE HAS AMNESIA WHEN I ASK IF MY DOCUMENTS WERE RECEIVED. HERE I'AM IN XXXX STILL NO RESOLUTION. UNBEKNOWNST TO ME NO ONE HAS YET TO REACH OUT AND ASSURE ME OF MY ACCOUNT STATUS. HOWEVER, WHEN I DO RECEIVE A PHONE CALL, ITS ONLY TO INFORM ME OF MISSING DOCUMENTS AND/OR EXPIRED DOCUMENTS RECEIVED. AS OF XX/XX/XXXX I FINALLY RECEIVED AN ACCEPTANCE LETTER STATING MY LOAN MODIFICATION WAS APPROVED. PAYMENT WAS MADE ON XX/XX/XXXX, LATER I RECEIVED A DENIAL LETTER FOR MISSING DOCUMENTS. REASONS BEING MY MIDDLE INITIAL WAS NOT WRITTEN ON THE NOTARY DOCUMENTS ''REALLY '' PHH MORTGAGE SENT THEIR OWN NOTARY TO MY PLACE OF EMPLOYMENT TO CORRECT THE LEGAL NAME. UNKNOWINGLY, THERE WAS A DEADLINE FOR THE DOCUMENTS TO BE RETURNED BY THEIR ASSIGNED NOTARY AND I'M TO BE HELD ACCOUNTABLE FOR DEADLINE. AS OF TODAY XX/XX/XXXX, I RECEIVED A PHONE CALL FROM PHH MORTGAGE STATED MY LOAN MODIFICATION WAS NOT ACCEPTED AND I NEEDED TO START THE PROCESS ALL OVER AGAIN. AFTER MAKING 3 ON-TIME PAYMENTS I WAS TOLD BY A SUPERVISOR THAT SOMEONE WILL REVIEW MY ACCOUNT AND REACH OUT TO ME. I'M DEALING WITH STRESS & XXXX BECAUSE OF THIS PROCESS AND NO ONE IS TAKING THE INITIATIVE TO RESOLVE MY ISSUE ; YET EVEN READ THE NOTES IN THE SYSTEM BEFORE CALLING ME. I HAVE A RELATION 'S MANAGER BUT SOMEHOW MY DOCUMENTS ARE STRANGELY DISAPPEARING. THIS IS BY FAR THE WORST MORTGAGE COMPANY I HAD EVER EXPERIENCED.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom it may concern : I am writing this letter to try and receive some assistance that I can't seem to acquire from your front-line agents. In XXXX, I fell on hard times as a result of XXXX and needed some assistance in catching up on our payments. We originally were on a forbearance plan that we maxed out and were advised we qualified for a loan modification. This is when the headache started. In XX/XX/XXXX we were 2 payments from being caught up as we were making double payments. This was tough on us, so after speaking to an agent we were told, " We can't tell you not to make a payment, but I would wait until the Loan modification comes through. '' Money was tight, so we waited. The loan mod came through and advised we could wait until XX/XX/XXXX to make our first adjusted payment. Everything was going smoothly, or so I thought. We signed the documents and sent them back and they were denied due to a missing middle initial for my husband 's name. I will admit I was upset as life keeps throwing lemons. I received this phone call from XXXX on XX/XX/XXXX, I can admit I wasn't the most patient on this call but asked her to send me the loan documents by email, so I can get them resigned and return them. ( Email Attached ) I was given the return date of XX/XX/XXXX. The document she sent me I noticed was the same as the original only because the cover sheet said XXXX 's previous due date. I figured it must be the same document needed since she sent it and said it was the final draft in the email. ( Please forgive my ignorance as this is my first time going through this. ) When I get it signed, I return it through XXXX XXXX mail service and saw it arrived on XX/XX/XXXX at XXXX XXXX tracking number # XXXX. Fast forward to XX/XX/XXXX, I call in to make my payment and spoke with an agent who advised I was unable to make my payment for the correct amount of {$1900.00}. I was advised the loan mod was denied. I received no clear explanation, first, it was they didn't receive it back by the correct date and then it was they didn't receive the correct version. ( Both in my opinion were not our fault as the previous agent sent us the incorrect version and the tracking number shows it was received on time. I will say we did receive a mailed version, unexpectedly, with the correct information but it was only after we mailed the other version back. I only go to my mailbox if I am expecting something because I always choose paperless billing. ) Back to the story, due to the agent giving conflicting information, and at this point, I'm over it and ask to speak to a manager. I am placed on hold for several minutes only to be advised none were available but was assured an experienced manager of 11 years would return my call the following day at XXXX XXXX PHH has been really good on follow-up calls, so I didn't think they would drop the ball but it was. I answered a much later call that I now know was a collection call and explained I would call back later, ( I was working ) because felt a front-line agent could not assist me at this time. I then went online and scheduled a call with my relationship manager. XXXX calls and is nothing but impatient and condescending. He explained it was not received on time and this is the reason for the denial, so I provide my tracking number and ask for him to submit the appeal. I later tried explaining my grievances about HIM it was clear he wasn't listening and realized it was a waste of time. I could tell he halfway appealed my situation and definitely left me lacking confidence that it was done correctly. Today I was advised it was STILL denied but NOT for missing delivery time but because it was the wrong documents. I have continuously been trying to speak to a higher-up and no one has assisted me. I called today to speak to a front-line agent requesting management and was told she couldn't transfer me to escalations. I told her I need a manager/escalations or someone other than a front-line agent because it was clear on their level they were unable to assist me. I legit just wanted to speak to someone who was confident and knowledgeable with the information they were providing. That's it. I was then transferred to XXXX XXXX id XXXX in escalations who listened well but told me she could not help me and would be transferring BACK to where I started. How is this a de-escalation team? I then began asking for corporate and was told they have no phone number just fax no emails available. Then I provide her with the email I was given earlier at XXXX. She advised I can use that, then after asking for the name of the CEO, etc. I was placed on hold only for her to come back with a corporate number XXXX that does not work. Who can help me? Because later on in the day I get a notice of default letter and I have to pay {$10000.00} by XX/XX/XXXX or PHH will result in loan acceleration. What? Where's my help? I keep getting the runaround, misinformation, and no assistance now they are trying to accelerate my loan? By the way, I still have yet to receive the loan mod denial letter and went on my account and asked to have it emailed but never received it. At this point, I will share this letter with anyone who listens because I have tried my best to do everything that was asked of me but I can't seem to get past the front-line agents who are legit no help!
Company Response:
State: TX
Zip: 75154
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A