Date Received: 2022-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The sell price for my house went from $ XXXX to $ XXXX just before close. We ended up paying taxes on the $ XXXX amount hence the overpayment. The bank was aware of this yet i had to call and request the overpayment. The CSR started that they wait 30 days before they disburse ... which i stated was already beyond 30 days. She took my address information and it was my understanding that a check in the correct amount would be sent to the address i just gave to her. I check on mail periodically that still goes to the house i just sold and a check was there even though I gave the CSR my new mailing address. The check was for {$3800.00}. There was no backup or breakdown as to how they even came to this amount. I sent them a copy of the Settlement Statement showing the amount should have been {$4500.00}. I emailed the payoff department on XX/XX/2022 informing them of the difference in payoff amount of {$710.00}. I tried to call to check on the status of my concern with no luck. The phone app didn't seem to work. I enter the information the app requested and although it's correct the app didn't recognize it and drops your call... very frustrating. I will attach a copy off the check they sent, the Settlement Statement they should have used to disburse and copy of the email sent.
Company Response:
State: CA
Zip: 94601
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX my mortgage came due for a balloon payment. I called PHH mortgage to refinance and they told me it was to late. I said what? to late, why? they said I had to apply before the due date. I didnt know this and said what now? they said i could apply for a modification. So they went through everything with me to fill out application with them over the phone. so I did. then I had to submit bank statements and pay stubs etc ... everything they ask for. I did it. they said It would take at least 30 days to process. It was Late XXXX. I think around the XXXX the letter was dated that I was denied. They had set up a phone call for a meeting and in that call they asked for more paperwork, which I submitted to them via fax and / email. Everything they wanted. They have every bank statement from at least XX/XX/2021 till now to prove my income. they just kept asking for more and more. I sent more, everything. They kept saying they were reviewing. In the mean time they were reporting I wasnt making my house payments on my credit. They wouldnt take my house payments. I tried over and over. I would even get calls from them wanting an house payment and then they wouldnt take it. I could make my house payments the entire time. I had a representative from PHH mortgage tell me to write a hardship letter and explain my situation. I did and she told me to make an offer to settle the account. Which I did more than once. All I get is the run around. They said they wouldnt foreclose as long as they were working on the modification but now they are and have turned it over to an attorney. I tried to get other financing and since theyve ruined my credit I cant get financing to save my house. I've been here XXXX years and Im fighting to keep my home. So I contacted the Wisconsin Help for Homeowners and the person in charge in my area told me to report PHH mortgage to you because she questions why they offered me a modification. She said you can only modify a loan that exist, technically she said since my loan came due I dont have a loan to modify. She feels like we do now that we have been strung along so they can steal our home from us with the markets on housing being what they are. I have almost half of what is owed on my loan and qualify for a grant from the state because of me not working because of covid. The girl from the state called PHH mortgage to discuss the situation and get them to accept the request from the state to be on the list for the grant. She was transferred and disconnected 3 times trying to get information. I gave them written permission to talk to her as well. Im desperate. Please help us. I dont want to lose my home. I can make my payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 538XX
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2022 PHH MORTGAGE Account # XXXX XXXX XXXX XXXX XXXX I sent my Instrument of payment in the amount of {$120000.00} to PHH MORTGAGE Bank CERTIFIED MAIL. XXXX XXXX XXXX XXXX PA XXXX. TRACKING # XXXX. XXXXCertified Mail was delivered XXXX I called to verify that PHH has received my INSTRUMENT OF PAYMENT and spoke with XXXX ( ID XXXX ) and was told my INSTRUMENT was refused, I Stated the following below : UCC3-311 : Accord and Satisfaction ( a ) If a person against whom a claim is asserted li.e. Us ] proves that ( i ) that person [ i.e. We ] in good faith tendered an instrument to the claimant i.e. Them ] as full satisfaction of the claim, ( ii ) the amount of the claim was unliquidated or subject to a bona fide dispute, and ( in ) the claimant lie. They ] obtained payment of the instrument. ..the claim is discharged if the person against whom the claim is asserted i.e. Us proves that the instrument or an accompanying written communication contained a conspicuous statement to the effect that the instrument was tendered as full satisfaction of the claim. UCC3-603 : Tender of Payment ( a ) If a tender of payment of an obligation to pay an-instrument is made to a person entitled to enforce the instrument [ i.e. Them ] and the tender is refused, there is discharge, to the extent of the amount of the tender... XXXX I sent a CONDITIONAL AGREEMENT CERTIFIED MAIL, TRACKING # XXXX
Company Response:
State: CT
Zip: 065XX
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My name is XXXX, I am the representative of my fathers estate. I am in the process of securing a loan to pay off my fathers reverse mortgage. The reverse mortgage company, XXXX either sold the note, changed names or was bought out, I'm not sure which but the new loan servicer is PHH Mortgage . I have been regularly communicating with PHH about my needs for documentation and my intentions to pay off my fathers loan. PHH has also been in communication with my lender, Reinforcing the fact that I am working on acquiring the funds to pay off my fathers loan. PHH has not been easy to deal with. Every time I call, I get a different representative, and it seems as if they do not communicate with each other very well and is some instances at all. It took 3 months just to get the Payoff figure from PHH. As I mentioned earlier there was a transfer of servicer for my father 's loan, it changed from XXXX to PHH. To close the loan, so I can pay off PHH, my lender needs a document explaining this transfer of service. On XX/XX/XXXX XXXX I contacted PHH and spoke to a woman named XXXX and requested this " explanation of transfer of service '' letter. She said she will make a request to have that document sent to me, it will take a couple days. I also needed to submit to PHH the probate documents granting me the position of representative of my fathers estate. I submitted those documents while I was on the phone with her. I called PHH on XX/XX/XXXX, at XXXX AM and spoke to XXXX. After explaining the situation to her she informed me she could not send the document because PHH does not recognize me as the representative of the estate. I need to submit the XXXX documents granting me the position of representative. I RE-submitted the probate documents while I was on the phone with her. She told me she could see that I had submitted the document, but she could not open it. She said the legal department would review the probate paperwork and I should call back in a couple days to check on its status and re-request the needed transfer of service letter. I called PHH on XX/XX/XXXX and spoke to XXXX, she informed me that PHH still did not recognize me as the representative of the estate. At this point I really did not know what to do. I spoke to my attorney and he assured me the documents were the correct ones. On XX/XX/XXXX I spoke to XXXX at PHH and she informed me I needed to submit documents showing Proof of executorship or similar appointment. I informed her I had done that already. On XX/XX/2022 I re-submitted the same documents that I had submitted on XX/XX/XXXX granting me the position of representative of my fathers estate. Also, on XX/XX/XXXX, I spoke to MY lender and he was going to try to push the loan forward without the letter explaining the transfer from XXXX XXXX PHH. Also, on XX/XX/XXXX I secured the Insurance Binder for the property. XX/XX/XXXX, I went on vacation to North Carolina, thinking everything was in order. On XX/XX/XXXX, I was informed that the letter explaining the transfer of service from XXXX to PHH was in fact necessary. My lender tried to push forward without it but could not. On my return from vacation XX/XX/2022 I called PHH and spoke to XXXX. I explained to him my need for this letter of explanation for the change of service from XXXX to PHH. He said no problem I will get that you in a couple days. I asked him to send a PDF of the document to my email, he said he could not, that is handled by another department, he will make the request and I should see it in my email in a couple days. I did not receive any document. XX/XX/2022, I received in my home mailbox a letter for PHHs attorney informing me of there intent to foreclose on my property and peruse a sale by auction. On XX/XX/2022 I spoke to my attorney about the foreclosure issue He immediately sent an email to PHH informing them of my intent to pay off the loan, and he asked PHH to contact him to confirm PHHs willingness to postpone the upcoming auction. PHH never contacted My attorney On Sunday XX/XX/2022, I found in my home mailbox, a letter From PHHs attorney informing me of PHHs intent to auction my fathers house on Tuesday XX/XX/2022 at XXXX : PM. I called PHH XX/XX/2022 and spoke to XXXX. I explained to him the need for this document that shows the transfer of service from XXXX to PHH. It took him 15 minutes to find the document. He told me he could not send it to me directly he has to make a request to another department to send the document, but I should have it by the end of the day. I also asked XXXX if I could get an extension or a hold on the auction due to the lack of response from his colleges. I explained to him that I have everything in order, this document was the only Item I needed to close this loan and pay off PHH, and I have been fighting for it for more than three weeks. He submitted my request for a hold. By the end of the day XX/XX/XXXX, I still had received no document I called PHH XX/XX/XXXX, at XXXX PM and spoke to XXXX. I informed her of the situation with this document. It took her 20 minutes to find the document. She asked me if had a fax machine. I do not I replied who uses a fax anymore she said I can get you this document right now if I had a fax number, how about you mortgage lender? Do they have a fax? I texted my mortgage lender and he ( XXXX ) texted me the fax number. XXXX faxed the needed document directly to my lender. One month! It took one month to get one document from this reverse mortgage company. And now because it took so long to make this happen PHH decided to auction my fathers property, because of a delay they caused. I am living in this house, it is the house I was raised in. I sold MY house in XXXX XXXX and moved into my late fathers house with the goal of preserving this property for myself and my children and my grandchildren. PHH has dragged their feet and neglected to provide me with the documentation I need to close a loan in a timely fashion so I can Pay THEM. And on top of this they are going to auction my fathers house. I am going to lose my fathers property and I am going to be homeless because of their neglect, indifference, unprofessionalism, poor business practices. How is this fair?
Company Response:
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to work with PHH Mortgage for my uncles property of which I have power of attorney and they are not responding to my repeated requests for information or help. They answer the phone overseas and do not transfer me to anyone who is actually helping me obtain any information needed to save his property. I have the right to recover the property and they are not helping the process at all. They also did a refinance last year after he had a XXXX and he does not understand everything he signed for and now he is losing his house to these predators. Help please.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have defaulted payments due to financial hardship the lender failed to review my loan for alternatives to foreclosure and I was forced to file for Bankruptcy XXXX XXXX. Thereafter I confirmed a Plan under Chapter XXXX and my case was temporarily closed in order to comply with the 5-year plan. During this time Covid-19 occurred and was placed on a forbearance plan and now that the forbearance is over the lender wants to foreclose. I have a current modification process pending and now said is incomplete which is incorrect I have sent all information requested. I feel the lender is trying to wrongfully foreclose my home as my bankruptcy is still pending and they have not requested to obtain relief from the automatic stay.
Company Response:
State: CA
Zip: 90241
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To Whom It May Concern, This is a letter to explain the reason I fell behind on my mortgage payment. In XXXX my husband fell is and had to be admitted into a XXXX home because I was unable to care for him. Having XXXX income at that time and the unfortunate circumstances caused me to fall behind in my mortgage payments. In XXXX due to unforeseen circumstances my husband passed away of XXXX on XX/XX/XXXX. I trusted someone to help me with my mortgage but because of the language barrier I paid XXXX XXXX XXXX over {$20000.00} for mortgage assistance. He was telling me the mortgage company needed payments. Later I learned this individual was power of attorney on my mortgage and the monies I gave to him for payments towards my mortgage was never applied because the mortgage company does not accept payments on an active foreclosure loan. These last 5 years has been detrimental for me and my family and I dont know where I will go at this age if I dont get some sort of assistance. No one explained I could have gotten a Covid-19 forbearance nor provided any information as to how I can begin making my payments again. Its as though instead of assisting to find a solution the mortgage company is trying to take my home and leave me homeless. Please help me save my home because I do not want to be on the streets at my age now being a XXXX citizen. I have tried relentlessly to get a workout from PHH Mortgage and they have denied me every time. I later learned that there were Covid-19 forbearances and other programs to assist borrowers like myself but I was not offered any programs to help me get back on track. As a XXXX citizen I feel as though I am being discriminated against due to my age. There are my other people younger than me that have gotten workouts from PHH after falling behind but I have yet to receive any assistance from this company. Can you please help me stay in my home? I dont want to be homeless at this stage in my life. Thanks for your assistance in advance. Loan number XXXX. Best Regards XXXX XXXX
Company Response:
State: NY
Zip: 11210
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am submitting this complaint in order to have the file audited for the following reasons : XXXX ) Discrepancies regarding the Monthly Interest fee for several months in 2020. Especially the months of XX/XX/2020 ( {$510.00} with an interest rate of .09750 % ) loan balance was {$240000.00} and XX/XX/2020 ( {$230.00} with an interest rate of .09750 % ) loan balance was {$240000.00}. I believe the interest rate in correlation to the loan balance is inaccurate and over charged by at least {$270.00}. I feel several months have been miscalculated. XXXX ) The security instrument ADJUSTABLE RATE HOME EQUITY CONVERSION MORTGAGE has a notary stamp or seal that DOES NOT look official or legal. The stamp shows irregularities ( no commission or expiration date?? ) Expiration date is HANDWRITTEN in!! I was a notary so I know that is incorrect. XXXX ) The HUD 1 shows a miscalculation of monies due to borrower. My mother was given {$8000.00} versus the correct calculation of {$8000.00}. This is why I feel the numbers are incorrect throughout the loan. XXXX ) The exact ATTORNEY FEES were added TWICE on 2 statements when this account was with XXXX XXXX. The months are statements ending in XX/XX/2020 and XX/XX/2020. An additional letter was sent on XX/XX/2020 stipulating that XXXX XXXX forgot to add several fees to the XXXX statement of 2020.
Company Response:
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2022-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I was struggling paying my mortgage. I couldnt find a job due to Covid-19. I applied for financial mortgage assistance with my mortgage company, PHH MORTGAGE CORPORATION. They approved six months of forbearance, but later that year they sent me a notice saying that my application was denied because I missed one payment during the trial period. I explained to PHH that my bank did not sent my auto-pay because PHH changed its name on XX/XX/XXXX from PHH MORTGAGE SERVICES TO PHH MORTGAGE CORPORATION . Phh did not accepted my explanation and demanded for the full balance due of {$8000.00}. On XX/XX/XXXX, I applied for a deferment of the XXXX balance on my home loan # XXXX and to consider that my finances have increased significantly compared to when we first applied for mortgage assistance at the beginningof the year XXXX. They denied my application due to missed payment On the trial period on XX/XX/XXXX, which is exactly the day the company changed its name. I applied again on XX/XX/XXXX and again on XX/XX/XXXX and my application was denied again for the same exact reason, saying I failed to make a payment during the trial period in the last 12 months. I call back and they told me to apply again in XX/XX/XXXX, which is out of the 12 months after the missed payment. So I did, but again it was denied with the same exact reason. I call back today and applied again for a loan modification. They offered me a payment plan of XXXX per month. I requests to do it for XXXX instead. They couldnt do it. So I applied for a loan modification and were asked to wait for 10 days for the writers to review and respond. Mind-time I have sent monthly payments, but they all have been returned demanding to pay the full amount owed, which now is a total of {$14000.00}. Please Help!
Company Response:
State: UT
Zip: 84041
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've paid this loan in full. I have a letter from them confirming it's paid in full. The mortgage company shows on their website both that it's paid in full and 33 days ( as of today ) past due. They have continued to draw a biweekly payment from me and have kept the money and refused to return the overpayments, and deny they have the money. I have the bank drafts to prove it. I also have several email threads between myself and them trying to resolve it, without success. Loan # XXXX
Company Response:
State: MA
Zip: 01605
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A