Date Received: 2022-05-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My complaint is against PHH Mortgage Servicing company for the added service charge of {$7.00} for making an online payment. I have already contacted PHH and they have already explained that they have the legal right to charge this fee. The part of my complaint that they left unanswered is how is it fair that they can charge {$7.00} for an ACH transfer that probably costs them less than {$1.00}. That is an excessive mark-up that I feel should not be allowed especially given that I never had a choice in who my mortgage servicing company would be and I do not have the option to move my account to another servicer. I feel like the CFPB and state agencies should be doing more to protect consumers from high fees, especially in industries where we have no say so or choice in who services our loans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23238
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX PHH Mortgage took over our XXXX XXXX XXXX Our property taxes were due that month and our statement indicated that {$4100.00} had been removed from the escrow account to pay these property taxes. In XXXX of XXXX it was brought to our attention that our property taxes were showing as not being paid and would soon be considered overdue. We reached out to PHH and were told they would research it and get back to us. After 2 weeks of us repeatedly contacting them we were able to have a conference call with PHH and the Tax Commissioner, who had no record of ever receiving their check. PHH assured us a check would be issued and the Tax Commissioner agreed to extend our due date. Today we discovered that the taxes have still not been paid and we are about to be sent to collections. After holding for an hour with PHH they assured us that not only had they sent a check to the Tax Commissioner a refund had been issued by the Commissioner to PHH. We again conferenced in our Tax Commissioner and were told that no check had been received and no refund had ever been issued by their office. In addition, the Tax Commissioner informed us that we were not the only PHH customer they were having this issue with. At this point we feel that PHH Mortgage should be investigated for fraudulent practices.
Company Response:
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I'm recently divorced and lost almost everything but this house. During Covid I took advantage of the deferred house payment that they offered me. In that time I was able to pay off the debt that I'd accumulated from the divorce and had moved my credit from XXXX up to over 700. In XXXX they sent me a modification that arrived at my house on XX/XX/XXXX, and it had to be back by the XXXX. I was traveling for work and was gone that entire week. My ex-wife 's name was on the Deed and not the loan so I couldn't turn it around in such a short time. Meanwhile I made the XXXX payments that they asked during the " trial '' process. They then offered me a second modification in which I had to get a Quit Claim Deed signed by my ex-wife. I did everything on time, but they said that the QCD, wasn't registered in the courthouse. I proved to them through emails that it was and sent them the appropriate documentation. Each time I called them, I was told something different, " we've got everything '' the next time it was " we are missing the QCD ''. So onto round 3 of the modification, and my interest rate went from 2.875 % up to 4.5 %. As I was working through this, they chose to report to the credit agency that I've missed my payments. Which I've never done. They NEED to Fix my credit, so I can take my business elsewhere. At this point, nobody will touch me because my credit is in the low 600 's or high 500 's. They literally are destroying me and any opportunity to work with other banks. I've got pages of documentation and they record each and every call that I've made, and nobody will listen. I try to call my " Relationship XXXX '' and unless I have a scheduled appointment she can't talk to me. I try to schedule an appointment and it's 2-3 weeks out and at that point, I will miss the deadline on the 3rd loan modification. Please HELP! I'm going to lose everything.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 486XX
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I completed a Mortgage Assistance Program Application with PHH Mortgage. PHH Mortgage sent me a letter dated XX/XX/XXXX that my account was approved to enter into a Trial Period Plan under the Flex Modification. To be considered for a modification, the proposed trial period payments must be completed by their due dates. All 3 trial period payments were paid prior to their due dates. PHH Mortgage then sent a letter on XX/XX/XXXX stating that I was eligible for a Loan Modification which would permanently change the terms of my mortgage. I followed all the steps in the letter to accept the offer from PHH Mortgage. Unfortunately, PHH Mortgage sent another letter dated on XX/XX/XXXX because the initial letter sent on XX/XX/XXXX had the incorrect information. PHH did " NOT '' indicate that the second letter was replacing the first letter due to an error on their behalf ... thus resulting in it not being sent by the XX/XX/XXXX. Not only did PHH not explain that this was replacing the first acceptance letter but I spoke with numerous PHH Mortgage representatives to verify that all documentation for my Loan Modification Agreement had been received... .and their responses were " YES '' ... .that I did not need to do anything else on my end. Payments made and documentation received. PHH Mortgage sent a letter stating that my Loan Modification was denied because they did not receive my signed modification agreement by XX/XX/XXXX. However, I received a letter from PHH Mortgage on XX/XX/XXXX stating.. '' Once we receive the updated agreement, the account will be reviewed for final modification. Enclosed is a copy of the modification agreement that will need to be signed and returned '' I have all documentation to support what has transpired. The misinformation and errors on behalf of PHH Mortgage representatives has led to my Loan Modification being denied. I truly believe their deception sets up the consumer to fail.
Company Response:
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I was sent a XXXX-Covid 19 Recovery Loan Modification Approval by PHH Mortgage which I was to accept the offer and return by XX/XX/XXXX as my forebearance ended which I sent USPS overnight XXXX XXXX ) to the XXXX XXXX XXXX XXXX XXXX I received another package in XXXX of the same documentation with a new payment amount which was to be returned by XX/XX/XXXX, which was not a business day. The package arrived to the XXXX XXXX XXXX XXXX on XX/XX/XXXX ( XXXX ). The first payment of {$1700.00} was due by XX/XX/XXXX which I sent. I received another package in XXXX which was notarized by the bank and next to my name they placed my driver 's license number, I received a call from the mortgage company that they only needed to put my name. I requested that they send out a notary to my home which they did this document was to be returned by XX/XX/XXXX and was received on XX/XX/XXXX. I received a call from the company on XX/XX/XXXX that I needed to sign the document in a former name not stated in the mortgage documents. The representative sent an email with a document to show how it is to be signed but never sent an updated package so when I go to any notary they are saying the date is passed so it can not be notarized. To this day I have not received an updated document but she stated that I have until XX/XX/XXXX to return the document. I did get it notarized and was picked up by the company on XX/XX/XXXX ( XXXX ) XXXX explained that these documents were to be updated since XXXX and I do not understand why the document is still showing a name that I don't have any identification for and the mortgage note have the current name on my id only. There was no document with the name that they needed me to sign in and it was not explained to the notary they sent. With that my modification was denied but they are not putting the real reason they are saying it was denied because documents were received late. None of my documents was received late. I followed all guidelines. This company need to honor the agreement and if there is something that needs to be done with the Title then they need to find the documents that was sent since XXXX PHH mortgage is not following XXXX Guidelines and something needs to be done.
Company Response:
State: FL
Zip: 33169
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The attached PDF is a complete history, summary of current state and each hour and date that passes is greatly hurting me.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXXapplied for loan modification after coming out of temporary hardship forbearance, was approved for modification but had to make 3 initial payments for XXXX which at the time I couldnt afford because my daughters that were helping financially could not. XXXX then recommended I could qualify for the Covid relief deferment program. I was told the process would take 10 days but took 2 months and I was denied. It was then that my daughter was told my payments were never pushed to the back of my loan and I was delinquent over XXXX, so they recommended I apply for a modification but they put my income as XXXX which was their mistake. Again it wasnt until I had my daughter call when they said I was denied because I had XXXX income which was an error in their part. They said another loan modification with correct info will be put in and someone will contact me. I received a letter stating I was in the risk of foreclosure and XXXX needed to be paid by XX/XX/23 to avoid it. My daughters called again and was told that an appointment with a relationship manager which we have done numerous time to get this resolved and we just keep getting passed around. We ask to speak to a supervisor because this is time sensitive, I dont want to loose my house and want to get this resolved but no one at XXXX wants to help resolve this and discuss my options.
Company Response:
State: FL
Zip: 34743
Submitted Via: Web
Date Sent: 2022-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Flood insurance was not paid until XXXX. Sent proof of flood insurance but house went into foreclosure. Addition fee added {$2300.00}. Letter of Foreclosure received XX/XX/2022. Letter referred to XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX Ca XXXX. XXXXfor any questions and reinstatement. Since XX/XX/2022 have been waiting for amount owed for reinstatement. Have eight emails, five phone calls going back and forth with XXXX since XX/XX/2022. They have received no information from PHH Mortgage, the server, with the needed information. PHH Mortgage has not complied to any of XXXX 's request for information. PHH mortgage will not respond!! I need help with PHH Mortgage Services XXXX XXXX XXXX, XXXX XXXX XXXX, Fl. XXXX. XXXX. The account is listed under my dad XXXX. I have Durable Power of Attorney... all notorized and verified both by PHH and XXXX. Please help me!
Company Response:
State: CA
Zip: 93292
Submitted Via: Web
Date Sent: 2022-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Dear XXXX, I am in the process of applying for a reverse mortgage with XXXX XXXX XXXX, and the process was moving along quite well, but there is a requirement that my current mortgage servicing company, XXXX XXXXPHH cancel an existing FHA file numbeXXXX before the appraisal can be ordered. According to XXXX, XXXX XXXX XXXX, ( XXXX ) XXXX, EXT ; XXXXXXXX XXXX XXXX/PHH has been " Non Responsive '' to the requests for the cancellation. I have tried repeatedly to contact XXXX XXXX/PHH but am repeatedly placed on HOLD, hung up on, etc. Please help! By way of background, I was previously employed by Public Citizen, so I am quite familiar with your organization and its goals and objectives. I will also forward a copy of this complaint to XXXX XXXX XXXX, as well as my two Maryland Senators. Thank you in advance for your assistance in this matter. Sincerely, XXXX XXXX XXXX XXXX
Company Response:
State: MD
Zip: 216XX
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a XXXX XXXX XXXX XXXX citizen. My wife and I signed a Home Equity Conversion Note and Mortgage in 2008. We are both signatories on each document. My wife, XXXX XXXX, was listed as a married woman, on the deed. My wife later passed away in XXXX. For several years I struggled to make payments on the taxes and insurance, although I entered into a repayment plan with my insurance company in XXXX. My understanding was that the plan would bring me current. In XXXX, XXXX a foreclosure action was initiated against me. I immediately sought assistance from XXXXXXXX XXXX XXXXXXXX XXXX XXXX of XXXX Florida who assisted me with preparing and submitting an application for a repayment plan. The documents were emailed to PHH ( my servicer ) on XX/XX/XXXX. I never received a response. I sent follow up emails to either PHH or their attorney on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. On XX/XX/XXXX I finally received a response from PHH ( through their attorney ) that the application had never been received. I immediately submitted the application again ( the same day ), this time directly to the attorney for PHH. I followed up to ensure it was received again on XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX, the attorney for PHH advised me that they could not review my application for a repayment plan until I submitted a Certificate of Occupancy. However, the document they provided me to fill out was in my deceased wife 's name only ( XXXX XXXX ). I advised that the document was not in my name and so I was unable to sign it. On XX/XX/XXXX I received the below email from the attorney from PHH : XXXX : XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ; ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ________________________________________ Good Day, PHH Mtg reverse informed the spouse XXXX XXXX XXXX not shown as a coborrower on this account and so a Repayment Plan would not be an option, so the occupancy certificate is not needed. In order for the spouse to go ahead they would have to apply for the Non Borrower Spouse ( NBS ) program, however there would need to be no default balance at time of death, if there is a balance due it needs to be cleared before this can be completed. The default balance on this account is {$44000.00}. ** This was the first time since my wife had passed that I was ever advised that I was not able to enter into any agreement on this account. I am a borrower on the loan and am entitled to all of the rights and obligations of any other borrower. Under Florida Law, I am provided by operation of law, at a minimum, a life estate interest in the property, as surviving spouse of the property owner, XXXX XXXX. Florida Statute XXXX ( 1 ) states If not devised as authorized by law and the constitution, the homestead shall descend in the same manner as other intestate property, but if the decedent is survived by a spouse and one or more descendants, the surviving spouse shall take a life estate in the homestead, with a vested remainder to the descendants in being at the time of the decedents death per stripes. Accordingly, a surviving spouse is not required to do probate to obtain a life estate in their homestead property in Florida. Nevertheless, PHH told me that I need to apply for a non-borrowing spouse program. Given the above, I am requesting that action be taken against PHH to ensure that I am permitted to apply for a repayment plan so I can save my home.
Company Response:
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2022-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A