Date Received: 2022-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage I sent in a request to remove my PMI from my mortgage at the end of XX/XX/XXXX. I sent in the requested form and a payment of {$120.00} which is required to get a evaluation of value done. I am paying for the service and the time frame per PHH Mortgage should have been no more than 20 days from receipt of form and payment for service. They cashed my payment of {$120.00} on XXXX i have called and followed up +30 days later in XXXX as I had not received any email or status on my request. Customer Service advise that it should have been completed within 20 days and entered notes in system to PMI dept. Called again begining of XXXX and I happened to get same customer service person on my second call. I advised I had not received any communcation yet again and they filed a report and escalation and that I should get commuication on status. XX/XX/XXXX plus days after iniital receipt of request I get an email advising that they are processing my request. Status is pending. Here are the facts, Original Loan {$270000.00} and current loan balance is {$210000.00} above 78 % LTV, never a late or missed payment, and property value estimator is above {$800000.00}! On tPHH Mortgage website the average property valueshows {$620000.00}!! All I need is a verified reasl estate value to get this removed and this is what I paid them to do and I cant get one independantly. Our property exceeds all the conditions for which to not require PMI. Yet we continue to have to pay this fee {$45.00} on our mortgage every month that passes with a resolution or removal we are deserved.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to save my home for the past 6 months now with PHH Mortgage. They have refused to review my account for a modification. I have been sending in documentation including Bank Statements, Pay Stubs, Tax returns, Letters of explanations, etc for SIX MONTHS. I have never been able to speak with my Account Manager, and neither has my 3rd party representative. I want it to be known that this company is discriminating against me due to my native language, which is XXXX All of the documents I signed when I bought my home are in XXXX. My bank account statements are in XXXX, because that is what I read and write. PHH is now saying that they need me to send in my bank statements in English. They are trying to tell me that there is not 1 XXXX speaker in the entirety of the PHH Mortgage corporation. How am I supposed to get anywhere with keeping my home if there is not someone who can communicate with me or that I can communicate with on behalf of my home. If this information was relayed to me when [ purchasing my home, I would never have chosen PHH as my servicer. As a XXXX man in XXXX, I have been rejected help regarding my mortgage because this company refuses to review me for a modification based on my XXXX and XXXX. I would like to be reviewed for a modification right away.
Company Response:
State: CA
Zip: 90059
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: my email to them PHH Mortgage services dated XXXX Good Morning, Please see attached AGAIN I am PLEADING for assistance!! I have explained my situation several times. I need to keep my home but I need a temporary lower payment to be able to survive. I have tried to refinance but other lenders state my loan shows in forbearance and won't help. Ease lower my payments so I can begin to make timely, consistent payments. Please Help!!!! I am requesting executive review regarding my situation. Prior to COVID I was finishing month 3 of modification and had much lower payments. I am asking to revert my payment back to that to allow my payments to be back at {$1700.00} the modifications given kept may payments making the payments hire which is contradictory to the mortgage assistance IN ADDITION... I have had several confusing letters one of which stated that you were working with the XXXX for additional assistance you asked for that letter, I sent you a copy and you never responded with a response regarding that program. While I understand you are a servicer, I am formally requesting this be sent to whomever can provide a real solution to my unique issue. I will also forward request to the local and national consumer financial protection bureau for next step and to open a case on my behalf to get assistance to keep my home. Respectfully, XXXX XXXX The CONTENT OF THE XXXX EMAIL ATTACHMENT IS BELOW : PHH Mortgage Services XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, FL XXXX To Whom It May Concern : I am humbly writing to ask for your assistance to reduce my monthly mortgage payments by way of a long-term modification but preferably a fully refinanced loan. During this Covid -19 pandemic I have had several factors leading to my inability to afford my current mortgage payment of {$2400.00}. The factors making this a challenge are the following : My employment was lowered then subsequently exhausted and left me without an income for close to 6 months. ( I have since gained employment but a lower salary ) My housing expenses and debt load has increased with college XXXX returning home to continue their curriculums however the household bills have increased with more family members in the house Increased debt ( * the debt is related to parent loans for my college XXXX, one is now in XXXX XXXX, one is a XXXX XXXX XXXX and XXXX a XXXX on approved university grant so there wont be any more parent loans needed. Prior to Covid-19, I completed the mortgage modification and making regular mortgage payments as agreed ; using solely my income with a goal of ultimately refinancing the loan to lower the rate and payment. Regarding my employment, I am with the XXXX XXXX entity but now in a different division. I anticipate moving into a new role with much higher salary. There is equity in the home so a lower payment, lower interest rate and a chance to consolidate my debt would be beneficial. Thank you for your understanding and consideration.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19702
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: after submitting a complaint with cfpb i received a a letter dated XX/XX/XXXX which i didnt receive until the first week of XXXX. during this time i started receiving calls from XXXX XXXX. he would call around XXXX XXXX whike i was at work> i wasnt able to return her call until XXXX XXXX XXXX but it would go to voicemmail so i left a message. the letter finally came so i contacted XXXX about accepting the payment option so i sent the amount on for XXXX first. phh cashed my check no guestion. so XXXX XXXX i sent the next payment. i never received anything until XX/XX/XXXX. i received a letter that they would not be cashing my check and they would be sending forclosure information to their attorney.why would they cash the XXXX check if they would not follow thru with it. also in XXXX the insurance company that insures my house sent me a notice that our police would be cancelled. i immediately got new insurance and then 3 weeks later i received another ketter from the insurance company that phh paid the bill so i now had my policy reinstated.
Company Response:
State: MA
Zip: 01906
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage servicer PHH Mortgage has failed to review or consider me for the government CARES forbearance program or any type of modification or restructuring of my mortgage even though I had been impacted by XXXX and multiple XXXX and XXXX situations. When I realized they were refusing to offer any type of help and scheduling my house for foreclosure sale I found a private lender that told me they could pay off PHH so I could save my home and I completed all of the paperwork and everything was in motion, but PHH still tried to sell my home. I was finally able to get someone at PHH to listen to me at the last minute ( day before foreclosure sale ) and they verified that there was an active review for payoff of PHH through this new private loan and they temporarily postponed the sale. I have now found out that there are several different programs that I should have been given access to so I could get caught up on my delinquent payments and PHH never gave me the chance. I actually attended a webinar they sponsored in XX/XX/XXXX for homeowners who were behind on payments, and I followed the instructions and attempted to apply for assistance. I never received assistance, I never was assigned a single point of contact or relationship manager, I was never given any information. When I tried to follow up on my application I was told that the wrong information was on the application so it had been cancelled. I tried to restart the process but no one would work with me or talk with me. I tried to resume making mortgage payments but I was told that since I was behind I would have to reinstate all missed payments and fees with a lump sum payment which I could not afford. PHH Mortgage denied me access to the government CARES program designed to help homeowners who were negatively impacted by XXXX. PHH Mortgage has never given me an opportunity to be reviewed for any type of restructured or modified loan, they have never reviewed my financial circumstances to determine what options are available. Instead they started the foreclosure process, which led me to panic and try and find someone to help with a loan to pay them off and save my home. I have worked in the field of XXXX XXXX XXXX as an XXXX XXXX XXXX for XXXX years. I have worked for the XXXX for the last XXXX years. I had XXXX XXXX in XX/XX/XXXX and was out of work for a couple of months, but had sufficient sick pay built up so that I could keep up with my bills. However, my health problems continued and I was forced to have XXXX XXXX XXXX in XXXX and then a second XXXX XXXX XXXX in XXXX. I was unable to work this entire period and had exhausted all sick and vacation pay. I was unable to walk for several months after the XXXX, so I had to hire a driver to take me to appointments, had to pay for XXXX XXXX, had to pay for XXXX XXXX XXXX to help with meals etc. as well as very expensive medications. As a result I could not keep up with my mortgage payment and fell behind. Once I was ready to go back to work I found that our schedule and hours had been impacted due to XXXX and I was making less money. I was underwater on all of my bills and it was a very difficult time. I began moonlighting working at an XXXX warehouse to make some extra money so I could get caught up. I was VERY excited when I learned of the PHH XXXX to help homeowners who were in trouble and behind on payments and thought that I would get help from your company. I am not sure why PHH would not conduct a review of my loan and situation, or advise me on what was wrong with the application so that I could correct the information to be reviewed, but instead they just kicked me to the curb. When I tried to resume making payments their agents refused to accept it unless I paid the full past due amount including fees.
Company Response:
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a follow up on a complaint I filed on XX/XX/2022 ( XXXX ) that is still not resolved. PHH Mortgage has failed to refund my escrow account. An initial refund check was lost in the mail. The company sent a second check which I have never received. With the previous complaint to the CFPB, PHH sent me a copy of the cashed checked. Upon examining the check, I took extreme note OF A NAME I HAVE NEVER HEARD NOR SEEN as an " OR '' on the check ( see attachment ). " XXXX XXXX XXXX '' is not someone I know nor is someone I have ever authorized to received monies for me. There is VERY clearly fraud going on here, so it is ASTOUNDING to me that PHH continues to flick this away. There is very clearly some type of security breach in their mailing system that is in fact defrauding people. I would very much encourage someone forward this complaint to XXXX 's legal department for review. This is extremely serious and frankly not just unfair, however blatantly illegal and fraudulent.
Company Response:
State: CA
Zip: 958XX
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to receive a review for my loan modification since XXXX of 2022. Per your response to my previous complaint, you have said that my Request for Mortgage Assistance has been closed multiple times due to failure to submit documents on time. This is ABSOLUTELY untrue. I submitted my application with ALL of the required documents the very 1st time I submitted my application. The XXXX XXXX, XXXX. XXXX XXXX XXXX, has not even looked at my application or supporting documents as stated before because I have sent in pay stubs, bank statements, and letters of explanation for 5 months in a row now. Furthermore, PHH is disturbingly inaccurate in all information they are responding to th CFPB. For example, in the last response, they stated in writing the My account is represented by an attorney, which it is absolutely not, unless I am in foreclosure and my account was referred to an attorney on their behalf. In which case they have neglected to inform me of such proceedings in 5 months. Also, in their response to my complaint, they have stated that On XX/XX/2022, the XXXX was able to speak with XXXX at the XXXX XXXX XXXX XXXX XXXX and during this call. This also makes me extremely disturbed as I I have a 3rd party authorization on file for a XXXX XXXX at THE XXXX XXXX XXXX XXXX. If PHH can not bother to look at simple authorization form that I have sent in and analyze it correctly, then how can I expect them to accurately review the time sensitive, important documents that I am sending in month after month.PHH has also stated that the relationship XXXX has tried to contact my authorized 3rd party, which is also untrue. On a scheduled appointment call, a representative from XXXX called my 3rd party and stated that the Relationship XXXX is unavailable, and after XXXX minutes of my 3rd party being on hold, another representative said that the relationship XXXX is on another scheduled call and my time had passed. My 3rd party nor I have ever spoken to XXXX XXXX in the past 5 months, and as stated by PHH themselves she does not have a direct line to be reached at. I would like to be reviewed for a modification with the past 5 months of documentation that I have provided.
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Lost job due to COVID, missed a couple of payments and now they want to take the house. We make less than {$2000.00} a month and they want us to pay more than {$1700.00} a month for our mortgage. I am a veteran and have not been treated fairly. My original mortgage was {$21000.00} in XXXX and now we owe more than {$22000.00}. We do not want to lose our house.
Company Response:
State: IL
Zip: 62703
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Received a HELOC in XXXX with XXXX XXXX. They were closed and the loan was transferred to XXXX XXXX. They transferred the loan to Ocwen, which later became PHH Mortgage. In XXXX we fell behind in payments and could no longer make the payments. I tried to negotiate with them but they declined to help in any way. In XXXX of XXXX I received a 1099C Cancellation of Debt dated XX/XX/XXXX ( Attached ) Until late XXXX ( almost 7 years later ) I did not receive anymore communication from anyone until I started receiving letters of transfer to other lenders, first it was Ocwen to PHH Mortgage, then PHH to XXXX XXXX XXXX, the XXXX XXXX to XXXX XXXX XXXX. I contacted PHH to question them on how a debt that they cancelled was now being transferred ; I have yet to get an answer to that question. I have been emailing and phoning them for months. They also emailed me a Release of Mortgage that was generated a few days ( XX/XX/XXXX ) after the 1099C was issued but was missing information. ( Attached ) We sold our home in XXXX of this year and were made aware of the court record showing this debt. Our credit reports never showed this as an open mortgage. The debt was paid in full in XXXX with our equity in our home of 25 years. I want to know if this was legal, how can a lender cancel a debt and 7 YEARS later transfer that debt to another lender after they took credit for the cancellation? Generate a Satisfaction of Mortgage, send it to me and then years later say it was a mistake.
Company Response:
State: FL
Zip: 33436
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The house I live in is scheduled for a XXXX XXXX XXXX sale on XX/XX/XXXX. The property title was transferred to me by Bargain and Sale Deed and recorded in the county register in XXXX by the company that purchased it from the original owners bankruptcy estate several years ago. The mortgage is securitized with MERS originally named as a beneficiary, and a long history of judicial foreclosure proceedings since the first default in XXXX. The note was reassigned and reconveyed according to county records but said reconveyance was rescinded at the request of XXXX XXXX. At one point the court actually dismissed the case, but due to the lack of response of the part of the named defendants at the time, the banks motioned to continue and apparently the judge granted the continuance. My initial contact with PHH in XXXX appears to have accelerated their pursuit of judicial foreclosure, as the dormant XXXX Bank case was resumed shortly afterward and the notice of XXXX sale was posted not long after that. Since I am not named on the mortgage account nor the writ of foreclosure, and I am not related to the original borrowers nor have they provided a release of information in my name, the servicer has not acknowledged me as a successor in interest in spite of my ownership interest in the house. After contacting PHH by phone, I faxed my deed to the appropriate department as instructed. In their response dated XX/XX/XXXX, they demand authorization from the original borrows to discuss the mortgage account with me. The letter implies that I am attempting to assume the loan, however I simply wish to confirm my status as successor in interest in order to submit an application for mortgage assistance due to a period of Covid related underemployment. I also sent verification of my homeowners insurance to the appropriate email address as instructed by their phone agent. Since then, they have renewed the forced insurance on the property without acknowledging my coverage. At any rate, I am new on the scene but have rights as I hold title to the house and as such I have a beneficial interest at stake. My primary concern at the moment is to postpone the auction of my home to allow more time to prepare a defense against foreclosure. I am pursuing multiple avenues to address this, including XXXX XXXX XXXX and Covid related assistance. I also would like to hold the bank accountable to prove that it actually has the note and can legally enforce this XXXX. However, with a sale date of XX/XX/XXXX, I have little time to focus my energy on even one of these strategies. I am concerned that without being acknowledged as a successor in interest, I will not be able to file for loan modification or Covid assistance, and that there is a potential even my filing bankruptcy wouldnt stop the foreclosure sale at this point. The servicer does not need to disclose any personal information to me about the original borrowers, but they should at least acknowledge my rights as the owner of the property. I have yet to find legal representation or even much advice from anyone with experience in this specific area, so I am doing this myself and gleaning whatever I can from whomever will share some knowledge with me, so I would appreciate anything you can do or say on my behalf.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A