Date Received: 2022-05-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, I am submitting a complaint for resolution against my lender XXXX XXXX XXXX PHH Mortgage Services XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX First of all I, XXXX XXXX is submitting this complaint and not a third party on my behalf. pls contact me at XXXX XXXX XXXX or email XXXX if need further verification- call me or email. I have received emails from my lender on XX/XX/XXXX XX/XX/XXXX in XX/XX/XXXX as well clearly stating that if I reach out to them they my lender will go ahead and extend 90 days forbearances which will expired XXXX. In XXXX, I tried to contact my lender and overnite request on XXXX to extend the forbearance per their emails - proof attached. I was able to speak with my relationship manager, XX/XX/XXXX. My relationship manager, unfortunately, informed me on a recorded line The lender will not honor the email that was sent out on XX/XX/XXXX and XXXX -- - PROOF ATTACHED- that clearly states if I called, they will extend forbearance. I was also not informed in writing or via email that after XXXX months they will never give an extension. this email contradicts the phone conversation that I had with the relationship manager. I believe the lender shall not be allowed to send misleading emails to borrowers at this time that we are all struggling due to job loss and health issues. the email is a part of my complaint it is confusing it is not clear and it is misleading. Please read the letter below my lender will not give me access to my account via the Internet, I have to call my relationship manager directly I am not sure what is the reason for cutting my access to my documents. I NEED XXXX DAYS I am XXXX and going through a divorce as well. I can proof my Hardship do to XXXX as well in court. -- -- - Forwarded Message -- -- - From : Relationship Manager XXXX To : " XXXX '' XXXX Sent : Thursday, XX/XX/XXXX, XXXX XXXX PDT Subject : Important Account Information Dear XXXX, Please be advised that your COVID-19 forbearance plan will end on XX/XX/XXXX. Please contact us using the phone number listed below should you wish to extend the plan. This account has been assigned a Specialized HRD Escalation Agent as a single point of contact. If you have any questions regarding the account or options that we may have available, you may reply to this email or contact ( XXXX ) XXXX to speak with the Specialized HRD Escalation Agent, XXXX XXXX XXXX XXXX is your designated contact for inquiries and the submission of documents as needed. XXXX is available during the following hours : Monday Friday 9:00 AM 6:00PM ET
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94536
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I sent a request for information letter to PHH Mortgage Services ( Reverse XXXX ) on XX/XX/2022. The letter had attached to it a Third Party Authorization in my favor signed by the borrower. PHH signed the USPS Certifed Mail " XXXX XXXX '' for my XXXX letter showing receipt by PHH on XX/XX/2022. In numerous calls to PHH on XX/XX/2022 and XX/XX/2022, PHH representatives said to me " you are not authorized on the account, therefore we can not discuss it with you. '' They say they have no record of the third party authorization. They refuse to connect me with a supervisor -- stating that there is no supervisor available. On XX/XX/2022 I re-sent my letter of XX/XX/2022 with the the Borrower 's Third Party Authorization to the PHH email address at XXXX. I also tried six times over the course of 24 hours to send it again by FAX, but each time I received notice that the FAX was not received because the PHH FAX line is busy. My client is due to exist a period of forebearance on this FHA insured reverse mortgage on XX/XX/2022. The client was in a repayment plan before forbearance began. We want to apply for a Maine HAF Program grant to help reduce the amount due on the repayment plan. We can not do that until we can communicate with PHH about terms of the forebearance exit.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently sold a home ( XXXX XXXX XXXX XXXX, Ohio XXXX ) and the hole was in me and my wife name. Every payment was sent by us the home owners! There was a overpayment and XXXX ( PHH mortgage ) refused to make a check out in our name after stating they will. Very bad company.
Company Response:
State: OH
Zip: 44111
Submitted Via: Web
Date Sent: 2022-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage Services is demanding escrow payments far in excess of what is required to cover costs and offering no interest for excessive balances. They are, in fact, extorting interest-free loans from their consumers and have no justification for the charges. This past month, PPH Mortgage Services raised my monthly mortgage payment {$110.00} and provided false justification for this charge. I was told that insurance and taxes had increased and that there was a shortage in my escrow account that would need to be repaid over several months ( see pages 1 -2 ). This is false. My monthly statements have never shown such a shortage ( see pages 3-4 ). In fact, I received a refund last year. They fraudulently write on one docum ent the shortage is {$740.00} ( see page 1 ), and then they tell me it was {$400.00} over the phone. The repayment amount of {$62.00} is also random ( see page 1 ). Indeed, there has been an increase in insurance and taxes this year ; however, it is less than half of what they are demanding. PPH also randomly assigns minimum required escrow balances. For XXXX it is {$610.00} on one document ( see page XXXX, right column ) and {$920.00} on another ( see page XXXX ). For XXXX, they have a required minimum balance of {$770.00} on one document ( see page 6 ) and {$510.00} on another ( see page 7 ). Meanwhile, my monthly expenses are between {$410.00} and {$460.00} per month and balances sit far closer to {$2000.00} for many months of the year. Additionally, XXXX XXXX themselves sent me a letter indicating that I hold {$59000.00} in equity on my {$210000.00} mortgage ( see page XXXX ). Yet they continue to charge PMI each month.
Company Response:
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mother passed away in XX/XX/XXXX and I called the reverse mortgage in XX/XX/XXXX to submit our intent to keep the property, request for marketing extension, and to payoff the loan balance. They advised me to send the Last Will and Testament, Death Certificate and a letter of intent and my requests which was promptly emailed on XX/XX/XXXX to PHH mortgage at the email address they provided. They said it would take 48 hours to authorize me in the account. I checked again on XX/XX/XXXX and the loan representative said that they did not receive my email due to difficulties they were having with their system. I submitted a new written request for payoff, marketing extension and for authorization the same day ( XX/XX/XXXX ). I was instructed to check back in 48 hours. On XX/XX/XXXX I called again to check status and the representative said that my documents had in fact been received the first time and that the file was notated by their legal team to say that the Will was not notarized therefore I am not authorized on the account. Im checking with an attorney, I was advised that Last Will and Testaments in the state of California do not require a notarization and the only require that is that they are properly witnessed. My mothers Will has been properly witnessed. I have attempted to contact the reverse mortgage company, PHH Mortgage Services to address this inaccurate information from their legal team but they continue to refuse me as an authorized person on the account. Time is of the essence in paying off this loan. However, after receiving several different reasons this company has deemed as insufficient for me to become authorized, and also asking to speak to a manager or Vice President, I have been unsuccessful in any attempts to receive a payoff statement including wiring instructions. At this point, I believe my consumer rights are being violated and that this mortgage company is thwarting my duties as a Trustee for my mothers estate. The beneficiaries are also being prevented from paying off this loan and their rights have also been violated in the process. To date, I have sent them the copy of The Living Trust, naming me as Trustee, The Last Will And Testament, Payoff Request, Marketing Extension Request. PHH issued a final notice calling the loan on XX/XX/XXXX with instructions that we have 30 days to comply before the loan goes into foreclosure. However, they will not cooperate with sending a payoff statement so that we can comply.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91360
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My other complaint was closed. The problem was never resolved. I started this loan modification back in XXXX of XXXX. Everytime I fax paperwork something is missing, I refax it and they say something else is missing. I spoke with the relationship manager and while on the phone I faxed what he said was missing. Call back a week later the same stuff is still missing fax it again. Other documents are missing. Files a complaint with cfpb they got the companies response and they stated documents were missing. At the end of the last complaint I faxed the papers they mailed and said was missing on XX/XX/2022 and still nothing. This has been going on for 5 months now for a loan modification. This company has been sued my numerous states for mortgage mishandling. And I can't get anywhere with them. My only step is a lawyer now.
Company Response:
State: MD
Zip: 21220
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: this complaint is against PHH Mortgage. I have paid the loan off in full over 30 days ago and have asked for the Lien Release Document and have not been able to get it. the loan was paid in full on XX/XX/XXXX and i still do not have the lien release document and i am going to settlement on the home and need that paper. i have asked them and they keep telling me they are working on it. it has been over 30 days!!!! Please help!!!
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage From XX/XX/XXXX to XX/XX/XXXX was serviced by Ocwen Mortgage. My mortgage is now being serviced PHH mortgage. When my mortgage was transferred to PHH, PHH informed me on a recorded line XX/XX/XXXX that my home loan went 8 months without payment causing XXXX to be placed on the end of my mortgage balance. Yes I did get a loan modification with Ocwen but my mortgage payments were still being paid. I have made some payments late but i jave never gone almost one year with ever making a payment since the inception of the loan in XXXX, Some how XXXX is missing from my payments. As a result, I have been unable to get a refin to lower my interest rate and overall my mortgage payments. I think I being vitumized by predatory lending by Ocwen and PHH mortgage. Can some one from your agency investigate why Ocwen transferred my loan to PHH mortgage with 8 missing payments totaling XXXX. I can provide documents showing payments were made.
Company Response:
State: KS
Zip: 67114
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: case number XXXX regulatory case number XXXX Dear XXXX XXXX On XXXX XX/XX/XXXX I applied to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and I kept calling XXXX to send the XXXX. Late in XXXX I wrote to XXXX to help investigate on the situtation. After I wrote a manger XXXX called XX/XX/XXXX and wrote back they were looking into it. Late XXXX XXXX XXXX I received the w9 and sent it to XXXX and lost the grant. I then applied for a new grant through XXXX PHH then called in XXXX and modified the payment to {$840.00} I told the manager of the account I can not afford as my husband is awaiting his XXXX XXXX XXXX XXXX I am now ready to make payments as my husband got his XXXX But can only make payments of {$640.00}. Hope you can look into it and we can resolve it and go back to my normal payments Notice of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Inbox XXXXXXXX XXXX XXXX XXXX XXXX Mon, XXXX XXXX, XXXX PM to me XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX Application # : XXXX XX/XX/XXXX Dear XXXX XXXX XXXX We are pleased to tell you that based on our review, you meet the basic eligibility requirements for the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. This does not guarantee you will receive a funding award. First, we must determine what type of assistance you may be eligible for under the program. The XXXX XXXX provides homeowners affected by COVID-19 with several types of assistance : Many mortgage servicers are required to offer homeowners affordable loan modifications according to federal and state guidelines. XXXX XXXX helps eligible homeowners seek loan modification assistance from their mortgage servicer. If you do not qualify for a reasonable loan modification offer with your servicer, then XXXX XXXX funds may be used to try to make your monthly payment affordable or to pay down mortgage arrears. XXXX XXXX provides financial support to address non-mortgage issues, such as delinquent property taxes, water/sewer payments, condo and co-op fees, and manufactured home loans. XXXX XXXX also provides limited financial assistance to cover the cost of ongoing monthly housing payments for eligible homeowners who are unable to pay their ongoing housing costs. Next, XXXX XXXX will reach out to the entity to whom you make your monthly housing payments and confirm the amounts owed. If you are seeking mortgage assistance, we will contact your mortgage servicer to ask for a loan modification, if possible. If your mortgage servicer offers you a reasonable home retention offer or loan modification, XXXX XXXX funds may not be needed if the offer meets the programs criteria for being affordable. If we determine that you do require financial assistance under this program, the funds will be made available as a forgivable loan ( see Terms of Assistance below ) from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX the administrator of this program. XXXX XXXX financial assistance loans will have the following terms : The loan will not require you to make any monthly payments or pay any interest. The loan would only be due if the property is sold, transferred, refinanced, or stops being used as a primary residence within XXXX years. If none of these events occurs, then the loan will be forgiven XXXX years from the date the loan is signed. The loan will be secured by a lien on the fixtures attached to the home. There are no application fees, credit report fees, processing fees, lock-in fees, or property appraisal fees charged related to the loan. Please note that this approval is conditional, and may be canceled for any reason in accordance with XXXX XXXX XXXX XXXX, including but not limited to the following : Information you provided to the program, or other individuals acting on your behalf during the application process, is found to be untrue or inaccurate ; Based on new information reviewed by the program, you are determined to no longer be eligible for assistance. You fail to provide any required documentation or information requested by XXXX XXXX. Based on our review of loan modification offers available to you, you are determined to no longer require financial assistance from the program.
Company Response:
State: NY
Zip: 14223
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had a trial modification with PHH for XXXX, XXXX and XXXX which i paid all on time and they acknowledge that- So the modification paperwork was supposed to be sent in XXXX it wasn't- I opened a case with you about it- They then sent the paperwork for a due date of XX/XX/XXXX for a payment and the paperwork. I sent the payment and they cashed the check on XX/XX/22 and it's pending not posted to my account- I sent the paperwork signed to them priority mail on XX/XX/22 and I emailed them to let them know that I once again did everything I was asked to do on my end in a timely matter and they have before the XXXX due date for both. PHH emailed me back on XX/XX/22 that they have the agreement and it passed the initial review. Which makes no sense why does this need a review? why has my account not updated? it is now XXXX XXXX Please look into this!
Company Response:
State: PA
Zip: 19136
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A