PHH Mortgage Services Corporation

2019-03-29

MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Our mortgage was sold to PHH mortgage services. We wanted to reduce our monthly payment by removing our home owners insurance from escrow. I fought with them for months because they said it was not possible. After multiple calls and several mail correspondence, they finally took my insurance off the escrow. But then my payment went up nearly {$100.00} a month. They claim it's because my property taxes went up. I checked with the city and they said they may go up {$44.00}, not hundreds of dollars. Everything is a struggle with them. And I'm pretty sure they are ripping me off.
Company Response: Closed with explanation

Timely Response

2019-03-28

Newport News, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-28

East Keansburg, NJ

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-26

Jax, MS

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-26

Newark, DE

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-26

Suffolk, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-25

Garland, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-25

New Market, AL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Recently my mortgage was transferred to PHH Mortgage Services who notified me that {$120.00} in late charges. There's been no interruption in my automatic payments and it was transferred from the previous mortgage holder. I would like an explanation to the fees because I don't believe I have missed a payment. PHH insists they have the right to collect the debt from the creditor.
Company Response: Closed with explanation

Timely Response

2019-03-21

Belle Isle, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-21

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-20

Northside, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In late XXXX, XXXX purchased PHH Mortgage, and I received a notification that PHH would be taking over the processing of my mortgage payments. I was advised that no action was required on my part and that electronic payments and processing would continue as normal. On XX/XX/XXXX, I received a letter dated XX/XX/XXXX that my mortgage was 2 months past due. I confirmed with my bank that there was disruption in the automatic withdrawals from my bank account. The most recent bi-monthly payments of {$660.00} and {$660.00} were withdrawn from my bank account on XX/XX/XXXX and XX/XX/XXXX, respectively. Another payment is scheduled for processing on XX/XX/XXXX. Again, I was told that I didn t have to do anything when PHH took over my mortgage from XXXX. I logged in to my account on the new site and I did not see anything describing my mortgage payments as past due. I contacted the company by emailing them through their website and received a very weak response. Here is the response in full : Dear Mr. XXXX, Thank you for using our email service. I understand your concern. Our records indicate that you are set up on bi-weekly payments and the account is current and due for XX/XX/XXXX. The loan was still in the transitioning period. The letter was dated XX/XX/XXXX. The XX/XX/XXXX payment was received and posted on XX/XX/XXXX. The XX/XX/XXXX payment was received and posted on XX/XX/XXXX. Please be advised we are unable to assess any late fees or negative credit reporting until XX/XX/XXXX so your loan is in good standing and everything is up to date. If you have any further questions or concerns, please let us know. This demonstrates PHH 's inability to accurately serve its customers, which is a similar problem I had with XXXX. In fact, XXXX adjusted the principal balance on my mortgage as part of a class action settlement in XX/XX/XXXX. Unbelievably, they weren't able to handle that adjustment correctly either, as negative adjustments ( i.e. increases ) to my principal came on to my account status. I was told these were " errors '' ; I submitted a compliant to the CFPB for this matter previously. I reviewed XXXX 's response and, while I am not certain, I think eventually my principal adjustment was fixed. XXXX, and now it's subsidiary PHH, have consistently demonstrated a lack of competence when dealing with its customers. They can not even handle the most basic of situations. I have been paying electronically since my mortgage started in XX/XX/XXXX. I have never missed a payment, never switched banks, or anything like that. Yet, first with XXXX and now with PHH, the companies have demonstrated that they do not deserve the public trust and should be sanctioned and financially punished by the CFPB to motivate them to get their acts together.
Company Response: Closed with explanation

Timely Response

2019-03-20

Boston, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: PHH Mortgage Services recently acquired ( XXXX-XX/XX/2019 ) my mortgage from XXXX. XXXX provided PHH Mortgage Services with a summary of my mortgage and escrow amounts. PHH Mortgage Services in my first payment to them since their acquisition of my account increased the amount of my escrowed amount, applying extra to my insurance escrow and " other taxes ''. However, my insurance had not increased and what " other taxes '' were they collecting funds to pay. PHH told me they were collecting for an escrow reserve. However, when I pushed they told me they were aware of the " problem '' and would be evaluating my account. They also stated that even though XXXX had provided them with my mortgage and escrow summary, they did not follow that report and alternatively collected more money than was necessary. So, they took money from my bank account that I did not owe. I call that stealing and I am XXXX.
Company Response: Closed with explanation

Timely Response

2019-03-20

Discovery Bay, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: In XX/XX/XXXX, after my bankruptcy was discharged, I applied and was approved by XXXX for a loan modification in XX/XX/XXXX. The XXXXrial Period Plan required three payments of {$1800.00} on XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX. XXXX also found that there was a lien on the property for unpaid HOA fees. XXXX verbally stated that I would be provided plenty of time to provide proof that the lien was inaccurate. In XX/XX/XXXX, I provided XXXX with a copy of the HOA ledger showing that my property had a {$490.00} credit. XXXX did not accept the HOA ledger provided by the management company and required that the lien be released. In XX/XX/XXXX, the first payment was automatically deducted and processed without any issues. Furthermore, during XXXX, XXXX notified me in writing that the company was consolidating with XXXX Mortgage XXXX and that all mortgages would be handled by XXXX effective XX/XX/XXXX. On XX/XX/XXXX, I sent to XXXX, by email as required by XXXX, a copy of the notice of lien release ( dated XX/XX/XXXX ). On the same day, I telephoned XXXX to ensure that they received the XX/XX/XXXX payment and my email with the Notice of Lien Release. XXXX confirmed receipt of both and advised me that the final payment would be paid to XXXX on XX/XX/XXXX ; but, the PHH would send the final Mortgage Agreement to permanently modified my mortgage. However, on XX/XX/XXXX, my final trial period payment was not processed. On XX/XX/XXXX, I contacted XXXX who stated that they no longer had my file and I must contact PHH. On the same day, I contacted PHH by phone and email. During my phone convesation with PHH, I owed almost {$15000.00} and the account did not show that I was in a trial payment period. Then the PHH representative stated that my account wasn't completed reviewed or process by PHH and I should provided them with at least 2 additional weeks. On XX/XX/XXXX, PHH stated that the final XX/XX/XXXX trial payment was not accepted by XXXX or PHH because on XX/XX/XXXX, XXXX denied the loan modification on the basis that the lien release was not recorded. The PHH representative suggested ( 1 ) apply for a loan modification ; or ( 2 ) request my file to be reviewed for errors so that PHH may determined if the lien release was recorded before or after the XX/XX/XXXX denial decision. In none of XXXX 's documentation, including the Trial Period Plan, was a deadline provided for the lien release. The only requirements were that ( 1 ) the title on the property is clear and ( 2 ) three payments made on XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX. A complete chronology with all attachments, including but not limited to, emails, notices, trial payment period, was submitted to PHH my email on XX/XX/XXXX. PHH will also receive a hard copy of this chronology and notice of this complaint by mail no later than XX/XX/XXXX. Because of the size restrictions, the chronology without attachments will be uploaded to the CFPB. A limited number of attachments may be uploaded at a later date.
Company Response: Closed with explanation

Timely Response

2019-03-19

Colver, PA

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Reporting company used your report improperly
Complaint: I inquired with PHH mortgage services regarding loan refinancing. After talking to them I declined the loan. They sent a packet of all my financial and personal information to another customer of theirs. When this customer realized he received all my information he notified PHH. He stated he spoke with several people at PHH. They all instructed him to ignore this and shred the documents if possible. I was made aware of this by the customer. PHH mortgage corporation never notified me of this breach of my security and still has not. The only reason I know of this is because of the customer who felt he should tell me.
Company Response: Closed with explanation

Timely Response

2019-03-19

Melbourne, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-16

Bakersfield, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX transferred our account to PHH, but in the transfer, they lost a payment of {$1200.00} that we made on XX/XX/XXXX. When we contacted PHH on XX/XX/XXXX, they told us we would have to speak to XXXX, and when we called XXXX on XX/XX/XXXX, they told us that they couldn't access the information and that we would have to speak with PHH. In other words, between the two companies, they either lost, misplaced, or stole our payment of {$1200.00}.
Company Response: Closed with explanation

Timely Response

2019-03-14

Corona, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-14

KY

Trouble during payment process

Mortgage: VA mortgage

Complaint: Became behind in payments, had to utilize XXXX XXXX for Payment. A bank check was sent from my bill pay and was not accepted, but returned to me. XXXX XXXX Payments as follows : XXXX XX/XX/XXXX {$500.00} XXXX XX/XX/XXXX {$500.00} XXXX XX/XX/XXXX {$520.00} XXXX XX/XX/XXXX {$520.00} Prior to submitting any further payments, called the Mortgage company to ensure they would accept payment amounts. The answer was yes. I paid the following : XXXX XXXX {$1100.00}. The total amount was still sitting at XXXX XXXX. XXXX XX/XX/XXXX spoke with XXXX who stated that their accounts department would be open 8a-5p she would call me back. Never called. XXXX XXXX XXXX with XXXX. She did not call back. XXXX XX/XX/XXXX spoke with XXXX. XXXX called me back and said if I do not hear from him he could not get in touch with anyone. I talked to my case manager XXXX XXXX my case manager who said the funds were with XXXX because the account number was not on the transmission receipt. I called again on XXXX XX/XX/XXXX spoke with XXXX XXXX and asked if I should just get the funds and resubmit with the account number. She said yes. I also asked if they would still accept the funds. She said yes. I checked today they received the funds the same day and when I called today XXXX XX/XX/XXXX I was told by the customer rep that the funds were being sent back to me because I am five months in the rear. I was put on hold to speak to XXXX XXXX and was disconnected before I spoke with her. I called back, five minutes later and was again disconnected when transferring.
Company Response: Closed with explanation

Timely Response

2019-03-12

Wallington, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: DEED IN LIUE EMAIL CONVERSATION OF XX/XX/XXXX to XX/XX/XXXX This memorandum is part of my CFPB Complaint Response Attached are email conversations between Mr. XXXX XXXX of PHH Mortgages Loss Mitigation Department that will prove that PHH and Mr. XXXX as an employee of PHH committed various Inaccuracies, Errors, Mishandling, Misleading and abusive Tactics Inclusive of this Conversation during my loss mitigation part of my foreclosure. The breakdown of the conversation will prove that The following Acts/Rules were violated : The Consumer Fraud Act, The Fair Foreclosure Act, The Fair Debt Collection Process Act and the exact kind of violations or respite violations that PHH MORTGAGE SERVICES was cited for in Their {$45.00} XXXX Civil Settlement of XXXX which I also was a borrower included in that. Email attached : XX/XX/XXXX Page One bottom paragraph email dated XX/XX/XXXX at XXXX XXXX I beginning with After you called me on XX/XX/XXXX In this correspondence I wanted to have The DIL Offer that was initiated by Mr. XXXX XXXX, to be put on Hold so I can do my own due diligence. I state for now, please place the Brakes on the offer. The word Put the Brakes does not necessarily mean to come to a complete stop and close the file as going forward in this same email I explain what was meant by that word and how Mr. XXXX himself acknowledge in this email correspondence, he understood what I was trying to say and do. In this same paragraph I go on to say, I AM NOT SAYING I REFUSE TO COOPERATE and I need to do my own due diligence. In the middle of Page 1 On XX/XX/XXXX at XXXX XXXX where it begins with XXXX saying, I received your message I CAN NOT HOLD the file and later in the same paragraph XXXX says. I WILL CLOSE THE FILE. This is as clear as day that HE ACKNOWLEDGED AND UNDERSTOOD THAT I WANTED TO HOLD THE FILE NOT CLOSE IT. HE then as the email says closed the file but I wanted to only for now, to have the file put on hold so I can do my own diligence. Page 2 but still same email I ask XXXX to call their attorney and I go On to say just because I am asking you TO PUT A HOLD ( AGAIN NOT CLOSE ), on this, I would hope such a offer AND YOURE OFFER ( PROOF AGAIN I WANTED HIS OFFER TO STILL BE OPEN ) will still be on the table. ( Remember this is XX/XX/XXXX so the above HE CLOSED THE FILE had not occurred yet. I did not want to lose his offer or any similar ones ( AGAIN CLEAR AS DAY HE UNDERSTOOD I WANTED A HOLD AND NOT TO CLOSE. On a side note, XXXX was rushing all of this from calling me first ( I do not know what he means ) to closing a file after 2 days!!!! Something was very off with all of this. Page 3 On XX/XX/XXXX at XXXX XXXX XXXX states I WILL ALSO CANCEL THE APPRAISAL Having acknowledging and proofing with all the above that XXXX understood what I wanted and it was to HOLD not CLOSE the file at this point why would an appraisal be necessary. To elaborate the appraiser ( XXXX XXXX at XXXX ) NEVER came to my door and you can ask him yourself. He called me XXXX times and both times since my understanding was the deal was closed, I told him to call XXXX. In your decision notice attached of XX/XX/XXXX you say I am declined for Homeowners Assistance at the last page The Evaluation Summary you state DECLINED and the reason listed is I WOULD NOT LET THE APPRASER IN THE HOUSE TO COMPLETE AN APPRAISAL. When I saw that I was SHOCKED. As per all of the above the reality was that XXXX Closed the File and HE Cancelled the Appraisal. These documented facts for which you should be able to pull up on your side so you dont accuse me of falsifying anything, start a whirl wind that change future correspondences and previous correspondences in terms of more respite and other types of violations. First I want to wait to hear your response to this CFPB. You mailed me a COPY of a SUPPOSED Pre Approval for this DIL on XX/XX/XXXX, I never received such a document. I AM ASKING FOR PROOF THAT THIS WAS SENT AND HOW AND TO WHOM? ). Given your history of falsifying information, I am positive that document was made after XX/XX/XXXX so their could be some relevance to your case. There are also two copies sent both with NO DATE starting with my loan number and RE : Homeowners assistance Program Evaluation XXXX that you sent much later in a correspondence which has falsified info on page 4 saying I was Pre Approved for a DIL The other is the one I got again beginning with my loan number and an RE : Homeowners assistance Program Evaluation. which states on Page 4 I am Declined for ALL They are both not signed but the person who supposedly sent the correct XXXX came to me on XX/XX/XXXX ( XXXX ) sent from your lawyer XXXX but from a Person out of XXXX PA called XXXX XXXX as this : XXXX XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX On the fourth page Under The Evaluation Summary it says Declined for the the fact I did not let the appraiser do an appraisal. ( I have already proved that to such a Lie and a cover up it makes me sick ). Here are Two more examples of falsifying your letters. I have enclosed a XXXX receipt saying that the documents of 63 pages were mailed on XX/XX/XXXX Certified. In the attached letter you sent datedXX/XX/XXXX RE : LOSS MITIGATION FINANCIAL PACKAGE RECIEVED, In the second actual paragraph it says ( WE HAVE RECEIVED YOUR APPLICATION FOR HOMEOWNERS ASSISATNCE AND WE WILL REVIEW IT ). I did not mail that package until XX/XX/XXXX so how could it be there by XX/XX/XXXX? In another Letter dated XX/XX/XXXX with the same RE On that same second paragraph it says WE RECEIVED YOUR APPLICATION FOR HOMEOWNERS ASSISTANCE ON XX/XX/XXXX AND REVIEWED THE INFORMATION YOU SENT Now you say you received it on XX/XX/XXXX, How when again I mailed the package on XX/XX/XXXX. :
Company Response: Closed with explanation

Timely Response

2019-03-11

Bostonia, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: PHH has no reasonable way for us to get them an authorization letter. They said they require it to be an original, mailed to them at a special address. This was done XX/XX/19. PHH is denying ever receiving anything and is refusing to speak to us when we call in. Oddly enough, they will speak to us on their outbound calls. They will not acknowledge a faxed copy of the authorization. It is clear that PHH is purposely attempting to block the executor from attempting to resolve the estate issues of the XXXX borrower. Even the parent company is having these same issues with PHH, and their frustration level is evident. It is an Industry Standard to be able to fax or even email documents to a lender. PHH 's policy is unacceptable.
Company Response: Closed with explanation

Timely Response

2019-03-08

Saint Clair, MO

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-07

Mc Farland, WI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This is a continuation of our former complaint XXXX about PHH Mortgage Co. What they said they would do in their letter received on XX/XX/XXXX, is unacceptable. They refused to take out the {$400.00} they were supposed to take out on XX/XX/XXXX and each month thereafter. They told us to set up our own schedule with our bank. This was NOT what they said they would do via a phone call with XXXX at phone number XXXX XXXX XXXX on XX/XX/XXXX at XXXX XXXX our time. For that phone call, he had been on hold two different times at about XXXX minutes each time. XXXX and XXXX resolved our complaint which we had registered the evening before with the Consumer Financial Protection Bureau. The final result was acceptable to both parties - PHH was to take out a {$400.00} mortgage payment on XX/XX/XXXX to be applied to the XX/XX/XXXX payment and take out another payment on XX/XX/XXXX, our regularly scheduled time. They would apply the {$400.00} as though it had been paid on XX/XX/XXXX, with no added fees or interest. and all would be as it should have been had they taken out the XX/XX/XXXX payment on time. PHH should just do what it says it will do when we talk to them. They seem to say one thing and then send a letter with the opposite information. I had talked to someone on XX/XX/XXXX about this very issue and they had promised they would take out the {$400.00} payment on XX/XX/XXXX, just like XXXX had always done. Then instead of using our {$1000.00} extra payment for interest via a check - they said we'd paid ahead for our monthly payments, thereby accruing more interest for themselves. In their letter of XX/XX/XXXX, they gave us a name of someone to whom we could complain ; XXXX XXXX, XXXX XXXX XXXX. Her voice mail says she'll respond in 2 - 3 days. XXXX XXXX - their manager could also be reached at XXXX XXXX XXXX, ext XXXX. That number doesn't work. XXXX who made the original agreement has not returned our phone call made on XX/XX/XXXX when we discovered that only one {$400.00} mortgage payment had been taken from our bank account. XXXX then did manage to reach XXXX in the ombudsperson 's office and she said she'd work with XXXX and XXXX to resolve it. She said she won't guarantee that they can go back and change the principal payment we made in XXXX. We would have just paid the mortgage ourselves but we believed them and didn't want to have two additional payments taken out! Please just do as XXXX promised.
Company Response: Closed with non-monetary relief

Timely Response

2019-03-06

PA

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: We are doing a short sale since XX/XX/2018 with PHH Mortgage as the mortgage lender. This is an FHA loan and has a HUD partial claim. Now, they denied the short sale because the the homeowner has a Federal Tax Lien. We told him that once we can get the approval letter of the short sale, we can process a discharge of the lien from the property through IRS. PHH Mortgage said that according to FHA they will not approve the short sale unless the tax lien is paid in full so the title will be cleared. We told them this is not how it works. Based on FHA loans that we handled before, they just approve the short sale even with the tax lien. I called HUD ad they confirmed that the tax lien should be settled. We were surprised because this is the first time that we heard this matter. The homeowner has financial hardship so she can't pay this lien.
Company Response: Closed with explanation

Timely Response

2019-03-05

Seneca, SC

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-05

Tucson, AZ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I purchased a home in XXXX for {$360000.00} and believe I might be the victim of a predatory loan. The loan term was set up to be " interest only '', so making the monthly payments was not an issue in the beginning. I planned on selling the home when the value of the property increased, however, that never happened and the property value dropped significantly ; I became " underwater '' in my mortgage. I became XXXX a few years ago and my loan switched to non-interest only my house payment nearly quadrupled. PHH Mortgage was in no way willing to help me avoid foreclosure when I started falling behind on my payments. After much frustration I was able to get assistance from a government approved mortgage counselor in order to stay in my home and make the payments for a year. Unfortunately the assistance in which I was receiving from the mortgage counseling service has ended leaving me to fend for myself with PHH Mortgage. I've tried repeatedly to talk with someone at PHH Mortgage about a loan modification and they refuse to call me back or give me any type of assistance as a customer. I've called them no less than 15 times from XX/XX/XXXX - XX/XX/XXXX. They either put me on hold for hours until I finally give up or when I was able to speak with a person was told they could not help me and that someone else would call me back which they never once have done. I'm in a dire situation and PHH Mortgage refuses to help. I'm desperate to get my loan modified so I can remain in my home and not become XXXX. I can not pay the unreasonable amount that PHH Mortgage expects due to their predatory lending practices, total disregard/lack of customer service, and my current circumstances. The bottom-line is that PHH Mortgage could care less how financially ruined a customer becomes due to their ignorance.
Company Response: Closed with explanation

Timely Response