PHH Mortgage Services Corporation

2018-09-13

Groton, MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: For two years I have submitting docs to Phh mortgage to obtain modification. They just kept asking for more docs. On XX/XX/XXXX I received denial of modification because they refused to use a portion of my income and r refused to offer an opportunity to appeal. Also the desktop appraisals they keep using are highly inaccurate. I see no real report just a value that is more than {>= $1,000,000} over value I need to stop this foreclosure.
Company Response: Closed with explanation

Timely Response

2018-09-11

Park City, IL

Improper use of your report

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-09-10

DC

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Through XX/XX/XXXX, I was making monthly payments to PHH Mortgage Services in the amount of {$2300.00}. My payment included escrow for taxes and insurance. In XX/XX/XXXX, I was notified that my payment was increasing to {$18000.00} based on an escrow analysis that was completed of my account. In XX/XX/XXXX, I stopped making payments. In XX/XX/XXXX, the loan was transferred to XXXX XXXX. I have obtained a document where PHH claims to have paid {$330000.00} from the the escrow account on my behalf. The loan was transferred to XXXX with a negative escrow balance of approximately {$140000.00}. I have obtained a payment history from the DC Office of Tax and Revenue ( OTR ) that shows they have received {$260000.00} in tax payments dating back to the date that I purchased the property in XXXX. The bulk of these payments have been made by XXXX ( approximately {$260000.00} ). I believe PHH Mortgage Services transferred the loan with false documents. I am also being charge interest and penalty payments in the amount of {$70000.00} during the period that my loan was current.
Company Response: Closed with explanation

Timely Response

2018-09-10

MO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I paid our mortgage for XX/XX/2018 on XX/XX/2018. PHH sent us a letter stating we were short on our escrow by over {$1000.00}. We have never been late on payments. We are always early on payments. PHH sent us a breakdown of the payments they have. Our XX/XX/2018 payment was not applied and the escrow for that month was not applied. We have tried contacting the company several times. We get sent to what must be a call center in XXXX where we clearly state the issue over and over and over again and a person with a very heavy accent is extremely confused as to why we are calling. They are not helping us at all. They refuse to let us speak to a supervisor or say the supervisor is too busy and will call us back. The supervisor never calls us back. This is not the first issue. They have claimed we didn't pay before as well and they ended up saying they lost our payments. Our bank had to call PHH and work with them to help PHH find our payment, which they had cashed and just apparently forgot or something. We are honestly not happy with this company at all. We did not choose this company and do not wish to work with them ever again. They are scam artists.
Company Response: Closed with explanation

Timely Response

2018-09-05

El Toro, CA

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-09-05

Gloucester City, NJ

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-09-04

College Hill, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-31

Fred, VA

Struggling to pay mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-08-31

Bedford, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: PHH mortgage is claiming that the home loan to value ( LTV ) mus be 75 % in order to request a drop of private mortgage insurance ( PMI ). According to the consumer protection act of 1998, the PMI can be requested removed at 80 % LTV and must be automatically removed at 78 % LTV. I have never missed a payment, and recently ordered an appraisal which gave me an LTV of 78 %. PHH is refusing to drop the PMI after we followed the proper steps or requesting the drop in writing, having an appraisal, and being current on payments.
Company Response: Closed with explanation

Timely Response

2018-08-30

Orlando, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-08-28

La Porte, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-22

Georgia, VT

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-17

Fred, VA

Struggling to pay mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-08-16

Fountainville, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On an annual basis, PHH requires borrowers to upload renewed insurance information. I pay my flood insurance personally, that is not included in my escrow payment. The portal that they use to upload documents seems to never successfully work ( even though it states " Document upload Successful '' ). Back in XX/XX/XXXX, I received a letter from PHH stating that I was going to be billed {$1600.00} for flood insurance since I did not upload my new policy. I did however, upload my new policy information via their portal and then once again after receiving the letter. My policies are all current. I received a recent escrow analysis stating my escrow was short. The company representative stated {$1600.00} was pulled from escrow for flood insurance, flood insurance I already showed proof of paying. I have had my loan with them since XX/XX/XXXX and they are constantly messing up my escrow balance. For the 1st two years, they could not figure out my taxes and were issuing me a check for approximately {$2000.00} at the close of the year for the overage. An overage which I fought them on numerous times, however they stated they need time to figure it out. They are now stating that even though they doubled down and paid insurance which I showed evidence of, that my new bill is substantially higher to cover that deficit. I refuse to pay anymore than what I should be paying. Thank you for your review into this matter.
Company Response: Closed with explanation

Timely Response

2018-08-16

Los Angeles, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I attempted to get a loan modification, they did not return calls, claimed that they did not receive the correct paperwork though it was submitted several times.I then attempted to do a short sell on the property.they sent the necessary forms but they had already foreclosed on the property and put it up for auction.
Company Response: Closed with explanation

Timely Response

2018-08-10

Cheverly, MD

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: To Whom it may concern ; I am writing this letter concerning a loan modification, I was approved for by PHH Mortgage based on my financials only and the probationary period for the new payments began in XX/XX/XXXX. However, I was informed in XX/XX/XXXX that my ex-husbands name was not removed as requested and after I was told it would be at the onset of my application process. I want my mortgage company to honor my request and completely remove my ex-husbands name from all association pertaining to my loan and any other associations of the residence at XXXX, MD XXXX. The details of my loan modification are as follows : I spoke with their representative and discussed the above. I had pre-qualified for the program alone and in order to have his name removed completely from the loan, I would need a Quit Claim Deed. I informed the representative I had that document. I received the loan package for < $ 250K, reviewed the prefilled information I had supplied via phone that was on the loan application, gathered all the required documents, signed where applicable and returned the documentation immediately. I was contacted by a number of individuals beginning with XXXX XXXX, who advised me of the new payment amount required for 4 months as the probationary period that was set to begin in XX/XX/XXXX until XXXX, XXXX, the new interest rate reduction, the extended payoff terms, and finally the modification loan was in my name only. She also ensured me, the auto debit had been curtailed. Upon reviewing my account, she noticed my XXXX payment had been drafted towards the new probationary period. In XX/XX/XXXX, I received a call from a male representative and informed I had completed the probationary period. The loan would now be setup permanently on their system and the next payment would start in XX/XX/XXXX. At this point, I reactivated my auto debit for the XXXX of the month as I had previous to the modification. This has been my practice since the inception of the loan in XXXX. In XX/XX/XXXX, Ms . XXXX contacted me and stated the entire process was completed. We chatted a little and I thanked her for all of her assistance throughout the process. I had one question for her before we terminated our call. I questioned why she asked for Mr. or Mrs. XXXX. She looked more closely at the loan and apologized as she assured me my name was the only one on the loan. She stated the back office may not have caught up with the changes. I questioned when would his name be removed and she said she would call me back. After several days, I had not heard from Ms . XXXX so I left her a couple of messages letting her know I was mindful she serviced several clients ; however, my last message was of concern for my privacy as my ex-husband should not have any access to my new loan information. Ms . XXXX contacted me and stated she had contacted a back office person, who stated my ex-husbands name would not be removed. She stated it is possible they had not reviewed my loan, while I was on the phone she contacted the dept again. The response was the same. She then contacted her manager, XXXX XXXX XXXX Ext # XXXX, who expressed the same result. I was very agitated by this response and requested to speak with Ms. XXXX. XXXX understood my agitation and provided the number. I left a message with my home and office number for Ms. XXXX to contact me. I spoke with her and she stated simply that his name would not be removed, my loan was modified due to my past due status, his name was not on the home anyway and I had not qualified for the loan. I was livid, to say the least, by her unprofessionalism and inconsideration. I explained to her as mildly as I could this is what I was told from the beginning and at the end of my process by Ms . XXXX. Additionally, my loan has never been late in 20 years, his name was removed from the property in XXXX of XXXX based on the Quit Claim Deed he signed as part of the divorce and I was told I qualified for the loan. What reasonable person, having completed the entire package, submitted sole documents such as Tax returns, XXXX, etc. followed all loan requirements would think she had not qualified for the loan. Her insensitivity and rude behavior was appalling. She was not client centric or sensitive to what I was told as her client. I followed all of their rules and was told this was not going to happen. I told her this was misleading and asked her to speak with her legal dept. She stated she is speaking for the legal dept. Lastly, she stated she had corrected the people involved. I asked how? She stated, She had spoken with Ms . XXXX about the incident. I was at a loss for words and we terminated the call. It has taken me several months to write this letter as I discovered I was depressed behind this incident. It took me back because I thought I was moving forward in securing my home for my children and I after my divorce in XX/XX/XXXX. I had began to change my life and surroundings to reflect new beginnings, then this occurred. I did everything according to what the representatives requested. This is an unfair practice and I want them to honor what I was told, nothing short than to have my ex-husbands name removed from my mortgage and anything associated with this residence. I expect an immediate removal of his name.
Company Response: Closed with explanation

Timely Response

2018-08-10

NV

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: XX/XX/XXXX I had severe damage do to my home because of 35 feet of snow in 20 days. It was a natural disaster, historical for the XXXX area. My home has been under construction since XX/XX/XXXX after the snow melted. I have a XXXX child that has in home therapy that had to be changed to 50 miles away from our home because of construction with meals outside of our home because of lack of use of our kitchen. Our homeowners insurance company XXXX has taking up to 8 months to approve the repairs. So permits have lapsed and winter weather restrictions have pushed this construction back. I have notified my mortgage company XXXX numerous times before I got into financial problems and have applied for a homeowners assistance program/loan modification. I have been denied twice. I want to stay in my home. I am a XXXX XXXX year old ( XXXX ) and have a severely XXXX child. I will mail you the corresponding documents by mail. Please help ... ... Tell me what to do next!
Company Response: Closed with explanation

Timely Response

2018-08-08

Arlington Heights, IL

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-08-01

Leeton, UT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage is with PHH Mortgage, serviced by mortgagequestions.com. I have been paying PMI since the loan originated, but last year applied to have PMI removed. I paid their fee for their appraiser to come out and appraise the current value of my home. Their appraiser stated the value at just under the value that was needed to remove PMI on the loan. In XX/XX/2018, I had another appraisal done to try to refinance the house. The appraised value came in higher than the value needed too remove PMI last year, so, once the refinance failed ( due to a separate issue with divorce ) I contacted PHH/mortgagequestions.com to start the process to remove PMI from the stated value from the appraisal. I have contacted them several times. More than 1 week after each contact ( their autoresponder to email states I'll get a response in 24 hours ), I get a response to my request that they will send out a letter outlining requirements within 7-10 days. I've been trying for a month now and I have not gotten this letter, nor have they responded with a reason as to why they're delaying responses. Their delay in removing PMI and their appraisal last year feels deliberate in an attempt for them to continue collecting that fee even in light of the requirements for removing its having been met. Additionally, I have my mortgage payments set for 2 equal payments each month. The first payment is always the requested payment, the second payment of the month is always higher than requested with no explanation as to why. Additionally, my account statements never reflect the additional amount that has been taken from my checking account for payment nor what the additional amounts were used for.
Company Response: Closed with explanation

Timely Response

2018-07-31

Jacksonville, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-31

Fort Stockton, TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: I received a bill from the tax assessors office stating that the taxes on my property had not been paid and are over due, nearing litigation phase. I promptly call to confirm and indeed they had not. I asked if the interest and fees can be waived and they can not, stating that just because you do not receive the bill does not mean anything, it was still my responsibility to pay the taxes. To avoid further fees I paid the tax bill with penalty and interest in full. I then called PHH mortgage company to as they reimburse me for the penalty and interest fee and they needed to see the paper work. I sent them all the paper work I had and said I should hear back by Friday ( now Monday ). I did not hear back so I followed up the following Tuesday. Which is when I was informed they would not reimburse me for the incurred fees. The problem being that the property being a duplex which I reside on one side of ( but own both sides ) has two parcel numbers. It has always had two parcel numbers, but the escrow just pays one account. Both parcel numbers have been on the previous year billings. Long story short they only paid half of the property taxes and will not reimburse me for the charges which arouse from their mistakes.
Company Response: Closed with explanation

Timely Response

2018-07-19

Country Club Hills, MO

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-07-13

VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2018, my outstanding loan balance was {$650.00}. A payment of {$650.00} was due on XXXX XXXX and was received by PHH mortgage onXX/XX/XXXX. I received a letter from PHH, dated XX/XX/XXXX, stating that a payment of {$700.00} was due by XX/XX/XXXX. I called PHH customer service and received the following additional information : 1 ) My payment from XX/XX/XXXX was not credited to my account because it was not received in the form of a certified payment ( wire transfer or bank check ) and did not cover the full amount of the loan which now included a Recording Fee. 2 ) My payment from XX/XX/XXXX would be refunded to me after I paid the loan balance in full ( e.g. {$700.00} ). In response, I would provide the following : 1 ) I was never informed of and hold no correspondence from PHH prior to XX/XX/XXXX, including the original loan paperwork, indicating the amount of the Recording Fee nor of any requirement as to the form of the final payment. I was basically informed on XX/XX/XXXX what my payment amount due on XX/XX/XXXX was and because I didn't pay the correct amount they are still charging me interest on the loan. How can that be legal? 2 ) If I had not made my regularly schedule loan payment as required by XX/XX/XXXX, I would have been subject to an additional late payment fee. Given the procedures implemented by PHH to notify borrowers of these requirements after the maturity date of the loan it is impossible for the borrower not to incur additional interest charges and fees or to be required double remit their final payment.
Company Response: Closed with explanation

Timely Response

2018-07-12

Oro Valley, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-12

Norfolk, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This complaint is in reference to PHH 's ( i.e., XXXX XXXX, Senior Liaison, Office of the President ) response to complaint number XXXX. In PHH 's response they referenced not being able count the interest paid because it was paid in arrears. PHH also mentioned that the information in their response could be found in IRS Publication XXXX. For this complaint I am asserting that PHH has misrepresented the information in their response and misrepresented the instructions found in IRS Publication XXXX for the following reasons : 1 : Arrears by definition means money that is owed or due and should have been paid earlier. For example : The 13th payment was made on XX/XX/XXXX in the amount of {$1000.00} for XX/XX/XXXX, any interest paid as part of that payment would have been for interest accrued until XX/XX/XXXX. Just because the payment was due In XX/XX/XXXX does not mean that interest associated with the 13th payment was paid forward for interest which had not yet accrued. If PHH is claiming that part of XX/XX/XXXX payment was used to pay interest for XX/XX/XXXX, a period of time for which interest had not yet accrued, then I believe this is a misrepresentation of the facts. 2 ) IRS Publication XXXX specifically states on page 8 " The statement will show the total interest you paid during the year, and if you purchased a main home during the year, it also will show the deductible points paid during the year, including seller-paid points. However, it shouldn't show any interest that was paid for you by a government agency. '' The information I provided in complaint XXXX clearly indicates that all of the interest ( {$13000.00} ) was paid in XXXX. Therefore, as required by IRS XXXX, all of the interest paid in XXXX should have been shown on my XXXX for XXXX. 3 ) IRS publication XXXX discusses prepaid interest on page 8. However, since interest accrues in arrears, no interest was prepaid for XXXX. The 13th payment was paid on XX/XX/XXXX. This means that any interest paid was for interest that had accumulated on the loan between the 12th payment ( XX/XX/XXXX ) and the 13th payment ( XX/XX/XXXX ) ; all interest being paid in XXXX and not prepaid for any part of XXXX. Any money that was paid early ( XXXX and prior years ) would have helped to reduce the principle balance and thereby reduce the interest that was estimated to be due at the time the loan was originated. So while the principle was paid in advance, the interest was not. There is no interest that was paid in XXXX that should be considered a prepayment of interest for XXXX. I respectfully request PHH to provide a revised XXXX that accurately shows the {$13000.00} paid in interest in XXXX, plus an additional {$150.00} to cover the cost of having my accountant file a corrected tax return once PHH corrects their error.
Company Response: Closed with explanation

Timely Response