PHH Mortgage Services Corporation

2018-07-12

Cleveland, OH

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-07-10

Winnsboro, LA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My husband had a XXXX XXXX back in XX/XX/XXXX which caused us to fall behind on our payments. I continuously worked with Loss mitigation to get help in the matter. On XX/XX/XXXX, we were approved for a repayment plan and per the documentation received as long as we notified them that we wanted to do it and made our payment as of XX/XX/XXXX, we were in repayment. When i called in to accept the plan, I was told i could pay over the phone and nowhere in the documentation did it say otherwise. On XX/XX/XXXX, I called to make my payment and was told no, i had to mail it in. I did mail it in, but it never posted. On XX/XX/XXXX, I called to see what my options were and if my payment was received yet. Once again, I was told I could make a payment over the phone, then after a payment was attempted, advised the payment would have to be mailed in. I was told at that time that the representative would keep an eye on my account and if I was in Jeopardy of the plan breaking if my payment didn`t show up, she would call me. When I called on XX/XX/XXXX because i still hadn`t heard anything. I was told the plan was broken and I would have to resubmit new paperwork. I resubmitted new documentation with the same information i previously used and received a total declination letter. How is that possible when a month before we were eligible? I have resubmitted all documents and on XX/XX/XXXX was told a complete package was received and that foreclosure activity were on hold and no sale date could be processed. I called on XX/XX/XXXX to check on the file and was advised, nothing had been done with it, it was just sitting there and the representative would reach out to the processor. On XX/XX/XXXX, O was served with Foreclosure papers which was a violation of my rights, since I never received anything after my XX/XX/XXXX letter. I have since resubmitted documentation and the sale has been suspended for 30 days while they review, but if they come back and decline it, I will lose my home.
Company Response: Closed with explanation

Timely Response

2018-07-10

Taft, OH

Communication tactics

Debt collection: Mortgage debt

Frequent or repeated calls
Complaint: I had this problem with PHH Mortgage some years back. They started again on XX/XX/2018, the caller says that this is an attempt to collect a debt, and that the call is being recorded. I am not behind on my mortgage and the payment is not past due. My payment history is good for the life of this loan.
Company Response: Closed with explanation

Timely Response

2018-07-03

San Leandro, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-02

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-01

Hampton, VA

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2018-06-30

Chester, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I contacted PHH Mortgage for assistance as I was not working. I completed a request for assistance, sent my life history, the property was appraised. I received a letter saying that I could make a reduced payment of approximately half of my mortgage payment for three months and would then have to resubmit a hardship package and all documents again. I'm not sure how this is helpful. I was told that I didn't qualify for any other programs because of my debt to income ratio. If PHH was to lower my interest rate and helped me with a repayment plan I could afford the mortgage payment. The investor of the loan XXXX XXXX XXXX does not care about homeowners facing a hardship. I'm asking for someone else to review the hardship package submitted again and reconsider offering us a lower interest rate and repayment plan. Also, I have contacted XXXX our single point of contact seven ( 7 ) times and she has not responded to any of the voicemail messages left. I'm not sure I understand how a reduced payment for three months is a viable option to help.
Company Response: Closed with explanation

Timely Response

2018-06-29

NY

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: Creditor name is PHH Mortgage Services We were traveling overseas during the months of XXXX and mid XXXX, 2018 and were not aware that our XXXX payments, sent automatically from my XXXX XXXX XXXX account as a Bill payments, had been returned. However, upon realizing this mistake in late XXXX, I made several attempts to remotely solve the situation : - I sent another 2 Bill payments ( {$1500.00} and {$1700.00} ) from my bank in late XXXX that were deposited and CLEARED my account on XX/XX/XXXX, XXXX. However, unbeknownst to me, PHH FAILED TO CREDIT THESE PAYMENTS TO MY ACCOUNT. - Upon realizing that the payments had been returned I called PHH around XX/XX/XXXX and attempted to make a phone payment but the representative told me the account was blocked and I could not do so. - I then spoke to several people and asked to speak to a supervisor to see if I could send the payment electronically via a wire or ACH but was told that my account was blocked and that I could only pay with certified funds. - I then proceeded to send a wire to a neighbor for {$5500.00} and I asked him to go to a branch in person and pay the loan at a cashier, assuming that cash was certified funds. However, upon arriving at branch he was told that cash was not an acceptable for of payment. - At this point I decided to cut my overseas trip short and return to the USA myself to deal with this situation. Now my credit file is showing 30 days late for XXXX and I'm unable to obtain a mortgage for a new home despite having made EVERY effort to pay PHH on time. I tried, they refused.It almost seems like they didn't want me to pay, crazy ...
Company Response: Closed with explanation

Timely Response

2018-06-28

Staten Island, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-27

Arvada, CO

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-26

Denver, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-19

E Atlantc Bch, NY

Incorrect information on your report

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-06-13

Arlington, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In late XX/XX/XXXX, I mailed a XX/XX/XXXX mortgage payment using the XX/XX/XXXX coupon of my current mortgage servicing company, PHH Mortgage. After coming home from vacation, I found in my mail a second payment coupon for XX/XX/XXXX from another servicing company, XXXX XXXX. My servicing had been transferred. I did get a notice about this earlier, but missed the effective date of after XX/XX/XXXX, so I erroneously paid the first company because that was the only coupon I had at the time. My check to the first company ( PHH ) had not cleared by XX/XX/XXXX, so I was worried and called them. Their voice message said my account was transferred and I had to call the new company ( XXXX ), which I did, but the new servicer said they had not gotten anything from the old servicer ( PHH ) so I have to call the old servicer back. PHH 's customer service rep said they had no record of the payment. They said when they got the check they would either send the money to the XXXX or refund it to me. I just have to wait. This seems contradictory to their notice ( attached ) that says : " The last day PHH Mortgage will accept a payment from you is XX/XX/XXXX. '' I am worried when they will ever find my check in their system for my closed account if they say they haven't got it yet, since it's been a few weeks they sure should have gotten it by now. So I said how about if I put a stop payment on the check I wrote to them, and send a new check to XXXX for the XXXX payment. The PHH rep told me I am not allowed to stop the check and they will charge me a penalty for insufficient funds if I do that. They suggested I pay my mortgage twice -- the previous check to PHH plus write a new check to XXXX, then wait for PHH to process the first check. Or I could just wait until whenever PHH processes my check ( which they should have already gotten based on the dates, very worrisome ), to see if they pay XXXX the XX/XX/XXXX payment, or if they refund the money it to me. But I don't want to be late with the XXXX payment. So am I stuck paying double mortgage for XX/XX/XXXX? Do I have any other options to get this corrected? Thank you.
Company Response: Closed with explanation

Timely Response

2018-06-06

Washington, DC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: PHH Mortgage ( PHH ) has failed to provide me timely and appropriate notification of my loan transfer in accordance with 12 C.F.R 1024.33. PHH is/was my mortgage loan service. On XX/XX/XXXX, I received a letter from XXXX XXXX ( XXXX ) explaining that PHH transferred my loan to XXXX effective XX/XX/XXXX. PHH never sent me notification ( either physical or electronic ) of this transfer, so I did not know if the loan transfer was in fact real. After checking my documents online on PHH 's website. I confirmed that there was no official indication from PHH that my loan was transferred. In addition, my account in PHH 's website contained a new statement asking for my next mortgage payment by XX/XX/XXXX. At this time, XXXX was also asking for my next mortgage payment by XX/XX/XXXX. It was not until I personally called PHH that they confirmed that my loan was transferred. While on the phone, I asked to speak to a supervisor. They kept me on hold for about 30 minutes and then hung up on me. How is a customer suppose to maintain proper financial standing if loan servicers transfer loans without any notification in violation of the requirements? In this case, by issuing a new statement requesting my payment, PHH was trying to take additional money from me. PHH should be fined for its illegal and inappropriate behavior.
Company Response: Closed with explanation

Timely Response

2018-06-06

Scottsdale, AZ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-06

Library, PA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-06-02

Lafayette Hl, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I had a loan with PHH Mortgage. They mailed me the XXXX statement and I paid on XXXX, which is today and the due date. But I suddenly got an mail this afternoon from XXXXXXXX XXXX stating my loan was transferred to XXXX with the same due date of XXXX. Both PHH and XXXX didn't give me any notice until today 's mail from XXXX. I logged into my PHH mortgage online account and can not find any information about the loan transfer and the only information I got from my PHH online account was my XXXX balance was still due on XX/XX/2018. I really got confused with which loaner I should pay in such situation as I didn't get the notice from either of them in time. I was shocked by their bad communications with clients.
Company Response: Closed with explanation

Timely Response

2018-06-01

Clayton, MO

Credit monitoring or identity theft protection services

Mortgage: Other type of mortgage

Complaint: My name is XXXX XXXX XXXX, and I mother originally start buying a house in XX/XX/XXXX, with XXXX XXXX, but around XX/XX/XXXX, P.H.H. Mortgage Scam Artists got on my mom credit reports and so we thought it was legal until, they had XXXX XXXX from XXXX, XXXX sent us a phony Summons, than it led to another Lawyer Scam Agency, after we went through the XXXX Attorney General. We still are living in my sister 's house because the " Privacy Act Laws, " were not there. The state of XXXX received {$45.00} XXXX Dollars, and yet my mother and I have received anything about saying we can get back into our home or a Refund .... Thanks.
Company Response: Closed with explanation

Timely Response

2018-06-01

Short Hills, NJ

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-06-01

Auburn Township, OH

Incorrect information on your report

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-31

MA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: my Property was going to foreclosure on XX/XX/XXXX, I tried doing re adjustment but they said i can't do that, they gave me 2 months to do short sales or readjustment then I sent all the paper work they needed to do short sales, than they get back to me on XX/XX/XXXX and said all the paperwork i sent was out dated its been 2 months i have to send all the paper work again, witch i am willing to do but I travel for work so its hard for me to send 2 years on taxes ( 90 pages ) bank statement s ( 50 pages ) paychecks all this via fax, and they still can't guaranty its not going to foreclosure and foreclosure on XXXX the XXXX, they wait 2 days before the foreclosure to tell me all my paper work was out dated, this is just crazy, they are not willing to do readjustment they wont let me do short sales i am trying to avoid foreclosure, please help.
Company Response: Closed with explanation

Timely Response

2018-05-22

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-21

Bloomington, MN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: PHH Mortgage Services of XXXX XXXX New Jersey refuses to release me from their private mortgage insurance unless I succumb to their extortionist demands. According to THEM my home is worth {$230000.00}, according to THEM I owe them around {$160000.00}, yet despite them saying this, they refuse to remove the Private Mortgage Insurance on my loan and are trying to extort me for additional money. This is completely unacceptable and they refuse to fix their mistake.
Company Response: Closed with explanation

Timely Response

2018-05-16

Alta, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My home was damaged by a sudden and accidental pipe burst on XX/XX/XXXX. My insurance company issued a check for repair of my home on or about XX/XX/XXXX. I forwarded the check to my mortgage company, PHH Mortgage on XX/XX/XXXX. Meanwhile I was financing the repairs to my home with my own money because the night of the flood I had signed contracts for restoration and demolition, and the next day, for repairs. All of the restoration, demolition, contents and repair companies are affiliated with each other, and just showed up at my house. The insurance company did not tell me there was a list of preferred providers, and these guys were not on that list, so I was liable for the money under the contracts, myself. Some worked through my insurance company others did not and demanded progress payments, so I made progress payments. I was in contact with the PHH Mortgage Loss Draft unit and was told that if I submitted a litany of documents, they would release funds to me. I began to submit documents. You can not directly submit them, you have to upload them to their website, and even then they profess that it will take 2 to 3 business days just to associate the documents with your account. Then, PHH Mortgage would reject documents for the most inane reasons. One of my documents, a contractor 's substitute XXXX form, provided by PHH Mortgage, was filled out by my tile contractor, and he did not put the zip code on his business address. It was rejected for that. PHH Mortgage does not call you or otherwise communicate with you to let you know documents were rejected, you have to check the status through the website. As a consumer, you can not see the documents once you upload them, and you are not aware of what precise document was rejected, so you have to call them. Every single call results in some other process that takes " 3 to 5 business days '' to correct. I was told funds would be released to me when I had an inspection. I had an inspection. The inspector certified 75 % work was complete. I was told I should be eligible for release of 75 % of my insurance check. At some point very late in the process, I was told that they were going to issue 2 party checks to me and my contractors. No one had told me that before. I had been paying them. They would not release funds to me, only, even though I had paid the contractors. They said they could reimburse me for what I had paid when I could produce evidence of " paid in full. '' I submitted all my cancelled checks. That wasn't good enough. I had all of the contractors issue me invoices that said paid in full. I submitted cancelled checks, and paid in full receipts on Monday for my flooring contractors ( totaling approx. {$20000.00} ). Today, Wednesday XX/XX/XXXX, they rejected a cancelled check as evidence of payment to my tile contractor. I am over {$30000.00} into the repair of my home with my own money and my insurance company has paid on my claim over a month ago. My home is nearly complete. There is absolutely no evidence of fraud on my part, all my contractors are getting paid, the inspector has certified 75 % work complete, and took pictures. Then, it started to dawn on me ... this is not about sufficient evidence - this is about intentional delay. My theory is they are earning interest on consumer 's insurance checks and refusing to pay out. I could understand getting wrong information a few times, or a few delays, but the incompetency and constant delays have been so persistent that they really can't be explained, other than they are about delay. Is there no rules in place to regulate these guys when they hold your insurance money hostage? I am completely out of money. I still owe contractors who did restoration work and who can not get full payment from my insurance company. They are threatening to send me to collections for any amounts not paid by my insurance. I need help. I have money to pay everyone and to make myself whole. PHH Mortgage is unreasonably withholding funds due me. I need this money to complete the work on my home and allow my family to move back in.
Company Response: Closed with explanation

Timely Response

2018-05-16

Miami, FL

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response