PHH Mortgage Services Corporation
Consumer Complaints
There are over 2450 complaints on file for PHH Mortgage Services Corporation. Dated between 2019-06-28 and 2012-02-17.
Complaints Page 16
2018-05-16
Kansas City, MO
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-15
Chester, VA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-10
Albion, NY
Closing on a mortgage
Mortgage: FHA mortgage
Company Response: Closed with monetary relief
2018-05-09
Joppa, MD
Trouble during payment process
Mortgage: VA mortgage
Complaint: I need a CFPB investigator to get involved in this as soon as possible. This is the fourth time I have had to submit this complaint and PHH refuses to take the appropriate actions to fix the issue and comply with the laws and their own documents. I have spoken with CFPB representatives who assured me that I am correct in my analysis of this situation but they said they couldn't do anything and an investigator needed to get involved to take action against PHH.
PHH is not in compliance with the Real Estate Settlement Procedure Act ( RESPA ), 12 CFR 1024.17, or their own frequently asked questions ( FAQ ) that they send out. They refuse to look into this and just claim, falsely, that they are in compliance, even though all facts show that they are not.
I have attached a copy of the most recent FAQ that they sent out. It is in compliance with the federal regulations, but PHH is not even following their own documentation in this matter. I can not be the only homeowner affected by this. Per the PHH FAQ : We list all possible disbursements or expenses such as property taxes or insurance premiums to be paid on your behalf for the next 12 months. We take the total and divide the amount by 12 payments. Total anticipated disbursements divided by 12 payments equals the Monthly Escrow Payment. PHH knows, and has never denied that I have paid my XXXX real-estate taxes. The anticipated disbursements, as shown on the PHH escrow analysis are {$1800.00}. XXXX = {$150.00} and not the {$420.00} that PHH is charging me each month. On XX/XX/XXXX, I informed PHH that I paid my taxes in the amount of {$3300.00} for the year XXXX. I was instructed to fax in proof of the payment, which I did on XX/XX/XXXX, but due to a backlog of such requests PHH didnt mark it as received until XX/XX/XXXX. I did make several follow-ups and was told each time it was in process. PHH states in their response However, the Real Estate Settlement Procedure Act ( " RESPA '' ) requires the collection 1/12th of the total taxes and insurance billed. The total amount projected to be paid for taxes and insurance in XXXX is {$5100.00}, so {$420.00} is required to be collected each month according to the RESPA regulation and is unable to be altered if the bills are prepaid. This is not true for several reasons. First off, the projected amount to be paid in taxes and insurance in XXXX {$1800.00}, as shown on the PHH Escrow analysis the provided and that is attached. ( {$230.00} & {$140.00} for taxes in XX/XX/XXXX, {$1400.00} for insurance in XX/XX/XXXX ). PHH admits in their first response We then updated our system to reflect that the next county tax bill will be due in XX/XX/XXXX. They know there are no taxes, and nothing more than {$1800.00} due until XXXX of XXXX and they freely admit that. The second reason their response is not true is that per RESPA page 12 : Shortages, Surpluses, and Deficiency Requirements12 CFR 1024.17 ( f ) The servicer shall conduct an annual escrow account analysis to determine whether a surplus, shortage, or deficiency exists as defined under 12 CFR 1024.17 ( b ). Per 12 CFR 1024.17 ( f ) C. 1. ii.Charges during the life of the escrow account. Throughout the life of an escrow account, the servicer may charge the borrower a monthly sum equal to one-twelfth ( 1/12 ) of the total annual escrow payments which the servicer reasonably anticipates paying from the account. In addition, the servicer may add an amount to maintain a cushion no greater than one-sixth ( 1/6 ) of the estimated total annual payments from the account. PHH does not reasonably anticipate paying taxes until XX/XX/XXXX as they freely admit. PHHs own FAQ on how escrow accounts are calculated says that they add together what they expect to pay within 12 months, and divide that by 12 to determine the monthly payment. That would be in accordance with RESPA and CFR guidelines, but in this case, they are including amounts they admit they know they wont be paying within 12 months. PHH even goes on to explain that I can submit for other off cycle analyses of my account to get the amount of overpayments refunded. This does not make sense to continue to overpay and then request refunds. Page 3 of the PHH escrow analysis clearly shows overpayment in XXXX of a total of {$3700.00}, with nothing due until XX/XX/XXXX. The CFR can be accessed at : https : //www.consumerfinance.govXXXX XXXX XXXX The RESPA guidance can be accessed at : https : //www.federalreserve.gov/XXXX and it is attached.
Company Response: Closed with explanation
2018-05-09
Foothill Ranch, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have automatic ACH payment processing setup with my mortgage company, PHH Mortgage. The payment is configured to draft from my checking account on the XX/XX/XXXX of each month. In the management section of the website where one can configure their payments, there is an option for additional principle payment along with your standard monthly mortgage payment.
The day after my XXXX payment ( {$2500.00} ) was processed, I configured an additional principle payment of {$43000.00}. In the beginning of XXXX, {$45000.00} was debited from my account. This was expected as it is the sum total of my standard monthly payment with the extra principle I chose to pay. On XX/XX/XXXX, I logged into their account management website and removed the {$43000.00} additional interest payment, as I wanted it to be a one time payment.
On XX/XX/XXXX, PHH Mortgage again attempted to debit my account for {$45000.00}. Upon calling them, they acknowledged their mistake and assured me it would not happen again. I explained to them that I was extremely unhappy as their mistake had caused both of my accounts to be overdrawn, essentially freezing all of my available funds and that I did not want this to happen again. They assured me once again that the issue had been addressed on their end and that the ACH payment would not be retried.
On XX/XX/XXXX, they once again attempted to debit my account for {$45000.00}, again overdrafting my accounts and freezing all available funds. All of my funds have been frozen for at least 4 of the last 7 days because PHH refused to proactively intervene.
I understand mistakes happen, however, there are a couple of issues that concern me here : First, they did not process my request to remove the additional principle payment until XX/XX/XXXX even though i initiated this change on their website more than two weeks prior. This would indicate to me that while I am making changes to my account electronically, there is still some sort of manual process being followed on their end that requires human intervention. I would suspect that there are federal regulations regarding this sort of thing to which PHH is not in compliance.
Secondly, PHH indicated to me that once an ACH is initiated on their end, they have no control to stop it or the subsequent retry attempts that may result from NSF situations. Again, I would suspect that this is not true and that there are probably federal banking regulations to which PHH is not in compliance.
Company Response: Closed with explanation
2018-05-09
Princeton, NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-08
Davie, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-08
NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I recently was notified that my morthage servicing was reassigned by XXXX XXXX XXXX to PHH Mortgage. On XX/XX/2018, I called to inquire into the reassignment and learn about payment options. The representstive stated that the only way to avoid payment related fees was to either mail a check or sign up for paperless billing/statements. XXXX XXXX XXXX did not have any hidden fees. PHH Mortgage is charging an additional {$17.00} for payments over the phone ; {$10.00} for utilizing the telephonic automated system or {$7.00} for paying online. This is absolutely ridiculous. XXXX XXXX XXXX did not charge these hidden/additional fees. PHH Mortgage is basically getting a windfall in these fees from consumers that merely want to pay their mortgage.
Company Response: Closed with explanation
2018-05-08
TX
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I was having some financial issues in XXXX, so I went to my mortgage company, PHH Mortgage Services, and applied for a loan modification. I was granted the modification and the payments were to be added on to the end of my mortgage. I caught back up in XXXX of XXXX but they reported the months that my payments were under the modification as late. I was told that this would not happen and it is essentially why I applied for the modification to begin with. I have written to the bureaus and to the company requesting that my credit report be corrected, but the bureaus just say it was verified and PHH Mortgage Services has not responded.
Company Response: Closed with explanation
2018-05-07
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-06
Saint Augustine, FL
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
2018-05-05
Millis, MA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-05
Traver, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Hello, I am writing regarding the harassment & fund embezzlement done by PHH mortgage company XXXX XXXX XXXX. We are the current owners of this property and are having difficult time getting our house repair completed ( water damage ). We closed this house on XX/XX/XXXX.
XXXX XXXX XXXX has sent the check to the PHH Mortgage of {$14000.00} dated XX/XX/XXXX check # XXXX. PHH Mortgage company have already cashed it out but are not diverting the funds towards right claim ( they are not sending it back to us on XXXX XXXX XXXX ) .Claim # XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX.
My realtor contacted and I personally called PHH mortgage company on several occasions.PHH mortgage is giving my realtor, previous owner and us a run around.
We are harassed mentally physically and monetary wise.Kindly, help us by intervening into plea of our.
Best Regards : : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX.
XXXX XXXX XXXX XXXX
Company Response: Closed with explanation
2018-05-04
Harsens Is, MI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Since I started the mortgage 10 years ago this is the only payment that has ever gone 30 days. I attempted to make the payment but PHH has a website which is not optimized and the word Authorization : listed during the online payment process is misleading. It says, you are authorizing a payment after entering the payment amount and hitting submit implying that the payment has been authorized. This wording and processes is misleading and should be changed. Also, the employees doing collections are likely lying about doing their job contacting customers who have missed a payment. The misleading website and poor customer service is responsible for my missed payment in XX/XX/XXXX. I would like the XX/XX/XXXX derogatory record retracted to be current.
In summary : I have a Mortgage with PH Mortgage company that I have had for over 10 years and have never missed a payment on that account or any account in my entire credit history ( document 7 my credit report ) until XX/XX/XXXX. In summary, I attempted to make a payment through the PHH Mortgage online website. The payment was never officially sent and therefore never received, as a result I have derogatory record of 30 days late on my credit report that I would like to be retracted to show as current, see page 12 of document 7 to view the record. The details are in the paragraphs below.
I attempted to make the payment On XX/XX/XXXX I attempted to make a payment thought the PHH website Mortgagequestions.com. I have attached supporting document 1 showing that the payment was all set to be made and I took a screen shot, of what I thought was confirmation of the payment. The screen shot of my payment shows the word Authorization which could be easily mistaken for authorized. Further proving both my intent and attempt to make the payment I have attached document 5 showing that I transferred {$680.00}, the amount of my payment, to my checking account XXXX, document 1 also shows that account XXXX is the account I intended for the money to come from. Unfortunately, due to the Authorization header on the payment page I missed that I had to click the make payment button on the PHH website. Document 8b pg2 shows there was {$7100.00} in account XXXX which is more than enough to cover the payment of {$680.00} had it been posted. I was not aware, however, that the payment had not been posted and I filed my screenshot with the rest of my payment records and went on with my life.
I was never made aware the payment was not posted I was never contacted by PHH about a missed payment by phone or by mail. Never. According to a customer service representative at PHH mortgage, their collection records show they called me on XX/XX/XXXX but I never received a call. I NEVER was contacted by anyone at PHH. I am a mother and a small business owner and ALWAYS answer my phone. I ALWAYS answer my phone and would have been happy to bring the account up to date given the chance. I tried to obtain a list of my phone records proving they never called me so I could submit them with this complaint. Unfortunately, XXXX XXXX XXXX, my cellular provider, was unable to deliver that information because the billing has mobile phone and landline on the same bill which XXXX XXXX XXXX calls combined billing and as a result XXXX XXXX XXXX has no way to access the call history from my mobile device. Despite my strong attempts to obtain my phone records to prove the alleged call date of XX/XX/XXXX never took place. XXXX XXXX XXXX is unable to provide me anything in writing. If CFPB is so inclined they can call XXXX XXXX XXXX to confirm that business accounts with combined billing are unable to access the records from their mobile device. If CFPB could access my phone records it would show that PHH Mortgage never called me or left a voice message. I had a job related to collections years ago and what I think may have happened is that a collections employee clicked through their collection calls generating documentation that they called me but they never actually called. I encourage the CFPB to request call logs from PHHs phone provider proving that the call was placed and show the duration of the alleged call. There was no call to me alerting me that my payment had not been made, there was no email or standard mail sent to me by PHH alerting me that my payment was not made. I never received any contact from PHH that my payment was not made.
If I had been made aware that the payment had been missed of course I would have paid it immediately. Why after 20 years of perfect payment history, as shown in a copy of my credit report ( document 7 ), and a credit score of XXXX ( document 6 ), with plenty of cash in the bank, would I let a payment of {$680.00} ruin everything I have worked so hard for. I understand the value of my credit score which is why I monitor it and mange it responsibly. Every attempt was made by me to make my payment on time and if I had been made aware of any delinquency I would have remedied it immediately.
I paid immediately after finding out the payment had not been made My husband and I both have been subscribed to a monthly subscription with the credit monitoring service offered by XXXX as shown in document 9 for over 5 years. On XX/XX/XXXX, I received a preliminary alert message from XXXX on my phone stating there may be a potentially negative or derogatory record on my PHH account. I immediately went to the PHH online website to investigate and made a payment as shown in supporting document 2. Supporting document 3 shows the alert being officially posted to my XXXX credit monitoring service on XX/XX/XXXX. I was only made aware of the derogatory record when I received an alert form my own credit reporting monitoring service that I pay for monthly PHH never informed me. As soon as I was made aware of the missed payment I immediately went online to make the payment. I went to the same website 2 days later to make another payment and I went online again a few days after that to make yet another payment bringing my account paid a month in advance. I would have made all 3 payments on the same day but I did not trust their website would properly apply multiple payments on the same day. The PHH website has a history of low function. Supporting document 4 shows the message on the website when I log in saying the website is not optimized. I receive this message every time I log in no matter which browser I try.
As soon as I found out about the late payment I made the account current. As shown in document 2 the payment happened within the same day of me being made aware that it was late. I called the company PHH Mortgage to see what happened. Of course, I though the payment had been made and was under the impression there was some mistake on their part. That is when the claimed they tried to call me, and since the payment never left my bank they recommended I issue a written complaint to the CFPB.
However, there is responsibility of the company PHH Mortgage to reach out to me via email, phone and/or mail to let me know of a missed payment. With such an important result as a derogatory record affecting my credit both personally and in business I would hope the CFPB will find the fault does not lie with me and retract the XX/XX/XXXX derogatory record.
I want the XX/XX/XXXX derogatory record retracted to be current - Document 1 shows the word Authorization which appears after I type in all my payment information, implying the payment has been made - I have a proven history of having a credit score of XXXX prior to this event as shown in document 6, my credit dropped to XXXX within days of this event. Document 8 shows plenty of cash to cover the payment and documents 1,3 and 9 show I understand the importance of making payments on time - I have a history of always current payments on this account ( document 7-m pg 12 ) and all of my accounts from the beginning of my credit reporting history ( document 7 ).
- I have never been late on any payment ever. ( document 7 ) - Never in the history of my credit reporting has anything like this ever occurred. ( document 7 ) - I pay monthly to protect my credit ( document 9 ) and would never have allowed a missed payment had I known of it - I paid immediately after finding out the payment had not been made ( document 2 ) Since I started the mortgage 10 years ago this is the only payment that has ever gone 30 days. I attempted to make the payment but PHH has a website which is not optimized and the word Authorization : listed during the online payment process is misleading. It says, you are authorizing a payment after I had already entered the payment amount and hit submit implying that the payment has been authorized. This wording and processes is misleading and should be changed. Also, the employees doing collections are likely lying about doing their job contacting customers who have missed a payment. The misleading website and poor customer service is responsible for my missed payment in XX/XX/XXXX. I would like the XX/XX/XXXX derogatory record retracted to be current.
Company Response: Closed with explanation
2018-05-03
Jupiter, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: XXXX XXXX outsources their services to PHH. In 2017 they paid property taxes after I paid them. Then they billed me {$1000.00} more per month for the delta. I could not and would not pay as it was not my fault. Thanks to the CFPB, PHH resolved the issue after 5 months and countless calls for hours. Case number XXXX My problem now is that PHH is charging my late fees in excess of {$200.00} for something that was delayed due to something that was their fault. I did make my normal payment. They refused to recognize payment and billed late fees. Furthermore, they have tarnished my credit bureau score at the same time. I have left countless messages for XXXX XXXX XXXX My last attempt to do this without CFPB XXXX XXXX agent id XXXX would send the request to remove the late fees to his manager. All future correspondence will be done by USPS mail. As PHH has not once done anything promised, I am forced to submit this plea for help
Company Response: Closed with explanation
2018-05-03
Las Vegas, NV
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-02
Arvada, CO
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-02
Zionsville, IN
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-02
Kempner, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-01
Glendale, CO
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: PHH cashed a check for the wrong amount, it was {$1400.00} and they input {$1000.00} on XX/XX/2018. Then then sent us in default, charged late fees, and never even credited the {$1000.00} to our account!! I have called, they refuse to let you speak to anyone in the accounting department, they said that that department doesn't take phone calls. They also refuse to respond to emails. I asked how this would be resolved and the customer service rep said that they would look into it when they get a chance and would eventually withdraw the money from our account. He didn't know why we weren't credited for the {$1000.00} that they took and didn't know if or when they would be able to correct it so now we show that we have a missed payment!!!
I asked over and over to speak to someone in a department who can help me and they simply refuse. I am so frustrated with this company. I would honestly refinance just to get rid of them but interest rates are higher now than when we got our loan. I don't know how else i can contact them every number published leads to the same outsources call center.
Company Response: Closed with explanation
2018-04-27
Pullman, WA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Dear Consumer Financial Protection Bureau, Please accept this letter as a request to file complaint against PHH Mortgage Services regarding charges assessed to an escrow account, and request for restitution of charges. Please also accept this letter as a request to file complaint against XXXX XXXX for request of property charge reimbursements, and for dismissal of reimbursement request with prejudice.
Accounting We hold a conventional home mortgage loan with PHH Mortgage. It was established XX/XX/XXXX and matures on XX/XX/XXXX. The property ( also later referenced as parcel ) under mortgage is the primary residence. Property taxes are assessed via XXXX County. PHH Mortgage Services, since the loans inception in year XX/XX/XXXX, has collected the parcels taxes and held them in escrow, as part of the propertys monthly mortgage payment. PHH Mortgage services biannually issues XXXX County payments to cover the propertys taxes out of the escrow account.
The mortgage holders received an escrow overage check in year XX/XX/XXXX. They called XXXX County Treasurers office to confirm the property taxes had been paid, which they had. The mortgage holders then called PHH Mortgage Services to confirm the overage check was not a mistake. PHH Mortgage confirmed the taxes had been paid, the escrow account was not negative or in an Advance position with PHH Mortgage Services, and that the overage reimbursement was indeed valid.
The mortgage holders continued to received escrow overage checks until year XX/XX/XXXX. The same process was followed by the mortgage holders with every check received : the XXXX County Treasurers Office was called to ensure taxes were paid, and PHH Mortgage Services was called to ensure it was not a mistake. Every inquiry had the same results : the taxes had been paid and PHH Mortgage Services confirmed the overage reimbursement was valid.
In XX/XX/XXXX the mortgage holders received a letter from XXXX XXXX XXXX XXXX XXXX XXXX division. The letter stated XXXX XXXX had mistakenly paid property taxes for the parcel from XX/XX/XXXX through XX/XX/XXXX. XXXX XXXX requested reimbursement in the amount of {$13000.00}.
The mortgage holders were astounded. The mortgage holders did not know the parcels taxes were being paid by any source other than PHH Mortgage Services. There was certainly no expectations XXXX XXXX would ever pay the parcels taxes. Neither mortgage holder had ever held accounts with XXXX XXXX ; not loans, bank accounts or any other form ( s ) of credit. XXXX XXXX had never been requested to pay the property taxes, nor were they obligated to do so.
The mortgage holders directly contacted the XXXX County Treasures office and inquired to how this might have occurred. A clerck, in the XXXX County Tax Department, noted it could be a result of a misapplied parcel payment. The clerk further explained that XXXX XXXX likely had a typo in a parcel number, and it could have resulted in payments being made on the property taxes accidentally. At the mortgage holders request the clerk put a flag on the property to ensure that only the mortgage holders or their lender ( PHH Mortgage Services ) could pay the property taxes for the parcel going forward.
The mortgage holders immediately following the phone call with the XXXX County Treasures Office, called PHH Mortgage Services. The mortgage holders alerted PHH Mortgage Services of the likely reason for the escrow refunds that had been occurring. They may be a result of misapplied parcel payments by XXXX XXXX. PHH Mortgage Services was unaware this was occurring. PHH Mortgage Services was able to confirm their system showed they had sent funds to XXXX County for the parcels property taxes biannually. PHH Mortgage Services documented that they had later received refunds from XXXX County Treasury, for overapplied parcel tax payments. The overapplied funds returned by XXXX County were then sent out to the mortgage holders as escrow overage reimbursements. PHH Mortgage Services put a note on the account to ensure the parcels taxes were paid to XXXX County and that should overapplied escrow funds be identified going forward a review would take place. PHH Mortgage Services also immediately started an escrow review on the mortgage holders mortgage account.
The mortgage holders sought legal counsel regarding the funds XXXX XXXX was requesting reimbursement of. The attorney counseled the mortgage holders to deny the reimbursement request from XXXX XXXX as there was no legal obligation for reimbursement. A letter was sent to XXXX XXXX, via attorney, on the mortgage holders behalf denying the reimbursement. This was at a personal cost to the mortgage holders of {$990.00}. Inherent in the denial for reimbursement was the denial of XXXX XXXX request to speak to the mortgage service company ( PHH Mortgage Services ), who was responsible for paying the parcel taxes.
The mortgage holders followed up with PHH Mortgage Services once the letter had been sent by attorney to XXXX XXXX XX/XX/XXXX denying the reimbursement. The purpose was to confirm that recent property taxes due on the parcel had been paid by PHH Mortgage Services, confirm an overapplied funds situation had not again occurred, check in to see if anything was found in the audit PHH Mortgage Services was performing on the account, and to notify PHH Mortgage Services XXXX XXXX request was being denied.
A few days after the mortgage holders called PHH Mortgage Services, PHH Mortgage Services called the mortgage holders. PHH Mortgage Services notified the mortgage holder the escrow account now had a negative balance. The mortgage holder was asked if they wanted to pay the balance due in full or have it divided up into monthly installments, which would be added to the mortgage payment. When the mortgage holder inquired as to why there was now a negative balance, PHH Mortgage Services confirmed that PHH Mortgage Services had contacted XXXX XXXX and issued a reimbursement to XXXX XXXX in the amount of {$13000.00}.
Again, the mortgage holders were astounded. PHH Mortgage Services had given no indication in any form ( call, email, text, portal message, letter ) they may/would contact XXXX XXXX regarding the reimbursement request. The mortgage holders had never asked/authorized PHH Mortgage Services to contact and/or make a reimbursement to XXXX XXXX regarding the reimbursement request. As noted above, according to counsel, there was no legal obligation for the mortgage holders to reimburse XXXX XXXX. Yet PHH Mortgage Services issued reimbursement to XXXX XXXX in the amount of {$13000.00}, had already added this amount to the mortgage balance as an escrow advance, and had done so without notice and without the consent of the mortgage holders.
The mortgage holders arranged a call to speak with a PHH Mortgage Services supervisor. The purpose was to voice concern with the process, its legality, and to negate the {$13000.00} PHH Mortgage Services had charged to the escrow account without authorization from either mortgage holder. The supervisor noted it was done and that PHH Mortgage Services acted in its own best interest to protect the asset from a possible lien ( against the parcel ) originating from XXXX XXXX for reimbursement of the mistakenly paid property taxes.
No documentation was ever provided by PHH Mortgage Services on the {$13000.00} charge. Further, no documentation was ever provided by XXXX XXXX noting PHH Mortgage Services had reimburse XXXX XXXX. The only documentation evident of the {$13000.00} transaction is reflected in the PHH Mortgage Service portal, in viewing the Mortgage Accounts Annual Escrow Statement.
Conclusion Reasons stand that the mortgage holders did no harm, and also conducted due diligence in : paying into escrow to cover their parcels property taxes ; vetted parcel taxes were paid with the XXXX County Treasurers Office ; vetted the mortgage holder, PHH Mortgage Services, was paying the taxes and processes were being followed in paying the parcel taxes ; never requested payments be made on their behalf on parcel taxes by XXXX XXXX ; immediately notified XXXX County Treasurers office of the unintentional payments by XXXX XXXX to prevent future occurrences ; immediately notified PHH Mortgage Services of the unintentional payments by XXXX XXXX to prevent future occurrences ; sought out and paid for legal counsel to determine if there was legal obligation to repay XXXX XXXX for unintentional property tax payments ; never requested PHH Mortgage Services reimburse XXXX XXXX for unauthorized payment of property taxes.
Complaint & Restitution The mortgage holders request the following complaints and restitutions be made : The complaint against PHH Mortgage Services : PHH Mortgage Services made a non-obligatory payment to XXXX XXXX and then assessed the amount to the mortgage holders mortgage, in the form of an escrow advance. Prior to PHH Mortgage Services taking any action with XXXX XXXX, the mortgage holders denied XXXX XXXX request for reimbursement and informed PHH Mortgage Services of this denial in a phone call ; the denial notifying XXXX XXXX was sent by mail via attorney. Despite the notice given to PHH Mortgage Services regarding the denial, PHH Mortgage Services contacted XXXX XXXX and made a non-obligatory payment to XXXX XXXX, without the knowledge or consent of the mortgage holders. The amount PHH Mortgage Services paid XXXX XXXX was the amount XXXX XXXX had requested reimbursement for, because of unintentional tax payments XXXX XXXX made on the mortgage holders parcel, {$13000.00}.
The remuneration request against PHH Mortgage Services : the mortgage holders request the {$13000.00} charged to their mortgage as an escrow advance be stricken from their account permanently, and any payments the mortgage holders made toward the advance be refunded them, without harm. It is further requested that PHH Mortgage Services actions may not result in any harm to the mortgage holders, should attempts be made by PHH Mortgage Services to reclaim the {$13000.00} from XXXX XXXX.
The complaint being made against XXXX XXXX : XXXX XXXX requested reimbursement in the amount of {$13000.00} for unintentional payment of property taxes on a XXXX County parcel. The mortgage holders did not request XXXX XXXX to pay their taxes and were not aware of the taxes being paid by XXXX XXXX until so notified. The mortgage holders should not, under any circumstances, be held responsible for the actions ( mistake ) of XXXX XXXX.
The remuneration request against XXXX XXXX : the mortgage holders are denying the request for reimbursement to XXXX XXXX. The mortgage holders seek written confirmation the reimbursement request made by XXXX XXXX is dismissed by XXXX XXXX without reimbursement and that no further request/attempt for reimbursement may ever be pursued. Should PHH Mortgage seek to reclaim the {$13000.00} reimbursement payment it made to XXXX XXXX, no actions may be taken to seek reimbursement by any party the reimbursement request denial stands under any condition ( s ), without financial remuneration to XXXX XXXX, and with prejudice.
Enclosures/Documentation In the form of attachments : XXXX XXXX Reimbursement Request XXXXReimbursementRequest $ XXXX Attorney Letter Mailed to XXXX XXXX Denying Reimbursement DenialOfRequestSentToXXXX Attorney bill for counsel and letter to XXXX XXXX IMSB Billing.pdf PHH Mortgage Services Escrow Statement showing additional charge of {$7400.00}, {$1800.00}, {$1500.00}, {$1500.00}, and {$1400.00} totaling {$13000.00} PHHEscrowCharges $ XXXX Respectfully, Mortgage Holders
Company Response: Closed with explanation
2018-04-25
Tempe, AZ
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-04-23
AZ
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I was getting a divorce The lender would not work with me The loan was an adjustable rate mortgage at the last minute
Company Response: Closed with explanation
2018-04-23
Queens, NY
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I placed a call to XXXX XXXX XXXX in XXXX XXXX, New York on Monday, XX/XX/XXXX to request that they fax my Form XXXX for XX/XX/XXXX. The fax did not arrive in the 24 hour period that they promised as the delivery deadline. I called them a second time on XX/XX/XXXX, and they said that they would fax the form. I let the representative know that the first request to have the from faxed to me went unanswered and this time the representative promised to fax the document within 3 hours. The document was not sent, although I received many faxes throughout the week and on that Friday. Their is a disconnect between their call center and the delivery system. How can they promise to send information out at a time certain, when the people responsible for the fulfillment are probably in a different country, or the call center is in a different country? Alternatively, I tried to retrieve my Form XXXX from their website, XXXX, but the website was not functioning and I could not retrieve the form. This is pitiful.
Company Response: Closed with explanation
2018-04-22
Lansing, MI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: From XX/XX/XXXX through XX/XX/XXXX, PHH Mortgage Services was servicing the mortgage on our primary residence. During that time period, our Chapter XXXX Bankruptcy Trustee sent the equivalent of 25 monthly payments to PHH Mortgage Services. However, it appears that PHH only processed 20 of the 25 payments, which made it appear to the next mortgage servicing company that we were 5 payments in arrears.
We able to verify the above information by obtaining the payment ledgers from our Trustee and PHH Mortgage Services.
Company Response: Closed with explanation