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 17
2018-04-20
Three Bridges, NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I over-pay my mortgage every month by 50-100 dollars. The payments are made automatically, electronically and for the last 5+ years I did not even receive invoices from PHH Mortgage.
Last XX/XX/XXXX an increase in property tax created a one time increase in my payment. I did not receive a notice until ~8 month later when I got a late payment notice for XXXX dollars. I called PHH and they informed me that because of the increase in XX/XX/XXXX I had been charged a ~115 late fee each month for the last few months. I escalated the issue several times and was told I would be contacted by an adjuster. I also asked to start receiving paper invoices.
A few weeks later I received a letter saying that if I payed XXXX, the matter would be closed. I send in the exact amount.
XX/XX/XXXX I received my invoice and found that my monthly payment was XXXX, over my usual XXXX, looking closer, I was being charged a late fee of {$110.00} again!
I called PHH and they informed me that even though my payment of XXXX was received and that they negotiated it, I did not include the pay stub with the payment ... so they didn't realize the XXXX was going towards the XXXX in late fees, so the applied the XXXX toward to XXXX, which caused me to have an outstanding balance and additional late fees - that they refused to reverse.
I informed PHH that I would like direct withdrawl of funds because I thought they were intentionally making it easy to get charge fees. They told me I needed to send in a void check and wait 2 weeks or I could go and signup online. I tried to log into my account, couldn't, called them back ... they informed me that they delete all online accounts after 1 year of inactivity. Again, harder to get information and pay ... So I had to re-register and finally get signed up for automatic payment.
In sum, I had to pay over XXXX in late fees and I don't even know what I lost in interest or principle in how they dealt with my payments.
Company Response: Closed with explanation
2018-04-19
Joppa, MD
Trouble during payment process
Mortgage: VA mortgage
Complaint: I need a CFPB investigator to get involved in this as soon as possible. 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 XX/XX/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 XX/XX/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 XX/XX/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 XX/XX/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.govXXXX and it is attached.
Company Response: Closed with explanation
2018-04-17
CA
Closing on a mortgage
Mortgage: FHA mortgage
Complaint: My mortgage was sold by PHH ( XXXX XXXX ) to XXXX in XX/XX/XXXX. Then in XX/XX/XXXX PHH filed a {$51000.00} promissory note against my house supposedly for a loan modification, which was never filed. They told XXXX I was behind 10 payments. I have proven there were only three payment behind when XXXX took over my mortgage. The Promissory Note is taken care of by HUD and I contacted HUD and they also reached out to PHH, who never responded. I am trying to sell my house and can not do that until this promissory note is removed from my mortgage for a company that no longer holds my mortgage. I am going on 6 months of not being able to sell my house, afford my mortgage, have my payments to my new loan company posted ( reaping the benefit of interest write off on my taxes ), and processing a pending divorce.
Company Response: Closed with explanation
2018-04-16
Roseville, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-04-12
Marina Del Rey, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-04-07
Norcross, GA
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
2018-04-04
Rockledge, FL
Incorrect information on your report
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2018-04-04
IL
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: has I have been denied the full opportunity to participate in the Loss Mitigation Process with a full understanding of the terms of the agreement with the exploration of all options to make an intelligent and informed decision regarding whether or not I could intentionally commit to the terms of the trial modification in totality. I called PHH Mortgage on multiple occasions without an opportunity to speak to the assigned case manager XXXX XXXX, therefore I spoke to a gentleman named XXXX XXXX on XX/XX/XXXX. I asked him to explain the terms outlined in the confusing letter I received by PHH Mortgage. He was unable to adequately answer my questions therefore he suggested I exercise my right to appeal and submit the decision received on XX/XX/XXXX, and do it via email at XXXX. During this time I awaited a written decision directly related to the appeal I filed on XX/XX/XXXX. I was uncertain if making a payment would indicate I agree with the terms of the modification prior to receiving clarification therefore I waited for a written response. I have never received the written response even after making several phone calls. On XX/XX/XXXX, I called PHH Mortgage speaking to XXXX XXXX, Case Manager regarding the failure of PHH mortgage to provide a written decision regarding the appeal I submitted on XX/XX/XXXX. I requested the opportunity to make the trial payments but he was unsure if that option was still available at that time. XXXX stated he would find out and send out information informing me if I could make payments for the previously offered trial modification or if I needed to submit a new application, he assured me that I would receive the information in the mail.
On XX/XX/XXXX, a court date was set which due to unforeseen circumstances I was unable to attend. At the court date the attorney from XXXX XXXX XXXX, XXXX. asked XXXX XXXX XXXX XXXX, to enter an Order of Default and a Judgement Foreclosure and Sale on XX/XX/XXXX, against me in a case XXXX XXXX XXXX concerning the property located at XXXX XXXX XXXX XXXX, IL XXXX, my only residence. As a result of the Default Judgement, I received a Notice of Sale, with a sale date scheduled for this Friday, XX/XX/XXXX at XXXX XXXX. Unfortunately for the past two years I have experienced extraordinary health challenges which interfered with my ability to fully participate in the foreclosure not being afforded requested reasonable accommodations. In other arenas I am granted reasonable accomodations leveling the playing field for me at work and school but during this legal proceeding except during one court hearing.
On XX/XX/XXXX, I contacted PHH Mortgage using the portal system seeking to resubmit an application for Homeowners Assistance based on the documentation previously submitted outlining the time frames of expiration of each document previously submitted in the absence of a written response to the appeal letter submitted on XX/XX/XXXX and the request for an update my options for participating in the Loss Mitigation process on XX/XX/XXXX. When I began applying through the Mortgage Service Center, I received a message stating, I already had an application being reviewed for the housing assistance program therefore I was unable to download or access a clean application. Based on the expiration of the previously submitted documents I submitted an updated application using one previously submitted changing the dates and providing current supporting documentation.
On XX/XX/XXXX, I received two confusing letters through the portal, one stating the application for Loss Mitigation had been received and was under review and a second one stating my request for the Lost Mitigation Process was denied because it was within 14-days of the sale date of my home but required a minimum of 37 days to review an application. I inquired with XXXX XXXX, Case Manager what happened to the documents he agreed to send me on XX/XX/XXXX but he never stated what happened with the papers. He told me he was going to send me a new application which I have not received.
XX/XX/XXXX, I called speaking to two different case managers ( XXXX XXXX & XXXX XXXX ) who informed me they saw the letter of appeal I submitted but they didnt understand what I was appealing despite the first sentence explicating stating what I was appealing and my other questions in the XX/XX/XXXX letter. The two gentleman stated it was not the proper process to seek the responses to the questions I posed in the letter. I asked what they could do at this point to assist me and they both stated it was nothing further they could provide at this date due to the sale. I asked to speak to a supervisor and I was transferred to XXXX XXXX XXXX, who made excuses about PHH Mortgages two failed requests I made during the Loss Mitigation Process. She initially pretended not to see the appeal letter then she said a package was sent to me on XX/XX/XXXX but when I asked how it was sent she stated it was not noted in the system. I shared with her the previous packages were sent via XXXX allowing PHH Mortgage the ability to track the documentation. She hurried off the phone stating she couldnt do anything at this point. I asked her to remedy the previous mistakes made by the staffs failure to respond to two requests which has excluded me from participating in the Loss Mitigation process adversely resulting in a scheduled sale of my home on Friday, XX/XX/XXXX at XXXX XXXX. XXXX XXXX mentioned she must follow the Fair Trading Act with dealing with customers fairly which drove me to your organization for assistance. I spoke to a very kind woman named XXXX who stated she was there to assist me at the onset of the call.
After reviewing your website I have reviewed the regulations 12 CFR {$1000.00} and the Have A Mortgage? What You Can Expect publication on page 9, it states I can request a review of the decision made by the services as long as a complete mortgage assistance package was submitted. I submitted a complete application and submitted a letter requesting a review almost 120 days before the Order of Default and a Judgement of Foreclosure and Sale were requested on XX/XX/XXXX but PHH Mortgage failed to provide a written decision and submit updated information after my request submitted on XX/XX/XXXX regarding the Loss Mitigation Process. I asked the company today if they would kindly reconsider their decision to deny the application for assistance submitted last week as I am preparing for court in the morning where I have submitted a motion to stop the sale of my home but my request was denied. Based on the regulations it appears as though PHH Mortgage violated several of my rights and I am seeking your assistance with retaining my home as a person with XXXX I dont have the capacity to move at this time but I do have the means to pay my monthly mortgage. Had I been afforded the opportunity to fully participate in the totality of the Loss Mitigation Process my home would not be scheduled for sale on XX/XX/XXXX at XXXX XXXX. Today in court the judge denied my motion to vacate the default judgement.
Company Response: Closed with explanation
2018-04-04
Chester, PA
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2018-04-03
Clarkston, MI
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-04-03
Clarkston, MI
Trouble during payment process
Mortgage: Home equity loan or line of credit (HELOC)
Company Response: Closed with explanation
2018-04-03
MO
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I obtained a mortgage through XXXX XXXX XXXX approxiamately 12 years ago. Within one year of purchasing the property, XXXX sold my mortgage to one of their own substitute banking institutions PHH Mortgage. Who are associated with XXXX. PHH Mortgage company has contacted me several times telling me that they has not received my house payment after I had mailed, by US postal service, in ample time for them. In this last case, I was going to be hospitalized for a XXXX in XX/XX/XXXX, therefore I sent my house payment on XX/XX/XXXX. On XX/XX/XXXX, I received a phone call from PHH Mortgage company stating I was two months behind on my mortgage and I needed to allow them access to my banking account so they could just take the money out themselves. I refused and stated I would E-bill the money to them overnight from a XXXX XXXX account and cancel the check that I sent. I also complained and told them I have never been late, nor missed, any previous mortgage payments. When rechecking my payment data, they did agree I had not missed any payments and only needed to make a payment that I knew I had placed in the mail 22 days prior. Then the next month, I recieved a letter from PHH Mortgage stating I needed to pay a cancel check fee for the house payment I sent. They received my check in the mail the very next day and wanted to charge me a fee for sending them a canceled check. Whom both XXXX and PHH mortgage companies would benefit from by XXXX canceling a check fee and PHH charging a receiving canceled check fee. Though I called both institutions and got all the fee 's withdrawned, this is an on-going banking practise used by these institutions to charge people fee 's that they could not otherwise obtain and blaming it on the US postal service. It has occurred on several occasions and I have complained to both institutions about it several times. I have nearly a perfect credit rating and keep hand written records of all outgoing bills each month. I am moved to complain about this banking practice, not for myself, I have alleviated the situation by E-billing all mortgage payments to PHH Mortgage from a XXXX account and keep confirmation numbers now. However, if this is a common practice for these institutions, then they are pulling this same scam on others as well. It does not take 22 days for US postal services to deliver mail and in every instance PHH has tried to charge me fee 's, my check would show up in their bank the very next day. They had two results in mind, One was to attempt false fee charging and Two was to force me into giving them checking account access.
Company Response: Closed with explanation
2018-04-02
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2018-03-29
Marina Del Rey, CA
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2018-03-28
Colts Neck, NJ
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: PHH Mortgage Service with account number XXXX is reporting my account on XXXX as Foreclosure proceedings started as of XX/XX/XXXX,XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX
But then they also list the account as 180 days past due as of XX/XX/XXXXXX/XX/XXXX6, XX/XX/XXXX,XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX toXX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX,XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX to XX/XX/XXXX
This is not accurate. They are listing foreclosure proceedings and then 180 days late in the same months.
Company Response: Closed with explanation
2018-03-27
Aliso Viejo, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-03-26
MD
Trouble during payment process
Mortgage: VA mortgage
Complaint: I previously submitted a complaint on this matter. PHH responded and the case was automatically closed by the CFPB. I was informed that I had to submit another complaint to continue this matter.
The major facts have not changed and PHH does not seem to either understand, or care to follow the clearly written regulations.
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 XXXX 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 ).
XXXX 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 XXXX 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 : XXXX # XXXX The RESPA guidance can be accessed at : https : //www.federalreserve.gov/boarddocs/supmanual/cch/respa.pdf and it is attached.
Company Response: Closed with explanation
2018-03-22
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
2018-03-21
Gretna, LA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-03-21
Staten Island, NY
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2018-03-19
San Jacinto, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I am writing this letter to request your assistance with keeping my home. I requested assistance from my lender but their Decision Letter ( Page 1, 3nd paragraph ) stated although I may have a hardship, I do not qualify for the Home owners Assistance Programs listed on their evaluation summary. XXXX See attached documentation. ) On XX/XX/XXXX, XXXX XXXX XXXX, my mother ( co-borrower ) on the loan passed away ( death certificate attached ). Prior to her passing we were on time with our payments. At that time, I made a request to my lender for assistance and was not offered a principal reduction to make my payments more affordable, but was given a modification. My mother and I were splitting the payments of the mortgage, utilities, and the Home Association Fees. We qualified for the home based on both of our incomes.
REASONS FOR FALLING BEHIND : PHH graciously has offered me a modification, in the past, and I am very thankful. However, due to health related issues and a reduction of work hours I fell behind in my payments. This began to occur around XX/XX/XXXX. During that time, some weeks I worked XXXX hours and other weeks only XXXX hours. Health issues further caused me to get behind in my payments. In XX/XX/XXXX, XXXX XXXX, and XX/XX/XXXX, I was hospitalized and subsequently placed under Doctors care ( documentation for hospital stay and time off from work attached ).
CHANGE FOR THE BETTER PERTAINING TO FINANCES & HEALTH : Currently, my circumstances have changed for the better. I have fully recovered from my illness and back to working a full XXXX hour work week. My employer is even allowing me to work overtime ; I have received a pay raise and bonus. I have also started renting out a room at my home again so I can maintain my mortgage payments even if my health starts to decline again.
REQUEST : I request assistance with getting back on track with my payments, such as payment reinstatement and principal reduction. The balance on my loan is around {$410000.00} and I owe a little over $ 25k to get back on track with my payments.
I am committed to keeping my home, but I need some financial relief with my mortgage, and any assistance you can provide would be greatly appreciated.
Thank you for your assistance with this matter and let me know if you need additional documentation from me.
Sincerely, XXXX XXXX
Company Response: Closed with explanation
2018-03-16
Maynard, MA
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2018-03-16
Polson, MT
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information is missing that should be on the report
Company Response: Closed with explanation
2018-03-15
Rincon, AZ
Struggling to pay mortgage
Mortgage: VA mortgage
Company Response: Closed with explanation
2018-03-14
Palisades Park, NJ
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Closed with explanation