PHH Mortgage Services Corporation

2018-03-13

Norfolk, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-03-12

Mitchell Field, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-03-09

Hinsdale, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: In response to my request for loan modification, and after several rounds of XXXX/PHH admitted " errors '' ( in which XXXX/PHH violated each and every letter of consumer protection laws ), XXXX send a letter dated XX/XX/XXXX. It states : " Following the review of your last application for Homeowners Assistance, which was denied on XX/XX/XXXX, it was determined that ERRORS were made in the last determination. An underwriting policy CHANGED was made on XX/XX/XXXX, and with it, the computer program used to analyze loan modifications was also CHANGED. REGRETTABLY, ERRORS were found in the data inputted ... resulted in your failure to qualify under the housing-to-income ratio .... '' Capitalization is mine. XXXX then offered a bizarre ( interest rate only ) modification. Still, I requested the full terms of the modification agreement. XXXX refused to provide it, stating that I have to accept the modification and 3 months later I would see the terms. That was both illogical and illegal. I refused to accept this entrapment. My refusal to accept the 'offer ' notwithstanding, XXXX/PHH on their own and without my knowledge and consent cancelled the ACH automatic debit in effect for 14 years uninterrupted, reported me to credit agencies as delinquent, and ruined my credit to the extent that I could not get a loan to exit XXXX/PHH fold. XXXX/PHH have been consistently advised that they can withdraw the funds anytime. They refused. In canceling ACH without my consent, XXXX/PHH violated the law and their own agreement with me. I even furnished them with their policy terms. They are bad actors. In response to my CFBP complaint # XXXX filed on XX/XX/XXXX in which I complained about XXXX/PHH ruining my credit and preventing me from getting a mortgage to exit XXXX/PHH trap, todayXX/XX/XXXX ( after 61 days ) XXXX/PHH responded stating : " On XX/XX/XXXX, you contacted our Customer Service Department via telephone and informed the representative that you wished to continue the direct debit since you had yet to reach an agreement on the trial modification. We regret that due to an oversight, we failed to process this request. '' This response in unacceptable. It fails to mention is WHY XXXX /PHH , without my permission or consent, cancelled the ACH in the first place. It fails to mention how XXXX/PHH would compensate me for ruining my credit, preventing me from getting a mortgage, and who is going to pay for the higher interest rate now.
Company Response: Closed with explanation

Timely Response

2018-03-09

Brooklyn, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have two loans with XXXX and the mortgage service provider is refusing to provide payment history for both loans. I have called 7 times and requested payment history and the company will not send it to me. Also I found a mistake in my escrow account and requested that mortgage service provider perform a new escrow analysis and it has been more than a month and nothing has been done. The service provider is PHH Mortgage Services located at XXXX XXXX XXXX XXXX XXXX NJ XXXX.
Company Response: Closed with explanation

Timely Response

2018-03-09

Sarasota, FL

Incorrect information on your report

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

Account information incorrect
Complaint: For myself and my wife, XXXX is showing a balance due still for this mortgage that we had a completed Deed-In-Lieu for. As of XX/XX/XXXX the owed balance should be {$0.00} no more late payments after that date. They however still show a balance due of over 28K and over 5K as " past due '' PHH Mortgage Service and XXXX have been contacted numerous times but ignore the problem. I need it fixed so we can get a new mortgage starting XX/XX/XXXX of this year ( 3 year waiting period )
Company Response: Closed with explanation

Timely Response

2018-03-08

Weston, CT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We are XXXX and XXXX XXXX at XXXX XXXX XXXX, XXXX XXXX, CT XXXX. For about 20 years, my wife has had an adjustable rate mortgage on this house, first with XXXX XXXX and, since the fall of XX/XX/2016, with PHH Mortgage Services ( XXXX XXXX XXXX, XXXX. XXXX, NJ XXXX, tel : XXXX ). During all this time, the house and mortgage were under my wife 's former name : XXXX XXXX XXXX. Any discussions regarding the mortgage could only be undertaken by her, despite our having married in XXXX. XXXX and I entered into a 30-year fixed-term mortgage with XXXX XXXX XXXX XXXX in XXXX XXXX on XX/XX/XXXX, with mortgage and title in both of our names. We terminated my wife 's old mortgage ( loan # XXXX ) at that time. All the necessary fees and closing costs were paid out at that time. PHH Morgage Services paid XXXX XXXX {$6100.00} in property taxes on my wife 's behalf in XX/XX/XXXX. They paid us a balance of {$1400.00} out of the escrow account held in XXXX XXXX XXXX name early in XX/XX/XXXX..I have not yet cashed their check for {$1400.00}. The error occurred when we discovered from our tax accountant and from the XXXX XXXX Tax Collector that a double payment of of an extra {$6100.00} was paid to XXXX XXXX in error. The second property tax payment is not due until XXXX of this year. My wife has made numerous phone calls to PHH so that we can receive this over-payment of {$6100.00}. The conversations have been extremely difficult ; the people at PHH do not want to acknowledge and quickly correct the error. Their attitude is ignorance, as if they are hearing about our problem for the first time. They have subjected us to endless delays, and we have no confidence in their willingness to refund us our money. any time soon. Thank you very much for interceding with PHH Mortgage Services on our behalf so that we can obtain prompt and full satisfaction in this matter. Most sincerely yours, XXXX and XXXX XXXX cell : XXXX e-mail : XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-03-08

PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Early in XX/XX/XXXX, we applied to have our PMI removed from our mortgage through PHH Mortgage Services. We sent them the correct application and paid {$150.00}, which posted to our bank account on XX/XX/XXXX. On XX/XX/XXXX, we received a letter declining our application for the following reason : " The Certificate Value ordered does not certify the original value of your property. 'Original value ' means the lesser of the contract sales price of the property or the appraised value of the property at the time of the loan was closed. This excludes NY State properties, as the higher amount becomes the 'Original value ' ''. They used three homes to compare our home 's value to. 1. These homes are not in our neighborhood or subdivision, and are not quite comparable, 2. They are not as comparable to the homes within our own neighborhood, of which 2 sold this past year for higher values than we bought our own home, and they are identical in property size and home model. In addition, both XXXX and XXXX place the value of our home, currently, at {$34000.00} above the amount of our original loan. In our opinion, they chose three random homes that sold below the cost of our home 's original loan, without even looking at the homes within our neighborhood and the market 's estimates on our own home. We called to complain, but they said that nothing can be done, and the {$150.00} is nonrefundable ( this is quite the fee for our family, as we currently need the PMI dropped to make ends meet ). Their only solution is for us to pay an additional {$250.00}, for a total of {$370.00} for a proper appraisal ( although that amount would really be {$220.00}, because they say we only paid {$120.00}, even though we have bank records ). This appraisal does not guarantee the removal of our PMI. We simply ask that they be fair with their process. This is a complete scam and an arbitrary process, as well as a way to make more money through a proper appraisal ( which they should have done the first time ).
Company Response: Closed with explanation

Timely Response

2018-03-08

Staten Island, NY

Applying for a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-03-02

Roberts, ID

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: In XX/XX/XXXX I filed for chapter XXXX bankruptcy and I continued to pay for the mortgage after the debts were dismissed. I never reaffirmed the debts. I stayed in this home till XX/XX/XXXX and lost my job so I could not afford my home. The home was worth less than I owed so a short sale was done. Currently I am trying to get a new loan in order to purchase a new home. The under writers are telling me that this short sale is showing up in the fha underwriting system even though it was covered under my chapter XXXX bankruptcy. I can not be approved for a loan because this is showing up as a short sale of less than 3 years
Company Response: Closed with explanation

Timely Response

2018-03-01

W Bloomfield, MI

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-03-01

Oxford, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I am trying to the best of my ability for a XXXX year to save my home. I have lived in this property for over twenty years and want to continue to remain here the rest of my life. I would like to receive a reasonable modification but have been told that I have to pay the arrears of {$21000.00} which I am unable to do. I deeply fill I am discriminated against. I need the mortgage company to work with me. I fell behind due to a loss of income, illness myself and partner plus a major home repair that had to be taken care of. All is well now and I am able to pay my adjusted modification mortgage when given. I am working plus my monthly Social Security is enough to take care of my mortgage, I am asking for your assistance in the handling of this matter as soon as you can as I don't want to loose my property. Thanking you in advance, Kindly,
Company Response: Closed with explanation

Timely Response

2018-02-27

NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I attempted to pay-off mortgage after being a few months behind to close loan. On XX/XX/XXXX, I contacted PHH Mortgage Services, XXXX XXXX XXXX, XXXX. XXXX, NJ XXXX to inform them I was going to pay-off loan and requested a pay-off amount. At this time, PHH did not establish the fact that my home was in foreclosure. I was told that a loan pay-off request was made an that it would be emailed to me. I waited until XX/XX/XXXX to see if the pay-off statement would be received in my email and it had not. I contacted PHH again on XX/XX/XXXX and inquired as to where my pay-off statement was as I had not received it. The individual stated that it was in the system and entered another request for a pay-off statement. I had not received and contacted PHH again on XX/XX/XXXX and they said to wait 5 days. I contacted PHH again on XX/XX/XXXX after not receiving the pay-off statement and they stated it was in the system. Loan Number XXXX On XX/XX/XXXX, I received a letter from PHH dated XX/XX/XXXX stating my property was in foreclosure despite my attempts to completely pay-off mortgage loan on XX/XX/XXXX. I contacted PHH, XXXX XXXX - Tel. No. XXXX, XXXX, who is identified in the letter dated XX/XX/XXXX with the statement about being committed to working with me. She said that I would have to contact the PHH Collection firm who was assigned the case - XXXX, XXXX, XXXX - XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, NJ XXXX, Tel ( XXXX ) XXXX. Not much help from XXXX XXXX despite my attempts to pay off mortgage completely. I have the impression that the passing of the loan to a collector is only to enrich the Collector and others and take advantage of a XXXX XXXX XXXX XXXX XXXX. Please look into this provide some help as this is really uncalled for and disrespectful to a XXXX. Thank You,
Company Response: Closed with explanation

Timely Response

2018-02-27

Fort Worth, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: PHH mortgage has continuously made several inaccurate changes and modifications to my account. Funds from escrow and even applying payments solely to interest and other areas. I want my loan serviced from another company. I have tried to get these problems resolved and they have even all often applied mortgage payments to other areas leaving money unaccounted for.
Company Response: Closed with explanation

Timely Response

2018-02-27

Fort Russell, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am currently behind in my mortgage payments with PHH Mortgage. I live in Illinois and am currently sending my payments to PHH mortgage XXXX XXXX in XXXX, IL. Ive had problems in the past with PHH not posting the payments in the timely manner they receive them. Ive been shipping the mortgage pay via USPS priority two day mail. Ive made two previous complaints through this organization in the past. I recently mailed my mortgage payment to PHH on XX/XX/XXXX USPS priority mail. My tracking shows the XXXX XXXX. XX/XX/XXXX received the payment on XX/XX/XXXX at. XXXX. It is currently XX/XX/XXXX and PHH has yet to post the payment within a 24 hour time frame as they claim to do so with all payments they receive. My concern is this payment will not post within the legal time frame set by the state of Illinois. I did send an email to customer service alerting them that the payment was sent and received according to my documentation. My loan number is XXXX. A copy of the USPS receipt and tracking was emailed to PHH.
Company Response: Closed with explanation

Timely Response

2018-02-26

Fort Worth, TX

Struggling to pay mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-02-26

Columbus, OH

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: This time last year I mail in a payment of XXXX twice in the month of XXXX, the mortgage company contacted me stating they could not find the money orders. I faxed over a copy of the reciepts for money orders and then they said they found one and not the other. Finally they found the other by then it was two three months later which put me behind a couple payments at the time. I tried to do a pay down payment plan for payments that where behind I was told to do loan modification and I went through that process but keep getting the run around on that, I sent in all paperwork from income verification and bank statements, everytime sent these items in they add a different month on these documents. I just sent another round of documents which also included my wife 's income and now they saying they need more bank statements and proof of income again I have sent these documents several times, I am desparetly trying to stay in my home and keep getting the run around meanwhile money is incruing on this account. please help save my home.
Company Response: Closed with explanation

Timely Response

2018-02-25

New Britain, CT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have a two family loan and a home loan with PHH Mortgage XXXX. I pay each of my mortgages with electronic bill pay through my credit union. Although I have spoken with PHH and provided proof of my payment day and proof of electronic delivery of these payments I have received notices of delinquent payment charging me a {$40.00} late fee each time. I just receive another notice in the mail saying my payment was late. I have checked my checking account and it shows the payment was posted on the XXXX. Each time I call to provide proof of dates payment was sent and receive ( I get this information from my credit union ) they argue with me and then tell me I can use my one time late payment forgiveness option and I then have to argue with them that I am NOT late and refuse to use the one time late payment option. Can someone please help me so I do not have to contact my credit union and then PHH to prove my payment was delivered on time. This is becoming a habit with PHH and I do not feel it is fair for me to take time out of my work day to deal with this issue which is becoming reoccurring. Thank you for any help you can provide.
Company Response: Closed with explanation

Timely Response

2018-02-24

Shirleysburg, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: PHH mortgage was called and a 20 day pay off statement was requested and was faxed to my employment on XX/XX/XXXX. I went to my bank and processed the pay off amount of {$39000.00} and my bank sent the appropriate pay off amount XXXX XXXX overnight on XX/XX/XXXX.The escrow {$6500.00}. I received a letter from PHH dated XX/XX/XXXX it had written " revised '' and it stated that the pay off amount was {$87000.00} plus.This sets an out and out major discrepancy which will result in my not getting my property that i paid in full. I am afraid that these people will not release the lien on my home that I have paid in full. I have documentation dated XX/XX/XXXX from PHH that says that the principal balance was {$42000.00}. and the escrow at that time was in excess of {$11000.00}. on the website. I have complained to you about this entity twice in XX/XX/XXXX and XX/XX/XXXX.I have written documentation from the president of PHH in XX/XX/XXXX that stated the principal was {$52000.00} with escrow {$9700.00}. This was corroborated with a letter from the PA department of Banking and Securities. Therefore I am not sure why I received a letter saying I owe PHH over {$87000.00} dollar pay off! I complained about PHH twice last year XX/XX/XXXX and XX/XX/XXXX due excessive escrow accounts and misapplication of my mortgage payments. Briefly I had paid this mortgage so far in advance that in XX/XX/XXXX they told me that I did not have to pay anything on the mortgage until XX/XX/XXXX. I have amortization statement showing the account balance and the schedule of pay off. It all started last XX/XX/XXXX when I visited the mortgage website and found a {$17000.00} escrow that was outrageous! PHH artificially stalled the pay off of this mortgage with their bizarre misapplication of excess principal payments and escrow accounting practices. Please review the complaints from XX/XX/XXXX and XX/XX/XXXX. I just wanted to pay off my mortgage before i retired.I am so disappointed about how they have treated me.
Company Response: Closed with explanation

Timely Response

2018-02-23

Buena Ventura Lakes, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-02-19

Sarasota, FL

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: In XX/XX/2017, I co-signed on a house with my son. We are not behind on payments or otherwise in breach of contract. I am suspicious the note is fraudulent as we were never given a loan as stated in the promise to pay. The note is not notarized or signed by any bank. I have had written correspondence via certified mail with all parties at the closing table including the assigned servicer ( XXXX ) asking for proof of the loan and have not received any proof of a loan only a copy of an EFT from the lender ( PHH ) saying they transferred money to the servicer. I wish to rescind the note as there is no evidence of an ACV loan made and despite my asking at pre-closing as well as at the actual closing, the details of how the note was to be securitized were avoided and never disclosed. It is my belief that the originator used my sons and my loan application ( SS numbers ) as a security instrument that was used to withdraw the money from our own XXXX accounts, and then further sold the promise to pay as a bearer certificate to the open market. Clearly, through lack of any ACV transaction and lack of full disclosure, the note is fraudulent. Because of the scheme, how do I get the note rescinded? Thank you for any help.
Company Response: Closed with explanation

Timely Response

2018-02-19

Moapa, NV

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: I refinanced the Mortgage that I had with PHH Mortgage back on XX/XX/2015 almost 3 years ago. They never provided me with a lien release & stated that they mailed it to the county along with a check for the county to record the reconveyance. I simply asked for a copy of the recon and they said they lost it when they shut down the office that was preparing the documents 3 years ago. They said it can take up to 30 days to produce a duplicate. They want me to make my payments on time but yet I have to wait 30 days for a document that should have been sent 3 years ago. I find this totally unacceptable. I also asked for proof that the county cashed the payment. XXXX said she can not get me that information. I feel that they are purposefully not being honest with me. I started this process 4 business days ago & nothing.
Company Response: Closed with explanation

Timely Response

2018-02-15

CT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX-18 : PHH Mortgage Services attempted to make a phone payment. in order to do this, they required I verbally record my voice agreeing to legal terms not on this company 's website - unreasonable tried to make payment on website - couldn't login. requested password reminder. after 16 minutes, received a reset. after 3 attempts it did not work and locked me out of my account. password requirements were excessive : " Your password should have 8-14 characters including at least 3 from the following character types : number, uppercase letter, lowercase letter, special character ; no more than 2 consecutive repeating characters ; can not contain your username, first or last name ; field is case sensitive. " tried to contact technical support. website said they were open until XXXX XXXX, called at XXXX XXXX. recorded answering machine said close at XXXX call back during regular business hours. incorrect hours listed on the company 's website. can not make payment on time. got paid today. payment due today. I am blocked from paying this on time. I have been trying for over an hour. There is no way to make this payment after XXXX. I was at work until after XXXX. Terrible company to work with. This is not the first time this has happened to me. This is my second complaint for similar problems. Last time, I received a letter from the President saying to use their other website : http : //homeloans.tiaa-cref.org. That site has as many problems if not more. I was also offered the ability to make phone payments at the discounted rate of {$7.00} a payment. Crooks! I log into 10 websites a month to make payments. This is the only unethical company that blocks me again and again from being able to login, and then charges me for paying late.
Company Response: Closed with explanation

Timely Response

2018-02-14

PA

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: This complaint is long overdue. I am a resident of XXXX XXXX, PA. I refinanced an existing 1st & 2nd loan that my husband and I had with XXXX XXXX in XX/XX/XXXX. XXXX XXXX XXXX XXXX was supposedly my new lender and PHH Mortgage Servicing was to service both loans. The 1st piece was a interest only1.2m10 yr ARM and the 2nd was a XXXX heloc. The 1st piece was securitized into XXXX XXXX. Unbeknownst to me, there was fraud in the origination, closing, recording, transfer and the servicing of the loan. I only began to discover the true nature of the transaction and the improper activity surrounding it after I became the victim of an engineered foreclosure by PHH Mortgage Servicers starting in XX/XX/XXXX. Summary judgement being improperly ordered in XX/XX/XXXX. The institutions involved are : XXXX XXXX XXXX XXXX/XXXX ; PHH Corp., /XXXX ; XXXX XXXX XXXX XXXX ; XXXX ; XXXX ; XXXX XXXX , XXXX., ; XXXX ; XXXX ; XXXX ; XXXX ; XXXX ; XXXX ; XXXX XXXX ; XXXX XXXX XXXX XXXX Some of the various addresses of the institutions include XXXX, Fl., XXXX XXXX, NJ., XXXX , MN, XXXX, NY, XXXX & XXXX County , PA . The loan # 's are available upon request. XXXX XXXX/XXXX, PHH Mortgage Corporation and its affiliated entities improperly force placed insurance on my non escrow mortgage loan several times from XX/XX/XXXX to current. They forced escrow increasing my mortgage payment by thousands of dollars. They also improperly paid property taxes when they were already being paid. They were refunded monies from the county and the insurance companies and never properly credited my account. I was forced to pay over {$80000.00} in false escrow arrearages under threat of foreclosure when they were already reimbursed by the reinsurer, XXXX & XXXX and the county. Even though I was paying for my own private homeowners insurance as well as my property taxes. At the same time, our eldest daughter was involved in a XXXX auto accident XXXX XXXX XXXX and rendering her XXXX XXXX. She had the same XXXX as XXXX XXXX and required lengthy and expensive XXXX. Not only did PHH not respond to my requests for help during this horrific time, but my innumerable calls and requests to correct their records were ignored and they finally engineered my default because I finally refused to keep paying unless they correct their records and accounting and properly credit my account returning my mortgage payment to the original amount. Little did I know, this was their business plan even before the loan closed. PHH filed foreclosure. I made a time sensitive cash offer to pay the loan in full thru an attorney. They ignored it and without my knowledge both PHH counsel and my counsel removed me from the XXXX County diversion program while I was still in the midst of negotiations. A default judgement was entered erroneously stating that my counsel did not make an appearance ... which he did. I fired my attorney and then was forced to represent myself pro se. During the process, I uncovered frauds that I could never have even imagined with complicity at all levels in the origination, recording and servicing of the 1st loan as well as the 2nd. There was never a trial. I lost in the lower court and unsuccessfully appealed to the Superior as well as unsuccessfully petitioning the Supreme Court in XX/XX/XXXX as a pro se appellant. Unncovering even more frauds all the while. I then was forced to file an Individual Chapter XXXX bankruptcy to stay the sale of my family home. I was included in the XXXX XXXX class action againest PHH and opted out in XX/XX/XXXX hoping to preserve my right to pursue a private right of action, which I haven't been able to do yet. My BK attorney refuses to file any objections to the PHH POC even though it is full of errors and misstatements to the tune of {$400000.00}, as well as fraudulently fabricated allonges. He is forcing me to negotiate with PHH by threatening to withdraw from my case, postponing evidentary hearings, not filing monthly reports and refusing to communicate with me despite the sanctionable actions by opposing counsel in the POC. I can not find substitute counsel that is willing to jump in at this late stage. I am at my witts end. Apparently its not worth prosecuting the long list of frauds given the lean of the judiciary. I have paid a fortune to XXXX XXXX/XXXX & PHH in improper overcharges, XXXX and now attorney fees. I have been robbed, not just by PHH but by the complicity of their affiliates, their attorneys and the court system that just keeps giving them a pass. It's literally court sanctioned grand larceny. All supporting documents and pleadings are available.
Company Response: Closed with explanation

Timely Response

2018-02-13

Clarkston, MI

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-02-08

WI

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: In XX/XX/XXXX, my husband and I took out a home equity loan to clear up some credit card debts. The day we signed, we had no idea how long this loan was for or anything. We got the bill and for 8 years have been paying around $600 a month. All this time we noticed that our principal was not getting any lower and that by now the loan had to have been paid for. XX/XX/XXXX there was an additional charge of around $XXXX we called the company around XXXX and they said that we were now paying on the principal and the interest. We told them that we were not able to pay that amount. They took a bunch of information from us and said they would assign us a case worker. They were sending us some paperwork that never came. We called again on XX/XX/XXXX. I had also requested a copy of our loan papers by USPS on that day. We had to give them all the information again. We got the paperwork but don’t understand what to do with it. My husband called the case worker on XX/XX/XXXX and she doesn’t come in until noon eastern central time. My husband works 2nd shift and leaves just after noon each day to get to work. We still have not received the copy of the loan papers. What can we do about this?
Company Response: Closed with explanation

Timely Response