PHH Mortgage Services Corporation

2019-06-24

Cotati, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-24

Glendale, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX XXXX XXXX / PHH Mortgage Services, chooses not to look into loan errors affecting my loan assistance request. This loan servicer is not treating me fairly but opts to foreclose on me, yet my household income is currently stable and adequate to save my home. 1. Part of the reason my loan modification was denied, is because this servicer has incorrect data input on my loan file. 2. This servicer also did not calculate my income correctly during the loan review. 3. This servicer is keeping the foreclosure saledate active, as they will not bother to look into the other claims in my appeal request. Its seems much easier for this servicer to foreclose on me, than investigating my loan file or analyze it appropriately for a possible home retention plan. The circumstances that led to my default were inevitable and are behind me at this present time.
Company Response: Closed with explanation

Timely Response

2019-06-24

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-23

MD

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: PHH mortgage company received a payment of {$2900.00} on XX/XX/XXXX and it posted on XX/XX/XXXX. The {$2900.00} was enough to payoff the loan. They posted that money in a suspense account and not on my principle. Then I received a statement that I needed to pay XX/XX/2019 payment and it started about partial payments so I send them a payment for {$300.00} Which on that statement it still showed a principle balance of {$2800.00} with the money still in the suspense account. So XX/XX/XXXX I called and allowed them to talk to my wife as she takes for the bills. They said we needed to request a payoff statement which we did. And that the gentleman would have it sent out. So all week I keep messaging and asking for them to transfer my money on to the principle of my loan and it has not been fixed. They are still charging me interest and asking for XX/XX/XXXX payment. So i need help and trying to figure out how to get my money posted to my principle and pay this loan off. I feel they are holding on to my money unfairly. I have never been late and always paid extra on my loan
Company Response: Closed with explanation

Timely Response

2019-06-23

Oshkosh, WI

Incorrect information on your report

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

Account information incorrect
Complaint: My mortgage company, XXXX XXXX XXXX, purchased PHH MORTGAGE. They transferred my mortgage to PHH MORTGAGE which is now a subsidiary of XXXX. PHH MORTGAGE is reporting my mortgage as being modified on the date the transfer was completed. My credit score dropped significantly as a result. My mortgage was NOT modified, it was transferred and I had zero control of that decision. I want PHH MORTGAGE to remove the false report stating my loan was modified. Second, my XX/XX/2019 escrow payment was paid to XXXX and never transferred to PHH MORTGAGE.
Company Response: Closed with explanation

Timely Response

2019-06-22

Dana Point, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-22

Point Arena Air Force Statio, CA

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: Our home had severe fire damage from the XX/XX/XXXX XXXX XXXX in XXXX County. We received funds from our insurance company to cover the structural damage to our home in the amount of {$150000.00}. The check was made to my wife and myself and XXXX who serviced our loan at that time. Our claim funds are being handled by XXXX XXXX XXXX ( XXXX ) on behalf of our mortgage servicer. I was led to believe that we would receive {$40000.00} back right away to start the work. We were not told that from the {$40000.00} would be subtracted funds previously dispersed more than 1-year earlier to repair other fire damage. We were sent a total of {$170.00} to begin the work. To begin the process they require a number of documents from each contractor ( signed contract, W9, lien release, contractors license ). The number of documents can add up when there are several contractors involved. Every " t '' must be crossed and " i '' dotted or the document is rejected. Their web site does not explain why a document is rejected and that information is nearly impossible to obtain by talking with a customer service representative. Also, I have submitted many documents several times and I continue to be told that i have submitted them. Getting all required documents submitted and accepted is a long and arduous process. I have been working on this for over 2-months and still not complete. Based on the understanding we would have {$40000.00} to start the work we scheduled our 5 contractors ( roofing, painting, HVAC, fencing and paving ) and began the work.As soon as we received the check for {$170.00} I began the process of requesting a 50 % inspection so we could receive a 50 % disbursement and make timely payments to our contractors. When I called customer service to request the inspection and discuss timing I was told that it would take 2-3 business days to make the request to the inspection company, 2-3 business days for the inspection results to be transmitted and posted to our file and 2-3 business days for a check to be sent overnight ( we paid for overnight mailing for disbursement checks ). They could not give a time frame for when the inspection company would conduct the inspection after receiving the inspection order. On Friday, XX/XX/XXXX, after many phone calls and several hours, I made contact with the local inspector. She conducted the inspection at about XXXX XXXX on Monday, XX/XX/XXXX, completed and file a report the same day indicating 70 % completion. Based on the time frames given we expected a check to arrive in 5 to 7 business days from XX/XX/XXXX. As of XX/XX/XXXX we have not received the anticipated payment and have no anticipated timeline for when we will receive funds. On Monday, XX/XX/XXXX I called to follow-up on the payment and found out that our mortgage services and our insurance claim had been transferred to PHH and the XXXX XXXX XXXX website was shut down for the week as part of the transfer. When I was finally able to talk with someone I was told that a 50 % disbarment would not be sent to my wife and myself instead checks made payable to each contractor, my wife and I, would be send. In the mean time I had made two payments out of pocket to our roofing contractoXXXX totaling {$19000.00}. When XXXX found this out they cancelled the check request for the roofing contractor and required him to submit proof of my payment to him ; documents that they have rejected twice so far. They then processed a payment for our painter in the amount of {$75000.00} for a {$38000.00} contract. When they realized their mistake they cancelled this payment ( about a week ago ) and have failed to process and send a correct disbursement check. I am still working unsuccessfully to get the required documents for the other 3 contractors accepted so their payments can be processed. Since beginning this process back on XX/XX/XXXX, I have been continually lied to regarding nearly every aspect of the claim process, including the documents required, the disbursement process, the amounts, how checks would be made out, how to request inspections and payments, and the timing for all the steps of the process. Since the last week of XXXX I have made over 30 calls to XXXX and spent more than 20 phone hours trying to get our money to make the repairs to our home. Even though our claim has been assigned to a specific person on the XXXX complaint team there is not easy or direct way to contact them ; they have no email address or direct phone number. They continually promise to call me at a specific time on a specific day and do not. When I call and ask to speak to my assigned person ( the 3rd one in 2-weeks ) I am told I can not speak to them. I was promised a call yesterday between XXXX and XXXX XXXX. pacific time from XXXX XXXX, the person on the Complaint Team who has been assigned our claim. I never received her call. I began calling for her about XXXX XXXX After 5 calls and nearly 2 hours of hold time I find out that XXXX is not working yesterday. This is a typical experience. Every time I call I speak to a different customer service person who must acquaint themselves with our file. This is time consuming and frustrating. No one understands or can explain their process. Dates and information in our website file are incorrect. Many of the documents I send in are lost. They give no explanation as to why they reject documents. When I call in and am able to speak with a representative they continually review documents that have previously been accepted looking for ways to now reject them. No one I have spoken with has the actual authority to do anything to move the process along and I am not allowed to speak with anyone who does. When I ask to speak with the person having authority to do something I am told that person does not exist. The entire system is set up to prevent success and to not release funds that do not belong to them. We never would have started the work if we had known XXXX would do everything they can not to release our money. We are now nearly complete with the repair work to our home and facing potential leans from our contractors who we can not pay.
Company Response: Closed with explanation

Timely Response

2019-06-22

San Gabriel, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX I set up an temporary repayment plan with XXXX mortgage to bring my account current. I was instructed to pay by mortgage due 1st at the regular balance of XXXX and starting XX/XX/XXXX the payment I was behind would be spread out until XX/XX/2019 bringing my new payment to XXXX my servicer was changed to PHH mortgage. I was never notified the plan was canceled. PHH had the agreement plan from XXXX but told me I would have to wait for my payments to behind for 2 months in order to restart the plan.
Company Response: Closed with explanation

Timely Response

2019-06-21

East Troy, WI

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-06-21

Friendly Valley, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-21

Phoenix, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-21

Denham Spgs, LA

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-06-21

Oxford, GA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I can not get PHH mortgage to confirm by email or letter that I have paid off my loan in full. I have tried repeatedly ... spoken to them on 2 occasions and they say they will send me a confirming letter and email with payoff info. BUT I have not recevied either and it has been almost 1 month since payoff on XX/XX/19. I have called at least 6 x and been disconnected 2x after 30-54 minutes on hold. I have spoken to Escalation Managers ( XXXX # XXXX ) 2x after being on hold for over 45 minutes. I was promised email in 24 hrs and letter in 7 -10 days ... no response. I have sent email complaint to XXXX ... got 8 responses in 1 day that they would call me within 5 days ... .no calls. I sent email complaint to XXXX ( parent co. ) and it came back undelivered. I have received double invoices for payment AFTER I have fully paid off the loan! I have tried to reach the VP of Mortgage Servicing XXXX XXXX but his office goes to voice mail and on hold / disconnect. PHH is either dishonest or incompetent but I deserve better as I was a great customer for their mortgage business. Never late etc
Company Response: Closed with explanation

Timely Response

2019-06-21

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-21

Chicago, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-21

Chicago, IL

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-06-20

Juniper Hills, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Our mortgage company, XXXX XXXX XXXX, transferred our loan to PHH Mortgage company. We have been recently denied a modification and as a result are facing foreclosure. The problem is PHH mortgage is not able to give us an accurate amount owed so we can resolve our arrears! We received a statement stating the arrears are XXXX. Then I spoke to XXXX today from PHH ( XX/XX/19 ) stating the arrears are XXXX. My husband spoke to someone yesterday who stated the arrears are XXXX! We have made payments we have receipts for that have not been applied to the delinquency, because according to XXXX, the loan was transferred and payments have not been updated! The loan was transferred almost a year ago! We have asked the company 's OMBUDSMAN to intervene several months ago and do a payment search and he has not given us information either. We are requesting your help. We are facing foreclosure and would like to know the amount we owe so we can try and resolve this. Thank you.
Company Response: Closed with explanation

Timely Response

2019-06-20

New Port Richey, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-20

Cordova, TN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My home is set for property foreclosure XX/XX/2019. I recently faxed to my mortgage servicer request for mortgage assistance. I have attempted to acquire the mortgage company assistance several times for the last year and a half. They have been unwilling to assist me with saving my home. The notice I received from the foreclosure attorney was not received 30 prior to the sale date being set. Tennessee Las state the property owner is to receive 30 business days notice prior to property foreclosure sale. See Attachment Please Please Help
Company Response: Closed with explanation

Timely Response

2019-06-20

Ridley Park, PA

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: My mortgage was sold by XXXX on XX/XX/19 to a company called PHH. I have paid my mortgage on time every month since a modification almost 1.5 years ago. I have been building my credit back because of this. PHH has now reported me to the credit bureaus for a modification that took place 1.5 years ago. You can't get an American on the phone unless you have 2 hours - they won't help me, they are a scam and they appear to be doing this to a lot of people. XXXX had a civil suite brought against them. PHH is on the same track. This place is horrible. I can prove my on time payments through my bank account.
Company Response: Closed with explanation

Timely Response

2019-06-19

Concord Twp, OH

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-19

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

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-06-19

Conemaugh, PA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with monetary relief

Timely Response

2019-06-18

Richmond, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-18

Irvington, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response