PHH Mortgage Services Corporation

2018-01-09

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-01-07

Hillsboro Bch, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-01-04

Bellmore, NY

Closing on a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-01-03

Clarkston, MI

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-01-03

Jupiter, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Two months ago my personal checking account was overdrawn. In researching it I found out that XXXX XXXX over charged my mortgage payment by {$600.00} its causing such. I called XXXX XXXX XXXX to find out how it happened and advise them not to allow it again. Next month it happened again. Overdrawing my account. XXXX XXXX outsources the mortgage payment process to PHH. I tried to set up bill pay through XXXX XXXX XXXX for last months bill. XXXX XXXX XXXX rather than paying PHH mailed a certified check to my home. PHH collections are making calls to me and Im trying to make the correct payment. The reason for the additional XXXX is that my insurance did laps. Which I resolved immediately. My insurance agent sent proof. They also claim that I did not pay property tax. I called XXXX XXXX XXXX tax appraiser who advised me that the taxes were paid and sent me proof by mail of a receipt.No one at PHH or XXXX XXXX will give me an email to send in the proof of tax payment. The last two times Ive spoken with PHH, I was promised that they would call me back the next day with resolution. It never happened. Today, I was left on hold for 10 minutes and then hung up on. Any assistance and or guidance will be gratefully appreciated.
Company Response: Closed with explanation

Timely Response

2018-01-02

Lb, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX CA XXXX PHH Mortgage Services XXXX XXXX XXXX XXXX, NJ XXXX XXXX XXXX, 2018 Regarding : Loan Number XXXX Dear CFPB, The mortgage escrow statement is missing the subject property address. I believe mortgage servicing laws require all mortgage statements have the property address associated with the loan on the statement. I received a mortgage escrow statement accompanied by a large check. I called the mortgage company PHH to see if they missed one of my insurance renewal payments. Some of my properties have more than one insurance policy. After three ten minute holds a consumer service rep verified my information. She verified my full name, mailing address, loan number and social security number but then would not verify the property address associated with the loan number and mortgage escrow statement I had received and was calling about. I explained I have more than one loan with PHH and I did not know which property this statement was concerning. Without knowing what property we are talking about we could not have an intelligent conversation about any propertys insurance renewal payments. I asked to speak with a supervisor and was told no one was available. I was told a supervisor would call me back within 24 hours. No one has ever called me back. The statement shows last years insurance was {$1300.00} and this year they only expect to pay {$590.00}, you would think that would raise concern. So now I am in a position where I do not know if the insurance on one of my properties will be renewed. I will only be able to find out after the policy has lapsed and my insurance company sends me a notice of non-renewal for lack of payment. PHH will possibly leave me in a position of great loss if my property is uninsured. The idea they will not tell me which property they missed the insurance renewal payment on is nothing short of negligence. I look forward to your assistance with this matter. Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-12-31

Fort Worth, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-28

Huntington, CT

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-12-27

MS

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage was owned by PHH mortgage and was sold to XXXX in XXXX XXXX. The balances on the mortgage statements provided by PHH and XXXX do not match. I have made several attempts to have this corrected with XXXX however they are telling me they are not responsible for the accuracy of the balance provided by PHH when they purchased the loan. XXXX XXXX 's history and PHH 's history are not the same, XXXX XXXX is showing " restricted corp adv adj '' with amounts paid but balances are not reduced. My balance with PHH does not appear to have been credit correctly or timely from XXXX, large chunks of payments are removed and applied as " escrow or subsidy deposits '' These issues are present on both the PHH loan history and the XXXX history, however the issue that most concerns me is the fact that XXXX XXXX is saying I owe fees and charges that were not listed on the PHH loan history or statements from PHH. In XXXX, I received payment assistance from the XXXX XXXX XXXX ( XXXX XXXX ) and in XXXX, I did a modification with PHH. I am not sure the funds received during the XXXX were applied correctly and the modification amounts do not appear to be consistent.
Company Response: Closed with explanation

Timely Response

2017-12-26

San Antonio, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have tried to get a modification or forebearance or something to help me when I lost my job back in XXXX. I finally got a job in XXXX but was turned down twice for assistance. My problem is that twice I received letters asking me to send information to them so they can review for assistance. I am getting confused on what is going on. I feel I am being strung along. XXXX are and PHH are both not being honest with me on what is going on. I want XXXX XXXX investigated also.
Company Response: Closed with explanation

Timely Response

2017-12-22

Crystal, MN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-20

Walthill, NE

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My current home loan is at 74.4 % LTV, I have requested that PHH Mortgage drop the PMI on my loan. This should have been done automatically when I hit 78 % or below. They are refusing to drop the PMI because I had one delinquent payment in the past year 5 months ago. The loan is current and has been current since. Requirements state that they have to drop PMI automatically once the loan is below 78 % and is current. PHH is refusing to comply with this requirement. I have requested this by phone and in writing, and they refuse to comply with my request.
Company Response: Closed with explanation

Timely Response

2017-12-20

Clarkston, MI

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-19

Boulder, CO

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-14

Taft, OH

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-11

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-09

PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I tried doing this on my phone and I got an error so I am trying this on my daughters phone. My husband was diagnosed with XXXX 's and lost his job and we fell behind on our mortgage payments. No one antisapates or asks for any disease to make life miserable and not able to work at the age of XXXX. We have done everything we know how to do to keep our home with modifications and did them a few times because we built our home ourselves and made it XXXX excessible and we also had a shared well that if we moved there would be no water source that PHH would have to drill a well to sell the house or try and sell it with no water which we knew would not happen and not knowing that we would need a XXXX in the future. We had been working with our case worker through the past few years and had a few case workers but they seemed to be helpful. We then did all the paperwork to a deed in lieu and were then told that XXXX XXXX had approved and could receive up to {$10000.00} for a relocation incentive. Back in XX/XX/XXXX our file was transferred to XXXX XXXX and he is the one who seemed to be helping us at that point. We received an email from him stating that if we Vacate the property an inspection can be done. For the next inspection the property should be left completely free of all personal items and debris ( vacant ) and in broom swept condition. We were not needed to be there and that the inspector will, at that time, change the locks with the help of a locksmith and install a lockbox containing a new key. He asked when we would be able to have everything out and when it could be in that condition and we told him by XX/XX/XXXX and we moved to my parents house. As our deed was written up 20 years ago and did n't know that what all was being done and you never think that parents or in laws could be so evil was that there was a " first right of refusal " paper that they would need to sign for the bank for us to be able to sell the house or to do a short sale. XXXX seemed to drop the ball and as we continue for the next 6 months nothing had gotten done except phone calls made and he had to keep checking with someone although he is the one he says that he is a higher up at PHH Mortgage Services and that he would do everything he could to make it easy. Well, I am here to tell you that he did nothing. As we moved to my parents house and left ours behind because that is what we were told to do and that would help the deed in lieu to move along faster if we signed papers giving our house back to the bank so that is what we did. So now that we did everything we were told to do, XXXX XXXX told us that our house is no longer able to do a deed in lieu because we are far behind on our payments and we needed to make it current to proceed. That is a bunch of XXXX ... our payments have been delinquent for almost 3 years and he knew that and so did everyone else that is why we did modifications to try and stay but now we are no longer able to do the deed in lieu it would have to go to a short sale or for closure. That is what we were trying to avoid ... I had spoke with XXXX a few times and emails and he agreed to open the loan again and in the meantime we had to get an attorney to help us. As speaking with XXXX through emails and phone calls throughout this time, he agreed to open the file for another 45 days to see if our attorney could get this done before the foreclosure process started and 3 days later he closed the file and said he ca n't keep it open any longer. I do n't know who this XXXX XXXX is and that professes to be a big wig he set us back 6 months or longer and did absolutely nothing for us. It sounds as though XXXX XXXX will not give any incentives back but asking PHH Mortgage Service to give the incentive that we deserve of {$3000.00} because we did everything that we were told to do so. Please take this into consideration.
Company Response: Closed with explanation

Timely Response

2017-12-08

Patterson, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: attempted to get a modification agreement done with the mortgage servicer phh mortgage services but they prolonged the process way to long and would not provide a definitve answer. we filed a bankruptcy for protection however the owner of the loan XXXX XXXX has filed a motion for an automatic stay.
Company Response: Closed with explanation

Timely Response

2017-12-07

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-06

Jamaica, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-05

San Diego, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: PHH Mortgage - phhmortgage.com Mortage payment is {$2500.00} - paid exact amount, on time, every month, for over 3 years. XX/XX/XXXX : During EFT from XXXX, inserted a '4 ' and did n't notice - making that payment : {$25000.00}, XX/XX/XXXX : We noticed the error - called XXXX - XXXX contacted PHH with me on phone - PHH had deposited the transfer, said they could n't unwind the payment - {$23000.00} does show applied to principal - PHH promised a return of the difference : {$23000.00}, within 7 to 10 days XX/XX/XXXX : Have not seen over-payment returned - amount still credited to Principal - called them, they now say they will return my over-payment in 15 business days - they offer no explanation of why they did n't send the money as promised on XX/XX/XXXX - i asked to speak with a supervisor, and was told they were all busy This is wrong and worrying behavior.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-12-04

Mohawk, MI

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-02

Maynard, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I make my mortgage payments automatically every month from my bank account. My regularly scheduled payment went out on XXXX XXXX 2017 as usual. However the company has failed to apply it to my account. So they continue to send me notices that I have missed my payment. I have sent them an image of the processed check - cashed by them - plus the activity statement from my account showing the payment. I have sent this information more than once and my account is still not reflecting the payment. Meanwhile they are escalating payment collections. When I sent an inquiry via email I did get a response asking me to fax the information, However, after multiple tries at faxing, their machine is always busy and I can not send my information. So i have sent it to their customer service email multiple times. I asked for the situation to be escalated but i do n't think this has happened. This is actually the second time this has occurred with this company, The first time, one email with the processed check image was sufficient. Copies of the information that I have sent are attached.
Company Response: Closed with explanation

Timely Response

2017-11-28

Skanawan, WI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: DURING XX/XX/XXXX I HAVE MADE ( OFFERED ) ONE PAYMENT OF {$1500.00}. - SEVEN PAYMENTS OF {$1400.00}. AND ONE CASHIERS CHECK OF {$2900.00} TO PHH MORTGAGE. THESE AMOUNTS TOTAL {$14000.00}. PHH MORTGAGE IS PURPOSEFULLY MANIPULATING AND REJECTING PAYMENTS MADE TO THEM. EXAMPLE, IN XX/XX/XXXX I MADE A {$1500.00}. PAYMENT TO PHH MORTGAGE AGAINST A REQUIRED AMOUNT OF {$1300.00} PAYING IN {$130.00} EXTRA. IN XX/XX/XXXX PHH BILLED A {$120.00} ESCROW SHORTAGE ( SEE XX/XX/XXXX/17 PHH LETTER ). I NEVER RECEIVED THIS BILLING. IN XX/XX/XXXX PHH REJECTED MY {$1400.00} MONTHLY PAYMENT AS IT DID NOT COVER THE {$120.00} ESCROW BILLING AND THE REQUIRED {$1300.00} AMOUNTS THEY WANTED. THEY RETURNED 4 OF THE NEXT 5 PAYMENTS. THE XX/XX/XXXX THEY KEPT BUT IT DOES NOT SHOW ON THEIR " CUSTOMER ACCOUNT ACTIVITY STATEMENT '' THEY REPORTED FALSE INFORMATION TO THE CREDIT BUREAUS SEVERELY DAMAGING BOTH MINE AND MY EXWIFE 'S CREDIT RATING. THEY HAVE PURPOSEFULLY DID THIS TO US AND ACCORDING TO MY REALTOR AGENTS HAVE DID THIS AND WORSE TO OTHERS. I REQUEST AN IN DEPTH ACCOUNTING OF PHH MORTGAGE AND ITS UNFAIR TACTICS. THEY DID NOT APPLY MY XX/XX/XXXX PAYMENT ON THEIR " CUSTOMER ACCOUNT ACTIVITY STATEMENT ''. NOR DID THEY RETURN THIS PAYMENT TO ME LIKE THEY DID WITH 4 OTHER MONTHLY PAYMENTS MADE TO THEM. I SOLD THE PROPERTY AND PHH TOOK {$120000.00} OF THE PROCEEDS AGAINST A BALANCE OF {$110000.00} SHOWING OWED ON THEIR " CUSTOMER ACCOUNT ACTIVITY STATEMENT '', A DIFFERENCE OF {$2200.00}. I WANT PHH TO 1. RETURN MY {$1400.00}. THEY HAVE NOT APPLIED TO MY LOAN. 2. RETURN THE {$2200.00} THAT WAS MORE THAN THE AMOUNT PHH TOLD ME AND THEIR " CUSTOMER ACCOUNT ACTVITY STATEMENT '' INDICATED WAS DUE. 3. ALL LATE FEES AND OTHER MALARKY NEEDS TO BE REPAID. 4 MOST, IMPORTANTLY PHH MORTGAGE NEEDS TO CORRECT CREDIT BUREAU INFORMATION ON BOTH MY EX-WIFE AND MYSELF, AND PROVIDE PROOF OF DOING SO.
Company Response: Closed with explanation

Timely Response

2017-11-28

Echelon, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response