PHH Mortgage Services Corporation

2017-08-29

Manchester, NH

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: PHH Mortgage company has stopped accepting my monthly loan payment. In XXXX XXXX, PHH mitakenly claimed that I did not have home insurance on the property. I provided proof that I did have insurance. However, this mistake by PHH triggered problems with the mortgage, putting my payments in arrears. I continued to make my payments but these were always considered in arrears because of the escrow account set up by PHH. Six months ago PHH stopped accepting my monthly payments and now PHH has sent my loan to a law office to begin foreclosure proceedings. All I want is a detailed review of my loan to determine why PHH took out lender 's insurance on the property given that I also had insurance. Also, PHH has created an escrow for property taxes, even though I have never been late with property tax payments to the City.
Company Response: Closed with explanation

Timely Response

2017-08-28

Spfld, MA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-08-25

Flushing, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-25

Greensburg, KS

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-21

Fort Mill, SC

Struggling to pay mortgage

Mortgage: VA mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-18

Ampere, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-08-18

OK

Trouble during payment process

Mortgage: FHA mortgage

Complaint: XXXX XXXX XXXX XXXX Driver 's License # XXXX Address of Property : XXXX XXXX XXXX XXXX XXXX, GA XXXX Current Residence : XXXX XXXX XXXX, XXXX XXXX, OK XXXX I, XXXX XXXX XXXX, hired XXXX XXXX XXXX, the owner of XXXX XXXX XXXX XXXX XXXX. He was hired to repair damages to my home in XXXX, GA after XXXX XXXX. This was an insurance claim as well as addition to the home. XXXX XXXX received a check for {$21000.00} as well as {$10000.00} of personal funds that was transferred from my XXXX XXXX XXXX XXXX account to his. After XXXX XXXX abandon the property, damaged my property which left my home not livable. I know have family displaced/homeless with no way of contacting him. I have left several messages on his cell phones, emails, and I have sent him a certified letter for him to please contact me. XXXX XXXX signed for the certified letter and still has not contacted me or refunded me my funds. I called his insurance company to see if I could file a claim but was denied due to a statement that he was not paid. The insurance company also stated that he was not a license contractor and should have never signed the contract. I researched the database to locate if he ever had a license and was unsuccessful. I am XXXX XXXX military and I am asking that I please have someone assigned to this case and to help me. I do not want him to do the to anyone else. I have a copy of the contracts, checks and a letter from the banks for funds cashed, transferred and received. XXXX XXXX signed the contract XX/XX/XXXX. He started some measurements/materials during XX/XX/XXXX. XXXX XXXX did not start any construction on my home until XX/XX/XXXX/XX/XX/XXXX timeframe. This is from texts and phone calls of the progress from him. After XXXX XXXX received the additional {$10000.00} via funds transfer ( XX/XX/XXXX-XXXX XXXX XXXX week ) no one was able to contact him. My insurance company ( XXXX XXXX ), mortgage company ( PHH mortgage ) as reached out to him several times with no response. I spoke to an attorney about this issue and was advised that the person was a fraud that had stolen my money and that I needed to make a police report ASAP. If you need any documentation or have any questions please call me at your earliest. I can be reached at XXXX XXXX XXXX XXXX. Police report # XXXX Thanks and have a blessed day! XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-08-17

Finksburg, MD

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: PHH mortgage knowingly and willfully closed on a loan involving the wrong amount of money and owes me {$2000.00}. At the time they closed on the loan they knew their numbers were wrong and failed to correct them and reimburse me the correct amount of money. Thus I believe this also constitutes criminal financial fraud.
Company Response: Closed with explanation

Timely Response

2017-08-12

Bowie, MD

Trouble during payment process

Mortgage: FHA mortgage

Complaint: In the latter part of XXXX 2017, I received a letter from PHH, the company that services my mortgage. The letter was an escrow analysis and indicated that my escrow account had a projected deficit of {$320.00}. The letter gave me the option of doing a onetime payment or spreading the shortage out over 12 months. When I sent my XXXX payment in, I added the {$320.00} escrow shortage in with my regular payment. I wrote on the payment coupon that I was enclosing {$320.00} for the escrow shortage. I also sent them a letter stating that the extra {$320.00} was for the escrow shortage only! I mailed the payment priority mail and confirmed the delivery. Today I received my XXXX mortgage statement. Despite my clear instructions, they did not apply the {$320.00} for the escrow shortage. Instead they applied it to my principal balance and are billing me for the {$320.00} escrow shortage. This should be illegal and fraudulent on their part.
Company Response: Closed with explanation

Timely Response

2017-08-11

Arco, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: PHH mortgage charged my credit card {$590.00} plus an additional {$1.00} service charge for an appraisal on my home for re-financing a mortgage. They said my credit card would be charged if they were unable to close on the re-fi. I never received a letter or phone call first to inform me, just a charge on my XXXX. The mortgage company solicited me with numerous phone calls to re-fi, and told me I would be saving several hundred dollars monthly. They also said I was pre-approved. The initial loan processor never walked me through the documentation, as promised, and papers had to be re-sent. A new loan processor was assigned. She was equally rude and evasive in our conversations. Finally, they asked for documentation of additional income to be guaranteed that it would continue for 3 years ; however, the income is XXXX XXXX deeded to me 35 years ago. I sent all tax documents for 3 years and told them there 's no guarantee that Royalties continue indefinitely, although I 've continued to receive them 35 years. This company has had many legal problems and is not endorsed by the BBB. XXXX reviews are all consistent with my complaints.
Company Response: Closed with explanation

Timely Response

2017-08-11

Blackbird, DE

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I 'm attempting to refinance a home equity line of credit with XXXX. XXXX pulled a property title report showing an unresolved lien from XXXX from XX/XX/XXXX as well as the current mortgage, which was acquired by XXXX in XX/XX/XXXX. I e-mail 'd XXXX XX/XX/XXXX, to request the lien be released. I received an e-mail reply from an XXXX XXXX that this request had been prioritized with the Lien Release Team and would be completed in 30 business days. OnXX/XX/XXXX, I e-mail 'd and requested a status. I received a reply from XXXX XXXX XXXX that the request would be completed in another 15 business days. On XX/XX/XXXX, I spoke with a XXXX XXXX at XXXX, x XXXX, who told me the lien release request had supposedly been escalated after my last e-mail, and he would call me back within 1 business day. I never received a return call, nor has he responded to v-mails I 've left since. On XX/XX/XXXX, I opened a complaint with the Delaware Attorney General 's Fraud and Consumer Protection Division and e-mail 'd XXXX and advised them I 've filed the complaint. I have not received any response from XXXX. The AG 's office suggested I contact the CFPB.
Company Response: Closed with explanation

Timely Response

2017-08-10

Dover, DE

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

2017-08-10

Arsenal, PA

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2017-08-10

Orion Twp, MI

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We have filed several complaints with the CFPB. XXXX foreclosed on our house in XX/XX/XXXX then rescinded the foreclosure in XX/XX/XXXX, only after we filed a complaint with the CFPB because of they illegal way in which they foreclosed on our property. We have been trying, for years to get them to prove the amounts of money they claim we owe. They are constantly changing the amounts. We want to keep our house but do not feel we owe the amounts they say we owe. We have tried to get them to reduce the amount of the mortgage in a loan modification and they claim they can not or will not. As we have gone through this process, many attempts at loan modifications that they keep screwing up, they have never allowed us to do a principal reduction but have appeared to be using HAMP guildelines. HAMP is being replaced with Flex. We asked if they would follow this. Their most recent respone was that they do n't have to because the mortgage is not a XXXX or XXXX mortgage. Why then were they donig XXXX before? Today, XX/XX/XXXX we received a notice of Mortgage foreclosure from XXXX XXXX. The sate is set for XX/XX/XXXX. We received a letter yesterday, dated XX/XX/XXXX from XXXX XXXX stating that they are representing PHH informing us that our mortgage was referred to them for foreclosure. In the letter it states that we have 30 days to respond to them in writing regarding the validity of the loan. If we have 30 days to respond, why did they already schedule a sale date or XX/XX/XXXX. We have until XX/XX/XXXX or XX/XX/XXXX if you go by the day we received the letter to deny or accept that we owe the debt. Premature sale date. So XXXX XXXX seems to be doing some shady stuff too. We want the sale date stopped, not postponed ... stopped. We have 30 days to respond. Also, we want a loan mofidication that removes all of the money we do not owe from the mortgage going back to the very frirst mortgage we got from XXXX XXXX. Another thing we want answers on is about XXXX XXXX XXXX. XXXX XXXX XXXX was an employee of XXXX XXXX. He was a predator and talked us into a mortgage when we did n't even have one. We owned our house free and clear. We paid {$340000.00} cash for it in XXXX. He was a XXXX XXXX financial adivsor. He also sold us some XXXX stock that disappeared. We can not find it and have tried to get XXXX XXXX to tell us where it is. Anyway, XXXX XXXX XXXX disappeard. I found him recently through a search and learned he was charged with fraud. XXXX XXXX needs to tell us how he was able to get us into this loan and if they ever pressed any charges against him for fraud. This entire mess started with him. We have zero reason to trust PHH or XXXX XXXX. PHH and XXXX XXXX are the same in this case. PHH services the loans. Our complaint is with PHH at the moment. But they can get these anwers since they represent XXXX XXXX. PHH foreclosed on us illegally in XX/XX/XXXX with XXXX XXXX 's help. They both knew they were not doing this legally yet they both get away with this nonsense. Fortunately, as I stated above, it was rescinded after we filed our complaint against them with you. They have put us into foreclosure many times when they are the ones who tell us not to pay like back in XX/XX/XXXX/XX/XX/XXXX. Yet they state that did n't happen. Then they offered us another loan modification that we paid the payments on but they misapplied them and sent a payment back and then denied our loan modificaiton. We have every email and all of the dates, phone numbers and people we spoke to thoughout all of this. They no longer allow email communication between me and their employees. All of whom " left '' the company. Every person that helped us is no longer there and they can no longer speak to me through email. It creates a paper trail. We demand that PHH makes right all they have done wrong. We want the foreclosure date cancelled.
Company Response: Closed with explanation

Timely Response

2017-08-09

Glendale, CO

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: PHH is our mortgage company. We are now attempting refinancing with another company. They have not provided a payoff amount, despite repeated requests to them and to their attorney 's office. I initially requested this on XX/XX/XXXX. It is now XX/XX/XXXX, and we still have not received ANYTHING. We are ready to close in all ways except we ca n't get the payoff letter from them. Tomorrow, our locked in rate expires, and we have still no resolution.
Company Response: Closed with explanation

Timely Response

2017-08-09

Arsenal, PA

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2017-08-07

Gerry, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Borrower is currently facing a foreclosure sale of his home scheduled to be held on XXXX XXXX, 2017. Please see notice of sale attached hereto. On XXXX XXXX, 2017 borrower, through his attorneys, submitted a complete application for loss mitigation to his loan servicer PHH Mortgage. Please see application for loss mitigation and confirmation of fax delivery attached hereto. On XXXX XXXX, 2017 PHH Mortgage issued a letter stating that borrower 's application for loss mitigation was been denied as incomplete. This letter cited no documents as missing from borrower 's application. Please see letter from PHH Mortgage dated XXXX XXXX, 2017 attached hereto. We assert that borrower 's complete application was submitted more than 37 days prior to a sale date andso PHH is required by 12 CFR 1024.41 ( c ) ( 1 ) to evaluate borrower for all loss mitigation within 30 days of receipt of the complete application. Additionally, PHH Mortgage failed to cite any documents as missing from borrower 's application in their notice of XXXX XXXX, 2017. This being the case, pursuant to 12 CFR 1024.41 ( c ) ( 2 ) ( iv ) borrower 's application for assistance is facially complete. As borrower 's application is facially complete, borrower is forbidden from conducting the foreclosure sale by 12 CFR 1024.41 ( g ).
Company Response: Closed with explanation

Timely Response

2017-08-02

Scottsdale, AZ

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-07-30

Chambersburg, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-07-27

Bismarck, ND

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-07-27

Lebanon, OH

Communication tactics

Debt collection: Mortgage debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2017-07-27

Bridgeport, CT

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: I received many calls from PHH mortgage, offering me a reduced interest rate ( from 5.97 to 4.19 ) and a reduced premium over approx remaining period ( from {$1900.00} to {$1400.00} ) I closed on XXXX XXXX, 2017 and my first payment of {$1400.00} on XXXX XXXX, 2017. In mid XXXX I received a letter from PHH that due to escrow shortage my XXXX payment would be {$1800.00}. This unplanned amount was debited to my bank account on XXXX XXXX,2017. I am retired and on a fixed income so I had to rearrange my finances to cover this overage. I called my loan officer, XXXX XXXX, who showed absolutely any interest in my dilemma but referred me to the escrow department. After spending over 20 minutes with the escrow representative, I was unable to get an explanation for the increase. I however questioned a item on the escrow statement that said escrow refund. The rep. then put me on hold to investigate. After about 5 minutes on hold, the phone mysteriously disconnected. I again left a message for the loan rep. No response. I started investigating my options. Then in mid XXXX, I again got a letter from PHH that due to escrow shortage, my XX/XX/XXXXpayment will be {$2400.00}. In less than 90 days from closing my monthly mortgage payment has increased almost {$1000.00}. Again, I contacted the escrow dept and again after some time on the phone I was put on hold and the line disconnected again when the escrow refund was mentioned. This seems to be a business practice of PHH. I am in a worst position now than when PHH offered me this relief. I was informed at closing that my projected escrow shortage was {$15.00} PHH has had my mortgage for over the last 10 years and my taxes have not gone up. Actually they decreased over the last two years. My insurance has remained the same so I ca n't understand these escrow problems and can not get an explanation from PHH.
Company Response: Closed with explanation

Timely Response

2017-07-20

Philadelphia, PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Timeline PHH Mortgage Company XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX Loan # XXXX Authorized Third Party : XXXX XXXX XXXX spouse of borrower Regular Monthly Payment {$710.00} Late fee assessed if not received by XXXX of each month ( {$740.00} includes late fee ) Payments made Year to Date XX/XX/XXXX {$1500.00} ( XX/XX/XXXX and XX/XX/XXXX's payment ) XX/XX/XXXX {$800.00} ( XX/XX/XXXX 's Payment )XX/XX/XXXX {$740.00} ( Bounced ) No XX/XX/XXXX Payment XX/XX/XXXX {$750.00} ( Applied to XX/XX/XXXX ) XX/XX/XXXX {$750.00} ( Returned by Mortgage Company because the amount was not for total amount owed ) Loan Modification Letter Received XX/XX/XXXX Accepted Terms of Trial Plan Repayment Was told by XXXXXXXX XXXX XXXX to make 3 consecutive payments in the amount of {$600.00} Final Terms of Modification and Interest rate to be provided at the end of the Trial Period. XX/XX/XXXX {$600.00} XX/XX/XXXX {$600.00} XX/XX/XXXX {$600.00} Received Final Terms of Modification on XX/XX/XXXX Called and Spoke to Newly assigned case Manager XXXX XXXX XXXX on XX/XX/XXXX Informed XXXX XXXX that we did not wish to continue with modification. Was told by XXXX XXXX the amount to make our loan current as ofXX/XX/XXXX was {$2400.00} She informed that we had until XX/XX/XXXX to either submit the notarized Modification Documents or made the bulk payment to bring the account current. ( We have a letter from XXXX XXXX stating these terms Titled " Home Assistance Program '' dated XX/XX/XXXX. ) Called onXX/XX/XXXX, trying to speak to XXXX XXXX but was not available, pressed 0 to speak to customer service rep to verify the amount due in full before sending payment. Spoke to Customer Service Rep XXXX and was given a different figure. He informed that as ofXX/XX/XXXX the total amount due is {$2800.00} and after XX/XX/XXXX the amount would increase to {$3500.00} Was also told by XXXX to mail payment to XXXX XXXX XXXX XXXX, PA XXXX and that electronic payments or phoned in payments would not be accepted. Was advised to call right before sending payment to ensure the amount is accurate. Asked XXXX to notate the account that {$3500.00} will be coming express mail to ensure a timely delivery either onXX/XX/XXXX orXX/XX/XXXX at the latest. Called XX/XX/XXXXand spoke to customer service XXXX XXXX, again because XXXX XXXX was not available per her voicemail message, to confirm amount as previously advised. Was told by XXXX that the amount has now increased to {$4400.00} and that we can no longer submit the payment to reinstate because the home was turned over for foreclosure proceedings on XX/XX/XXXX. Spoke to XXXX XXXX on XX/XX/XXXX and she said she was not sure how the account was referred for foreclosure as her and XXXX XXXX had been working together for months to avoid foreclosure. She promised verbally that she was immediately going to the processing department to stop the foreclosure proceedings. Spoke to her around XXXX and she informed that she would return the call prior to XXXX the same day ( XX/XX/XXXX ) After not hearing back from XXXX XXXX a call was placed at XXXX to XXXX XXXX XXXX direct extension. Per her voicemail, she was now gone for the day and will not be returning until MondayXX/XX/XXXX. Pressed 0 for customer service and was connected to Rep XXXX XXXX who said she was XXXX XXXX XXXX supervisor. Explained the situation to XXXX XXXX and she expressed her apologies and also promised that she can " walk over to the processing department '' to stop the foreclosure and she also would call me back prior to XXXX the same day. After not receiving any phone calls from XXXX XXXX or XXXX XXXX a call was placed on ThursdayXX/XX/XXXX to XXXX XXXX XXXX direct extension. Again her voicemail indicated that she was not in the office until Monday XX/XX/XXXX. Pressed 0 for a customer service rep ( Name not taken ) who informed that no requests were submitted to the processing department by XXXX XXXX or XXXX XXXX. Was also told by rep that XXXX XXXX is not XXXX XXXX 's supervisor and asked to speak to a Senior authorized manager for help in this matter. Was connected to XXXX XXXX XXXX and explained entire timeline again. XXXX XXXX said that no one there ( at Mortgage Company ) has the authority to contact the processing department nor did anyone, himself included, have the authority to stop foreclosure. He then proceed to tell XXXX XXXX that none of the conversations she said she has had with XXXX XXXX " sound like something XXXX XXXX would say ''. XXXX XXXX told XXXX XXXX that a recorded disclaimer at the beginning of the call states that all calls are recorded and monitored for quality assurance. XXXX XXXX then told XXXX XXXX that he personally would have to review all of the recorded conversations to determine what exactly was said. XXXX XXXX took XXXX XXXX XXXX cell phone number and promised to return the call by end of business on Friday XX/XX/XXXX. A return call was not received by XXXX XXXX to date. XXXX and XXXX XXXX met with Financial Planner XXXX XXXX XXXX on MondayXX/XX/XXXX XXXX XXXX called XXXX XXXX XXXX direct extension and her voicemail message stated that she was not available. XXXX XXXX pressed 0 for a customer service rep. XXXX XXXX XXXX spoke to XXXX XXXX XXXX XXXX along with XXXX XXXX on a conference call to try and mediate the situation and to find out why PHH violated the terms that they set forth. XXXX XXXX went over all documents that were provided by XXXX XXXX XXXX XXXX and after an hour discussion and a lot of false information, we were finally put directly through to XXXX XXXX She indicated that the mortgage company did make a mistake by prematurely sending the account for foreclosure and her only suggestion is to let XXXX XXXX do his investigation and someone would get back to the homeowners no later thanXX/XX/XXXX. In the meantime as the mortgage company delay their investigation the homeowners are accruing interest charges, late fees and lawyer fees every day that passes. Was advised by XXXX XXXX to contact the CFPB to file a complaint about PHH Mortgage Services and there violation of the agreed terms and the bad business practices.
Company Response: Closed with explanation

Timely Response

2017-07-19

Denham Spgs, LA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-07-18

East Rockaway, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response