PHH Mortgage Services Corporation

2017-05-30

NY

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Sued you without properly notifying you of lawsuit
Complaint: This request for information is submitted pursuant to Regulation X Paragraph 1024.36 under RESPA. This request is not duplicative of any prior request for information on the referenced loan account. We have received correspondence indicating that a certain XXXX XXXX XXXX was consulted and named as a representati ve of PHH Mortgage Corporation in a foreclosure matter brought by PHH. This is a QWR request for the following informa tion : 1. Is XXXX XXXX XXXX and employee of PHH Mortgage Corporation? 2. If so, how long has she worked there? 3. What is her official title? 4. What is her job description? 5. What training is required for her title designation? 6. Provide the name of the department or division she works in. 7. Provide the name of the department or division head. 8. Is XXXX XXXX XXXX authorized b y PHH Mortgage Corporation to p articipate in a foreclosure action? Thank you for your cooperation and timely response.
Company Response: Closed with explanation

Timely Response

2017-05-26

Arvada, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I 've receiv ed four letters i n the last month fro m PHH M ortgage in reference approximately {$10.00} in additional escrow payments. Each letter I receive for additional money for my monthly mortgage payment is followed up by me with a phone call to their customer service. I always ask to speak to a representative in t he U. S. A. t o insure their is no language barrier. <P/> My conversations with PHH c ustomer service representatives indicate their is no issue with my mortgage and I am current with my mortgage payments. Within a week of the above conversations, I received two letters form PHH stating I owe them money for late payments, including the next months mortgage payments. <P/> The most recent letter form PHH states they have not received my current month 's payment and is a notice of the creditor 's ( PHH Mortgage ) intent to enforce a lien against my property. I followed up on this ( third ) letter to PHH customer service re presentative XXXX XXXX who assured me there will be no lien on my property and my payments are current. XXXX advised that PHH Mortgage is a large company and it is impossible to communicate with the person ( s ) who are responsible for late/missed payments. <P/> To his credit, XXXX XXXX sent me an e-mail indication my mortgage payments are current and no money is owed to PHH Mortgage. <P/> This complaint is to inform CFPB that PHH Mortgage is sending harassing letters with false information to customers and continue to send inaccurate information to customers, via weekly letters to respond with additional money not owed to PHH Mortg age.
Company Response: Closed with explanation

Timely Response

2017-05-24

Portland, OR

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-05-22

Arcade, NY

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

2017-05-21

Humble, TX

Incorrect information on your report

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-05-18

GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage loan closed in XXXX XXXX . In XXXX , it was sold to PHH M ortg age d/b/a " XXXX ''. I received a letter indicating my monthly payment of {$1800.00} due on the first of each month. I set up auto-pay to pay on the XXXX of each prior month, over a week before the due dat e. PHH Mortgag e mis-processed my payments and began charging me late fees - {$80.00} in XXXX and {$73.00} in XXXX , despite having been current on my payments. The first time I called PHH, the rep said I had to pay the fees and then retroactively submit a petition for refund. The second time I called, a supervisor refunded the fees. I believe these fees are predatory and exhorbitant. Giving customers the run-around on fee refunds similarly takes advantage of consumers.
Company Response: Closed with explanation

Timely Response

2017-05-17

Ocklawaha, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have several issues with PHH XXXX XXXX . I have requested my XXXX for fiscal year XXXX and have not received a copy needed to report my taxes. They will not post the documents on the online system neither will they provide the information on line. When I contacted them for the documents they stated that because I am in litigation with them they have to go through their attorneys to process the request. This has resulted in me being late filing my taxes and subject to late fees and penalties with IRS. In addition, the litigation has been going since the beginning of XXXX and I can not get them to address my complaint about the failure for them to post my mortgage payments and interest correctly while in bankruptcy. At the beginning of bankruptcy, I owed them $ XXXX and at the end of bankruptcy, I owed them $ XXXX plus an additional XXXX for other fees. The payments made are not properly reflected over the time period. The agreement we made under the bankruptcy was to pay {$2900.00} months during the bankruptcy period to cover what I owed. However the payment history reflected an amount of {$3500.00} being constantly billed to my account. If this is the amount that I should have been paying then why did they make the agreement in court that the amount of {$2900.00} would satisfy my loan. No principal payments were posted in XXXX and XXXX ... .the {$2900.00} is not reflected in the totals of the escrow and interest amounts. Where is this money reflected in payment history!!!!!! The next issue is that the principal balance as of XXXX / XXXX / XXXX was {$340000.00}. Then the payment history for XXXX show a balance of {$400000.00} but they send a document wanting me to sign saying we owe $ XXXX . So, they are not holding to the agreement that our {$2900.00} payments are satisfying the loan. They have increased the interest under their agreement and not letting us know that the amount has increased and we need to make the {$3500.00} payment. They have breached their contract of the {$2900.00}. Then they do n't give us documents to support the interest paid for IRS. requirements. Their practices are not fair!!! and they do n't want to pay my attorney fee but provide me with XXXX that do n't meet the attorney fees and additional trustee fees, and IRS fees that I now owe due to them not settling the matter in adequate time. Overtime they correct the payment history the amounts change to fit the bank. See all the documents that I have submitted with changes they posted to payment histories. Thanks.
Company Response: Closed with explanation

Timely Response

2017-05-16

PA

Communication tactics

Debt collection: Mortgage debt

Frequent or repeated calls
Complaint: PHH Mortgage has called me multiple times a day for months. Most times, the line is quiet when I pick up, immediately followed by a disconnection sound ( an audible click ). They foreclosed on my property, and I requested a reinstatement amount from them ( I had to request this several times now, and still have n't received an amount ) through their lawyer. Today, PHH called me directly from the number listed on the complaint. They wanted to know what my intention was with the property. Since I have made several requests, even speaking directly with their lawyer, they already knew my intention. They provided me with no new information, and simply stated they would pass on a total to the lawyer. I believe this constitutes a breach of FDCPA ss. 806 ( 5 ) and ( 6 ).
Company Response: Closed with explanation

Timely Response

2017-05-12

Miami, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-05-12

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-05-10

Krakow, WI

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: PHH Mortgage sent our tax money ( fro m our escrow account on XXXX XXXX XXXX ) to their 3rd party administrator that was supposed to then send it to our local township. After closing on the sale of our house ( XXXX XXXX XXXX ), our local treasurer had been in constant contact with us to figure out where our missing money w as ( all the while, PHH kept confirming they had sent the money ). We received letters from PHH ( XXXX dated XXXX XXXX , XXXX and XXXX dated XXXX XXXX , XXXX ) confirming that they had sent the money to our local township. Our treasurer from the township was finally able to get through to PHH to find out about the 3rd party administrator and told us about it. We then were sent two more letters from PHH advising that they would be sending us our refund ( letters were dated XXXX XXXX XXXX and XXXX XXXX XXXX ). We have called and talked to many supervisors about this issue and have been assured every time that it was " being expedited ''. We still have not received a refund check ( {$2100.00} ) even after having another conversation with them on XXXX XXXX XXXX . This needs to be resolved.
Company Response: Closed with explanation

Timely Response

2017-05-07

Stonington, ME

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-05-05

Magnolia, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: PHH Mortgage Services took over my loan in XXXX XXXX . I have an escrow account set up with them with the expectation that they would pay all of my property taxes as my previous loan servicing company did. My payments for my home have remained the same since I bought my house over 2 years ago. In XXXX XXXX I received a delinquent tax bill from my XXXX district in the amount of {$3400.00}. I immediately alerted PHH Mo rtgage to the situation and they paid the late tax bill. However, on XXXX XXXX XXXX I received an escrow reanalysis that states that due to their oversight, I must either pay them {$4900.00} or my monthly payment will increase by {$410.00}. Neither of those are viable options for me. I also no longer trust their ability to properly service my tax/insurance money and requested to have my escrow account removed so I can make sure my taxes get paid in a timely manner from now on. They agreed to remove my escrow account but only if I pay a {$420.00} escrow waiver fee. I do not feel it is right for them to charge me to monitor my ability to pay my taxes when clearly they ca n't even take care of their own business. I brought this to their attention and was told they would not waive the {$420.00} escrow waiver fee, sightin g it 's in the loan documents ( which I never signed with them ). I am pretty sure those same documents state th ey have the duty to pay my taxes in a timely manner. Their mistake is causing an undue financial hardship for me. I now have 7 months to come up with a years worth of taxes. I feel I should have the money I have contributed to my escrow account so far this year ( approximately {$3500.00} ) refunded to me, however, all I have requested from them is to have the {$420.00} escrow waiver fee removed. They refuse to work with me on this and are unwilling to accept responsibility for their mistake.
Company Response: Closed with explanation

Timely Response

2017-05-05

NY

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Please note that this is my second complaint against the same company regarding the same mortgage. I am purchasing a property for the first time. I was advised to lock in my mortgage rate, guaranteed that I would receive a loan commitment letter the following business day ( Monday ). I did not receive it until weeks later. I am purchasing a co-op, and the process is lengthy, every single day of a rate lock counts. I advised the mortgage company that I did not want this rate locked in any longer, as I did n't receive the commitment letter timely. Additionally, it came to my attention that my credit was run by PHH another time before my rate lock, and a delinquent account appeared. I was never advised of this account by anyone at PHH, and only knew this affected my rate until early XXXX when XXXX advised me ( 2 mon ths later ). I am now being told that they can not change my rate, and that it was extended after I advised a supervisor at PHH that this was not what I wanted. In addition to this, I was told that I can not lock in another rate unti l 60 da ys after my current lock expires. This is unacceptable, as the only reason the current lock even occurred is due to PHH being unethical in their practice s and misinforming consumers.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-05-04

Clarkston, MI

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-05-04

Long Beach, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In early XXXX , PHH Mortgage claims they did not receive a check I sent to them for my XXXX mortgage payment. There was much back and forth and after confirming that the check had not posted to my account I was provided an amount to bring the account current. By this time, I owed f or three m onths, I secured the funds, purchased a cashiers check, and paid the United Postal Service to overnight it to the mortgage company and get a signature upon delivery. It was to be delivered on XXXX XXXX XXXX and it was. On XXXX XXXX , I tried to pay my XXXX payment by phone and it would n't go through. Knowing that the only reason was that the payment had n't posted I went through the prompts to speak with a live person, I spoke with representative who said the cashiers check had n't been received or posted yet. I mailed my XXXX payment which was promptly returned to me. I spent the next six WEE KS without success trying to get a call back from the Supervisor XXXX XXXX or the Case Manager XXXX XXXX . They did not return phone calls yet I kept getting calls at least once a day, sometimes more requesting payment. It got to the point that as soon as I 'd pick up the phone I 'd say " please check your notes ''. Through all of this I still was not able to communicate with anyone but collections personnel. Worse, at this point there was at a minimum {$8400.00}. 01 in their office that had clearly been received and signed for that they could not account for. By XXXX I was sent a formal letter requesting a copy of the back of the cashiers check. I 'd been asked this many times be telephone and they still could not seem to grasp the fact that the copy of the back of the check was blank because they had it somewhere in their office. Additionally, I had sent a copy of the cashiers check along with a copy of the tracking numbers for the overnight mailing to both XXXX XXXX and XXXX XXXX XXXX with no response. In XXXX XXXX after much frustration and stress I contacted liaison in the office of the president. While he was able to confirm that the cashiers check had been received in their office by an employee of their company he could not determine the disposition of the check. He asked if I would be willing to replace the check. I told him that my credit union would indeed replace it with an affidavit from their company but I want willing to have an affidavit submitted without some assurance that the late charges would be reversed and the daily harassing phone calls would be halted. He agreed. since I had n't realized by this point that the XXXX payment was returned to me, I said I wanted to hold the payments during the investigation since they were clearly not being processed by their " cash management '' department. He agreed. We moved forward and two thin gs happened. First, the second/replacement cashiers check was mailed back to me afte r I 'd sent it directly to the Office of the President and he said he 'd walked it down to cash management for pro cessing. Secondly, I realized belatedly that my second mortgage which I 'd placed on automatic payment and was scheduled to be paid off by XXXX was having the payments rejected by the mortgage company. When I contacted XXXX XXXX , the liaison, who 'd seemed so helpful initially his first question was " what day did they request you send it by ''. I was n't given date. It was then that I realized that this was a deliberate and fraudulent attempt to seize my property. ( If payments are returned when mailed and I can not make payments online or by telephone, there is no method for me to pay my mortgage which the company is saying is unpaid ). This thought was confirmed when I received a letter requesting a payment in the amount of {$3100.00} to bring my second mortgage current. I immediately sent the requested amount and that check was sent back saying the funds submitted were insufficient, although Id sent the requested amount and a copy of the request letter. It was sent on a letter without a date and without a new amount. I have been forced to hire an attorney to assist me in dealing with this since I have now received notices from foreclosure companies. I thought this could be resolved quickly and peacefully, but it has been anything but. The foreclosure company has received my rebuttal but acknowledges that they are limited to the information provided by PHH Mortgage . Because of the lingering problems, I am reporting PHH Mortgage to ever y relevant regulatory agency I can. It should be noted that I purchased this particular property 14 years ago and my mortgage company was XXXX XXXX XXXX . and only when I started making payments to PHH Mor tgage have I had a problem, In the past whether it was my error or theirs, I could always get a reasonable explanation and a callba ck, PHH has no such skills and no desire to acknowledge mistakes. In fact, when I received a letter re the first investigation, the letter did not acknowledge the fact the downward spiral began with a check that they said they lost and a replacement check that was definitely received in their office but lost and still not located. As of this date, I hav e sent three sizeable checks directly to the liaison in PHH 's Office of the President and I am keeping my fingers crossed that they will be applied to my account and not returned to me.
Company Response: Closed with explanation

Timely Response

2017-05-03

Arcola, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-05-01

Temperanceville, VA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: I fell behind on my mortgage with PHH Mortgage Services. We made a payment agreement and I was due to make a payment. However, when I went to make a payment I was locked out of the website payment method, and I was also locked out of the phone payment method. I attempted to call the servicer and left at least two messages with no return call. Something tells me that this business practice is not ok. Why would you lock out people that need to make payments? I am sending a check certified mail ....
Company Response: Closed with explanation

Timely Response

2017-04-29

Irondequoit, NY

Trouble during payment process

Mortgage: FHA mortgage

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

Timely Response

2017-04-28

Gilbert, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-04-27

Rincon, AZ

Struggling to pay mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2017-04-24

Riverton, UT

Incorrect information on your report

Mortgage: FHA mortgage

Complaint: PHH Mort gage was included in my Chapter XXXX Bankruptcy which was discharged XX/XX/XXXX .. In XXXX XXXX that mortgage company decided to do a NEW update of the DLA date and put a new charge off update. BY LAW THEY ARE NOT TO CONTINUE TO DAMAGE CREDIT AFTER A DISCHARGED B ANKRUPTCY ... Why after 6 years would they randomly do an update? But it has caused me to lose my financing and earnest money on a property which I WILL hire an attorney to go after them if they do not fix this issue!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! This is ridiculous and against the law
Company Response: Closed with explanation

Timely Response

2017-04-24

Discovery Bay, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-04-21

Sacramento, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I was closing my checking account in XXXX XXXX and stopped electronic debit. I made a phone payment from my new account for the XXXX payment. The mortgage company also withdrew a second payment from the old account before it closed. They would not reverse the second payment saying I can skip the XXXX payment. I set up automatic debit from the new account for The XXXX payment. The mortgage company tried to withdraw from the closed account on XXXX XXXX . The payment bounced and they charged {$87.00} in late fees and an online payment. I tried to delete the old account from their records but ca n't. I called customer service ( in the XXXX ) but the representative could make no changes. I asked to transfer me to a USA representative but he told me I was unauthorized. I do not know how to fix the problem as the incompetence is at all levels. I believe they want the late fees.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-21

Omaha, NE

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response