PHH Mortgage Services Corporation

2017-04-20

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-19

Fort Worth, TX

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: I have been going through the loan modification with PHH Mo rtgage and was finally approved in XXXX XXXX . I finally received my loan modification ( trial documents ) i n XXXX XXXX . I have made all three required payments as set out in the loan modification paperwork ( please see attached copies of check s ). All ch ecks were sent overnight signature required. I contact ed PHH Mortgage on several different occasions to confirm receipt of payments and was told that my account was current. I recently spoke with my personal ca se manager on or about XXXX XXXX XXXX and he confirmed that my account is in good standing and that all payments had been received. I received a call this morning, XXXX XXXX XXXX at XXXX from my VA representative informing me that he had been contacted on XXXX XXXX XXXX by PHH Mortgage that my account was delinquent and he wanted to know if I had fallen behind on any payments. I assured him that all payments had been made and in fact I had just recently confirmed this information with my case manager. This seems to be an ongoing issue w ith PHH Mo rtgage and their lack of accurate book keeping. This is my third complaint to CFPB regarding this mortgage company and I feel it will not be my last.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-17

Dalton, MN

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-15

San Diego, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I contacted PHH Mortgage to provide my statements via mail ; they refused. I asked them to a least provide the tax statement at the end of the year via regular mail. They told me that they were going to do it. However, they have n't provided any information via mail. I tried to login in their website for days now and I keep getting the message below : We are currently upgrading this website. The site will be back up no later than XXXX Eastern time. Please stop back. I need my loan tax information to complete my tax return. During the week is very difficult for me to call them because I work from XXXX to XXXX. However, I have tried a couple of times to call them from work. I got put on hold for over 20 minutes. I do not have the time to be on the phone that long. I only get 15 minutes breaks from work. Can you please help me to get my tax information via regular mail? Thank you, XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-13

Gardner, MA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-13

Trussville, AL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-12

Chambersburg, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-12

Bel Alton, MD

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-06

Albuquerque, NM

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-04

Rincon, AZ

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-03

Waretown, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2017-04-03

New Britain, CT

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2017-04-02

FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: PHH Mortgage Services is my mortgage and I received a letter for " Foreclosure Intention ''. I called them as soon as I received the letter stating I was two months behind in payment. I called and spoke with the mortgage representative on XX/XX/XXXX @ XXXX. They would not speak to me since I was in bankruptcy. I went into bankruptcy 4 years ago since I used my personal credit cards to pay for materials and bills since he is self employed. I thought XXXX of the companies that we XXXX for were not going to leave the state and all the unpaid invoices which they did. I learned to keep personal and business separate in a very costly fee. I called the number that they told me to call the next day. They told me they would not talk to me and I had to contact my bankruptcy attorney. I called and spoke to my attorneys assistant and emailed her copies of checks that were cleared front and back since XX/XX/XXXX. She was confused and left two messages with them and they finally called her back stating they can not talk to her since I have a prior attorney?? We both did not understand that. She told me that they would open the lines for anyone to talk to me regarding the delinquent amount. I called and spoke to one rep who told me that I was not receiving monthly statements, but could not talk to me and transferred me to another rep. They told me after leaving me on hold for a lengthy time and speaking with another rep to figure it out. XXXX stated that is started XX/XX/XXXX with the Escrow Analysis that they did. He then told me that I was finally making the correct payment in XXXX XXXX after they did another Escrow Analysis. I still did not receive any phone calls, notices or emails regarding the back balance. They sent me a check in the amount of {$1000.00} that was in a suspense account. I asked what they did with my payments and he stated they went towards the payment due and the shortage was sent to a suspense account. They could not keep the account anymore and sent the check to me. We did change insurance agency in XX/XX/XXXX. I did get a check in the amount of {$740.00} that my previous agency XXXX as a refund. I asked XXXX our new agency and she told me to send it to PHH Mortgage. I called on XX/XX/XXXX at PHH Mortgage and spoke with XXXX and she told me to cash it and send it to the address she gave me and attention Escrow. Which I did. The loan is still under my maiden name, even though, I called them and they changed it on my coupon books that I was receiving at that time. Then I just send a letter each time with my check to have it submitted for my monthly payment. I now continue getting letters each day from PHH Mortgage regarding this issue which does not help with the stress with myself and husband. XXXX advise me to go to XXXX and it will show me info. He faxed me the XX/XX/XXXX Escrow statement since I would not be able to look at it on line. I just do not know how it came to exactly 2 months of payments delinquent?
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-31

Wallington, NJ

Application, originator, mortgage broker

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-03-31

Martinsville, VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: In XX/XX/XXXX, I refinanced my mortgage with PPH Mortgage, with the same lender that the original mortgage was held by since XX/XX/XXXX. On XX/XX/XXXX, I signed a closing disclosure statement agreeing to the Loan terms, Projected Payments and costs at closing. The estimate escrow payment itemized on this disclosure was XXXX. Homeowners insurance of XXXX and taxes of XXXX equaling XXXX. On this disclosure it clearly stated by an X listed under This estimate includes In Escrow? The estimate payment was XXXX of which XXXX was principle and XXXX was escrowed. The first 2 payments on this new note were paid around XX/XX/XXXX and XXXX. I noticed when payment was made that the payment was only XXXX and thought maybe this was an adjustment for possibly over paying at closing however when my XX/XX/XXXX payment was due it changed to XXXX.For remaining payments throughout the year, my payments remained at XXXX. I assumed that everything was correct until XX/XX/XXXX, when I received a letter from my PPH stating that they needed a copy of my homeowner 's policy. So I called my homeowners agent and he stated that they sent a bill to PPH mortgage back in XX/XX/XXXX but had not received payment for the coverage. So I called PPH and they stated that the homeowners insurance was not in escrow. To say the least I was very upset. On XX/XX/XXXX I called and left messages with my Loan Processor, XXXX XXXX XXXX. I decided to email and see if I could get a response on XX/XX/XXXX. I will quote my email to him " XXXX I thought my homeowners was included in the refi? I called and left a message waiting for you to return my call. I will call again today. '' ( XXXX ). He replied to my surprise and said " The insurance was included as part of the escrow '' ( XXXX ). The next day I replied back " Well PPH did not pay it when the bill was sent in XX/XX/XXXX and did not even notify my home insurance company XXXX that they were not going to be making a payment. I had to find out after it expired on XX/XX/XXXX. Can you please look into this. ( XXXX ). He replied " You need to contact customer service, I ca n't help with anything in my role. ( XXXX ). He could have a least had someone to call me form customer service how could this have happened I felt helpless. Nothing.So called XXXX and arranged to place a 20 % down payment on my homeowners and placed an EFT on my checking account. At this point, I was protected and not at risk. After taking the time and effort to acquire the homeowners and make payments on my own. PPH without my consent made a payment of XXXX on XX/XX/XXXX. I had already paid XXXX earlier that month as a 20 % deposit of the annual premium of XXXX.Earlier this past week I received a letter from PPH with a check for XXXX it stated the refund was a closing cost refund owed from XX/XX/XXXX. The check was dated XX/XX/XXXX. I am amazed that it took them over a year to catch this. Also with the letter, that they apparently charged me XXXX for, was another CLOSING DISCLOUSURE that I had never seen before and did not have my signature on it. It showed that my homeowners insurance was not in escrow it was dated XX/XX/XXXX.Today, I took time from work to figure out my course of action. ( XX/XX/XXXX ) I spoke with a mortgage banker here locally in XXXX Va. I got her to review my documents she identified that XXXX XXXX XXXX- XXXX was my loan originator and I should contact him as a last ditch to get any resolution to this situation. After several attempts of trying to contact XXXX XXXX I was able to talk with him around XXXX on Monday XX/XX/XXXX. After conversing with XXXX about why the mortgage did not escrow ( HOI ) homeowners insurance, when the closing disclosure statement that I signed and submitted on XX/XX/XXXX, clearing stating that it should, XXXX said that.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-29

Clarkston, MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-28

Three Bridges, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I am trying to make bimonthly payments a month on my mortgage to lower my interest payments but PHH Mortgage refuses to apply that payment during the month and holds it until my regularly scheduled payment. This is causing my interest payments to be higher and making me pay extra towards my mortgage when I really should n't have to. I have tried contacting the company before but their monthly statement unfairly states that " any partial payments that you make are not allowed to your mortgage, but instead are held in a separate suspense account ''.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-28

Dallas, TX

Improper contact or sharing of info

Debt collection: Mortgage

Talked to a third party about my debt
Complaint: Collection company reported debt to XXXX even though I have disputed the debt in writing to the company on three occasions. Further, I asked them not to call and they have called my home twice. I explained to the debt collection company that the information they have appears to be erroneous and possibly made up out of the air, but they continued to write saying I was not cooperating, when I was. I told them that the information they have does not match information I have regarding the account. They did not ask to see this information, they simply went ahead and reported it to XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-27

Franklin Lakes, NJ

Disclosure verification of debt

Debt collection: Mortgage

Not given enough info to verify debt
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-25

Ridley Park, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: i am about to get out of bankruptcy and payoff mortgage in XX/XX/2017 with phh mortgage they did not give me escrow analysis in 5years know they give me one in XX/XX/2017 and say i owe XXXX dollars they can not tell me the dates when this started they are not telling me nothing in writing could you look into this matter i wrote the trustee in this and contacted the bankruptcy lawyer no response my loan # XXXX phh mortgage
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-24

Rincon, AZ

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-23

Manhattan, NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: No Timely Response

2017-03-20

Snellville, GA

Incorrect information on credit report

Credit reporting:

Public record
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-20

Black Horse, PA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-16

East Rockaway, NY

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: This is a formal complaint and request for an immediate cancellation of the schedule foreclosure sale date on my property. I am asking for your protection intervention and investigation on this egregious matter. XXXX mortgage C/O PHH Mortgage services have acted in bad faith, every time I have submitted a Loan Modification Application I have been given notice of sale notices and I have been told that my application will not be reviewed. These fake debt collectors, have not verified with my consumer request and validation notice file with the XXXX county clerk 's Office on XXXX XXXX, 2016. XXXX mortgage C/O PHH Mortgage services failed to validate the alleged debt with the original creditors with true and certify signed original contract, and through audit certification of debt entry in accordance with XXXX, and XXXX. Not to mentioned that the debt was paid in full once the 60 days of default of payment The PMI paid the total balance, and in each assignment of mortgage thereafter money was being circulating supported of my signature, also with the government plan bail out ... .which supposedly was design to help home owners ... ... and XXXX mortgage C/O PHH Mortgage services after all this monies received on my signature wants to sell my home??? Outrageous PLEASE HELP ME STOP THE SALE OF MY HOME!!!!
Company Response: Closed with explanation

Disputed: No Timely Response