PHH Mortgage Services Corporation

2017-02-21

Tarzana, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: This company appears to be maximizing interest and fees charged to their customers by creating challenging payment terms. I enrolled in auto pay but choose to make additional principle payments. To make a principle payment on-line, a {$7.00} charge is assessed. To avoid this fee, I have attempted to mail payments to this company. Even though the checks are clearly marked " Principle Only Payment ( and my account number ) ''. the payment is not handled properly and they " suspend '' payments and monies do not roll into principle even when auto pay is processed. The other MAJOR issue is a payment mailed on XXXX/XXXX/XXXX was not posted until XXXX/XXXX/XXXX. 10 days to mail to a collection box is ridiculous and my feeling is that this type of payment is being held until regular payments are processed. I have tried reaching out to them for a remedy but have not received a call back.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2017-02-21

So Effingham, NH

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

2017-02-17

Bowie, MD

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2017-02-17

Fort Worth, TX

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Complaint: I contacted my mortgage company in XXXX to seek assistance in avoiding going into default on my mortgage payments, or worst case losing my home. I purchased my home in XXXX and lived there until I XXXX. I was able to rent my home the entire time I was away and once I returned the renters decided to XXXX to a different state. From XXXX of XXXX until XXXX of XXXX I was not able to rent/sale the home. I had applied for a Hardship loan modification and was denied, then I tried to short sale and was denied, and finally after applying for a Deed -in- Lieu, I was again denied. The home was finally rented in XXXX of XXXX, but the mortgage company moved to foreclose on my home. I had to hire a third party home assistance company to assist in saving my home from foreclosure. The night prior to my home being sold ( with renters living inside ), the third party I had hired stopped the mortgage company from foreclosing on my home, due to my XXXX XXXX status. I was then notified by the third party company I had hired that a loan modification had been approved and that my new loan payments would begin XXXX XXXX XXXX. I had not received any documentation or correspondence confirming this approval, so I contacted the mortgage company to confirm the approval and to confirm payment. I was not able to reach my case manager for this company and I was told by another loan officer that the loan modification had in fact been denied, due to no response on my part. I contacted the third party company with this news as well as my attorney and it was discovered that the mortgage company had NOT sent out the proper documentation for the loan modification and no contact had been attempted to reach me or the third party company that I had hired. The mortgage company, after being confronted with all of this recognized the failure on their part but still has not taken my home out of default or sent confirmation of the loan modification approval. I have contacted my VA loan representative in this case and to date, the mortgage company has not sent in any updates or record of my XXXX payment which was received XXXX XXXX XXXX. I still do not know that confirmed status of my case.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-16

Providence, RI

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

2017-02-15

Deerfield Beach, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-14

PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I was released from bankruptcy at the end of XXXX 2016 I received all my paperwork releasing me from that bankruptcy. On XXXX XXXX of this year I requested a payoff statement I was told it could take up to two weeks to get when I did not receive it I began calling and was told several times it was in the mail I have yet to receive it I also asked that it be faxed to me they took the fax number but i never received the fax. When I called back to question them I was told I can not receive a pay off and no one should have never told me I could because they consider me still in bankruptcy I contacted their attorneys office who told me they no longer have me in bankruptcy and I am entitled to a pay off. I still have not received my pay off which is only good until tomorrow XXXX XXXX. Every time I call there I speak to someone different and get a different answer none of them are right all I need is my pay off.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-02-14

MS

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I got behind on my mortgage payments. PHH Mortgage said I need to send in XXXX by XXXX XXXX, 2017 or my account would be sent for for closure. I sent my payment in by XXXX and mortgage company received it and was signed off by a XXXX XXXX. Mortgage company said they never received payment and account was put into foreclosure. Mortgage company sent my money back to me on XXXX XXXX. I 'm now having to pay {$2100.00} due to attorney fees
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-14

Burlingame, CA

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Complaint: On XXXX XXXX, XXXX, I contacted XXXX XXXX XXXX from XXXX XXXX XXXX at XXXX to seek advise on how to apply for a modification, ( it was over the phone ), the first question she asked me is that " are you current on your mortgage? what is the reason why you 're applying for modification? My answers were Yes, I am current and I want to make my mortgage lower because I 'm having a hardship ''. She then advise me not to make payments for at least 3 months in order to show to my lender that I 'm really having a hardship making my payments. And she told me that I have to pay {$2500.00} for their service but she did not tell me that I have to pay {$500.00} every month until the modification is done. So we waited until XXXX XXXX, she then email me the paper works to fill up. All the documents that they requested was sent but it was already a year and nothing happened so I asked another agency ( XXXX XXXX ) and they told me that modification should be done by XXXX4 months only and then advise me to stop dealing with XXXX and just work with them instead. I started working with them on XXXX XXXX, XXXX and same thing I gave all the documents that they needed. . Please advise if we can do something about it, I know I can no longer get my house back but it was so painful and unfair and XXXX, we were forced to moved out from the property on XXXX XXXX and we were staying at a friend right now because I 'm having hard time to get a place for me and my family because of my credit. I just hoped that they gave me chance to work on it or at least sell the property myself. XXXX XXXX XXXX was already foreclosed and sold. XXXX XXXX XXXX, and XXXX XXXX XXXX ( XXXX XXXX XXXX, phone # XXXX ) promised to help me save my home, first, they advised me not to pay my mortgage so that I will make PHH believed that I am really having hardship because I lost my job, I paid them almost {$9000.00}, it was almost a year but it never get done, he always said that its under review, I also tried to work directly with PHH mortgage and I submitted all the paper works that they requested. An agent from XXXX XXXX XXXX. from XXXX CA offered help to get the modification done that will cost me {$3500.00} ( need to pay them $ XXXX monthly ) but still nothing happened, I know they did all their best but PHH Mortgage still foreclosed and sold my house to XXXX XXXX. in CA without notifying me that it was already foreclosed and sold on XXXX XXXX, XXXX. I was forced to leave the house because the new owner filed an eviction complaint against me. PHH did not gave me a chance or an option how to fix the problem. The property has an equity of almost {$250.00}, XXXX and they should just allow me to sell the house my self so I can get something to start with, I faced eviction and the XXXX I faced and my XXXX kids was very painful. I did not even know that the modification was denied because I did not received any notice, I just found out on XXXX XXXX, XXXX when the Sheriff came and told me that the property is already foreclosed and was already sold.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-13

Philadelphia, PA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-13

Hamilton, NJ

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-13

Hamilton, NJ

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-10

Spencer, MA

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-09

Franklin Lks, NJ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: We have owned our home since XX/XX/XXXX and secured our mortgage through Coldwell Banker/Mortgage Service Center ( CB/MSC ). We make our mortgage payment every month within the allotted time period to XXXX. Sometime over the course of our mortgage, the loan was apparently sold without our knowledge. We were never notified of any change in lenders. Over the years, we have continuously made all our payments to XXXX and were never instructed to do otherwise. In XX/XX/XXXX, we were served with " intention to foreclose '' by an aggressive predatory mortgage lender who we had never heard of, called PHH Mortgage. During this period, PHH Mortgage refused our payments by returning our payments back to us thereby, prohibiting us from making any mortgage payments placing our loan in serious default. We requested our payments be held in escrow by our attorney. Our total sum was presented to the XXXX County court judge, where after the case was promptly dismissed for insufficient proof by PHH to show default by us, [ the homeowners ], and insufficient proof of serving us through proper legal procedure as mandated by federal law. As of XX/XX/XXXX, PHH Mortgage is attempting yet another foreclosure proceeding against us. Since our previous experience, we have kept accurate records and confirmation of all our payments. Please NOTE : All our payments continued to be paid to XXXX, the name PHH Mortgage was never used or authenticated at any time, even after the court case. Not at any time were we ever instructed to change our payment procedure. Each year, we were provided only with a coupon-style payment book with CB/MSC imprinted on the cover with a XXXX XXXX phone number inside the book to make phone payments to Mortgage Service Center. We also never received any statements at any time. Currently, we believe that over the duration of our loan, there may have been critical errors made during the time of transfer. Furthermore, PHH has harshly imposed, what we believe to be, ludicrous, erroneous, and hostile accumulative fees stating that we owe in excess of {$10000.00} in late fees ( basically the entire term of the loan ), resulting in charges being placed against our loan, severely damaging our credit, placing us in default, and a letter of " Intention to Foreclose '' in order to justify the demand to collect on these unsubstantiated and unwarranted charges. CB/MSC/PHH has done everything in their power to ignore and delay an issue by ignoring prior written requests for our payment history, making it difficult for us to resolve an issue without legal representation, thereby incurring additional excessive costs, placing the homeowner in a vulnerable and almost impossible situation to overcome, and causing emotional and financial duress. Once again, PHH has begun returning our payments and blocking any payments made by phone. We believe their claims to be incorrect, grossly exaggerated, and unjustified thereby causing egregious accumulative and excessive charges, and we also believe CB/MSC/PHH will go to great lengths to validate, impose, and collect on these bogus charges. Furthermore, we have also questioned payments made to our homeowner 's insurance company, as they have refused to acknowledge, or purposely delayed a reply to any of our correspondence requesting information relating to our homeowner 's insurance, or our payment history. It is our belief that they have disingenuously replaced our insurance with their own, thereby forcing us to bear additional unwarranted charges. According to XXXX XXXX, CB/MSC/PHH terminated the insurance on their own. As of XX/XX/XXXX, PHH Mortgage has begun to formally identify themselves. To the best of our knowledge, our own records show that we have never missed a payment during the entire term of the loan. We have retained an attorney who will address any disparity, although we believe these claims to be disreputable.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-07

Alexandria, VA

Application, originator, mortgage broker

Mortgage: FHA mortgage

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

Disputed: No Timely Response

2017-02-06

Discovery Bay, CA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: I am submitting this Complaint against PHH Mortgage. I sought to refinance my mortgage loan, which they declined after XXXX months of giving me the runaround. First, the process extended for approximately XXXX ( XXXX ) months, as they continued to lose documents and request that I send the same documents over and over again. Second, I believe that because the interest rates have risen over the last XXXX months, following the XXXX interest rate increase, PHH improperly denied my application so that the company would not have to stand by the lock in rate that had been guaranteed. In the meantime, I have lost the ability to refinance at the lower interest rates and have been harmed by their conduct. I initially applied for a refinance loan in XX/XX/XXXX. I sought to finance {$230000.00} XXXX taking {$20000.00} in cash ). They had an appraisal done in XX/XX/XXXX, which came back at {$710000.00}. In XX/XX/XXXX I sent back the whole packet with all the paperwork requested. Then there were constant requests for more paperwork, more tax papers, etc. and I constantly had to re-send the same papers over and over that were overlooked or lost. This continued for approximately XXXX months. Over the last few weeks, the underwriters came back with request for more paperwork and documents. It appears that some of the considerations and reasons indicated by the underwriters are improper. First, the underwriter notes that my income is XXXX XXXX. Under XXXX XXXX and XXXX XXXX, creditors are supposed to consider XXXX XXXX income and not discount it. Second, although Regulation XXXX states that creditors should consider XXXX years of employment, PHH seemed to require that I worked at the same place for XXXX years. That is not appropriate. I have been harmed by the delays and the eventual wrongful denial by PHH and seek to be made whole.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-03

Belcoville, NJ

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-03

Belcoville, NJ

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-02-03

Centerville, GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I discovered that the mortgage company misapplied funds for my XX/XX/XXXX mortgage payment. I pay my monthly mortgage of {$1300.00} in XXXX payments. PHH received the first half of my payment XXXX {$670.00} XXXX for XX/XX/XXXX on XX/XX/XXXX and the second half ( {$670.00} ) on XX/XX/XXXX The payment received on XX/XX/XXXX was incorrectly applied to additional principal and not the mortgage payment. The second half of the XX/XX/XXXX payment and all subsequent payments have been appropriately applied to the mortgage payment. I called PHH Mortgage Company on Monday, XX/XX/XXXX to advise them of the error and requested to have the XX/XX/XXXX payment for XX/XX/XXXX appropriately applied to the mortgage payment and not used as an additional principal payment. I was informed that my request would be reviewed and for me to call back next week for an answer. I received a call from XXXX Mortgage XXXX ( XXXX ) today, XX/XX/XXXX, informing me that my request was denied and that the XX/XX/XXXX payment would not be applied to the mortgage and that I am responsible for bringing my account up to date for the XX/XX/XXXX mortgage payment. I explained to the representative that my XX/XX/XXXX mortgage payment was already paid in full and paid early with the XXXX part of the payment received on XX/XX/XXXX. I was told the payment was incomplete for XX/XX/XXXX and I am responsible for sending the second part of XX/XX/XXXX 's amount.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-02-02

Miami, FL

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2017-02-01

San Antonio, TX

Loan servicing, payments, escrow account

Mortgage: VA mortgage

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

Disputed: No Timely Response

2017-01-31

Key Biscayne, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I refinanced my mortgage on XX/XX/2016 with XXXX XXXX. My original mortgageholder was PHH Mortgage. Because my real estate taxes were due XX/XX/XXXX, both companies paid my taxes, PHH paid them through the escrow they held from my monthly payments. Because the check from XXXX XXXX was received first, XXXX County cashed their check and returned the payment made by PHH Mortgage. This was confirmed by XXXX XXXX County and also by PHH when I contacted PHH Mortgage about the return of my escrow. I was told I would have to wait until it was processed. That was two months ago. I have repeatedly tried to call PHH Mortgage about the return of my escrowed monies and I am unable to reach anyone. They have collected and held my tax money since last year, and while they tried to pay it XX/XX/XXXX, since it was returned to them, this money should now be returned to me.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-30

Tampa, FL

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: Gentlemen : This Company ( PHH XXXX, XXXX NJ XXXX ) has failed to provide me with a " Release of Liability '' upon a fee of {$900.00} which I paid on XX/XX/2014. Please advise. Thank you,
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-28

Austin, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: On XX/XX/XXXX PHH mortgage issued an escrow account analysis which indicated that the escrow account for my mortgage had a surplus, as defined under 12 CFR 1024.17. The escrow account analysis also indicated that payment of the surplus would be refunded directly to me rather than credited against future escrow payments. The escrow account analysis stated that a check for the amount of the escrow surplus would be mailed within 20 business days. As of today, XX/XX/XXXX, I have not received a refund of the escrow surplus. On XX/XX/XXXX I spoke with a customer service representative of PHH mortgage and informed them that I had not received the escrow surplus refund. The gentlemen I spoke with immediately informed me, without appearing to conduct any investigation into my specific situation, that a check would be issued and mailed to me that week.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-28

Ft Lauderdale, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Greetings, Once a year, the company which holds the mortgage on my home, PHH Mortgage will send me a check for any overage I have on my escrow account. Since XXXX, I have been waiting for a check for more than {$900.00} dollars. To date, i have not received the check. The company claims they will send it to me shortly but those claims have been made to me since XXXX. Every time I call to follow-up, I am advised nothing has been done. I am not sure who else to turn to. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response