PHH Mortgage Services Corporation

2017-01-27

Bloomington, MN

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: I had XXXX mortgages with XXXX. The second, and final one, was paid off in XX/XX/2013. XXXX never filed a satisfaction of mortgage with my county so is still a lien holder on my home. XXXX hired PHH as their retained servicer of mortgages. I have contacted PHH and XXXX approximately 30 times in the last three months as this circumstance nearly derailed the refinancing of my house. Now it is delaying the registration of my assets in a personal trust. Both circumstances are costing me time and money. I have many names, telephone numbers and emails of individuals who have promised to take care of this, but it never gets done. There is no dispute that the mortgage was paid in full. The most recent contacts I have had were this morning, XXXX, and the previous week, with representatives of the Office of the President ( which I suspect is just another arm of their customer service department ). Nothing ever gets done, even though I have indicated that this issue has gone on for nearly 4 YEARS!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-27

CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I filed a complaint with CFPB and had to file another complaint as the first complaint PHH did not comply with the letter they sent dated XX/XX/XXXX. I received notice today there was an answer so I am replying to the letter uploaded dated XX/XX/XXXX and will respond to that letter. I did agree to a FIXED RATE MORTGAGE XX/XX/XXXX. I never became delinquent with you XXXX XXXX XXXX. We had a fire on our mountain and I asked for a 2 week extension to pay my payment late with out penalty because my escrow would close late. you stated I needed to go into a forbearance which I agreed to and when I tried to pay weeks later I was un allowed and told I must wait for a period of 3 months. So I did. And then I tried to make payments as usual and I was un allowed again I now had to have a trial period and on and on until finally the loan was reinstated. Every month I had my payment waiting to pay and then I found out you were reporting me late and delinquent which was the whole reason I called to prevent that. In theis process we found out theat the paperwork that I have showing that my loan company set up an impounds account was never applied and so I had owed for back takes. I did not have the money for these as I did not know I needed to save for those so I was told they would be put to the back of my loan and a loan modification would have to be created. I never asked for one. I just wanted a 2 week extension. So i was told there would be no fees and the tax amount would be put on the bacl of the loan but ONLY id I agreed to an impond account which of couse is what I signed up for. the paperwork came out in some elses name and I was forced to sign it and have it notarized and told that the correct paperwork would be sent out. As you can see in the paperwork you sent out the notary couldnt properly notarize the document. It never came back out corrected but the payment was as stated and so I made my payments until I recieved a notice that my payment went to {$4000.00} plus dollars. You state in your letter thatan escrow account was set up XX/XX/XXXX for me. This was incorrect. It was supposed to be set up XX/XX/XXXX. That was a condition on my forced loan modification. Do again I fight with you because the taxes again were not paid. PHH was trying to figure out what hapened as I hade proof of letters and phone calls as to what was supposed to happen and by the way ... why wasnt my correct loan modificaton paperwork ever sent to me. After being jerked around yes I qualified no I didnt yes you have my paperwork no you do not an it looked like you were going to foreclose on my property because I recieved notice after notice signed with the same name and notarized yet different signatures so I was going to file BK runined my credit and then you came through saying you would do the loan mod but Id have to withdraw my BK filing. so I stopped everything. THe notice came again with needing money that was not discussed and again with the impounds included and an interest rate that was 3.25 and a term of 7 years interest only with an option after that time to pay princ and int but the interest rate was to remain forever and the term was to be 30 years. Those items although it appears the 3.25 was solid the other were not included and when I called they again said sign it now and we will correct it and sent it back out. That never came. Now I have a notice from you dated XX/XX/XXXX about my adjustable rate mortgage??? you uploaded blank documents about fees etc totaling {$45000.00}. That was not disclosed to me and I dont see where I signed to agree. I was told I ould have no fees but the back taxes again added to the back of my loan for your error. Further no corrected agreement ever came. AGAIN!!!!! I am willing to negotiate the original terms you agreed to. But nothing more. I will be contacting every agency I can. I will NOT give up.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-26

Cordova, TN

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-01-26

CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: there are several issues. I was not disclosed that PHH Mortgage was a loan servicer when I received my loan. My lender asked for impounds acct. I received a loan and an imounds account was not started but I did not find that out until later. we had a fire in the area and I called PHH mortgage for a 2 week extension. They said they would grant it and it was called a forbearance program. I had to sign a paper agreeing but the terms were not explained. after 2 weeks I went to make my payment and could not. I was told I had to wait 3 months and my credit would not be effected 3 months turned into 11 mos and that 's when I found out that an impound account was never stated for me and I owed years of taxes. They also started a foreclosure procedure and ruined my credit. I have paperwork and everyone I spoke with and emails stating this would not happen. So they had to do a loan modification and my payment went up but I could only be granted this loan modification IF I agreed to impounds acct. I agreed. Thats what it was supposed to be in the first place. The paperwork came out in someone elses name. PHH said I ad to sign it and have it notarized and then they also wanted a fee which they had not discussed and I had to sign it that day and have it notarized or they would forclose on my house. They would then fix all the mistake, credit, extra fees and name and send out the corrections. The notary could not sign I was the person who was on the document but that I was the person in front of them signing. Paperwork went back and they did send a letter to the credit agencies saying they reported in error but nothing was done about new documents correcting the name nor took off the extra fees. 3 years later I get a XX/XX/XXXX mortgage stament and my payment went from approx XXXX to XXXX dollars. Come to find out its because taxes had not been collected again. Yet they required an imounds acct to approve tle lst loan modification so fought with them again. This time I am getting notices notarized notices from a man call him XXXX who has several different signatures in fact they are different every time yet all notarized and they try to foreclose again on my property. They approve me for a loan mod then they dont then they do and finally after I am about to file bankruptcy so that i can get some help in finding oue why my taxes were not paid I am told if I cancel my bankruptcy plans they will give me a loan modificaton. Firt I was told it would be temporary then I was told permanent. Again I am sent paperwork and must sign it right away or my house will be sold at auction but the paperwork I get shows for 7 years and then from what I can tell the payment goes back up based off a XXXX price still when I borrowed XXXX. But again I am told sign it and I will receive the proper paperwork. So I withdrew my BK filing and gave them more money and then for the past 7 years I have been told back and fourth that no it was nto permanent that my paymnet goes up and some said no worried I am fine my modification states my interest stays at 3.25 interest only. As late as XX/XX/XXXX XXXX told me not to worry. ( I only got her help after a representative told me I would not get anyone to help me as long as I was current with my mortgage so I needed to be late and then I would get a case manager ) That my interest rate was not going up EVER not to worry about it and I could start paying towards my principle and that the loan modification did not expire and my payment was not going up. That made no sense so finally she actually was able to get a copy of my paperwork I signed as she said she was looking at it and confirmed that no my payment was not going up and the bad news was I still had 30 years to pay my loan to get the principle balance down. she assured me over and over. well in XX/XX/XXXX my payment went from XXXX to XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-01-25

Lake Ronkonkoma, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-25

Cape Cottage, ME

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

2017-01-25

Itasca, IL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: In XXXX XXXX, I applied for the removal of the PMI insurance on my home based on the increase in value of the home. By letter from my mortgage servicer, PHH Mortgage, dated XXXX/XXXX/XXXX, the PMI was confirmed removed. The letter also stated that the PMI was paid in arrears so I may owe a final payment but that " as of the date of this letter, no new PMI charges will accrue to your account. '' It seemed reasonable to take that to mean that as of XXXX XXXX, XXXX, even if I owed a final PMI payment, it would at most be prorated for the first 7 days of XXXX before the PMI was canceled. When my XXXX mortgage payment posted on XXXX/XXXX/XXXX, a charge of {$320.00} was listed as a payment of PMI. My normal monthly PMI charge prior to this date was {$170.00} so I was charged an extra {$140.00} for PMI in XXXX. I called my mortgage servicer to find out about this extra {$140.00} payment and was originally told that this was due to the fact that PMI is paid in arrears so I was being charged for the PMI that accrued in XXXX. Here 's the proration math : {$170.00} ( normal monthly PMI amount ) divided by 30 days in XXXX = {$5.00} ( rounded up ) per day. Assuming I was charged for 7 days in XXXX, this would mean a prorated amount of {$40.00} ( {$5.00} x 7 days ). This obviously does not equal the extra {$140.00} I was charged. When I walked through the math with my mortgage servicer, no one could explain the discrepancy but just kept telling me this was the amount requested by the PMI company, XXXX, and that it was prorated. As the contract for PMI insurance is between my mortgage servicer and XXXX, I was told no one from XXXX would speak to me to explain the extra {$140.00} charge. For this reason, on XXXX/XXXX/XXXX, I requested my mortgage servicer request a breakdown of the {$140.00} from XXXX. I was told to call back in 7-10 business days. On XXXX/XXXX/XXXX, I called to follow up on this request and was told they had no activity in their systems showing a request to XXXX had been made or that any response from XXXX had been received. Between XXXX XXXX and XXXX XXXX, I made XXXX calls to my mortgage servicer totaling approximately XXXX hours and no one was able to give me a sound explanation for the extra {$140.00} that I was charged when my PMI was canceled. The mortgage servicer does n't see it as their problem because they do n't have to pay the bill and because of the contractual relationship between the mortgage servicer and XXXX, I can not receive any information/explanation for the extra charge. If a consumer is being charged for something, there must be proof of the validity of this charge. After many hours of trying, I have been refused this proof and told I would never receive it from either my mortgage servicer or XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-01-23

Sarasota, FL

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2017-01-21

Berenda, CA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

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

Disputed: No Timely Response

2017-01-21

Rockledge, FL

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: Yes Timely Response

2017-01-20

Royal Palm Beach, FL

Credit decision / Underwriting

Mortgage: FHA mortgage

Complaint: Description of issue : We were clear to close on the buyers side since XX/XX/2016. The loan office and the seller have been going back and forth for XXXX weeks since then trying to get all the well documentation in order. We have been impacted by this financially in having XXXX addition weeks of temporary housing cost and we lost our rate lock as of XX/XX/<YYYY> They refused to extend the rate lock and now the new rate is an increase of approximately {$92.00} a month. The delay due to poor communication on the lender side and seller has cost me significantly and I would like to know what rights I have in this. They had all closing documentation XXXX hours prior to our rate lock expiration but could not make closing by the deadline.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-19

Main Office, VA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I contacted my mortgage company on XX/XX/XXXX regarding what options I had to apply for Home Assistance programs to assist me in resolving my back payments. The back payments were a result of being XXXX. I expressed all of this to the agent I spoke with and she offered to send me a package that needed to be returned by XX/XX/XXXX. On XX/XX/XXXX. I received a letter from PHH Mortgage and my " case manager '', XXXX XXXX, still expressing an interest in helping me. On the same day, I received a letter from a foreclosure Attorney stating my home if being put up for a Trustee Sale on XX/XX/XXXX. I called PHH today, XX/XX/XXXX, and was told that I can not stop the foreclosure unless I pay the past amounts and that the package is no good. How can this be if the paperwork clearly states that I have until XX/XX/XXXX to turn it in??? This is another example of Mortgage companies lying to customers and to avoid helping them and ruining their lives
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-19

Sm, KS

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

2017-01-19

Watkins, CO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: This is a complaint against PHH Mortgage for holding money in escrow that was deemed to be used for repair of hail damage to our residence that occurred on XXXX XXXX, 2016. PHH Mortgage is currently holding over {$12000.00} that was sent to us from our insurance company since XXXX 2016 and even though we have contacted them on numerous occasions they still will not release the funds. There excuse is that they needed documentation in order to reconcile the amount that has been paid by the insurance company with the amount that that was estimated by our general contractor. Documentation from both the general contractor and insurance company has been sent to them on more than one occasion and they are still " dragging their feet ''.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-19

Arco, CA

Application, originator, mortgage broker

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: back on XXXX XXXX i applied for refinance with PHH Mortgage witch i have a loan with them at XXXX percent i was qualified for XXXX percent loan # XXXX after about 3 months i wast told that there is lien on the property since XXXX regarding a child support issue i called them and i spook to the title company ( XXXX XXXX XXXX ) and i email copy of the close case letter from the child support to both XXXX and XXXX XXXX XXXX XXXX told me i should not contact her nor the child support HPP should contact the child support and verify the issue all they need is to send a form to the child support. i also called the child support ( XXXX XXXX ) she was helpful and confirmed there is no lien on the property all they need to do is to send them the request now they cancel the loan and they charging me a appraisal fee XXXX the interest rate went up and it does not make since to refinance
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-01-19

Tampa, FL

Taking/threatening an illegal action

Debt collection: Mortgage

Seized/Attempted to seize property
Complaint: PHH Mortgage Corporation - Mortgage Service Center is a " debt collector '' pursuant to 15 USC1692a ( 6 ), 15 USC 1681n, and Florida Statute XXXX ( XXXX ). I have mailed several request to PHH Mortgage Corporation by certified mail for verification and validation of an alleged debt. Pursuant to 15 USC 1692 ( g ) ( 4 ) Validation of Debts and Florida Statute XXXX - Assignment of Debts, In a my correspondence with PHH Mortgagae Corporation, I asked that it 's agents provide supporting evidence to substantiate its claim., within thirty ( 30 ) days. PHH Mortgage Corporation, through its agent XXXX XXXX, has attempted to seize my property and alleges, in a complaint filed in the State courts of Florida, a default on XXXX XXXX, XXXX. The complaint alleges a default on a loan on XXXX XXXX, XXXX. However, this company 's alleged claim is based on an fraudulent assignment recorded XXXX XXXX, XXXX, 11 months after the alleged default. Also in a letter dated XXXX XXXX, XXXX, XXXX XXXX XXXX using a XXXX letterhead acknowledged receipt of a debt dispute and in response mailed a second letter dated XXXX XXXX, XXXX with a PHH Mortgage letterhead alleging XXXX XXXX as an investor on the account and listing XXXX as a servicer on their behalf. I have several account statements from XXXX marked with the original account number showing the account is still open and alleges I owe {$80000.00} and lists PHH Mortgage Corporation as the servicer. The account statement from XXXX for the account raises the question did PHH Mortgage Corporation give value for the alleged assignment as required by Florida Statute XXXX and the Uniform Commercial Code.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-18

Portland, OR

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: In XXXX XXXX, I was contacted by my current mortgage company, PHH Mortgage, asking if I would be interested in refinancing my home with a HARP loan. I was and we began the process immediately. Everything they asked me for was provided to them in 24 hours or less and I have the documentation to prove that. However, it is currently XXXX XXXX and my refinance is still not completed. This is Month 7 of this process. I complained to the supervisor of the individual once and she apologized. Several months later, I contacted her a second time and asked that the individual handling my refinance be removed and replaced with someone else, but she refused to respond to my email and voicemail messages I sent/left for her. I am completely devastated by this whole process. I could have gone with several other lenders, but chose to stay with PHH since they are my current mortgage company. I have spoken with many friends and family members and they are baffled by this length of time, and every single one of them chalk it up to incompetence. Please help me. I want to file a complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-18

Ladies Island, SC

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Hello, I have an active complaint, XXXX XXXX. The mortgage company sold my property after erroneously stating that it was in litigation. This is in violation of the law. I need assistance to go after PHH Mortgage Company for conducting mortgage fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-01-17

Discovery Bay, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: PHH Mortgage charged us via escrow account a monthly amount for unneeded forced place insurance. Upon review of the documents provided by the previous lender, it clearly shows that notification for insurance declaration pages did not arrive to us and instead were returned undeliverable to the lender. Had we known that those pages were required we would have sent them immediately. We have now provided PHH documents that prove that we did indeed have our own insurance during the period in question, but they still refuse to refund us our money. I am requesting to escalate this right away as this misunderstanding was not our fault but PHH fault for not reviewing documents when they bought this loan from XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-01-17

East Windsor, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: XXXX XXXX XXXX XXXX XXXX, 2017 XXXX XXXX XXXX. XXXX XXXX, NJ XXXX Email : XXXXXXXXXXXX Consumer Financial Protection Bureau ( CFPB ), I regret that I feel the need to contact you again regarding my PHH Mortgage. ( My mortgage # is : XXXX ) ( My CFPB case # is : XXXX ) You responded to my initial inquiry on XX/XX/2017 and I am extremely grateful for you much needed assistance. After many, many calls to PHH to try and get my mortgage back to it 's 21 year status of non-escrow I continue to face road block after road block with PHH. No matter how many times I call, wait and wait on hold and talk to someone it is clear that NO ONE is willing to get me out of the Escrow status which I am unable to pay and back into the Non Escrow status which my income can pay. I even took the time to drive down to the PHH headquarters in XXXX today and was met with the same disdain. Seems that I can take the time to drive there and that they are more than willing to take XXXX upon XXXX of dollars from me BUT can they see their way clear to actually having a person come down and talk to me to rectify this problem ... NO! Security gave me a number to call and while I thought it would be to a person in the building I merely got the same prompts and wait times that I would have gotten from calling from home. ( For the record I gave them a check for my normal payment of {$650.00}. ) Let me be clear : I am not 6 months behind in my mortgage, or 4, or 3 etc. and have never been. I WANT to pay my monthly fee as I have for 21 years and I want to pay my taxes at the end of the year as I have for21 years. I have been crystal clear to PHH that I ca n't pay the increase that an Escrow designation warrants and need to be placed back on a Non Escrow status to afford my monthly payments. And, why would they send me their Home Owner Assistance package with a designated Case Manager, implying their awareness of my financial woes, and then change my account to Escrow which clearly increases the monthly payment. How wacky is that? I have been MORE than patient and cooperative and quite frankly am tired of waiting, 4, 7, 10, 20 or even up to 2 hours to speak to someone who wo n't take any action on my situation anyway. I await your valued advice and hope that your intervention will change my Escrow mortgage back to a Non Escrow, manageable mortgage once again. My Sincerest Thanks, XXXX XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-17

Clarkston, MI

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-12

San Francisco, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I am unable to reach PHH Mortgage ( https : //www.phhmortgage.com/13571 ). - online their autopay webform is broken - their phone system is not working so unable to reach a customer service representitve
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-10

San Diego, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-10

Aqua, PA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-10

NJ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: This complaint centers on continuing communication problems with my Mortgage Service provider. Essentially the following has occurred 1 ) A total lack of response from my case manager after repeated calls as to the status of my application. 2 ) In my last application filed in early XXXX, and during my 2nd to the last conversation with my case manager, I was informed that my application was incomplete. ( small deficiencies. - I failed to check the box next to my signature in the XXXX Assistance Form proving that the signature below was indeed my signature ). 3 ) I then provided the remainder of the information in the application and sent this information by mail to my service provider. About a week later, I called my case manager and spoke with her, and she told me that the application was now complete. Several weeks passed with no response from the company so in XXXX XXXX I called my case manager to ascertain what was going on. I called several times and received no return call. Finally, feeling very frustrated, I called and asked to speak to someone about what was going on. This person looked up my file and told me that the additional information was n't received, and that to my utter dismay, I learned that my file was closed!!! This person said that I 'should ' have sent my application by email, not mail. The essence of my complaint is the ever changing rules regarding methods of communication. That I could send my application by email was new to me. In the past, I have always sent information to the company by US Mail. If I am allowed to send my applications by email, why ca n't I communicate with my case managers by email? The Servicer, wo n't allow case managers to send or receive email. This company has changed their processing rules so often that it is nearly impossible to communicate efficiently. We live in a digital world. It has now been five years working with this company to try to save my home. In the beginning, I was able to communicate by email with my case manager, and that rule changed about two years ago. The industry processing rules call for accessibility and a fast application process. Honestly, in the spirit of time, and consistency, I ca n't fathom why the company wo n't let case managers send and receive emails, except that the corporation does n't want to have any real records of what transpires between Mortgage holder and case manager. This company has done everything it can to make the application and review process an entire tangled web of ever changing attitudes completely counter to the spirit of a quick review process and resolutions to customer needs. This company has demonstrated time and again that it will do anything to confuse and obfuscate the mortgage modification process.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response