PHH Mortgage Services Corporation

2019-06-18

Library, PA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-06-18

Natrona Hts, PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-18

MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX, we had struggled to make payments due to a death in the family, paying off expenses. We had a balance outstanding on our mortgage of over {$1000.00} due to ongoing late fees, 2 modifications done incorrectly and several complaints to the mortgage company and against them regarding collection tactics. They would not work with us and would not assist to bring our loan current other than continual modifications. They were sending out a man that would take photos of us and our home numerous times telling us to call our mortgage company and parking out in front of our neighbors, provoking them to ask questions and listen to these conversations. The mortgage was then passed from XXXX to XXXX and now PHH after our last complaint of XX/XX/XXXX. We were contacted by the state assist for veterans to help pay the overdue balance that we had disputed. They had called XXXX and got a total. {$1200.00} which was paid by the VA in XX/XX/XXXX. Shortly after, there were late fees accessed and we were told that more was due. We paid our payment when we thought it was due and since this time, our mortgage remains past due. We have tried to work with them. My wife had tried to contact them. They refused to talk to her. I sent a letter and a copy of my DPOA. She and I have been married for over 18 years. THIS LETTER WENT IGNORED. We can not even access our account to print out a statement but keep getting notices of late fees, letters addressed only to me and Then the events of today. My wife was coming home from a job interview. A car stopped her at the end of our driveway while she was locking our gate. The neighbors were outside. Everyone stopped and listened. I heard the following from my wife and the neighbor-both stating the same occourance of the following event, today XX/XX/XXXX at XXXX XXXX. The woman and man in the vehicle, stated the following in a very loud manner. " IS this where XXXX XXXX lives? Oh, I mean XXXX XXXX! I went to school with XXXX XXXX. '' Thinking that this was a relative, she said, yes, but his name is XXXX XXXX. He legally changed his name. " Is he related to XXXX XXXX? " " I'd rather not say, can I help you? '' My wife said. The woman in the car said very loudly, " I am from the bank! I have a letter for him! The neighbor on her cell phone, put her phone out in front of her as if to be recording the conversation. She knows everyone in our town. The woman proceeded to tell my wife that she has to come in the yard and take a photo of the house. My wife expalined to them that I have severe medical problems. One of them being XXXX XXXX XXXX. She continued to tell my wife that she knows my family as well as speaking at the loudest volume of her voice so 3 sets of neighbors know my financial situation of my home. We are paying a monthly mortgage payment every month on time. Since XXXX and XXXX owned our home, I have had nothing but trouble with them then they tell my credit report as well as the VA and now all of my family and neighbors that it is my doing to be default in my loan. This started as a VA mortgage. I was making {$50000.00} a year. We had a car accident and my wife and I were BOTH removed from work. Now my wife is looking for work as well as working from home and being a student at XXXX XXXX XXXX XXXX XXXX. We are BOTH XXXX and I am a veteran. I have had 2 modifications done and had to ask for help several times due to late fees and XXXX, XXXX and now PHH. I recently tried to switch to XXXX loans for my mortgage to make it a VA mortgage. They said they can not help until PHH lists my payments as current. They were current after VA paid them a very large payment in XX/XX/XXXX. This person that came out here is going to tell my family and now my neighbors know!!!!!!!!!
Company Response: Closed with explanation

Timely Response

2019-06-17

Lorton, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-17

Dime Box, TX

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-06-17

Fort Pierce, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-17

Chicago, IL

Closing on a mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2019-06-17

Chicago, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-17

Hamburg, NY

Trouble during payment process

Mortgage: FHA mortgage

Complaint: PHH KEEPS REPORTING ME 30 DAYS LATE WHEN THEY ARE HOLDING ONE OF PAYMENTS IN SUSPENSE AND THEY ARE TELLING ME THAT I NEED TO MAKE A PAYMENT AND TO BRING MY LOAN CURRENT IN ORDER FOR THEM TO APPLY MY PAYMENT THAT THEY ARE HOLDING IN SUSPENSE. THEY DON'T SEEM TO UNDERSTAND THAT MY LOAN WOULD BE CURRENT IF THEY APPLIED THAT PAYMENT CORRECTLY.
Company Response: Closed with explanation

Timely Response

2019-06-15

Glendora, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-14

Baresville, PA

Struggling to pay mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2019-06-14

Redondo Beach, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-14

Oak Grove, MO

Fraud or scam

Money transfer, virtual currency, or money service: Refund anticipation check

Complaint: On XX/XX/2019 I submitted a complaint with you regarding PHH Mortgage. My complaint was that they were unable to find a wire transfer of funds to payoff my mortgage and the had taken money out of my bank account to cover a payment that was not due them. On XX/XX/2019, the emailed me to inform that they were able to find those funds and applied them to the payoff. They told me the they would refund my payment within 24/48 hours. I have not seen those funds and PHH refused to respond to my emails appropriately
Company Response: Closed with explanation

Timely Response

2019-06-14

SC

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-14

Addicks Barker, TX

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-06-14

Foothill Ranch, CA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: Trying to pay off a mortgage. I have not received a statement from company in two months. They said they were mailed. I went online with their website and got a balance and sent a electronic check which should reach then XX/XX/19. I tried to get a pay off amount and website said that was not available online. I called them and took two hours on phone before an agent answered phone. I was told that he could not give me a payoff at that time it could be faxed or mailed to me. They had to call recorders office to get recording fee. I could call back in three hours and get a payoff. I answered a survey giving poor ratings XX/XX/19 and received a call XX/XX/19 asking about survey. I asked that person to give me a pay off amount and he said it was not available and would request it to be sent by fax or mail. Their poor service is not right. I am calling as I file this complaint and have been on hold for over fifty minutes. Are they even license to do business in California.
Company Response: Closed with explanation

Timely Response

2019-06-14

Cheverly, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have automatic payment set up through my checking account to pay my mortgage. PHH is supposed to take out my mortgage payment every month + {$200.00} extra to put on my principle. It is now XX/XX/19 and they have not taken out my XX/XX/19 payment. I have sent emails and no one has responded. I have called 2x and was put on hold for 1 hour each time just to be told they did not know why the auto payment was not taken out, and to call back later if it still was not taken out. I need a call from a manager from America immediately so I there is no miscommunication. I need this to be fixed ASAP, before PHH starts charging me late fee 's and it shows up on my credit report that I was late on my mortgage. This is utterly ridiculous, last month i sent a check in by the mail and they did not cash it for over 2 weeks. There is a total lack of accountability with this mortgage company. {$1500.00} supposed to be taken out XXXX of every month XX/XX/19
Company Response: Closed with explanation

Timely Response

2019-06-14

Lena, OH

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-13

Island Trees, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-13

NV

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I am attempting to avoid foreclosure and short sell my home. I have an accepted offer and have been attempting to initiate a short sale with the bank and the bank refuses to allow me to initiate the short sale and refuses to speak on the account. I have left multiple messages with the specialist handling the loan and emailed the foreclosing attorney directly with no resolve.
Company Response: Closed with explanation

Timely Response

2019-06-13

King, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-13

Mabank, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I mailed Mortgage payment On Thursday XX/XX/XXXX and Used the United States certified express mail with a signed return receipt. I still do not see my payment posted to my account. The I called PHH because XXXX switched their name and it's the same horrible service, I am sitting on hold for 30 Minutes to be told by Operator number XXXX who has no first name that PHH will be doing a trace to see who cashed my payments. Then after this wait I was told that the escalation team will return my call. I asked the young lady again for her first name and she replied it " XXXX ''. Not sure if that's accurate but look at my first payment. This is crazy. I don't see anything on my account.
Company Response: Closed with explanation

Timely Response

2019-06-13

E Millstone, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX XXXX, XXXX ( XXXX ), XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, FL XXXX ; XXXX ; merge with PHH Mortgage Services XXXX XXXX XXXX XXXX XXXX, New Jersey XXXX ; XXXX since the merge PHH MortgagesXXXX XXXX XXXX and XXXX XXXX with PHH Mortgage Services located at XXXX XXXX XXXX XXXX New Jersey XXXX for their number is XXXX ; questions regarding merger : XXXX. PHH Mortgage has overcharged me an additional {$17.00} listed as other taxes without explanation increasing my payment unnecessarily.
Company Response: Closed with explanation

Timely Response

2019-06-13

CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We started the loan modification process XX/XX/2019 with XXXX. We were turned down but re-applied with more income information. We contacted ( or tried to contact ) XXXX numerous times, but the loan modification was not resolved by XX/XX/XXXX when PHH took over. Our loan payment has jumped from about {$1600.00} a month to approximately {$3200.00}. We followed instructions to wait 7 days after XX/XX/XXXX to contact PHH. Here is what happened from XX/XX/XXXX until today, XX/XX/XXXX : XX/XX/2019 Called re loan modification and PHH login help. Couldnt log in. The person I talked with said theyd connect me with the website people but after about 20 or 30 seconds, the call ended. Didnt get the reps ID. 25 minutes XX/XX/2019 Called again to try to talk to website people. On hold for 8 minutes so I am calling another customer service number XXXX-XXXX-XXXX Spoke to XXXX, ID XXXX. He tried to transfer me to our relationship manager. RM didnt answer. XXXX said only our relationship manager, XXXX XXXX, can talk with us, no one else. Suggested calling Monday because XXXX doesnt work on Saturdays. XXXX-XXXX-XXXX, ext XXXX ( which turned out to be the wrong number ). Next I talked with a web person ( XXXX XXXX ) because I had trouble logging in. Fixed it. 30 minutes. XXXX-19 Called for XXXX XXXX, but he wasnt available. Scheduled appointment for Tuesday, XXXX-19. He will call between XXXX and XXXX XXXX. XXXX-19 No call from XXXX XXXX. Sent him an email. Called again. Spoke with XXXX ( ID XXXX ). She said XXXX XXXX extension # is XXXX, not XXXX as XXXX told me. Got shuttled back and forth. Spoke to XXXX ( ID XXXX ) who tried to put me through to XXXX XXXX. Spoke with XXXX ( ID XXXX or XXXX ). Asked to speak with supervisor. XXXX emailed the supervisor and someone is supposed to call within 24 hours. Spent about 90 minutes on the phone. XXXX-19 No call from XXXX XXXX or anyone else. Its now XXXX XXXX in New Jersey. Logged into our PHH Mortgage online account and tried to access the Homeowners Assistance Portal, but that apparently takes a DIFFERENT password which I dont have. I got this message : You are about to access a secure website that will help you submit and process your request for assistance with your mortgage - i.e. loan modification, short sale, etc. By clicking 'OK ' you are leaving XXXX and entering a website owned, controlled and operated by a third party. This link has been provided for your convenience for submitting information for review. I understand this is a transitional time, made worse by the layoff of 2,000 employees when XXXX and PHH were combined. We can not get through to anyone to resolve this issue. We would like to escalate the request and request a temporary forbearance for a few months and be allowed to make our former payment amount until this all gets sorted out. Thank you.
Company Response: Closed with explanation

Timely Response

2019-06-13

Allenwood, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Recently our mortgage servicing transferred to PHH from XXXX, we applied for Mortgage Modification Assistance more than 14 days prior to the sale as instructed by PHH, when contacting PHH to get a status on the modification request, I was notified that our request would not be considered because it wasn't made more than 37 days before the scheduled sale date of XX/XX/2019. Neither PHH or XXXX have sent us any documentation regarding the transfer of the servicing rights from XXXX to PHH, nor have we received any offers of assistance in lieu of foreclosure on this home. The property has been in foreclosure for several years and we have attempted to resolve the issues with the lender and they have been unwilling to offer any solutions for this foreclosure issue. At this time, the foreclosure sale is pending for XX/XX/2019. We have any appeal pending with the New Jersey XXXX Court and have also submitted a Motion to Stay the Foreclosure Sale pending the outcome of the Appeal. We are seeking intervention by the CFPB to stop the wrongful foreclosure of this property.
Company Response: Closed with explanation

Timely Response