PHH Mortgage Services Corporation

2017-01-10

Bulk Mail Center, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My loan was transferred to PHH Mortgage Services in XXXX. My first payment was due XXXX/XXXX/17 with this new loan servicing company. I have not received ANY paperwork from this company so I went on-line the end of XXXX to sign up for Auto Payments. On XXXX/XXXX/17 I contacted PHH to get my account number ( which is required to enroll ) and was told they could not provide over the phone but would fax me my account number, even though they had no fax number on file ; I provided my fax number. It never arrived and I left town on business. Upon returning on XXXX, I again contacted them and confirmed my fax number ( correcting the associate several times with mistakes she was making when I asked her to repeat the number ) - again, no fax received with my account number ... My most recent attempt was today XXXX and I explained to the customer service person that my fax was an electronic service ( eFax ) which will provide a history that they did or did not send ; she FINALLY faxed my account number which I received before hanging up with them. I was told that the only person that could waive fees was a manager which I was told would call me back in a few minutes. This never happened. Now, with only a couple of days before payment is due, Making my payment by mail will not arrive in time and I can only subscribe to auto pay starting in XXXX so I am being forced to pay a {$7.00} fee for processing my payment. This would not have been necessary if my paperwork was handled properly. It is my strong assertion that this company puts their customers in a situation of paying fees above/beyond what payment is due as a course of doing business. At this point, I am looking for a refund of the {$7.00} service fee that I was charged. Thank you in advance for your time reviewing my issue. Regards, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-09

E Windsor, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-06

Berkeley, NJ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-06

Spfld, MA

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-01-05

Yeagertown, PA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-05

Quartzsite, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-05

Phoenix, AZ

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: I, along with my former spouse, originated a home loan in XX/XX/XXXX with a maturity date of XX/XX/XXXX. Upon our divorce in XX/XX/XXXX, I was advised that the loan had been refinanced to remove me from the loan and subsequently signed a quit claim deed to relinquish my ownership rights. In reviewing my credit reports, I have since determined that the mortgage obligation still remains under my name. In communicating with PHH Mortgage, it has been determined that the loan has been modified twice and the terms of the original agreement I signed in XX/XX/XXXX have been changed without my knowledge or consent. The loan maturity date is now slated for XX/XX/XXXX, 17 years beyond the terms I originally agreed to and signed for. PHH was fully aware of the fact that I no longer owned the home ( as they have the quit claim deed on file ) and that the marriage had dissolved as of XX/XX/XXXX, yet they knowingly processed changes to the loan terms without question or concern and did so without ever contacting me or obtaining my signature to agree to the changes. I have called PHH repeatedly to have this resolved and have my name removed from the loan, to no avail. I have even been advised by a PHH representative that they can not provide me with further details regarding the loan activity because I do n't own the home.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-04

Fort Lauderdale, FL

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I have my payment on auto pay. I have at times encounter that the change in payment does n't go thru. ( 3x ) I have always paid. Now at first it did n't register. But now that it has happened again I think this practice is very shady and unethical. My auto payment goes thru but since the sum has changed PHH Mortgage Co. does not apply the payment to the current month. It claim it goes to principal and therefore causes my account to go delinquent. On top of this they XXXX a late fee. So you can imagine my surprise when I received a bill more than double what I am used to paying. To top it off..To rectify the issue they have to file and wait for another department to XXXX and refund or deny etc.. in 15 days which causes me to be more late.Which puts me in jeopardy of more late fees! I do not understand how no one is addressing this. They are cause this so they can collect more revenue from customers. It should be a simple fix. Oh and by the way the agent are not notifying me of this I sent a check for the diff in payment not knowing there was a late fee. Now I just received a bill for the monthly payment they claim was n't paid ... yet the monies ( to their benefit ) went elsewhere. This can not be legal
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-03

Glendale, WI

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

2017-01-01

Hinkley, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-28

Bear, DE

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

2016-12-28

Sparta, NJ

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-28

Cannon Afb, NM

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

2016-12-28

Blackbird, DE

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: I have my current mortgage with PHH Mortgage for the past XXXX years of a XXXX year mortgage at XXXX % ( $ 2210 monthly mortgage payment ). My application for refinance to XXXX % that would have reduced my monthly payment to {$1700.00} was denied for a flimsy reason of " inadequate debt to income ratio ''. This was after repayments of all outstanding issues on my credit as instructed by the company to the tune of almost {$5000.00}. I 've always maintained XXXX income sources XXXX XXXX time and Full Time ) with the following gross income streams from my XXXX positions : XX/XX/XXXX - {$110000.00} XX/XX/XXXX - {$130000.00} XX/XX/XXXX - {$100000.00} XX/XX/XXXX - {$94.00}, XXXX The argument as presented to me was that i changed my full time job XXXX months ago hence any income from there can not be used even though there is no gap in full time or part time employment in the past XXXX years. So they arrived at their " inadequate debt to income ratio '' conclusion using only my part time employment. This is a very odd position that brought me to either of XXXX conclusions : XXXX. The company did not want to change the status quo since i 'm already paying at XXXX %. So there is no incentive to go along with the refinance or. XXXX. I fit into a category of borrowers that do not understand how the numbers or financing work. I have already spent about {$5000.00} as instructed by the company 's loan originators to settle outstanding issues on my credit. This also did not include the emotional toll that the process have put me through. This is very unfair practice that need to be looked into. Thank you for your time.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-12-27

Denver, CO

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

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

Disputed: No Timely Response

2016-12-23

Baltimore, 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

2016-12-21

Tarzana, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My current lender is PHH mortgage. I am trying to refinance into a lower interest rate and lower monthly payment through XXXX mortgage. I am recently discharged from Chapter 13 bankruptcy. I am attempting to get my statement from PHH but they are refusing, They are telling me that the discharge of bankruptcy from the court is not enough. They claim they need a " termination '' of bankruptcy from the court. When I spoke to the BK department of PHH, they refused to give me the employee numbers. When I attempted to call the New Jersey office, I was transferred to XXXX to speak with XXXX who again would not give me an employee number and then he transferred me back to NJ, twice, where they hung up on me each time. These events all transpired between XXXX and XXXX on XX/XX/2016. I am just trying to get me statement from my current lender in order to refinance.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-12-20

Lakewood, NJ

Settlement process and costs

Mortgage: Other mortgage

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

Disputed: No Timely Response

2016-12-20

Northside, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage company changes my monthly payment without telling me! Although the principal and interest on my account does not change, the company also withholds escrow to pay insurance and property tax -- but they NEVER give me any warning when these amounts change. As a result, my loan amount ( which I pay by automatic deduction ) often goes into arrears. I then have to call the company -- but their customer service people always XXXX up getting the problem fixed. So I usually have to call them XXXX or 4 times to resolve the problem. And then several months later, the problem always returns. This has been going on for years now.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-20

CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We have previous complaints regarding this mortgage with PHH. I saw a response from PHH that listed a XXXX as a contact person. We had never been referred to XXXX through this process. Icalled XXXX on XX/XX/2016 and explained our situation. He toild me he was the supervisor in charge of all of PHH 's loan modifications. He said he would look into our issues and get back to me in a few days. I had not heard from XXXX so I called him on @ XXXX PST XX/XX/2016 and he told me that he was working on our loan modification and would have it finalized in a couple of days. He said he would reinstate our loan modifications and that we would have to bring the payments current from XX/XX/2016 to present. I said that would be fine. XXXX is when PHH stopped accepting our payments. XXXX would have been the first regular payment after the trial period. They had accepted two trial payments and the first was accepted by XXXX the previous servicer. XXXX told me that he would get back to us with the paperwork soon to get this resolved. Not hearing from him I called on XX/XX/2016 and left him a message asking about our loan. After no response I called XX/XX/2016 @ XXXX PST and left him a message asking about our loan and asked for a call back again. I called XX/XX/2016 again left a message to call me back please. After no response I called again XX/XX/2016 @ XXXX PST and again left a message to please call. With again no response I called this morning XX/XX/2016 and left a message to please call me. We feel we have no choice but to make another complaint. After the encouragement we we received from XXXX from our initial contact with him we are very distressed in the fact that we have not heard from him again for over 3 weeks. Phh should have stopped reporting negatively to credit agencies as of XX/XX/2016. They are still reporting negatively to credit agencies and this is negatively affecting our life in many ways other than economic.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-12-19

Nyc, NY

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-19

San Diego, CA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: Last year, my husband and I tried to refinance our first mortgage, which is held by PHH. Because PHH refused to rate our loan and report our payments to the credit bureaus and because they lied and said we had 30-day-lates everymonth for six years, FHA could not and would not refinance us. At this time last year we submitted a complaint with CFPB. PHH admitted not wrong doing. I was so demoralized and angry that, unfortunately, I did n't realize that I could dispute PHH 's response and let the complaint die. Now, a year later, we are trying to refi again, and guess what? PHH still has n't reported any of our payments as we requested they do so. And again, FHA wo n't refinance our current loan with PHH. Because PHH was n't listed with the credit bureaus, our application goes to a secondary set of requirements for a FHA loan, which include a higher credit score and a longer history of no lates. This is a circle of disaster. Because PHH has n't reported, our credit scores stay low and PHH still shows us as late from month XXXX on. It 's a no win situation. We are working with XXXX again and tried a million ways to talk to FHA to explain the unusual circumstances, but there is no way to submit an exception. Now, XXXX has found a lender that will refi our first mortgage with PHHm but not both the first and second. AND, the interest rate for the new loan is % XXXX when the FHA loan is for % XXXX. AND we ca n't include the second. I 've called PHH several times, and again we get the runaround and no one will speak to us regarding the reporting of our info to credit bureaus. Desperate, I 've been calling all my Federal reps and agencies. It looks as though XXXX may initiate a XXXX investigation and that would be great, however, all if this so darn slow and it does n't help our re-finance possibilities today. A non-profit suggested I file a second complaint to update the CFPB that PHH continues to engage in illegal and fraudulent activities. Can CFPB please look into how PHH remains in operation? And what are my rights as a consumer regarding recourse when a financial product company acts this way? Because I hate PHH so much and dealing with them has made us physically and mentally ill, I will go forward with the possible new loan for the first, but we continue to lose money and pay outrageous amounts in interest.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-15

Sarasota, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-12-15

NV

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: My refinance request with PHH ( my existing mortgage provider ) began in XX/XX/XXXX and is currently denied. The denial is being excused and rationalized by PHH under the false pretense that my property somehow in XX/XX/XXXX has a " marketability '' deficiency and is " unique to the location, '' in a way that did n't exist in XX/XX/XXXX when the existing mortgage began. Please see the XXXX page complaint for additional context.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-14

Medford, OR

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response