PHH Mortgage Services Corporation

2016-12-13

Ocean City, MD

Loan modification,collection,foreclosure

Mortgage: VA mortgage

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

Disputed: No Timely Response

2016-12-10

Soquel, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I contacted PHH Mortgage on XXXX to cancel my FlexPay agreement as I was refinancing my loan, which was scheduled to close XX/XX/XXXX. On XX/XX/2016 PHH processed my XX/XX/XXXX FlexPay Payment anyway, which not only put my account in jeopardy of being overdrawn and required me to take out a payday loan, but when I called to dispute the charge, I was told that they had no record of me rescinding my FlexPay ( but yet, they somehow knew about the upcoming refinance ) and said they could not refund my money without a letter requesting reimbursement and a copy of my bank statement showing the payment had cleared my bank, and then it would take up to 10 days to " process '' a check. They refused to electronically credit my account even though they electronically debited my account, and they were reluctant to overnight a refund but agreed they would upon receipt of my request for reimbursement. I sent my letter and bank statement to the fax number PHH provided to me on XX/XX/2016. I attempted to call and check on the status of my fax on XX/XX/2016 and was disconnected and then conveniently when I attempted to call again I was placed on eternal hold and then received a recording telling me they were now closed. Today, I emailed PHH demanding status and action, as they continue to be unresponsive, but have no confidence despite my growing frustration and demands, that they will attempt to correct their mistake with any sense of urgency. My refinance has since closed and the original loan has been paid in full as of XX/XX/2016, which means, in addition to the unauthorized debit to my account on XX/XX/2016, there is now an over-payment on my account that PHH has not processed. As a last resort, I have filed a dispute with my bank, and am filing this complaint in an effort to get some action or response from PHH so that my account and the extreme financial hardship and burden this deduction has placed on me and my family, can be promptly resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-12-08

White Hall, PA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-06

Brookside, 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

2016-12-06

MA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Our household came under financial duress from a business failure temporarily keeping us from making mortgage payments with PHH Mortgage. We re-established income, completed the offered forbearance plan, and immediately applied for loan modification in order to get a reasonable payment. Since XXXX, PHH has intentionally blocked our application for ( 9 months ) through repeated use of bogus rejection reasons. They have now issued a Notice of Default through a lawyer, in an attempt to force us into selling our home. Research shows our case is not isolated. We need relief to prevent PHH from forcing us out of our home.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-12-06

OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I was laid off from XXXX XX/XX/2010. XXXX of XXXX, Ohio solicited me to have my payments lowered I had no debt other than the house. I did not qualify for any plans, so HH mortgage company foreclosed. I sought legal help and forced to retire. XXXX told me to move on and not hold this against the HUD agency and to just move. I 've thousands of hours of working with private and government agency 's. Now I 'm old and ca n't do as much and still at square one with 15 years of my life gone and no hope for a life as a.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-12-05

N Port, FL

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

2016-12-04

Palos Park, IL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Of the previous five years of being with both XXXX Mortgage and XXXX XXXX XXXX for our mortgage lenders, we have n't had as many issues with our mortgage account as we currently have with PHH Mortgage. Although the website is relatively simple to navigate, most of the customer service representatives ( CSR ) have been as helpful as using a fish to cut down a tree. Only the Property Tax Department and a supervisor on XXXX occasion were able to clearly understand our issue, the company 's mistake, and reasonable actions to take in order to rectify our predicament. Within four months of having our mortgage taken on by PHH Mortgage, we received a letter stating that our mortgage would be increasing by over four hundred dollars without any explanation as to the reasoning. After calling the company, a CSR told us that our escrow account did not have enough funds to cover all payment transactions ; however, it was initially set up to have the total payment along with a buffer for any short-term future tax increase. In discussing the issue with our lawyer and original loan servicing agent, we discovered that PHH Mortgage had paid our tax bill after the same tax bill was paid by our home seller 's real estate company. This caused our escrow account to incur and carry a negative balance for a little under four months until the county tax was refunded to our account. After calling PHH Mortgage to explain their error, the CSR was not helpful in trying to determine why our escrow account was negative. This CSR merely repeated that our account had a negative balance, a payment plan could be worked out after talking with a supervisor to lessen our amount owed each month, and that nothing else could be done. We ended up paying over two hundred dollars more than our original mortgage payment for this updated payment plan. After waiting one month, we called to check on the status of the county tax repayment and were transferred to both the Property Tax Department and eventually a supervisor who was able to understand the issue and lay out a solution until the county tax payment was reimbursed. She put our automatic payment plan on hold and told us to send in a check with the original mortgage payment amount until the county tax amount was repaid. We did this for the next two months. In the meantime, we began receiving debt collection letters and phone calls from PHH Mortgage ; however, not XXXX single voicemail was left by a CSR. We called PHH Mortgage on XXXX more occasions, each time having to explain the situation from the beginning to each CSR, at which point we were either told that our escrow account did not have sufficient funds or that our XXXX submitted check payments were held in suspense. Neither CSR admitted that PHH Mortgage had made a mistake in paying our county tax bill in error or that the company would rectify the situation without increasing our mortgage payment. The only solution the CSR offered was to run an escrow analysis to determine our future mortgage payment. Additionally, only XXXX of our check payments were credited to the account after two months ; the other check payment was held in suspense until our escrow account balance was brought up to the amount determined by the escrow analysis. After the county tax payment was reimbursed to our escrow account, our mortgage payment still increased by over eighty dollars per month. Again, we called PHH Mortgage to inquire : we were not told why the payment had increased or the breakdown of the escrow analysis ; rather, the CSR indicated that our escrow account would not have a two-month excess payment balance if our original mortgage payment was used. Overall, no explanations were offered by PHH Mortgage in this six-month process, nor were we at any point satisfied with the results of calling the customer service center or that our credit scores would be affected.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-11-27

Live Oak, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-25

Clovis, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: Yes Timely Response

2016-11-23

Livingston, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-23

Nyc, NY

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

2016-11-22

Gloucester City, NJ

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

2016-11-21

San Diego, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-20

Cedar Rapids, IA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I paid off my mortgage loan in XXXX XXXX with PHH Mortgage Services and can not get them to release the loan. In XXXX I took out a mortgage with my husband. This loan was paid off in XXXX when we divorced. I took out a new mortgage ONLY IN MY NAME to close out the joint loan with my husband. The joint loan should have been released in XXXX, but PHH sent me this release earlier this year. What I have been trying to get PHH to do is to release the mortgage that was only in my name. I called PHH on XXXX XXXX, XXXX, XXXX XXXX, XXXX, and XXXX XXXX, XXXX. They kept telling me that they were working on the correct release. I then sent them a letter on XXXX XXXX, XXXX. PHH still has not released the loan in my name that I took out in XXXX.It was not a refinance of the original loan because I was taking the loan out only in my name and paid the joint loan off in XXXX to erase any connection to the home with my former husband. I need to get the release as soon as possible. This tremendous delay has made it now an urgent situation because I am planning to sell my house in the first quarter of next year ( XXXX ). Please do what you can to urge PHH to release the correct loan that had only my name on it. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-11-18

MI

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-15

MO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I contacted PHH mortgage on XX/XX/XXXX requesting an escrow analysis to be done because I was at 78.8 % loan to value. I wanted to start the process of removing the PMI to my monthly mortgage payment. I then recieved my escrow analysis and the company had made an error on the original loan to value ( which was {$170000.00} as of XX/XX/XXXX ), but the company had put the LTV as {$140000.00} as of XX/XX/XXXX, which then affected the overall LTV changing it to 94.10 %. I contacted them about this concern recognized there was an issue, but the customer service person could not just correct the issue without placing a help ticket. After 2 business days I logged into my account and noticed they had changed the LTV from the error of {$140000.00} to {$150000.00}, but again this is incorrect. I contacted them about this concern and still got the run around and was told I had to wait on the original help ticket and they would contact me within 5-10 business days. I still had not received a resolution so on XX/XX/XXXX I contacted the customer service about the concern they finally connected me to a customer rep in New Jersey who then placed another help ticket about the concern. He also pulled my scanned loan docs and could see that the original LTV was {$170000.00} and that a mistake had taken place, but was not authorized to make a change. He would have to wait until the help ticket was resolved. As of today I have sent another email in regards to this concern, I have not been followed up with from Phh Mortgage nor have they corrected the issue. I am very concerned with how to proceed forward. I felt as a consumer I needed to make a formal complaint about this issue. Back History : I had a mortgage escrow analysis completed XX/XX/XXXX. I was at 81.20 LTV. I have the documentation that was sent. I knew I was close to being at 78 % LTV in XXXX and that 's why I requested another analysis. On the XX/XX/XXXX payment my PMI would have been automatically removed. I have not refinanced the loan. I only did a rate modification in XXXX. I do n't understand how my LTV can just change.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-11-15

Lewisville, TX

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I Applied for a refinance with PHH Mortgage ( XXXX ) in XXXX 2016 and was approved for a low rate of 2.62 % over 15 yrs, since i have 30 yr conventional with them for the past year. It has been a nightmare ever since and my loan has n't closed even today ( XXXX/XXXX/16 ), which should have been a very simple process. My credit rating is XXXX and all documents are in place. XXXX confirmed all documents are good. after 20 days of working on it, they got back saying they did n't receive a DL. I sent it again, and this application process started all over again by a new XXXX. Since, it crossed 30 days, they said they can not honor my 2.62 % and made it 2.75 %. many phone conversations, emails later, there was nothing PHH could do ( apparently ) and went ahead with 2.75 %. Another 20 days and they come back with a request to resubmit latest pay checks ( obviously, we are into XXXX now ). Again, after many emails and phone calls, I emailed the same and the process started again. The rate now is 2.82 %. I was furious, but, could n't back out because, I already paid the Appraisal {$650.00} and did n't want to lose it. Now, its already end of XXXX and the title company came to close. At the end of closing, they found that the rate quote disclosure they had was different to what PHH sent to me. so, after 1 hr of signing all documents, we could n't close. By now, I totally lost it and said, i wo n't go ahead with them and was willing to lose out on the {$650.00} appraisal. Now starts the second story. While working with a different mortgage provider, PHH emailed me a 'Congratulations on closing the loan '. when i checked, it said, i closed it and the next payment was due XXXX/XXXX/16. After 30 mins on hold, a XXXX confirmed it closed. So, i contested it. They said, they have to research what happened. in the meantime, the new mortgage provider said they can not proceed if you already have a loan. I called the Title company, who said, they have n't dispatched the titlework to PHH. so, it is illegal to close. Now, i am going to lose out on a 2.875 % rate with the new company, because of PHH. Please help me cancel it and bring my credit file back to the original.
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-11-12

Ernul, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-11

Philadelphia, PA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-11

East York, PA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-10

Akron, OH

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-10

Bueche, LA

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: My house flooded during the recent flood in La. I have flood insurance, and a check was written to cover damages. However, it is made out to me and the mortgage company. All of the damage to my house is cosmetic, sheetrock, paint, and flooring. I have XXXX. Despite these facts, my mortgage company will not let me self repair, they say I must use a contractor. Contractors are backed up for months with work, and prices are double and triple what they would be under normal circumstances. I have asked the mortgage company to release part of the money so I can obtain materials and do these repairs myself. They refuse. I desperately need this money so I can repair my home, and need them to allow self repairs.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-07

Camarillo, CA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-04

NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I am repasting my original complaint that was disputed and never resolved. The CFPB claims to be following up on this but it has never produced a response to my dispute. Describe what happened so we can understand the issue ... In XX/XX/2014, a series of unfortunate banking events led to my mortgage payment being deducted form my checking account twice. The servicer ( PHH Mortgage Services ) was not willing to help recsend a payment and the Bank suggested that my only course of option was to stop payment on one of the duplicates. I did so as my family would not have had enough money to survive. In XXXX, I made a payment to PHH by phone and using this same checking account. The representative assured me that the payment had gone through just fine as usual. In XXXX, I was informed that I was now behind on my mortgage as this payment did not show up. This is when the trouble began. Through various demands for payment and forced " re-payment plans '', I have given PHH almost {$22000.00} in the past year and am still being sent past due notices. I 've now been sent a " right to cure notice '' demanding another {$5000.00} plus before XX/XX/XXXX. Since my normal mortgage payment is around XXXX monthly, a years worth of payments would only be {$15000.00}. I have no idea how I am still behind in my payments and can not seem to get out of this cycle. This has caused a great deal of distress in my family and has caused me to get dangerously behind on other bills ( student loans, car payments ) as well. Most recently, I responded to a late notice by paying the amount asked for ( {$3400.00} ) by the date it was asked for ( XX/XX/XXXX ). PHH took the payment. The payment came out of my bank account. Two weeks later I received a notice that my account had been referred to an attorney for foreclosure. This was an awful thing to read. PHH initially claimed that they had no record of the notice demanding the {$3400.00} and that I had not paid enough so they had returned my payment (? ). After two days of arguing my case, the notice was found and I repaid the {$3400.00} and was taken out of foreclosure. This was a large mistake made on their end and I ca n't help wondering what other large mistakes are being made at PHH Mortgage Services. I 've gotten nowhere in my attempts to talk this through with them. Consent to publish the description of what happened? Consent provided Which part of the mortgage process is your issue related to? Problems when you are unable to pay This is about Conventional fixed mortgage
Company Response: Closed with explanation

Disputed: No Timely Response