PHH Mortgage Services Corporation

2016-08-31

Ft Lauderdale, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-29

MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We are receiving XXXX mortgage statements each month from PHH Mortgage ( Mortgage Service Center ) since the company assumed our home mortgage XXXX XXXX. I called the company XXXX XXXX and was told that they send a monthly notification statement and also generate a statement when they receive a payment. This creates confusion and a potential duplicate payment to be made if XXXX does not pay close attention to the Payment Due Date which are the same date. The statements are identical forms with XXXX showing transaction activity of the last P & I/Escrow payment and the second statement showing no transaction activity. The only significance of the second notice is to identify next payment due date already identified on the previous statement. XXXX statements have same Payment Due Date. I 've paid multiple mortgage companies over the past 30 years and this is the first company that has issued XXXX statements per monthly cycle. Upon speaking to the PHH Mortgage customer service representative they stated that federal law requires them to send a statement when a payment is made. Unless I 'm missing something, the ''Dodd-Frank Wall Street Reform and Consumer Protection Act '' XXXX XXXX XXXX only requires the creditor to notify the mortgagor of the following below. There is no requirement to send a notice upon receipt of payment. A single statement to include last P & I/escrow payment should suffice as sufficient notice. SEC. XXXX. DISCLOSURES REQUIRED IN MONTHLY STATEMENTS FOR RESIDENTIAL MORTGAGE LOANS. Section XXXX of the Truth in Lending Act XXXX XXXX XXXX. XXXX ) is amended by adding at the end the following new subsection : '' ( f ) PERIODIC STATEMENTS FOR RESIDENTIAL MORTGAGE LOANS. -- '' ( XXXX ) IN GENERAL. -- The creditor, assignee, or servicer with respect to any residential mortgage loan shall transmit to the obligor, for each billing cycle, a statement setting forth each of the following items, to the extent applicable, in a conspicuous and prominent manner : '' ( A ) The amount of the principal obligation under the mortgage. '' ( B ) The current interest rate in effect for the loan. '' ( C ) The date on which the interest rate may next reset or adjust. '' ( D ) The amount of any prepayment fee to be charged, if any. '' ( E ) A description of any late payment fees. '' ( F ) A telephone number and electronic mail address that may be used by the obligor to obtain information regarding the mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-29

Sebring, FL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-29

Burlington, NJ

Settlement process and costs

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-27

El Portal, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: PHH Mortgage Corporation of XXXX, NJ, continues to threaten us with foreclosure, unless we send them two more monthly payments by XXXX XXXX, XXXX ( over {$5200.00} ). They claim that we 're behind in our payments, although, from their very own Account Activity XXXX, ( which covers the entire life of this loan/ XXXX XXXX to the present ), we 're not behind at all, but in fact, are one month ahead, and not by choice. This is the fifth time that PHH comes after us for more money ; money which we do not owe! After forensically examining the above mentioned Account Activity Report, we realized that PHH Mortgage Corp., has consistently kept us one payment ahead, and for many month in a row, two months ahead, while claiming that we 're behind. They demand additional payments and as said before, threaten you with foreclosure, addidional fees and penalties, ruined credit, etc. It all started with a payment in XX/XX/XXXX which they misallocated, perhaps intentionally. They applied our XXXX XXXX payment to XXXX XXXX, which had already been paid less than a month before. From that point on, the nightmare began : Threats, added fees, harrassment calls, negative credit bureau reports, etc. They continued to perpetrate this scam by not allowing us access to their website, citing " being late '' as the reason. Of course, we had nothing but our own personal records to go on by. After XXXX, we never again received annual Account Statements showing all of our payments, fund allocations, escrow activity, balances, etc. Combined with denied access to their website and endless time on the phone trying to get information or dispute anything, basically, they kept us in the utter darkness. We believe that all these stratagems on the part of PHH Mortgage have been intentional and for the purpose of defrauding people of their hard earned money, and eventually forcing them into foreclosure. The web is replete with horror stories concerning this company, with many people complaining about being on time with their payments, but somehow or another, PHH claiming that they were late! Hmmm! I smell a big rat here. It seems clear to us now, after very carefully examining our report, that PHH 's strategy is to take your money ( future payments ), place it in a mysterious " Suspense Account '', work your money for interest, and make a hugh profit with it. For additional profits : Undeserved late fees ( {$95.00} per month, in our case ) ; purchase of additional insurances due to policies lapsing as a result of your " late payments '' ; telephone payment fees ( {$17.00} per month ) ; etc. This horrible company paid for our flood insurance twice in XXXX XXXX, to the tune of {$1100.00} each time. They paid our property taxes twice in XXXX ( {$2500.00} mistake ), and we 've never seen a single dollar returned to us in all these years. We ask : How can such a company remain in business? How can this terrible company get away with this for such a long period of time, affecting so many people, and causing so many to loose their homes? By the way : We never chose PHH. Our XXXX loan was " assigned '' to PHH.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-26

CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: PHH has sent us a fraudulent statement regarding our mortgage. They have refused our payments after they received our last trial payment of our loan modification XXXX XXXX XXXX 2016. They also sent us an intimidating and fraudulent Delinquency Notice. We are being harassed by this company.with these threatening notices being sent to us.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-08-23

N San Juan, CA

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: Yes Timely Response

2016-08-22

Phila, PA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

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

Disputed: No Timely Response

2016-08-19

Stkn, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-19

Alexandria, VA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: I am appealing to cfpb for assistance in addressing my experience with PHH. I received a letter from PHH about the decision reached on my loan application denying approval because they could not obtain an acceptable appraisal of the subject property. PHH hired the appraising company and is accountable for the professional work product of their contractor. I am requesting that ALL documentation related to my application and the decisions that PHH made on this matter be provided to me with representation that no omission of documents have taken place. This document request is for both PHH created materials in addition to all external documents that PHH used in reaching its decision. I am extremely disappointment with PHH 's performance and the lack of being willing to engage me with a more expansive explanation than what I received when I called XXXX and then reiterated by XXXX 's supervisor XXXX XXXX upon notification that PHH was not approving my mortgage. Clearly the words on the bottom of their correspondence " If at any time you do not feel that I am providing exceptional service, please call or e-mail my supervisor, XXXX XXXX at XXXX XXXX or XXXXXXXXXXXX for assistance '' are simply a corporate feel good slogan and not something that is practiced and certainly not in my case. I first engaged PHH through my relationship with XXXX and XXXX remains an exceptional service provider to me. Even though I have been an outstanding customer of PHH since 2003 and financed XXXX homes and refinanced one a second time with PHH through my XXXX relationship, PHH has destroyed a meaningful customer/client engagement because of your handling of this matter. In that I immediately engaged another mortgage company for a loan on the same property the day after PHH 's rejection, that company hired an appraisal company, completed a comprehensive review of my application with them and still managed to clear underwriting and go to closing on XXXX XXXX. Same property, same market and economic conditions, same borrower! With this in clear focus I am requesting a FULL refund of all expenses that I paid to PHH because of lack of value in exchange for my money. I did not even receive a copy of the appraisal as stated as an entitlement in your " Additional Information About This Loan '' document. I believe that PHH has failed to act within appropriate legal requirements in my case. I am looking forward to CFPB assistance in receiving an expeditious response.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-19

CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We have other complaints ongoing regarding PHH @ loan # XXXX that are still unresolved. This complaint is regarding the property taxes that are payed with our mortgage payment as terms of our approved loan modification. XXXX paid the property tax payment due XXXX XXXX XXXX. We had our check for the taxes returned from XXXX County with a letter saying the taxes were already paid. The loan was transferred to PHH and they did not pay the XXXX XXXX XXXX installment in violation of the approved loan modification. All trial payments were made on the date they were due. I am attaching a letter from PHH that we are being charged for the taxes in an escrow acct. this fraud. I am also attaching a letter from PHH dated XXXX XXXX th. stating they are honoring the plan when they receive the final trial payment due XX/XX/XXXX.When they wrote this letter the payment had been in their bank since XXXX XXXX XXXX, .over two weeks earlier than the letter .PHH has also sent back our XXXX XXXX payment and all future payments. I have made numerous phone calls to XXXX XXXX with PHH who signed the XXXX XXXX th. to no avail. She keeps telling me to have patience that it will be worked out. I have no confidence in this firm to get this resolve without legal help to protect us. This is affecting our families health and well being.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-08-18

Sacramento, CA

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

2016-08-18

Palos Park, IL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: On XXXX XXXX, I closed a checking account at a bank with the intent of opening a new account with a credit union. As soon as I had opened the new account, I began changing information relating to automatic withdrawls of bill payments. I started with a phone call to the mortgage servicer, Phh Mortgage. I explained to the represenative that I had closed my old checking account, and wished to change the automatic withdrawl information to that of my new checking account. I had tried to do this online, but some strange problem with trying to set up a new password forced me to the phone. The rep informed me this could not be done by phone, that I would have to fill out a form and mail it back. I asked for the form and she said it would be sent out. She informed me that it was already too late to change the information in time for the XXXX XXXX payment, and provided me with a payment mailing address. I mailed a payment which was received and processed on time. On XXXX XXXX, PHH attempted to process the automatic withdrawl using information for the closed account. The payment was naturally refused, and PHH applied a {$25.00} NSF charge to my account. I received a letter to this effect on XXXX XXXX. I called them, and explained what had happened. The representative I spoke to, XXXX, stated that there was no information on thr account regarding the closing of the old checking account. I asked to have the NSF charge reversed. His supervisor denied the request. I should not have to pay for the incompetence of a PHH representative, and I want this charge removed, and an apology from PHH management for the performance of the representative, and the attitude of the supervisor.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-16

Watkins, CO

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-16

Phoenix, AZ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

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

Disputed: No Timely Response

2016-08-12

Mia Shores, FL

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-11

Herndon, VA

Settlement process and costs

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-10

N Hollywood, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-10

Carver, MA

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

2016-08-10

San Diego, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-08

Northbush, NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-05

Reynolds, IN

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

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

Disputed: No Timely Response

2016-08-05

Downey, CA

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

2016-08-05

Carver, MA

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

2016-08-05

So Effingham, NH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage was transferred by PHH Mortgage to a third party mortgage service company without formal notice to me my PHH Mortgage. Complaints and questions were met with a telephone tree of customer service reps with no answers. Further escalations resulted in form letters and evasive conduct by PHH Mortgage.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with monetary relief

Disputed: No Timely Response