PHH Mortgage Services Corporation

2016-08-04

Havertown, PA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2016-08-04

Federal Way, WA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I am concerned that I am not being treated in " Good Faith '' by my mortgage company, PHH Mortgage, in my efforts to apply for Loss Mitigation Assistance. In XXXX XXXX circumstances developed that resulted in a significant decrease in my income and I was unable to make my regular mortgage payment. The hardship appeared that it was going to exist for 6 months to a year. I initiated application for the Home Assistance Program offered by my mortgage company, XXXX. The completed documentation was sent to my case manager, XXXX XXXX XXXX on XXXX XXXX, XXXX. In a subsequent phone conversation she confirmed receipt of the information and that the submission appeared complete. My mortgage was acquired by PHH Mortgage, effective XXXX XXXX, XXXX. I received documentation from PHH that my Loss Mitigation Financial Package was received, dated XXXX XXXX, XXXX. The documentation also advised me that my new case manager was XXXX XXXX XXXX and included a request that I complete a new application and submit similar documentation to that they had received from XXXX. I tried calling and writing to XXXX XXXX, but I received no response to my voice messages or letter. I submitted the requested documentation via Priority Express Mail on XXXX XXXX, XXXX. I subsequently received letters and a phone call from another individual in the department requesting additional documentation in order to complete my application. I also received a Notice of XXXX to Foreclose on XXXX XXXX, XXXX. The requested information was sent to XXXX XXXX via Priority Express Mail on XXXX XXXX, XXXX. I then received a document reporting Loss Mitigation Financial Package Received, dated XXXX XXXX, XXXX. A notification of Reassignment of Case Manager, dated XXXX XXXX, XXXX was the next letter received from PHH Mortgage. My new Case Manager was identified as XXXX XXXX XXXX. A letter from XXXX XXXX, dated XXXX XXXX, XXXX, indicated my application was incomplete and requested that I provide new additional documentation. The sending of documents receipt of new letters requesting further new additional documentation and reassignment of new case managers has continued since then. I have received documents that have indicate my account is being forwarded to an attorney to begin foreclosure proceedings and another that I am being offered a Trial Payment Plan ( that seems to have no relationship to the terms of my actual mortgage and is actually more than my normal monthly payment ). I have been advised my application is complete and then incomplete and assigned XXXX new case managers since XXXX. Voice messages left for case manager are not returned. The one time I was able to talk with a case manager, the information I was given was incorrect. On XXXX XXXX, XXXX I contacted a HUD counselor, XXXX XXXX XXXX from the non-profit organization XXXX XXXX for assistance in working with PHH Mortgage. On XXXX XXXX I received a call from XXXX XXXX XXXX who identified himself as my new case manager and that his number was XXXX XXXX XXXX. His primary concern was that I take action promptly to make use of the Trial Plan Payment that I had been offered. I asked what documents were required to complete my Loss Mitigation Financial Package application and he basically advised that a completely new application needs to be submitted. On XXXX XXXX, XXXX I received another request for additional information and on XXXX XXXX, XXXX I received XXXX Reassignment of Case Manager notifications. The one date XXXX XXXX, XXXX identifies XXXX XXXX XXXX and the one dated XXXX XXXX, XXXX identifies XXXX XXXX XXXX. I am currently working with XXXX XXXX on preparing the necessary documentation to move forward in attempting to work with PHH Mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-03

Lenexa, KS

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

2016-08-02

Wrentham, MA

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

2016-08-02

Derwood, MD

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I requested all the documents including my credit file and emails from PHH Mortgage on my loan a few weeks ago. When I did not hear anything after a week I called and spoke with someone in the Office of the President, XXXX XXXX. XXXX XXXX sent me a secure email with my application from XX/XX/XXXX attached but stated they ( Mortgage Services ) did not keep emails and that she could not release to me a copy of the credit report from XX/XX/XXXX with my file I would have to contact the credit bureaus. Looking back and previous mortgage XXXX as supplied with a copy of the credit report. The credit report from XX/XX/XXXX I am seeking proves I do not owe a loan XXXX XXXX XXXX is fraudently trying to collect from me and has placed my home in foreclosure because I refuse to pay them. PPH Mortgage sold my loan to XXXX XXXX and only services it but they have the paperwork which proves my claim that I did not reuse a loan opened in XX/XX/XXXX. I believe they will not provide me with the emails ( everyone keeps emails ) and the credit report because XXXX XXXX has made up documents and this will prove it. My complaint is why are they not required to provide me with the forms and emails I requested as I am sure they are part of the file.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-29

Collinsville, IL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-29

Gloucester City, NJ

Loan modification,collection,foreclosure

Mortgage: Home equity loan or line of credit

Complaint: For the past 2-3yrs My husband and I have been trying to work with PHH Mortgage to modify our home equity loan. We are both XXXX and our request was to bring our recently increased payment back down to interest only payments, which we could afford. We requested this action until we got back on our feet. PHH assured us it would n't be a problem to make such a request. At the time we were current on our payments and did n't want to fall behind. They stopped us from making payments after we fell behind from continuing to make the interest only payments while we worked with them. PHH has drawn this process out for over two years. We have been in a vicious cycle of sending and resending forms. Every time we send a packet they claim it 's incomplete. Once we resend the " missing forms '', they claimed that others are expired, we redo those and of course something else is missing. They 've also claimed that we had encoded our emails when we 've been sending emails all along - and now suddenly they 're 'encrypted '. We have gone through this for over two years with them, and at no time has PHH ever competently served our needs. Meanwhile our debt with them is skyrocketing. I have sent our 2015 taxes to them, as a resend, twice in XXXX and twice in XXXX. I am waiting for them to tell me once again they did n't receive it. We have used fax, XXXX, US mail, XXXX and scanned documents to them. It does n't matter how we send them, they never have a complete packet, which is what 's needed to process our modification and avoid foreclosure. During this time we have had XXXX case managers assigned to our case and of course each time they change we have to start over because they ca n't find some needed form gone missing. I had XXXX supervisor who promised to help me and now she no longer works with the company. Now they are threatening us with foreclosure which they said would n't happen as long as we are working on modification. They have put us an additional {$1000.00} in debt and I ca n't help but feel it 's all been a scam. Our family is suffering, my marriage is suffering, they have caused such stress and strain on our lives. I have been losing my hair, sleep and just overall health from the stress of being potentially homeless. What i thought would be a simple process has turned into a nightmare brought to us by PHH Mortgage. We never chose PHH, they were thrust upon us. We have no recourse with PHH, the reps get mad and yell at us. They blame us for their incompetence. We send what they asked for and they send an email saying that they have received it, and then they " lose it. '' I could not believe it, when I asked how we could ever complete our packet if papers keep getting lost, our new worker XXXX XXXX, replied in a very nasty tone, " If you people could do what your are supposed to do we could move forward ''. I told her we have been very careful and the increasing debt is our motivation. She sighed and asked if there was anything else she could help me with. I asked if I could bring a packet to them and her answer was : " Do you live in Maryland? '' followed by a firm NO. There treat us so badly. The packet has to go to an office in Maryland and Maryland scans the forms to PHH here in New Jesery. Just yesterday I sent the 2015 Taxes again for the XXXX or XXXX time. It seems they want us to lose our home but not until they increase our debt. I should mention that although the house is in both my husband 's name and my own, I did n't sign for the Home Equity Loan. The Loan is in his name and I did n't give permission to execute a loan on this property and we have equity at risk. I would appreciate any help you can give. They are bad people and based on reviews, have hurt a lot of people. Thank You
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-28

Roseburg, OR

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-27

Bridgeport, CT

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

2016-07-27

Seattle, WA

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

2016-07-26

Santa Fe, NM

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XXXX XXXX wrote a mortgage to me for purchase of a home, then assigned servicing responsibilities to PHH Mortgage services. I changed the mortgage date on their website from the XXXX to the XXXX, but the website said that this would have no impact on the XXXX payment. I called PHH to attempt to fix this twice, and both times they said that they have no capability of changing the date for the next collection if the request is made after the XXXX of the month before. I will remind that this is not a technical limitation because the actual speed with which the systems responsible for this process talk to each other is 300,000 kilometers per second, or about 6 orders of magnitude faster than their stated capabilities. Also, as a XXXX XXXX, I can state that dealing with any software issues could be done by a single developer in half a day. This problem exposed a far deeper problem, which is the lack of ownership. PHH has no motivation to provide good customer service because the ultimate customers are never consulted in account assignment. Why fix a problem if it 's cheaper to force NSF charges and then collect the revenues?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-25

Yeagertown, PA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I am emailing you in hopes that I can get some resolution to some problems regarding my mortgage with PHH Mortgage Company which was supposedly " modified. '' I am confused with the status of my loan and why my payments are being rejected. I also have not received reversal of funds checks that have been issued. I have even asked that they be reissued and sent certified but have yet to receive any of them. When I pull my account up online it shows that there have been a total of XXXX " Reversal of Funds '' transactions on my account totaling {$1300.00}. I have only received checks for XXXX of these transactions totaling {$92.00}. I have also attempted several times to make payments and the funds are returned to my bank account. The most recent account if refused payments occurred XXXX XXXX when a letter was issued to me from my bank that my payment of {$3000.00} was returned for " refused payment. '' The {$3000.00} plus the {$1200.00} ( {$1300.00} - {$92.00} ) would bring my account current. I attempted to email this concern to XXXX XXXX my " account manager '' but the email was returned to me that her email address was not found although I was replying to an email address which had worked with previous correspondence. If A new account manager has been assigned to this loan, I have yet to receive any correspondence from them or about them. The only calls I receive from XXXX are from the generic collection department ( whom I have spoken with several times ) and they have never addressed my concern with the missing " reversal of funds '' checks. I am then transferred from person to person without any resolution. I have asked on multiple occasions to have statements mailed to me but I have not received them either. I am very frustrated and now concerned that my XXXX children and I will not have a place to live soon as I received a letter recently regarding foreclosure. I would think that as an " account manager '' it would be their jobs to help guide people and monitor accounts for issues like those I mentioned above but I have never received more than a letter with her name and phone number on it. Clearly I have made efforts to make payments on the account yet no explanation or ways I can resolve the issue are ever communicated to me from PHH Mortgage. I would not even know until I logged back into my bank account that a payment had been returned if it were not for my bank sending me a letter. I feel that my case has been handled extremely poorly and now I am in danger of losing my home due to poor management of my account. Quit frankly if this is how all modification processes are managed, I do n't see how anyone can successfully have their loan modified. The mortgage is in my ex-husband 's name. He previously authorized me on the account so that I can discuss matters regarding the account however every time I call they can never seem to find that authorization. I was awarded the home in the divorce decree. I sent an email regarding the above issue to the customer service department on Friday XXXX/XXXX/16. I received a response late afternoon on Monday XXXX/XXXX/16 saying that they do not have acces to my information and that I need to contact the Foreclosure Department. I was given yet another toll free number and extension to a department. They did not forward my concerns to the correct person. They are just sending me to another generic call pool.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed

Disputed: Yes Timely Response

2016-07-25

PA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: My home was listed for sale, a Coldwell Banker real estate client made an offer, went contingent and now has a pending sale. The Coldwell Banker agent sold the buyer that going through Coldwell Banker Home Loans ( mortgage lender ) would be quickest and easiest. The offer was made on XXXX XXXX with a close date of XXXX XXXX. That day has come and gone. The buyer has been 100 % cleared to close on his financial but Coldwell Banker Home Loans has an issue with the Lane the house is on. This issue arrises just two days before closing, they are questioning the maintenance of the lane. The realtor has been to the house with the buyers 3 times and the buyer 4 times. The Lane has always been a " private lane '' and the bank and real estate agent were aware from day one. The buyers were all packed and ready to go to closing on XXXX XXXX. They have XXXX small children and a dog and we found out we were not closing at XXXX ( just XXXX hours before closing ). The home is located on a " private lane '' and when I say private, I mean there are XXXX occupied houses directly off the XXXX mile, paved/gravel lane, there are XXXX cars that utilize the lane daily, it is extremely well maintained. Its the only way in and the only way out. The Lane is in a populated area off a XXXX In XXXX, a deed was filed with the XXXX County Courts stating that the Lane will be a right of way to access all properties and will be maintained by current residents, aires and successors. The house in question is # XXXX of XXXX on the Lane. Apparently, Coldwell Banker Home Loans ( CBHL ) is creating a " what if '' situation and holding up the sale of this house. CBHL is trying to create a Home Owners Association, bully the buyer and neighbors. There excuse is " IF '' the buyer defaults on the house and does n't maintain the Lane and the neighbors do n't maintain the Lane, they may not be able to access the property. They want all of the neighbors to commit to the exact maintenance of the Lane. How much time they will commit, who will manage it, who will plow and salt, gravel, etc. This is an absurd request and they are abusing there power as a lender. The Lane has not and will not ever become impassable for any reason. I bought this property in XXXX and XXXX never even questioned the Lane. CBHL is sending an appraiser out to look at the Lane, however, he 's on vacation until Wed, XXXX XXXX. There is not and has not been any sense of urgency in this matter and they do n't care that this family is homeless at the current time. CBHL needs a reality check! I have done an addendum to the Sales Contract and the buyers have singed it and agree 100 %. If CBHL does n't give the buyers a clear to close by this Thursday, XXXX XXXX at XXXX, the buyers are to apply immediately with XXXX. I am in direct contact with the buyers and they are just as angry and I am. CBHL is taking peoples lives and recklessly destroying what should be a semi pleasant process for families. They need to be held accountable to process loans in a timely manner. The buyer did his part and as approved on his financial. CBHL is playing games and could careless about the family.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-23

Del Rio, TX

Communication tactics

Debt collection: Mortgage

Frequent or repeated calls
Company Response: Closed

Disputed: No Timely Response

2016-07-23

CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: We have already submitted a complaint against PHH. It seemed to be worked out but after a letter, which I will attach, from PHH saying they are honoring our loan modification they have refused our XX/XX/XXXX payment which is the first payment after the 3 trial payments which were all made on time and cashed, the first trial payment was to XXXX due XXXX XXXX made on time and cashed by XXXX, XXXX XXXX XXXX 2016 and XXXX XXXX XXXX trial payments to PHH made on time and cashed by PHH on time. I am attaching proof of the trial payments. PHH sent back our XX/XX/XXXX payment and sent a letter of Defaut and Accelerate Forclosure Notice. I am attaching the letter refusing our XX/XX/XXXX payment. This is very distressing to say the least. I have called PHH XXXX XXXX Liason office of the President XXXX ext. XXXXand she stated there must have been a mistake and she would check into it. I have not had a response and have called back and left a message to call me. The check was refused by XXXX XXXX XXXX ext. XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-07-22

Harrisburg, PA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

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

Disputed: No Timely Response

2016-07-22

Jacksonville, FL

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

2016-07-22

Philadelphia, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-22

Mount Holly, OH

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: Lender sent personal tax info including SSN, signatures, and full contact information to me via unsecured email
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2016-07-22

PA

Credit decision / Underwriting

Mortgage: FHA mortgage

Complaint: Was given a closing date of XXXX XXXX, 2016. XXXX XXXX came and we were notified that closing that day would be impossible due to underwriting issues. This was fine, after we were notified we talked to our loan processing rep XXXX XXXX. She told us that worst case scenario the closing would be by XX/XX/XXXX. After been given this information my husband and I took a week of vacation for the week of XXXX XXXX. On XXXX XXXX the last business day before our closing we were notified that closing would again be pushed back. At this point we contacted XXXX 's Supervisor XXXX XXXX, he assured us that worse case scenario the loan would be complete and we would be able to close on XXXX XXXX. Well it is now XXXX XXXX and at about XXXX we were contacted by our loan specialist XXXX letting us know that now we are looking at closing on XXXX XXXX. This is ridiculous. Not only has my family been living out of packed boxes since XXXX XXXX but my husband and I both used a week of vacation to make sure we would be off to move. Not only have we wasted a week of our vacation but we are constantly be strung along with these false expectations of closing dates that come and go and we are n't notified until the business day before that the actual closing date will be pushed back again. We are due out of the current place we are renting XXXX XXXX, if this closing gets pushed back even further I will owe for another month of rent.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-21

Gastonia, NC

Settlement process and costs

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-21

Phoenix, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-20

Blue Hill, AR

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

2016-07-20

Bitter Lake, WA

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

2016-07-20

Lathrup Village, MI

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response