PHH Mortgage Services Corporation

2016-06-23

Phenix City, AL

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

2016-06-22

AL

Credit decision / Underwriting

Mortgage: FHA mortgage

Complaint: I had been working with this mortgage broker for over 6 months with a pre approval letter he told me that I qualified for a loan for XXXX. After looking for a home and submitting all the paperwork ad setting a closing date. I do n't get the home that I want. He kept lying to me about my credit, or my debt to ratio, or have n't been on my job long enough.
Company Response: Closed

Disputed: No Timely Response

2016-06-21

Mobile, AL

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

2016-06-18

Absecon, NJ

Communication tactics

Debt collection: Mortgage

Frequent or repeated calls
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-15

Mukilteo, WA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-13

Savannah, GA

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: Yes Timely Response

2016-06-13

Brooklyn, NY

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: XX/XX/XXXX i had a loan modification with XXXX XXXX which i honored, i never miss a payment. Six month later the loan was transfer to XXXX ( XXXX XXXX XXXX ). Upon takeover XXXX unilaterally change the term of the the loan modification from XXXX years to XXXX years nearly double the monthly escrow escrow which trigger default again.When i asked them why the escrow on the property was so high? The answer was check with your city property tax department. I send them the proper tax bill from the City over and over again to prove no dramatic change on the tax bill just to be ignored. For more than 2 years they refuse to apply the proper tax on the loan and show a complete refusal to honor the previous loan agreement. They hold on it and then transfer it to PHH. The new Mortgage servicing company forced me to apply for modification again which result to a denial while the the loan still have close to {$400.00} excess on the escrow account. The reason for the denial was Insufficient income. I confronted PHH with the error on the property tax they correct it without removing the excess accumulated for the pass years nor offer any new agreement .The change on the escrow was just to make me quiet. on the payoff note The escrow is still high as off now. Since i see PHH is moving fast to foreclose wrongfully, i send them a letter explaining the situation with default payment plan agreement proposal with the correct amount owed one month payment according to the plan. They rejected it and stated we can not accept any payment from me. They return the check. Phh makes me apply about 3 times for modification. the end of each cycle was incomplete ( Missing Documents ) I send the same document over and over again. They claim they did not received them. to make sure they can play this deceptive game they no longer receive document by email but only by fax an by mail. We are in the middle of the foreclosure process. The referee ask them to do an escrow analysis and give the reason for the escrow overcharging. The new answer now as of XXXX XXXX is not the property tax but the default.Their lawyer give a whole new explanation stated that " they had to factor in your deferred payment and change the term of your modification from XXXX years to XXXX years because you defaulted on your loan modification agreement ''. A default triggered by XXXX because they refuse to honor the previous bank modification agreement. XXXX Change the term of the loan agreement shorten the term from XXXX to XXXX years and raise the monthly payment. This situation drives me crazy the fear of loosing my home is getting bigger everyday. I feel powerless been used and abuse by those loan servicer using a sophisticated scam to foreclose on my home wrongfully. Now they packed the loan with fee and moving fast to foreclose.In resume XXXX and PHH work jointly one setup the default the other move on to take advantage, steal it by foreclose wrongfully on the property while refusing to honor my original loan modification agreement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: Yes Timely Response

2016-06-13

NJ

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: We were behind in our mortgage for years due to a illness in our family. We finally were able to get help for our son, but the process took it 's toll on us financially as well as emotionally. Once we were able to place our son in a facility where he was able to get the help he needed, now in recovery, we were able to reclaim our lives and get our business back on track. Over the last 1-1/2 years, we have been earning an average of $ XXXX, and more than enough to pay our mortgage. We attempted to modify our loan and over the last 6 months showed the bank, PHH Mortgage Services representing Coldwell Banker, that we had been earning steady income and more than enough to pay our mortgage. Ultimately, PHH denied our application and our home was foreclosed on XXXX XXXX. We sent a certified letter requesting the reason for the denial and have not had a response.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-10

Lucas, TX

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-10

Clayton, MO

Loan modification,collection,foreclosure

Mortgage: Home equity loan or line of credit

Complaint: This mortgage is the second on the property. Due to hardship we are going through a DIL on the property. Process started in XXXX. By XXXX the primary mortgage had approved the DIL but needed the second to be cleared. We had contacted the second mortgage communicating out intentions and filled out the requested paperwork in XXXX and early XXXX. The first mortgage made a settlement offer. I was given verbal confirmation that the settlement was approved near the end of XXXX. An acceptance letter was sent in XXXX. The letter was not the appropriate letter for the situation. It stated that they would take possession of the property, not release the lien, among other things. After much discussion between myself and the two mortgage companies, an appropriate letter was produced. We signed it and notarized it. The first mortgage sent a settlement check near the end of XXXX. The check was " lost '' ( it did eventually turn up 8 weeks or more later ). The first mortgage had to cancel the check and send another. This check was received XXXX XXXX and put into a suspense account. I was told the request for a release was filed around XXXX XXXX and would be completed within 30 days. The first week of XXXX it had not been completed. It had been shuffled through departments and " misplaced ''. I was told that it would be processed as soon as possible. It was sent in for recording on XXXX XXXX. The county returned it because they did not include recording fees. Initially, they were waiting for the returned documents to show up ( which to my knowledge has not happened yet ). After much insistence I was told that a new set of documents were being drafted and sent in. It is XXXX XXXX and this has not happened yet. Main complaints : Every step has taken to the last moment or longer to complete. Settlement acceptance letter was incorrect - should be standard. Emails and phone calls were rarely if ever returned in the " 24-48 hours '' All mailed documents/check lost I have had to follow up with every step to get anything done Recorded documents sent without payment. This should be a standard occurrence and every step has had issues. It feels deliberate or incompetent.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-06-10

NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-09

Fort Myers, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-08

Fort Worth, TX

Application, originator, mortgage broker

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-08

Raymond, NH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage loan began in XXXX of 2016 with the first payment being sent to the original mortgage company of XXXX XXXX XXXX on XXXX/XXXX/16 ( Due XXXX/XXXX/16 ). On XXXX/XXXX/16 PHH Mortgage sent notice to me that they had purchased the loan on XXXX/XXXX/16. Beginning XXXX/XXXX/16 I began receiving 2-4 phone calls per day from PHH Mortgage representatives demanding that I make two mortgage payments immediately. They insisted they were owed the first payment that was due XXXX/XXXX/16 ( which had already been paid to XXXX XXXX XXXX ) as well as the second payment which was not due until XXXX/XXXX/16, 15 days in the future! I explained to your PHH numerous times that the first payment was already paid to the original mortgage company and that the second was not due for another 15 days. I still received 2-4 collection calls every day. On XXXX/XXXX/16 my bank, XXXX, sent payment for the payment due XXXX/XXXX/16 to PHH and it has been confirmed as received. I still receive 2-4 collection calls each day demanding I immediately make two additional payments.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-06-06

Quartzsite, AZ

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-05

Palm Coast, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-04

Pinellas Park, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: PHH Mortgage ( XXXX ) calls every month beginning from the XXXX of the month until the mortgage is paid before the XXXX of each month.My mortgage payment is current, but the calls are incessant from XXXX until after XXXX. I want these calls to stop.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-01

Wallington, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-01

Camp Springs, MD

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-06-01

Murray, UT

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I had an FHA home loan with PHH Mortgage Company until XXXX XXXX, 2016. On XXXX XXXX, 2016, a corporate relocation company acquired my home to eventually settle on the house with private buyers. Therefore, I was not required to make a XXXX mortgage payment. I cancelled my automatic draft online at XXXX ( PHH Mortgage Company ) on XXXX XXXX, 2016 ( Sunday ) but their system took 4 days to load, and I could not call anyone to confirm since they are not open on Sundays. My XXXX mortgage payment automatically drafted {$1800.00} ( and change ) from account. On XXXX XXXX, 2016 I contact PHH mortgage to request a refund because the relocation company paid the XXXX mortgage and has confirmation of doing so. I faxed a formal request that same day and was told I would receive the refund in XXXX10 business days. On XXXX XXXX, 2016 I called back asking for the status since I had not been refunded. I was told that they had send a check in the mail, but that they would contact their cash management group to re-send a check. I was told to call back the next day to ensure this happened. When I called, I was told that I might not be able to receive a refund because my account would become delinquent, and was asked to call back a week later. Finally, after 6 calls, and over 3 hours either on hold or talking with a customer service rep, I was directed to a supervisor. On XXXX XXXX, the supervisor informed me that I can not receive a refund because then my account will become delinquent and will show negatively on my credit report. I explained to them that they have been double paid for XXXX, because the relocation company also has record of paying XXXX 's mortgage payment since they now own the home. It is XXXX XXXX, and they still have not issued me a refund for the overpayment in XXXX, and I was directly misinformed by XXXX of their customer service reps telling me that they had already issued payment to me earlier in XXXX, which I confirmed later on was not true. I also submitted my refund request on XXXX XXXX, 2016 and it took them until XXXX XXXX to review and advise me that they will not refund my {$1800.00}.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-31

Hagerstown, MD

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-31

Charleston, SC

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-31

Fort Washington, MD

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: In a permanent XXXX lien HAMP modification thru Making home Affordable program. Servicer ( PHH Mortgage ) is refused to offer a 2MP modification on the XXXX lien, even after I requested it be done, per Making Home Affordable Directives. Now XXXX lien note ( HELOC ) is in repayment period with a substantial increase at 2.7 times my previous monthly payments. PHH Mortgage services XXXX and XXXX liens and will not answer critical questions submitted in the Qualified Written Request. I have submitted a completed submission package as directed by the Relationship Manager, whereas ; I specifically indicated on all correspondence to PHH, the intent of all submissions are for 2MP implementation. PHH tells me XXXX XXXX owns my XXXX note, but I have proof that it does not own my XXXX note.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-05-27

GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My home is currently for sale and under contract scheduled to close in the next two weeks. My current mortgage company has XXXX in escrow for real estate taxes. I first requested that escrow be canceled and they send me the funds so that I could use them to establish escrow on the new home I am purchasing. They denied my request. I then requested that they subtract escrow off my payoff statement and I never received a response. I explained that I would be contacting the CFPB if we could not reach a mutually acceptable agreement. We originally purchased our current home in XXXX XXXX well before escrow rules changes under Frank Dodd. I couple of years back I requested to cancel the escrow of homeowners and they did that without a problem. This mortgage company is holding my escrow funds hostage and refuses to send the money to us. They said we should receive the funds 15 days after the loan is paid off. How are consumers supposed to set up new escrow? I believe this causes consumer harm. I have have been a customer of PHH Mortgage since XX/XX/XXXX with XXXX separate loans. We have never been late. Not ONCE. As a matter of fact, if you check our payment history we generally pay over the amount due and pay 5 to 10 days early.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-27

Jackson, MS

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response