PHH Mortgage Services Corporation

2016-05-26

Lower Makefield, PA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-05-25

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2016-05-25

Huntsville, AL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-25

Chicago, IL

Application, originator, mortgage broker

Mortgage: Other mortgage

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

Disputed: No Timely Response

2016-05-25

Hollywood, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-24

Oxford, GA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

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

Disputed: Yes Timely Response

2016-05-24

Portland, OR

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-24

Trenton, NJ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: For the past 2+ months, I have, as a volunteer/friend, been trying to assist a friend 's brother with a deed in lieu for his property that is facing foreclosure. His loan is serviced by PHH. Since starting on the process back with the filing of my Letter of Authorization with PHH, PHH has used my phone number to debt collect daily, often twice daily on my personal phone number. And yet, the few times I have tried to reach the deed in lieu area of the mortgage servicing area, I am put on hold for at least 45+ minutes and am given little to no information about the status of his request for a deed in lieu. I have emailed the General Counsel of PHH repeatedly without a response to alert her to serious violations of the debt collections practicing act and the failure of PHH to adequately be responsive to this homeowners needs. Today, after being on hold for over 60+ minutes, the executive office of the President said they could not find my letter of authorization, which at least the first loss mitigation rep, who could not access the notes in the file for a status update, at least could. I find the lack of responsiveness, the sheer lack of professionalism at all levels of this mortgage servicer and their repeated debt collecting on myself on my personal cell phone at all hours of the day and night to be a complete failure of so many parts of their consent decree entered into the NJ AG for failure to loss mitigate, DODD FRANK and the Fair Debt Collections Practices Act. Plus, there should be minimum standards in place for this mortgage servicer to not only answer their phone but to provide substantive and prompt updates on their loan servicing to the HOMEOWNER and HOMEOWNER 's ADVOCATE. WHEN IS THIS EVER GOING TO STOP!!! It has gone on far too long. I GIVE UP. Let the mortgage companies take back all the houses, charge exorbitant rents. Let this scenario run to its illogical conclusion and see where it leads this country. I do n't want to advocate any longer. I do n't want to rage any more. I give up. Take all the houses, all the bank accounts and tax all the poor and middle income you want. Just give this one poor guy his deed in lieu so he can get on with his rehab, start a new chapter and hopefully live and die in peace.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-22

Murray, UT

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: In short, XXXX XXXX failed to disclose essential information regarding loans he procured for XXXX of my rental properties, directly resulting in {$18000.00} in additional expense to me and {$6400.00} in additional compensation for him. In XXXX 2016 I purchased XXXX rental properties with loans procured by XXXX. At the beginning of the financing process XXXX provided me with disclosures indicating that the rates on the loans would be XXXX with XXXX points payable for his commission. I never received any other disclosures. Partway through the financing process XXXX informed me that he was not confident that he would be able to finance me in-house through Axiom Financial due to my income, and encouraged me to switch to a different lender. I reminded XXXX that if he included my wife 's income I would easily qualify for financing with Axiom, but XXXX told me that would not be necessary and insisted that switching lenders was the right choice. XXXX never disclosed to me that the original rates and terms he disclosed would not apply to the new loans. My attorney later informed me that this was a direct violation of Utah law XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. When I arrived at closing I learned that the rates on the loans XXXX procured would not be 4.625 % as disclosed, but 6.375 % and 5.875 % instead. Additionally, the commission owed for XXXX 's services would be XXXX points instead of the XXXX points disclosed ; a difference of {$6400.00}. Also, a pre-payment penalty of {$5700.00} would apply if I refinanced. If I did not close using the loans XXXX procured, I would lose {$7000.00} in earnest money and roughly {$30000.00} due to XXXX exchange restrictions. XXXX was on vacation in Hawaii at the time and was not present at the closing to comment on the matter. I closed using the loans XXXX procured for me and immediately sought refinancing. The first lender I contacted was able to easily refinance me at 4.25 % on both loans ( it was not necessary to include my wife 's income ). I have now incurred {$18000.00} in unnecessary expense due to XXXX 's unethical behavior : {$6400.00} in paid for XXXX 's compensation above what was promised, {$5700.00} in pre-payment penalties, {$1400.00} in additional loan interest due to the rates being higher than the 4.625 % XXXX disclosed, and {$4900.00} in closing costs for the new loans. When I contacted XXXX about the matter he blamed the lender for failing to disclose and refused to refund the additional amount paid for his commission as he is required to do by law. ( My attorney later informed me that XXXX had full responsibility to disclose, regardless of the lender 's actions. ) Since my experience with XXXX I have learned that several of my personal acquaintances have also had negative experiences with him professionally ; at least XXXX of whom is a former client of his.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-22

San Gabriel, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My name is XXXX XXXX XXXX and my mortgage company has recently changed from XXXX XXXX XXXX to PHH Mortgage as of XXXX 2016. I received a mail notification with direct debit payment set-up information early XXXX. I submitted direct debit payment request with a void check from XXXX on XXXX XXXX 2016 and received a confirmation from PHH direct debit solution on XXXX XXXX, 2016 that the payment ( normal monthly payment plus a additional {$500.00} principle ) will be drawn on XX/XX/2016. However, the payment was not drawn on XXXX. XXXX and I was not notified until XXXX. XXXX via mail. Without notification, PHH has already filed a report to the credit bureau which significantly impacted my credit score. I called PHH on XXXX. XXXX and made a payment by phone directly which I was advised the payment went through successfully. I followed up on XXXX XXXX and was notified the payment got rejected for " incorrect account # ''. I was not notified proactively by PHH but had to constantly follow up on the status. I was informed to either submit a payment online or physical check. I did both submission with 1 month payment each, as payment may not go through as expected and to prevent further delay due to PHH systematic errors. The online payment went through though I had to pay a service fee yet the amount of the physical check was not drawn from my account for XXXX days. I called on XXXX XXXX and found out the check was " rejected '' due to the loan was not current. Furthermore I was advised by the collection department that a " foreclosure statement '' has been issued due to the account has over 3 months overdue. I questioned the amount that I submitted online was taken.from my XXXX XXXX account on XXXX XXXX ( submission date XXXX XXXX ). The clerk ( named XXXX ) advised nothing was shown on their system hence I should process phone payment immediately to bring the account to current. I just mailed out another check on XXXX XXXX for 2 months payment of {$2800.00}. In order to prevent overdraft, I had to cancel the check from XXXX XXXX the same day, which cost another {$30.00} fee. I advised the XXXX the account was not working when I attempted to make the payment in XXXX. XXXX advised me the payment should be taken within 24 hours and he will give me a call on XXXX XXXX. XXXX did not give me a call on the XXXX and the payment was not drawn. I called again on XXXX XXXX and finally the " {$2800.00} with {$7.00} service fee '' was pulled from the " incorrect account # '' XXXX XXXX. I am totally frustrated with this newly transferred mortgage company PHH. I never had an issue with the previous mortgage companies for the past 2 years since I started the loan process. My credit dropped from over XXXX to XXXX overnight and I was unaware of the issue. I tried to make XXXX payments between XXXX. XXXX to XXXX XXXX, yet XXXX of them were not successful. I emailed PHH for over 50 emails asking for updates but I was not informed in a timely manner. I called PHH and followed up on payment status as the direct debit payment were setup supposedly on XXXX XXXX and re-activated on XXXX XXXX with un-notified cancellation on XXXX. XXXX and XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-05-20

Stephenson, VA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: No Timely Response

2016-05-20

Natrona Hts, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Untimely Response

2016-05-20

Grover Beach, CA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: We contacted PHH Mortgage, our loan company ( and several others ) to request a refinance of our loan on our primary residence. Our current loan is {$550000.00}, 30 year ARM at 3.5 %. We intend to pay down the loan with cash from a house we sold in XX/XX/XXXX. The new loan would be {$190000.00} for 15 years, and after completion of loan application we were informed that we were locked in at a rate of 2.875 % After several days we did not hear back from PHH, I called to inquire when we would need to provide various documents to complete the loan process. At that time I was informed that due an error on PHHs part the rate did not get locked in and now it would be 3 %. I thought this type of " bait and switch '' practice was illegal, but apparently the practice has not discontinued. Here is the contact info. PHH Mortgage XXXX XXXX ID XXXX XXXX XXXX XXXX XXXX XXXX, New Jersey XXXX Loan ID XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-18

Kansas City, MO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Facts : 1 ) In XX/XX/XXXX I received a letter indicating I had an escrow shortage. I was given XXXX options : a ) make 1 payment with total shortage or b ) spread shortage over 12 months. I chose b. 2 ) I received an email on XXXX/XXXX/16 that my mortgage payment ( including additional escrow ) was applied. 3 ) Today I received an email that a late fee had been applied because my payment has not been received. 4 ) The payment was made per my bank statement. 5 ) The payment was received per email dated XX/XX/2016.. Today I called customer service and they indicated that had my payment but it was suspended and not applied because I failed to 'request permission ' to spread the shortage over 12 months even though my payment reflected the increased amount.. The request procedure was n't very clear in the letter I received in XX/XX/XXXX nor have I ever had to " request permission '' before. The letter clearly stated that I have XXXX options and even provided the new payment amount. I feel the mortgage company is trying to take advantage of its customers and force them to make a late payment even though they have received the on time payment.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-17

Anaheim, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Our mortgage service company was changed from XXXX to PHH. All of a sudden, we received their statement wanting for us to pay more into an escrow account. This is a big surprise. We never agreed on an escrow account. We have been managing our taxes and insurance by ourself and none was late or anything. We have not received any communication from PHH about what happend and why we must pay more into this new escrow account. We used to pay {$2400.00} per month ; now they want us to pay {$3400.00}. This is a big increase we are not prepared yet. We are surprised at this escrow. We will call them ( PHH ). in the meantime, we want to pay the $ XXXX/month. Is it OK? In other words, can PHH force an escrow account on us without our consent? Thanks for explaining to me why is this possible?
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-16

Bellamy, VA

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

2016-05-16

Elgin, IL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-05-13

Fort Washington, MD

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

2016-05-12

Colts Neck, NJ

Application, originator, mortgage broker

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I sought out a new ARM loan to replace and re-finance XXXX existing home equity lines of credit ( HELOCs ) that I have at XXXX Home Loans ( part of Bank of America ). After extensive document submission and responses to other subsequent requests resulting in pre-approval, the Mortgage Officer attempted to mis-sell me a new, never discussed fixed rate loan or a fully amortized ARM meaning principal and interest rather than the Interest only ARM I applied for. Furthermore, the interest rate for the previously never discussed loan facility was to be materially higher ( despite having an interest rate lock in place at a much lower rate ) than my current HELOCs, which are to begin their principal repayment periods in 2016. This clear attempt at mis-selling is obviously intended to have me wind up with a product that is n't right for me and more expensive than my current credit facility and whose sole purpose was to generate fees and additional income to the lender with no improvement in my circumstances. What I applied for and was pre-approved for was : Loan Purpose : Refinance No Cashout Loan Amount : {>= $1,000,000} Occupancy type : Primary The contact personnel at XXXX are : XXXX Mortgage Services | Loan Processor XXXX XXXX XXXX | Direct : XXXX and XXXX XXXX Mortgage Services | Centralized Sales | Consultant NMLS # XXXX XXXX ext. XXXX | Fax : XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-11

Philadelphia, PA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: My financial hardship started in 2015. I contacted my mortgage company and they have been requesting for the same documents over and over again for the past year. It has been a nightmare and has caused my medical condition to get worse. I have provided my documents on a timely fashion and have yet to get a final response.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-11

San Leandro, CA

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

2016-05-09

Duncan, NC

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-06

CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We have ( had ) a mortgage with XXXX acct. # XXXX which we were behind on applying for a modification which was denied. We were told that if we made XXXX payments by XXXX2016 that we could take XXXX & XXXX to catch up. We made XXXX payments in XXXX. In the mean time the loan was sold to PHH Mortgage. They have sent us many letters warning of foreclosure. Also statements not showing our payments to XXXX. Now they are refusing to accept a payment they received XXXX2016. Also a letter saying the are expediting foreclosure on our home. I am attaching cashed checks to XXXX and also our check to PHH Mortgage Acct. # XXXX which they say they are not accepting. I am sending the statements that are in error.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-06

CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We had a mortgage with a company named XXXX acct. # XXXX. We have an approved loan modification with them. They sold the mortgage to a company named PHH Mortgage. PHH is not accepting the loan modification. They sent us a check for the amount of our first trial payment to XXXX. XXXX cashed our check for the first payment.We are attaching a copy of that check as we have not deposited it as we are not accepting it. Why would XXXX cash our check for the payment then sell the mortgage and the new company not accept the terms of the modification. We have filed a complaint on XXXX # XXXX.We are now filing this complaint on PHH Mortgage . We are not acceptiong the check from PHH as we have an approved modification plan and have complied as the terms specified. We have sent our second payment to PHH as specified by XXXX. They still have not cashed our check which we have a signed receipt that they received it on XX/XX/2016. PHH Mortgage has sent numerous letters ( approx. XXXX letters ) of impending foreclosure, this is very stressful to say the least. It is harassment to spend as much on trying to straighten this out and get nowhere. I have many hours on this that I could be working to make money to pay the mortgage. CFPB guideline are being ignored in this. My wife 's health has been affected as well as mine. My business has suffered as I am spending hours on this. I the new PHH Mortgage account # XXXX. I am attaching the signed and approved loan modification, a copy of our check to XXXX for the first trial payment XX/XX/XXXX, a copy of our check to PHH Mortgage for our second trial payment due XX/XX/XXXX they received XX/XX/XXXX, letter from XXXX saying to make payments to PHH Mortgage which is also Mortgage Services I guess. Sending letters from PHH threatening foreclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-05-06

Sierra Madre, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I prepaid on my mortgage account ( my payment was sent on XXXX XXXX, 2016 ) to be used toward my XXXX XXXX, 2016 payment. PHH mortgage used that money toward my principal, and then proceeded to send me a late statement stating that I had n't paid my mortgage for XXXX XXXX, 2016. When I complained they " refused '' my claim, and my principal has been docked, along with my credit being affected. When I contacted PHH Mortgage, they stated that they could n't fix the principal amount because they sold my loan. I want PHH Mortgage to be held responsible for the amount that my principal was " docked '' because I had a " late payment. '' I spoke with XXXX XXXX at PHH, who told me that he could n't help me, nor could he forward my complaint to anyone.
Company Response: Closed with explanation

Disputed: No Timely Response