PHH Mortgage Services Corporation

2016-05-06

Key Biscayne, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: PHH Mortgage paid the wrong amount for our flood Insurance. The difference in the cost was $ XXXX year. The first time I called the representative lied to me about them getting the same copy of the bill as I got. My insurance provider told me that, " No they got a copy of the same bill. '' After a few phone calls PHH paid the {$17.00}. The {$17.00} was for {$7800.00} in more coverage. Because their paper work is always behind they sent me a bill to make up the {$7800.00} difference with another insurance company called XXXX XXXX XXXX XXXX. Their rate for the {$7800.00} was {$70.00} per year. That is almost 4 times what should have been paid. I found an article on your website dated XXXX 2014 about them getting Kickbacks on Mortgage Insurance. I am concerned that they may be now trying to make money off of Flood Insurance. Their Book Keeping is terrible. Their corespondence is also terrible. Their letters have dates that are 5 to 8 days earlier than the post mark date on the envelop. So where did the letter sit for all of those days? Are they making money off their innepness? They will only take mortgage payment electronically. Every other payment has to be sent by mail. Then the posting date is again a day or two later. It seems that one department does n't communicate with the others very well. I have been passed from one department to another during a single phone call. Then they argue with the information I got from the other department. They seem to lag behind each other with current information. All this seems to me like they are purposely slow to make a profit off of their customers!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-05

Durham, NC

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-05

VT

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-04

Carrollton, MD

Loan servicing, payments, escrow account

Mortgage: VA mortgage

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

Disputed: No Timely Response

2016-05-03

Ladies Island, SC

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: Due to accounting errors with PHH Mortgage, my account was erroneously placed into foreclosure I have obtained an attorney and have made numerous, concerted efforts to work out the issues through mediation and have provided both a deposition and a loan modification request. The loan modification was mailed - with delivery confirmation - on on XXXX/XXXX/16 and contained all requested information. There was no response to the loan modification request. On XXXX/XXXX/16, I received a " Notice of Sale '' for my property, with a sale date of XXXX XXXX, 2016.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: Yes Timely Response

2016-05-02

Phenix City, AL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-02

Staten Island, NY

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-05-01

Gloucester City, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: IN 2015 escrow analysis the servicer ignored the prelim and actual tax assessment from the township creating large underpayment to escrow. Upon the next year escrow analysis the escrow payment is drastically increased per month due to previous years underpayment. I erroneously made the same payment I was making but within two days made up the difference. The differential payment was made well ahead of the grace period. I continued to get late notices since then because the partial payment was applied to principal and not my monthly payment so my principal has been paid down but I am now considered to be behind by a month. Fortunately I was in a position to withstand this dramatic monthly increase in my payment but even I will be adversely affected if I need to make an extra full mortgagee payment to correct their numerous errors. I brought this to their attention but they responded by ignoring the discussion on the phone where they agreed there was an error on their part.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-29

Auburn, AL

Disclosure verification of debt

Debt collection: Mortgage

Not given enough info to verify debt
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-29

Magnolia, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Good Afternoon, I sold my home on XXXX XXXX, 2016 and PHH Mortgage still had {$4700.00} in my escrow account. I checked my account online and it showed that all escrow funds were disbursed to borrower on XXXX XXXX. 3 weeks ago I called PHH to inform them that my disbursement check had not arrived yet. The representative stated that she would expedite mail me a new check. 2 days ago I called again to find out the status of my check and was told that they have not issued a new check yet and would expedite a new one. In the last 6 years living in Texas I have experienced only XXXX situations where mail got lost and in both cases it was mail from PHH with large value Escrow funds checks ( this occasion and when I sold another house about 3 years ago ). I find this to be an extremely implausible and unacceptable coincidence that should be compared with other consumer reports.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-28

El Portal, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-28

MN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We had mailed our mortgage payment well over two weeks prior to the due date. However they never cashed the check so we called and made a payment plus the fee for paying over the phone. Because they had not recieved the check. However the next day they cashed our check. When we called them and asked why this happened they said that it was in pending when we had called yesterday. We requested that we get a refund for one of the payments we have bills that need to be paid. They said they can refund it it with a written request. So we faxed the request immediately over and were expecting to recieve our refund in 3 to 5 buisness days. We never recieved a check. Now our mortgage is due again we called asking when our check would come in mail because we are mailing the XXXX 2016 check today. They responded that the extra payment was applied to principal that they never recieved our written request. Yet our fax machine sends a confirmation when a fax goes through. Now we also found out that they have not been sending the appropriate amount due it was not showing the money needes in escrow. The ethics of this company does not seem to exist. Sadly we are only on month two of our 30 year loan.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2016-04-26

Cotopaxi, CO

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: PHH Mortgage is repeatedly saying they did n't get my payments, it 's been happening since fall of last year. I mailed in a {$2700.00} in XXXX to catch up what they said I was behind and an {$850.00} check for XX/XX/XXXX 's payment. They sent back XX/XX/XXXX 's payment, which I mailed in XX/XX/XXXX. I received it back on XXXX XXXX, 2016. I called, told them they were n't getting late fees for sending it back, I copied it and remailed it within a week. I mailed XX/XX/XXXX 's payment in on XX/XX/XXXX, I mailed XX/XX/XXXX, late, on XX/XX/XXXX. The day after I mailed XX/XX/XXXX 's payment in, I received XX/XX/XXXX 's back again, saying that it did n't cover what was owed. XXXX XXXX, 2016, I mailed a check for {$3600.00}, covering all of XX/XX/XXXX through XX/XX/XXXX, less late fees since I have sent in the payments. As of today, they are claiming, AGAIN, that they did n't receive the check. I have tried contacting them via email about the check, I was told to call collections and make payment arrangements. I have paid! They are destroying my credit with their poor handling of their business. I can believe that MAYBE one payment does n't make it, but several? I am fed up!!!!! I tried to make a one time payment online today, it would n't let me. I get the run around. I think they are taking advantage of a XXXX, I am almost XXXX years old and have a VA loan.
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

2016-04-25

Topeka, KS

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-25

Topeka, KS

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: PMI insurance should be coming off loan
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-22

Petaluma, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-21

La Vernia, TX

Application, originator, mortgage broker

Mortgage: VA mortgage

Complaint: The lender we used to close on our home mislead us in the closing process. They continuously gave us the runaround and the final numbers on the closing disclosure were significantly different from what the lender told us in the beginning. The lender overlooked several items causing multiple delays in the closing process. We did not see the final closing disclosure until we walked into the title company. I would not recommend Coldwell Banker Mortgage to any of my friends and family. This was the most stressful financial transaction I have ever made.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-21

Bremen, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We discharged A Mortgage in a Bankruptcy in 2007 with PHH Mortgage in 2007. We never reaffirmed the Mortgage. The Mortgage company has placed an adverse action after 5 years later on my credit when they proceeded on a short sale to dispose of the property.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-21

Harrisburg, PA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Fell behind in mortgage payments due to extended period of unemployment, and theft of personal assets. /worked with ERA Mortgage and was approved for a loan modification. We declined it because it was too expensive. We reapplied, met all deadlines with time to spare, I checked with them two times by phone, spoke with at least XXXX different case managers who advised all information was received and they would process the paper work accordingly. Then a two or more week black-out period happened during which time we ( my wife ) repeatedly called them. Finally, after the deadline, they called me last Friday about supper time saying this was a courtesy phone call to advise us we had failed to provide the required information and therefore our request could n't be considered and the house would go for sale at the sheriffs sale Thursday XXXX/XXXX/16. Whether the mortgage company is full of bunk, doing this on purpose or if they 're sincerely in error ; they are in the wrong and this is n't right.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-21

WI

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: The problem has been solved and we need no additional resolution. We want the issued documented in order to assist others who are experiencing difficulty with PHH and to help bring change to a company that does not demonstrate adequate customer service. We appreciate this opportunity to share our story. In general, we received abysmal customer service from PHH. PHH 's continual errors forced us to see that it would be in our best interest to stop escrowing tax & insurance with them and to be responsible for our taxes and insurance ourselves. At XXXX point, I feared retaliation from them for repeatedly complaining to them and feared another mistake made by them where I would have to deal with what they call the " customer service '' department. Trouble started early in the loan application process. First they rushed us papers telling us to get them back to them in a few days. Then they wanted more papers, because they did n't send the right ones the first time. I then enlisted the assistance of my wealth management team and double checked with them to be sure that I had the correct documents. We had planned to go out of town and supposedly the closing was to occur before our leaving. After several days, I emailed XXXX, the PHH loan processor, asking her if closing was going to happen before we left. Her response was to tell us we needed to send more papers to her, more documentation. ( I wonder what would have happened if I had n't asked how things were going? ) Again with assistance from my wealth management team, the loan did eventually close before our trip. Things got worse from there. Last year ( XXXX ), PHH did not pay the XXXX taxes! We got a note from the local tax collector telling us we were delinquent and that there was a penalty and interest added to the tax bill. After several phone calls and, once again, assistance from our XXXX XXXX team, the tax bill was eventually paid, with PHH paying the interest and penalty. This year ( XXXX ), PHH wanted to increase our escrowing by $ XXXX month even though our taxes and insurance did not increase a penny. This was a year old loan. How could such a miscalculation occur? It was at that point we decided to escrow our own taxes and insurance. PHH provided no customer service with our requests. Instead, PHH 's continual errors forced us to see that it would be in our best interest to stop escrowing tax & insurance with them and to be responsible for our taxes and insurance ourselves. PHH 's bad customer service in trying to procure from them the necessary paper work to obtain our goal of being responsible for our own taxes and insurance included multiple promises made by PHH through phone conversations with our XXXX XXXX team and me that been broken. These contact dates have occurred on or about XXXX XXXX, XXXX, XXXX. Broken promises include : not returning phone calls from a supervisor-as promised ; directly stating that those necessary forms are being mailed " today '' ; " this should not be a problem '', and failure to mention approval was needed by XXXX to stop the escrow. In addition to those previously listed phone calls, on XXXX I emailed PHH through their website 's offering of " Contact Us, '' briefly stating what we want. Eventually, with the assistance of my wealth management team I was able to reach a resolution, even though they never sent us the necessary forms until after they issued us the check for our escrow balance.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-19

Ft Belvoir, VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-19

Hudsonville, MI

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-18

Firestone, CO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-16

CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: This is regarding a complaint that I filed on XXXX/XXXX/2016 regarding my loan servicer PHH Mortgage. I have spoken with them on numerous occasions and have stated that I am still being sent bills for double the amount that I owe on my mortgage. I have not received any response from CFPB and following up to see when I might expect an email. I have never been late on a mortgage payment in my life and PHH has been paid up to date.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-12

Rochester, OH

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response