PHH Mortgage Services Corporation

2016-02-02

Fred, VA

Disclosure verification of debt

Debt collection: Mortgage

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

Disputed: No Timely Response

2016-02-02

Orange, MA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-02

VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have had problems with PHH Mortgage crediting my payments since they took over my mortgage loan. I have called to sort out the issues on several occasions to no avail. They are currently harassing me for non-payment when I am actually at least 1 month AHEAD in my payments not to mention I pay a little extra to equity each and every month. They are charging undue fees and marring my credit because of their poor bookkeeping. I need a full accounting of my account, any and all fees/charges refunded immediately to my account and my credit restored to any and all reporting agencies.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-01

NC

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I entered into a 4 month trial mortgage modification in XXXX 2015. At that time I paid a reduce of amount of mortgage until the end of the trial. At the end of the trial I was offered a 40 year mortgage, which I refused. I was told at the time of the modification if I did not choose to permanently modify, my mortgage payment would go back to the original amount. However, I found out a month later that I was charged the difference, which meant I was a month behind in a mortgage payment. I WAS NEVER LATE. Now, I am paying a higher mortgage to make up the difference and they are reporting me late to the credit bureau. It is not FAIR!
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-31

MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: PHH, from XXXX, NJ has been our mortgage company since XXXX. We have never made a late payment nor missed a payment. In XXXX we refinanced with them to get the HARP rates. All was fine until early XXXX XXXX. We started receiving calls from foreign reps saying we were behind on our payments and they were willing to take a " courtesy '' payment over the phone. We knew we were n't behind and thought it was a scam, but then we started getting notices in the mail that we were in default of our loan.. I called and after a very confusing conversation with a foreign person I had a hard time understanding, was told we were {$73.00} short in our escrow account for our taxes. We did not think this was accurate, but immediately sent in the extra money, which they received on XXXX We thought that would be the end of the problem, but the calls and letters have continued. I went to their website to check our account acitivity, and also checked our online banking, to make sure all payments were made and received by this company. They were, all received appx 8-10 days before the due date, which is always on the XXXX of the month. Once I checked on our account activity, I realized that they had taken the payment they received on XXXX and applied it to the XXXX payment, despite the fact that they had already recieved that payment on XXXX XXXX, XXXX I have now pointed this out to every rep that has called, they look at it, agree with me that the mistake is theirs and tell me they have put in a " request '' to fix the error.. But no one is fixing this error.. We are now receiving notices that a late fee has been added to our account. I have sent this company every copy of documentation I can think of proving that we have never made a late payment, nor missed a payment, and the mistake is theirs, not ours.. I have also contacted them by email to tell them the late fees added to our account is incorrect and needs to be removed, sending them information on where the problem occured ( with the payment they received on XXXX ). Today I received a letter by mail informing me that after " carefully reviewing our account, they have determine the late fee was added correctly '' .. How can a mortgage company be this inept? After about 4 weeks of dealing with them, being told they will fix the problem over and over again only to then receive more calls and letters, we are not only stressed out, but seriously concerned about where this is headed.. There are hundreds of complaints about this company online, stories very similar to ours, with people being forced into foreclosure ... We are a senior couple and have never dealt with such an inept mortgage company in our lives! On top of all this craziness, it appears we did n't even have an escrow shortage to begin with. This company paid our winter taxes on XXXX/XXXX/XXXX but they were not due until XXXX..They paid our summer taxes just 4 months prior, so it is n't that they pay taxes early on a regular basis.. Our taxes are due 6 months apart.. If they had paid them when they were due, there would have been more than enough money in our escrow account to pay them. It appears to us that this company purposely paid our taxes early in order to create this situation, where they are now telling us we are late on our payments and threatening us with default of our loan. We want this straightened out ASAP before this company destroys our excellent credit rating, which we have worked hard to maintain our entire lives! Not to mention we just simply are tired of the harrassment and stress.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-30

Arlington, VA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I am behind on mortgage payments to PHH Mortgage. I am in the process of refinancing and requested that the company accept 2 months payments to avoid foreclosure. I have spoken with several agents via phone who refused to process anything less than 3 months worth of payments. In fact, they threatened to return such payments if they were sent. I have sent 2 months of payment ( XXXX x {$1400.00} = {$2800.00} ) in USPS money orders with the following serial numbers : XXXX and XXXX - for XXXX 2015 XXXX and XXXX - for XXXX 2015 These were sent via certified mail : XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-29

TN

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: I was mailed instructions on paying my mortgage off early. We decided to wire the money in an account that the mortgage company provided. Our bank follow the instructions and wired the money. Three days had pass and I check the balance on this loan. The money was n't posted to my account. So I call the mortgage company. Their call center is in the XXXX. They submitted a research on this wire and never call back. At first they say we enter the wrong account number on the wire. Our bank checked with XXXX XXXX they told us the wire was in the right account. They will not return the money, that PHH needs to pull the wire. This has been going on for over three weeks and the mortgage company will not talk to us or returns any phone calls. We keep getting the run around. Where did my money go?
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-28

Rochester, OH

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I refinanced my FHA loan in XXXX XXXX. For one year of payments to the current servicer, PHH mortgage, all payments in the same amount and paid at roughly the same time, typically at least 15 days in advance of due date, were applied to interest, principle, escrow, PMI and additional to principle. Suddenly in XXXX XXXX, this all changed and my payments were being applied all to principle, none to any other categories. I made an additional payment, which I did suggest to leave as principle payment, at this point I was by their own agreement paid to XXXX. I made my XXXX payment on the XXXX of XXXX, I had received notice that there was a escrow shortfall, and the payment amount was re calculated. I made a separate payment of the amount of escrow shortage. Once again, the XXXX XXXX payment was credited in full to principle, not against the XXXX payment due. I have complained, nothing is changed, and I just received a collection call from this lender. PHH is the same predatory lender that I thought died in XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-26

San Diego, CA

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-26

Spring Hill, FL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: In XXXX my mortgage with PHH Mortgage was in default. I was unemployed at that time. In the same year I received financial help and assistance from Florida Hardest Hit Fund. The PHH Mortgage on service for XXXX XXXX accepted close to {$40.00} in payments and promes to reinstate the mortgage. In XXXX XXXX I start full time work and gain the ability to pay my mortgage. This is the time that all problems started. The PHH accelerated the mortgage and never reinstated the payments. I retained attorney to represent me in court but the PHH mortgage is playing words game sense that time. PHH Mortgage office was already provided with all of the information previously requested and all the information needed to settle this matter. It was supposed to be processed as a reinstatement pursuant to the FHA paperwork. Is the bank refusing to settle by reinstating the loan as they promised when they accepted the Hardest Hit Fund money? I need a straight response to this question, whether the counterclaim must be forwarded to the CFPB and the Florida Attorney General, and whether we need to set the matter for hearing on our counterclaims.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-25

Topeka, KS

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-25

Arco, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I purchased a home in XXXX XXXX in XXXX XXXX. In XXXX I asked that my mortgage company escrow my real estate taxes. My monthly payment was {$3300.00}. At the end of XXXX XXXX, I received a call saying my mortgage account was past due. I have my bank automatically pay the amount due every month. Apparently the escrow amount went up and caused my monthly payment to increase. I asked what the issue was and I was told that taxes had increased. I knew this to be untrue. Then they told me that before taxes were only paid once a year and now they taxed me twice a year. This was also untrue because LA always charged taxes twice per year. After 45 minutes on the phone, I learned that the escrow calculation was grossly inaccurate and now I 'm paying double for the next year - almost {$1000.00} more per month. This company 's procedures are inadequate, cause economic hardship to consumers, and the company 's customer support and inadequately trained and deceptive to consumers.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-24

San Diego, CA

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: To whom it may concern, My name is XXXX XXXX, I was referred from my former California credit union to apply for a loan ( a Mortgage company from New Jersey PHH mortgage company ) to purchase a condo in XXXX. Beginning of XXXX 2015 that PHH mortgage company approved me at XXXX and informed me I would get a loan package via XXXX / UPS with documents that needed to be signed, information about the company, about the loan, rate etc. within 24-48 hours. I never received that package. Around 6-8 days later ( Friday XXXX/XXXX/15 ) I received an email from the loan processor, who contacted me with his info and informed me that he needed specific documents by Monday XXXX/XXXX/15 to process the loan. I called him up and told him that I was waiting on the package that the orig. loan consultant had told me, so that I can send them over the documents. I was waiting for a week and nothing had come to my address, I even had called the company many times to find out if they had sent the package out. I said to the loan processor guy that the time frame ( within 3 days ) to get him all documents by the XXXX of XXXX is a bit tight, because I work as a flight attendant and work transatlantic flights. He informed me that I can fax and email him all documents such as XXXX forms, income statements etc. and if he does n't get those documents by the XXXX my loan would fall through and I could not continue with the closing process. I scanned my documents and emailed what he wanted. Days later that PHH MORTGAGE company had done an appraisal on the XXXX unit/ condo that I was interested in and undervalued the property ( at XXXX ), therefore PHH suspended / froze the loan because they did n't think the bidding price at XXXX was ACCEPTABLE. In the meantime I paid for a home inspection at XXXX $ plus western union fees, and the PHH Mortgage wants to charge me a non refundable fee at around XXXX $ because the loan fell through. I called them up and said that they have n't rendered me a service because they never called me up or my agent when we wanted some updates on the process, they constantly delayed things and requested documents over and over again.those documents were already submitted by me or by my real estate agent. at the end they undervalued the loft, when the average prices of condos downtown XXXX are around XXXX and up.i believe they intentionally undervalued the loft to collect unreasonable fees from potential borrowers. Via Internet research it seems that PHH IS conducting business like that. It seems to me that this PHH mortgage company was scamming me and afterwards I was checking the Internet out and found out that they are taking advantage of consumers. They have many complaints with the consumer fair protection bureau, there 's is class action lawsuit against them for multiple fraud action. Warmest regards XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-22

Merritt Is, FL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-22

Hudsonville, MI

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-22

Hudsonville, MI

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-22

Hudsonville, MI

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-22

San Diego, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Hi, PHH services our main mortgage. The original owner of the loan that we took on in XXXX was from XXXX XXXX, but since that time, the loan has been sold several times and now resides with PHH. We were making payments just fine until I lost my job and we had to declare chapter XXXX bankruptcy. We filed in XXXX and the bankruptcy was discharged in XXXX. I think it stays on our credit report for 10 years. Ever since we bought the house, all payments were made. However, when my income ultimately was cut in half, we sought a loan modification to reduce our payments. Since XXXX, we have tried to work with PHH, but they have lied, misrepresented the situation, refused to return calls, sent us in different directions and more. It is our feeling that PHH has broken the following XXXX federal laws : XXXX federal laws : Equal Credit Opportunity Act, Fair Credit Reporting Act, Fair Debt Collection Practices Act, and Truth in Lending Act. However, my husband and I are not lawyers and ca n't afford one to help. Somehow, we were able to keep the house. Now, in XXXX, XXXX XXXX has be wonderful. They have excellent customer service and think that we can refinance with an FHA loan. However, we have met several obstacles from PHH. First, PHH would n't release our information. Then, when I was on a conference phone call with PHH and XXXX, PHH said at first that we were " current '' on our mortgage. XXXX then asked, " are there any 30 day lates? '' PHH then told XXXX that my husband and I had 30-day-lates every month since XX/XX/XXXX. That conference call was the first time I was alerted to the situation. After the conference call, my husband and I immediately contacted PHH to discuss this issue. Understandably, FHA will not issue a loan with this many lates. Increasing the complexity of the problem is that PHH has n't officially reported any of these lates to the credit companies. According to PHH, my husband and I missed one payment ages ago in XXXX. That was a mistake and we got confused as we were trying to to apply for a loan modification, which PHH denied, refused, lied about during the whole process. At any rate, we missed a single payment, but all the payments following the next five years, PHH claims via conference call that we are 30-days late. Every one! We are in the process of requesting that PHH document that yes, we missed a single payment in XXXX, but we are currently addressing it, but that we in fact have made every payment on time since XXXX. PHH has started the avoidance games again and wo n't return calls or meet promised appointments. I have sought legal advice, but ca n't afford the money to sue, or the time lost to launch a lengthy civil matter. In my family 's read of the situation, PHH is negligent and guilty of many violations of lending and credit laws. We just want to refinance with the FHA loan and keep our house. By the way, XXXX, who services our second mortgage has excellent customer service and we were able to secure a modification to that loan. I have no idea why PHH continues to act this way. In an additional side note -- During a lengthy email back-and-forth, PHH said that we were supposed to work with a specific agent. However, we could not reach that person by phone or email for more than 9 months ( this was XXXX ). During that time, several " supervisors '' played hot potato, dodging our calls. At one point, we received communication from PHH indicating that the agent was either deceased or no longer with the company. Then, several months later, this same agent, who we believed was dead, called me to chat as though nothing had transpired and she did n't disappear for 9 months. It was infuriating. Any help is much appreciated. We just want to refinance and conclude relations with this company.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-21

Blaine, MN

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-21

Keyport, WA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-21

Niantic, CT

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-21

Simi Valley, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-21

Co Spgs, CO

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-21

Newport Beach, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I 'm the XXXX XXXX on a property in CA that will be a short sale. There have been several offers. XXXX were approved in the past, but XXXX buyers walked-away because it took too long to get the approval. We received another offer with the exact terms as the previously approved offer in XXXX XXXX and submitted to PHH immediately. PHH has repeatedly asked for documents to be sent and resent to them multiple times which we always did within hours of their request. The borrower has just received a NOTICE OF TRUSTEE SALE which is scheduled for XXXX XXXX, XXXX while the Short Sale is still in process. We can not reach anyone at PHH. The contacts we have at PHH are not returning telephone calls or e-mails. In the past, they have always responded.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-20

Fort Worth, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Hello, My home mortgage is managed by PHH Loans XXXX My mortgage owed each month is roughly {$920.00}. I pay {$470.00} every XXXX weeks. So I pay extra, and at the end of the year I 'm usually a month to 6 weeks ahead in payments. So in the long run of 30 years, I 'll save thousands in interest and a few years off the loan. However, the mortgage company does not process my payments correctly. Every few months, I will received a call saying that I am short on my payment. I 've even had foreclosure paperwork sent to me. I 've spoken to their representatives about correcting the mistakes. Because I should be 2-3 months ahead of my payments, and I 've put extra money toward principal. I am very concerned about how this company is managing my payments. They seem to adjust things randomly. They should at least know that I am not behind in my payments.
Company Response: Closed with explanation

Disputed: No Timely Response