PHH Mortgage Services Corporation

2015-11-30

Jupiter, FL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I attempted to obtain a HARP Loan Modification from Merrill Lynch Mort XXXX.. In XXXX 2015, I submitted an application to XXXX, ( XXXX ) an approved U.S. Department of Housing and Urban Development Counseling Center located in XXXX Florida for assistance in obtaining a Loan Modification from Merrill Lynch MortgageThis was my second attempt for a Loan Modification under the Making Home Affordable Program. The first time was in XX/XX/XXXX through XXXX XXXX And XXXX XXXX XXXX, ( XXXX ) located in XXXX XXXX XXXX, Florida. In both instances the Merrill Lynch Mortgage Company would not communicate with the HUD counselor and contacted me directly which caused quite a conflict. In XX/XX/XXXX, I contacted my assigned counselor, XXXX XXXX at XXXX to determine the status of my Loan Modification request since it had been over two months since I had submitted my documents. I was told by XXXX XXXX that the counselor from Merrill Lynch would not call her back. After going back and forth with XXXX XXXX and not getting any where I contacted Merrill Lynch Directly. I was assigned a counselor to work with, XXXX XXXX, ( she remembered me from my previous request ). With her assistance and guidance I resubmitted all requested documents. On XX/XX/XXXX a completed package was submitted and received on XX/XX/XXXX. At that point my Mortgage was three months in arrears. I asked XXXX XXXX for advice on paying the arrearage, she told me she had received all of my documents and it appeared as if I could qualify for the modification and not to pay because if approved the payment of the arrearage would not be necessary. The approval would give me a 2 % interest rate under the HARP program that we were seeking approval for. I believed her because when I initially contacted Merrill Lynch I was told that during the processing period for the Loan Modification I that payments did not have to be made and they could be placed back into the balance of the loan. I took her advice and did not pay such a big mistake. On XX/XX/XXXX, I received a denial letter with demand for payment of all back payments or the loan would go into foreclosure. My purpose for seeking the Loan Modification was to reduce my mortgage payments and maintain my home. Adhering to the advice of Merrill Lynch 's counselor, XXXX XXXX XXXX, has created a financial hard ship for me. Increased Mortgage payment of {$2400.00} monthly not including taxes or insurance. Quarterly increases in Mortgage PaymentsInability to pay Utilities TimelyNegative Impact on credit ratingMerrill Lynch would not give me any consideration even though up until this year with my financial hardship and struggle there was never a late payment. After the {$5200.00} was paid in XXXX, the balance of the arrearage was added to the future monthly payment. The payments are on time each month however, Merrill Lynch has the audacity to call me to make sure that the payments are made. My situation as far as a financial hardship is permanent. I am still retired with a re///reduced income. There will be no increase in my retirement benefit this year. Based on the unfavorable decision from Merrill Lynch and the financial burden and mental anguish that has been placed on me I am seeking your advice for proceeding a Loan Modification under the HARP program.
Company Response: Closed with explanation

Disputed: No Untimely Response

2015-11-30

Main Office, VA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: On XXXX XXXX, 2015, I set up a direct debit with PHH Mortgage to have my monthly mortgage be paid on the XXXX of the month, every month. I attached a copy of the confirmation email i received. I also attached copies of how my mortgage is showing in their system ... that is is set up for direct debit. I found out that because I am in Chapter XXXX bankruptcy, the payments were not debited from my account. I was not aware of this. I first realized when I received a letter from my bankruptcy lawyer stating that they ( PHH ) are pursuing a consent order to have my home removed from bankruptcy protection. I contacted PHH immediately and explained the situation. The agent could see where I did set up direct debit but explained that they did not go through because of my bankruptcy. They would not allow me to make up the 'missed ' payments but directed me to their lawyer, who has not returned any of my phone calls. I do not want to lose my home and I do n't understand why they will not accept my payments and allow me to bring my mortgage current.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-30

CT

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: My husband and I applied for a loan modification through PHH mortgage after missing payments, which we had been instructed to do by the mortgage company in order to get a modification started. We had not missed a payment in over 7 years at that point. Once we received the modification and agreed to it, we made 3 good faith payments on time. They sent us the final documents and my information was incorrect. We sent copies of my license and SS card as instructed and then never heard anything back. We called and left messages several times a week for months until we were finally notified via mail that a foreclosure was imminent because we had " declined '' their offer, when in reality we just wanted to make sure the papers were correct. Now we are being told we can agree again but owe the months leading up to this when they failed to do their job in a lump sum.
Company Response: Closed with explanation

Disputed: No Untimely Response

2015-11-28

Shulerville, SC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I wish I had know about the CFP years ago, but I could use your help now. I was foreclosed on by PHH but filed a countersuit against them. All of that is over now but PHH refuses to send me monthly statements. I 've called them and sent notes with my payments. The second call about a month ago they told me, they would send statements. I am not 100 % sure what the payments are and fear getting in trouble with them again. My house will be paid off in a couple of years but meanwhile, lots needs to be fixed, etc and I ca n't get a loan. I 'll look some more at the website but if you could get them to send me monthly statements, I would really appreciate the help.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-27

Chester, NY

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-11-25

Newark, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Untimely Response

2015-11-25

PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Back in XXXX 2015, we were calling PHH Mortgage XXXX, asking for a Payoff amount on the home. Finally, in XXXX 2015, we sent an email asking, PHH Mortgage services in XXXX, NJ. to give us a pay off balance on the mortgage. In the email they gave a payoff amount as of XXXX XXXX, 2015 in the amount of {$61000.00}. I went to the Credit Union and got a Cashiers Check in that amount. I sent the cashiers check Certified mail. Through tracking I received the information that they received the check and someone at PHH Mortgage signed for it. Then in XXXX 2015, we get a notice that we are in default of the loan for two months. We contacted them and they told us, they lost the Cashiers check, they wanted us to stop payment on the one they lost and reissue them a new check. It states right on the check, " NO Stop Payment Permitted ''. So, they then said, they would get back to us. They never responded then to us. Since, XXXX we 'd been trying to Contact them, to no avail. No one would pick up or return our calls. I also, sent a check, check # XXXX in the amount of {$120.00}, since thats what was owed yet, cause they did n't receive the payoff until XXXX XXXX, 2015. With that payment, I sent a copy of the Cashiers Check stub. On, XXXX XXXX 2015, we receive a Certified letter stating we were in default of the mortgage, saying we were 4 months behind and owed {$3600.00}. plus interest, and they were going to begin foreclosure proceedings on the house if we do n't summit payment, within 30 days. I have all the paper work proving that we had sent the payoff in XXXX of the amount in the email, {$61000.00}, plus the {$120.00} and that they received it. I spoke to my bank about reissuing another check. The bank said, they could, but PHH mortgage needs to sign and notarize an Addendum Form, stating they lost the check. When speaking to PHH mortgage they sounded reluctant to fill out the form. With their track record, I do not trust or believe they will follow through with the Addendum and will continue to foreclose on the house. When I called on, XXXX XXXX, 2015, the man I spoke to in collections, was not only rude, but kept telling me my account was sent to him cause I refused to pay my mortgage. I explained this was incorrect because I had already paid off the mortgage and am not in default as they claim. He then spouted that I needed to speak with someone in customer service, cut me off and transferred me to them. In the Past Customer Service, claimed it was not their problem that they lost the check.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-25

N Highlands, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-24

Beaverton, OR

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-11-24

Jamesburg, NJ

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-23

Green Oaks, IL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-21

Arletta, WA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-20

West Newfield, ME

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-20

PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: When I was trying to get my mortgage modified they told me that I '' would n't get a modification unless I was three months behind and that they could not except partial payments, but I continued with filling out the paperwork anyway. I was then told that I might want to stop making payments. I submitted the paperwork and they took 7 months to review it and denied me a modification.We were devastated, then I hired XXXX 's for {$3000.00} and a few months later we recieved our loan modification. What we did n't realize is that we would still be on the hook for the arrears, so it 's like we did n't pay anything for all the years prior to the modification. ( XXXX original loan amount, current balance is {$120000.00} plus the arrears of XXXX = {$140000.00} ) Our loan was originated on XX/XX/2007 with payments of {$1500.00} /month until we recieved the loan mod. Now they giving us monthly statements with the XXXX mortgage amount added to the modified amount which makes the monthly payment say more that it is. ( Please see attached ) I talked to a " XXXX '' and I asked the to put the to numbers separate and they refused to do so. This is concerning because it will make it impossible to get our PMI removed ( $ XXXX/month ), they could be charging interest on the the arrears, and it makes the monthly payment more. Please see what you can do they are NOT practicing fair business, it 's more like predatory lending. Thank you, XXXX XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-11-20

Drummond Island, MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-19

NJ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: PHH Mortgage XXXX auto drafted an additional {$300.00} over the cost of our mortgage payment and applied it to our principal interest monthly for 4 months, from XXXX 2015 until we placed with our bank, a block on all debits from them in XXXX 2015. PHH was faxed in writing the correct debit amount, called numerous times, notified that we no longer wanted Automatic Payment Drafting and continued to draft unauthorized funds and when notified applied them to principal interest of our mortgage without our consent.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-19

Mount Holly, OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-18

NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I was several years ahead on my mortgage when I ran into problems XX/XX/XXXX. PHH said they would work with me and said if I made three payments of {$490.00} they would refinance with me at the end of the trial period. At the end of the trial period I signed the documents and sent them back. They refused to accept the agreement. This year I have been making payments still at {$490.00} per month and PHH refuses to talk to me, is slow crediting checks, hanging on to them up to 3 weeks before depositing, and refuses to give me a payoff amount, constantly sending me foreclosure notices despite the fact that I am still approximately 3 years ahead of my maturation date.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-16

Katonah, NY

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-16

Los Angeles, CA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I tried to obtain a home loan through PHH and was quoted a rate of 4 % and at loan signingI was given a rate of 5 % - my loan officer did not tell me why and left to go on vacationfor 3 weeks.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-14

Annapolis, MD

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-13

El Paso, AR

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-13

Galena, OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I am so very frustrated with PHH Mortgage. My loan has been there since XX/XX/2015. I travel and need to ensure that my payment is made so I typically make my payment online and am charged a {$7.00} fee for making a payment. When I inquired about the fee I was told that if I went paperless it would be waived. This is not right as I want the hard copy and have been in the mortgage business for 30 years. I just made a payment over the phone and was again charge another {$7.00} fee. Please someone stop them. The last time I called they put me on hold and left me. This mortgage company is terrible and if I could I would get out
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-09

Wallington, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have my mortgage with PHH Mortgage since XX/XX/XXXX. I recently declared a Chapter XXXX. My Mortgage Company Froze my account until the case was resolved which I understand is the correct thing at that point. However, As perXXXX/XXXX/XXXX, my lawyer as told me that '' All disagreements about my case with my mortgage company have now finally been resolved and I can now start to make a regular monthly payment ''. I need to know the correct monthly amount now and going forward. as well because my annual escrow statement was mailed to me saying my payment will change, so I am also not sure which amount to use {$710.00} or {$670.00} or something else? However the BIGGER issue when I have now attempted to make a payment and get the correct amount to pay they tell me the amount, no one at PHH Mortgage will except or let me make my payment. They say their system has not been updated on the case details and my account is still Frozen. Some of The departments with PHH Mortgage that I have tried to make a payment too are : ( Regular Service Dept, Loss Mitigation, Foreclosure, Default, Online, Their Attorney and they tell me if I mail a payment and the system is not updated they would not even take that. They would send my check back to me with a letter ). By Bankruptcy law, I must make all required payments as indicated and this payment is one of them. By blocking me from making a payment, I can have my case dismissed by the court.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-11-07

Rochester, NY

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: Applied for HARP through current mortgage company : PHH mortgage. Submitted all paperwork and an appraisal was completed by 3rd party suggested by mortgage company. The loan processor told us the underwriter said the pool has to be filled in because that 's what the appraisal indicated. However the appraisal did not say that. It actually stated the condition of the pool did not affect market value of the home. Prior to the appraisal being completed I disclosed the condition of the pool to the mortgage company when they asked if any part of the home was under construction. Anyhow, they are threatening to decline the loan because of the pool and/or not approving the appraisal.
Company Response: Closed with explanation

Disputed: No Timely Response