PHH Mortgage Services Corporation

2019-06-07

Baton Rouge, LA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I called PHH immediately after receiving my mail on XX/XX/2019 to question PHH about this extra charge on my statement, the agent that took the call name is XXXX, I.D . XXXX or XXXX. also called back this morning to find out what state the removable of that charge in the person that took the call, name XXXX I.D . XXXX XXXX said that they are working on it.
Company Response: Closed with explanation

Timely Response

2019-06-07

Cordova, TN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I applied for a loan modification with PHH Mortgage and they sent me a letter back " Decision on the Request for Mortgage Assistance '' that I am not eligible according to guidelines of the owner of my loan XXXX Bank XXXX.
Company Response: Closed with explanation

Timely Response

2019-06-06

Burke City, MO

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-06

Baltimore, MD

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-06-06

NY

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I have tried for several years to refinance my mortgage loan with PHH. There is an average wait time of 10 mins to get an actual person on the line. Then the after repeatedly being put on hold, I would usually just hang up after 30 mins. There is ALWAYS a " greater than average hold time because of increased volume ''. How can that be? No matter what the time of day! So finally I refinanced away. I'm in NY state, so I'm looking to take advantage of XXXX to avoid having to re-pay mortgage tax. Thus I simply need to have PHH assign the mortgage to the new lender so they can file a XXXX and associated fees. My new bank 's attorney has done hundreds of these, and tells me PHH is the only firm that can not seem to understand this process. They need an attorney contact to work with and the process handled quickly. The attorney was first told that the client needs to request. I've now had three 35mins+ phonecalls where I'm repeatedly put on hold and they clearly have no idea what an assignment is, nor what XXXX is ( fyi you can XXXX it ). They told me to fax a letter to their legal department and someone would respond within 48hours. No response. I sent email to the customer service department to follow up. No response. Now they want me to file an inquiry with research department and they will respond within 30 days. I give up! I will need to just pay the tax just to get away from this awful company. Their customer service is worse than XXXX or XXXX ... and that's saying something!
Company Response: Closed with explanation

Timely Response

2019-06-06

Chicago, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Spoke with my relationship manager and was told to call back XXXX XXXX At XXXX ext XXXX XXXX XXXX. When I called using my cell number of record my call continued you say my relationship manager is unavailable. The reason for the call was to verify that all of my profit and loss from my self employment income was received. Again, I attempted another call today from the same number of record on my file no answer. I decided to call from another number and lucky my relationship manager answered the phone. I informed my relationship manager XXXX XXXX that I had not be able to reach him from my number of record. Immediately, my relationship manager said he is no longer my relationship manager. I told my relationship manager he was suppose to advise me my status of documents requested was received. He told me I have instructions that I can not talk with you. Now, I feel like someone is retaliating against me because of the complaints I have had recently. Also, my account has been switched back and forth and two many people keep telling me different stuff.
Company Response: Closed with explanation

Timely Response

2019-06-06

Sacramento, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-05

Mission Viejo, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-05

Berkeley, MO

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-06-05

South Florida, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: PHH Mortgage, a subsidiary of XXXX, has discriminated against me as a XXXX person in the US since XX/XX/XXXX and denied on multiple occasions. I am in the process of initiating a HUD investigation. I was declared legally and permanently XXXX in XX/XX/XXXX yet I continued to work and pay my mortgage payments even while ill. Then, in XX/XX/XXXX I became unable to work and my identity was stolen by someone who threatened me and my family with bodily harm. They received an Identity Theft Affivadit. I initiated a XXXX investigation which they refused to respond to because they were under formal, written Cease and Desist yet violated that over 150 times with emails, statements, other communications via US Mail and Certified Mail. They attempted to serve me with foreclosure notices at my previous residence at XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX. I abandoned the home in XX/XX/XXXX after learning it has XXXX XXXX XXXX that has made me terminally ill with less than 6 months to live unless I receive critical medical attention. I escalated the issues to the Office of the Ombudsman who denied they discriminated against me. I requested Demand Payoff Quotes with waiver of everything except the principle and interest on multiple ocassions. That home is my largest asset and my only daughter 's legacy and inheritance should I pass away. I am in the process of settling the homeowner 's insurance claims and retaining legal counsel for the issues with XXXX Mortgage and the secondary mortgage company, XXXX XXXX XXXX, who holds the HELOC. I will be on XXXX and XXXX later in the year. I currently have no personal assets, no bank accounts, and no credit cards because of the damage done to my credit from the person who stole my identity in XX/XX/XXXX. My XXXX XXXX XXXX father is currently supporting me, and I don't even have money for the bare essentials such as food and water much less XXXX XXXX. My father lives on a fixed income and also supports my older sister, who has learning XXXX, and my daughter, who was a student at XXXX XXXX XXXX and lost her best friend on XXXX 's Day. She is now a student at the University XXXX XXXX studying to become XXXX XXXX and in the process of setting up a division of XXXX in memory of XXXX XXXX who our community lost to XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-04

Alexandria, VA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-06-04

Temperanceville, VA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: After submitting my application and paperwork in XX/XX/XXXX, I was granted a Trial Modification from XXXX XXXX XXXX XXXX in XX/XX/XXXX. This account has been placed in a Trial Modification Plan. The trial modification required 3 installment payments the 1st due is XX/XX/XXXX in the amount of {$720.00} during the term of the Trial Modification Plan I had to make three payments on time before the modification becomes permanent. First Payment was made XX/XX/XXXX for XXXX, I received a letter dated XX/XX/XXXX advising that XXXX XXXX XXXX has joined forces with PHH Mortgage Services, a mortgage company with well-established mortgage origination and servicing capabilities. XXXX Effective XX/XX/XXXX, PHH will be the new servicer for this account and will be collecting the mortgage payments going forward. As a result, we will be consolidating all mortgage accounts into one company, PHH Mortgage Services ( PHH ). On XX/XX/XXXX I amde the payment to XXXX since it was before XX/XX/XXXX.. Please rest assured that XXXX will be here through this transition. Together, XXXX and PHH stand ready to assist in any way we can. For any questions regarding the transition, please call XXXX. I was given a new account number was was told that Due to this transfer, the account number will change. The XXXX account number is XXXX, and the new PHH account number will be XXXX. During the first week after XX/XX/XXXX, no transactions can be made on the account while PHH verifies the accuracy of all account information in its system. As soon as this process is completed, the account will be activated and you will receive a welcome letter from PHH. During the 60-day period following the transfer date of XX/XX/XXXX, any payment received by XXXX on or before its due date will not be treated as late by PHH and no late fee will be charged. After XX/XX/XXXX, your Relationship Manager, XXXX XXXX can be contacted by calling the PHH Customer Care Center at XXXX and requesting to speak with him/her. I called PHH requesting to speak with XXXX XXXX who was not available, instead I spoke with XXXX ID # XXXX who advised me that the Trial Modification did not come over complete and I must still make XXXX 's payment and wait for PHH to contact me. So I made XXXX 's payment on XXXX XX/XX/XXXX to PHH over the telephone XXXX Withdrawal-ACH-A-PHH TELPHHMORTGAGE SVCS ( PHHMTG SVC ) ( {$720.00} ) Confirmation # XXXX I called again on XX/XX/XXXX to speak with XXXX XXXX who was not available and spoke with XXXX Id XXXX XXXX who confirmed that all three payments were received and that the permanent modification was under review. That I should receive the permanent modification with the new payment amount by XX/XX/XXXX. That I would not be able to make a payment online or over the telephone like I did previously because the modification is not permanent. I asked what new payment amount - she replied that the amount can change since the turnover and stated she could estimate an amount of {$780.00} which was more that what XXXX and I agreed too. I then asked Since XXXX is the former servicers and sent PHH the information for you to accept my final trial payment regarding the loan modification discussions as well as any agreements that have been made. Then PHH must also ensure that it follows loan modification agreements that are already in place. She advised me that is not the case the amount can change. And I should wait the the documentation to sign/notarize and send back with my XXXX payment. If payment is not received I can be placed in foreclosure status. On XX/XX/XXXX, I called again to speak with XXXX XXXX who was not available and spoke with XXXX ID # XXXX who advised me that my permanent loan modification was review was delayed because the amount of loans they acquired from XXXX. That there was nothing noted about my loan in review status or a new payment amount and the PHH is well aware of the delay in processing. I asked should I sent a payment in - he stated no wait for the paperwork and that I would not be penalized. I have not received nothing regarding my loan modification, I have three on-time payments during this period, PHH has accepted a payment under the modification terms agreed upon with XXXX prior to the loan transfer and 60 day transfer period from XX/XX/XXXX is XX/XX/XXXX. I am worried ... I do not want my house to be placed in foreclosure.
Company Response: Closed with explanation

Timely Response

2019-06-04

WI

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My existing mortgage holder XXXX allowed me to do a loan modification, after finishing the three month trial period, they were taken over by another mortgage company PHH. I received a letter telling me not to worry about payments until the modification was done. I called them every two weeks asking what the payment amount was going to be, they told me I would receive a packet from XXXX with the paperwork and auto-pay documents for my credit union, my preferred method of payment and that was how my payments were previously made.That was in XXXX it is now XXXX and I have still not gotten any answers. They have received four payments, and they are not reflected on my mortgage, they are showing up in my credit report as late, I have called and pointed out they have the payments, they told me they can't apply them until the modification is done. I have been told the modification process takes about two months and during that time no payment is due, they said they would add the two months onto the end of the loan extending it. Four months worth of payments are just sitting there, and I am getting ready to send in this month, not sure why, they are going to report it late, they claim they will straighten this out after the modification is done. After waiting SIX months, I am not sure it will be done!!
Company Response: Closed with explanation

Timely Response

2019-06-03

Carmel, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-03

Clinton, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-03

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-06-03

Wilmington, DE

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Compalint : : PHH Mortgage Services XXXX XXXX XXXX XXXX. Nj XXXX XX/XX/XXXX My name is XXXX, and I have a property in the city of XXXX, Delaware. I have lived here since XXXX with my family. Phh Mortgage Services took over my mortgage in XX/XX/XXXX. My complaint and frustration, is on a payment that I posted on with there bill pay on XX/XX/XXXX, the amount of {$1600.00}. PHH Mortgage, claimed that they never received it. I have documentation from my XXXX XXXX checking account, supporting that PHH did retrieve the amount of {$1600.00} on XX/XX/XXXX. I have faxed to them my request to investigate this very matter. Plus many phone calls. I, am putting this letter together at this moment why ell, I`m waiting on hold to speak to a agent in the US, I was put on hold by a agent in the XXXX, for 25 minutes at this time.A supervisor in the research department a XXXX. XXXX XX/XX/XXXX. This is the second time and I`m so very tired of thees company tacking advantages of us that are put in this situation, of having to deal with the subprime company 's. Thank you, XXXX XXXX Delaware
Company Response: Closed with explanation

Timely Response

2019-06-02

San Antonio, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-31

NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My husband has had some very significant health issues during the last few years with XXXX XXXX and XXXX dramatically reducing our household income. I also had to take a considerable amount of time off to tend to his needs. During this time frame we fell behind on our mortgage payments and reached out to PHH Mortgage for assistance. However, instead of helping us, they took us through their loss mitigation process and denied us for mortgage assistance because we were had two car payments. We can not believe that they would turn us down for help without allowing us the opportunity to refinance or pay off our vehicles. We now have a foreclosure sale date on our house scheduled for XX/XX/XXXX and it appears that we will be homeless. We are too old to start our lives over and the house is set up perfectly for my husband. He would be very disorientated if we had to move into an apartment or with family. We have plenty of money to afford a reasonable mortgage payment, but we do not believe we can get PHH Mortgage to treat us fairly. We have never had a single point of contact that we could speak to, as they are never available and are constantly changing. We never understood how we paid our mortgage on time since XXXX and everything was good, but when my husband and I hit a financial blip in the road, PHH Mortgage turned their back on us. Our financial situation has been resolved and we are back on solid financial ground. We should have contacted you sooner to get help in dealing with PHH Mortgage and am hoping it is not too late. We just feel that PHH Mortgage has not followed proper protocol in reviewing our loan and are rushing to foreclosure on us. This is all avoidable as we have sufficient income to afford a reasonable payment and we do qualify for assistance based on our government guidelines.
Company Response: Closed with explanation

Timely Response

2019-05-31

Sebring, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-31

Bostonia, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: PHH Mortgage LN XXXX XXXX XXXX XXXX , XXXX CA XXXX PHH is refusing to release a payoff demand to an authorized third party. Their representative in XXXX stated they are not required to release payoff demands on this file. Their representative refused to let me speak to a manager. We would like an explanation as to why they are refusing to provide a payoff demand. ***Why do we have to file a CFPB complaint on EVERY short sale we have with PHH just to get a Payoff Demand??? I want a payoff demand good for 30 days faxed to XXXX-XXXX-XXXX.
Company Response: Closed with explanation

Timely Response

2019-05-30

Montgomery, MA

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2019-05-30

Gloucester City, NJ

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: XXXX of XXXX, I had not received a mortgage payment booklet, so I sent a payment of {$1000.00} which they received XX/XX/XXXX. SInce XXXX of XXXX I had been sending extra payment on the principle to pay the mortgage off early. Later in XXXX I got a payment booklet which stated the entire balance owed in as of XX/XX/XXXX was {$2100.00}. With the payment slip I sent a check for the remaining XXXX balance which they received on XX/XX/XXXX. I also noted Mortgage paid in full. I noticed in the payment booklet they had vague lists of charges ; ie. XXXX to {$80.00} for closing estimate. I didn't need it. It clearly stated the remaining amount to the mortgage. I expected a letter stating to get lien clearance and the Property title I owed them x amount. Instead I began getting up to 6 letters a week telling me I owed them any amount from 241 to 881 with no explanation as to why. I sent a certified letter to the CEO of PHH Mortgage, and was turned over to the " Omsbudsman '' office at XXXX. They said they would investigate and asked for additional time. Although they still could not explain all the extra money I owed ( the two staff people I dealt with ) I did discover that 1 ) they not only failed to apply both checks to fulfill the balance in XXXX ; but they created extra payments and 2 ) CHARGED ME AN ADDITIONAL INTEREST!!!! I also learned that they had on at least two occasions in XXXX charged me late fees. They were not entitled to do that until the XXXX of the month, but they did it if payment was not received by the XXXX. I have yet to learn whether they did thissame illegal charges in XXXX as well. I have also been receiving dunning letters sometimes 6 times a week as if I am a deliquent debtor. Amounts vary from letter to letter. I have also received letters advising me on how to declare bankruptcy. When I requested that they stop these letters ; that I considered them Harassment, they told me that they were not able to do that. Aside from the serious stress of this situation, it is possible they are doing damage to my excellent credit status. Paying off a mortgage should be something to celebrate. This is making me sick ... literally.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-30

Brooklyn, NY

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-05-29

Palos Park, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: To whom it may concern, InXX/XX/2019I decided to cancel homeowner insurance with XXXX XXXX XXXX effectiveXX/XX/19. Shortly after I informed PHH Mortgage Services ( my mortgage company ) I am cancelling my policy and will provide proof of insurance with a new company prior to the cancelation which was onXX/XX/19. PHH Mortgage Services send me a letter on XX/XX/2019acknowledging they knew I cancelled my policy with XXXX ( see attachment A ) but sent them a check onXX/XX/2019from my escrow account in the amount of {$1000.00} in error ( see page 1 attachment B ). A few weeks later onXX/XX/2019I received a refund check from XXXX XXXX which I returned {$1000.00} to PHH Mortgage Services on XX/XX/2019( see page 2 attachment B ). Subsequently, I purchase new homeowner insurance from XXXX XXXX on XX/XX/19in the amount of {$870.00} plus a service fee of {$25.00} totaling {$900.00} ( see attachment C & D ). OnXX/XX/19the same day I obtain the policy I informed by phone and sent via the website provided to me by PHH Mortgage Services proof of Insurance, however onXX/XX/2019PHH Mortgage Services sent XXXX XXXX a check from my escrow account in the amount of {$900.00} in error ( see page 3 attachment B ) after I informed them on XX/XX/2019the insurance was already paid in full. XXXX XXXX sent me a check and I returned {$900.00} to PHH Mortgage Services onXX/XX/2019( see page 4 attachment B ). This was a total of {$1900.00} deducted from my escrow account and sent to two different insurance company in error which increased my mortgage payments. On XX/XX/2019I received the first of two off-scheduled escrow analysis from PHH Mortgage Services ( see attachment E ) stating a shortage of {$3100.00} and my mortgage increased from {$1300.00} to {$1300.00} and was giving a date of XX/XX/2019to pay the shortage then it will decrease to {$1200.00}, but I received the letter on XX/XX/2019after the lump sum payment was due. After returning both checks totaling {$1900.00} I requested another off-scheduled escrow analysis. On XX/XX/2019I received the second escrow analysis ( see attachment F ) stating a shortage of {$1400.00} and was giving a date ofXX/XX/2019to pay the shortage then it will decrease to {$1200.00}. By this time, I received my property taxes in the amount of {$6300.00}. On page 2 of the second analysis it clearly shows the following : Taxes : {$6300.00} Insurance : {$870.00} Total : {$7200.00} x 12 months = XXXX In my monthly payments Im paying {$73.00} for 12 months totaling {$870.00} which I paid in full onXX/XX/2019and need this to be removed. In my opinion, it should show the following : Taxes : {$6300.00} Insurance : {$0.00} Total : {$6300.00} x 12 months = XXXX I may owe the shortage of {$1400.00} which PPH Mortgage is deducting for the next 36 months {$39.00}, however I believe my payments should be as followed : Principal & Interest : {$680.00} Escrow Deposit : {$530.00} Escrow Shortage : {$39.00} Total Payment : {$1200.00} After several phone calls this issue was escalated to an escalation manager named XXXX. OnXX/XX/2019I received a call back from XXXX stating the information was correct, however I disagree due to the information I provided. I asked if they would remove my homeowner insurance for my escrow account which will only leave them to pay the property taxes, but this request was denied. Please help in rectifying this matter. Thank you.
Company Response: Closed with explanation

Timely Response