PHH Mortgage Services Corporation

2019-05-16

San Diego, CA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: We have had a very difficult time with PHH to have our short sale reviewed. Our agent has submitted the short sale 3 times and after 30 days PHH has still not placed the short sale in review. The first excuse was they had to review for a loan modification. PHH took 30 days and they approved us for a Owner occupied loan modification. They problem with that is we moved out 6 months ago, and the property is vacant. This was told to PHH 10 times but they did not seem to under stand. Approving a home owner for a un occupied property with no proof of income seem like mortgage fraud. And it continues. Now after 30 days of removing the loan modification PHH can not give us an answer to why they simply can not move the file to the short sale department and being the process.
Company Response: Closed with explanation

Timely Response

2019-05-16

Chicago, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: PHH Mortgage Services has failed to apply my principle only payment of {$5000.00} made on XX/XX/XXXX. This money is being held in what they call a suspense account. The check was mailed to their address for principal payment and included a cover letter with specific instructions to apply to " principal only '' and the check also indicated this. This situation also occurred in XXXX with a {$4000.00} principal only payment. This company has demonstrated a pattern of deliberate misapplication of funds to have use of my money during the period taken to correct the problem.
Company Response: Closed with explanation

Timely Response

2019-05-16

Wallington, NJ

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-15

Gastonia, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Since XX/XX/XXXX I have been paying home insurance ( XXXX XXXX ) and also paying escrow to my mortgage company ..XXXX sold my mortage to PHH XX/XX/XXXX.I have ask numerous times to be refunded and then was told the case was closed and they would only pay for 2 back years totaling {$5000.00}. Now they have left it up to me to fight the Insurance company XXXX ( XXXX ) whom they use. XXXX XXXX has records of my payment and there paying the mortage company also>I have since asked to be de escrowed told I wasn't eligible. after turning them over to the NCDOJ they are now looking into it again. My mortage payment is around {$460.00} my insurance ( escrow ) is {$430.00} big problem here. I want to be de escrowed and my over payments returned..by whomever is responsible. I have had numerous conversations and get the run around each time and someone different each time. Thank you for any help.
Company Response: Closed with explanation

Timely Response

2019-05-15

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-14

Blackwood, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-05-13

Sherman Oaks, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-13

Roosevelt, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-12

East Rockaway, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My husband and I were in a repayment plan because we fell behind on our mortgage due to a temporary loss in income in early XXXX due to the fact that I had my XXXX replaced due to XXXX XXXX. I am XXXX XXXX and my husband has regular wages however I make more money than he does. Anyway the repayment plan almost doubled our mortgage. We received a 90 day notice from XXXX mortgage attorney in XX/XX/XXXX which is why we were put in a repayment plan which stopped the pre-foreclosure process. I had a car accident on XX/XX/XXXX which left me with XXXX in my XXXX and XXXX, and unable to XXXX without a XXXX XXXX. We struggled to make the payments up until XXXX of XXXX and many of our bills fell behind due to the loss in my income, and at the same time they switched our mortgage services from XXXX to PHH mortgage based in NJ. We contacted PHH and told them our predicament and they advised us to apply for mortgage assistance ... ..they said we didnt qualify for a loan modification because we had 3 in the life of the loan. They then told us to apply for other programs and we did and they lost our paper work. We then sent in new paperwork via certified mail with a signature and they denied us again because we more than 90 days past due in which they already knew. Every time I call the customer service reps seem to not be knowledgeable about whats going on. They seem to be trying to stall the process so they can foreclose. Anyway, as of XX/XX/XXXX I went back to work and stopped XXXX XXXX against my doctors suggestion because I needed to get back on track financially. After they denied us the third time, I asked for a new payment plan an they said no because we were in active foreclosure. I called their attorney for the court filing information however they said nothing was filed. A local agency looked over our income and situation and told us to take the summons to the court however as of XX/XX/XXXX per their lawyer there is no such document only the 90 day letter drafted in XXXX of XXXX. I then called PHH mortgage again and told them what their attorney said, thus asking for a repayment plan and they said no, even though there is no active foreclosure at this time. I provided them with my medical and hospital records and nothing was looked at. Also my daughter is in the XXXX XXXX XXXX and this is her residence as well but they did not seem to care. This company constantly provides us with misinformation and their home retention team is awful. Apparently there are only 2 programs that can help and we dont qualify for anything. We want to stay in our home and we are willing to catch up the arrears if giving the opportunity to do so. I was a XXXX employee for 14 years prior to becoming XXXX XXXX and my husband works for the XXXX. XXXX therefore we have the income to recover. The recent mortgage servicer change has proven to be a nightmare. Thank you.
Company Response: Closed with explanation

Timely Response

2019-05-11

Bowie, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-11

Juniper Hills, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I lost my job last year and fell behind on my mortgage payments. I contacted my mortgage company regarding a hardship program and was put on a forebarence with payments of {$910.00} per month. I was puzzled at first since Unemplyment was my only source of income and this plan would take more than half and I was only given a 2 week notice on when payments would start. I called to discuss these concerns with a representative who told me if I didn't take the payment plan then nothing else would be offered and I could be at risk of loosing my home. I explained that a 2 week notice would not allow time for funds to be available when the 1st payment was due and she told me that as long as I mad the payment by the last day of the month, the plan would be considered in good standing. I made the fist payment on the last day of the month when fund were available. I was dropped from the plan because the payment did not post until the next business day. I disputed the disqualification and was allowed to resume payments according to the forberance schedule. I made my XXXX payment on XX/XX/XXXX, which happened to fall on a Sat. The payment was accepted however ; I was just notified that I was once again disqualified from the program due to breach of contract since the payment did not post until the following Monday, XX/XX/XXXX. This is a contradiction since I was told that as long as the payment was received by the last day of the month I would be okay. I disputed the disqualification and my dispute was rejected.
Company Response: Closed with explanation

Timely Response

2019-05-10

Herndon, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2019-05-09

New Britain, CT

Trouble during payment process

Mortgage: FHA mortgage

Complaint: XXXX HI guys. You did not answer my problem.The my mortgage monthly payment was counted for XXXX XXXX city Grand List on XX/XX/.This value on Grand List can not be change and is obligatory for one year.The Grand List assessment XXXX take effect on XXXX XXXX to the next XXXX in XXXX.While XXXX to XXXX XXXX the value of this assessment is mandatory.I bought my home on XXXX XXXX when I was under assessment from XXXX XX/XX/XXXX to XXXX XXXX.The assessment value of property tax was {$4900.00} this means that semiannual property tax to the city should be {$2400.00} to the XXXX XX/XX/XXXX, but you change it in the XX/XX/XXXX to {$2700.00} semiannual payment for property tax..Why? Sincerely XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-05-09

CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX transferred my mortgage to PHH. I attempted to set up a web account with PHH several times - each time they stated that our loans weren't transferred in yet I should wait. On the last day that my mortgage was due for XXXX I was forced to make a payment by phone and was charged {$7.00}. I was told that I wouldn't be charged. I spent hours and hours on the phone with them and they will not credit my {$7.00} back. They took my XXXX payment by phone and say that is compensation but it is not compensation - by then I could have made the XXXX payment by phone. They are extremely difficult to deal with and do not even speak XXXX well enough to understand what I am saying. They will not credit my {$7.00} back. Now they deleted my loan from their system. XXXX
Company Response: Closed with explanation

Timely Response

2019-05-09

San Gabriel, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We were denied a loan modification due to NPV. XXXX stated that a computer generated or BPO appraised our home value at {$630000.00}. However, due to the distress of the property, we obtained a state certified appraisal at a value of {$450000.00}. We spoke to a representative during a recorded conversation of the following : 1 ) a certified appraisal would take precedence over a BPO, and would positively impact our ability to qualify for a loan modification. 2 ) do to not make any attempt to resolve financial reinstatement until the appraisal could be reviewed, although the auction date had been set for XX/XX/19. 3 ) we were told we had up until at least the day before the auction to financially secure reinstatement, and to wait for the appraisal to be reviewed before sending money as the representative felt the certified appraisal would warrant further qualification, yet the mortgage company would continue to " dual track '' the process. 4 ) we were assured follow-up, but have received no information. 5 ) return phone calls were promised, and non have been received, even after leaving several messages, sending several emails and faxes. 6 ) erroneous extensions were provided causing our phone calls to be rerouted through an automated system and the dropping the call. The actions demonstrated by XXXX and PHH are indicative of an attempt to 1 ) dual track the loan modification process 2 ) manipulate response delays by providing inaccurate statements that, due to missing information, no action could be taken 3 ) provide false statements, for example we were told that an appraisal would be completed to dispute XXXX computer generated property value ; however, the appraisal was completed as a BPO, and not a certified appraisal. In lieu of the overwhelming circumstances, including the significant lack of XXXX and PHHs competence to conduct appropriate due diligence in the handling of our account, we would respectfully request that the foreclosure date be temporarily suspended until all measures are properly addressed and all pertinent information and data has received a comprehensive evaluation. The blatant mishandling of our loan modification application, including the erroneous and misrepresented statements by XXXX and PHHs representatives handling the process, should warrant an oversight to review the process and misrepresented conduct surrounding our application.
Company Response: Closed with explanation

Timely Response

2019-05-08

Menifee, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-08

Crellin, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-08

Chester, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-08

Cocoa, FL

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: Loan # XXXX XXXX and XXXX XXXX Property : XXXX XXXX XXXX, XXXX XXXX , FL XXXX We've tried to get information from the original modification loan contract that would confirm we have to pay late fees accumulated prior to the modification loan contract. But to date, no one has provided us with contract language advising we would have to pay those late fees that were accumulated prior to the modification loan in XXXX. Since doing a new contract in order to keep my home in XXXX of XXXX, I have been transferred to different Mortgage Companies multiple times. Once again our current mortgage company, XXXX XXXX XXXX, has stated it has joined forces with PHH Mortgage Services and they are consolidating all mortgage accounts into one company, PHH Mortgage Services ( " PHH '' ), effective XX/XX/XXXX. They are also, once again trying to charge me for late fee incurred prior to this Making Home Affordable loan in XXXX. To date, none of the mortgage providers have provided anything written in the XXXX Making Home Affordable loan stating I have to pay these fees. ( It was the whole reason we were giving up our home, because we could not pay all of the fees and high mortgage payment. ) This Company is now apparently, threatening to add accrued interest, after 10 years of consistently not providing any evidence that I owe these fees after the new loan was processed in XXXX. We approached them about this after the attached documents were received, but again they sent old print outs from before XXXX 's loan and did not produce contract language saying we were responsible for the fees in the new loan of XXXX. Please have them either produce the contract language advising we would have to pay the late fees accrued prior to the XXXX new loan, or get them to stop harassing us with fees that no longer apply to our new loan. We are not of an age or the kind of health that allows us to come up with such an amount in a months notice. Thank You so much for your Help!
Company Response: Closed with explanation

Timely Response

2019-05-08

Key Biscayne, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: Spent 1/2 hour on the line with PHH Mortgage and my new lender XXXX XXXX XXXX and after EXHAUSTIVE verification that it was me, they STILL refused to share required information. They demanded the request be made IN WRITING and require 7-10 business days to authorize the communication with the new lender. Spoke to XXXX employee ID XXXX and then to supervisor XXXX employee ID XXXX who stated loans for properties in Iowa, North Carolina, Vermont, or Texas, Home Equity Lines of Credit or HUD loans needed to submit requests in writing. My loan fall under NONE of these categories.
Company Response: Closed with explanation

Timely Response

2019-05-08

Humble, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-07

Ampere, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-07

Baltimore, MD

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-05-07

CA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: Our property was burned to the ground in the XXXX XXXX XXXX, CA wildfires. As a result of this loss, we received a settlement from our insurance company. We sent this to PHH Mortgage Services ( our mortgage company three weeks ago ) and have yet to receive a settlement. The check sent was close to three times the amount of what was due on the loan. According to PHH they paid the loan and the remaining balance would be distributed to us in 15 business days. This time has come and gone. First of all we have not received our payment which is distressing. Second of all, this amount vastly exceeds the loan amount so I question why the lender is allowed to hold on to the funds in their account for 3+ weeks and collect interest. Something is wrong with this.
Company Response: Closed with explanation

Timely Response

2019-05-07

Lacey, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response