Product: Mortgage

________________________________________ Summary of Calls Regarding Mortgage Issues Call XXXX : Review with Account Manager XX/XX/XXXX In this call, I was expecting to receive information from an escalation XXXX, as I had previously requested after my discussion on XX/XX/XXXX. 
XXXX XXXX : The account XXXX reviewed my payment history and highlighted the following issues : XXXX. A missed payment in XX/XX/XXXX, which I had just discovered in XX/XX/XXXX. 
XXXX. A {$4000.00} amount that was placed into an escrow account, which should have been applied to my mortgage instead. 
XXXX. No notification by email was sent regarding the missed payment in XXXX. And apparently a letter was sent on XXXX which I did not receive it. 
Mortgage Modification : I was informed that I had been approved for a mortgage modification but was given no clear details. I requested more time to review the terms and asked for a discussion with an escalation XXXX to address concerns, including the application of extra payments to my mortgage. 
Request for Follow-Up : I also inquired about the lack of follow-up from the escalation XXXX, despite my previous request to discuss the mortgage payment issues and an accounting error I identified, particularly the question of why {$4000.00} had been placed into escrow when the house was already under a mortgage plan since XX/XX/XXXX. 
________________________________________ Call XXXX : Follow-Up Discussion XX/XX/XXXX Escrow Funds Explanation : I questioned why the {$4000.00} was placed into an escrow account for taxes instead of being applied directly to my mortgage. While the representative gave an explanation, I still had difficulty understanding it. During the XX/XX/XXXX call, I had been told that I could have instructed the representative to apply extra payments during the forbearance period to my mortgage, but I was never informed of this option. Had I known, I would have immediately directed the funds to the mortgage.

Notification of Late Payment : The representative inquired whether I had received a notification for the missed XXXX payment, mentioning that only one notice was sent. I clarified that while I had received multiple communications ( including a loss mitigation notice stating I owed {$10000.00} ), I did not receive multiple notices about the single missed payment in XX/XX/XXXX. 
Next Steps : The representative assured me he would schedule a call with an escalation XXXX within XXXX to XXXX days following our conversation on XX/XX/XXXX. However, I did not receive a call but PHH mortgage reported me to the credit agencies late on payment, when in fact when I sent PHH mortgage {$2600.00} on XXXX XXXX, PHH returned the {$2600.00} back to me and reported me late and it shows that I did not honor my forbearance agreement which was approximately {$1300.00}. I sent double as I have been doing since I made the forbearance agreement. 
The only reason why I made the forbearance agreement is because PHH raised my mortgage from {$2300.00} to {$2700.00} stating that it was due to taxes. I was trying to negotiate with PHH to allow me to make my mortgage payments as I have been on a consistent basis with the exception of XXXX which was an error, not by intention. 

________________________________________ Summary of Mortgage Communication Issues Throughout my interactions regarding my mortgage, I have found the communication to be inconsistent and inadequate. Notably, I received only one letter concerning the late payment in XXXX, despite multiple other communications regarding other issues ( such as the loss mitigation letter ). This lack of communication is concerning given the importance of the missed payment, especially as my XXXX XXXX was impacted by XXXX points. It is highly unusual to receive just XXXX notice for such a critical matter. 
Additionally, the last mortgage modification letter, dated XX/XX/XXXX, was only sent by email and was not delivered to my physical mailbox, despite our discussions on XX/XX/XXXX. ( Note XXXX late payment PHH mailed the notification and not emailed it ) ________________________________________ Calls with PHH I began reaching out to PHH after discovering that I missed payment in XX/XX/XXXX. From XX/XX/XXXX to XX/XX/XXXX, I did not receive a clear explanation from any representative regarding why my account was in default, despite being in an approved forbearance program. The increased payments I was asked to make caused significant economic hardship. Below is a timeline of my interactions with PHH : XX/XX/XXXX : XXXX XX/XX/XXXX : XXXX XX/XX/XXXX : XXXX XX/XX/XXXX : XXXX XX/XX/XXXX : XXXX XX/XX/XXXX : XXXX XX/XX/XXXX : Scheduled appointment at XXXX XXXX XXXXXX/XX/XXXX : Scheduled appointment at XXXX XXXX  with XXXX XX/XX/XXXX : Scheduled appointment at XXXX XXXX  ________________________________________ XXXX Score Impact My credit score has been negatively impacted by a total of XXXX points, which could have been avoided : XXXX : XXXX points XXXX : XXXX points XXXX : XXXX points ( following the attorneys letter on XX/XX/XXXX ) After receiving the attorneys letter, PHH responded that they would take 30 days to address the issue. However, after this period, they reported me to the credit agencies, acknowledging the missed payment in XXXX and stated that they needed more information on the {$4000.00} issue and {$2600.00} returned check issue. When I challenged the credit report, PHH stated the missed payment occurred in XX/XX/XXXX and provided an XXXX spreadsheet showing the missed payment in XXXX, contradicting their earlier response. This inconsistency in information is troubling and raises concerns about the company 's practices, especially when such discrepancies could result in the loss of my home in XXXX, GA. 

Note : I have all the documentation to support this information in my complaint including the PHH billing payments for year XXXX which shows mishandling of my account which shows all my payments. Also in PHH XXXX the billing statement has been taken out and shows only XXXX months history of payments. And I have audio tapes. 
I encourage CFPB to publish this information as I do not believe I am the only XXXX that is dealing with this financial crisis. 
________________________________________ Submitted by : XXXX XXXX