Product: Mortgage

Dear CFPB, I'm reaching out today, for some guidance, and education on what to do next! 

For the last almost 7 months now, My family and I have been trying to get back on our feet since this horrid pandemic. My mortgage with PHH Mortage was definitely affected like many others. Mainly deciding if groceries or a mortgage bill was the right decision in that moment or to feed our children. Naturally our children won. There was a good 6 months that we were behind, was told by mortgage company PHH Corporation, XXXX ID # XXXX. that all would be ok and credit would not be affected. 

Fast forward to XXXX of XXXX when " things are getting better '', and we now start the process of remodifying our mortgage. Was beyond cooperative gave them all documents and anything necessary to mke the process quick, easy, and effortless. Also had a third party involved, XXXX XXXX XXXX XXXX XXXX to truly ensure nothing went without a beat! First modification was processed in about a month we signed and had certified documents sent back in a timely manner. Making our first payment went more than smoothly at a new monthly amount of {$960.00}. Payment was made and within a month we got the horrible news that their underwriter 's had messed up the numbers or the math ( mindblowing all in its own ) and we were told we had to resign modification and our new payment would be {$1000.00}. 

So now one payment was made ( never accepted ) and was put into some time of " escrow '' account and was told it would be put towards my next payment once mortgage was all done again. In the meantime we sent yet another payment upon their request of the new amount of {$1000.00}, on top of a money order in the amount of {$200.00} to complete the difference in the first payment made of {$960.00}. Also requested by PHH. 

Few weeks go by and low and behold here come all of the checks that were submitted upon their requested returned to us and were told the new modification wasn't accepted due to signatures! Third party and I sat down and we checked every last signature to the one they had accepted prior and NOTHING was different, yet again cooperated and sent notarized docs AGAIN! 

We then had an underwriter XXXX with PHH Mortgage involved at that point, and low and behold, he found out that my marriage license was never uploaded into PHH 's system about 9 years prior! What they wanted without actually saying and just stating on the denial letter that a signature was missing, but in reality what they wanted was for my maiden name to be hyphened on my married name on the modification application. 

XX/XX/XXXX I FINALLY got the phone call from XXXX that ALL we had to do was sign old modification documentation and everything would finally be back to normal. Or so we all thought including him! Low and behold I call him the following Tuesday to ensure all was good & to let him know papers were going out that day! Only to find out that Tuesday morning that our mortgage had been sold in the middle of modification process to XXXX XXXX  right at the end of a modification that we had to go through due to the Covid19 pandemic. All for it almost to be over and be able to pay our mortgage again! Just to have PHH make my life and even bigger XXXX 

I was then advised to call new Mortgage company XXXX XXXX  to see status of our paperwork. On XX/XX/XXXX I was told by them they did not have all of the info due to PHH not providing all of it to them. It is now XX/XX/XXXX and I still don't have word from either mortgage company as to what is going on. 

They have not been complying or cooperating since it's started & is shockingly still not completed with either mortgage company. 

I also have XXXX involved in hopes they can help not only with the process but also some relief. They also know of this change recently because I have notified them about it, and provided them with a updated loan number with XXXX XXXX. I now owe more than ever about {$21000.00}. due to this very unfortunate matter. To make matters worse crippling my credit score that wasn't supposed to be affected by this whole pandemic is shot more than ever now because we " aren't paying '' our mortgage, because we literally can ' due to this huge mess, it seems like we aren't paying our biggest asset we have under our names! All due to the very unprofessional mishandling of our loan for our home from PHH Mortgage. I have complied with them from the beginning and gave them every detail they have asked for. Including doing all of the phone calls and leg work for them for over 6 months now! 

We are very concerned as to what is going on at this point with our loan for our home, as it is our ONLY asset we have for our family! We just want this all cleared up and put behind us and have been ready to get back on our feet and pay our mortgage normally. If there is anything you need from us, I am more than happy to get it to you immediately. I cant believe I have made it as far as to put a complaint against them! We just want our modification completed and our home to be OUR HOME. I was told to actually call XXXX XXXX XXXX XXXX and its literally my next step in what feels like a nightmare I cant wake up from. 



Please help our family Thank You!