Consumer complaint received 2017-04-02
Company: PHH Mortgage Services Corporation
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
PHH Mortgage Services is my mortgage and I received a letter for " Foreclosure Intention ''. I called them as soon as I received the letter stating I was two months behind in payment. I called and spoke with the mortgage representative on XX/XX/XXXX @ XXXX. They would not speak to me since I was in bankruptcy. I went into bankruptcy 4 years ago since I used my personal credit cards to pay for materials and bills since he is self employed. I thought XXXX of the companies that we XXXX for were not going to leave the state and all the unpaid invoices which they did. I learned to keep personal and business separate in a very costly fee. I called the number that they told me to call the next day. They told me they would not talk to me and I had to contact my bankruptcy attorney. I called and spoke to my attorneys assistant and emailed her copies of checks that were cleared front and back since XX/XX/XXXX. She was confused and left two messages with them and they finally called her back stating they can not talk to her since I have a prior attorney?? We both did not understand that. She told me that they would open the lines for anyone to talk to me regarding the delinquent amount. I called and spoke to one rep who told me that I was not receiving monthly statements, but could not talk to me and transferred me to another rep. They told me after leaving me on hold for a lengthy time and speaking with another rep to figure it out. XXXX stated that is started XX/XX/XXXX with the Escrow Analysis that they did. He then told me that I was finally making the correct payment in XXXX XXXX after they did another Escrow Analysis. I still did not receive any phone calls, notices or emails regarding the back balance. They sent me a check in the amount of {$1000.00} that was in a suspense account. I asked what they did with my payments and he stated they went towards the payment due and the shortage was sent to a suspense account. They could not keep the account anymore and sent the check to me. We did change insurance agency in XX/XX/XXXX. I did get a check in the amount of {$740.00} that my previous agency XXXX as a refund. I asked XXXX our new agency and she told me to send it to PHH Mortgage. I called on XX/XX/XXXX at PHH Mortgage and spoke with XXXX and she told me to cash it and send it to the address she gave me and attention Escrow. Which I did. The loan is still under my maiden name, even though, I called them and they changed it on my coupon books that I was receiving at that time. Then I just send a letter each time with my check to have it submitted for my monthly payment. I now continue getting letters each day from PHH Mortgage regarding this issue which does not help with the stress with myself and husband. XXXX advise me to go to XXXX and it will show me info. He faxed me the XX/XX/XXXX Escrow statement since I would not be able to look at it on line. I just do not know how it came to exactly 2 months of payments delinquent?

Company response to consumer: Closed with explanation