Consumer complaint received 2017-05-04
Company: PHH Mortgage Services Corporation
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In early   XXXX  ,  PHH Mortgage claims they did not receive a check I sent to them for my    XXXX   mortgage payment. There was much back and forth and after confirming that the check had not posted to my account I was provided an amount to bring the account current. By this time, I owed f or three m onths, I secured the funds, purchased a cashiers check, and paid the United Postal Service to overnight it to the mortgage company and get a signature upon delivery. It was to be delivered on   XXXX   XXXX   XXXX   and it was.     On   XXXX   XXXX  , I tried to pay my  XXXX  payment by phone and it would n't go through. Knowing that the only reason was that the payment had n't posted I went through the prompts to speak with a live person, I spoke with representative who said the cashiers check had n't been received or posted yet. I mailed my   XXXX   payment which was promptly returned to me.     I spent the next  six WEE KS without success trying to get a call back from the Supervisor   XXXX   XXXX   or the Case Manager  XXXX   XXXX . They did not return phone calls yet I kept getting calls at least once a day, sometimes more requesting payment. It got to the point that as soon as I 'd pick up the phone I 'd say " please check your notes ''. Through all of this I still was not able to communicate with anyone but collections personnel. Worse, at this point there was at a minimum {$8400.00}.  01 in  their office that had clearly been received and signed for that they could not account for.     By   XXXX   I was sent a formal letter requesting a copy of the back of the cashiers check. I 'd been asked this many times be telephone and they still could not seem to grasp the fact that the copy of the back of the check was blank because they had it somewhere in their office. Additionally, I had sent a copy of the cashiers check along with a copy of the tracking numbers for the overnight mailing to both   XXXX   XXXX   and  XXXX   XXXX   XXXX   with no response.     In   XXXX   XXXX   after much frustration and stress I contacted liaison in the office of the president. While he was able to confirm that the cashiers check had been received in their office by an employee of their company he could not determine the disposition of the check. He asked if I would be willing to replace the check. I told him that my credit union would indeed replace it with an affidavit from their company but I want willing to have an affidavit submitted without some assurance that the late charges would be reversed and the daily harassing phone calls would be halted. He agreed. since I had n't realized by this point that the   XXXX   payment was returned to me, I said I wanted to hold the payments during the investigation since they were clearly not being processed by their " cash management '' department. He agreed.     We moved forward and  two thin gs happened. First, the second/replacement cashiers check was mailed back to me afte r I 'd sent it directly to the Office of the President and he said he 'd walked it down to cash management for pro cessing. Secondly, I realized belatedly that my second mortgage which I 'd placed on automatic payment and was scheduled to be paid off by   XXXX   was having the payments rejected by the mortgage company.     When I contacted   XXXX   XXXX  , the liaison, who 'd seemed so helpful initially his first question was " what day did they request you send it by ''. I was n't given date.     It was then that I realized that this was a deliberate and fraudulent attempt to seize my property. ( If payments are returned when mailed and I can not make payments online or by telephone, there is no method for me to pay my mortgage which the company is saying is unpaid ). This thought was confirmed when I received a letter requesting a payment in the amount of {$3100.00} to bring my second mortgage current. I immediately sent the requested amount and that check was sent back saying the funds submitted were insufficient, although Id sent the requested amount and a copy of the request letter. It was sent on a letter without a date and without a new amount.     I have been forced to hire an attorney to assist me in dealing with this since I have now received notices from foreclosure companies. I thought this could be resolved quickly and peacefully, but it has been anything but. The foreclosure company has received my rebuttal but acknowledges that they are limited to the information provided by  PHH Mortgage . Because of the lingering problems, I am reporting  PHH Mortgage to ever y relevant regulatory agency I can.     It should be noted that I purchased this particular property 14 years ago and my mortgage company was   XXXX   XXXX   XXXX  . and only when I started making payments to  PHH Mor tgage have I had a problem, In the past whether it was my error or theirs, I could always get a reasonable explanation and a callba ck, PHH  has no such skills and no desire to acknowledge mistakes.      In fact, when I received a letter re the first investigation, the letter did not acknowledge the fact the downward spiral began with a check that they said they lost and a replacement check that was definitely received in their office but lost and still not located.     As of this date, I hav e sent three sizeable checks directly to the liaison in PHH 's Office of the President and I am keeping my fingers crossed that they will be applied to my account and not returned to me.

Company response to consumer: Closed with explanation