Consumer complaint received 2019-06-18
Company: PHH Mortgage Services Corporation
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX, we had struggled to make payments due to a death in the family, paying off expenses. We had a balance outstanding on our mortgage of over {$1000.00} due to ongoing late fees, 2 modifications done incorrectly and several complaints to the mortgage company and against them regarding collection tactics. They would not work with us and would not assist to bring our loan current other than continual modifications.

They were sending out a man that would take photos of us and our home numerous times telling us to call our mortgage company and parking out in front of our neighbors, provoking them to ask questions and listen to these conversations. 

The mortgage was then passed from XXXX to XXXX and now PHH after our last complaint of XX/XX/XXXX. We were contacted by the state assist for veterans to help pay the overdue balance that we had disputed. They had called XXXX and got a total. {$1200.00} which was paid by the VA in XX/XX/XXXX. Shortly after, there were late fees accessed and we were told that more was due. We paid our payment when we thought it was due and since this time, our mortgage remains past due. We have tried to work with them. My wife had tried to contact them. They refused to talk to her. I sent a letter and a copy of my DPOA. She and I have been married for over 18 years. THIS LETTER WENT IGNORED. We can not even access our account to print out a statement but keep getting notices of late fees, letters addressed only to me and Then the events of today. 

My wife was coming home from a job interview. A car stopped her at the end of our driveway while she was locking our gate. The neighbors were outside. Everyone stopped and listened. I heard the following from my wife and the neighbor-both stating the same occourance of the following event, today XX/XX/XXXX at XXXX XXXX. 

The woman and man in the vehicle, stated the following in a very loud manner. " IS this where XXXX XXXX lives? Oh, I mean XXXX XXXX! I went to school with XXXX XXXX. '' Thinking that this was a relative, she said, yes, but his name is XXXX XXXX. He legally changed his name. " Is he related to XXXX XXXX? " " I'd rather not say, can I help you? '' My wife said. The woman in the car said very loudly, " I am from the bank! I have a letter for him! The neighbor on her cell phone, put her phone out in front of her as if to be recording the conversation. She knows everyone in our town. 

The woman proceeded to tell my wife that she has to come in the yard and take a photo of the house. My wife expalined to them that I have severe medical problems. One of them being XXXX XXXX XXXX. She continued to tell my wife that she knows my family as well as speaking at the loudest volume of her voice so 3 sets of neighbors know my financial situation of my home. 

We are paying a monthly mortgage payment every month on time. Since XXXX and XXXX owned our home, I have had nothing but trouble with them then they tell my credit report as well as the VA and now all of my family and neighbors that it is my doing to be default in my loan.

This started as a VA mortgage. I was making {$50000.00} a year. We had a car accident and my wife and I were BOTH removed from work. Now my wife is looking for work as well as working from home and being a student at XXXX XXXX XXXX XXXX  XXXX. We are BOTH XXXX and I  am a veteran. I have had 2 modifications done and had to ask for help several times due to late fees and XXXX, XXXX and now PHH. I recently tried to switch to XXXX loans for my mortgage to make it a VA mortgage. They said they can not help until PHH lists my payments as current. They were current after VA paid them a very large payment in XX/XX/XXXX. This person that came out here is going to tell my family and now my neighbors know!!!!!!!!!

Company response to consumer: Closed with explanation