Consumer complaint received 2019-06-12
Company: PHH Mortgage Services Corporation
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Recently my mortgage loan was transferred from XXXX XXXX XXXX to a company it purchased and now owns called PHH Mortgage XXXX. I was only two months behind and not at risk of foreclosure since XXXX did not foreclose until the loan was 89 days past due. 

Today, on XX/XX/2019, I contacted PHH Mortgage XXXX to notify them I would make a payment on tomorrow. I spoke with relationship manager named XXXX. XXXX informed me that PHH would reject the payment I make on tomorrow. I asked why. Per XXXX my loan was now showing for five months due instead of two months due. 

I asked XXXX how could that be since every month I made a payment I would call XXXX and speak with XXXX about the payment and I was always told I was two months due. XXXX also showed this information on my online account as well as in reports to the credit bureaus.. 

I found out that PHH Mortgage XXXX, upon recieving my loan, went back and removed all prior modification agreements which has put me in foreclosure. I had dealth with this same issue for years with XXXX. They would make a modification agreement and suddenly out the blue it would disappear. Their relationship managers ( who are nothing but Hardcore collection agents who use a mix of threats, intimidation, coercion and fear tactics XXXX would then try to hurriedly get the person to send thousands. 

The relationship manager isn't a relationship manager at all. They are as previously stated nothing more than a hardcore collection agent whose base pay is a mix of commission. 

This is why everytime I call in every other PHH agent refuses to speak with me and they say only the 'relationship mgr ' can talk to me. Again he's a collection agent. 

Well, XXXX informed me that when I made my payment to PHH I gave PHH permission to remove all prior loan servicing agreements. Or something similar. This isn't true. I paid PHH because when I tried to pay XXXX the payment was rejected as XXXX had transferred the loan and XXXX had advised me that I had to send my loan to PHH. 

I never gave anyone permission to strip my loan of the payment agreement. It was the only way I have been able to keep my home. 

I asked to speak with XXXX 's supervisor and I ended up speaking to someone named XXXX who said she was a supervisor and she said that PHH Mortgage XXXX  did not have to honor any past agreements or loan terms with the previous servicer.

So PHH decided they would put me immediately back in foreclosure. Without Notice. By making all past due payments, even those payments XXXX had rolled to the back of the loan, now suddenly due and owing. 

I told her this was not right. It's a cruel thing to do to someone and it shows me that PHH is putting profits over homeowners. 

I need someone to step in. I can not escalate at all when I call PHH. I get a lot of push back. No one ever returns calls. 98 % of PHH agents won't speak to me at all on my loan directing me to one person whose rarely there and I can never really reach them. 

Please help me. PHH needs to honor all previous agreements as XXXX 's paperwork stated they would.

Company response to consumer: Closed with explanation