Consumer complaint received 2019-06-25
Company: PHH Mortgage Services Corporation
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Hello, My name is XXXX XXXX XXXX, I am contacting you because I am concerned the company who bought my mortgage loan is defrauding me.

I originally took two Mortgages in XX/XX/XXXX with XXXX XXXX to purchase two properties located in XXXX XXXX, zip code XXXX. 0ne loan was for XXXX to buy a vacant block of land and the other XXXX to purchase a house and land.

Several years later these loans were sold off to other companies, XXXX was sold on to XXXX XXXX XXXX, ( which was paid off in full in XX/XX/XXXX ), and the property located in XXXX XXXX CAXXXX   was taken over by XXXX XXXX XXXX. In XX/XX/XXXX purchased a 3rd property, paid in full.

On XX/XX/XXXX, PHH Loan service took over my loan of XXXX. I was not sent a notification of this until XX/XX/XXXX, after I had paid my XX/XX/XXXX mortgage to XXXX XXXX XXXX. My new loan Number with PHH is XXXX It was then they informed me I was 6 months behind in my payments and owed them {$15000.00}. One of the biggest issues with dealing with this company is the Language barrier, I at first thought she said I was behind {$15.00}! After several calls I was told I was 3 months behind and then 6 months behind in my payments which was impossible as bank records indicate otherwise. In an attempt to quickly clear up the issue I sent 24 months worth of bank statements, clearly showing money being withdrawn and deposited by XXXX XXXX XXXX every month via fax.

I sent several faxes with my bank statements requesting an investigation, but was ignored. I do believe the language barrier I encounted made communication very difficult.

When by some miracle I did find someone who spoke clear English I asked if there was any pending action against my property and was told " no ''. Again all calls are recorded by PHH Mortgage. I was informed an investigation WOULD take place and no action would was pending. An investigation takes between 7-15 working days.

After 3 weeks, still no word. On the XX/XX/XXXX I contacted PHH Mortgage Services to inquire about the investigation, which was STILL PENDING.

However they had, without contacting me or giving me any prior notice, put my home into FORCLOSURE and I was forced to pay an extra {$15000.00} then and there or loose my home!

On a phone call dated XX/XX/XXXX at XXXX, EST , PHH Mortgage Services agreed that their investigation shows my funds were mistakenly allocated incorrectly and that the would rectify this situation along with correcting my credit score. It would be rectified in 7-15 days. Once that was done, I could then apply for the {$15000.00} I was forced to pay in order not to loose my home to be refunded.

Well that did not happened did it?

Phh Mortgage Services agree I did pay my mortgage every month, but somehow a large financial institution managed to allocate my money incorrectly. AND I have to pay {$15000.00} in fines and fees for their mistake??? Now how is that possible or even legal?

They have caused considerable mental distress to me and my family, severely damaged my perfect credit score to the point I could not even refinance a tricycle!

I really need this company investigated! I have been dealing directly with XXXX, service ID -XXXX, his direct phone number XXXX XXXX XXXX. I am more than confused as to what is going on or how they are able to defrauding people so openly.

XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief