Consumer complaint received 2019-03-20
Company: PHH Mortgage Services Corporation
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX, after my bankruptcy was discharged, I applied and was approved by XXXX for a loan modification in XX/XX/XXXX. 

The XXXXrial Period Plan required three payments of {$1800.00} on XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX. 

XXXX also found that there was a lien on the property for unpaid HOA fees. XXXX verbally stated that I would be provided plenty of time to provide proof that the lien was inaccurate. In XX/XX/XXXX, I provided XXXX with a copy of the HOA ledger showing that my property had a {$490.00} credit. XXXX did not accept the HOA ledger provided by the management company and required that the lien be released. 

In XX/XX/XXXX, the first payment was automatically deducted and processed without any issues. Furthermore, during XXXX, XXXX notified me in writing that the company was consolidating with XXXX Mortgage XXXX and that all mortgages would be handled by XXXX effective XX/XX/XXXX. 

On XX/XX/XXXX, I sent to XXXX, by email as required by XXXX, a copy of the notice of lien release ( dated XX/XX/XXXX ). On the same day, I telephoned XXXX to ensure that they received the XX/XX/XXXX payment and my email with the Notice of Lien Release. 

XXXX confirmed receipt of both and advised me that the final payment would be paid to XXXX on XX/XX/XXXX ; but, the PHH would send the final Mortgage Agreement to permanently modified my mortgage. 

However, on XX/XX/XXXX, my final trial period payment was not processed. 

On XX/XX/XXXX, I contacted XXXX who stated that they no longer had my file and I must contact PHH. On the same day, I contacted PHH by phone and email. During my phone convesation with PHH, I owed almost {$15000.00} and the account did not show that I was in a trial payment period. Then the PHH representative stated that my account wasn't completed reviewed or process by PHH and I should provided them with at least 2 additional weeks. 

On XX/XX/XXXX, PHH stated that the final XX/XX/XXXX trial payment was not accepted by XXXX or PHH because on XX/XX/XXXX, XXXX denied the loan modification on the basis that the lien release was not recorded. The PHH representative suggested ( 1 ) apply for a loan modification ; or ( 2 ) request my file to be reviewed for errors so that PHH may determined if the lien release was recorded before or after the XX/XX/XXXX denial decision. 

In none of XXXX 's documentation, including the Trial Period Plan, was a deadline provided for the lien release. The only requirements were that ( 1 ) the title on the property is clear and ( 2 ) three payments made on XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX. 

A complete chronology with all attachments, including but not limited to, emails, notices, trial payment period, was submitted to PHH my email on XX/XX/XXXX. PHH will also receive a hard copy of this chronology and notice of this complaint by mail no later than XX/XX/XXXX. 

Because of the size restrictions, the chronology without attachments will be uploaded to the CFPB. A limited number of attachments may be uploaded at a later date.

Company response to consumer: Closed with explanation