Consumer complaint received 2019-05-22
Company: PHH Mortgage Services Corporation
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX : My loan was transferred from XXXX to PHH Mortgage Services. 
XX/XX/XXXX : Talked with XXXX re : setting up a new on-line banking account. I was told to wait until the loan was officially transferred before we proceeded. 
XX/XX/XXXX : Received a letter stating that my XX/XX/XXXX unpaid debt was {$2200.00} XX/XX/XXXX : Called and no one answered XX/XX/XXXX : Talked with Agent XXXX, XXXX, XXXX and finally transferred to XXXX XXXX at XXXX. 
On-line account was set up and I noticed that my account was showing that I still owed my XX/XX/XXXX mortgage payment and the amount was incorrect. Talked with XXXX and he suggested that I wait until all files had been properly transferred to make sure that PHH system had the correct information. 
XX/XX/XXXX : Received two SCRA Notification letters regarding saving my home and applying for service-members assistance program. 
XX/XX/XXXX : Called XXXX and discussed the discrepancies in my accounts for over an hour with no resolution. He suggested that I send my payment history to PHH Research Dept., to bring my account current. 
XX/XX/XXXX : I submitted all payment history information to PHH as well as talked with XXXX ( XXXX ) for almost another hour. Mr. XXXX did nothing more than repeat information on PHH system. Informed me that I was missing a XX/XX/XXXX mortgage payment, did not acknowledge receipt of my payment history to PHH Research Dept and became upset when I began to challenge the competency of their organization and XXXX 's past lawsuits and legal entanglements. Mr. XXXX stated that he had sent me letter on the XX/XX/XXXX about the status of my account. 
When I got home on XX/XX/XXXX, I had two SCRA Notification letters from PHH regarding the delinquent status of my loan. In Mr. XXXX, Case Manager letter, there is a paragraph that states that " ... if a payment of {$720.00} is not received on or before the last business day of the month, that this situation would be reported to the credit bureaus ''. 
After reading this threatening and illegal language from an organization that has only had my account for 21 days, I knew that I and anyone else doing business with PHH is in trouble. As a matter of fact, there is a 60-day grace period during the transitioning of this account when no late charges can be applied according to their correspondence to me. It is obvious that PHH is an extension of XXXX and doing business with this organization is a detriment to any average working family or anyone period! 
Resolution : To bring my Account XXXX current ; To remove all late charges, collection cost, NSF fees and properly apply funds being held in a suspense account to my mortgage payment history ; PHH to stop sending harassing and threatening letters without factual information and within the policy and guidelines of best business practices ; and Remove MrXXXX XXXX as my Case Manager. 

If anyone can help me transfer, refinance or assign my loan to a normal, credible lending institution in America, my life and those like me who are experiencing this same never ending nightmare would be forever grateful!

Company response to consumer: Closed with explanation