Consumer complaint received 2019-05-01
Company: PHH Mortgage Services Corporation
State: NY
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
My mortgage service merged from XXXX XXXX to PHHUS Mortgage. They have absolutely the worst service. I thought XXXX was the XXXX in the XXXX XXXX. Not now, PHHUS is below that, they are the XXXX in the XXXX  XXXX. 

I received my introduction package a week ago and the information contained in the documents were incorrect. The trial paln mortgage payment was incorrect and when I contacted PHHUS after 2 attempts and rude individuals they told me that was the information that was available at the time of transfer. That information is incorrect becuase XXXX approved me for a trial plain 2 months ago. My trial plan payment was to be {$1700.00} for XXXX, XXXX and XXXX. 

Yesterday, XX/XX/2019 I went to my XXXX XXXX office to make my quick collect payment. After nearly 5 attemtps trying to set up my quick collect same day I was informed that the NEW ACCOUNT NUMBER provided by PHHUS Morgage is incorrect and does nut match the BILLER entity which in this case would be PHHUS Mortgage. 

I spent 45 minutes of my lunch hour trying to get this straightened pout by callin PHHUS and the attempts went unsuccessful. First there are 3 phone numbers none of which anyone was helpful. One of the phone number is outside the United States of America.XXXX-XXXX-XXXX. I do not provide my personal information to anyone outside the United States and WILL not in this case. In an case the women could not help me and transferred over the the US and the call was LOST. 

I then proceeded to call back XXXX-XXXX-XXXX, and still the same situation, no one could help me or either explain to me why I was receiving the XXXX XXXX XXXX XXXX error with my NEW ACCOUNT NUMBER. I asked to speak with a manager, I was transferred and the call was lost for a second time. GREAT SERVICE SO FAR HUH???? 

I called back for a 3rd time now going on 45 minutes and received XXXX ID # XCM, XXXX was unable to help me. He spoke with his supervisor and they did not know why I was getting the XXXX XXXX Error. He said I could make the payment over the phone using my checking account information which I am hesitent about, because never ever are the trial plan payments allowed to be paid by checking account. ONLY XXXX XXXX XXXX XXXX, BANK CHECK OR CERTIFIED FUNDS TRANSFER. IN THIS CASE NONE WOULD OF WORKED BECAUSE OF THE WRONG ACCOUNT NUMBER POROVIDED BY PHHUS MORTGAGE XXXX INFORMED ME THAT THEY ARE OPEN TILL XXXX IN THE EVENINGS SO I CALLED BACK WHEN i ARRIVED HOME FROM WORK AT XXXX XXXX. ALL 3 PHONE NUMBER S FROM XXXX XXXX TILL XXXX XXXX   WERE UNAVAILABE AND HAD A WAIT TIME OF 20 MINUTES WHICH WAS THE REMAINING TIME LEFT TILL PHHUS MORTGAGE CLOSED IN NEW JERSEY OFFICES. GREAT SERVICE HUH????? 

AS A RESULT I STAYED ON HOLD TILL XXXX XXXX UNTIL WHICH A MESSAGE CAME ON TO PRESS 1 FOR A CALL BACK. THIS IS XXXX, PHHUS CLOSED EARLY AND DID NOT HAVE THAT PEOLPLE TO HANDLE CALLS OR ACCEPT PAYMENT. 

PHHUS MADE ME MISS MY FIRST TRIAL PLAIN PAYMENT AND NOW HAVE TO APPLY FOR ANOTHER MODIFICATION TRIAL PLAN AS A RESULT FOR THEIR XXXX SERVICE. I WILL ALSO BE SUBMITTING THIS COMPLAINT TO THE XXXX XXXX OF NEW JERSEY. 

THIS SERVICE AND XXXX XXXX IS COMPLETE NONSENSE AND THIS SERVICER NEEDS TO BE INVESTIGATED ... ....

Company response to consumer: Closed with explanation