Consumer complaint received 2019-05-27
Company: PHH Mortgage Services Corporation
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX of 2018 my husband got sick and was unable to work. We immediately applied for a mortgage modification with our mortgage company, XXXX at the time. After several months of delays and requests to submit the same documents over and over I contacted the ombudsman. A short time later we were approved for a trial modification to begin in XXXX and continue for three months. I made each of those payments early. I hadnt received any other information so in mid XXXX I made a payment for XXXX. Shortly after I received an email that we had been approved for a permanent modification. I waited a couple weeks but never received the paperwork. I emailed XXXX to let them know I didnt receive it. During this time my account was being transferred to PHH Mortgage. My husband also passed away in mid XXXX. Finally at the end of XXXX I received an email containing the modification agreement. I immediately signed as successor in front of a notary and mailed the documents to the address provided. One of my coworkers is a notary so I signed in my office and walked the documents to the post office next door that same day. During the time between XXXX and XXXX while I was trying to get the modification paperwork I spoke with someone at PHH. I was asked to send in my husbands death certificate and I was assured that this would allow me to assume the mortgage. I faxed a copy to the number provided. Shortly after I sent in the modification agreement ( early XXXX ) I received a letter asking for additional documentation showing my right as successor. I emailed a copy of my drivers license, the original warranty deed showing my husband and I as joint tenants, and information from my county assessor showing me as the sole owner of the property. Colorado law states that property automatically transfers to the survivors on a deed when one dies. I didnt hear anything back and I was still unable to make any payments. In the beginning of XXXX I started contacting both customer service at PHH and the assumption department I sent my information to. After several emails I finally received a response just last week from customer service informing me that the modification was canceled because they didnt receive the paperwork. Supposedly a letter was sent informing me of this, but I never received it. I suspect it was addressed to my late husband whose mail is returned to sender by the post office as he is deceased, if this letter was actually sent at all. 
I sent that paperwork as soon as I received it at the end of XXXX. This is far too important for me to delay or put my home at risk. I just lost my husband and now I risk losing my home because my mortgage company is either incompetent or a scam, and trying to force me into foreclosure. 
I have done everything that has been asked of me and I would still be making my payments if my account information and payment access was correct and available. I would like this resolved and the modification I signed to be honored.

Company response to consumer: Closed with explanation