Consumer complaint received 2016-09-06
Company: PHH Mortgage Services Corporation
State: PA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
I am a PHH customer, Loan # XXXX. I initiated a refinance application in the first week of XXXX XXXX. That refinance application was given the # XXXX. I received a complete packet of documents from PHH, which they needed me to complete/sign and return. I sent them everything they requested except for the XXXX Income Taxes, because we had requested an extension while waiting for the state of Maryland XXXX XXXX to correct a form they 'd sent us for the IRS. 

In XXXX, XXXX, PHH closed my loan application and wrote to me saying I 'd closed the loan application ; they also charged me for accumulated fees they had incurred in the the loan process on my behalf. 
I had not closed the loan application. In fact I was in communication with the PHH Loan Processor regarding remaining documentation he ( XXXX XXXX ) had requested from me ; I was anticipating the XXXX Income Tax form and it arrived and I emailed it and additional documentation to him on XXXX/XXXX/XXXX. 
I contacted PHH to get an explanation and was told by XXXX XXXX and his supervisor, XXXX XXXX, that PHH had closed my refinance application in error, and that XXXX XXXX would reactivate the loan application within an unspecified period of time. 
PHH had demonstrated an unresponsiveness to me from XXXX thru XXXX during the initial application period ( XXXX60 days ), but I continued to contact them with emails and phone calls. When they canceled the loan in XXXX XXXX and assured me they 'd be calling me back to update me, I did not wait too long for them before calling/emailing them to find out the status. Days passed with no written update or phone calls from PHH. 
I eventually learned that PHH had canceled the loan, reopened the loan, then canceled the loan again in XXXX. 
I submitted a complaint to the Office of the President along with forwarded copies of all emails between me and XXXX XXXX over a 2+ month period. After 11 days, I called a XXXX XXXX XXXX in the Office of the President seeking a summary of what she 'd learned during her 10 day investigation. XXXX XXXX XXXX told me the cancellation was the result of my not responding to PHH request for additional documentation ; I refuted that by referring to the emails I 'd forwarded to her almost 2 weeks prior. It seemed to me she might not have reviewed the timeline. 
Therefore, I found out who was XXXX XXXX XXXX 's supervisor and on XXXX XXXX, XXXX, I wrote to XXXX XXXX XXXX. He assured me he 'd have the investigation done properly and get back to me with response to my questions, which were as follows : 1. Please tell me what PHH learned thru its investigation about the processing of my loan application? 
2. Why did PHH cancel my loan application on each of XXXX occasions? XXXX XXXX XXXX and on XXXX XXXX, XXXX XXXX Why did PHH attempt to reinstate my loan on XXXX XXXX and on XXXX XXXX ( and XXXX? )? 
3. Timeline of the loan application process by PHH? 
4. Timeline of my loan application process by PHH? 
5. Which documents that I 've submitted to PHH during the loan refinance application process would PHH request I resubmit during Reactivation? 
6. What are the major steps in a loan refinance application process, and how does Reactivation figure in the loan refinance application process? 
7. What 's the status of my loan? 
8. I later asked them if they 'd refund me the fee they charged me for erroneously canceling my loan and claiming that I 'd canceled the loan application. 

XXXX XXXX assured me they 'd be responding but I have not heard from them, nor have they replied to my followup inquiry, since an initial acknowledgement from XXXX XXXX on XXXX/XXXX/XXXX, that he 'd received my email.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation