Consumer complaint received 2015-04-23
Company: PHH Mortgage Services Corporation
State: PA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I was behind on my mortgage payments in XXXX. The mortgage company was calling my house 6+ times a day which was very intimidating. They were also sending several letters a week. I reached a payback agreement with my mortgage company for XXXX. The payback arrangement included an escrow account payment and approx {$300.00} extra a month to cover XXXX XXXX and XXXX XXXX. My first payment was made in XXXX XXXX which covered XXXX and XXXX XXXX. XXXX XXXX was to be my last payback payment and starting XXXX XXXX my monthly payment was to go back to a normal monthly payment ( which now includes escrow which was not included before XXXX. ) In XXXX XXXX the mortgage company sent out a statement that continued at the rate of my payback agreement, twice the amount that I am suppose to pay. I paid this amount, but I do not agree with the amount charged. The XXXX XXXX statement is also for a larger amount than the payback agreement. XXXX XXXX I was to be at a XXXX balance. I also question " fees '' charged. My normal due date is the XXXX of the month, but my payback payment was later in the month and the mortgage company ( I believe ) wrongly charged late fees each month. The date for payback payments was set by the mortgage company. There are also " fees '' charged with no explination. After batteling through XXXX and getting my account in order, I find myself once again having difficulty. I am in the construction industry ( self-employed ) and winter months are difficult enough without finding that my mortgage company is altering my payments contrary to our payback agreement. I have spoken to the mortgage company severals times. Each time I go through a series of departments, none of which knows what the other is doing. I am given different information by each person I speak to and feel as I am getting no where. The mortgage company has been pushing for me to make another agreement/modification. Several years ago I tried to go through this company for a HARP loan. I sent a lot of personal information and was told it was n't enough information and was denied the HARP. Because I do not trust the mortgage company I have contacted gov website for making home affordable information and was assigned a counselor from XXXX XXXX. She took all kinds of personal information, emailed me copies and sent all the information to my mortgage company ( while I was on the phone. ) I got a call from my mortgage company account manager and she told me she needed written permission to deal with XXXX. She called 6 days later and said she did not receive any thing from XXXX. Why did she request permission if she did n't receive anything from XXXX? Further, during the year of XXXX, while I was making payments on my agreement, I continued to get letters stating that I was not paying my account on time. Also, on XXXX XXXX, XXXX I received a letter from my mortgage company : " Notice of Case Manager Reassignment. '' When I spoke to my case manager who I had made the payback agreement with he stated that the letter was advertisement. It was from the mortgage company, it was threatening and it truly stressed me out. It was not true information and an attempt to do who knows what on behalf of the mortgage company.

Company response to consumer: Closed with explanation