Consumer complaint received 2017-06-08
Company: PHH Mortgage Services Corporation
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I NEED HELP. My complaint is with my mortgage company PHH Mortgage. <P/>In XX/XX/XXXX I began to have a financial hardship. I have a sick parent and XXXX XXXX XXXX grandfather and I had to leave my residence temporarily and stay in there home in Florida to help them. Due to this I was unable to pay my Mortgage in XX/XX/XXXX and XX/XX/XXXX and I feel like I was set up to fail by my mortgage company, now I am in jeopardy of losing my home. When i called to find out my options I was given a phone financial interview which I was told I pre-qualify for assistance, and advised to do a financial assistance package in order to apply for assistance. This seemed normal because over the course of my loan since XX/XX/XXXX I have had three other hardships and this seems to be standard operating procedures. At no time was I ever given any information about the requirements or rules by the lender of a modification. So I emailed the documents and waited for a response. I called to follow up every few days because I am away from my home and could not receive my mail. I received a phone call by my mortgagee company saying congratulations I have been approved for a loan modification and that my payments would be reduced for 6 months during the trial and after that is complete my payments would return close to the original payments and the past due would be put on the back end of the loan, again going through this three times before everything seemed appropriate. I began making payments as agreed ( payments were called in and paid over the phone ). I made 5 payments as scheduled and in XX/XX/XXXX I called to find out what my new payment would be after the modification. I was then informed I was not on a trial modification I was on a unemployment forbearance and I would be required to do a balloon payment and pay everything past due including the 6 months while I was on the forbearance. As you can imagine when I finally got a understanding of what my situation was i was very upset. i was told by PHH Mortgage ( my Mortgage company ) that my only options are to re-apply for assistance which I did in XX/XX/XXXX. I filled out the financial package again and on XX/XX/XXXX was called by my case manager XXXX XXXX ( who I have n't spoken to the entire time I was on this so called forbearance ) and informed I was denied for the modification because the months past due are greater than allowed I could n't due this other option that was available because I have three prior modifications and my only options are short sale, pay the past balloon payment or give the home to the mortgage company in lieu of foreclosure. I was never told by any agents of the company anything about only being able to do three modifications, if that 's the case then I should have been informed that during the process of my third modification.I feel like I was purposely given incorrect information to sabotage my loan so I give it to them. My financial situation has changed and i am working and in a better situation. I need help! Please assist me in getting a long term solution to this short term problem.

Company response to consumer: Closed with explanation