Consumer complaint received 2016-08-04
Company: PHH Mortgage Services Corporation
State: WA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I am concerned that I am not being treated in " Good Faith '' by my mortgage company, PHH Mortgage, in my efforts to apply for Loss Mitigation Assistance. 
In XXXX XXXX circumstances developed that resulted in a significant decrease in my income and I was unable to make my regular mortgage payment. The hardship appeared that it was going to exist for 6 months to a year. I initiated application for the Home Assistance Program offered by my mortgage company, XXXX. The completed documentation was sent to my case manager, XXXX XXXX XXXX on XXXX XXXX, XXXX. In a subsequent phone conversation she confirmed receipt of the information and that the submission appeared complete. 
My mortgage was acquired by PHH Mortgage, effective XXXX XXXX, XXXX. 
I received documentation from PHH that my Loss Mitigation Financial Package was received, dated XXXX XXXX, XXXX. The documentation also advised me that my new case manager was XXXX XXXX XXXX and included a request that I complete a new application and submit similar documentation to that they had received from XXXX. 
I tried calling and writing to XXXX XXXX, but I received no response to my voice messages or letter. 
I submitted the requested documentation via Priority Express Mail on XXXX XXXX, XXXX. 
I subsequently received letters and a phone call from another individual in the department requesting additional documentation in order to complete my application. I also received a Notice of XXXX to Foreclose on XXXX XXXX, XXXX. 
The requested information was sent to XXXX XXXX via Priority Express Mail on XXXX XXXX, XXXX. 
I then received a document reporting Loss Mitigation Financial Package Received, dated XXXX XXXX, XXXX. 
A notification of Reassignment of Case Manager, dated XXXX XXXX, XXXX was the next letter received from PHH Mortgage. My new Case Manager was identified as XXXX XXXX XXXX. 
A letter from XXXX XXXX, dated XXXX XXXX, XXXX, indicated my application was incomplete and requested that I provide new additional documentation. 
The sending of documents receipt of new letters requesting further new additional documentation and reassignment of new case managers has continued since then. 
I have received documents that have indicate my account is being forwarded to an attorney to begin foreclosure proceedings and another that I am being offered a Trial Payment Plan ( that seems to have no relationship to the terms of my actual mortgage and is actually more than my normal monthly payment ). 
I have been advised my application is complete and then incomplete and assigned XXXX new case managers since XXXX. 
Voice messages left for case manager are not returned. The one time I was able to talk with a case manager, the information I was given was incorrect. 
On XXXX XXXX, XXXX I contacted a HUD counselor, XXXX XXXX XXXX from the non-profit organization XXXX XXXX for assistance in working with PHH Mortgage. 
On XXXX XXXX I received a call from XXXX XXXX XXXX who identified himself as my new case manager and that his number was XXXX XXXX XXXX. His primary concern was that I take action promptly to make use of the Trial Plan Payment that I had been offered. I asked what documents were required to complete my Loss Mitigation Financial Package application and he basically advised that a completely new application needs to be submitted. 
On XXXX XXXX, XXXX I received another request for additional information and on XXXX XXXX, XXXX I received XXXX Reassignment of Case Manager notifications. The one date XXXX XXXX, XXXX identifies XXXX XXXX XXXX and the one dated XXXX XXXX, XXXX identifies XXXX XXXX XXXX. 
I am currently working with XXXX XXXX on preparing the necessary documentation to move forward in attempting to work with PHH Mortgage.

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