Consumer complaint received 2015-11-06
Company: PHH Mortgage Services Corporation
State: NJ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Credit decision / Underwriting

Complaint:
This XXXX complaint is filed against my mortgage processor company making the following accusations:1 ) Pursuant to my complaint # XXXX wherein, on the CFPB Website, I received notice that the company had responded to my complaint, stating that : a. " Response : Company states that " We are continuing our review to complete a formal response. " 2 ) That on XX/XX/XXXX, I received a letter from the office of the President stating that I would receive a response by XXXX XXXX, 2015. 
3 ) That as of today, XXXX XXXX, 2015, I have not, and neither has the CFPB website received a response from the company to complaint # XXXX. 

I request that the CPFB take into consideration that beyond the above accusation, that the CFPB give due consideration to other actions taken by my mortgage processor during period surrounding the time of the last complaint, and other letters, I have reviewed by my mortgage company. ( Again, I state that I have not received a response from the company regarding complaint # XXXX ) Post my complaint # XXXX ) I subsequently requested additional information from my case manager - for the following information which I have not received : a. A copy of the NAV calculation. 
b. I requested a copy of the NAV calculation because it can not be correct, as no appraisal of my property was performed : ( a proper NAV would include an appraisal of my property. ) i. Evidence : I have recorded telephone conversations wherein, as I was concerned about the NAV. During a telephone conversation with my case manager, I was told by my case manager that the mortgage service processor " did not do an appraisal, but that XXXX had done the appraisal ''. ( In a telephone Conversation with XXXX, I was informed that " they do not perform appraisals on properties ''. ) In other words, the NAV can not be correct, as NO APPRAISAL of my property was performed. 

c. Additionally, on the same date, XXXX XXXX, 2015, I received another letter from my case manager ( one that is not contained in my complaint # XXXX, XXXX regarding the Homeowners Assistance Program Evaluation Summary '', In THIS letter it was stated thati. " Even though you have a hardship, you are NOT eligible for the Homeowners Assistance Programs listed on the Evaluation Summary '' 1. I was not approved for ANY Homeowners Assistance Programs especially and including : a. Pre-Foreclosure Saleb. Deed-In-Lieu. ( Why have the above basic rights of settlement been removed? ) What is interesting, is that in this Evaluation Summary, I am simply told that I am not eligible for any assistance programs ... NO EXPLANATION/s as to why I was not eligible for these programs were offered. NOT ONE! 

Pursuant to my right to appeal the determination, I received nearly a carbon copy of the same letter of XXXX XXXX, on XXXX XXXX entitled " DECISION NOTICE ''. This letter simply restates what was said on XXXX XXXX that, " I am not eligible for any Homeowners Assistance Programs ... .Homeowners Assistance Program Evaluation attached to this notice ''. 
i. NO PROGRAM EVALUATION WAS ATTACHED TO THE NOTICE! 
2. NO REAL REASONS AS TO WHY i WAS DENIED WERE OFFERED.

Company response to consumer: Closed with explanation