Consumer complaint received 2016-07-25
Company: PHH Mortgage Services Corporation
State: PA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I am emailing you in hopes that I can get some resolution to some problems regarding my mortgage with PHH Mortgage Company which was supposedly " modified. '' I am confused with the status of my loan and why my payments are being rejected. I also have not received reversal of funds checks that have been issued. I have even asked that they be reissued and sent certified but have yet to receive any of them. 

When I pull my account up online it shows that there have been a total of XXXX " Reversal of Funds '' transactions on my account totaling {$1300.00}. I have only received checks for XXXX of these transactions totaling {$92.00}. 

I have also attempted several times to make payments and the funds are returned to my bank account. The most recent account if refused payments occurred XXXX XXXX when a letter was issued to me from my bank that my payment of {$3000.00} was returned for " refused payment. '' The {$3000.00} plus the {$1200.00} ( {$1300.00} - {$92.00} ) would bring my account current. 

I attempted to email this concern to XXXX XXXX my " account manager '' but the email was returned to me that her email address was not found although I was replying to an email address which had worked with previous correspondence. If A new account manager has been assigned to this loan, I have yet to receive any correspondence from them or about them. 

The only calls I receive from XXXX are from the generic collection department ( whom I have spoken with several times ) and they have never addressed my concern with the missing " reversal of funds '' checks. I am then transferred from person to person without any resolution. 

I have asked on multiple occasions to have statements mailed to me but I have not received them either. I am very frustrated and now concerned that my XXXX children and I will not have a place to live soon as I received a letter recently regarding foreclosure. 

I would think that as an " account manager '' it would be their jobs to help guide people and monitor accounts for issues like those I mentioned above but I have never received more than a letter with her name and phone number on it. Clearly I have made efforts to make payments on the account yet no explanation or ways I can resolve the issue are ever communicated to me from PHH Mortgage. I would not even know until I logged back into my bank account that a payment had been returned if it were not for my bank sending me a letter. 

I feel that my case has been handled extremely poorly and now I am in danger of losing my home due to poor management of my account. Quit frankly if this is how all modification processes are managed, I do n't see how anyone can successfully have their loan modified. 

The mortgage is in my ex-husband 's name. He previously authorized me on the account so that I can discuss matters regarding the account however every time I call they can never seem to find that authorization. I was awarded the home in the divorce decree. 

I sent an email regarding the above issue to the customer service department on Friday XXXX/XXXX/16. I received a response late afternoon on Monday XXXX/XXXX/16 saying that they do not have acces to my information and that I need to contact the Foreclosure Department. I was given yet another toll free number and extension to a department. They did not forward my concerns to the correct person. They are just sending me to another generic call pool.

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