Consumer complaint received 2015-06-01
Company: PHH Mortgage Services Corporation
State: PA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
XXXX XXXX retained, then the XXXX XXXX XXXX to help protect her home from foreclosure in XXXX, XXXX. Over the next several years, XXXX XXXX XXXX worked with him and his lender, PHH Mortgage, to prevent the foreclosure sale of her home and to try to negotiate a more practical mortgage arrangement for XXXX XXXXTo that end on XXXX XXXX, XXXX, we Firm submitted a workout package for consideration to representatives at PHH Mortgage. Shortly thereafter, the client 's assigned Single Point of Contact, form that point, no one took the time to call or advise on documentation request. After numerous attempts on reaching out to PHH Mortgage, I was directed to speak to the Single Point of Contact 's manager, XXXX XXXX who then had XXXX XXXX XXXX reach out tour firm and advise. Documents were being requested via email by XXXX XXXX XXXX , and we complied every time. This back and forth continued for some time as now, the XXXX XXXX XXXX XXXX XXXX and XXXX XXXX provided every single piece of requested documentation, while underwriters and their representatives dragged their feet, asking for documentation that was up-to-date previously and furthers other documentation that they had already confirmed receipt of with the initial package. 
While PHH Mortgage badgered XXXX XXXX for updated documentation, they also moved forward with the foreclosure process, placing a sale date on the client 's property. Through cooperation and stern negotiation, the XXXX XXXX XXXX XXXX XXXX was able to postpone the sale date that was to occur XX/XX/XXXX. As of today, there is an upcoming sale date scheduled for XXXX XXXX, XXXX. At that point of time, I we were dealing with XXXX XXXX, Escalation Specialist, until present, she will not take our calls. 
In the meantime as well, the client has provided updated bank statements and paystubs to PHH Mortgage but refuses to notify us on the update of the loan because PHH flagged the file as litigation. We were prompt numerous times to reach out to their attorney, XXXX XXXX, XXXX and each time we were advise by their attorney that they do not handle modifications, document requests or review updates. We have written confirmation that documentation was provided to PHH Mortgage and confirmed that the client 's file was still under review, that all documentation had been received, and that someone would reach out to our office with update. I found myself calling PHH Mortgage XXXX per week every week with the same run- around! 
After having this demonstrated to the Manager, Specialists and agent, everyone backpedaled and abjured any responsibility for providing misleading information about PHH Mortgage review process, despite this being the very essence of their job per the guidelines of the Making Home Affordable program! 
As mentioned previously to all the agents that barely touched the file, the client 's intention is to keep their home and go back to good faith payments. 
Since receiving the client 's workout application PHH Mortgage has not performed the proper due diligence the client 's file necessitates, and has caused undue stress towards a client who has experienced tremendous hardship, lives on a fixed income, and is doing everything they can to protect her home.. All throughout this time, the assigned everyone failed to communicate clearly about the underwriting and review process. I was either cutoff abruptly or told that there is a sale date an documents should 've been in for review. 
It is now requested that PHH Mortgage stops the sale date, review thoroughly, XXXX XXXX 's file and review him for workout options including HAMP, in-house modification and forbearance. It is also requested that PHH Mortgage censure all parties for failing to perform adequately as the borrower 's representative.

Company response to consumer: Closed with explanation