Consumer complaint received 2016-07-29
Company: PHH Mortgage Services Corporation
State: NJ
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure

Complaint:
For the past 2-3yrs My husband and I have been trying to work with PHH Mortgage to modify our home equity loan. We are both XXXX and our request was to bring our recently increased payment back down to interest only payments, which we could afford. We requested this action until we got back on our feet. PHH assured us it would n't be a problem to make such a request. At the time we were current on our payments and did n't want to fall behind. They stopped us from making payments after we fell behind from continuing to make the interest only payments while we worked with them. PHH has drawn this process out for over two years. We have been in a vicious cycle of sending and resending forms. Every time we send a packet they claim it 's incomplete. Once we resend the " missing forms '', they claimed that others are expired, we redo those and of course something else is missing. They 've also claimed that we had encoded our emails when we 've been sending emails all along - and now suddenly they 're 'encrypted '. We have gone through this for over two years with them, and at no time has PHH ever competently served our needs. Meanwhile our debt with them is skyrocketing. I have sent our 2015 taxes to them, as a resend, twice in XXXX and twice in XXXX. I am waiting for them to tell me once again they did n't receive it. We have used fax, XXXX, US mail, XXXX and scanned documents to them. It does n't matter how we send them, they never have a complete packet, which is what 's needed to process our modification and avoid foreclosure. During this time we have had XXXX case managers assigned to our case and of course each time they change we have to start over because they ca n't find some needed form gone missing. I had XXXX supervisor who promised to help me and now she no longer works with the company. Now they are threatening us with foreclosure which they said would n't happen as long as we are working on modification. They have put us an additional {$1000.00} in debt and I ca n't help but feel it 's all been a scam. Our family is suffering, my marriage is suffering, they have caused such stress and strain on our lives. I have been losing my hair, sleep and just overall health from the stress of being potentially homeless. What i thought would be a simple process has turned into a nightmare brought to us by PHH Mortgage. We never chose PHH, they were thrust upon us. We have no recourse with PHH, the reps get mad and yell at us. They blame us for their incompetence. We send what they asked for and they send an email saying that they have received it, and then they " lose it. '' I could not believe it, when I asked how we could ever complete our packet if papers keep getting lost, our new worker XXXX XXXX, replied in a very nasty tone, " If you people could do what your are supposed to do we could move forward ''. I told her we have been very careful and the increasing debt is our motivation. She sighed and asked if there was anything else she could help me with. I asked if I could bring a packet to them and her answer was : " Do you live in Maryland? '' followed by a firm NO. There treat us so badly. The packet has to go to an office in Maryland and Maryland scans the forms to PHH here in New Jesery. Just yesterday I sent the 2015 Taxes again for the XXXX or XXXX time. It seems they want us to lose our home but not until they increase our debt. I should mention that although the house is in both my husband 's name and my own, I did n't sign for the Home Equity Loan. The Loan is in his name and I did n't give permission to execute a loan on this property and we have equity at risk. I would appreciate any help you can give. They are bad people and based on reviews, have hurt a lot of people. Thank You

Company response to consumer: Closed with explanation