Consumer complaint received 2017-07-20
Company: PHH Mortgage Services Corporation
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Timeline PHH Mortgage Company XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX Loan # XXXX  Authorized Third Party : XXXX XXXX XXXX spouse of borrower Regular Monthly Payment {$710.00} Late fee assessed if not received by XXXX of each month ( {$740.00} includes late fee ) Payments made Year to Date XX/XX/XXXX {$1500.00} ( XX/XX/XXXX and XX/XX/XXXX's payment ) XX/XX/XXXX {$800.00} ( XX/XX/XXXX 's Payment )XX/XX/XXXX {$740.00} ( Bounced ) No XX/XX/XXXX Payment XX/XX/XXXX {$750.00} ( Applied to XX/XX/XXXX ) XX/XX/XXXX {$750.00} ( Returned by Mortgage Company because the amount was not for total amount owed ) Loan Modification Letter Received XX/XX/XXXX Accepted Terms of Trial Plan Repayment Was told by XXXXXXXX XXXX XXXX to make 3 consecutive payments in the amount of {$600.00} Final Terms of Modification and Interest rate to be provided at the end of the Trial Period.
XX/XX/XXXX {$600.00} XX/XX/XXXX {$600.00} XX/XX/XXXX {$600.00} Received Final Terms of Modification on XX/XX/XXXX Called and Spoke to Newly assigned case Manager XXXX XXXX XXXX on XX/XX/XXXX Informed XXXX XXXX that we did not wish to continue with modification. Was told by XXXX XXXX the amount to make our loan current as ofXX/XX/XXXX was {$2400.00} She informed that we had until XX/XX/XXXX to either submit the notarized Modification Documents or made the bulk payment to bring the account current.
( We have a letter from XXXX XXXX stating these terms Titled " Home Assistance Program '' dated XX/XX/XXXX. ) Called onXX/XX/XXXX, trying to speak to XXXX XXXX but was not available, pressed 0 to speak to customer service rep to verify the amount due in full before sending payment. Spoke to Customer Service Rep XXXX and was given a different figure. He informed that as ofXX/XX/XXXX the total amount due is {$2800.00} and after XX/XX/XXXX the amount would increase to {$3500.00} Was also told by XXXX to mail payment to XXXX XXXX XXXX XXXX, PA XXXX and that electronic payments or phoned in payments would not be accepted. Was advised to call right before sending payment to ensure the amount is accurate. Asked XXXX to notate the account that {$3500.00} will be coming express mail to ensure a timely delivery either onXX/XX/XXXX orXX/XX/XXXX at the latest.
Called XX/XX/XXXXand spoke to customer service XXXX XXXX, again because XXXX XXXX was not available per her voicemail message, to confirm amount as previously advised. Was told by XXXX that the amount has now increased to {$4400.00} and that we can no longer submit the payment to reinstate because the home was turned over for foreclosure proceedings on XX/XX/XXXX.
Spoke to XXXX XXXX on XX/XX/XXXX and she said she was not sure how the account was referred for foreclosure as her and XXXX XXXX had been working together for months to avoid foreclosure. She promised verbally that she was immediately going to the processing department to stop the foreclosure proceedings. Spoke to her around XXXX and she informed that she would return the call prior to XXXX the same day ( XX/XX/XXXX ) After not hearing back from XXXX XXXX a call was placed at XXXX to XXXX XXXX XXXX direct extension. Per her voicemail, she was now gone for the day and will not be returning until MondayXX/XX/XXXX. Pressed 0 for customer service and was connected to Rep XXXX XXXX who said she was XXXX XXXX XXXX  supervisor. Explained the situation to XXXX XXXX and she expressed her apologies and also promised that she can " walk over to the processing department '' to stop the foreclosure and she also would call me back prior to XXXX the same day.
After not receiving any phone calls from XXXX XXXX or XXXX XXXX a call was placed on ThursdayXX/XX/XXXX to XXXX XXXX XXXX  direct extension. Again her voicemail indicated that she was not in the office until Monday XX/XX/XXXX. Pressed 0 for a customer service rep ( Name not taken ) who informed that no requests were submitted to the processing department by XXXX XXXX or XXXX XXXX. Was also told by rep that XXXX XXXX is not XXXX XXXX  's supervisor and asked to speak to a Senior authorized manager for help in this matter. Was connected to XXXX XXXX XXXX and explained entire timeline again. XXXX XXXX said that no one there ( at Mortgage Company ) has the authority to contact the processing department nor did anyone, himself included, have the authority to stop foreclosure.
He then proceed to tell XXXX XXXX that none of the conversations she said she has had with XXXX XXXX " sound like something XXXX XXXX would say ''. XXXX XXXX told XXXX XXXX that a recorded disclaimer at the beginning of the call states that all calls are recorded and monitored for quality assurance. XXXX XXXX then told XXXX XXXX that he personally would have to review all of the recorded conversations to determine what exactly was said. XXXX XXXX took XXXX XXXX XXXX cell phone number and promised to return the call by end of business on Friday XX/XX/XXXX.
A return call was not received by XXXX XXXX to date.
XXXX  and XXXX XXXX met with Financial Planner XXXX XXXX XXXX  on MondayXX/XX/XXXX XXXX XXXX called XXXX XXXX XXXX direct extension and her voicemail message stated that she was not available. XXXX XXXX pressed 0 for a customer service rep. XXXX XXXX XXXX spoke to XXXX XXXX XXXX XXXX along with XXXX XXXX on a conference call to try and mediate the situation and to find out why PHH violated the terms that they set forth. XXXX XXXX went over all documents that were provided by XXXX XXXX XXXX XXXX and after an hour discussion and a lot of false information, we were finally put directly through to XXXX XXXX  She indicated that the mortgage company did make a mistake by prematurely sending the account for foreclosure and her only suggestion is to let XXXX XXXX do his investigation and someone would get back to the homeowners no later thanXX/XX/XXXX. In the meantime as the mortgage company delay their investigation the homeowners are accruing interest charges, late fees and lawyer fees every day that passes. Was advised by XXXX XXXX to contact the CFPB to file a complaint about PHH Mortgage Services and there violation of the agreed terms and the bad business practices.

Company response to consumer: Closed with explanation