Consumer complaint received 2019-06-04
Company: PHH Mortgage Services Corporation
State: VA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
After submitting my application and paperwork in XX/XX/XXXX, I was granted a Trial Modification from XXXX XXXX XXXX XXXX in XX/XX/XXXX. This account has been placed in a Trial Modification Plan. The trial modification required 3 installment payments the 1st due is XX/XX/XXXX in the amount of {$720.00} during the term of the Trial Modification Plan I had to make three payments on time before the modification becomes permanent. First Payment was made XX/XX/XXXX for XXXX, I received a letter dated XX/XX/XXXX advising that XXXX XXXX XXXX has joined forces with PHH Mortgage Services, a mortgage company with well-established mortgage origination and servicing capabilities. XXXX Effective XX/XX/XXXX, PHH will be the new servicer for this account and will be collecting the mortgage payments going forward. As a result, we will be consolidating all mortgage accounts into one company, PHH Mortgage Services ( PHH ). On XX/XX/XXXX I amde the payment to XXXX since it was before XX/XX/XXXX.. 

Please rest assured that XXXX will be here through this transition. Together, XXXX and PHH stand ready to assist in any way we can. For any questions regarding the transition, please call XXXX. I was given a new account number was was told that Due to this transfer, the account number will change. The XXXX account number is XXXX, and the new PHH account number will be XXXX. 

During the first week after XX/XX/XXXX, no transactions can be made on the account while PHH verifies the accuracy of all account information in its system. As soon as this process is completed, the account will be activated and you will receive a welcome letter from PHH. During the 60-day period following the transfer date of XX/XX/XXXX, any payment received by XXXX on or before its due date will not be treated as late by PHH and no late fee will be charged. After XX/XX/XXXX, your Relationship Manager, XXXX XXXX can be contacted by calling the PHH Customer Care Center at  XXXX and requesting to speak with him/her. I called PHH requesting to speak with XXXX XXXX who was not available, instead I spoke with XXXX ID # XXXX who advised me that the Trial Modification did not come over complete and I must still make XXXX 's payment and wait for PHH to contact me. So I made XXXX 's payment on XXXX XX/XX/XXXX to PHH over the telephone XXXX Withdrawal-ACH-A-PHH TELPHHMORTGAGE SVCS ( PHHMTG SVC ) ( {$720.00} ) Confirmation # XXXX I called again on XX/XX/XXXX to speak with XXXX XXXX who was not available and spoke with XXXX Id XXXX XXXX who confirmed that all three payments were received and that the permanent modification was under review. That I should receive the permanent modification with the new payment amount by XX/XX/XXXX. That I would not be able to make a payment online or over the telephone like I did previously because the modification is not permanent. I asked what new payment amount - she replied that the amount can change since the turnover and stated she could estimate an amount of {$780.00} which was more that what XXXX and I agreed too. I then asked Since XXXX is the former servicers and sent PHH the information for you to accept my final trial payment regarding the loan modification discussions as well as any agreements that have been made. Then PHH must also ensure that it follows loan modification agreements that are already in place. She advised me that is not the case the amount can change. And I should wait the the documentation to sign/notarize and send back with my XXXX payment. If payment is not received I can be placed in foreclosure status. 

On XX/XX/XXXX, I called again to speak with XXXX XXXX who was not available and spoke with XXXX ID # XXXX who advised me that my permanent loan modification was review was delayed because the amount of loans they acquired from XXXX. That there was nothing noted about my loan in review status or a new payment amount and the PHH is well aware of the delay in processing. I asked should I sent a payment in - he stated no wait for the paperwork and that I would not be penalized. 

I have not received nothing regarding my loan modification, I have three on-time payments during this period, PHH has accepted a payment under the modification terms agreed upon with XXXX prior to the loan transfer and 60 day transfer period from XX/XX/XXXX is XX/XX/XXXX. I am worried ... I do not want my house to be placed in foreclosure.

Company response to consumer: Closed with explanation