Consumer complaint received 2016-09-19
Company: PHH Mortgage Services Corporation
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Our mortgage was with a company named XXXX. After filing bankruptcy discharged in XXXX XXXX we applied for mortgage modification in XXXX XXXX. After 9 months of supplying information we were approved for the modification. Our XXXX trial payment was due XXXX. We sent our first trial payment to XXXX. They received the payment before the due date as the record shows and cashed our check. Unknown to us, the mortgage was transferred the same day of the due date of the first trial payment XXXX XXXX XXXX XXXX. We were not notified of the trabnsfer until later in XXXX. We sent the next trial payment due XXXX XXXX. to PHH Mortgage they received the payment on time and cashed the check as the record shows. Our third trial payment was due XXXX XXXX. I called PHH on XXXX XXXX. and with the assistance of XXXX XXXX I made the third and trial payment with an ACH check which I will attach showing PHH received it on XXXX XXXX XXXX XXXX and the funds were transferred to their bank account on that date. After much confusing and misinformation by PHH we received the attached letter dated XXXX XXXX, XXXX saying they are honoring the terms of the modification in paragraph XXXX, upon receipt of the XXXX trial payment. They had already received it. We want them to comply with their commitment to honor the terms of the modification. The terms were met. Also the terms of the loan modification state the insurance and taxes are included in our payments as the record shows. This letter states in paragraph XXXX, XXXX failed to inform PHH of the loan modification. They also failed to notify us of the mortgage transfer in a timely manner. Also in the attached letter dated XXXX XXXX, XXXX, she states the record shows we appied for mortgage assistance with PHH on the loan. This is false as we had already been approved. I was asked if I wanted to apply on this loan and I said no as we were already approved. Their is nothing in the record showing we applied for mortgage assistance on loan # XXXX. The statement in paragraph XXXX is false in saying we applied.The " package was incomplete '' because their was n't XXXX. We just want to get on with our lives as this has been going on now for over a year. They need to do what they say they are going to do. Please see attached trial agreement with XXXX showing the XXXX trial payments are due on the first of the month starting XXXX XXXX. XXXX. The letter from XXXX XXXX, XXXX from XXXX XXXX stating they are honoring the terms of the modification. The ach check to PHH drawn from our bank and into theirs XXXX XXXX st. the due date complying with the terms of the agreement. XXXX XXXX told me to send the same amount of the trial payment for our regular payment XXXX XXXX. which we did and it was returned to us. They have said they will accept no more payments. I will also attach the original trial payment agreement with XXXX showing the payments were due on the XXXX XXXX of each month not the XXXX. as stated by XXXX XXXX with PHH.

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