Consumer complaint received 2015-10-21
Company: PHH Mortgage Services Corporation
State: IL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
After losing my job on XXXX XXXX, 2015, I applied to my lender ( PHH Mortgage ) for a mortgage counselor to assist with my inability to continue with my mortgage payments. I was assigned a mortgage counselor through Mortgage Family Services ( XXXX XXXX ) who I have been working with for the past four months. As instructed I obtained a real estate agent to help guide me through a Short Sale on my home. Working with the counselor I applied for financial assistance and was mailed a financial application to complete. I completed the application and mailed the information back to the counselor. Several weeks went by with no response from the counselor. I called the counselor and she stated that I mailed the application to the wrong address. I explained that I mailed the application to the address on the financial form and she stated that address was incorrect. I then completed another application ( approximately XXXX pages ) and resent to the correct address. Several weeks later I followed up with my counselor on the status of the application and I was advised that she could not find various pages of the application. She explained that she was unable to download pages previously uploaded to the system. This process of not being able to review parts of my application went on for weeks. I had to resend tax forms, financial information, termination of employment letter, bank statements, real estate contracts, etc. I completed at least XXXX applications packages that were resent to the counselor. I was eventually approved for a Short Sale by the lender. In early XXXX 2015 we found a buyer for our home and I advised the counselor of the recent status. I was then assigned a mortgage financial counselor ( XXXX XXXX ) who I spoke with only once. I asked about relocation assistance in which he advised the request must appear on the HUD1 Form. Because he was not aware of the amount we could request in Illinois, he stated he would research and get back to me. Information on the initial financial application stated relocation expense may be approved up to {$10000.00}. XXXX XXXX suggested I submit {$3000.00} for relocation expenses on the HUD-1 Form, which I did. As of the date of this letter, I have not heard back from XXXX XXXX via email or telephone regarding his research on the actual amount of relocation expense I can claim. I last heard from my mortgage counselor ( XXXX XXXX ) more than 2 weeks ago ( XXXX/XXXX/2015 when she advised that she would be out of the office for several days until XXXX/XXXX/2015. I called her on XXXX/XXXX/2015 for a status update, a day after she was to return from her time off but she was not available and has not returned my phone call within the XXXX hour time period. I have not heard from her since XXXX XXXX, 2015. I called and spoke to another agent and she advised to call back in about a week for a status update. I have received forms from the lender ( Affidavits ) that both the seller and buyer have signed, but no one has been able to provide either the buyer or seller the status of the Short Sale. The buyer was eager to close by the end of XXXX 2015 and it is now the middle of XXXX 2015 and it appears the realtors, seller, and buyers do not have a clue on the status of closing on our home. My concern is that the buyers will lose interest in buying the home that they are very interested in purchasing. I have collections calling and writing letters regarding payments I can no longer afford to pay the mortgage. It is ironic that there are buyers for the Short Sale and the process is dragging on with no status updates from the lender. Any assistance in resolving this issue will be greatly appreciated. 
Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation