Consumer complaint received 2017-03-31
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: PHH Mortgage Services Corporation (VA)

In XX/XX/XXXX, I refinanced my mortgage with PPH Mortgage, with the same lender that the original mortgage was held by since XX/XX/XXXX. On XX/XX/XXXX, I signed a closing disclosure statement agreeing to the Loan terms, Projected Payments and costs at closing. The estimate escrow payment itemized on this disclosure was XXXX. Homeowners insurance of XXXX and taxes of XXXX equaling XXXX. On this disclosure it clearly stated by an X listed under This estimate includes In Escrow? 
The estimate payment was XXXX of which XXXX was principle and XXXX was escrowed. The first 2 payments on this new note were paid around XX/XX/XXXX and XXXX. I noticed when payment was made that the payment was only XXXX and thought maybe this was an adjustment for possibly over paying at closing however when my XX/XX/XXXX payment was due it changed to XXXX.For remaining payments throughout the year, my payments remained at XXXX. I assumed that everything was correct until XX/XX/XXXX, when I received a letter from my PPH stating that they needed a copy of my homeowner 's policy. So I called my homeowners agent and he stated that they sent a bill to PPH mortgage back in XX/XX/XXXX but had not received payment for the coverage. So I called PPH and they stated that the homeowners insurance was not in escrow. To say the least I was very upset. On XX/XX/XXXX I called and left messages with my Loan Processor, XXXX XXXX XXXX. I decided to email and see if I could get a response on XX/XX/XXXX. I will quote my email to him " XXXX I thought my homeowners was included in the refi? I called and left a message waiting for you to return my call. I will call again today. '' ( XXXX ). He replied to my surprise and said " The insurance was included as part of the escrow '' ( XXXX ). The next day I replied back " Well PPH did not pay it when the bill was sent in XX/XX/XXXX and did not even notify my home insurance company XXXX that they were not going to be making a payment. I had to find out after it expired on XX/XX/XXXX. Can you please look into this. ( XXXX ). He replied " You need to contact customer service, I ca n't help with anything in my role. ( XXXX ). He could have a least had someone to call me form customer service how could this have happened I felt helpless. Nothing.So called XXXX and arranged to place a 20 % down payment on my homeowners and placed an EFT on my checking account. At this point, I was protected and not at risk. After taking the time and effort to acquire the homeowners and make payments on my own. PPH without my consent made a payment of XXXX on XX/XX/XXXX. I had already paid XXXX earlier that month as a 20 % deposit of the annual premium of XXXX.Earlier this past week I received a letter from PPH with a check for XXXX it stated the refund was a closing cost refund owed from XX/XX/XXXX. The check was dated XX/XX/XXXX. I am amazed that it took them over a year to catch this. Also with the letter, that they apparently charged me XXXX for, was another CLOSING DISCLOUSURE that I had never seen before and did not have my signature on it. It showed that my homeowners insurance was not in escrow it was dated XX/XX/XXXX.Today, I took time from work to figure out my course of action. ( XX/XX/XXXX ) I spoke with a mortgage banker here locally in XXXX Va. I got her to review my documents she identified that XXXX XXXX XXXX- XXXX was my loan originator and I should contact him as a last ditch to get any resolution to this situation. After several attempts of trying to contact XXXX XXXX I was able to talk with him around XXXX on Monday XX/XX/XXXX. After conversing with XXXX about why the mortgage did not escrow ( HOI ) homeowners insurance, when the closing disclosure statement that I signed and submitted on XX/XX/XXXX, clearing stating that it should, XXXX said that.