Consumer complaint received 2016-03-04
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: PHH Mortgage Services Corporation (FL)

Summary : 1 ) My loan payment be transferred again and again and very difficulty for me to pay ; 2 ) XXXX XXXX and PHH gave different statement and no way for me to pay through PHH. Detail : I closed my home in XX/XX/XXXX with XXXX XXXX XXXX with a 15 year fixed interest rate and I paid to this company and my mortgage payment be transferred to XXXX XXXX in XX/XX/XXXX and I kept my payment through it with an amount of XXXX ; On the XXXX, I got letter from XXXX XXXX that they will not accept my payment by XXXX and my payment transferred to PHH ( the web is XXXX ) .I tried many times to enroll through PHH since I got this letter and I could n't because my loan information is not on PHH system yet.Until XX/XX/XXXX I enrolled and I could n't pay my XX/XX/XXXX payment, PHH customer said my information on their system since XX/XX/XXXX and I need to pay for the payment through phone. I talked to this same person for more than 5 times for I ca n't log-in to pay and I was told there is one week gray period. With big argue PHH waivered the charge for me to pay through phone. XX/XX/XXXX, I got the letter from XXXX XXXX that start from XX/XX/XXXX my new payment amount is {$1000.00}, and PHH mailed me same amount payment statement. I tried to log-in PHH web to change the original {$1000.00} and I could n't log-in PHH web system and I called PHH customer and I was hold online for more than 1 hour with very rude customer : XXXX and no solution and XXXX told me : 1 ) call back late ; 2 ) the new payment amount is {$1100.00}. I called XXXX XXXX XXXX, XXXX XXXX and my home county to check what 's the reason for all this troubles and my mortgage kept on transfer and so difficulty with check for my payment. I got refund from my insurance company of {$21.00} recently, and XXXX XXXX said my payment should be {$1000.00}, and the escrow balance is {$400.00} to PHH XXXX XXXX said my tax will no change. With this PHH is very frustrated and I doubt they control the online system and people ca n't manage the online auto-pay system then they will charge the fee or made the customer late pay or missed payment with the very serious consequence ; PHH phone system said their office hour is XXXX-XXXX and nobody answered the phone after XXXX on regular office time. With a long time on the phone PHH customer not only very rude by increasing the voice but also told me : it is Monday! I asked her does that is her answer for customer and she put me on holding for more than 25 minutes to wait for the specialist to help me log-in and nobody 'sow-up ', and told me the payment date is XX/XX/XXXX and I have enough time. I told her NO because I spend more than 20 days to get XXXX mortgage paid and I do n't want to miss the XX/XX/XXXX payment and be charged for fee through their phone payment system and she was so mad with very rude tone to talk to me. I told her the mail from PHH said my payment is {$1000.00} but she said that is not right and she said she talked to tax person. I had to stop the more than 75 minutes phone without any conclusion. I tried to reach PHH and the system totally does n't work. XXXX is not in this company and the number this XXXX gave to me of XXXX to XXXX is not exist and customer service said this number is not exist on their system and no such a person but this person called me to address PHH issue. Who knows who operate this PHH and a ghost company.