Consumer complaint received 2015-09-23
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: PHH Mortgage Services Corporation (OH)

We had a mortgage modification in XXXX of 2013, which we paid our trial payments on time at the completion of which the final paperwork to officially conclude the modification was not accepted due to reasons not fully explained to us. Restarted trial payments in XXXX, due to mortgage company incorrectly processing the finalization of the paperwork from the modification in XXXX. After completion of XXXX trial payments in XXXX, we received finalized paperwork for the modification and was told everything was good that it would take 2 weeks for system to update and that the new payment would start up the following month.. XXXX ( first week or so ) - System updated or so we were told. XXXX XXXX or XXXX - I called to let my case manager know I mailed in my XXXX payment 2 days prior of, XXXX. XXXX XXXX, my case manager, told me to cancel my payment because our suspense account had enough to pay for XXXX and for XXXX and I only owed XXXX difference. Making my first full payment of XXXX due XXXX XXXX. I asked XXXX XXXX multiple times was she sure that me cancelling my check would be ok, that it would NOT come back on me and create a problem. She assured me that it wouldnt. I cancelled the XXXX check and made the XXXX payment with her over the phone. XXXX XXXX, I received a call by my case manager who told me that everything had cleared and been taken care of and that as of that day I was current and on track for my XXXX payment. 
XXXX. XXXX XXXX, I received a call and was sent a letter stating that I was two months behind, that the check amount I had cancelled I still owed, and that what I had sent in was a partial payment that was being held because it wasnt in full and was told I still owed for XXXX AND XXXX. I immediately called my case manger, who was just as confused as I was to learn of this since we had just talked about everything clearing hours prior. I called XXXX to XXXX times a day for the first 2 weeks of XXXX, only to be told that my money I had paid and the money that was in suspense account could not be found. It was shown in XXXX department, being received from me, but couldnt be found leaving the department and being applied to where it should have been. I was instructed by my case manager that I still needed to make my XXXX payment that would be applied to my XXXX payment making it seem as though I only owed for XXXX. Once it was corrected my payment would work itself out. So I made it. By the third week of XXXX, I was told by my case manager that they had finally found the money. The department who deals with late fees had taken XXXX plus out of my suspense account to cover the late fees from 2013 to current. My case manager told me that any late fees were supposed to be wrapped back into the modification at the time of closing the process. She was able to get the money back and applied to where it was supposed to go. Once again I am back on track and current for my XXXX payment. Sepember XXXX, called to make Payment of XXXX only to be told I am NOT due for XXXX but for almost XXXX! Why is this? I am told that I owe for XXXX and XXXX. Apparently when I made that XXXX Payment that was supposed to be applied to XXXX, was not applied correctly. call several times daily to case manager, finally spoke to her on XXXX. She told me that the department who finalizes modifications took one month of payments to cover fees for the modification. XXXX said she was reaching out to the supervisor in that department because the fees were to be paid in the modification. Finally got unhelpful information, XXXX XXXX. The loan still has not been corrected, since there is an investigation my payments have been held and now collecting late fees, even though my payments were made on time. They need to hurry and fix problem. I was told I am responsible for fees.