Consumer complaint received 2019-05-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: PHH Mortgage Services Corporation
State: MO

Complaint narrative:
I have had a mortgage with PHH Mortgage, administered through XXXX ( XXXX ) since XXXX. Throughout the entire life of the mortgage, I have made monthly payments through XXXX Bill Pay, where I have an investment account. Approximately 3 weeks ago I made the decision to pay-off my mortgage, so I used the loan pay-off amount from the XXXX website. The pay-off amount, as of XX/XX/XXXX was {$120000.00}. Since XXXX Bill Pay is limited to {$100000.00} daily payments, I scheduled a {$100000.00} payment for XX/XX/XXXX and scheduled the remaining {$21000.00} for payment on XX/XX/XXXX. The XX/XX/XXXX payment was confirmed by XXXX as : Confirmation XXXX. While PHH / XXXX confirmed the {$21000.00} payment scheduled for XX/XX/XXXX, they did not confirm receipt of the {$100000.00} payment. 

I used the XXXX online customer service link to report this issue on XX/XX/XXXX ( # XXXX ). I received an email from XXXX at XXXX XXXX on XX/XX/XXXX promising a response within 24 hours M-F. I did not receive a response within 24 hours, as promised. I also follow up with XXXX to report the issue, and they advised that PHH refused to discuss the situation with them. On XX/XX/XXXX I called PHH / XXXX and reported that I was trying to pay off the mortgage, explaining that the {$100000.00} payment was never acknowledged, although the {$21000.00} payment was credited. The customer service representative did not tell me about any special processes required for pay-off, nor does the Pay-off application on the XXXX website advise of special payment instructions. 

I contacted XXXX to stop pay on the initial {$100000.00} payment so that I could issue a new payment. Given the time-lag for XXXX to issue payments, I obtained a new pay-off amount for XX/XX/XXXX, which was {$1000.00}. Again, I entered a {$100000.00} payment to be delivered to PHH by XX/XX/XXXX with the remaining {$99.00} to arrive by XX/XX/XXXX. Finally, on XX/XX/XXXX I got a response to my XX/XX/XXXX report noting that their records showed that I had spoken with a customer service representative. 

Once again, the subsequent payment ( {$99.00} ) has been credited by PHH / XXXX, but the XX/XX/XXXX payment of {$100000.00} has not been credited. Again, I reported the situation on the XXXX website ( # XXXX ), and again received an immediate email response at XXXX XXXX on XX/XX/XXXX promising a contract from customer service within 24 hours Monday - Friday. Finally, I received a response today ( XX/XX/XXXX ) referencing my contact on the first report and ignoring my report of this situation occurring a second time. When I tried to reply to the message to point out their mistake, the email bounces back as undeliverable. 

It should be noted that my payments, through XXXX Bill Pay, are sent to a PO Box in XXXX, PA. Yet when using the XXXX customer service, all correspondence appears to be routed offshore, as I am corresponding with a representative named XXXX XXXX. If that is in fact true, how would Ms. XXXX have any personal knowledge of what is happening with the XXXX, PA mailbox? 

Please note that for the first time, Ms. XXXX advised that I need to order a pay-off statement from XXXX. I don't know why I was not told this on the earlier telephone call. Further, when I go online to order the payoff statement as directed, the link does not work ( see error print-out, attached ). 

Because PHH claims they didn't receive the first {$100000.00} payment, I was forced to send an additional {$99.00} in interest to pay-off the mortgage as of XX/XX/XXXX. Another payment of {$100000.00} was issued through XXXX Bill Pay ( Confirmation XXXX ), since the {$100000.00} payment has not been credited, my monthly mortgage payment of XXXX is due, and there will be even more interest due for some future pay-off date. 

I would like for you to intervene on my behalf and see if you can find out why almost 6 years of monthly payments on my mortgage have been routinely credited, why payments of {$21000.00} and {$99.00}, issued at the exact same time as two separate payments of {$100000.00}, have been credited, yet PHH / XXXX deny receipt of either {$100000.00} payment.

Company response to consumer: Closed with explanation