Consumer complaint received 2015-12-16 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: PHH Mortgage Services Corporation
State: MA

Complaint narrative:
Phh mortgage has made it very difficult for me once I fell behind on payments. Once a month they have a property preservation person come and say the house is vacant. I have called at least 12 times or more to tell them it is not vacant. All utilities are on and the lawn is cut or driveway plowed. I have now added a security system with signs on the lawn to keep them away. In XXXX XXXX XXXX of the property preservation people came and saw us cutting the hedges. In XXXX XXXX lawn equipment was stolen from the property including an expensive ladder, rake, and broom. The cast iron lawn furniture was dragged down the driveway to be stolen too. The front of my house has beautiful lilacs that overhang a flower bed on the side of the walkway and porch area. They were hacked and butchered into sharp raw stalks. XXXX ferns were stomped and broken. In the backyard the same sharp hatchet was used to cut wildflowers. The patch cut was just the same size as a cell phone camera lens. The preservation person must have said they mowed my acre of lawn and took a photo of the cutting to be paid for the work. I filed a police report which states the damage, but does not include the stolen items and the value of the damage is incorrect. The damage was so unusual I was frightened for my safety and my XXXX year old. The police officer stated that in 10 years on the force had he seen something like that. Under the advice of an attorney friend I was told to contact the bank to see if they might have done the damage. Phh confirmed they had been to the property the previous morning. I was told a supervisor would call back. It never happened. I called back the next day and Phh mortgage now said they could n't disclose such information. I again waited for a supervisor to call. In XXXX I called to try to make an {$8000.00} payment towards the {$11000.00} I owed. I was told that I should file again for a forbearance. The representative at Phh told me I pre-qualified for a forbearance and the {$11.00} could be paid at a later date also if I qualified. She sent out a packet and transferred me to a supervisor. The Supervisor noted I had called back in XXXX to complain about the damage and trespassing at my home. He said the XXXX phone calls were recorded but that even though every 3-5 weeks someone had been to the home that XXXX there was no record of someone being there. The documentation that proved they had been to my house suddenly vanished from the record. In XXXX the bank said I did not qualify for the forbearance because I was too many months behind and now an attorney debt collector was involved for forclosure. Now I had over {$1000.00} in attorney fees and {$480.00} in property preservation fees for the damage they did to my property. In XXXX I was told to not make a payment and to file a forbearance even though I could not qualify and as a result I had more fees added. In XXXX Phh mortgage cancelled my homeowners insurance again stating I had abandoned the home and it was vacant. This was the same time I was trying to obtain a forbearance and then was working with their attorney to try to settle the back payments. On XXXX 27 days before i had to become current I had my attorney become involved. He tried to work with phh mortgage 's attorney. We requested {$1500.00} for the damages, trespassing, and emotional suffering and another {$540.00} for the preservation fee and the property inspection fee which i had been told was from before XXXX. As part of HAMP the fee was supposed to be removed. On XXXX XXXX, XXXX a check was delivered for the full amount owed on the mortgage because both the phh and the their attorney did not return my attorney 's repeated messages. On the receipt the receptionist hand wrote {$14000.00} instead of the XXXX. Where is the missing money. It was never returned to me.

Company response to consumer: Closed with explanation