Consumer complaint received 2018-08-10 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Closing on a mortgage — 
Company: PHH Mortgage Services Corporation
State: MD

Complaint narrative:
To Whom it may concern ; I am writing this letter concerning a loan modification, I was approved for by PHH Mortgage based on my financials only and the probationary period for the new payments began in XX/XX/XXXX. However, I was informed in XX/XX/XXXX that my ex-husbands name was not removed as requested and after I was told it would be at the onset of my application process. I want my mortgage company to honor my request and completely remove my ex-husbands name from all association pertaining to my loan and any other associations of the residence at XXXX, MD XXXX. 
The details of my loan modification are as follows : I spoke with their representative and discussed the above. I had pre-qualified for the program alone and in order to have his name removed completely from the loan, I would need a Quit Claim Deed. I informed the representative I had that document. 
I received the loan package for < $ 250K, reviewed the prefilled information I had supplied via phone that was on the loan application, gathered all the required documents, signed where applicable and returned the documentation immediately. I was contacted by a number of individuals beginning with XXXX XXXX, who advised me of the new payment amount required for 4 months as the probationary period that was set to begin in XX/XX/XXXX until XXXX, XXXX, the new interest rate reduction, the extended payoff terms, and finally the modification loan was in my name only. She also ensured me, the auto debit had been curtailed. Upon reviewing my account, she noticed my XXXX payment had been drafted towards the new probationary period. 
In XX/XX/XXXX, I received a call from a male representative and informed I had completed the probationary period. The loan would now be setup permanently on their system and the next payment would start in XX/XX/XXXX. At this point, I reactivated my auto debit for the XXXX of the month as I had previous to the modification. This has been my practice since the inception of the loan in XXXX. In XX/XX/XXXX, Ms . XXXX contacted me and stated the entire process was completed. We chatted a little and I thanked her for all of her assistance throughout the process. I had one question for her before we terminated our call. I questioned why she asked for Mr. or Mrs. XXXX. She looked more closely at the loan and apologized as she assured me my name was the only one on the loan. She stated the back office may not have caught up with the changes. I questioned when would his name be removed and she said she would call me back. After several days, I had not heard from Ms . XXXX so I left her a couple of messages letting her know I was mindful she serviced several clients ; however, my last message was of concern for my privacy as my ex-husband should not have any access to my new loan information. 
Ms . XXXX contacted me and stated she had contacted a back office person, who stated my ex-husbands name would not be removed. She stated it is possible they had not reviewed my loan, while I was on the phone she contacted the dept again. The response was the same. She then contacted her manager, XXXX XXXX XXXX Ext # XXXX, who expressed the same result. I was very agitated by this response and requested to speak with Ms. XXXX. XXXX understood my agitation and provided the number. I left a message with my home and office number for Ms. XXXX to contact me. I spoke with her and she stated simply that his name would not be removed, my loan was modified due to my past due status, his name was not on the home anyway and I had not qualified for the loan. 
I was livid, to say the least, by her unprofessionalism and inconsideration. I explained to her as mildly as I could this is what I was told from the beginning and at the end of my process by Ms . XXXX. Additionally, my loan has never been late in 20 years, his name was removed from the property in XXXX of XXXX based on the Quit Claim Deed he signed as part of the divorce and I was told I qualified for the loan. What reasonable person, having completed the entire package, submitted sole documents such as Tax returns, XXXX, etc. followed all loan requirements would think she had not qualified for the loan. Her insensitivity and rude behavior was appalling. She was not client centric or sensitive to what I was told as her client. I followed all of their rules and was told this was not going to happen. I told her this was misleading and asked her to speak with her legal dept. She stated she is speaking for the legal dept. Lastly, she stated she had corrected the people involved. I asked how? She stated, She had spoken with Ms . XXXX about the incident. I was at a loss for words and we terminated the call. 
It has taken me several months to write this letter as I discovered I was depressed behind this incident. It took me back because I thought I was moving forward in securing my home for my children and I after my divorce in XX/XX/XXXX. I had began to change my life and surroundings to reflect new beginnings, then this occurred. I did everything according to what the representatives requested. This is an unfair practice and I want them to honor what I was told, nothing short than to have my ex-husbands name removed from my mortgage and anything associated with this residence. I expect an immediate removal of his name.

Company response to consumer: Closed with explanation