Consumer complaint received 2017-12-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: PHH Mortgage Services Corporation
State: PA

Complaint narrative:
I tried doing this on my phone and I got an error so I am trying this on my daughters phone. My husband was diagnosed with XXXX 's and lost his job and we fell behind on our mortgage payments. No one antisapates or asks for any disease to make life miserable and not able to work at the age of XXXX. We have done everything we know how to do to keep our home with modifications and did them a few times because we built our home ourselves and made it XXXX excessible and we also had a shared well that if we moved there would be no water source that PHH would have to drill a well to sell the house or try and sell it with no water which we knew would not happen and not knowing that we would need a XXXX in the future. We had been working with our case worker through the past few years and had a few case workers but they seemed to be helpful. We then did all the paperwork to a deed in lieu and were then told that XXXX XXXX had approved and could receive up to {$10000.00} for a relocation incentive. Back in XX/XX/XXXX our file was transferred to XXXX XXXX and he is the one who seemed to be helping us at that point. We received an email from him stating that if we Vacate the property an inspection can be done. For the next inspection the property should be left completely free of all personal items and debris ( vacant ) and in broom swept condition. We were not needed to be there and that the inspector will, at that time, change the locks with the help of a locksmith and install a lockbox containing a new key. He asked when we would be able to have everything out and when it could be in that condition and we told him by XX/XX/XXXX and we moved to my parents house. As our deed was written up 20 years ago and did n't know that what all was being done and you never think that parents or in laws could be so evil was that there was a " first right of refusal " paper that they would need to sign for the bank for us to be able to sell the house or to do a short sale. XXXX seemed to drop the ball and as we continue for the next 6 months nothing had gotten done except phone calls made and he had to keep checking with someone although he is the one he says that he is a higher up at PHH Mortgage Services and that he would do everything he could to make it easy. Well, I am here to tell you that he did nothing. As we moved to my parents house and left ours behind because that is what we were told to do and that would help the deed in lieu to move along faster if we signed papers giving our house back to the bank so that is what we did. So now that we did everything we were told to do, XXXX XXXX told us that our house is no longer able to do a deed in lieu because we are far behind on our payments and we needed to make it current to proceed. That is a bunch of XXXX ... our payments have been delinquent for almost 3 years and he knew that and so did everyone else that is why we did modifications to try and stay but now we are no longer able to do the deed in lieu it would have to go to a short sale or for closure. That is what we were trying to avoid ... I had spoke with XXXX a few times and emails and he agreed to open the loan again and in the meantime we had to get an attorney to help us. As speaking with XXXX through emails and phone calls throughout this time, he agreed to open the file for another 45 days to see if our attorney could get this done before the foreclosure process started and 3 days later he closed the file and said he ca n't keep it open any longer. I do n't know who this XXXX XXXX is and that professes to be a big wig he set us back 6 months or longer and did absolutely nothing for us. It sounds as though XXXX XXXX will not give any incentives back but asking PHH Mortgage Service to give the incentive that we deserve of {$3000.00} because we did everything that we were told to do so. Please take this into consideration.

Company response to consumer: Closed with explanation