Consumer complaint received 2019-04-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: PHH Mortgage Services Corporation
State: MD

Complaint narrative:
PHH Mortgage Services, has sent me notice that they are the new servicer of my mortgage loan that XXXX XXXX XXXX XXXX has been servicing for years until weeks ago. I called my loan servicer XXXX XXXX XXXX XXXX on XX/XX/XXXX to let my Relationship Mgr ( XXXX XXXX ) know I was making a full mortgage payment via wire transfer at XXXX XXXX XXXX XXXX  but, my normal relationship mgr was not available and had starting missing scheduled appointments, even on XX/XX/XXXX. The other Relationship Mgr ( RM ) told me not to wire the mortgage payment and to make the payment over the phone for free to avoid the wire fee but I told the RM that my father was already in the bank ready to wire the payment but the RM insisted on paying over the phone. This was a 3-way call with my father, the RM and myself. My mortgage payments were more than 60 days late but, less than 90 days as discussed with the RM. I had informed the RM that my new employment started on that coming Monday, XX/XX/XXXX, and that I would catch up on my mortgage payments. As my father started reading the bottom of his check, I interjected after he finished reading the routing number and told the RM not to include the check number, and the RM immediately and rudely said, " Ma'am Be Quiet ''! After, my father read the numbers on his bank account, the XXXX RM told my father and I that the Bank Number went in correctly and emailed my Receipt of a full payment and also sent a receipt through the USPS mail. Then about 5 days later XXXX sent a letter dated XX/XX/XXXX stating that " Your Payment was Returned Unpaid '' ; and that " The payment we received on XX/XX/XXXX for {$1600.00} was returned unpaid by the bank. '' I contacted XXXX XXXX XXXX XXXX  and their Clearing House and they have no record of XXXX even attempting to process a payment on or after XX/XX/XXXX. The XXXX XXXX XXXX associate told me, even if XXXX Mortgage had included a check number with the account numbers for payment, XXXX XXXX XXXX would have still processed my mortgage payment. I have supporting documents to prove XXXX Mortgage 's fraud. Even after XXXX made me delinquent purposely on my mortgage, XXXX refused to take my full mortgage payment. Since XXXX until presently, I continued to receive disingenuous information from XXXX Mortgage about modifications, the loan process, trying to pressure me to sign new loan documents with a higher interest rate and/or a balloon payment, etc. In XX/XX/XXXX, I had a third party organization, XXXX, sign to look over my XXXX documents and contact XXXX on my behalf. Then, PHH Mortgage Services recently sent me a letter dated XX/XX/XXXX, that PHH Mortgage Services is the new servicer for this account and collecting payments ; and gave me a new XXXX loan account #. XXXX XXXX XXXX XXXX sent me documents to sign and send them 3 payments of {$1500.00} each due XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, for an Alternative Modification Trial Period Plan Offer, but recently PHH Mortgage wants the signed documents and payments sent to them, PHH Mortgage Services.

Company response to consumer: Closed with explanation