PHH Mortgage Corporation

I tried to refinance my loan with PHH Mortgage and the process went on for over 4 months without success. I finally cancelled due to extremely poor execution and response from the loan processor and his manager.
After opening an escrow account, I had to constantly call the Loan Process for updates on the loan. The processor never responded to my emails or phone calls. I even escalated the situation to his manager and the manager did not respond even though their response time is supposed to be within 24 hours.
After 3 months of beginning the refi process, the loan processor finally sent me the closing documents for signing on a [redacted] night and scheduled a notary for [redacted] afternoon. I received the document on [redacted] night, reviewed it and noticed there was a flaw in the document stating I was an unmarried man, however, I was married for 2 years and specifically told the loan processor this. Sure enough, the notary came and could not notarized the document. I called the loan processor to redraft the document. After 3 weeks, and numerous calls to the loan processor with no response from him or his manager, I decided to cancel the refinance. On one occasion a loan processor picked up the phone and said, "YO!"
This is an extremely unprofessional and horrible company to do business with. I can't understand why they are still in business! Please shut them down!

Review: My mortgage was purchased by PHH Mortgage effective 10/01/14. I had applied for a loan modification with my previous mortgage company and everything was supposed to have transferred over to PHH. I have tried to get assistance and they have been less than helpful. I received several calls from [redacted] beginning in October, telling me that she was working on my file and asking me to be patient. I then received a call from her during the week of 12/15/14 asking me if I wanted to apply for a modification to avoid foreclosure. I also spoke to another customer service rep, [redacted] telling me that I just needed to start all over. I explained to her that the modification was supposed to be transferred to them and processed by them and I was just told that I needed to start over. I have received no customer service and I actually feel that I have been treated unfairly.Desired Settlement: Process my modification as PHH is supposed

Remove the negative credit ratings from my credit report

Business

Response:

Your correspondence addressed to the Revdex.com (“Revdex.com”), regarding your recent servicingtransfer and request for loan modification with your previous mortgage company [redacted] has been received in the Office of the President of PHH Mortgage Corporation (“PHHMC”). I appreciate the opportunity to respond to your concerns. First and foremost, please accept my apologies for the frustration you have endured during your loan transfer. PHHMC is committed to providing superior customer service. We value your feedback as it provides us with an opportunity for process assessment and improvement. PHHMC servicing records reflect that your loan was transferred to PHHMC effective October 1, 2014. Records also reflect that your loan was in review for loss mitigation assistance on September 22, 2014 which was prior to the transfer of your loan to PHHMC. Regrettably a decision was not rendered prior to the transfer date; as a result PHHMC was unable to perform the necessary review process due to non- receipt of the documents. Currently your account is due for December 2014 and January 2014 and there is no foreclosure activity at this time. PHHMC is willing to reconsider the loan for loss mitigation options upon the receipt of a complete signed and dated request for modification and affidavit and the required supporting financial documents. We have attached a loss mitigation package that needs to be completed and returned for loss mitigation consideration to PHHMC via regular mail [redacted] Once the completed application has been received, PHHMC will proceed with the review of the loan for loss mitigation options. The review of the loan for assistance may take up to 30 days from the time PHHMC receives the application. Once eligibility has been determined, PHHMC will contact you to discuss any assistance options available to you. Should you have any questions, you may contact the [redacted] Option 2 from 8:30 a.m. – 8:00 p.m. EST. Should you wish to speak to a representative in Spanish, interpreters are available to assist at all times.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I do appreciate the kind response. Thank you very much. However, I do not believe that I am being treated fairly by being asked to start the process over again when I had completed all of these forms and submitted all supporting documentation. Also, the issue regarding my credit rating was not addressed. I have also filed a complaint against [redacted] and would like to allow them an opportunity to respond and submit the documentation to you.Regards,

Review: Our mortgage was sold to PHH and from day 1 have been unable to correctly figure out our monthly payments and escrow account. We have called regularly and are constantly transferred between departments and no one is able to answer any questions or concerns. Our taxes were not paid for months because they couldn't figure out our escrow account! We then received a check saying that our escrow was over, even though it was short. We called and told them and they said to send the check back. Now they have no record of the check and saying our escrow is under. They don't keep records of customer calls and every time we call we start at square 1 explaining all of the issues. It is the most unprofessional, unorganized, and frustrating organization we have ever been forced to deal with. All we want to do is pay our mortgage correctly but they are making it impossible with their incompetence.Desired Settlement: PLEASE GET OUR ESCROW CORRECT OR SELL OUR LOAN TO COMPANY THAT CAN.

Business

Response:

Servicing records reflect that the loan was acquired on July 1, 2014 and as PHHMC is the new servicer, we are required to analyze the loan within sixty (60) days of the acquisition. Therefore an escrow analysis was performed on August 26, 2014, reflecting annual tax amounts of $1,442.28. The escrow analysis resulted in an overage of $677.77 refunded back to you. On September 2, 2014, you contacted PHHMC's customer service and you advised that the tax lines were incorrect and you wanted to return the $677.77 surplus check. You were transferred to the tax department since the taxes were due on August 1, 2014 and were not paid from escrow. The taxes were paid in the amount of $1,545.36 from escrow account on September 4, 2014. A new escrow analysis was performed on September 24, 2014, effective for the November 1, 2014 mortgage payment reflecting a shortage of $1,646.39. As of this writing, PHHMC has placed a stop payment on the $677.77 escrow refund check and reapplied the funds to the escrow account. A new escrow analysis was performed reflecting an escrow shortage of $535.02 which has been spread for 12 months. The new payment is effective for the November 1, 2014 loan payment in the amount of $1,068.72. A new escrow statement will be sent to you in 7-10 business days. Principle and Interest $731.32Escrow Payment $292.81Escrow Shortage $ 44.59 Total Payment $1,068.72 We apologize for any inconvenience the matter has caused you. Thank you

Review: I have contacted the company on multiple occasions, informing them that I have not been receiving a bill. I've tried calling and emailing multiple times, but only ever get directed to phone payments or using the website. I've tried using the website to pay, but it does not work. I can't log in most of the time, it just locks my account. The one time I did make it through, I couldn't enter an amount to pay, so the payment couldn't be processed. This has left me without a real way to pay my bill, though I'm entirely ready and willing.Desired Settlement: I only wish for myself to be sent a bill or some form of paper that I can return a payment to every month. It's that simple, but I have yet to have the ability to do this, and using the company's customer support services has gotten me nowhere.

Business

Response:

Dear [redacted]

PHHMC servicing reflects that as of July 28, 2014, paperless option was removed from your loan file as you stated that you were not receiving your paper statement; it appears that at the time of the online registration you opted for paperless option. Please be advise that PHHMC has reset your online account user ID as well as your password.

Please see attached monthly statement. If you have any issues logging into your online account, please call customer service at [redacted]

Thank you

Review: PHH Mortgage also is servicing entity for [redacted]. We are trying to obtain a satisfaction of mortgage on an old [redacted] loan ([redacted] was successor in interest to the original lender). This loan is paid and we have followed normal procedure to obtain the duplicate original satisfaction. PHH (also known as "[redacted]") as verbally confirmed the loan was paid. We faxed our original request for the satisfaction on May 28, 2015. Since then, we have made numerous requests to get status on this matter. As of June 24, 2015, we have been contacting them twice per week (via phone, fax or email) to obtain status. We are told "a manager will call us back" and not once have we had a return phone call, or even any correspondence from them concerning any one of our numerous inquires. As per New York State Real Property Law, Article 8, Section 275, a lender is required to provide the satisfaction upon payment of the lien in full. Paraphrased herewith is a summary of the law: "Failure by a mortgagee to present the certificate of discharge for recording shall result in a mortgagee being liable to the mortgagor in the amount of $500.00 for failure to present the certificate in 30 days; for $1,000.00 for failure to present the certificate in 60 days; and for $1,500.00 for failure to present the certificate in 90 days...". We do not wish to obtain any monetary compensation or penalty for their gross negligence, but wish to have this matter resolved ASAP and have them produce the duplicate original satisfaction so we may have it recorded in the land records which will allow us to proceed with closing of the [redacted]ale which is being delayed due to this matter. Thank you.Desired Settlement: We do not wish to obtain any monetary compensation or penalty for their gross negligence, but wish to have this matter resolved ASAP and have them produce the duplicate original satisfaction so we may have it recorded in the land records which will allow us to proceed with closing of the [redacted] sale which is being delayed due to this matter.

Business

Response:

Please be advised that this complaint will need to be redirected to [redacted] so that they may respond directly. PHH did not begin servicing loans for [redacted] until May of 2013, therefore PHH has had no involvement in the servicing or release of this loan and is unable to provide a response to this matter. [redacted] has been made aware of this complaint and is anticipating receipt of this complaint from the Revdex.com so that they may respond accordingly.Thank you, [redacted]PHH Mortgage | Customer Focused Programs |ManagerTel: ###-###-#### | Fax: ###-###-####[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Please be advised that PHH has forwarded the original lien release that we have been awaiting. You may close this case. Thank you for your assistance.

Regards,

Review: Each of three times that I called to send in a mortgage pay off request (and confirm receipt), the company gave me a DIFFERENT fax number (3) and never could confirm who monitored that number/machine or whether it had been received, much less who would process it and when. This occurred over the week of May 1.

For a time sensitive business this is ridiculous. And why faxes? Why not email for immediate confirmation?Desired Settlement: Know that the request was received, by whom, and then process it in a timely manner so I can close my real estate transaction on time.

Business

Response:

May 15, 2015 [redacted] Re: Mortgage Payoff Request ([redacted]) Case Number: [redacted] Loan Number: [redacted] Dear Mr. [redacted], The Office of the President of PHH Mortgage Corporation (“PHHMC”) received your correspondence from the Revdex.com regarding the above-referenced mortgage loan account on May 11, 2015. I appreciate the opportunity to respond to your concerns. As a preliminary matter, PHHMC strives to provide superior customer service. Please accept our condolence with the loss of your loved one. We sincerely apologize for any frustration you may have experienced in connection with the servicing of the loan. On May 11, 2015, servicing records reflect that the authorization documents to release information to you were received. Please allow 5 to 10 business days in order to update the loan file. Once the file is updated your request for the payoff statement will be completed. Sincerely,[redacted]Liaison, Office of the PresidentPHH Mortgage Corporation

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

However, given the [redacted] complaints filed against them in Revdex.com over a few months, my complaint is just a "drop in the bucket" and the process required two more calls/faxes/excuses to get resolution. I would like to clarify their response to say that they were not servicing my loan. I was simply and repeatedly asking for the mortgage pay off amount. Just the number - of my deceased father's mortgage so we could pay it! The company uses a very nice off-shore customer service center that gave us fax numbers (presumably in New Jersey) without knowing whose office received them so neither they nor we could track the correspondence. Very frustrating. This is not the customer service department's fault. It is the management in New Jersey. Having bought and sold properties with other mortgage companies more responsive and professional, I cannot recommend this company to others.

Regards,

Review: We have been having problems with PHH/Mortgage Service Center reporting inaccurate information to the credit bureaus. We have been dealing with this since March. We have done numerous disputes through the credit bureaus. They either keep saying that Mortgage Service Center says the info is correct or they correct info wrongly. We have been in active Chapter 13 bankruptcy since April 26, 2009. So, legally they are not allowed to be reporting payment info, past due amounts, or anything else to the credit bureaus. We have been making all of our post-petition payments on time and have emails from the company stating that we are up to date on payments. We were discharged on August 1, 2014. They said they were going to correct everything in August and we received a letter from them stating that everything was correct. I then called the company to ask them to respond to the dispute that was still active with [redacted] so that we could move forward with the loan that we have been trying to get since August 11. They said they would take care of it. Instead, they then reported all of the wrong info back to the credit bureaus. We now have a past due balance on our account again. Even though we have made all post-petition payments and they even told me on the phone that our account was in good standing. This has caused us a ton of issues with trying to get a new mortgage so we can get out of this house. We need this fixed now. It has been going on since March. If this is not corrected immediately, we will be forced to take legal action for the false reporting, including reporting while in active chapter 13 bankruptcy protection. Thank you for your time.Desired Settlement: Fix credit reporting immediately so that our credit reports show accurate info with no past due balance and no late payments since April 2009.

Business

Response:

Due to a processing oversight, the loan status was reported to the Credit Bureaus during Chapter 13 bankruptcy in error. Please be assured that the necessary measures have been taken to block the reporting from April 2009 to present and will remain while in Chapter 13 Bankruptcy status. You are a valued customer and we apologize for any inconvenience this has caused.Thank you

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. So far the errors seem to have been fixed. I will keep an eye on our credit reports for any errors in the future.

Regards,

Review: As a DoD Civilian I was affected by the Furlough and Government shutdown in 2013. Because of lack of pay I was unable to pay my mortgage for 2 months. I knew this was coming so I contacted PHH to let them know what was going on and asked if they could roll the payments to the back of the loan or work with me in some manner to keep this from affecting my credit. They failed to help and continued to charge late fees, called and harassed me at home and at work and reported the delinquency to the credit agencies. Fast forward to now and I am in a repayment plan with them which increased my monthly payment by over $250 and MUST be paid on the last day of each month. No grace period. They are also still charging me late fees each month which now equal over $140 even though I am in a repayment plan and have been paying accordingly. They took my ability to pay online away due to the plan and now I am also charged a $7.50 fee each time I pay. I have asked for a grace period of no more than 5 days since I don't always get paid on the 1st of the month and they won't hear it. They also have started calling me in the evenings at home and at work during the day to 'remind' me that my payment is coming due. They do this starting 4 days before my payment is due. I have asked they stop and the don't. This is a VA guaranteed loan and they won't stop the harassment or budge or even attempt to help me.Desired Settlement: I would like my ability to pay online reinstated, the late fees waived (since I am paying according the THEIR proposed plan), a 5 day grace period and the harassment to stop

Business

Response:

PHHMC records references the name [redacted] in our mortgage files. Before PHHMC can respond to the complainant, verification of a recent name change is necessary and required. In such circumstances, where you may have to make a name change due to a recent marriage and/or divorce PHHMC requires legal and/or supporting documentation to update our records. You may send the requested documentation to us by mailing it to: Mortgage Service CenterMail Stop SV13P.O. Box [redacted]

[redacted] You may also send the requested documentation by faxing it to [redacted]

Consumer

Response:

Review: 9946332

I am rejecting this response because: I have supplied my marriage license to them 3 times via the fax provided. I am still Robin Broughman at work. They can call and verify with me that this is the same person by SSN. This is ridiculous.

Regards,

Robin Broughman- Engholm

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I did, in fact, fax the copy of my marriage certificate. I no longer have it here at work with me, and do not have a fax machine at home. If it's this hard then I will re-open a new complaint under my maiden name to get this resolved. I don't care about the stupid name on my account. I care that PHH is a ripoff, shown by all of the negative Revdex.com complaints and PHHs inability to resolve. I will NOT pay late fees, I will NOT pay an additional $8 processing fee just because you A: lose checks and B: won't allow me to pay online. You are stretching my family thin due to something that was out of my control. I did not ask for the Government, my employer, to furlough me and remove my pay for months... and I DID ask for PHH to add those 2 missing payments onto the back end of my loan... but instead you continuously charge me $250+ excess each month, plus $8 processing fee, plus LATE fees even though I am on a repayment plan. Such horrible business concept. From now on you will get what you get and if you want to foreclose I will bring the VA into this as this is a VA loan...

Regards,

Business

Response:

Good Afternoon,PHH Mortgage has not recieved the new marriage certificate from [redacted]. She may email me directly to the Office of the President to have all the changes and questions answered. [redacted]. Please put the loan number in the subject line.I understand in the notes and the original Revdex.com she alleges she has sent it several times by fax but it is not in her file. Sending this directly to me,it will be processed right away 1. I will be requesting to see if they can change [redacted]'s due date but there are no guaranties since due dates are guidelines of the investors. 2. In 2013 she did go through the loan modification process to see if she qualify but unfortunatly [redacted] did not qualify because of insufficient income to cover monthly expenses again according to her investor guidelines.3.The $7.50 charge that [redacted] is being charged when she pays her monthly payment is because she has elected to make her payments by phone which is done through a vendor.She can mail her payments in as long as it is recieved on time and also her online abilities will be reinstated as soon as her loan is current . When on a repay plan .All web access is placed on hold.4.Late fees do continue until the loan is current on all loans.Thank you and please email me the marrage certificate as soon as possible with the loan number.

Review: I am a mortgage holder with PHH Mortgage Company and writing in reference to my current mortgage loan. It has recently come to my attention that a loan modification is currently in the trial period of approval without my knowledge or consent.

After receiving several credit surveillance alerts that indicated my credit has been potentially adversely affected because of such fraudulent activity I made a series of phone calls to PHH Mortgage to ascertain the gravity of the situation. During several weeks of phone calls to PHH Mortgage I was met with a parade of incompetent representatives who appeared not to even understand my concerns less more provide adequate responses.

It appears that PHH Mortgage approved a loan modification trial period on my loan without my signature on a Borrowers Authorization Form or Application. As the main borrower on this loan I am livid my credit and loan can be stolen, abused, and misappropriated without my knowledge or consent.

I demand that PHH Mortgage reverse this Trial Loan modification with all deliberate speed as I did not request it and I do not want it!Desired Settlement: I demand that PHH Mortgage reverse this Trial Loan modification with all deliberate speed as I did not request it and I do not want it! I further request that PHH Mortgage repair ALL damage to my credit with letters to the major credit reporting bureaus indicating that this is a mistake on their part.

Business

Response:

PHH Mortgage Corporation (“PHHMC”) received an application from Ms. [redacted] on July 8, 2013. In accordance with investor guidelines, PHHMC reviewed the application which was accompanied by the required Divorce Decree. This document allows a borrower to apply for assistance without the consent of the other borrower. [redacted] does permit only one borrower to modify the Note and Mortgage, contingent on the modifying borrower provides a [redacted] or Divorce Decree showing the co-borrower no longer has an interest in the property. While [redacted] allows the modification of the note without the co-borrower’s signature if proper documentation is received, modifying the Note and Mortgage will not remove the co-borrower from his obligation under the Note The loan was approved for a [redacted] Modification Trial Plan on August 30, 2013. The Ms. [redacted] successfully made the trial payments due October 1, 2013, November 1, 2013 and December 1, 2013. PHHMC appreciates Mr. [redacted] concerns. However, as Ms. [redacted] is also a borrower on the account she may make changes to the loan. The loan has not been stolen, abused, and misappropriate in any way for this loan modification.

Consumer

Response:

Complaint[redacted]

I am rejecting this response because:

January 6, 2014PHH Mortgage Corporation asserts that the loan modification was “correctly” granted based on the loanapplication and divorce decree. Then PHHMortgage Corporation later says in the very next paragraph that “PHH Mortgage Corporation does not reviewthe details of the divorce decree”. So which is it? The mortgage industry standard according to [redacted] is the PHHMortgage Corp loan processor and the under writer are absolutely required toreview ALL documents especially thedivorce decree. These documents must becarefully reviewed in these type matters to confirm the authenticity of thedocuments, the clerk of court recording date, to ascertain if the document is afinal decree, and finally to ensure the requesting party has the legal right toenter into such transactions. It isquestionable if PHH Mortgage Corporation even followed basic procedures in thiscase. Finally, PHH Mortgage Corporation referred in its most recent responseto a note executed on February 21, 2006 of which I am not very clear. I would like to formally request a copy ofthat note specifics and explanation. Respectfully,

Regards,

Business

Response:

PHH Mortgage Corporation ("PHHMC") received and reviewed the application submitted for loss mitigation in accordance with investor and program guidelines. The divorce decree provided evidences hardships as they relate to divorce or separation and further provides evidence if a party is receiving child support as a condition of the divorce. Although this documentation met the investor’s requirements and permitted PHHMC to offer a Modification Trial Plan, issuance of a final and permanent modification is contingent on PHHMC receiving a recorded [redacted] or the signatures of all borrowers on the final modification documents. As you refuse to execute a [redacted] and/or a final modification agreement, PHHMC is unable to offer the final modification. This loan has not been modified, nor will it be modified without these requirements. Since the modification has been denied, please understand that should this loan default, all parties on the loan will be impacted by any delinquency. Credit reporting for both borrowers will accurately reflect the status of the loan. As there is no recorded [redacted] or an approval for a Release of Liability relieving either borrower of their financial obligation under the Note, both borrowers remain obligated to the debt. Information regarding requesting a Release of Liability and the eligibility requirements were sent to you at the address provided of [redacted] The request must be submitted by the borrower who will remain on the loan. The requirements for Release of Liability eligibility are as follows: 1. The loan must have satisfactory payment history. (No payments received 30 or more days after the due date in the past 12 months). The loan must have a satisfactory payment history of 24 months from the date a default modification was processed, if applicable.2. The property must remain in its original intended purpose (i.e. primary residence, second home, vacation home or investment property). 3. The property must not have any other liens, defects, encumbrances, or adverse matters affecting title, with the exception of the primary mortgage.4. All late charges must be paid in full prior to the disposition of this request, if applicable.5. All bankruptcies must be discharged for a period of 24 months.6. If the request is due to divorce, a property settlement agreement will be required before the process can be started.7. All accounts that appear on credit report must be current, and proof provided of such.8. Borrower(s) requesting to remain on the loan will need to qualify based solely on his/her credit and income.9. If there is a Second Mortgage or Home Equity Loan on the property, the other person(s) must be removed from that loan prior to starting this process. On May 2, 2013 and December 17, 2013, letters were sent informing you that the loan did not meet the eligibility requirements for a Release of Liability due to 30 day delinquencies on the loan within the past 12 months. In accordance with the executed Note, page [redacted], “If more than one person signs this Note, each person is fully and personally obligated to keep all of the promises to pay the full amount owed. Any person who is a guarantor, surety or endorser of this Note is also obligated to do these things. Any person who takes over these obligations, including the obligations of a guarantor, surety or endorser of this Note, is also obligated to keep all of the promises made to this Note. The Note Holder may enforce its rights under this Note against each person individually or against all of us together. This means that any one of us may be required to pay all of the amounts owed under this Note.” Enclosed is a copy of the Note signed on February 21, 2006. At this time, the loan is 2 months delinquent, reflecting a due date of December 1, 2013. The amount due to bring the loan current is $3,367.07 including late charge fees in the amount of $1,099.15; return check fees of 60.00; property inspection fees of $80.00.

Review: This company has purchased an old loan I had with Bank of America, that was closed out in May 2011 after a deed in lieu of foreclosure. The deed was recorded in October 2011, and the property resold in September 2012. Beginning in June 2013, I started receiving billing/collection notices from PHH Mortgage/Mortgage Services showing the full loan balance that was written off with Bank of America. I also obtained my credit report with all 3 bureaus yesterday, and see that they are reporting this as an "open" loan with $22K+ in past due charges. B of A last reported this account to the credit bureau in May 2011, and since they it had been reported as "closed" in my credit file. When PHH took over the closed loan, they reopened it and are attempting to bill me for the balance that was included in my deed in lieu agreement. They are ruining my credit score and harrassing me for charges that I am not liable for. I have had numerous contacts with them since the beginning of June, and since August 8, cannot even get anyone to respond to my phone calls or emails.Desired Settlement: This account status needs to be corrected to show that it is closed! It never should have been transferred from B of A to PHH as the account had not existed since 2011! I want this illegitimate account removed from all 3 credit bureaus immediately, and my credit score restored to where it was before they submitted false records to the credit bureaus. I also want written documentation/proof from PHH Mortgage that this has been resolved, and I will not receive any further collection attempts in regards to this closed loan.

Business

Response:

PHH extends an apology for any inconvenience the issue may have caused the borrower. After thorough review of the history of the loan, PHH has confirmed that the Deed-in-Lieu with Bank of America was signed on April 11, 2011, before PHH acquired the loan on June 1, 2013. Due to this information Mortgage Service Center will delete this loan from their credit report as of today. An electronic request has been sent to the credit agencies to update the credit history. The unpaid principal balance (“UPB”) will also be removed from the loan.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I would like to request that PHH send me an updated statement showing the loan has a closed status, and a zero balance. Given that I was advised my loan was closed by Bank of America in 2011, I need to make sure this is truly the case with PHH; and that there is no chance the loan will be sold to another company down the road because the status was not correct in their system. I had asked for this documentation in my original complaint, and would like records confirming what they have stated in their response to the Revdex.com.

Thank you.

Review: I applied to refinance my existing PHH mortgage with a new loan through PHH. Every interaction with PHH from that point forward resulted in the same response--wait two weeks. Every request from PHH had the same deadline--today. I was told on or about 1 July that my mortgage closing would be "the end of next week". Later, about 25 July, I was told that my closing would be on August 2. My wife and I arranged to be off of work on that day, but the closing never took place until 14 August. Next, I was informed by the title company that they had wired payment to PHH on 19 August. On 22 August, I contacted PHH only to be told that they had just that day received payment. I was further told that it would be another 10-15 business days before I could expect to receive the refund of my over-payment (basically because I kept having to make payments on the old loan while PHH delayed the new loan). Further, I was told 2 days prior to the closing that I would not have to make any payment at the closing. Lo and behold, the next day I was informed I had to provide a personal check to cover costs that the broker was only made aware of after the paperwork was already shipped via overnight delivery!! The loan processor did offer to increase the amount of the loan (which as stated above was already in excess of what it should have been) to cover these costs. How that was going to happen when the paperwork had been shipped the day before and was due to me in a matter of a couple hours, I have no idea.Desired Settlement: I would like PHH to return the overpayment immediately, not in a few weeks (you can call in and get a payoff amount over the phone, how is it that it takes 2-3 calendar weeks to return my overpayment, only made due to their incompetence?). I would like an apology in writing. I would like PHH to retrain both the broker and his supervisor involved with my loan. I would also like PHH to clearly state the expected times for refund of monies owed by PHH in all future mortgage loan literature (both print and online)

Business

Response:

Hello,A detailed explanation letter was mailed to the client today. The overpayment addressed in his complaint was refunded to him on 8/23 and a small service gesture is being sent to him also of $100.Thank you for the opportunity to address his concerns.Thank you!

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

I would hope that they take steps to improve their practices so they may better serve future customers.Regards,

Review: I've have been going round and round with my mortgage company since I refinanced my home. It all took place when I deployed to [redacted] from November 2011 to June 2012. My home insurance was through Foremost and they never recieved payment from the mortgage. Foremost cancelled, and PHH mortgage went and found an extremely expensive insurance premium through [redacted]. All of this happenned while I was deployed and even though they were aware of my deployment, never bothered to inform me through email. Needless to say they put me behind on my actual mortgage because they took my entire payment and put it towards the Insurance since I was already behind and the new premium through [redacted] was alot more. I did not find out about any of this unitl I re-deployed back to the states. I then figured out what happenned and finally had Foremost Insurance re-instated and back dated to the orginal date. Since I was behind two full payments to my mortgage the refund was supposed to go back in the mortgage payment to catch me up. That never happenned. It was supposed to take place in August of 2012, all the while I was behind payments which was destroying my credit score. I finally made the payments out of pocket in Jan/Feb of 2013 to catch up on my mortgage. So now if you go back through my Mortgage payment history I am completely caught up since Feb 2013, but my credit score STILL shows that I'm behind 3 payments and its October 2013. I have called to get this fixed and nothing has been done about this. My last call was was two weeks ago and they were suppose to call me back, and they never did. My older brother [redacted] was a co-signer on the loan and his credit score is also really affected by this.

If you go log in to the website [redacted] it shows that they refunded me over $2000.00 in "over insurance payment" in August 2012 but I never received a penny of that money.Desired Settlement: I know that the [redacted] Act can be used here but I do not know how. I want the money I "over paid" refunded back to me and I want my credit score and my brothers creidt to show that I was not late all the way back to Febuary 2012.

I am sick and tired of dealing with this company. They will bounce me around from loss mititgation, to customer service, and insurance and nothing gets accomplished. I have spent many many hours playing this game with them and I'm over it. You can not ever talk to the same person and I have to retell this story EVERY time I get transferred to a new department. I know they take notes and know what I'm calling about.

Business

Response:

PHHMC extends an apology for any inconvenience the borrower may have experienced.

PHHMC records indicate that on October 14, 2011, a letter was mailed to you advising that PHHMC did not have current hazard insurance information for your account. On November 18, 2011 a second notice was mailed to you advising our records indicate that we had not received a new or renewed homeowner’s insurance policy. This letter also stated that temporary insurance coverage in the amount of $3,451.00 was obtained for sixty (60) days through [redacted] Company and upon receipt of your policy this binder will be cancelled and that if there has been no lapse in coverage you will not be charged. On January 7, 2012 another notice was mailed to you advising that a homeowner’s insurance policy was obtained for you in accordance the mortgage documents that you signed at closing. The notice informed you that due to us obtaining this policy your escrow account was billed in the amount of $3,451.00.

On December 6, 2012 PHHMC obtained information from [redacted] Company that Homeowner’s policy # [redacted] had been active for period of November 2, 2011 to November 2, 2012 and was renewed for the term of November 2, 2012 to November 2, 2013 without a lapse in coverage. PHHMC verified that the Lender Placed policy [redacted] was originally placed on this loan for the term of September 5, 2011 to September 5, 2012, however the policy has since been cancelled effective November 2, 2011 resulting in a partial refund in the amount of $2,906.00 being applied to the escrow account; leaving an earned premium in the amount of $545.00 for the valid lapse occurring September 5, 2011 to November 2, 2011.

In reference to the credit reporting on your loan and your request to revise our reporting of your account history specifically as it relates to the period of time December 2010 through October 2013. A thorough review of your account confirms that our reporting is accurate. Pursuant to the [redacted] Act, we must report account history to the credit agencies. Should you have any questions or dispute the accuracy of your history, please contact us. Enclosed you will find a complete history of your account along with Homeowners Insurance notifications for your reference.

Review: I submitted two (2) refinance loan packages to PHH Mortgage. Both loans should have closed in May but did not close until July 18th (loan #[redacted] and August 29th (loan #[redacted]. I provided the loan officer all of the documentation that he requested timely but the loans did not to close on time. A request for an appraisal wasn’t made by PHH until the month of August for loan #[redacted] The delay was unreasonable and the interest rates increased by over half a point. The [redacted] when I submitted the loan should be honored (4.66 with no points), since the delays and mistakes that PHH made (not responding timely or understanding what was needed to closed the loan).Desired Settlement: The [redacted] that was originally provided should be honored (4.66 with no points). The contact number is [redacted]

Business

Response:

The additional documentation was necessary for loan approval for all three files. The tax returns, most recent paystub and most recent account statements were original conditions on both the [redacted] and [redacted] files.

We have already addressed the concerns raised regarding loan [redacted] for the [redacted] property in our first response. Please advise what concern you have for [redacted] property, loan #[redacted] and we will be happy to respond. We do not see a concern referencing this loan number/property.

Review: I file bankruptcy in 2012.These company will not update my account with my new payment or let me see the payments online that I'm paying ever month. These company have hold two thousand dollars from me which is in my escrow account that is an overage. They continue to lie to me about fixing my account and sending me my overage from my escrow account. I'm not behind on my account and they keep telling me that I'm behind one payment. My lawyer is in the process of writing them a letter concerning this payment. This company is no good and need to be reported for treating people that are going through tuff time and also person that fought for this county and is 100% disable from war. This company is what make the house market what it is today especially when you have someone that have been put out the army with a medical condition and paid all his payment update to keep his home. This company is no good for the American people and need to be close down.Desired Settlement: I would like my escrow overage applied to my monthly payment. I would like for my account to be update and for me to review every month online. I don't want my escrow account overage applied to the principal but to my monthly payments.

Business

Response:

As of today, your payment has been updated to reflect the lower tax amount effective with the April monthly mortgage payment in the amount of $1,145.78. If a mortgage account has an escrow overage, it is determined by the bankruptcy court how those funds can be used. PHH Mortgage cannot use those funds unless the court approves it.

In regards to www.[redacted] PHHMC will not be able to update your account online until the bankruptcy has been finalized. We apologize for any inconvenience this has caused you.

Business

Response:

At this time, PHHMC considers this matter as resolved. If you have any further questions regarding your overage or bankruptcy please contact our bankruptcy attorney, [redacted] LLP, at [redacted]

Review: I have been attemmpting to do a loan modification on my mortgage through PHH. I have sent numerous packets (I have kept copies of all packets with tracking numbers) to PHH.

I will then recieve letters from them stating they did not "receive my packet", or will say I didn't add something they didn't even ask for. It's been a circus with trying to guess what they want. They will not work with me. I have attempted to make partial payments on my loan, and they have refused to take any money whatsoever unless it is several thousand dollars. (A specified amount), not a one month payment, etc.

I have contacted HUD and have made a complaint as the loan was via FHA.Desired Settlement: To cease and desist legal action. To accept a normal loan modification without "losing my packet", or once receiving my packet, state I didn't include something that wasn't even asked for. Disgusting way to do business.

Business

Response:

PHH Mortgage Corporation (PHHMC) extends an apology for any inconvenience this issue may have caused [redacted]. It was [redacted]’s initial intention to liquidate her home. Several incomplete short sale applications were submitted to PHHMC and missing items letters were sent on September 27, 2013, October 25, 2013, and November 12, 2013, December 13, 2013. On January 29, 2014, [redacted] submitted an application for a loan modification. This application was also incomplete and a missing items letter was sent on January 30, 2014. Once PHHMC receives the outstanding documents, the loan will be reviewed to determine the eligibility for a modification.

Consumer

Response:

Review: [redacted]

I am rejecting this response because I sent everything that ause:

Regards,

I do not accept this response. I sent everything asked for in packet or letter. When pressed no one could tell me what else I needed. I was never told what was missing. It's a racket and my belief I would never have what was arbitrarily decided was needed.

Business

Response:

PHH Mortgage Corporation (PHHMC) extends our apologies for any inconvenience this issue may have caused [redacted]. At this time, we have received documentation from [redacted]. PHHMC will review the new documents and provide [redacted] with proper notification if the investor requires any additional documentation. PHHMC stands by our previous response, which I have included for reference. It was [redacted]’s initial intention to liquidate her home. Several incomplete short sale applications were submitted to PHHMC and missing items letters were sent on September 27, 2013, October 25, 2013, and November 12, 2013, December 13, 2013. On January 29, 2014, [redacted] submitted an application for a loan modification. This application was also incomplete and a missing items letter was sent on January 30, 2014. Once PHHMC receives the outstanding documents, the loan will be reviewed to determine the eligibility for a modification.

Review: We started the loan process with this company and it has been nothing but lies the entire time. They said we would close by January 1st. Everything they asked we got to them however it was oothing but delays. Now it is January 13th and we are no closer to closing than when we started the entire process. They have changed the loan type on us which has put us back at the very beginning. It was a month after they changed the loan is when they came back and nee dall new stuff from us. Apparently our original loan officer got fired or quit we arent sure. They say one thing and then turn around and say something completely different. We will never recommend them for anyone and warn people to look elsewhere for a loan comapny. This has been a horrible experience. They are now saying that if the loan falls through or the seller backs out we will be charged all of the fees.lDesired Settlement: We feel like we havent received the services that we are entitled to receive and we do not feel we should pay for it.

Business

Response:

Hello,Correspondence has also been mailed to the client.Thank you

Consumer

Response:

Review: [redacted]

I am rejecting this response because:We question the authenticity of the document. We never talk to PHH about a conventional loan beause its a mobile home. I also have several different documents with several different dates , loans and interest percents on them( not including all of the Good Faith Estimates). We have yet to receive the service that we were promised. It has been one thing after the other with this company. We started out with a [redacted] loan only to find out a month and half into the process that we could not use that type of loan on a used manufactured home, so we switched to [redacted] loan. Because of this we could not use the original appraisal because of this they had to do a compltely new appraisal and we have yet to receive it. This was told to us on December 27th when we had a meeting with our new loan agent. In addition to that we were told there would have to be a strutural report and repairs to make the house [redacted] compatible. It should be noted the house cannot be sold as is using [redacted] guidelines and any repairs needing to be done would probably affect the appraisal. The minimum estimate we have been given so far for the repairs is approximately $3000. In addition to that according to the inspection reports we have seen that number will probably go up drastically. In our purchase agreement addendum dated December 27,2013. It states that if the appraisal comes in lower then the sales price the purchaser "shall not be obligated to complete the purchase of the property or incur any penalty by forfeiture of earnest money deposits." They have asked us to pay for the structural report before we recieve the appraisal and originally told us at our meeting on the 27th that we would be responsible to pay for the report eventhough the seller agreed to pay all closing cost, and that we would be liable for some or all of the repairs. The house cannot be sold using [redacted] guidelines without those repairs being done. Since we have yet to receive the new appraisal we are left wondering if they know the appraisal is under the sales price in turn that would allow us to get out of the loan agreement and receive our earnest money back. We have done everything they have asked us to including not taking another job or position for the company I worked for when we started this process. I have since then been terminated from my job due to medical reasons and as of now do not qualify for their loan. Despite knowng I do not qualify for their loan they are indefintly putting the loan on hold. Even though our contract has expired and the house is back on the market. We have come to terms with the fact that we will probably not get this house but this could have all be avoided if PHH had done their job from the beginning.

Regards,

Business

Response:

Correspondence will also be mailed to the client.Thank you

Review: A Question Comment from [redacted]

Loan Number [redacted]

Hello - My Ex-husband Anthony recently worked with [redacted] on a loan modification. He was doing a trial period where he paid $795.98. After the third trial period we found out that we would owe a lump sum of $15,000 if we ever decided to sell the property. We decided to not go with the loan modification, as we do not have that kind of money laying around. Now our account is negative and our credit has been hurt tremendously. We have made all of our payments each month. Please see the list of payments since January 2013. This is what [redacted] sent us. • January 17th - $1,082.62

• January 17th - $15.00

• February 13th - $994.97

• March 13th - $994.97

• April 12th - $994.97

• May 14th - $994.97

• July 1st - $795.98 first trial payment

• July 23rd - $795.98 second trial payment

• September 3rd - $795.98 third trial payment

• September 3rd - $17.50

• October 1st - $1,000.00

• November 5th - $1,000.00

Can you please tell me where we missed any payments???? I am very upset that this is happening and my credit is being hurt for no reason. Every time I call in the representatives act like I am an it and also make me re-explain my story and why I am behind. I AM NOT BEHIND BECAUSE I DIDNT MAKE THE PAYMENT...... I NEED someone to call to call me back and help make this right. How do I get the 20-30 point back on my credit from a mistake that was not our fault?????? Please have a supervisor or manager call me back. I am going to get my attorney involved if this is not resolved. I plan on making a payment of $1000 tomorrow, but who is going to help correct this. VERY unhappy. Thank you [redacted]Desired Settlement: I am looking for my account to be correct and any refunds made that are needed. I would like my credit to restored as well.

Business

Response:

Loan is current and due for January 2014 payment $1168.29. We have received a payment of $1139.79 but there is still a balance due of $28.50. Please make this loan payment as soon as possible by calling [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: In know the account is current now, because I have made the payments. The only thing I still do not understand is why I had to pay over $1500 to make the account in good standing and you put on here we only needed $500 and something to make it in good standings. When do we the money refunded that we paid???? When will my credit be corrected for the points deducted when it was reported I missed a payment when I really didn't?

Regards,

Business

Response:

Please call your PHHMC [redacted] Case manager [redacted] for more information at [redacted] The loan is current and due for February 2014. Thank you

Review: I requested a payoff of mortgage. The payoff information included a $750 charge which I questionned. I spoke with a supervisor by the name of, who explained it was assessed because I had filed bankruptcy. I explained that I did not follow through with the filing, and the case was dismissed. I was asked to fax proof of such, which was done. I called Ms. [redacted] for 4 days after the information was faxed to her, and never received a return call.

I then contacted the company again, and spoke with a customer service representative named [redacted] who did not allow me to complete my request before giving me a vague response, totally unrelated to my question. I then asked for a supervisor, and spoke to Mr. [redacted] His explaination was that the charges were related to an appraisal of the property and other fees because my loan was delinquent. This response was TOTALLY different from the one given by Ms. [redacted]. When asked why I was asked to fax the bankruptcy dismissal information, Mr. [redacted] did not respond, basically ingnored the question, and repeated his explaination of the fees. I informed Mr. [redacted]s that I would be filing complaints with as many organizations as I could, including HUD, and he continued to be obilivous. Ms. [redacted], as of this date, still has not returned my call.Desired Settlement: I cannot allow this company's unprofessional practices to delay the payoff of the loan, so I will ask that they be paid. However, since the fee of $750 is not a legitimate fee. nor has the company's representatives responded in an appropriate manner, I would like the money returned to me once the payoff is completed.

Business

Response:

PHH extends an apology for any inconvenience the issue may have caused the borrower. The borrower filed Bankruptcy. The fees were assessed to loan due to the filing and hiring of Bankruptcy Attorney to monitor the case. The fees totaled $811.00. $300 of which was deemed non-recoverable and that amount was removed from the balance owed by the borrower. Total remaining was $511.00.In October 2011, due to the past due status of the loan, a title search was performed. The fee for this is $150.00In April 2013 the borrower requested Loss Mitigation assistance. At that time a Broker’s Price Opinion of the property (valuation) was ordered as part of the Loss Mitigation review process. The fee for this is $89.00 which is recoverable from the borrower.The total of all fees due is $750.00.On July 25, 2013, the borrower called in and spoke with [redacted]. Ms. [redacted] reviewed the fees with the borrower and explained why they were on the loan and needed to be satisfied with the payoff. The borrower stated that her Bankruptcy action was dismissed and she should not have been charged any fees. Ms. [redacted] asked the borrower to fax in documents to her attention so that Ms. [redacted] could then review the issue with our Bankruptcy staff. To date, we do not have a copy of the fax that the borrower states was faxed sent in. Ms. [redacted] then received the voicemails from the borrower requesting a callback regarding her issues. Ms. [redacted] was reviewing the loan and looking for the documentation that the borrower was going to fax in for her review. Less than 4 business days later, the borrower called in and reached Ms. [redacted]’s direct report Mr. [redacted]. Mr. [redacted] did his best to explain why the fees were accessed to the loan and why they were required to be paid in order to fully pay off the loan and have the lien released.To date we have not received the fax from the borrower regarding her Bankruptcy dismissal. Ms. [redacted] has not followed up with the borrower because she has not received the documentation and the borrower had escalated the issue above the level of Ms. [redacted] to her direct report, Mr. [redacted]. We have reached out to our Bankruptcy counsel and reviewed the issues and per our research, the fees were accessed appropriately due to the Bankruptcy filing, delinquency on the account and the borrower’s request for assistance.

Review: We had a HELOC loan with HSBC that was paid in full and closed. We are trying to sell our home and the title company is requesting a 'paid in full letter' from HSBC, HSBC no longer owns HELOC loans and have sold it to PHH, PHH does not have a record of old customers, only existing customers that have open HELOC loans. We have been trying to retrieve this letter from PHH for the last 3 weeks to no avail. PHH is unwilling to help us and without this letter we cannot proceed with closing. I am formally filing a complaint against HSBC and PHH.Desired Settlement: I am requesting a "paid in full letter" from either HSBC or PHH so we can close on our home before we lose our buyers.

Business

Response:

PHH does not service this account. The correspondence was forwarded to HSBC Bank for handling and they will respond directly to the customer. Thank you

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Review: Applied for refinancing a loan. They add condition after condition and procrastinate any decisions. They switch agents over and again. The story in short: We have [redacted] invested in Morgan stanley. We ask for refinance loan of only [redacted]. They want rediculus conditions: Letters stating how many other properties we own, our business IRS 1065's, copies of a years worth of checks to our current mortgage company (that we never missed a payment to). The agents were rude and try to tell you how everyone has to do business their way. They charged us $500 for nothing. We did get a $165 appraisal of the home we live in that took 10 minutes for there agent to do.Desired Settlement: Return $345 to my credit card. Morgan Stanley Loan department should change there loan process.

Business

Response:

Review of the client’s concerns has been undertaken. Records evidence the decline fee was correctly disclosed and collected. We recognize the client was dissatisfied with the amount of documentation needed to support the loan terms and as a result chose to discontinue the process. However, the fee will remain as charged. We appreciate the client’s feedback and opportunity to respond.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am not doing business like Morgan Stanley Mortgage department. I have more ethics. I have no problem paying for quality. The Morgan Stanley mortgage (TEAM) has a long way to go before reaching quality though they think they are great. I shall recommend to everyone of their service that only takes money from senior people and gives nothing, NOTHING, except "conditions" and "problems"(NO LOANS EVER). The Morgan Stanley Mortgage are expert at slick talk and switching agents and avoiding direct questions. I shall do no business with them in the future. They are part of the reason for the housing problems, and mortgage problems in the USA today. I believe they can change. I know I am going to change.

Regards,