PHH Mortgage Corporation

Your complaint asserts that your request to complete a Deed in Lieu (“DIL”) was not reviewed and that documentation was requested that was previously submitted. I appreciate the opportunity to respond to your concerns. Our records reflect that the Loss Mitigation
Department of PHHMC received a request to surrender the mortgaged property on May 16, 2014. You were contacted by your Single Point of Contact (“SPOC”) case manager, *** ***, via email on May 19, and advised of the documentation required for a complete application. Letters were sent to the mailing address on file on May 16, 2014, June 9, 2014, June 16, 2014, June 24, and July 22, requesting missing documents. As documentation was received, it was noted and not requested on future letters. Our business records further indicate that Ms*** requested the missing documentation via email or telephone on May 29, 2014, June 13, 2014, June 24, and July 18, 2014. An additional missing items letter was sent to you on July 25, Said correspondence informed you that if PHHMC should not receive the requested documentation by August 9, that PHHMC would not be able to give further consideration to your request and the processing of the application would be discontinued. On August 12, 2014, PHHMC was forced to cancel the review of the loan for a DIL because the requested documents were not received within the allotted time frame. A new request was submitted to Ms*** on January 6, 2015. Request letters for missing documents were sent to the mailing address on file on January 8, and February 9, 2015. As the application remained incomplete, PHHMC closed its review on February 25, 2015. In order to be considered for any loss mitigation program, including a DIL, borrowers must submit a current and complete application. Upon receipt of a complete application, PHHMC will review your request for assistance and determine eligibility. If you have any additional questions, please contact your Single Point of Contact, *** ***, at ###-###-####, ext***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution
is satisfactory to me
Regards,
*** *** This is all the same information they are asking for once againWe have supplied all this to them times over that period due to them losing it and or not processing it correctlyEvery time we were told WE didn't send itWe very much want to keep our home so would have no reason for not sending itAll that being said, we will once again contact them to try to discuss a resolution that works for both parties involved

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

Thank you for your patience during the review processThe response is currently being reviewed by our Legal DepartmentYou will receive a formal written response once it has been approvedShould you have any questions or concerns in the interim please contact our *** ***,
*** ***, directly at ###-###-####, extension ***

PHH Mortgage Corporation (PHHMC) received *** *** complaint in the Office of the President on February 8, regarding an escrow refund overage as a result of paying her loan in full on November 20, 2014. As a preliminary matter, PHHMC strives to provide superior customer service
We sincerely apologize for any frustration Mrs*** may have experienced in connection with the servicing of her loan.PHHMC servicing records reflect on December 11, 2014, an escrow refund was disbursed in the amount of $2,check#was mailed to the property address at SPennsylvania Street, Englewood, CO 80113. Upon review, PHHMC received notification from the *** *** *** on December 26, 2014, that Mrs***’s mailing address had been changed. At that time PHHMC updated our system to reflect the new address at *** ** *** *** *** ** *** A copy of the correspondence is enclosed for your reviewPHHMC was not informed of any address changes before the check was mailed to the subject property address.On January 22, Mrs*** contacted PHHMC to inform us that she had not received her escrow refund in the amount of $2,During that time PHHMC immediately placed a stop payment on check*** and also requested the funds to be reissuedPlease know the time-frame to stop and reissue funds is business days.On February 3, 2015, PHHMC sent the replacement funds in the amount of $2,check#*** to the updated address at *** ** *** *** *** ** *** by *** *** ***Please allow at least to business for delivery.Thank you,PHH Mortgage Corporation

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

Servicing records reflect that the loan was acquired on July 1, and as PHHMC is the new servicer, we are required to analyze the loan within sixty (60) days of the acquisitionTherefore an escrow analysis was performed on August 26, 2014, reflecting annual tax amounts of $1,The escrow
analysis resulted in an overage of $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 $surplus checkYou were transferred to the tax department since the taxes were due on August 1, and were not paid from escrowThe taxes were paid in the amount of $1,from escrow account on September 4, A new escrow analysis was performed on September 24, 2014, effective for the November 1, mortgage payment reflecting a shortage of $1, As of this writing, PHHMC has placed a stop payment on the $escrow refund check and reapplied the funds to the escrow accountA new escrow analysis was performed reflecting an escrow shortage of $which has been spread for monthsThe new payment is effective for the November 1, loan payment in the amount of $1,A new escrow statement will be sent to you in 7-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

Complaint: ***
I am rejecting this response because: I Spoke to *** (ext***) today 4/24/and she told me that 1) the money has not been moved to escrow yet2) My escrow summary you generated on January said incorrectly that my escrow was $shortIt also said that if I paid the $my new Monthly payment would be $After subtracting the $in question that left a shortage of $which I paidNow *** tells me that when the $is finally moved plus the $I paid on Feb 4th I still won't be given the $your own document statedShe tells me the new payment is going to be over $a monthI have filled out paperwork on a financial deal that said my Monthly payment is $I don't think the lenders I'll dealing with are going to look favorably on a $a month lieShe also told me it would take to days for you to generate a new summaryYou add mail time and that is weeksMy deal will not wait weeksI need that summary no later than the close of business TuesdayI hope this deal doesn't fail due to this incompetence. I only taught math so I guess I can't subtractI also fear the only way to resolve this issue, that never needed to happen, is to refinance and get as far from *** *** as possible. The way I do math shows you won't miss the interest generated on this loan over the next yearsThis is so ridiculousAs an aside I don't think retraining is going to solve the employee problems I've encountered over the past months.
Regards
*** ***

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

Dear Mrs***,Your correspondence addressed to the Revdex.com was received in the Office of the President of PHH Mortgage Corporation (“PHHMC”) on April 1, 2015. I appreciate the opportunity to respond.As a preliminary matter, please know that PHHMC strives to provide superior
customer service. We apologize for any frustration or inconvenience you may have experienced during the servicing of your loan with PHHMC.PHHMC records reflect that your loan was paid in full on February 19, However there was an escrow overage check in the amount of $2,that was released on March 11, The check was mailed to the address on file.On March 20, servicing records reflect that you called our customer service department regarding the check statusRecords also reflect that you called to advise that the check was not receivedYou were advised to call back on March 27, if the check was not received.On Aril 1, 2015, records reflect that you called, spoke at a supervisor request and requested to expedite the reissue process of the escrow check. You requested the check to be sent electronically, however PHHMC cannot send checks electronicallyThe supervisor offered to stop and reissue the check and sent it overnight mail.Servicing records reflect that you called on April 2, and were advised that the stop and issuance of the escrow overage check would be processed within three business days.Servicing records reflect that the escrow overage in the amount of $2,was sent via *** on April 3, next day mailOn the same day, you spoke to a PHHMC Supervisor who provided you with the *** tracking number and advised that the check would be delivered by April 6, On April 6, at 9:AM, servicing records reflect that your check was delivered to you to the address on file.Thank you

Complaint: [redacted]
I am rejecting this response because: Today is April 7, 2015 and my escrow analysis statement is still not online.  I spoke with a customer service rep yesterday who faxed me over the escrow analysis because I never received an email and your website is still wrong.  Your website still shows my monthly real estate tax as $900.95 instead of over $1,400.  You mentioned that my March 1 payment was reduced to $3,248.81 but your company debited my account $3,681.19.  I have been working with a nice, responsive customer service rep so my issues should be resolved soon.  It appears my April and May mortgage payments may be different because there is a shortfall again because your company continues to deduct only $900.95 for real estate taxes.  I also told the customer service rep I will change my mortgage payment date to the first of the month only instead of having the mortgage deducted twice a month because your company can't handle the calculations properly or process the payments correctly.  I don't appreciate being blamed for the continuous escrow shortfalls when your company controls my payments and causes the shortfalls.Your company should be embarrassed the way they treat customers.  It's amazing to see how simple math calculations cannot be done regarding my real estate taxes.  I hope my communications with your company can help change the internal processes and procedures so customers can be treated better. 
Regards,
[redacted]

Servicing records show the escrow shortage payment received on August 12, 2014 was misapplied as your August 1, 2014 mortgage payment with additional $151.88 applied to principal curtailment. I have placed request to have funds reversed and will have reapplied correctly by December 2, 2014
With...

regard to you payment being placed in suspense as short payments, consequently all future payments where applied to suspense or holding account as short payments.  
We apologize for any inconvenience this may have caused

On December 12, 2014, [redacted] placed the escrow statement on our website, [redacted], as your loan is set-up to receive paperless documents.  Please accept our sincerest apologies that you have not received an email regarding the escrow statement being on the website.  However, if you go to [redacted] then click on document center, then view documents, you will be able to review the December 12, 2014 and March 19, 2015 escrow statements.  As for your concerns regarding the monthly tax escrow being collected at a lower amount, the escrow analysis statement advises that the new payment with the higher tax amounts will be effective with the May 1, 2015 payment. Regarding your concerns about the higher amount drafted for the March 1, 2015 payment, [redacted] will not update the draft if the monthly payment is decreased.  All additional funds that are pulled with the draft are applied to the principal balance on the loan.  The only time the draft is changed is if the homeowner contacts us to change the amount or the payment has increased due to an escrow shortage.

Please see the attached for our response to this matter.

This complaint was also submitted as case [redacted].  Our office is reviewing the concern and will submit a response on case [redacted].  Thank you

Complaint: [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,
[redacted]

Complaint: [redacted]
I am rejecting this response because: There is no actual response, just my exact complaint sent back to me.
Regards,
[redacted]

Your correspondence addressed to the Revdex.com has been received in the Office of the President of PHH Mortgage Corporation (“PHHMC”). I appreciate the opportunity to respond to your concerns regarding payment application. Servicing records reflect on February 17, 2014 a payment...

was received in the amount of $2, 7650.00.  At this time your loan was in active Bankruptcy and reflected a due date of July 2013.  In accordance with our mortgage note and, due to the delinquency status of your loan, the funds were correctly applied to the mortgage as per your mortgage note.  I have enclosed a copy for your review.   As of this writing, your loan is due for the April 1, 2015 payment. Please note we will be unable to reverse these funds as this would revert the loan back into delinquency, changing the due date to reflect January 2015.

RESOLVED

[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.]
Revdex.com:
I hesitate to say I accept this response as until the...

refinance has been completed I am concerned they will do the same thing again or take another 3+ months to process the refinance and cost me even more money then they have already. Refinancing is going to save me money on a monthly basis, much more then the $200 credit they have offered me.
Regards,
[redacted]