PHH Mortgage Corporation

Review: My mortgage is with PHH Mortgage Company and they have changed my mortgage payments under the false pretense that my insurance payments increased with [redacted] Actually, my payments is declining from $1803. to $1044. They insist the payment is $1274.19 annually, after verifying the correct amount of $1083.00 with [redacted]they still increased my mortgage payment from $762.00 to$ 805.00. I have made three different attempts to resolve this issue with PHH Mortgage however they claim to do an analysis however, have not replied back to me. The Company is now overcharging me on my mortgage by drafting my checking account $805.55.Desired Settlement: They adjust my mortgage payments back to it's original amount based on my insurance payments. Send me an apology and a refund check $43.00 and do not debit for $805.00 again.

Business

Response:

PHH performed its annual escrow analysis on November 19, 2013. The hazard insurance amount of $1,274.19 used in the calculation was based upon the premium that had been paid from the escrow account previously that year. When the insurance was paid in January 2013 in this amount, it was higher than the anticipated annual premium of $1,113.72. This resulted in a shortage in the escrow account.

When our office was notified on December 12, 2013 that your new insurance premium was $1044.62, we updated our information. We apologize that it was not explained to you that the new analysis results may not occur effective with your January payment.

Your new payment effective February 1, 2014 is $763.47. This payment is calculated using the reduced insurance premium and includes the remaining escrow shortage from the higher than anticipated disbursement made in 2013.

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,

Review: I am the granddaughter of a couple that lives in Florida that has been greatly affected by Florida's real estate market. I have been searching for solutions to help them refinance their mortgage from a very high rate. Not many companies offer the [redacted] program so when I was directed to one, we obliged. I was on the phone with my grandparents during the application process to be sure they were eligible for this type of loan. The loan officer knew that they lived in a condo and paid a condo fee to their HOA. One of the questions was "do you have flood insurance". The answer, is yes. My grandparents pay an annual fee for their own flood insurance because their condo association does not provide it. According to the paperwork that was apparently sent to them, AFTER their application was accepted, the association has to carry flood insurance. Unbeknownst to them, they were NOT qualified for this loan. They were under the impression, and were told, that unless their finances didn't check out, there would be no reason for denial. They paid the $500 processing fee. Day of closing, their loan was DENIED due to their association NOT carrying flood insurance even though the loan officer asked them to supply a copy of their policy statement FROM THEIR AGENT. The company did not follow through with the request for a FULL refund. This couple went through a program that helps those in financial need that were affected by the Florida real estate market, and instead, mislead and misrepresented their service and my grandparents are now out $250 for nothing.Desired Settlement: Please refund the $250 that they are owed due to lack of experience, product knowledge, misrepresentation and misleading information from this firm. Refund back to the client Thank you.

Business

Response:

Dear Mr. and Mrs [redacted]: We have received correspondence addressed to the Revdex.com (“Revdex.com”) by your granddaughter, [redacted]. Ms. [redacted] has made us aware of the issues you experienced with the refinancing of your mortgage with [redacted]. I appreciate the opportunity to respond to your concerns. Our goal is to provide all of our customers with unparalleled service. We sincerely regret that we did not demonstrate this to you and our service fell short of your expectations. Please accept our sincere apology for any frustration you may have experienced during the processing of your mortgage application. In [redacted] correspondence, she requested a refund of the $500.00 cancellation fee. The pre-approval document was sent to you on January 24, 2015 and referenced the necessary requirements in order to be considered for the [redacted] (“[redacted]). This document stated that your residential condo association is required to have sufficient flood insurance. Unfortunately, the flood insurance submitted by the condo association was insufficient to obtain condo approval to proceed with processing your loan request. A copy of the pre-approval letter is enclosed for your review. We have enclosed the Agreement Concerning Non-Refundability of Advance Fees (“Agreement”) document which you executed on January 27, 2015. The Agreement states if the loan is cancelled or declined for any reason, a fee of $500.00 or actual costs incurred, whichever is less, is non-refundable and will be charged to cover the costs associated with processing your loan application. The actual costs incurred in connection with your loan application included the appraisal fee of $510.00, the credit report fee of $19.83 and the flood certification fee of $19.50. As a courtesy to demonstrate good faith [redacted] has made a business decision to provide a partial refund in the amount of $250.00 and was refunded back to your credit card on March 30, 2015. As a part of our fair lending guidelines, we are careful to evaluate all applicants equally. Our lending policies and procedures do not in any way discriminate against applicants on the basis of race, color, religion, national origin, sex, marital status, age or any other protected basis. We thank you for your patience and understanding in this matter. We know you have a choice of financial services, and we truly regret that we were not able to provide for your financing needs at this time. Thank you

Review: I have been in the process of a loan modification or repayment program. This began with the original application being submitted November 2013. I have submitted the "same" documents on numerous occasions and PHH has said that they have received them. Usually within 24-48 hours I will get a letter stating that they don't have them and need additional information. As of March 6, 2014 they stated that they had "all" the documents need to process my application. On March 14, 2014 they issued another letter stating that they were missing documents and needed additional information. These documents were part of the modification application that were needed to begin the application process and now all of a sudden they don't have them. I believe that this is a practice that is designed to make the homeowner get further into debt so that they can either collect more money or get to a point where they can put the house into foreclosure. I went through the same thing with PHH Mortgage a few years ago so this seems to be a standard practice with this company. This should have been processed in 30-60 days yet 120 days later they have not done anything except request the same documents over and over again. It's frustrating when the customer is trying to help themselves and they keep putting up roadblocks to make you fail. Complete the application and end this circle of deception.Desired Settlement: Process the application and stop requesting the same documents to slow down the process!

Business

Response:

Good Afternoon, PHHMC respectfully disagrees with the borrower's allegation that PHHMC took 120 days to provide a decision regarding their eligibility for assistance. The review of the loan takes up to 30 days from the receipt of a complete application. Subsequently after the receipt of the November 2013 application, PHH evaluated the borrower for a third modification and the borrower was denied for the HAMP program (borrower is entitled to 1 HAMP modification). The first HAMP was offer in 2011. The borrower was also evaluated for the investors Standard Modification and was denied (the post modification principal and interest did not fall within the allowable limits). The borrower’s current terms are the result of a modification offered on March 2012. The borrower performed on the 2012 modification until August 2013. A new application for assistance was received on January 21, 2014, was deemed incomplete and letters detailing the required documents were sent on January 21st and February 20th. The required documents missing were 1) signed IRS Tax Returns, 2)2 - Recent Bank Statements, 3) Proof of Rental Income w/rental agreement and were due March 7, 2014. On March 6, 2014, a partial response (documents) was received. The rental agreement/affidavit was not received by the allotted timeframe. On March 7, 2014, PHH was forced to deny the application for incomplete package was sent. Notwithstanding the denial, PHH accepted documentation post March 7th. Additional documentation was sent on March 27, 2014. As of March 28, 2014, the application is being reviewed for completion. Upon completion, a decision will be rendered within 30 days. Respectfully,PHH Office of the President

Review: PHH Mortgage is refusing to post my August payment of $717.00 which was received by PHH on 8/8/2013 . On 8/28/2013 I received a letter telling me that my payment was late and they will repossess my house if payment arrangement are not made. I called PHH the next day and was told my payment was being held because of my homeowners insurance went up by $126.00. This is the first I ever heard of owing this extra $126.00. I use on-line banking so I made a payment that day to cover the extra $126.00. That payment cleared my bank and was shown on the PHH website for my account that it was received on 9/5/2013. It is now 9/10/2013 and my payments STILL have not been posted. I have called on 9/5/2013 and they stated that the payment has been received and posted. I AGAIN called on 9/9/2013 and then was told I never made the $126.00 payment but then admitted they did receive it after I told them I had proof I paid them from both their website account manager and my bank. They then managed to find the payment was received. They again told me the full amount was posted but STILL the payment is not posted. Essentially they have STOLEN $841.00 from me and are threatening to take my house EVEN THOUGH I MADE MY PAYMENT!Desired Settlement: I want my payments totaling $847.00 posted to my account for August and any late charges reversed as well as any reports for late payment to the credit bureaus rescinded.

Business

Response:

PHH extends an apology for any inconvenience the issue may have caused the borrower. The borrower sent in funds for $130 to cover the shortage on September 5, 2013. However, the funds were applied directly towards the escrow account. On September 17, 2013 the $130 was reversed from the escrow account and applied towards the August and September payments. The loan is current and due for the October payment. There were no late fees assessed or negative reporting to the credit agencies as a result of this transaction.

Review: Loan [redacted]. I entered into contract on a new construction home and began the mortgage process with Coldwell Banker Residential Mortgage in May 2013. The home was not built, nor was ground even broken, tentative closing was set November 2013. At the time of application I was told that I needed to provide a credit card for the appraisal, which I gave willing knowing that an appraisal of the home is part of the loan approval process. In June 2013 Due to situations beyond my control, I was unable to complete lending the process with Coldwell and needed to go to another lender that had already gotten FHA approval for the new construction condo complex. Had this not been the case I would have gladly stayed with Coldwell. A few weeks later I received a charge on my [redacted] for $415 from Coldwell for an appraisal. I was surprised to see that charge for the following reasons:1. There was no structure to appraise literally only a dirt lot. Foundations was not even poured yet.2. I was not informed that an appraisal would be done prior to construction. Had I known I would have questioned it, and halted the process until a proper appraisal could be completed to avoid an unnecessary charge.3. The appraisal clearly would have expired by the time the condo was ready for closing. It would be about 6 months old by that point. I would then be forced to pay additional monies for either a new appraisal, or have the premature one updated. In any event it would be unnecessary extra cost to me. I had contacted Coldwell regarding this issue on June 27, 2013 and as of this writing I have not received a response. I would ask that as a Coldwell customer, who has bought and sold homes through this company, for this charge to be reviewed and a credit be issued.Desired Settlement: Credit [redacted] that charge was applied, or refund check for $415

Review: I am active duty military. I've had a mortgage loan with PHH since 2007. I've never missed a payment until last year. In June of last year I found out my husband was separating from the military and I would be the only one with a job and we have 2 kids. I contacted PHH ([redacted]) in June 2014 to request aid with my load. She had me fill out some forms and submit tax returns, pay and bank statements. Since then we have gone back and forth. She continues to ask me for the same forms and documents I've already submitted multiple times. She will tell me that's all she needs and my case will be submitted but a month later she sends me an email asking if I still want to do a deed in Lieu request and again asks me for the same forms again. This has been happening for almost a year. My husband got out in August of last year and I started missing my mortgage payments. My credit is ruined and my deed in lieu of still hasn't been submitted. I've contacted her supervisor ([redacted] ) and she had [redacted] contact me again (a month after I contacted her) asking for the same things I've sent at least 4 times. I'm stuck and don't know what I can do. No one can be this incompetent of they must be playing with me so they don't have to help.Desired Settlement: I will never return to this house. I want a deed in lieu of or at this point my credit can't get much worse so they can foreclose on it as far as I care. I'm stressed enough with only ne income and a family. I don't need to deal with their games every month for the rest of my life.

Business

Response:

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, [redacted], via email on May 19, 2014 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, 2014 and July 22, 2014 requesting missing documents. As documentation was received, it was noted and not requested on future letters. Our business records further indicate that Ms. [redacted] requested the missing documentation via email or telephone on May 29, 2014, June 13, 2014, June 24, 2014 and July 18, 2014. An additional missing items letter was sent to you on July 25, 2014. Said correspondence informed you that if PHHMC should not receive the requested documentation by August 9, 2014 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. [redacted] on January 6, 2015. Request letters for missing documents were sent to the mailing address on file on January 8, 2015 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, [redacted], at ###-###-####, ext. [redacted].

Review: Filed for help in mortgage due to job loss, qualilfed for modification program. Paid all scheduled payments on time over a six month period, and at end of period we paid up to current. However they had reported us over 15 months delinquent with credit bureaus and not just the 6-8 month we truelly were during the loan modification program. The company also was bad about losing papers I sent. Secondly, We received hail damage to our home in April, Our insurance company granted us over$15000.00. in loss with mortgage company to receive check and despense funds as needed. We sent all papers requested by mail and they called to let us know they received them, then a month passed and nothing so we called and they said they didn't have all the papers. During phone call we established indeed they had all the papers and just need a dark print of one we had already sent them. So I sent it again. Another three weeks have passed. I called again and they told me that they were in processing and we should get it by next wednesday( over a week later).In total we have waited two month for our check to be despense from them. I believe they have done it on purpose and held it in a account that they make interest off of at other peoples expense. I will tell everyone I know that this is the worriest Mortgage company !!!Desired Settlement: Call all Credit Bureau's and give corrected infomation and better credit ratings.

Check to our Contractor for repairs to be issued in full immediately

Business

Response:

The borrower was placed on a forbearance plan, not a modification. Below is an explanation of the forbearance offer.

On November 15, 2012, PHHMC offered Mr. and Mrs[redacted] a Forbearance Plan in an effort to assist them with their financial challenges that affected their ability to pay their mortgage. This assistance option is not a modification of the loan and only offered temporary assistance for a time frame of six (6) months. The terms of the forbearance required the borrower to make 6 payments in the amount of $491.14 on the first of each month beginning December 1, 2012 through May 1, 2013. A copy of the forbearance offer has been attached for review.

According to PHHMC records, all payments of the forbearance plan were made timely, however, as stated on the forbearance plan agreement, “Other terms of your mortgage remain unchanged during this forbearance Plan. As a result of making reduced payments, you will become delinquent on your mortgage and your credit score may be impacted.”

Their credit report is showing they were delinquent a total of 12 times. From July 2012 until they brought the loan current on the forbearance plan in May of 2013; which accounts for 10 of the late payments showing. The Forbearance plan they were on specifically states it will affect their credit until the loan is brought current. The other 2 were from November 2011 (paying Dec. 14th 2011) and January 2012 (paying February 15, 2012)

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

I want them to submit a written report to the three major credit agency's we are in good standing they keep ignoring this fact. I am a paying customer and I should have this done. If they can report us delinquent for that amount of time they can put a note in our credit reports that we qualified for a forbearance plan and paid on time during the forbearance plan and are in good standing currently. This is what good customer service is. I would like a written copy of this.

Business

Response:

PHH extends an apology for any inconvenience the issue may have caused the borrower. PHH has reported accurately and sent the appropriate codes and special comments denoting that the loan was on a forbearance plan during the period of time effected. The credit reporting agencies will only report the codes and statuses that PHH electronically sends and will not display a data furnisher statement on the credit report. However, the borrower may chose to send in a personal statement associated with this loan stating that they were on a forbearance plan and paid according to that plan. The borrower can send the personal statement directly to the credit reporting agencies. The statement that they send will be placed on the credit report and visible when pulled.

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,

Review: Dear Sir and/or Madam:

My wife and I have been experiencing financial hardship since October 2012 (after my career job was terminated due to outsourcing.) After 7 months of insufficient income and unemployment, I have secured self-employment and started a business.

During this time we have exhausted our savings striving to remain current on all mortgage payments as we currently remain. (Which were subject to substantial increase due to our home re-financing approximately 2 years ago from a 30 year to 15 year loan.)

We have initially contacted PHH Mortgage to seek assistance by the "Loan Modification Program" in March of this year. After our initial documents submission via fax (as PHH requested) we have not received any correspondence back, therefore I have called them back after a couple of weeks.

PHH claimed that they did not receive any faxes from us, same on 2 other occasions, (every time they gave me a different number to re-fax all documents over again which I did as instructed. never receiving requested curtsy call back from PHH confirming progress with my application)

After about 7 weeks of this I finally was assigned a Case Manager, who continued to ignore my case collaboration requests in this matter. It is Mid June now, over 2.5 months in the process and we have not got anywhere. In my last phone call on 6/9/14 with my Case Manager [redacted]she commented that it was "ANNOYING" of me to request to speak to her supervisor [redacted] and on 6/11 she accused me my email crashed her computer...

We need assistance in our case. PLEASE HELP

PHH Mortgage's deliberate failure to provide sufficient assistance with homeowner mortgage assistance.

1) Respond to phone calls, voice mails, faxes (I posses log, and all confirmations), written requests and emails for asking for assistance and support action.

2) Inappropriate and Extremely offensive behavior and by both Customer Service, and Homeowners Assistance Team (both managerial/supervisor levels.Desired Settlement: Apology, compensation for time lost, and for PHH Mortgage to do their job and start our mortgage modification immediately with-out the past hassle, ignorance, and insult.

Business

Response:

First and foremost, we apologize for any unprofessional comments that may have been made by the Homeowner’s Assistance Team (“HAT”). This type of behavior is not acceptable. The conversations will be reviewed and the appropriate training feedback will be provided.

I apologize for the confusion that occurred with being provided different fax numbers. Due to the current financial environment, we are currently expanding the number of staff in the Homeowner’s Assistance Team and have several fax numbers.

A Trial offer for the Home Affordable Modification Program (“HAMP”) was approved on June 16, 2014. I understand that the offer was discussed with you on June 19, 2014.

We value your relationship and our goal is to provide all of our customers with unparalleled service. We regret that we did not meet your expectations

Review: To Whom It May Concern:

I am writing this letter to complain about PHH Mortgage of [redacted], New Jersey in regards to a short sale of my property [redacted] I have a property that has been submitted to the Short Sale program through PHH Mortgage three times, first with denials at the short sale price without negotiation and then later without any response. Most recently, I received a response from PHH Mortgage indicating that my application was closed because they did not receive an updated set of application documents, which was simply not true. Despite numerous calls, letters, and emails over the last three months to PHH Mortgage, I have not received a formal response. My real estate agent has informed me that she has tried to contact “[redacted]” and other members of PHH Mortgage’s customer service department to clarify the situation and proceed further, but she has been unsuccessful in receiving further information. “[redacted]” did not that they had received my full package and that the letter was sent to me in error.

The property has been on the market for over 7 years. We have had one offer to purchase the property as a short sale and have worked with PHH Mortgage to have this proceed further. It has been over one year since the buyer has made the offer and has been submitted to PHH Mortgage. This has been the only offer we have received during this time. We have forwarded supporting documents to PHH Mortgage, still without response multiple times. The buyer of the property is still interested in purchasing the property but time is essential for the sale to proceed.

This property has been on the market for several years and this is the only offer that we have received. It is very frustrating for all involved that we are not being responded to about this situation and I am scared that we will lose this only interested offer.

I am requesting that my situation is reviewed by your organization.Desired Settlement: This property has been on the market for several years and this is the only offer that we have received. It is very frustrating for all involved that we are not being responded to about this situation and I am scared that we will lose this only interested offer.

I am requesting that my situation is reviewed by your organization. I feel that PHH Mortgage is obstructing my chances of having this short sale proceed and I do not feel that there are other options for this property.

Business

Response:

An initial application for a short was initiated in June 27, 2013. Missing application documentation was requested and received. A Brokers’ Price Opinion was requested. PHH requested a HUD1 statement for the offer on July 30 and July 31, along with a notarized Arm Length Transactions statement. The initial sales price offer was insufficient based on the value by the investor. A second offer was presented by the realtor. It was communicated this offer also did not meet investor requirements on August 29, 2013. A new sales price was presented on November 4, 2013 by thwe authorized realtor. Certain documents of the original application had expired and current information was requested. When this information was not submitted, the application was closed as incomplete and a letter was sent to the consumer.A new application is currently under review.

Review: In February 2013 our Mortgage was sold by [redacted] to PHH Mortgage. We received our escrow balance at that time as well. I called PHH to find out how to send the balance to them to ensure it was applied to ESCROW. I was told to make a notation in the comment area on the electronic check. So I did. Due to the policy of PHH, we receive no monthly statement, no communication about our balance or otherwise regarding our specific account, other than the coupon book. So When we received the new coupon book to find out our payment had increased 50.00. I knew our insurance premium went up about 20.00, and I knew our taxes had not increased significantly so I called to find out why such a large increase. The told me it was because the escrow only payment had not been applied to the escrow account o there was a large deficit. They verified that in their system, they noted my call last February and that it was about sending in the escrow payment. I have the electronic check information: sent on 2/13/13 and was delivered 2/15/13, [redacted] with note: "For Escrow Account ONLY xx[redacted]. Since I had no information on this not being applied properly until I called about the payment increase, I asked for this to be reversed. They had my phone call and I have all the info on the check to prove I did as they instructed. I was told they simply could not reverse this at this time, though they understood it was their mistake. Then I requested a supervisor. I got a Mr. [redacted] who said he would put the request in, but the investors might not allow this to happen. But he would get back with me within 48 hrs, which he did not.Desired Settlement: I want this transaction to be reversed and/ or applied back to my escrow account, which will reduce my payment by approximately 35.00/mo. The mistake was their responsibility and they choose to have the policy that does not provide monthly statements to their customers. I had no reason to believe that the payment was not applied properly until I received my new payment book. I should not have to pay for their mistake , and if they cannot manage to reverse this, then they should reduce my payment by the 35.00/mo due to their mistake.

Business

Response:

First and foremost, on behalf of PHH Mortgage Corporation (“PHHMC”) I would like to apologize for any inconvenience this has caused you. At this time, PHHMC is in the process of having the $425.00 reversed from the principal balance and applied to your escrow account. Please allow 24 business hours for your account to be updated.Once these funds are applied to your account, we will update your payment for you and send a new coupon booklet. You may also view your account on our website [redacted]Thank you for bringing this matter to our attention.

Review: Efforts to move forward in a timely manner in refinancing my home by a different lender are being unduly obstructed by PHH Mortgage Services. The lender I’m working with requested a “Payoff Statement” from PHH and after reviewing it they questioned an item called “Recoverable Balance (RB) of $390.60” and asked me to contact Phh.

On 1-15-14, I called PHH regarding the RB fees. They said a request to research the fees would be issued. I asked them if they could rush the request and they said it could be expedited in 15 days and they would mail me the results. On 1-30-14, I called PHH again to find out the status of my inquiry and they said they didn’t have any information and would need to continue researching. I asked to speak to a supervisor and spoke with a woman named [redacted]. [redacted] told me that she would find out what the status was on my inquiry and call me by noon the next day. On 1-31-14, I called [redacted] and was told she left for lunch at 3:30 p.m. EST I left a message for her to call me but she did not return my call. On 2-04-14, I called PHH and asked for [redacted] supervisor. I spoke with [redacted] and told her that I’ve been waiting since 1-15-14 to find out what the “RB” fees were all about. She said that she would have to research it and would call me back. On 02-06-14, Ms. [redacted] called to say that she didn’t know what the RB fees were for and that she would need 15 days to research it. I told her that I've been waiting 3 weeks for their reply so that I could close my refi-loan which had a closing date of 2-1-14 and as a result has caused my refi-loan to be delayed. I told her that it seemed like my refinance loan was being held hostage because PHH could not find what the RB fees are about. I questioned the validity of these fees as I’ve never received a letter from PHH regarding these fees and I asked her to waive them and she refused. This matter seems like a scam to bilk me which is an unscrupulous business practice!Desired Settlement: Since the re-fi lender will not pay for the RB fee, I will be paying $390.60 Therefore, I respectfully request to be reimbursed $390.60

Business

Response:

PHH Mortgage Corporation (PHHMC) apologizes for the $390.60 recoverable balance fee. As our records are limited for the time frame of 2005, the reason for the assessment cannot be determined. Therefore, in the interest of good customer relations, the fee has been waived. Please allow approximately 3 business days for the account to be updated.Thank you for bringing this to our attention.

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,

Review: My mortgage payment was processed twice, I always pay online and have for three years with no issues. It has been a nightmare trying to get my money back. They claimed they never received the fax from my financial institution saying the payment had cleared so they could refundmy money even though I have a fax confirmation number. They refuse to take care of any fees I incurred (over draft). They said it was my fault that I hit the submit button twice, which I DID NOT do, and to top it of said they payments were two hours apart. If I hit the submit button twice how is that possible? I told them I would contact my ISP to prove I was not there twice, the rep then switch gears and said that's how payments are processed sometimes with their system even if the payments are 3 seconds apart. They have no disclaimer saying that first of all, secondly I didn't do it! I want my money back! I have over 150$ in overdraft fees plus my scout has -700$ in it that's to them! Their resolve was for me to email them and they would mail me a refund check, so more waiting! To top it off, when I asked for a confirmation email saying they got the statement he told me they don't correspond via email! I am done with this company, unless they make THEIR WRONG RIGHT, I will be refinancing!Desired Settlement: Refund my money and pay my financial fees your company caused!

Business

Response:

Dear [redacted] PHHMC servicing records reflect that two speedways online payments were made on August 21, 2014. These payments were made two hours apart. You contacted the customer service department to request a refund of a duplicate payment. PHHMC issued a refund of $571.33 via UPS next day on 08/29/2014. Since this issue was not a PHHMC error, the NSF fees of $150.00, you requested, will not be refunded. We trust that this response addresses your concerns. Thank you

Review: I have my mortgage for my rental property through PHH and they demanded I escrow for this loan. I received a new payment book with the revised payment amount for 2014 so I changed my payment setup to reflect the new amount. I usually round up the payment amounts to pay off a little more of the principal so my monthly payments are set up to be $4.36 more than the minimum payment due, paying $855 monthly. I forgot to change only January's payment for the added one time "clean up" amount for the escrow account from 2013 that they tacked on to it, which made my January payment $119.57 short. I sent in my February payment as well before I realized this error so I then sent in an additional $125 but received a check back for $741.57 along with a demand for payment stating I was behind in my payment. I returned the $741.57 check they sent me with their demand for payment and a letter explaining exactly what had happened and also my frustration and confusion with them returning part of one of my payment to me with a demand for payment. In response to this I received an electronic return to my checking account of the $125 I had sent to cover the extra on January's payment that I forgot to add and received another demand for payment stating I am two months behind in my payments. I have no idea what they are doing or why they are sending my money back to me and yet demanding payment but this is now having a very big negative effect on my credit reports as well as being extremely frustrating. If they would stop sending me all my payments back I would actually be $9.79 OVER what the payments should have been. They simply continue to send my money back to me along with letters threatening to take legal action on my "past due" account instead of accepting the payments.Desired Settlement: I would like them to stop sending me all my payments back and correct my credit reports because the only reason my payments are not up to date is because they keep sending my money back to me. This was a simple mistake forgetting to add a one time additional $119.57 to one monthly payment, this is NOT in any way me refusing to pay my mortgage! If they would have stopped sending my money back instead of crediting it to my account I would have over paid my account, not be behind.

Business

Response:

Good Evening,

PHHMC records indicate the consumers total mortgage payment is $852.61. On December 27th a short payment was received (difference -$4.36). The deficiency was satisfied on December 27, 2014 and reported to the credit bureau as current. The following January payment was received on February 7th, notwithstanding the delinquent payment; the account was reported as current for January. As per the consumers complaint the payment in the amount of $741.57 was received on March 4, 2014, at which time the account was due for February and March. The $741.57 was returned because it was unable to satisfy the debt for the February and March. The February payment was received on March 18th and was reported to the credit bureau as 30 days late. On March 20th & March 21st, partial payments totaling $852.61 were received which satisfied the March obligation.

As of March 27, 2014, the account is current and due for April 1st.

Respectfully

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

We can not seem to agree on my payment amounts made or dates made so I have included a statement from my bank on what dates PHH received what dollar amounts from my account and what date they returned the $125 payment so there is no room for any misunderstandings on payments made. I keep receiving statements all with different amounts due and additional charges added because of all this. $866.57 total was sent back to me between the partial payment return of $741.57 on 3/4/14 (I had paid $855) and the $125 payment that was returned on 3/17/14. I do not know why I am receiving all these added fees on my statements ($11.25 [redacted] Inspection Assessed) I have now received three statements for April's payment due with three different amounts due ($1734.49, $2587.10 $865.53) and three different fees amounts ($29.27, $9.01, $12.92)and none of the amounts due are the same as the $852.61 stated to the Revdex.com in the response. None of my payment dates and amounts match what is credited on my statements or what you state on your response from 2/7/14 on. I know what I SHOULD owe for April's payment however I can not seem to get a statement with that amount on it. I don't dare send the amount that actually should be due in fear it will again be returned to me if it is not the exact correct amount, yet I do not know where the different amounts on the three statements are coming from or what amount is now actually due or why since I have actually paid more than the minimums due. My payment statement from my bank should prove what payments were made and when they were received by PHH because there is no way I paid February payment on 3/25/14 as stated in your response. I have tried to log on to see up to date activity on my account since this mix up started in hopes it would make more since than my statements do but keep getting the message my account has been locked despite my requests to reset it. This whole thing is extremely frustrating and all due to one added amount on one payment for an escrow account I didn't want to have to begin with. I regret agreeing to accepting the mortgage with the requirement of an escrow account as it has been nothing but a headache to me. All I am requesting is that you posting my payments to my account at odd times other than when they were actually received does not cost me more in fees and that this does not have a negative effect on our credit reports.

Regards,

Business

Response:

In response to the consumer rebuttal that submitted payments have not been more than 30 days late and partial payments have been returned, PHH response follows. Additionally, I have included a transaction history for the account which demonstrates the accounts’ delinquencies. Please be advised that all payments are due on the 1st of the month and payments received after the 16th are subject to late fees. Further, PHH may return payments that are not sufficient to make the current payment.

The following is a narrative of the account status and payment applications at the time of the escrow analysis performed on November 18, 2013 through to the current date.

This analysis reflected an escrow shortage in the amount of $115.82. This was due with the payment of January 1, 2014 and the monthly mortgage payment increased from $841.63 to 852.61 based on the analysis. At this time, the loan was past due for the payment of November 1, 2013 in the amount of $841.63 and the late fee of $9.01 which was assessed on November 18, 2013. On December 4, 2013, a payment in the amount of $855.00 was applied for the November payment (841.63) and late charge ($9.01). The additional $4.36 was applied to principal.

The payment due December 1, 2013 was not received until December 27, 2013. A payment in the amount of $855.00 was applied for the December payment ($841.61) and the December late charge ($9.01). The additional $4.36 was applied to principal.

A payment in the amount of $855.00 was received on February 7, 2014. At that time, the mortgage was past due for the escrow account shortage of $115.82, the mortgage payment due for on January 1, 2014 in the amount of $852.62 and the late charge assessed on January 16, 2014 in the amount of $9.01. Please note that the funds, which were insufficient to satisfy the payment due January 1, 2014, were received more than 30 days past the due date. Because the payment was not sufficient to satisfy a monthly installment, the funds were placed into a suspense account. A short payment letter was sent stating $113.43 was due make a complete payment.

A payment of $855.00 was received on February 20, 2014. At that time, the mortgage was past due for the payments of the escrow shortage and for the monthly installments for January 1, 2014 and February 1, 2014. The funds received on February 20, 2014 were added to the existing suspense account funds for a total suspense balance of $1710.10. The past due payment due January 1, 2014 was paid from the suspense funds and the escrow shortage was satisfied. $741.57 remained in the suspense account, and the loan remained past due for the February 1, 2014 installment.

When the suspense remained insufficient to make the payment of February 1, 2014, the funds were returned to you on March 4, 2014. At that time, the mortgage was past due for the February 1, 2014 and March 1, 2014 installments.

A payment in the amount of $855.00 was received on March 18, 2014 and the $741.57 previously returned to you as insufficient to make a complete payment was received on March 20, 2014. These funds were placed into a suspense account for a total amount of $1,596.57. The past due payment for February 1, 2014 in the amount of $852.61 was taken from the suspense, leaving a balance of $743.96. An additional $125.00 was received and added to the suspense funds on March 25, 2014, for a total balance of $868.96. The past due payment of March 1, 2014 ($852.61) and $16.35 towards outstanding late fees was credited on March 25, 2014.

The payment due on April 1, 2014 was received and applied on April 24, 2014.

The loan is currently due for the May 1, 2014 installment.

Review: Mortgage - Loan Modification. Bait thrown was that they will modify so I should miss a few payments. But Did not respond for years to come, similar to other stories against PHH Mortgare, on Consumer Affairs and other websites.

They led me to believe they wanted to modify my loan but worsened the situation adding hundreds of dollars to interest.

Total fraudulent company.Desired Settlement: They should modify the loan as promised, take off late fee and penalty due to their own refusal of my payments. And contact me right away to rectify the situation.

There is a class action lawsuit being prepared against them by hundreds of customers they have defrauded such, and it will definitely bring their business down if they do not correct the situation for hundreds of people out there.

Business

Response:

Our records indicate that the consumer has submitted a new application that is in review and it was communicated that there has been a suspension of foreclosure activities for 60 days to allow the review. Please be advised that in order to be considered for loss mitigation options, borrowers must submit a current and complete application, including the required supporting financial documentation. Our records indicate several previous applications that were unable to be processed and declined due to failure to respond to our letters requesting missing or current application documentation.A trial plan was offered in June 2013, but not accepted. The terms of the plan, including the addition of past due interest for the payments due from August 1, 2009 to the June 1, 2013, were based on investor guidelines. PHHMC respectfully disagrees with the consumer suggestion that there was a recommendation to default on then loan to obtain a loan modification. It is not our policy to recommend the default of a mortgage.

Review: I went through a loan mod and a loan repayment price was given to me at or around $11,000.00. I was never late and was putting extra in the payment to pay the loan down. PHH was taking the extra money I was sending to pay late payments from the old loan that was modified. When I called they told me there was nothing I could do about it. Nowhere in the loan mod paperwork said I had to pay back late payments or pay back anything. I was given a loan price that I would have to pay back and nothing more. I have read and reread the Loan Mod paperwork that I had to get signed by a notary.Desired Settlement: I want my money back and it is over $700.00 and with what they charge me for the loan at 8% intrest

Business

Response:

PHH extends an apology for any inconvenience the issue may have caused the borrower. When the Loan Modification was completed the late fees should have been waived. However, any late fees paid prior to the Loan Modification are not included. The borrower paid the follow fees prior to the Loan Modification totaling $367.50:3/13/2006 $18.0510/26/2006 $108.3012/28/2006 $36.1012/29/2006 $5.008/29/2007 $6.429/21/2007 $65.789/21/2007 $92.072/11/2009 $35.78 After the Loan Modification was complete, $142.39 in fees was waived on 7/29/2013. PHH will reverse the late fees that were paid by the borrower, that should have been waived in the Loan Modification and apply it towards the principal balance.

Business

Response:

PHH extends an apology for any inconvenience the issue may have caused the borrower. Pursuant to the borrower's request an exception has been granted. The $195.72 has been reversed from the principal balance and mailed to the address on file via [redacted] next day air. The tracking number is [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.

Regards,

Review: Hello,My home mortgage has been serviced by Coldwell Banker in [redacted], NJ since August 2013. The customer service department has been horrible. My most recent complaint (03/16/15) is they tried charging me a late fee for not paying my March mortgage payment on time. I am enrolled in a flexible direct withdrawal plan twice a month. Coldwell Banker initiates the debit request from my bank account. In this case, since Coldwell forgot to debit my account timely, they tried to charge me a late fee. When I questioned the reason for the late fee, I was told that I didn't pay the mortgage and that I'm not enrolled in the flexible payment plan. This is not true.Since August 2013, Coldwell Banker didn't pay my real estate taxes on-time twice, tried to charge me late fees twice because they forgot to debit my bank account, and they continue to change my monthly payments. For example: every month in 2015 (January, February, and March) I have paid different mortgage payment amounts. In March 2015, my payment amount should have been $3,248.81 but Coldwell debited my bank account $3,681.19. When I asked them why they took out an additional $432.38 they couldn't give me a good response. They did say the extra payment will be applied to the principal. This hasn't happened yet.My real estate taxes are over $17,000 this year ($1,416.67 per month). However, according to Coldwell's website, they are reflecting my monthly city tax as $900.55 which will cause a shortfall every quarter. When I asked them where my extra $516.12 per month is going to they couldn't answer me.Another complaint I have is the reluctance to provide me with notifications when things change in my account. I'm set up to receive emails for my account but the emails I receive are sporadic.I'm very disappointed with how my home mortgage is being serviced. I have made numerous complaints directly to Coldwell in the last year but nothing has changed.Desired Settlement: I would appreciate it if the Revdex.com can look into Coldwell Banker's mortgage servicing department to verify the customer service reps are qualified to be there and to make sure my account details are correct going forward. I am bothered by the fact my monthly payments change and my bank account is being debited for more money than what is required.I am a very unhappy customer.

Business

Response:

[redacted] records indicate that on December 11, 2014, we reanalyzed your escrow account. At that time, it was determined that there was an escrow shortage of $724.88. Since the shortage amount was less than the monthly escrow payment it was added into the monthly payment as one-time payment. As such, the February 1, 2015 payment changed to $3,973.69 and once the shortage was paid; your monthly payment was lowered to $3,248.81 effective with the March 1, 2015 payment. Due to the escrow analysis being completed the payments changed twice over a three month period. On December 12, 2014, [redacted] placed the escrow statement on our website [redacted] as your loan is set-up to receive paperless documents. When the loan is set-up for the paperless statement option, [redacted] sends an email to the email address on file to advise that an escrow statement is now available for your review. On March 17, 2015, we received an initial telephone call from you in which you raised concerns regarding a late fee and the amount that was being drafted from your bank account. The late fee that was assessed to your account on March 16, 2015, was done in error. We have removed the late fee of $117.37. Please accept our sincerest apology for the inconvenience and frustration this has caused you. As for your concerns regarding the higher amount drafted for the February 1, 2015 payment, [redacted] will not update the draft if the 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. On March 18, 2015, during a telephone conversation with a customer service supervisor, you also raised concerns regarding the amount of funds that we were collecting monthly for your taxes. At that time, [redacted] reanalyzed your escrow account to reflect the correct tax amount. At this time, you can locate the escrow statement on [redacted].

Consumer

Response:

Review: [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,

Business

Response:

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.

Review: In brief, I had inadvertently paid short by approx. $9 for several months in late 2012. When I realized the error, I called PHH and made a make-up payment to more than cover the short-fall, plus one month late payment penalty.

From that point, PHH has as far as I can tell, and counter to what was agreed based on discussion with PHH representatives I spoke with ([redacted]), continued to charge late fees based on

misallocation of subsequent payments. I requested PHH provide me a written accounting of how funds have been allocated against my loan since November 2012 to present since I believe there are monies owed to me. I have requested this information twice (the second time to PHHs President), and to date have not received a response.Desired Settlement: A clear accounting of late charges and credits to my mortgage and appropriate refund of monies owed, including interest and penalty for lack of response.

Business

Response:

PHH apologizes if there was any difficulty obtaining a copy of the payment history document. A transaction history has been sent to the consumer.

All payments are due on the first of the month, with a 15 day grace period before the assessment of a late fee. The complete payment due November 1, 2012 was available and applied on November 30, 2012. The complete payment due on December 1, 2012 was available and applied on January 11, 2012. Both of these payments were delinquent and the late charges were valid.

There was an adjustment to additional funds in the amount of $2414.97 applied as a principal curtailment in February 2013. This reapplication did not result in any late fees being assessed.

Consumer

Response:

Review: [redacted]

First, thank you for your detailed response. It is greatly appreciated as I wasn't able to recieve any response to previous mailed letters to PHH since the loan was closed

However, I am rejecting this response because: I do not understand the specific timing of received and applied payments as quoted from your response below:

On February 1, 2013, the account was credited for $2,687.89, representing the January 2013 installment ($2,559.92) and the late fee assessed for December 2012 ($127.97).

Mr. [redacted] contacted customer service regarding his late fees. Subsequently the payment of $2,414.97 that was applied to principal and a late fee payment of $127.97 were reversed and applied to suspense. On February 27, 2013 a payment of $2,700 was received and applied to the funds in suspense. On February 4, 2013 a payment of $203.62 was received (Suspense total $5,444.56).

On March 1, 2013 the February installment ($2,559.92), a principal payment ($186.64), the March installment ($2,559.92) and additional principal payment ($140.08) were applied to your loan. The loan was then due for the April payment and a late fee.

A payoff statement was provided on March 4, 2014.v

Would you please provide a detailed table of payment received dates and payment appled dates for the period of October 2012 thru the closing of the loan?

Again, I very much appreciate your kind assistance.

Best regards,

Business

Response:

As by way of explanation, on August 2013 Mr. [redacted] sent PHHMC a loan payment in the amount of $2,551.43 which was short $8.00 as well as for September 2013 and the October’s 2013 payment and kept sending in smaller monthly payments for the next couple of months so PHHMC kept satisfying the previous month’s payment once the next month’s payment came in.

PHHMC records reflect that prior to the payoff; the principal payments in question were reversed and reapplied to satisfy the payoff of the loan.

Please see escrow refund check enclosed.

Thank you

Review: I recently purchased a new home. The day of the settlement my mortgage was sold to PHH Mortgage. My first payment is due on 1/1/14 however no instructions were sent to me on how to pay the mortgage. I received only a letter saying that I would have electronic billing. I have electronic billing for many items from many compnaies and the normal process is either to send a bill via email or communicate to the person on how to see and pay online. Neither of these things happened.

I was able to figure out how to get on the website and ultimately sign up for electronic debit. However the debit process can not start until 2/1/14. I tried to do an online one time payment and the website is inoperable. I need to send a chack and there is no place on the website that tells who to make the check out to.

I called cusotmer service to find out who to make the chack out to and the address to send it to several things happended: 1) they wanted to direct me to the online payment system which is not operating, 2) they did not know that the page that tells one where to send a check to did not tell one who to make the check out to, and 3) both the customer service agent and their manager became very definsive when I comunicated there isses that I encountered.Desired Settlement: I would like to find out the right place to lodge this complaint. My primary concern is that the there are three issues that make it diffuclt for one to pay their mortgage on time. At best the company is not competent and likley is charging late fees just because they make it so difficult to do the right thing. At worst they are intentional about the incompetence and are collecting fees because they are making it difficult. I would like to know the right governing body to report this to.

Business

Response:

PHH Mortgage Corporation (“PHHMC”) would like to extend an apology regarding the service received from one of our supervisors. PHHMC prides ourselves on our customer service regrets that this issue has occurred. Our leadership team will be addressing this issue with this supervisor regarding her response to your inquiry. At your closing, you opted for our e-delivery instead of a closing package being sent to you. When this occurs, the account is set-up through our paperless option. We then emailed a notification that a bill was available on [redacted] to the email address on file, [redacted] PHHMC also sends a letter advising that you were set-up on our paperless option. The website is located in the body of the letter. We have attached a copy of this letter dated November 13, 2013 for your review.At this time, your loan is current and due for the February 2014 payment in the amount of $1,251.70. You may make this payment online through [redacted] under our onetime payment option. If you have any pop-up blockers set-up, you may want to temporarily remove them from your settings.

Review: I have been with PHH mortgage services for 8 yrs now and had nothing but trouble with them. This time I know its my fault but they will not except any of my calls. I have been assigned 5 different case managers with their phone numbers and extensions and not one has returned my calls I was having some troubles and was unable to make my home owners taxes. So PHH went a head and paid it. THat was fine because it needed to be paid. I was told to wait for 15 days for a statement saying I needed to pay this and then I contacted them as told to redue loan to include the taxes. I received a coupon book increasing house payment from $272 to $479. I missed a payment because my new coupon book said payment due June 1st. So I didn't pay mays payment of $272 and waited for June I have called and tryed to made Junes payment but they refuse to accept a partial payment and they want the full about of $1300. (I barely make that a month on SSD). I really don't know what to do at this point. I fear I am going to lose my house. My house is worth about 70,000 and I owe about $36,000. So I have a lot to lose. Please Help MeDesired Settlement: Keep my home put the back moneys owed onto the end of my loan.

Business

Response:

The consumer was responsible for the payment of property taxes. When PHH was notified that delinquent property taxes were due for the installments of February 2013, July 2013 and February 2014 and the consumer failed to provide documentation that the taxes were paid, PHH paid the past due taxes in the amount of $1, 277.79 and established an escrow account on the loan on March 10, 2014. When the consumer notified PHH on March 24, 2014 that the disbursement made on her behalf could not be satisfied, a request was made to add the escrow account as part of the monthly mortgage payment. At this time, the account was past due for the mortgage payment installment of March 1 2014.

The escrow account was analyzed on April 11, 2014, with the payment change was effective with the payment installment of June 1, 2014. The payment due for March 2014 was received on April 3, 2014, however the account remained due for the installment of April 1, 2014. No further payments were submitted. A notice of default was sent to the consumer on May 9. 2014 when the loan was due for (2) mortgage payments. A notice of the amount to cure the default was sent to the consumer on May 16, 2014. Due to the default, payments less that the amounts to cure the default cannot accepted.

We appreciate the consumer’s concerns; however, PHH must receive a completed application package to evaluate a request for loss mitigation assistance.

Currently there is an application for retention assistance based on the submission of an incomplete application for loss mitigation assistance received on May 17, 2014. As such, a missing items letter was sent to the mailing address on file on May 20, 2014.

The consumer contacted PHH on June 2, 2014, at which time assistance was provided on completing the application. On June 3, 2014, the new case manager assigned to the case spoke with the customer about the application. As the application remained incomplete, a follow up outstanding items letter was sent on June 10, 2014. Further, the case manager left a telephone message for the consumer on this date and again on June 11, 2014. The consumer returned the case manager’s telephone call on June 11, 2014 and stated that the missing documentation would be mailed within 48 hours.

Once a full and complete application has been received, PHHMC will proceed to review the loan for loss mitigation options. The review may take up to 45 days from the time PHHMC receives the application. Once eligibility has been determined, PHHMC will contact the borrower with a decision.

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,

Review: I paid my loan off and have an escrow balance of $19,500.00. It was urgeant that I receieve my refund as there are repairs I need to make to my house in order for it to be declared Safe by License and inspections in [redacted] I begged them to expedite the return but they claimed that there was a mandatory 15 Business day hold on the fund that were mine. I begged that a check of that size not be sent via regular mail and even offered to pay for [redacted] or [redacted]. They treated me very poorly and told me I would have to wait. Finally on the 16 business day I was told that the funds were mailed out. I spoke with supervisor who I shared my desperate story with and she tells me they can absolutely expedite refunds to 10 days and even [redacted] the check, but that it was too late I would have had to make the request prior. I began to research and saw all the complaints against them and failure to refund escrows. It has been 4 business days and still no sign of the check in the mail, they even said it went out at noon. We live one state over. When I spoke with the post office they said if it left when they claim it did I would absolutely have it by the 4th business day. my property may can get demolished any day now and I will get stuck with a 10,000.00 bill thanks to this company's irresponsible actions. There was no need to hold my escrow 15 business days. On their website it claims on 10 to 14 business days. Every agent tells you something different. I am scared I am not going to get my refund and I am going to loose my property in the process!!Desired Settlement: I want my refund wire transferred to me ASAP. Or sent via [redacted] or [redacted] with a tracking number. How can they get away with holding on to almost 20,000.00!!!! that is not theirs?? they got their payment!

Consumer

Response:

PHH has resolved my complaint. I am satisfied with the outcome. Thanks!