PHH Mortgage Corporation

Review: I obtained a mortgage with [redacted] in 2007. My mortgage payments were being processed by the [redacted] (PHH Mortgage). I authorized automatic withdrawals every two weeks in the amount of $200.00. In December 2014, my loan was sold to another company called [redacted]. I did not receive notification of this process until [redacted] contacted me via phone informing me that the January payment was late. Once I determined this was legitimate, I contacted the Mortgage Service Center to inform them to stop the automatic withdrawals. I have contacted them several times, sent copies of my bank statement showing the withdrawals and spent many hours on the phone in an attempt to get them to stop. The last withdrawal was 2/13/15. Eventually I had to pay my Bank a $40 fee to have them stop the withdrawals. In addition, I have assessed fees with the current loan company [redacted] due to not paying. I cannot make the payments because the Mortgage Service Center is taking the money I use to pay my mortgage. When I call the customer service number, many representatives have told me it is impossible for this to happen since the loan was closed. While I have remained as calm as possible, the reps have disconnected the calls, transferred me several times to peers, or would refuse to put a manager on the phone. On February 3, 2015, I spoke to a manager who eventually gave me her email address so I could send my bank statements showing the withdrawals. She stated she would look into the matter. I still have not received a phone call or message back.

I did receive one check for $395.00 which I assume was the January withdrawals which also confirms what I am saying is accurate (although the customer service representatives strongly stick to the story that once the loan is closed the automatic withdrawals will stop).Desired Settlement: I am only requesting someone look into this matter and return the money which was taken so I can forward to the new mortgage company. It would be nice if they would pay the $40.00 I was charged by my bank to have them stop the withdrawals and the $30 in late fees charged by [redacted] for two months of late payments (January and February). They have completed automatic withdrawals on the following dates:

1/2/15

1/16/15

1/30/15

2/13/15

Business

Response:

Prior to your loan being transferred to [redacted], the account was set up with our vendor [redacted]. On January 5, 2015, PHH Mortgage Corporation (“PHHMC”) received an electronic payment in the amount of $395.00 which was returned to you directly. On February 5, 2015, PHHMC received a payment from [redacted] in the amount of $592.50. On February 12, 2015, we returned the payment back to [redacted]. The draft that occurred on February 13, 2013 is still with [redacted] and has not been forwarded to us. Please contact [redacted] to cancel the drafts and to receive a refund. Their phone number is ###-###-#### Ext. * and their normal office hours are 8:30 AM to 8:30 PM Eastern Time.

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: We have had a standard 30 year conventional mortgage since December 2004. The loan number is [redacted]. The original mortgage lender was HSBC USA NA located in Buffalo, NY. Since May 1, 2013, the loan has been handed over to the PHH Mortgage Corporation [redacted]. The loan has included a Private Mortgage Insurance (PMI) fee of $172.00 a month since the beginning of the loan all the way to the most current July 2013 payment. Regarding our desire to have the PMI portion ($172.00 monthly fee) removed from the loan, we were told by the lender, at the time of signing, that if we:

1 Made all payments in full and on time (No delinquency)

2 Reduce the Loan to Value ratio of the loan below 80.00% (Typically this is the loan amount divided by the original value of the property)

then we could ask for and have the PMI removed. Since the beginning of our loan, we have made every payment on time and in full, often making extra principal reduction. Our LTV (according to the lender's own website) is currently at 74.700% , well below the 80% requirement spelled out in the loan contract.

Since we have met the above requirements and made a formal request in writing to have the PMI removed, we should have received a letter indicating PMI would be in fact removed, but instead we received an email stating a letter describing the PMI removal procedures would be sent in the next 10-14 days. We have made this same exact PMI removal request before (when the loan was serviced by HSBC) and got the same type of response, but never an actual letter in the mail. We were also told the letter forthcoming in the next 10-14 days is not a statement of PMI removal, but rather a repeat statement of the conditions for PMI removal. This would stall the procedure of having the PMI removed and force yet another PMI fee of $172 for the upcoming August 2013 payment.Desired Settlement: We would like to have the PMI removed prior to our next August 2013 loan payment. We would like a decision to be made, not another letter describing the PMI removal procedures. If the lender just sits on this over the next few weeks, that most likely won't happen and they would be in essence taking another $172.00 from us personally. We have heard in the news lately that this type of delay tactic is typical and is a way a lender can increase their quarterly bottom line. We have no recourse but to rely on an organization like the Revdex.com to intervene on our behalf.

Business

Response:

PHH extends an apology for any inconvenience the issue may have caused the borrower. The PMI Department was not made aware that the borrower was requesting PMI removal requirements. The request was placed on 07/02/13. This is the reason the borrower has not received the removal requirements. The PMI has been removed and the last premium paid was 06/18/2013 which covered the premium due for 05/2013 (since PMI is paid one month behind) the June premium has been applied to the borrower's escrow. The “Congratulations letter” will be mailed out 07/05/2013.

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.]

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

Thank you,

[redacted]l

Review: The company mislead me and gave me false information about a product. This is also [redacted] Home Loans by the way. I was told as long as I purchased an appraisal for my property they would give me 65% of the amount in a loan. Several people told me this and it was sent to me in writing in the loan package. I ordered the appraisal and right before closing they changed their minds and didn't use the appraisal they had me pay for and instead used the purchase price of the property. I made sure to clairify all facts up front and in the end they didn't deliver the product. They need to refund the appraisal fee they ordered. They never used the appraisal like they promised they would. They changed the rules.Desired Settlement: Reimburse $500

Review: My husband and I decided to refinance our mortgage with another company. We were told we would have our escrow check within 30 days. It has now been 50 DAYS and we still don't have our check. I have called the help line twice and they have been unhelpful. They informed me my check was mailed out on the 11th of this month. This was 19 days ago! They are also unable to tell me when my check will arrive and/or if they have a tracking number on it. They said they can cancel the original check and send me a new one, but it will take another 7-10 business days to get to me. Unacceptable.Desired Settlement: I would like my check immediately (i.e. overnighted) or directly deposited to my bank account.

Business

Response:

Dear Mrs. [redacted],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, 2015. However there was an escrow overage check in the amount of $2,750.45 that was released on March 11, 2015. The check was mailed to the address on file.On March 20, 2015 servicing records reflect that you called our customer service department regarding the check status. Records also reflect that you called to advise that the check was not received. You were advised to call back on March 27, 2015 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 electronically. The supervisor offered to stop and reissue the check and sent it overnight mail.Servicing records reflect that you called on April 2, 2015 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 $2,750.45 was sent via [redacted] on April 3, 2015 next day mail. On the same day, you spoke to a PHHMC Supervisor who provided you with the [redacted] tracking number and advised that the check would be delivered by April 6, 2015. On April 6, 2015 at 9:56 AM, servicing records reflect that your check was delivered to you to the address on file.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,

Review: I recently paid off my mortgage loan with PHH Mortgage and they charged a $100 fee (a new fee charged in May 2014). They claimed it was an "assessment and valuation" charge of $100 back in Sept. 2009 that remained on my account, but to the best of my knowledge, I was never made aware of this fee/charge. It supposedly was associated with a loan restructuring I applied for back in 2009 but I withdrew my application and as such, should have never been charged the fee. During the application process, the fee was not communicated via phone, email, or on any materials associated with the loan restructuring.Desired Settlement: Refund of the $100 charged within 30 days of this Revdex.com complaint.

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.

Hello - I received a verbal notice from PHH soon after submitting this Revdex.com complaint that I would receive a $100 refund from them.

Regards,

Business

Response:

The contested charge was a cost incurred by PHH .As a gesture of goodwill, PHH has refunded $100.00 to the consumer. The check was mailed on June 4, 2014 to the mailing address on file.

Our last mortgage servicing company sold our loan to PHH Mortgage. We received nothing from PHH Mortgage for 90 days after we were notified by the last serving company. We intentionally sent an extra payment to our prior servicing company and then sent a payment to PHH Motrgage at the same time, 90 days before receiving our first bill from them. We send our payment early mainly because as soon as they process our payment, they send a new billing statement the same day. We receive two bills each month, on November 1st PHH Mortgage determined we had missed our November 1st payment and began calling everyday several times a day, but did not leave a message when the phone went to voicemail. When we do respond to a telephone call from an unknown toll free number and discovered it was PHH Mortgage we were told we missed our payment for November even though their own records indicate they processed a payment for November on 16 October 2015. The customer service representative, [redacted] who spoke with us on 18 November 2015 indicated that she found the error and flagged it. She did not correct the error, she indicated that she needed to speak with a supervisor about fixing the error and that we would be contacted on 19 November 2015 when the error has been corrected. We have taken great care to ensure we are a month ahead in payments due to the negative reputation PHH Mortgage has had with other customers concerning accounting errors which resulted in changes in original mortgage agreements and foreclosure of property.

Review: PHH Mortgage has been charging a monthly $31.95 "[redacted] Insurance" charge for months after having been contacted 5 times, requesting they cancel this optional insurance.

Every time, they transfer the customer to the "Insurance department" - which is always a voicemail.

I've been promised to have supervisors call back within 24 hours - this hasn't happened.Desired Settlement: Cancel the [redacted] Insurance" effective immediately

Business

Response:

Thank you for allowing us to address the concerns you have raised regarding the optional insurance associated with your mortgage loan with PHH Mortgage Corporation. Upon review, we have confirmed that you were contacted by our Servicing Department on July 23, 2014 and have acknowledged your request to cancel the optional insurance.

Subsequently, soon you will receive a new billing statement which will reflect your new monthly mortgage payment amount. We apologize for the delay associated with your request to cancel the optional assurance and apologize for any frustration you experienced as a result of this matter.

Review: I entered into this agreement with the hope of refinancing my home. I was trying to take advantage of the Harp loan that I had heard about. I was under the impression that I did not need to have my house appraised to refinance. However my house was appraised an when I contacted PHH Mortgage Corp. to find out what my house came in at they told me it was $205,000.00 So I asked if I could roll in my second mortgage so I could consolidate my loans. I was told yes and even talked with a woman who was in charge of the loan process and she even verified that the loans were able to be combined. So everything up to that point was fine. I was told that I would close on March 11, 2013. However a couple of weeks before closing they call me and tell me that I can't consolidate my loans. So they then started requesting more information and making me contact my lender for more information that I was under the impression that they were doing that. On many occasion I tried to contact my loan processor [redacted] to talk with her and I never received a call back. It was always by e-mail and I always ended up talking to a team member that were confused on the issue and could only give her the message. Si I feel like they intensionally delayed to make me pass by the closing date. Then when I checked my bank account today I found that $454.70 had been withdrawn from my account. I was never notified about the withdraw from them and now have been placed in a financial hard ship trying to pay my mortgage. I was also charged a $50.00 charge for an overdraft. I am very upset that I was lied to and mislead through this entire process. I feel that I should not have to pay the fee charged because the information that was supplied to me through the process was not accurate so I feel like I the one cheated.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to have $494.70 refunded to my account. I was mislead and also received false information about the value of my house and delayed past my deadline of March 11, 2013. Also received a letter that said that my credit score was 595 and they couldn't help me and closed my file. I then found out by another lender that I am now working with, said that my credit score was 659 and he said that all I needed was a 640 to qualify. So I couldn't understand where

Business

Response:

Research of concern has been undertaken. A response will be provided to the applicant in response to the concerns as soon as full review has been completed. We appreciate the client’s feedback and opportunity to respond.

Review: After years of trying, lawyers, paperwork that seemed to never end, I finally was approved for a loan mod through [redacted] during the final stages of my mod, PHH took over servicing my loan. I refused to communicate with or pay 1 dime to phh until my loan mod was finalized with [redacted]. I received and signed the final loan mod paperwork. Now PHH told me they needed to rewrite the mod using their documents, not a problem, no more info was needed from me because they were going to "mirror" [redacted] mod, they did not require tax, bank, employment, or any other documents because, again, [redacted] already approved me. Now I receive the loan mod packet from PHH and needed to simply find a notary, sign, then return. No problem...I did as they requested and started to make my payments. Next month I receive my monthly statement and notice a balance of approx. 70k differed? I call phh to inquire about this amount. My mod with [redacted] stated that amount would be forgiven! I was told that was just an error in terminology and would be easily changed. Well, after a month or 2 the amount never disappeared from my statement, I called and called only to be reassured this was an error on their part and would take a little longer to see the change on my statement. Now I receive a notice that [redacted] would be my new loan servicing co. and they would be making the change on my loan. After many more phone calls, [redacted] tells me phh needed to repair this error. Well here we are today, [redacted] says they forgave the 70k$, and PHH says I signed a document with them and that's it! IM BEAT! This is unacceptable. I now owe more then my home is worth. [redacted] gave me a acceptable mod, phh screwed it up and walked away with $70k for nothing. I am not a lawyer, I did not know that I was agreeing to ADD 70k that [redacted] just removed from my loan a month earlier. If I was still with [redacted] none of this would've ever happened.Desired Settlement: I would like the unjustified amount that was added to my loan removed. How can phh not see this mistake was made during the short time they serviced my loan. Its really simple. HELP

Business

Response:

Good Afternoon,Per the loan modification we sent you on November 26, 2014, it states that your new principal balance was This amount matches the new principal balance that [redacted] offered you prior to the service transfer. Enclosed is a copy of both loan modifications. However, since your loan is closed with PHH Mortgage Corporation and you now have a new servicer, you should contact your servicer. We did advise them that we approved your loan for the modification and the agreed upon terms.Thank you very much PHH Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The reason for my complaint is because of the monies / fees forgiven by [redacted]. Please review the 2 modification agreements. My question is simple. Why did PHH add approx $70k to my loan during the short period they serviced it? I have made an effort to work this out with my current servicer, they are not able to assist me. They have informed me to direct my concerns to the company whom made the error. PHH Why did Phh tack on a defered balance to my loan?

Regards,

Business

Response:

Response:

PHH Mortgage Corporation (“PHHMC”) acquired your loan on August 9, 2013. When acquired, the loan reflected a principal balance of and reflected a due date of November 2009.

Based on your prior modification approved by your prior lender/servicer, PHHMC worked to provide you a modification with terms and a payment similar to what you were offered prior to the servicing transfer.

When PHHMC performed the calculations for the modification, your loan was forty-nine (49) months delinquent. At that time, your loan was due for in delinquent interest.

In order to offer you the same unpaid principal balance (“UPB”) provided by [redacted]’s Modification, PHHMC had to capitalize the following:

This would bring the Principal balance to:

As PHHMC is not delegated to forgive funds, the amount of [redacted] was deferred, making your UPB $[redacted]. PHHMC would only calculate interest on the unpaid principal balance of [redacted] and not deferred amount.

The deferment is not a forgiveness of debt; however, it does reduce the principal balance in which interest is paid on. This amount would be payable (referenced in the loan modification documents) when you sell or transfer an interest in the property or pay the balance in full or at maturity.

Please note, as the loan transferred to PHHMC in a delinquent state, the interest continued to accrue until the modification was calculated. This is a result of you not making payments to PHHMC at that time.

As there was more interest due, PHHMC deferred more of the principal balance to provide the same UPB as the [redacted] approved modification.

I have enclosed the signed loan modification for your records.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Phh took over servicing my loan on august 9 2013, the modification was signed on august 6 2013, my mod with [redacted] was competed and finalized, the amount of my loan was [redacted] Everything changed when phh took over. It would appear your paperwork is incorrect. I just got off the phone with [redacted] they confirm everything I have been telling you. They DID NOT send my loan to you with past due interest or fees of any kind. So now I have [redacted] telling me they transferred the loan to phh in the amount of [redacted], and phh tacking on imaginary interest. Its all right here in black and white. This has become a huge mess!

Regards,

Business

Response:

[redacted]Response: PHH Mortgage Corporation has returned to [redacted] bank to request the entire copy of the signed Loan Modification you completed with them. I will contact you with any additional information and a response within 10 business days. In the interim, if you have any questions, please contact me at [redacted]Monday through Friday from 8:30 AM to 5:00 PM. Respectfully, Betsy A[redacted]Liaison, Office of the PresidentPHH Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because: A copy of both modifications was attached in your previous communications? This is part of the reason for my frustration. It is painfully obvious that my loan was not transferred to PHH with ANY deferred amount. People make mistakes, especially when you have so may involved as in this case. Lets fix this error and move on. Thanks

Regards,

Review: Coldwell Banker Mortgage processed an over the phone payment from an account from which it was not authorized. I did not even provide the account number they used on the day of the call. They had stored an account number without my permission. I did not know they had an account number. I provided the account number on September 25 that they were authorized to take a payment. They instead used a different account number without approval.Desired Settlement: I do not think the company should be able to store my banking information without my knowledge and approval.

Business

Response:

On September 25, 2014, PHHMC servicing records reflect that the borrower called in and spoke to a Collection representative regarding processing a loan payment. However due to a processing oversight the representative confirmed the last four numbers of the checking account number that Mrs. [redacted] was going to use however did not change the existing information on file.

As a result, please note that based upon the previous checking account information that was processed, (which was utilized for this transaction) the check did not clear. PHHMC will automatically submit the check a second time and Mrs. [redacted] will likely be charged another NSF fee if the funds are still not available. PHHMC will reimburse Mrs.[redacted] if charged the second time for NSF fee (PHH will need a copy of the bank statement) and will also waive the current late charges $61.24 as compensation for her frustration. However if the check does not clear Mrs.[redacted] will need to replace the September payment.

Please accept my sincere apologies for the frustration you experienced.

Business

Response:

PHHMC servicing records reflect your mortgage loan payment in the amount $ 601.06 due for September 1, 2014 posted to your account on September 25, 2014. PHHMC has waived the fee of $61.24 that appeared on your account as previously agreed. This fee was waived effective October 7, 2014.

We apologize for any frustration and inconvenience that this matter has caused.

Thank you

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The complaint has not completely been resolved. Has the company removed all my banking information from there system? I have not received any answer from the company or the Revdex.com to this very important question.

Review: I am a victim of mortgage fraud in the sale to me in 2006 of a property that I have since been harassed so savagely and criminally with the blessings of a local village government in Round Lake Beach IL whose relationships and former members have a long history of public corruption convictions. Convictions for real estate and mortgage fraud in that area were also significant post 2008. This one was blocked from court procedure by the harassment and willful endangerment of the victim, who no longer able to pay and with serious health problems I didn't have when I moved there in 2006, found a good job back in Chicago and moved back to very nearly the same neighborhood I owned an old townhouse in, in 2006. The property is grossly under water, as property in both areas are. As such, the property was listed for short sale at the instruction of PHH, and went under sales contract in roughly 30 days, as of March 18 2013. I became unable to make both payments for my rent and the mortgage while under contract due to further harassment on a level like the above, and continue to be by PHH which has drastically cut my income and eliminated the use of time to operate my business or anything else, which continues to be the case. PHH has refused to permit other than payments in full for the duration, and then told me not to worry about it writing from a [redacted] in its President's office who appeared after I filed about the robocalling, and cut off account servicing other than for collections, which is a practice that keeps resuming just without the robocalling. PHH has now inflicted an enormous external disruption filing against my credit report to force collections and terminating all account services as of when counteroffer was provided as requested, which appears to be a malicious fraud involved with the sale procedure that PHH is trying to block as they are even paying anything.Desired Settlement: I want PHH to restore the account services and restore listing the account as paid as agreed to all 3 credit bureaus. They have coerced the use of reserves for living through this and made a payment in full, given the clear impression that PHH is playing an illegal game of stalling payments or teh short sale, similar to the Bank of America case about identical conduct with the loan modification program. The stalling for time has to do with getting away with it regarding the mortgage payment due July 1 of 2013, which PHH caused to be impossible to enter online this weekend, and had to be initiated elsewhere. The harassment with the refusal to provide information on the part of PHH is also an illegal collections practice, as is the harassment with [redacted] and its President's office being the only account services they provide since they were caught also harassing keeping the property insured after I moved. I am nearing age 60, and IRA funds also appear to be an illegal issue.

Business

Response:

In order to be considered for loss mitigation options, borrowers must submit a complete application. On April 10, 2013, PHHMC received your request for loss mitigation assistance. On April 12, 2013, PHHMC determined that the application was incomplete, and sent you a letter requesting the necessary documentation required to proceed with the review. A copy of the missing items letter is enclosed for your review.

A property valuation was requested on April 16, 2013. As a brief summary of the short sale review process, it must be noted that all property valuation requests for your loan’s investor, Fannie Mae, are ordered and reviewed by Fannie Mae. It can take up to thirty (30) days or more to complete the valuation process. Upon completion of the valuation, Fannie Mae provides PHHMC with the value of the property along with the minimum net proceeds required from the sale of the property. Fannie Mae may also suggest the amount that the property should be listed for sale, based on their valuation. Upon PHHMC’s receipt of Fannie Mae’s information regarding the valuation, if the offer proposed by the seller does not meet Fannie Mae’s minimum requirements, PHHMC will make a counter offer.

On April 24, 2013, PHHMC determined that the additional information needed to complete the application package had been received, at which time a financial review was performed. The financial review showed your gross income at $49.65 and the net income at negative $3.47.

On May 16, 2013, PHHMC received an e-mail from you citing the Fair Debt Act and requesting that PHHMC cease all communications with you. You stated in the e-mail that since you were going through a short sale, PHHMC should not and cannot contact you. PHHMC was also advised that you wanted to be considered for the HAFA because that program offered a relocation incentive and a deficiency waiver. You and your authorized third party, [redacted] of the law firm of [redacted] were advised on May 17, 2013 via e-mail that the HAFA program had been discontinued as of December 31, 2012. You were further advised that you would not qualify for the relocation incentive because the subject property was a second home and was not your primary residence.

On June 5, 2013, [redacted] e-mailed PHHMC regarding the status of the short sale and to advise that she had not received a response from you regarding whether you were willing to move forward with the short sale without the incentive. On June 7, 2013 a counter offer was presented to [redacted] at $38,000.00. As of the date of this letter, PHHMC has not received a response to the counter offer. Based on the review of PHHMC records relating to your request, no evidence was found to support your contention that your request has been unreasonably delayed.

PHHMC solicited a Fannie Mae Streamline Modification Trial Plan to you on June 15, 2013. The trial plan offer was based on meeting Fannie Mae’s criteria and did not require a traditional application or financial review.

The terms of the trial plan require you to make three (3) monthly payments in the amount of $699.97 on July 1, 2013, August 1, 2013 and September 1, 2013. Your acceptance of the offer is indicated by making the aforementioned trial payments timely. Upon successful completion of the trial plan, your loan will be permanently modified in accordance with the terms of the modification agreement. A copy of the trial plan offer has been enclosed for your review. Should you wish to accept this offer and remain in your home and no longer pursue a short sale, please contact your case manager [redacted] by telephone at ###-###-####, ext. 80937 or via e-mail at [redacted]

It should be noted that it is highly unusual for more than one foreclosure alternative to be considered at the same time; however, you have been reviewed and approved for a streamline modification as well as a repayment plan while going through the short sale review process. If you do not wish to move forward with the liquidation workout (short sale) and would like to pursue the modification and/or repayment plan, please clarify in writing as to the type of workout you prefer. Although the reviews were conducted simultaneously, you cannot accept both a liquidation and retention workout at the same time.

While PHHMC does have an offshore call center, PHHMC has no record of you speaking with one of our offshore agents. The only instance on record of communication handled by an offshore agent is a conversation your husband had April 5, 2013 during which he asked to speak with and was transferred to our insurance department. On April 11, 2013 a letter was received requesting to cease telephone communication with you. Your account was noted and all telephone calls have stopped.

Consumer

Response:

Review:[redacted]

I am rejecting this response because:

The credit bureau account listing needs to be restored to paid as agreed status until the final close, scheduled for next week.

I am being viciously harassed as a result of the account not stating paid as agreed status.

Per the attached, PHH told me to ignore the whole thing, which created a paid as agreed status instead of the interim workout for some at least partial payment while the sale was pending.

I made payments including one recently, to keep the property from going into foreclosure while the sale was pending, which have caused having to finance other payments.

As per the attached, I don't owe PHH or the investor anything because they have granted a full waiver of the deficiency based on the complete and truthful disclosure of the facts that forced me into selling the property short, as the only way a property that far underwater from the real estate crash, along with a complete statement of all assets, sources of cash and income, and inflicted indebtedness which was scheduled for payment as I have settled the mortgage on the house.

While the account cannot be listed as settled until the close is finalized, it is paid as agreed and PHH needs to represent that status truthfully.

This is not about getting credit cards. It has effected my business and my resources drastically with the number of people who have highly repetitively demanded resources and disruption who were not owed any money.

PHH does not have the right to misrepresent the account status, and they continue to.

They also have forced me through enough harassment about getting information only through 3rd parties that the large number of hours this keeps taking up are also endangering the victims who are not trying to go shopping with our credit ratings the way most people don't.

Regards,

Business

Response:

PHH extends an apology for any inconvenience the issue may have caused the borrower. Our Credit Department has fully reviewed the events of the loan and verified that the loan is 90 days delinquent. The loan is due for the April 2013 payment. Pursuant to the Fair Credit Reporting Act, PHH must report delinquent account histories accurately to the credit agencies. PHH does not have any documentation that states we would block the borrower’s credit while waiting for her paperwork and or the approval of the Short Sale; as this does not fall in line with PHH company policy. The Short Sale will be reported once there is a Final HUD.

Review: In July 2014, I received a letter that advised my escrow would be short $141.75. Therefore, I sent a payment of $1,404.83 on 8/10/14, which is my August monthly payment of $1263.08 + the escrow shortage of $ 141.75 = $1404.83. Apparently, I was not suppose to send $141.75 until September 2014. However, I wanted to pay it right away. What I didn't know is that I would be hassled by your collection agency from [redacted] and no one is able to understand that I already made the payment. Can someone from PHH Mortgage look into my account and fix this problem? I'm tired of the constant phone calls and letters stating that I need to make a payment that I've already paid, and that I need credit counseling because I'm delinquent in paying.Desired Settlement: I would appreciate a letter from PHH Mortgage stating that this has been resolved along with a phone call.

Business

Response:

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

Review: Hello,

In July I spoke with a representative who suggest I complete the paperwork for a loan modification to assist me with getting my mortgage payments current. After that contact I received the package of paper work in the mail, completed the paper work and sent it back to PHH. About a week or so later, I received a notice that the paper work was incomplete and I need to submit additional documentation. Upon completing the information I received a call from [redacted] stating she would be handling my modification. She emailed me the paper work (again) and again I resubmitted all the paper work that was previously submitted. I would call to follow up regarding the paperwork and it would be days, weeks, before I would get a response. Here I am thinking because I haven't heard anything all my paper work must be complete (wrong). I went back and fourth with [redacted] for weeks, I was told that printing my bank statement off of the internet was not allowed, that I needed to allow my bank to send my statement and then fax the statement to her. We went back and fourth and then on 09/06/13 I receive an email from Ms [redacted] stating that if my bank statements weren't received I would be receiving a final incomplete notice , if my bank statement weren't received on 09/09/13. I had been trying to follow up with Ms [redacted] for days prior to getting this email, just to ensure that everything was going accordingly. How could I get a notice of incomplete when I sent weeks trying to maintain contact with Ms [redacted] regarding this issue. On our last conversation she stated it would take 30 days for the modification process so if I don't hear from her allow the 30 days. To my surprise after weeks of no contact, Ms [redacted] contacts me to tell me I have a weekend to get my bank statement in. I explained again to Ms [redacted] that I had to download the info from the internet because I had signed up for online statements and the statements hadn't yet generated.Desired Settlement: I feel as if I did everything I was suppose to do. I attempted to maintain contact with [redacted] every step of the modification processes, however trying to get an update had the same chance of winning the lottery. I had to send multiple emails before I would even get a response. I did my part and I should not be denied a loan modification due to the lack of communication with [redacted].

Business

Response:

Please see attached Response LetterYour correspondence to the Revdex.com (“Revdex.com”) has been received in the Office of the

President. [redacted] recently transferred the servicing of your loan to PHH Mortgage Corporation

(“PHHMC”). I appreciate the opportunity to respond to your concerns regarding the difficulties in

obtaining a loan modification.

On July 30, 2013, [redacted] received financial documentation for a review of all retention options. On

August 8, 2013, you contacted our office for a status on the loan modification package. A customer

service representative informed you that we did not receive a complete workout package. The enclosed

letter dated August 19, 2013 was mailed to you explaining the necessary documents needed to review

your application for assistance.

[redacted] records reflect your case manager assigned as your single point of contact (“SPOC”), is

[redacted]. Ms. [redacted] issued responses through phone call and emails on August 19, 2013, August

20, 2013, August 23, 2013, September 5, 2013, September 9, 2013, and September 10, 2013. All of these

responses outlined the documentation needed to continue the loan modification review.

On September 9, 2013, our Staging Department deemed that we had a complete application for assistance

and it is currently being reviewed for all retention options. You will be notified by mail and via phone by

your case manager of the determined outcome.

[redacted] regrets any inconvenience or frustration you may have experienced with regard to this matter.

Should you have any additional questions or concerns regarding your loss mitigation request, you may

contact the case manager assigned as your single point of contact, [redacted], at [redacted]

ext.[redacted]

Review: received a copy of a credit report and the comany has reported a late charge on [redacted] It was not late. The lst payment I made was a partical payment waiting for the closing from the home being sold. I should not not have this on my reports. I am working to get it cleaned up and certainly do not need this. I would liek this to show closed with not negitive reports on the credit reports and would like a copy of the corrected report. In the ten years I had one late whice was removed. This is only a timing issue with the sale of the home.Desired Settlement: Would like this the be reported as clear on the credit reports. Customers who are in the process of selling should not be penalized for

waiting on closing.

Business

Response:

PHH extends an apology for any inconvenience the issue may have caused the borrower. Our Credit Department has reviewed the borrower’s loan and verified the loan was due for the March 1, 2013 payment for $625.99.

The borrower made a partial payment of $312.99 on March 6, 2013, leaving a balance of $313.00. The borrower was contacted on April 10, 2013. The borrower stated she would be paying off the loan by April 12, 2013. The Payoff was received on April 12, 2013, still owing for March, which made the borrower 30 days delinquent at the time of the payoff.

Pursuant to the [redacted], we must report delinquent account history to the credit agencies.

Business

Response:

PHH extends an apology for any inconvenience the issue may have caused the borrower. Our Credit Department has reviewed the borrower’s loan again and verified the loan was due for the March 1, 2013 payment in the amount of $625.99.

The borrower made a partial payment of $312.99 on March 6, 2013, leaving a balance of $313.00. The borrower was called multiple times before April 10, 2013 when the loan was reported 30 days. The borrower stated on April 10, 2013 she would be paying off by the April 12, 2013 and to stop the collection calls. The Payoff was received on April 12, 2013, still owing for March, which made the borrower 30 days delinquent at the time of the payoff.

Pursuant to the [redacted] we must report delinquent account history to the credit agencies.

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 have been trying to access my mortgage data for several days and have not received proper support. I keep getting locked out of the website despite a telephone call to correct the problemDesired Settlement: PHH should provide reasonable access to customers including proper telephone support that actually fixes a problem.

The site is misleading in that it leads one to enter new passwords when in fact NO password will work for proper loging.

In addition their on line service in providing mortgage statements is substandard in that the statement does NOT include the address of the property subject to the mortgage. Most banks and other financial institutions requesting a mortgage statement will NOT accept statement that does not clearly identify the property in question.

Business

Response:

PHH extends an apology for any inconvenience the issue may have caused the borrower. On July 22, 2013, the borrower contacted PHH Mortgage Service Center to advise that he was having difficulties accessing his [redacted] mortgage loan via our [redacted] website. Upon our customer service representative assisting with this request, PHH provided a temporary password and security code. During that call, the borrower had also expressed concerns over our monthly billing statements. The borrower advised that our monthly billing statements only provided the mailing address as opposed to his property address which was causing issues with a new creditor. Our customer service representative failed to order a Verification of Mortgage (although mentioned) and advised that we would charge him a fee in the amount of $15.00 for this document to which you declined. PHH Mortgage Service Center has since ordered a Verification of Mortgage at no charge to assist with his attempt to secure future credit as we do not place the property address on our monthly billing statements.The following day, July 23, 2013, contact was made and the borrower was transferred to our Web Support team to resolve the issues surrounding access to our [redacted] website. If the borrower still experiencing issues, please contact [redacted] at extension [redacted]

This company keeps calling me telling me that my mortgage payments are past due, which they are not. They have also sent me letters telling me that it is past due. My mortgage is not with this company. They asked for my SS# when I tried to call them. When I called back and asked who this company was that kept calling me, they said they would put me on the do not call list - I kept pressing - they hung up. The letters and phone calls tell me where to make a payment and it is not to my mortgage company.

Review: PHH mortgage has been using very unethical practices resolving loan refinancing issues on my V.A. loan. They have been giving me the "runaround" processing my loan papers. This process has taken over 18 months and my credit has been affected a lot due to their process. I've miss on many government help opportunities due to their service. They constantly loose the papers sent to them. They constantly make me re-send the same information over and over with no movement forward.Desired Settlement: finish the job and help an active duty veteran that never missed a payment even with the hardships of being overseas serving our country for over 4yrs. This company hides under the umbrella of being a pro Military company financing loans for USAA Bank and they are abusing our military members, I have accumulated so much debt because of them than I can't even afford refinancing right now. I need to immediately short sale this home.

Business

Response:

PHH would be happy to review the request for loss mitigation or liquidation options; however, a current, complete application is required.PHH received your initial request for loss mitigation assistance on June 10, 2013 in the form of a short sale. As the application was incomplete, letters requesting the missing documentation were sent on June 11, 2013 and July 22, 2013. The letters informed you that should PHH not receive the outstanding documents by August 6, 2013 the loan would be removed from review. The application remained incomplete and was declined on August 8, 2013. On September 16, 2016 PHH received a subsequent incomplete application on September 17, 2013; missing items letters were sent on September 18, 2013 and October 16, 2013. The letters informed you that should PHH not receive the outstanding documents by October 31, 2013 the loan would be removed from review. As the documents were not submitted, the loan was removed from review.On January 15, 2014 a new application was received. The documentation to complete the application was requested in our letters of January 16, 2014, February 10, 2014 and February 17, 2014. The application remained incomplete and was declined on March 4, 2014.The most recent application was received on April 28, 2014. As the application was incomplete, missing items letters sent April 30,2014, May 9, 2014 and June 2,2014. The incomplete application was declined on June 17, 2014.The documents required and requested in the missing items letters were not received for the most recent application are:

Review: I formally declare that PHH Corporation has failed to respond to several documented attempts to settle an alleged debt:1.On July 17, 2013 I contacted PHH Corporation via [redacted] asking for verification of an alleged debt and gave them fifteen (15) days to respond to said request.2.On August 12, 2013 a follow up letter was sent to PHH Corporation, via [redacted] giving PHH Corporation three (3) days to respond plus three (3) days for mailing. 3.On September 5, 2013 I contacted PHH Corporation, via [redacted] stating that no timely settlement or response by legal definition has been made by PHH Corporation and that it is assumed that no such debt legally exists. An Initial Demand for Settlement was requested.4.On September 14, 2013 I contacted PHH Corporation via [redacted] with a Second Demand for Settlement. 5.On September 24, 2013 I contacted PHH Corporation via [redacted] with a Final Demand for Settlement. As of this date, November 29, 2013, I have not received a timely response and answer by legal definition to our documents from PHH Corporation or any other agents. No attempt to settle has been made by PHH Corporation and they continue to harass and intimidate by fraudulent means.Desired Settlement: I demand that PHH Corporation respond to my requests to settle this alleged debt by providing proof that a legal contract exists and that it is not fraudulent. Otherwise, I demand that PHH Corporation cease and desist from further harassment and violation of the [redacted]

Business

Response:

Please be aware that there is a proliferation of debt elimination schemes asserting jurisdiction of a non-existent [redacted] These schemes are not legitimate, and presenting such a scheme to a creditor in an attempt to eliminate debt constitutes fraud. You may also refer to an unsealed indictment of a gentleman who attempted to use the same scheme. See [redacted] To the extent that you paid for the purported claim documentation you sent to PHHMC, you may have a complaint against the party or parties who supplied you with and/or prepared the documentation. Should you wish to file a report with the Federal Bureau of Investigation (“FBI”) you may do so online at: [redacted] If you do not accept the fact that the purported claim is an illegitimate and fraudulent scheme, please be aware that we may avail ourselves of certain remedies, including acceleration of your debt. Although we have not yet accelerated your debt, we reserve the right to do so should you persist in your pursuit. If you are having difficulties making your mortgage payments you may contact a PHHMC customer service representative to discuss your options at [redacted]

Consumer

Response:

Review: [redacted]I am rejecting this response because:Requesting evidence of a loan is not a debt elimination scam but a fraud on the part of PHH Mortgage Corporation for not providing such evidence when it is their obligation. As officially stated several times, I would be happy to settle any financial obligation I might lawfully owe as soon as I have received the following documentation from PHH Mortgage Corporation. 1. Validation of the debt (the actual accounting);2. Verification of your claim against me (a sworn affidavit or a hand signed invoice in accordance with the Uniform Commercial Code);3. A copy of the contract signed by both parties and therefore binding both parties. I have given PHH Mortgage Corporation several opportunities to reply to my requests with a notice sent using recorded post, and signed under full commercial liability and penalties of perjury, assuring and promising me that all of the replies and details given to the above requests are true and without deception, fraud or mischief. PHH Mortgage Corporation's said failure to provide the aforementioned documentation within the required timeframe by law, to validate the debt, has constituted PHH Mortgage Corporation's agreement to the following terms: 1. That the debt did not exist in the first place;OR2. It has already been paid in full;AND3. That any damages I suffer, PHH Mortgage Corporation will be held culpable;4. That any negative remarks made to a credit reference agency will be removed;5. PHH Mortgage Corporation will no longer pursue this matter any further. Regards,[redacted]

Business

Response:

Please be advised that servicing records reflect that Mr. [redacted] filed a pro se answer to the foreclosure complaint on January 9, 2014. As such this case is now in active litigation and all further correspondence should be directed to our Foreclosure attorneys [redacted]

Review: My complaint started right after they purchased my mortgage 9/2010. I logged on to their website to view payment information and the site did not recognized my loan number. After 8 phone calls over the course of 10 months, I was constantly told I could not view my information online because when I "financed my loan with them, I signed up to receive paper statements, not electronic statements". However, I NEVER received one paper statement, either. I tried to explain that I never financed with them, therefore did not fill out such paper. I financed with a [redacted] which did not carry ** loans, so they sold my loan in the first 30 days. I insisted they email, mail, or fax me a copy of this paper that I had apparently signed, and never received anything. Finally, after almost a year, I refused to hang up until I got a manager who reset our account to be able to veiw the loan online. Fast forward 3 years, and we have sold the home. Two weeks before we closed, I called and emailed my new contact information to send the escrow refund check to. I was told I'd have it in 15 days. After 24 days I called and they said they had sent it the previous week, but to the old address. I had a mail forward, and it still took another week to get it. The date on the envelope happened to be the date I called inquiring, not the week before as they said. They insisted on doing a stop payment and overnighting me a check. I was angry but agreed. After 7 days, nothing. I called again, and they didn't process the new check. I was assured I'd have it by the next week, and again, nothing. I was promised on 7/26 that I'd recieve confirmation and a tracking number for the overnighted check on 7/29, but I have not heard from them. The house sold on 6/13, it funded on 6/15, and I have not recieved my check and it is 7/30. I just called, and they said it was being sent to me today, and as soon as the tracking number is a**ilable, I'll get a call. I'm not impressed, nor am I expecting a check.Desired Settlement: Follow-up on customer inquiries should be mandatory my a shift manager. Some type of a resolution report should be followed up to be sure the best service is being provided. How is it possible that a customer can call a customer service rep, AND email via their online chat option a new mailing address and phone number, and still not have the account updated?! How is it possible that after 45 days, I still do not have a refund that was supposed to be received after 15 days? This company has a ton of room for improvement in their processes and communication between departments. It is deplorable, really.

Business

Response:

PHH extends an apology for any inconvenience the issue may have caused the borrower and for the experience the borrower had in the past with creating a profile within our [redacted] website. PHH also apologizes for the frustration and length of time it took the borrower to receive paper statement. Please be advised that PHH mailed the borrower’s escrow refund in the amount of $1,493.32 on July 5, 2013 via regular mail. Upon receiving the borrower’s calls stating the escrow refund had not been received, PHH stopped the original escrow check and reissued check #[redacted], dated July 29, 2013. The check was sent overnight via [redacted], tracking # [redacted]

Review: The business incorrectly automatically withdrew three payments from my bank account. The first of the month payment ($853.02) was an incorrect amount, that I called the customer service in regards to. The correct amount ($720.52) had not been updated in their system, even though I had called the company back in March when I receieved notice that there would be adjustments to my monthly payments coming up in May due to a shortgae in Escrow. Since the compnay over drew that amount I was told by them that on the 15th of June I would only be paying $590.53. On the 17 of June I checked my bank account to pay bills and saw that another $853.02 had been withdrawn. When I called them in regards to this incorrect withdraw, they told me that $259.99 had been paid towards the principal balance. I informed them that I had not authorized this payment, and I wanted a refund. I also asked to speak with a supervisor since this was the second payment that was incorrect and was no afecting my ability to pay other bills. The supervisor was unavailable and I was told that I would be given a call sometime on the 18th of June. When I went into work today (18JUN14) I checked my bank account to set up another online bill pay and I saw that this company had withdrawn another payment of $723.03. I never authorized that and am now in the negative in my account. I called them again and they asked me to fax a copy of the statement and a brief explanation of what I wanted. They then also called and asked if I had faxed the paperwork. I told them I had and I wanted a full refund of the $259.99 and $723.03. I was told I would be contacted once they received my fax. I did get an email that they received my fax. They basically stole money from my account and now I cannot make payments on my other bills. Their lack of attention to detail during changes to payments is astonishing.Desired Settlement: I want the full refund of all extra monies they stole (because I did not authorize the amounts of payments and the date and amount of the last payment). The total is $983.02. I want the flex payment to be cancelled as I will now only pay once a month and refinance in order to switch mortgage companies.

Business

Response:

Dear Ms. [redacted]

Servicing records indicate that you set up your Flex Pay account in [redacted] to begin with your [redacted] 1, 2014 payment, to be drafted on [redacted] 3, 2014 and [redacted] 15, 2014. The draft amounts were $735.71 and $735.70.

Additionally a letter was sent to you on [redacted] 17, 2014 indicating that due to an escrow analysis performed on [redacted] 8, 2014, your monthly payment changed to $1,701.04, effective with the May 1, 2014 payment. The drafted amounts were changed to $850.52. There was a shortage of $259.99; the system is setup to add any amount to the next monthly payment if it is less the your additional escrow monthly amount

There was a subsequent change of the draft dates to the 3rd and the 17th, as per your requested. However, the latest date for a 2nd draft of the month is the 15th. Due to the miscommunication, funds were drafted on the 3rd, the 16th and the 17th.

Funds in the amount of $932.02 were wired back into your bank account as per the instructions you provided. Check number [redacted] dated [redacted] 2014 for the overdraft fees of $105.00 are being mailed to you.

We sincerely apologize for any inconvenience or frustration that this matter has caused.

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,