PHH Mortgage Customer Service Issues

After my mortgage was transferred from OCWEN to PHH last January, my wife and I have faced challenges making direct payments to PHH due to our ongoing bankruptcy. Despite our trustee authorizing us to pay directly, PHH has inconsistently accepted our payments, making it a struggle each month. While we had success paying OCWEN for four years during the bankruptcy, PHH's process seems to vary depending on the customer service representative we speak with. Even after our attorney intervened with a letter, the payment process remains stressful every month. It's become emotionally draining not knowing how to consistently make our mortgage payments to PHH without unnecessary difficulties.

We had an Ocwen mortgage in A plus condition until June [redacted]. My husband suffered a brain bleed from a near-fatal car accident followed by seizures, leading us to request a Short Sale. Unfortunately, Ocwen did not provide an amount to our realtor, making it challenging to proceed with potential buyers without clear expectations. As a result, we had to leave the house and relocate out-of-state to be with our children and take care of my husband. Despite our situation, we inquired about the Keys in Lieu of Deed program, but were informed we were ineligible since we had already vacated the property. We are now asking Ocwen if they are interested in us signing the deed back to help avoid legal fees. The property at [redacted] N Centennial Dr in Bloomington, Indiana [redacted] is distressed, with the house shifting off its foundation and needing multiple repairs. Given its current state, the original valuation provided does not seem accurate. Please contact us at [redacted] or [redacted] HST.

I paid off my loan #[redacted] (Diana L Ackerson) on August 16, [redacted]. My escrow account money of $3,[redacted].42 was supposed to be returned within 15 days, but I have yet to receive my check. Despite contacting your office 6 times, I have not received a clear explanation about when I can expect my refund. Thomas Z-13 promised to call me back the next day but it has been 7 days without any response. His extension, [redacted], appears to be not working. The company claims the check might be lost in the mail, but I have always received your mails before. I recently received an analysis of my escrow account without the refund check that was supposed to be included. It has been 46 days since my loan was paid off, and I am demanding my refund as holding my money without reason seems unlawful. - Diana

To: PHH Mortgage Via fax [redacted] September 27, [redacted] Attention: Research Department Re: Loan Number [redacted] Marc K. Babette K. [redacted] Circle Court, Deerfield, IL [redacted] One Total Page To Whom It May Concern: I received a call from Thomas Martin at around 8:30 CDT this morning, stating that he is still working on my account. I dispute the claim of being in arrears and assert an overpayment based on my previous faxes. Mr. Martin mentioned that the issue may stem from three payments made in December [redacted], which might have been placed in suspense due to being labeled as "principal" only. I never designated payments as such. I want to emphasize that this mortgage has always been an interest loan, and any changes in payment designation were not made by me. I demand the correction of any adverse effects on my credit and the removal of any charges or fees. I believe there was an error in your accounting, leading to an unnecessary payment withdrawal on September 20th, which I request to be returned promptly. Mr. Martin mentioned updating me on Tuesday, October 1, [redacted], and I do not authorize any additional charges or fees. Thank you, Marc K.

I have received notices from PPH stating they have covered my property taxes and insurance but I have already paid them myself. I have evidence of payment for both and cannot afford to pay the requested $[redacted]+ by Oct. 16, as I have used those funds for my property taxes. I need help resolving this issue. Thank you, D.N.

I have encountered a distressing financial issue with PHH. Despite being a loyal customer for 14+ years with a flawless payment record, I faced problems with my payments. Following a bankruptcy discharge a decade ago, PHH stopped my ACH payments. I resorted to using bill pay through my bank, ensuring two payments per loan for September and October were made punctually. Unexpectedly, PHH tried to withdraw $[redacted].68 from my account, leading to an overdraft. Despite contacting PHH for a resolution, they proceeded to withdraw the same amount again, exacerbating my financial situation. This has resulted in a total of $[redacted] in bank charges and the unrecovered $[redacted].68. The handling of this issue has been frustrating, and despite engaging with a customer service agent, Laurie, it seems like little progress has been made. Furthermore, a certified letter indicating default on my second loan was received despite payments being made on time according to PHH's website. The stress from these financial discrepancies is considerable, and I urgently seek a resolution and the return of my funds.

URGENT. I recently completed a loan modification plan successfully, but now I have received a loan modification agreement via mail that includes a $92,[redacted] balloon payment. Previously, my balloon payment was only $20,[redacted] according to a payoff statement I received from Ocwen before my loan was transferred to PHH. Despite trying to contact my representative multiple times through calls and emails requesting a phone appointment, I have not received a response. A person I spoke to on the phone instructed me to sign, notarize, and return the agreement, even though the $92,[redacted] balloon payment is incorrect. I am concerned that if I don't comply within 10 days, my home will face foreclosure. I am uncomfortable mailing payments without knowing where previous modification agreement payments were applied. I urgently request someone with experience and authority to address this issue today. Please contact me at [redacted]. Thank you, James K., [redacted]

PHH Mortgages acquired our loan shortly after our house purchase with Mbank. They claim our escrow funds are short due to incorrect tax and insurance costs, resulting in an overcharge of $3,[redacted].57. Attempts to contact them via phone and email have been unsuccessful, with emails bouncing back as undeliverable. Dealing with their customer service has been unhelpful, as they lack the authority to address the issue and seem uninformed. The proposed loan payment increase starting January [redacted] is unexpected, especially since we just purchased the house on 9-26-[redacted]. The hazard insurance figure provided by Mbank was incorrect, and PHH mistakenly used outdated tax information from previous non-homesteaded owners. We possess evidence of the inaccuracies but are struggling to reach someone capable of rectifying the situation.

I have been unable to reach the manager of my account at PHH since my loan was transferred from Ocwen. Following a loan modification due to a personal loss, I received a loan modification agreement with an inaccurate $92,[redacted] balloon payment instead of the original $20,[redacted] as specified by Ocwen. Despite my efforts to contact PHH regarding this discrepancy, I have faced long hold times, unhelpful reps, and a lack of resolution. My attempts to reach out via email and various phone numbers have failed, leaving me worried about possible foreclosure threats. Even after consulting legal advice, I refuse to sign the incorrect documents demanded by PHH. The three modification payments I made are missing from my statements, and PHH claims they are in an undisclosed escrow account. They are now insisting I sign the inaccurate agreement to accept further payments, making me apprehensive about sending payments via mail. I urgently request a high-level customer service manager to address these issues promptly.

Regarding Loan #[redacted]9, I encountered an issue with the online payment system on your website. Despite entering my bank details, I received a notice that the payment could not be processed at the time and to contact customer service. Turning to Speedpay, I successfully made the payment, but unfortunately, I was charged twice. This unexpected double charge led to additional bank fees, pushing my account into the negative. When calling Customer Service, they apologized, assured me of a refund for the extra payment within five days, but declined my request for an immediate refund. I urge you to address this issue promptly and refund the extra payment to avoid potential legal consequences.

My name is Cary Welch, and my wife's house mortgage is through your company under the name Tammy Lynn Kitchens. Currently, we are two payments behind. I am looking to make a payment online, but I only have enough for one payment at the moment. If I pay online, can I allocate this towards the two payments we are behind on, or do we have to pay both overdue payments in full online as she is concerned about?

I need to obtain approval for a short sale for account #[redacted]. I have submitted a Mortgage Assistance Application and have been asked for additional information. I am struggling to provide the required details. I am facing financial hardships and cannot afford to cover maintenance expenses or improvements for the property. Being a senior with recent health issues, including surgery in January [redacted] and ongoing medical treatments, has made it challenging for me. The property is already under contract and has secured funding, but there is a financial gap that requires PHH's approval for a short sale to proceed with the transaction. The first mortgage lender is Wells Fargo with Loan No. [redacted].