PHH Mortgage Mortgage Complaint

PHH Mortgage Mortgage department,

Conventional fixed mortgage Loan modification,collection,foreclosure Illinois

After losing my job on - -, 2015, I applied to my lender ( PHH Mortgage ) for a mortgage counselor to assist with my inability to continue with my mortgage payments. I was assigned a mortgage counselor through Mortgage Family Services ( - - ) who I have been working with for the past four months. As instructed I obtained a real estate agent to help guide me through a Short Sale on my home. Working with the counselor I applied for financial assistance and was mailed a financial application to complete. I completed the application and mailed the information back to the counselor. Several weeks went by with no response from the counselor. I called the counselor and she stated that I mailed the application to the wrong address. I explained that I mailed the application to the address on the financial form and she stated that address was incorrect. I then completed another application ( approximately - pages ) and resent to the correct address. Several weeks later I followed up with my counselor on the status of the application and I was advised that she could not find various pages of the application. She explained that


applications packages that were resent to the counselor. I was eventually approved for a Short Sale by the lender. In early - 2015 we found a buyer for our home and I advised the counselor of the recent status. I was then assigned a mortgage financial counselor ( - - ) who I spoke with only once. I asked about relocation assistance in which he advised the request must appear on the HUD1 Form. Because he was not aware of the amount we could request in Illinois, he stated he would research and get back to me. Information on the initial financial application stated relocation expense may be approved up to $10000.00. - - suggested I submit $3000.00 for relocation expenses on the HUD-1 Form, which I did. As of the date of this letter, I have not heard back from - - via email or telephone regarding his research on the actual amount of relocation expense I can claim. I last heard from my mortgage counselor ( - - ) more than 2 weeks ago ( -/-/2015 when she advised that she would be out of the office for several days until -/-/2015. I called her on -/-/2015 for a status update, a day after she was to return from her time off but she was not available and has not returned my phone call within the - hour time period. I have not heard from her since - -, 2015. I called and spoke to another agent and she advised to call back in about a week for a status update. I have received forms from the lender ( Affidavits ) that both the seller and buyer have signed, but no one has been able to provide either the buyer or seller the status of the Short Sale. The buyer was eager to close by the end of - 2015 and it is now the middle of - 2015 and it appears the realtors, seller, and buyers do not have a clue on the status of closing on our home. My concern is that the buyers will lose interest in buying the home that they are very interested in purchasing. I have collections calling and writing letters regarding payments I can no longer afford to pay the mortgage. It is ironic that there are buyers for the Short Sale and the process is dragging on with no status updates from the lender. Any assistance in resolving this issue will be greatly appreciated. Sincerely, - - -