PHH Mortgage Mortgage Complaint

Conventional fixed mortgage Loan servicing, payments, escrow account

PHH Mortgage Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account Missouri

Facts : 1 ) In -/-/- I received a letter indicating I had an escrow shortage. I was given - options : a ) make 1 payment with total shortage or b ) spread shortage over 12 months. I chose b. 2 ) I received an email on -/-/16 that my mortgage payment ( including additional escrow ) was applied. 3 ) Today I received an email that a late fee had been applied because my payment has not been received. 4 ) The payment was made per my bank statement.


Today I called customer service and they indicated that had my payment but it was suspended and not applied because I failed to 'request permission ' to spread the shortage over 12 months even though my payment reflected the increased amount.. The request procedure was n't very clear in the letter I received in -/-/- nor have I ever had to " request permission '' before. The letter clearly stated that I have - options and even provided the new payment amount. I feel the mortgage company is trying to take advantage of its customers and force them to make a late payment even though they have received the on time payment.

PHH Mortgage customer in Missouri
May 18, 2016

* Source: CFPB Complaint Database

PHH Mortgage response to complaint:
Closed with explanation

Created with Highcharts 4.2.3PHH MortgageComplaint HistoryComplaints12/20112/20125/20127/20129/201211/20121/20133/20135/20137/20139/201311/20131/20143/20145/20147/20149/201411/20141/20153/20155/20157/20159/201511/20152/20164/20166/20168/201610/201612/20162/2017051015202530Source: Consumer Financial Protection Bureau
Created with Highcharts 4.2.3PHH MortgageLoan servicing, payments, escrow account0.4%67.2%2.3%22.9%3.0%4.2%ClosedClosed with explanationClosed with monetary reliefClosed with non-monetary reliefClosed without reliefIn progressSource: Consumer Financial Protection Bureau
Created with Highcharts 4.2.3National AverageLoan servicing, payments, escrow account0.2%5.8%5.1%1.1%2.3%4.0%80.3%1.2%Untimely responseClosed with non-monetary reliefClosed without reliefClosed with reliefClosedClosed with monetary reliefClosed with explanationIn progressSource: Consumer Financial Protection Bureau

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