PHH Mortgage Mortgage Complaint

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.