In november due to cut backs at work I applied with PHH Mortgage with their loan modification program, since december I have been told that my file was completed and someone would get in touch with me. I was told my file was being handled by Mr. William Commer and I was given his extension and email address. I have yet to hear his voice in person, I have called him and emailed him, never did I receive a reply.
I was only able to speak to people in India, all they did was tell me what I owed (this I already knew), then they would put me on hold for ever, the shortest hold time was 1 hour 33 minutes, at which time they said I could leave a message for Mr. Commer and he would get back to me. I ask to speak to a supervisor and was put on hold again, 45 minutes later they said all the supervisors are busy and hung up. (really excellent customer service).
The same secnario went on numerous times over the next 5 months, then they added a new twist TREADMILLING!
I would call to pay my mortgage, because they had my account access turned off on their internet site so I would have to call to pay my mortgage. THIS IS IN CONTRAST WITH THERE CONTRACT, INTERNET ACCESS TO PAY ANY AMOUNT IS STATED IN THEIR CONTRACT.
Upon call I was informed that what I thought i owed wasn't enough, they had added late fees and late charges and now the amount I owed was higher than I had thought.
I informed them that I would pay some now and catch-up on the rest, I was told that they could not and would not accept any amount of payment unless it was the entire amount they were requesting, also if I could not pay that additional fees and charges would be added, This is known as TREADMILLING.
I read my contract and it clearly states that they will accept any partial payment and they will apply it to late fees and them the payment. I informed them (the india people) of this and was told that if they accepted any type of partial payment that they would be fired, and that they were adding additional fees to my loan. THEY DO NOT ADHERE TO THE TERMS OF THEIR OWN CONTRACTS!
Finally in mid-may I was contacted by a nice lady in new jersey who told me she would send me some paperwork to fill out, send back and they would see what they could do. A few days later I received the same loan Modification packet that i had filled out in November. I filled this out and sent it back asap.
I also got in touch with my local HUD office to see what they could do, they ask me who my mortgage servicer was and when I told them PHH Mortgage they went silent, put me on hold and when they returned I was given an appointment date in july.
I would never refer anyone to PHH or any of it's sister companies. If antone else has experienced this TREADMILLING please contact me as my attorney says this would be a great class action lawsuit.
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