PHH Mortgage
Reviews and Complaints

I purchased my home and signed paperwork days before the the 2020 lock down in March with Highlands Mortgage. My husband got let go due to pandemic and contacted Highlands which told me the only option I had was to go on forbearance. They stated I would have 3 months and if still having financial hardship I could contact them to extend for 3 more months. They said that I would be able to extend the forbearance another 3 months and would be able to defer my payments to end of loan since I was current on my payments prior to forbearance. I received a letter in June of 2021 that my loan had been sold to PHH. Since July I've been trying to end my forbearance and was told it was not an option. I was assigned a relationship manager that schedules appointments through automatic emails and I have had 6 to 7 appointments that she has not ever made. Instead I get a random person call that refuses to give me last names. I have also been told that I wouldn't be approved for the loan modification because of the type of loan I have. I have a FHA loan so that tells you they don't know what they are doing. At some point one of the many people I spoke to submitted a application for loan modification or forgiveness but submitted the incorrect one and I was denied. I then had the correct loan application submitted. Received documents to sign and have notarized but they turned into into now having a balloons payment on top of the loan. Now they say thet can't proceed with the loan modification because of a lien showing up from 2016 in debt of 1, 288.00 from Capital one. I purchased the home in 2020 and do not have debt with capital one. This is 4 months of pure hell. I am not even able to make a payment online and can't even register because my account is considered delinquent. I was also told not to make any payments until the loan modification was complete. I have documented every conversation with the first names and id numbers along with what was told to me, all the disinformation, repeatedly asking for Managers and have yet to hear from any management. I just want another actual mortgage company and not a debt collector because that's all PHH is and they do not know anything about loans or what they are talking about.

I had a mortgage serviced by PHH Mortgage paid off on 9/19/2002. The loan was originally with Merrill Lynch Credit Corp and sold/assigned several times. When I applied for a loan in Sept 2020 the bank discovered the outstanding mortgage lien on the Property Title. I ended up having to withdraw the loan application until the Title was cleared. Since last November I have been working on this. On April 7 2021 I received a "Letter of Intent" from PHH Mortgage stating the loan was paid off and the Discharge was being prepared for filing. It still has not been filed. I have emailed their LienRelease @ mortgagefamily.com dept no less than 6 times and the only response I get is "we have requested release from a Third Party (Wells Fargo) and we do not have signing authority hence this may take 3-5 weeks or longer as we do not know their workflow."
Wells Fargo says it is not their responsibility and since PHH Mortgage was the servicer it is up to them to take care of.
Information to assist with outcome:
Borrower: Marie A Thomas 9879 Ridge Rd North Rose, NY 14516
Property Address: 7345 Phelps Ave Huron (Wolcott), NY 14590 Wayne County, NY
Loan # [protected]
Original Amount: $80, 000
Original Lender: Merrill Lynch Credit Corp (assigned to Norwest, then First Union National, merged with Wachovia, Wachovia bought by Wells Fargo.
Date of Loan: 9/11/1998
Loan Paid Off: 9/19/2002 as PHH states in their 4/7/21 Letter of Intent to discharge. Six months later it has not been filed.

Since the recent acquisition of my home mortgage in August 2021, the handling of my mortgage has been a disaster.
I've probably spent over 25 hours on the phone trying to correct PHH's errors related to my monthly mortgage amount.
I find that PHH is the most incompetent mortgage servicer in over my 40 year of dealing with mortgage companies.
They are terrible!

Dr. K.P.

I received a letter and form from phh mortgage in order for them to issue me a replacement check. I checked with shell point as requested by a phh representative but the files received from phh mortgage had no records of any checks being issued to me, although I have received several in the past. My property address is 302 Macon Street Oglethorpe GA 31068. My name is Barbara Bell and I think y old account number is [protected]. How do we settle this?

About to loose my property bc PHH paid my taxes to the wrong account and failed to notify me. Associates avoided my call(Maria, Mikeeba) dodges my calls. My name is Gregory Jones 10684 Wellington Olivebranch Ms. I will be filing a lawsuit against PHH along with refinancing with a new mortgage company. My number is [protected]

RUN!

PHH Mortgage is one of the worst companies I have ever worked with.

The level of disorganization and lack of urgency I experienced was almost traumatizing.

We choose to refinance last March, the representative we began with was great! This were moving along and then all of a sudden with were placed with another rep and were given no explanation nor response.

The new rep was extremely unorganized and did not remember who were were half the time (details on our situation etc)

They still use archaic means of communication to get paperwork done, example snail mail.

In short, fast forward 5.5 months later of back and forth and constant requests for needing more information, constant lack of urgency, often no call backs until days later, super hard to get in touch with our rep, our rep forgetting info we had already sent (often) and they denied us a refinance on a simple technicality. Keep in mind we have good credit, always pay of mortgage bill in in time, etc.

Then, we get a mortgage bill that had increased almost $300.
after back and forth 50 different reps (half not having a clue and telling us opposite random things). We FINALLY got the story figured out that the increase was b. c of property taxes increase (normal stuff) but mostly b. c they had completely underestimated our escrow from a year or so back (when we were sold to them by Synovous bank). So this was their big mistake. Not to mention they were charging us for our waste bill which we paid separate b. c we were told it was not on the escrow.

Moving to this topic - the waste bill drama.
We have been back and forth for months on getting our refund for this. The rep that is suppose to cover this issue NEVER returns our emails nor calls. We still have not been refunded 3 months later. Even will full proof.

We have filed with the BBB and they got 0 response as well.

RUN, RUN, RUN! This is hands down the worst company. DO NOT DO BUSINESS WITH THEM>

As a contrast - we immediately contacted Quicken Loans (now Rocket Mortgage) once they PHH denied our refinance. NIGHT AND DAY folks.
This company was fast, professional, everything was done digital. We were approved within 2 days. And closed within 2 weeks. It was just so astounding the difference.

Hello, my name is Mark Schrader and my mortgage company PHH I have an impound account with PHH but they have not been paying my property taxes and they are in default what can be done? I feel that my home may be repossessed if they do not act and pay the bill. I have contacted them many times but they have still not paid my taxes, what can I do about this situation?

I requested a lien release for a mortgage that I had with PHH Mortgage in 1993, but I am told I can only speak to an escalation manager, who BTW is based in India, never contacts you back to provide an update, and I am also told that my request is with their lien department who supposedly can be reached by emails only. Of course, the emails get an automatic reply that they are looking into the problem... So, the closing on my house is postponed with no end in sight, I can't get off the title search so It makes it impossible to sell the property, the title company wants to withhold 120% in escrow!. PHH has been completely indifferent and essentially the issue is sitting with their lien department, and I am told they are not trained to take phone calls. Now I am forced to spend money attempting to get this resolved. Avoid PHH at all costs, not sure how they manage mortgages in the US when their services to resolve title issues are located at the other end of the globe! They are unresponsive and appear fraudulent!

April 29, 2021
Loan # [protected]
Property address:
3195 Buena Vista Ave.
Lemon Grove, CA 91945
This is a complaint letter that should be presented to PHH upper management.
PHH displays total incompetence and lack of control in handling CSE Insurance funds for above account. This is causing rebuilding delays and loss of rental income.
1. The evidence of PHH sloppiness and incompetence:
a) PHH was asked to pay Centerbeam's invoice of May 30, 2019 for $22, 716, but issued a check # [protected] for $22, 000 on 08/16/2019.
b) PHH was never asked, yet on 08/22/2019 issued a check # [protected] for $85, 608.09.2. This $85, 608.09 check was fraudulently deposited by Ricardo Quiroz, Assistance Vice President and Senior Branch Manager at U.S. Bank Lakeside Office, 9560 Winter Garden Blvd., Lakeside, CA 92040, phone [protected], Ricardo. [protected]@usbank.com, without proper endorsement.

This $85, 608.09 check was issued by M&T Bank. On March 13, 2020 Anna Wozniak, the payee that did not endorse this check filled and notarized M&T Bank's Affidavit of Forgery. Since that time I have been in contact with PHH Executive Resolution Center, as well as with the Office of President of M&T Bank, but nobody is updating me on the status of this affidavit. M&T Bank claims that PHH will be updating me, yet PHH is not aware and most likely has not been contacted, nor updated by the M&T Bank.
In my opinion M&T Bank should contact US Bank Corporate Headquarters, attn. Legal Department, 425 Walnut Street, Cincinnati, OH 45202, and request return of funds.

Please have somebody from upper management contact me in order to resolve the existing problems.

Sincerely,

Grzegorz Wozniak
[protected]

I called PHH Mortgage on 7 April 2021 and specifically requested they NOT pay State Auto Insurance Company another premium because I was going to switch my Homeowners Insurance Company. Sometime during the week of 12 April 2021, PHH Mortgage received a declarations page from State Auto Insurance Company and paid the Homeowner's Premium anyway - after I specifically requested they not do this.

Then, when you call the toll free number for the Insurance Department 888-882-1855, there is NO option to speak with someone. The automated system keeps referring you back to the website or offering current account information. This company is unsatisfactory and their customer service is worse than satisfactory. I need to refinance with another company because I have experienced customer service difficulties since they took over my loan from Ocwen.

Original mortgage issued by another company... Trust name was correct.
Phh bought the mortgage feb 2020... Trust name changed.
3 phone calls to customer service mar - apr 2020.. "report in process".. Trust name not corrected.

Phh mortgage number: [protected]
Trust name should be: see attachments 1) house earthquake insurance bill
2) phh bill
3) house hazard insurance bill

Hi my name is Dee Kiraly. I called to look into lower interest rate. Got agent Mitchell Gale. He took a bunch of information and said it all looked good. Did a credit check which cost me 3 points only to tell me the next day he didn't realize I had a balloon loan. I said how could you not know that it is all over the home page of my loan. So he took all this info and credit hit to realize I was better off where I'm at. Very upset with this unprofessional conduct. I mean this is his job? He said he would lower private mortgage to 56.00 which also Was exciting. I have excellent credit and a great standing with phh. This very disheartening

02/22/2021

Dear PHH,

This is regarding PHH Loan # 9019677211, Assurant Claimant Policy #: CND011660402, Ck #: 610589941, Claim #: 00102989012.
I need your help in resolving an ongoing issue.
I have reached out to both "Customer Service," and "Loss Draft" within the PHH Mortgage Services Corporation.
However, absolutely no help has been offered. Customer service either refuses to speak with me or transfers me to another number which soon disconnects.
My goal is to establish a "win-win" solution for PHH and myself about the insurance claim check that was issued for the Condo located at 1280 W Peachtree St # 2606 Atlanta GA 30309.
There was an insurance claim on the property listed above, for water damage.
Assurant issued a check for damages incurred, to me and PHH, my current mortgage loan servicing.
Said check is in the amount of $1518.04. I completed the "To Do" list, signed the check, and mailed said check to the PHH Loss Draft Department, as instructed.
However, (1) after more than 17 calls placed over the last 2 days, (2) being placed on hold for as long as 17 minutes on several of those 17 calls and (3) eventually being cut off each time, I have never received a call back (nor have I received a check to get repairs done) from PHH.
Each time I call, I get transferred to as many as many six people, with no resolution, or a disconnect with no call back.
I am recuperating from COVID 19 Pneumonia in a home that has had no carpet or interior walls in the master-bedroom area, for the last 5 weeks.
I am frustrated and do not know what else to do at this point.
Do I need to get an attorney to help resolve this issue?
Please help!

Respectfully,
Frustrated ([protected]@live.com)
CC: Assurant
1280 West Condo Association
File

After 14 months of communications with 480 pages of documents sent to me and sending over 300 pages of requested information to PHH nothing happened. Even after four letters received stated all documents were complete and two appraisals PHH ask for more information which they already had in their possession. Clearly PHH had no intention helping us even though we contributed over $400, 000 in interest payments over 12 year period. Finally, after seven years of the property on the market we had a buyer but we needed the payoff to be reduced by 3% in order not to use the remaining 401K monies to get out of the mortgage. Our request to PHH for this payoff reduction began on 11/9/2020 with a closing date of 12/18/2020. PHH representative each and every time I called said we are going to help you. I sent in the requested information over several dates only to be told different request were needed. And again PHH did not try to accommodate this request and we had to use the last of 401K monies to get out from under this property.

Over the course of time since PHH took over Ocwen's Loan Servicing there's been no less than 5 times their website has failed to allow login or ability pay my mortgage. Either it doesn't allow login with "Sorry, Something Happened. Please try again later." or once entering the site, there's NO option for making a payment. Eventually, it appears to get fixed but not in a timely manner.

Either they've got a terrible IT Dept. or their Site is intentionally "broken" to prevent customers from paying their monthly bill.

Calling the Customer Service number has been and is an exercise in futility. Long hold times, multiple transfers, 7 or 10 times disconnected. Regardless, PHH needs to drastically improve their Online Payment Options and completely overhaul their Customer Service. They're terrible.

No, a response that my complaints are taken "seriously" nor advanced to the escalation dept. will help. I have complained directly to them multiple times to no avail. Placating the Customer is of no use.

I was recently notified by PHH that they require me to complete a final loan modification for the 3rd time, for the absurd reason that the co-signor signed as "attorney in fact" instead of "power of attorney". Even though the legal definition is: "An attorney-in-fact is a person who is authorized to act on behalf of another person, usually to perform business or other official transactions. The person represented usually designates someone as their attorney-in-fact by assigning power of attorney."
Each time we have signed the agreement, my attorney and the co-signor's attorney have thoroughly reviewed the signatures to ensure they were legally sufficient.
In addition, they mailed me the documents on 4 December, but I did not receive them until 18 Dec, and they gave me a suspense date of 22 Dec to return them. An impossible feat during Christmas week when everyone is closed.

12/16/20 - called customer service to inquire about the tax department if they will be able to pay my property tax which I have sent email for the consent form stating to yes to paying the property tax, still no word on if they will pay or not.. Ask to speak to manager could not hear well on the other line she just hung up on me... Had to call back again unfortunately.. Please sell my loan account to another company.. I do not want to deal with phh mortgage company awful customer service!

We were doing a three-month modification period with New Rez the debt collector care of PHH Mortgage. We received email confirmations for the first two payments. The third payment was completed on 12/7/2020, and an email confirmation was not received for $2, 966.00. We called New Rez on 12/14/2020, because they are closed on the weekend due to the pandemic. The person who we spoke to ID is BE3. We told him we did not receive payment confirmation for the 12/7/2020, payment and asked if another email could be sent and he told us no. Prior to that someone from PHH/New Rez who had information about our mortgage account called us and tried to scam use out of money so we want email confirmation of payments to ensure the payments are going to the mortgage company or their hired subsidiaries. We are also limited to accessing our account information online in that if we go online to pull up our account information to print out the payments, we cannot access any information. This is unacceptable and can't be legal practice for a collection agency or mortgage company.

This matter will also be filed with the Federal Government as well for a full investigation.

Obtained conventional mortgage through USAA in 1998 - at time was affiliate and loan established with PHH Mortgage.
RE loan #[protected]
Paid loan in full on 9 November 2000. Have documents proving that. Have sent them to PHH mortgage as instructed, now several times.
On 17 November 2020, Title company report obtained during sale of such property discovered that Lien was never released and reconveyance never completed.
Called USAA - need to deal with PHH as USAA no longer affiliated.
called PHH customer service on 18 November 2020. Despite explaining that sale to close in less than a month, the "customer service" agents (two) insisted had to send fax or paper mail to "research department" before could escalate the issue. Got no response.
Since I have called 7 more times, spoken with 4 "escalation managers", as one can never speak with the same one last spoken with, sent 2 more faxes, and 3 emails (at the direction of the managers).
Each have promised a call back in no more than 2 days, or even that day. No return communication at all!
Given the loan was paid 20 years ago, I provided the proof it was paid in full, they can't even locate the loan number, seems should not be that difficult to just issue a letter confirming that the lien no longer exists / is released.
Instead they just push my concern along. We will definitely miss the closing now - 11 December. All because of this company's incompetence and negligent service.
Now appears will unfortunately have to engage an attorney on Monday.