PHH Mortgage Services Corporation
Consumer Complaints
There are over 2450 complaints on file for PHH Mortgage Services Corporation. Dated between 2019-06-28 and 2012-02-17.
Complaints Page 22
2017-10-09
Montevallo, AL
Struggling to pay mortgage
Mortgage: VA mortgage
Company Response: Closed with explanation
2017-10-08
Aliso Viejo, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-10-03
Finksburg, MD
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Obtained refi from PHH mortgage on a mortgage PHH already owned and serviced for a rental property I won. Despite already servicing it, and knowing it was a rental, PHH sent first payment coupons to the rental address ( they had and knew my actual mailing address ) and then only 6 weeks later forwarded the coupons and claimed " my address had changed ''. See attached. my address has not changed. Not sure if this is part of scheme to defraud customers by having them make late payments but it is gross negligence and incompetence.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-10-02
Clarkesville, GA
Closing on a mortgage
Mortgage: FHA mortgage
Complaint: My name is XXXX XXXX XXXX. I recently closed on a house XXXX XXXX/XXXX/XXXX XXXX, but I feel as if the lender took advantage of the fact that we were living in a hotel, and desperately needed to close on that date. I was originally going to use XXXX. However, PHH Mortgage seemed to have given me a better deal. However, the closing cost increased by $ XXXX on the day of closing. They took the money that I would have been reimbursed by my relocation package and applied it to that difference. I had to pay more money at closing, I had no choice but to close at that time, because we were literally homeless. I have additional information if needed.
I would like for PHH Mortgage to reimburse the XXXX that I lost because of an " error '' on their part.
Company Response: Closed with explanation
2017-09-30
Live Oak, TX
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2017-09-21
Arsenal, PA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: This complaint is against XXXX XXXX XXXX , XXXX. I was discharged from a five year bankruptcy sometime in late XX/XX/XXXX - XX/XX/XXXX. I began calling PHH Mortgage in XX/XX/XXXX to begin paying my mortgage through electronic transfer. I was told by PHH customer service representatives not to send any money until they sent me an invoice. I was also told by PHH that there would be no accumulation of payments. That when I received my billing statement, my monthly payment would begin at that time. I called PHH Mortgage several times per month and they kept switching me from one caseworker to another. Finally on XX/XX/XXXX, I spoke with a PHH service rep named XXXX. I explained to her that I had been trying to pay my mortgage to them for months and in addition to her, I was told if I send in a payment, that the payment would be returned. Her only advice was to call my caseworker and I told her that I had been calling this and that caseworker but they will not return my call. I explained to her that after six months of trying to pay my mortgage, that I was getting frustrated because I could not get any straight answers from anyone concerning paying my mortgage. I explained to her that I was recently discharged from a five year bankruptcy and that I was also told that these passing months would not be accumulative and that my payments would begin the month that I receive an invoice for a one month payment and moving forward from that point. I continued to call PHH Mortgage and finally on XX/XX/XXXX, I spoke with a PHH representative named XXXX who told me that I had not been paying my mortgage and I was being referred to collections. I explained my situation to XXXX and my conversations with other PHH representatives over a 7 month period and finally I told her that I was going to report their behavior to the Attorney General and Consumer Protection. Later that same day, I received a call from a lady named XXXX and I explained everything all over again to her. She told me to send my complaint and court order as a " Notice of Error '' to PHH Mortgage XXXX. XXXX XXXX XXXX, Maryland XXXX. She also told me that I should call HUD for counseling. I again explained to her how beyond frustrated I was after going back and forth with PHH Mortgage for seven months. Sometime around XX/XX/XXXX, I received four collection - threat letters all on the same day stating that I owed a lot of money in back payments and that I should contact my new and third or fourth PHH caseworker XXXX XXXX. I finally got a chance to speak with XXXX on XX/XX/XXXX after several calls and leaving messages. XXXX told me that if I could pay {$3600.00} by XX/XX/XXXX, I would be caught up and could resume my monthly payments. I explained to XXXX that a PHH Supervisor told me that when I received my bill it would be for one month and move forward from then. That there would not be an accumulation of back months. She explained to me that she did n't know anything about that and I asked her to read the narrations by the other reps I had been speaking to for eight months. Nonetheless, I agreed to pay the {$3600.00} but told her that I got paid on XX/XX/XXXX and could pay the amount then. She agreed and told me that there would be a {$17.00} processing fee so the total that I would have to pay was {$3700.00}. On XX/XX/XXXX, I called XXXX several times to make the payment and she never returned my calls. I ended up speaking to four PHH reps that day named XXXX, XXXX, XXXX and XXXX. XXXX told me that PHH would not accept my payment of {$3700.00} and that I needed to pay {$4400.00}. I explained again the agreement with XXXX but it did n't matter. I told them that I was going to get an attorney because this behavior is not fair and I believe unethical. I asked them were they trying to push me back into bankruptcy after I had worked hard for five years to get out. I was told basically to pay this money or I could lose my house. They would n't even agree to give me extra time to get the rest of the money. On XX/XX/XXXX, I spoke with a person named XXXX in the PHH Loss and Mitigation Department, which is what he told me. He was not nice and when I asked him what I owed, he told me to contact the law firm representing PHH Mortgage ( XXXX XXXX XXXX XXXX XXXX out of XXXX, Pennsylvania. The PHH lawyers had sent me a threat - foreclosure letter on XX/XX/XXXX or XX/XX/XXXX. On XX/XX/XXXX, I contacted my newest caseworker named XXXX XXXX. I called XXXX XXXX many times and always receive the same voice-message that she is in training and to leave a message. The only problem is that you can not leave a message because the voice recorder says that her message box is full and will not take a message. On XX/XX/XXXX, I contacted the Neighborhood Housing Program, Action Housing, Consumer Financial Protection Bureau, Neighborhood Legal Services for support and advice. On XX/XX/XXXX, I met with a lawyer to discuss the legalities of my situation.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-09-21
Boulder, CO
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-09-21
Mitchell Field, NY
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-09-19
Philadelphia, PA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Loan # XXXXThis is an ongoing issue with this Mortgage Company. Our home WAS in foreclosure and reinstated as of X/XX/2017. Our XXXX 2017 payment was made through online bill pay and delivered as of X/XX/2017 ( Confirmation # XXXX ) Today the Mortgage company called to say that XX/XX/XXXX payment had not been received. I called and spoke to Rep XXXX XXXX who informed that our account has a payment freeze and can take up to two weeks to be removed after our loan has become reinstated. I informed XXXX that the loan had been reinstated more than 30 days ago. She informed that a Senior Manager must remove the freeze and our payment will transfer as soon as it has been released. Also, a charge of {$66.00} was listed on our XX/XX/XXXX Statement. When calling to inquire about the charge I spoke to 3 different Reps who gave me a different explanation each time. Apparently only {$11.00} was charged for a property inspection performed X/XX/2017 to confirm occupancy. Please note that this charge was incurred AFTER the loan had become reinstated. After a rude response and confusing explanation from Rep XXXX, I was transferred to a Senior manager who waved this inspection fee. This company continues to provide us with incorrect information and we were not informed of this freeze on our account. This company MUST be held responsible for continuing issues with customer service.
Company Response: Closed with explanation
2017-09-18
Temperanceville, VA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-09-15
New Market, AL
Incorrect information on your report
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-09-15
TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: This problem has been escalating since XXXX XXXX.
PHH Mortgage Services, XXXX Mortgage XXXX, Mt. XXXX, NJ XXXX XXXX This company has been constantly harassing me and my family to the point of affecting our well-being and our state of safety.
PHH Mortgage Services, XXXX Mortgage XXXX, Mt. XXXX, NJ XXXX XXXX I have never missed a payment they are all done electronically through my XXXX bank account. The mortgage service company XXXX, has been claiming I owe them thousands of dollars and late fees since early XXXX. I have already made a complaint against them because every time I try to contact their customer service all they want to hear is " how am I going to pay ''.
PHH Mortgage Services, XXXX Mortgage XXXX, Mt. XXXX, NJ XXXX XXXX After the last complaint I was told that it was all about a {$36.00} escrow shortage. I immediately paid XXXX/XXXX/XXXX but that did not stop the constant belligerent phone harassment from PHH Mortgage Services. I have tried everything possible to rectify this debacle. I have all documentation that I never missed a payment. I can only retrieve the last 6 months ( see attached ) but I 'm sure I can contact XXXX to go back further.
PHH Mortgage Services, XXXX Mortgage XXXX, Mt. XXXX, NJ XXXX XXXX Please help. This company is ruthless and relentless in their harassment and my family is at their wits end. I am afraid something bad is going to happen and then I will have start suing PHH Mortgage Services, XXXX Mortgage Way, Mt. XXXX, NJ XXXX XXXX
Company Response: Closed with explanation
2017-09-15
Arlington, VA
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-09-13
CT
Problem with a credit reporting company's investigation into an existing problem
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Problem with personal statement of dispute
Complaint: Mortgage company XXXX/PHH mortgage reported a late payment XXXX 2017. The payment was not late and was submitted electronically via bill pay on XXXX XXXX ( I have bank proof ). I also received a letter/voicemail from XXXX XXXX that this would not be reported late, the late charges were even removed. The payment somehow was lost in their system and it took days and countless phone calls to retrieve it.
After filing an investigation via XXXX, PHH Mortgage denied it, claiming it was late. I have evidence to the contrary.
Also, XXXX has zero credibility anymore and should be dissolved
Company Response: Closed with explanation
2017-09-13
Clarkesville, GA
Getting a line of credit
Payday loan, title loan, or personal loan: Personal line of credit
Complaint: XX/XX/XXXX contacted PHH requesting pre-approval in the amount of {$270000.00}. The XXXX requested our credit scores, I gave them to him and he said we would qualify for the loan at 4.125 %. We called XX/XX/XXXX to proceed with the loan. The XXXX said my husband 's school loans were $ XXXX and even though he 's not paying them now ( they are deferred ) we have to estimate a payment of {$1800.00}. We challenged this but he said that 's how they calculate it. We asked for alternatives. He thought for a minute and replied that I, the wife, could do the loan by myself. We asked him to work up some numbers. The XXXX was sent to us on XX/XX/XXXX but showed a 4.58 % interest rate. We were willing to accept because he said it 's because of our credit scores. Over the weekend I gathered my proof of assets - 401k, investment accounts and had them to him by Monday morning. He called Monday, XX/XX/XXXX saying, I 'm sorry about this but it 's been flagged as a predatory lending situation. To get us out of this, you will need to pay XXXX in points. We kept asking what this meant to the bottom line and what we had to come to closing with. He was vague. Eventually, we realized we would need an additional {$4300.00} to close. After stewing this over for a couple of days, I contacted them on XX/XX/XXXX at XXXX and told them we would not use them as a lender since it seems they are being discriminatory in their practices and have some predatory lending concerns.
Company Response: Closed with explanation
2017-09-11
Green Acres, FL
Struggling to pay mortgage
Mortgage: Home equity loan or line of credit (HELOC)
Company Response: Closed with explanation
2017-09-10
Mount Pleasant, SC
Incorrect information on your report
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-09-08
Millcreek, UT
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-09-06
CT
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: For more than a year, the XXXX XXXX XXXX XXXX website/XXXX XXXX XXXX website has not opened without problems. It has taken roughly 20-50 minutes each month for this website to open when it would open. Trying to pay my mortgage online from a device at home has been extremely difficult and time consuming, and sometimes, it was not possible to pay my mortgage online at all and I became late in payment because of their dysfunctional website. I spent about 2 hours on the phone with customer service over the course of several months trying to resolve my issues with their website not working. I used several different devices, browsers, and operating systems.
Last month, I became unable to login to my mortgage account at all. I called on a Saturday morning at XXXX XXXX for assistance and was told that the mortgage division was n't available. On a weekday, shortly thereafter, when I could get away from work obligations for a short time, I called an " escalation expert '' about this. She said this was a known issue. She said that " a lot of people were having this problem '' and she took me through several steps to try to resolve the problem as if this was an issue she dealt with regularly throughout the work day. She mentioned things like, " usually this works, your last reset was in XX/XX/XXXX which was before we ..., so you will require a reset to be able to access the system ... '' It was very obvious from talking to her that she did this several times a day and that this was an issue PHH was well aware of that was impacting many, many customers ability to access their accounts online. ( Their phone system states, press XXXX to reset your account, press XXXX for everything else ). These steps still did not allow me to login. I was on the phone with her for about an hour. I eventually, had to go back to work or lose my job, so I had to end the phone conversation before my issue could be resolved.
I called again on XX/XX/XXXX and spent another hour on the phone with XXXX XXXX who also could not resolve my login issue after several attempts. XXXX confirmed that I was charged at least one late fee and that I do not have a flawless payment history. This should not be the case. I have attempted to pay my mortgage on time every month, however the website did not always allow me to login.
In XX/XX/XXXX, it is reasonable for a consumer to expect to be able to login to a creditors website and pay what is owed online monthly within 3-5 minutes successfully without issues once their initial login is created and working. Each time, this dysfunctional website blocks me from being able to make a payment online, I am incurring interest charges for the unpaid amount. This is what I am most upset about. PHH Mortgage Services prevents me from making a payment online, then they profit from that fact by charging me a late fee and additional interest.
Company Response: Closed with explanation
2017-09-06
Finksburg, MD
Closing on a mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-09-05
Rocky Ridge, MD
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-09-04
Riverview, FL
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-09-01
Walthourville, GA
Struggling to pay mortgage
Mortgage: VA mortgage
Company Response: Closed with explanation
2017-09-01
Katonah, NY
Took or threatened to take negative or legal action
Debt collection: I do not know
Sued you without properly notifying you of lawsuit
Company Response: Closed with explanation
2017-08-31
Arlington, VA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: In XXXX, I was an XXXX XXXX member of the United States XXXX XXXX. During this period, I received orders for a Permanent Change of Station ( PCS ) from XXXX Florida to XXXX New Mexico to serve as the XXXX of the XXXX XXXX XXXX XXXX XXXX, XXXX SXXXX XXXX XXXX XXXX XXXX XXXX.
In XXXX XXXX, following my PCS to XXXX XXXX, PHH Mortgage Services initiated foreclosure proceedings against my property located at XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX. Although the foreclosure was initiated in XXXX, I was n't notified of any problems until after foreclosure actions were already in motion. More concerning, PHH continued to accept full mortgage payments even after they initiated legal action against me. None of the mortgage payments I made between XXXX XXXX and XXXX XXXX were applied towards my mortgage. Instead, all payments were directed to an escrow account where they remain today.
If you look at my mortgage history, you will see that I consistently paid my mortgage on time while stationed at United States XXXX XXXX XXXX XXXX in XXXX FL. As already recorded, the housing industry in XXXX crashed between XXXX and XXXX and it was impossible for me to obtain any type of rent that even came close to my mortgage payments. Having to pay rent in New Mexico in addition to paying my mortgage in XXXX was difficult, yet I managed the best I could. I paid every mortgage payment in good faith but some of the payments were delayed. The miscommunication began in XXXX when I combined the XXXX and XXXX payment together ( {$5000.00} XXXX. From this point on, none of my payments were applied towards my mortgage. In addition to the above payments, I made delayed payments for XXXX XXXX {$2500.00} XXXX, XXXX and XXXX XXXX {$5000.00} XXXX due to missed payments by my tenant in XXXX and a hospitalization in XXXX for XXXX ruptured discs in my back ( medical paperwork attached ). By XXXX, I thought I was back on track with an on-time payment XXXX {$2500.00} XXXX. Unfortunately, unknown to me at the time, PHH initiated foreclosure in XXXX only days after they had received payments for XXXX, XXXX, XXXX, XXXX and XXXX. In mid XXXX XXXX, I received a phone call from the tenant renting my condo that I had been served foreclosure paperwork. Thinking this was an error because I had made all my payments, I phoned PHH only to learn that the nightmare was real and they had initiated foreclosure. Only after I phoned to clear up any miscommunication was I served with foreclosure documents in New Mexico. Despite this setback, I continued to make my mortgage payments all the way up through XXXX XXXX. At this point, PHH was sending me physical checks back instead of applying the payments towards my mortgage. They refused to apply any funds in their possession towards the mortgage payments.
Today in XXXX, PHH Mortgage holds over {$24000.00} of payments intended to cover mortgage payments in escrow XXXX there 's a {$22000.00} surplus ). Three times after initial notification I attempted to reinstate the loan. The first time was on XXXX XXXX XXXX and the second time was on XXXX XXXX XXXX. Both times, PHH failed to accurately report that they were in possession of the payments they were seeking for reinstatement. Both times they were notified of this problem and both times they failed to adequately communicate the correct figures to the Florida XXXX XXXX XXXX ( See Attached ). The result, the reinstatement packages were thousands of dollars above the true amount required for reinstatement. Bottom line, PHH always provided incorrect numbers either out of incompetence or bad faith ... maybe both. Their sloppy book keeping, lack of interest or hostile intent prevented me from solving this issue early in the crisis through reinstatement which was my preferred method to obtain resolution to this matter.
In XXXX, I attempted to resolve this issue through a Florida State ordered mediation. Discussions collapsed after the PHH representative insisted that the mediator was " taking my side '' and terminated the meeting. Despite their many, many errors ... PHH continued to heap on interest, legal expenses, title fees, recording costs, process fees, etc. etc. This was ludicrous because PHH was adding fees to payments they refused to accept. In XXXX XXXX, I made a third attempt to reinstate the loan only to learn that an additional {$45000.00} had been piled on destroying any chance I had of reinstatement. At this point, my only hope of saving my home was the court or loan modification. I preferred the loan modification option but PHH had a different opinion. They rejected every loan modification package I submitted and I submitted several.
Today in XXXX, almost XXXX years after this battle began I continue to try to resolve this issue and PHH continues to heap on interest and fees while showing no intention of resolving this matter in a mutually beneficial way. Their latest payment figure include {$130000.00} in interest, a {$5800.00} escrow advance despite a {$24000.00} surplus in escrow and a {$7600.00} recoverable balance ... etc. etc. The total amount to resolve this issue? {$440000.00} on a property I purchased in XXXX for {$330000.00}. This interest, these fees and these penalties are neither reasonable nor moral.
Today XXXX XXXX XXXX, I attempted to resolve this issue XXXX more time by proposing a settlement. I asked PHH to reduce interest, penalties and fees to under {$350000.00} to enable me to sell my condo without the need for a short sale. Since XXXX my credit has recovered to a respectable score of XXXX. In return, I would guarantee PHH would receive a minimum of {$350000.00} for my unit ( if it was less I would make up the difference, if it was more they could keep the additional money ). This is a fair deal.
I was disappointed by their lack of willingness to entertain this solution. They did n't even take the time to send a representative with decision making authority.
So, I spoke a lot about the money PHH wants to resolve this issue. Let me speak a little about this dollars I 've sunk into my home. {$110000.00} in payments made, {$53000.00} HOA payments XXXX HOA paid in full ), {$25000.00} in XXXX XXXX taxes ( out of pocket, fully paid ) and attorney fees {$10000.00} plus. All-in-all, {$190000.00}. This may not seem like a lot of money to PHH but to me this is all I have. Throughout this battle, I 've paid every single cent to everyone that would accept my payments. I would have paid PHH every single penny as well IF they would have accepted them. Let 's be clear PHH is a loan servicer that makes more money on a foreclosure then they do on reaching an agreement. They are not interested in working with their customers to find a solution ... they are the problem, and that 's unfortunate.
Company Response: Closed with explanation