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 24
2017-07-16
Spencer, MA
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2017-07-13
Arlington, VA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: PHH Mortgage crediting of checks is delayed and received date in their system of record is incorrect. Mailed XX/XX/XXXX payment USPS Priority tracked mail on XX/XX/XXXX . Priority mailed was delivered by XX/XX/XXXX . Check had not cleared by XX/XX/XXXX . Concerned, I called the customer service line the next day. The rep told me the check would be posted that day, XX/XX/XXXX . The rep also told me that PHH Mortgage date of receipt of the check was their processing date, XX/XX/XXXX . Fortunately this was within their grace period. I asked the rep to refer my comment to the supervisor -- the date of receipt is the date the mailed check is DELIVERED to PHH Mortgage, not the date PHH Mortgage chooses to process it. PHH Mortgage 's lag in posting checks is consistent ( a week or more after documented USPS delivery date ), although this was the worst incident , 2 w eeks, perhaps due to XX/XX/XXXX holiday. I feel COMPELLED to pay fo r USPS priority postage and tracking in order to be able to prove that I paid on time, given PHH ' s track record of slow processing. It is frustrating and should be unnecessary.
Company Response: Closed with explanation
2017-07-13
Schenectady, NY
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: PHH Mortgage of XXXX. XXXX, NJ had stated that they sent a check for an escrow overage. I never received the check from PHH. I contacted PHH a few weeks after I did not receive the check and they stated they would have a new check issued. I waited another 14 days and contacted PHH again. At that time PHH told me my loan was paid off, it was not paid off as my loan was just opened a year ago. I told PHH that my loan was still open and that I wanted my escrow disbursement. PHH then told me that the check sent for the escrow overage was " cashed. '' I stated that I did not cash the check. PHH then told me they would send me a copy of the cashed check in 7-10 days. After not received the supposed cashed check I contacted PHH again. PHH again stated that they would send the cashed check. I have not received the cashed check or the check that was not cashed. They have been a nightmare to work with.
Company Response: Closed with explanation
2017-07-09
Omaha, NE
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
Company Response: Closed with explanation
2017-06-29
Lakesite, TN
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-06-29
Las Vegas, NV
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-06-29
Passyunk, PA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-06-28
New Lenox, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-06-28
IN
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Plan o f Reorganization ( the " Agreement '' ) was approved by United States Bankruptcy Court e ffecti vely XX/XX/XXXX . I am now on my XXXX servicer effective XX/XX/XXXX . The first XXXX servicers, PHH and XXXX , respectively refused to acknowledge or abide by the Agreement as set forth. The have returned payments, refused payments, sent inaccurate year end reporting and escrow accounts in spite of persistent emails, phone calls and direct mail correspondence outlining specifically the agreement. XXXX I have been unable to sell the property because they have refused to give me a payoff amount. XXXX I cant afford my Bankruptcy attorney to pursue this. I have included a lot of correspondence that will back up my claim
Company Response: Closed with explanation
2017-06-26
Portland, OR
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: My mother became ill with XXXX, and was living with me during her treatment. I believed her mortgage was on an autopay system through her bank because all of her other bills were arranged that way. She XXXX on XXXX XXXX, 2017, without a will. Shortly after her XXXX, she received notices in the mail that she had missed a payment. In XX/XX/XXXX and XX/XX/XXXX, I tried to contact the mortgage company in order to keep the mortgage current until we can sell the property. The company will not provide me with any information at all on how to keep the mortgage current, where to pay, how much to pay, etc. I have sent several payments to the company, with what I think are the right amounts and to the right spot, but foreclosure notices keep coming in the mail. It is like they are intentionally trying to foreclose on this property without even giving me the chance to make payments until I can sell the house.
Company Response: Closed with explanation
2017-06-24
NC
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-06-23
Yorktown, NY
Closing on a mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-06-23
Bremen, GA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Greetings, I am in desperate need for help. I have been attempting to do a short sale since XXXX 2015, it would be a complete payoff for PHH Mortgage if theyd postpone the foreclosure ; it is ridiculous that theyd forego a full payoff to pursue foreclosure. I am trying my absolutely hardest to get the mortgage company to postpone the foreclosure. The mortgage company, to me, arent doing what the government says the lenders should do to provide foreclosure alternatives to homeowners. I have submitted paper work every time they ask in a timely manner multiple times over. Please help me with getting the mortgage company to postpone the foreclosure. Best regards,
Company Response: Closed with explanation
2017-06-19
San Antonio, TX
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: I lost my first job in XXXX and was put on a modification since I had found another job that paid {$10000.00} per year less. After months of working with PHH my mortgage company we worked out a modification. After PHH took my last payment during my modification they did not apply it to my account in time, even though they received it in time. I filed a complaint and that was rectified. I then had to do another modification, after months working with them, we set up a modification. I was then making my payments when I lost my job on XXXX / XXXX / XXXX . I asked what to do and was told to refile for modification. I did and was turned down stating I needed to do a forbearance. I refiled stating forbearance and received a letter on XXXX / XXXX / XXXX that I inadvertently checked self employed instead of employed. I could not afford to fax anymore so I corrected it and mailed the correct copies. I did not hear anything so I called and spoke to XXXX XXXX on XXXX / XXXX / XXXX who told me they never received it so she gave me the email address. I resent everything via email. Then I spoke to XXXX XXXX on XXXX / XXXX / XXXX who told me he never received the email. It appeared I received the wrong email address so I re mailed it that day. On XXXX / XXXX / XXXX I get a letter from an attorney representing PHH stating my house is going on the block for foreclosure on XXXX / XXXX / XXXX . I spoke to XXXX XXXX on XXXX / XXXX / XXXX who said he will make sure they have everything since that day is the deadline. No where in my letters was there a deadline mentioned and I worked as fast as I could to get all the information needed to PHH. I then spoke to XXXX XXXX who stated it may be too late but he could not guarantee anything and will have XXXX XXXX or his manager call me on XXXX / XXXX / XXXX when it will be too late. I am XXXX XXXX XXXX and XXXX and this is how PHH treats people? I am actively looking for a job even jobs not in my field so I can get employed.
Company Response: Closed with explanation
2017-06-16
Fertility, PA
Closing on a mortgage
Mortgage: Other type of mortgage
Complaint: We began the refinance process with PHH Mortgage in 2011. Over the course of 6 months PHH continuously stalled the process. An employee with PHH consistently failed to inform me that she did not have the required documents from the bank and when she did tell me it was too late to get the documents before the fixed rate offer expired. It was clear to me that the company was stalling so that I missed the date. After 5 months of their stalling, the told me the only way that I could get the original rate was to pay an extra point, which amounted to {$2300.00}. When I complained, the sent me an apology and a {$500.00} refund. I would like the remaining {$1800.00} dollars and I have documentation showing the delays were caused by PHH. Additionally, I was told by someone at PHH that my service rep had left the company and that is why the process did not work for me. In my opinion, PHH Mortgage intentionally delayed processing my paperwork and incorrectly blamed the delay on my bank in an effort to charge me more points. I believe that they did this because interest rates rose sharply immediately after I started the process but after I had locked in my rate.
Company Response: Closed with explanation
2017-06-16
Portland, OR
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: PHH Mortgage states in its loan documentation, " any application of payment, insurance proceeds, or Miscellaneous Proceeds to principal due under the Note shall not extend or postpone the due date, or change the amount, of the Periodic Payments. '' Unfortunately, this wording in the Deed of Trust is inconsistent. For example, by making an additional payment to principal and keeping the monthly periodic payment constant, the loan will be paid off before the maturation date of the 15-year loan. This means that many of the latter Periodic Payments will not need to be paid ( becoming void ). Thus, their due dates will effectively be brought closer to the present day, meaning their due dates will have changed ( violating the provisions of the loan ). Alternatively, with the loan having been paid off early, these last periodic payments ' amounts will have been decreased to XXXX , and thus the amount of these particular periodic payments will have changed ( again, violating the provisions of the loan ). As you can see, either of these interpretations results in violating the provisions of the Deed of Trust. Therefore, because of the poor wording of this provision, any additional payment applied to the loan will result in this provision of the Deed of Trust being violated. <P/> I should not be penalized or restricted if the Deed of Trust was not worded properly or competently. The poor choice of words should also not allow PHH Mortgage to force me to utilize how the Periodic Payments are to be revised when I make an additional payment. In my case, I wanted the Periodic Payment amounts to be reduced and the due dates not altered in any way, but PHH Mortgage insisted that the Periodic Payment amounts be held constant and the due dates of many of the Periodic Payments erased ( or the amounts of the latter Periodic Payments changed to XXXX ). Why should PHH Mortgage be allowed to pick how the additional payment is to be applied, and to charge me {$300.00} if I want the payment to be applied the alternate way? It was PHH Mortgage 's error in wording, and yet I am to pay the penalty for their incompetence? Because of this, I believe it is only right that PHH Mortgage be assessed their charge of {$300.00} because they chose to alter the Periodic Payments to their liking and advantage. Further, since they unilaterally made this decision without my knowledge, they need to compensate me an additional {$300.00} because of the financial harm done to me when the full Periodic Payment amounts continued to be automatically withdrawn from my bank account after I expected them to be substantially reduced -- I had to scramble and perform non-ideal money transfers to make sure my checking account was not overdrawn and bouncing checks with my other creditors, possibly damaging my standing with them and my general credit rating. <P/> PHH Mortgage has demonstrated their sloppiness in handling my loan in many other ways. PHH Mortgage suddenly stopped sending out monthly mortgage statements ( to all of their clients ). Instead, they started sending out emails that referred to digital monthly statements on their website. However, there never was a comprehensive, itemized statement provided on the website. ( My wife 's attorney asked for such a statement, but I could not provide it. ) That glitch was fixed late last year, and bec ause of complaints that customers did not have access to any monthly statement, they resumed sending out paper statements in the mail. Are n't there regulations stating minimum requirements for the lender to inform their mortgagee of the status of their loan? What penalties does a lender suffer when these requirements are blatantly and significantly violated? <P/> What is even more disturbing than the sloppiness and error-prone practices of PHH Mortgage is their attitude when a client exposes their practices and inadequacies, and complains about the harm done to them. They deny any wrongdoing, and make it clear that they intend to continue on without any corrective action. Please do n't allow them to do this. Please incentivize them to clean up their act!
Company Response: Closed with explanation
2017-06-08
Sarasota, FL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I NEED HELP. My complaint is with my mortgage company PHH Mortgage. <P/>In XX/XX/XXXX I began to have a financial hardship. I have a sick parent and XXXX XXXX XXXX grandfather and I had to leave my residence temporarily and stay in there home in Florida to help them. Due to this I was unable to pay my Mortgage in XX/XX/XXXX and XX/XX/XXXX and I feel like I was set up to fail by my mortgage company, now I am in jeopardy of losing my home. When i called to find out my options I was given a phone financial interview which I was told I pre-qualify for assistance, and advised to do a financial assistance package in order to apply for assistance. This seemed normal because over the course of my loan since XX/XX/XXXX I have had three other hardships and this seems to be standard operating procedures. At no time was I ever given any information about the requirements or rules by the lender of a modification. So I emailed the documents and waited for a response. I called to follow up every few days because I am away from my home and could not receive my mail. I received a phone call by my mortgagee company saying congratulations I have been approved for a loan modification and that my payments would be reduced for 6 months during the trial and after that is complete my payments would return close to the original payments and the past due would be put on the back end of the loan, again going through this three times before everything seemed appropriate. I began making payments as agreed ( payments were called in and paid over the phone ). I made 5 payments as scheduled and in XX/XX/XXXX I called to find out what my new payment would be after the modification. I was then informed I was not on a trial modification I was on a unemployment forbearance and I would be required to do a balloon payment and pay everything past due including the 6 months while I was on the forbearance. As you can imagine when I finally got a understanding of what my situation was i was very upset. i was told by PHH Mortgage ( my Mortgage company ) that my only options are to re-apply for assistance which I did in XX/XX/XXXX. I filled out the financial package again and on XX/XX/XXXX was called by my case manager XXXX XXXX ( who I have n't spoken to the entire time I was on this so called forbearance ) and informed I was denied for the modification because the months past due are greater than allowed I could n't due this other option that was available because I have three prior modifications and my only options are short sale, pay the past balloon payment or give the home to the mortgage company in lieu of foreclosure. I was never told by any agents of the company anything about only being able to do three modifications, if that 's the case then I should have been informed that during the process of my third modification.I feel like I was purposely given incorrect information to sabotage my loan so I give it to them. My financial situation has changed and i am working and in a better situation. I need help! Please assist me in getting a long term solution to this short term problem.
Company Response: Closed with explanation
2017-06-08
Jolly Acres, SD
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2017-06-07
Euclid, OH
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-05-31
Brandywine, NY
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I am a XXXX XXXX XXXX XXXX helping a client get a modification on his mortgage. The servicer is PHH a nd I have had continued problems with them regarding this case. My client recently started receiving XXXX . W e sent the servicer the award letters showing how much he will be receiving. We also sent him an explanation letter stating that he applied for direct deposit but that it would take some time before it would begin to show in his bank account. In the meantime we showed that the client was depositing his check into his account every month. His direct deposit just started in XX/XX/XXXX . PHH keeps in sisting that they nee d two months worth of deposit from Social Security. We have submitted a fully documented hardship request along with a third party authorization. The servicer keeps sending out missing docs information for the same documents that have been submitted. The most recent package was sent XX/XX/XXXX of this year. Soon after they received it, they sent back the missing docs letter asking for information that was already sent. My client has XXXX XXXX and he is on XXXX . He would not be able to tackle this issue alone, so I am advocating for him. Now with his income he is able to pay his mortgage, b ut PHH is mak ing it really difficult for him to get a modification. My client has a lawyer from legal project working on his behalf as well. This has been going on for several months and it has gotten to the point where I just needed to make a complaint.
Company Response: Closed with explanation
2017-05-31
Belmar, NJ
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-05-31
Cooper City, FL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-05-31
Watkins, CO
Trouble during payment process
Mortgage: FHA mortgage
Complaint: In XX/XX/XXXX I purchased my home with PHH/XXXX XXXX with my father as a cosigner due to the high value of real estate in my area. All payments were made on time and at or greater than minimum requirements through XX/XX/XXXX at which point in time I refinanced my loan and once again chose PHH as my loan provider. This was done to take advantage of greatly reduced interest rates that became available and once again my father cosigned on the loan. <P/>The area I live in is in the mountains of Colorado and as such there is no door to door mail service because of the large amounts of snow we receive. As a result all postal service is conducted through PO Boxes only. During the paperwork process for the refinance both my father and myself were told to use the property address ( no mail service available at the property address ) as both the physical and mailing addresses to " simplify the approval process ''. We were informed that after the loan has closed the address would once again be updated to the correct PO Box on file ( the same address used in the first loan ). We followed as we were told and signed all documents using only the physical address. <P/>From XX/XX/XXXX through the middle of XX/XX/XXXX payments were once again completed on time and at or above minimum requirements. On or about the middle of XX/XX/XXXX PHH Mortgage decided to impose their own insurance onto the account. I do not know why this was done as the property was fully insured at the time, and that insurance was not part of the mortgage payment ( it was made independently of any mortgage transaction ). However PHH sent mailings to the physical address of the property ( in theory as these mailings could not possibly be received due to lack of mail service ) to inform me of their insurance intentions. <P/>Insurance was added to the account, mailings were supposedly sent to the physical address informing me of this increase in monthly mortgage cost, but they were sent to an address that can not and never has been capable of receiving physical mail. <P/>In XX/XX/XXXX I logged into the PHH Mortgage website at XXXX to look at the payoff amount for the loan. I was dumbfounded when I looked at the information about late payments, late fees, and credit hits the site informed me about. This resulted in an immediate call to PHH and during these initial calls I immediately paid the past due amount to the agent on the phone. This same agent apologized for the errors that caused insurance to be added to the account, and stated that she would work with a supervisor to discredit the late fees and remove any credit fees caused by this scenario. However they needed to wait for the past due amount to apply to the account before they could eliminate the late fees and address credit reporting. <P/>None of the things this agent stated actually came to fruition. The late fees remain on the account. The negative credit reporting remains intact. In subsequent calls to PHH I have since been informed that my conversation with this agent was misconstrued. No late fees would be eliminated and all credit reporting would remain as is. However the company did in fact retroactively remove the incorrectly applied insurance premiums. <P/>Long story short, had the insurance not been added to the account there never would have been any late fee applied as I consistently paid on time and in amounts greater then the newly recalculated amount due ( after insurance double payment was removed ). <P/>My father has taken up with a lawyer as while he has never made a mortgage payment to PHH mortgage his credit was negatively effected by this scenario. This is my attempt to eliminate this legal action prior to its commencement and make all parties whole.
Company Response: Closed with explanation
2017-05-31
Manchester, NH
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Monthly payments for {$3700.00} have been paid each month. For the last 12 months, PHH has h ad consistent issues with listing an escrow on the account and it does NOT have escrow. Taxes and insurance are excluded in the monthly mortgage payment, paid separately by homeowner. As of XXXX XXXX , 2017 , PHH h as issued a letter threatening foreclosure and has returned my las t two payments. PHH is now claiming four months are past due.
Company Response: Closed with explanation
2017-05-30
AZ
Trouble during payment process
Mortgage: FHA mortgage
Complaint: The purpose of this complaint is to seek the mortgage servicer 's retraction of a credit reporting entry due to a payment processing error. On XXXX XXXX, I made a payment using the servicer 's online portal ( XXXX XXXX XXXX ) for the XXXX payment due. The payment was accepted via the portal, and I received a confirmation email. I received no further communication from the mortgage servicer until Saturday XXXX XXXX, when in the mail I received notice that the payment was past due. I immediately submitted a duplicate payment until I could troubleshoot the issue with the mortgage servicer 's customer service on the following Monday. On Monday, XXXX XXXX, the mortgage servicer through several calls to them advised that the XXXX payment was rejected due to them not being able to locate the checking account, despite this information being used several times previously. My detailed review of my checking accounts and my conversations with my banks did not reveal any transactions being presented by PHH, or any NSF fees / overdraft charges or other activity to suggest that XXXX XXXX conducted the transaction for PHH. Both accounts contained sufficient funds. I did not receive any contact or communication from PHH noting there was any problem with thXXXX XXXX payment until the XXXX notice, which was too late and had already reported to my partner 's and my credit. The XXXX payment was processed, and satisfied the XXXX amount due. I have never before been beyond 30 days late on this or any other mortgage. I faxed a detailed request reflecting this summary to PHH 's Credit Retraction Team on XX/XX/XXXX but have not received any response.
Company Response: Closed with explanation