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 4
2019-06-12
Cordova, TN
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Recently my mortgage loan was transferred from XXXX XXXX XXXX to a company it purchased and now owns called PHH Mortgage XXXX. I was only two months behind and not at risk of foreclosure since XXXX did not foreclose until the loan was 89 days past due.
Today, on XX/XX/2019, I contacted PHH Mortgage XXXX to notify them I would make a payment on tomorrow. I spoke with relationship manager named XXXX. XXXX informed me that PHH would reject the payment I make on tomorrow. I asked why. Per XXXX my loan was now showing for five months due instead of two months due.
I asked XXXX how could that be since every month I made a payment I would call XXXX and speak with XXXX about the payment and I was always told I was two months due. XXXX also showed this information on my online account as well as in reports to the credit bureaus..
I found out that PHH Mortgage XXXX, upon recieving my loan, went back and removed all prior modification agreements which has put me in foreclosure. I had dealth with this same issue for years with XXXX. They would make a modification agreement and suddenly out the blue it would disappear. Their relationship managers ( who are nothing but Hardcore collection agents who use a mix of threats, intimidation, coercion and fear tactics XXXX would then try to hurriedly get the person to send thousands.
The relationship manager isn't a relationship manager at all. They are as previously stated nothing more than a hardcore collection agent whose base pay is a mix of commission.
This is why everytime I call in every other PHH agent refuses to speak with me and they say only the 'relationship mgr ' can talk to me. Again he's a collection agent.
Well, XXXX informed me that when I made my payment to PHH I gave PHH permission to remove all prior loan servicing agreements. Or something similar. This isn't true. I paid PHH because when I tried to pay XXXX the payment was rejected as XXXX had transferred the loan and XXXX had advised me that I had to send my loan to PHH.
I never gave anyone permission to strip my loan of the payment agreement. It was the only way I have been able to keep my home.
I asked to speak with XXXX 's supervisor and I ended up speaking to someone named XXXX who said she was a supervisor and she said that PHH Mortgage XXXX did not have to honor any past agreements or loan terms with the previous servicer.
So PHH decided they would put me immediately back in foreclosure. Without Notice. By making all past due payments, even those payments XXXX had rolled to the back of the loan, now suddenly due and owing.
I told her this was not right. It's a cruel thing to do to someone and it shows me that PHH is putting profits over homeowners.
I need someone to step in. I can not escalate at all when I call PHH. I get a lot of push back. No one ever returns calls. 98 % of PHH agents won't speak to me at all on my loan directing me to one person whose rarely there and I can never really reach them.
Please help me. PHH needs to honor all previous agreements as XXXX 's paperwork stated they would.
Company Response: Closed with explanation
2019-06-12
Clarkesville, GA
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: Yes I pod my house in full via wire transfer from XXXX XXXX. XX/XX/XXXX I kindly requested a letter showing I paid off my mortgage. Instead they are sending me to collections and not taking my online account and zero it out. I did get a fax with the payoff ran to the bank made sure wire transfer was done. Keep getting XXXX call center then transfer after average of 1 hour. I need letter for my realtor and my insurance company and they need to update as promised all my credit bureaus
Company Response: Closed with explanation
2019-06-12
Charlotte, NC
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My mortgage is serviced by XXXX XXXX PHH Mortgage Services. I have been attempting to make a payoff payment, but the practices of XXXX and/or PHH Mortgage Services is preventing me from doing so due to : 1 ) The online payoff payment statement functionality is broken, producing an error. There is no way for me to obtain this through the self-serve options online.
2 ) I called the telephone servicing representative and informed them to send me the payoff payment statement. The representative has no capability to deliver this information directly over the phone ; it is only available via fax and postal mail. I requested the information both via fax and mail, but also experienced issues 3 ) The fax was never received 4 ) I informed the phone representative that the property address they had on file was incorrect due to a misspelling in my street address. That spelling mistake was never corrected. I believe that due to this, I have not and will not receive a payoff statement via mail The practices of these two companies result in continued interest compounding on my mortgage and I have no way to make a payoff payment.
Company Response: Closed with explanation
2019-06-12
Jacksonville, NC
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-12
Bradley International, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-12
Las Vegas, NV
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I fell behind on my mortgage so I hired an attorney to assist me in applying for assistance. My attorney provided PHH/XXXX with everything they needed on XX/XX/19. Complete loss mitigation application and financials. My attorney has been calling now since that date and the phone originally would not pick up. It said they have technical difficulties. I have a notice default and my home is scheduled for foreclosure soon. My attorney says there is RESPA Law Regulation X that requires a servicer to respond and review my request within 30 days. It has now been over two months and no response. They are in violation of RESPA law and this is not fair and illegal.
Company Response: Closed with explanation
2019-06-12
Chicago, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My father passed away on XX/XX/XXXX. There was no will. I informed his mortgage servicer, XXXX, on or about XX/XX/XXXX. At that time, they requested various documents -- death certificate, etc., which I submitted via the e-mail address they provided me. Nevertheless, the company proceeded to foreclose on the home. I paid {$6400.00} from the estate on or about XX/XX/XXXX, to reinstate the mortgage, and I set up auto-pay to keep the mortgage payments on track. The first automatic payment of {$760.00} occurred on XX/XX/XXXX. Around this time, XXXX informed me by mail that the mortgage was being transferred to PHH. Also around this time, I was informed by mail that the lender placed insurance was cancelled. In correspondence dated XX/XX/XXXX, PHH informed me by mail that it was attempting to collect a {$1100.00} " collection cost. '' This is a bogus charge. I have tried on multiple occasions to speak to customer service. After hold times of 20+ minutes, I give up. I am unable to access the PHH online system and have been unable to get through to technical support due to excessive hold times. On XX/XX/XXXX, I sent an e-mail laying out my concerns to two e-mail addresses that were contained in correspondence. I have received no response. I have accepted an offer to sell the house, and I don't want issues with the mortgage company holding up the sale. Monthly payments continue to be withdrawn from the estate account although the payment amount is now {$730.00} for reasons unknown to me.
Company Response: Closed with explanation
2019-06-12
Coalinga, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have had YEARS of trouble working XXXX mortgage now PHH. I'd like to SPEAK to a loan servicer regarding a refinance and/or mortgage pay off. I DO NOT want to go online and gather information but SPEAK to a human being and ask specific questions and get specific answers. That said, I've waited a total of 2 hours and 5 minutes over the last 2 days to speak to someone. According to PHH, there is, " a high volume of calls so the wait time will be lengthy. '' REALLY?? over two hours?? People have to work and not wait to speak to someone!!! Of course, if one was NOT to pay their mortgage, I'm certain they would be banging down the door to get paid. This company has been a thorn in my side for years because the lack of being able to quickly and directly talk to someone regarding very important finances. I recommend that NO ONE should ever have their mortgage serviced by XXXX/PHH, but then again, mortgages are often sold and consumers don't have a choice in the matter. This has been the WORST financial company I have ever dealt with and they should be ashamed about how they treat their customers.
Company Response: Closed with explanation
2019-06-12
FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My mortgage company, XXXX, changed to PHH Mortgage. PHH never answers the phone XXXX and I cant make a payment on line until after I make a payment online. I submitted a complaint to them online regarding getting my escrow information and they took over a week to unsatisfactorily get back to me. I believe XXXX has made this change to purposely cause people to not be able to make their mortgage payments on time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-11
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-11
Lewiston, NY
Applying for a mortgage or refinancing an existing mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-06-11
Cary, IL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-11
Guthrie, NC
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-11
Tucson, AZ
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2019-06-11
Galena, OH
Trouble during payment process
Mortgage: Reverse mortgage
Complaint: They are trying to make me pay them for a homeowners policy while I carry my own policy. Theirs may be more expensive and have lesser coverage. When I originated the loan I agree with another company that I would carry the insurance. Since the loan in six months has been sold to them I am being hounded over insurance and they want to force additional costs onto the loan. I see where law suits have been brought in Massachusetts over this issue
Company Response: Closed with explanation
2019-06-11
Hamburg, NY
Trouble during payment process
Mortgage: Other type of mortgage
Complaint: XXXX sold my account or transferred my account to PHH mortgage services.
I received a letter end of XXXX. In XXXX I would have to start making payments to PHH. In XXXX and XXXX I struggled to bring my account current.
In XXXX I went to pay at XXXX XXXX but my account was not merged to PHH.
I paid to ocwen and the fee was set to {$16.00} as to {$2.00} per transaction.
On the statement it said I pay {$590.00}.
My Property tax is {$2500.00} and school tax with star program is {$1800.00} and Insurance is {$640.00} total of {$5000.00} escrow {$420.00} Now PHH has put the mortgage payment as XXXX escrow at {$490.00} total in 12 months {$5900.00}.
over $ XXXX Not only that my account has not been updated in the system and have charged me for inspection and also sent a notice of additional escrow.
I have been in this house for 17 years.
I think it is fair to be told how they come up with that figure of {$660.00} stop the threat calls and robo calls.
False escrow calculations.
Company Response: Closed with explanation
2019-06-11
San Tan Valley, AZ
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-11
Oxford, GA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with non-monetary relief
2019-06-11
Clermont, FL
Trouble during payment process
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: As of XX/XX/2019 PHH Mortgage Services purchased my HELOC loan from XXXX. I was informed of this in writing prior to XX/XX/2019. The communication I received informed me that nothing would change and my loan would continue to be serviced. On XX/XX/XXXX I contacted PHH Mortgage Services because I was not able to pay my mortgage on line. I was informed everything would be fixed by XX/XX/XXXX. It is now XX/XX/XXXX at XXXX EDT and I have been on hold with PHH Mortgage Services for XXXX waiting for the correct person to answer. I originally called the phone number posted all over the website and XXXX told me that I have a HELOC and I called the wrong number. I told him that was the only number and that all I wanted to do was pay this months payment so that interest wouldn't keep adding up. He informed me that he couldn't do anything with HELOC mortgages. However, when I called on XX/XX/XXXX, the same exact number, the person was able to tell me all about the XXXX transfer process. I asked to speak with a supervisor and XXXX eventually came on the line and informed me that there was nothing he could do. My only option was to be transferred back in to the queue and wait for someone else to take the call. I told him " Why can't you get someone to help me? '' After much discussion he informed me " It's the policy ''. He did admit that the agents and supervisors are all in the same room as him but policy is policy.
While I understand that they claim there are no late fees or negative hits to your credit score for 60 days, they are continuing to charge over 8 % interest on the outstanding balance. This balance would have been decreased and the amount of interest would have been reduced had they taken the payment when I wanted to pay them. It doesn't seem fair to the consumer for a mortgage company to be allowed to refuse to accept payment but then continue to charge interest on the outstanding balance. They are unfairly advantaging themselves by refusing to let consumers pay in a timely manner.
Then to refuse to address the issue or provide any tools or resources for the consumer to be able to correct this injustice doesn't seem fair. It may only be {$50.00} or {$60.00} to the consumer but when you add it up for all of their loans they are making a LOT of money by refusing to accept payment from the consumer. I feel that this type of practice should be illegal. If a company is not able to process a payment in a timely manner they should also not be able to charge interest on the outstanding balance until they can accept payment on that loan. Their is no incentive for the lender to take money from consumers who regularly pay their bills on time to quickly provide methods for them to pay their bills. The lender has all of the upside. The regular paying customers will still pay but will also pay them additional interest.
It's now XXXX and I'm still on hold waiting to speak with someone to take my payment! It is now XXXX and after exactly 4 hours the call was disconnected.
I know this agency was set up to help the consumer have a voice against the misdeeds of the large lenders. I hope this is something that you will actively investigate. If legislation needs to be passed to protect the consumer from these types of abuses I would be glad to start contacting people in Congress to urge them to help the consumer to be treated fairly.
Company Response: Closed with explanation
2019-06-10
Roswell, GA
Trouble during payment process
Mortgage: Home equity loan or line of credit (HELOC)
Company Response: Closed with explanation
2019-06-10
Round Rock, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-10
N San Juan, CA
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: Our home was destroyed XX/XX/XXXX in the Camp Fire of XXXX, California. Our loan was through XXXX. We had a deferment in place so that we could use our mortgage payment on hotels/rentals while trying to figure out our next step for our family of four. Mid-way through the deferment, our loan was transferred to PHH from XXXX. The deferment was initially lost by PHH and we received late notices. We tried several times to reach PHH to no avail. We were assigned a manager, who proved very difficult to contact. By the time contact was actually made, PHH had changed the terms of our deferment, and we were told we had to pay three months of mortgage payments in one lump sum to avoid credit reporting ( we have exemplary credit ). We pulled money out of savings and made the payment.
For three months, we tried to work with PHH on a settlement. Our insurance covered {$120000.00} of our {$170000.00} mortgage, leaving us owing {$50000.00} on a pile of ash, in a town almost completely wiped out by wildfire, in a federal disaster zone where no one is allowed to even park a trailer until cleaning is done by FEMA. We explained all of this, over and over, to PHH. We asked that they work with us to reduce our mortgage payments, to accept the insurance check, to accept a settlement since there is no longer a house on our land. Twice our packet was marked complete and we were told we would have an answer within 30 days, only to have the packet marked incomplete at day 28 and the process would start over. Throughout all of this, we have made our mortgage payments on our debris pile out of fear we would be dragged through foreclosure ( PHH sent notices every two weeks that foreclosure was possible ). In XX/XX/XXXX, PHH let us know that they would not grant any kind of assistance with our mortgage payment, as we did not qualify because we did not have a primary residence ( our home is GONE ) and because I lost my job in the aftermath of this disaster so we wouldn't be able to pay a modified payment ( but we are still paying $ 1560/month to PHH on a home no longer there ). We are paying rent and a mortgage and struggling trying to provide a place for our two children.
The last straw came this week. We have been trying to get PHH to take our insurance check for {$120000.00} for weeks. Because the home was a " complete loss '' PHH will not endorse the check. They will keep it and apply it to our mortgage, or they will parse it out as they see fit. Our contract to build a new home for our family necessitates a payment of {$99000.00}. If PHH would endorse this check, these funds would be available and we could begin to rebuild. I filed a request for an exception asking for the endorsed check so we can rebuild. Today we were denied a final time.
We have always been prompt in our payments. Our home was lost through no fault of our own. Our town was wiped out in a wildfire and is a federally declared disaster zone. A PHH representative informed me that PHH would prefer to foreclose on our property ( which we have paid into since XX/XX/XXXX) because we had mortgage insurance. If we foreclose, their company would receive the full amount of our home. The representative indicated that PHH was not interested in working with us on a repayment plan or any form of settlement, because they will get their money regardless. We will just be homeless without any hope of ever rebuilding on our land. I have never been as disgusted with a company in my entire life. Our town is gone, our home is gone, and PHH would rather foreclose on a family trying to restart and rebuild than to work with us in any way. It's utterly despicable.
Company Response: Closed with explanation
2019-06-08
North Hills, NC
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I received a notice in the mail from my mortgage servicing company ( PHH Mortgage Corporation ) in XX/XX/2019 with instructions on how to limit sharing of personal information. The letter was ( 3 ) pages long with sections titled Facts, Who we are, What we do, Definitions & Other important information. The first page included an automated number to call to limit sharing where legally allowed ( 3 of the 7 categories ) as well as a number to call with questions. There were no other pages in the notice & nowhere on the ( 3 ) pages was there a mention of a written request being required in order to limit sharing. ( FYI - I do not live in VT, CA or ND - I wish every state protected its residents by requiring opt in instead of opt out, as these states do. ) I called the automated number shortly after receiving the letter in order to opt out of sharing wherever possible. I went through the entire menu ( verifying my loan & identity ), then received a message that " this service is not available for your loan. '' Since my loan had been part of the merger/reorganization with XXXX & PHH several months prior, I thought they may be slow getting it into a new system.
I called the automated number again this Friday ( XX/XX/2019 ) & received the same message. I followed up by calling the other number listed on the letter, which is only available during weekday business hours. After again going through a long menu, I was able to speak to a customer service rep & communicated my request to opt out of sharing. She first indicated that I would need to send in a letter ( generated by me ) outlining my request. I told her this didn't make any sense & wasn't indicated anywhere on the letter I received. She put me on hold to " verify facts '', then came back & told me I needed to mail back a form that would let me opt out. I again told her I had never received such a form ; the only notice I had was the one indicating this service was available by phone. She continued to provide inconsistent information, now saying the notice I received was from XXXX, not PHH. ( The first line in the letter I received was " What does PHH Mortgage Corporation do with your personal information? '' ) At this point I had been on the call over 20 minutes & needed to leave for work. I repeated my desire to opt out of sharing & requested any forms necessary to do this be sent to me as soon as possible.
I have no confidence that PHH will respect my repeated request. It is impossible to see their opt out process as anything but an overt attempt to retain their ability to sell the information of those whose loans are being serviced. They have made the process as difficult as possible in order to subvert the desires of consumers & their clear legal obligations under federal law.
Company Response: Closed with explanation
2019-06-08
NJ
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: XXXX moved my loan to PHH and the modification which was approved was taken away. Also the amount of the modification is unreasonable.
There is no one to speak at this company and it is not fair
Company Response: Closed with explanation
2019-06-07
Oak Grove, MO
Fraud or scam
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/2019, a wire check in the amount of {$120000.00} was sent to PHH Mortgage from XXXX XXXX to close out my loan with them.
On XX/XX/2019. PHH Mortgage withdrew {$1000.00} from my checking account to cover a payment that should not have been made as the loan had been paid in full.
I contacted PHH and XXXX XXXX on that day to voice my concern. XXXX XXXX from XXXX XXXX has been working with a person named XXXX from PHH to resolve the issue.
PHH claims that they never received the wire transfer and has yet to resolve the issue.
It has now been 5 business days and I have not been reimbursed my {$1000.00}.
You can reach XXXX XXXX from XXXX XXXX at XXXX XXXX at PHH XXXX Myself XXXX XXXX XXXX.or XXXX My Account number at PHH is XXXX
Company Response: Closed with explanation