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 8
2019-05-06
Royal Oak, MI
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-05-05
New Britain, CT
Trouble during payment process
Mortgage: FHA mortgage
Complaint: COMPLAINT ID XXXX Thank you guys for comprehensive explanation, but you explain mathematically.
The property tax is from XXXX to to XXXX next year.The city hall can not change while.
You change the property tax on XXXX XXXXBut property tax did not went up on XXXX XXXX.Why did you increase the tax in the middle of the year.What hapened.?
Second questuion.Can i pay for property tax and property insurance my self, without escrow account.Guys reminder you have transferred my mortgage three times no one.
Company Response: Closed with explanation
2019-05-05
MA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I contacted PHH Mortgage on XX/XX/19 requesting to remove the PMI from my loan. The loan to value ratio of my loan is now less than 78 % since the value of my home has increased in the last 7 years. On XX/XX/19, XXXX XXXX is refusrf to remove the PMI from my FHA loan because they will not accept a new valuation of the property. They have said, " New appraisals, which may show an increase in your original value, can not be considered. ''
Company Response: Closed with explanation
2019-05-03
Cotati, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-05-03
MO
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have had a mortgage with PHH Mortgage, administered through XXXX ( XXXX ) since XXXX. Throughout the entire life of the mortgage, I have made monthly payments through XXXX Bill Pay, where I have an investment account. Approximately 3 weeks ago I made the decision to pay-off my mortgage, so I used the loan pay-off amount from the XXXX website. The pay-off amount, as of XX/XX/XXXX was {$120000.00}. Since XXXX Bill Pay is limited to {$100000.00} daily payments, I scheduled a {$100000.00} payment for XX/XX/XXXX and scheduled the remaining {$21000.00} for payment on XX/XX/XXXX. The XX/XX/XXXX payment was confirmed by XXXX as : Confirmation XXXX. While PHH / XXXX confirmed the {$21000.00} payment scheduled for XX/XX/XXXX, they did not confirm receipt of the {$100000.00} payment.
I used the XXXX online customer service link to report this issue on XX/XX/XXXX ( # XXXX ). I received an email from XXXX at XXXX XXXX on XX/XX/XXXX promising a response within 24 hours M-F. I did not receive a response within 24 hours, as promised. I also follow up with XXXX to report the issue, and they advised that PHH refused to discuss the situation with them. On XX/XX/XXXX I called PHH / XXXX and reported that I was trying to pay off the mortgage, explaining that the {$100000.00} payment was never acknowledged, although the {$21000.00} payment was credited. The customer service representative did not tell me about any special processes required for pay-off, nor does the Pay-off application on the XXXX website advise of special payment instructions.
I contacted XXXX to stop pay on the initial {$100000.00} payment so that I could issue a new payment. Given the time-lag for XXXX to issue payments, I obtained a new pay-off amount for XX/XX/XXXX, which was {$1000.00}. Again, I entered a {$100000.00} payment to be delivered to PHH by XX/XX/XXXX with the remaining {$99.00} to arrive by XX/XX/XXXX. Finally, on XX/XX/XXXX I got a response to my XX/XX/XXXX report noting that their records showed that I had spoken with a customer service representative.
Once again, the subsequent payment ( {$99.00} ) has been credited by PHH / XXXX, but the XX/XX/XXXX payment of {$100000.00} has not been credited. Again, I reported the situation on the XXXX website ( # XXXX ), and again received an immediate email response at XXXX XXXX on XX/XX/XXXX promising a contract from customer service within 24 hours Monday - Friday. Finally, I received a response today ( XX/XX/XXXX ) referencing my contact on the first report and ignoring my report of this situation occurring a second time. When I tried to reply to the message to point out their mistake, the email bounces back as undeliverable.
It should be noted that my payments, through XXXX Bill Pay, are sent to a PO Box in XXXX, PA. Yet when using the XXXX customer service, all correspondence appears to be routed offshore, as I am corresponding with a representative named XXXX XXXX. If that is in fact true, how would Ms. XXXX have any personal knowledge of what is happening with the XXXX, PA mailbox?
Please note that for the first time, Ms. XXXX advised that I need to order a pay-off statement from XXXX. I don't know why I was not told this on the earlier telephone call. Further, when I go online to order the payoff statement as directed, the link does not work ( see error print-out, attached ).
Because PHH claims they didn't receive the first {$100000.00} payment, I was forced to send an additional {$99.00} in interest to pay-off the mortgage as of XX/XX/XXXX. Another payment of {$100000.00} was issued through XXXX Bill Pay ( Confirmation XXXX ), since the {$100000.00} payment has not been credited, my monthly mortgage payment of XXXX is due, and there will be even more interest due for some future pay-off date.
I would like for you to intervene on my behalf and see if you can find out why almost 6 years of monthly payments on my mortgage have been routinely credited, why payments of {$21000.00} and {$99.00}, issued at the exact same time as two separate payments of {$100000.00}, have been credited, yet PHH / XXXX deny receipt of either {$100000.00} payment.
Company Response: Closed with explanation
2019-05-02
San Antonio, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-05-02
Auburn, CA
Closing on a mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-05-02
San Gabriel, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: My mortgage was serviced by XXXX up until XX/XX/XXXX. Prior to that I had filled for a modification that was denied but was offered a repayment plan. My initial payment was {$5000.00} which I paid on either the XXXX or XXXX of XX/XX/XXXX. XXXX notified us that the payment was late because even though I made it on the date we agreed on, it was made after XXXX. They never told me it had to be in by a specific time, a date yes, but not the hour. They suggested we fill out the application again and that the payment would be returned. We reapplied and they never returned the payment. Shortly after, I got a letter in the mail indicating that our loan was going to be transferred to P.H.H. Mortgage on XX/XX/XXXX. Come XX/XX/XXXX I made numerous attempts to contact P.H.H. to get my loan back on track. They instructed me that they would " put in '' for a modification packet to be emailed to me. I received a letter thanking me for reaching out and provided contact information for my relationship XXXX. I tried on many occasions to reach my relationship XXXX with no luck. I get routed to a different relationship XXXX every time. They never emailed me the application instead XXXX weeks later the XXXX dropped it off at our home. I filled it out and emailed it back to them. I've been calling every day since XX/XX/XXXX twice a day sometimes three. I have all the names of who I spoke to and their agent I.D . number for reference they keep telling me to give them " one more day ''. Just today XX/XX/XXXX they told me to give them " one more day '' when my foreclosure date is days away. After getting extremely frustrated they suggested I talk the foreclosure lawyers ( XXXX XXXX ). Why did they wait this long to tell me to contact them? I called them and they told me to call XXXX and have them " expedite '' the application. I also offered to pay to bring my account current. P.H.H. told me to contact the lawyers for a " reinstatement amount ''. I contacted XXXX XXXX and they told me to contact P.H.H. for the reinstatement amount since they ( XXXX ) are working for them ( P.H.H. ) and that they need to send a reinstatement amount or the temporary stop on the foreclosure. I called P.H.H. back and informed them of what XXXX said and they said that they were mistaken. Now I feel like they purposely want me to lose my home. I've been doing all the necessary steps to avoid foreclosure and they've been giving me the run around giving me the wrong information. I don't know if its because I'm XXXX or they just don't care about their customers. I feel hopeless, sadden with their lack of help. I'm stressed, I can't sleep at night trying to find last minute solutions. I'm don't know what else to do but ask for your help.
Company Response: Closed with explanation
2019-05-01
Eastchester, NY
Trouble during payment process
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: On XX/XX/XXXX I received a " NOTICE OF SERVICING TRANSFER '' PHH Mortgage Services XXXX XXXX XXXX XXXX is now collecting the payments. XXXX will stop accepting payments received after XX/XX/XXXX PHH will collect the payments going forward. PHH will start accepting payments received on XX/XX/XXXX.
XXXX XXXX XXXX XXXX has joined forces, as a result, XXXX will be consolidating all mortgage accounts uner one company, PHH MORTGAGE SERVICES.
On XX/XX/XXXX XXXX Reported on XX/XX/XXXX a balance of {$120000.00} Direct Dispute/ XXXX XXXX Item Result Result : Deleted XXXX has deleted the account or record from you XXXX credit report.
Dispute Reasons : Accuracy : This account is too old to be on my credit report. There were fraudulent charges made on this account.
Now PHH MORTGAGE SERVICES claims I own them {$150000.00}.
The Account was opened on XX/XX/XXXX, ( 12 yrs 4 months ) highest balance {$130000.00}.
Last reported XX/XX/XXXX.
We had no contract with PHH MORTGAGE SERVICES. This account is too old to be on my credit report. Ther were fraudulent charges made on this account by XXXX XXXX XXXX XXXX.
RECORDS INDCATE ON XX/XX/XXXX XXXX XXXX XXXX DECIDED NOT GO FORWARD WITH THE SALE ON MY PROPERTY, it was canceled by the Attorneys from XXXX XXXX.
THE courts Dismissed our ORDER TO SHOW CAUSE, PLEASE SEND THIS COMPLAINT TO PHH MORTGATE SERVICER AT THERE CORPARTE HEADQUARTERS LOCATED IN XXXX N J
Company Response: Closed with explanation
2019-05-01
Pikeville, NC
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: I sold a property at XXXX XXXX XXXX XXXX XXXX XXXX NC XXXX on XX/XX/2018 to XXXX XXXX and wife XXXX XXXX. XXXX XXXX XXXX provided a payoff for {$53000.00}. The CD, Title and Deed were signed by me to complete the sale.
Now as of XX/XX/XXXX I have a new trade line on my credit from PHH Mortgage showing the account is 180+ days past due.
This property was sold nearly a year ago. I need this removed from my credit at once. Attached is the CD from the sale along with a verification from XXXX showing a zero balance owed.
Company Response: Closed with explanation
2019-05-01
Florida, NY
Trouble during payment process
Mortgage: Other type of mortgage
Complaint: My mortgage service merged from XXXX XXXX to PHHUS Mortgage. They have absolutely the worst service. I thought XXXX was the XXXX in the XXXX XXXX. Not now, PHHUS is below that, they are the XXXX in the XXXX XXXX.
I received my introduction package a week ago and the information contained in the documents were incorrect. The trial paln mortgage payment was incorrect and when I contacted PHHUS after 2 attempts and rude individuals they told me that was the information that was available at the time of transfer. That information is incorrect becuase XXXX approved me for a trial plain 2 months ago. My trial plan payment was to be {$1700.00} for XXXX, XXXX and XXXX.
Yesterday, XX/XX/2019 I went to my XXXX XXXX office to make my quick collect payment. After nearly 5 attemtps trying to set up my quick collect same day I was informed that the NEW ACCOUNT NUMBER provided by PHHUS Morgage is incorrect and does nut match the BILLER entity which in this case would be PHHUS Mortgage.
I spent 45 minutes of my lunch hour trying to get this straightened pout by callin PHHUS and the attempts went unsuccessful. First there are 3 phone numbers none of which anyone was helpful. One of the phone number is outside the United States of America.XXXX-XXXX-XXXX. I do not provide my personal information to anyone outside the United States and WILL not in this case. In an case the women could not help me and transferred over the the US and the call was LOST.
I then proceeded to call back XXXX-XXXX-XXXX, and still the same situation, no one could help me or either explain to me why I was receiving the XXXX XXXX XXXX XXXX error with my NEW ACCOUNT NUMBER. I asked to speak with a manager, I was transferred and the call was lost for a second time. GREAT SERVICE SO FAR HUH????
I called back for a 3rd time now going on 45 minutes and received XXXX ID # XCM, XXXX was unable to help me. He spoke with his supervisor and they did not know why I was getting the XXXX XXXX Error. He said I could make the payment over the phone using my checking account information which I am hesitent about, because never ever are the trial plan payments allowed to be paid by checking account. ONLY XXXX XXXX XXXX XXXX, BANK CHECK OR CERTIFIED FUNDS TRANSFER. IN THIS CASE NONE WOULD OF WORKED BECAUSE OF THE WRONG ACCOUNT NUMBER POROVIDED BY PHHUS MORTGAGE XXXX INFORMED ME THAT THEY ARE OPEN TILL XXXX IN THE EVENINGS SO I CALLED BACK WHEN i ARRIVED HOME FROM WORK AT XXXX XXXX. ALL 3 PHONE NUMBER S FROM XXXX XXXX TILL XXXX XXXX WERE UNAVAILABE AND HAD A WAIT TIME OF 20 MINUTES WHICH WAS THE REMAINING TIME LEFT TILL PHHUS MORTGAGE CLOSED IN NEW JERSEY OFFICES. GREAT SERVICE HUH?????
AS A RESULT I STAYED ON HOLD TILL XXXX XXXX UNTIL WHICH A MESSAGE CAME ON TO PRESS 1 FOR A CALL BACK. THIS IS XXXX, PHHUS CLOSED EARLY AND DID NOT HAVE THAT PEOLPLE TO HANDLE CALLS OR ACCEPT PAYMENT.
PHHUS MADE ME MISS MY FIRST TRIAL PLAIN PAYMENT AND NOW HAVE TO APPLY FOR ANOTHER MODIFICATION TRIAL PLAN AS A RESULT FOR THEIR XXXX SERVICE. I WILL ALSO BE SUBMITTING THIS COMPLAINT TO THE XXXX XXXX OF NEW JERSEY.
THIS SERVICE AND XXXX XXXX IS COMPLETE NONSENSE AND THIS SERVICER NEEDS TO BE INVESTIGATED ... ....
Company Response: Closed with explanation
2019-04-30
Bellview, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-04-30
Manitowoc, WI
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-04-30
NH
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-04-29
Pikeville, NC
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I Have made 3 attempts to make my payments to PHH mortgage Services, they have transferred my account from XXXX XXXX XXXX and joined with them, but they have returned my electronic checks from my bank to make payments on my mortgage, they have offered other options to make payments thru debit cards and they too have not been accepted and returned
Company Response: Closed with explanation
2019-04-27
Royal Palm Beach, FL
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Old information reappears or never goes away
Company Response: Closed with explanation
2019-04-27
Reynolds, IN
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Our loan was sold by XXXX to PHH Mortgage Services. The incompetence of PHH was obvious at the outset so we immediately paid the loan off in full to separate ourselves from this company as quickly as possible before our excellent credit was damaged by their incompetence. That payoff was made and acknowledged by PHH on XX/XX/2019. The payoff resulted in a refund due to us of {$500.00}, comprised of {$310.00} in a property tax impound balance and {$180.00} in overpayment of the payoff balance. When no refund of funds due was made to us an inquiry was made made to PHH via phone. We were advised by XXXX of PHH on XX/XX/2019 that the refund should have been made within ten days of the XX/XX/XXXX payoff. XXXX indicated that she would submit an inquiry as to the status of the refund. On XX/XX/XXXX I called a PHH again to inquire as to the status and was told by XXXX that all refunds are issued within 15 working days of payoff and the check was mailed on Friday XX/XX/XXXX. On XX/XX/XXXX we called a third time to verify the information provided by XXXX the day before. During the course of that call we were informed by XXXX that the check was mailed on XXXX of XXXX. It is now six days later and we still have received no refund from PHH of the funds due to us, nor have we received any written verification of the loan payoff. The story line continues to change, PHH continues to change dates to suit their story line and we still have not been refunded the funds due to us. It appears that PHH is either severely incompetent, they are liars or worse yet, they are committing fraud, theft and conversion of funds to which legally they have no right.
Company Response: Closed with explanation
2019-04-26
Soddy Daisy, TN
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-04-25
Santee, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-04-24
Amarillo, TX
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2019-04-24
Effingham, KS
Trouble during payment process
Mortgage: Other type of mortgage
Complaint: When I entered into the SAM I was assured that what I saw as an error in the principal balance calculation would be resolved when the payments going into a suspense account had been applied. They weren't. I was being held hostage to the errors of the company and couldn't refinance with anyone else. The servicing has been transferred to yet another problem servicer and I would like the mortgage fixed so that I can go to another company.
1. I require a complete, separate breakdown of the calculations that came up to the amount of over {$150.00} k on the remaining principal balance. The principal balance was at that time around $ 120k. I had not been on a payment plan where the payments going into suspense would have equaled anything near over $ 30k. The payments in the suspense account should have taken care of all interest etc but seem to have disappeared.
2. I require a complete accounting of the amounts in the suspense account and to what they were applied.
3. I require a complete accounting of the principal balance showing the calculations to come to a figure of over $ 150k and how the suspense account was applied.
Company Response: Closed with explanation
2019-04-24
Barnegat, NJ
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-04-23
Washington, DC
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I submitted a mortgage assistance application to XXXX, at teh suggestion of XXXX on or near XX/XX/2019.
I completed all items need for a modification on or near XX/XX/2019.
I objected to the loan transfer to PHH Mortgage on XX/XX/2019 until XXXX had processed my loan modification request.
I made multiple inquiries to XXXX to validate that the mortgage assistance application was complete between XX/XX/XXXX-XX/XX/2019. XXXX didn't process the request by law and neither did it transfer the request to PHH.
I got a letter from PHH on XX/XX/2019 indicating " Early Intervention '' when I had already submitted a application for relief.
I need XXXX to act on my request as provided and that it was complete.
Company Response: Closed with explanation
2019-04-23
Cheverly, MD
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I had my loan transferred from XXXX to PHH ( www.mortgagequestions.com ) on XX/XX/2019 and closed on my property XX/XX/2019. Title company sent payoff ( amounts given by XXXX because PHH did not have my account on file and stated takes 7 days to create one ) on XX/XX/2019 via wire to PHH. On XX/XX/XXXX,XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX I called PHH to find out why the account still has a balance with the payoff sent on the XXXX and every single time I am put on hold for more than 30 minutes by the representative that they will look into it and then the line gets disconnected. Sent email via their contact form on XX/XX/XXXX and still no response.
This lender ( PHH ) would not provide any information and I am worried that will get assessed fees, ruin my credit, and there are issues with the wire payoff. It is very frustrating not being able to get information on something that can affect someone financially and the lack of accountability and professionalism from the representatives.
The phone number I try to reach them at is XXXX.
Please tell me how can I take care of this issue without any further complications?
Thank you in advance
Company Response: Closed with monetary relief
2019-04-23
Pasadena, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: XX/XX/XXXX Keep your Home California had approved to reinstate me.
I had requested a re instatement quote from XXXX dated XX/XX/XXXX for the amount of {$52000.00} that was good thru XX/XX/XXXX.
Keep your Home California requested their 's about 2-3 days later since they were ready to re instate and need to request there own. There re-instatement amount was {$72000.00}.
How Is it that XXXX Provided Two Reinstatement Amounts within the same dates yet {$20000.00} more to keep Your home California Knowing that Keep Your Home California max re instatement assistance is {$54000.00}.
I then contacted XXXX, which told me that they would accept the {$52000.00} from me if I made a payment in the {$52000.00} amount by XX/XX/XXXX but would not take that amount from Keep Your Home California.
Keep Your Home California said they would pay the {$54000.00} if I could show proof that I paid the {$20000.00} difference which I was more than ready too.
XXXX told me that they would not accept two separate payments, they would not accept {$54000.00} from Keep Your Home California and the {$20000.00} from me.
XXXX changed the amount of the re instatement in order to proceed with the foreclosure, they refused to allow me to cure my past due amount.
I just submitted a modification on XX/XX/XXXX and as of XX/XX/XXXX they have said it is a complete packet yet continue with foreclosure instead of putting it on hold to review application ( dual Tracking ).
I have submitted several modification applications which have been denied. Now they are telling me my loan has no options available. When I ask why they are telling me they can not offer me a lower payment. I am not looking for a lower payment I could pay double the payment I have told them that since the beginning.
why would a XXXX refuse to take the full reinstatement amount. why did XXXX not want to separate payments what reason do they have not accept money beside wrongful foreclosure.
XXXX PHH have done everything to set me up to have no other option but to foreclose on my home because they know my home is in a desirable area and is worth more than what I owe them. they are attempting predatory foreclose on my home for there gain.
Company Response: Closed with explanation