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PHH Mortgage Corporation

Mortgage Bankers, Real Estate Loans, Real Estate Loan Modification, Mortgage Brokers, Financial Services

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PHH Mortgage Corporation Reviews (149)

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User Reviewer6014266

Complaint: [redacted]
I am rejecting this response because:I do appreciate the kind response. Thank you very much. However, I do not believe that I am being treated fairly by being asked to start the process over again when I had completed all of these forms and submitted all supporting documentation. Also, the issue regarding my credit rating was not addressed. I have also filed a complaint against [redacted] and would like to allow them an opportunity to respond and submit the documentation to you.Regards,
[redacted]


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User Reviewer6437743

Complaint: [redacted]
I am rejecting this response because: There is no actual response, just my exact complaint sent back to me.
Regards,
[redacted]


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User Reviewer6356971

Your correspondence addressed to the Revdex.com has been received in the Office of the President of PHH Mortgage Corporation (“PHHMC”). I appreciate the opportunity to respond to your concerns regarding payment application. Servicing records reflect on February 17, 2014 a payment...

was received in the amount of $2, 7650.00.  At this time your loan was in active Bankruptcy and reflected a due date of July 2013.  In accordance with our mortgage note and, due to the delinquency status of your loan, the funds were correctly applied to the mortgage as per your mortgage note.  I have enclosed a copy for your review.   As of this writing, your loan is due for the April 1, 2015 payment. Please note we will be unable to reverse these funds as this would revert the loan back into delinquency, changing the due date to reflect January 2015.


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User Reviewer6424559

RESOLVED


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User Reviewer7446264

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I hesitate to say I accept this response as until the...

refinance has been completed I am concerned they will do the same thing again or take another 3+ months to process the refinance and cost me even more money then they have already. Refinancing is going to save me money on a monthly basis, much more then the $200 credit they have offered me.
Regards,
[redacted]


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User Reviewer5831409

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]


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User Reviewer7274605

May 15, 2015  [redacted] Re:       Mortgage Payoff Request ([redacted])             Case Number:...

[redacted]             Loan Number: [redacted] Dear Mr. [redacted], The Office of the President of PHH Mortgage Corporation (“PHHMC”) received your correspondence from the Revdex.com regarding the above-referenced mortgage loan account on May 11, 2015.  I appreciate the opportunity to respond to your concerns. As a preliminary matter, PHHMC strives to provide superior customer service.  Please accept our condolence with the loss of your loved one.  We sincerely apologize for any frustration you may have experienced in connection with the servicing of the loan. On May 11, 2015, servicing records reflect that the authorization documents to release information to you were received.  Please allow 5 to 10 business days in order to update the loan file.  Once the file is updated your request for the payoff statement will be completed.  Sincerely,[redacted]Liaison, Office of the PresidentPHH Mortgage Corporation


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User Reviewer5638877

Dear Mr. [redacted],
As a preliminary matter, please know that PHH Mortgage Corporation (“PHHMC”) strives to provide superior customer service.  We apologize for any frustration or inconvenience you may have experienced during the servicing of your mortgage loan with PHHMC.
Servicing...

records confirm that we received your updated direct debit ACH account information that was processed online on April 13, 2015.  Since the effective date for the change was for the May 1, 2015 payment, the previous account information remained in place for the April 1, 2015 payment draft on April 15, 2015.
Records reflect that our ACH team received a bank notice for insufficient funds (“NSF”) on April 27, 2015; therefore, the April 1, 2015 loan payment was reversed.
On April 28, 2015 you spoke to a Customer Service Supervisor who explained what occurred regarding your account.  You then advised that you would make the April 1, 2015 loan payment online on April 29, 2015.  The Supervisor advised you that the late fee in the amount of $51.75 and NSF fee in the amount of $20.00 would be waived as a courtesy.  Records indicate that your payment was received on April 30, 2015.
Thank you


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User Reviewer5982975

Your correspondence addressed to the Revdex.com (“Revdex.com”), regarding your recent servicing transfer, fluctuation in escrow and payment application, has been received in the Office of the President of PHH Mortgage Corporation (“PHHMC”). I appreciate the opportunity to respond to your...

concerns.
First and foremost, please accept my apologies for the frustration you have endured.  Clearly your experience does not reflect PHHMC’s commitment to superior customer service.  We value your feedback as it provides us with an opportunity for assessment and improvement.
PHHMC servicing records reflect that your loan closed on September 12, 2014, and your account was transferred from [redacted] to PHHMC on September 23, 2014 with a payment effective date of November 1, 2014.
On October 8, 2014, PHHMC manually set up the tax buckets because there were no documents available when the loan transferred to us. PHHMC based the annual monthly amount of $298.50 multiplied by 12 for an annual tax amount of $3,582.00. Subsequently, this also occurred with the hazard insurance bucket, $52.55 multiplied by 12 for an annual hazard insurance amount of $630.60.
On October 17, 2014, you contacted PHHMC and spoke to a representative to dispute the payment of $1,444.32 reflected in our system. At that time the representative informed you that we did not have the required documentation available and that you should provide PHHMC with necessary documentation. You were informed once PHHMC receives the documents a work order would be placed to update our system to reflect the correct amounts.
Servicing records reflect that PHHMC received your documentation on October 20, 2014, which verified the previous amount that was billed and paid to your tax office for 2013 calendar year for $3,146.96. During that time PHHMC’s records were not updated due to a processing oversight.
On October 21, 2014, you contacted PHHMC to make your November 2014 payment and you were advised that you can make your payment but your escrow would be shorted while the issue with the taxes was being resolved.
Upon review, PHHMC’s records reflect that your loan was calculated with the following payment for November 2014:
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]         
 
The previous servicer, [redacted], released the loan with the following breakdown:
 
Mortgage Insurance
$ [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]        
 
On November 5, 2014 PHHMC received your hazard policy and our system was updated to reflect the correct annual premium of $332.00.
 
PHHMC records reflect that your payment for $1,383.19 was received on November 7, 2014; however, the funds were placed into a suspense account because the amount was less than the system reflected amount due of $1,444.32.
 
On November 14, 2014 PHHMC performed an escrow analysis to make an adjustment to your hazard premium change to reflect $27.67 effective January 2015. PHHMC collects 1/12 of the hazard premium by multiplying $27.67 by 12 to reflect an annual payment of $332.04.
 
Records reflect that you contacted PHHMC again on November 26, 2014 and spoke to the Collections department refusing to make the additional payment difference due to the processing oversight and you were advised that resolution can take at least 60 days.
 
On December 5, 2014, you spoke to a PHHMC representative to advise that your payment was still inaccurate and you were transferred to a supervisor. At that time you wanted to make your December payment but you were advised that a portion would be combined with suspense funds to complete the November’s 2014 payment and the balance would be placed in suspense. Records reflect that you refused to make a payment because you did not agree with PHHMC’s suspense account guidelines.
 
Records reflect that you contacted PHHMC again on December 10, 2014, to request your payment be applied to short escrow. You confirmed that PHHMC updated the hazard premium but the taxes were still incorrect. During that time you were conferenced in with our Tax Department and you were provided verification of the annual tax amounts due for January 31, 2015, which was $2,791.75.  The representative opened a task to update the tax lines and reanalyze the account.
 
Per your request, on December 11, 2014, PHHMC removed the $1,383.19 from suspense and applied it to the November 2014 payment as short escrow yet our system still reflected the higher amount of $1,444.32. Also on December 11, 2014, PHHMC servicing records reflect that the tax amounts were updated to $2,791.75.
 
On December 12, 2014, PHHMC reanalyzed your account effective for December 2014 payment. The analysis reveals an escrow overage of $1,079.34 and the funds were released and sent to your address on file.  Your payment has decreased from $1,383.19 to $1,353.59 effective December 2014.  The decrease in payment is a result of the decrease in annual taxes from $3,146.96 to $2,791.75.
 
PHHMC records reflect that effective December 2014 the new payment breakdown is the following:
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]         
 
Your account is currently due for January 2014 in the amount of $1,353.59.
 
Again, PHHMC regrets any inconvenience or frustration you experienced.  You are a valued customer, and we appreciate the opportunity to review and resolve the matter.
PHHMC received and processed your December 2014 payment and it was applied as short escrow on December 5, 2014. Your loan is currently due for the January 2015 payment.


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User Reviewer6922247

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Please be advised that PHH has forwarded the original lien release that we have been awaiting.  You may close this case.  Thank you for your assistance.
Regards,
[redacted]


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User Reviewer6841855

Tell us why here...Re: Loan Number: [redacted]Revdex.com Case Number: [redacted] Dear Mr. [redacted], Your correspondence addressed to the Revdex.com (“Revdex.com”), regarding your escrow shortage, has been received in the Office of the President of PHH Mortgage Corporation (“PHHMC”).  I appreciate the opportunity to respond to your concerns. As a preliminary matter, please know that PHHMC strives to provide superior customer service. We apologize for any frustration or inconvenience you may have experienced during the servicing of your loan with PHHMC. On March 24, 2015 when you spoke with customer service the analysis was not finalized so the information you received was what was reflected on our system at that time.  Servicing records show on April 15, 2015 a rush reversal was requested to have the $450.00 applied to your escrow account and this was completed on April 21, 2015.  I have enclosed a copy of the escrow analysis statement dated April 28, 2015.   As of this writing your June 1, 2015 payment amount is $547.21 as is reflected in the enclosed statement.  Thank you


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User Reviewer5551267

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]


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User Reviewer5843072

Dear Mr. and Mrs [redacted]: We have received correspondence addressed to the Revdex.com (“Revdex.com”) by your granddaughter, [redacted].  Ms. [redacted] has made us aware of the issues you experienced with the refinancing of your mortgage with [redacted].  I appreciate the opportunity...

to respond to your concerns. Our goal is to provide all of our customers with unparalleled service. We sincerely regret that we did not demonstrate this to you and our service fell short of your expectations. Please accept our sincere apology for any frustration you may have experienced during the processing of your mortgage application.  In [redacted] correspondence, she requested a refund of the $500.00 cancellation fee.  The pre-approval document was sent to you on January 24, 2015 and referenced the necessary requirements in order to be considered for the [redacted] (“[redacted]).  This document stated that your residential condo association is required to have sufficient flood insurance.  Unfortunately, the flood insurance submitted by the condo association was insufficient to obtain condo approval to proceed with processing your loan request.  A copy of the pre-approval letter is enclosed for your review. We have enclosed the Agreement Concerning Non-Refundability of Advance Fees (“Agreement”) document which you executed on January 27, 2015.  The Agreement states if the loan is cancelled or declined for any reason, a fee of $500.00 or actual costs incurred, whichever is less, is non-refundable and will be charged to cover the costs associated with processing your loan application.  The actual costs incurred in connection with your loan application included the appraisal fee of $510.00, the credit report fee of $19.83 and the flood certification fee of $19.50.  As a courtesy to demonstrate good faith [redacted] has made a business decision to provide a partial refund in the amount of $250.00 and was refunded back to your credit card on March 30, 2015.  As a part of our fair lending guidelines, we are careful to evaluate all applicants equally.  Our lending policies and procedures do not in any way discriminate against applicants  on the basis of race, color, religion, national origin, sex, marital status, age or any other protected basis.  We thank you for your patience and understanding in this matter. We know you have a choice of financial services, and we truly regret that we were not able to provide for your financing needs at this time.   Thank you


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User Reviewer7204087

Thank you for allowing us the opportunity to respond to your complaint. Upon review, the misapplication of your escrow funds has been corrected and the payment of $380.00 was reapplied to your escrow account on January 5, 2015. Additionally, the last two payments referenced in your complaint have...

also been applied as you originally intended.  Thank you again for allowing us to research and address your concerns.


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User Reviewer6196890

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
However, given the [redacted] complaints filed against them in Revdex.com over a few months, my complaint is just a "drop in the bucket" and the process required two more calls/faxes/excuses to get resolution. I would like to clarify their response to say that they were not servicing my loan.  I was simply and repeatedly asking for the mortgage pay off amount.  Just the number -  of my deceased father's mortgage so we could pay it!  The company uses a very nice off-shore customer service center that gave us fax numbers (presumably in New Jersey) without knowing whose office received them so neither they nor we could track the correspondence.  Very frustrating.  This is not the customer service department's fault.  It is the management in New Jersey.  Having bought and sold properties with other mortgage companies more responsive and professional, I cannot recommend this company to others.  
Regards,
[redacted]


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User Reviewer7175389

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]


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User Reviewer5840773

Tell us why here...Re:       Loan Number: [redacted]            Revdex.com Case Number: [redacted]            Dear Mr. [redacted], Your correspondence addressed to the...

Revdex.com (“Revdex.com”), regarding your escrow shortage, has been received in the Office of the President of PHH Mortgage Corporation (“PHHMC”).  I appreciate the opportunity to respond to your concerns. As a preliminary matter, please know that PHHMC strives to provide superior customer service.  We apologize for any frustration or inconvenience you may have experienced during the servicing of your loan with PHHMC.   Servicing records show that on May 14, 2014 and again on February 4, 2015 you called and spoke with our Customer Service department regarding a misapplied payment in the amount of $450.00.  Regrettably, in both cases, the representatives did not follow through with your intentions.   On April 15, 2015 a rush reversal was requested to have the $450.00 applied to your escrow account and this was completed on April 21, 2015.  As of this writing your escrow balance is $5,168.04. After reviewing your situation, we are taking the necessary steps to ensure that the challenges you encountered are addressed and resolved as quickly as possible.  We will utilize your feedback to help with training and an improved experience for all of our clients.


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User Reviewer6364387

Dear Mrs. [redacted],
Please accept our apologies for any frustration you may have experienced regarding your payments not being applied to principal.  Our goal is to provide all of our customers with an unparalleled service experience. 
[redacted] records reflect that the payments received...

are sent electronically and are initiated by you.  In addition, there is no indication on how the funds are to be applied.  You may utilize [redacted]s pay by phone option at ###-###-####.  There is no fee involved for principal only payments and if made by 8:00 PM EST, the payment will be applied that business day.  In addition, you can send any principal only payments to the address listed below to ensure funds are allocated to principal only.
                                        ... [redacted]
                                        ... [redacted]
                                        ... [redacted]
Records also reflect that a liaison from our Office of the President called you on April 21, 2015 and April 23, 2015 regarding your Revdex.com complaint, however, messages were left for a return call.  To date you have not responded to the calls regarding your payment application.  Please be advised that on April 22, 2015 a payment reversal in the amount of $1000.00 was performed. Therefore, a principal payment in the amount for $1000.00 was applied to your account.  Attached is a payment history for 2012, 2013, 2014 and 2015 for your records. 
 
Thank you


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User Reviewer6147122

Prior to your loan being transferred to [redacted], the account was set up with our vendor [redacted].  On January 5, 2015, PHH Mortgage Corporation (“PHHMC”) received an electronic payment in the amount of $395.00 which was returned to you directly.  On February 5, 2015, PHHMC...

received a payment from [redacted] in the amount of $592.50.  On February 12, 2015, we returned the payment back to [redacted].  The draft that occurred on February 13, 2013 is still with [redacted] and has not been forwarded to us.  Please contact [redacted] to cancel the drafts and to receive a refund. Their phone number is ###-###-#### Ext. * and their normal office hours are 8:30 AM to 8:30 PM Eastern Time.


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User Reviewer891287

Review: I writing in regards to a payment that my mortgage company state that they didn't receive, in April I sent my March payment of 600.00 [redacted], in May I sent a payment of 600.00 for my april payment. that was also [redacted]. I then sent another 600.00 in june2013 for my May payment which also was [redacted]. I received a letter stating that this was not enough to bring the account current t so they send me April payment back on 6/28/13 stating that I'am do for April May June and july. So on july 7th 2013 I resent them 1,543.50 which was also a [redacted] and they received it. so if they received this payment how come they didn't receive the one I sent in june. I then explained to them that I did sent in another payment [redacted] of 6/27/2013 in the amount of 600.00 they informed me that they didn't have any records of a [redacted] payment. I called [redacted] and I was informed that PHH mortgage did receive my payment on june 27th at 11:08 eastern time. in the amount of 600.00 so there for I am only due for july. I work to hard for someone to be misplacing money. I need this matter resolved soon as possible. I have all my receipts from [redacted] and also a print out of all the [redacted] transactions that I've done with [redacted] the [redacted] number for the payment I sent in June is [redacted]

Business

Response:

[redacted] payment was received on 03/20 in the amount of $1256.66 applied on 03/21. The loan was due for Jan and this made January and February payments. [redacted] payment received on 04/27 in the amount of $600.00 was applied to the March payment. [redacted] payment received on 05/29 in the amount of $600.00 and was applied 05/30 to suspense, as it was short $29.74. Funds were reversed off and returned back to the customer. [redacted] payment received on 06/27 in the amount of $600.00, and PHHMC held them until their additional payments were received. [redacted] payment received on 07/09 in the amount of $1526.50 was applied 07/10. The loan was due for April and applied 2 payments. On 07/12 [redacted] applied $600.00 from 06/27 to suspense, which are still in suspense. They are due for June and their payment is $629.74. Payments are being sent in short. The only payment that was received via [redacted] that was returned was the payment received on 02/26 in the amount of $600.00 and returned on 03/12. The loan is currently due for June 2013 payment balance of $29.74 and July payment in the amount of $629.74, late charges in the amount of $160.43, other fees in the amount of $146.25 with suspense total amount due $966.16 to bring the loan current as of 7/22/13.


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Category: Mortgage Bankers, Real Estate Loans, Real Estate Loan Modification, Mortgage Brokers, Financial Services

Address: 1 Mortgage Way, Mount Laurel, NJ, 19422-1851

Website: https://www.phhmortgage.com/

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