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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)

Satisfaction rating: 
User Reviewer891195

Review: We received a check for an easement on June 19, 2014. We were required to send it to PHH Mortgage for their signature and we submitted all of the paperwork PHH requested immediately. After multiple attempts to follow up and to make sure all of the forms they needed were received, we have waited nearly four months and PHH Mortgage still has our check.Desired Settlement: We could have been earning interest on this money. All the time that PHH Mortgage is sitting doing nothing we are losing money that we could have earned or saved in interest on our mortgage payments.

Business

Response:

As of this writing PHHMC has reach out to the borrower and the homeowner stated the she has not sent the checks to PHH. The borrower is mailing them to PHH, October 6, 2014 for us to sign. Thank you


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User Reviewer891209

Review: I'm a [redacted] veteran of the [redacted] I bought a house in 2011. To make a long story short, I was getting a divorce so I tried to sell my house. Turns out the driveway isn't my property so I couldn't sell it. I fell on economic hardship and was behind 2 months on payments. PHH mortgage started foreclosure and I requested a reinstatement after a week of tracking anyone down. They quoted me for 6 months of late payments. I tried to call and work something out but they treat me terrible.

I turned in a packet for deed in lieu of foreclosure. They contacted me once to turn in more info and I did. They switched case managers and denied me.

It's obvious to me that they never had any plans to help me. Now I may lose my ** benefits for housing. I'm requesting that someone look into this manner because something isn't right. Thanks.Desired Settlement: They dishonored the agreement at closing

Business

Response:

July 3, 2014

Dear Mr. [redacted]

Servicing records incicate that we have been working with you since [redacted] 21, 2014. We received your loss mitigation application on [redacted], 2014 a missing item letter was sent out to you advising that there was no sales contract. We followed up again with you on [redacted] 2014 regarding the missing email letter on.

Additionaly on [redacted], 2014 we sent another missing letter to you as well as follow up phone calls to the number [redacted] on [redacted] 8th, [redacted] 28th and again on [redacted] 30th, 2014. Since there was no response on the messages left we sent an additional letter dated [redacted]5, 2014 and placed another phone call on [redacted] 9, 2014 leaving a message to ensure your received out letters.

I am attaching all letters sent, as of [redacted] 23, 2014 servicing records show that we need a listing agreement, two months of the most current bank statements and proof of public assistance benefits statement. Because of no reposne to the above aforementioned items a denial was sent to you.

In your correspondence you mentioned that there was a title issues I had our default team review your file for such and have attached a copy of their findings regarding this. As far as we can tell there is no title issue based on the information provided.

As of July 1, 2014 your foreclosure process has been re-activated. As of this writing there is no foreclosure sale date schedule hoever, time is of the essence if you would like to pursue financial assistance. We cannot complete a full review without a completed package.

Should you have additional questions please contact your specific point of contact [redacted]


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User Reviewer891233

Review: My Home was Destroyed over 77% during hurricaine Super Storm Sandy My Insurance Compa[redacted] who handle my homeowner Flood and originator of my mortgage

Paid my existing claim for storm damages no issues with [redacted]

Loss for damages checks for my loss and damages were sent to PHH Mortgage services they released money to start repairs.

Repairs have been completed they sent inspector to my home final inspection completed 98% completed documents and pictures filed.

they are still holding over $20,000. dollars of my money they requested additional documentation and receipts I sent them everything I could find and I am still somewhat displaced from storm recovery and still have other repairs and pay bills from storm. I have lived at several different locations and hotels during recovery over the last year

PHH refuses to release my storm damage funds for my losses and their lost draft department wants me to meet unreasonable demands for my return of "my" money

I looked up their compa** online and found they have numerous complaints against this compa** I reported them to [redacted] insurance and also found

the [redacted] office is actively investigating PHH Mortgage servicesDesired Settlement: I want PHH to return my money that they have reason to hold, Inspections are completed

I do not trust that a compa** that is being investigated by multiple government agencies will return my money

and I am concerned if PHH Mortgage try to go out of business or claim bankruptacy it will take a very long time to recover my storm damage funds

Business

Response:

PHHMC is currently showing the work on the property is 98% completed. The borrower will need to provide final contractor documents including a document from the contractor who has yet to be paid. Borrower has been advised to have this contractor to complete our documents and provide them to us. The borrower may also provide all paid in full receipts. This information was conveyed to the borrower on December 2, 2013 during a call with our insurance area.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: 1. I paid partial payment to the contractor out of my pocket and PHH was told this numerous times but continue to de** the release of funds. 2. My final inspection was completed months ago by a PHH inspector who took multiple pictures and submitted his report to PHH yet I have not received my insurance proceeds from PHH. When I request the funds PHH keeps inventing new reasons why they cannot release my money. PHH is improperly withholding the insurance proceeds which were issued to me for my repairs not for PHH to illegally hold these funds the miscommunication and incompetence of this business is alarming PHH is being investigated by multiple agencies including the [redacted] I contacted an attorney who is considering filing suit and I am reporting this compa** to [redacted] and [redacted] 3.I have repeatedly asked for payment booklets weekly for months and have yet to receive booklets they claim to mail out. 4.Incompetent PHH customer representatives claim to fax documents to me and share information with [redacted] insurance that did not happen. 5.I lost thousands of dollars in contents for which I was not compensated. I'm a disabled war veteran and retired us army reservist and employed by the state of ** for 29 years If my money is not released I fully intend to contact the media, news and veterans groups as well as the **S union and local representatives. 6.Mortgage Payments to PHH were sent in late due to the fact that all of my records were lost in the storm. I was living out of friends homes, hotels and have been displaced for a year. I requested from the mortgage company a deferment of mortgage payments for a period of time and they had agreed to defer payments for which I have made all payments yet the credit reporting agencies reflect a negative report as to my mortgage payments which is destroying my credit history as they have not honored their agreement with me. Regards[redacted]

Business

Response:

Revdex.com ResponseThis letter is in response to Mr. [redacted] complaint on February 20, 2014 and March 07, 2014 regarding a refund for escrow overage of $1,852.77, an escrow shortage of $1,671.42 and unauthorized flood insurance. On December 18, 2013 PHH Mortgage Corporation (“PHHMC”) disbursed a refund check# [redacted] of $1,852.77 due to the overage of Mr. [redacted] escrow account. Mr. [redacted] raised concerns and contacted PHHMC to confirm that the overage was due to him and received confirmation that we had overcharged him. PHHMC records reflect a duplicate disbursement on December 18, 2013 for check# [redacted] in the exact amount of $1,852.77 also refunded to Mr. [redacted]. Our records confirm that Mr. [redacted] cashed both checks totaling $3,705.54. Mr. [redacted] raised concerns that PHHMC sent notification of an escrow shortage of $1,671.42 in February 2014 (please refer to escrow analysis attachment 2-3-14). PHHMC records reflect an escrow analysis was performed on February 3, 2014 which confirmed there was an escrow shortage in the amount $1,671.42. On February 13, 2014 PHHMC contacted Mr. [redacted] to request the duplicate payment of $1,852.77 be returned in order to satisfy his escrow shortage. Mr. [redacted] advised PHHMC that he would not return the duplicate check and doesn’t want PHHMC to service his loan any longer. In regards to Mr. [redacted] flood insurance during the 2014 calendar year, proof of coverage that Mr. [redacted] provided to PHHMC was less than the amount of flood insurance coverage that is required by PHHMC. Due to the lack of coverage, PHHMC records reflect that we sent several letters to Mr. [redacted] that we have not received evidence of adequate flood insurance coverage on his property. Due to lack of communication from Mr. [redacted], PHHMC purchased [redacted] flood insurance. On January 27, 2014, Mr. [redacted] primary flood insurance was updated with sufficient coverage. On January 28, 2014 PHHMC refunded $36.00 to Mr. [redacted] escrow account. Per section 3 of the mortgage, PHHMC is authorized to force place coverage if sufficient proof is not provided. PHHMC records reflect Mr. [redacted] was provided information regarding [redacted] flood [redacted] coverage on the following dates: On January 22, 2014 [redacted] flood [redacted] coverage was adjusted to $7,000 the hazard coverage increased at the renewal of the flood [redacted] coverage date of February 4, 2013 (please see attachment dated January 29, 2014). On January 27, 2014 the new [redacted] flood [redacted] premium of $63.00 was charged. This premium is for the new coverage amount of $7,000 (please refer to attachment dated February 2, 2014 RE: [redacted]). In addition, on January 27, 2014 the primary coverage amount was update to reflect the increased coverage amount of $139,000. On January 28, 2014 the original [redacted] flood [redacted] premium of $36.00 was refunded to Mr. [redacted] escrow account. On February 3, 2014 [redacted] flood [redacted] policy that reflected Mr. [redacted] new coverage amount of $7,000 was also mailed to him (please refer to attachment dated February 2, 2014 RE: [redacted]). Mr. [redacted] previously submitted two (2) other Revdex.com complaints dated December 2, 2013 and January 7, 2014 regarding PHHMC not releasing funds due to repairs on his home. PHHMC submitted at responses the above mention dates that during a telephone conversation with our Insurance Department, that Mr. [redacted] did not provide legible paid in full receipts as a result the funds were not released. As of February 26, 2014 PHHMC records indicate that funds have been released to Mr. [redacted] in the amount of $6,703.60 due to receipt of the required documents. Enclosed is a copy of all the supporting documentation regarding Mr. [redacted] flood insurance.


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User Reviewer891257

Review: I sold my house on 11/7/2013 and the lawyer who handled the the closing paid the taxes on the house. PHH mortgage also paid the taxes after I already paid it. The money the mortgage company used was our escrow money that was owed to us and was suppose to mailed to us instead of being mailed to the tax office of [redacted] in [redacted]. PHH first told me I was wrong so I went back to the lawyers office and together we called the tax office and the people there said the check was accepted from the lawyer and not PHH. I have been in contact with PHH and they have no idea where the money is and could takesmonths for them to track it down. The owe me 1192.46 dollars. Everytime I call PHH and talk with the different supervisors they have no idea where it is or when it will be mailed to me. I think it is crazy that this large company cannot get me money that the owe me. I want some to call me from the Revdex.com to talk about in further detail.Desired Settlement: I want the money that was in my escrow account that is owed to me mailed to me asap. I am owed $1192.46.

Business

Response:

The initial tax payment disbursed on Novemver 7,2013 and was sent to [redacted] tax office on November 20,2013 on a seperate check to be paid out on PHHMC behalf.

Once deposited,we can release and overnight to the customer.The refund is $1,192.32.

Check should be available to the borrower within 14 business days.


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User Reviewer891261

Review: We refinanced our home loan with them and they screwed up on our escrow account. Instead of paying our home owners insurance and property taxes they sent us a check. I was told when I called in that if I sent a check for $978.78 this would clear up the problem. Once I received the check I sent this amount in. I have received 3 notices telling me different payment amounts which have all gone up. I called and talked to a supervisor regarding this matter on 11/1/13 and was told that my payment will go up because of my shortage in my escrow account. I have sent the amount that I was told to send and still my payment is going up. My payment is now more then I was paying before I refinanced my home loan. They have stated that if I now send in $258.14 my payment will still go up $20 more then I was quoted when refinanced and have been paying on the new loan for 2 months.Desired Settlement: I would like them to have better customer service explaining things while in the refinance process. I would also like them to make payments what they are of $555.28 as this is PHH Mortgages error and NOT MINE!

Business

Response:

PHH extends an apology for any inconvenience the issue may have caused the borrower. The new loan was approved for an escrow rollover with the same conditions. The previous loan, [redacted], had both Jennifer [redacted] and Kelly [redacted] on the loan. However, after the new loan, [redacted] had closed it was revealed that one borrower, Kelly [redacted] had been removed. Both borrower are entitled to the escrow balance on the previous loan, therefore the funds could not be transferred to the new loan. The escrow balance on the previous loan was refunds to both borrowers on October 9, 2013.This issue created a shortage in the new loan since only one month of escrow was collected at closing. An escrow analysis was performed on October 8, 2013 effective for the December payment. The escrow analysis revealed a shortage of $978.78.The insurance was disbursed from the escrow on October 9, 2013. The anticipate payment, based on the payment from the previous year, was $582.70. However, the disbursement amount had increased to $788.23. This created an additional shortage in the escrow account, so the loan was re-analyzed.The shortage amount of $978.78 was applied to escrow on October 25, 2013 and a new escrow analysis was performed on November 1, 2013. The remaining shortage of $258.14 was spread over 12 months.


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User Reviewer891267

Review: I lost my job. We have both been calling PHH and emailing employees and supervisors there since September, 2012 asking for help. Our interest rate is over 6% which is very high. We asked tried to get that lowered so our monthly payment would be more affordable. I have had this mortgage since 2006. I NEVER had a late payment at the time I first began to call for help. The representative told me there was no help she could offer because my credit score was too low to do a loan modification for a lower rate. She told me that there was no other help offered because I had to be late on my mortgage in order to receive any assistance. This was the end of the month and she said to not pay the payment on the first and then call for help. I felt this was ridiculous but the only way to receive any assistance since we were struggling. I called on 10/1/2013. This was the day my payment was due but not paid as encouraged by the representative. The person I talked to this time told me to call back in a couple weeks because the payment would not show as late until the system had time to process. During this time, my we saw an article in the newspaper regarding the [redacted] program the [redacted] was encouraging if you needed mortgage assistance. We called back inquiring about this program. We got another representative because it is nearly impossible to ever talk to the same person. They don't have direct lines and can never find one another if you ask for a specific person. This person told us we were not eligible for the [redacted] because we were recently late on our mortgage payment. We were enraged because we had never been late and that is what 2 representatives advised us to do. No one ever even mentioned the [redacted] program to us before this. We have emailed the requested information requested from PHH for assistance on 2 separate occasions and mailed large packets called the Uniform borrower assistance forms 3 times. No one ever receives them! No help given yet!Desired Settlement: We would like our interest rate lowered, so that our payment will be more affordable or we would like to utilize the [redacted] program as the [redacted] is urging. We would like to speak to Mr. [redacted], [redacted] of Lender Division or [redacted], [redacted] We have had many more problems than I even have room to write here. We have talked to so many representatives and supervisors over the year and received no help. They just keep making us fill out the same paperwork we have been sending in. They always have an excuse, such as they never received it or they didn't receive everything or it's been over 30 days, etc...... This seems to be a very shady corproation. Thank you for your time!

Business

Response:

PHHMC extends sincere apologies for any inconvenience this issue has caused [redacted]

Our records indicate that documents were received from Mr. [redacted] in July 2013, for loss mitigation assistance; however, the package was incomplete. On July 17, 2013, [redacted] was informed that a complete package was needed, in order to review the loan for loss mitigation retention options. On August 8, 2013, [redacted] was informed of the same.

A review of the loan history reflects that on September 20, 2013, a Notice of Default and Intent to Accelerate was sent to [redacted] stating the loan was due for the August 2013 payment. A payment was received on September 23, 2013 and applied to the outstanding August 2013 payment. On September 27, 2013, a second notification was issued, advising that the loan was due for the September payment. This notice contained an offer of assistance. Copies of both notices are attached.

PHHMC records evidence that on October 2, 2013, [redacted] advised that he was unable to make any payments due to unemployment. At that time, PHHMC, again, informed [redacted] that a partial Loss Mitigation Package was received in July 2013 and advised that a complete package was required to be reviewed for assistance. To date PHHMC has not received a complete Loss Mitigation package for review.


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User Reviewer891295

Review: I was behind on my mortgage so I called and was placed on a payment plan. I paid Feb. 1087.00, March 1087.00. I called into their customer service department to make my April payment like I had done for Feb and March and I was told that I didn’t have a balance. I called back two days later and Spoke with [redacted] and several other reps and was told my account was in research and I would receive a call from a supervisor. I never received a call back. Each time that I would call in I would get the same story that it was in research. In June I spoke with [redacted] he explain that my account was placed in foreclosure by mistake and that’s why each time I called they would state that I had a zero balance. I guess final my account was pulled out of foreclosure and I received a letter stating that I would need to make a payment for 516.00 by 05-17-13, I made the payment and the payment was return. No explanation of why the payment was returned or anything. I never received anything for the company letting me know they made a mistake on my account. I called again and spoke with name [redacted] and she TRIED to explain what was going on with my account but keep placing blame on me, not once did she say anything about the mistake that was made. She stated that my house was being place back in foreclosure again due to non –payments I explain to her everything that happen with my account. She finally mailed a letter letting me know that I would need to pay 2400.00 to bring my account current. The letter states that my account is 4 payments pass due of 672.00 when my payments are only 590.00 a months. I have spent hours on the phone with this company and still haven’t got anything resolve. I know I owe payments for April, May, June, and July. please help.Desired Settlement: For my acocunt be restore so I can just pay my mortgage. I not asking or looking for anything free, just please fix my account.

Business

Response:

PHH extends an apology for any inconvenience the issue may have caused the borrower. The borrower was on a repayment plan. The borrower called and made payments for $1,087.06 on February 15, 2013 and March 18, 2013. However, when the borrower called on April 16, 2013 to make the scheduled repayment plan payment, she was informed that the loan was paid in full. This was an error in the system and was corrected. On June 5, 2013 the borrower was informed of the balance. A request was placed to reverse the $402.92 misapplied to the escrow account. The Intent to Foreclose was placed on hold due to the error until June 14, 2013. The borrower was informed to make at least two payments in addition to the $402.92. The borrower agreed to the terms and was informed once the payments were made we would set up new repayment plan.

There have not been any payments received on the loan and on June 14, 2013 the $402.92 was returned to the borrower and a new Intent to Foreclose Letter was mailed. The Intent to Foreclosure advises the loan is due for March 1, 2013 payment, totaling $2,481.01. This total is based on four monthly mortgage payments at $676.83.

An Escrow Analysis was completed on the loan on January 22, 2013. At the time of the January 22, 2013 analysis the escrow balance was $414.39 and the required escrow amount was $496.12, leaving the escrow balance with a shortage of $81.73 which was applied to the monthly mortgage payment effective the March 2013 payment.

Due to the inconvenience and frustration the borrower has experienced, she can contact our Collection Department at [redacted] by July 14, 2013 to set-up a new Repayment plan.


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User Reviewer891339

Review: I am in the process of waiting for this mortgage company to finish my [redacted] mortgage modification which I signed off on November 29, 2013, they received them back on December 2, 2013 unless I counted wrong January 21,2014 is the 45 day, they are no where's done on my modification either!! Just all kind of stories and excuses!!!!! I cannot get any straight answers out of this company they keep giving me the run around they won't even tell me if they signed off on the contracts or not? I am working on my 2nd case manager as the 1st one was useless! My contract clearly states that the modification will be complete within 45 days! This company has done nothing but use abusive stalling tactics on me since March 2013 when I 1st applied for this modification with them through making home affordable it is on record with making home affordable it is easily verified! It is outrageous the abuse and stalling tactics I have been enduring with this company since last springtime, again they refuse to tell me anything they won't tell me when it will be done! My escrow is short because all the payments they have collected they did not apply the escrow portion of my payments to the escrow account now if this modification is not done by 02/20/14 there will be a large shortage which they will gladly advance me the money but I will have to pay interest on it and it will raise my mortgage payments for a additional 12 months also! it is outrageous I know there are laws that mortgage co collecting escrow monies have to put them in a escrow account for holding and have to disburse them correctly also! I also have escrow monies missing from all the payments prior to this modification issue as I was sending in extra monies for the escrow account as this mortgage co has a habit of not collecting enough of money intentionally forcing it's customers to borrow funds from them with interest to make up the escrow shortfall as well! it's a nasty common practice this mortgage company engages in also!Desired Settlement: I want the contract finish as it is stated in the contract again it clearly states the modification will be completed within 45 days! According to my counting that is on January 21, 2014 as my contract says nothing about excluding weekend holidays so on! now that is only a few days away and this company is not even close to finishing my modification already they have broken the terms & conditions on this fact alone! Don't believe me count the days, go ahead!!!!!!!! I am not going to be abused again by this company by being forced to take a loan from them to cover escrow monies just because they did who knows what with the escrow portion of all my payments! I am not going to have my mortgage go up for 12 months nor am I going to be forced to pay them interest for the luxury of them giving me the money for the escrow shortage which is their fault by doing who knows what with my escrow monies they have been collecting!

Business

Response:

At this time PHH Mortgage Corporation is still reviewing [redacted] account in regards to his allegations. We will send a formal response to [redacted] once the review is finalized.

Consumer

Response:

[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.]

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,


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User Reviewer891251

Review: PHH is the mortgage company for my current mortgage. We have had an issue with the taxes on our property. This has caused a discrepancy in the amount of our monthly mortage payment. While the matter is being resolved, we were told (numerous times) by PHH that we could continue to pay the existing amount each month. This has taken much longer than anticipated due to a lack of response with our town providing the necessary documentation. Each month we did receive a letter from PHH stating that we owed money, however each time I called PHH, I was told that it was an computer generated letter and to disregard the letters. We were obviously provided inaccurate information, since PHH has now begun to return our checks. More importantly, they have now reported this matter to the credit authorities and sent us a letter stating that they are ready to proceed with foreclosure. I have contacted PHH numerous times in order to resolve the matter, however have been unable to obtain assistance. I have sent two emails through the website to which I have not received a response. When calling PHH, I have either received messages that they are closed, or I have been on hold for periods in excess of 45 minutes and had to hang up, or spoke to someone that provided me with inaccurate information or was not able to resolve the issue. Following each call, PHH send a letter stating that I have contacted its customer service number and they hope that they have addressed my issue. I am currently on hold with PHH and have been on hold for this particular call in excess of 15 minutes and have yet to be put in contact with a representative. Any assistance you can provide with this matter would be greatly appreciated.Desired Settlement: I would like to have PHH resolve the matter including fixing our credit. I am happy to make the payment in order to resolve the matter, however I do not want my credit affected, and I have not been able to get through to PHH in order to determine what payment is required in order to resolve this issue and restore my good credit.

Business

Response:

PHHMC records show that the mortgage loan was referred to the law offices of [redacted] on December 19, 2013. At the time of referral the mortgage loan was in default and due for (5) months of payments; August 2013 up to and including December 2013. No foreclosure sale is scheduled at this time In regards to the tax issues on the property, there was an added assessment bill that was due in 2012 and paid on December 24, 2012 in the amount of $12,148.53 which caused an escrow shortage on the account. The taxes were billed as land only in 2012. On November 10, 2012, an added assessment bill was due in the amount of $11,818.96. This bill was only sent to the property owner and covered the additional tax on the dwelling for the 2012 tax year. On December 18, 2012, the borrower called customer service to advise there were delinquent taxes on the property and a research task was opened to investigate. The added assessment bill was paid from escrow on December 24, 2012with penalty in the amount of $12,148.53. The penalties were paid from the account because the added assessment bills are only sent to the property owner. PHH is not notified by the tax office when an added assessment is due. Below is a breakdown of taxes due in 2012 and 2013 (not including the added assessment). Land only tax for 2012 - 02/1/12 - $1642.16 – paid prior to closing05/1/12 - $1642.16 – paid prior to closing08/1/12 - $1724.25 – paid prior to closing11/1/12 - $1678.95 – paid at closing 2013 Taxes which included dwelling – 02/1/13 - $6737.16 – paid from escrow05/1/13 - $6737.14 – paid from escrow08/1/13 - $7246.61 – paid from escrow11/10/13 - $2626.29 (this quarter was low due to a late appeal that was filed by the county. The original amount was $7018.48. The updated bill was paid from escrow in the amount of $2626.29) A thorough review of the account history for the period of time starting with delinquent reporting July 2013 through present confirms that our reporting is accurate. Therefore, your request for a retraction is denied Pursuant to the Fair Credit Reporting Act, we must report delinquent account history to the credit agencies.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Is there a way to speak to someone directly regarding this matter? I typed out a full response, however experienced a system issue and was kicked out of your system.

I completely reject PHH's response for several reasons. In PHH's response they only indicated that I have contacted them once, however I have contacted them numerous times throughout the year in an attempt to resolve this matter which was part of my initial complaint. Often, I am not even able to get through to a customer service representative due to excessive wait times (in excess of 45 minutes). In other attempts I have been repeatedly transferred to a different departments who were unable to assist me, or was told that the department who can assist me was closed. In another example, I sent a request through PHH's on line system and never received a response. I have a long list of specific employee names within various departments that I am able to provide if required. Additionally, I was told numerous times by PHH employees that I could continue to pay the current amount on my mortage and to disregard the notices I was receiving stating that my payment amount was insufficient while we tried to resolve the tax issue.

PHH is also incorrect in stating that I did not make payment for a certain period of time. I timely made all monthly mortage payments, however subsequently PHH chose to return the checks to me (in one case PHH cashed the check and then wrote me another check, which I did not receive until AFTER the foreclosure notification.

I am hoping you can help me as the consumer to get my good credit restored. My contact number is ###-###-####. I appreciate your assistance in getting this matter resolved.

Regards,

Business

Response:

PHHMC records show that the mortgage loan was referred to the [redacted]mieg on December 19, 2013. At the time of referral the mortgage loan was in default and due for (5) months of payments; August 2013 up to and including December 2013. Loan is active an active foreclosure.

Please refer to foreclosure attorney for reinstatement/payoff.

###-###-####


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User Reviewer891305

Review: I changed home insurance in April 2014 my new agent told me to replace the money in my escrow account that was sent to the old ins. company or I would have a large shortage ate the end of the year. I sent in the $450 dollars May 9 2014. It was never placed in escrow. It was applied to principle. I have spent 11 months trying to get the money placed in my escrow account where it should have been placed in the first place.Desired Settlement: The $450 that was misplaced needs to be moved back to my escrow account where it was sent and where it should have been placed in the first place.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I Spoke to [redacted] (ext. [redacted]) today 4/24/15 and she told me that 1) the money has not been moved to escrow yet. 2) My escrow summary you generated on January 20. 2015 said incorrectly that my escrow was $823.02 short. It also said that if I paid the $823.02 my new Monthly payment would be $537.42. After subtracting the $450 in question that left a shortage of $373.02 which I paid. Now [redacted] tells me that when the $450 is finally moved plus the $373.02 I paid on Feb 4th I still won't be given the $537.42 your own document stated. She tells me the new payment is going to be over $560 a month. I have filled out paperwork on a financial deal that said my Monthly payment is $537.42. I don't think the lenders I'll dealing with are going to look favorably on a $30 a month lie. She also told me it would take 7 to 10 days for you to generate a new summary. You add mail time and that is 2 weeks. My deal will not wait 2 weeks. I need that summary no later than the close of business Tuesday. I hope this deal doesn't fail due to this incompetence. I only taught math so I guess I can't subtract. I also fear the only way to resolve this issue, that never needed to happen, is to refinance and get as far from [redacted] as possible. The way I do math shows you won't miss the interest generated on this loan over the next 25 years. This is so ridiculous. As an aside I don't think retraining is going to solve the employee problems I've encountered over the past 11 months.

Regards

Business

Response:

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

Consumer

Response:

[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.]

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,


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User Reviewer891325

Review: We paid off our mortgage with PHH in 2012 and received a Satisfaction of Mortgage dated January 29, 2013.

PHH has not informed the credit reporting agencies that the mortgage has been payed off and our Credit Rating is being affected. The credit rating agencies show us as delinquent on our mortgage payments.

We have not been able to get anyone in Customer Service to assist us or suggest to whom we need to speak.

A secondary issue is that the Satisfaction of Mortgage document was signed by the Notary Public, [redacted] but not signed by the assistant Vice President [redacted]Desired Settlement: Correct the report to credit agencies to show that the mortgage has been paid in full and remove all delinquent reports.

Business

Response:

Please see the attachment for our response to this matter.

Consumer

Response:

[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.]

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,


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User Reviewer891355

Review: My wife and I elected to go through the process of refinancing our home through PHH Mortgage Corporation. We choose to refinance through them because we had an existing home loan and had good service and no overall complaints.However, this process has been anything but competent by the employees of this corporation. When we called and agreed to refinance, we gave our credit card number to them and agreed to lock in a rate. The paperwork was sent to us immediately and we filled out all the relevant material and sent it back to them the next day.Several weeks went by (almost a month) and we received a call informing us that a new processor would be taking over our loan. He informed us that nothing had been done by our previous loan manager. I raised concerns, but was assured that we would likely get this accomplished before our closing date in early October.However, now there is a problem in retrieving the title and I was called yesterday 9/23/2013 and told we would most likely not meet our closing date. I was infuriated because it was due to their incompetence that we would not make our closing date and likely lose a great interest rate that we had secured.Although there were issues in retrieving this title, if a month had not been wasted due to their incompetent employee, then we may have been able to secure the title and our loan processed.[redacted] is the current processor and can be reached at [redacted]Desired Settlement: I think PHH should delay our closing date indefinitely until the title can be successfully verified in order to close the loan. My wife and I locked in an interest rate and that should be honored.

Business

Response:

We acknowledge the concerns expressed by the client regarding the communication level and follow up associated with the status of the loan application/process. We also acknowledge the most recent issue that has developed due to an inaccuracy that has been discovered on the title report for the client.

Upon review, these concerns have been addressed by our Loan Processing Management Team. A business decision has been approved to extend the client’s interest rate through October 25, 2013. The client was contacted and provided this information on September 25, 2013 and is presently being assisted by our Loan Processing Department, in order to complete the loan application process and obtain final mortgage approval.

We appreciate the opportunity to provide our response and sincerely hope this satisfies any questions or concerns regarding this matter.

Business

Response:

We acknowledge the concerns expressed by the client regarding the communication level and follow up associated with the status of the loan application/process. We also acknowledge the most recent issue that has developed due to an inaccuracy that has been discovered on the title report for the client.

Upon review, these concerns have been addressed by our Loan Processing Management Team. A business decision has been approved to extend the client’s interest rate through October 25, 2013. The client was contacted and provided this information on September 25, 2013 and is presently being assisted by our Loan Processing Department, in order to complete the loan application process and obtain final mortgage approval.

We appreciate the opportunity to provide our response and sincerely hope this satisfies any questions or concerns regarding this matter.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me at this time.

Regards,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me at this time.

Regards,


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User Reviewer891169

Review: My wife and I have had numerous issues with this company since our mortgage was sold to them after the purchase of our home in 2009. The most recent issue, and main purpose of our complaint, comes after I submitted to them notification 30 days in advance-per their request-advising them that we changed our primary financial institution where our automatic payment would need to be withdrawn. We began the process of closing our previous account with PHH's understanding that they would from then on collect the mortgage payment from our new institution beginning on 16 April 2015-after we verified they had the correct information. PHH proceeded on THREE separate occasions, twice on 16 April and then again on 22 April- to pull the mortgage from the now empty and pending closure account-we have now incurred substantial overage charges-charges PHH says they will not cover. When I called to discuss this with them-I was told that the mortgage had been paid in full-I advised them this is not accurate, as my account was empty and my former primary institution logs multiple attempts to collect. Unfortunately in this process, PHH apparently does not handle their calls-or majority have been outsourced to third party reps that are in foreign countries and they do not understand what I am attempting to explain to them. Every rep you speak with refuses to transfer to management insisting "they are all managers". We have attempted to refinance with another mortgage company, however, because I am active duty military and this is now a rental property that we do not physically reside, all companies we have contacted will not take the risk.Desired Settlement: Respectfully request a full refund of all overage charges the bank has charged us as a result of PHH mortgage's failure to withdraw from the correct account.

Business

Response:

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 Reviewer891181

Review: I closed on my house on 11/19. The loan was held with PHH Mortgage. I recieved my Paid in Full documents on January 9th. I never recieved my escrow balance refund. I have called on 1/21, 1/30, 2/3 and 2/5. Each customer service representative has given me a different excuse why they haven't sent the check or can not send it. I was told on 1/21 that they sent the check on 12/12 but they sent it to the wrong address and it will be 7-10 days when I recieve a new one. I was told on 2/5 by A supervisor named [redacted] that they had to research if the check was cashed before they could issue a new one. I closed 3 months ago and they are holding my money. This is unacceptable and illegal. They keep telling me they will have someone call me to resolve the matter and nobody calls.Desired Settlement: My refund needs to be issued and sent within 10 business days.

Business

Response:

PHH Mortgage Corporation (PHHMC) received [redacted] complaint in the Office of the President on February 8, 2015 regarding an escrow refund overage as a result of paying her loan in full on November 20, 2014. As a preliminary matter, PHHMC strives to provide superior customer service. We sincerely apologize for any frustration Mrs. [redacted] may have experienced in connection with the servicing of her loan.PHHMC servicing records reflect on December 11, 2014, an escrow refund was disbursed in the amount of $2,651.67 check#2014785871 was mailed to the property address at 4609 S. Pennsylvania Street, Englewood, CO 80113. Upon review, PHHMC received notification from the [redacted] on December 26, 2014, that Mrs. [redacted]’s mailing address had been changed. At that time PHHMC updated our system to reflect the new address at [redacted] A copy of the correspondence is enclosed for your review. PHHMC was not informed of any address changes before the check was mailed to the subject property address.On January 22, 2015 Mrs. [redacted] contacted PHHMC to inform us that she had not received her escrow refund in the amount of $2,651.67. During that time PHHMC immediately placed a stop payment on check[redacted] and also requested the funds to be reissued. Please know the time-frame to stop and reissue funds is 10 business days.On February 3, 2015, PHHMC sent the replacement funds in the amount of $2,651.67 check#[redacted] to the updated address at [redacted] by [redacted]. Please allow at least 7 to 10 business for delivery.Thank you,PHH Mortgage Corporation


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User Reviewer891193

Review: PHH is the current leader for mortgage at [redacted], PA.

on 6/26/2014, I spoke to a supervisor ([redacted] at ###-###-####) and requested that an address correction be completed in the [redacted] system. The address in the system was incorrectly noted as '[redacted]' which was preventing us from being able to refinance through [redacted].

on 9/25/2014, [redacted] informed us that the address correction was not completely corrected (i.e. is it now [redacted].

At this point, waiting another 30-60 days for a 2nd address correction will change the current terms of our refinance through [redacted] (i.e. the rate lock will expire).

The address correction needs to be complete ASAP in [redacted] by PHH.Desired Settlement: Correct the address in [redacted] immediately and make it effective immediately.

[redacted] (i.e. remove the N).

Business

Response:

In response to your inquiry, PHHMC Servicing records reflect in July of 2014 there was an update submitted for a change per customers request to reflect [redacted]. As of current date, October 2, 2014 PHHMC has updated the information into the [redacted] system to reflect the information that has been received from the Revdex.com ([redacted]).


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User Reviewer891259

Review: I contacted the mortgage company in November asking to defer the December 2013 mortgage payment. I was told I had to call back in December because my account was up to date. I told the individual I was speaking to that his statement made no sense because the due date is December 5, 2013. He insisted I call in December. I followed his instructions only to be told it is too late to make such an arrangement. I asked to speak to a supervisor, I was told one would call me. As I suspected, I did not receive a return phone call. This company has improperly trained employees as this is the second time I have had an individual perform his/her duties in an incorrect and unprofessional manner. At this time I will make sure I recommend friends and family do not secure a mortgage with PHH Mortgage Services.Desired Settlement: I expect to have my December payment deferred so I may pay off medical expenses. I expect the company will send a letter of apology and work to train employees properly.

Business

Response:

PHHMC records indicate that the borrower contacted us on November 15, 2013 to refinance his current mortgage; he was transferred to our Sales Team at that time. On December 2, 2013 the borrower called in requesting to delete the [redacted] loan payment for December due to hardship; borrower was advised that it was too late to delete the December draft. The borrower requested a callback from a Supervisor. On December 3, 2013 the borrower was again advised that it was too late to delete the [redacted] payment and that we cannot defer loan payments. If the client has a hardship, please feel free to call our service center at [redacted]or further assistance. Our goal is to provide all of our clients with exceptional service and regret any inconvenience or frustration.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The information is incorrect and they refuse to address the issue of poorly trained staff. The issue is not hardship, the issue is the incorrect information given by their employees. I have now had three instances of poor customer service. The only reason the response from this company is now posted is because I spoke with an individual this morning asking why my complain has not been addressed. This is more evidence of poor customer service.I also resent being referred to as a male. Perhaps it is the salutation of doctor that is confusing. I am a doctor and I am female.

Regards,

Business

Response:

We have reviewed the issue further and extend our sincerest apologies for the incorrect title that was utilized to address Dr[redacted]. Pursuant to our response we further apologize for the mis-information the borrower received from our customer service representative in relation to the clients’ monthly payment being deferred. Our company policy does not allow for deferred payments and this should have been properly disclosed to Dr[redacted]. In the future, please contact our Collections Department at [redacted] for any concerns relevant to payment issues being made timely. Thank you


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User Reviewer891291

Review: In April 2013, PHH contacted me and shared that they had new mortgage program called [redacted] and I could refinance my current home from 5.75% to 3.84%. I called them back on May 6, 2013 and told them I would like to proceed. They pre-appoved me for a 30 yr note, no points, 3.84% and $6750.08 in closing fees. On July 5, I contacted a [redacted] with PHH and shared with him my frustration with his loan processor, [redacted] as I was going to closing on July 9th and my file was still in underwriting on July 5. Received a call from [redacted], loan processor with PHH, on the morning of Tuesday, July 9 telling me that my loan was approved and my closing will take place at 3:30 that same day. At 3:06 pm, 26 minutes to closing, I received a phone call from [redacted] saying they could not get the paperwork to the title company in time to close my loan that day. I went crazy, asked for a supervisor. I spoke with a [redacted] and shared with him my frustration with the loan processor and their underwriters. He said to me, "Clearly we have dropped the ball" and someone would get back to me. On July 10, I learn my rate went to 4.125, 4 points, with closing costs at $10,786.98. I went stupid again, saying this was not acceptable and since they dropped the ball, they were to honor their rate of 3.840% and $6750.50 in closing cost. They came back to me and said 'NO", but they could give me a rate of 4.666 with no points.Desired Settlement: I want them to honor my original rate of 3.84% and closing costs of $6750.80

Business

Response:

Borrower filed 2 complaints for same loan number, [redacted] and [redacted], same response applies. The borrower was offered 4.66% with 1 point and our company will pay the cost of the 1 point of $1849. This was relayed to the borrower on 7/5 and we are awaiting her response.


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User NOELLE B.

Here's my FRUSTRATING experience with my mortgage company PHH. I'm in the midst of selling my properly and needed the original copy of my land survey, which PHH has in their files. I called PHH, and made the simple request to have them mail the ORIGINAL document to me. They said it would take 7-14 business days to retrieve the document and mail it to me. I agreed and asked them to proceed. 14 business days went by, and I still had not received the document. I called and was told that it was already mailed. I waited a few more days and still haven't received it, so I called again today. I was told that they were still retrieving the document, and it would take 15-30 business days for me to receive it. What?! The first time I called, I was told I would receive it in 7-14 business days, and the second time I was told that it had already been mailed! I explained to them that I'm selling my property and need this document sent to me asap. Then, I reconfirmed that they are sending me the ORIGINAL document, and the guy told me that they're not able to send original documents. What?! Why wasn't I told this the first time I called, when I made it very clear that I need the ORIGINAL document? I'm so frustrated with this company!


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User Reviewer891173

Review: I have multiple instances of submitting payment marked 'FOR PRINCIPAL PAYMENT ONLY', where my payment is applied towards future payments/interest instead of as indicated. This is unethical and does not reduce my loan balance as intended with the extra payments. This happened on multiple occasions in 2014. While it was corrected after I notified the company, I can not be assured that the interest was credited back to my account correctly.

I submitted another payment on 2/26/15 to be applied again 'FOR PRINCIPAL PAYMENT ONLY'. This payment has instead been applied towards an April 2015 monthly bill and interest.Desired Settlement: I believe this company has unethical billing practices. I would like my account audited and an itemized bill showing how my incorrect payments were applied and interest has been credited to my account.

Business

Response:

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 Reviewer891241

Review: On or about 8/14/2013 I went on my mortgage company's website to apply for a modification to my mortgage as I felt I was qualified. 6 months later, several unreturned phone calls, emails, and unacknowledged receipt of requested documentation by the case manager(s) my file remains stagnant with no response as promised on several occassions prior to render a decision on my file. I have documentation of several communications with the case managers, supervisors, and customer service reps. I was told at one point that there was a "glitch" in the system that strangely only affected my case and resulted in the case manager not relaizing that she had all of the requested documentation months ago. To this day (January 28, 2014) after my file has been reassigned twice, I still do not have an answer nor have I heard from the new representative. Throughout this entire horrendous process I have continued to supply the case manager(s) with the documentation that was requested. It seems that the only time I receive any information at all is when I call and it is at that point that they tell me they need something else and it'll take another 30+ days. I feel deceived and led on by PHH. As I informed the reps on several occassions, I am fighting to keep my house. I fell on a hardship and need the assistance that the federal government assured me I could get based on my circumstances to keep my house.Desired Settlement: It is my desire for PHH to process my application with the information and documentation that I initially submitted as it was a complete package of what was needed. It is my desire to have my mortgage midified to a more manageable amount to avoid me running the risk of a possible foreclosure in the future.

Business

Response:

PHH Mortgage Corporation (“PHHMC”) understands the borrower’s concern but respectfully disagrees with the allegations PHHMC did not communicate with the borrower for six (6) months. Servicing records confirm the borrower filed for Chapter 7 Bankruptcy on [redacted] PHHMC was prohibited from initiating any contact with the borrower due to bankruptcy filing. During bankruptcy, PHHMC is only permitted to contact the borrower’s bankruptcy attorney. PHHMC did communicate with the borrower by letter and email with regards to missing items for Loss Mitigation review. On August 14, 2013 PHHMC received the borrower application for assistance; however the application was incomplete due to missing items. PHHMC sent missing items letters on August 14, 2013, September 12, 2013 and September 25, 2013. Please review the attached letters for clarification.In addition, PHHMC communicated with the borrower by email and phone on the following dates: On August 15, 2013, sent first introduction by email, August 16, 2013 emailed missing documentation letter, August 26, 2013 borrower emailed all final documentation, and August 28, 2013 borrower was emailed to provide consecutive paystubs and additional August paystub as well. On September 24, 2013 assisted borrower with questions about a notice she received by PHHMC to submit required documentation for Loan Modification Program. Borrower wanted to know why she was required to send paystubs and [redacted] Affidavit. Again, on September 24, 2013 phone call from our Loss Mitigation department to the borrower provided a status update that team leader was being contacted to confirm that all the documentation was received. September 30, 2013 the borrowers Single Point of Contact (“SPOC”) returned call to complete internal follow-up and left message advising that bank statements were received. On October 2, 2013 the borrower was removed from bankruptcy. On October 9, 2013 the borrower called regarding loan modification status and was advised that it was under review. In order to be considered for loss mitigation options, borrowers must submit a current and complete application. It was necessary to obtain an updated application and current financial information as the investor requires that applications and supporting financial documents be dated within 90 days of the review for assistance. PHHMC sent missing items letters on the following dates: December 27, 2013 and January 28, 2014. PHHMC records reflect if the outstanding documentation are not received by February 12, 2014 the borrower’s application review will be cancelled. Please review all attached documents


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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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