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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 (161)

Satisfaction rating: 
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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Satisfaction rating: 
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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Satisfaction rating: 
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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Satisfaction rating: 
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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Satisfaction rating: 
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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Satisfaction rating: 
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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Satisfaction rating: 
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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Satisfaction rating: 
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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Satisfaction rating: 
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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User Reviewer891315

Review: I have two loans with PHH, loan numbers [redacted] and [redacted]. On 2015/02/05, [redacted], Attorney for [redacted], with whom I'm refinancing these loans, faxed a request for the Stock Certificates and Proprietary Leases for both loans to PHH. On 2015/02/09, at 11:50AM, I spoke with [redacted] of PHH Customer Service at ###-###-####, Options [redacted], who confirmed that the fax requests for the Stock Certificates and Proprietary Leases had been received. [redacted] promised to expedite the process. On 2015/02/16 at 10:25AM, I spoke with [redacted] of PHH Customer Service who told me that the Stock Certificates and Proprietary Leases had been sent on 2015/02/11 and should be received within 7 to 10 business days. However, on 2015/02/18, I received from PHH copies of the 2 fax requests and my 2 Payoff Authorization forms, documents for which I never made a request, to which I already had access, and for which I had no use. On 2015/02/19, at 10:50AM, I spoke with [redacted] of PHH Customer Service, who transferred me to [redacted] of the PHH [redacted]. Incredibly, although I had received fax confirmation 2 weeks earlier, Ms. [redacted] told me that the [redacted]. had received no request for Stock Certificates and Proprietary Leases in connection with my loans. In addition, Ms. [redacted] played down the importance of the fax confirmations I received, which only added to my frustration. Ms. [redacted] took the information for the requests from me, but told me it would take 15 to 30 days from 2015/02/19 to receive the Stock Certificates and Proprietary Leases, even though the request had been made 2 weeks earlier. On 2015/02/24 at 11:40AM, I spoke with [redacted] of PHH Customer Service who transferred me to [redacted] of the PHH [redacted]. Ms. [redacted] said she would get to the bottom of this and get back to me. I have yet to hear from Ms. [redacted]. While PHH is ignoring my request, I'm paying unnecessary interest each day the process is delayed.Desired Settlement: I will be satisfied if the Stock Certificates and Proprietary Leases for my 2 loans are delivers to the PHH Attorney within 3 days.

Consumer

Response:

RESOLVED

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User Reviewer891317

Review: I also had called prior to making my payment to ensure that it was going to be applied properly. It's almost been a month and my money is being held in suspense by this company. I did not get a response to my email, nor phone call and my $380 are still in suspense. When I called the company yesterday, I was however question why I was two month ahead on my payments.

From: [redacted] [mailto:[redacted]]

Sent: Tuesday, December 30, 2014 5:49 PM

To: '[redacted]'

Subject: RE: In reference to this web site [#[redacted]]

Today is the 6th business day and I called your company. I was told this would be fixed today and given a phone call. The issue is not fixed. Not only are you holding my money in suspense wit out reason for the last month, instead of applying it to my escrow but also my last 2 payment are not being applied properly. I guess you would rather have me refinance my house instead of keeping a customer that has paid every single payment on time. If this is not done by tomorrow, I will start refinancing with a different company. As a military disabled vet I should not have any issues doing this. I want my escrow applied properly and my last 2 payment distributed correctly.

From: [redacted] [mailto:[redacted]]

Sent: Monday, December 22, 2014 12:58 PM

To: [redacted]

Subject: Re: In reference to this web site [#[redacted]]

Dear [redacted],

Thank you for using our e-mail service. I understand your concern. A reversal has been initiated to have the misapplied funds reapplied. Please allow 3-5 business days for this to be properly credited. I apologize for the inconvenience. If you have any further questions, feel free to contact us.

[redacted] Customer Service Mortgage Service Center

--Original Message--

From: [redacted]

Date: 12/20/2014 11:51:40 AM

To: [redacted]

Subject: In reference to this web

A Question CommentDesired Settlement: I want my funds taken out of suspense and applied to my escrow and my last two payment adjusted since I would no longer have a shortage on escrow.

Business

Response:

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.

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, [redacted]

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User Reviewer891273

Review: I submitted two (2) refinance loan packages to PHH Mortgage. Both loans should have closed in May but did not close until July 18th [redacted]) and August 29th [redacted]. I provided the loan officer all of the documentation that he requested timely but the loans did not to close on time. A request for an appraisal wasn’t made by PHH until the month of August for loan #7127921711. The delay was unreasonable and the interest rates increased by over half a point. The Good Faith Estimate when I submitted the loan should be honored (4.66 with no points), since the delays and mistakes that PHH made (not responding timely or understanding what was needed to closed the loan). PHH only responded to my complaint regarding loan [redacted] but has yet to respond regarding loan [redacted] - [redacted] property.Desired Settlement: The original Good Faith Estimate should be honored.

Business

Response:

The client references loan numbers that are not associated with the correct property address that he is also referencing. The client submitted 3 loan applications to PHH Mortgage…

Loan #[redacted] is for property address at [redacted]

Loan #[redacted] is for property address at [redacted]

Loan #[redacted] is for property address at [redacted]

We have already addressed the concerns raised regarding loan #[redacted] Please advise what concern you have for [redacted] property, loan #[redacted], and we will be happy to respond.

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User Reviewer891331

Review: On 05/13/14 PHH was paid in full via wire transfer the mortgage balance of $194,246.65. A balance of $2,121.94 remained in my escrow account, I expected that the escrow would be deducted from the mortgage pay off figure; however it was retained by PHH.I waited one week,(05/20/14) for the escrow funds to be returned to me; however when that failed to occur, I contacted PHH who first informed me that the law controlled the return of escrow. I informed them that I checked the law and they are not correct.I had a discussion with a supervisor (Ralph) who indicated that it would be 15-20 business days before PHH would cut a check to return my escrow funds, in accordance with PHH policy and there was nothing he could do to change it, but would try to expedite my request, he indicated would call with their decision.Needless to say my phone is silent.Desired Settlement: Return my escrow via wire transfer to my checking Acct. which is how I have being paying PHH for fifteen years.

Business

Response:

[redacted] was contacted on May 28, 2014 via telephone by PHH Mortgage Services Office of the President. It was communicated that while PHHMC is unable to accommodate the request to send the balance of the escrow account electronically, a check would be sent via overnight delivery to the confirmed mailing address. The refund of the escrow account in the amount of $2,121.94 has been sent [redacted] on May 29, 2014 via UPS and the tracking number is [redacted]PHHMC’s policy is that escrow refunds will be retained for up to 15 business days after the satisfaction of a mortgage loan to ensure there is not a reversal of the satisfaction. We apologize if this policy was miscommunicated to [redacted] and will provide the appropriate training feedback.

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, PHH first quoted that it was the "law" that required they hold my escrow funds for a month, when challenged they admitted that it was PHH policy and not the "law".

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User Reviewer891351

Review: On October 3, 2013 I received a Release of Lien documentation of my property located on [redacted] Florida 33160 Loan Number [redacted].

On the Satisfaction of Mortgage document filed at Miami Dade County the name listed is incorrect, so it is also incorrect on the Recording Information.

The names recorded are: [redacted] and [redacted] and the correct name should read [redacted] instead.

I called the customer service to be told that "it isn't a big deal". A legal document is a big deal and the document should be corrected and re-filed.

I need the correct action to be taken to rectify it.Desired Settlement: I need the correction to be filed at Miami Dade County and also a communciation adjusting the name.

Business

Response:

PHH extends an apology for any inconvenience the issue may have caused the borrower. The errors on the Satisfaction of Mortgage have been corrected. PHH has not yet received the original documentation from the county. However, PHH has obtained the attached copy of the recorded Satisfaction of Mortgage for your records

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 Reviewer891313

Review: I obtained a mortgage with [redacted] in 2007. My mortgage payments were being processed by the [redacted] (PHH Mortgage). I authorized automatic withdrawals every two weeks in the amount of $200.00. In December 2014, my loan was sold to another company called [redacted]. I did not receive notification of this process until [redacted] contacted me via phone informing me that the January payment was late. Once I determined this was legitimate, I contacted the Mortgage Service Center to inform them to stop the automatic withdrawals. I have contacted them several times, sent copies of my bank statement showing the withdrawals and spent many hours on the phone in an attempt to get them to stop. The last withdrawal was 2/13/15. Eventually I had to pay my Bank a $40 fee to have them stop the withdrawals. In addition, I have assessed fees with the current loan company [redacted] due to not paying. I cannot make the payments because the Mortgage Service Center is taking the money I use to pay my mortgage. When I call the customer service number, many representatives have told me it is impossible for this to happen since the loan was closed. While I have remained as calm as possible, the reps have disconnected the calls, transferred me several times to peers, or would refuse to put a manager on the phone. On February 3, 2015, I spoke to a manager who eventually gave me her email address so I could send my bank statements showing the withdrawals. She stated she would look into the matter. I still have not received a phone call or message back.

I did receive one check for $395.00 which I assume was the January withdrawals which also confirms what I am saying is accurate (although the customer service representatives strongly stick to the story that once the loan is closed the automatic withdrawals will stop).Desired Settlement: I am only requesting someone look into this matter and return the money which was taken so I can forward to the new mortgage company. It would be nice if they would pay the $40.00 I was charged by my bank to have them stop the withdrawals and the $30 in late fees charged by [redacted] for two months of late payments (January and February). They have completed automatic withdrawals on the following dates:

1/2/15

1/16/15

1/30/15

2/13/15

Business

Response:

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.

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 Reviewer891371

Review: We have had a standard 30 year conventional mortgage since December 2004. The loan number is [redacted]. The original mortgage lender was HSBC USA NA located in Buffalo, NY. Since May 1, 2013, the loan has been handed over to the PHH Mortgage Corporation [redacted]. The loan has included a Private Mortgage Insurance (PMI) fee of $172.00 a month since the beginning of the loan all the way to the most current July 2013 payment. Regarding our desire to have the PMI portion ($172.00 monthly fee) removed from the loan, we were told by the lender, at the time of signing, that if we:

1 Made all payments in full and on time (No delinquency)

2 Reduce the Loan to Value ratio of the loan below 80.00% (Typically this is the loan amount divided by the original value of the property)

then we could ask for and have the PMI removed. Since the beginning of our loan, we have made every payment on time and in full, often making extra principal reduction. Our LTV (according to the lender's own website) is currently at 74.700% , well below the 80% requirement spelled out in the loan contract.

Since we have met the above requirements and made a formal request in writing to have the PMI removed, we should have received a letter indicating PMI would be in fact removed, but instead we received an email stating a letter describing the PMI removal procedures would be sent in the next 10-14 days. We have made this same exact PMI removal request before (when the loan was serviced by HSBC) and got the same type of response, but never an actual letter in the mail. We were also told the letter forthcoming in the next 10-14 days is not a statement of PMI removal, but rather a repeat statement of the conditions for PMI removal. This would stall the procedure of having the PMI removed and force yet another PMI fee of $172 for the upcoming August 2013 payment.Desired Settlement: We would like to have the PMI removed prior to our next August 2013 loan payment. We would like a decision to be made, not another letter describing the PMI removal procedures. If the lender just sits on this over the next few weeks, that most likely won't happen and they would be in essence taking another $172.00 from us personally. We have heard in the news lately that this type of delay tactic is typical and is a way a lender can increase their quarterly bottom line. We have no recourse but to rely on an organization like the Revdex.com to intervene on our behalf.

Business

Response:

PHH extends an apology for any inconvenience the issue may have caused the borrower. The PMI Department was not made aware that the borrower was requesting PMI removal requirements. The request was placed on 07/02/13. This is the reason the borrower has not received the removal requirements. The PMI has been removed and the last premium paid was 06/18/2013 which covered the premium due for 05/2013 (since PMI is paid one month behind) the June premium has been applied to the borrower's escrow. The “Congratulations letter” will be mailed out 07/05/2013.

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.]

We have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is very satisfactory to us.

Thank you,

[redacted]l

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User Reviewer891175

Review: The company mislead me and gave me false information about a product. This is also [redacted] Home Loans by the way. I was told as long as I purchased an appraisal for my property they would give me 65% of the amount in a loan. Several people told me this and it was sent to me in writing in the loan package. I ordered the appraisal and right before closing they changed their minds and didn't use the appraisal they had me pay for and instead used the purchase price of the property. I made sure to clairify all facts up front and in the end they didn't deliver the product. They need to refund the appraisal fee they ordered. They never used the appraisal like they promised they would. They changed the rules.Desired Settlement: Reimburse $500

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PHH Mortgage Corporation Rating

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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

Phone:

(602) 435-5810
(610) 279-2350
6024355810
6102792350
(866) 714-6737

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

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