PHH Mortgage
reviews and complaints

I have been on a COVID forbearance plan that allows me to defer the skipped payments until the end of the loan with no adverse effects to my credit and I get a call with the offer to continue the forbearance for 3 more months except the words, " at the end of the time a lump sum payment is due. This unscrupulous company is trying to trick home owners into falling for this and this should be considered predatory lending practices. Be very careful when dealing with this company.

We have a had a home mortgage loan with PHH which formally was Ocwen and GMAC, which means we have been with the company for many years. This year in April 1 2020 we filled out all the paperwork for a refinance. Through several emails, and phone calls of asking for more paperwork (many times), paying for a home inspection. this is one of the emails sent to us.
Original Message-----
From: Chereshanksaya, Alexandra (MBS)
To: Anne Johnson
Sent: Fri, May 22, 2020 9:51 am
Subject: RE: Mortgage loan #[protected] Johnson
Good morning! I received everything that you sent. Please, sign attached and return back to me. I'm ready to submit your loan for a final approval.
thanks
Alexandra Chereshanskaya
Loan Processor
Phone: [protected] x80126
Fax: [protected] *Please be sure to include your loan number on all faxes*alexandra.[protected]@mortgagefamily.com
Hours: Monday - Friday, 8:30AM - 5:PM ET
We have called PHH several times to no avail. Yesterday my husband spoke to Director Sokolowski our case was turned over to Rivera. We were told we had to reapply since the refinance expired. This is at no fault of our own and is the full responsibility of PHH. We have waited months. We have complied to every request and signed all paperwork as requested. This is NOT acceptable and has cost us time with other companies seeking our business and not to mention the stress involved over this process. We will NOT go through what we went through all these months to get the mortgage reduced. We are expecting PHH to make good on the stress and time put into this application. Everyone is having problems because of the epidemic, but we have not had this kind of service from any other company . Or should I say, lack of service. I have called and emailed to talk to a director in charge or the president of the company to no avail. I will await a reply and will pursue further The Consumer Financial Protection Bureau (CFPB) enforces the Equal Credit Opportunity Act. and the Better Business Bureau .
Ann Johnson
[protected]
Refinance [protected]
Home Loan [protected]

On December 1, 2019 my mortgage with PHH Mortgage matured after 15 years of payments. The company says they sent one letter in September, 2019 to let me know the loan was set to mature. They have also admitted there was no other communication regarding the loan. I did not realize the loan had matured and continued payments, which were accepted by PHH until April, 2019. The May payment was returned to me and it was then I was informed the loan had matured. I contacted PHH and was told I needed to pay the full amount of $55, 000 at that time. I contacted PHH to do a modification to my loan and had was told to submit my application as soon as possible. On July 1 I submitted the required documentation and received a letter dated July 9, 2020 saying my application was complete. My customer service representative, Wazit, informed me on multiple calls that I had completed the application and thanked me for being prompt. During this time my credit score was dropping due to my non-payment on the $55, 000 balloon, but since I was working with the company, I had been told I would not be held accountable for the loan as it was "in process". I was later told this was incorrect and I was unable to get a loan anywhere else, so I was forced to continue using PHH. On a call on July 28 I was told there were items missing from my application, even though I had a letter from PHH saying my application was complete. I was told my pay stubs, and application were all older than 90 days and were not being accepted. The fact was my documents were less than 30 days old, and there was confusion among the three customer service representatives as to what was actually needed. After three hours on the phone it was found my application was indeed submitted less than 90 days before, but the clock had restarted on the 30 day timeline PHH had to act on my application, which forced my credit even lower and ensured I either paid PHH the $55, 000 (which I do not have) or get the terms of loan if they decide to give one to me. I feel their practice is predatory in nature and has forced me to use their company at the terms they set. The company admitted I had never missed a payment in 15 years and even paid four extra months when the loan matured. Their customer service was aggressive on occasion and less than helpful.

Today is July 22, 2020, Our refinance application which started on March 24, 2020 was approved and went to processing for closing and cash out in April and ever since it went out of control and no body is answering our emails and phone calls.
We have been held hostage and lost our potential investment income and now need counsel on how to get answer.

May 2020, I mailed a payment for my 2nd mortgage. The payment was returned with no explanation. I called PHH and asked what the problem. I was told the 2nd mortgage matured 11/2019 and they could not accept any payments. I have been making payments up until May. I was them told that they would refinance, then was told they could not do that, but I would need to do a loan modification. In the meantime, they have reported my loan 30 days past due to the credit bureau. I sent a loan modification application to them and received a letter of receipt from them. I've now received a certified letter from them asking for the full amount of the loan even though they are supposedly in the process of modifying the loan which could take up to 30 days. I've tried to make 2 payments but they won't accept them. I need this to be resolved and the past due taken off of my credit report.

May 4, 2020
My mortgage was soId to PHH from Ocwen in 2019. The mortgage account was not included in the bankruptcy. I have never missed a mortgage payment nor has it been late since the filing. It wasn't late before the filing. They have now restricted all access to the account. I can only call in and make payments. They keep me on hold for at least 45 minutes just to make a payment. I cannot verify my mortgage because it is against their company policy. I cannot view my mortgage online because it is again their company policy. I cannot call to get information on the account because it is against their company policy. They keep stating because of the status of my loan they cant tell me any information. I cant even get an monthly statement to keep tabs on my loan. Everything I call in no one can answer a question and I am transferred all over. This is the most degrading thing I have experienced.

PHH never closed my paid off loan from 2001. I am now trying to sell my house and can't close because there is an open loan against the property. I can't get anyone to help resolve the issue after 2 1/2 weeks and 4 hours on the phone with customer service. In the mean time I have missed my closing and maybe the sale.

Tom Stall
[protected]@peoplepc.com

Foreclosed on my house I had paperwork in for a modification. I have screenshots that reflect that there was active review for assisatnce in the system. I never recieved a notice of intent to foreclose via certified mail or post mail recieved nothing at all from lawyer or mortgage company started receiving post cards address to homeowner that was on the 9th of december called and was told a modifications package would be sent out. That was never recieved so I found the paperwork on my own and returned the 19th of December. Called the 28th was told to call back the 30th upon calling talked to relationship manager who told me they were going to message the foreclosure dept and put that there was a error on the account that I would get a return call. No one called back. The 31st i checked the account and it reflected that all my paperwork was in and complete. I email company on the 1st to see the progress/outcome and was emailed back and told I didn't get paperwork in on time and my house was foreclosed on the 30th of December.

Dear PHH,

I need your help in resolving an ongoing issue. I've reached out, (via email, fax, phone calls, and postal mail) to customer service, and various departments within the PHH Mortgage Services Corporation. However, absolutely no help has been offered. Customer service refuses to speak with me.

My goal is to establish a win win solution for PHH and myself, in regards to the short sale balance on the property at 6976 Flagstone Drive, Austell, GA. [protected].

There was an insurance claim on the property listed above, for property damage. The insurer at the time was State Farm Insurance Company. State Farm issued a check for damages incurred, to me, and my former mortgage loan company; (Ocwen Loan Servicing LLC), in the amount of $5750.88. I signed the check, and mailed it to the PHH Loss Draft Department, (PHH Mortgage Services acquired my loan from Ocwen), on January 2019. However, the repairs on the property were never made, and the property has been sold in a short sale.

Settlement Agent: Lueder, Larkin & Hunter, LLC
Loan Payoff Debt: $54, 000.00
PHH Approved Payoff: $49, 764.48
Balance: $4235.52

The PHH Loss Draft Department is still in possession of those monies, ($5750.88), in full. I am seeking to have funds from that insurance check, satisfy the balance from the short sale, ($4235.52), and have the remaining balance of, ($1515.36), submitted back to me. This way, PHH receives all of the monies owed from my loan, and I am absolved from any tax liabilities that may be a result of the short sale.

I look forward to your help in this manner.

Kind Regards,
Michelle Bryant Collier
Loan# [protected]

My father passed away September 19, 2019. I called to notify the company a week or so after. I was told to submit a copy of his death certificate (it list me as the informant). So, I could be listed as the authorizer and be given information about the loan. I sent the death certificate via USP certified and it was received 10/30 the tracking number is [protected]. I have called the call center numerous times only to be given different information every time. It went from telling me it takes 5 to 10 days for information to be uploaded into the system. To it takes 15 to 21 days. I am suffering from the loss of my father and working a job. Dealing with this company has been a complete nightmare. I am glad you all are not servicing my home loan. I need the appraisal amount of the home, to determine if I am going to sell the house or let it go into foreclosure. Not to mention it's costing me money I'm still paying the utilities and for up kept...grass cutting/snow removal.

I called this morning and spoke to someone name Brenda. She was rude and disrespectful. During the call she told me to stop asking questions until she finished asking me questions. This was after I had given the loan number, address and my name. I tried telling her I was calling to see if I had been added to the account yet. I told her she was rude and asked to speak with a supervisor twice. I was told there was no supervisor and I could just be transferred to another employee. She put me on hold then hung up on me. I called back and spoke to another operator name Marcus. I explained to him what I had went through with the other employee. He said there were supervisors but they can only be contacted via email. He gave me the email address of Tonya Morales. I also asked for her superiors name and email address. I was told he couldn't give it to me. It is unheard in this day and age that a company does not allow customers to speak with a member of management in real time.

MRS. EDWARDS
[protected]@GMAIL.COM

My name is Brian E. Robinson, 252 Sullivan Dr, . Memphis, Tn. 38109. Loan #, [protected].I am complaining of PHH mortgage co., for saying I am behind on mortgage payments, threating to foreclose on my property. I have my cancelled checks to prove that I am not behind or late on payments.I have tried multiple times to talk to customer service, to try and find out whats going on, only to be told I will have to have a lawyers permission to talk and get information. I have sent the mortgage co., a copy of my discharge from bankruptcy, 05-2019, twice. You act as if I am still in bankruptcy, but I am not. The customer service is very poor. When I am fortunate to talk to someone, I can bearly understand them, the English/accent is awful. I am sure this complaint will be overlooked, just like the phone calls and mail, but I am still trying to resolve the issue. I have left my phone #, and address, but no response.This treatment is unacceptable and unfair. Brian E Robinson. 11/09/19

Subject: Complaint Letter on Account # [protected]

Dear Sir:

My mortgage company, Ocwen Financial Corporation, purchased PHH MORTGAGE. Ocwen Loan Servicing transferred my mortgage to PHH MORTGAGE. PHH MORTGAGE is reporting erroneous information to the 3 credit reporting bureaus, reflecting that my mortgage as "loan modified non government". In addition, below you will find the changes to my monthly statements, and the amount reported on my credit reports as the outstanding principal balance due as of September, 2019 billing.

Outstanding Principal Balance (not payoff amount) $333, 944.92
Regular Principal Balance $115, 431.81
SAM Waived Balance $218, 513.11
(The SAM will lower the principle balance on your home to 95% of the current fair market value, for this the lender has the right to share precisely 25% of the equity you build over the life of the loan, of course never the exceed the amount they forebear These waivers are contingent on the fact that the homeowner must not fall behind more than 90 days during the first three years, if the homeowner does fall more than ninety days delinquent the forbearance stops and the amount that was forgiven becomes a balloon loan that would be due at the maturity of their loan or in the event of a sale regardless of the amount of equity built up in the home.)
I HAVE NOT BEEN 90 DAYS PAST DUE SINCE THIS PROGRAM WAS APPLIED.

My online billing statement reflects the following:

Loan Type Conventional without PMI
Original Loan Amount $293, 000.00
Principal Balance $115, 431.81

When they took over Ocwens mortgages, my billing should have only changed as I made payments. They made my report change due to these new calculations lowered my payment percentage to 11%. My credit score dropped significantly as a result. I am furious that they reported incorrect information AND no previous payment history from Ocwen. My mortgage was NOT modified with PHH nor did I receive any notification of any changes to my mortgage loan with PHH. It was transferred from Ocwen which I did receive written communication, and I had zero control of that decision. I want PHH MORTGAGE to do the following:

1. Remove the false report stating my loan was modified.
2. Correct the original loan amount and principal balance due on my credit reports.
3. Update my loan history from the Ocwen mortgage transfer.

The second issue regarding this complaint letter is the level of service I received on my denied loan modification request. I submitted a significant hardship letter and application, requesting a cash out refinance. I provided substantial documentation to support my hardship, which included a chronic illness, costly medical treatment, financially assisting my ill mother in emergency situations which eventually lead to her death (provided copy of death certificate), 2 month mortgage delinquency, outstanding debts that would be paid with the proposed cash out, and commitment to sign up for automatic payment to rebuild my credit standing moving forward. The appraisal amount was $338, 000, and I was requesting $80, 000 cash out before debts were paid. The reason for the denial was the following:

1. Time since delinquency is too recent or unknown. How can that be when the Ocwen account was transferred, and my medical treatment report, mother's illness and death certificate, and other documents was enclosed.
2. Lack of recent revolving account information. I only have two accounts, my mortgage with Ocwen since 2006, and my car loan with Westlake and paid off car loans with Honor Finance.
3. Number of accounts delinquency. THIS IS WHY I SUBMITTED A HARDSHIP LETTER FOR A CASH OUT REFINANCE.
4. Serious delinquency and public record or collection filed. Public record was dismissed and the medical collections accounts were to be paid with the cash out request if approved. I submitted all the accounts and debts in my modification request package.

PHH only recommendation was Short Sale or Deed in Lieu. I don't know what Settlements mean as an available option. After receiving the denial letter, I submitted an appeal requesting forbearance, and received an acknowledgment letter in August, 2019. I have not received a response since then. I am continuing to look for ways to resolve my financial hardship, and contacted PHH again. The agent explained to me that when I make my payment on the 4th Wednesday of the month, I can call in to discuss establishing a repayment plan over the phone. Why wasn't this offered to me before as a viable solution option.

It was so much easier to work with Ocwen, who really seemed to want to help homeowners who are having trouble making their payments. In my case getting current again. Please let me know how PHH Mortgage can correct these errors, and make servicing my loan mutually agreeable in their assistance to help a homeowner dealing with a hardship and major chronic illness that is now stable.

I look forward to your response and timely resolution to this matter.

Thank you,
Mindy M. Spears

PHH started servicing my mortgage in February 2019, Ocwen which was my previous mortgage company forwarded my Feb payment to PHH. I started paying PHH through my bank on 03/01/19 by sending them a full mortgage payment. I then started paying them bi-monthly like I had been doing with Ocwen by sending a payment automatically on the 15th and the last day of the month. PHH managed to apply the funds correctly for April and May payments. However, when June rolled around I started receiving mail and phone calls stating I was behind on my payments. What I came to find out is any payment I started making around the 15th of each month was being credited as a payment towards the month prior.

I thought I had resolved this problem by talking with Franchezca Macedo from the "escalation department", I was mistaken as here we are in July and I'm receiving the same mail correspondence and telephone calls saying I'm late on my July payment as they applied the payment sent on June 14th (15th was a Saturday) to my June 1st payment which was already paid in full and had the late charges and payment reversed. Not to mention they've all ready applied my July 15th payment back to my July 1st statement which means I'll be dealing with this again for another month.

The call center is a nightmare to deal with, I can't talk to supervisor and I can't get a direct line to call someone at PHH that isn't from the call center. Franchezca Macedo is just some made up employee in my opinion, as when I tried to call her at the number provided I went back to the same call center. When I asked to speak with Franchezca Macedo on multiple calls, not a single call center employee can seem to find her or contact her. There seems to be absolutely no way with this company to actually contact the same person twice.

This little disclaimer seems to explain the company very well: PHH Mortgage Services, LLC is a debt collector attempting to collect a debt and any information obtained will be used for that purpose. However, if the debt is part of an active bankruptcy case or if your personal liability on the loan has been discharged through a prior bankruptcy court issued Order of Discharge, this communication is not intended as and does not constitute an attempt to
collect a debt and is provided solely for information purposes.

I get the feeling as a "debt collector" there interests don't revolve about serving our loans correctly, but in collecting as many fees as possible. I've never missed a payment with Ocwen all the years they service my mortgage, and have either paid on time or the way I'm currently trying with PHH. How is in the six months I've made payments to PHH the way I did Ocwen I'm going to get told I'm late with my payment three times? It is because they want to manipulate the system to their benefit as I doubt they actually want customers who pay their bills.

Tired of spending hours every month trying to give PHH my money. I am so frustrated, I have posted on every complaint site that I can, of my experience. I see that many others are having the same issues with PHH.

PHH website as well as their phones: 855-245-3916 and 877-744-2506 do not recognize my loan # nor my password nor "security code" in spite of resetting, numerous times. Can't submit complaint via PHH Complaint site to Facebook. Can't access via PHH email payment links, nor via IE nor Chrome. It's like flying blind. Have no idea of the status or my loan or whether my payments are posting. For the three months that my loan has been transferred from Ocwen, I always spend 2-3 hours trying to access my online account and on the phone with Reps trying to help me get access to my loan info, without success. I always have to give up with them to cut my losses in my time. Yesterday I was on hold long enough to take a shower, do my make-up, set my hair and let my dogs out & in, before the Rep that I was working with, finally came back on the line. And, then I had to rush to my clinic see patients. Last month, trying to get online to pay, I was on the phone with a Rep for over an hour, also, after strugging with the website. The month before, I struggled with PHH phone system and website for around 3 1/2 hours.

I am done wasting my time, every month with trying to make a payment. I will call a Rep every month to verify the amount (which is, in itself an investment of at least 1/2 hour), then snail mail my payments two weeks in advance (just in case PHH's check payment processing is also shoddy), since I cannot access my on-line account info. And, will start looking for refinancing, elsewhere, with a company that is run professionally.

With Ocwen, it only took about two minutes to go to their website & post my payment, every month.

If I find that PHH's dysfunctional payment venues or snail mail processing causes issues with my good credit, I will seek legal advice against PHH and Ocwen, for transferring my loan to such a travesty of a subsidiary.

An insurance claim check was submitted on June 27, 2019 for over $10, 000 for storm damage to my roof. The hazard insurance processing center received the claim check along with $10.00 towards overnight shipping gurarantee fees The claims check was shipped Federal Express with no signature requirement! In addition, the document was not received overnight and I consequently had to go through the trouble of contacting Federal Express to track the document and contact my insurance company to reissue another claims check. I phoned the hazard processing center @ 888-882-1855 and over the next several days had to follow up on receipt of the re-issued claims check which was mailed through US Postal Service. I requested that the reissued check be sent Federal Express due to not receiving the first check as promised with the $10.00 overnight fee. After speaking with customer service representatives on a daily basis from July 16 through July 24 requesting federal express delivery, I was finally told that the check after a nearly 4 week delay was mailed through regular Postal Service. It is unacceptable and shameful to have to endure such lackadaisical and inept service from a supposedly insurance magnet!

Their IT service and customer service is pathetic...they bought my mortgages...I had no choice...their website will not transition and when you call you are hold for hours! When you call the "collection line" they refer or transfer you to the IT hold. DO NOT CALL ME FOR PAYMENTS IF YOU CAN NOT HELP OR HAVE A SOLUTION. They lie ! What is the NY State Bnking department thinking...this is a bad company!

Sign in kept rejecting user name and password . Tried several different ones. None accepted and locked me out. At one point it told me I was already registered. Called customer service. Gave me tech support #. Was told I had to call different # for WA. Kept getting customer service. Spent a lot of time on hold for all calls. Last customer service transferred me to tech support. Was on hold for at least 10 min before music(?) turned to static. Frustration level was very high so I quit.

I was an ocwen customer and after they sold to phh, I have never dealt with such incompetent imbeciles in my entire life! I had to call every day like a bill collector hounding them for 3 weeks to get a payoff letter and it wasn't until I had to conference in my attorney that stated I would be in breach of contract that they actually did something. Then 10 days after I closed on the loan and the funds were wired and received by phh, I called to check on when my escrow balance would be sent. They claimed they never received the wire and I had proof that they did! Now 12 days after the close, no resolution but yet they have had the money from the wire transfer for 12 days! I called to speak to the escalation manager that I had spoken to previously and after being on hold for an hour, they dropped the call... Apparently you cant be on hold for an hour. Do yourself a favor and refinance to get away from this mortgage company! It will cause you less headaches in the end!