The complaint has been investigated and
resolved to the customer's satisfaction
PHH Mortgagelack of service

The representatives of this company have forgotten how to be friendly and considerate and seem to have a severe lack of knowledge regarding their jobs. They sound like robots the way that they speak in monotones, they give vague answers to questions, tell me they will mail forms to me but then only mail me a letter stating the forms are also in the envelope but - NO forms. This has happened 3 times.<br />
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I am very unimpressed with this company and would NOT recommend that anyone do business with PHH mortgage.


  • Ta
    Tara Wright Oct 25, 2011

    Please sign my petition agains PHH illegal practices!

    0 Votes
  • Ca
    carolynb Dec 15, 2010

    I asked for a HAMP back in March, sent the paperwork, followed up witht PHH Mortgage from March through September, received many emails my paperwork was being reviewed, made phone calls (over 10 hours worth) and never received a denial letter until AFTER the house wa sold. They still continue to state they are reviewing my file and i was told at the time of sale there was nothing I could do, yet I found that there was a redemptin period I was never inormed of. I've contacted Fannie Mae and am still trying to work something out with them. There were many programs I qualified for, yet I was told by PHH to wait unti my HAMP was done.. They never followed up with me, they would leave me on hold and when I would finally get someone they would either hang up on me or put me back into queue. Their emails constantly said, I would hear from the within 24-48 hours. That time never came. They stated it would take up to 90 days; yet they advised ther was a delay and never responded even after my 187 plus emails. I really believe I have a case - even still they are delaying a respnse as to why they never processed my paperwork until AFTER my home was sold. See 1 example below: Sent from my BlackBerry® smartphone with Nextel Direct Connect

    -----Original Message----- From: "Customer Service (MBS)" Date: Fri, 11 Jun 2010 15:11:59 To: Cc: Subject: RE: Fwd: LSR #[protected]: Boykin, Carolyn R. (PHH MortgageCorporation#8104) Dear Mr. Hopkins, Thank you for using our email service, we hope you find the following information helpful. I do apologize but the review process for the packets is taking longer than expected. I can assure you that the file is being processed however we have no further updates at this time. You may contact our Loss Mitigations department at [protected] to obtain updates on the process. If you have any further questions or concerns, please let us know. Sincerely, Colleen Abrams Customer Service Email Staff Mortgage Service Center .

    This is what happened with me for over 6 months. Now, I hear today, that because they helped me before, I didn't qualify for HAMP; however, NO ONE TOLD ME THIS! I had other options that I never took advantage of because they said I would har from them. Their customer service is horrible. They are lazy, no consideration for the customer and will tell you anything to get your issue off of their desk. Something has got to be done about these people. I lost my house because of them and they could care less.

    They provided wrong information, if they provide anything at all, I didn't get any assistance until after I filed a complain with the BBB and the Ohio Attorney General, only then did someone contact me. Unfortunately for me, if was 1 month after they foreclosed on my house. They should be sued and put out f business.

    1 Votes
  • Jo
    johnsonfam6 Nov 26, 2010

    I have the same issues. I have sent in all of my information and they confirmed that they have everything they need for the Obama program. They also said that since my documents were just sitting there for months, they would escalate to a manager. The last time I called, the man on the phone confirmed this but said to hold and he would check. But when he came back on the line he said about 2 words and then the line was disconnected. Please someone reading this. Please help us all, the consumers. I have 4 children and plan on making 2 payments to be caught up. But received an attorney letter today that they were starting the foreclosure. I have heard I will now have to find the money for lawyer fees. my payment was $1, 400 and now it's $1750. I feel like I am just set up to fail no matter what I do and have lost my hope that I had left after reading these entries. It's a Thanksgiving that I will never forget.

    1 Votes
  • Sl
    SLReddick Nov 25, 2010

    I reported this same issue to an agent with FHA today who says that there is nothing they can do unless I call an FHA approved counselor to act on our behalf. These people are very scary. I have also received letters with no enclosures as the letter states and reported this on two separate occasions to PHH. I am trying to report them to a regulating entity and it is nearly impossible to get anything done.

    0 Votes
  • Sl
    SLReddick Nov 25, 2010

    I am having similar issues getting issues resolved regarding a partial payment that was rejected in the amount of $752.35. I called to pay all the back months and the difference for the partial payment, and they would not allow it. Instead, they said they were going to have to return the payment + one small one. I got the small one and not the bigger one. I have been trying to get my money back for over a month.

    0 Votes
  • Ch
    Chris Shumaker Oct 07, 2010

    I am having some of the same issues... I have completed loan modification documents from PHH Mortgage three different times in the past year. During this time I have been receiving foreclosure notices even when I am doing everything that PHH instructs me to do. Each time I have been told that I am "APPROVED" for the modification, and I begin to make my payments. Within three months I always get a letter telling me that I have been denied for the modification. I just completed another modification on August 1st 2010, and have just began to make my payments as scheduled on September 1st, 2010. I was in disbelief when I received a letter from the courts telling me that my home was being sold due to foreclosure on October 12th, 2010 to the highest cash bidder. I have been on the phone with PHH each month regarding these letters, and they keep reassuring me that it is a mistake, and it will be taken care of. Needless to say... I have hired an attorney, and have EVERY document that they have sent me that proves that I have been approved for their modifications. My attorney says that I have a very strong case against them, but unfortunately I will have to allow the home to foreclose before I can do anything about it!! PHH IS THE WORST COMPANY I HAVE EVER SEEN! Has anyone else noticed that they give you a bogus extention number to return calls to the same person?? I have never spoke to the same person on the phone, and my phone bill shows over 32 hours that I have logged trying to speak to them about this situation.

    -- Chris Shumaker - Riverview, Florida

    0 Votes
  • Re
    Renee Barneveld Jul 27, 2010

    After taking two pay cuts, then the plant actually closing down my husband lost his job over two years ago. He was able to get into a government funded program that paid for his schooling, but it only under the circumstances that he didn't get another job, that he would recieve unemployment and his schooling paid for. So during this 2 year coarse of time we applied three times for the loan modification program and had been denied (actually never even gotten back to, but when we later would inquire about the progress we were told very vague answers). Recently a surprisingly friendly operator explained to him that he thought we might qualify for the loan modification program-now that has my husband has finished school and gotten a job! We are behind in our bills, even after clearing out our 401k's to avoid foreclosure, so we thought yes, lets try and reapply for the fourth time. Sent in all the onfo again. Heard with in a month that they needed more info, so sent that in also. For two months have heard nothing, but now get another letter, that if we would like to apply for one of their loan modifications, we can send in the following info...Are you for real? What did we just send in two months ago? If you start falling behind (more than one payment), you're screwed. They won't accept a payment until your caught if you get 5 months behind, like we were, you're going to have to have over 5, 000 dollars (don't forget the late fees) to hand over all at once. Don't even try and send in a payment at this point, they'll just send it back. My huband asked them once "How come it takes you guys so long to get back to us about our application for the loan modification program, but if we get behind your right on top of trying to foreclose on us?" We even had a sheriff at our door one time, that's when we were waiting for my husbands 401K to send him his money...but because the letter that PPH had sent us said, "Impending foreclosure", we didn't qualify to get our money out early for a hardship...we had to fight to get his money out and by that time (because then pph WILL MOVE FAST) we were IN FORECLOSURE. Then we also had to pay the lawyer fees they'd apparently already hired for our case! They don't care if you've lost your job or not...I heard they will get reimbursed by the goverment if they foreclose on your house it will not be any skin of their backs. We built this house from scratch on family land, we are not giving it up that easily!
    We're so tired of their rude operators and lack of empathy in today's economy, all we wanted was to lower our payment so we weren't always behind and can pay some of our other bills. We have always paid (and then some), why not give us a break? Where is all this money going anyways, who profits form other's misfortunes?

    1 Votes
  • Sc
    Screwed by PHH Feb 16, 2010

    I came to PHH last year with a request for assistance and explained to them my financial difficulty in my loss of income and after months of painstaking review of all the information I provided ( pay stubs, bank statements, expenses, manpower reports from my job etc.etc.) and after all of this they lower my payment all of FIFTY dollars. This was because it was a struggle to pay the original mortgage. So if it was a struggle and a hardship to pay that what do you think an additional $240.00 is going to do to us?

    According to the Seminole County Tax Collectors office PHH paid my property taxes in November. I understand that the escrow account was short. At the same time they were completing my Loan modification. My question is when they were adding the arrears to my loan balance why not add the escrow shortage as well in order to maintain the lower payment? Does this not make sense? PHH will still get paid and I am able to pay the lower payment. That was the reason for the loan modification to begin with. What do you think is going to happen in a few months as I start falling behind? I can make the modified amount of $1355.00 a month, but $1595.05 a month?????

    0 Votes
  • Jm
    jmac Apr 18, 2009

    We are having issues as well "this time around". Have been with them for years, however after we locked, we can't get our lending advisor on the phone anymore and they also are slow to respond to emails with partial truths and generalities (saying something with out saying anything really). In addition, we are getting "low balled" by the appraiser who came in from "outside" the area and is NOT familiar with our area at all. We got an appraisal from them for 230K 2 yrs ago and put over 100K of solid returning renovations (according to our realtor who did a full price estimate w/ comps that came in 300K to 330K) This included a 3 car stacked garage with carriage style doors; new driveway; new roof with architectural shingles, foyer with tile, Pellas windows in 900 sq ft addition (huge family room with cathedral ceilings/ ceiling fans/ Master bedroom w/ cathedrals/walk-in closet and bathroom/ new kitchen open to family room with lots of counter space and a bar/ new heat pump/ hard wood floors exposed and a hot tub in the back. Well now they are saying it's worth 250K. I know prices went down but come on. Also, I was told our area went down only about 6% and houses just take longer to move. We are in an area with lots of state jobs (u know the ones that don't go away!)
    If anyone knows a good lendor please advise as I think this crisis has made them even less customer focused and more interested in covering their tales and taking advantage of rate refies given the historically low rate that out there. PMI came up so we are taking out less, but they play games with the rate based on house to loan value and they are slow to tell us the new rate. NOT good service!
    Beware of low appraisal from these guys... I know high appraisal are bad too. Fair market values are important though. Our neighbors house is literally half our size and just went under contract for 205K... it's not even up-to-date inside... crooks I tell you.
    We are considering reporting them just so this kind of thing doesn't continue. We don't actually need all the money. We just wanted to pay off our cars and do more renovations. They suck!

    0 Votes
  • Th
    Thomas Apr 01, 2009

    Awful company! The bad thing it use to be a pretty good mortgage lender until it started servicing all these other companies. They don't want the heck the are doing in terms of refinancing, make numerous errors and are fraudulent. They have gotten too big for their britches and it clearly shows.

    0 Votes
  • Ju
    Just me Mar 11, 2009

    My mortgage has been non-serviced since PHH acquired it from US Bank. From payments not being applied to my account, inaccurate credit reporting, request for service being ignored, and their chief legal council calling my minor child a [censored] for answering the pone.

    I have had nothing but frustration with this organization and advise everyone to avoid using them.

    0 Votes

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