PHH Mortgage

Their customer service is without a doubt the greatest you could ever hope for. I must give a shoutout to several outstanding customer service reps that have assisted me over the years. Allen, Perla, Donna & Dawn come to mind right off the top of my head. They along with Willie and Philip have knocked themselves out to make our every need a painless experience.

William from Georgetown, TN

About 3 months later (right around when my modification trial expired), I was asked to get some information on the title to my home. It took me a while to get those docs, and I was diligent about keeping them informed of my progress. Once I received, they asked me to sign yet another contract for the modification trial...Once I sent this version in I asked them to send me confirmation I am all set...they stated that's not their policy (red flag).

Then they called me in another 6 months saying they never received my docs...and that I would have to sign another modification agreement...and on and on it is STILL going, I sent in my title docs over 6 months ago and they told me they are "still being reviewed" and right on queue, you guessed it, they are asking me to sign another trial agreement doc!

EVERY single time I call them I get someone different who I can barely understand, and I can NEVER talk to a supervisor...there is zero escalation process at PHH. You can tell they are aware of this problem because they have "relationship managers" that are supposed to act on the customer behalf, but this isn't working... Its almost as if they are "trying" to make this so difficult that I default, and they can add costs....very shifty. Despite all of this I have NEVER missed a payment. I have filed a complaint with the BBB and as SOON as I can move away from PHH I will! They are a scam in my opinion. RUN AWAY.

I called to get clarity. I was told that I was approved and that the bi-weekly payments would start the next month and that I would get another letter with when the payments would start. I never received another letter. The next month the bi-weekly payments didn’t start so I called again. This pattern repeated every month through November. Every time I called I was told something different. One employee told me I had to fill out the paperwork again. I repeatedly asked if I needed to turn off automatic bank draft but was told no. In October I was told I had to make a manual payment for the full month then the bi-weekly payments would start the following week. I asked her twice if there was a chance that they would pull the full amount for the automatic bank draft, but she kept reassuring me no.

I made the manual payment for the monthly amount and then they drafted the full monthly amount. Despite the employee reassuring me this wouldn’t happen. They wiped out my checking account since I was not anticipating this. It took a week to get my money back. I asked to speak to management and was never passed on to a manager. Even when my calls were escalated to the escalations team I was still never provided with information on when the bi-weekly payments would be set up. Finally at the end of November I spoke to an employee who seemed to know what she was talking about.

She finally informed me they do not offer bi-weekly payments only bi-monthly. They didn’t even offer what I had been asking for. Every call I asked about bi-weekly payments and no one ever told me this isn’t what they offered. I wanted to pay off my loan faster so bi-monthly was not helpful. Dealing with this company has been incredibly frustrating. I spoke with a different employee every month from August 2022 to November 2022, sometimes two different employees and only one employee could actually answer my questions.

Then in December without my consent or knowledge they shut off my automatic payments. I am hoping I never have to call them again because I will not trust anything they tell me. As soon as I can refinance away from them I will.

I followed up over a week later with PHH and they claimed they never received anything. I double checked the 3rd party sent it to PHH and called back a few days later and this CSR then said they HAD received it when the broker sent it. I asked them when it would be processed because they seem to be unnecessarily drawing it out and no longer trustworthy. They said there's been a lot of PMI cancellation requests so it's a little backed up, fine, but they told me at the VERY LATEST it would be done by 8/26 but I now realized he just wanted me off the phone. In the meantime we requested our escrow account be closed and that was processed super fast.

On 8/29 I called and asked if the PMI cancellation was processed like they said it'd be and they said no with no further info on when it would be processed, so I finally made it to the escalation team and she said she'll "monitor" and get back to me since I said they should not be taking the PMI with our payment on 9/1. I do not expect to hear back from them and after reading more about the The Homeowners Protection Act of 1998, I suspect this is bordering on illegal practices based on the time period (30 days) they must process/stop collecting payment according to the law. I get mortgage companies are struggling and laying people off but I shouldn't have to keep paying PMI payments because they're taking longer to process (whether it's because of the times or intentionally so they can keep taking more money).

Fortunately, I still had cash from the refinance and sent them the funds (it was a huge amount). But, they incorrectly applied the payment to our mortgage balance! After many phone calls, letters, and a complaint to the Texas Department of Savings and Mortgage Lending, they corrected the mistake. However, I'm still getting letters that they are working on the issue. Employees in the tax or escrow department are unreachable. It appears that everything is handled by automation and offshore workers, and one department does not know what the other is doing.

Reading other people's reviews it seems like this is a common issue with them. They will fight you tooth and nails to make sure you continue making PMI payments to them even when your home evaluation has skyrocketed. I found it too good to be true that they are charging $150 for an appraisal in the first place and now I see why. I would be more than happy to spend $600 to get it appraised on my own right away. Avoid this company. They are not professional, I am praying they sell my loan to someone else.