PHH Mortgage Reviews

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About PHH Mortgage

PHH Mortgage (NMLS #2726) has provided mortgage services and financing solutions for more than 30 years. PHH Mortgage offers a variety of loans for home purchases and refinancing and provides assistance from experienced loan officers. Its website also has mortgage resources, including educational articles, checklists and loan calculators.

Pros
  • Variety of purchase and refinancing loan types
  • Available nationwide
  • Online tools and resources
Cons
  • No fully online application
  • No home equity loans or HELOCs

PHH Mortgage Reviews

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    How do I know I can trust these reviews about PHH Mortgage?
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    Page 2 Reviews 10 - 40
    Staff

    Reviewed Nov. 8, 2024

    Worst ever. They are criminals masquerading as mortgage servicers. DO NOT GIVE THEM YOUR BUSINESS. Bankrupting my poor mother all the while gaslighting and deceiving her. They are inhuman monsters. RUN!

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    PHH Mortgage
    Response from PHH Mortgage

    We're sorry to hear about your experience. We appreciate your feedback and will evaluate opportunities to improve our service in the future. We may reach out to you via phone or email for further information

    Customer ServiceLoan Process

    Reviewed July 23, 2024

    I rarely write a review online but it seems this is uncontrollable anymore. If there is a 0 rating for them or negative rating I would give them. My previous lender sold my loan to PHH and then from the first day a problem occurred already. They are claiming that they did not got my payment but my bank manager told me they got it. The issue last until present still they haven’t resolve. It’s been 3 months I called them every week to follow and able to escalate to their escalation manager the same so I can’t wait to be refinanced so that I could get out from this horrible experience with this lender.

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    Customer ServiceStaff

    Reviewed June 18, 2024

    PHH of the four mortgage companies that have had my house, I have never had such a terrible experience, such poor management of my escrow funds, nor have I ever had such poor customer service, rude, indecent, contemptuous and sarcastic as the agent. PHH agent code ** if I remember correctly his name Alvin. These people took money from my funds and sent it to the wrong insurance account and now they don't want to take responsibility and return it.

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    Customer ServiceStaff

    Reviewed May 2, 2024

    As many have said here.. customer service does not exist. If this company really cared… they would recognize these reviews and change this terrible experience we have with PHH Mortgage. They have a call line offshore in India. The people on that line only speak a script, say they’ll call back with answers and never do. It is up to you to follow up and then it’s the insane cycle again and you get nowhere. When I refinanced, PHH bought the loan. It is a horrible company to represent you.

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    Customer ServiceStaffRates

    Reviewed April 30, 2024

    Absolutely horrible company. I recently had new flood plain maps drawn from FEMA showing that my property no longer requires flood insurance. I submitted these document to PHH via their worthless website where you are suppose to upload such documents. A few days later, after speaking with the flood insurance company and submitting the same documents to them and they validated that the property no longer required insurance, I called PHH to confirm that they received the documents and would update their records.

    First, they said that they "did not receive" the documents. When I told them that I work with computers everyday and I was sure that the documents were uploaded, they put me on hold for 10 minutes, and MAGICALLY found the documents! But now....they needed to "review the documents, which can take up to 10 business days." About a week later, I received a letter from PHH saying that they had "reviewed" the FEMA documents and I still needed flood insurance! I have a great flood insurance company (Flood Simple), and, after talking with my agent about this, SHE called PHH and was basically told the same thing. She argued that it seemed strange that an insurance company AND A FEDERAL AGENCY said the property did not require flood insurance, but they did!

    So....we determined that the easiest course of action (and to avoid PHH from purchasing overpriced flood insurance as they threatened to do in the letter) would be to re-instate the flood insurance policy for the next year, and maybe try to fight with them again in 2025. So....a new insurance policy was re-instated on April 16, 2024. But then....on April 24, I received another letter from PHH which was dated April 16. It started that they "no longer require flood insurance." Absolutely unbelievable. I have been with this company for close to 10 years, and luckily have really never had to do anything but pay the monthly mortgage payment. If I did not have a 4% interest rate and have to almost double that to re-finance, I would be gone in a heartbeat!

    But if you are looking for a company that is great at customer service, PLEASE DO NOT GET A MORTGAGE WITH PHH MORTGAGE! Oh, and good luck trying to push the right numbers on your phone to navigate their worthless voice-mail system I spent 5 minutes pressing buttons and then spent a minimum of 15 minutes on hold to finally talk to a human. Oh, and I am not prejudice, but I finally had to ask for a representative from the United States. They love to read things off a script and spend a lot of time apologizing and thanking you instead of listening to their customers. And since my insurance agent had the same issues, I do not feel that I am exaggerating any of this. STAY AWAY AT ALL COSTS!

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    Reviewed April 25, 2024

    I would say as far away from this mortgage company. As you can period I paid off my mortgage. They were supposed to send me x amount. They took $2500 more and it's. I will never see that money and it's not right. It's not worth fighting over and get an attorney. Stay far far away

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    Customer ServiceStaffLoan Process

    Reviewed April 25, 2024

    - [ ] I’m a Mortgage Loan Holder since 2021. We are selling our property, and called ahead to inquire if our loan was assumable for a potential seller. They would not give me any details aside from this, just that it was without submitting a formal name and application for the Formal Assumption. They clearly told me that it was. After a potential buyer put an offer in, PHH then told me that they were submitting an application once I called in with the name. A week and a half later, I called to inquire on where the mailed paperwork was, and they told me two excuses, one being that it must be a family member, even though they won’t show me in writing disclosed previously where this is stated in my policy that I had prior to the application.

    Now, it has put everyone is a difficult position. The assumption team only has an email, and they take 7-10 business days to respond to your email in their queue, responding with 1 word sentences. A simple reply takes another 7-10 days. The worst experience of any lender I’ve ever dealt with. Taking legal action against them!

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    Punctuality & Speed

    Reviewed April 20, 2024

    I currently have a tax lien on my property because PHH Mortgage refuses to pay the property taxes on my property. I’ve been calling and emailing since Jan there has been no resolution. I’m worried, stressed and anxious because I never thought someone who pays the bills on time would lose their home after making on time payments every month and keeping my mortgage. I wish I never had anything to do with this company and it willl be a relief when my account gets sold to a reputable company. Their good gel reviews are even worse this has been an ongoing problem and the fact they’re has been no resolution is ridiculous. I wish there was a zero stars button. They don’t deserve a one

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    Punctuality & Speed

    Reviewed April 9, 2024

    My insurance premium for 2023 was unpaid by PHH after they got 5 copies of the invoice over 1 1/2 months. 3 days after the policy expired one of their supervisors told me to "send the invoice again and they would open the email the next day and look into paying it." I had to pay it myself. It took a month to get half reimbursed then another month to get the rest. Since I had to come up with over $2,000 myself I informed them we were going to do a 3-month deferment with those payments due at the end of the loan term. They approved that after a couple months of lies about how that was not a thing. After the 3 month deferment I went back to paying on time and in full as always and they started sending me collection letters saying I was 3-5 months behind. In December 2023 I got the invoice for the policy renewal and sent it to them. I told them to pay it ASAP. They said they wouldn't pay until the Jan 15th due date.

    Since I knew that was the same lie as a year prior, I paid the premium myself and informed them that the Feb payment would be short by the amount I had to pay on their behalf. Around April 5th they sent me a copy of that Feb payment check and said they destroyed it and now I'm another month behind. When I asked the "supervisor" what he expected me to do if the building burned down while they caused me to be uninsured he said "just send them the premium then and they will cover the property." I have wasted close to 30 hours of my life over the last 16 months trying to get them to do the right thing and they do nothing but LIE LIE LIE. For every future mortgage I will be asking the lender to confirm that they will never send my account to phh. If they are unwilling to put that in writing, then I will refuse to do business with them. I advise you to do the same.

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    Customer ServiceStaffLoan ProcessRates

    Reviewed March 15, 2024

    We had a reverse mortgage with PPH for almost 10 years. Throughout the loan, it was always very difficult to get to information either online or over the phone. After substantial changes in the interest rates, the interest was now eating up the credit and equity in our home so we decided to pay it off. It has now been over 45 days since they received the payment... They will not provide the final statement of accounting, the original note of instrument, the note marked paid, or a refund of our overpayment. Phone call after phone call just gets "We don't have to pay refunds, just check back next week for whatever else you are looking for." They say there is no access for customers to the payoff department, none of the customer service reps have anyone else they can ask or have no supervisors. A complaint is filed with our state Department of Finance and the Attorney General's Office at this point and we still have none of the legally required documents.

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    Punctuality & Speed

    Reviewed Feb. 2, 2024

    In December 2023, I received notification that a tax lien had been purchased on my home due to an outstanding property tax payment. I contacted PHH on three separate occasions and every representative confirmed the taxes had been paid for 2023, 2022, and 2021 and further back. I called my county tax office and learned the second payment for 2022 was returned because PHH made it using a check and the tax office only accepts wire transfers (which is how the payments had previously been made). The county tax rep urged me to pay the attorney to release the lien and pay the outstanding tax bill if I was able because the attorney could start foreclosure proceedings because I was outside of the 4 month timeframe where the bill could be settled without additional steps being taken.

    I contacted the lawyer and requested the lien payoff amount and sent it to him. He then emailed me, PHH, and the county tax office stating the lien had been paid so now the tax bill could be paid. However, the release of the lien was only good for 10 days after which, additional fees could accrue. I spoke to a fourth PHH representative who then confirmed that the second payment for 2022 had been returned and they placed the money back into my escrow account with a 'tax refund' note. At no point was I notified about this when the supposed refund occurred. A simple review of the 2021 property tax bill should at the very least make them wonder why a check would be returned for overpayment and do further research.

    I finally spoke with an escalation manager who was working with the tax department to get the outstanding taxes paid; he also informed me a check had been mailed to me to cover the attorney fees I paid on the lien release. In mid-January, a PHH rep called to let me know the taxes (along with interest and penalty fees) had been paid by PHH; however, when I inquired again about the status of the attorney fees, I was informed that check had actually been sent to the lawyer who purchased the lien.

    At that time, I contacted the lawyer and he informed me that he only received my certified check. After two additional conversations with escalation managers, I was informed that because I paid the lawyer myself, I would NOT be refunded. Yet PHH seemed to attempt to pay the lawyer but someone they won't refund me for money I paid out for their negligence. PHH has failed in their fiduciary responsibility to ensure my escrow payments are disbursed on time and maintained to include any and all fees accrued for their mistake.

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    Staff

    Reviewed Feb. 2, 2024

    PHH makes me want to puke!! I hope when they all die they are locked out of God's home for what they have done to so many people just to get richer! Go to hell all of PHH mortgage workers. You all deserve a special place in hell! They lie, they cheat, they act like they are working on your problem. You pay and pay and they don't apply your payments. You show proof you paid and they are going to fix it but they DON'T and never planned on it! I'm like a wild maniac when I hear PHH for what they have done to so many people. Cheat! THIEVES! Fraud! Liars! They destroy lives and don't bat an eye! They kill dreams and sleep well at night. If you read this and think all these people must've missed payments or something and they deserved it THINK AGAIN!!!! NOT SO.

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    Customer ServiceLoan ProcessRates

    Reviewed Nov. 13, 2023

    Good morning, I have been "**" around for years by PHH, Ocwen, whatever they call themselves these day. I have a condo in Florida and basically they have added $120,000 to the end of my loan. I paid $344,500 for it in 2008 and put $70,000 down. I mortgaged about $275K and during the housing crisis, I did a loan modification and was paying interest only for 10 years. Now, I still owe $260k on the condo and a whopping $120,000 at the end of the loan. After living here 15 years, I actually owe more than I paid for the condo in 2008, not to mention the money I have paid my mortgage. I am hoping to speak to one of the attorneys to discuss my options. I can be reached at **. Thank you, Lynn

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    Customer ServiceStaff

    Reviewed Oct. 11, 2023

    Do not choose to do business with this company. I didn’t choose them. My mortgage was sold to them. A water pipe burst in my home over 5 months ago, which caused over $100,000 of damage. My insurance company has been great, but as they release claim checks to get my home repaired, they have to include PHH as a co-payee.

    The insurance company has released 66% of the funds. PHH will only release 42% of that money to me. They refuse to release any more until my repairs are 80% complete. How can I get to 80% complete with only 42% of the money? That’s a question no one at PHH will, or can, answer. Thanks to my own mortgage company, we’ve been without a kitchen for 5 months, and will still not have one by Thanksgiving or Christmas. Because I cannot escape the nightmare of their call center, I reached out directly to Glen Messina, the CEO. He chose not to respond. My house is still gutted. We just want our house back. Avoid PHH if at all possible!

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    Loan Process

    Reviewed Sept. 28, 2023

    Avoid PHH at all costs. We did a loan modification and they reported us to the credit companies for nonpayment even though we made the modified payment on time. Our collective credit scores dropped almost 250 points in a single day. Talking to someone who does not have an accent is impossible. I was told to email my concerns (in a PDF form), which I have done several times. I spoke to my lawyer who said they need to do a rapid rescore on our behalf. I have not heard back from PHH and it has been over a month. Absolutely awful experience.

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    Customer ServiceStaffLoan Process

    Reviewed Sept. 18, 2023

    Had mortgage for years. First issue is they keep changing loan servicers. Hard to keep up. Reps on phone are mostly rude and unknowledgeable. Spend most time reading scripts to protect them. Recently got behind 1 payment due to illness. Long story short, eventual 2nd payment plan is mathematically incorrect. Would have us pay 8 payments over 6 months. It is simple math. We are elderly, the time and trouble trying to correct this error has stressed us. Recently advised by nonprofit law firm to file a ‘Notice of Error”. Stay away if possible.

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    Customer ServicePunctuality & SpeedStaffLoan Process

    Reviewed Sept. 18, 2023

    ABSOLUTELY HORRIBLE! We refinanced with PPH Mortgage and ever since we completed the refinanced, it has been a nightmare. We attempted to un-escrow our taxes as we did not sign anything at closing that said we needed to keep our taxes escrowed. We got declined because it was a "commercial loan". Okay, we let it go because "it is what it is". Well, it's school tax time and on the 4 properties we have in our portfolio loan, only ONE got paid on time. The 3 others still have not been paid (due 8/31/23 & 9/15/23). I have called numerous times and attempted to email and call my loan specialist Kimberley ** and she refuses to contact me back. I have multiple emails of me reaching out, asking when my taxes will be paid and nothing in response. I have called and spoke with other reps and they "chat" over to her and she will make comments saying "I will call her today" and NEVER does.

    She is extremely unprofessional and unhelpful. Since this company has not paid my taxes on the 1st due date, there are extra fees added on which supposedly PPH Mortgage will cover but again, it will be months of me contacting them and bugging them to refund my escrow account. This could be completely avoided if they allowed me to pay my own taxes as I have asked multiple times. They did not pull their end of the bargain and pay on time but no one there seems to be able to help. They just apologize and say "I am so sorry. This should not have happened". When I ask to speak with the tax processing team, they do not take calls so it is impossible to reach anyone who can help me. Worst mortgage company out there.

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    Reviewed Aug. 4, 2023

    My mortgage was sold to PHH and I have been unhappy since. They are paying taxes on a lot next to my house. Not where my home is. This cost me almost 3000.00 from the state for taxes not paid. Dumb.

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    Punctuality & SpeedLoan Process

    Reviewed July 8, 2023

    The service at PHH is beyond awful. PHH did not pay our 2022 taxes, despite me contacting them in November 2022. It was months into 2023 before they paid part of them and they still have not completed paying them. I contact them multiple times a week since May 2023 and all I get is "We are 'researching' it" despite me sending them all of the documentation. Now, I have to deal with our township threatening to place a lien on the home and not provide vital services. All because PHH is horrible at what they do. They have also been unable to confirm that any late and lawyer fees have not been deducted from escrow account. Overall it has been a horrible experience and we will be refinancing as soon as we can to get away from them.

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    Response from PHH Mortgage

    Nneka, we are extremely sorry to hear about your experience with PHH. I have forwarded your details to one of our escalation management team members for review and they will contact you to discuss your concerns regarding tax payment in detail. Thank you.

    Customer ServiceStaffLoan Process

    Reviewed May 21, 2023

    It started just recently on the May payment. They have not applied the payment even though they have received the payment within the grace period in the contract. I have spoken with a customer rep from PHH one time on May 17th. Nothing discussed on the phone has been followed through on. I believe they are trying to blatantly push this loan into default through no fault of my own. I believe they are in retaliation over a review written on another site. They don’t listen well and I can hardly understand them with their heavy accent. I believe they do this to make it hard to record them. I have received my Return Receipt certified green card back showing it was delivered. This was explained to PHH rep.

    As of May 22nd my payment hasn’t been processed or applied. Will have to call again and see what is going on. I believe at this time they are not going to apply the payment. Also I feel this is a blatant attempt to get me to change over to paperless and pay online. During our conservation the PHH mortgage rep he asked why I didn’t pay through the web site. I’m like others here. Why can’t or won’t stop them. They are murdering people, with stupidity. Now I hope people will not use this company. I had no choice, my loan was sold to them from Ocwen.

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    Response from PHH Mortgage

    Richard, we are extremely sorry to hear about your experience with PHH. I have forwarded your details to one of our escalation management team members for review and they will contact you to discuss your concerns regarding missing payment. Thank you.

    Customer ServicePunctuality & SpeedLoan ProcessTransparency

    Reviewed May 9, 2023

    They don't respond to the 20 letters of request for detailed information. 5 years later and nothing! No agency can help put a stop to their insane way of accounting. They can't even explain it. Only more charges and more charges. The loan is now more than it was originally and they can't explain why. Who regulates them?

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    Response from PHH Mortgage

    Stephanie, we take all feedback seriously, and we apologize for your experience. Your information has been forwarded to one of our escalation management team members so they can review your account and follow up with you.

    Verified purchase
    Customer ServiceStaffLoan Process

    Reviewed March 17, 2023

    I wish I could give them 10 stars. I’ve been doing business with PHH and its predecessor for over 8 years. I must admit when PHH purchased RMS back in 2021 I was more than a little apprehensive regarding the change of ownership. My wife and I had enjoyed such a great relationship with RMS for over 6 years and now we were dealing with the Covid nightmare. Being in our late seventies we were under a load of stress dealing with some serious health issues. To make things even worse our income was abruptly turned upside down 2 years ago thanks to the Covid pandemic. Even dealing with typical expenses like property taxes and insurance was a challenge. However, I am very excited to report that PHH knocked themselves out to get us through the Covid crisis.

    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.

    One more thing I would like to mention. We were warned back in 2014 to avoid reverse mortgages like the plague. My wife and I after a lot of research decided the reverse mortgage advantages far outweighed any disadvantages. Being in our seventies we decided the security of not having to ever worry about another house payment for the rest of our lives gave us a lot of comfort. And now just 8 years later our countries economy is in the worst shape in 40 years along with threats of WWW 3 and global pandemics. Well needless to say we are convinced more than ever that we made the right decision going with a reverse mortgage and the icing on the cake has been PHH. God Bless PHH!

    William from Georgetown, TN

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    Response from PHH Mortgage

    Thank you, William. It is our goal to provide an exceptional customer experience, and we are delighted to read your feedback about PHH. Thank you for taking the time to share your experience, and we appreciate the opportunity to work with you.

    Customer ServiceSales & MarketingStaffLoan Process

    Reviewed Feb. 6, 2023

    The run around I have received from PHH has been unbelievable. To be honest it started out great! My original loan was "sold" to PHH with no problems. When COVID hit I lost my job and reached out to PHH to see what is and isn't possible. They offered me an extensions, with the ability to "modify" my loan...I WAS very pleased! Then the drama started, I had to sign documents that confirmed I had in fact been approved for the modification...and I sent in a notarized copy.

    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.

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    Response from PHH Mortgage

    Ted, we are extremely sorry to hear about your experience with PHH. I have forwarded your details to one of our escalation management team members for review and they will contact you to discuss your concerns regarding loan modification. Thank you.

    Customer ServicePunctuality & SpeedStaffLoan ProcessTransparency

    Reviewed Jan. 20, 2023

    In August 2022 I called PHH asking if they had bi-weekly payments. I was told that they did, at first the agent said I couldn't be set up on it if I had automatic bank draft turned on, but then he came back and said I could. They sent me the paperwork to fill out. I completed the paperwork and faxed it back in at the end of August. I received a letter that was confusing about a week later. It didn’t say if I was approved, it didn’t say when payments would start, but it mentioned making a manual payment which was confusing since I was on automatic bank draft.

    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.

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    Response from PHH Mortgage

    Leanne, we apologize for your experience and appreciate the opportunity to resolve any issues that you have. Your account has been assigned to one of our escalation management team members to review and they will be in contact with you to discuss this in further detail. Thank you.

    Loan Process

    Reviewed Dec. 5, 2022

    We obtained a mortgage from another lender and it was sold to PHH. I have read the state rules for dropping PMI and we have met them- having the legal amount of equity from our routine payments alone. On top of that, I forwarded PHH invoices for improvements (new windows in the whole home, new kitchen appliances- both totaling $80,000 for a measly 230,000 mortgage). Still, they want to milk me for $150 to hire their appraiser to come appraise our home. My mortgage is now about 15% of the value of our home- one only needs to see a photo to tell the improvements yet they want me to pay their biased appraiser. It’s just another money grab when my closing docs with the original mortgager said nothing of fees to remove fees! Go to United Mortgage, Rocket Mortgage, 5/3 bank- options are nearly limitless! This place is a money grab.

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    Response from PHH Mortgage

    Tricia, we apologize for your experience with PHH. I have forwarded your details to one of our escalation management team members for review and they will contact you to discuss your concerns regarding PMI in detail. Thank you.

    Stratis increased rating by 4 stars.
    Loan Process
    After a positive interaction with PHH Mortgage, Stratis increased their star rating on Sept. 9, 2022.

    Updated review: Sept. 9, 2022

    Got it sent today. Thank you.

    Original Review: Sept. 7, 2022

    Our broker reported to us as we tried to get our house refinanced, that they had never encountered a mortgage company who will not provide a payoff statement. They've contacted PHH as have we with written or DocuSigned authorization. Verbal authorizations abound. Ready to send a notice of error but of course that can take a while and our original payoff statement request was through September 20th.

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    Response from PHH Mortgage

    Stratis, we apologize for your experience with PHH. Request you to send us a private message with the loan number and property address, we will review your account and contact you. Thank you.

    Customer ServiceLoan Process

    Reviewed Aug. 30, 2022

    Worst experience I've ever had in getting a home loan. They misrepresented information in emails - ended up going back and saying we needed to come up with $4,000 more in closing costs which we couldn't afford, would not release the appraisal we paid over $700 for - and ended up with a lender who said that their fees and costs were insane. We ended up closing for over $5,000 less than PHH's first agreement. Run away from them.

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    Response from PHH Mortgage

    We take customer feedback seriously, and we apologize for your experience. Your information has been forwarded to one of our escalation management team members for review, and they will contact you to discuss this further.

    Customer ServicePunctuality & SpeedStaffLoan Process

    Reviewed Aug. 30, 2022

    My experience overall with PHH has be awful but in particular cancelling PMI has be extremely frustrating. With the market so high, we submitted a request for a valuation at exactly our 2 year mark of our mortgage because we were sure the appraisal would be over what was needed to cancel PMI. They sent the form (surprisingly based on other reviews), we sent it back, they cashed our check, a few weeks later we were finally contacted by a broker to come by for a BPO. He confirmed he sent it on 7/14 and we also confirmed it was over the minimum amount we needed.

    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).

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    Response from PHH Mortgage

    Megan, we take customer feedback very seriously, and we appreciate the opportunity to address your concerns regarding PMI cancellation. Your information has been forwarded to one of our team members for review, and they will contact you to discuss this further.

    Customer ServiceStaffLoan Process

    Reviewed Aug. 10, 2022

    They purchased our loan from a local Texas lender that we refinanced with and did not recognize the over-65 property tax deferment available in the state of Texas. We sent them homestead documentation, a copy of the tax stature, and numerous letters, to no avail. Then, they suddenly paid our "back" property taxes without warning. They sent us a letter stating that if the funds were not repaid to them within 30 days, they would add an escrow account to our monthly payment, raising it to some unheard-of amount.

    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.

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    Response from PHH Mortgage

    Mike, we value your feedback and sincerely apologize for your experience. We appreciate the chance to improve our service and resolve any issues that our customers may have. Your account information has been forwarded to one of our team members for a review and they will be contacting you regarding this.

    Customer ServiceStaffLoan Process

    Reviewed July 29, 2022

    It has been two months of trying to get my home appraised in order to get my PMI removed and I have yet to even have my house scheduled for an appraisal. PHH will cash your $150 check right away for the appraisal but refuse to give you any answers after that. Customer service escalated my case 3 weeks ago and I have yet to even get a phone call from them.

    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.

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    Response from PHH Mortgage

    Salim, we do take all feedback seriously and apologize for your experience. Your information and details regarding the PMI has been forwarded to one of our escalation management team members for review. Following their review, they will be in contact with you.

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    PHH Mortgage Company Information

    Company Name:
    PHH Mortgage
    Year Founded:
    1984
    Address:
    P.O. Box 5452
    City:
    Mount Laurel
    State/Province:
    NJ
    Postal Code:
    08054
    Country:
    United States
    Website:
    www.phhmortgage.com