PHH Mortgage

PHH Mortgage Reviews

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Overall Rating3.3 out of 5
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About PHH Mortgage Reviews

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 & Cons

    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

    Bottom Line

    Homebuyers and homeowners looking to refinance will find a variety of loan options from PHH Mortgage. You can start the process online or on the phone, but you must speak to a loan officer over the phone to complete the application.

    PHH Mortgage Reviews

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    Page 5 Reviews 440 - 640

    Reviewed April 30, 2020

    I applied to refinance my condo on April 10. The account rep., Channel **, was very helpful initially in getting me through the application process and getting the loan pre-approved and locked in the interest rate. After the initial communication on the application, there was "zero" communication from her or PHH Mortgage. I uploaded all the required documents without her assistance or directions. 2 weeks later, I attempted to contact her via voicemail or email, no responses. I called again and got someone else to talk to me. A loan officer, William **, told me that my loan had all the proper documentations and the appraisal was waived, but he did not understand why the loan was not put in queue for processing. Also, he mentioned that the rate lock will have 4 days left. He was going to ask Channel ** and her boss Terry **. He then told me that they will be contacting me.

    I called William ** again the next day, he again told me that either Channel or Terry will call me in an hour. He even told me to call him back by 3 p.m. EST if I have not heard from anyone. I called William again at 3 p.m. PST since I did not receive a call but he did not pick up my call. I left him a voice message to call me back. He never did. I called again to William and Channel the following day to request them to call me back. Neither one did. I sent them email to request some types of communication. None responded.

    Suddenly, I received an email requesting an appraisal of my condo for $550. I sent both Channel and William an email inquiring if the appraisal request was legitimate, particularly I was told that the appraisal was waived. No response. I left them both voice messages and emailed them asking for a call. Neither responded. Last night, I received an adverse action letter via email denying my loan application citing the application was incomplete. PHH Mortgage is my current loan servicer and solicited me to apply for refinancing. Terrible in communication and totally unprofessional. Misleading me to think everything is in good condition and then deny my application using an unsubstantiated excuse of incomplete application.

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    Response from PHH Mortgage

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

    Joseph increased rating by 4 stars.
    After a positive interaction with PHH Mortgage, Joseph increased their star rating on Nov. 7, 2020.

    Updated review: Nov. 7, 2020

    Thank you PHH for taking the time to make things right on my loan modification and fixing things on my credit history.

    Original Review: April 30, 2020

    I have been trying to modify our mortgage since September 2019. We have submitted the necessary papers SEVEN times. Not only have they claimed our package was incomplete each time (even though we confirm the contents are all there before we send the package) but they don’t notify us that it is incomplete. Of the seven submissions, they only advised us twice that they cannot process the modification due to missing information. Those two notifications claimed that they tried to repeatedly contact us which is an outright lie. I do not want to lose my home because my mortgage company is disreputable.

    I have also been trying to get a hold of my account rep for MONTHS. I sent emails and sat on hold for the longest time trying to get thru to someone. No return on email or phone call. You can't be transferred to anyone that could attempt to offer any kind of helpfulness. It is hard to work with a company that won't return emails or phone calls. Never had this problem when the loan was with Ocwen.

    Lastly the lack of doing there jobs has resulted in damaged credit reporting payments behind for 120 days or more.. With the COVID-19 happening this has created a HUGE problem with allowing SBA to lend to us. Closure of my small business and bankruptcy is what PHH has in store for me. PHH should be on top of their reporting and paperwork as well as getting back to their customers with their pending lawsuits under the Truth and lending act, Consumer Financial Protection Act, Dodd-Frank Act, and Real estate Settlement Protection Act..

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    Response from PHH Mortgage

    Joseph, we take customer feedback very seriously, and we appreciate the opportunity to address your concerns regarding loan modification. Your information has been forwarded to one of our escalation management team members for review, and they will contact you to discuss this in further detail. Thank you.

    Verified purchase

    Reviewed April 30, 2020

    Your Representative was very helpful and courteous and assisted me with all of my questions and concerns. The Representative was very thorough and clear with directions and explained every aspect of everything for me to understand easily.

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    Response from PHH Mortgage

    Stephanie, thank you for taking the time to share your feedback. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided.

    Verified purchase

    Reviewed April 29, 2020

    I felt he was very sympathetic with my situation and gave me the opportunity to overcome my issues with my mortgage. I am very happy with PHH Mortgage. Specially with this Pandemic, it is the biggest stress taken off my shoulders.

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    Response from PHH Mortgage

    Thank you, Susan for the positive feedback. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided. Thank you for taking the time to share your experience, and we appreciate the opportunity to work with you.

    Verified purchase

    Reviewed April 29, 2020

    Thanks to PHH Mortgage Services. Just wanted to thank them for the amazing customer service representative that took care of me during this difficult Covid 19 experience. She my situation and help to stop worrying about not being able to make my mortgage payments. Thanks to my lender PHH Mortgage Services.

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    Response from PHH Mortgage

    Thank you, Sidonie. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided. Thank you for taking the time to share your experience, and we appreciate the opportunity to work with you.

    Verified purchase

    Reviewed April 29, 2020

    Your response to our survey: The Rep was extremely friendly, helpful, professional and very caring. I've been affected by the C-19 virus and the rep was very compassionate and answered all my questions. The Rep was EXCELLENT!!!!

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    Response from PHH Mortgage

    Donald, thank you for taking the time to share your feedback. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided.

    Reviewed April 28, 2020

    Updated on 05/12/2020: This company is the worst at documenting any paperwork that is sent in. I have been trying to remove my taxes from escrow since January. I asked for a resolution to this and other issues. I was told that I could not end my escrow because I missed payments. With PHH help we combed through 6 years of payment history and found no missing payments. This was a bit excessive. I ended billing of insurance and taxes through my escrow account. Notified PHH and they continue to bill for it. One letter shows escrow balance of 812.19. Another shows a -663.** for the same month. Even though, I spoke with customer service at PHH they are tone deaf and ignore paperwork. This is not a nice or fair game that they are playing especially during such hard times people need a company that will not have shady financial practices. It seems some on this site are getting real help while I am excuses. I feel blackballed!

    Original review: Ocwen sold my mortgage to another servicer PHH after they failed to forward the payments to the new company. So 12 months later and now they say they can’t even find my payment! $1685 out the window! I mailed several packets with PAID checks from my bank to PHH for an entire year. When I call them to work this out I’m on hold for over an hour before they answer and when they do I have to start the explanation over from the beginning! Now there's no customer service only a continuous recording. Worst customer service ever. When I discontinued my escrow they continued to charge me and report to credit bureaus negativity which is an outright LIE.

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    Response from PHH Mortgage

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

    Reviewed April 27, 2020

    I lost income due to the "stay at home" orders and reached out to PHH for assistance via their website. I received a response via mail which deferred my payments for 3 months and then the entire amount deferred will be due on July 1st. So my July 1st bill will be just shy of $13K?!? I'm not sure how that helps anyone suffering from a temporary loss of income?

    A more reasonable approach would be to defer the principal and interest and add 3 months to the term of the loan. To expect customers impacted by the economic shutdown to be able to pay in full by July 1st is disingenuous. I may not even be able to return to work until some time in June. What they proposed is ridiculous and not a solution. I'm once again disappointed with PHH's customer service.

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    Response from PHH Mortgage

    Michael, we take customer feedback very seriously, and we appreciate the opportunity to address your concerns. Your information has been forwarded to one of our escalation management team members for review, and they will contact you to discuss this in further detail. Thank you.

    Reviewed April 24, 2020

    My husband and I have been trying to modify our mortgage since September 2019. We have submitted the necessary papers SEVEN times. Not only have they claimed our package was incomplete each time (even though we confirm the contents are all there before we send the package) but they don’t notify us that it is incomplete. Of the seven submissions, they only advised us twice that they cannot process the modification due to missing information. Those two notifications claimed that they tried to repeatedly contact us which is an outright lie. I do not want to lose my home because my mortgage company is disreputable. Is there any type of recourse that I could take to resolve this problem?

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    Response from PHH Mortgage

    Judy, we take customer feedback very seriously, and we appreciate the opportunity to address your concerns regarding loan modification. Your information has been forwarded to one of our escalation management team members for review, and they will contact you to discuss this in further detail. Thank you.

    Reviewed April 24, 2020

    I have been trying to get a hold of my account rep for several weeks. I sent emails and sat on hold for the longest time trying to get thru to someone. No return on email or phone call. It is hard to work with a company that won't return emails or phone calls. Never had this problem when the loan was with Ocwen.

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    Response from PHH Mortgage

    Dawn, 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 escalation management team members for a review and they will be contacting you regarding this.

    Reviewed April 24, 2020

    The website is the WORST. I've had to sit on the phone with multiple people for 30 minutes, only for them to tell me to call someone else. Literally all I want is to be able to pay my mortgage, and there is NO OPTION on the website. Get your ** together and fix your website! Please please please transfer my mortgage to someone else because you are literal garbage. I have worked with 4 different lending companies and you are the absolute worst! I shouldn't have to call to freaking pay my bill!

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    Response from PHH Mortgage

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

    Reviewed April 23, 2020

    My last payment was received on 4/6/20 $520.24 per PHH website and called five times so far to ensure the loan is properly recorded with a lien release. Authorized to use the escrow funds $460.06 for the remaining per diem to make sure lien release is recorded but still no results as of 4/23/20. Total payoff is $623.41 until the 23rd. I still do not understand why it is taking so long when the funds in the account have been available since 4/6. Any suggestions? Day is almost over and phh website shows my April payment is late....

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    Response from PHH Mortgage

    Eva, 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 escalation management team members for a review and they will be contacting you regarding this.

    Reviewed April 22, 2020

    Our home was severely damaged in Hurricane Michael. It has been an unending battle with PHH over the last year and a half to release funds to pay for the repairs. We are starting to get calls to collect debts because PHH keeps denying our request for funds to be released to pay contractors. We can’t move forward without money to hire/purchase what we still need for repairs. Our house was declared unlivable with the damages. The difficulties dealing with PHH have delayed progress and prevented our return to our house by months.

    Our insurance company has been quick to act on claims submitted, but PHH insists on holding that money. We do not know where to turn. The red tape and seemingly extra steps is mentally exhausting. My mother has had to take a significant amount of money out of her IRA just to try and keep things moving. That should never had to happen. If that was not disturbing enough, PHH has also put my long deceased father back on a mortgage (multiple times) he was removed from in 2005. At some point my name was removed despite the fact I am on the original mortgage. I only gave one star because zero is not an option. When (if?) we get to the end of this unnecessarily traumatic experience we WILL take steps to move our mortgage elsewhere.

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    Response from PHH Mortgage

    Kimberly, 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 escalation management team members for a review and they will be contacting you regarding this.

    Verified purchase

    Reviewed April 22, 2020

    The rep I spoke to was very informative, polite and answered all my questions. PHH has served my loan for over 6 years and have been impressed with the quality of service. I would highly recommend this organization.

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    Response from PHH Mortgage

    Thank you, Patricia. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided. Thank you for taking the time to share your experience, and we appreciate the opportunity to work with you.

    Reviewed April 21, 2020

    My mortgage loan was purchased by PHH, received notice in the mail regarding this on April 21st when mortgage was due on the April 1st. Go to set up online account and find out they charge $7.50 for me to pay my loan on-line from my checking account. I go to set up auto-pay and the first auto-pay won't be till JUNE 1st! Call customer service, of course India call center, terrible VOIP connection. Makes it sound like he is doing me a favor by waiving the ridiculous $7.50 fee and some other $17 fee. I either have to send in a check or call them again on May 1st and maybe they will waive all these absurd fees.

    I didn't ask for any of this. Had payment on autopay with old mortgage company. What a pain and to be "nickel and dimed" is just a joke. I will be looking to refinance with another company ASAP. No way I am staying with this company for the remainder of my loan. Non-US based call center coupled with ridiculous fee's equates to a company that doesn't care about you and only the almighty dollar. Buyer beware.

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    Response from PHH Mortgage

    Michael, 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 escalation management team members for a review and they will be contacting you regarding this.

    Reviewed April 20, 2020

    I contacted PHH Mortgage Services today to discuss my situation with reference to Covid19 loan assistance options. I was connected immediately to a representative. The representative was very helpful, spoke English better than I did and provided me with assistance. PHH Mortgage Services had already placed my account in a plan which he said would relieve me of my payments for at least the next 3 months. After the 3 months period he told me they would contact to discuss any further needed options. I am very pleased with the way PHH handled my issues. If your loan is with PHH you should complete the online form to report your difficulty (which only takes one minute) and they will stay in touch with you. The link to the online form to report your difficulties: **

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    Reviewed April 19, 2020

    I can say this company has no accountability for my concerns; for instance follow up with their customers and take ownership of issue. The end of the day, the customer gets the short end of the deal. It like big brother has all the power and you cannot do anything. There must be a light end of the tunnel, only if the people behind (PHH) the curtain will someday experience the same situation will understand how badly their services is.

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    Response from PHH Mortgage

    Richard, 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 and they will be in contact with you to discuss this in further detail. Thank you.

    profile pic of the author

    Reviewed April 19, 2020

    I have been attempting to apply for mortgage assistance for more than 2 months, via phone and email. Each time we are supposed to have our "scheduled" call, nobody calls. WE NEED HELP! We have sent pay stubs, receipts, letters, statements, and more, and NOTHING. Maybe they will actually respond to us on this platform if we give a negative review. Seems this may be the only avenue for resolving issues.

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    Response from PHH Mortgage

    Elizabeth, 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.

    Verified purchase

    Reviewed April 19, 2020

    Belinda...This woman was incredibly customer service oriented, smart, ready to deal with my issues in a sensitive way and yet requesting the information she needed to do her job. I'd like to book her in to call me all the time.. In fact, if she needs another job have her call me but she'd work from home!

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    Response from PHH Mortgage

    Susan, thank you taking the time to share your positive feedback with PHH. We are here to help our customers, and we're happy to hear of the excellent customer service provided by our agent. We will be sure to share this feedback with Belinda and her manager.

    Verified purchase

    Reviewed April 18, 2020

    Appreciation. Always have an excellent experience with PHH associates and management. Extremely helpful and supportive. Highly recommended and a refreshing change based on past experiences with other lenders.

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    Response from PHH Mortgage

    John, thank you for taking the time to share your feedback. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided.

    Verified purchase

    Reviewed April 18, 2020

    PHH is a great company. Please consider reevaluating your escrow each year, such that, if you pay your escrow shortage, your monthly payment should not increase. PHH is the first company I have had that increases your overall monthly mortgage payment even when you pay the requested shortage.

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    Response from PHH Mortgage

    Marlene, thank you for taking the time to share your feedback. It is our goal to provide an exceptional customer experience, and we are here to help our customers. I have forwarded your details to one of our escalation management team members and they will contact you to address your concerns regarding escrow payment. Thank you.

    Reviewed April 17, 2020

    After speaking with 5 different people we were still left without a reasonable explanation. In addition, you will be connected to someone in the Philippines who knows absolutely nothing about mortgages, and chances are that if you request a transfer back to the US, you will be mysteriously disconnected.

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    Response from PHH Mortgage

    Peggy we do take customer 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 assist in resolving your concerns. Following their review, they will be in contact with you.

    Verified purchase

    Reviewed April 16, 2020

    This is a wonderful Company to work with. They are always so caring, courteous and helpful with all my needs. Love working with them. I would recommend them to everyone. I wish more companies trained their staff as they do.

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    Response from PHH Mortgage

    Lori, thank you for taking the time to share your feedback. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided.

    Reviewed April 16, 2020

    They bought my mortgage and did nothing else. Charged me for hazard insurance I already had then once I proved I had it, they charged me again for 4 months of no coverage. How can I not be covered for 4 months? I had a 12 month policy? I had to resubmit what I already submitted to prove I had hazard insurance again. They send out notices telling you to verify your hazard insurance but don't tell you how to submit it!!! They make you call them and speak with someone who has no idea what you are talking about and offers zero support. I am currently refinancing and I have asked not to have them as my mortgage provider. They are hacks and try to confuse you into giving them money that is not theirs.

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    Response from PHH Mortgage

    Matt, 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.

    Reviewed April 15, 2020

    My job was furloughed due to COVID-19, so I called about their Forbearance plan and was lead to believe there would be no payments, late fees or negative credit reports during this time, and they would contact me 30 days prior to the 90 days to assess my situation, and would work with me based on my current situation - whether that be additional time, repayment plan, loan modification - depending on my needs at the time. However, after reading some of these comments, I am now very skeptical and wonder if I have done the right thing. I find it ludicrous that anyone would expect someone to be able to pay back all 3 months at once - how much sense does that make? I specifically asked that question, and was told that is not what would happen, they would work with me until I was able to get caught back up and my situation improved. No mention of any fees, as a matter of fact she said there would be none.

    I also asked if I would be able to make partial payments if able, during this time, and she said I could, but I would need to call them to do it instead of making a payment online to my account so that it would be applied correctly. She said I would receive a letter within the next 5 business days that would state what we discussed and if I had questions to contact them again. I left that call feeling very confident, but now am back where I was - skeptical and unsure. So I am very interested to know how some of these other COVID-19 forearance participants fair in this, because now I feel like I am being scammed by my mortgage company after reading the negative reviews and if that is the case, I want to take action now to eliminate that potential.

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    Response from PHH Mortgage

    Candi, we appreciate the opportunity to address your concerns regarding the forbearance plan. Your account information has been forwarded to one of our escalation management team members for a review of your account and they will be contacting you to discuss this in detail. Thank you.

    Verified purchase

    Reviewed April 14, 2020

    Employee was able to assist me with my questions. I was looking at using the Covid 19 deferment program when I went to pay my Mortgage as my circumstances changed. The site had me call the Mortgage questions. A Rep assisted me with making multiple monthly payments to July 2020 and is working to remove the requested deferment off my account.

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    Response from PHH Mortgage

    Thank you, Reginald. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided. Thank you for taking the time to share your experience, and we appreciate the opportunity to work with you.

    Verified purchase

    Reviewed April 14, 2020

    The customer service rep, Sanjay", was so helpful and knowledgeable. He also had a very calming and reassuring way about him. Much needed and appreciated in times like these. Not to mention his patience as I bet I asked some of the same questions over and over again.

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    Response from PHH Mortgage

    Thank you Joann, for taking the time to share your positive feedback with PHH. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided. We will be sure to share this feedback with Sanjay and his manager.

    Reviewed April 14, 2020

    I have been with PHH Mortgage since Ocwen was transferred to them. It has been nothing but terrible service since they did a audit on the account and said I paid way too much for taxes in my escrow account. They sent me a check. I called them and said, "This is not correct. I know what my taxes are in my area. I need To send this money back," The customer service guy said, "No you are good. If you want to be current just send a certain amount of money" which I did. It has been an ongoing issue with my escrow account for months. They were taking my escrow account money and putting it towards the principal of my mortgage. I’ve had made multiple numerous phone calls so finally today I asked to speak with someone in the escrow department.

    This is not my first time asking this in reference to the payments because they’re handling it. My response was they do not take phone calls. Correct me if I’m wrong if I’m the customer and I’m asking to speak to a department for issues that money is going in the wrong place money that I’m paying a separate check every month And then you send me a statement saying that my escrow account does not have enough money into it that demand to speak to the department that handles that don’t give me answers like they do not take phone calls. That right there is wrong and it was reported. They give you answers that are around the bush answers not direct, clear, concise answers. Never in my life have I had this issue with past mortgage companies.

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    Response from PHH Mortgage

    Susan, we apologize for your experience with PHH, and we appreciate the opportunity to address your concerns regarding escrow account. Your information has been forwarded to one of our escalation management team members for review, and they will contact you to discuss this further.

    Verified purchase

    Reviewed April 14, 2020

    Haider represented PHH very well. Teleworking from home can be somewhat inconvenient. I applaud Haider for being able to adapt in this "new normal". He helped me to better understand how I would repay the deferred payments at the end of the three-month plan. He assured me that if I'm not in the position to pay it PHH will contact me before the end draws near to see where I stand and will continue to work with me. This removed a heavy burden on my heart because I don't know what the outcome of this COVID-19 situation will be in my circumstances.

    I want to thank PHH for having the heart to want to help their customers, like myself, after being furloughed or lost of job. It's good to know that you are in business to help and not to hurt. This gives me peace, hope and a form of healing knowing I will be able to keep a roof over my head in spite of these perilous times. Thank you and may God abundantly bless PHH.

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    Response from PHH Mortgage

    Thank you for taking the time to share your positive feedback with PHH. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided. We will be sure to share this feedback with Haider and his manager.

    Reviewed April 14, 2020

    Unbelievable. My mortgage was just sold to PHH Mortgage. They charge $7.50 to make an online payment. How disgusting! I have NEVER had to pay a fee to make a payment online with any mortgage that I've ever had. You need to remove this fee and stop ripping people off. You won't get this from me. This is pure greed.

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    Response from PHH Mortgage

    Mr. Harley we do take customer 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 assist in resolving your concerns regarding fee to make online payment. Following their review, they will be in contact with you.

    Reviewed April 14, 2020

    We requested help with our mortgage... to possibly move a few payments to the end of the loan due to the fact of one of us not able work and the others hours were drastically cut. They send me a letter stating payments could wait until July 2020 but full amount of $6600 would be due then. Well if I’m not working how in the hell could I catch up the FULL payments? I like the way you are really stepping up to help during this national disaster. I’m sending your stupid smart ** response/letter to Trump and let him see how you are jumping in to help. Or I guess I can just tell my kids they don’t eat for the next 3 months.. you are a TOTAL JOKE.

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    Response from PHH Mortgage

    Sharon, we take customer feedback very seriously, and we appreciate the opportunity to address your concerns regarding payment options during this national disaster. Your information has been forwarded to one of our escalation management team members for review, and they will contact you to discuss this further.

    Roberta increased rating by 2 stars.
    After a positive interaction with PHH Mortgage, Roberta increased their star rating.

    Original Review: April 13, 2020

    I have been trying to make an online payment and the website say I can not make a payment at this time. I call on the phone and the automated Western Union says wrong account number. I try to call customer service and the automated phone messages refers you back to online! Now I’m probably going to have a late charge or worse late on my credit! Very poor customer service!

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    Response from PHH Mortgage

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

    Verified purchase

    Reviewed April 13, 2020

    Questions Was extremely helpful and polite in regard to any thing I asked about and was the BEST one I have ever spoken to with any company EVER. She had any and all answers that I had in regards to my account. Thanks. Paul

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    Response from PHH Mortgage

    Thank you, Paul. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided. Thank you for taking the time to share your experience, and we appreciate the opportunity to work with you.

    Verified purchase

    Reviewed April 10, 2020

    The people who took time to answer my call were very professional, polite and answered my call so I understood completely. It's nice to be able to deal with a company that will help you! I thank you so much!

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    Response from PHH Mortgage

    Thank you, Ann. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided. Thank you for taking the time to share your experience, and we appreciate the opportunity to work with you.

    profile pic of the author

    Reviewed April 9, 2020

    With the Chinese virus pandemic happening, I was let go from work. I called PHH for a forbearance plan. The plan they gave me was a Temporary Hardship Forbearance Plan for 3 months. After those 3 months I then owe for those 3 months and the current month. So they want 4 month's worth of payments after 90 days. If not paid all at once they then report the account as late. How does this help me? If I don't have the money now, how tf do you think I will have it in 90 days? Great plan.

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    Response from PHH Mortgage

    We take customer feedback seriously, and we apologize for your experience with PHH. We have forwarded your information to one of our escalation management team members and have asked them to contact you. Thank you.

    Armand increased rating by 4 stars.
    After a positive interaction with PHH Mortgage, Armand increased their star rating on April 14, 2020.

    Updated review: April 14, 2020

    PHH has been quick with their reply after I complained... I understand during this time of COVID-19 that servicers are overwhelmed helping homeowners like me. I look forward with their help and other programs that they have in helping me keep my home.

    Original Review: April 9, 2020

    I have applied for the forbearance (since I lost my job due to COVID-19) via email and through their website but it's been over 10 days and I haven't heard anything about my request. I tried calling several times and at first they have a recording that there are no customer service people available... Several days went by and I finally got through to a customer service but said she could not transfer me to anybody in the forbearance department and those guys are not accepting calls at the moment. Hopefully I can talk to somebody soon.

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    Response from PHH Mortgage

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

    Verified purchase

    Reviewed April 9, 2020

    Due to the pandemic my hours were cut. I am currently on a repayment program and didn't want to do anything to jeopardize that, so I asked if I could make 2 installments for this month. Not only were you able to do that, you were able to do that for the duration of the repayment plan which until July. This was such a relief! Not only will this help me financially but it will enable me to stay current on my mortgage through this hard time.

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    Response from PHH Mortgage

    Shanean, thank you for taking the time to share your positive feedback with PHH. We are here to help our customers, and we're glad to hear that you are pleased with the service provided by PHH. Thank you.

    Reviewed April 8, 2020

    I'm currently locked out of my account because I typed in the wrong password and I have to call PHH to reopen. Problem is, they're no longer taking calls due to COVID so I'm completely locked out. Not sure what to do about this and don't have any way to get in touch with them. Did they do any planning before locking down due to COVID? Makes me wonder where else this company is suffering from a lack of planning/foresight. Also please help me unlock my account!!

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    Response from PHH Mortgage

    Alex, we do take all feedback seriously, and we appreciate the opportunity to discuss this with you further. Your account information has been forwarded to one of our escalation management team members for a review and they will be contacting you to assist in unlocking your online account. Thank you.

    Reviewed April 8, 2020

    The covid-19 forbearance plan gives no relief. PHH claims it can provide relief for 3 months. This is not true. ALL 3 months will be due on the 4th month (which you will accrue interest the whole time), you can make a payment plan to pay the 3 months back, or you can go through a loan modification. Most companies say they will defer 3 months by extending your morgage by 3 months. I was really hoping for some real relief because I am quarantined at home and receiving less than half of my pay for at least the next 2 months.

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    Response from PHH Mortgage

    Robert, 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 escalation management team members for a review and they will be contacting you regarding this.

    Reviewed April 8, 2020

    I am currently blocked from seeing all my mortgage account info on the PHH site. I was unable to pay on the site because the site will not allow me to- I called and I when asked for my loan number and to make a payment, the phone says that due to the status they aren't able to satisfy my request- then the phone hangs up. Now today, there's a new status giving me even less access to my account, and I rec'd a letter from an attorney's office regarding my account. If I am not able to get on the site to pay, can't get anyone on the phone-was forced to mail in my payments what is my solution. Block me from paying and foreclose on my property? I'm trying to make my payments!

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    Response from PHH Mortgage

    Rebecca, we apologize for the issues you've experienced with PHH, and we appreciate the opportunity to address your concerns. Your account information has been forwarded to one of our escalation management team members for a review of your account and they will be contacting you regarding this.

    Reviewed April 8, 2020

    I had called twice for info into line of credit draw. Both reps gave me conflicting info. After waiting 2 weeks and nothing received, I placed another call to CS... Found out my request was denied because I had faxed in request forms in wrong order.....even though I followed what CS had told me to do. I asked CS why wasn't I informed of this and the reply was "that is not what we do... You have to call us".... Now I have to start the whole process again...

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    Response from PHH Mortgage

    Susan, we take all feedback seriously, and we would appreciate the opportunity to address your concerns. Please send a private message with your contact number and the property address, so that we can review your account and follow up with you. Thank you.

    Reviewed April 7, 2020

    In the beginning I thought they were a good servicing company until I applied for mortgage assistance (loan modification) in 2019, PHH customer service gave me a bunch of running around due to untimely, inadequate paperwork prolonging and delaying my process. Once getting through with the process and was placed on a 3 month trial modification, only after paying 2 months of mortgage on the trial period only to hear I was denied due to customer service saying they needed my signature returned on paperwork via mail which I never received. I would never refer nobody to them until my situation gets resolved due to the way they conduct business.

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    Response from PHH Mortgage

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

    Verified purchase

    Reviewed April 7, 2020

    Refinance my home with better interest. I love my home But with a virus 19 I have some struggle and try to save Some money with a better deal. Sure They refinance for me. It’s going to be big help. Thank you very much for the help.

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    Response from PHH Mortgage

    Thank you, Timothy, for taking the time to share your positive feedback! We are here to help our customers, and we're glad to hear that you are pleased with the service provided by PHH

    Verified purchase

    Reviewed April 3, 2020

    I had a very pleasant and comforting experience with the gentleman I spoke to on my last phone call to PHH on Thursday, April 2, 2020. My circumstances were considered and I was given personal attention.

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    Response from PHH Mortgage

    Kathy, thank you for taking the time to share your feedback. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided.

    Reviewed April 3, 2020

    My mortgage was transferred from PrimeLending to PHH. I have not received a bill from PHH and the customer service line states "unusually long" wait times, then advises me to call back later. The message defaults to saying they are a debt collection company and are attempting to collect a debt. I've never been late on a mortgage payment in my life. In fact - I've paid extra towards the principal every month since I took out the loan! Unfortunately, I have to be sent a bill to make this month's payment as I have not been given any account information!

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    Response from PHH Mortgage

    Nicholas, we take customer feedback very seriously, and we appreciate the opportunity to address your concerns regarding billing statement and long hold time. Your information has been forwarded to one of our escalation management team members for review, and they will contact you to discuss this further.

    Reviewed April 3, 2020

    Contacted PHH once we found out we were being furloughed due to the Coronavirus. PHH offered the 3 month forbearance plan and stated "paperwork would be mailed." We received the paperwork today and they want me to the 3 months plus that month? Where would I get that money if we are not working??? Someone has to figure out a better plan. This is a pandemic situation not a choice!

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    Response from PHH Mortgage

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

    Reviewed April 3, 2020

    I have been working on a loan modification application since DEC. 2019, it's now APRIL 2020! After many many calls and emails, I am still waiting a decision. I get letters piling up in my mailbox but can never get anyone on the phone until you are 1 hour waiting on hold - then when you get hold of someone they say they will transfer you to another dept. and it takes you back to beginning of on hold circular system and then hangs up on you. When I call back, it says due to unforeseen circumstances cannot connect you to ANYBODY now, after they just hung up on you. This was my experience again today. Seems intentional. Congratulations on your 1.5 star rating. When you are having issues with mortgage and have to get in touch with lender, you don't want to spend weeks trying to get a human being - TERRIBLE phone system, TERRIBLE customer service (none). The worst...

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    Response from PHH Mortgage

    Doug, we sincerely apologize for your experience with PHH. 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 escalation management team members for a review and they will be contacting you regarding your loan modification application.

    Reviewed April 3, 2020

    This has to be the WORST customer service companies out there!! I have been trying to find out why they are taking my payments and putting them towards escrow without my knowledge!! I have been making payments online up till March 10th 2020, Went back in to make another payment at the end of March for April and it says I cant make a payment cause I'm behind in payments since December of 2019. 2 weeks earlier it said I was current and cant make a payment cause I'm behind in payments.

    So I call and talk to relationship manager who couldn't help me and get transferred. Talk to that lady and she cant help me and transfers me to another lady who was helpful but no answers. It has been 2 weeks now since she said she would call me back. So I called today and waited on hold for 35 minutes and finally talked to someone and said, "I cant help you. I will transfer you to some other dept" and I've been on hold for 45 plus minutes with no answers yet!!!! This company is horrible and hurting everyone's credit doing this stuff!!!! THIS IS EXTREMELY FRUSTRATING!!! I'M TRYING TO GET ANSWERS AND PAY WITH NO HELP!!! UUUGGGHHH.

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    Response from PHH Mortgage

    Kurt, we do take customer 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 assist in resolving your concerns regarding payment application. Following their review, they will be in contact with you.

    Verified purchase

    Reviewed April 1, 2020

    All my experiences with PHH Mortgage have been very pleasant. Some months ago, I was assisted by an agent who helped me with such patience, helpfulness and consideration. Yesterday, I also spoke with a knowledgeable agent. She was very professional and courteous. Thank you! Keep up the good customer service.

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    Response from PHH Mortgage

    Frances, thank you for taking the time to share your feedback. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided.

    Reviewed April 1, 2020

    Updated on 7/27/2020: I've been trying to finish up this modification for months now which was supposed to be over about 3 months ago.. Was unable to reach anyone but still kept sending my payments. Finally got in touch with a new relationship manager and everything seemed fine but still haven't received documents for my acceptance to new modification so I kept paying my payments.. I finally got my paperwork Months after they were supposed to be here and mailed them off the very next day. I still tried to reach out to talk to someone, anyone! But had been unsuccessful even though I was just calling to make sure I was still doing everything on my end.

    Today I got a letter saying that they did not receive my acceptance package for my modification and they sent back my payment with the letter.. I really don't know what else to do because I'm doing what I'm supposed to do and I'm trying to keep in touch with them even though there was no one I could reach. I did talk to a representative finally who told me the same thing the letter had stated but couldn't help me and said they would get my relationship manager to call me. Does anyone know what I need to do next because I'm doing my part but still keep getting the runaround.

    Original review: I am on a repayment plan and have been calling trying to make my final payment all month being that I can only make my payment through one department and not online or through the auto service.. My manager has been unavailable along with everyone else.. I had one person finally answer two days ago and he hung up after 5 seconds.. More money out of my pocket.

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    Response from PHH Mortgage

    Gary, we take customer feedback seriously, and we apologize for your experience with PHH. We have forwarded your information to one of our escalation management team members and have asked them to contact you. Thank you.

    Reviewed April 1, 2020

    I've been with the company since they bought it from Ocwen. Now that I'm ATTEMPTING to pay it off they have a hold on my cashier's check as well as removed my name from the loan and only have to the estate of due to my husband passing. Stating I have to get legal for stating I over his estate when I don't understand why my name was removed in the first place. Now my mortgage is almost 90 days late and they're holding my 53,000 payment. At 80 years old I don't have the strength for this.

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    Response from PHH Mortgage

    Cecelia, we apologize for the issues you've experienced with PHH, and we appreciate the opportunity to address your concerns. Your account information has been forwarded to one of our escalation management team members for a review of your account and they will be contacting you regarding this.

    Reviewed March 31, 2020

    Weeks of trying to pay MTG unsuccessfully. I have been trying to get in touching with PHH for 16 days now. I keep getting a message saying "Due to unforseen circumstances we are unable to take your call at this time. The one time I did get through I stayed on hold for 69 mins before it sounded like it was transferring to a person and hung up. I cannot get on to their website because I currently am in a modification that I'm not satisfied with that. They messed up. What do I do? I need help.

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    Response from PHH Mortgage

    Keith, we do take customer 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 assist in resolving your concerns regarding loan modification and website. Following their review, they will be in contact with you.

    Lewis increased rating by 4 stars.
    After a positive interaction with PHH Mortgage, Lewis increased their star rating on April 3, 2020.

    Updated review: April 3, 2020

    Recently I wrote a 1 star review for PHH. Since then I’ve seen that it was a mistake on my part and I apologize for the 1 star review. PHH was very helpful. Again thanks and I apologize for my actions..

    Original Review: March 31, 2020

    Due to the current crisis I called PHH for a forbearance plan. The plan they gave me was 3 months. On the 4th month they expect all 4 payments at once and will be reporting the account delinquent during that time frame. WHAT KIND OF HELP IS THAT. I get a 30, 60, 90 day late on my credit report and have to pay 4 months mortgage at once. THANKS FOR NO HELP DURING A NATIONAL CRISIS.

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    Response from PHH Mortgage

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

    Verified purchase

    Reviewed March 30, 2020

    I called to get help with my upcoming payments. I work doing Uber and with the Corona-19 virus restrictions that are taking place, I am unable to make any money now. The man assisting me was very polite and helpful. He was able to assist me and give me some breathing room till this corona virus is over and things get back to normal. I do appreciate his help.

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    Response from PHH Mortgage

    Thank you, Phil. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided. Thank you for taking the time to share your experience, and we appreciate the opportunity to work with you.

    Reviewed March 30, 2020

    Updated on 06/15/2020: This “no response” is a continuing problem. Cannot get a hold of anybody and do not responded to emails or voicemail. Extremely frustrating! I have been told one thing and then the Opposite happens.

    Original Review: I have made several attempts to contact somebody, anybody, even my account manager and I keep getting the same message for the last few days saying “Technical difficulties.“ Have also sent emails with no replies. This is ridiculous, I need to speak to somebody and cannot get a response.

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    Response from PHH Mortgage

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

    Reviewed March 30, 2020

    I have been trying to review my bills and consolidate payments, and PHH's website has been down for almost a week. I am unable to check my balance or loan details currently. Nobody is answering their phone, and customer service emails generate zero human responses.

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    Response from PHH Mortgage

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

    Reviewed March 27, 2020

    My mortgage was recently transferred from WesBanco to PHH. I continue to have problems with PHH crediting the last payment I made to Wesbanco to my account. I spoke to a PHH representative several weeks ago who assured me this would be fixed shortly but the PHH online portal still shows me delinquent on my account. As of today, the PHH service line is no longer taking calls due to COVID and the their customer service email is kicked back due to an "unable to deliver". Wesbanco confirmed to me today that the last payment I made was already sent to PHH.

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    Response from PHH Mortgage

    Jason, we take customer feedback seriously, and we apologize for your experience with PHH. We have forwarded your information to one of our escalation management team members and have asked them to contact you. Thank you.

    Reviewed March 27, 2020

    My business has been closed down due to Covid19. I heard that multiple banks and lenders are reverting mortgage payments to help their customers. I called PHH for desperate help & was told I can divert the next three months of payments. I was so impressed until they told me it would all be due back the fourth month! I informed them that if I’m not earning how would one be able to make that payment. This plan helps nobody, we need help and would hope a company like PHH would step up and help their customers. This is unethical & provide zero relief for their customers. Please step up like the other banks and support your hard-working customers.

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    Response from PHH Mortgage

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

    Reviewed March 26, 2020

    Just like many of you, my husband and I have been impacted by the COVID-19 pandemic and lost a significant portion of our income. We called PHH to inquire about a forbearance plan. As many other reviewers have mentioned, PHH is offering borrowers to "skip" three months of payments that need to be paid back at the end of the three months, in addition to that month's normal payment! Yes, that is 4 months of payments due at once!!

    When asked how that makes any sense (since the reason people need these relief programs is because of a loss of income!) the rep with broken English, could not provide an answer. She did say, however that PHH had not received instruction from the federal government to offer a true forbearance program, where the payments are placed on the back end of the loan. We asked to be transferred to someone in the US and after 15 more minutes of waiting, we were disconnected. An entire hour of our time, for nothing! PHH is a shady company and their customer service is disgraceful. I cringe every single time I have to call them, regardless of the reason.

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    Response from PHH Mortgage

    Kelly, 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.

    Verified purchase

    Reviewed March 26, 2020

    Help in response to COVID-19. Jhaz went "above and beyond" in patiently talking me through all the steps necessary to get my online account securely set up and operational. She then patiently talked me through the procedures necessary to put my mortgage payments on hold for three months, explained the terms of the agreement and that we will review my situation in three months, and helped me through a couple of spots that I would not have been able to get through without her. MARAMING SALAMAT PO!

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    Response from PHH Mortgage

    Thank you, John. It is our goal to provide an exceptional customer experience, and we're glad to hear that you are pleased with the customer service provided by our team. Thank you for taking the time to share your experience, and we appreciate the opportunity to work with you.

    Verified purchase

    Reviewed March 26, 2020

    The employee was very patient, understanding, and compassionate as I expressed my dilemma and concerns regarding my account. He confirmed purpose of my call and presented was to resolve my issues. He was kind, accurate and efficient.

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    Response from PHH Mortgage

    Thank you, Sonja. It is our goal to provide an exceptional customer experience, and we're glad to hear that you are pleased with the customer service provided by our team. Thank you for taking the time to share your experience, and we appreciate the opportunity to work with you.

    Verified purchase

    Reviewed March 25, 2020

    Mortgage company. Phh is a phenomenal company that really cares about their clients. Their representatives are attentive, knowledgeable, and provide help to solve their clients problems. Highly recommend.

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    Response from PHH Mortgage

    Tanya, thank you for taking the time to share your feedback. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with our service. Thank you for taking the time to share your experience, and we appreciate the opportunity to work with you.

    Reviewed March 25, 2020

    Updated on Trying to follow up again from my call yesterday to see what’s the status up my situation. Number given to me states “due to unforeseen technical difficulties I can’t be connected.” Called the main number and apparently they can’t connect to a live rep either. Standing by for an update.

    Original Review: About two weeks ago I noticed I had a double payment sent to PHH escrow from my old mortgage company. Contacted PHH and spoke with the escrow department and was told it would be processed in 10 business days. Today I called as I haven’t received anything and was told I could no longer speak to the escrow department and that the customer service rep would send another request to them that would require another 10 business days. Asked well what happened with the one already sent, rep said, "I don’t know but it was sent and never processed," but that this new one would be. Asked, "Well how do you know that?" Stated it just would be. So I emailed the customer service center to see if my original request could be fixed. Received automated email back that stated it would take 5-7 business days just to receive info in my emailed inquiry. SMH.

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    Response from PHH Mortgage

    Clayton, 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 your concerns regarding escrow refund. Thank you.

    Reviewed March 25, 2020

    My family, like so many others have shared the same experience during COVID-19. Once again PPH (Ocwen) is punishing Personal Homeowners with unreasonable products and bad outsourcing. One operator said -"is really that bad in US" for loss of work? Srsly, the deferment is a set up for failure. The rep stated MANY have complained that deferring for 3 months and then asking for a LUMP sum is unreasonable. This is a punishing policy for a global pandemic. Here is what MANY would like to see a successful product.

    1. Defer the mortgage payments throughout the span of the mortgage,
    2. Waive all late fees during COVID 19, especially to anyone with a stay in home government order.
    3. Work with customers, many Americans worked VERY Hard and will get through this -- but this current deferment plan will be unsuccessful.
    4. Expectations are unreasonable - to ask for a LUMP sum, when companies are laying off people. Service people, small business are out of work. This is as bad as lump sum Balloon payments.
    5. Lower all interest payments to the FED rate permanently to keep people in their homes.
    6. Get more US operators.

    7. Come up with a reasonable deferment plan to spread the missed payments, Remember a second wave of CV-19 is coming in the Fall.

    I hope a representative calls because PPH is being UNREASONABLE, by punishing homeowners!

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    Response from PHH Mortgage

    We take all feedback seriously, and we appreciate the opportunity to address your concerns. Your account has been assigned to one of our escalation management team members for review and they will be in contact with you to discuss this in further detail. Thank you.

    Verified purchase

    Reviewed March 24, 2020

    I'm not please with PHH mortgage and have not been since being transferred. This makes it worse because I never asked to be serviced by PHH. The website is inefficient because you can't even use it from a mobile browser and in this time when mobile phones are being used for these things it's very disheartening and frustrating not be be align with the rest of the companies I use. I've not been able to log in to my account for about 6 months due to the fact for some reason it's showing as if I don't have an account. Even when I called customer service they tell me to re-register because they don't see an online profile. Being the patient person I am I try doing too and it just tells me I already have an existing account. Then when I try and do forgot password, it sends me a link, but when I click the link it takes me to a blank page.

    I've been very patient but now I am pretty fed up. I wasn't even able to log in and get my 1098 statement. I had to call customer service and have them send it to me. You have to do better if you expect people to be happy with the site in the year 2020 and beyond. My outstanding issues are #1 I can't log into my site, #2 I want to change my username but I can't do that because I can't log in to my site. I've tried everything even asked customer service to create a ticket and I emailed the support email address and it bounced back. The PHH mortgage technology insufficiencies are extremely frustrating.

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    Response from PHH Mortgage

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

    Reviewed March 23, 2020

    PHH became our mortgage company in January 2019. They sent us ACH withdrawal papers, which we signed and returned, then they immediately failed to withdraw our payments, then blamed us for it. After I began sending payments through registered mail, THEY gave us the wrong account number to put on our payments, and they "lost" over $10,000 in payments for 4 month.

    After they "found" the "missing" payments, they cashed the checks and took payments from us for 8 months from us before abruptly returning payments over a title issue. Our title was changed by a 3rd party, whom we won a court case against, and who was ordered to put the title back in our names. The title was changed back, satisfactorily for Texas courts, but not satisfactorily for PHH, who continues to blame us for the change, even though we have proven a crime was committed against us. They have now foreclosed on the property, even though we have met all their demands, and DID, at our own expense, get the title changed back to say what PHH demanded.

    We have only been able to speak to our "account manager" twice in a whole year as she is never available, and I have had to explain the whole situation to a new person each time I've called, resulting in conflicting advice, yet every person I've talked to with PHH has looked through our paper work and said, "Your paperwork is really messed up," but no one at PHH seems to be willing or able to fix it, or help us, or do anything. Because a crime was committed in regard to our title, which was the cause of ALL of PHH's issues with our account, I asked to speak to someone on their legal team, who flatly told me that it's not PHH's problem, and since their only goal is to collect money, and since it was against us, not them, it doesn't matter to them. Terrible, uncaring company, and very hard to try to work with.

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    Andrew increased rating by 4 stars.
    After a positive interaction with PHH Mortgage, Andrew increased their star rating on Sept. 25, 2020.

    Updated review: Sept. 25, 2020

    I received an immediate response and the complaint was "escalated". We were issued a mortgage handler who was overseeing its case. I received several calls with updates from them and in the end was able to roll 2 mortgage payments to the back end of my loan. Very satisfied.

    Original Review: March 23, 2020

    I called PHH mortgage to defer my mortgage payment due to my wife and I being out of work because of coronavirus. The plan they offered was allowing me to miss my next 3 months of payments without penalty, but the 4th month, being July, I would owe all 3 months along with my July payment. How am I supposed to pay 4 months of mortgage payments at once when there is no income? What kind of relief plan is this?

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    Response from PHH Mortgage

    Andrew, we do take all feedback seriously, and we appreciate the opportunity to discuss this with you further. One of our escalation management team members has been engaged to review your account and will reach out to you. Thank you.

    Reviewed March 20, 2020

    My loan was transferred to PHH in Jan. The customer service has been consistently poor. They must have India reps trying to handle things. I can't even reach this company now by telephone and get diverted to a wrong telephone number through their call tree and that company that answers says they are "Elite Investigations" nothing to do with PHH Co.! I'm very concerned now due to Ocwen (the one that sold to PHH) has legal issues and now I heard PHH has financial issues and may sell to NewRez, another disaster of a company! What is going on here??? I want to get a refinance with another company now, but the rates just jumped up too high. I'm feeling a bit powerless here and wondering what's to come now since I can't trust let alone REACH PHH representatives! HELP!!

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    Response from PHH Mortgage

    Deborah, 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.

    Reviewed March 20, 2020

    After years of dealing with call centers in India who gave us misleading or false information that lead to horrible mistakes in our credit report, we finally got to an ON-SHORE ESCALATION MANAGER named Daphne #** who assured us she could help. We sent her a fax with all the information she requested on March 11th, and we have followed up repeatedly, but she will not call us back. Daphne, Vikas, Manish, and Nikki ** have all said they would help, but none of them have been empowered to do anything, much less call us back.

    We have detailed documentation, including a letter from the Branch Director of our Credit Union showing all payments PHH has reported as late actually cleared our account within the contractually permitted timeframe. We have disputed the late payments with TransUnion and Experian, we’ve contacted the Better Business Bureau, we are in the process of retaining legal representation for the 3rd time since our loan was sold to Ocwen/PHH, and our next course of action will be submitting a detailed report with proper documentation to the State Banking Department and THE FEDERAL TRADE COMMISSION at **. IF YOU HAVE ANY ISSUES WITH THIS LENDER, GO TO THIS WEB-SITE IMMEDIATELY!!! **

    WARNING!!!! Do NOT accept responses from PHH here with repeated apologies or claims that they are submitting your complaint to their Escalation Department. Their Escalation Department is no better than the call centers in India who are empowered to do nothing but apologize repeatedly. If you are in a situation like us where their actions (or inactions) are negatively impacting your credit, go straight to a real estate attorney, file a dispute with the credit bureaus, and take immediate action in every possible way to protect yourself because you have unfortunately landed with the most corrupt lender in the business. If you do any research about PHH/Ocwen, you will find a lengthy list of reported fraud and scams. Unfortunately, you likely did not choose this horrible company, your loan was probably sold to them and now you are stuck.

    If you are in a position to refinance with a credible company who will service your loan internally, you’d be wise to spend the money and get your loan out of the PHH/Ocwen network. Rob Crowl, President/CEO of PHH Mortgage Corp, is the current leader of this bad business tribe. He many never see your letters or reviews, but it can’t hurt to send them directly to his office anyway. Good luck, and please write your reviews here so that any legal representation retained by any of us reporting on this site will be able to access everyone’s reviews and experiences in this easily accessible location.

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    Response from PHH Mortgage

    Gregg we do take all feedback seriously, and we appreciate the opportunity to discuss this with you further. One of our escalation management team members has been engaged to review your account and will reach out to you. Thank you.

    Reviewed March 20, 2020

    I called PHH on behalf of my mother. She is over 65 and still works hard every day, paying her mortgage and expenses on her own. Unfortunately as a result of Covid 19 she’s been forced to stay home, without any income. I called PHH for a mortgage deferment of some sort. They offered nonpayment of mortgage for 4 months, but at the end of the 4 months she has to pay the entirety of the 4 month balance! This is ridiculous! If she’s out of work, how could she come up with that amount of money. Every other mortgage company right now is allowing their customers a 3-4 month deferment, and the length of the loan is just spread out longer. PHH needs to get with the program!

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    Response from PHH Mortgage

    Goli, request you to send us a private message with the loan number and property address so that we can review the account and contact you to discuss this further.

    Reviewed March 20, 2020

    Hello, Today March 19, 2020 I reached out to PHH Mortgage requesting deference of my mortgage payment for a least 3 months because of the work situation related to coronavirus situation in the country. Actually the problem is global, PHH told me that I can stop making payments for 3 months but in July I will have to make 4 payments together, What kind of help is that??? This is terrible. How can you make 4 payments if you are trying to get back in your feet, I will like to find out what department in the government I can report this mortgage company, they should learn from BOA and all the other bank that are really helping people in this difficult situation we are all living. Very sad how PHH is addressing this. I will report this.

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    Response from PHH Mortgage

    Maria, 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 escalation management team members for a review and they will be contacting you regarding this.

    Reviewed March 20, 2020

    I made an attempt to have a forbearance om my loan because I am out of work during the Corona Virus outbreak. I have never missed a payment in 15 years. I asked to push back the payment just one month and they said they have a plan in process to push back 3 months. Nice! UNFORTUNATELY their plan is bogus. Instead of adding the payments at the end of the loan they want the 3 months mortgage payments ALL when the time is up. So come July 1st they want April, May, AND June's payment WITH July. They expect us to make 4 mortgage payments at ONCE. Since the buyout of Ocwen this company is a complete joke.

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    Response from PHH Mortgage

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

    Reviewed March 19, 2020

    First off, they are saying I owe late fees for the last 6 months. But when I have called in to make a payment, which is never easy, they ask how much I want to pay. I tell them whatever I owe. So they take my payment but don't take the late fee as well. I never knew there was a late fee, they always said there weren't any and that my credit is good. Then with this Corona virus going on, a lot of mortgage companies, good mortgage companies are allowing people to freeze their mortgage for 2-3 months. Then once that is over, they pick up where they left off.

    PHH is offering 3 months but at the end of the 3 months you have to pay it in full. Example, if your mortgage payment is $1000, and you take them up on the 3 month freeze, you will owe them $3000 plus the next month's payment, so $4000. HOW IS THIS HELPING PEOPLE?? You are setting them up for failure because they can't work. PHH is the worst company in the game. I STRONGLY don't recommend them. Go to your nearest local credit union. DO NOT USE PHH. You never talk to anyone in the US, it's hard to understand what they are even saying. Trust me, Don't use them! I will be refinancing my mortgage ASAP with someone else. I never even approved of them buying out my mortgage, they just sent a letter.

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    Response from PHH Mortgage

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

    Verified purchase

    Reviewed March 19, 2020

    Bravo PHH Mortgage. I was so pleased with the professional and competent assistance I received in meeting my mortgage obligations given the corona virus disruption while I try to return to work asap. Alise was very helpful.

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    Response from PHH Mortgage

    Thank you, Lawrence. It is our goal to provide an exceptional customer experience, and we are delighted to read your feedback about PHH and we're glad to hear that you are pleased with the customer service provided. Thank you for taking the time to share your experience, and we appreciate the opportunity to work with you.

    Reviewed March 19, 2020

    I called after I find out on Monday 3/16 that my job will be closed until April 6th (minimum time), it can be more time to the coronavirus. I was asking if they are offering any help for their customers with no income and they told me yes. Their program is basically not to make any payments for April, May and June but then on July 1st, I will have to make a lump sum payment for the 3 months that I did not pay.. How is someone that will not have an income God knows for how long is supposed to come up with 3 months worth of payments in one lump sum..?? Sorry, but this is NO help! Come up with a better plan to help your customers during these rough times!

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    Response from PHH Mortgage

    Anabel, 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 escalation management team members for a review and they will be contacting you regarding this.

    Verified purchase

    Reviewed March 19, 2020

    I am in a financial crisis from a lost job. I called PHH Mortgage for mortgage payment situation. The staffs are friendly and trying to help with the best they could to resolve my situation. Their customer relation is great with nice answers.

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    Response from PHH Mortgage

    Thank you, Kham. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided. Thank you for taking the time to share your experience, and we appreciate the opportunity to work with you.

    Verified purchase

    Reviewed March 16, 2020

    Calling about payment options. The representative is thorough and fully explained the current options. Due to declared national state of emergency, I am figure out how I can manage my expenses. Waiving late fee's and monthly payments would help my finances. I have 2 college kids were abruptly sent home due to Covid. I am too wondering if I will be the same. I am primary wage earner and I am concern with the unexpected expenses and livelihood.

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    Response from PHH Mortgage

    Angelica, thank you for taking the time to share your positive feedback with PHH. We are here to help our customers, and we're glad to hear that you are pleased with the customer service provided. Your account information has been forwarded to one of our escalation management team members and they will reach out to you to discuss this further.

    Reviewed March 13, 2020

    My mortgage was transferred to this poorly ran company about 2 months ago, my statements say I'm behind a payment but when I call both the automated system and the live reps (coincidentally sound like the people selling the car warranties) I'm told I have no past payments due. Not only that issue they waited almost a whole month before cashing the first check. I came to this site to see why they had their horrible rating and seems this is their way of business. Whomever is writing the response from PHH please don't bother with this one. I am done with your company and way of handling accounts. If anyone gets switched to is company like I did switch before the first payment or you'll end up the same boat as the rest of us.

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    Response from PHH Mortgage

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

    Reviewed March 13, 2020

    Company and reps offer detail information to make the decision process effortlessly. Turn around time is in normal range and calls and emails are returned promptly. I would recommend this company for first, second mortgages and or refinancing.

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    Response from PHH Mortgage

    Thank you, Sharon. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided. Thank you for taking the time to share your experience, and we appreciate the opportunity to work with you.

    Verified purchase

    Reviewed March 12, 2020

    Payment situation. Working with the PHH representative, who had compassion and experience in these situations, put me at ease and explained everything in detail to help me, was such a godsend! Excellent customer service!

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    Response from PHH Mortgage

    Thank you, Victor. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided. Thank you for taking the time to share your experience, and we appreciate the opportunity to work with you.

    Verified purchase

    Reviewed March 12, 2020

    Juanita went above and beyond with helping me with my payment questions. She is an excellent asset to your company - Juanita is very knowledgable and compassionate about her position. Thank you so much for having such a wonderful spirited young lady working for you.

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    Response from PHH Mortgage

    Grace, thank you taking the time to share your positive feedback with PHH. We are here to help our customers, and we're happy to hear of the excellent customer service provided by our agent. We will be sure to share this feedback with Juanita and her manager.

    Reviewed March 12, 2020

    A number of years ago, the original mortgage servicer sold my mortgage to PHH Mortgage. As such, PHH is required to file the correct forms in order to maintain a "trail" of ownership. Fast forward to March, 2020 and, when doing a title search in order to sell the property, we have found out that PHH did not file the correct papers! As a result, we don't have clear title to our property and cannot sell it. I have spent an appreciable amount of time on the phone trying to resolve this, but PHH has an offshore customer service department that refuses to give US contact information.

    Their "Escalation Management" has been ineffective in resolving this issue. They refuse to give me the phone number of the department that can actually fix this problem. When I call them, which I've done repeatedly, is say, "well, I've sent an email, I'm waiting for a response." I've explained clearly that my sale is in danger and that time is critical. This lack of customer service is beyond unacceptable, especially give the severity of the gross negligence committed by PHH.

    This is extremely frustrating. I've been paying for over 12 years on this loan and I only recently have discovered that they have been negligent in servicing my loan. I'm very confused by this. Other mortgage companies seem to be able to file the correct paperwork, but the good folks at PHH seem to not have the same competency. I recently heard that PHH was recently investigated by the State of New Jersey and found to be in the wrong. I STRONGLY recommend avoiding PHH at all costs. They have been difficult to work with (this is only 1 example, and certainly the most egregious).

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    Response from PHH Mortgage

    Richard, we apologize for the issues you've experienced with PHH. We appreciate the opportunity to address your concerns. Please send us a private message with your loan number, property address and phone number so that we can have one of our team members reach out to you. Thank you.

    Reviewed March 12, 2020

    My Mortgage Account had been transferred from ONE Service Company to PHH Mortgage, Since very first day, when I created online account, My property tax information were in Arizona, while property is located in Nashville TN, online accounted was stated this, then when I Complaint, that the property tax information should be as per property physical address, then they changed my property in Arizona. I had been keep calling them, they always said, "We are working on them," by the way, they outsourced calling center in India, after 30 days, they sent me an email, I needed to contact with local authorities where the property is located.

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    Response from PHH Mortgage

    Tariq, we would like to apologize for the frustration you experienced following the transition of your account to PHH. Your information has been forwarded to one of our escalation management team members so they can review your account and assist in resolving these issues. Following their review, they will be in contact with you.

    Verified purchase

    Reviewed March 11, 2020

    I called the company regarding paying off the balance on my loan. Staff was cordial and answered my questions. She was knowledgeable about the process involving the discontinuation of automatic payments.

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    Response from PHH Mortgage

    Esperanza, thank you for taking the time to share your feedback. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided.

    Reviewed March 11, 2020

    Back in 2005 my husband and I were victims of a bait and switch mortgage. The mortgage was sold twice before Ocwen and then PHH got it. Apparently we have a balloon mortgage which was supposed to be a 15 year fixed rate, and it is about to expire. We have been trying to refinance or modify this mortgage for almost 6 months. We are now to the point that we need to do a settlement or something because we will not have $42,000 in two months. We have had appointment dates and times for a case manager and escalation supervisor to call us and they never call.

    We are unsure if our case manager (Jarod **) is even a real person or still with PHH. We have spoken with Robin **, Maryann, Tamika **, Vastanya **, Camille **, Carlo **, Aneesa **, Michaela **, Rachel **, Kimberly **, Angelica, Kimberly **, Corancia **, and Ronald **. WE HAVE YET TO MAKE ANY FORWARD MOVEMENT. If I were the CEO of this company, I would be embarrassed and think my company was a disgrace.

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    Response from PHH Mortgage

    Tonya, we do take all feedback seriously and apologize for your experience. Your account has been assigned to one of our escalation management team members for review and they will be in contact with you to discuss this in further detail. Thank you.

    Reviewed March 10, 2020

    I was a satisfied customer of Ocwen, when my account last May was transferred to PHH. Since that time, I have had two payments rejected with no explanation, inaccurate information on the website, no routine communications or statements. But most of all, it is the complete unresponsiveness to my many inquiries using all available tools--letters, emails, website communications and phone calls.

    I am always promised a reply within a short period of time--but never does that happen. And when I finally compelled the company to respond by reporting them to the State banking department, there was a flurry of activity, including 3 relationship managers, some mail, but here I sit 60 days later with no resolution, no answers to my questions, and a growing obligation to them, since they do not accept my payments. Worse yet, the relationship managers who have been assigned have not read my complaint letters, etc. Now I am going through a "hardship" process which they are demanding, even though my wife and I are not in any hardship. It is PHH that is in a "hardship" condition.

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    Response from PHH Mortgage

    Mr. Perry, we apologize for the issues you've experienced with PHH and the frustration this has caused. One of our escalation management team members has been engaged to review your account and will reach out to you. Thank you.

    Reviewed March 10, 2020

    I was transferred to PHH mortgage from Ocwen in June 2019. In August 2019 I had a storm that did $10,000 damage to my home. My insurance company paid me but included PHH mortgage on my first check for $7300. PHH mortgage loss draft Dept has done everything they can to not pay me one penny and since my insurance company told me I have to prevent further damage I had to use all my money to do so so now my home has went into foreclosure and my credit is trashed because to date I have received not one penny and have heard every excuse there is. This is a crime but nobody cares. I will walk away from my family home and be homeless and penniless. There's nothing more I can do. PHH mortgage stole my insurance check and now are stealing my home.

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    Response from PHH Mortgage

    Scott, we apologize for the issues you've experienced with PHH, and we appreciate the opportunity to address your concerns regarding the insurance claim check. Your account information has been forwarded to one of our escalation management team members for a review of your account and they will be contacting you regarding this.

    Verified purchase

    Reviewed March 7, 2020

    The representative that waited on me, her name was Wilma, was very attentive and polite. She was excellent! Everything I asked her about she checked on and answered my questions and I felt very good when our call was complete. All customer service individuals should be like her.

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    Response from PHH Mortgage

    Thank you, Patricia. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with the customer service provided. Thank you for taking the time to share your experience, and we appreciate the opportunity to work with you.

    Reviewed March 5, 2020

    Updated on 03/10/2020: Continue to stress a over missing payment. I tried to contact them and received a letter saying my payment was paid towards my January payment. I made my January payment on january 14, 2020. And wasnt behind before. I dont understand why someone cannot call me or review my payments from january 2019- 03-20. I have lost so much time my eyes burn.

    Original Review: I have been calling and faxing missing payments depot for weeks now. I paid my mortgage on WU speedpay through PHH mortgage and the payment was paid from my bank. They sent me confirmation from WU and PHH. And a couple of days later they claim payment was returned for insufficient funds. I have faced proof of payment and nobody has called me to discuss this matter. I have anxiety because of this. How is it possible that I have paid the mortage for February on January 29, 2020 and it's as if I didnt pay it..

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    Response from PHH Mortgage

    Elizabeth, 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.

    Reviewed March 5, 2020

    PHH will not recognize I have POA for a customer of theirs that has Parkinson's Disease and are trying to foreclose on his property. He has given all requested documentation they have asked for but PHH has lost a certified check they signed for and in turn has held and destroyed original payments he has made. We have sent copies of everything by email to the Escalation Dept and have scheduled an appointment for today at 12:45 to speak with the case manager, who over an hour later still has not called. PHH says the foreclosure has been suspended but have not notified their attorney so their customer is still getting certified mail from the attorney who has scheduled a foreclosure hearing with the Super Court. Several thousand dollars of attorney fees are being added to his loan. It seems PHH is intent on taking this customer's home from him.

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    Response from PHH Mortgage

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

    Reviewed March 4, 2020

    We just did a modification in February 2020 and had all the paperwork notarized, etc. Got approved and then I went to pay the March payment (1st modification payment) and it changed another 50.00 a month. Aren’t the documents that we just signed right? The person on the phone said the escrow changed? No notifications, emails, calls — nothing!! So my question is how can it change in less than a month - didn’t PHH have to crunch numbers for the modification? Also now I have a second mortgage that I wasn’t told about (modification numbers) and now my payment is HIGHER than before? Isn’t the reason why you do a modification is to lower those??? Seriously???

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    Response from PHH Mortgage

    Mr. Beaupre, 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.

    Reviewed March 2, 2020

    This PHH Mortgage Company is a fraud, predatory lender and scammer to a lot of customers that they have mortgage with this company. If you interested enough you can check this company out on a fraud lender. They had to pay back a lawsuits to homeowners Millions of dollars. But in my home town IN New Jersey I never got a pennies back. I filed complaints to State and consumer affairs. Nothing was resolved. They got away with murder! I am giving up for this nightmare with this company.. Looking and trying to find the money to pay off my mortgage soon. I got sick days in and days out if I think about how this Company can get away right this. This PHH mortgage company has changed the new name to NEWRez now. I never signed up the mortgage for 50 years? Who wanted to have a mortgage for 50 years? They are more but leave it just for now. They took advantage of us who are just so real victim of they scammed.

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    Response from PHH Mortgage

    Naruporn, 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 escalation management team members for a review and they will be contacting you regarding this.

    Reviewed March 1, 2020

    Updated on 04/28/2020: So after great frustration, I took to writing a review and finally PHH gets in touch with us 'Specialized HRD Escalation Agent, Shamona **. Shamona is your designated contact for inquiries and the submission of documents as needed.' However, after one email, she dropped off the face of the earth, so a few months later I post another review which triggers 'Relationship Manager, Manoj **. Manoj is your designated contact'. So he emails asking when is a good time to speak and I reply the next day (a month ago) with my availability and NEVER heard back.

    So the game goes like this, write a poor review on this site, then they post a response that a designated person has been assigned to us and we get ONE email from that person and then they fall off the face of the earth until we do this all over again. So, PHH and CEO Glen A. Messina, and CFO, Robert B. Crowl, let the game continue - you're it!

    Updated on 03/17/2020: So, in response to my awful rating, we were assigned a nasty person to 'escalate' the issue. That person promised to be back in touch by certain dates with answers and solutions to our issue. Needless to say...still waiting after all these months (year+).

    Original review: There is not one thing about PHH that is good. Just as all of the other poor reviewers noted, they say they are sending you paperwork but it never comes and each time you call it is as if you are starting over. They have 'no information on your account', 'they will get back to you'. They spin the wheel for the answer of the day. My husband drove down there and spoke to a senior person and she pretended to be helpful, said all the right things and never delivered on any of them. This has been going on for almost a year. Ocwen was so easy to deal with even if they were in the 1990's in terms of technology.

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    Response from PHH Mortgage

    Heidi, 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 for review and they will be in contact with you to discuss this in further detail. Thank you.

    Reviewed March 1, 2020

    Problems after Ocwen Switch. No problem with Ocwen, no missed payments, but sometimes a week late. PHH calls me, I paid the amount they said, yet they "suspend" the payment and report me to credit bureau! 2 times plus mystery $$$ amount reported now! Their one internet page is broken English and looks like a SCAM, took me 1 hour to set up online and STILL can't figure out how to pay online!

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    Response from PHH Mortgage

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

    Reviewed March 1, 2020

    The current balance that I owe on my home is under $70,000. I have the IRS paperwork as well as other documentation to prove it. Originally when the company was under the name Ocwen they had the correct balance on my monthly statements and all was well. Once they switched to this scam of a company they sent me statements stating that I owed nearly $150,000! Every time I tried to call and get answers they have someone (who is outsourced from another country) give me the run around. They also reported this reported this to the credit bureau and now I am in the process of filing a lawsuit because of this.

    Avoid this company like the disgusting plague that they are. I will update you all on the outcome of the litigation once it's comeplete. PHH will now respond with: 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 escalation management team members for a review and they will be contacting you regarding this. Thank you. It's their automated response. They are a horrible company.

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    Response from PHH Mortgage

    Andrew, we do take all feedback seriously, and we appreciate the opportunity to discuss your concerns regarding unpaid principal balance and credit reporting. One of our escalation management team members has been engaged to review your account and will reach out to you. Thank you.

    Reviewed March 1, 2020

    Money grabbers. Adding fees whenever and wherever they want with no notice. I have never been late on a mortgage payment in the 6 years I’ve owned this home and also had them with my previous house. They just keep getting worse and worse. Customer support is not even worth calling. I will be refinancing. I definitely do not recommend this company.

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    Response from PHH Mortgage

    Heather, we apologize for the issues you've experienced with PHH, and we appreciate the opportunity to address your concerns. Your account information has been forwarded to one of our escalation management team members for a review of your account and they will be contacting you regarding this.

    Reviewed Feb. 27, 2020

    Update on 03/05/2020: Well I’ve put my complaint on here! They called 2 times when I was at work. Gave authorization on here and written authorization for them to talk to wife. Authorization for them to talk to wife Lisa ** they have on file. Now they haven’t called back again. My advice to anyone using this Company is to refinance with another company or thinking of using this company don’t!! Have a lawyer looking over my mortgage paperwork. They’ve scammed me out of thousands of dollars with bogus fees. I’m reporting them to the Attorney General in the state of Michigan.

    Original Review: Have call PHH Mortage several time! Each time it is a huge ordeal! The customer service is located in a none speaking English country! Told them several time we were refinancing and new company faxed them for payoff. Told them closing papers were signed and new mortgage company would be sending payoff. Still keep calling asking where payment is. The right hand doesn’t know what the left hand is doing. They also have added fees onto mortgage and late fees that aren’t supposed to be there. My advise to anyone thinking of using this Company is to run as fast as they can! I will be seeking legal advice and reporting this company. For their illegal practices!

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    Response from PHH Mortgage

    James, 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 escalation management team members for a review and they will be contacting you regarding this. Thank you.

    Reviewed Feb. 27, 2020

    So my wife paid around $1,300 in September and the representative said everything was caught up and good to go. My wife paid November and December. Then we get a letter in January saying we are behind 4 months. How does this happen? Has this happened to anyone else? Seriously thinking about getting the attorney generals office involved. Honest people out here fighting to make a living then you have crooked companies like this kicking them harder when they are already down. They always say you're missing payments so you can’t refinance or go somewhere else. I have never seen a company that loses (lies) about people’s accounts like this one. Also my wife has done sent in prove of September through December so I guess we wait for a response.

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    Response from PHH Mortgage

    Marvin, we take customer feedback seriously, and we apologize for your experience with PHH. We have forwarded your information to one of our escalation management team members and have asked them to contact you or the borrower. Thank you.

    Reviewed Feb. 26, 2020

    This company is a sham. They switch you from one person to another yet nobody gives you a answer. Even the escalation manager won't return phone calls. Even the response to these bad reviews are all the same (they give it to a escalation manager) and they just give you more lip service and nothing gets done. I sent 103k from my bank and after I gave them the electronic tracking # they can't tell me where my money is. Even when I was talking to a so called escalation manager (who promised a phone call back four days later nothing) their company called me on another line to complain that I have not made my payment, this is 15 days in and nothing about where my 103k is. It seems as they are trying to rack up late fees and extra interest. If I could give them zero stars I would. Watch their response and let's see which useless escalation manager I get this time.

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    Response from PHH Mortgage

    Nick, we appreciate you informing us of the issues you encountered with PHH . We'd like to apologize for any frustration these issues have caused. We have escalated your concern regarding missing payment to one of our team members and they will contact you to discuss this in further detail. Thank you.

    Verified purchase

    Reviewed Feb. 26, 2020

    I spoke with Julius and he was wonderful. We are new clients and he answered all my questions. He also stayed on the phone with me while I set up a new account on my computer. He couldn't have been nicer.

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    Response from PHH Mortgage

    Thank you, Sue, for taking the time to share your positive feedback! We are here to help our customers, and we're glad to hear that you are pleased with the customer service provided.

    Reviewed Feb. 26, 2020

    My property was foreclosed on 12/31/2019. I called on the 9th of December 2019. I never received any paperwork from PHH -- certified mail or otherwise. Stated that when I called was told at that time that paperwork would be sent out for a modification. I also asked if could look into a payment plan. Nothing was still never sent. I got the paperwork on my own via the internet. Sent paperwork in through email the 19th of December. Checked the website periodically almost everyday and it said account was under review in which I have a screen shot of. Called and emailed a few times. Nobody really had any information. I called on the 27th or 28th. Was told to call back in the 30th which was the day set for auction.

    I called and talked to a relationship manager. He said he was going to call and get a message to the foreclosure department and let them know that there was a mistake. I told him I would call back. He told me it would take a few hours for them to get back to me. I let him know I was a little hesitant about waiting and he said not to worry, he was sending the message. No one ever got back to me and in 12/31 checked the website and a message said all the paperwork was complete. I will Include screen shots. When I called back was told they never received paperwork for modification when the websites states it was complete. Please help. I need to retain my home. My family will be homeless. We have no family and nowhere to go. To this day I have not received any paperwork.

    Like I stated before I received no mail as to a foreclosure date or any certified mail. I only received mail addressed to generic homeowner about foreclosure from marketing companies beginning on the 9th of December. The initial reason it was late is because I couldn't pay it due to waiting on paperwork that had to be notarized and signed in May 2019 that I didnt receive until mid to late June and Ocwen ended up sending a notary out to ensure papers were received and returned to company correctly. I was led to believe the account was under review for assistance and was told on the 30th a email would be sent on error to foreclosed dept and on the 31st a day AFTER the foreclosure conspicuously all my paperwork appeared on website completed.

    My paperwork had been there since the 19th when even after I was told several times it was being sent I had to find it myself and email it. I just kept getting put off intentionality and told that in the 30th to wait until they got a answer from the foreclosure dept before I contacted anyone back. Even though I expressed that I was very uneasy about this request. If I wasnt led to believe from the time I called at the beginning of the month that the account was under review for assistance I could have came up with the back pay by the 30th. So many conflicting answers. People saying no and people saying yes in the same phone calls and same days. Website reflecting assistance review and status of paperwork received and then erased after I brought it to the forefront. I know it is illegal to dual track and I was definitely led to believe I was going to be evaluated for assistance and website indicated the same.

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    Response from PHH Mortgage

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

    profile pic of the author

    Reviewed Feb. 23, 2020

    I am a 67 year old woman who has been recently diagnosed with a life threatening disease. I fell behind on payments and decided to do a loan modification. I was approved and succeeded by making the Trial Mortgage payments. I paid early and called in! After I made the last trial mortgage payment, the representative I was talking to said that from now on I can mail in or use my bank to send in the payment. After that I heard nothing back and sent in my payments via my bank. They were getting accepted and since I didn't hear anything back I thought we were fine. Then I get a letter that says I was not approved for the loan modification because there was a problem with my title loan.

    I figured out what the problem was, got it fixed and talk to a woman named Sheryl who said I can reapply for the loan modification and there shouldn't be any problems. I reapplied and waited almost 2 months for them to send me a letter saying that I did not qualify for the modification again. Saying the reason was because I entered into one but FAILED to meet the terms. This is false. And now I believe that they don't want to help me or my family at all.

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    Response from PHH Mortgage

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

    Verified purchase

    Reviewed Feb. 21, 2020

    Your website doesn't work. I keep trying to log in. Makes me just keep putting the same info over and over? A lot of people on social media are saying that? Can you please check it please? Other than that I’m glad to be aboard. ✋️

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    Response from PHH Mortgage

    Thonas, thank you for taking the time to share your feedback. It is our goal to provide an exceptional customer experience, and we are here to help our customers, and we're glad to hear that you are pleased with our service. We are working on the feedback shared by our customers regarding our website. Thank you for taking the time to share your experience, and we appreciate the opportunity to work with you.

    Reviewed Feb. 21, 2020

    PHH has inexperience customer service employees who are based in the Philippines. They are polite, but are incapable of answering most questions and rarely return the phone calls they promise to return "within 24-48 hrs". I have been contacting them for 6 weeks because they stole $1281 from my escrow account and gave me no notification there was any issue. If I had not tried to sell the house and call about the payoff, I would have found out 30 years after the fact instead of only 7 years after the fact.

    I recently called PHH Mortgage to get a payoff because I am in the process of selling my home. I purchased the home in 2012. In the payoff statement from the bank, PHH showed a $1281 charge that I knew nothing about. I called several times and kept getting told by more than 1 representative that those are fees and they can do nothing about them.... Even though they could not tell me what the fees were for. After getting no resolution, I asked to speak with a supervisor. I was connected with Kimberly who was very nice and very knowledgeable. She got right to the bottom of the issue, identified the cause of the fee, and even sent me all the email strings between PHH and my employer sponsored relocation company.

    My employer paid for certain portions of my relocation: usual & customary costs. There was a $1281 title fee that my employer (United States Gypsum--USG) refused to pay because they claimed it was not usual & customary. A PHH rep challenged that at the time and told USG in an email that those fees were usual & customary and per the Company policy provided by USG, should be covered. PHH stopped the communication, stole the $1281 from my escrow account, and gave the money back to the relocation company. PHH never notified me at the time and neither did my employer at the time. All of these details are confirmed in copies of the emails I received from Kimberly at PHH in January of 2020.

    I spoke with Kimberly several times about the issue and each time she tried to convince me that the issue is with NGC, the ex-employer. That I need to call NGC and ask them for my $1281. I shared my disbelief many times with her, let her know that I no longer work for NGC, and had PHH told me about this 7 years ago, I might have been able to do just that. However, PHH is the Company who took the money out of my account and GAVE it to NGC. NGC did NOT reach in to my escrow account and take it. I do not have a banking relationship with NGC, I have one with PHH.

    After many discussions with Kimberly, I asked her to elevate the issue because I want my $1281 back. She told me she would escalate the issue and call me back. It has been nearly 6 weeks and she has not called me back even though I have called at least 1 time every week since and left messages on her phone. I have also called and spoken with her colleagues on several occasions who have assured me they would have her call me back. Nobody has called me back.

    I get the distinct impression they just hope I will give up so they can steal my money for good. I have had similar issues with PHH in the past where they actually refused to send me funds from a homeowner's insurance claim. Gave me the runaround for weeks and then lied about the fact about something as simple as where their office was when I asked to set up an in person meeting. If I cannot get my stolen money back, I'm not sure I would ever recommend PHH to anyone

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    Response from PHH Mortgage

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

    Verified purchase

    Reviewed Feb. 20, 2020

    I answered the phone so I could confirm that payment would be coming on Friday, 2/21, when I get paid. Due to almost $500 in car repairs I didn't have enough to cover the entire house payment. Agent was very professional, courteous and helpful. Payment was set up to draft tomorrow, 2/21/2020.

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    Response from PHH Mortgage

    Thank you, Suzanne, for taking the time to share your positive feedback! We are here to help our customers, and we're glad to hear that you are pleased with the customer service provided.

    Reviewed Feb. 19, 2020

    Did not realize I was a on a balloon loan. My home is worth 200k. I only owe 40k. They will not allow me to extend my loan. They will be forcing me to sell my home or Lose it to foreclosure. My credit is bad so I cannot refinance with another lender. I have asked for help to work this out but they do not seem to understand what I am asking for. My loan matures in 2 months and they don't seem to care. I know I messed up and should of known what type of loan I was in. But I still was hoping they would help me keep my home. The case managers do not speak English well. I can barely understand them and them understand me.

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    Response from PHH Mortgage

    Anthony, 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.

    Reviewed Feb. 19, 2020

    This was a bad decision long ago to get a loan like this but we have faithfully paid on the loan. Ocwen wasn't a great company but When Ocwen became PHH our problems intensified as far as the servicing of the loan. Our loan is due on the 22nd of each month. We pay around the 3rd of each month online, which is about 15-18 days early each month. Every month they claim we are late and add a late fee. We have to call every month, they admit they are doing things wrong and say they corrected the problem. The problem seems to be they assume all loans are due on the first of the month. Our loan was never modified to be due then.

    Usually we have to make a second call each month to then get the late charge removed. Sometimes the rep argues with us that we didn't pay on time and we have gotten many letters denying forgiveness of the late fee. We have to deal with this every month, month after month. But how they apply the money to the loan is even more important and we are getting screwed. A payment is applied to the interest first and then the principal. Interest is compounded daily on this loan. If you pay late more of your payment is applied to interest not principal. They mark us late each month, charge us more interest and the principal doesn't go down as quickly so it earns more interest.

    I am sure this is deliberate. We have called and complained numerous times and nothing changes. No adjustment to principal is made. We are nearing the end of the loan and we will still owe just about $10,000, which has to be paid in a lump sum to clear the mortgage lien. This is despite every payment being made on the loan and some $46K in interest already paid on a 30K loan. Yes it was a bad loan to begin with, we made a mistake. But they are milking us and I think this company should be sanctioned or sued for its practices, just as the parent company Ocwen was.