Onity Mortgage Reviews

We had 2 sewer backups and a busted main pipe that is not covered by my insurance policy so we fell behind 85 days. I called PHH to advise that we would be making payments late due to having to make repairs otherwise our home would be inhabitable. "Oh that's fine, thanks for calling us to let us know, we'll make a note on your account". Little did I know that after our 2nd missed payment, PHH had referred our mortgage to a foreclosure attorney. PHH sent a notice stating that if we sent them $2309, it would cure our default. So we sent them $2309, along with the notice they had sent us.

Because PHH had already referred our mortgage for foreclosure, they never cashed the check and sent it back a whole month later stating it was not enough to cure the default and that we were being foreclosed on. What do you mean not enough to cure the default? We sent the exact amount PHH asked for in writing and even sent them a copy of their own letter so how could it not be enough when we sent exactly what was requested and a copy of their own letter as proof?

PHH claims they could not reach us because they had the incorrect phone number. This is not true because the idiot attorney they hired to handle our foreclosure sale had no problem listing a private, unpublished cell number on the foreclosure website. He got the phone number from PHH. In Michigan, that is illegal. Our number is not public in any way, the phone account isn't even listed in our name or associated with our address so how does the whole world know how to reach us but PHH doesn't?

So without any help from them and an auction date looming, we request an assistance package. Nobody would respond or send as an assistance package so we had to find one off the internet. We faxed it, emailed and sent it via certified mail. It still took them 2 weeks to acknowledge receipt. The review process was only supposed to take 30 days but ours took almost 2 months. PHH stated the reason for this was due to the owner of our loan was delaying it and requesting more information.

We finally get approved for a trial repayment plan. Our first payment was due December 1st. We sent the check 3 weeks prior to due date. I ended up cancelling the check by accident (checkbook pages stuck together from the flood) thinking it was lost. When I realized my mistake, I called PHH and told them what happened and they told me it was ok to make an electronic payment. So I did. Then the next day, my bank sent me a notification that somebody was trying to cash our cancelled check.

So this one tiny mistake that I told them about ahead of time has now caused us to go back into foreclosure. I spoke with at least 7 different people, all telling me something different. They can't "find" my electronic December payment even after my bank faced them the proof of payment they asked for. We sent our January payment in (because PHH wasn't allowing us to make it online or with a phone rep or their automated system) right before Christmas. They never cashed it and they just sent a copy of the check (not the actual check) back 2 days ago. I've been emailing them with no answer.

Somebody from PHH calls me during work hours but never leaves a message and when I call back, nobody knows why I was called in the first place. I filed a complaint with the CFPB yesterday and today I finally got an emailed response from PHH Customer Service stating my account was escalated to the ombudsman team. I do not have high hopes as I've read responses here that indicate their escalation team isn't any more help than anyone else there.

Original: I have had a mortgage on my home for over 35 years and was never late until this past September, 2019. I paid my mortgage through my bank's bill pay online and somehow underpaid the payment by $293.67. I had lost my mom during this time and apparently the stress was too much and I did not notice what I had done. I did get a phone call and a letter for PHH letting me know but that was early October. I right away paid the difference with them over the phone and was hoping to avoid a late payment being placed on my credit file. Of course they told me they would not but did ding my credit.

I am devastated first of all, that I made such an error and secondly I have damaged my credit and my husband's as well. I called their customer service and pleaded my case hoping they could forgive the late and remove it from my file. I have just received a letter informing my they will not. I pay on time for all these years, paying more than our payment amount and yet they will not show any compassion. I truly believe other lenders would have overturned this for their customers who have always paid on time over all these years.

Of course, I read the package carefully. It stated that they approved a 6 month forbearance where I paid 1/2 my mortgage to help my financial burden. I called them and found out through the phone call, that at the end of the 6 months, I was required to pay all the rest (1/2) of my mortgage immediately! I was confused since they had not stated this in the huge paperwork they had not sent me. The person on the phone was quite rude and I had to ask for a manager. If I had the money, I would pay and not go on forbearance!

Of course upon hearing this new information, I rejected the offer. I told them that my problem was for one month payment and that by the time they notified me, I had gotten another job. They failed to record my rejection of this forbearance and subsequently reported me to all of the Credit Bureaus which automatically proceed to report you as delinquent for every month!!!! How I found this out was by applying to another mortgage company and got rejected based on my now dismal credit score. After 3 days of unsuccessfully trying to contact them, I finally got a hold of yet another person who informed me that once a person goes on forbearance, they are automatically reported to the credit bureau as delinquent for the duration of the forbearance period.

I informed them that I had declined the forbearance option and had continued to pay my mortgage every month so that I should not have been reported as being on the forbearance. The package that they sent informing me that they approved a 6 month forbearance by paying 1/2 the mortgage for six months did NOT have this information. I did not have all of the information to make an informed decision. I told them this but they refused to budge. They refused to expunge the credit bureau information that was their error. Now I am stuck with this mortgage company, my credit has suffered significantly to the point where no other reputable bank or mortgage company will help me and I feel trapped and unfairly treated by this company. DO NOT do business with this company!!!! If anyone reading this can help me out, I appreciate it. I want to make a formal complaint to the AG's office and to the Better Business Bureau.

Even when the late fees have been retroactively credited back to the account, PHH still sends out letters indicating that the late fees were appropriate. This clearly shows high level of incompetency in PHH’s record keeping system. It is also noted that the customer service department is completely contracted out to overseas companies for cheap labor payment purposes. How secure do you think our sensitive financial information would be?

I went ahead and faxed over an important document proving they were in error & nobody has given a courtesy confirmation of receiving it, nobody has called, nobody really cares! This is an important matter involving a serious sum of money & nobody cares. PHH mortgage does not care but I assure you if I owed them they would certainly take it seriously.

Original Review: Had a mortgage with Ocwen for nearly 14 years. 8 years ago Ocwen was kind enough to help us save our home with a SAM mortgage & a reduction of principal. Now many years later and never missing a payment we are selling. PHH sent the title co. a bogus payoff quote. Nearly $40000 more than it should be under our SAM contract. After talking with multiple people on the phone they finally found my SAM contract from 2012. I'm within a few days of our home sale falling through because of this & even after many calls over a few days I'm not 100% certain they actually trying to fix this?! How does a company who deals with so many contracts & so much money make such a huge error? I just want a fair accurate payoff amount which shouldn't be asking too much but apparently for PHH mortgage it's like reinventing the wheel!

I have spent hours on hold trying to get onto their website. They only have one excuse or another. In the 30 years I have had mortgages on my home, this is the worst mortgage company I have ever had. I have been in banking for over 25 years, YOU DO NOT GIVE INFORMATION OVER THE PHONE WITHOUT KNOWING TO WHOM YOU ARE SPEAKING WITH. But maybe this is just another tactic of getting their customers off the phone, like putting them on hold for long periods of time until they hang up. Worst customer service ever.

Original review: Website and customer service. My loan was with Ocwen, I never, ever had a problem making my payment on their website. Since they have been PHH Mortgage I have spent about an hour a month on the phone talking to people that sound as if they are reading from a script. This month the first person I spoke with wanted to charge me a fee to make my payment to you, no one should be charged a fee to make a payment. I asked to speak with a supervisor, I was put on hold for over 30 minutes, then was told that all supervisors were going into a meeting and someone would call me back as soon as they were out of their meeting. 4 hours went by and no call.

I called back and got someone else on the phone and he took my payment without a fee. Then I was told by this second person that the supervisor might take up to 2 business days to call back. I am now in the process of having to spend more money to refinance my home just to save the stress level of trying to make my payment. I still have not been called back by anyone.

For that application I have now sent them 48 piece of documentation. More letters saying saying my payments are the incorrect amount and that is when they do not get sent back to me saying wrong address. I honestly have no idea what to do anymore. The web site has been down for months and they refuse to acknowledge it acting like it is the individual or computer. I have tried every computer I have access to with no luck. Before they sold I never had a problem.

I have called four more times since. The last call was on 1/3/20 and I was transferred to Escalations. It was still the same story and she promised that the manager would call and explain but of course he did not. I have spent over 8 hours trying to get my escrow money and feel I am not any closer than that first call. I am not calling anymore. It is not getting me anywhere. I do not understand how a big company with up to date technology can have this difficulty to reissue a check. My understanding is that we should have received the escrow within 30 days and we are now going into six months. We are now looking into other options for assistance.

We have called numerous times. Been told we'll be put through to an 'escalation' manager, only to be on hold for over an hour with no one picking up. We're told that there was a stop payment put on the check and now it's in some sort of research. It's not that hard. Reissue the check and send it to us. I filed a complaint with the State of Michigan Attorney Generals office. If I don't get a check by this Friday, we are going to retain a lawyer and pursue small claims. This is ridiculous how a company like this treats their customers. Absolutely no excuse to run a business the way they do. I don't want an apology, I want my money! Stop stealing from your customers!

Continue to send Incorrect and fraudulent statements to my house as well as to an attorney I haven’t had for 4 years! They Won’t pay my real estate taxes from my escrow account even after submitting them 4 times! Will not return any emails despite sending 3 -4 times. The relationship manager with whom I am supposed to reach out is in India. Not in Mt. Laurel, NJ!

Provided a payment remittance address in Pittsburgh - so I sent my payments to that. Then provided a different remittance address in Mt. Laurel halfway through the year. Not sure why they did that because only one of the payments was applied, but they certainly did cash them all. Would love to know where all my money went, and why we are not receiving the courtesy of any kind of communication other than her threatening notice. Filed a complaint w/ atty general’s office.

WELL it has been 2 MONTHS, talked to over 5 or 6 people now including escalation department, relationship management department, regular call center department, and sent MULTIPLE emails to every email account I could find on my statement, webpage, etc. and until today my account continues to be incorrect (account balance is $14,000 more than it should!!!) with no response to my emails and all the phone calls I place I am on hold over 1 hour until finally someone answers to be TOLD THAT they have to put in a research request and I have to wait 7-10 business days for it to be corrected AND AGAIN 2 almost 3 MONTHS later still nothing even though I call in pretty much every other day now!!!

I cannot talk to the cashiering department which is who I need to speak to NOT EVEN a supervisor or manager. I cannot go to a physical location to speak to someone face to face and the few that see the issue that needs to be corrected tell me they can't fix it, it has to go to the cashiering department and that department is so INCOMPETENT!!! They do not understand how to just reverse a payment and reapply it and if you reverse a payment you MUST reapply it other the balance is affected. I MEAN REALLY DO THEY NOT UNDERSTAND HOW TO BALANCE???!! I am pulling at everything I can because it has been a nightmare since my account was sold to PHH and I can't even refinance because the balance on my loan is incorrect. Can SOMEONE PLEASE CORRECT my account!

Now, they planned on paying my taxes in 3 monthly installments next year!!!! It happens to be their default. How convenient that they get to hold on to my escrow throughout 2020. I did not received any such notice and had I not called, 2 precious times to inquire about where my escrow check is, I would have no idea that my biggest write off is going to be late. They are full of apologies, but no action. Next move for me is to refinance with my credit union and not give this company another penny of interest ever again. One year, my taxes went down, which ultimately ended up with my mortgage going down, however, they could not do the math and tried to increase my mortgage amount. It literally took 5 phone calls and 3 weeks for them to figure out that when you pay less taxes, your mortgage is less. Just run, refinance, do whatever you can to get away from this company. They do not know what they are doing. Lesson learned.

I talked to so many associates, only to find out that during the conversations, not anyone informed me to send copies of the cashed money orders. When I started sending certified letters to include return receipts, I started receiving computer generated letters that they had received my letter and that the investigation revealed that my payment could not be found and some days later, I received two letter stating they were still conducting the investigation. On December 5, 2019 I received a letter with the amount that I was to pay. When I contacted them on that same day to verify the amount I needed to send them, I was told that I my house was in foreclosure and that the amount on the bill could not be honored.

Two days later, I received a letter from the Student Financial Aide center and was informed that my Parent Loan was denied. This was the money that would pay my daughter's college tuition this semester. When I contacted them, I found out that PHH had reported this issue to the credit bureau. So instead to one issue with PHH the issue has escalated to two. By the way, I had paid the November payment and it returned. My plan was scheduled to end December 19, 2019. I forgot to say that each time I talked to an agent which I recorded their identification number, I was told something different. In fact, I was told that I owed one amount and when I called backed the same day an hour later the amount had increased by 4000.00. When I questioned the amount, the associate informed me that he mistakenly read someone else account.

This week, I have spent hours on the phone trying to get someone to talk to me from PHH so I can pay what is due. I was informed that they have no record of my loan and if it is in foreclosure they transferred my account to a law firm. I am a disable Veteran trying to get some clarity on my loan so I can pay it. I don't want to end up homeless because of poor information being translated to me so I can pay what is due. I have enough stress on me and I surely cannot deal with the added stress this organization has put on me.

The customer service, lack of knowledge of the associates there, the language bearer, and the inability for the associates to provide correct information have truly caused this problem. PHH could be more customer friendly and if given the correct information, my account never would have gone to foreclosure. I am waiting to receive copies of my money orders. By reading some of these reviews, I am wondering how long it is going to take them to straighten out this mess they created.

Then, keep in mind, if the process lasts more than 30 days, you have to start all over. Meanwhile I'm fighting to keep my home, want to pay, just cannot pay their full reinstatement amount. We've been keeping money on the side in the hope that something will move forward besides foreclosure. At this point, I think we will need to get a lawyer involved.

So we paid bills with it, a month later they are telling us that we owe them that $700.00 dollars back because they made a mistake. We explained to them we are not paying another dime until we hear from our case manager and this is resolved. We have yet to talk to our case manager who was supposed to call us several times and never calls the correct number, even though we have given it to them several times. We have been going round and round with them for 2 months now. And now we are 2 months behind and have received a foreclosure letter in the mail and now we are mad.

Looking at hiring a lawyer to sue them if we don't hear from our case manager. The lawyer we talked to said they should put the $700.00 to the end of the loan. We would be fine with that and have the money to make up the payments, but at this point I don't think they will get anything resolved and we will wind up suing them, we hope it does not go that far, but they sure have not given us any hope.

They take your payments, hold them in suspense for months, and then they start to deny the payments, file foreclosure, and push sheriff sales while the consumer is disputing the errors made by their company. They tell you that an escalation member will call. Except they do not. They did not hold off on the sheriff sale as their foreclosure attorney stated. They included nearly 3000 in legal fees that have no reason to be there on their "reinstatement quote". In fact, the reinstatement quote should not even exist. We sent payments and they were held in suspense. Then, they sent the suspended payments back so they could add foreclosure fees.

They are robbing our family of the home WE HAVE PAID on time payments to UP UNTIL they denied the payments. This company is worse than the mob. They destroy your integrity. This is thee most despicable and deplorable company to exist. I would never recommend them. What they do should be illegal, and yet no one stops them. The Department of Commerce can only fine them, but they don't seem to care about fines, as they've incurred Billions of dollars worth.

It seems that no matter what time of day I call, or what day of the week, I am met with the same notification, and unacceptable wait times. I have a simple, yet very important, question on my escrow account, and cannot reach anyone for help. I would like to think a company to whom I will pay well over $100,000 of interest to over the course of my loan would have someone available to answer a question in under half an hour of waiting. Wishful thinking I suppose. I'm now at 43 minutes and counting...

IT is very sad that your company is truly not trying to help homeowners. No communication and every time I called I get a different answer. Shame on PHH for the service they provide homeowners in need of help. It almost like your hoping people don't apply for the modification. There should be a law against mortgage companies like PHH giving people the runaround.. Months trying and emailing every week.

NO WORDS can describe how ANGRY I AM with this company right now, AGAIN or should I say STILL. I'm doing the BEST I can, like everyone else. I still can't believe you're sending out default notices at THIS TIME when all of us are out of work. Besides I thought this was ILLEGAL to do to people right now to begin with. ALWAYS MONEY BEFORE PEOPLE the PHH WAY. I borrowed the damn money, it's now CURRENT. Go away and leave me the hell alone. I really wish I could sell my mortgage to a REAL Mortgage company and get the hell away from PHH. NOT the first problem with them! They are BEYOND the WORST ever.

Original Review: The "new and improved" portal is a joke. I paid on time, the moment my check hit my bank for November, got a CONFIRMATION # and their software screwed up, didn't draw from my bank. I am a PAYCHECK to PAYCHECK person. By the time I was notified, I had no money left. Now I am being charged a late fee, their stupid site won't ACCEPT an online payment and I certainly am NOT paying 20.00 to make a payment by phone. I am on disability and their damn payment which increases YEARLY takes over 80% of my check a month as it is. Because they are basically LOAN SHARKS they refuse to do even 1 deferment payment. I went through this before with them after IRMA. They were useless. I got better customer service from Volkswagen. They even state they're DEBT collectors.

I am dreading calling them today, No one speaks English you can understand, they resolve NOTHING. Before you even know it you're put in some "hardship" program (not asked for, nor do I HAVE a hardship) that costs you even MORE money with them. NEVER HAD issues with Ocwen, I am ready to refinance or sell just for the health issues they're causing me. The stress already put me in the hospital once after Irma. ALL I want is to be free of this company for good. They have no customer service period. The "NEW" website issue wasn't MY FAULT.

They do not work with the American people. This company should be sued in every manner in every way. They should not be allowed to operate here in America. They do not work with us and all they do is stall install, install. Do not take any mortgage with Ocwen or PHH!!!! I have never heard of getting an appraisal for a refinance or a buyout these two companies are criminals. Anybody that’s out there that has dealt with the same crap with these companies. There’s got to be some kind of lawsuit that we can pursue against these two companies. What they are doing to me seems like it should be illegal!!!

TUESDAY the 10th, No fax. Husband calls again and is told it was absolutely sent on Monday. I tested a fax to ensure there was no issue on our side. They said they'd fax it by end of day. WEDNESDAY hits and suddenly there's an issue with the PMI and it's not been sent. Supervisor of escalation department calls my husband saying that he will call as soon as it is sent over. It's now Thursday and NO payoff, NO call returned from the company and our closing has to be pushed back because of their negligence.

PHH Does NOT care about its customers. They are not communicative, and ignorant about what departments are doing to handle the accounts of its mortgage customers. GUARANTEE they can read this review and pick out which customer has left it based solely on the number of calls we have left with this in the past 4 days.

Original Review: Dec. 11, 2019

I have had my loan with Ocwen for the last 8 years and have not missed a payment. None of any of my other bills as well. Ocwen has been making auto withdrawals for 8 years. I have never had a problem with Ocwen and have enjoyed their services until now. I had a rewards $5000 reduction to my mortgage due, right when Ocwen sold my loan to PHH. Yesterday I get a letter that I am 4 months past due. I have never been called, emailed or notified that our payments were past due and going to foreclosure. Nor that auto withdrawal was not being used. I pay my bills.

I called PHH number provided and all he wanted to know was if I had been notified that they were the new lender and as repeated that I received the letter threatening foreclosure. I went online and discovered PHH had just settled for many millions for fraud in several states...Hopefully NC. I want to get this settled so I can refinance with someone else.

They have now implement an "improved" on-line payment system. This system does NOT have any option to make a principal only payment. The only options they currently provide are 1. mail in, 2. pay by phone. This option comes with a ridiculous charge of $17.50. We finally received this answer after two email and two LENGTHY phone calls. As a result, we have begun the process to search for a new mortgage company and expect to be rid of PHH by years end. Suggest you consider any other lender if you are considering one that has at least a minimal level of customer awareness and customer support.

They have literally made my life miserable and caused a lot of issues for over a year now. We still can’t buy a house a year later thanks to our credit reports showing a foreclosure and we are still owed almost $20,000. If you have any other option DO NOT USE PHH!!!! I had to give a one star rating since zero stars isn’t an option.

I provided the required payment evidence and have started paying PHH the normal loan payment amount defined my original loan terms. PHH has rejected my payments without explanation and has not reversed the negative marks on my credit rating. If anyone else has experienced this issue and has recommendations on how to resolve this issue with PHH I would appreciate suggestions.

Original Review: I been calling and talking to PHH Mortgage and their attorneys for a few weeks now. I was told that I can reinstate my loan if I paid all my missing payments plus attorneys fees. I talked to their attorney and they sent me a reinstatement quote. They told me to pay it by December 2, 2019 and I did. I paid it on November 27, 2019. Now I’m being told they never received it and I sent it through money gram. I called money gram, they sent me to Ria then they called check free and they told us that the money was sitting at the bank that we were told to send to. And the bank said they don’t know where to send it to. I did exactly what what was on the form, and now I feel like they giving me the run around, so I had to call my attorney to help me with this situation. Phh has told me my home was foreclosed on December 3, 2019.. so I’m not happy at all. I did everything like I was told. I have all receipts and proof that I did.

Original Review: We were with Ocwen for years and they were always helpful with any issues that we may have had, since PHH has bought our mortgage everything has been HORRIBLE! We'll call and be on hold for an hour or more, we have 7 to 8 different phone numbers in order to speak to a representative, if the phone on their end doesn't not disconnect first. They have lost a payment and then blame us of not paying and sent us a Foreclosure notice. We are trying to speak to someone about the notice and make payments on the phone but to no avail. We get no one to answer their phone. We will have a Lawyer contact them from now on if this matter can not be resolved.

Original Review: The last couple of months has been very hard on me trying to keep up with my mortgage payments and on top of that PHH has even made it much harder. Whenever you called their customer support to get an answer and to get help on something they have no clue how to help you with your issues. You get transfer to several people and in the end, they hang up on you. Their service sucks. My account has been poorly handled, I thought Ocwen was worst. Also, all your calls are redirected to a foreign country. "We are not able to help you. Let me ask my boss if we are able to do that. Can you write a letter and then fax it to this number to get your issue addressed". It looks like they cannot help you directly other than redirect you back and forth.

The letters they sent we received a month later and this is now a problem. We needed to pay up to four thousand dollars and penalties and other fees up to nineteen thousand dollars. We can't pay that. That is impossible for people in our condition, then we ask to do a loan modification. We were allowed to but did it online. Submitted a hardship letter so we waited. No response. Called. Was assured it would take time, but now after all said and done now, all they were doing was stalling for time to foreclose on us.

We did a total of three modifications due to missing documents, and the last one we were able to receive and send through a fax but were told there is nothing they can do. After all those months loan modifications just to say, "It's too late. Sorry, there is nothing you can do," or they can do the house is going to auction. Well the auction didn't occur and were didn't leave. Since are disabled we are in need of assistance to leave. They refuse to speak to us or give an answer to who we can contact. They tell us to contact the trustee. The trustee asks us to contact them. I had asked the native nation for assistance. Assisted in this matter as well and after doing credit counseling and filling out a letter for them to speak to PHH they refused to speak with them as well.

What is going on now, being in my condition and wife's condition isn't going get any better especially finding out there is no help even through different organizations. They are filled with other people that are applying as well for housing. Section 8 isn't taking applications in my area right now. Hud can't help right now. They are filled as well. I'll continue to call around for assistance but I feel we will lose everything even our lives, somewhere on the streets as I live without a immune system and don't want to be around really sick people that may have the flu in shelters, and my wife take medications that she needs as well to help through her life as well. I do take immunosuppressant medications. As far I know this doesn't look good as present isn't good so our future is unknown and with a foreclosure it will make it difficult for folks like us to be able to get into another home on income like ours.

Let me ask you PHH. Is it really necessary to put people like us on the streets with already back up system that is trying couple with already growing homeless population, families that are trying to get assistance that are ahead of us? You don't have to do this. We do have an income that had been paying in Ocwen for a while. You just hit us with unrealistic numbers that no one is able to afford to work with especially being disabled on ssi. I would've like to have shown some proof but you deactivated our account so that we not able to print out anything to support our claims of all that had happened. Even your team were not able to provide us with documentation as well. This is a type of system that it assures people to fail without feeling for the human beings that affected by this unfair practice of false hope then to say it's too late.

NOW! The amount is probably gaining interest, late payments, etc.; however, they will not speak to be for what may amount to approximately $20.00. I have called and called and called. They say they are not able to verify me as the authorized person to talk to; however, they had no quorum of me paying them from 2015 to 2019. They refuse to return my calls, fax, email me (have received previous emails) to pay the balance and close the account. By not providing this information only helps them to illegally gain an advantage point of adding late payments, etc.

For someone that has never had a 30 day late payment I was pretty devastated to find out my last payment did not go through and was immediately reported to all three credit agencies, (my credit score dropped about 200 points)! I called PHH and explained that as far as I know I paid the payment online and I hoped they could find the problem and contact the credit agencies to mark the payment on time.

From what I have learned by reading other reviews from this website and the Better Business website is that others experienced similar problems with processing payments online about the same time. It has been almost a month now since I asked PHH to look into it so I called yesterday and the representative said I needed to resubmit my request, then after asking the rep to look further he said that they should be contacting me within 30 days with a decision. I wish there was a simpler way to handle something like this since the only thing I can do is call the 800 number and hold for 30-45 minutes and then have to repeat everything!

Upon calling Ocwen they admitted they dropped the ball but could no longer help us as our loan was with PHH who was clearly not willing to help put all that right and did nothing about it to assist us. We have lived in the same house for 26 years and have a small mortgage balance but my husband was diagnosed with dementia and at age 79 can no longer work. WE ARE BOTH DISABLED, so we contacted PHH to see if we could get some help lowering the mortgage payment. There was an hour and half long interview on the phone and we were told that a package would come in the mail to be filled out and returned. This was in September of 2019. We had one month to complete the paperwork, all 57 pages of it and I FedEx'd it to the West Palm Beach Office to our newly assigned Manager Karen **, by 4:30 pm October 25, 2019. I requested an email confirmation and a phone confirmation of receipt, neither happened.

It gets worse from here... After no confirmation, I called PHH, I was told that 2 documents were missing from the file which means it could not be reviewed. I emailed the documents within 12 hours to three different email addresses given to me in a letter from PHH, I called again... Did I forget to mention the hold time to speak to anyone is 40 minutes or more each call?

I was connected to a customer service rep that stated the documents were there but that our case manager was not looking at them. I asked that he connect me with her, I was disconnected after waiting another 40 minutes. Call after call, hour after hour, representative after representative, I was told more lies, more garbage, and most recently; "that a code wasn't entered that would have sent to review and that David would do so and that I should call back after Thanksgiving.

When asked about this code, I was told "IT WAS A NEW CODE FROM THE FRIDAY BEFORE SO SOMEONE DIDN'T KNOW TO PUT IN." I called yesterday December 2, 2019 and was told that the case had been closed! NOT REVIEWED, CLOSED! I demanded to be transferred to my case manager, she of course was not available! I was then told I would be transferred to the Mitigation Department for resolution...I waited on hold for a total of three hours...No one ever answered! I hung up. This was my 11th documented call since September, my 11th request for relief and compliance, my 11th attempt to solve a huge problem to no avail. I was told in 6 of the 11 calls to continue making the huge payment or risk foreclosure, that no partial payments would be applied to the balance.

Here's the facts folks: if they run you around in circles like this, they force you to continue making payments that you ask for help with, or they foreclose and take your property, they don't care about you as human beings, they don't care if you lose your home, they obtain assets this way! PHH farms their call out of the United States to call centers around the world, the people in the call centers are not educated in the fair debt collection laws and are totally unaware that they are facilitating illegal collection procedures in order to obtain assets for this company. Wake up folks,before you lose your homes... PHH is about to be sued. This company needs to be stopped from taking money, homes, and putting senior citizens on the streets illegally.

Original Review: Dec. 3, 2019

It is a huge hassle paying your mortgage with this company. Their payment portal on the website does not work. Calling in for customer service you are on hold endlessly trying to talk to a customer service rep. Ocwen the parent company was really easy to make payments.

They told me it would take 10 days. After almost a month (I was calling every week) they stated it would be escalated 2 times. What a joke! They finally called me back a month later to inform that they see I owed for one month back with Ocwen 9/2018. OMG!!!! They still are moving forward with the foreclosure and still asking for a monthly payment. I sent one in 10/2019 but they sent it back to me. I now have an Attorney. They said "Let me guess, you either have Ocwen or PHH". I informed PHH and they were not surprised. I WILL KEEP MY HOME!!!!

First rep sees both payments and puts in a request to apply 11/8 payment and refund 11/19 payment. Called back a few days later, refund in progress (other payment credited at least). Called yesterday, told refund was canceled, money put back into suspense account due to being “late” BUT then same money was removed from the account 2 days later. So now I have missing a payment, which they say they will find in 3-5 days. December payment is due, but online system is still broken. Also got disconnected yesterday and haven’t been able to speak to anyone since due to hour long waits and calls disconnecting. So where is my money????

Of the ten different numbers available to call customer service, all lead down the same endless path. You are told (depending on which line you pick) that you either have a 30 minute wait or a 29 minute and 30 second wait. At the 30 minute point a rep never picks up the call and you are automatically disconnected 33 minutes in. The email address for customer service which is customerservice@mortgageservices.com gets kicked back every time saying their server is down (this is the direct link from their website for this email). Finally, in fine print on their site it says they can take up to 30 days to get back to you. If this company can’t even get customer service correct, how could they possibly help you with anything else. PHH if you are reading these, please call me at ** so that I can rectify things with your company.

If this company had a reputation of high performance or customer service, one might consider it a fluke but their reputation for this sort of thing is so poor, their customer service so non-existent that I'm now left wondering if I'll be among the next batch of people who will suffer from inaccurate foreclosure. What absolute hell this company is. If legislators understood what this company is doing to people, there would be decisive action and standards applied to the mortgage servicing industry. But yeah, go ahead with your boilerplate reply about how you have 'escalated this' to some other non-responsive, ineffective department. They are hurting people.

I paid the amount due in October only to have the payment returned to me because they wouldn't accept a bill payment check from my bank. (????) I wasn't informed, the money just showed back up in my bank account weeks later and PHH charged me late fees and updated my credit report to show me 60 days behind. I spoke with customer service who advised due to a previous check that was returned (I don't even know from when), I had to make my payment via cashier's check. I asked for the specific amount that I had to pay, and overnighted the payment amount via Cashier's check as requested.

PHH received my check on 11/27, according to the tracking number. It is 12/2, and no payment has been applied to my account, and my credit report now shows me 90+ days late. I'm going to feel this credit score hit for months. I'm on hold going on an hour now, waiting for a representative to pick up and tell me where my payment is. I have no confidence in this mortgage company and fearful that I won't be able to refinance with my current credit score.

Original Review: I have been dealing with trying to pay my loan over for over a month. Your company received a payoff cashier's check from my son's account from Bank of America. I have called, talked to The following employees all their ID # ** , **, ** aka Justin, **, ** aka Tamika, and **. I’m cutting this very short as you record these calls, LAST Monday, Nov 18 Tamika talked with me, this is 6 days later after she promised to call within 48 hrs, she then talked with my son, told him to cancel the check and wire payoff. That was done on Tuesday the 19. Today I received a letter from your company concerning my late payment of $592.77. This is ridiculous! You have drawn this out to get more interest as well as messing with my credit that Tamika ASSURED ME WOULD NOT HAPPEN!!! What I’m the hell is the problem?

To try to sync dates today I asked & found out my loan was opened 1/13/13 so 1/13/2020 would be 7 yrs. I was told that as another option I could get an appraisal from a company of their choice for $465. Now please understand that I've had real estate agents tell me the house is well worth over the 80% required to remove the PMI. All due respect, from the experience I had through a homeowner's claim in 2017-2018 having PHH hold our claim funds & dealing with their inspection companies to verify our repairs, I don't feel trust in their approved appraisers because sadly I'm not sure their appraisal won't be skewed. Another letter is being sent to me within 7-10 business days regarding PMI removal, but at this point I don't hold out too much hope.

I also wanted information today regarding my escrow balance because I know there will be a shortage in 2020, as evidenced by every year with homeowners ins & taxes rising. The Rep said she would order & send me an Escrow Analysis for 2020 to receive in 7 to 10 business days. I cannot afford for my mortgage to go up any more without my husband's income & I'm trying to plan ahead so I'm not surprised when PHH asks for more money in 2020. In the last 7 yrs my escrow shortages have totaled $40-something to over $300 in 2019. Not wanting my mortgage to increase I like to pay the entire shortage, but somehow the payment goes up anyway.

Honestly, I placed my mortgage with my local bank so I could speak to a person 'in person' when needed & of course, it was sold to PHH. All I'm asking is to talk to someone who really wants to help me & answer my questions with real facts, not a Rep who can only order letters & reports to be sent out & read off the screen the facts & figures. I want to add that my mortgage has never been in arrears. Thank you for reading my review and hearing my frustration, in advance. Respectfully speaking.

No two people you speak to at this company can give you the same information and you are lucky if you can understand a word they are saying in the first place. I am sad to say that I am going to have to get an attorney to take care of this because I am terrified that misapplied funds are going to cost me my family home of 18 years. Don't even bother attempting to see anything on their website either because it works like a middle school class created it for a technology fair and got last place!

When I follow the instruction to click on the "enter new portal" an error message appears. When I call to speak to customer service they are always friendly but can't resolve the issue and forward me to tech support who does not answer. I have waited on hold on multiple occasions for over 16 minutes with no idea if anyone will ever answer. I have excellent credit and don't appreciate the uncertainty of having difficulty paying my mortgage. I will hopefully be done with this loan soon and will avoid PHH in the future.

I ask the cs (foreign lady). She tells me again there's no payment since June and I need I pay 2 thousand something and not the original amount that was told that had to be paided so her loan will be up to date! But, no she just kept saying it's past due since June and I can't update it until the full balance is paided! So, I told her I need to talk to a supervisor so they can assist me further, when I call back, so I can go through my banking accnt. And guess what the damn payment was taken out! Where the hell did my payment go????

For the past 9 months, I have been saying the same thing to them and after fighting with them for 6 months they said they made a mistake and a check was being sent. It’s now February, I’ve called them 15 times this year wondering where my check is. Now they are saying that it was cashed ... and I said, "Not by me - give me your FRAUD DEPARTMENT" - THEY DON’T HAVE ONE. I asked them who is the Bank of First Deposit and they told me to look at the check. It’s obvious they didn’t read my letter and they aren’t listening BECAUSE THE CHECK HAS NO ENDORSEMENTS ON THE FRONT OR BACK OF THE CHECK..

I have never dealt with a group who is incompetent and does not care at all. They have consumed so much of my time it’s pathetic. I’ve asked to talk to a Manager and they will not pass me thru. I’ve only been able to speak to an Escalation Supervisor who has done absolutely nothing to help me for the past 5 months. I don’t know what else to do. They owe me $ 900.00. I will continue to fight/Better Business Bureau is next. DON'T EVER USE THIS COMPANY - RUN AS FAST AS YOU CAN - a lower rate does not offset the BS I’ve endured and you will endure.

Original Review: I have been dealing with an issue since April 2019. Because I received different information from everyone that I spoke with, I wrote an extensive extremely detailed letter in August and just received a 2 sentence letter stating what I had put in my letter. There was no proper investigation performed. They are telling me that a refund check that they sent us was cashed. I know that, but it wasn't cashed by us. They are closing the file and not providing any additional information - this basically means that I am out $ 847.00. The check that was supposedly cashed did not contain endorsements or a BOFD. I asked them where the check was cashed and they did not know - how do you perform an investigation for 2 months and not know that information. I will continue to complain until someone gets back to with any proper information.

When they lost my July payment they applied it to another customer account. I was told to fax all my proof over to research department which I did. When I called back a week later I was told Heather closed the investigation because the money was not miss supplied and once again I explained everything to PHH. After being hung up on, transferred, finally somebody listened. He was going to escalate it. Well I am still waiting. In the meantime they have trashed my credit.

My husband and I are senior citizens. He is a veteran. Is this the way a company treats Their consumers? In the meantime I have credit Watch and last night I got alert that PHH has reported me 50 days late and my score dropped 552 points so I called them. I was told, "Oh I don’t understand why you have so much money in your escrow account and it was an applied all escalated and will let you know in a week." This company should Not be able to do business. They’re not reporting anything correctly. They are reporting that they did a modification when they didn’t do a modification. Ocwen now is not reporting any payments and PHH Is reporting that they have had my loan since the beginning which they haven’t. That Loan just got transferred May 1. Really there’s got to be something that can be done. Please advise.

At this point there should be no issue but she says because I made two payments in the same month. They didn't know what to do with the second payment, so they applied it solely to principal but still thought illogical that I would then miss my November payment. Hopefully adding a note to future payments will prevent this but consumer beware. Not only did they screw this up, they made me fight them about if I actually made two payments, while I was staring at my banking information saying that I did. I didn't pick this company, would not pick this company, and will never recommend this company. I didn't think I was a fan of Ocwen, because I thought the previous company was better, but this changes my mind. Ocwen wasn't so bad after all.

The next issue has been the automatic payments. I set up automatic mortgage payment and got a confirmation letter in the mail of when the auto payments would start. That date came and went and luckily I realized they did not take out the payment so I called and made one by phone. They said our loan wasn't eligible for auto payments so I set up bill pay through my bank. The next month our bank paid the mortgage as scheduled and PHH took also out an auto payment! This was the same auto payment they told us we were not eligible for, but they took it out anyway. There is so much confusion and disorganization with this company and it has gone downhill since taken over by NewRez.

This is a perfect example of how much they give a ** about their customers. I have since learned that I can make my mortgage payments via bill payer instead of calling them which allows me to at least make and track the payments I’m making. But still... if I didn’t obtain such a great interest rate on this loan when the rates were at their lowest, I would find a new mortgage company. Absolutely the worst mortgage company to date! Avoid them at all costs and save yourself a headache.

Original Review: I have always made my mortgage payments. never missed even one. I may have paid late but never missed one. I filed bankruptcy just over 3 years ago, my mortgage was not included in my bankruptcy. Since filing, I was required to pay by phone so I call every month. As of this month, 11/2019, I called in to make my payment as usual and I asked the person who “took the payment” how much was applied to the payment and how much was applied to the principal. They refused to discuss it with me saying they needed permission from my attorney. I got a “permission letter” from MY attorney to discuss MY loan with MY mortgage company that was not included in my bankruptcy. I faxed the letter to them last week. It’s been 10 days since i made my mortgage payment and it still hasn’t cleared my bank.

I called them this morning and they said they can’t discuss the mortgage with me. I told them I faxed the letter last week and they say they didn’t receive it. I asked to speak with a supervisor and they say they can’t get a supervisor on the phone because their too busy. After emailing my attorney to handle this, I start looking online at PHH mortgage reviews and find out this company is notorious ripping people off By not processing their payments and causing the loan to default and go into foreclosure. Do yourself a huge favor and look into this company before taking your loan to them.

At that point, I had more that half the payment but was told that I would need the exact amount. If I missed Oct. 31, then I would have to add on an additional month's payment. A few days after the phone call, I get the loan modification packet followed by a foreclosure notice. I called again and spoke with a case manager. She said the loan modification paperwork would halt the foreclosure process. I explained I could pay the reinstatement amount but she said now I would also have to pay additional attorney fees. When asked how much, she said she did not know & would have to have the exact amount sent to me and that it would take 6 to 7 business days. When asked why the foreclosure came so soon after I had gone through the interview, the answer was that they could send it at any time and the case manager would not know when.

When asked if paying what was owed would reinstate my mortgage, again she did not know. She advised me to call HUD for counseling. There is a discrepancy between my bank statement and when PHH says my last payment had been made but when I log into the PHH website, I get an error message about the new portal not working. I cannot even see my account info. I have read the articles about Kentucky foreclosures and the foreclosures of veterans' homes, making me worried about their practices. I want to keep my children's home, but receive different and incomplete information.

If you a customer be scared. Last time I was able to sign in to my online account it showed another customer's HELOC loan info. I could see their address, loan amount, name and phone #. Serious security violation. PHH didn’t want to Listen to me today so I reported this to Attorney General's Office and yes I have screenshots showing the other customers data. I probably should call them and give them a heads up. By the way, never did get my mortgages paid today.

I was told in May 2019 that closer to the end of trial modification, I would receive paperwork that would provide options available to me to cure the three months that I was on the forbearance plan. I inquired about said paperwork in August and September and was informed that because the company is very far behind in processing modifications, that I would have to continue making payments as I have been doing so and they will get around to my file and send out said paperwork.

On October 16, 2019 I received a Notice of intent to foreclose, dated on October 2, 2019, and postmarked on October 10, 2019! I immediately contacted PHH upon receipt of said notice and after hours and hours and several different supervisors and employees, I spoke with a supervisor of the escalations department and was was informed that I "did not need to worry"- that's easier said than done, about the foreclosure paperwork as I had been paying as I should have under the trial modification, and that PHH would submit a request to have my account reviewed as they are very behind on mailing out the paperwork. On October 31, 2019, I tried to make a payment as I had been doing so for the past 5 months and was told that they would not accept a payment as I had to bring the entire account current in order to accept a payment.

The entire amount due is now THOUSANDS more than the three months due under the forbearance. I requested a supervisor and was told one would call me back, as of today, November 12, 2019, I am still waiting for a call back even after calling three more times since October 31, 2019. Most recently, I called and requested to speak with someone for answers on November 8, 2019 and have yet to receive a resolution. I was informed that now that there is no modification on my account, although I received statements with modification trial payment listed. This is unbelievable! Again, I was placed on a trial modification plan, yet at the end of the trial plan, was given no alternative option to cure the outstanding balance other than pay an amount that is twice the amount of what it should be. I need help in getting this severe error with my account resolved as this is affecting me in every way possible.

The website gave me a confirmation, however when they used Western Union I received an email to confirm the payment was made and then a email the day it hit my acct which was within 2 business days always. I haven't had any issues with PHH till this month. Well that is till they said I needed to take out more insurance on my home. I went round with them and told them I can't have a replacement policy on land. My home and land were bought together. Nearly 5 acres. So part of the loan is land. Finally I guess they got the idea when I quoted the law in Texas (and prob most all states). You can't put replacement policy on land, only the home and structures around the home, but not the land itself.

So here I am on 11/12/19 and my house payment has not been removed from my bank. Concerned they are going to ding my credit for a late pay when I haven't been late. I have money in bank to cover the loan, it's just they haven't taken it out. Everything seems strange about all this. The foreign people I spoke with makes me wonder, also they had a new website, and at first I couldn't even get on it. So much fraud going on. I am about to report this company to whomever I can.

I loved Ocwen. They were always good and efficient. I was not notified there would be a new website or about any issues with it till this month after I called and couldn't even get on the website. Also the website has no print button where your payment is showing. I took a picture of it with my phone so I would have a record of my payment. This is so unprofessional.

Original: Most horrendous experience, the team has no knowledge in dealing mortgage loans and their knowledge so limited that they do not even dare to discuss things further. I do not care about approvals or denials, it is about dealing with people and the way you deal and the knowledge you have. I'm planning to move out of PHH and have my mortgage with a different company, just because of this guy **.

The CSM (very foreign) started talking in circles and for the life of her could not tell me how much I owe. I asked to speak with a manager. I got Shaker, an escalation manager. That was on October 18, 2019. I mentioned I was going in for a surgery but wanted to know the exact amount so I can get caught up to date. He stated, "I will call you back." Today I have placed three calls to his extension with no answer and no VM capability. Called yesterday 11/9/2019. Spoke with someone new. Asked two things. How do I pay you if you can accept payment over the phone AND the website won't let me pay my bill AND how much do I owe right now?

I was told they would reinstate my mortgage but they had no amount and I had to wait 4 business days for the amount to pay. WHAT?!! What kind of mortgage company doesn't know how much I owe them? I feel as if they are stalling and adding a bunch of late fees AND trying to foreclose on people's property. I am giving them until this Friday, 11/15/2019 before I speak with an attorney and bring suit against them. Anyone wishing to hop on this suit in the state of Florida please reach out to me. I have HAD IT with their shady business practices. I simply want to pay my mortgage and am being held back from doing so so that they can milk me for more fees.

I am beyond disappointed about the handling of this situation. PHH DOES NOT CARE!!! I am at a loss for words here about how this has been handled. Ocwen was NEVER this terrible and UNPROFESSIONAL!!!! They were always helpful and caring. The PHH website is messed up so you can’t submit ANY FORM of payment and they have been notified of this several times according to the threat of regarding this company. I am tempted to call my government representative regarding this matter seeing as how PHH WAS JUST INVOLVED IN A LAWSUIT FOR THESE SAME PRACTICES!!!! This is TERRIBLE!!!!

Original Review: I recently applied for a modification and I have been stonewalled over and over again!!! I had to resubmit the SAME paperwork SEVERAL TIMES and was told my SEVERAL different people that everything was there but the person handling it wasn’t looking properly. I FINALLY after 2 months got someone to find everything and when they submitted it, it was AGAIN claimed to be missing files that WERE SENT SEVERAL TIMES.

Fast forward to October 1, 2019. I am told I had a complete packet and it would take up to 40 days to complete the review. 30 days later, I receive a letter stating that my pay stubs needed to be updated!!!! I was beyond furious!!!! PHH has given me the runaround over and over again!!!! It has been very frustrating since losing my job early in April. I now work 3 jobs and am VERY WELL CAPABLE to keep my home after modification but PHH seems to be dragging the process!!!! I have acquired a lawyer to assist in this matter because I feel like I am being forced to foreclose on a home that I can now afford to keep.

Ocwen was MUCH MORE helpful 5 years ago when a health setback put me in this same situation. When I tried to reinstate my loan, a lawyer sent me an OUTRAGEOUS amount to pay for reinstatement and now I am 8 months behind because PHH WOULD NOT ACCEPT THE PAYMENTS I TRIED TO PAY BACK! That money is now spent on obtaining a lawyer to try to fix this situation. This is BEYOND frustrating when I have spoken with others who did not have these issues and who went through the same process.

I got a letter yesterday (Dec 17th) that I had been assigned a case manager. After waiting 10 min for her on hold, I was told she would get back to me within 2 days. 2 days!!!! I’m still waiting for the call back I was told would come last week after I waited in vain for again another hour. No call back. I’ve literally started keeping screenshots of all my phone time on hold attempting to resolve this as documentation. This is by FAR the most poorly run organization I have EVER dealt with. I’m not even sure how they maintain a license to practice with how poorly they manage money and records. It’s a disgrace...

Original Review: Absolute nightmare. My loan was sold to them three months ago and every month there is an issue - my homeowner's insurance was almost canceled because they didn’t pay it! Over 10 mortgages in my life, have never dealt with a cracker box operation like this before. Horrible. I’m reporting them to the Better Business Bureau and shopping my loan. Listening to their mind numbing hold music for the second time (total hold time of 45 min so far....) right now as I type.

Romeo mentioned that it was "ok" because they have a 15 day grace period. All I want to do is pay my mortgage on the day it's due! So now we're on 11/6 and I am attempting to log in. I get 502 Bad GATEWAY, or 504 Gateway Time-out. At one point I was able to see a message on their site that stated they were "optimized" for Explorer 10 or better or Firefox. So I downloaded Firefox and attempted their main page only to get the following warning: Warning: Potential Security Risk Ahead; Firefox detected a potential security threat and did not continue to www.phhmortgage.com. If you visit this site, attackers could try to steal information like your passwords, emails, or credit card details. -- NO LIE, this is absolutely ridicules and unacceptable.

When calling to speak to the representatives who are always very nice at all times considering what we as customers go through, you have to navigate an extensive phone menu that discusses options if you file bankruptcy, or have a hardships and makes the caller aware that PHH collects debts, I find that so ironic considering that PHH makes it so difficult to actually pay a mortgage. I usually don't need to speak with a customer services for any of my other companies that I do business with.

All I want to do is log on when the bill is due and pay, just like most everyone else. How do I get my mortgage moved to company that actually has the ability to take payments without all of the issues? ConsumerAffairs, do you have the ability to escalate this to a governing body? I am completely frustrated by this experience and would choose in a heartbeat to no longer do business with PHH. Just for reference as I've typed this review, I've also attempted to log on to my account 7 times with no success, now on the 6th day after my due date..

My complaint wasn’t that PHH didn’t follow through with the process. Rather that they lost part of the paperwork - the most important part - the signature page. The notarized piece of the paperwork was received, but according to them, it lacked the signature page. I have all the copies sent to them including the signature page. They never called to notify me of the missing documentation - rather they sent a new modification agreement to be returned in 14 days. Receiving this documentation again to sign, have notarized and return would be irritating but no big problem. Except I was out of the state on business for two weeks for my job. I was notified by my daughter when she stopped by my home but there wasn’t enough time to get it to me and back by their deadline.

I immediately called them and explained my situation, unfortunately the person only made a note in the system and didn’t provide any further help. Of course when I arrived back into town I signed, got it notarized again and mailed immediately. The mortgage payment came due again and I paid it without delay as I have for the last 3 or 4 months.

On November 2nd I received a letter from PHH indicating the modification has been declined due to not receiving the documentation by the deadline although all documentation was received, signed and notarized. You would think that they would be client centered and understanding and moved forward with modification as it would be in the best interest for all stakeholders. PHH has acknowledged that they will review the situation and determine if they would move forward with the mod.

On October 24, 2019- after months of submitting paperwork, and phone calls, I received a notification from a real estate site. The notification indicated that there was a change in the property listing. The property was denoted as a foreclosure! According to PHH, a document was difficult to read, so the file was closed. I was horrified. I contacted the property manager and had the document resent. I followed-up immediately with PHH to ensure they received the document. PHH confirmed receipt of the document, and I was assured the file was re-opened, and the packet would be reviewed. Today, November 4, 2019, I received a letter in the mail informing me PHH initiated the foreclosure process! I became ill while reading the letter. When I read the phrase, “we are here to help!” I felt certain the situation could be rectified.

I am overwhelmingly aware that the customer is not always right. However, when there is blatant miscommunication that causes customer harm, there should be a feasible resolution to minimize further mishandling.

Original Review: Nov. 4, 2019

I am an new customer to PHH Mortgage since 10/2. My first payment was to go through yesterday and there are issues with my escrow account that need to be monitored. I cannot do that since the website is down. It have had no access to the PHH website for three (3) weeks now. I have tried multiple computers with multiple browsers with no luck. Every time I call and speak to a preferred account representative I am told it will be fixed by Monday. Another Monday has arrived and I still have no access. Very frustrating.

For an expunged illegal foreclosure a mistake which got them banned for new mortgages services in MI. I get to pay for their mistakes? After getting no-where with Ocwen. Multiple attempts of sending paperwork in (they always lose) and numerous phone calls when impossible to talk with one person on your case. Then to boot they never paid $1 for repairs but a year later their realtor drops off my pool filtering system!“

Eventually, after great effort I spoke to her manager, a Mr ** code:** who was equally irrational. Telling me that PHH “defaulted my six month payment because I had met my requirements.” As if PHH has that right! He said that PHH will be “reversing” that back to payments vs principal only. Because of the serious nature of this issue, I will be contacting the State Attorney’s Office of NJ as well as the one in my state of origin. I believe that something very shady is going on at PHH. I’ve never (not ever) been late in 18yrs on any debt but ever since my mortgage was taken over by PHH it’s been nothing but hassles, problems and issues with me just to make payments. Almost as if it’s being done “intentionally” to force a situation where my loan would “involuntarily” be in default.

If this is what is happening to me, then how many others? Very scary and it needs to be brought to various federal agencies attention. I served my country and a retired, disabled Gulf War Veteran. PHH business practice is both unprofessional and extremely questionable. There is no banking or Financial institution that would not want “timely” and “advanced” payments. And yet their policy seems to be to penalize, harass and discourage me for doing exactly that. To “control” my funds and justify it, again...scary!

So 6 weeks later I get a letter stating that the only check they received was in September which was applied to August. So I called them, sat on hold for about hour and half to speak to manager, they had done sent a man from HUD out here to see if we needed help with mortgage. Anyways I finally talk to a American named Marvin who helped me get it to escalation department who finds missing funds tells me he will call me in 24 hrs. 72 hours later I try calling back, they tell me Marvin will call me back before 5 that day. So I get a callback but it ain't Marvin, thick foreign accent that tells me that my August payment has been found and I had a escrow shortage starting in October which is what month I'm finally notified of missing August payment.

No notice of escrow shortage or payment slip telling me I can pay for this escrow shortage and it's past the 16th on such date so late charge has been accessed for Oct too. So I send in late payment and difference in escrow shortage for Oct. And still no payment book which was told I would get by Oct 23rd. So in a nutshell I will be on look out for new mortgage company. Ocwen I miss you. PHH YOU SUCK.

This morning I try again since my mortgage is due today and this time after about 7 tries it finally let me set a new password. Then it wanted me to log in using that new password and it took me to a page asking for my security code. I have no idea what that means. The text of the page implies that it's the security questions I set up when I created the account but there is no question showing on the page, only a text area to type the answer. So I called again. They said that the site is down for maintenance. Really? They choose the first of the month to do maintenance? Isn't that when most people's mortgage payment is due?

On top of all of this it appears their site does not work in Chrome. They had me switch to Internet Explorer to even get the login page to work. Wow, I have to use the least secure browser to access a site containing important financial data. If it were up to me I would sell the mortgage back to my original company. I wish we had control over someone selling our debt like this. This experience has so far been nothing but frustration. The people I have talked to on the phone have always been apologetic and kind but whatever is happening behind the scenes is a total mess.

Original review: My husband died unexpectedly in April 2019, mortgage was transferred to PHH in May. Sent them all corresponding paperwork death certificate, marriage certificate and deed. In July they took my deceased husband to court and got a judgment for foreclosure, after telling me they wouldn’t, sell date for Oct 22, 2019. I have sent paperwork 8 times to finally on Sept 3, 2019 acknowledge his death and request paperwork again. Made me successor of interest. Oct 9 assign me a Relationship Manager to recant it Oct 11 stating I am not on the deed. Was able to get extension from Sheriff sale till Dec 17, 2019 but no resolution from PHH.

Resent paperwork yesterday again and a phone call this morning regarding payment but can’t talk to me because I am not on the account. Fraudulent practices when a widow is foreclosed on when she and her minor children are trying to mourn and retain a roof over their heads. By the way this company was sued by the NJ district attorney for fraudulent practices...Google PHH lawsuit they were within the last two years. It’s not that difficult to be professional and ethical.

I called (wait time more than 30 minutes) & asked for a supervisor. All of the reps were very nice. The supervisor told me he would follow the account and gave me a phone number and extension at which to reach him. Every time I reached out to him, the system said he was unavailable and put me in the over 30 minute queue again. I THINK the check for overpayment is finally in the mail, but I spent hours on this. I told the reps my advice is to find another employer. I will avoid doing business with PHH (and Ocwen) in the future.

My taxes are due, I don't know if they have been paid, or will get paid from my escrow. My homeowners insurance will be due in December and I'm not confident at all it will be paid since I don't have access to my account. I had to sign up for paperless billing because they will charge you for paying online if you don't. If I can't view my account, what good is this mortgage servicing company. I have no idea if my account is accurate and I gave a payment over the phone. (Although the gentlemen didn't charge me for doing it on the phone.) I do not feel safe with this company and not knowing what is going on with my mortgage account. Is my balance accurate? I don't know, can't access my account.

Now comes Covid 19. Per the Federal Government Cares act and the fact we have an FHA loan, we are entitled to 6 month forbearance. No one at PHH has any clue what the Cares Act is, only offers us the 3 months, with paying off the entire loan forbearance on month 4. No one can provide us in writing how this will be paid back until 1 month before it's ended, which after their inconsistencies is to risky for us. We emailed the company about the forbearance through the Cares Act and we're automatically put into a forbearance program, without our permission which cancelled our automatic payments.

Absolutely none of the information you'll ever get will be consistent, they change it up between customer service reps, half of them are rude and could careless to speak with you. It sucks to know that such a large loan is held by such an inconsiderate company. I don't expect PHH to fix their error from my review, I hope if anything I can help another unsuspecting homeowner go to any other mortgage holder but this one.

Original Review: My husband and I closed on our home April 2019. First property tax payment due June 1st. October we got a delinquency notice stating we had 3 weeks to come up with $2600. I called PHH immediately about my problem and was told it would be taken care of, I called the following day to confirm, come to find the first person I spoke to never created a task. The second woman I spoke with was very helpful, created a task and assured me that everything would be fine. But due to being lied to the first call, I was nervous and made it a habit to call every other day while the County clerk was informing the payment was not in their office.

Finally I got to an escalation manager Diamond(ex: **) who was rude to say the least, telling me not to call so much, they gave me a solution, there is nothing she can do about the employees I spoke to who were rude. She finally advised me to wait until the end of business day on the day my property tax bill was due, before calling again if they didn't get the payment, which doesn't work for me.

The final day I called, I had to call 5 times in an hour, the first person refused to let me hold for a manager, despite me saying it was time sensitive. The second person demanded information from me to get into the account that I had never been asked for before, and when I started exclaimed and started crying out of frustration at this situation, she threatened to hang up on me. Finally I got someone who would let me through and let me hold. I spoke with Tamika (employee ID **) who told me my experience never should have happened. She understood my distrust after being lied to and she assured me she would be sending proof of payment via email to me on Thursday 10/24 as well as mailing it out to me and giving me a call back with an update. My tax payment was received on time, but not a single thing I was promised happened. As of 10/29 we have not received anything from Tamika we were told we would.

I was lied to, I didn't receive documents I was told I would get, I was advised to wait until the day my payment was due. I was threatened to be hung up on because in the chaos and stress of a missing property tax I was frantic. I don't know if Tamika was also just giving me the run around but it really sucked to have someone make me feel so confident and then not follow through on the documentation and call back. My husband and I will be refinancing as soon as we are able. This place is a mess and it makes me sick to my stomach they have a loan of such magnitude in my husband's name.

I started this process back in September and thought it was over until yesterday I arrived home from work to find a letter in my mailbox advising that my house would go into foreclosure if I didn't make a double payment by the end of November. I called and was on the phone for over an hour. I recorded the conversation which I informed the women I would be recording the call. She spent 45 minutes trying to review the information then another 20 telling me what I already knew. Then she advised about another payment missing that had never been discussed before. I finally got fed up and asked to speak with a manager.

It took her another 45 minutes and multiple holds to comeback and tell me there was no one to speak to me at this time. When I asked for her direct supervisor name and phone number. She came up with a story that they don't have supervisors and that I would have to call back the next business day to ask for one. It sounds to me like good old Mr. Glen A Messina is up to his old tricks. I've had enough. I've written a letter and will be sending copies of the recording to an attorney as well as the news. I've worked for a mortgage company for over 10 years and this is not the way you do business. I'm giving them 24 hours from today to resolve this matter!

Right after the denial from PHH, they requested the courthouse to reschedule the foreclosure sale, they did not give me enough time to respond or to fix the problem, in fact I contacted the right department and I informed them to keep the money in order to proceed on the short sale. I did what they ask me to do according to the denial letter, now they are saying that they don’t have enough time to review anything because of the 37 days rules and because of the foreclosure sale is approaching. I think it is not my fault, PHH requested to reschedule the foreclosure sale without giving me the time to work for a solution.

We don't reside in a flood, fire or geological hazard zone and certainly not Beverly Hills. We have sent this info. via email to PHH with no help thus far. I used the original payment coupon book for October payment which my bank shows they (PHH) accepted then I received a late payment notice with a late charge fee and no credit for my Oct. payment. Very frustrating. Would like to get away from these guys with another re fi through another institution but this late payment crap will not help with that.

I seemed to make my payment on time for 6 years prior with Merrill Lynch prior to PHH servicing my Mortgage.... I asked for a payment history and they sent me a deed in lieu 3 times instead of the payment history. I contacted the United states CFPB as well as my states Attorney General. When I finally received the payment history it shows blatantly how they have robbed me of thousands of dollars and have irreparably damaged my credit making it near impossible to refinance my mortgage to get out from under this nonsense. You don't take fees you're non entitled to out of my mortgage payment then say I'm not making the mortgage payment.

PHH has already been sued for doing this exact same thing by 49 states Attorney Generals. No they don't take customer service seriously. It's all a farce. I'm not behind on my mortgage and nowhere near foreclosure. I've never been 30 days late and I have the Bank statements to back that up. You'd think they would treat retired Military with more respect. Not a chance. Do not bother dealing with them in any capacity.

Update on 11/03/2019: I continue to wait for PHH to do something about my first complaint - they are TERRIBLE!!! Now, you cannot get on their site - apparently their site is no longer available through Explorer or Firefox. Security issues? Either way, they continue to ignore my emails, and their customer service people aren't trained so calling them is a waste of time. I can't see my account and couldn't make a payment even if I wanted to because you can't get on the site. Be warned - stay away!!

Original: I live in a county which grants property tax relief to disabled veterans. I received my VA disability rating in August 2019, high enough to allow for a total reduction in tax. I called the county tax assessment office to ensure I didn't need anything else in order to approach the mortgage company (Ocwen/PHH has been difficult to work with ever since I had the misfortune to have my mortgage assigned there, so I was trying to make sure I had my ducks in a row). Imagine my feelings when I was asked by the lady at the tax office "which mortgage company are you with?". When I responded "PHH", there was silence on the other end of the line. Then, she very apologetically said, "I'm so sorry, they always give you vets such a hard time". Prophetic words.

After faxing the letter to PHH and getting a receipt confirmation, I began the odyssey of trying to get them to do something with it. They had it three weeks, and through several calls and conversations, yet couldn't get the escrow corrected by September 1st. Being naive, I made the September payment and kept calling every few days. I have been told on several occasions "I will put it in for action" as though it had not been done before. In August, the story was "it will be done in September". In September it became October. Now, as of October 26th, they have requested I fax another copy of the letter, which I have done.

I must admit, I have notified them in writing several times I won't make any more payments until they get it right. I've held the October 1 payment, and I have the November 1 payment tucked away waiting to make both, but they still have not gotten it done. As an aside, I should mention that they are absolutely NOT INTERESTED in helping you. When I was unemployed for a year (disabled veteran, remember) they told me to make the payments or go ahead with a short sale or foreclosure. When I was working for the Federal government and the furlough had us all out of work, they told me they had no program for Federal employees and payments were expected on time.

I have already told them I have copies of all emails and correspondence as well as notes from every call which I will provide to any credit agency they care to sic on me. I'm fed up, and my only recourse is to refinance, which will cost me more but get me away from them (I hope). DO NOT VOLUNTARILY CHOOSE THIS SHYSTER OUTFIT. YOU WILL REGRET IT IF ANYTHING EVER GOES WRONG.

Calls to customer service result in hour-long holds. Requests to speak to supervisory personnel involve 20-30 minute additional holds. Supervisory personnel just tell you the the loan payments are being applied consistent with their servicing protocols. Telling them that their protocols are inconsistent with the language of the mortgage loan documents is entirely ignored. Payments are applied by their "cashier personnel" who will not speak to you.

Since opening up a complaint with the Texas Department of Savings and Mortgage Lending (September - Complaint # **), PHH Mortgage has finally started adjusting some of the overcharged interest; however, they are a long way from actually applying all payments toward principal as required by the loan documents. I have been sending screen shots of the year-to-date interest charges to the Department of Savings and Mortgage Lending to demonstrate the overcharged interest numbers. Recently, PHH Mortgage has disabled my online account so I can no longer see what they are charging in for interest under the outstanding loan balance. In my opinion, PHH Mortgage is a predatory lender. There are other lenders. You should avoid doing business with PHH at all possible costs.

Original Review: Oct. 26, 2019

Have been a customer of Ocwen never had an issue and always paid within my grace period and never had to pay a late fee. As soon as PHH takes over my mortgage nothing works on their website. Could not access my account so I was unable to make my payment, phone department was closed. I talked to their tech support and after 30 to 40 minutes got my account fixed, tech person even stated they were having many issues with their website. Asked PHH for a one time courtesy waiver of my late payment and a week or two later I receive a letter declining my request. Make no mistake. This is not a mortgage company, they are good ol fashion debt collectors and not anything more. As soon as your credit improves drop these guys and go with a real mortgage company. $60.00 just cost them a mortgage. Already in process of refinancing with someone else. PHH you need to change your slogan.

Everyone I've talked to can't do a damn thing for me. You get a different person every time, so you have to explain yourself over and over. The other day I spent 4 hours trying to get a hold of someone in that company. Got hung up on twice and hung up on diamond because she was rude as hell and after 4 hours I was so overwhelmed and irritated. Not only did they steal the 950 and have no clue where it is but my principal is over 800$ short and according to their bill my escrow went down from last month....even tho the same amount comes out of every check for the escrow.

I saw a while ago they lost a lawsuit in New York. Now they have decided to branch out and screw the rest of the country too. I want out of this company before they ** me even harder than they already have. Worst part of all of this? Besides stealing my money and having the worst customer service I've ever experienced? It's been 3 months since they bought my mortgage from guarantee rate. 3 months!!!! They have ** me this hard in the first 3 months. I'd hate to see how much they steal in a 30yr mortgage!!!! If I could give 0 stars I would.

All this is going on and PHH is still trying to call me and ask for the monthly payment. I have emailed the escalation department, called the escalation department, even called PHH Mortgages bank to verify the funds were there. I am trying to purchase a second home and I am not able to because this company has my original mortgage hostage. This company has had my blood pressure elevated and has not allowed me to sleep for days over the lost funds.