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Initial Complaint
01/14/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My sister lived at her property for 23? Plus years buying the property and they kept *** doing modifications making it higher and higher tripled the insurance and NEVER paid for no claims turned in!!she paid lump sums on a36.000 foreclosure house over 23 yrs ago only for them to auction it off after her death putting her children out she had her title and they some how managed to get it back
Business response
01/16/2025
Thank you for your feedback. We need further information to address your concern.
Please contact us at ***************************************************************************** or call at ************ for further assistance.
If your feedback relates to a Reverse mortgage, please contact our Reverse team at ************ or *******************************************.
Initial Complaint
01/06/2025
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I missed two mortgage payments awhile back, due to increase in medications, medical testing and surgery ******. I have been back on track and when I went to make my mortgage payment in December, they refused to take it. They wanted the 3 payments plus more and I was not able to make it. Meanwhile I did a modification and was suppose to do a call with a relationship manager on the 26th or 27th of December but never received a call. I am practically bedridden. I get Social Security Disability and Retirement. They denied me the modification. I am able to make monthly payments to maintain my home. They have the foreclosure on hold, but stress makes me sicker and anxiety. I now have to do everything all over again. I really need to be approved so I can make my monthly payments. They won't accept any payment from me now, unless it's past due amounts. I am on a fixed income.
Business response
01/15/2025
responded to customer by mail and email on 01/14, please allow sufficient time for receipt of letter.
Initial Complaint
12/31/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been asking PHH Mortgage since June, 2024 via email to update account reflecting my new tax amount for 2025. The first payment is due the first week of January. I have sent two letters from the county to PHH Mortgage and by now, December 31, 2024 my account should be up to date.
Business response
01/10/2025
responded to customer by mail and email on 01/10, please allow sufficient time for receipt of letter.
Customer response
01/10/2025
Thank you. While the company did respond in a timely manner and made the necessary adjustments, I should not have to go to the BBB especially after sending two emails to the company.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** ******
Initial Complaint
12/30/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
***'s actions have caused significant financial and emotional distress, as well as damage to my creditworthiness.We were approved for a forbearance from August 26, 2024, through November 30, 2024, and were assured verbally and in writing that we would be contacted before the end of the forbearance to discuss options for further assistance if needed. We submitted our application for an extension on November 11, 2024, before the forbearance expired. However, the next communication from PHH was a notice of default on December 6, 2024, along with a report of delinquency to credit bureaus. We weren't informed that applying for an extension could result in being reported as delinquent.Attempts to resolve the situation were met with poor communication and significant delays. We repeatedly requested to speak with a manager to address our concerns but were told no manager was available. We were instead offered callbacks, which, when missed, forced us to restart the process and request another callback, creating a frustrating cycle of delays. I even requested to remain on hold until a manager was available but was denied. This lack of access to decision-makers left us without a fair opportunity to resolve it.Additionally, we requested a payment deferral at the start of the forbearance, as advertised on **** website. We were informed that this option would not be determined until the end of the forbearance. Instead, we received a demand for a lump-sum payment, followed by an offer to extend the loan by 11 years with unfavorable terms. After rejecting this offer, we continued pursuing an extension, only to face further delays and credit reporting damage.These actions appear to align with previous complaints and lawsuits against PHH Mortgage, which have highlighted patterns of improper credit reporting, mishandling of assistance applications, and poor communication with borrowers. PHHs practices have undermined our ability to recover from hardship.
Business response
01/07/2025
responded to customer by mail and email on 1/7/205, please allow sufficient time for receipt of letter.
Initial Complaint
12/13/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have paid off my mortgage through a bi-weekly program to PHH Mortgage. It was confirmed that the payment was received on December the 5th and was over the amount owed. I called to try and get the closing cost amount and PHH mortgage *** refuses to give me the amount unless I pay them $30. This is ridiculous and seems fraudulent to pay to see what the closing costs are.
Business response
12/23/2024
responded to customer by mail and email on 12/20, please allow sufficient time for receipt of letter.
Initial Complaint
11/26/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On or around Oct 30th I spoke with a rep about Homestead Exemption. Which would in turn lower my monthly mortgage payment drastically since they handle my escrow for insurance and tax purposes. I was advised 3 ton5 business day for resolution and an acct update. That time came and went. I was then advised by NOV 21st there would be resolve and still no response about my exemption. I have asked and asked with no further information than we are still processing. This is unacceptable. A mortgage company requires we agree to the contract terms and make payments on time and if not we are assesses a fee. What happens when the mortgage company fails to meet the deadlines they've set? This isn't right and it's causing my finances to put strain on me. I asked for management help and was told 24 To 48 hours. That's not right it adds to the time Ive already been waiting. I told them I will not be making another payment nor pay any fees for late fees if they don't fix this immediately! I don't know what else to do I can't get them to update my payment with the exemption nor can I remove escrow since I have an FHA loan. Which also reminds me. I was told once my property value reaches 20% of the loan value I can remove PMI now they are telling me I have to keep for the life of the loan. That was not what was agreed upon either! Why can they just switch our loan servicers without any care if we want to do business with that company or not!?! That's not right either! Please help me!!
Business response
12/06/2024
Responded to the customer by mail and email on December 5, 2024, please allow sufficient time for receipt of letter.
Customer response
12/06/2024

Complaint* ********

I am rejecting this response because:
They did not resolve ANY of my concerns. They sent out a canned response which did nothing for my issue. The PMI I want removed They are saying I can't because it's an FHA loan but I was told I can remove once my LTV was over 20% which I am well beyond. The new servicer who I didn't ask for or want to do business with just took over my loan! Who says they can so that??? I can't transfer my loan so why can they? They didn't even attempt to respond to my request to remove my escrow account not to mention I am now like 45+ days into something I was quoted 3 to 5 business days! Where do I get to charge them a late fee like they would me??? This is not consumer savvy and it only supports corporate greed! I am NOT satisfied!

Regards,

**** *****
Business response
12/18/2024
Responded to the customer by mail and email on December 17, 2024, please allow sufficient time for receipt of letter.
Customer response
12/18/2024

Complaint* ********

I am rejecting this response because:
They have still not updated my mortgage payment with the new tax amount I have sent in via email a screenshot and a link to the assessors website. They want a document that doesn't exist I don't have a document. Everything is online! I can't provide what isn't there and they continually use this as an excuse! I plan to sue them and reach out for violations of RESPA and report them to the Consumer office who handles mortgage complaints if this is not resolved IMMEDIATELY.

Regards,

**** *****
Initial Complaint
11/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am currently working on getting a heir payoff however they used an appraiser that over priced my house. I gave them a hud approved hazardous report and the appraiser didnt include any of the damages
Business response
11/26/2024
Thank you for your feedback. We need further information to address your concern. Please contact us at ***************************************************************************** or call at ************ for further assistance.
If your feedback relates to a Reverse mortgage, please contact our Reverse team at ************ or *******************************************.
Customer response
11/27/2024

Complaint: 22587811

I am rejecting this response because:

Regards,

***** **********
Initial Complaint
10/15/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased my house in 2003 and since 2019 I have been trying to get PHH mortgage to stop taking mortgage Insurance out of my payment. The balance on this mortgage is now exactly $6430.25. My condo is worth about $124K. Yet PHH mortgage refuses to stop the mortgage Insurance. Mortgage insurance in *******, also known as Private Mortgage Insurance (PMI), can stop when the loan-to-value (LTV) ratio reaches 78% of the original home value, or when the borrower has 20% equity in their home. Now with only $6430.25 left on my loan *** wants me to pay them $400 to determine the value of my property. LOL. I am absolutely sure my home is worth more than 6k and that I have more that 20% Equity in my home. I WOULD NEVER EVER RECOMMEND ANY ONE TO USE THIS MORTGAGE COMPANY. When you try to talk to a *** they read from a script that tells you, Mam you need to have more that 20% equity in your home. REALLY ?????
Business response
10/16/2024
responded to customer by mail and email on 10/15, please allow sufficient time for receipt of letter.
Customer response
10/24/2024

Complaint: 22423885

I am rejecting this response because:

1. The balance on my loan is 6K which is less than their 10K limit. I paid $70000 for the property and owe less that 10% of the loan. So is PHH trying to say my property is not worth more than the 6K that I owe? There response makes no sense and they should be ashamed and embarrassed to send that response.

Regards,

****** ********
Business response
11/04/2024
responded to customer by mail and email on 11/04, please allow sufficient time for receipt of letter.
Initial Complaint
10/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Due to a job loss in 2022 i came behind on my mortgage and **************** was bought out by PHH Mortgage Services. I was going to pay my payment and they told me I had to pay the whole thing. Then I asked for a loan modication. They asked me a couple of questions and then they said they would look in to it. They never sent a loan modification package; asking for document like taxes or pay stubs or a hardship letter. I called and they do not communicate with one another., They ask me if I wanted to appeal and I did and they said i had to wait for 30 days,. This has been going on for *********************************************************************************** house. They never tried to help me. They are just a bunch of like debt collectors and half the time they do not know what is going on. Now my house is in foreclosure but have not heard from them just from a lawyer, They are trying to foreclose on houses with no communication.
Business response
10/15/2024
responded to customer by mail and email on 10/15, please allow sufficient time for receipt of letter.
Initial Complaint
10/02/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My home was illegally foreclosed on October 1, 2024. I initially contacted PHH Mortgage asking to get the sales date pushed back from Oct 1st.. This was to allow time to address 2 illegal liens on the property and close the loan. Each time I called in I was asked if I needed a reinstatement quote. Several times I said no I already have a quote. On August 27th, PHH generated a reinstatement quote for $11,588.49 good through Sept 27th & sent it to me in writing. I was also being told this amount in conversations I had w/ *** agents during a period between August 27th thru Sept 25th. When I told *** I had a buyer I was told to send in the contract & proof of funds to close. The contract was for $160,000. *** repeatedly delayed reviewing the documents. I then told the buyer the down payment amount would need to be the reinstatement amount & wired directly to PHH asap. The buyer agreed to do exactly that. On Sept 27th, as I was about to wire them the $11,588.49, I called PHH to confirm everything before sending the wire. Suddenly I'm told I needed over $15,000 to reinstate the loan. I asked what date was on this reinstatement quote & I was told Sept 27th. I said something wasnt right I then asked for a supervisor & was told there's no supervisor available. The phone disconnected. I immediately called back & was again told I needed $15,896.67. *** had added charges that were not on the previous reinstatement quote. This new quote was generated Sept 20th & was good thru Sept 27th. I again asked for a supervisor & was told no supervisor was available. So, I have no recourse. Now I fear whatever amount I send will only be kept by PHH Mortgage and my home will still be foreclosed on. *** added $4,309.18 to the quote. I had been tricked into sending them my sales contract when I asked for an extension of the sales date. On Oct 1st my home was sold for $160,000. It appears PHH Mortgage simply saw a chance to steal my equity...this is fraud, extortion and racketeering.
Business response
10/11/2024
responded to customer by mail and email on 10/11, please allow sufficient time for receipt of letter.
Customer response
10/30/2024

Complaint: ********

I am rejecting this response because:

From: Kheri ***** <****************************************************************************************************>
Sent: Monday, October 28, 2024 7:23 PM
To: Better Business Bureau <********************************************************************************************************>
Cc: Kheri ***** <****************************************************************************************************>
Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.

The company responded verbally by saying they were rescinding the foreclosure. However, I have NOT received anything in writing to show as proof from the mortgage company. The mortgage company asked me to send them money for the arrears but did not show in writing the process had been completed. I asked them multiple time at what point is the house mine and I will be able to put someone under contract to buy it. I was told to consult an attorney. I did just that and was advised the mortgage company should provide you with the paperwork saying everything they have told you verbally. I contacted the county clerk's office several times before receiving information on 10/24/24 that foreclosure was rescinded on 10/15/24. However, it appears the wrong name was the grantor. The company that bought the house at auction shows to be one company but some other company's name shows up at the clerk's office as the grantor. This is very confusing and does not appear to be clarified enough for PHH to be asking me to send them almost $12,000 when I can't clearly determine if the house is still mine.

Regards,

Kheri *****
Business response
11/08/2024
responded to customer by mail and email on 11/8, please allow sufficient time for receipt of letter.

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