Complaints

This profile includes complaints for PHH Mortgage Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PHH Mortgage Corporation

  1 Mortgage Way Mount Laurel, NJ 08054-4637

• 

  PHH Mortgage Corporation

  17 Parkway Lane Fishersville, VA 22939

• 

  PHH Mortgage Corporation

  5720 Premier Park Boulevard West Palm Beach, FL 33407

• 

  PHH Mortgage Corporation

  6000 Atrium Way Mount Laurel, NJ 08054-3918

• 

  PHH Mortgage Corporation

  12000 Stonington St Bakersfield, CA 93312-5770

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/12/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for the debt with PHH Mortgage Services, I do not have a contract with PHH Mortgage Services and they did not provide me with the original contract as requested.

  Business Response

  Date: 03/21/2025

  responded to customer by mail and email on 03/21, please allow sufficient time for receipt of letter.

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2024, I requested an appraisal to be done on my home to prove that I have the equity required to remove PMI from my mortgage. The appraisal was submitted and denied within a few days. It was denied due to not meeting the value, but they neglected to valuate my basement on the assessment. On the appraisal, there are other homes with the same sized basements, that hold a value of $20k (the basement). This was not included in my assessment, had it been (which it should have been - there are photos of my basement in the assessment), then I'd be well-over the required LTV ratio to remove PMI. I have been in contact with PHH for the last 10-weeks, trying to understand why/how this is happening to get resolution and remove my PMI. They denied my claim within days, but takes 10-weeks to resolve when not in their favor? My dispute was assigned to an escalation manager (Kimberlee) whom I have yet to talk to (been at least 6-weeks). I have OTHER people from PHH telling me that Kimberlee has tried contacting me multiples times, and has left voicemails - I have no proof of that in my phone records (I confirmed they have the correct number). Her voicemail clearly states that she'd get back to me in 24-48 business hours, but its been 6-weeks (terrible customer service). NOW, they are requiring another appraisal on my home, which is further disrupting my schedule/life. Nothing's changed in my home from the original appraisal 2-months ago - why the need for another? At this point, I can't help but feel they are kicking this along to get more money out of me (unnecessarily). I cannot submit for financial hardship due to my annual income, and they continue to take my money through PMI and are not putting my best interest first - I just want this resolved in fairness. Call records: 12/6/24 - Laarni 1/2/25 - Ana 1/15/25 - Maike 1/31/25 - Monique 2/13/25 - Dale 2/24/25 - Melchor

  Business Response

  Date: 03/13/2025

  responded to customer by mail and email on 03/12, please allow sufficient time for receipt of letter.
  

  Customer Answer

  Date: 03/14/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The correction from PHH Mortgage Services simply explains the steps they are continuing to take to try and rectify the issue. 

  On 3/8/25, they sent someone to appraise the home (for the second time). A few days later, I received an email about them "reordering the Broker's Price Opinion". 

  The measures in their response did not correct this issue, all it did was explain what I've already elaborated on and they continue to kick the issue down the road. 

  
  Regards,
  
  ******* *****

  Business Response

  Date: 03/24/2025

  Responded to the customer by mail and email on March 22, 2025, please allow sufficient time for receipt of letter.

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested a manager in a higher position or underwriter. I have been teaching out over 3 months with no help. I am receiving half information. I completed the package incorrectly and only one person after more 5 calls was helpful. Her name was Lisa. She walked me through completing the package correctly as they read my package wrong and didn't care to teach out for clarification only to deny assistance. Then after the package was updated I get a call from Rohini saying I was going to be denied again and yet she couldn't give me any reason. I'm asking for help as my income dropped over 12,000 dollars last year and things are getting rough. How do you tell someone they are denied with no reason. Even the first time that I was denied in January, the letter provide incorrect information several times. Instead if looking at their process to make sure my account was viewed correctly, they eventually sent me a letter with some what of a corrected response for the denial. I'm asking for a little help to make my mortgage affordable considering everything. No one is helpful, however they are very apologetic which doesn't help. Do better. You say you want to help, actually help.

  Business Response

  Date: 03/11/2025

  Responded to the customer by mail and email on March 11, 2025, please allow sufficient time for receipt of letter.

  Customer Answer

  Date: 03/12/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I have reached out on several occasions to the respondent and cannot get clear details on how I can become eligible in addition, when I ask for a supervisor or someone in the department that processes a modification, I do not actually get a supervisor. The one time someone tried to come to the line as a supervisor, she was not knowledgeable at all. The only person that has been of any decent assistance and was great is a young lady named Lisa. I have asked to speak to someone who is aware of the situation and actually trying to help. I get the same answers each time with no great detail for understanding on how I can move forward. They selected not to place the response with BBB as they are really full of it. They say they are trying to help and not. I am on the verge of being delinquent 90 days in which I was trying to avoid. I even told my relationship manager I was open to a payment plan and have heard nothing else. All I want to do is keep the home and have an affordable payment considering everything that is happening in his here world. I will submit another application for a modification by the end of the week.
  
  Regards,
  
  ****** ******

  Business Response

  Date: 03/23/2025

  Responded to the customer by mail and email on March 21, 2025, please allow sufficient time for receipt of letter.

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 16, 2025 I mailed in check for a reverse mortgage payment. As of Feb ****** and multiple calls to the company I am told they can't find check. The money has not come out and at 89 years old I think I am allowed to know why. And not told I can send another check if I like.

  Business Response

  Date: 02/10/2025

  Responded to customer by mail and email on 02/********* allow sufficient time for receipt of letter.

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The call center agent won't take a request to seek and send information in response to a letter sent by the PHH to me. Background: PHH sent me a letter that I don't need H06 insurance and that is covered by ****** ***** ******* This looks incorrect since other condo owner have H06 and what PHH says is not consistent. In the letter the only way to contact is a phone number, thus landing to the call center. The agent sent me on a run around and won't take my request to forward to the correct department who sent me the letter to find and point out where in ****** ***** ****** does it list that H06 is not needed. Date of call: 2/5/2025 Agent info: Renuka S; # ***** My account number: ********** Letter sender : 'Insurance Department ***** ****

  Business Response

  Date: 02/14/2025

  responded to customer by mail and email on 02/13, please allow sufficient time for receipt of letter.

  Customer Answer

  Date: 02/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  Date:01/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in September I went into forbearance with my mortgage company and then submitted paperwork for a loan modification. I was in forbearance until end of December 2024. I started making payments into a trial period in which I had three months to make payments to be able to do my loan modification. I called into the center in December right before my January payment was due to ask what needed to be paid because I keep seeing more in my suspense then I thought I paid. I spoke to a representative who told me I only had to pay 1533 to finish my January payment which I did. I then received a call from PHH mortgage who in turn told me I was short 792 for January. I explained to him I called and asked and was told the wrong information. I asked if it would be alright for me to pay it on the 16th when I get paid he said that fine. So a couple days later I get an alert that *** reported my account 60 days past due. None of my paperwork states they would report my account while in the trial period for the loan modification none of this was explained or in my paperwork. So no my credit is not reported accurately. What is the whole part of working with me to s**** me. I initially asked for the money to be moved to the end of my loan which was have brought me back up to date but prolonged the loan. This company is not helping customers that come to them months ahead of time to avoid it getting here.

  Business Response

  Date: 01/31/2025

  responded to customer by mail and email on 1/********* allow sufficient time for receipt of letter.

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:01/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 01/15/2025

  responded to customer by mail and email on 01/14, please allow sufficient time for receipt of letter.

• Initial Complaint

  Date:12/31/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 01/10/2025

  responded to customer by mail and email on 01/10,  please allow sufficient time for receipt of letter.

  Customer Answer

  Date: 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

  Date:12/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***'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

  Date: 01/07/2025

  responded to customer by mail and email on 1/7/205, please allow sufficient time for receipt of letter.