Complaints

• Initial Complaint

  02/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  02/10/2025

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

• Initial Complaint

  02/05/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  02/14/2025

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

  Customer response

  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

  01/26/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  01/31/2025

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

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  ***'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

  More info

  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

  More info

  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

  More info

  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,
  
  ***** **********

*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. ↩