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Complaint Details
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Initial Complaint
05/19/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
This Mortgage Loan was under COVID-19 protection. Mortgage Company approved forbearance, until I could bring the loan current. Negative crediting reporting was prohibited under COVID-19.Business response
05/22/2024
Dear *********************************,
Thank you for bringing your experience to our attention.
We need further information to address your concern. Please contact us at ********************************************* or call at ************ for further assistance.
Initial Complaint
05/01/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
According to the complaint, PHH has aggressively sought out ways to force these fees on borrowers, by attempting to make borrowers amend their mortgage agreements in such a way as to enshrine fees each time the borrower is not offered methods outlined in original note but rather forcing browser to elects to pay in specificed method beneficial to PHH further the borrowers original note agreement for the duration of the mortgage agreement is being drastically affected. PHH is wrongfully denying hardship assistance and modification programs in an attempt to wrongfully foreclose on properties and further failing to update records, supply requested documents and accounts of transactions history and charging inflated fee, rate to accounts this company has multiple class actions lawsuits filed against them and engage in attempting to have the customer meet standards they are illegally inforcing and not in compliance with original terms of ******** loanBusiness response
05/10/2024
responded to customer by mail and email on 05/********* allow sufficient time for receipt of letter.Initial Complaint
05/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
PHH Mortgage assumed responsibility for my mortgage loan approximately 60 days after closing. Subsequently, when my flood insurance and homeowners insurance were due for renewal, PHH neglected to inform me that my flood insurance had lapsed. Instead, they substituted my expired flood policy with their own significantly more expensive optioncharging $2400 annually compared to my previous $230 rate. This change was not reflected in my mortgage payments for a year, which kept me unaware of the increased expense until my payments suddenly increased by $200 (about 25 percent). Upon inquiring, I discovered this discrepancy and the apparent flood insurance scheme they were operating. After I reinstated my original flood insurance, PHH informed me they would retroactively bill me for the coverage they had unilaterally placed on my account, without my knowledge or consent. They proceeded to charge me an additional four months at $200 per month ($800 total), without any explanation. Additionally, their customer **********************, which is entirely off-shore, disconnects calls requesting to speak with someone in a U.S. office. Due to these dubious practices, I am urging a congressional investigation into PHH. Meanwhile, I am filing formal complaints with the ************************************ (CFPB), the California state insurance regulators, and coordinating with other affected PHH customers to initiate a class-action lawsuit. #FAFOBusiness response
05/10/2024
responded to customer by mail and email on 5/********* allow sufficient time for receipt of letter.Initial Complaint
04/28/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I have reached out to PHH multiple times regarding a tax bill that needs to paid from my escrow account to ensure my home doesn't go into tax sale. I cannot get any replies from their tax department email and they do not take calls in the tax department. The deadline for payment is approaching and they will not send the payment.Business response
05/08/2024
Responded to the customer by mail and email on May 7, 2024, please allow sufficient time for receipt of letter.Customer response
05/13/2024
[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
04/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have had a horrible experience with PHH Mortgage. I have gone through the same exact situations as other homeowners, and it is ridiculous!I have been on a Forbearance Plan for 6 months and the plan ends on April 30, 2024. My regular mortgage payment is $2,549.60 and for the Forbearance plan I am enrolled in I must make a payment of half the amount, which is $1,274.80. Before I started the plan, I spoke with two PHH Mortgage customer ********************** representatives, and I asked, while in the Forbearance Plan would I be reported to the credit bureaus as being late. I was told NO. Well, unfortunately, I was given incorrect information of past due payments being reported to the credit bureaus. PHH and I have a formal arrangement, I do not understand why it is being reported. Shockingly, 4 months ago, four lines of credit CLOSED all except one. Another company that services two more of my credit cards lowered my available credit! If I had been told that being in a Forbearance Plan would affect my credit report, I would have NEVER accepted the Forbearance Plan in the first place. Who wants to be in violation with their mortgage company and have ruined credit? I am a responsible individual and I believe in paying all my creditors on time. I have owned four different homes through a total of over 20 years and have never had past due payments on my mortgages. Now my credit is ruined, because incorrect information was given to me by two of PHH Mortgage customer ******************** representatives and that is not fair to me. I spoke with my Relationship Manager last week and informed her of what has happened, and she instructed me to email the *********************** and explain my situation and attached my credit report showing proof of last payments reported sent to the credit bureaus. I have emailed the *********************** six times and have not received a response confirming the emails have been received. How unprofessional is that? This need to be corrected!!!!!!Business response
04/15/2024
responded to customer by mail and email on 04/********* allow sufficient time for receipt of letter.Initial Complaint
04/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
NewRez LLC increased my 11-1-23 payment by double. It is normally $1,391.76 and it was $2,850.00. I called to dispute it and it was an escrow issue on ******'s end. It took them a month to correct it and provide me with the corrected amount to pay which I did on 12-1-23. They reported me to the credit bureau's for being 30 days late. I have called and written letters but they refuse to reverse it.Business response
04/15/2024
Thank you for your feedback. We need further information to address your concern. Please contact us at ********************************************* or call at ************ for further assistance.Customer response
04/29/2024
[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.From: ********************************** <**********************************>
Sent: Thursday, April 25, 2024 7:51 PM
To: *****************************************
Subject: Message from BBB.org65078391C2D7D The mortgage company removed their 30 day late notice off my credit report.
Regards,
*************************Initial Complaint
03/10/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I had a mortgage loan with PHH Mortgage Service the loan was transferred to another company in September of 2020. The mortgage was subsequently paid in full in May of 2021. However, PHH still has a lien on my property; a co-op. I have contacted them about removing this lien. Their reply is that they have no records since I was not their customer. I have received no assistance from any department in PHH. The company to which the mortgage loan was transferred also was no help because they did everything they had to do to get their lien removed. I have paperwork from Queens County, ** to that effect.Business response
03/20/2024
responded to customer by mail and email on 03/********* allow sufficient time for receipt of letter.Initial Complaint
03/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our mortgage was bought by PHH Mortgage company. The company allowed us to set up an on-line account and make the first payment. Since then for the last 3 months we have had to call to make a payment because our on-line ability has been denied. Every time we have called we have been told that they are sending disclosure forms foe my wife and myself to sign. We have yet to receive them. Also the last two months they have said that the would e-mail the forms and again have not. Now this month they are refusing to take a payment. This is complete garbage and it seems as though they are doing this on purpose.Business response
03/18/2024
Responded to customer by mail and email on 03/********* allow sufficient time for receipt of letter.Initial Complaint
03/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I noticed I had late payments from PHH MORTGAGE SERVICES on my credit report. During these months I did not receive anything stating I was late. As you can see, majority of my payments have been on time so I am requesting the removal of these late payments from my account. I am trying to increase my score to purchase a home and would greatly appreciate if you guys can submit a request to the credit reporting agencies to remove the late payments.Business response
03/12/2024
responded to customer by mail and email on 03/********* allow sufficient time for receipt of letter.Initial Complaint
03/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We recently paid off our mortgage. It was a nightmare. Lack of communication. I attempted to make Januarys mortgage payment, tried online, then called the mortgage company. I was told they wouldn't take the payment, i needed $2600.00, not just the normal payment. Now I have a negative report from the credit bureau, 30 days late. I had until April 1st. The mortgage was paid off Feb 16,2024. I would like the negative reports off the credit reports.Business response
03/13/2024
The credit correction request for January 2024 is under review. Please allow sufficient time for the review to be completed. A response will be sent to you accordingly.
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