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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
12/13/2024
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.
Initial Complaint
10/01/2024
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.
We have our home loan with PHH mortgages, we were going thru a hardship and we did a forbearance plan, they had us paying half of our normal mortgage rate for 6 months stating the remainder would be added to the end of our loan. At the end of 6 months they sent us a letter stating we were in default for $10,000 and behind 9 months! We then got a Covid-19 plan they approved us for and then stated we didnt turn the paperwork in in time, when I had it sent certified and tracked it, which stated it got there before the due date, then they seemed to find our paperwork but put us in further behind. Now they want to tell us that we can apply for another forbearance and have to pay the remainder within 2 months or we go into foreclosure. During these application times they tell you not to make a payment and will even send your payment back to you if you try to pay. When making a payment they require you to get a ************* which you have to pay for also. This company claims to want to help home owners keep their homes but the theyre doing anything they can to force us to be further behind so we go into foreclosure. Everytime we call the wait time is well over 45 mins and everytime you ask a question they will put you back on hold.
Business response
10/10/2024
responded to customer by mail and email on 10/10, please allow sufficient time for receipt of letter.
Initial Complaint
09/21/2024
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.
Dear Better Business Bureau, I am submitting a formal complaint against PHH Mortgage Services due to ongoing issues with wrongful foreclosure proceedings on my home. Until recently, I consistently made mortgage payments. However, I am now facing an unjustified increase of over $1,300 per month, which has caused significant financial strain. My attempts to communicate with PHH have largely gone unanswered, and I have not received proper notification regarding the foreclosure. This lack of communication and transparency has created a highly stressful environment for my family. The threat of foreclosure is deeply concerning and has disrupted our daily lives. I hope that your intervention can prompt PHH to address these issues effectively. I am also in the process of filing a court motion to stay foreclosure. If you require any documents evidencing the wrongful foreclosure, please let me know. I am including a copy of the motion that I plan to file on Monday. with personal information redacted. Thank you for your attention to this matter
Business response
10/01/2024
Responded to the customer by mail and email on October 1, 2024, please allow sufficient time for receipt of letter.
Customer response
10/15/2024

Complaint: ********

I am rejecting this response because:

From: *************** *****************
Sent: Sunday, October 13, 2024 6:51 AM
To: [email protected]
Subject: Message from BBB.org

Complaint ID: ********. The business has responded to me and we are in the beginning of discussions. I am asked to accept or reject their response. If i accept the response and they fail to continue to engage further am i able to reopen this complaint?

Sent from *** * ************************

Regards,

*** ******
Initial Complaint
08/27/2024
Complaint Type:
Product 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.
PHH (soon to be Onity) puts exceptional frictions in front of mortgage holders attempting to remove PMI. Though other documents are available online, the request for PMI cancellations requires a phone call that only results in a paper form being mailed in 10 business days. Furthermore, their system fails to recognize that in gmail addresses with dots (ie: ********************* is the same as without ********************** which prevents users from requesting a PMI cancellation. This technical barrier is overcome by nearly every other company since this email formatting is ubiquitous. In fact, this is a non-issue within the PHH/Onity ecosystem for any function other than those that would result in exorbitant fees being removed.
Business response
08/28/2024
responded to customer by mail and email on 08/28, please allow sufficient time for receipt of letter.

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