ComplaintsforPHH Mortgage Corporation

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PHH/New Rez is the mortgage company for my fathers home. He is deceased. They give me the run a round every time I call. I can never speak to anybody. If I do speak to someone its always a different case manager or the customer ********************** rep is having problems with their phone. I have been hung up on more times than I can count. I was told to show proof that Im an heir to the property and I did that. The wanted me to sign my name on the modification loan paper that they made in someone elses name who no longer stays at the property. The person has no intention on returning to the property. I have told them several time we are trying to save the home. As of today I have been trying to get in contact with any one who can help. I passed several emails with their attorney and even now she hasnt responded in months to calls or email. This company should not be able to assist with mortgage. Seems like they want you to lose the home. I have asked for the total amount behind and total amount owed. Today I received an email from PHH/NewRez and cant even log in on the account. I cant make payments online or over the phone.

  Business response

  09/27/2022

  Our managing counsel is reviewing the concern and will respond to you , please allow sufficient time for the review to be completed.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My Mortgage company PHH has not paid my taxes for 2021 & 2022 when there is a full amount in my escrow. I had to go to my Township and pay them out of my pocket. I have been current and on time with all my payments to my mortgage company and have called every single day for the last 4 months about paying my taxes and today was a tax sale so I had to go and get a certified check and pay the fees. Is there anything that can be done, they are taking my payments but not paying the taxes? I would greatly appreciate any help that can be offered. I would like for them to pay the amount owed to me which is $845.36 for 2021 and would like for them to pay 2022 taxes which amount over $2000.00 dollars.

  Business response

  10/03/2022

  We have received the proof of tax payment. Please allow sufficient time for the review to be completed. We will send you an updated response once the issue is resolved.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  August 2022. Company charge my account late charges when they received my check because I left off an amount. I forward the remaining balance when I found out what happened. They decide to put the payment toward the principal balance and not the payment. I was told this was their mistake, but they refused to refund the late fees.

  Customer response

  09/08/2022

  [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, September 8, 2022 11:05 AM
  To: Better Business Bureau <**************************************************>
  Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.

   

  Thank you for reviewing my complaint. I have solved the issue. They have refunded the late charge, after speaking with a manager. Again thank you. ***************************;

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

• Initial Complaint

  08/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home in ****** ******** with my then Husband. We ended up getting a divorce. In our divorce papers I was awarded the house that we purchased along with a Quit Claim Deed thru the ******* County Circuit Court. I was making all the payments and ended up putting the home and land up for sale. The home ended up selling quicker than expected. I received a check in the mail in Both my ExHusbands and my name. I call PHH Mortgage Company and explained the situation. I was told to send back the check along with a letter which I did on March 30 2021. To this date the Mortgage Company refuses to send me back a check for the amount of $806.70 for over payment. They want the divorce papers which I sent along again with the Quit Claim Deed to then be told that I have to find my ExHusband to get a Notarized document from him stating that it is alright to make me out a new check in my name only. This company has done nothing but make my life a living h*** over money that they owe back to me. They refuse to follow the law of the land here in ********. I went down to the Courthouse to see about filing a small claims but they cannot help me due to the Mortgage Company is in another state.

  Business response

  09/15/2022

  We are in process to reissue the escrow check under your name only. Please allow sufficient time.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, I am in need of help. Im writing as a result of the manipulative deceitful practices. Ill try to keep it brief, I inherited this home, from the beginning PHH worked to keep me locked out of my account by not even speaking to me since I wasnt on the loan, that was a trek. Then due to ******* had some challenges at this time PHH worked to repossess my home while presenting as if they wanted to help. They took a large cashiers check to reinstate my account and then shredded the check and said they never received the money; I was sent a letter much later to indicate they in fact did receive the money but due to additional fees from the date they gave the amount to when the amount got to them a day or two later it was considered partial payment and was rejected. By them shredding the check I had to come up with that money again as one cant cancel a cashiers check until after 90 days, within this time I wouldve last my home. Undue pressure based on lies, I filed a police report against my brother who is executor because PHH flatly told me they didnt get the money. Last I received a satisfaction of mortgage letter from a bail bonds agency and was told to file and record it. I did this, and a process of wrapping up my mortgage began. The satisfaction is recorded but PHH is refusing to acknowledge it. They say maybe it was for some other loan or something these people do bad mortgages all the time from my research and God blessed me with this gift to a home this company attempted to steal and block me from information about while I was grieving my beloved Mother and best friend. After surviving their lawyers and fighting back I paid my account to zero, however they are refusing to accept a legal document stating my home is paid off and the mortgage/lien is to be canceled. They wont even address the letter saying my Mom did that deal before them. Mind you she was with PHH since 2006 she did this bail bond 2009, which means it should be associated to my home.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  All this started when COVID hit and my job was impacted so the mortgage company I had at the time had offered financial assistance relief. They gave me a forbearance. In April of 2021 I reached out to previous mortgage company and applied for a modification and the loan modification was in process, they told me that they would work with me and place what I owed back to the life of the loan and to resume making my monthly payments. January 2022 my previous mortgage company sold my loan to PHH Mortgage. Since my previous mortgage company was taking too long with the modification, PHH Mortgage suggested I start a loan modification with them. So on February 2022 I submitted my loan modification application to PHH Mortgage. They have denied modification multiple times with no correspondences informing me of any decision. This is what the service agents are telling me every time I call for updates, Also I have requested re submitting of loan modification application multiple times. The most recent one, agent preform financial interview over the phone on 7/22/2022 and had said that form had been submitted. I called today 7/25/2022 and another agent tells me that there is nothing that has been submitted. Also, on February 28 2022, mortgage company mailed out a deferment offer which I accepted on march while on a call with *********************, the relationship manager that had been assigned to me at that time. I came to find out that they denied that offer, which they had offered me in the first place!!! This is crazy. I've been dealing with PHH Mortgage and their unwillingness to help me at all since. They are just putting so many excuses and agents also not willing to assist me.

  Business response

  08/14/2022

  Deferral under review.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We had an issue with our last lender Cenlar. They transferred our account to PHH Mortgage instead of correcting the issue we had with them. We refused to make a mortgage payment with PHH until they resolved the issue. In late February this year Edguardo of PHH said the issue was taken care of and that we would be receiving a corrected **** tax form. The form they have on our account on their website is dated 1/15/22. We need an updated form reflecting us making payments. Edguardo said it would come in the mail and it has not. Now we are not getting a response.

  Customer response

  04/08/2022

  [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: Wednesday, April 6, 2022 11:18 PM
  To: **************************************************
  Subject: Disregard complaint

   

  Please disregard.  We recieved a response.  Thank you for your help.

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

• Initial Complaint

  03/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This mortgage company is holding customers funds hostage, I've unfortunately had to threaten them with a lawyer to get them to release funds PAID by me. I've never worked with a more frustrating company who wants a payments but doesn't release ESCROW funds to the appropriate party's. They STILL haven't released the funds and I am keeping every documents to assure a proper lawsuit is filed!

  Business response

  04/06/2022

  We would require a valid PHH loan number or the correct property address to locate your account and help out with your queries.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In August of 2016 my mortgage through PPH was paid off. I am now in the process of getting a home equity loan and it is being held up because PPH never sent a lien release to the Recorder of Deeds. Now I am showing a lien on my house that doesnt exist. I was only given an email to contact them and have sent numerous emails with no response.

  Customer response

  03/07/2022

  [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: Saturday, March 5, 2022 7:49 AM
  To: Better Business Bureau <**************************************************>
  Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.

   

  Just would like to thank you for your help in this matter. Thanks to you we are now able to go forward with our loan.

  Sincerely,

  ***********************

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

• Initial Complaint

  11/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I refinanced my home loan and unfortunately it was sold to PHH Mortgage. My property taxes as well as my special assessment for the land ***** is to be paid out of my escrow account. Clearly PHH was aware of what was contracted to be paid from my escrow account because they did cut a check for both my property taxes as well as the **** The issue is they sent the SID ******* to ***** county which is where my property taxes get paid to. I was unaware that they sent the check to the wrong person until I received a letter from City of North las vegas stating my account was delinquent and late fees had been added to the account. The notice also stated that as of December 1, 2021 they would start foreclosure proceedings on my home. I called PHH immediately which was the beginning of October to inform them of the issue and to get it resolved. I was told I would receive a phone call within 3-5 business days from an escalation manager and that i was not able to speak to anyone in the tax department to get the issue resolved. I was initially patient and understand mistakes happen however it is now 5 weeks later, additional fees have been added and trying to get anyone on the phone at PHH to assist is impossible. I was advised they use a third party to pay taxes and I would not have access to anyone for help. I call every single day due to the issue not being resolved, and the city of north las vegas starting foreclosure on my home due to past due taxes. The customer ********************** is terrible. Noone calls me back with any updates and after five weeks they have not resolved the issue they created. It is now going to cost me almost 1k to pay to be current. I need help with this matter as they are not acting professionally or resolving any issues at this point. In addition I pay my mortgage early every month so if i knew this was going to happen i would have paid the **** myself when it was 250 instead of 800.

*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. ↩