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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
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.Initial Complaint
02/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Two payments ($1447.09 each) to closed account ********** were made following closure of the account. The first (01/19/24) was not forwarded to the new mortgage holder and the second (02/20/24) was accepted and not returned.The final payment to PHH was for the month of January, which is also the final month of the account. The other two payments would've been for February, which was supposed to be forwarded, and March, which should have been canceled as the account was closed.Business response
03/12/2024
responded to customer by mail and email on 03/08, please allow sufficient time for receipt of letter.Customer response
03/12/2024
A significant time delay was found in payment processing. Statements now match.
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
02/28/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
To whom it may concern:Greetings, my name is ******************* and I am writing in regardsto my previous request for homeowner assistance. Im very disappointed about the denial letter/s I received pertaining to my urgent request for homeowners assistance/modification. My first modification application was approved and appeared to be progressing normally but soon after signing the final modification documents, I received a denial letter from PHH stating there was a minor issue with my middle name/signature. I was not informed of this error in a timely manner and/or I was not afforded an opportunity to correct it. I do not understand why corrected final modificationdocuments were not prepared and quickly sent out to me for completion. I completed everything required and/or requested from me during the modification process -- to be denied assistance for something as basic as a middle name is unacceptable to me.From my understanding we could have used an AKA to ensure a successful signing and I question why the notary did not mention any issue with my name on driver license versus the final modification documents? I feel let down and worry that my home is at risk now based on the errors and/or limited experience of your employees/vendors. Finally, I would like all parties involved to understand that myhardship is over and resolved. Im simply requesting to have the delinquent payments placed at the back of my loan as I was led to believe for months. I want to continue making my payments and providing a home for my daughter and her young child. This is my home, *** worked very hard to be a homeowner and I intend on keeping my property. Please work with me and reconsider my request for assistance/modification. I JUST NEED GENUINE HELP -- PLEASE CALL ME ************. MY FAMILY RELIES ON ME AND I WANT TO KEEP MY HOME. Regards,******************* (Homeowner)Business response
03/12/2024
responded to customer by mail and email on 03/********* allow sufficient time for receipt of letter.Initial Complaint
02/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I lost my home to tornado in July 2023.I had a mortgage the check was written to me and PHH Mortgage they shorted me $2395.80! This company is a joke!! I need that money to build my home.Please help me. I called them got know where said my loan is paid and closed!!I have had nothing but problems with this company and my note was bought out.Business response
02/22/2024
responded to customer by mail and email on 02/22/2024. please allow sufficient time for receipt of letter.Initial Complaint
02/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
To Whom It May ******* Im currently in bankruptcy proceeding. I reached out to the resolution mortgage department to request reaffirmation document for the past three week. My attorneys office reached out on 1/22/24 and was told they would only speak to the customer and not my attorney.The first time I reached out was 1/22/24 and was told to send a request to reaffirmationrequest @ocwen.com. I sent another request 1/28/24 and got no response.Ive been getting the run around regarding the document being sent to the attorney. One minute they tell me the document will be mailed. I never receive it. On 2/8/24 I received a call in the morning that the document was emailed to my attorneys office. I went down to my attorneys office and they said they never received it. I called the resolution department 2/8/ 24 around 2:30pm to ask what email address the document was sent to. The guy that picked up the phone said he doesnt have the email and said someone would follow up with me on Friday and never did. Ive been paying my mortgage on time and would like to please reaffirm my account. I just need to document to be faxed over to the attorneys office. When my attorney tried calling my attorney the mortgage company refused to speak with them. My bankruptcy will discharge any day and I need the form ASAP. Can you please check how many times I have reached out to the resolution department to get this issue resolved. Ive been overwhelmed and frustrated with the resolution department. My last option was to reached out and file a complaint with BBBBusiness response
02/20/2024
responded to customer by mail and email on 02/19, please allow sufficient time for receipt of letter.Customer response
02/20/2024
[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,
*************************Customer response
05/06/2024
Complaint: 21275942
I am rejecting this response because:
To Whom It May ******* I sent my reaffirm paper work for my mortgage back in February 2024. I called customer ********************** department that was handling my account at PHH and they confirmed that they were working on the paper work. The rep back in February said give it a couple of weeks and my mortgage loan would show back on all three credit reports within a month. That never happened.I called the mortgage company on 5/3/24 around 3pm and ask the representative why isnt my mortgage showing on my credit report since they have the paper work. The rep put my on a three minute hold. She came back on the loan and ask if my bankruptcy was discharged.I explained to her it discharged back Im February. The rep told me I would have to get a document from my attorneys office with a letter stating that is has been discharged. I was frustrated because I never received paper work stating that was needed. I requested to speak to a supervisor. The rep put me on hold and came back to the line and said a supervisor was unavailable. She said she would take my information down and a supervisor would call me back in 24 hours and never did. I explain to the rep if I didnt receive a call on Friday I would be filing a complaint with BBB to get this resolved. Today is Saturday and I filed the complaint. I went to the attorneys office and got the document will upload to this complaint. I would like for my mortgage to be reinstated back on my credit report. If you need any information from me. Please reach out to me. Thank you in advance
Regards,
*************************Business response
05/16/2024
responded to customer by mail and email on 05/17, please allow sufficient time for receipt of letter.Customer response
05/16/2024
[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
01/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The seller and buyer is due to close on this property in *******, ** 2/29/2024. This transaction went under contract 12/23/2023 ******** will not communicate properly to the seller or his real estate agent to get the following issues rectified: The roof replacement and PICRA needs to be addressed and satisfied so the bank will loan to the buyer and PHH bank to be paid off. ******** hired an unqualified roofing company to put a roof on the home being sold which costed over 17k. There were no inspections done during this process. In turn the roof was put up in worst shape then its original state. All type of debris, materials and nails scattered all over the property. The buyers appraiser caught all this and PHH bank has been advised and no resolution is in place as yet. It is impossible to get the right people on the phone to address the issue at hand so we can close on time. This is extremely important to be addressed immediately as this is costing all parties money and time.Business response
01/25/2024
We need further information to address your concern. Please contact us at ********************************************* or call at ************ for further assistance.Customer response
01/26/2024
Complaint: 21194257
I am rejecting this response because:
I need a direct person to speak with. This issue is extremely important! Or for someone to contact me or the listing agent back at:*************************************
************************
re: ********************************************
Regards,
Aqila Realtor BondBusiness response
01/30/2024
In order to process any request or discuss the account details, we require a written authorization from the accountholder(s), and to become authorized to receive account information,provide a written authorization with:
? The accountholders name
? The account number
? The property address
? The accountholders signature
? The full name of the person they are authorizing
? The third party's mailing address
? The third party's relationship to the customer
? The end date of their authorization
If the request does not include an end date, the authorization will last until the accountholder contacts us to end it.
You can submit the information by email, fax or mail.
Email: ********************************************
Fax: **************
Mail: PHH Mortgage Services
Attn: Research Loan Support Department
PO Box 24736
***************, ** 33416-4736
The accountholder(s)can also contact our ************* ********************** directly at the phone number ************ to provide a verbal authorization. We're available Monday through Friday from 8:00 AM to 9:00 PM and Saturday from 8:00 AM to 5:00 PM ET.Initial Complaint
01/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On Monday evening, 1/22/2024 around 8:19pm I spoke to an Agent requesting a copy of my payoff statement. 1) I was advised by the Agent that I would receive my Payoff quote within the next two hours through their Document Center online, Twelve hours later, the next morning 1/23/24. 2) I looked in the Document Center for my Payoff quote and the message said that there is a $30.00 payoff quote fee, Agent never advised me about the fee, no problem I paid it. 3) I paid the fee and then I received a message through their Document Center that the Payoff would take 4 days (not as I was told 2 hours). 4) I immediately called PHH mortgage ** and was advised by the next Agent after her research that the previous Agent from the night before NEVER put in the request. I went on to put in the request myself a day late and the next Agent put the request in for me also (or so she said). This minor request has cost me time and money because of that Agent's incompetency!Customer response
01/25/2024
[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, January 25, **** 9:29 AM
To: **************************************************
Subject: Message from BBB.orgPlease cancel complaint #********, the issue was resolved. Thank you, *********************
Sent from ********************* (********************)
Regards,
*********************Initial Complaint
01/16/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I requested my mortgage modification documents 4 months ago and I still haven't received anything papers or a phone call. I will not call back and I am going a step further to get this issue handled.Business response
01/25/2024
Due to the active litigation on the account, counsel representing PHH is handling this matter. Please contact them with any further questions.Initial Complaint
01/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The company is being charging me late fee each mth durin 3 years and shorted each mth I need professional help to look into my loan Owqen Morgage did the same thing taking extra money tht I were paying to the principal and a total of $ ***** .00 went gone from my account and now is happening again my Loan is not breaking downBusiness response
01/11/2024
responded to customer by mail and email on 01/10, please allow sufficient time for receipt of letter.Initial Complaint
12/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
PHH Mortgage is my lender for my home. In September my automatic payment for the mortgage was returned by my bank . I tried unsuccessfully to resubmit my payment online they would not accept a payment. I called and spoke with a representative who said until I signed a ammendment i couldn't make an online or telephone payment. After not receiving the ammendment they promised I called back again. I finallly got the ammendment and signed it, sent it back. I tried again to make a payment online. No success. I called again they are now claiming my signature from the original loan and the ammendment do not match. They are both my signatures. Now they are refusing to let me pay the mortage except by western union. I went to ************* to pay and they didnt recognize PHH as a reciepient. Im just trying to pay my mortage. I feel they are intentionally trying to get me to default on my loan.Business response
12/14/2023
responded to customer by mail and email 12/********* allow sufficient time for receipt of letter.
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