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Business Profile

Mortgage Banker

PHH Mortgage Corporation

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mortgage Banker.

Complaints

This profile includes complaints for PHH Mortgage Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

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PHH Mortgage Corporation has 32 locations, listed below.

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    Customer Complaints Summary

    • 808 total complaints in the last 3 years.
    • 238 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/20/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I started a "Release of Liability" process to remove the name of a co-signer from my mortgage. After I sent the required documents and an application fee check fro $375 on Oct. 3, I wasn't able to get an email response from PHH mortgage. They said they hadn't received the check, but I got a confirmation of delivery from the delivery company.Furthermore, just yesterday I saw a surprising $375 credit applied to my mortgage account. The $375 was supposed to be for the application fee, not a mortgage payment. I've tried calling but PHH seems to just have general phone support for normal mortgage issues, and no phone support for the release of liability process. I've also had several question I've sent by email, and throughout I receive either no reply or replies with typos that are undecipherable, and it feels like PHH isn't reading my messages.I would like PHH to complete the release of liability process, removing my cosigner's name from the mortgage, and I would like them to reply to my emails in a coherent way, keeping me up to date on the process. I also had to obtain some notarized documents from me and the co-signer, which is difficult and expensive. They haven't yet confirmed receipt even though I have delivery confirmation. I'd like them to confirm documents received.

      Business Response

      Date: 10/27/2023

      responded to customer by mail and email on 10/********* allow sufficient time for receipt of letter.

      Customer Answer

      Date: 10/27/2023

      [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.  However, I would like to add that there were several emails I sent to the team during this process that never received a reply (or received a reply that didn't address my questions) and this made the process a lot more difficult and stressful than necessary. Also, I am happy to hear the $375 application fee was applied correctly -- but PHH did send me an email earlier saying that the $375 mortgage payment had been applied to my account... so it seems they need to fix their email system to avoid confusing the customer.  

      In any case it seems like the application is back on track, so thank you for that. But I do think the *** team can improve in terms of responding completely to email inquiries.

      Regards,

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

    • Initial Complaint

      Date:10/19/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This review is about not getting our escrow payment. My husband and I refinance our home in March or April 2022, and got a lower interest rate. The original company was PHH mortgage and we refinance with NewDay ***. We were told that PHH would send us our escrow payment. We did receive the check. My husband was diagnosed with Advance Dementia in Early 2021 and his health started declining and he could not remember where he put the check. I called PHH and asked them if they would void the check and send a new one and was told they would put a check in the mail. I have called the company and spoke with a different person, each time I was told to expect the check in 5-7 days, and I have not received a check. My husband ******* passed away on May 3, 2023. I last called PHH on 8/1/2023 and was told they will issue another check. The amount of the escrow is $2,498.71. As of this date 10/19/2023, I still have not received the escrow check. I think PHH should issue a check with interest for holding our escrow check because it has been over a year.

      Business Response

      Date: 10/30/2023

      responded to customer by mail on 10/********* allow sufficient time for receipt of letter.

      Customer Answer

      Date: 10/31/2023

      [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,

      ******* E And ***************************

      Customer Answer

      Date: 11/13/2023


      Complaint: 20755933

      I am rejecting this response because:

      From: CJBarber <************************>
      Sent: Thursday, November 9, 2023 1:30 PM
      To: ************* <*********************************************>
      Cc: Better Business Bureau <**************************************************>
      Subject: RE: Important Account Information

       

      Hello,

       

      Why would you issue a check in my husbands name only?  I cant

      get you to understand, my husband died in May 2023, you have to make

      the check payable to the account holders (******* E and ***************************). 

      My name is on the account too.  You refer to me in your e-mail but the check is made out

      to ***************************** and that is just wrong.  I will be more than happy to send

      the check back. 

       

      You never addressed the issue of interest, (you have been earning interest on this money

      For over a year) do I need to get an attorney to make this transaction?

      We had our mortgage with you and we never missed a payment

      and this is the way your company show gratitude.

       

      Sent from Mail for ************************************************ ***************************

      Business Response

      Date: 11/22/2023

      responded to customer by mail  on 11/********* allow sufficient time for receipt of letter.

      Customer Answer

      Date: 11/25/2023

      [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,

      ******* E And ***************************

    • Initial Complaint

      Date:10/18/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am not liable for this debt with Ocwen Loan Servicing, LLC, I do not have a contract with PHH Mortgage Corporation. They did not provide me with the original contract as I requested.

      Business Response

      Date: 10/23/2023

      responded to customer by mail on 10/23/*********** allow sufficient time for receipt of letter.

    • Initial Complaint

      Date:09/30/2023

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I've asked this mortgage company to refund me back my paid taxes into my escrow account and adjust my monthly mortgage payment for over 2 months now due to being a 100% disabled veteran and they keep on putting me off. Any time I communicate with them they just tell me they are working it but I have seen no action on their part.

      Business Response

      Date: 10/10/2023

      Responded to the customer by mail and email on October 10, 2023, please allow sufficient time for receipt of letter.

      Customer Answer

      Date: 10/12/2023


      Complaint: 20678632

      I am rejecting this response because:

      No action has been taken by PHH Mortgage to correct this issue.  I still have not been refunded my paid in taxes for 2023 nor has my monthly mortgage payment been adjusted to reflect no property tax paid in.

      Regards,

      ********************* Iii

      Business Response

      Date: 10/18/2023

      responded to customer by mail and email on 10/********* allow sufficient time for receipt of letter.

      Customer Answer

      Date: 10/20/2023

      [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,

      ********************* Iii

    • Initial Complaint

      Date:09/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      PHH ***** ***** ***** I WAS PART OF A NATURAL DISASTER IN ******** IM NOT CURRENTLY LIVING IN MY HOME BECAUSE OF HOT WATER HEATER NOT WORKING AND MOLD PHH WANT TO TAKE THE INSURANCE CHECK AND Give ME 25% to get started thats not enough to buy drywall nor flooring i rather let it go In foreclose then live in those conditions.. they dONT care about your health my SON Have asthma and THE HOME affect his BREATHING because mold and smell. I asked them to release the check they said no .***** AND NOT FOR THEIR CUSTOMERS or their families!!!

      Business Response

      Date: 10/05/2023

      responded to customer by mail and email on 10/******** allow sufficient time for receipt of letter.

      Customer Answer

      Date: 10/11/2023


      Complaint: 20667660

      I am rejecting this response because:



      Regards,

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

    • Initial Complaint

      Date:09/25/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was told by the relation manager that while my mortgage is in adjustment application, there will be no negative ****s. The application was completed on September 18. I went today to get a new credit card, but they told me that I have a negative **** in my credit history, Phh has reported of more than 150 days late. I was told by Phh relation manager that no report would be made to the credit agency, but now I cannot get a loan or credit card. I was told to wait until the adjustment application is complete to proceed forward with regular payments.

      Business Response

      Date: 10/03/2023

      responded to customer by mail and email on 10/******** allow sufficient time for receipt of letter.

    • Initial Complaint

      Date:09/18/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Had mortgage loan for years. This year got 1 payment behind due to illness. Requested and received 6 month payment plan. Plan canceled as we were unaware of 15th due date. Set up new plan, except the 6 month plan amount increased, would have resulted in 8 payments rather than 7. We are elderly, and now, even more so! So much time spent on so many calls, not one rep understands simple math. We are not angry, *** refuses to admit error. Now given legal advice from consumer non profit to file a Notice of Error. Sad. We cannot handle the stress and incompetence. History of horrible customer ********************** over the years. Loan Servicer keeps changing!

      Business Response

      Date: 09/28/2023

      responded to customer by mail on 9/28, please allow sufficient time for receipt of letter.

    • Initial Complaint

      Date:09/18/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I want to payoff my mortgage, the week of 9/8/23 I did a on line request. I have contacted them 4 times, the last being 9/15/23. I checked the document center on their website/my account today 9/18/23 and nothing again. They are supposed to send documents with instructions for pay off.there is a office in Maryland Hts ** that I will stop by. This is by far the worse lending company I have ever dealt with. I and talked to an employee, she gave me her emp # 9XM I talked to her on 9/13/23 and 9/14/23 and 9/15/23. I also talked to a ******** who is supposed to be a mgr her ext is **** the phone # ************

      Business Response

      Date: 09/21/2023

      responded to customer by mail and email on 9/********* allow sufficient time for receipt of letter.

    • Initial Complaint

      Date:09/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I'm having an issue that my home may be foreclosed on due to this mortgage servicer error. At the end of 2022, I found out this company had been paying someone elses taxes and escrow payments to the wrong parcel number for 4 entire years.I corrected this situation on my own by going to my city hall and spoke with them and this mortgage company for almost 2 months. They then advised me that they sent the payment to the city for $6,151.79 to cover the property taxes and escrow, and to take the lien off my home. That was sent to me in writing in January of this year, and then proceeded to sell my mortgage to a new servicer directly after the fact.Fast forward to today, on 9/6 I received a demand letter from the new mortgage company saying we owe them $6,769.00 in an escrow shortage, which is the same exact problem I had last year with this company. This company is absolutely awful and do not service the mortgage as stated. My husband and I will be seeking damages.

      Business Response

      Date: 09/18/2023

      responded to customer by mail and email on 9/********* allow sufficient time for receipt of letter.

      Customer Answer

      Date: 09/19/2023


      Complaint: 20576489

      I am rejecting this response because:

      my matter is still not resolved. 

      Regards,

      ********

      Business Response

      Date: 09/28/2023

      responded to customer by mail and email on 09/********* allow sufficient time for receipt of letter.

    • Initial Complaint

      Date:09/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We filed Bankruptcy in 2010 our second mortgage was discharged in the Bankruptcy. The original loan was OCWEN which is now PHH. After the Bankruptcy I contacted them and they advised we did not have to pay on the loan any more since it was discharged. Their records indicate that it was discharged. Now trying to refinance the home they are still holding a lien on the property and want the original loan amount and ***** interest that has been accruing for the last 13 years. I have tried several times to negotiate them removing the interest and they are refusing to work with us.

      Business Response

      Date: 09/15/2023

      : responded to customer by mail  on 9/14/2023, please allow sufficient time for receipt of letter.

    PHH Mortgage Corporation is NOT a BBB Accredited Business.

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