Irene Kogan

Review of PHH

I did a ReFi with them and it was an OK experience...

I did a ReFi with them and it was an OK experience, the (American) refi representative was rather capable and helpful.

What SUCKS is when you call customer service, or when you get a call from their customer service.
It's obvious the operators are in India and in China, and PHH must have gone with the lowest bidder, because they speak HORRIBLE English, and it is very difficult to understand them - and i speak 3 languages, so i normally do not have problems understanding accents, but theirs is really out there.

I got a call out of the blue, from Abu in India, telling me he needed me to make a payment over the phone because they did not have my Jan payment. It took me several attempts to understand where he was from and why i needed to make a payment. Apparently my monthly payments went up by $50 for escrow, but they never bothered to send me a notice letter; and since i send electronic payments automatically from my bank fro the last several years, the payment was $50 short.. so instead of applying it and then calling me right away (because any logical person who deals with money should have realized what the problem was since i had been making the same payments for over a year) they waited until the 15th of the month, did not apply the payment, and then Abu informed me that i was going to get a late fee also. so finally he figured out that they DID have my Jan payment but it was $50 short, and promised to waive the late fee. Called them the next day and talked to Chu in China, i really did not understand much of what he was saying but she did say the late fee had NOT been waived. in her defense, she did promise to delete the late fee.. so i will be tracking it next month... what a pain.. total incompetence