Nicole S

Review of PHH

PHH has the absolute worst automated phone system ...

PHH has the absolute worst automated phone system I have ever encountered. You get through one menu, only to have to start all over again on a whole new menu and so on and so forth.

It is like a Russian doll of automated phone systems.

It seems like you never get the option to speak to a representative. From my experience, the only way to speak to an actual person is to press "0" several times.

The whole process is so frustrating that by time you actually speak to someone you will be incredibly frustrated and exasperated. Even if you weren't angry before calling and were calling about something simple or benign, you will almost certainly be angry by time you get to speak to a rep. The poor reps are on the receiving end of this, getting the brunt of the customer's frustration with the automated menu on top of whatever reason the customer is calling in the first place.

PHH: Sometimes you just have to speak to an actual person. Please make this process simpler and more pleasant for both your customers and your representatives. There should only be one menu, two tops. And the customer shouldn't have to enter in all their loan information only to have to re-enter it in the next menu or restate it to the rep.