PHH Review

Horrible!
Customer service hangs up on you, rude.
I sent payoff in 2 days.
26 days later, I still haven't received my escrow.
Terrible service, if I could give a negative rating, I would only positive ratings are allowed(I suspect their rating would be -4 7 if you were able to rate as negative as you could positive ).

The WORST mortgage company we have ever dealt with. What makes it worse is that we had no choice as they took over our mortgage from another company so we had no choice and ended up with them. Really terrible service and Customer Service reps do not read nor pay attention to any information given to them.

I m sorry this is savage - I ve asked for a payoff twice. They won t email it to you. They will either fax it (which let s be honest, what millennials actually buy/use a fax machines) or mail it. They won t just email it. 24 hrs later they finally send a fax for what I thought would be the payoff, it was a pay off procedure no payoff on it which just waisted more of my time. Their call center is overseas in India. No wonder PHH buys mortgages... no one would actually seek them out and use them.

No one intelligent to talk to. Impossible to resolve issues by phone or fax or mail. Very sorry to have been transferred to them. They are not creditors but rather, loan servicers. They are setup to largely operate out of India but even when I get transferred to USA reps (by request) no one has power to do anything but tell me information and collect money. Nothing else. Frustrating to deal with!

My mortgage servicer Ocwen merged together with PHH in 2019 . It was NewRes . Now its PHH . Their site did not work at all . All history records of payments are gone . No information on the loan . Cants make payment online.
Now June 2020 year later their website changed for 5th or 6th time . Log in does not work . Have to call them and get the tech support for another 40 minutes to get a new log in. And then there is no way to make a payment online again!
They send you to a speedpay - a third party . Charges extra $9 for that.
Horrible service No service at all

Unfortunately My mortgage account has transferred to this company. I m beyond frustrated. I can nit reach customer service on hold over 30 minutes before I hang up. I need ti get out as soon as possible. That star is a no star

I've been trying to get a modification for 6 months. It was supposed to take 30 days and I get a notice saying it will take longer. 6 months later they finally gave me an answer, no. I appealed to no avail and my account manager keeps changing. I even called a couple times and they had no record of my refi. Meanwhile, I have been receiving a bill every month and the late fees keep piling up after I was told specially not to make another payment until the modification has gone through. I owe more now than I initially paid for the house. Useless company who can t file paperwork correctly. If your mortgage company sells your mortgage to them get it refinanced with someone else quick.

Only wanted help getting a statement to send to my new mortgage company. I was on hold for 30 minutes only to be put on hold again. Never talked to anyone or got my issue resolved. This is piss poor customer service. I would refi at a higher rate just to get rid of this company.

Put everyone on automatic forbearance for the COVID issues and then reported me as delinquent. What a trash company.

PHH mortgage took 4 months of mortgage insurance when I refinanced my loan. The FHA loan rules which are greedy at beast allow for two months at most. PHH instead of correcting this simply channeled my calls to the customer service who did not know anything about the account apart from reciting due dates to a department that never answered my call. When I did get through I got disconnected and there was no call back.

I had to resort to the Consumer Finance Protection Bureau to get their attention and PHH spends hundreds of internal dollars on a senior counsel and processing to stall the review even further. I know what job I want, the bankers job where they quietly slip a few hundred per account enough to make it not worthwhile to litigate but enough to pad their accounts.

PHH is the worst MORTGAGE COMPANY IN AMERICA! Stay Away! I WOULD REFINANCE WITH ANOTHER COMPANY IMMEDIATELY!!!! 1 Star is more then enough to rate them; they deserve nothing!!!!!

Terrible service, terrible business! Literally had to threaten to sue them in small claims court before they would send me my escrow money back (almost a month after paying off the loan). Please, make sure your loan won't get sold to this sorry excuse of a company! My bank literally quit selling loans to here because they are the "wal mart of loan servicers".

Not even worthy of a star, in my entire 23+ years in Real Estate, this has got to be the worst bank I have EVER dealt with. Fannie Mae needs to stop contracting this bank. Not for the best interest of their investors. All are clueless, we cant communicate with them because of the language barriers, and the ones that speak our language are incompetent....NO luck! 1 yr later and were still trying too close a short sale. Ridiculous!

Customer service is horrible. All calls are routed offshore to people who cannot answer questions or take any action. They eventually have to route you back to US staff who are rarely accessible. I'm not sure how this company gets anything done.

When my insurance agent called to tell me my home owners policy was being cancelled for non-payment, I called PHH Mortgage to find out why. They told me they had paid it, but the check was not cashed. Most likely because they sent the payment to the wrong address. Now the lady helping me was very nice but very hard to understand because she was part of a Philippians call center. She said she would take care of this and now had the correct information.

I then followed up the next day, yes another lady for the Philippians call center, to make sure they had cut the check, only to find out it would be another week before they would get this done. So I told her in a week the insurance was going to be cancelled.

They finally got the check cut the day before cancellation. A week later my insurance carrier got another check. Which emptied my escrow account and left it negative. I got a refund which is how I found out what happened. So I deposited the overpayment into my account and waited for the check to clear. Once it did I called so transfer the money back to my escrow.

You guessed it the Philippians call center again. This time I asked to be transferred to the USA, thinking perhaps an American would understand a bit better. They happily said they would transfer and promptly hung up on me. I played this game 4 times. The fourth time I told the Philippians call center lady, I still wanted to be transfer back to speak to an American, but I was tired of being hung up on.

I am still on hold so thought I would warn anyone calling into the PHH Mortgage call center. Yeh! I finally got an American who is easy to understand.

With any Luck this will be taken care of correctly.

The online and phone portal do not work.
- unable to setup autopay online due to a broken web form
- unable to reach a customer service representative due to a broken phone system

Worst mortgage company I have ever dealt with. I have been trying to access my account online for two months, their tech support won't answer emails. I do get auto-emails claiming they'll respond within 24 hours, but like others say it takes 5-6 days. SUCK! Do not do business with these idiots. I don't have a choice, my mortgage was sold to them.

PHH bought out my old loan servicing company (OCWEN) in 2018. Since then, they've been nothing but frustrating to deal with, have spent the past 15 months "misapplying" my automatic mortgage payments to the principal rather than to the actual monthly payment that would cover and include PITI, and now I'm sitting on hold (35 minutes now!) waiting for the clueless rep to get her act together or whatever so she can tell me how this will be address and corrected so that I don't have to lose my house as a result of the COVID shutdowns DESPITE the fact that I've been making an extra mortgage payment each year for the past 10 years...

I had a long customer service related call to PHH (3 separate hold periods for a total of almost an hour) for escrow analysis questions. In the end, no one there could do anything more than read to me from a manual basic verbage. COULDN'T GET REAL HELP AT ALL????

I am amazed at how absolutely unhelpful customer service was for me (nice polite people but no help at all). I will be filing a compliant with regulatory body that oversee's PHH in NJ the NJDOBI (but we all know how far that will get don't we. They are like a Utility Service - they have you and customer service be damned.

Be warned calling them is a waste of time.

I just finished a very long call with Casandra about a problem my insurance company caused. She worked very hard with the agent and me and got the PHH file correctedl. I couldn't ask for a nicer and harder working person! Give Casandra a raise!

Tax escrow TRIPLE what it should have been and PHH took over 3 MONTHS to correct. Refused to accept my Tax Certification Request signed and dated by the county. Resulting in over $2200 in excess escrow paid. Nightmare to fix. This company is a huge waste of your time after they have your loan. Both the customer service and website are terrible!

SEE ANGIE CAMPBELL'S REVIEW BELOW. IT IS SPOT ON!! LOGIN IS TERRIBLE AS WELL.

We had the absolute misfortune of having our mortgage sold to this company. I don't even know how they are in business. They are so disorganized, they only conduct correspondence by fax, which they usually lose so you have to send at least twice. We submitted authorization for me to speak to them about the loan and every time I call I am told I'm not authorized. Setting up automatic drafts was terrible. They "lost" that document too. Its almost as if they want you to miss payments so that they can collect fees. WE'VE NEVER MISSED A PAYMENT. EVER. Fortunately, we were able to refinance away from them immediately. This company should be heavily scrutinized by regulators and authorities. There is something very scammy about them.

It s unfortunate I can t give them 0 or Negative stars. Quite honestly THE WORST MORTGAGE company I have had to deal with. First off, all of my calls, whether daytime or evenings are routed to India, where I have to deal with a spotty connection or poor English. They say they will call back within 1 business day and I m still waiting a week to 2 weeks later. Secondly, I instructed them to address certain activities on my account and they continue to misapply the funds. I had to escalate to an Escalation Relationship Manager to address my issues. I didn t have a choice in mortgage companies because my previous company Ocwen joined with PHH Mortgage. However, if you are actively shopping for a rate be careful of this company as you will be unhappy with service response. It s why they are rated only 1.3 stars.

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

This company serviced my loan for years. They are the worst! Thanks be to God I sold my property! My property was located in the worst town in New Jersey (Paterson). I was constantly hit with high taxes, my last tax quote was $16,000/yr. Imagine $16,000/yr for a house in dump of a town that robs and kills people every other day. Don t take my word for it just google the town and see the crime rate. And no matter how I plead to this company about the geographically issues I face in this area and how many times it rains and my property is flooded it never changed a thing. The structure of my property was deteriorating and I pleaded for someone to talk to the investor to lower the loan so it will be more attractive to sell. They refused to do anything on my part. Please do not do business with this loan company! I m sure they re all the same but please do your research. Why would a bank approve a loan in such area where the crime rate is so high plus a flood zone. How many times do you think the insurance company wants to pay? I lost so much money in this investment right here. Banks don t care about you the consumer. As long as they get paid it s all that matters. I hope the investor doesn t choke on his portion after the new buyers paid off the loan. I m so sorry I held on to that property for 15 years! Please don t make the same mistake I made. Research your area and please don t modify your loan either. You re better off walking away so if you lose the bank loses as well.