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Business Profile

Mortgage Banker

PHH Mortgage Corporation

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 22 locations, listed below.

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    Customer Complaints Summary

    • 773 total complaints in the last 3 years.
    • 225 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:05/18/2025

      Type:Service or Repair 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.
      *** purchased my mortgage in February and it has been a disaster trying to recast our loan. We have faced a number of ignored emails and phone calls with the customer ********************** team that go nowhere. Initial outreach with the stated intent to recast our loan with a $105,000 payment was made in March. We were guided to make an initial deposit of $5,000 then pay the rest. The deposit was made in April and on April 25th I reached out via email to see how to pay the remaining $100,000. Then again before the end of the month to make sure everything was set for the new rate on 5/1. I never received a response. On 5/1, our mortgage was recast with the amount from a $5,000 deposit and not $105,000. Which makes sense but was frustrating since there was no communication. Especially knowing this was not our intent. Reaching out via email and phone calls in early May, I stated I wanted to ensure we were able to recast again with the remaining $100,000 for June. I was assured this was okay and payment was made. Days later, I received the notice that the new recast would go into effect on 7/1. I assumed this was a mistake. Again reaching out via emails that went ignored and over the phone to express my concern and frustration. My recast notice to *** was made on 5/8 for June 1st and am now being told that is not enough time as its already been submitted to the investor. Surprised that it took 6 days in April but 21 days in May isnt enough time. The escalation manager broke down the timeline for me which resulted in roughly 5-12 days. When I helped her understand 21 days is more than 12, she quickly backtracked into its more complicated than that, but was unable to explain why.Ultimately this has been an extremely frustrating experience and I encourage no one to do business with PHH in the future if avoidable. For a company whose first two company values are stated to be integrity and excellent customer **********************, I can assure you I have received neither.

      Business Response

      Date: 05/28/2025

      responded to customer by mail and email on 5/28 please allow sufficient time for receipt of letter.

      Customer Answer

      Date: 05/28/2025

      [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

      Date:05/13/2025

      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 did a loan modification for my house mortgage and made all the 3 monthly payments on time and filed the application and sent it in the mail on April 4, 2025 ahead of the April 13 deadline and they are telling me that the loan application was denied due to not getting the paperwork before the 12th of April. The mailing address is in *************** ******* on the east coast and I live in the **************, it should take 9 days to get to the location from my house. Now I have to start the process all over again and hope that my house doesnt get foreclosed on because they wont honor the paperwork that got to them late.

      Business Response

      Date: 05/20/2025

      responded to customer by mail and email on 05/********* allow sufficient time for receipt of letter.

    • Initial Complaint

      Date:05/06/2025

      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.
      My mortgage was sold to *** recently. A month later we received an escrow analysis from them saying that we now have to pay PMI when it was removed August 2022. I called to rectify this issue and was told to send documentation via email. I sent documentation with my mortgage information. I never received an email reply or phone call. I tried getting assistance a second time. This time Im sent to their escalation department and they ask me to send my documentation of PMI being dropped a second time to a different email address. ****** said I would hear back. Once again, no acknowledgment of my email and no phone call. The lack of customer ********************** is astounding and I just want someone to acknowledge that PHH is wrong and to correct the issue with my escrow analysis/PMI.

      Customer Answer

      Date: 05/08/2025

      [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, May 8, 2025 12:56 PM
      To: ********************************************************************************************************
      Subject: Message from ************************

       

      Hello. I recently filed a complaint regarding PHH Mortgage. They have corrected the issue. Complaint ID: ********



      Regards,

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

    • Initial Complaint

      Date:05/06/2025

      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.
      My mother is an elderly woman and her husband passed a few years ago. This company has made modifications to my mother's loan without her consent and increased her payments to amounts that she cannot afford without her consent. We have been trying to contact a supervisor but we steadily get the run around and are not able to speak with anyone located in the states therefore creating a language barrier and extreme stress. They are in the process of trying to foreclose on my mother's home, leaving her homeless and no on will show proof of a loan deferment.

      Business Response

      Date: 05/16/2025

      responded to customer by mail and email on 0515, please allow sufficient time for receipt of letter.

    • Initial Complaint

      Date:05/05/2025

      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 overcharged by phh mortgage in April 2025 my payment is ****** and they took out 978.oo and won't refuse to credit my account the overage It is well documented and they know what they did but refuse to correct it it I've called them a minimum of 5 to 6 times but they won't budge They automatically took my payment out on the 2nd as I am on flex pay and make 2 of these ****** payments a month I need t clarify that I was in bankruptcy 7 but they were not effected I clarified that was cleared up and verified that with them I am frustrated and disappointed as I have had no trouble in 20 years until now with **** mortgage company

      Business Response

      Date: 05/16/2025

      responded to customer by mail and email on 5/15/, please allow sufficient time for receipt of letter.

    • Initial Complaint

      Date:05/03/2025

      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.
      **** is taking over 9 months to process release of liability. The team that processes these requests in offshored and they do not have a number for customer's to call to ask questions. I have requetsed a supervisor to call me to look into these issues and they have not called me back. This is one of the worst run companies I have ever seen. I have been stuck in underwriting for this process since January and they keep asking me to send documents I have already sent to them. This is makng me feel like they are stealing information from me.

      Business Response

      Date: 05/13/2025

      responded to customer by mail and email on 5/********* allow sufficient time for receipt of letter.

    • Initial Complaint

      Date:04/30/2025

      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.
      I initially contacted them on 03/11/2025 after receiving a 2 past due PPT bills. I spoke with escalation mgr Spencer and he assured me payment would be sent by due date of 3/31/2024. I received a letter increasing my escrow shortly after this call. I called several times for an update but they couldn't even give me a check number. They just stated a check was issued. On 3/31 I contacted the county and no payment was received. I called Spencer twice leaving messages but no response so I had to issue a personal check for $388.27 and take it to the post office so it would be post marked 3/31/2025. I have spoken with numerous representatives stating I would get a refund yet as of 4/29/2025 nothing. They did received their check back and deposited it into my escrow account. this money should have been returned to me. No one reads the previous notes on my account and I am told the same this over and over again. "we will request a refund with the tax department" yet no refund. I ask to be transferred to the tax department but they can't do that. I ask to speak to a manager, they have to put in a request! I would NEVER do business with this company however my mortgage was sold to them.

      Business Response

      Date: 05/09/2025

      responded to customer by mail and
      email on 05/09, please allow sufficient time for receipt of letter.

      Customer Answer

      Date: 05/12/2025

      [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

      Date:04/25/2025

      Type:Product 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.
      My complaint is in regards to reaching out to PHH mortgage by email to request the removal of my escrow account. I submitted my request on April 10. I was provided a reply, stating that I would be in contacted within five (5) days. The first time I sent my request was back in March, which was denied because they claimed that my signature did not match the loan This time I sent in a notarized document with my signature, which was a part of my loan document, and I have still not heard from back them. I have called, I have emailed, and I dont know what else to do. I have never missed a payment, I have excellent credit, and they will not return my escrow amount even after I have provided them the tequired form and information.

      Business Response

      Date: 04/30/2025

      responded to customer by mail and email on 04/30 please allow sufficient time for receipt of letter.

      Customer Answer

      Date: 05/01/2025

      [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 partially satisfactory to me.   They did not mention when they will return the amount in my escrow account back to me.  Please advise.

      Regards,

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

    • Initial Complaint

      Date:04/17/2025

      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.
      Hi I was approved for a homestead exemption for my home taxes and I was told by phh mortgage to provide the proof of the exemption and I have done that multiple times but they wont honor the exemption they keep asking for documentation from the tax collector office for this years tax bill and tax collector can give me what they are asking for as this years tax bill wont come out until the end of year .. phh is the worst home mortgage company you cant understand half of what the say you have to repeat yourself over and over again and never get a direct answer to your question. I just want my mortgage adjusted to accommodate my homestead exemption as I was told by there company would happen soon as I proved I was approved and the amount of approval and Ive already did that .

      Business Response

      Date: 04/29/2025

      responded to customer by mail and email on 04/29, please allow sufficient time for receipt of letter.

      Customer Answer

      Date: 04/29/2025


      Complaint: 23216626

      I am rejecting this response because:

      Yes they responded to me by email and they still are not honoring my homestead exemption because they keep asking me for a estimated tax bill from property appraisal office and I went there personally and the office cant give me a estimated tax bill they dont do that the tax bill will not come out until end of year so Im over paying to PHH each month for a amount in property taxes that has been changed due to my approval of homestead exemption. And *** isnt honoring it after they received all the documents of this approval . They have lied over and over again on many occasions once you provide them what they ask for its oh we need more documents now but now they asking for something I cant get and Ive told them that . Look up the reviews for this company its all bad . And I agree they are awful to deal with 

      Regards,

      ***** *****

      Business Response

      Date: 05/09/2025

      responded to customer by mail and email on 05/********* allow sufficient time for receipt of letter.

    • Initial Complaint

      Date:04/16/2025

      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.
      submitted a request for a three-month forbearance, which was approved for December 2024 to February 2025. It is unacceptable that PHH later removed the forbearance and claimed I qualified for a loan modification. They reported incorrect negative information to the credit bureaus.Furthermore, I have been asked to fill out the same paperwork five times, yet PHH has failed to upload it to the system despite my multiple submissions via fax, mail, and email. They demanded bank statements and then insisted on additional statements from a separate account, which is unreasonable.I have also been charged late fees, and the mishandling of my refinancing process is inexcusable. I was misled and coerced into a loan under duress, and this behavior cannot continue.

      Business Response

      Date: 04/24/2025

      responded to customer by mail and email on 04/23, please allow sufficient time for receipt of letter

    PHH Mortgage Corporation is NOT a BBB Accredited Business.

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