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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

    • 752 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:06/29/2025

      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.
      Taxes on the property have been reduced. I have submitted the necessary documentation the bank's escrow department and followed up with my account manager **** ***** a who indicated she would follow up with the escrow department. It has been over a month and she is now ignoring my emails and my payment amount has not been reduce to reflect the lower tax amount.

      Business Response

      Date: 07/11/2025

      Responded to the customer by mail and email on July 10, 2025, please allow sufficient time for receipt of letter.

    • Initial Complaint

      Date:06/27/2025

      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.
      A year ago, I came over to PHH as an inflight modification. Payments under my new modification with previous servicer was at a manageable $1500. *** failed to process this modification in a timely and professional manner causing a total of 3 modification packages resulting in a new, over $2000.00 mortgage note. None of the modification applications or processes were the same with PHH throughout these modifications . I wish I could choose another servicer and never come across this one . They could care less of this stupid and careless mistake they made, which would take less time to fix than this they have me going through. Currently, They also have me in foreclosure through this entire process and today as Im making my first payment under this ridiculous new modification the foreclosure is still active. So that means Im in modification and foreclosure at the same time, since March 31, now **************************************************************** Just a pure c*** show all around. They should be ashamed and out of business , I know Im not the only one experiencing being a victims to their practices. .

      Business Response

      Date: 07/03/2025

      responded to customer by mail and email on 07/2/********* allow sufficient time for receipt of letter.

      Customer Answer

      Date: 07/03/2025


      Complaint: 23526310

      I am rejecting this response because, I read their response and:

      I have submitted complaints through every channel available, expecting that PHH would demonstrate integrity and conduct a proper investigation into my concerns. Instead, they continue to rely on inaccurate notes from the clerk assigned to my mortgage notes that are factually incorrect.
      PHHs justification for denying my original in-flight modification is not only unfounded but remains unexplained. On October 1, 2024, I was notified by my previous servicer, *************, that PHH would be taking over my mortgage. By that point, I had completed all required trial payments and was ready to begin permanent payments under the terms of my modification. However, on October 10, I unexpectedly received two default letters from PHH.
      The very next day, October 11, I received my Notice of Servicing Transfer, which confirmed the terms of the in-flight modification I had been approved for. When I contacted customer **********************, I was told to disregard the default letters. Then, on December 31, 2024, PHH printed a letter approving a new modification effectively canceling all prior correspondence and making this my second modification attempt.
      I received the agreement for signature on January 13, 2025, with a return deadline of January 19  just six days, including the MLK holiday weekend  a timeline that appears to violate CFPB guidelines. I signed and returned the documents promptly, postmarked within the required timeframe. I used the same signature that appears on my drivers license.
      Despite this, the assigned clerk flagged my signature as a problem another unnecessary barrier and what I believe is a clear CFPB violation. I re-sent the documents via email, as advised by the clerk (for the pages that didnt require notarization), and made my first trial payment under this second modification.
      However, when I made my second trial payment it was rejected, I received a letter on January 28 stating that my modification was denied due to failure to return the signed agreement on time. This denial was based solely on the clerks personal issue with my signature despite it being legal and consistent with my ID. As a result, my second trial payment was rejected.
      I immediately attempted to reach the clerk calling 12 times, emailing, and leaving messages. When I could not reach him, I contacted the general servicing line and was told that I had missed the appeal window another procedural failure, considering I had been trying to reach them within that appeal period.
      Instead of resolving their error, PHH required me to start a third modification application. During that process, they placed my loan in active foreclosure, even though they were actively reviewing my updated modification package. I was approved again and have made my first trial payment, but now I am being charged approximately $20,000 in feesstemming from their delays and errors.
      To make matters worse:
      I continue to receive visits from law enforcement to serve foreclosure notices.
      My credit is negatively impacted every single month.
      No one has properly addressed the root issue  the mishandling by their own clerk.
      All responses to my complaints are copied verbatim from those same incorrect clerk notes not actual investigations.
      At this point, I am beginning to feel like PHH is intentionally creating obstacles to force me out of my home. I have asked, begged, and pleaded for someone to take my complaint seriously. I am not giving up $20,000 is a devastating amount of money to lose over someone elses mistake.
      I respectfully ask that PHH stop the runaround and conduct a real investigation  not just recycle internal notes that reflect their own errors.



      Regards,

      M. ******* *****

    • Initial Complaint

      Date:06/20/2025

      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.
      6/1/2025- PHH failed to take an automatic mortgage payment and then accused me of not paying the payment. It doesnt make any sense! *** has been automatically taking out mortgage payment for 10 years and now they stopped without any notification to do so.

      Business Response

      Date: 06/25/2025

      responded to customer by mail and
      email on 06/24,
      please allow sufficient time for receipt of letter.

    • Initial Complaint

      Date:06/12/2025

      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.
      To Whom It May Concern,My name is **** *******. I have had a mortgage with PHH since 2005. I am writing this letter not as a request for help, but as a formal and final notice regarding dismissive mortgage servicingby PHH Mortgageconduct that has pushed me and my family to the brink of losing our home after nearly 20 years of responsible ownership.Let me be blunt: I am disabled, financially devastated, and trapped in a nightmare that PHH has contributed to and done nothing to alleviate. In 2019, I underwent a triple bypass surgery. Since then, my health has severely declined. I have been unemployed for nearly three years, unable to work due to serious medical issues that PHH knows of. And yet, in the face of clear documentation, repeated outreach, and mounting hardship, PHH haschosen to ignore and enforce the standard practices and responses that they give to all.Instead of helping, you have raised my interest rateknowingly worsening my financial crisis. Youve failed to offer real modification options. Youve stonewalled my attempts to communicate. Youve showncomplete disregard for regulatory obligations, borrower protections, and basic human decency.This is not just poor serviceit isdeliberate and destructive conductthat borders onfinancial abuse of a disabled borrower.I am making this absolutely clear:This letter serves as written evidence of your failure to act in accordance with both federal servicing standards and common ethical responsibility.I am demanding that PHH immediately:Assign a qualified escalation officer or case manager to review this file.Offer a formal loan modification, includingprincipal reduction and interest rate adjustment, based on my proven long-term medical ************ may contact me at ************** ormailto:******************************. This is your final opportunity to resolve this matter in-house. Failing that, I will take every step available to hold *** publicly and legally accountable.Sincerely,**** *******

      Business Response

      Date: 06/20/2025

      responded to customer by mail and email on 06/20, please allow sufficient time for receipt of
      letter

    • Initial Complaint

      Date:06/10/2025

      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.
      I was offered a VA VASP mortgage assistance plan through PHH Mortgage for Loan Number: ********** with a due date to make the first trial payment by June 1, 2025. I followed their written instructions and made my payment early, on May 26, 2025. *** has now denied my enrollment, claiming I paid too early, even though their own representatives encouraged early payment on phone calls from May 1 and May.I have proof of payment, the original agreement letter, and notes from those calls. Now *** claims the denial is not appealable, even though this is inconsistent with the trial plan language and my previous experience where they reversed an earlier denial after reviewing a similar error.I am a veteran, and this is a VA-backed loan. Denying me for following instructions especially when doing so prevents foreclosure is unfair, misleading, and financially damaging.

      Business Response

      Date: 06/16/2025

      responded to customer by mail and email on 06/13, please allow sufficient time for receipt of
      letter.

    • Initial Complaint

      Date:06/08/2025

      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 have been approved for a modification. I was awarded my home in my divorce in 2019. In 2021, I had another modification - due to layoff due to covid- and my ex was not required to sign. Now they are saying he has to sign this one and I just keep getting a message in my box online - no one ever calls- stating I have to get a quit claim deed. I've explained Texas doesn't recognize quit claim deeds. My lawyer had filed my divorce decree in ***** with the county clerk to show I was awarded the house. He keeps saying to push back and tell PHH I don't need a quit claim deed in ***** and they keep insisting I do. I don't know why they added my ex husband to this modification, but hadn't to the one in 2021. He doesn't have to sign the promissory note, but they are insisting he sign the Partial claim. One one and not the other. They're not expecting him to pay, but I need his signature to modify although I didn't in 2021? It makes no sense and no one with any decision-making power will reach out to me. I just keep getting this foreign customer ********************** **** who know nothing about Texas state law.

      Business Response

      Date: 06/16/2025

      responded to customer by mail and
      email on 06/16,
      please allow sufficient time for receipt of letter.

    • Initial Complaint

      Date:06/04/2025

      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.
      The mortgage loan was paid off in January 2025. An insurance error required that I be refunded insurance payments because insurance was in place already with another carrier.

      Business Response

      Date: 06/16/2025

      Responded
      to the customer by mail and email on June 12, 2025, please allow sufficient
      time for receipt of letter.

    • 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,

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

    PHH Mortgage Corporation is NOT a BBB Accredited Business.

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