Complaints

This profile includes complaints for PHH Mortgage Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

PHH Mortgage Corporation has 22 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  PHH Mortgage Corporation

  2000 Midlantic Dr Ste 410A Mount Laurel, NJ 08054-1515

• 

  PHH Mortgage Corporation

  2001 Bishops Gate Blvd Mount Laurel, NJ 08054-4604

• 

  PHH Mortgage Services

  500 Ross St Pittsburgh, PA 15219

• 

  PHH Mortgage Corporation

  8401 Greenway Blvd Middleton, WI 53562-4629

• 

  PHH Mortgage Corporation

  197 8th St Charlestown, MA 02129-4208

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.

• Initial Complaint

  Date:04/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  PHH Mortgage sent ******************** an over payment from my escrow account. They were supposed to send Nationwide $4,642.41 but sent them $46,421.41. ********** sent a check to *** for the over payment on 2/7 for the amount of $41,779.00. *** claims they have not receive the check, but ********** has confirmed the check was cashed by ***. *** will not allow me to make a payment to my account because they say they haven't gotten the funds back from **********, even though they have. So now my mortgage payment is past due and nobody at *** is helping to fix this error.

  Business Response

  Date: 04/15/2025

  responded to customer by mail and email on 04/14, please allow sufficient time for receipt of letter.

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In late 2022 I missed a mortgage payment due to change of employment and illness. My mistake. I acknowledged my credit would take a hit and immediately paid the past due as well as the next month's balance. However due to ONE missed payment PHH Mortgage has reported my account as being late for ALL of 2023 which is incorrect. After the one missed payment all past due was paid and all payments have been made on time since. This inaccurate reporting is hurting my credit score. I have disputed repeatedly and even went so far as to have my bank do research to prove that the payments were made each month of 2023. *** still insists on reporting the account incorrectly. I want the credit reporting corrected to show the correct information which was on time payments for 2023 NOT 30 days late the whole year which they still insist is the case. Have tried repeated disputes and no assistance.

  Business Response

  Date: 04/09/2025

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

  Customer Answer

  Date: 04/23/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  From: ****************************************************************************************** <******************************************************************************************>
  Sent: Tuesday, April 22, 2025 5:43 PM
  To: ********************************************************************************************************
  Subject: Message from ************************

   

  This is in regards to complaint #********. You all closed my complaint and reported that PHH Mortgage contacted me to satisfy the complaint, but they have not. I have received no documentation nor other correspondence from them except for a mass-produced form letter explaining how they report credit. The business has made no effort or outreach to correct the credit reporting errors I complained about. Please do not close this complaint. I only today saw your email because I have been away from my computer due to family illness and travel. *** has done NOTHING to resolve the complaint except send a form letter.

  Sent from ********* ****** (********************************************************************)

  
  
  

  
  
  Regards,
  
  ********* ******

  Business Response

  Date: 05/02/2025

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

• Initial Complaint

  Date:03/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am a single father and I lost my job in December 2024 so I contacted my creditors to find out if there were any programs available that would not affect my credit score but that I could postpone my payments by a few months. I called PHH mortgage on December 6th when I lost my job (due partially to hurricane ******) and at that point I had never missed a mortgage payment. I was told that they would review my account and would contact me if I am eligible for any assistance, that my credit score would not be impacted, and that I should disregard any late notices.I received a letter with the instruction of the program so in February and March 2025 I made payments toward the mortgage as agreed upon. Three weeks ago I received a notification that my credit score change so when I checked and it dropped from a 770 to a 600. I looked at the details and PHH mortgage marked my account delinquent with the note ""paying under partial or modified agreement. I called PHH right away and they do not have anyone that can resolve an issue when called, they simply have note takers that inform you that you will receive a letter in the mail with a response to your ******** of today I have not received a response from PHH other than a letter after my first inquiry that states this is how they report the situation to the credit bureaus, I called back and informed them that I was given inaccurate information since I would never agree to enter a payment plan that would affect my credit score in any way.I am now in the process of buying another home but I cannot with my current credit score, *** is the last company I would use to service my mortgage. They have representatives that lie and no one is accountable for the information they provide. I have two vehicles loans, I contacted the two separate companies and they were able to move two payments forward without any impact to my credit score in a time of need.

  Business Response

  Date: 04/06/2025

  Responded to the customer by mail and email on April 1, 2025, please allow sufficient time for receipt of letter.

• Initial Complaint

  Date:03/12/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am not liable for the debt with PHH Mortgage Services, I do not have a contract with PHH Mortgage Services and they did not provide me with the original contract as requested.

  Business Response

  Date: 03/21/2025

  responded to customer by mail and email on 03/21, please allow sufficient time for receipt of letter.

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In December 2024, I requested an appraisal to be done on my home to prove that I have the equity required to remove PMI from my mortgage.
  
  The appraisal was submitted and denied within a few days. It was denied due to not meeting the value, but they neglected to valuate my basement on the assessment. On the appraisal, there are other homes with the same sized basements, that hold a value of $20k (the basement). This was not included in my assessment, had it been (which it should have been - there are photos of my basement in the assessment), then I'd be well-over the required LTV ratio to remove PMI.
  
  I have been in contact with PHH for the last 10-weeks, trying to understand why/how this is happening to get resolution and remove my PMI. They denied my claim within days, but takes 10-weeks to resolve when not in their favor?
  
  My dispute was assigned to an escalation manager (Kimberlee) whom I have yet to talk to (been at least 6-weeks). I have OTHER people from PHH telling me that Kimberlee has tried contacting me multiples times, and has left voicemails - I have no proof of that in my phone records (I confirmed they have the correct number). Her voicemail clearly states that she'd get back to me in 24-48 business hours, but its been 6-weeks (terrible customer service).
  
  NOW, they are requiring another appraisal on my home, which is further disrupting my schedule/life. Nothing's changed in my home from the original appraisal 2-months ago - why the need for another?
  
  At this point, I can't help but feel they are kicking this along to get more money out of me (unnecessarily). I cannot submit for financial hardship due to my annual income, and they continue to take my money through PMI and are not putting my best interest first - I just want this resolved in fairness.
  
  Call records:
  12/6/24 - Laarni
  1/2/25 - Ana
  1/15/25 - Maike
  1/31/25 - Monique
  2/13/25 - Dale
  2/24/25 - Melchor

  Business Response

  Date: 03/13/2025

  responded to customer by mail and
  email on 03/12, please allow sufficient time for receipt of letter.
  

  Customer Answer

  Date: 03/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The correction from PHH Mortgage Services simply explains the steps they are continuing to take to try and rectify the issue. 

  On 3/8/25, they sent someone to appraise the home (for the second time). A few days later, I received an email about them "reordering the Broker's Price Opinion". 

  The measures in their response did not correct this issue, all it did was explain what I've already elaborated on and they continue to kick the issue down the road. 

  
  
  
  Regards,
  
  
  
  ******* *****

  Business Response

  Date: 03/24/2025

  Responded
  to the customer by mail and email on March 22, 2025, please allow sufficient
  time for receipt of letter.

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 requested a manager in a higher position or underwriter. I have been teaching out over 3 months with no help. I am receiving half information. I completed the package incorrectly and only one person after more 5 calls was helpful. Her name was Lisa. She walked me through completing the package correctly as they read my package wrong and didn't care to teach out for clarification only to deny assistance. Then after the package was updated I get a call from Rohini saying I was going to be denied again and yet she couldn't give me any reason. I'm asking for help as my income dropped over 12,000 dollars last year and things are getting rough. How do you tell someone they are denied with no reason. Even the first time that I was denied in January, the letter provide incorrect information several times. Instead if looking at their process to make sure my account was viewed correctly, they eventually sent me a letter with some what of a corrected response for the denial. I'm asking for a little help to make my mortgage affordable considering everything. No one is helpful, however they are very apologetic which doesn't help. Do better. You say you want to help, actually help.

  Business Response

  Date: 03/11/2025

  Responded
  to the customer by mail and email on March 11, 2025, please allow sufficient
  time for receipt of letter.

  Customer Answer

  Date: 03/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I have reached out on several occasions to the respondent and cannot get clear details on how I can become eligible in addition, when I ask for a supervisor or someone in the department that processes a modification, I do not actually get a supervisor. The one time someone tried to come to the line as a supervisor, she was not knowledgeable at all. The only person that has been of any decent assistance and was great is a young lady named Lisa. I have asked to speak to someone who is aware of the situation and actually trying to help. I get the same answers each time with no great detail for understanding on how I can move forward. They selected not to place the response with BBB as they are really full of it. They say they are trying to help and not. I am on the verge of being delinquent 90 days in which I was trying to avoid. I even told my relationship manager I was open to a payment plan and have heard nothing else. All I want to do is keep the home and have an affordable payment considering everything that is happening in his here world. I will submit another application for a modification by the end of the week.
  
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 03/23/2025

  Responded
  to the customer by mail and email on March 21, 2025, please allow sufficient
  time for receipt of letter.

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On Jan 16, 2025 I mailed in check for a reverse mortgage payment. As of Feb ****** and multiple calls to the company I am told they can't find check. The money has not come out and at 89 years old I think I am allowed to know why. And not told I can send another check if I like.

  Business Response

  Date: 02/10/2025

  Responded to customer by mail and email on 02/********* allow sufficient time for receipt of letter.

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 call center agent won't take a request to seek and send information in response to a letter sent by the PHH to me.
  
  Background: PHH sent me a letter that I don't need H06 insurance and that is covered by ****** ***** ******* This looks incorrect since other condo owner have H06 and what PHH says is not consistent. In the letter the only way to contact is a phone number, thus landing to the call center. The agent sent me on a run around and won't take my request to forward to the correct department who sent me the letter to find and point out where in ****** ***** ****** does it list that H06 is not needed.
  
  Date of call: 2/5/2025
  Agent info: Renuka S; # *****
  My account number: **********
  Letter sender : 'Insurance Department ***** ****

  Business Response

  Date: 02/14/2025

  responded to customer by mail and
  email on 02/13,
  please allow sufficient time for receipt of letter.

  Customer Answer

  Date: 02/17/2025

  [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:01/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Back in September I went into forbearance with my mortgage company and then submitted paperwork for a loan modification. I was in forbearance until end of December 2024. I started making payments into a trial period in which I had three months to make payments to be able to do my loan modification. I called into the center in December right before my January payment was due to ask what needed to be paid because I keep seeing more in my suspense then I thought I paid. I spoke to a representative who told me I only had to pay 1533 to finish my January payment which I did. I then received a call from PHH mortgage who in turn told me I was short 792 for January. I explained to him I called and asked and was told the wrong information. I asked if it would be alright for me to pay it on the 16th when I get paid he said that fine. So a couple days later I get an alert that *** reported my account 60 days past due. None of my paperwork states they would report my account while in the trial period for the loan modification none of this was explained or in my paperwork. So no my credit is not reported accurately. What is the whole part of working with me to s**** me. I initially asked for the money to be moved to the end of my loan which was have brought me back up to date but prolonged the loan. This company is not helping customers that come to them months ahead of time to avoid it getting here.

  Business Response

  Date: 01/31/2025

  responded to customer by mail and email on 1/********* allow sufficient time for receipt of letter.

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 sister lived at her property for 23? Plus years buying the property and they kept *** doing modifications making it higher and higher tripled the insurance and NEVER paid for no claims turned in!!she paid lump sums on a36.000 foreclosure house over 23 yrs ago only for them to auction it off after her death putting her children out she had her title and they some how managed to get it back

  Business Response

  Date: 01/16/2025

  Thank you for your feedback. We need further information to address your concern.

  Please contact us at ***************************************************************************** or call at ************ for further assistance.
  If your feedback relates to a Reverse mortgage, please contact our Reverse team at ************ or *******************************************.