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PHH Mortgage Services complaints

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1 Mortgage Way
Mount Laurel, NJ 08054 | Get Directions

(800) 449-8767

http://www.phhmortgage.com

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Total Amount in Dispute:
$100,580.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to some complaints. However, most complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.
However, the company failed to respond to one complaint.

Complaint Closing Statistics

3 complaints against PHH Mortgage Services closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

3 complaints against PHH Mortgage Services

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11/24/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $100,000.00 Amount Settled: $0.00

Customer Complaint

10/15/2024

My mother had a reverse mortgage against her home with this company. My name is not on the deed or the reverse mortgage. They have harassed me for 3 years. My mother and I were estranged and she is now dead. I have asked them to stop calling me and submitted 2 requests in writing. They continue to harass me. I should not be receiving these calls as my name is not on anything, she did not leave a will, i am not her estate executor. Please make them stop calling me. Resolution Sought Please have them stop calling me.

Company Response

11/7/2024

We are unable to locate the account with the information provided. In order for us to research further we would request you to provide us with a valid account number, accountholders name, authorization, property address and/any relevant documentation reflecting the mortgage servicer information along wth the reference ID number. For any questions regarding the account or this issue, please contact us at 800-449-8767.

Customer Rebuttal

11/9/2024

My mother is dead. You sent me information advising you are foreclosing on her home - which is fine, I do not want it or anything to do with it; I am not on the deed, the reverse mortgage, there's no will and I am not the executor; but even in all the paperwork you sent me, you block out the information you are asking for. Please do not call 518 *** 5368 any more as the person you are trying to contact (CHERYL KACZMAREK) passed away on 08/09/2024. I do not have an account number. I have the following: Index# on the foreclosure document: 2024-2074 Mortgage Assets Management LLC FKA Reverse Mortage Solutions Inc

9/30/2024

RESPONSE: Complaint was not answered Amount in Dispute: $500.00 Amount Settled: $0.00

Customer Complaint

9/4/2024

PHH mortgage destroyed my credit for next 3 to 7 years. I was crippled for life walk very little from a drunk driver. Lost job , retirement, vet pay cut to 500.00 PHH relationship managers said I could sell my home . Late monthly pays could be moved to end of loan and no foreclosure started . April PHH had all new info on new buyers . I ask for anything I needed to do to authorize PHH to give out account info. PHH said they have new buyer info and nothing was needed from me. A month goes buy and sale is not moving forward . I ask PHH what is happening to sale . They said buyers didn't get my authorization or payoff quote. Then PHH say I have to get authorization from PHH to give out account info. So I have given PHH a written authorization to give payoff and all account info to new buyers . I ask relationship managers if the monthly payments are being moved to the back of loan and there was no foreclosure to start if the account is sold and paid in full. I had to ask 4 or 5 times for a new payoff quote and ask were the monthly payments being moved to back of loan and there was no foreclosure started . PHH had every person , phone number, and agency trying to complete the payoff of account 0705799757 . The account was all set up to be paid off on July 1st. PHH said I had to get a new payoff quote (#4 ?) PHH said it will be two weeks to get a new quote ( they had just do me 3 quotes previously). Again I ask about payments if still going to back of loan and no f c. Resolution Sought I'm 74 years old. Do you me selling home PHH filed late pays and started a foreclosure on 8/5/24 when PHH said they would not file. PHH stopped foreclosure 7/10/24 when acct paid in full. Latest and FC I'm homeless for 3 to 7 years. I have to sell everything and join the homeless. No one will help with their CS filing.

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