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PHH Mortgage is handling our HSBC loan - all the paperwork says HSBC but it's PHH's number on the HSBC letterhead. They have an auto-dialler that rings 10-12 times a day; half the time there is no one there when I pick up.

It's endlessly infuriating to try to get an answer about anything. They say they'll fix an error but then don't. I'll hang up from talking with an agent and then get a call from other one minutes later, to hound me for a payment I've already made but they haven't applied properly.

They are so disorganized like that. Then they offer referral to a credit support agency - the irony is that I have no problem paying my mortgage; it appears they have the problem accepting the payment (either they'll get it and apply it incorrectly, or they have lost payments that BoA shows as processed.) I can't list all the endless frustrations.

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

PHH Mortgage Cons: Policies and procedures, Incompetant staff, Auto-dialler phoning me endlessly, Lack of accurate information.

Location: Falls Church, Virginia

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