Complaint Review: PHH Mortgage / via H S B C

PHH Mortgage who services mortgages for HSBC and often refers to themselves as Mortgage Service Center is absolutely the WORST "customer service" experience I have ever had. On April 3, 2015 I made my monthly mortgage payment of $868. The rep. that took the call ran my payment twice!! I found this out when I looked at my checking account statement online on 4-7-15. I immediately called PHH and at their request emailed them my bank statement immediately. I talked to them again on the same day after they confirmed receiving the email from me and was told that they were going to overnight me a check on Wednesday April 8th and would receive it on the 9th. On Wednesday the 8th, instead of doing what they said, they called me to inform me that they needed a letter from my bank stating that the bank was not going to reverse the funds..... even though the statement I sent them reflected they had already paid them the money!! My thoughts on this matter is this. WHY SHOULD I HAVE TO JUMP THROUGH HOOPS TO GET MY MONEY BACK???

To make a long story short, my bank ended up being contact by PHH by phone instead of the 5 day long wait it would have taken to get the letter,  and over a 3 day span, my wife spent a total of 17 hours on the phone of which 8 hours was hold time, and add to that another 13 hours of wait time for people at PHH to call back with info. REDICULOUS!!

During that time span, on April 9th, PHH told us they would be sending the check of $868 that day, as well as the $38.50 my bank had charged for the overdraft that was caused by all this. That being said, another whole day was wasted on April 10th waiting for the check that never came. On Friday the 10th at 4:00 in the afternoon, PHH called us to tell us once again that the check was not sent because they needed a letter from the bank!

At this point I was beside irate. Only after telling them that I had been in contact with the attourney generals office of the State of New York (which I had--still pending), did they finally relent and overnight our check on the 10th and we now have the $868 back in our hands on 4-11-15. HOWEVER, they still have not sent the $38.50 they said they were going to us to compensate for the NSF charge by our bank.

BUYER BEWARE: PHH Mortage Service Center should not be allowed to use the word service in their name.