PHH Mortgage

Chuck Forbes

If I could give them a negative number of stars I would. This is the company that OCWEN Mortgage bought and then transferred all the OCWEN clients to. I have speculations on why, but I will not go there on this post. They now send all their calls to India and I primarily use InnoCaptions on my cell phone to make calls. This is a computerized captioning service and is usually OK if the person I am talking to speaks clearly and concise. Well it is an English based speech to text program, so it has problems with accents. When I asked the customer service representative to transfer me to a native English speaker, they get VERY rude. After being transferred to three or four “supervisors” and asking if there is a way to speak to someone in the United States you will finally get transferred to someone in New Jersey. Where you must start all over again. I finally get to ask my question and find out the answer is not in my favor (it is what it is, and I’ll live, it’s not a big issue). I also find out that they have not tried to contact me when the answer was a negative to my request. They had not tried to call me, not email, and no old-fashioned mail. Nothing just left me hanging and the people I was getting in India never once informed me the answer was “No”. I must assume there was not anything in my file saying the request had been reviewed and the answer was “No”. It took me 2 hours and 14 minutes to get an answer that I should have gotten in just a few minutes if they had a number for the Deaf/deaf/HOH to call someone who is trained in communicating the Deaf/deaf/HOH. Overall, I think a hearing person would not have had the issues in communicating with PHH Mortgage. As a Deaf/deaf/HOH person it was a HUGE CHORE. All I was trying to do was to set up Automatic Bi-Monthly Payments and all my other creditors, including the former OCWEN (Current owner of PHH Mortgage) have this online and available to do online. I set up my weekly payment with OCWEN online.

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