Pennsylvania Housing Finance Agency (PHFA)

Unfortunately I have had a mortgage with this company for 10 years now and they have been absolutely terrible to deal with. Both times I went on maternity leave and fell behind on my mortgage (by 2-3 payments) they refused to take any payments from me, (I offered to at least pay on the interest) unless it was the full amount. They were SO rude to me via telephone every time they called. This most recent time I went on maternity lelave I knew that my son was coming early so I called to make arrangements knowing I'd be out on leave earlier than I had expected. They told me to complete an application for a Loan Modification Agreement. I immediately did so and the first time they said it was returned "incomplete," but could not tell me exactly what was missing. I again had to gather all the information for them (new bank statements, pay stubs, tax retunrs, etc) and after 60+ days (after already being turned into the credit bureau by them as "delinquent" mind you) I finally received a notice that I was denied. Their reason stated that I could afford my monthly payment if my spending was not "excessive." Who they are to determine whether or not my monthly household expenses are extensive is beyond me. I followed every single instruction given to me by them in an effort to do the right thing and make payment arrangements, yet I was harassed and treated like a criminal for the SECOND time by this agency. And why they are allowed to hound you daily by phone and email when a loan modification agreement has already been submitted is beyond me. Their best explanation was that they're "two different departments." I don't know any successful businesses that runs without communication among departments, so that might be somewhere they can start to fix their absolute mess of the way they operate. If I didn't plan on moving in the near future I would refinance immediately with another lender just to be done with this company. I've never experienced such awful customer service and non compassion in my 36 years on this Earth. Do yourself a favor and bank with ANYONE except them. Otherwise, I can guarantee that you that you'll be sorry.
1 9 years ago (02-09-2017)

Worst customer service ever!
1 9 years ago (26-09-2017)