Pennsylvania Housing Finance Agency (PHFA) N Front St, Harrisburg

I received multiple calls about a late payment (by a very rude lady). So I continue to check my bank account and it said it was paid. On my end my bank statement said it was. Then called and talk to a gentleman who was having trouble locating the problem. When he did said it was something with escrow and not enough money in it so caused my payments to be behind. So after finding out it was actually behind I paid it that day. Only to look at my credit report a few days later and see that they reported it and destroyed my score by a 100 points!! Very upset because this could of been avoided but there payments never come out on time and I can't get ahold of someone half the time. I am going to dispute it and hopefully can right this.

Literally the worst customer service I've ever encountered. One customer service rep actually hung up on me and didn't enter any notes for the next person to take care of me. I assume he didn't enter any notes so he wouldn't get caught when I brought this up to the next rep. Another time when I tried calling about an issue with this company not paying my taxes through my escrow, I simply asked for some documentation as to where that money went, and the rep got nasty with me and said we have no documentation with me and immediately forwarded me to someone's voicemail. He basically hung up on me by passing the buck on to someone else with no explanation on what he was doing. What kind of lending institution doesn't have any record of what they do with your money? That's a crime. This place is terrible and would not recommend giving them a single cent of your hard earned cash.

You know it’s really unfortunate how companies like this treat people. I absolutely cannot get any and I mean any kind of assistance from this organization because they either don’t offer this or they don’t offer that. People are in unfair circumstances out of their control and they do not have the compassion to offer anything. All I’ve seen are pretty offers to draw new customers in but existing customers gets nothing. Please do not comment back to me about who I should call to try and get this resolved because I’ve already done that numerous times and get the same “resolution” we can’t help you!!!

PHFA has been my lender for the last 15 years and I've seen very few advances of self-service options, i.e. still no APP. They switch to a new website every few years making users go through a grooling registration process only to find it more klunky than the last. The newest website launched late Dec 2021, is non-functional when accessing on a smartphone. It shows my balance and other info, but I can't read correspondence, make a payment or anything else I need to manage my account from my phone. I have to drag out my laptop to pay my bill. Auto-pay would solve a lot of these frustrations, but I sometimes need the grace period to get my payment in. Also, EFT is the only form of payment they accept on the site and takes 3-5 days to process. Speaking of payments, borrowers can't make split payments to save on interest costs. If I pay half of my note mid -month the money isn't applied to the loan, it sits in a bucket until the other half is received. This is aother road block for borrowers trying to save money and secure their financial future. PHFA is supposed to help first-time home buyers achieve home ownership. They helped me obtain it, but maintaining it is a nightmare. I've never refinanced, but these issues are enough to send me packing!

Awful. Since they began working from home no one does anything. Good luck even getting through via phone. When I was able to speak to someone they sounded greatly bothered by me needing assistance. I needed a payoff statement and that never happened. No one reads emails or requests there. Dustin in the payoff department doesn’t do his job. They also provided misinformation to my bank saying I can request a payoff online and get that information immediately. This was false. I have been trying to refinance now for 2 months. The day I get my loan out of here will be a happy day. Look elsewhere!

Horrible customer service. I have been trying for three days to make my mortgage payment on the new payment portal, and it will not let me enter my payment. I called and got disconnected several times, and then put into a generic voicemail. Here is a thought PHFA if you roll out a new system for people to manage their account, you should have people answering the phone a little later than 5pm.

My experience with this whole experience has been horrible I got hooked up with a lender that told me that I don’t qualify because of income after months of working with them when I should have been told that in the beginning now I have wasted time with this and now I’m at the point where I’m not going to be able to get a home nothing was made some what clear as of today so many unanswered questions it’s not fair to give people false hope

Sent in my mortgage payment for December and it was never received. They send you multiple notices in the mail telling you it wasn’t received but fail to mention that there has been an issue with them receiving payments from many customers for December. So when the January invoice came showing that both December and January are owed, I sent in a check for two months mortgage. Wait a week to see if they got that check and find out they got my December payment and deducted it from my account. Now I have to pay $35 to the bank to stop payment on the second check I sent so that my account isn’t overdrafted. They call you all day long from numbers you can’t call back leaving a voicemail that you can’t hear or understand. Their hours are only during the normal work day so you can’t call them before or after work to sort things out. Gotta call them during work (my boss was thrilled) only for them to tell me that there is nothing they can do. Now I’m stuck with paying the stop payment fee and I am forced to create an online account on their terrible website which I never wanted to do in order to pay January’s mortgage on time since it’s too late in the month to send them ANOTHER check. If you have the resources to hound a customer about the missing payment you should have the resources to let that customer know that they are experiencing issues with receiving payments so the customer doesn’t have to jump through hoops to sort out an issue ON PHFA’s END!

I've been with PHFA for 20 years and I can honestly say that I've never had any trouble with them. They've never sold my mortgage, which is how I came to them in he first place. They've been professional and helpful. I do wish that they had a VA refi option with cash back though and I miss the old online system, which was must more user than friendly than the current app they have. I guess someone's nephew needed a gig writing code and we just got the short stick on that one. But other than those issues...ACES! I'd recommend them to anyone looking for an honest mortgage company.

Honestly, I have been with this company since 2013. I have never ran into any problems. I pay my mortgage on time every month and my property taxes in escrow are always sent to the proper place by the due date. Very timely. The one time that I did need to call regarding my mip, I was able to get someone on the phone pretty quickly! The agent was not necessarily friendly but was professional and did her job! My question got answered. My only complaint is that I don't like the new customer online portal but it still gets the job done of paying my bill.