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Frequently Asked Questions

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You can speak with a Customer Service representative in a language other than English, or get a verbal translation of any correspondence.

For New York City customers, translations and descriptions of commonly-used debt collection terms are available in multiple languages on the New York City Department of Consumer Affairs website, www.nyc.gov/dca.

We are committed to providing world-class customer service at your convenience. We welcome your comments and questions regarding our website and our mortgage services.

Customer Service: 1-800-449-8767
Monday through Friday, 8:00 am to 9:00 pm Eastern Time and Saturday, 8:00 am to 5:00 pm Eastern Time.

Collections: 1-800-330-0423
Monday through Friday, 8:00 am to 9:00 pm Eastern Time and Saturday, 8:00 am to 5:00 pm Eastern Time.

Please note that the above hours may vary without notice.

Visit our "Contact Us" page for more options.

If you are not satisfied with any aspect of the servicing of your account, please contact our Customer Service Department at 1-800-449-8767

If you are unsatisfied with your response from our Customer Service Department, please use the address below and include your name, account number, property address and a statement of either the information you are requesting or the error you believe has occurred.

PHH Mortgage Services
PO Box 66002
Lawrenceville, NJ 08648

New York Property Owners: You can also file complaints about your servicer with the New York State Department of Financial Services. You can obtain further information from the New York State Department of Financial Services by calling the Department's Consumer Assistance Unit at 1-800-342-3736 or by visiting the Department's website at www.dfs.ny.gov.

If you wish to request information or let us know of an error relating to the servicing of your mortgage loan, please use the address below and include your name, account number, property address and a statement of either the information you are requesting or the error you believe has occurred.

PHH Mortgage Services
PO Box 24695
West Palm Beach, FL  33416

If a financial hardship is affecting your ability to make your mortgage payments, we are here to help. PHH is The Leader in Loss Mitigation!® . Our specialists will review your situation and determine the best available assistance option for you. This assistance could include any of the following:
 
Repayment
Forbearance
Loan modification
Short sale or pre-foreclosure sale
Deed in lieu of foreclosure
Partial claim
 

If you've experienced a financial hardship. Click here to be taken to our Homeowner's Assistance page to get started. 

A Mortgage Assistance Application can also be completed by contacting our Customer Care Center toll-free at 1-800-449-8767, Monday through Friday, 8:00 am to 9:00 pm EST and Saturday 8:00 am to 5:00 pm EST.

 

Click here to learn more about our assistance options or visit www.fanniemae.com for additional information.
 

You have a few options to get started.
 
Option 1: Online
 

If you've experienced a financial hardship.
 
Click here to be taken to our Homeowner's Assistance page to get started. 


Option 2: By Mail
You can also complete the Mortgage Assistance Application and send it by mail. The application requests your current income and expenses and the reason for your hardship to help us determine the best available option.
 
Click here to print the Mortgage Assistance Application.
 
Option 3: By Phone
To start the mortgage assistance review with one of our agents, call us at 1-800-449-8767.

An escrow account is money we set aside to pay expenses related to your mortgage, like property taxes and homeowner's insurance. We break these expenses into monthly installments and add them to your mortgage payment. When your property tax and insurance bills are due, we pay them on your behalf from your escrow account.  Learn more in our Escrow Education Center.

An escrow analysis is typically performed annually, to ensure sufficient funds are being collected to avoid escrow shortages and overages. However, off-schedule analyses are also performed to ensure sufficient funds are available. Any increase or decrease to your annual property taxes and/or insurance premiums may cause your mortgage payment amount to change. We provide details of your analysis in the Escrow Account Statement. For more information, visit the Escrow Education Center.

The Real Estate Settlement Procedures Act (RESPA) is a federal law that dictates how lenders establish and maintain escrow accounts. Some states also have escrow account regulations for homeowners in the state. If your state does not have its own regulations, your escrow account is governed by RESPA. Learn more in our Escrow Education Center.

You may make an escrow deposit of any amount by mail. If your account is current, you can also make an escrow deposit through our pay by phone service or on our website. Fees may apply when making an escrow deposit by phone or online. 

To pay online, log in to your account on MortgageQuestions.com and click the Payment button at the top of the screen.

If you are sending an escrow deposit by mail, make sure to write the account number on the check and write “Escrow Application" on the memo line. Send the check or money order to:

PHH Mortgage Services
PO Box 371867
Pittsburgh PA 15250-7867

For overnight mail, send the check or money order to:

PHH Mortgage Services
Attn: 371867
500 Ross Street 15-0470
Pittsburgh, PA 15250

Learn more in our Escrow Education Center.

If the account is current and not in bankruptcy at the time of the analysis and the surplus is less than $49.00, we use the surplus to lower the monthly escrow payment. If the surplus is $49.00 or more, we refund the surplus. We will send a check within 30 days of completing the escrow analysis.

If the account is in bankrupty or is not current at the time of the analysis, the surplus stays in the escrow account until the next escrow analysis. Learn more in our Escrow Education Center.

After we make any required escrow disbursements, we will refund the remaining escrow balance. We will send the refund check to the mailing address on file. Please allow 20 business days to receive the refund check. Learn more in our Escrow Education Center.

To request removal of the escrow account, complete this form and return it to us by email or mail. Once we receive your request, we will review and notify you in writing if the account meets the eligibility criteria to have the escrow account removed. Please continue to make the escrow payment until you receive confirmation of the escrow account removal.  Learn more in our Escrow Education Center.

You can request to set up an escrow account to pay both taxes and insurance, or only taxes or only insurance.   
To request an escrow account, email us at customercare@mortgagefamily.com with a copy of your current annual insurance premium notice and/or tax statements. Please specify in your email if you would like to set up escrow for only taxes, insurance, or both. This will help us review your request appropriately.
 
Next Steps:
 
When we receive your request, we review the account to determine eligibility to set up an escrow account. If the request is approved, we will send you an initial escrow disclosure letter. This letter gives a breakdown of the initial deposit required to set up the account and instructions to submit the deposit. When we receive your deposit, we will create the escrow account and add the escrow payment to your regular monthly payment. If your request for an escrow account is denied, we will send a denial letter with details.
 
Please allow 14 business days to process the request.

Please note if you have taxes / insurance due within 60 days of your escrow set up request, please continue to pay the amount due.

For any questions about your insurance policy information, please contact our Insurance Department at 1-888-882-1855. They are available Monday through Friday from 8:00 am to 9:00 pm ET and Saturday from 8:00 am to 5:00 pm ET.

If you have any questions about your insurance policy, please contact our Insurance Department directly at 1-888-882-1855. They are available Monday through Friday from 8:00 am to 9:00 pm and Saturday from 8:00 am to 5:00 pm, Eastern Time.

The Federal Emergency Management Agency (FEMA) publishes a Flood Insurance Rate Map. A change in the flood zone determination for your community indicated that the property lies on a flood plain.

Flood insurance requirements are established by the Federal Deposit Insurance Corporation (FDIC). 

For specific information about your flood insurance coverage, please contact our Insurance Department directly at 1-888-882-1855. They are available Monday through Friday from 8:00 am to 9:00 pm and Saturday from 8:00 am to 5:00 pm, Eastern Time.

Yes; if the account is escrowed for insurance and your new insurance provider notifies us of a new policy with an amount due, we will disburse the premium from the escrow account. 

You are responsible for cancelling your previous insurance policy. If you receive a refund from the previous carrier, send it to us to apply to your escrow account. 

You can upload the insurance policy information to our MyCoverage website here or email it to MortgageFamily@MyCoverageInfo.com. You can also fax the information to 1-937-525-4210.

Your house may be above the base flood elevation (flood level). If this is the case, you may want to file a Letter Of Map Amendment or Revision (LOMA/LOMR) with the Federal Emergency Management Agency (FEMA). While FEMA reviews the LOMA/LOMR, flood insurance is still required. If FEMA approves the LOMA/LOMR, you may not be required to maintain flood insurance or your premium may be reduced.

Please note that if the property is in an "A" or "V" zone, flood insurance is required regardless of the elevation of the property.

If the property is in an "A" or "V" zone, flood insurance is required regardless of the elevation of the property. 

If the property is not in an "A" or "V" zone, you may use elevation information to file a Letter Of Map Amendment or Revision (LOMA/LOMR) with the Federal Emergency Management Agency (FEMA). While FEMA reviews the LOMA/LOMR, flood insurance is still required. If FEMA approves the LOMA/LOMR, you may not be required to maintain flood insurance or your premium may be reduced.

To file a LOMA/LOMR, contact your city hall, tax assessor or zoning and planning office. You may also contact the Federal Emergency Management Agency (FEMA) at 1-800-638-6620.

Flood insurance requirements are established by the Federal Deposit Insurance Corporation (FDIC). 

For specific information about your flood insurance coverage, please contact our Insurance Department directly at 1-888-882-1855. They are available Monday through Friday from 8:00 am to 9:00 pm and Saturday from 8:00 am to 5:00 pm, Eastern Time.

When a property is damaged by a natural disaster (fire, hurricane, etc.), the insurance company will inspect the property and issue a check to cover damages. This check is made payable to both the homeowner and PHH. You must notify us of any such property damage.

If you have filed a hazard claim and received a loss draft check, please contact our Loss Draft Department directly at 1-888-882-1815. They are available Monday through Friday from 8:00 am to 9:00 pm and Saturday from 8:00 am to 5:00 pm, Eastern Time.

If you are a new user to mortgagequestions.com, you should go through the registration steps first to access your account. The registration is one-time process. Once you are registered, you can login every time using the credentials created while registration. Click here to get started with registering your account today.
 

Yes, the website now allows users to register with either a Social Security Number, or EIN/TIN Number. On the registration screen, under Find Your Account - simply select the type of identification you would like to register with and enter it in the required field. Please call us for assistance if you need assistance with this step.
 

If you are already registered and using the website, the same username and password will work on the mobile app. If you have not logged in before, you will need to register. You can do this on the website or the mobile app. 

Currently, our website will allow the borrower and co-borrower to register online. If you are a 3rd or 4th borrower listed on the loan, you would not be able to create an online account at this time. 

 

If all the loans are all subserviced by the same company, once you register any loan, all the loans will automatically appear in the list of loans after login. (see upper right corner of the dashboard).
 
If the loans are subserviced by different companies, the loans will need to be registered separately. Please register them one at a time and access them separately.
 
 

You can choose your phone number for account verification/access. After logging in, you can change your email address anytime. Click on Account Management at the top of the screen, then choose Account Settings to update your email address.
 

Multiple incorrect login attempts may lock your account. Click here to login - and choose 'Forgot password.' Provide the username, Social Security Number and the registered email address. You will receive a temporary password through the email address on file.

Login using the temporary password and existing username. On the next 'Change Password' page - input the temporary password as the 'Old password' and create a new password with below requirements:
- Must be 8 to 30 characters
- Must use upper- and lower-case letters
- Must include at least one number
- Must include at least one of the following special characters (!#$%()^*@!)"
- Must not include username
 

Our website uses standard https authentication and security protocols that are widely used in many websites for the security and privacy of your data. The Social Security Number is only required once, when registering for hte first-time. It does not have to be entered every time for login after that.
 

First, make sure that you are registered on website.  If registered, be sure you are entering the credentials correctly with case sensitivity and no extra spaces before/after the username or password.

If you are still not able to login, then try resetting username and password by following these steps:

To recover the username:
Go to the login page, then choose 'Forgot Username.' Provide the Social Security Number and the registered email address. You will receive your username through the email address on file.

To reset the password:
Go to the login page,  then choose 'Forgot password.' Provide the username, Social Security Number and the registered email address. You will receive a temporary password through the email address on file. Login using the temporary password and existing username. On the next 'Change Password' page - input the temporary password as the 'Old password' and create a new password with below requirements:
- Must be 8 to 30 characters
- Must use upper- and lower-case letters
- Must include at least one number
- Must include at least one of the following special characters (!#$%()^*@!)
- Must not include username

First, please make sure that you are using a valid email address or please opt to use Voice/SMS to receive the  verification code instead. When using a Voice/SMS phone number for verification, please make sure that you are using a valid US phone number or please choose email instead to receive the verification code.
 

Please make sure that you are registering for the first time. If you have received the error message- -‘ There is an account already created’, then you are holding an account already.

If you are not able to login with existing credentials, you should try resetting password/username as follows:
 
To recover the username:
On the login page, click on 'Forgot Username.' Provide the Social Security Number and the registered email address. The User will receive their username through the email address provided.
 
To reset the password:

On the login page, click on 'Forgot password.' Provide the username, Social Security Number and the registered email address. The User will receive a temporary password through the email address provided. Login using the temporary password and existing username. On the next 'Change Password' page - input the temporary password as the 'Old password' and create a new password with below requirements:
- Must be 8 to 30 characters
- Must use upper- and lower-case letters
- Must include at least one number
- Must include at least one of the following special characters (!#$%()^*@!)
- Must not include username

If the loan is in Foreclosure or delinquent for more than 10 months, you would not be able to access the account details after registration. Certain loans will have limited access, and our agents can better assist you over the phone. Please contact our customer support team for further assistance.

For security purposes, if you are accessing the account from a new device or new browser website might ask for verify your account before login. Please opt for convenient way to receive verification code to confirm your access and enjoy this added security feature.

Yes, if you have an international phone number, you can still register on the website. However, please choose to verify your account using your email address instead of the international phone number.

Autopay is the easiest way to pay.  Just set it, forget it, and you could save money. We have several Autopay options. Click here to learn more about each one and how to enroll.  For other ways to pay your mortgage, click here. 

Yes, you can overnight a payment to:

Payment Processing
PO Box 94087
5505 N. Cumberland Ave. Suite 307
Chicago, IL 60656

Yes. You can make a payment 24 hours a day, 7 days a week online or using our automated phone system at 1-800-449-8767. There may be a fee to process a payment. There is no fee to pay online if you're signed up for paperless statements. All payments processed by 11:59 PM ET will reflect on the account on the date the payment was made.

You can mail a mortgage or HELOC payment to the assigned processing center listed below:

Mortgage
Payment Processing
PO Box 94087
Palatine, IL 60094-4087

HELOC
Payment Processing
PO Box 0055
Palatine, IL 60055-0055

Payments will draft from your bank account on the date included in the confirmation letter we sent when you set up Autopay. If your scheduled draft falls on a weekend or holiday, your payment will draft on the next business day.

Yes. Additional principal payments can be drafted on each draft along with your regular payment. 

You can also schedule a one-time principal payment after your regular draft by visiting the Make a Payment section under Payment. The amount will automatically draft from your bank account. You can also make additional principal payments by check. You can mail a mortgage or HELOC additional principal payment to the assigned processing center listed below:

Mortgage
Payment Processing
PO Box 94087
Palatine, IL 60094-4087

HELOC
Payment Processing
PO Box 0055
Palatine, IL 60055-0055

For information on cancelling your Autopay, find your program below:

Once-a-month: You can cancel your once-a-month payment through our website at any time. Visit the Payment section and select the Autopay link or call our Customer Care Department at 1-800-449-8767. 

Biweekly: You can cancel the payment up to three business days before the draft date by calling our Customer Care Department at 1-800-449-8767.
 

If your payoff occurs before your draft date, the draft will cancel automatically. If your draft occurs while the payoff funds are in transit and you wish to avoid a duplicate payment, we do recommend that you cancel the draft. Please note, if your mortgage payment due date occurs before the payoff date, you're still responsible for the monthly mortgage payment. 

For information on cancelling your Autopay, find your program below:

Once-a-month: You can cancel your once-a-month payment through our website at any time. Visit the Payment section and select the Autopay link or call our Customer Care Department at 1-800-449-8767. 

Biweekly: You can cancel the payment up to three business days before the draft date by calling our Customer Care Department at 1-800-449-8767.
 

Yes. We'll send a confirmation letter with the date of your first draft. Please continue to make your mortgage payment until you receive the confirmation letter and the draft date has been confirmed.

If the draft day falls on a weekend or holiday, your payment will be drafted the next business day.

After we receive the application, we'll process the request within five business days and send a letter confirming the draft details. Be sure to check the letter for the first draft date. If you set up your Autopay on our website, be sure to confirm the first draft date. 

Drafts scheduled within 10 days of the due date go into effect the following month. You may need to make a payment by another method before the Autopay drafts begin. 

To update your bank account, we must receive the new bank information three business days before the next scheduled draft date. We will process your request and notify you in writing with the effective date of the change. Payments will continue to be withdrawn from your old account until that date.

For instructions to update your bank account, find your program below:

  • Once-a-month payments: Please update your information by visiting the Payment section of this website and selecting the Edit Enrollment link under Autopay or call our Customer Care Center at 1-800-449-8767.
  • For biweekly payments: Call our Customer Care Center at 1-800-449-8767. You can also notify us in writing by fax or mail.
Fax:
856-917-8322
Attention: ACH Department
 
Mail:
PHH Mortgage Services
Mail Stop SV61
Attn: ACH Department
1661 Worthington Road
Suite 100
West Palm Beach, FL 33409

If you'd like to change your Autopay program, please click here to select and enroll in a different program. Once the new enrollment is processed, we'll stop your existing program and move the account to the new selection. 

We'll send a confirmation letter with the date of your first draft. Please continue to make your mortgage payment until you receive the confirmation letter and the draft date has been confirmed. 
 

Please allow one business day for the Autopay cancellation to process before re-enrolling. Once the account is updated, you can re-enroll and set up a new Autopay draft option.

Payments are typically due on the first day of each month, however, you may have a grace period before a late charge is assessed. If your payment is not received by the last business day of the month, you may be reported to the credit bureaus. 

It's not guaranteed that we'll present your check a second time. Please check with your bank to ask about their policy on bounced checks.

For Western Union, the code city is PHHUS and the state code is NJ. For Moneygram, the receive code is 7440.

There may be a change in your monthly mortgage payment amount as a result of an escrow analysis or an Adjustable Rate Mortgage rate change. We'll notify you in advance of any changes and the start date for the new payment amount.

Payments are typically due on the first day of each month, but you may have a grace period before a late charge is assessed. Refer to your monthly statement to determine your grace period. 

You have a few options to request a payoff quote. Once we receive your request, we will generate the payoff quote and send it to you by fax or mail within four business days. You may be assessed a payoff quote fee of $30.

Option 1: Online
Log in to your account on MortgageQuestions.com and click Payment at the top of the screen. In the "Loan Payoff" box, click View Payoff Quote. Click CONTINUE to submit the payoff quote request.

Option 2: In Writing
You can send us a written request for a payoff quote. Include the date you would like the quote to be good through. You can send the request by email to payoffs@mortgagefamily.com or by fax to 1-856-917-8283.

Option 3: By Phone
To request a payoff quote through our automated phone system or with one of our agents, call us at 1-800-449-8767.

Depending on the account characteristics, there may be a fee of $30 to request a payoff quote as permitted by state law. If the fee applies, it will be included in the payoff quote.

Our system can generate a payoff quote with a good-through date up to 30 days in the future. 

In addition to the unpaid principal balance, the payoff quote shows the interest due and any outstanding fees and expenses. These may include late charges, tax or insurance advances, recoverable balances, attorney fees, payoff-related fees, etc.

After we make any required escrow disbursements, we will refund the remaining escrow balance. We will send the refund check to the mailing address on file. Please allow 20 business days to receive the refund check.

We will send a check for the PMI or hazard insurance refund to the mailing address on file within 20 days. Please allow additional time for mailing.

If you send additional payoff funds, we will send a check for the overage to the mailing address on file within 20 days. Please allow additional time for mailing.

Mortgage insurance helps you to get a mortgage without having to make a substantial down payment. By paying a mortgage insurance premium, you can purchase a new home with less than 20% down. Mortgage insurance protects the mortgage investor if the account becomes past due. 
 
The most common types of mortgage insurance are private mortgage insurance (PMI) and insurance through the Federal Housing Administration (FHA), called a mortgage insurance premium (MIP).
 
If you are required to carry mortgage insurance, the insurance may be canceled when the equity in your home reaches a certain percentage.

PMI is a type of mortgage insurance. It is typically required on a conventional loan if the down payment is less than 20% of the home’s purchase price.

PMI may also be required to refinance if your equity is less than 20% of the value of your home.

Equity is the amount you have paid toward the loan principal through the down payment, your monthly payments, and additional payments to principal. Increases to your house’s market value can also increase your equity.

Yes, PMI may be canceled in certain circumstances.

Automatic Termination 
If you’re required to carry PMI, we’ll cancel it automatically when your loan-to-value (LTV) ratio is scheduled to reach 78%. The LTV ratio is the difference between the loan amount and the current market value of the home.


LTV Example: If you borrow $88,000 to buy a house valued at $100,000, your loan-to-value ratio is 88%. ($88,000 /$100,000 = 0.88, or 88%).

Based on the original home value, we’ll project the date when your LTV will reach 78%, and we’ll plan to cancel your PMI on that date.


Early Cancellation
You can request early cancellation of PMI before the automatic cancellation date. Each mortgage investor has different requirements for canceling PMI early.

  • In most cases, the property must reach at least an 80% LTV. 
  • If you obtained your loan less than two years ago, your investor may require a list of substantial improvements to evaluate the PMI cancellation request. You must have a description of the improvement, the date it occurred, and the associated cost.
  • A home valuation may be required to determine your equity amount. The cost of the valuation will be your responsibility. We will let you know if a valuation is required along with the costs and steps to have the valuation completed.
  • You must be current on your loan payments. You cannot have been more than 30 days past due in the last year or more than 60 days past due in the last two years.
For the specific requirements for requesting PMI cancellation on your account, please contact us.

Substantial improvements are changes to your home that increase the home’s value. For example:

  • Significant structural alterations, including adding square footage
  • Construction requiring permits
  • Adding new features, such as a new bathroom, central air conditioning, etc.
 
Repairs and home maintenance are not considered substantial improvements. For example:
  • New flooring
  • New appliances
  • Painting
  • Replacing the roof or siding.

You can request PMI cancellation by:

Once we receive your request, we will mail you the specific requirements for your account.

Mortgage insurance is required for FHA loans and is referred to as mortgage insurance premium (MIP). MIP protects the mortgage investor if the account becomes past due.

If you took out an FHA loan after June 3, 2013, generally, the MIP cannot be canceled. If you took out an FHA loan before June 3, 2013, you may be able to cancel the MIP early.  

For the specific requirements for requesting MIP cancellation on your account, please contact us. 

If your account is escrowed for property taxes, your monthly mortgage payment will include funds to pay the taxes. We hold these funds in an escrow account and pay your property taxes when they are due. If your account is not escrowed for property taxes, you are responsible for paying the taxes by the due date.

To find your property tax amount, log in to your account on MortgageQuestions.com. The My Loan tile shows upcoming tax disbursements under "Taxes and Insurance." You can also see past tax disbursements in the "Payment History" section.

If you are not registered on MortgageQuestions.com, you can find the property tax amount on your most recent escrow analysis, or you can contact your local tax authority.

We pay the taxes the month they are due based on the due date established by the local tax authority.

If your taxing authority offers a discount, we will pay the discount amount. Otherwise, we will pay the taxes by the due date provided by your taxing authority.

You may receive a tax bill from the taxing authority for your records even if the account is escrowed for taxes. We also receive this tax information directly from our tax monitoring vendor. 

If you receive a tax bill that says your taxes are delinquent or that you have been charged a penalty, please send the bill to us immediately using one of the following methods: 

Email: CustomerCare@mortgagefamily.com

Fax: 1-561-682-8880  

Mail: 
PHH Mortgage Services
Attn: Tax Services
PO Box 24665
West Palm Beach, FL 33416-4665 

If your property is in the state of New York, we will send you a receipt when we pay the taxes. 

For all customers, the quarterly and year-end statements show the amount of taxes we have paid on your behalf.

The taxing authority sends a supplemental bill when a property assessment results in a change in the tax amount. This may occur when the property is assessed during the purchase process or after you make improvements to the property, such as new construction.

The following states have supplemental taxes: California, Connecticut (called C/O or certificate of occupancy bills), Idaho, Nevada, New Jersey (added assessments), Ohio, Pennsylvania (interim bills), and Virginia. 

Note: We do not pay occupational taxes given to homeowners in Pennsylvania.

Supplemental tax bills are not part of the real estate taxes, so they are the homeowner's responsibility.  For example, the state of California will only send the supplemental tax bill directly to the homeowner. 

If supplemental taxes become severely delinquent and are considered a threat to our interest in the property, we will pay them as a one-time disbursement from escrow. We will then include the amount we advanced in the next escrow analysis.

As of January 1, 2021, PHH Mortgage Services no longer accepts tax deferrals.

If the account is escrowed for taxes, we pay the amount reported by your taxing authority. Please contact your taxing authority to be sure that they do not request payment during the deferral period.

Not all adjustable rate mortgage (ARM) loans include a conversion option. You can find specific details about your conversion options, including the expiration date, in your ARM Note or Mortgage Rider.

When the loan reaches maturity, all outstanding balances are due. If you find you are unable to afford the outstanding balance, we will work with you to find any available assistance option.


To close your HELOC, please complete, sign and return the form below. Once your account is paid in full and closed, we will automatically process a Lien Release.

A request to release the lien is not required, but you can send one by email, fax or mail:

Email: CustomerCare@MortgageFamily.com
Fax: 856-917-2700

Mail:
PHH Mortgage Services
PO Box 24736
ATTN: SV24
West Palm Beach, FL 33416

Option 1: Online
Log on to www.mortgagequestions.com to update your mailing address.
 
Option 2: By Mail
Send us a written request.

Option 3: By Phone
Contact our Customer Care Center at 877-461-2437.

A Home Equity Line of Credit (HELOC) cannot be placed in to a Revocable Living Trust because it is an open-ended mortgage. Only mortgages that do not have the capability of obtaining cash advances may qualify.

For more information, email us at PartialRelease@mortgagefamily.com. You may also send a request by mail to:
PHH Mortgage Services
Attn: Partial Release
1 Mortgage Way
Mt. Laurel, NJ 08054

Be sure to include the details of your request, as well as your mailing address and phone number. We will send a requirement letter outlining the instructions for the process.

To place a stop on a check or series of checks, contact our Customer Care Center at 877-461-2437. You may also fax your request to 856-917-2700 Attention: Risk Management. Please be sure to sign the request.

To submit a request for a copy of a cancelled check, email your request to Research@mortgagefamily.com. You may also submit a signed request by mail to:
PHH Mortgage Services
Attn: Research Department
P.O. Box 24736
West Palm Beach, FL 33416-4736

Please allow 10 business days for us to process your request.

In order to obtain a payoff statement on a Home Equity Line of Credit (HELOC) account, all required borrowers must complete and return the Authorization to Close Out form. This form can be faxed to 856-917-2700 or mailed to:

PHH Mortgage Services
PO Box 24736
ATTN: SV24
West Palm Beach, FL 33416.

Upon receipt of the completed Authorization to Close Out form, a payoff statement will be issued within 4 business days.

Generally, a Home Equity Line of Credit (HELOC) account does not maintain an escrow account for the regular payment of taxes or insurance. In the event you do not pay your homeowner's insurance premium (or flood insurance if you are in a required flood zone) or property taxes, we will advance the funds to protect our secured interest in the property. The full advance will be billed in the next monthly payment due.

When the account is set up on the automatic payments, we will send a Welcome Letter confirming the first draft date.

PHH follows the current guidelines from the Consumer Data Industry Association (CDIA) for all bankruptcy filings. The status of the loan at the time of reporting will be furnished monthly along with the current chapter filed. Typically, a bankruptcy filing can reflect on a credit report for 7 to 10 years.

Per CDIA requirements, there will be no credit reporting upon discharge of a chapter 7 bankruptcy if the debt is not reaffirmed. This is because the discharge removes the personal liability for the underlying debt amount. For secured loans discharged through chapter 12 or 13 bankruptcy cases, credit reporting stops if the collateral was surrendered or the lien was avoided.

After the bankruptcy is discharged, we will resume sending statements. However, we will not send statements if the lien was avoided or the property was surrendered in the bankruptcy.

There is no personal liability for the debt owed; however, a chapter 7 discharge does not eliminate the lien of the mortgage or deed of trust (also known as security instruments). This means that creditors still maintain an interest in the property and can take action to protect that interest.

Yes. We encourage you to ask for assistance if necessary. While it is possible that the bankruptcy discharge eliminated the personal obligation to repay the debt, the lien of the security instrument remains on the property.

Yes. All of the above information regarding discharge and the lien status applies to both first and second mortgage accounts.

The IRS Form 1098, Mortgage Interest Statement, is used to report mortgage interest of $600 or more on any one mortgage during the calendar year.

We only report mortgage interest payments that we received during the calendar year.  If you paid another company interest related to the mortgage loan during the year, you will receive more than one IRS Form 1098.  Also, any amount received from the Homeowner Assistance Fund Program (HAF) that was applied  to mortgage interest will be excluded from the Form 1098 interest amount.


 

Box 10 (Other) is used by us to report Real Estate Taxes Paid as a convenience to the customer since this may be a tax-deductible amount.  However, this box is for your information only.  We don’t report this amount to the IRS, and it may be different from what you can claim.

 

The form might look different because Box 1 Mortgage Interest Received from Payer(s)/Borrower(s) is the mortgage interest amount received from the payer of record during the tax year and includes interest and late charges.  This box would not include prepaid interest or any Homeowner Assistance Funds (HAF) funds applied to interest.  If the loan originated during the referenced tax year, Box 1 would include Closing Interest Paid, negative amortization (deferred interest) paid, shared appreciation amounts, default interest paid, and prepayment penalties. The IRS Form 1098, Mortgage Interest Statement, is used to report mortgage interest of $600 or more on any one mortgage during the calendar year. 



 

For customers electing to receive mailed statements, your year-end statements tax information will be mailed with your January billing statement  and postmarked no later than annually on or before January 31st or the following business day, and you should receive your statement within seven to ten days of that mailing. Statements are also posted online within the “Document Center” once available.

For customers enrolled in paperless statements, your year-end tax information will be available online in the Document Center on or before January 31.  We’ll email you when they are ready.
 

Any IRS tax form will be available online after mailing and can be found within the “Document Center” when you login. Your statement will be mailed to you by January 31st or the following business day unless you are enrolled in paperless. 
 

You may receive more than one IRS tax form if your loan meets any of the below during the year:

  • If your loan was transferred during the same tax year, you will receive a statement from your new servicer and your prior servicer for the activity which took place while they were servicing your loan.  This should be sent no later than January 31st or the following business day.
  • If you refinanced your loan during the year, you will receive two statements, one from each servicer for each separate loan number
  • If an assumption took place during the year that changed the borrowers on the loan.
  • If the ‘CORRECTED’ box is checked, transactions were updated affecting form values.  Use the latest Form received.
     

The Form 1099 may be income received related to your mortgage, debt which was discharged, or another event reportable to the IRS which took place during the year.  There are several different types of 1099 forms, but you will only receive a form applicable to you. 

  • Form 1099-A is typically provided in the event of foreclosure, deed-in-lieu of foreclosure, etc. during the tax year.  The IRS requires a Form 1099-A when we (1) acquire an interest in a property securing the loan or (2) have reason to know the property is abandoned.  
  • Form 1099-C is provided when a debt is cancelled, forgiven, or discharged.  This includes if a modification was completed which includes eligible principal forgiveness. The IRS requires a Form 1099-C when a cancellation of principal amount owed of $600 or more occurs.  
  • Form 1099-INT is provided when your escrow account earns $10 or more of interest during the year.  If you did not receive a Form 1099-INT, it is because you were either paid less than $10.00 of accrued interest in your escrow account or your interest income was paid on or after January 1st, so you won’t receive one until next year.  
  • Form 1099-MISC is provided when you received $600 or more in cash benefits during the year.  The Miscellaneous Income Statement Form 1099-MISC is issued in order to report to the IRS the following:
    • Payments to the customer or the tenant residing in a property currently in the foreclosure process.  The purpose of the payment is to assure the residing party permanently evacuates the property.  This is referred to as the Cash for Keys or Cash for Relocation Program.  This amount is reported in Box 3.
    • Any other payment for Rent, Attorney Gross Proceeds, or Other Income of $600 or more.

You may be charged a fee for using this service.The amount of the fee will be displayed to you for your acceptance before your transaction is completed. PHH Mortgage Services has a business relationship with the provider of this payment processing service and a  portion of the fee will be retained by PHH Mortgage Services. Please note that you are not required to use this payment service or this payment provider, as we do accept other payment methods that you can use without incurring a fee. You have the right to select your own payment method and provider.

If you do not wish to proceed with making an online payment, you can mail your check to your assigned payment processing center listed below:

Mortgage
Payment Processing
PO Box 94087
Palatine, IL 60094-4087

HELOC
Payment Processing
PO Box 0055
Palatine, IL 60055-0055

Click here to view a list of common fees and costs that may be assessed in connection with the mortgage. Actual fee amounts may vary based on the terms of the mortgage documents and applicable state and federal laws and regulations. This list does not include all fees and costs that may be charged, including, but not limited to, non-common costs, foreclosure costs, bankruptcy fees, attorney fees and court costs.

There are many factors that go into a decision to refinance. The first step is determining your financial goals. For example, are you looking to lower your monthly payment, reduce your mortgage term, consolidate bills, or take cash out for home repairs and other expenses? These are all things to be considered. Contact one of our expert sales consultants to discuss your options. You may even qualify for a streamline process that could save you time and money.

Yes. You can process a payment through this website or the automated phone system at 1-800-449-8767. This number is available 24 hours a day, 7 days a week. Please refer to the Fee Schedule for various fees by states. All payments processed by 9:00PM EST will be applied to the account the same business day. Customers that have registered for Paperless Statements will not incur a fee to process a payment online.

There are different types of scams. A couple examples are below.

Imposter Scams
These are usually phone calls from individuals claiming to be PHH MORTGAGE SERVICES (PHH) employees demanding payments in the form of a pre-paid debit/gift cards to cover trial loan modification payments, escrow shortages and/or to avoid foreclosure. These imposters may be calling from what appears to be a legitimate PHH/OCWEN phone number. This is called spoofing.

PHH would never require payment via a pre-paid debit/gift card. PHH would never request a Western Union payment to be sent to an individual. PHH would never ask for personal information over the phone, unless you initiated the contact and we are verifying your identify.

If you ever doubt the legitimacy of a call from PHH, especially if payment is demanded, hang up and call us directly.

If you think you may have been a victim of an imposter scam, please contact us and then file a report with your local police department. You can also contact the Federal Trade Commission.

Loan Modification Scams
These are schemes where “Foreclosure Rescue Companies” take your money, often by making a false promise of saving you from foreclosure.

PHH does not charge up-front fees for a loan modification. You should never sign over title to your property or sign papers you don’t understand. Only make payments to your mortgage loan service provider.

If you think you have been a victim of a loan modification scam, please contact us. You can also file a complaint with the CFPB online or by calling (855) 411-CFPB (2372).