Frequently Asked Questions

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Frequently Asked Questions

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You can submit a request to remove the escrow account used for payment of property taxes/insurance from the loan. Please download and sign this form and return this to us via email or mail. Upon receiving your request we will review and notify you in writing if the account meets the eligibility criteria to have the requested items removed from escrow. Please continue to make the escrow payment until you receive confirmation of escrow account removal.  

 

You may direct a deposit of any amount solely to the escrow account using our pay by phone service, by mail, or when making a monthly payment on our website (fees may apply). If by mail, then be sure to write the loan number on your check, specify “ESCROW APPLICATION” on the memo line and mail to:

PO BOX 371867
Pittsburgh PA 15250-7867
Overnight mail: Attn: 371867
500 Ross Street 15-0470
Pittsburgh, PA 15250

If your account has an escrow overage or "surplus" and is not more than 30 days past due, has not been referred to foreclosure, and you are not in bankruptcy at the time the escrow analysis is performed, the escrow overage check will be mailed to you within 30 days of completing the escrow analysis. However, surplus checks on eligible loans are typically received sooner.

You, as the property owner, may receive a tax bill from the taxing authority for your records even if the account is escrowed for taxes. PHH also receives this tax information directly from its tax monitoring vendor.

For properties located in certain states, such as Pennsylvania and Louisiana, we will request a copy of your bill if it is required to remit with the escrowed tax payment. If a copy of the bill is required we will contact you directly.

If the bill you receive reflects that taxes are delinquent or have been charged a penalty please forward to us immediately via one of the following methods: Fax(561) 682-8880  Mail PHH Mortgage Services, PO BOX 24665, West Palm Beach, FL 33416-4665 Attn Tax Services Email: KanaTax@mortgagefamily.com.

Please be advised that your current escrow balance (less any final mortgage insurance premiums owed) will be refunded  to the current mailing address on file.  While we strive to complete refunds sooner, please allow 20 business days to receive your refund check.

An escrow account is an account that we open to pay expenses related to your mortgage. An escrow account ensures that you will have enough money set aside to pay these expenses like property taxes and homeowners insurance when they come due. We break these expenses into monthly installments and add them to your mortgage payment. When your property tax or insurance bills are due, we pay them on your behalf from your escrow account.

Real Estate Settlement Procedures Act (RESPA) is a federal law that, in general, dictates how lenders establish and maintain an escrow account for you. A few states also have regulations regarding an escrow account for a homeowner within their state; if the state does not have a regulation, the governing of your escrow account falls back to RESPA regulations.

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.

PHH has language access services available. This includes customer service options to speak with someone in a language other than English and the ability to obtain a verbal translation of any correspondence.

For New York City consumers, 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 web site and our mortgage services.

Customer Service - 1-800-449-8767
Monday through Friday, 8:00 a.m. to 9:00 p.m. Eastern Time
Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time

Collections 1-800-330-0423
Monday through Friday, 8:00 a.m. to 9:00 p.m. Eastern Time
Saturday, 8:00 a.m. to 5:00 p.m. 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 remain unsatisfied with your response from our Customer Service Department, please use the address below and include your name, your mortgage loan 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

What you need to provide:

  • Your name, mortgage loan account number, and property address
  • A daytime telephone number or email address where we can contact you
  • A clear description of your concern or problem

New York Property Owners - Customers may file complaints about their Servicer with the New York State Department of Financial Services. Customers may also 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. PHH is exempt from registration with the Superintendent.

Requests for Information and Notices of Error, including Qualified Written Requests
If you wish to request information or assert an error relating to the servicing of your mortgage loan, including any Qualified Written Requests, you must use the address below and include your name, your mortgage loan 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

Should you encounter a financial hardship which affects your ability to make your mortgage payments for any period of time, we are here to help. Our Homeowner Assistance Team will review your current situation and determine the best strategy for you which may include any one of the following:

Repayment Plan
Forbearance
Loan Modification
Short Sale or Pre-foreclosure Sale
Deed-in-Lieu of Foreclosure
Partial Claim

Learn More or visit www.knowyouroptions.com.

There are a few options to start your Homeowner Assistance Review

Option 1: Call us at 1-800-449-8767

Option 2: Submit Online
Click here to begin the online process
You may complete and submit the Homeowner's Assistance package and all of the required forms and documentation using our online process. The online option will guide you through this process step-by-step.

Option 3: Submit by Mail
Click here to view and print package:

This package shows us all of your current income and expenses, the reason for your hardship and allows us to use your current data to determine options available for you at this time. Simply follow the steps outlined in the Homeowner's Checklist and submit the documents for consideration.

Imposters and perpetrators demand immediate payment using intimidation tactics. Don't be a victim...be prepared! Protect yourself: Know the scams:

Imposter Scams
Customers should beware of phone calls from individuals claiming to be PHH MORTGAGE SERVICES (PHH) employees demanding payments in the form of a pre-paid debit/gift card 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, contact us, and then file a report with your local police department. You can also contact the Federal Trade Commission and file a complaint online.

Loan Modification Scams
Mortgage loan modification scams are schemes where “Foreclosure Rescue Companies” take your money, often by making a false promise of saving you from foreclosure. 
-  PHH does not charge upfront fees for a loan modification.
-  You should not sign over title to your property
-  Do not sign papers you don’t understand.
-  Only make payments to your mortgage loan service provider.

If you think you have been a victim or the target of a Loan Modification Scam, contact us and you can report that company by filing a complaint with the CFPB online or by calling (855) 411-CFPB (2372).
 

Click Here to view a list of common fees and costs that may be incurred by the borrower as a result of services requested and/or services rendered or incurred in connection with the mortgage loan. Actual fee amounts may vary depending upon the terms of the loan 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.

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.
 

Currently the website will only allow users to register who have a Social Security Number on file with us. Please call us for assistance if you are with a corporation that would not have an Social Security Number on record. 
 

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.

Yes. You may process a payment through this website or the automated phone system at 877-449-8767. This number is available 24 hours a day, 7 days a week. The typical fee for payment online or through the automated phone system is $7.50 however, which may also vary by state. 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.

FlexPay is our direct-debit budgeting tool that lets you choose when and how you'd like to make your mortgage payments. With FlexPay, you can choose one or two unique draft days per month, and have payments automatically withdrawn from your checking or savings account. If you choose to split your payment between two unique dates, you just pick a withdrawal amount for each date and specify the account - either checking or savings- to be debited for each draft. You can divide your total payment into whatever two amounts you choose. In the event that an individual draft is returned unpaid, a fee may be assessed.

Signing up for FlexPay
Enrolling in FlexPay is easy. Click Here to view and print the FlexPay form. Then mail the form with a voided check or savings deposit slip from the account you wish the payments to be drawn from. Please keep a copy for your records. It is important to note that if funds are drawn from a joint account, the form must be signed by all parties. Once your form is received, you will be sent a letter indicating the start date for your FlexPay withdrawals. Do not stop making payments until you have received this notice. The processing time for your FlexPay authorization is approximately 10-15 days. Please be sure to specify the day(s) and amount(s) to be drafted on the form. Again, please continue to make your mortgage payments by your current method until we notify you that the drafts will be starting. NOTE: Commercial and HELOC loans are not eligible to enroll at this time.

Changes in your mortgage payment
Changes in the amount of your mortgage payment are not a problem with FlexPay. We will notify you of any changes prior to the effective date. After notification, any change in your payment will be reflected in the second draft, if applicable.

Canceling FlexPay
To cancel FlexPay, all you need to do is call the customer service department to indicate that you wish to do so. If you prefer, you may also send the request in writing to ACH Department, PO Box 5456, Mount Laurel, NJ 08054-5456 or fax to 856-917-8322. The written request must include your account number, as well as your signature and must be received at least three business days prior to the first draft date.

If you wish to discontinue automatic payments, please login and visit the Payments section on this website and select the AutoPay link, then choose AutoPay off. You may also mail your request to ACH Department, PO Box 5456, Mount Laurel, NJ 08054-5456 or contact our Customer Service Department at 866-747-3927.

The request to cancel the ACH must be received 3 business days prior to your next scheduled draft date. If you are unable to notify us 3 business days prior, please contact your financial institution and request that they stop the draft.

An AutoPay enrollment request must be received by the 15th of the previous month prior to the first draft date. You can set up your ACH draft by visiting the Payments section of this website and selecting the AutoPay link. You may also mail your signed Direct Debit (AutoPay) Enrollment Form  along with a voided check to the ACH Department, PO Box 5456, Mount Laurel, NJ 08054. Do not stop making your payments until your confirmation letter has been received and the drafting date has been confirmed.

There may be a change in the amount of your monthly mortgage payment as a result of an Escrow Analysis and/or an Adjustable Rate Mortgage rate change. We will 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. However, we do offer you a 16-day grace period before late charges are assessed. If your payment is not received by the last business day of the month, you may risk being reported to the credit agencies.

If you are signed up for paperless billing, the payment fee, if applicable, will be waived.  If you are to be charged a fee 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

Yes, you may overnight any payment to us. If you typically send your payments to our Pittsburgh, Pennsylvania address, you can overnight your payment to:

Payment Processing
PO Box 371458
500 Ross Street 154-0470
Pittsburgh, PA 15250

If you typically send your payments to our Palatine, Illinois payment address, you can overnight your payment to:

Payment Processing
PO Box 0112
5505 N. Cumberland Ave. Suite 307
Chicago, IL 60656

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

When changing bank accounts, please update your banking information by logging in and visiting the Payments section of this website and select the Edit Enrollment link under AutoPay. You may also notify us in writing to the ACH Department, PO Box 5456 Mount Laurel, NJ 08054 or fax number (856) 917-8322 attention ACH Department. The new bank information must be received 3 business days prior to the next scheduled draft date. We will process your request and notify you in writing with the effective date of your change. Payments will continue to be withdrawn from your old account until the effective start date of automatically drafting from the new account.

Yes. A confirmation letter will be mailed to all new AutoPay customers informing them of the exact month of their first draft. We advise you to continue to make your mortgage payment until the confirmation letter has been received, and the drafting date has been confirmed.

Federal law requires a lender or a servicer to escrow all premiums and fees for flood insurance that covers any residential building or mobile home in a special flood hazard area that are made, increased, extended or renewed on or after January 1, 2016.  This generally applies only to first lien loans unless a customer is not able to provide proof of sufficient flood coverage for a HELOC or second mortgage lien account.

If you have filed a hazard claim and received a loss drafts check, please contact our Loss Drafts Department directly for further assistance at 888-882-1815, Monday to Friday, 8:00am – 9:00pm EST and Saturday 8:00am to 5:00pm EST.

The minimum flood coverage required under the Act is the lesser of the following:

The outstanding principal amount of the loan, or, if applicable, the maximum credit available under your Home Equity Line of Credit Agreement, in addition to the aggregate unpaid balance of any superior liens;

or

The maximum amount of coverage allowed for the type of property securing the loan under the National Flood Insurance Program (NFIP), which is currently $250,000.

If you have any questions regarding your insurance policy information, please contact our Insurance customer care directly for further assistance at 888-882-1855, Monday through Friday, 8:00am – 9:00pm EST and Saturday 8:00am to 5:00pm EST. 

Insurance policy information can be faxed to 937-525-4210 or uploaded to Assurant’s MyCoverage Website at www.mycoverageinfo.com/mortgagefamily or send via email to MortgageFamily@MyCoverageinfo.com.

In case of a natural disaster (fire, hurricane, etc.), the insurance company will inspect a homeowner's property and issue a check to the homeowner to replace the damage. This check is made co-payable to the homeowner and us. We must always be notified when this loss occurs.

Fax any documentation (survey, LOMA/LOMR, revised map) to Attn: Assurant Flood via fax (937)525-4210 or call customer service at 888-882-1855 Monday through Friday 8:00am to 9:00pm EST and Saturday from 8:30am to 5:00pm EST or contact Assurant on www.mycoverageinfo.com/mortgagefamily for further information.

A change in the flood zone determination for your community based on the Flood Insurance Rate Map (FIRM) published by Federal Emergency Management Agency (FEMA) was identified and which has indicated the property now lies on a flood plain.

All policies, procedures, requirements, programs and products are subject to change at any time. It is the responsibility of the Seller to institute these updates and changes by the required date.

The scope of this document includes delegated bulk loans and mandatory delivery.

Contact your city hall, tax assessor or zoning and planning office. Or you may contact FEMA at 800-638-6620.

Yes, if the account is escrowed for insurance and we receive notification of a new policy/bill from your new carrier with an amount due we will disburse the premium from the escrow account. You will be responsible for cencelling your previous insurance policy and sending any refunds received from the insurance carrier to us to apply back to your escrow account. Insurance policy information can ba faxed to 937-525-4210 or uploaded to Assurant's MyCoverage Website here or send via email to MortgageFamily@MyCoverageinfo.com. If you have any questions regarding your insurance policy information, please contact our Insurance customer care directly for further assistance at 888-882-1855, Monday through Friday, 8:00am to 9:00pm EST and Saturday 8:00am to 5:00pm EST.

If you are considering paying off your loan for more than two months from today, please e-mail customerservice@mortgageservices.com and request an amortization schedule instead. An amortization schedule will show, based on monthly payments and term of loan, how long it will take you to payoff your loan.

Option 1) You may call the customer service number 1-800-449-8767 and place a request for a payoff quote via IVR.
Option 2) You may email us to request a payoff quote at payoffs@mortgagefamily.com.
Option 3) You may also fax a written payoff quote request through our fax 856-917-8283.

Upon receipt of your request, a payoff statement will be faxed or mailed to you within 4 business days depending on your loan product and status. You may be assessed a $30 Payoff Quote Fee/ Demand Fee (as permitted by state laws).

The average time is about 90 days from the date of payoff unless state law requires a shorter timeframe.

A payoff fee of up to $30 may be charged to the account, unless restricted by applicable law. If the fee is applicable, it will be included in the payoff quote.

Escrow balance refunds are delivered approximately 10-15 business days after the loan is paid in full. We ask that you allow additional mail time to receive this check at your current mailing address.

Payoff overages are disbursed approximately 15 business days after the loan is paid in full. We ask that you allow additional mail time to receive this check at your current mailing address.

It takes approximately eight weeks for this transaction to be sent to your mailing address.

The payoff statement reflects your unpaid principal balance, interest due and any outstanding fees, (i.e. late charge, tax/insurance advances, recoverable balances, attorney fees, payoff related fees, etc.).

For guidance on whether you need your year-end statement to file your taxes, please consult with your tax advisor. To access your tax information before you receive your year-end statement, login in and check the Document Center under the Account Management link at the top of the screen.

Only in the state of New York are we required to provide a paid receipt to the homeowner. However, both your quarterly and year-end statements will provide you with taxes paid.

Yes, for those taxing authorities that offer a discount amount. For all other taxing authorities, we will pay upon the due date provided to us by your taxing authority.

Depending on your loan program and state restrictions, your monthly mortgage payment may or may not include funds to pay your property taxes. If your payment includes money for property taxes these funds are held in escrow by the lender and the lender pays your property taxes as they are due. If your payment does not include property taxes, you are responsible for paying them by the due date.

Since every situation is unique, we encourage you to reach out to a trusted tax professional for advice before the end of the tax year.

If you missed or paid less than the full payment of any regular mortgage payments, because you were on a COVID-19 forbearance plan, the mortgage interest, real-estate taxes, and/or mortgage insurance paid as reported on your 1098 statement may be impacted.

If you did not make payments while on a forbearance, then the amount of mortgage interest received from payer(s)/borrowers (Box 1 on the 1098 form) and mortgage insurance premiums paid (Box 5 on the 1098 form) may be different from prior years.

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.

Taxes are paid the month they are due based on the due date established by your local taxing authority.

Year-end statements will be mailed annually on or before February 1st, 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.

The seller and/or your realtor should be able to provide you with the current property taxes for the property. 

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.

You, as the property owner, may receive a tax bill from the taxing authority for your records even if the account is escrowed for taxes. PHH also receives this tax information directly from its tax monitoring vendor. 

If the bill you receive reflects that taxes are delinquent or have been charged a penalty please forward to us immediately via one of the following methods:

Fax(561) 682-8880

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

Email: KanaTax@mortgagefamily.com.