Escrow Education Center
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Why am I receiving the error message, "limited access - Please contact support" when I try to login?
Bankruptcy, foreclosure, and other specific loan conditions may have limited access. Our agents can better assist you over the phone. Please contact our customer support team for further assistance.
Bankruptcy, foreclosure, and other specific loan conditions may have limited access. Our agents can better assist you over the phone. Please contact our customer support team for further assistance.
/FAQ/Login-Registration/Why-am-I-receiving-an-error-message
I have multiple accounts. Can I access them all under the same username?
If all loans are serviced by the same company, they will automatically appear in the list of loans after login (see upper right corner of the dashboard). If the loans are serviced by different companies, the accounts will need to be registered...
If all loans are serviced by the same company, they will automatically appear in the list of loans after login (see upper right corner of the dashboard).
If the loans are serviced by different companies, the accounts will need to be registered separately.
If the loans are serviced by different companies, the accounts will need to be registered separately.
/FAQ/Login-Registration/I-have-multiple-accounts;-can-I-link-all-them-all
Will I be able to register using an international phone number?
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, 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.
/FAQ/Login-Registration/Will-I-be-able-to-register-using-an-international
Can I use my Tax ID instead of Social Security Number to register online?
Yes, the website 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...
Yes, the website 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.
/FAQ/Login-Registration/Can-I-use-my-Tax-ID-instead-of-SSN-to-register
I provided the wrong email address while registering, how can I update it?
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. If you continue to experience issues logging in, contact us for additional...
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.
If you continue to experience issues logging in, contact us for additional assistance.
If you continue to experience issues logging in, contact us for additional assistance.
/FAQ/Login-Registration/I-have-provided-wrong-email-address
Is it safe to provide my Social Security Number when registering for the first time?
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 the first-time. It does not...
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 the first-time. It does not have
to be entered during every login attempt.
/FAQ/Login-Registration/Is-it-safe-to-provide-my-Social-Security-Number
I provided the wrong verification code multiple times and my account might be locked now. How can I
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...
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 (!#$%()^*@!)"
- Must not include username
Login using the temporary password and existing username. On the next 'Change Password' page - input the temporary password as the 'Old password' and create a new password with below requirements:
- Must be 8 to 30 characters
- Must use upper- and lower-case letters
- Must include at least one number
- Must include at least one of the following special characters (!#$%()^*@!)"
- Must not include username
/FAQ/Login-Registration/I-have-provided-wrong-verification-code
Do I need to register to use the mobile app?
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.
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.
/FAQ/Login-Registration/Do-I-need-to-register-to-use-the-mobile-app
Why is the website prompting me to verify my account?
For security purposes, if you are accessing the account from a new device or new browser, you may be prompted to verify your account before login. Select the best method to receive the verification code to confirm your access.
For security purposes, if you are accessing the account from a new device or new browser, you may be prompted to verify your account before login. Select the best method to receive the verification code to confirm your access.
/FAQ/Login-Registration/Why-is-the-website-prompting-me-to-verify
The website is not allowing me to log in, what can I do?
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 log in, then try...
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 log in, 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. Log in 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 (!#$%()^*@!)
- Must not include username
If you are still not able to log in, then try resetting username and password by following these steps:
To recover the username:
Go to the login page, then choose 'Forgot Username.' Provide the Social Security Number and the registered email address. You will receive your username through the email address on file.
To reset the password:
Go to the login page, then choose 'Forgot password.' Provide the username, Social Security Number and the registered email address. You will receive a temporary password through the email address on file. Log in using the temporary password and existing username. On the next 'Change Password' page - input the temporary password as the 'Old password' and create a new password with below requirements:
- Must be 8 to 30 characters
- Must use upper- and lower-case letters
- Must include at least one number
- Must include at least one of the following special characters (!#$%()^*@!)
- Must not include username
/FAQ/Login-Registration/The-website-is-not-allowing-me-to-login
Where are real estate taxes on the Form 1098?
Box 10 (Other) is used by us to report Real Estate Taxes Disbursed 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...
Box 10 (Other) is used by us to report Real Estate Taxes Disbursed 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.
/FAQ/Taxes-and-Year-End/Where-are-taxes-paid-on-the-Form-1098
Why did the IRS Form 1098 not include all the interest I paid in 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...
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.
/FAQ/Taxes-and-Year-End/IRS-Form-1098-not-include-all-the-interest
Why does the Interest on the Form 1098 look different than my prior 1098 forms?
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...
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, prepayment penalties, and balloon payoff fees. 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.
/FAQ/Taxes-and-Year-End/Interest-on-the-Form-1098-looks-different
What if I do not receive a statement?
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.
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.
/FAQ/Taxes-and-Year-End/What-if-I-do-not-receive-a-statement
Why did I receive more than one statement?
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...
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.
/FAQ/Taxes-and-Year-End/Why-did-I-receive-more-than-one-statement
What is the IRS Form 1099?
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...
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 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.
/FAQ/Taxes-and-Year-End/What-is-the-IRS-Form-1099
What is the PHH Mortgage Corporation Taxpayer Identification Number?
Should you need it, our Tax ID number is 22-2195996.
Should you need it, our Tax ID number is 22-2195996.
/FAQ/Taxes-and-Year-End/What-is-the-Taxpayer-ID
When does PHH Mortgage complete an escrow analysis?
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...
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.
/FAQ/Escrow/General/When-does-PHH-complete-an-escrow-analysis
I am required to have flood insurance, but I have lived in my house for years and have never been fl
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...
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.
Please note that if the property is in an "A" or "V" zone, flood insurance is required regardless of the elevation of the property.
/FAQ/Escrow/Insurance/I-am-required-to-have-flood-insurance
If my house is on a hill (above the base flood level), does this mean flood insurance is not require
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...
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.
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.
/FAQ/Escrow/Insurance/If-my-house-is-on-a-hill
How can I contact the Federal Emergency Management Agency (FEMA)?
You can contact FEMA at 1-800-638-6620 or visit their website at
www.FEMA.gov.
You can contact FEMA at 1-800-638-6620 or visit their website at
www.FEMA.gov.
/FAQ/Escrow/Insurance/How-can-I-contact-the-Federal-Emergency-Management
What is a loss draft check?
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 Mortgage. You must notify us of...
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 Mortgage. You must notify us of any such
property damage.
/FAQ/Escrow/Insurance/What-is-a-loss-draft-check
I received a loss draft check. What do I do now?
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, ET.
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, ET.
/FAQ/Escrow/Insurance/I-received-a-loss-draft-check-What-do-I-do-now
Will I receive confirmation of my Autopay start date?
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.
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.
/FAQ/Payments/Autopay/Will-I-receive-confirmation-of-my-Autopay-start
How long does it take to set up Autopay?
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...
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.
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.
/FAQ/Payments/Autopay/How-long-does-it-take-to-set-up-Autopay
What if I want to change my Autopay program?
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...
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.
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.
/FAQ/Payments/Autopay/What-if-I-want-to-change-my-Autopay-program
Do I have a grace period?
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.
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.
/FAQ/Payments/General/Do-I-have-a-grace-period
If I bounce a check, will the check be presented to my bank a second time?
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.
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.
/FAQ/Payments/General/If-I-bounce-a-check-will-the-check-be-presented
Can private mortgage insurance (PMI) be canceled?
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...
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.
/FAQ/PMI/Can-private-mortgage-insurance-be-canceled
What is private mortgage insurance (PMI)?
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...
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.
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.
/FAQ/PMI/What-is-private-mortgage-insurance
What is mortgage insurance?
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...
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.
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.
/FAQ/PMI/What-is-Mortgage-Insurance
What are substantial improvements?
Substantial improvements are changes to your home that increase the home’s value. For example:Significant structural alterations, including adding square footageConstruction requiring permitsAdding new features, such as a new bathroom, central air...
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.
/FAQ/PMI/What-are-substantial-improvements
How can I contact PHH's Insurance Department?
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.
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.
/FAQ/Escrow/Insurance/How-can-I-contact-Onitys-Insurance-Department
Who do I contact for questions about my insurance policy?
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, 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, ET.
/FAQ/Escrow/Insurance/Who-do-I-contact-for-questions-about-my-insurance
How are my property tax bills paid?
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...
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.
/FAQ/Escrow/Property-Taxes/How-are-my-property-tax-bills-paid
How much are my property taxes?
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...
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.
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.
/FAQ/Escrow/Property-Taxes/How-much-are-my-property-taxes
How does PHH know what amount to pay for my taxes?
The taxing authority provides the amount of taxes to pay.
The taxing authority provides the amount of taxes to pay.
/FAQ/Escrow/Property-Taxes/How-does-PHH-know-what-amount-to-pay
When does PHH pay the property taxes?
We pay the taxes the month they are due based on the due date established by the local tax authority.
We pay the taxes the month they are due based on the due date established by the local tax authority.
/FAQ/Escrow/Property-Taxes/When-does-PHH-pay-the-property-taxes
Does PHH pay taxes at the discount amount?
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.
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.
/FAQ/Escrow/Property-Taxes/Does-PHH-pay-taxes-at-the-discount-amount
My account is escrowed for taxes. Why did I receive a tax bill?
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...
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
Attn: Tax Services
PO Box 24665
West Palm Beach, FL 33416-4665
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
Attn: Tax Services
PO Box 24665
West Palm Beach, FL 33416-4665
/FAQ/Escrow/Property-Taxes/My-account-is-escrowed-for-taxes-Why-did-I-receive
Do I receive a paid receipt for taxes paid from an escrow account?
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.
For all customers, the quarterly and year-end statements show the amount of taxes we have paid on your behalf.
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.
For all customers, the quarterly and year-end statements show the amount of taxes we have paid on your behalf.
/FAQ/Escrow/Property-Taxes/Do-I-receive-a-paid-receipt-for-taxes-paid
What is a supplemental tax bill?
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...
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.
/FAQ/Escrow/Property-Taxes/What-is-a-supplemental-tax-bill
What states have supplemental taxes?
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...
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.
Note: We do not pay occupational taxes given to homeowners in Pennsylvania.
/FAQ/Escrow/Property-Taxes/What-states-have-supplemental-taxes
Why is it my responsibility to pay a supplemental bill? Why isn't it paid out of my escrow account?
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...
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.
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.
/FAQ/Escrow/Property-Taxes/Why-is-it-my-responsibility-to-pay-a-supplemental
How often are supplemental taxes assessed?
Supplemental taxes vary by state and county.
Supplemental taxes vary by state and county.
/FAQ/Escrow/Property-Taxes/How-often-are-supplemental-taxes-assessed
Will you update my account for my current tax deferral?
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.
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.
/FAQ/Escrow/Property-Taxes/Will-you-update-my-account-for-my-current-tax-defe
How can I cancel or remove the escrow account used for payment of property taxes/insurance for my mo
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...
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.
/FAQ/Escrow/General/How-can-I-cancel-or-remove-the-escrow-account-used
How can I cancel private mortgage insurance (PMI)?
You can request PMI cancellation by:
- Emailing us at customercare@mortgagefamily.com
- Calling us at 1-800-449-8767
You can request PMI cancellation by:
- Emailing us at customercare@mortgagefamily.com
- Calling us at 1-800-449-8767
/FAQ/PMI/How-can-I-cancel-private-mortgage-insurance
Can mortgage insurance premium (MIP) be canceled?
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...
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.
/FAQ/PMI/Can-mortgage-insurance-premium-be-canceled
What is mortgage insurance premium (MIP)?
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.
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.
/FAQ/PMI/What-is-mortgage-insurance-premium
How do I start a review for mortgage assistance?
You have a few options to get started.Option 1: OnlineIf 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...
You have a few options to get started.
Option 1: Online
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.
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.
/FAQ/Get-Assistance/How-do-I-start-a-review-for-mortgage-assistance
I already applied for mortgage assistance. How can I check the status of my application?
Call us at 1-800-449-8767. We're available Monday through Friday, 8:00 am to 9:00 pm and Saturday, 8:00 am to 5:00 pm ET.
Call us at 1-800-449-8767. We're available Monday through Friday, 8:00 am to 9:00 pm and Saturday, 8:00 am to 5:00 pm ET.
/FAQ/Get-Assistance/How-can-I-check-the-status-of-my-application
How do I change the address for my HELOC loan?
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 1-877-461-2437.
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 1-877-461-2437.
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 1-877-461-2437.
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 1-877-461-2437.
/FAQ/HELOC/How-do-I-change-the-address-for-my-HELOC-loan
How do I close my HELOC?
To close your HELOC, please complete and sign the Authorization to Close Home Equity Line of Credit form and return to the fax or mailing address listed below. Once your account is paid in full and closed, we will automatically process a lien...
To close your HELOC, please complete and sign the Authorization to Close Home Equity Line of Credit form and return
to the fax or mailing address listed 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
PO Box 24736
Attn: SV24
West Palm Beach, FL 33416
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
PO Box 24736
Attn: SV24
West Palm Beach, FL 33416
/FAQ/HELOC/How-do-I-close-my-HELOC
How do I order a payoff statement for my HELOC?
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 1-856-917-2700 or mailed to: PHH Mortgage PO Box...
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 1-856-917-2700 or mailed to:
PHH Mortgage
PO Box 24736
ATTN: SV24
West Palm Beach, FL 33416.
Upon receipt of the completed Authorization to Close Form, a payoff statement will be issued within 4 business days.
PHH Mortgage
PO Box 24736
ATTN: SV24
West Palm Beach, FL 33416.
Upon receipt of the completed Authorization to Close Form, a payoff statement will be issued within 4 business days.
/FAQ/HELOC/How-do-I-order-a-payoff-statement-for-my-HELOC
Can my Home Equity Line of Credit be placed in a Revocable Living Trust?
A Home Equity Line of Credit (HELOC) cannot be placed into 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.
A Home Equity Line of Credit (HELOC) cannot be placed into 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.
/FAQ/HELOC/Can-my-HELOC-be-placed-in-a-Revocable-Living-Trust
How can I obtain a front and back copy of a cancelled check written off of my account?
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 Attn: Research Department P.O. Box 24736 West Palm Beach, FL 33416-4736 Please...
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
Attn: Research Department
P.O. Box 24736
West Palm Beach, FL 33416-4736
Please allow 10 business days for us to process your request.
PHH Mortgage
Attn: Research Department
P.O. Box 24736
West Palm Beach, FL 33416-4736
Please allow 10 business days for us to process your request.
/FAQ/HELOC/ow-can-I-obtain-a-front-and-back-copy
If I have a HELOC account will PHH pay my insurance and taxes?
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...
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.
/FAQ/HELOC/If-I-have-a-HELOC-account-will-PHH-pay
How do I calculate monthly payment?
This calculation will vary based on your Home Equity Line Agreement Terms.
This calculation will vary based on your Home Equity Line Agreement Terms.
/FAQ/HELOC/How-do-I-calculate-monthly-payment
Is there a fee to make a one-time payment?
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 has a business relationship with the provider of this payment processing service...
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 has a business relationship with the provider of this payment processing service and
a portion of the fee will be retained by PHH Mortgage. 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
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
/FAQ/Other-Common-Questions/Is-there-a-fee-to-make-a-one-time-payment
What are some of the common fees?
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...
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.
/FAQ/Other-Common-Questions/What-are-some-of-the-common-fees
How do I know when to refinance?
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...
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.
/FAQ/Other-Common-Questions/How-do-I-know-when-to-refinance
Can I receive a duplicate statement for a previous month?
To request a duplicate monthly account statement, Contact us.
To request a duplicate monthly account statement, Contact us.
/FAQ/Other-Common-Questions/Can-I-receive-a-duplicate-statement
Do I have a grace period?
For details about your grace period, refer to your original mortgage documents or
contact us.
For details about your grace period, refer to your original mortgage documents or
contact us.
/FAQ/Other-Common-Questions/Do-I-have-a-grace-period
Is there a fee to enroll in automatic payments?
There is no fee to enroll in automatic payments.
There is no fee to enroll in automatic payments.
/FAQ/Other-Common-Questions/Is-there-a-fee-to-enroll-in-automatic-payments
How can I protect myself from scams?
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...
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/Onity 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 1-855-411-2372 (CFPB).
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/Onity 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 1-855-411-2372 (CFPB).
/FAQ/Other-Common-Questions/How-can-I-protect-myself-from-imposter-and-scams
Will I receive any confirmation informing me when my draft will begin?
When the account is set up on the automatic payments, we will send a Welcome Letter confirming the first draft date.
When the account is set up on the automatic payments, we will send a Welcome Letter confirming the first draft date.
/FAQ/HELOC/will-i-receive-any-confirmation
I cancelled Autopay online, but the website is not allowing me to re-enroll in Autopay now. What sho
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.
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.
/FAQ/Payments/Autopay/The-website-is-not-allowing-me-to-reenroll
How can I view the mortgagee clause for my account?
To view the mortgagee clause, visit MyCoverageInfo.com and enter your account details in the search box.
To view the mortgagee clause, visit MyCoverageInfo.com and enter your account details in the search box.
/FAQ/Escrow/Insurance/How-can-I-view-the-mortgagee-clause
I started an application for mortgage assistance. How can I complete the application?
Click here to be taken to our Homeowner's Assistance page to get started.
Click here to be taken to our Homeowner's Assistance page to get started.
/FAQ/Get-Assistance/How-do-I-submit-a-Request-for-Information
How can I setup an escrow account?
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...
You can request to set up an escrow account to pay both taxes and insurance, or only taxes or only insurance.
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.
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.
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.
/FAQ/Escrow/General/How-can-I-setup-an-escrow-account
I live in Florida or California and have heard about insurance companies limiting new homeowners ins
If you have specific questions about your renewal, speak to your insurance agent or company directly. Click here to read about recent changes.
If you have specific questions about your renewal, speak to your insurance agent or company directly. Click here to read about recent changes.
/FAQ/Escrow/Insurance/I-live-in-California-and-have-heard-about-insuranc
What is a recast?
When you make a lump-sum payment of $5,000 or more toward the principal balance, we can recalculate the monthly payment based on the reduced balance. This recalculation is called a recast. Your monthly payment decreases while the interest rate,...
When you make a lump-sum payment of $5,000 or more toward the principal balance, we can recalculate the monthly payment based on the reduced balance. This recalculation is called a recast. Your monthly payment decreases while the interest rate, term, and maturity date remain the same. To request a recast, log on to your account and send us a secure message by visiting Account Management > Messages.
/FAQ/Other-Common-Questions/What-is-a-recast
How can I request a recast?
You can request a mortgage recast after making a lump-sum payment of $5,000 or more towards the principal balance. The account must meet the following criteria to be eligible for a recast:The account must be paid ahead or due for the current month's...
You can request a mortgage recast after making a lump-sum payment of $5,000 or more towards the principal balance. The account must meet the following criteria to be eligible for a recast:
- The account must be paid ahead or due for the current month's payment.
- The account must not be active in an interest-only payment period.
HELOC, FHA, VA, GNMA, and commercial accounts are not eligible for a recast.
There may be other requirements. For help with a recast request or to make sure you qualify before making a large lump-sum payment, log on to your account and send us a secure message by visiting Account Management > Messages./FAQ/Other-Common-Questions/How-can-I-request-a-recast
How can I access the available funds from my HELOC account?
You can initiate an electronic transfer via ACH to send funds from your HELOC account to your designated disbursement account.To setup a designated disbursement account, follow the steps below. The account established will be the designated account...
You can initiate an electronic transfer via ACH to send funds from your HELOC account to your designated disbursement account.
To setup a designated disbursement account, follow the steps below. The account established will be the designated account on file for all disbursements.
- Complete the HELOC Disbursement Account Form
- Provide a copy of a voided check from the bank account you are designating as your disbursement account.
- Allow 2 business days for the request to be processed.
- A valid email address must be on file to receive immediate notifications of requests and changes. Once the request is processed, a confirmation email and letter will be sent.
To initiate an ACH disbursement to your bank account, call 1-877-461-2437 to complete the request through our automated system or to speak with a live agent. An email confirmation will be sent to confirm the request.
/FAQ/HELOC/How-can-I-access-the-available-funds-from-my-HELOC
How can I change the designated disbursement account I have on file for my HELOC account?
All change requests must be submitted in writing. Follow the steps below to submit a change to the designated disbursement account:Complete the HELOC Disbursement Account Form Provide a copy of a voided check from the new bank account you are...
All change requests must be submitted in writing. Follow the steps below to submit a change to the designated disbursement account:
- Complete the HELOC Disbursement Account Form
- Provide a copy of a voided check from the new bank account you are designating as your disbursement account.
- Allow 2 business days for the request to be processed.
- A valid email address must be on file to receive immediate notification of requests and changes. Once the request is processed a confirmation email and letter will be sent.
/FAQ/HELOC/How-can-I-change-the-designated-disbursement-accou
How do I submit a complaint?
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...
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
P.O. Box 24695
West Palm Beach, FL 33416
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.
Texas Property Owners: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, 2601 NORTH LAMAR, SUITE 201, AUSTIN, TX 78705. A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT 877-276-5550. A complaint form and instructions may be downloaded and printed from the department's website located at www.sml.texas.gov or obtained from the department upon request by: mail to the aforementioned address, telephone through their toll-free consumer hotline listed, or email at smlinfo@sml.texas.gov
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
P.O. Box 24695
West Palm Beach, FL 33416
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.
Texas Property Owners: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, 2601 NORTH LAMAR, SUITE 201, AUSTIN, TX 78705. A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT 877-276-5550. A complaint form and instructions may be downloaded and printed from the department's website located at www.sml.texas.gov or obtained from the department upon request by: mail to the aforementioned address, telephone through their toll-free consumer hotline listed, or email at smlinfo@sml.texas.gov
/FAQ/Get-Assistance/How-do-I-submit-a-complaint
How do I order a payoff quote?
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. A payoff quote fee of up to $30 may be applied to Residential Loans, and...
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. A payoff quote fee of up to $30 may be applied to Residential Loans, and up to
$50 for Commercial Loans, as permitted by state law.
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.
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.
/FAQ/Payoffs/How-do-I-order-a-payoff-statement
Is there a fee to request a payoff quote?
Depending on the account characteristics, a payoff quote fee of up to $30 may be applied to Residential Loans, and up to $50 for Commercial Loans, as permitted by state law. If the fee applies, it will be included in the payoff quote.
Depending on the account characteristics, a payoff quote fee of up to $30 may be applied to Residential Loans, and up to $50 for Commercial Loans, as permitted by state law. If the fee applies, it will be included in the payoff quote.
/FAQ/Payoffs/Is-there-a-fee-to-request-a-Payoff-Quote
What do I do if I'm having difficulty paying my mortgage?
If a financial hardship is affecting your ability to make your mortgage payments, we are here to help. PHH Mortgage is The Leader in Loss Mitigation!® . Our specialists will review your situation and determine the best available assistance option...
If a financial hardship is affecting your ability to make your mortgage payments, we are here to help. PHH Mortgage 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
Click here to learn more about our assistance options or visit www.fanniemae.com for additional information.
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.
/FAQ/Get-Assistance/What-do-I-do-if-I-m-having-difficulty-paying
I am a veteran. Can I deduct my mortgage payments from my VA disability compensation or pension?
Yes, you can request that the Department of Veterans Affairs (VA) deduct mortgage payments from your VA disability compensation or pension. To start, stop or change deductions, fill out this form and return it to the VA. Please note: If you are a...
Yes, you can request that the Department of Veterans Affairs (VA) deduct mortgage payments from your VA disability compensation or pension. To start, stop or change deductions, fill out
this form and return it to the VA.
Please note: If you are a Veteran making your mortgage payment through the Deduction of Benefit process, it is your responsibility to submit a new form to the VA authorizing a change in the deduction from your benefit payment should the mortgage payment amount change.
Please note: If you are a Veteran making your mortgage payment through the Deduction of Benefit process, it is your responsibility to submit a new form to the VA authorizing a change in the deduction from your benefit payment should the mortgage payment amount change.
/FAQ/Payments/General/I-am-a-veteran-Can-I-deduct-my-mortgage-payments-f
Can I do a partial release of land on my Equity Account?
For more information, email us at PartialRelease@mortgagefamily.com. You may also send a request by mail to: PHH Mortgage Attn: Partial Release 2000 Midlantic Drive Suite 410 Mt. Laurel, NJ 08054 Be sure to include the details of your request,...
For more information, email us at
PartialRelease@mortgagefamily.com. You may also send a request by mail to:
PHH Mortgage
Attn: Partial Release
2000 Midlantic Drive
Suite 410
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.
PHH Mortgage
Attn: Partial Release
2000 Midlantic Drive
Suite 410
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.
/FAQ/Special-Situations/an-I-do-a-partial-release-of-land
What is an Adjustable-Rate Mortgage (ARM) loan?
An Adjustable-Rate Mortgage (ARM) is a loan with a fixed interest rate for an introductory period and then changes at regular intervals according to the index listed in the Note. ARMs are also known as a Variable-Rate Mortgage.
An Adjustable-Rate Mortgage (ARM) is a loan with a fixed interest rate for an introductory period and then changes at regular intervals according to the index listed in the Note. ARMs are also known as a Variable-Rate Mortgage.
/FAQ/Special-Situations/When-can-I-convert-my-ARM-Loan
What happens at the Balloon Maturity Date?
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.
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.
/FAQ/Special-Situations/What-happens-at-the-Balloon-Maturity-Date
How will filing bankruptcy impact credit reporting?
We follow 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...
We follow 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.
/FAQ/Special-Situations/How-will-filing-bankruptcy-impact-credit-reporting
Why aren’t you reporting my mortgage to the credit bureaus after I receive a bankruptcy discharge?
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...
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.
/FAQ/Special-Situations/Why-aren’t-you-reporting-my-mortgage-to-the-credit
How will a bankruptcy discharge affect my monthly account statements?
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.
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.
/FAQ/Special-Situations/How-will-a-bankruptcy-discharge-affect-my-monthly
Is there a personal obligation to repay the amount owed after I receive a chapter 7 discharge?
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...
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.
/FAQ/Special-Situations/Is-there-a-personal-obligation-to-repay
Can I still apply for a modification after a bankruptcy discharge?
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. 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.
/FAQ/Special-Situations/Can-I-still-apply-for-a-modification
Does bankruptcy affect second mortgages?
Yes. All of the above information regarding discharge and the lien status applies to both first and second mortgage accounts.
Yes. All of the above information regarding discharge and the lien status applies to both first and second mortgage accounts.
/FAQ/Special-Situations/Does-bankruptcy-affect-second-mortgages
What happens after the introductory period on an Adjustable-Rate Mortgage (ARM) loan?
After the introductory period, the new interest rate is calculated based on the terms outlined in the Note.
After the introductory period, the new interest rate is calculated based on the terms outlined in the Note.
/FAQ/Special-Situations/What-happens-post-the-fixed-rate-period-on-Adjusta
What is a Recast or re-amortization?
A recast occurs when a large lump sum payment is made towards the principal balance and a request is made to recalculate the monthly payment based on the new lower balance. The interest rate and loan term remain unchanged. Recasts are subject to...
A recast occurs when a large lump sum payment is made towards the principal balance and a request is made to recalculate the monthly payment based on the new lower balance. The interest rate and loan term remain unchanged.
Recasts are subject to eligibility and a fee may apply.
Recasts are subject to eligibility and a fee may apply.
/FAQ/Special-Situations/What-is-a-Recast-or-re-amortization
What is a buydown mortgage?
A buydown mortgage is a way to lower the mortgage interest rate for a set period of time. This can be done by paying an upfront fee, known as discount points, or by having the seller or lender pay for a temporary buydown.
A buydown mortgage is a way to lower the mortgage interest rate for a set period of time. This can be done by paying an upfront fee, known as discount points, or by having the seller or lender pay for a temporary buydown.
/FAQ/Special-Situations/What-is-a-buydown-loan
How do I stop my Autopay before the next draft date?
Once-a-Month or Biweekly Payments You can cancel once-a-month or biweekly payments 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. Twice-a-Month...
Once-a-Month or Biweekly Payments
You can cancel once-a-month or biweekly payments 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.
Twice-a-Month Payments
You can cancel twice-a-month payments up to three business days before the draft date by calling our Customer Care Department at 1-800-449-8767.
You can cancel once-a-month or biweekly payments 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.
Twice-a-Month Payments
You can cancel twice-a-month payments up to three business days before the draft date by calling our Customer Care Department at 1-800-449-8767.
/FAQ/Payments/Autopay/How-do-I-stop-my-Autopay-before-the-next-draft
If I'm in the process of paying my loan in full, should I notify Customer Service to stop my Autopay
If the 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...
If the 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.
Once-a-Month or Biweekly Payments
You can cancel once-a-month or biweekly payments 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.
Twice-a-Month Payments
You can cancel twice-a-month payments up to three business days before the draft date by calling our Customer Care Department at 1-800-449-8767.
Once-a-Month or Biweekly Payments
You can cancel once-a-month or biweekly payments 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.
Twice-a-Month Payments
You can cancel twice-a-month payments up to three business days before the draft date by calling our Customer Care Department at 1-800-449-8767.
/FAQ/Payments/Autopay/If-Im-in-the-process-of-paying-in-full