Escrow Education Center
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Is there a fee to make a one-time payment?
There is no fee to make a mortgage payment online or in our automated phone system. When paying by phone with an agent, you may be charged a fee for using this service. The amount of the fee will be disclosed to you for your acceptance before your...
There is no fee to make a mortgage payment online or in our automated phone system.
When paying by phone with an agent, you may be charged a fee for using this service. The amount of the fee will be disclosed 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.
You can also mail a check to the payment processing center listed below:
Payment Processing
P.O. Box 660093
Dallas, TX 75266-0093
When paying by phone with an agent, you may be charged a fee for using this service. The amount of the fee will be disclosed 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.
You can also mail a check to the payment processing center listed below:
Payment Processing
P.O. Box 660093
Dallas, TX 75266-0093
/FAQ/Payments/General/Is-there-a-fee-to-make-a-one-time-payment
If my escrow account has a shortage, can I deposit funds to my escrow account?
You may make an escrow deposit of any amount by mail. If your account is current, you can also make an escrow deposit through our pay by phone service or on our website. Fees may apply when making an escrow deposit by phone. To pay online, log in...
You may make an escrow deposit of any amount by mail. If your account is current, you can also make an escrow deposit through our pay by phone service or on our website. Fees may apply when making an escrow deposit by phone.
To pay online, log in to your account on MortgageQuestions.com and click the Payment button at the top of the screen.
If you are sending an escrow deposit by mail, make sure to write the account number on the check and write “Escrow Application" on the memo line. Send the check or money order to:
PHH Mortgage
PO Box 371867
Pittsburgh PA 15250-7867
For overnight mail, send the check or money order to:
PHH Mortgage
Attn: 371867
500 Ross Street 15-0470
Pittsburgh, PA 15250
Learn more in our Escrow Education Center.
To pay online, log in to your account on MortgageQuestions.com and click the Payment button at the top of the screen.
If you are sending an escrow deposit by mail, make sure to write the account number on the check and write “Escrow Application" on the memo line. Send the check or money order to:
PHH Mortgage
PO Box 371867
Pittsburgh PA 15250-7867
For overnight mail, send the check or money order to:
PHH Mortgage
Attn: 371867
500 Ross Street 15-0470
Pittsburgh, PA 15250
Learn more in our Escrow Education Center.
/FAQ/Escrow/General/If-my-escrow-account-has-a-shortage
How do I submit a complaint?
If you are not satisfied with any aspect of the servicing of your account, please contact us. If you are unsatisfied with your response from our Customer Service Department, please use the address below and include your name, account number,...
If you are not satisfied with any aspect of the servicing of your account, please
contact us.
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
I provided the wrong email address while registering, how can I update it?
After logging into your account, 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 the issue persists, or you are unable to log into your...
After logging into your account, 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 the issue persists, or you are unable to log into your account, our Web Support Team is here to help. Please call us at 1-833-862-0732 for further assistance.
If the issue persists, or you are unable to log into your account, our Web Support Team is here to help. Please call us at 1-833-862-0732 for further assistance.
/FAQ/Login-Registration/I-have-provided-wrong-email-address
What do I do if I am not receiving the verification code required to complete the login process?
If you chose email, double-check that you entered a valid email addres and take a quick look in your Junk or Spam folder - sometimes messages get filtered there. If you selected text message, make sure you're using a U.S.-based mobile number that...
If you chose email, double-check that you entered a valid email addres and take a quick look in your Junk or Spam folder - sometimes messages get filtered there.
If you selected text message, make sure you're using a U.S.-based mobile number that can receive SMS messages.
Still not working? We're here to help - just reach out to our Web Support Team at 1-833-862-0732.
If you selected text message, make sure you're using a U.S.-based mobile number that can receive SMS messages.
Still not working? We're here to help - just reach out to our Web Support Team at 1-833-862-0732.
/FAQ/Login-Registration/What-do-I-do-if-I-am-not-receiving-the-verificatio
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 original 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.
Requirements can vary, so the best way to get the right information for your account is to contact us. We'll be happy to walk you through the steps.
/FAQ/PMI/Can-private-mortgage-insurance-be-canceled
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. Requirements can vary, so the best way to get the right information...
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.
Requirements can vary, so the best way to get the right information for your account is to contact us. We'll be happy to walk you through the steps.
/FAQ/PMI/Can-mortgage-insurance-premium-be-canceled
Can I receive a duplicate statement for a previous month?
To view your monthly account statements, log in to your account and access the Document Center. You can view up to 60 months of past account statements. Still need help? Contact us.
To view your monthly account statements, log in to your account and access the Document Center. You can view up to 60 months of past account statements. Still need help? Contact us.
/FAQ/Other-Common-Questions/Can-I-receive-a-duplicate-statement
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 log in - 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 log in - 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.
Log in using the temporary password and existing username. On the next 'Change Password' page - In put the temporary password as the "Old password" and create a new password with the 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
Log in using the temporary password and existing username. On the next 'Change Password' page - In put the temporary password as the "Old password" and create a new password with the 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
Is there a fee to enroll in Autopay?
There is no fee to enroll in any Autopay option.
There is no fee to enroll in any Autopay option.
/FAQ/Payments/Autopay/Is-there-a-fee-to-enroll-in-Autopay
When will my Autopay draft?
Payments will draft from your bank account on the date included in the confirmation letter we sent when you set up Autopay. If your scheduled draft falls on a weekend or holiday, your payment will draft on the next business day.
Payments will draft from your bank account on the date included in the confirmation letter we sent when you set up Autopay. If your scheduled draft falls on a weekend or holiday, your payment will draft on the next business day.
/FAQ/Payments/Autopay/When-will-my-Autopay-draft
Can I pay additional principal with my Autopay?
Yes. Additional principal payments can be drafted on each draft along with your regular payment. You can also schedule a one-time principal payment after your regular draft by visiting the Make a Payment section under Payment. The amount will...
Yes. Additional principal payments can be drafted on each draft along with your regular payment.
You can also schedule a one-time principal payment after your regular draft by visiting the Make a Payment section under Payment. The amount will automatically draft from your bank account. You can also make additional principal payments by check. You can mail a mortgage or HELOC additional principal payment to the processing center listed below:
Payment Processing
P.O. Box 660093
Dallas, TX 75266-0093
You can also schedule a one-time principal payment after your regular draft by visiting the Make a Payment section under Payment. The amount will automatically draft from your bank account. You can also make additional principal payments by check. You can mail a mortgage or HELOC additional principal payment to the processing center listed below:
Payment Processing
P.O. Box 660093
Dallas, TX 75266-0093
/FAQ/Payments/Autopay/Can-I-pay-additional-principal-with-my-Autopay
Why was my Autopay draft delayed?
If the draft day falls on a weekend or holiday, your payment will be drafted the next business day.
If the draft day falls on a weekend or holiday, your payment will be drafted the next business day.
/FAQ/Payments/Autopay/Why-was-my-Autopay-draft-delayed
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
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
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
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 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 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 or Email You can also complete the Mortgage Assistance...
You have a few options to get started.
Option 1: Online
Option 2: By Mail or Email
You can also complete the Mortgage Assistance Application and send it by mail or email. 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.
Small Balance Commercial Loans - For payment assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
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 or Email
You can also complete the Mortgage Assistance Application and send it by mail or email. 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.
Small Balance Commercial Loans - For payment assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
/FAQ/Get-Assistance/How-do-I-start-a-review-for-mortgage-assistance
What is a mortgage recast?
A mortgage recast or re-amortization occurs when you make a large lump-sum payment toward your principal balance and request that your monthly payment be recalculated based on the new lower balance. Your interest rate and loan term remain unchanged,...
A mortgage recast or re-amortization occurs when you make a large lump-sum payment toward your principal balance and request that your monthly payment be recalculated based on the new lower balance. Your interest rate and loan term remain unchanged, but
your monthly payment decreases. This is different from refinancing because there are no closing costs and your original loan terms stay the same.
Click here for more information and to determine if a recast is right for you.
/FAQ/Special-Situations/Recast/What-is-a-Recast-or-re-amortization
What are the requirements for a mortgage recast?
Click here for more information on recasting and to determine if a recast is right for you.
Click here for more information on recasting and to determine if a recast is right for you.
/FAQ/Special-Situations/Recast/What-is-a-recast
How do I request a mortgage recast?
Click here for more information on recasting and to determine if a recast is right for you.
Click here for more information on recasting and to determine if a recast is right for you.
/FAQ/Special-Situations/Recast/How-can-I-request-a-recast
I already applied for mortgage assistance. How can I check the status of my application?
To check the status of your application, contact us.Small Balance Commercial Loans - For payment assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday,...
To check the status of your application, contact us.
Small Balance Commercial Loans - For payment assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
Small Balance Commercial Loans - For payment assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
/FAQ/Get-Assistance/How-can-I-check-the-status-of-my-application
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 Autopay anytime through our website. Just log in to your account, head to the Payment section and click on the Autopay link to make changes. Still need help? We're here for...
Once-a-Month or Biweekly Payments
You can cancel once-a-month or biweekly Autopay anytime through our website. Just log in to your account, head to the Payment section and click on the Autopay link to make changes.
Still need help? We're here for you - just contact us!
Twice-a-Month Payments
You can cancel twice-a-month payments up to three business days before your draft date by giving our Customer Care Team a call at 1-800-449-8767. We'll be happy to assist you and make the process easy.
Small Balance Commercial Loans - For payment assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
You can cancel once-a-month or biweekly Autopay anytime through our website. Just log in to your account, head to the Payment section and click on the Autopay link to make changes.
Still need help? We're here for you - just contact us!
Twice-a-Month Payments
You can cancel twice-a-month payments up to three business days before your draft date by giving our Customer Care Team a call at 1-800-449-8767. We'll be happy to assist you and make the process easy.
Small Balance Commercial Loans - For payment assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
/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 your account is paid off before your scheduled draft date, no worries - the Autopay will cancel automatically. However, if your payment is still in transit and your draft date is approaching, we recommend canceling the draft to avoid a duplicate...
If your account is paid off before your scheduled draft date, no worries - the Autopay will cancel automatically. However, if your payment is still in transit and your draft date is approaching, we recommend canceling the draft to avoid a duplicate payment.
Please note: If your regular mortgage payment is due before the payoff is completed, you're still responsible for making that payment.
Once-a-Month or Biweekly Payments
You can cancel once-a-month or biweekly Autopay anytime through our website. Just log in to your account, head to the Payment section and click on the Autopay link to make changes.
Still need help? We're here for you - just contact us!
Twice-a-Month Payments
You can cancel twice-a-month payments up to three business days before the draft date by giving our Customer Care Team a call at 1-800-449-8767. We'll be happy to assist you and make the process easy.
Small Balance Commercial Loans - For payment assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
Please note: If your regular mortgage payment is due before the payoff is completed, you're still responsible for making that payment.
Once-a-Month or Biweekly Payments
You can cancel once-a-month or biweekly Autopay anytime through our website. Just log in to your account, head to the Payment section and click on the Autopay link to make changes.
Still need help? We're here for you - just contact us!
Twice-a-Month Payments
You can cancel twice-a-month payments up to three business days before the draft date by giving our Customer Care Team a call at 1-800-449-8767. We'll be happy to assist you and make the process easy.
Small Balance Commercial Loans - For payment assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
/FAQ/Payments/Autopay/If-Im-in-the-process-of-paying-in-full
I know I am entering all my credentials accurately. Why is the website not allowing me to register?
If you're sure your credentials are correct but you're still unable to register, try the following steps:Close any duplicate browser windows or tabs that may be open. Clear your browser cache to remove any stored data that might be...
If you're sure your credentials are correct but you're still unable to register, try the following steps:
- Close any duplicate browser windows or tabs that may be open.
- Clear your browser cache to remove any stored data that might be interfering.
- Relaunch your browser and attempt to register again.
If the issue persists, our Web Support Team is here to help. Please call us at 1-833-862-0732 for further assistance.
/FAQ/Login-Registration/Why-wont-the-website-allow-me-to-register
Do I have a grace period?
You can find this information in your original mortgage documents. If you still need help, feel free to contact us. We're happy to help.
You can find this information in your original mortgage documents. If you still need help, feel free to contact us. We're happy to help.
/FAQ/Other-Common-Questions/Do-I-have-a-grace-period
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.
Small Balance Commercial Loans - Credit is not reported on small balance commercial loans. For assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
Small Balance Commercial Loans - Credit is not reported on small balance commercial loans. For assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
/FAQ/Special-Situations/How-will-filing-bankruptcy-impact-credit-reporting
What should I do if I change my bank account?
Please send us your new bank info at least three business days before your next draft date. We'll confirm the change in writing and payments will continue from your current account until the update takes effect.Once-a-Month or Biweekly...
Please send us your new bank info at least three business days before your next draft date. We'll confirm the change in writing and payments will continue from your current account until the update takes effect.
Once-a-Month or Biweekly Payments
You can update once-a-month or biweekly Autopay anytime through our website. Just log in to your account, head to the Payment section and click on the Edit Enrollment link to make changes.
Still need help? We're here for you - just contact us!
Twice-a-Month Payments
You can edit twice-a-month Autopay by giving our Customer Care Team a call at 1-800-449-8767. We'll be happy to assist you and make the process easy. You can also notify us in writing by fax or mail.
Fax:
856-917-8322
Attention: ACH Department
Mail:
PHH Mortgage
Mail Stop SV61
Attn: ACH Department
1661 Worthington Road
Suite 100
West Palm Beach, FL 33409
Small Balance Commercial Loans - For payment assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
Once-a-Month or Biweekly Payments
You can update once-a-month or biweekly Autopay anytime through our website. Just log in to your account, head to the Payment section and click on the Edit Enrollment link to make changes.
Still need help? We're here for you - just contact us!
Twice-a-Month Payments
You can edit twice-a-month Autopay by giving our Customer Care Team a call at 1-800-449-8767. We'll be happy to assist you and make the process easy. You can also notify us in writing by fax or mail.
Fax:
856-917-8322
Attention: ACH Department
Mail:
PHH Mortgage
Mail Stop SV61
Attn: ACH Department
1661 Worthington Road
Suite 100
West Palm Beach, FL 33409
Small Balance Commercial Loans - For payment assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
/FAQ/Payments/Autopay/What-should-I-do-if-I-change-my-bank-account
What are biweekly payments?
Click here to learn more on how biweekly payments work and why it might be a great choice for you. Small Balance Commercial Loans - The biweekly payment program is not available for small balance commercial loans. For assistance with small balance...
Click here to learn more on how biweekly payments work and why it might be a great choice for you.
Small Balance Commercial Loans - The biweekly payment program is not available for small balance commercial loans. For assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:00 am to 6:00 pm ET.
Small Balance Commercial Loans - The biweekly payment program is not available for small balance commercial loans. For assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:00 am to 6:00 pm ET.
/FAQ/Payments/Autopay/When-will-my-Autopay-draft-(2)
If I don’t make my mortgage payment on time, will I be reported to the credit bureaus?
Payments are typically due on the first day of each month, however, you may have a grace period before a late charge is assessed. If your payment is not received by the last business day of the month, you may be reported to the credit bureaus. Small...
Payments are typically due on the first day of each month, however, you may have a grace period before a late charge is assessed. If your payment is not received by the last business day of the month, you may be reported to the credit bureaus.
Small Balance Commercial Loans - Credit is not reported on small balance commercial loans. For assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
Small Balance Commercial Loans - Credit is not reported on small balance commercial loans. For assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
/FAQ/Payments/General/Will-I-receive-any-confirmation-informing-me-when
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.
Small Balance Commercial Loans - For assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
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.
Small Balance Commercial Loans - For assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
/FAQ/Payments/General/I-am-a-veteran-Can-I-deduct-my-mortgage-payments-f
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 log in. 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 log in. 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
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.
Small Balance Commercial Loans - For payment assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
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.
Small Balance Commercial Loans - For payment assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
/FAQ/Get-Assistance/What-do-I-do-if-I-m-having-difficulty-paying
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. Small Balance Commercial Loans - For payment assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available...
Click here to be taken to our Homeowner's Assistance page to get started.
Small Balance Commercial Loans - For payment assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
Small Balance Commercial Loans - For payment assistance with small balance commercial loans, call our Commercial Loan Servicing Department at 1-866-672-5706. We are available Monday through Friday, 8:30 am to 7:00 pm ET.
/FAQ/Get-Assistance/How-do-I-submit-a-Request-for-Information
Can I access the website without registering?
No, you'll need an online account to access your account information. Want to learn more about creating an account?
Learn more.
Ready to get started? Register now.
Ready to get started? Register now.
No, you'll need an online account to access your account information. Want to learn more about creating an account?
Learn more.
Ready to get started? Register now.
Ready to get started? Register now.
/FAQ/Login-Registration/Can-I-access-the-website-without-registration
What’s a mortgage transfer?
A mortgage transfer means your account is now being managed by a new company. In this case, PHH Mortgage is your new mortgage servicer. That means we’ll handle everything related to your account – from processing payments to answering your questions...
A mortgage transfer means your account is now being managed by a new company. In this case, PHH Mortgage is your new mortgage servicer. That means we’ll handle everything related to your account – from processing payments to answering your questions and
providing support. We’re here to help make things easy and help you every step of the way.
/FAQ/Servicing-Transfers/Incoming/Whats-a-mortgage-transfer
Why was my mortgage transferred?
Mortgage transfers are a normal part of the industry and happen for various business reasons. We’re excited to be your new mortgage servicer and look forward to supporting you with reliable service and care.
Mortgage transfers are a normal part of the industry and happen for various business reasons. We’re excited to be your new mortgage servicer and look forward to supporting you with reliable service and care.
/FAQ/Servicing-Transfers/Incoming/Why-was-my-mortgage-transferred
Why can’t I register online or access my account yet?
If you’ve just had your mortgage transferred, it may take a week before you can access your account online or through our automated phone system. That’s because we’re carefully verifying and updating your account information from your previous...
If you’ve just had your mortgage transferred, it may take a week before you can access your account online or through our automated phone system. That’s because we’re carefully verifying and updating your account information from your previous servicer.
As soon as everything is set up, you’ll be able to register online and use your new account number without any issues. Thanks for your patience – we’re working to get everything ready for you!
/FAQ/Servicing-Transfers/Incoming/Why-cant-I-register-online-or-access-my-account
What if I already made a payment to my previous servicer?
No worries – if you made a payment to your previous servicer on or after the transfer date, they’ll forward it to us, and we’ll apply it to your account. It might take a few days for the payment to show up but rest assured, we won’t charge any late...
No worries – if you made a payment to your previous servicer on or after the transfer date, they’ll forward it to us, and we’ll apply it to your account. It might take a few days for the payment to show up but rest assured, we won’t charge any late fees
or report negative activity to your credit agencies during the first 60 days after your loan transfer. We’re here to make this transition smooth and stress-free.
/FAQ/Servicing-Transfers/Incoming/What-if-i-already-made-a-payment-to-my-previous
My payment is due – how can I pay?
We offer several easy and secure ways to make your mortgage payment. Whether you prefer to pay online, by phone, through mail or set up automatic payments – you can choose the option that works best for you. Visit our Ways to Pay page to explore...
We offer several easy and secure ways to make your mortgage payment. Whether you prefer to pay online, by phone, through mail or set up automatic payments – you can choose the option that works best for you. Visit our
Ways to Pay page to explore your choices and get started.
/FAQ/Servicing-Transfers/Incoming/My-payment-is-due-how-can-i-pay
I was enrolled in automatic payments – will they continue?
Great question! In some cases, automatic payments may carry over from your previous servicer, but not always. To find out for sure, check your Servicing Transfer Notice – it will let you know if your payments will continue automatically. You can...
Great question! In some cases, automatic payments may carry over from your previous servicer, but not always. To find out for sure, check your Servicing Transfer Notice – it will let you know if your payments will continue automatically. You can also confirm
by
registering your account online and reviewing your payment settings. If needed, you can easily set up
automatic payments with us to stay on track.
/FAQ/Servicing-Transfers/Incoming/I-was-enrolled-in-automatic-payments
My previous servicer managed my escrow account – what happens now?
Your escrow account will transfer to PHH Mortgage automatically, so there’s nothing you need to do. We’ll continue to manage it for you – that means we’ll make your property tax and insurance payments on time, just like your previous servicer did....
Your escrow account will transfer to PHH Mortgage automatically, so there’s nothing you need to do. We’ll continue to manage it for you – that means we’ll make your property tax and insurance payments on time, just like your previous servicer did. You
can count on us to keep everything running smoothly.
/FAQ/Servicing-Transfers/Incoming/My-previous-servicer-managed-my-escrow-account
Do I need to notify my insurance carrier about the loan transfer?
You don’t need to worry – your previous mortgage servicer should take care of notifying your insurance carrier about the change.
You don’t need to worry – your previous mortgage servicer should take care of notifying your insurance carrier about the change.
/FAQ/Servicing-Transfers/Incoming/Do-I-need-to-notify-my-insurance-carrier
Will the terms of my loan change after it is transferred?
No, your loan terms will stay exactly the same. That means your interest rate, monthly payment, and other key details won’t change. The only difference is that a new company will now handle the day-to-day servicing of your account, like processing...
No, your loan terms will stay exactly the same. That means your interest rate, monthly payment, and other key details won’t change. The only difference is that a new company will now handle the day-to-day servicing of your account, like processing payments
and providing customer support.
/FAQ/Servicing-Transfers/Outgoing/Will-the-terms-of-my-loan-change
How will I know when my loan is being transferred?
You’ll receive a notification letter from your current mortgage servicer before the transfer happens. This letter will include the date your account will officially move to the new servicer, along with contact details for both companies. That way...
You’ll receive a notification letter from your current mortgage servicer before the transfer happens. This letter will include the date your account will officially move to the new servicer, along with contact details for both companies. That way you’ll
know exactly who to reach out to if you have any questions during the transition.
/FAQ/Servicing-Transfers/Outgoing/How-will-I-know-when-my-loan-is-being-transferred
Why is my loan being transferred to a new servicer?
Loan servicing transfers are a normal part of the mortgage industry. This change doesn’t reflect any problem with your account and your loan terms will stay the same. You’ll receive all the details you need to make the transition smooth.
Loan servicing transfers are a normal part of the mortgage industry. This change doesn’t reflect any problem with your account and your loan terms will stay the same. You’ll receive all the details you need to make the transition smooth.
/FAQ/Servicing-Transfers/Outgoing/Why-is-my-loan-being-transferred-to-a-new-servicer
What should I do if I am enrolled in automatic payments?
If you’re currently enrolled in automatic payments, please take a moment to review the goodbye letter you received. It will let you know whether your automatic payments will transfer to the new servicer or if you’ll need to set them up again.
If you’re currently enrolled in automatic payments, please take a moment to review the goodbye letter you received. It will let you know whether your automatic payments will transfer to the new servicer or if you’ll need to set them up again.
/FAQ/Servicing-Transfers/Outgoing/What-should-I-do-if-i-am-enrolled-in-autopay
Can I still make my payment to you after my loan is transferred?
No, once your loan transfer is complete, payments must be made to your new servicer. You’ll find their contact and payment information in the goodbye letter we sent you.
No, once your loan transfer is complete, payments must be made to your new servicer. You’ll find their contact and payment information in the goodbye letter we sent you.
/FAQ/Servicing-Transfers/Outgoing/Can-i-still-make-my-payment-to-you
Will my escrow account be impacted by the loan transfer?
No worries – your escrow account will transfer along with your loan. The new servicer will take over managing your tax and insurance payments, so there is no action needed on your part.
No worries – your escrow account will transfer along with your loan. The new servicer will take over managing your tax and insurance payments, so there is no action needed on your part.
/FAQ/Servicing-Transfers/Outgoing/Will-my-escrow-account-be-impacted
What happens to my ongoing loss mitigation plan after the loan is service transferred?
If you’re currently on a loss mitigation plan, it will transfer along with your loan. The new servicer will continue to honor and manage your plan, so you won’t need to reapply or start over.
If you’re currently on a loss mitigation plan, it will transfer along with your loan. The new servicer will continue to honor and manage your plan, so you won’t need to reapply or start over.
/FAQ/Servicing-Transfers/Outgoing/What-happens-to-my-ongoing-loss-mitigation-plan
Will the transfer affect my credit report?
A loan transfer typically won't hurt your credit score - as long as you continue to make payments on time. Your loan terms and payment history stay the same. You might notice a small temporary dip in your score due to how credit reporting systems...
A loan transfer typically won't hurt your credit score - as long as you continue to make payments on time. Your loan terms and payment history stay the same.
You might notice a small temporary dip in your score due to how credit reporting systems handle the transition (closing the old account and opening a new one). This is normal and your score should bounce back once the new loan is reported consistently.
You might notice a small temporary dip in your score due to how credit reporting systems handle the transition (closing the old account and opening a new one). This is normal and your score should bounce back once the new loan is reported consistently.
/FAQ/Servicing-Transfers/Outgoing/Will-the-transfer-affect-my-credit-report
Will I be charged any fees for the loan transfer?
No, there are no fees associated with the transfer of your loan servicing. This process is completely free for you.
No, there are no fees associated with the transfer of your loan servicing. This process is completely free for you.
/FAQ/Servicing-Transfers/Outgoing/Will-i-be-charged-any-fees-for-the-loan-transfer
How will I know when my loan has been fully transferred?
You’ll receive a welcome letter from your new servicer that includes the official transfer date and all the important contact details. This letter confirms that your loan has been successfully transferred and provides everything you need to get...
You’ll receive a welcome letter from your new servicer that includes the official transfer date and all the important contact details. This letter confirms that your loan has been successfully transferred and provides everything you need to get started.
/FAQ/Servicing-Transfers/Outgoing/How-will-i-know-when-my-loan-has-been-transferred