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

If you've experienced a financial hardship.

Click here to be taken to our Homeowner's Assistance page to get started.

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

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.

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.

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

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.

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.

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.

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.

This calculation will vary based on your Home Equity Line Agreement Terms.

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

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

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

To request a duplicate monthly account statement, Contact us. 

For details about your grace period, refer to your original mortgage documents or contact us.

There is no fee to enroll in automatic payments.

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).

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

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.

To view the mortgagee clause, visit MyCoverageInfo.com and enter your account details in the search box.

Click here to be taken to our Homeowner's Assistance page to get started. 

You can request to set up an escrow account to pay both taxes and insurance, or only taxes or only insurance. 

To request an escrow account, email us at customercare@mortgagefamily.com with a copy of your current annual insurance premium notice and/or tax statements. Please specify in your email if you would like to set up escrow for only taxes, insurance, or both. This will help us review your request appropriately.
 

Next Steps: 

When we receive your request, we review the account to determine eligibility to set up an escrow account. If the request is approved, we will send you an initial escrow disclosure letter. This letter gives a breakdown of the initial deposit required to set up the account and instructions to submit the deposit. When we receive your deposit, we will create the escrow account and add the escrow payment to your regular monthly payment. If your request for an escrow account is denied, we will send a denial letter with details.
 
Please allow 14 business days to process the request.

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

If you have specific questions about your renewal, speak to your insurance agent or company directly. Click here to read about recent changes.

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.

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.

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.

1. Complete the HELOC Disbursement Account Form
2. Provide a copy of a voided check from the bank account you are designating as your disbursement account.   
3. Allow 2 business days for the request to be processed. 
4. 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.

All change requests must be submitted in writing. Follow the steps below to submit a change to the designated disbursement account:

1. Complete the HELOC Disbursement Account Form  
2. Provide a copy of a voided check from the new bank account you are designating as your disbursement account.   
3. Allow 2 business days for the request to be processed. 
4. 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.

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

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.

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.

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
 

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.

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.

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.

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.

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.

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.

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

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

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

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

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

After the introductory period, the new interest rate is calculated based on the terms outlined in the Note. 

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. 
 

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.

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.

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.