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.