Escrow Education Center
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Found 149 Results
Do I have to be escrowed for flood insurance?
Flood insurance requirements are established by the Federal Deposit Insurance Corporation (FDIC).
For specific information about your flood insurance coverage, 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.
For specific information about your flood insurance coverage, 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.
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How can I contact PHH Mortgage?
We are committed to providing world-class customer service at your convenience. We welcome your comments and questions regarding our website and our mortgage services.
Visit our Contact Us page to learn more.
Visit our Contact Us page to learn more.
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How do I submit a Request for Information or Notice of Error?
If you wish to request information or let us know of an error relating to the servicing of your mortgage loan, 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
PO Box 24695
West Palm Beach, FL 33416
PHH Mortgage
PO Box 24695
West Palm Beach, FL 33416
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Are there language access services available?
You can speak with a Customer Service representative in a language other than English, or get a verbal translation of any correspondence.
For New York City customers, translations and descriptions of commonly-used debt collection terms are available in multiple languages on the New York City Department of Consumer Affairs website, www.nyc.gov/dca.
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Once the account is paid in full, when will I receive my payoff overage check?
If you send additional payoff funds, we will send a check for the overage to the mailing address on file within 20 days. Please allow additional time for mailing.
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Can I access the website without registering?
To access your account information, you must first register on
MortgageQuestions.com. Once registered, you can use the credential created during registration to log in going forward.
Click here to get started with registering your account today.
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When I am trying to register, I have received the error message - "An account already exists"
If you receive the error message- "There is an account already created", then an online account has already been created for your mortgage.
If you are not able to log in with existing credentials, you should try resetting password/username as follows:
To recover the username:
On the login page, click on 'Forgot Username.' Provide the Social Security Number and the registered email address. The User will receive their username through the email address provided.
To reset the password:
On the login page, click on 'Forgot password.' Provide the username, Social Security Number and the registered email address. The User will receive a temporary password through the email address provided. 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 (!#$%()^*@!)
- Must not include username
If you are not able to log in with existing credentials, you should try resetting password/username as follows:
To recover the username:
On the login page, click on 'Forgot Username.' Provide the Social Security Number and the registered email address. The User will receive their username through the email address provided.
To reset the password:
On the login page, click on 'Forgot password.' Provide the username, Social Security Number and the registered email address. The User will receive a temporary password through the email address provided. Log in using the temporary password and existing username. On the next 'Change Password' page - input the temporary password as the 'Old password' and create a new password with below requirements:
- Must be 8 to 30 characters
- Must use upper- and lower-case letters
- Must include at least one number
- Must include at least one of the following special characters (!#$%()^*@!)
- Must not include username
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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.
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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 separately.
If the loans are serviced by different companies, the accounts will need to be registered separately.
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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.
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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 required
field.
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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 assistance.
If you continue to experience issues logging in, contact us for additional assistance.
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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 have
to be entered during every login attempt.
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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 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
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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.
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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.
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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 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
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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 different
from what you can claim.
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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 the Homeowner
Assistance Fund Program (HAF) that was applied to mortgage interest will be excluded from the Form 1098 interest amount.
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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 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.
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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.
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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 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.
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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 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.
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What is the PHH Mortgage Corporation Taxpayer Identification Number?
Should you need it, our Tax ID number is 22-2195996.
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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 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.
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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 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.
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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 (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.
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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.
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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 any such
property damage.
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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.
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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.
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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 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.
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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 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.
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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.
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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.
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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 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.
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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 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.
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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 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.
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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 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.
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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.
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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.
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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 taxes,
you are responsible for paying the taxes by the due date.
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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 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.
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How does PHH know what amount to pay for my taxes?
The taxing authority provides the amount of taxes to pay.
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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.
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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.
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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 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
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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.
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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 construction.
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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 taxes given to homeowners in Pennsylvania.
Note: We do not pay occupational taxes given to homeowners in Pennsylvania.
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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 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.
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How often are supplemental taxes assessed?
Supplemental taxes vary by state and county.
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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.
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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 removed. Please continue to make the escrow payment
until you receive confirmation of the escrow account removal. Learn more in our
Escrow Education Center.
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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
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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 account, please contact us.
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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.
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How do I start a review for mortgage assistance?
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.
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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.
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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.
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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 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
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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 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.
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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.
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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 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.
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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 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.
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How do I calculate monthly payment?
This calculation will vary based on your Home Equity Line Agreement Terms.
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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 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
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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 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.
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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 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.
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Can I receive a duplicate statement for a previous month?
To request a duplicate monthly account statement, Contact us.
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Do I have a grace period?
For details about your grace period, refer to your original mortgage documents or
contact us.
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Is there a fee to enroll in automatic payments?
There is no fee to enroll in automatic payments.
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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 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).
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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.
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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.
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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.
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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.
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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.
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.
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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.
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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, 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.
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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 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.
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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 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.
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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 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.
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Escrow Education Center
Here you can learn about escrow, what it means and how it works. You can also check out information like escrow analysis, escrow shortage and overage, taxes and insurance and other commonly asked questions.
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Homeowner's Assistance
PHH is The Leader in Loss Mitigation!®. If you are having trouble making your monthly mortgage payment, PHH Mortgage can help.
To Apply for Assistance
**For Repayment Plans Forbearance Plans, Loan Modification, Pre-Foreclosure Sale or Deed-in-Lieu, use the link below to Apply for Assistance:
To Apply for Assistance
| 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 or by downloading it here. |
There are other options available that may allow you to keep your house by making your payments more affordable.
- Homeowner Assistance Fund - The US Treasury allocated funds to each state, including the District of Columbia and Puerto Rico, to provide financial assistance to homeowners who are struggling to pay their mortgages due to the Covid-19 pandemic. You may be eligible for financial assistance through this program. For more information on how to apply for these funds, please refer to your state for specific information. PHH Mortgage is committed to working with each state to process these funds. Learn More
- State Assistance Resources - Access information and details on applying for homeowner assistance funds in your state. Learn More
- Repayment Plans - You may have had a short-term hardship that resulted in the inability to make your mortgage payment. If that hardship is resolved, a repayment plan may be an option for you. We will review your application for homeowners' assistance and determine if this is an affordable option for you. This will allow you to bring your mortgage loan current, without altering the terms or maturity date of your Note.**
- Natural Disasters - PHH Mortgage and its employees are here to help as you recover from the devastation caused by the recent disaster. Learn More
- Forbearance Plans - A forbearance plan may be an appropriate option for you if you are experiencing an unresolved, short-term financial hardship. This hardship may be due to loss of income resulting from unemployment, illness, or perhaps a disaster. A forbearance plan will allow you to reduce or suspend your mortgage payment for a set period of time. We will review your application for homeowners' assistance and determine if this is a suitable option for you. At the end of the forbearance plan, you will be required to repay any past due amount. However, you can apply for a repayment plan or a modification to determine if you're eligible for either of those options to assist in resolving the delinquency to bring your account current.**
- Loan Modification - If you have experienced a financial hardship that resulted in the inability to pay your mortgage payments, or you anticipate that you may have trouble paying your mortgage timely due to a change in your financial circumstances (e.g. divorce, death of a borrower, or a long-term disability), then a modification of your existing loan terms may be the appropriate option for you. Modification terms will be determined based on a review of your financial information provided by you in your complete application for homeowners' assistance. The potential terms are set forth by the investor of your loan. They may include a possible rate reduction, an extension of the term of your loan, or even a principal deferment to reduce your total monthly payment to an affordable payment so that you can remain in your home. **
- Pre-Foreclosure Sale - This option allows you to sell your home for fair market value, which may be less than your mortgage debt and avoid foreclosure. You may also qualify for relocation costs. However, there can be negative impacts such as having to move out of the home and possible tax implications.**
- Deed-in-Lieu - Another effort to avoid a foreclosure is a Deed in Lieu (DIL). This is the practice of transferring the property to the lender and being released from the debt. The benefits are you avoid having to sell the home and may even qualify for relocation assistance. However, there can be negative impacts such as having to move out of the home and possible tax implications. **
**For Repayment Plans Forbearance Plans, Loan Modification, Pre-Foreclosure Sale or Deed-in-Lieu, use the link below to Apply for Assistance:
| 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 or by downloading it here. |
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Onity Mortgage - FAQs
We are excited to announce that PHH Mortgage will be changing its name to Onity Mortgage.
Your mortgage servicer is not changing, and there is nothing you need to do right now related to our name change. We are the same company with a nearly 40-year legacy of serving homeowners, but now with a new name that is built with our customers in mind.
Frequently Asked Questions:
Is my mortgage account being transferred?
No, your mortgage is still being serviced by the same company. You will just see Onity Mortgage where you used to see the company name PHH Mortgage.
Will my account number or any other details about my account change?
No, your account number is not changing. Your mortgage is still being serviced by the same company. You will just see Onity Mortgage where you used to see PHH Mortgage.
Do I need to do anything due to your name change?
For some customers, we will provide a new website address and mobile app to utilize in the future. If this applies to you, we will send you details about the new website address and mobile app link to download.
Will my online or mobile app log in credentials change?
No, your username and password will not change and will not need to be updated due to our name change. However, you may need to review your spam filter as some of our email address updates may cause emails or web alerts to be inadvertently directed to spam folders.
Is PHH Mortgage going away completely?
No, PHH Mortgage is still the licensed mortgage entity for Onity Mortgage. You will still see PHH Mortgage in a limited way such as on your credit report.
I use my bank’s bill payer service. Do I need to update anything with my bank?
No, we will continue to accept payments to PHH Mortgage. However, please feel free to update your bill payer information to Onity Mortgage for ease of reference in the future.
I’m on Autopay, where you currently automatically draft my payment. Do I need to do anything?
No. No updates are needed if you make Autopay payments via our website.
I mail my monthly payment to you - do I need to do anything?
We will continue to accept checks made payable to PHH Mortgage. Please feel free to make your check payable to Onity Mortgage in the future though.
Will I see a different name on my credit reporting?
Yes, you will see both the PHH Mortgage & Onity Mortgage names on your credit report. For example: PHH Mortgage dba Onity Mortgage or PHH/ONITY
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February 1st - Welcome First Community Mortgage, Inc. Customers
Welcome to PHH Mortgage. A home is one of the biggest investments you can make, and we know how important it is. This page introduces you to your servicing transfer timeline and what you can expect during the process.
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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 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
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Transfer FAQs
Find answers to frequently asked questions about mortgage transfers.
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Find Your New Account Number
Welcome to PHH Mortgage and your new upgraded mortgage experience. We understand that mortgage transfers can be frustrating, but we are here to help guide you through the process. Use this tool to help locate your new account number.
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Terms & Conditions
Read through the Terms of Use Agreement that govern your use and access of the Website.
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Tips to Secure Yourself and Your Account
Learn how to secure your money and personal information to protect against fraud.
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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 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.
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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.
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Homeowners Insurance Tips
Recent insurance company cost increases may impact homeowners with properties in certain states. Learn more on how to take action when costs surge.
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Frequently Asked Questions
Learn more about homeowners' assistance options If a financial hardship is affecting your ability to make your mortgage payments.
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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 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.
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Contact Us Content
We appreciate your business and want to hear from you. Our Customer Service agents look forward to assisting you. For fastest assistance,
log in to your account to send us a secure message or chat with us.
If you are having trouble accessing your online account, enter the details below that match your mortgage account.
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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 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.
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My Mortgage Was Opened with PHH Mortgage
Thank you again for obtaining your new mortgage through PHH Mortgage! Get started with managing your mortgage by setting up your online account and learn more about payment options.
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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, 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.
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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.
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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.
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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 filing
can reflect on a credit report for 7 to 10 years.
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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 discharged through
chapter 12 or 13 bankruptcy cases, credit reporting stops if the collateral was surrendered or the lien was avoided.
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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.
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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 and
can take action to protect that interest.
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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.
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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.
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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.
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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 eligibility and a fee may apply.
Recasts are subject to eligibility and a fee may apply.
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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.
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About Us
PHH Mortgage is a full-service mortgage company, helping customers for nearly 40 years. Our 5,000 employees are committed to delivering personalized mortgage service to help customers save money and build equity.
As a subsidiary of Onity Group Inc., a leading financial services company, our success is grounded on a shared set of
Company Values that guides our behavior and defines the way we do business.
We’re a servicing leader with a strong track record of success in foreclosure prevention and loss mitigation helping homeowners stay in their homes. We focus on working together with our customers to give a great customer experience.
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Careers |
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Want to find out what career positions we have available? Research our opportunities to |
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Welcome AmeriHome Customers
If you received notice that your loan is being transferred to PHH Mortgage by AmeriHome on September 1st, this section is for you. Here you can learn more about the transfer and what comes next for your loan. Welcome again to the PHH Mortgage
family. We’re excited you’re here and we look forward to serving you. Be on the lookout for communications from us including a personalized video with helpful information about the loan transfer.
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Welcome The Federal Savings Bank Customers
Welcome to PHH Mortgage. A home is one of the biggest investments you can make, and we know how important it is. This page introduces you to your servicing transfer timeline and what you can expect during the process.
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Welcome American Pacific Mortgage Corporation Customers
If you received notice that your loan is being transferred to PHH Mortgage by American Pacific Mortgage Corporation on August 1st, this section is for you. Here you can learn more about the transfer and what comes next for your loan. Welcome
again to the PHH Mortgage family. We’re excited you’re here and we look forward to serving you. Be on the lookout for communications from us including a personalized video with helpful information about the loan transfer.
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October 3rd - Welcome Finance of America Mortgage Customers
Welcome to PHH Mortgage. A home is one of the biggest investments you can make, and we know how important it is. This page introduces you to your servicing transfer timeline and what you can expect during the process.
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May 1st - Welcome Nations Direct Mortgage, LLC Customers
Welcome to PHH Mortgage. A home is one of the biggest investments you can make, and we know how important it is. This page introduces you to your servicing transfer timeline and what you can expect during the process.
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May 1st - Welcome Canopy Mortgage, LLC Customers
Welcome to PHH Mortgage. A home is one of the biggest investments you can make, and we know how important it is. This page introduces you to your servicing transfer timeline and what you can expect during the process.
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May 2nd - Welcome Nations Direct Mortgage, LLC Customers
Welcome to PHH Mortgage. A home is one of the biggest investments you can make, and we know how important it is. This page introduces you to your servicing transfer timeline and what you can expect during the process.
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June 1st - Welcome Nations Direct Mortgage, LLC Customers
Welcome to PHH Mortgage. A home is one of the biggest investments you can make, and we know how important it is. This page introduces you to your servicing transfer timeline and what you can expect during the process.
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June 1st - Welcome ResiCentral, LLC Customers
Welcome to PHH Mortgage. A home is one of the biggest investments you can make, and we know how important it is. This page introduces you to your servicing transfer timeline and what you can expect during the process.
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June 4th - Welcome Nations Direct Mortgage, LLC Customers
Welcome to PHH Mortgage. A home is one of the biggest investments you can make, and we know how important it is. This page introduces you to your servicing transfer timeline and what you can expect during the process.
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March 1st - Welcome SecurityNational Mortgage Company Customers
Welcome to PHH Mortgage. A home is one of the biggest investments you can make, and we know how important it is. This page introduces you to your servicing transfer timeline and what you can expect during the process.
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March 1st - Welcome First State Bank of St. Charles, MO Customers
Welcome to PHH Mortgage. A home is one of the biggest investments you can make, and we know how important it is. This page introduces you to your servicing transfer timeline and what you can expect during the process.
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April 1st - Welcome SecurityNational Mortgage Company Customers
Welcome to PHH Mortgage. A home is one of the biggest investments you can make, and we know how important it is. This page introduces you to your servicing transfer timeline and what you can expect during the process.
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New Customers
New Customers
Are you a new customer? Was your account recently transferred to PHH Mortgage? Regardless if PHH is servicing your loan directly or servicing it on behalf of another servicer, we welcome you to our digital site. We’re glad you are here, and we want to make your transition to PHH Mortgage as easy as possible.
PHH Mortgage is one of the nation’s largest non-bank mortgage servicers and we are committed to delivering exceptional service. Helping homeowners is what we do!®
Welcome to PHH Mortgage:
- March 1st - First State Bank of St. Charles, MO
- March 1st - SecurityNational Mortgage Company
- April 1st - SecurityNational Mortgage Company
Which best describes you?
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My Mortgage Was Transferred to PHH Mortgage
If you received notice that your mortgage was transferred to PHH Mortgage, this section is for you. Here you can learn more about the transfer and what comes next for your account.
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Ways to Pay
We offer multiple flexible ways to make your payment - choose the one that's right for you.
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Set it and forget it! It's free, flexible and could save you money. Learn more and enroll today. |
Make one-time monthly payments by logging into your account. Some fees may apply. Learn more or make a payment today. |
Use a bill pay service, pay by check or money order, or call us. Learn more. |
Paying by telephone, IVR, or internet is entirely optional and, unless otherwise specified, involves a fee retained in whole or in part by PHH Mortgage. There are alternative methods of payment involving no fee, such as mailing a check or money order, or
scheduling monthly bank account debits, while some methods of payment involve a lower fee than others. Typically, the fee for paying online is lower than or equal to paying through our automated telephone system, and generally the fees for paying through a
call with a live agent are higher. However, paying online is free for those enrolled in paperless billing. Late fees may be incurred if a payment is not received within the grace period regardless of payment method.
Click here to learn more about potential fees and how to avoid them.
Check out our Frequently Asked Questions to get answers to questions about your mortgage such as making payments, escrow, taxes and more.
Click here to view a list of common fees and costs that may be assessed on a mortgage loan.
Actual fee amounts may vary based on the terms of the loan documents and applicable state and federal laws and regulations. This list does not include all fees and costs that may be charged, including, but not limited to, non-common costs, foreclosure costs, bankruptcy fees, attorney fees and court costs.
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Ways to Pay
We offer multiple flexible ways to make your payment - choose the one that's right for you.
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Upgrade Your Online Experience
We delight our customers with caring service and innovative home-ownership solutions. Upgrade your online experience in 3 easy steps!
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Transfer FAQs
Find answers to frequently asked questions about mortgage transfers.
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Online Account Setup
Take advantage of these helpful services to better manage your account.
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Mobile App
Introducing our newly redesigned MQ.com Mobile App – Managing your account on the go has never been easier!
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Disaster Assistance
PHH Mortgage and its employees are here to help as you recover from the devastation caused by the recent hurricanes.
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Taxes and Year-End
Learn more about when you'll receive your Form 1098 or refer to the Taxes and Year-End Frequently Asked Questions for more details.
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Understanding Escrow
An escrow account is money set aside from your monthly mortgage payment to pay expenses related to property taxes and insurance.
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Trouble Accessing Documents?
Understand how to access PDF documents from our website on various devices.
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Onity Mortgage - FAQs
We are excited to announce that PHH Mortgage will be changing its name to Onity Mortgage.
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Understanding Fees and How to Avoid Them
Understanding fees and how to avoid them.
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