General FAQS
Valuable information about how to use this site and descriptions of general processes. Learn how we ensure your information is secure, when and how to be approved for a loan and how to change your information after you have submitted it.
Online Security
We respect the fact that a mortgage loan application contains confidential information that needs to be treated responsibly and with care. For that reason, we use an advanced security system in all Internet-based communications and in the management of personal records. For complete details on how we protect your information and the security methods we use, please visit the Your Privacy page.
Fees
IMPORTANT NOTE: The link below will take you to MortgageQuestions.com, the servicing site for all PHH Mortgage. The fee schedule list is broken down by state and lists routine fees that may be incurred or charged by PHH Mortgage Services, and its affiliates, or its service providers, but is not inclusive of all fees and costs that may be incurred for services rendered on an account. Additional fees could be charged for services not listed below. All fees are subject to change without notice and may not be applicable in all states, on all types of loans, or on certain loan classifications or situations.
Get Assistance
PHH Mortgage has language access services available. This includes customer service options to speak with someone in a language other than English and the ability to obtain a verbal translation of any correspondence.
For New York City consumers, 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.
1.
If you are not satisfied with any aspect of the servicing of your account, please contact our Customer Service Department at (800) 210-8849.
2.
If you remain unsatisfied with your response from our Customer Service Department, please contact an escalation specialist at (855) 703-3662. Our escalation specialists are available from 8:30 a.m. to 5 p.m. (ET).
3.
We will provide you with a substantive response generally within 30 calendar days of receipt. If we require more than 30 days to provide a substantive response to you, we will so advise you within 30 days of receipt.
What you need to provide:
Your name, mortgage loan account number, and property address
A daytime telephone number or email address where we can contact you
A clear description of your concern or problem
New York Property Owners - Customers may file complaints about their Servicer with the New York State Department of Financial Services. Customers may also 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/. PHH is exempt from registration with the Superintendent.
How do I submit a Request for Information or Notice of Error, including a Qualified Written Request?
If you wish to request information or assert an error relating to the servicing of your mortgage loan, including any Qualified Written Requests, you must use the address below and include your name, your mortgage loan account number, property address and a statement of either the information you are requesting or the error you believe has occurred:
Customer Service
P.O. Box 66002
Lawrenceville, NJ 08648
