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 below chart is a list of common fees and costs that may be incurred by the borrower as a result of services requested and/or services rendered or incurred in connection with the mortgage loan. Actual fee amounts may vary depending upon 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, attorneys fees and court costs. If you have any questions about other fees or services, please contact Customer Service.
|
Fee/Cost Title |
Description |
Amount/Calculation |
|
Loan /Payment History |
Document that provides the last twelve (12) months, unless other time period requested, showing the date and amount of all payments made or credited to the account and total unpaid balance. |
$0.00 - $10.00 each* |
|
Bad Check/ Non-sufficient Funds Fee ("NSF") |
Fee charged to borrower due to bad check or insufficient funds in account used to tender payment. |
$0.00 - 50.00 each* |
|
SpeedPay via Website/ Automated Phone System |
Fee charged to borrower when borrower uses the SpeedPay system to cover costs to process SpeedPay payments. |
$7.50 each* |
|
SpeedPay via Extranet (Representative only) |
Fee charged to borrower when borrower uses a live representative to process a SpeedPay. |
$17.50 each* |
|
Late Fee |
A fee charged to you when you fail to pay your mortgage payment as agreed; on or before your payment due date and/or prior to the expiration of your grace period. |
Late fees are assessed in accordance with the terms of your Note and Mortgage/Deed of Trust |
|
Property Inspection |
Fee charged to borrower for an exterior inspection of property when loan is delinquent 45 days or more. |
$0.00 - $40.00 each inspection* |
|
Copy of Amortization |
Schedule that reflects the monthly mortgage payments broken down by interest and principal for paying off the loan based on loan term (i.e. 30 years, 15 years, etc.). |
$0.00 - $15.00 each* |
|
Payoff Quote Fee (Demand Fee) |
Fee charged to a borrower when a payoff statement is requested. |
$0.00 - $30.00 each |
|
Copy of Loan Documents |
Fee charged to borrower when copies of loan documents, including but not limited to note, mortgage, duplicative escrow statements or duplicative 1098s are requested by borrower. |
$0.00 - $10.00 each* |
|
Duplicate Coupon Book |
Fee charged to borrower if duplicate copy of coupon book is requested. |
$0.00 - $5.00 each* |
|
Verification of Mortgage |
Fee charged to borrower or authorized third-party for document verifying mortgage. |
$0.00 - $20.00 each* |
|
Priority Statement Fee |
Fee charged to borrower for an urgent or faxed request for documentation in addition to any document charge. |
$0.00 - $20.00 each* |
|
Certified Mailing Fee |
Fee charged to a borrower for a certified mailing. |
$0.00 - $7.30* |
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
