Servicer Contact Options
Phone: 800-936-8705
Monday – Friday 9:00 a.m. – 8:00 p.m. EST
Call volume is extremely high, so we ask for your patience and understanding as we do our best to assist all customers.
Website: mortgagequestions.com/coronavirus | COVID-19 Hardship Form
Email: covid19assistance@mortgagefamily.com
From Servicer Website
What is a forbearance plan?
A forbearance plan provides immediate relief to borrowers experiencing a temporary hardship by suspending the required monthly mortgage payments. Offering a forbearance plan allows us to provide assistance quickly by not requiring documents to be submitted for review or additional paperwork to be signed and returned.
The initial forbearance period currently offered for those impacted by COVID-19 is three months. The forborne payments will not be forgiven and will be due at the end of the three-month plan; however, assistance options may be available as outlined below.
What happens at the end of the initial forbearance period?
Before the forbearance plan expires, we will contact you to discuss your current status and determine what options may be available given your situation, which may include:
- Forbearance period extension – in certain cases, additional time may be provided to suspend the required monthly mortgage payment
- Lump sum payment – for those who are able to reinstate the loan, pay the full amount owed from the forbearance period. Please keep in mind that paying what you can during the forbearance period will help offset this amount
- Repayment plan – over a number of months, pay the regular mortgage payment plus an additional amount in order to pay off the full amount owed from the forbearance period
- Loan modification – if you are unable to pay the lump sum or enter a repayment plan, we may be able to offer a loan modification for qualified borrowers
Why is the only option now a forbearance plan?
As a mortgage servicer, PHH Mortgage must comply with guidelines set forth by the entity that is the owner or investor of the mortgage. These entities include Fannie Mae, Freddie Mac, Veterans Affairs (VA), Federal Housing Administration (FHA) and other private companies.
The major mortgage investors are offering forbearance for customers who need assistance during the COVID-19 pandemic. The guidelines and rules are evolving, and we will keep you apprised of changes and if additional options become available. Prior to the end of the forbearance period, we will review with you all available options at that time.
Ready to proceed with an assistance request?
Please complete and submit the form below if you wish to notify us that it is not possible to make the required monthly mortgage payments due to COVID-19. After our team has reviewed the request, we will respond as quickly as possible and either mail a notice detailing the forbearance offer, or if your situation does not meet the requirements for a forbearance plan, we will notify you and outline your mortgage assistance options.
Please know that we are working as quickly as possible, but turnaround times may be as long as 10 days due to high volume. We apologize in advance for any delays.
If you have forbearance questions and would like to speak to a certified housing counselor, please call the Hope Hotline at 995Hope.org
Please ask questions or report your experience with this servicer below. Your feedback will help other homeowners navigate homeownership preservation options. REMEMBER: Ask for everything in writing to protect yourself against surprises.
can i still refinance while Im on forbearance plan?
If you are on a forbearance plan and did not skip any payments, you would not be prevented from refinancing in most cases. If you did skip payments, or go into a deferment plan (add skipped payments to end of mortgage) there may be a requirement that you make up to 3 or more on-time payments before being eligible.
We are also seeing where lenders are imposing waiting periods after a forbearance regardless of any other guidelines that exist.
You would not however be able to refinance a mortgage in forbearance and have that loan still be in forbearance after it closes.
If you would like, you can email me more details about your situation, and if it looks like there’s a path to refinance, I can introduce you to someone that I know and trust that can help with that.
My email is scott@findmywayhome.com – I hope this helps?
I had been hospitalized in January for a condition in which I must have surgery but the situation with Covid has prolonged the surgery, during that time until now I have been out of work and until last month I had enough funds to pay the mortgage, sadly I’m unable to make this months payment because of insufficient funds. I’m finally having my surgery this Wednesday, July 15th of which I will be out of work for a longer period of time. I have applied for disability through my job and it seems to be taking them forever to process my request, they seem to have overlooked my request with the excuse of the Covid situation, I sent the request since March 23rd, they finally found it and they are working on it. Go figure, I thought that it would be processed by now and I would have the funds to be able to pay the mortgage. This is the situation I’m in I have but maybe $30 in my bank account, I’m worried because if you look at my payment record, I’ve been on time with my payments. I hope that this is enough information if not I will be happy to provide you with more info. Thank you for your time, I will be waiting for a response hopefully soon.
Hi Maria, it is important that you contact your servicer and ask them for forbearance. You can use the tools on this site to determine if your mortgage is federally backed and covered under the CARES Act. You can find your servicers contact information above.
I have had help with mortgage payments by my son who had his hours cut due to company’s covid 19 lost in income. So far I haven’t missed a payment but that will surely change in the month ahead.
If your behind on your mortgage payment can you still qualify for forbearance? My husband lost his commission due to Covid and we got behind, but have been making payments to try and catch up, but still a month behind.
According to the CARES Act, you can be granted forbearance if you are behind on your mortgage. If your mortgage is not covered under the CARES Act, you need to contact your servicer. If you are only one month behind, once you receive forbearance no other late payments will show up on your credit.
We applied for forbearance on July -28th by filling out your form online. Approximately how long should it take to hear from you about it?
Joe, this site is not your servicer’s website. They will not get this question. Please contact your servicer directly to follow up on your forbearance request.
I filled out the short for today, about how long does it take to hear back?
I have several properties that i rent out, the tenants have been living there for over 8 years , and always paid their rent, but now since covid-19 they are unable to paid their rent, barely feeding their families, all of them are either ill with covid or laid off from their job, and still waiting on unemployment, i am unable to make payments because this is my only source of income, i cant afford to evict them because their families don’t have any where else to go, and i cant afford to evict them. but if the properties are put up for sale and i lose them they will be put out, i am requesting help from your covid 19 assistance program, if i can get the 3 months free it would help me until things get back to normal, i have been told most of my tenants are scheduled to go back to work by then, i am including my mortgage loan numbers for your response ,
1.8010785007( 2291 wood st
2.8013779775( 902 bernice ct
3.7141997739(18 stonegate dr
4. 8010784994 201 s 23rd st these are all my properties that i am requesting temporary assistance with, i am currently in the process of modification process with PHH
Hi Donald, PHH does not monitor this website (but they should!). Please make sure you contact them by mail or phone to make arrangements for your rental properties.
WE WILL NEED HELP IN PAYING OUR MORTGAGE DUE TO THE COVID19 VIRUS, WE HAVE A THREE FAMILY RENTAL PROPERTY AND ALL THE APARTMENTS ARE RENTED, BUT THE TENANTS HAVE EITHER LOST THEIR JOBS OR THEIR HOURS HAVE BEEN CUT, REDUCING THEIR INCOME.WE CAN NOT EVICT ANY ONE IN NEW YORK BECAUSE THE GOVERNOR HAS PUT A STOP ON ALL EVICTION UNTIL THE END OF THE YEAR.
It is important that you contact your servicer immediately to see what your options might be. OCWEN/PHH does not monitory this website, however, you will find all of their contact information on this page. Only your servicer can grant you payment relief options during the Governor’s foreclosure moratorium.
i NEED AN EXTENSION ON MORTGAGE PAYMENTS . i AM STILL UNABLE TO MAKE PAYMENTS
Hi Richard, your servicer does not monitor this website, you will need to use the contact information at the top of the page to reach out to OCWEN | PHH and request forbearance directly from them.
If I elect to do the forbearance for three months and at the end of three months I cannot make the payments. What are my options. Is it possible to move the three payments to the end of my loan.
Hi Tammie,
Under the CARES Act, if your mortgage is federally backed then you have the ability to extend your forbearance up to 12 months if your financial situation has not recovered.
Moving the skipped payments to the end of the loan is called Deferment, and is a common way to reinstate your loan and get it back into good standing.
Deferment is available as an option for federally backed mortgages, but if your loan is not covered by the CARES Act, your servicer has the ability to determine what options are available to help you get back on track after the forbearance.
I take care of my mother and she applied for and was granted six months of PHH loan forebarence. My question is. Are they continuing to charge you interest during those six months? so your principal would increase during the forbearance plan?
I have a mortgage with PHH, I called them back in March of 2020. I explained my financial hardship. I was informed that their were several programs available to help assist homeowners struggling with their payments.
I was told that there was an Unemployment Assistance program the give the homeowner up to 12 months allowing me to make partial payments. I was also told that they had a disaster, repayment plans, and the last being a loan modification. I have been in communication with them on a consistent basis calling every other month.
I informed them that I was interested in the Unemployment Assistance Program for which I could have been making at least partial payments. But was told that that program was not in place yet (although they offered it as an option).
I called back a month later asking when I would be able to start making my partial payments under this program? I was then informed that I was placed in the forbearance plan. And once that ends I still had the Unemployment Assistance Program, the Disaster Plan, and a repayment plan, and loan modification as other options.
I informed them that I wasn’t contacted or informed regarding them putting into the forbearance plan. And that I preferred the UEI
Assistance Program instead. They explained that once the forbearance ended I would be contacted about my further options.
Well back in December when they took me out of the forbearance plan, I was told that I needed to do a trial modification for three months and if I do not miss a payment I would be eligible for a loan modification. I immediately expressed that I WAS not interested in a loan modification because I have a lien on my home regarding a pending lawsuit.
I even asked if I can send in the payments that I had saved since they never enrolled me in the program where I could have made partial payments at least. I was discouraged to do so and was told that I can use those funds to make the three month trial payments and was assured by numerous reps that once the 3 payments were received that there are other options other than the modification. That if I declined the modification that there were many other programs that are available.
Well apparently they ended my forbearance plan after 9 months and reported my payments as late to the credit bureaus (I was assured that while I’m having financial difficulties making payments that deliquent payments would not be reported along with any late fees).
My plan was to take out a loan from my Credit Union to pay all back payments. But since they reported my payments as late my credit score dropped by over 60 pts. Now I don’t qualify for the loan anymore. And now they’re telling me my only option now is to pay the total lump sum, or a repayment plan where I’m paying double mortgage payments for a year to become current, or a short sale if I didn’t want to go with their loan modification.
They’re claiming that I requested this loan modification which is an absolute lie! Why would I ask for something I believed I wouldn’t even qualify for in the first place? They just kept pushing the loan modification on me. And I kept it clear that I was not interested.
The terms of this modification is a crappy deal to say the least. My interest rate is lowered to 2% (compared to my current rate of 4.75%). And my new payments will only be $80 less than my current mortgage payment. My last modification from over 10 years ago at 2% lowered my payment by over 50%, making my payments $500 from $1100. And about $23,000 was deferred.
But this modification would only save me $80 less than 10% a month and they want to add a $65,000 balloon payment on top of that! This would wipe out all my equity. Preventing me from ever refinancing to make repairs to my home to add equity and raise the value of my home. If I refinance they’re getting the balloon payment out of that.
Then I later read that homeowners are eligible to get up to 18 months of forbearance. They said I have less than a month to decide whether or not I want to proceed with the modification and once I decline, the offer will no longer be available as an option.
Do I have any recourse? I’d appreciate any advice you may have. Thank you.
Hi Raquelle, I’m so sorry to hear about your hardship here. Unless your loan is owned or backed by the Federal Government (Fannie Mae, Freddie Mac, FHA, VA or USDA) the terms of your forbearance and your options for exiting forbearance is dictated by the servicer.
It doesn’t sound like they are treating you like you are covered under the CARES Act, which allows for different terms.
It sounds like they are doing a horrible job of communicating with you, and this isn’t surprising. What can you do about it? I’m not sure. If you don’t have the money to hire an attorney, I would try to get your local news station or newspapers involved to bring public awareness to how they are treating you.
It doesn’t sound like they’re doing anything illegal, but I wouldn’t say that they are doing the right thing either.
I really wish I had a better answer for you. If it seems inevitable that will not be able to manage their solution, you always have the ability to sell the home and take your equity, and buy a new home elsewhere. I know, not a great option, but better than losing the home and equity in the future if you do nothing.
I hope this helps?
I have been engaged with Ocwen /PPH criminals for over 2 1/2 years trying to get a loan modification. I have a ton of equity in my home and fell into pre-foreclosure and started the process for a loan modification nearly 3 years ago. Then the pandemic hit. Now that I have lost my excellent job in plastic surgery and I’m living on unemployment …now as predicted they tell me I am declined for a loan modification because I have no employment and I’m living on unemployment benefits . As this was already in play before the pandemic hit do I have any recourse through the cares act? I do have an attorney fighting this. I am just educating myself. Thanks!
We set up a loan modification with phh 3 payments needed to be sent Nov/dec/ jan. Phh sent us a statement for each month of the trial period of 655.70 phh then cashed the first payment was a money order they sent back Dec payment of 655.70 that also was a money order. Thay are telling us that the payment was insufficient and the amount of trial for each month is 693.81 why did phh wait so long to bring this to our attention. We are so upset about this we are trying so hard to make this mortgage payment and I just don’t understand why phh didn’t let us know about this sooner and we could have had time to correct it. And when we call phh we get someone new who hasn’t got a clue about what we are talking about.