You’ve received a letter regarding a September 1 transfer of your mortgage. We look forward to working with you and we’re dedicated to providing you with exceptional service. We understand that a servicing transfer can lead to a lot of questions. 

To help you through the transfer process, here are several key dates and some answers to common questions:

Dates Events
September 1, 2020 The servicing of your mortgage (collecting your payments, paying your property taxes and homeowner’s insurance bills, etc.) transfers from PHH to NewRez. We can start accepting your payments, but we won’t be able to process them for at least 7 days. You will still be credited for the day you make your payment.
September 1 – 7 We’ll be loading your mortgage information into our computer systems and testing the data for accuracy and completeness. NOTE: During this time, we’ll be able to access only a limited amount of information about your loan.
September 8 Your loan will be fully active on our systems, and we’ll be able to process your payments. We’ve also created a set of helpful online tools that can make managing your mortgage simple and easy—all you need to do is set up (“register”) your online account.

Want the speed and convenience of online mortgage management?

Starting on September 8, you can set up (“register”) your online mortgage account to enjoy these benefits and more:

  • Make payments (one-time or monthly recurring)
  • Sign up for paperless e-statements
  • View and print statements and tax documents (e.g., Forms 1098 or 1099)
  • Sign up for text and e-mail notifications
  • View transaction history and escrow account information
  • Get payoff information

FAQs

For various business reasons, the owners of mortgage loans sometimes transfer the servicing of those loans to another servicer. Your loan transfers to us on September 1, but we won’t have access to all of your loan information until September 8. None of your mortgage terms will change; the only difference is the company you send your payments to.

It takes time to properly and accurately close your PHH account, reconcile the information, and open your account at NewRez. That’s why we won’t be able to access your full account information until September 8.

No, you don’t need to do anything before your loan transfers. Please continue to send your payments to PHH as usual through August 31. On September 1, when your loan transfers, you may need to change your payment information—depending on how you prefer to make your mortgage payments. See below for details about our payment options and what you need to do for each one.

If you have questions before September 1, call PHH at 888-820-6474.

Starting on September 1, call us at  (877) 263-0382 —but please note: We will only have limited information about your mortgage until September 8, when your loan becomes fully active in our systems.

Send your payments to PHH through August 31. We can accept your payments starting September 1, but we cannot process them before September 1. However, we’ll credit your account as of the date we receive your payment.

Please send your regular mortgage payments to PHH through August 31. But even if you send PHH a payment on or after September 1, they will forward that payment to us. It may take some time for your payment to reach us, but as soon as we receive it, we’ll credit your account as of the date PHH received it. Note: We will not charge late fees for the first 60 days your loan is with us.

Yes. Your new loan number is noted in a letter we recently mailed you; it’s also included in the welcome packet we’ll soon be sending to you. Please mention your new loan number whenever you call us and write it on any correspondence you send us. Also be sure to write it on any checks or money orders you send us.

We’ll mail your official welcome letter around September 8 to the mailing address PHH has on file.

Starting on September 1, please update your bill-pay service with your new loan number and your new servicer name:

NewRez LLC

P.O. Box 740039

Cincinnati, OH 45274-0039

We can’t process your payment until September 8 (when your loan becomes active on our computer systems), but we’ll credit your account as of the date we receive your payment.

Starting on September 1, write your new loan number on your check or money order and make it payable to:

NewRez LLC

P.O. Box 740039

Cincinnati, OH 45274-0039

We can’t process your payment until September 8 (when your loan becomes active on our computer systems), but we’ll credit your account as of the date we receive your payment.

Nothing. Monthly autodraft arrangements transfer to us automatically from PHH; we’ll withdraw your payment from your bank account on the date and in the amount you specified with PHH. However, we can’t process your payment until your loan becomes active with us on September 8. But we’ll credit your account as of the payment date you specified.

No. Only your monthly mortgage payment autodraft information will transfer to us; additional autodraft payments will not transfer automatically. To set up additional payments (toward your principal or escrow), call us at (877) 263-0382 or visit our website starting September 8:

  1. Starting September 8, visit our website (www.newrez.com/sign-in) and follow the online screens and prompts to create (“register”) your online mortgage account.
  2. After you log in to your account, click “Payments” at the top of the page. From there, select “Schedule Recurring Payment.”
  3. Enter any additional principal and/or escrow amounts, select a withdrawal date, and provide your bank account information.

Biweekly autodraft arrangements will not transfer to us. To set up biweekly autodraft, call us at (877) 263-0382 or visit our website starting September 8:

  1. Starting September 8, visit our website (www.newrez.com/sign-in) and follow the online screens and prompts to create (“register”) your online mortgage account.
  2. After you log in to your account, go to the “Help” tab at the top of the page. From there, select the “Contact Us” option.
  3. For the subject, select “Payment Inquiry and Auto Payment Setup.” A dialogue box will open automatically.
  4. On the dialogue box, click on the final option to download the “Biweekly ACH Draft Authorization” form.
  5. Complete the form and return it to us via the contact information provided.

PHH is responsible for providing your 1098 tax document through August 31. Please contact PHH if you have any questions related to your 1098 tax document. NewRez will send you a tax statement for the time your loan has been with NewRez.

Questions about your account?

If you have questions about your account, call 877-258-4964.

Our Customer Care Team is available in Eastern Time:

8:00 a.m. - 10:00 p.m. Monday - Friday

8:00 a.m. - 3:00 p.m. Saturday