Account FAQs

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.

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.

If you are dissatisfied with any aspect of the servicing of your account, please contact us. 

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.

Onity 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 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.

Onity Mortgage
PO Box 24695
West Palm Beach, FL  33416

You have a few options to get started.

• 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 or Email:  You can also complete the Mortgage Assistance Application and send it by mail or email. 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.

Click here to be taken to our Homeowner's Assistance page to get started. 

To check the status of your application, contact us. 

If a financial hardship is affecting your ability to make your mortgage payments, we are here to help. Onity 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

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 am to 9 pm and Saturday 8 am to 5 pm ET.

Click here to learn more about our assistance options or visit www.fanniemae.com for additional information.
 

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.

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.

1. Complete the HELOC Disbursement Account Form.
2. Provide a copy of a voided check from the bank account you are designating as your disbursement account.   
3. Allow 2 business days for the request to be processed. 
4. 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.

All change requests must be submitted in writing. Follow the steps below to submit a change to the designated disbursement account:

1. Complete the HELOC Disbursement Account Form.
2. Provide a copy of a voided check from the new bank account you are designating as your disbursement account.   
3. Allow 2 business days for the request to be processed. 
4. 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.

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:

Onity 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.

This calculation will vary based on your Home Equity Line Agreement Terms.

Option 1: Online
Log on to your account 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.

To close your HELOC, please complete, sign and return the Authorization to Close Form. 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: 1-856-917-2700

Mail:
Onity Mortgage
PO Box 24736
Attn: SV24
West Palm Beach, FL 33416

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 Form. This form can be faxed to 1-856-917-2700 or mailed to:

Onity 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.

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.

When the account is set up on the automatic payments, we will send a Welcome Letter confirming the first draft date.

Any IRS tax form will be available online after mailing and can be found within the Document Center when you log in. Your statement will be mailed to you by January 31^st or the following business day unless you are enrolled in paperless.

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.

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 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.

Should you need it, our Tax ID number is 22-2195996.

If you are enrolled in paperless statements, your year-end tax information will be available online in the Document Center on or before January 31. We’ll email you when they are ready.

If you receive mailed statements, your year-end statements tax information will be mailed with your January billing statement and postmarked no later than annually on or before January 31st or the following business day. You should receive your statement within seven to ten days of that mailing. Statements are also posted online in the Document Center once available.
 

Box 10 (Other) is used by us to report Real Estate Taxes Paid 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.

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 31^st 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.

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.

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, and prepayment penalties. 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.

If you are a new user to OnityMortgage.com, you should go through the registration steps first to access your account. The registration is one-time process. Once you are registered, you can log in every time using the credentials created while registration. Click here to get started with registering your account today.

Yes, the website now 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. Please call us for assistance if you need assistance with this step.

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.

Multiple incorrect login attempts may lock your account. Click here to log in - 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.

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 the accounts are all subserviced by the same company, once you register one account, all accounts with that same subservicer will automatically appear in the list of accounts after login (see upper right corner of the dashboard).
 
If the accounts are subserviced by different companies, the accounts will need to be registered separately. Please register them one at a time and access them separately.

If you're sure your credentials are correct but you're still unable to register, try the following steps:

• Close any duplicate browser window or tabs that may be open. 
• Clear your browser's cache to remove any stored data that might be interfering. 
• Relaunch your browser and attempt to register again. 

If the issue persists, our Web Support Team is here to help. Please call us at 1-833-862-0732 for further assistance. 

You can choose your phone number for account verification/access. After logging in to your account, 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 the issue persists, or you are unable to log into your account, our Web Support Team is here to help. Please call us at 1-833-862-0732 for further assistance. 

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 to log in after that.

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 log in 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 log in 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 chose email, double-check that you entered a valid email address and take a quick look in your Junk or Span folder - sometimes messages get filtered there. 

If you selected text message, make sure you're using a U.S.-based mobile number that can receive SMS messages. 

Still not working? We're here to help - just reach out to our Web Support Team at 1-833-862-0732.

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 log in 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 log in 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 the account is in foreclosure or delinquent for more than 10 months, you will not be able to access the online account details after registration. Certain accounts will have limited access, and our agents can better assist you over the phone. Please contact our Customer Support team for further assistance.

For security purposes, if you are accessing the account from a new device or new browser website might ask for verify your account before login. Please opt for convenient way to receive verification code to confirm your access and enjoy this added security feature.

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.

To view your monthly account statements, log in to your account and access the Document Center. You can view up to 60 months of past account statements. Still need help? Contact us. 

You can find this information in your original mortgage documents, or feel free to contact us - we're happy to help clarify anything! 

There are different types of scams. A couple examples are below.

Imposter Scams
These are usually phone calls from individuals claiming to be Onity Mortgage 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 Onity Mortgage phone number. This is called spoofing.

Onity Mortgage would never require payment via a pre-paid debit/gift card. Onity Mortgage would never request a Western Union payment to be sent to an individual. Onity Mortgage 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 Onity Mortgage, 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.

Onity Mortgage 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-CFPB (2372).

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.

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.

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.

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.

Our system can generate a payoff quote with a good-through date up to 30 days in the future. 

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 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.

We will send the loan documents within 90 days after payoff. 

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.

We will send a check for the PMI or hazard insurance refund to the mailing address on file within 20 days. Please allow additional time for mailing.

After we make any required escrow disbursements, we will refund the remaining escrow balance. We will send the refund check to the mailing address on file. Please allow 20 business days to receive the refund 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.

In addition to the unpaid principal balance, the payoff quote shows the interest due and any outstanding fees and expenses. These may include late charges, tax or insurance advances, recoverable balances, attorney fees, payoff-related fees, etc.

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.  

Requirements can vary, so the best way to get the right information for your account is to contact us. We'll be happy to walk you through the steps. 

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 original 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.

Requirements can vary, so the best way to get the right information for your account is to contact us. We'll be happy to walk you through the steps. 

You can request PMI cancellation by:

• Logging in to your account and sending us a secure message
• Emailing us at CustomerCare@MortgageFamily.com
• Calling us at 1-800-449-8767

Once we receive your request, we will mail you the specific requirements for your account.

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.

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.

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.

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.

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.

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.

After the introductory period, the new interest rate is calculated based on the terms outlined in the Note. 

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.

Onity Mortgage follows 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.

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.

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.

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.

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.

Yes. All of the above information regarding discharge and the lien status applies to both first and second mortgage accounts.

For more information, email us at PartialRelease@MortgageFamily.com. You may also send a request by mail to:

Onity 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.