PHFA Customer Care Net: Expert Guide to Your Mortgage Servicing Portal

What “PHFA Customer Care Net” Means

PHFA Customer Care Net (often shortened to “Customer CareNet” or “CCN”) refers to the online mortgage servicing account provided to Pennsylvania Housing Finance Agency borrowers. Through this secure portal, homeowners can view their loan details, make and schedule payments, download statements and tax forms, track escrow, and send secure messages to servicing staff. If your mortgage was originated or is serviced by PHFA, this is the system you’ll use to manage day‑to‑day servicing tasks.

Access to Customer Care Net is provided at no charge to PHFA borrowers. You’ll find the sign‑in link from the main website by navigating to: phfa.org > Loan Servicing > Customer CareNet (exact wording may vary). For borrowers who prefer not to use the web, PHFA also supports phone, mail, and in‑person assistance through its Harrisburg headquarters and customer solutions phone lines.

How to Access and Register

First‑time users need to register. You’ll typically be asked for your PHFA loan number (found on your monthly statement), the last 4 digits of the primary borrower’s SSN, your property ZIP code, and an email address. Have one recent statement handy to ensure the name and address you enter match what’s on file.

During registration, you’ll create a unique username and a strong password, set up multi‑factor authentication (MFA), and choose security questions. MFA is required for sensitive actions (like changing bank accounts or updating contact info). If you can’t locate your loan number or have multiple PHFA loans, contact servicing support for help before registering to avoid duplicate profiles.

Key Features You Can Use in Customer Care Net

Customer Care Net consolidates your servicing information so you can handle most needs without calling. Expect real‑time principal balance and escrow snapshots, recent activity (payments, disbursements, and fees), and downloadable monthly statements. Tax Form 1098 and any applicable Form 1099 should be available by January 31 each year, in line with IRS deadlines.

Beyond viewing data, you can take action. Set up one‑time or recurring ACH payments, request a payoff quote, update homeowner’s insurance details, and submit secure messages or documents to servicing. If you’re working through hardship, you can start assistance requests and upload supporting documentation.

• Payments and Autopay: Schedule one‑time or monthly ACH; edit or cancel upcoming drafts before cutoff; store multiple bank accounts; view payment history and confirmation numbers.
• Escrow Management: See annual escrow analysis, tax/insurance disbursements, projected balances, and any shortage/surplus calculations; update tax authority or insurer information.
• Documents and Forms: Download statements, escrow analysis letters, year‑end 1098 interest statement, and payoff quotes; opt into paperless delivery.
• Account Maintenance: Update contact info, enroll in alerts, manage MFA devices, and add authorized third‑party access (with your written consent).
• Assistance and Requests: Send secure messages, upload hardship documents, and request information or report errors pursuant to RESPA (12 CFR 1024.35 and 1024.36).

Payments, Timing, and Common Fees

Most online ACH payments submitted on a business day before the posted cutoff time are credited effective the same day; evening or weekend submissions typically post the next business day. If you enroll in autopay, allow 1–2 billing cycles for your first draft to align with your due date. Always verify the “effective date” shown at confirmation, especially near month‑end.

PHFA mortgage notes commonly include a grace period (for example, 15 days after the due date) before a late charge is assessed; the exact grace period and late charge percentage are defined in your Note and monthly statement. To avoid any late fee, schedule ACH at least 1–2 business days before the end of your grace period. If a payment is returned by your bank, the portal will display a reversal and you may incur a returned‑item fee and potential restrictions on future electronic payments until the account is in good standing.

Taxes, Insurance, and Escrow: What to Expect

For loans with escrow, PHFA performs an annual escrow analysis to project tax and insurance disbursements for the next 12 months, as required by RESPA. If there is a shortage, the agency will either spread repayment over 12 months or allow you to make a one‑time shortage payment. If there is a surplus of $50 or more and your loan is current, you’ll generally receive a surplus check; smaller surpluses are typically applied to future escrow payments.

If your homeowner’s insurance lapses or proof of coverage isn’t received, federal rules require two notices before force‑placed insurance can be charged: one at least 45 days in advance and a reminder at least 15 days before placement. Keep your insurer and policy number current in Customer Care Net, and upload updated declarations as soon as you renew to avoid force‑placed coverage, which is usually more expensive and limited in coverage.

Requesting Help, Reporting Issues, and Getting Support

If you believe there’s an error on your account or need specific data, submit a “Notice of Error” or “Request for Information” via secure message or in writing. Under CFPB’s Regulation X (12 CFR 1024.35/.36), servicers must acknowledge written NOE/RFI within 5 business days and provide a response or correction generally within 30 business days (some timelines differ by request type). Include your loan number, a clear description of the issue, and any supporting documents.

For live assistance, use PHFA’s official channels. Main website: https://www.phfa.org. Customer Solutions Center: 855-827-3466 (855-U-Are-Home). Main switchboard: 717-780-3800. Headquarters address: 211 N. Front Street, Harrisburg, PA 17101. Hours are typically Monday–Friday during business hours (Eastern Time); check phfa.org/contact for current hours and department extensions. For hearing or speech assistance, use Pennsylvania Relay 711.

Privacy and Security Best Practices

Only access your account from the official PHFA site and the verified Customer Care Net login page. Always look for “https” and your browser’s lock icon. PHFA will not ask you to send full SSNs, bank account numbers, or passwords via email. If you receive a suspicious message about your mortgage, contact PHFA directly using the numbers above before clicking links.

Enable multi‑factor authentication, use a unique password, and consider a password manager. When changing banks, wait to delete your old payment method until the first new draft clears. After uploading documents, confirm they appear in your sent items. Log out after each session, especially on shared devices.

Struggling with Payments? Options and Counseling

If you’re facing a hardship (job loss, medical costs, disaster, divorce), contact PHFA as early as possible through Customer Care Net or by phone. You may be evaluated for repayment plans, forbearance, loan modification, or other state or investor‑specific options. Keep detailed records and respond quickly to document requests to avoid delays in review.

Independent, HUD‑approved housing counseling is free and can help you understand your options and prepare documentation. Find a counselor at https://www.hud.gov/housingcounseling or call 800-569-4287. Counselors can also help you avoid scams and prepare budgets and hardship letters that align with servicer requirements.

Tips to Get the Most from Customer Care Net

Enroll in paperless statements to get alerts as soon as documents are posted. Set up autopay to draft a few days after your due date if your pay cycle runs later in the month, and add calendar reminders for escrow analysis season and tax bill cycles. If your taxes or insurance premiums change materially (for example, a 20% property reassessment), consider making an escrow deposit ahead of the next analysis to soften a potential shortage.

Finally, review your mortgage insurance status annually. Under the Homeowners Protection Act of 1998, PMI may be eligible for cancellation at certain loan‑to‑value thresholds (commonly at 80% LTV by borrower request, with automatic termination at 78% if criteria are met). Use Customer Care Net to check your current LTV inputs or request PMI review if you believe you qualify, and be prepared to provide updated property valuation if required by your investor’s guidelines.

• Official contacts: PHFA Customer Solutions Center 855-827-3466; Main 717-780-3800; Address 211 N. Front Street, Harrisburg, PA 17101; Website https://www.phfa.org
• Key timelines: NOE/RFI acknowledgment within 5 business days; typical response within 30 business days; IRS Form 1098 available by Jan 31; force‑placed insurance notices at 45 and 15 days before placement.
• Documents to keep: Most recent statement, escrow analysis letter, tax bills, insurance declarations, payment confirmations, hardship documentation, and any correspondence sent via secure message.

Who is the CEO of Pennsylvania Housing Finance Agency?

Robin Wiessmann –
Robin Wiessmann – CEO & Executive Director at Pennsylvania Housing Finance Agency | LinkedIn.

How do I email Phfa customer service?

Plus, if you have ideas or suggestions that might help you, let us know by sending an email to [email protected]. We’re glad to have you as our customer.

What is the phone number for Hemap PA?

1.800.342.2397
If a Homeowner did not receive a listing of designated counseling agencies, they may contact the HEMAP offices at 717.780. 3940 or 1.800. 342.2397 for assistance in selecting an agency most convenient to them.

What are the requirements for the PHFA water test?

The test must show less than 1% coliform or be accepted as safe or potable, by a certified EPA/DER laboratory. If a UV light is installed the water must be re-tested after installment. The potability test must be no older than 4 months.