Consumer complaint received 2021-07-23
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Onity Group Inc. (SC)

On XX/XX/2021, I made my regularly scheduled mortgage payment via phone to XXXX XXXX ( the current mortgage servicer at the time ). I received a payment confirmation number of XXXX for my payment of {$1700.00} at that time. 

As of XX/XX/2021, servicing of my mortgage was transferred to PHH Mortgage. I was assured at the time that there was a 60 day " grace period '' where I would not incur any late fees, penalties, collection calls, or negative marks against my credit, and that my previous mortgage servicer ( XXXX XXXX ) would transfer any payments collected over to the new mortgage servicer ( PHH Mortgage ). 

I tired to contact XXXX XXXX ( the old servicer ) multiple times on XX/XX/2021 and XX/XX/2021 but was only able to get to their automated system - no real humans were apparently available to talk. I followed up by contacting PHH Mortgage ( the new servicer ) on XX/XX/2021 at XXXX XXXX  and discussed the matter with one of their representatives. This is when/where I was assured that there would be no issues with the XX/XX/2021 payment being transferred to the new servicer, as mentioned above. I was told it may take 1-2 weeks for the payment transfer to occur, but there was nothing further I needed to do about it.

Today ( XX/XX/2021 ) at XXXX XXXX, while at work, I received a collection call from the new loan servicer ( PHH Mortgage ). They informed me that they were calling to inquire about my past-due outstanding balance on my account ( the XX/XX/2021 payment made to the old servicer as outlined above ). I recapped all of the above information with the PHH Mortgage representative that called. They advised that they would notate my account with that info. 

The next issue coming from all of this is that I now can not properly make my XX/XX/2021 mortgage payment through the PHH Mortgage system, because they are currently showing my account as " past due '' with a total balance of {$3400.00} due for XXXX. PHH Mortgage informed me that if I try to make my regularly scheduled payment of {$1700.00} they would count it as a " partial payment '' towards the {$3400.00} they show as being due, and that I would actually need to pay the full amount shown in their system to be considered current. This is in direct conflict with the information provided by the PHH Mortgage representative that I spoke with on XX/XX/2021. 

I am not a person who pays their mortgage payment late. I am always on time - typically early. I need XXXX Lending to forward my XX/XX/2021 payment to PHH Mortgage immediately, and for PHH Mortgage to correct their issue in this matter, and allow me to make my XX/XX/2021 payment as normal. The XX/XX/2021 payment is an issue between PHH Mortgage and XXXX XXXX that I have no control over. 

I expect to receive NO ADDITIONAL COLLECTIONS CALLS from either mortgage servicer on this matter. Perhaps PHH Mortgage should be making their collection calls to XXXX XXXX instead ....? 

I appreciate your help with this matter. Please feel free to contact me should you need additional information.