Consumer complaint received 2019-12-04
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Onity Group Inc. (NV)

On XX/XX/ 2019, my old loan company, XXXX, transferred my home mortgage to your company. Since receiving this notice, I have done everything in my power to ensure that you received my mortgage payment. It was explained that there is a 60 day grace period when mortgage companies change as it is understood that there can be some issues in the transfer. 

When I received notice in the mail of the change to you as my new mortgage company, I immediately on XX/XX/ 2019 contacted PHH mortgage. I was told that I did not have a loan number assigned to my mortgage account yet and that I would receive correspondence in the mail regarding the information I needed to make my mortgage payment. I did not get the information from PHH mortgage until XX/XX/, 2019 ( 3 weeks after my loan was transferred to you ). I immediately contacted my service provider, XXXX, who I pay, and they forward my payment to my mortgage company. I have been using XXXX for 5 years and have never had an issue with my mortgage being paid. I gave XXXX the information to send mortgage payments to PHH Mortgage. Due to the delay in getting the new mortgage Information, my mortgage payments for XXXX and XXXX were sent to my old mortgage company XXXX. 

On several occasions I spoke with XXXX regarding the situation and I was reassured that this is common when mortgages are transferred. It is standard practice according to XXXX, when they transfer a mortgage for them to still receive payments on the old loan and the monies are transferred to the new mortgage company. On XX/XX/, 2019, I spoke to PHH mortgage, and was told you still had not received a mortgage payment. I immediately contacted XXXX who looked into the matter. 

On XXXX XXXX,2019, I was contacted by XXXX who said they had not sent the transfer monies and believe the money to still be in their Cashier Department. They relayed needing my help in locating the monies. XXXX needed the confirmation from XXXX regarding the wire transfer. I immediately contacted Earn up regarding what I needed for XXXX to locate the mortgage payment. XXXX told me they would have this payment information in two days. I recontacted youre company and updated you on the status. 

Each time I contacted your company people were reassuring of me not to worry as this was common in mortgage loan transfers, until I called back on XX/XX/ 2019, when I was told that a negative credit report was sent as you have not received the mortgage payments. As I had been staying in touch with your office and explaining what the situation was there was not mention that I was going to be penalized on XX/XX/ 2019. Because this is clearly an issue with XXXX I should not have been penalized. I also feel, last week when I spoke to your mortgage department I should have been advised of the consequence if this was not resolved on XX/XX/ 2019 I would possibly have borrowed monies to pay the mortgage payments a second time even though this is clearly a system problem. 

I have owned several homes and have never been delinquent on a mortgage payments. I feel victimized by a system that clearly does not work. Worse than that I am being penalized even though I did everything right including paying my mortgage. I am being told it is my responsibility to prove that XXXX is at fault for not forwarding PHH the mortgage payments. I have put an enormous amount of time in efforts to rectify this situation. Every call was at least a 30 minute wait time and just yesterday, I waited on hold for 45 minutes to PHH mortgage. On a second call yesterday, to your company, I waited another 45 minutes and was given to a Supervisor from the XXXX who told me I needed to speak with a supervisor in the U.S.  I was again put on hold for another 30 minutes and then was cut off. I cant tell you the emotional toll this matter has taken on me. I am a cooperative customer trying to do the right thing. I can only request other companies involved do what they need to do to make this right, and have no power to make them prioritize my Situation.