Consumer complaint received 2024-11-18
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Changes in loan terms during the application process
Company: Onity Group Inc. (OR)

My name is XXXX XXXX and I am the Power of Attorney for XXXX XXXX XXXX of XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. I have been his XXXX XXXX XXXX  years now, live in, and handle all of his financial matter and day to day care. He is a XXXX XXXX Veteran with XXXX XXXX. I am writing this as I've been the authorized third-party to deal with his Mortgage for about a year now. He is unable to type this or to fully grasp the situation. I'm writing this for him as he is unable to type due to peripheral neuropathy due to XXXX XXXX. He has several problems and I'm handling them. 
This is the situation... 
On XX/XX/XXXX I got a letter from PHH stating that I may be eligible for a loan modification. 

XXXX XX/XX/XXXX, I got a letter from PHH this was a Notice of Available Mortage Assistance Options On XX/XX/XXXX I got a letter stating Your Request for Mortgage Assistance Remains Under Review it also went on to say that we would strive to complete our review within 30 days from receipt of your completed package ; however, we need additional time to complete the review. 

On XX/XX/XXXX I got a letter stating Decision on Your Request for Mortgage Assistance ... Dear XXXX XXXX XXXX, Congratulations! You are approved for Standard Modification. And went on to include the steps in which I need to take to have it completed. Having the packet signed and notarized and sent back. Stating that my first payment of {$2300.00} would be due XX/XX/XXXX if I decided to accept the offer. Which I did complete everything on time and was expecting everything to be fine, as I was told everything was fine. 

On XX/XX/XXXX I got a letter stating that There was an issue with the title and we can not complete the modification ( which was already completed, accepted and I know there isnt an issue with a title ). 

The letter went on to say that there were lien ( s ) against the property which is/are recorded prior to our lien. The lien ( s ) is/are not yet released. The account holder ( s ) should provide recorded documentation that shows that the lien ( s ) is/are released, paid in full, or otherwise satisfied. 

On XX/XX/XXXX I received a letter stating There's an issue with the title. We can not complete the modification The letter went on to say We identified judgment ( s ) and/or liens against the property. The account holder ( s ) should provide recorded proof that the judgement ( s ) and/or liens is/are released, paid in full, or otherwise satisfied. We identified lien ( s ) against the property which is/are recorded prior to our lien. The lien ( s ) is/are not yet released. The account holder ( s ) should provide recorded documentation that shows that the lien ( s ) is/are released, paid in full, or otherwise satisfied. 

On XX/XX/XXXX I received a letter stating Decision on the Request for Mortgage Assistance Thanks for the request for mortgage assistance. Unfortunately, the account is no longer eligible for the offer that was sent due to the reason listed below : That is the timeline of the letters I received. There were numerous phone calls between myself and PHH Mortgage talking about the fact that I got the loan modification which ended up being called a foreclosure, and that I did not have to start paying the mortgage until XX/XX/XXXX. While I started receiving notifications about the fact that I do not have any liens against myself or the property, I was met with an answering machine for a week or so during the end of XXXX. The answering machine stating that they can not answer the phone right now due to technical difficulties. So, I tried to pay the mortgage starting on XXXX first at my new reduced rate {$2300.00} versus {$2400.00}. I usually pay through the app called Mortgagequestions.com, and have done so for years as I've lived here at XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX. I used to pay XXXX XXXX XXXX  until they turned into PHH Mortgage in XXXX of XXXX. There has been a problem with paying mortgage before this error. I had to find out for myself through a phone number that PHH Mortgage gave me to do investigate the so-called liens they had against me as they did not know. They gave the number to their forclosure company who told me that PHH Mortgage put my house into foreclosure on XX/XX/XXXX ( against my knowledge ) and subsequently put my " foreclosure '' on hold on XX/XX/XXXX, and at no point in time did they ever tell me that information, as I found out throw their foreclosure company they go through that information. The people at the foreclosure company gave me a phone number to call, which was the XXXX XXXX XXXX phone number, to figure out the XXXX situation. I called and spoke with them and they said " No, I see absolutely nothing wrong under your name and/or your property. You have no liens. '' and then she said " Oh, wait just a second... There's a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX who has 3 years of property tax XXXX warrants, and it seems that your mortgage company got you confused with him because your names are the same, except for the middle initial and property address is different ''. Therefore after my personal investigation, it turns out that she was right and there were 3 years of property tax lien warrants for unpaid property taxes, which were unpaid, and that was the thing obscuring my loan modification from being - what I thought- was completely a done deal because I had signed and notarized, and sent back the entire modification and several congratulatory email from PHH Mortgage stating that fact. 

Due to the fact I have been unable to pay my Mortgage since XX/XX/XXXX, the stress has been overwhelming because I constantly fear losing my home. They told me while I was on the modification to NOT pay the Mortgage for XXXX and XX/XX/XXXX and to start paying on XX/XX/XXXX. 

On XX/XX/XXXX I finally got in touch with XXXX, and employee who finally answered the phone at PHH Mortgage and she said " You owe {$12000.00} today and that must be paid in full. How would you like to take care of this? '' and she became rude. I asked to speak with her supervisor and was transferred to a higher-up named XXXX out XXXX XXXX  who said that he didn't not want my house but just wanted my money '' and then I would need to fill out yet another loan modification application now in order to get everything up to date. This would be the third loan modification that I have completed and been accepted from myself, as the day after I completed my first one to Nations Direct - the became PHH Mortgage who would not honor my loan modification from Nations Direct even though Nations Direct said they transferred it to PHH and all should be fine. PHH then made me do it all over again... Which was accepted and I was congratulated for. Then now they want another one, which according to several websites it like the Division of Financial Regulation for the state of Oregon who says that they can not continuously ask me for the same information ( loan modification application ) over and over again as they are currently doing. Also, they have never admitted to getting my name wrong. I told the higher-up, XXXX, XXXX all he had to do was call the same person at the courthouse and she would explain everything ( she was expecting the call and was waiting for it ). However when I told XXXX this information, he told me " We typically don't reach out to other people like that in these situations '' and that was a that. He then took a week vacation and I was in a state of limbo for a week, not knowing anything.. This has caused me severe mental anguish. I am constantly bombarded with letters stating how late my mortgage is getting. Plus the fact they started foreclosure on my home and put it on hold XXXX days later without telling me. 
Now it's coming up on XXXX and they still won't take a payment. I'm sending them a notice of error letter ( official template from your website ) today through the mail as it was suggested by this website ( CFPB ) and was told by a mortgage attorney to send them nothing else until I get a response. And I was told to file complaint here. 
I'm really up in the stratosphere with stress of the unknown. I need some help here. 
I can be reached at XXXX, XXXX and XXXX. Please get back to me with what I should do about this. I am a XXXX XXXX Veteran who came XXXX to XXXX XXXX to live XXXX XXXX rest of my days in this home and I do NOT want to lose it. I feel like I'm being scammed by PHH and I feel like there is nothing I can do. When I call them for updates, they say " You're being reviewed by a higher level now so we can not speak with you about your case '' and they transfer me to XXXX who never answers his phone or his texts except 2 time out of dozens I've tried. They admit no error. I have done wrong. Thank you, XXXX XXXX