Consumer complaint received 2022-04-29
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Onity Group Inc. (CA)

I have been trying to get my account reviewed for a modification since XXXX of XXXX. I have sent in complete packets including a completed Borrowers Assistance form with supporting documentation. For 5 months now, I can not speak with my account manager because each time I call in, I speak to a foreign representative in either XXXX or the XXXX who refuses to let me speak with a manager or someone in the USA. I have scheduled numerous appointments for a " Relationship Manager '' to call me back, and not once have I had anyone in charge of my mortgage give me a call. This is ridiculous. I am trying to modify my mortgage, to keep my home, and no one is reviewing my account. I am tired of sending in bank statement and pay stubs every single month just because this company refuses to review my account in a timely manner and refuses to let me speak to a relationship manager. Below are detailed accounts of my interactions with PHH in the last month : XX/XX/XXXX, XXXXXXXX XXXX NOTE [ n ] - Called PHH, to confirm bank statements were received, foreign rep refused to transfer me to a representative in the USA. After 20 minutes of asking an overseas representative to speak with a relationship manager for MY HOME mortgage, I was finally transferred to a representative in the USA. I asked this representative if I could speak to my account manager XXXX XXXX XXXX and she said no. In almost 6 months now, I have not been able to speak with this person, nor has she reviewed my 6 months worth of documents. The rep said she will schedule a time next month for the relationship manager to give me a call. 

XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called PHH, bank statements and pay stubs were uploaded today. bank statements are very faint, small and hard to read. Rep asked that we resend the bank statements with the deposits only circled. Will email them over today. 

XX/XX/XXXX, XXXXXXXX XXXX  NOTE [ n ] - Emailed highlighted bank deposits & pay stubs for XXXX and XXXX to PHH. 

XX/XX/XXXX, XXXXXXXX XXXX NOTE [ n ] - Called PHH to confirm if the account was in review. Account is now represented by an attorney. Still need one pay stub of new cycle for XXXXXXXX XXXX. Want clarification for XXXX dash income, need to circle and write XXXX next to deposits on the bank statements. 

XX/XX/XXXX, XXXXXXXX XXXX  NOTE [ n ] - Called PHH to confirm bank statements were received and in review, rep said that they were received and in review. Advised to call back in a few days to see if there are any missing docs. 

XX/XX/XXXX, XXXX XXXX  NOTE [ n ] - Emailed and faxed XXXX XXXX XXXX bank statements to PHH. Email : XXXX Fax : XXXX XX/XX/XXXX, XXXXXXXX XXXX  NOTE [ n ] - Called PHH, asked to speak with a rep in the USA. Told rep that this is the second time we were promised a call from the account manager and have not received it. Rep said that she is an account manager so she would be able to help. Told her that we have submitted documentation since XXXX of last year and month after month the documents have fallen out of review. Said everything is good except they need 1 pay stub or 2 months of bank statements to show consistent income from XXXX XXXX. Said other than that, nothing else is needed. 

XX/XX/XXXX, XXXX XXXX  NOTE [ n ] - Called PHH, spoke with someone in the USA, told them that I need ti speak with the account manager TODAY as I was supposed to receive a call from them yesterday and I didn't. Rep said that the next available time would be XX/XX/XXXX, I told her absolutely not, I need to speak with someone in that department today. She said the best she can do is schedule a call with another person on that team for tomorrow at XXXXXXXX XXXX 

XX/XX/XXXX, XXXXXXXX XXXX NOTE [ n ] - Called PHH, they are requesting additional docs. Requesting one recent pay stub, 2 most recent bank statements showing XXXX income. Told the rep we have already sent all of this in but it is all going to continue to fall out since they never review the docs in a timely manner. Asked rep to transfer me to a supervisor or point of contact, she would not. There is a call scheduled for tomorrow at XXXX with the POC. 


I would like to request a new " Relationship Manager '' to be in charge of my account and review me for a modification since XXXX XXXXXXXX XXXX has not done so in almost 6 months.