Consumer complaint received 2021-11-02
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Onity Group Inc. (TX)

The mortgage company PHH mortgage took over my mortgage back in XXXX without my permission. When this happened, they did not allow me to make an on time payment the first month as they did not even set up my account until half way through the month of being due. In turn, this put me one month behind on my mortgage. The only solution they had for me was to put in under a forbearance program which would put my mortgage on hold for 3 months. This started on XX/XX/XXXX and was to run until XX/XX/XXXX. During this time, I was able to get no update as to how this program would be closed out, as to if I would need to pay the 3 months of hold all at once, divided out into my mortgage, or placed on the end of my mortgage. They said this would not be told to me until after the process was complete and the forbearance closed out. The other difficult part was this would be finished XXXX XXXX, but they would not actually have my answer for me until at the earliest XX/XX/XXXX, but still expected me to make payments to my account before I knew what I was actually to be paying. XXXX XXXX came around and I finally was sent a packet which had all my closing documents on it for the forbearance they should be placing all missed/held payments to the end of my mortgage. This document had to be notarized. I took this to a local XXXX store to get it notarized and sent it back in. I had to wait another week before they would process this and at this point only by me calling PHH I found out they did not accept the notarized documents as correctly done. They stated even though the documents from the notary listed both mine and my wifes first and last name, since it only had out last name listed once and not as both separately they would not accept it and I had to get the document re-notarized. The company sent a mobile notary to my house on XX/XX/XXXX, to resign the documents. Even the notary that the company sent tried to sign the documents the exact same way as the XXXX store. We had this corrected and the notary sent back the forms to PHH on XX/XX/XXXX. Fast forward to XX/XX/XXXX. I still have not heard anything, so I called PHH and was told they only finally received the signed form on XXXX XXXX, over one month after it being sent in the mail and scanned to the company. Today is XXXX XXXX and I am still at this point waiting to have a finalized document to close out my forbearance program so I can finally start making payments on my account again. I am being told I might have an answer by the middle of next week, and should be called back, even though after speaking with over 10 different agents on multiple occasions always being told I would get a call back, I have never once received a call back from someone at this company. I was told once my documents were received it would take no more than 10 days to finalize and close out everything. I tried to escalate this to a manager while on the phone with someone, but was told at the earliest I could speak with a manager was XX/XX/XXXX, three weeks out from the date of my phone call. I just want to close out this forbearance so I can start making payments on my account again and honestly refinance my mortgage with another company so I never have to deal with PHH again.