Consumer complaint received 2020-10-06
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Onity Group Inc. (NH)

Approximately the 3 week of XXXX I received a letter stating that my mortgage has been sold from XXXX XXXX XXXX to PHH Mortgage Services. The change would take place as of XX/XX/XXXX. 
I then received my real estate tax bill shortly thereafter. Since it was so close to the end of XXXX I contacted PHH to ask how to handle the tax bill from my escrow account. I did not write down the woman 's name I talked to that day. She advised that I should send a copy of the tax bill to their tax department at the following address. 
PHH Attn : Tax Department XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX I mailed the tax bill the next day. 

XX/XX/XXXX I received a reminder of unpaid taxes from the Town of XXXX, NH. My taxes had not been paid from my escrow account. 
XXXX XXXX ~ XXXX XXXX, I called PHH customer service spoke with XXXX ID # XXXX. She advised that indeed it did not look like taxes were paid and elevated to a manager nad they would call me back in 24hrs. 

XX/XX/XXXX ~ XXXX XXXX  I called PHH customer service again spoke with an XXXX XXXX ID # XXXX. I was told that they ( escalation managers ) have until the close of business day to call back. Explained to XXXX XXXX that my taxes had not been paid. She asked that I send a copy of the tax bill via email to XXXX I did that the same day ~ XXXX XXXX. XXXX XXXX advised she put in a request for the taxes to be paid immediately. I was told to check in 3 days to see if the taxes were paid and that PHH will also pay the penalty charges that were incurring. 

XX/XX/XXXX ~ XXXX XXXX  Spoke with XXXX XXXX XXXX XXXX ID # XXXX Taxes have still not been paid but notes that escrow research was requested on XX/XX/XXXX. I asked to speak with a manager since I never received a call back from the XXXX XXXX call. 
I was then transferred to XXXX ( escalation manager ) ID # XXXX. Complained about not receiving a call back and was told they called me back at XXXX on XXXX and again on XX/XX/XXXX. No such calls were received by me or logged as a missed call. XXXX gave me his direct number to call with ext. XXXX x XXXX. XXXX told me that the taxes would be paid by the end of the month. Couldn't/would n't give me an exact date of when taxes would be paid other than the end of the month. 

XX/XX/XXXX Called the tax collector in XXXX, NH to ask if the taxes had been paid yet. I was told that no payment has been received. 

XX/XX/XXXX Checked my escrow balance at XXXX XXXX  and no deduction was present for the tax bill. 

Called PHH at XXXX XXXX  spoke with XXXX ID # XXXX. He advised that he would be reopening the case since the taxes were not paid. He said he would check on it Monday XXXX and call back by today XXXX. He advised that it would take up-to 48 hours for the taxes to be paid. He also told me I could call back and if he didn't answer I could press 2 to get to the next escalation manager. 

XX/XX/XXXX XXXX XXXX XXXX. Checked to see if the taxes have been paid and they have not. Tried calling PHH @ XXXX XXXX  to XXXX 's direct ext. no answer. Pressed the 2 to get to the next escalation manager. I get a recording that the next manager availability is 0 minutes and then goes to dead air with no answer. 

I feel I have given this company ample time to correct the issue of my taxes not being paid.