Consumer complaint received 2023-08-16
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Onity Group Inc. (NV)

I spoke to PHH mortgage company around XX/XX/2023 after being about 6 days late on my loan with ( XXXX ) a number provided by the XXXX to help Veterans in talking to mortgage company 's in regarding mortgage forbearance plans that would be put at the end of my loan. We explained to them that I have been out of work for over 18 months and I was waiting for the XXXX  XXXX over 12 months to do XXXXXXXX XXXX  an back XXXX. We also informed them that I had pulled {$74000.00} out my plan B retirement early to cover my bills and had used up all my funds. we also told them I was awaiting for a XXXX XXXX claim review and my retirement paperwork to be reviewed and awarded. I was told that I would receive a letter in the mail before the end of my 3 months explaining what to do next. after we explained everything to the lady we was told I was approved. and that I would get something in the mail explaining what to do at the end of the forbearance plan if things had not changed. we was also told that we could get a additional 3 months extension if needed after the first 3 months. I attempted to make a payment to my account before the 90 days was up and I was not able to with a note to my account stating that I needed to contact the mortgage company and that I had to make a $ XXXX payment. I contacted XXXX XXXX ( XXXX ) On XX/XX/2023 we had another and we spoke to PHH lost mitigation after about XXXX attempts. We spoke to a lady that started out by saying, I needed to pay the late balance of {$12000.00} to make my loan current. we told her what we was told by a PHH in XX/XX/2023 that I was given a forbearance for 3 months to be added to the back of the loan. she informed XXXX that that is not what we was told and that my 4 months was do now in the amount of XXXX XXXXXXXX. XXXX ask her to explain how did they retroactive the XXXX forbearance payments that was agreed would go to the back of the loan is no due making my loan 4 months behind instead of being able to make the XXXX XXXX  month payment as agreed. she also told us that I was in a XXXX  XXXX loan after XXXX ask what kind of loan I have. XXXX told her that she had never heard of any government backed loan that didn't allow for forbearance to be granted let alone be retroactive due to the fact that I have over {$200000.00} in equity in my house. XXXX asked what happen to the 3 month Forbearance and the lady after being questioned again the second time stated it was denied on XX/XX/2023 5 days after we spoke to them I have not received the denial letter to date. XXXX told me to file a complaint and that she was going to talk to upper Management and get back to me. because she felt I was being mistreated. attached is a letter dated XX/XX/2023 with no mention of a denial that reads as if it was the first correspondence from my to PHH. she also stated that I most likely would have to refinance or possible short sale but to file out the application that she was sending. I have a XXXX XXXX loan at the present to do any of the following would raise my loan to XXXX XXXX to where I won't be able to afford. I do believe both conversation with XXXX was on a recorded line.