Consumer complaint received 2017-04-27
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Onity Group Inc. (GA)

From  XXXX   XXXX   XXXX  - HUD approve d Housing Counseling Agency ... this  is our client 's summary : since   XXXX  XXXX . I  have had problems communicating or voicing my concerns on multiple discrepancies with a wide range multitude of problems. ( 1 ) did not apply payments properly on my account. They falsely or by error split up monthly payments into different escrow accounts and 8 months later claimed I had not made a complete monthly payment, while I paid what was on my statement . ( 2 ) A ju dge while I was in bankruptcy which I used to save my house, ordered the original amount they claimed I was in the rears reduced by  XXXX  k, if it were n't for that, I would have never been in bankruptcy. (  3  ) the  XXXX  was never credited (  4 ) t he original  XXXX  corrected amount was never corrected in the account all the late fees, penalties, extra charges they added on based on their error was never corrected and they kept compounding. (  XXXX  ) I was never afforded the ability to speak to anyone about these corrections, Operators would never know from day to day calls from me on the above issues after they all said the were documenting my account and anyone logging into my account would see the memos . ( 6 ) Operators f rom  XXXX  would never know who to contact within their own Co. To answer or hear my concerns, everything was always above their pay grade, and  somebody would call me back, never did. ( 7 ) I was never shown where payments made were being applied even though I asked for one, ( 8 ) never given a statement ( 9 ) statements mailed to incorrect address, did not receive till 3 months later from another local business in the community, after it had   been opene d. ( 10 ) went over 1 yr w out a  statement after  XXXX    XXXX   (  11 ) r equested via   XXXX   to payoff my loan at  XXXX , never received a response. I through   XXXX   at the time had authorized the agency to receive copies or correspondence, phone calls from Ocwen on my behalf as we worked on this matter through Ocwen representative that Sue was finally able to reach. ( 12 ) I have had an Ocwen operator tell me that she believed Ocwen purposely split regularly made monthly payments, split the payments up into escrow accounts they claimed were short, not telling the client for months that this was occurring  w  their accounts, the several months later, claiming non payment. putting the client in a  bad position. This is just one thing that has happened to me. ( 13 ) I also multiple times requested a mortgage rate modification early on in the struggles w Ocwen never responded to my application or paperwork submitted on my behalf. ( 14 ) It was n't till Sue reached someone to talk to about my concerns. The first time I was given a chance to speak to someone on speaker phone at  XXXX  office in 4 yrs, that just was n't going to ask me for a financial update like a robo response on the multiple phone calls sometimes everyday for weeks trying to speak to anybody else other than a paid answering machine operator who could only ask for account number or social then ask for a financial update and not be able to answer any questions, they were not keeping up w my  account properly it was totally in disree, nobody was managing it.