Consumer complaint received 2020-02-27
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Onity Group Inc. (NY)

Our original and subsequent requests for mortgage assistance in the form of loan modifications, forbearance plans, repayment plans were submitted numerous times in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and most recently in XX/XX/XXXX but to no avail. Most recently the process was stalled by the mortgage company from late XX/XX/XXXX to XX/XX/XXXX supposedly waiting for a reply from XXXX XXXX regarding the letter they sent to them on our behalf, thus many months later being told we were denied and that they knew nothing about waiting for XXXX XXXX decision. 
I constantly call them, and I have found that they often never know whats going on with my case. I usually have to refresh their memory, even the so-called Relationship manager has no clue and their XXXX language barrier makes it difficult to communicate properly with them. It feels as if I am talking to a robot. This has been a difficult process and at their request they tell me to reapply for assistance then they deny us for the same reason, they are ignoring the medical situation and car accident that caused the temporary loss income. 




XX/XX/XXXX ATTN : ESCALATION DEPARTMENT/APPEAL OF DENIAL Subject : Home Retention Department Loan # XXXX To whom it may concern, In XXXX I suffered severe XXXX XXXX  pain which throbbed/ached at night when I tried to sleep and affected my ability to tie my shoes, walk and perform my work duties, therefore at the direction of my doctor I was instructed to have my XXXX XXXX replaced.  Prior to that I tried XXXX but it didnt help me. I was only XXXX and they said I had the XXXX of a XXXX year old and they said it was genetic. 
I was then scheduled for XXXX on XX/XX/XXXX and afterward I spent 4 months recovering even though I was initially told 2 months. I suffered excruciating pain for 2 months and I was unable to care for myself without help. This took a serious toll on my family, my business XX/XX/XXXXand my mental. Subsequently my XXXX  became XXXX  and it took some time to heal and my XXXX XXXX   became longer. 

I spent XX/XX/XXXX slowly recovering, thus subsequently returning to work. 
Second, on XX/XX/XXXX I was in a horrible car accident which re-injured my replaced XXXX and left me with multiple XXXX in my XXXX and XXXX, and my car was completely totaled. This accident left me unable to walk for two months without assistance. My XXXX  XXXX  left me on bed rest for 8 weeks, thus followed by an additional 8 weeks of therapy. 

Financially I thought I could manage however the insurance company would not pay my lost wages since I am self employed and they led me to believe I would be paid later to tell me they couldnt. 
Anyway I returned to work sooner than the doctor wanted me to so that I can help my family financially. My XXXX income covers 60 percent of our bills therefore not having it hurts us. ( my husband works for XXXX XXXX  XXXX XXXX XXXX XXXX ) Also, my daughter who is in the United States XXXX XXXX is also an occupant of this home, has tried to help us as much as she could but her income is very limited. 


Third, the repayment plan we were in at the time of my accident had us paying a double mortgage and in conjunction with my medical problems/loss of income..we could not though we tried. 

Upon my return to work in mid to late XX/XX/XXXX our income was analyzed by a HUD  approved housing counselor and they ascertained that we can afford to pay a XXXX per month mortgage with a little left over after our bills are paid. The counselor was working on the possibility of you giving us a new repayment plan. 

Finally, I am now fully back to work and as of XX/XX/XXXX I have put myself in a situation whereby I can increase my income by 30 percent thus allowing us to pay a double mortgage and save for a rainy day without a problem. We are formally requesting a fourth and final loan modification due to my recent medical condition and subsequent car accident this year. Please consider our request. 

I am working hard to start over and improve our finances so that we can move forward in economic success thats consistent. 

We want to stay in our home.this is a place where I run my business and losing it will impact several families that count on quality XXXX XXXX and XX/XX/XXXX services and most importantly, my family that loves this home. 

Furthermore upon being denied for a loan modification 3 times because the investor did not allow more than 3. I reached out to XXXX XXXX Corporate offices and I explained my situation and they verbally told me and then sent me a letter alluding to the fact that they would send the servicer ( PHH ) a letter asking them to re-evaluate our request and help us obtain a loan modification for the fourth and final time. 
ATTACHED LETTER FROM MY MORTGAGE INVESTOR, XXXX XXXX P.S. 
At your request I can provide you with proof of my medical conditions by showing hospital records and medical records. 
I have proof of the car accident and insurance company denial letter for lost wages, upon your request. 
I can also provide you with the HUD government approved budget counseling.etc. 


Thank you in advance for your help. 

Yours Truly, XXXX XXXX XXXX XXXX