Consumer complaint received 2024-09-17
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Onity Group Inc. (WI)

On XXXX XXXX, I logged into my portal with XXXX Mortgage ( previous service provider ) to make my monthly payment as I had been on a trial loan modification with them since XXXX. I was to pay {$3400.00} which I had been paying since XXXX. After logging in, the system said that my account was closed. I quickly called XXXX and verified my credentials and an automated system stated that my loan service provider had changed to PHH Mortgage. I called PHH Mortgage same day and a rep informed me that they were still transferring all the accounts and to give it a week. I called on XX/XX/XXXX to pay my mortgage in hopes that the transfer was complete, however I was told that they were still not able to accept my payment due to them awaiting for information from my previous loan provider ( Benchmark ) I called back around XX/XX/XXXX after receiving a letter in the mail stating that I owed a balance of over {$27000.00}. I called PHH Mortgage right away where the representative stated that their system is showing that I have not made any mortgage payments and currently missing XXXX payments. I explained to the representative that I have been under a trial loan modification which was approved in XXXX and went into effect XX/XX/XXXX where I have been making my payments of {$3400.00} just fine until my account was transferred to them ( PHH Mortgage ) I also explained that I have been calling to make my mortgage payment as of XX/XX/XXXX, which would have been my last month under the trial loan modification and under successful completion would become a permanent loan modification. It was also stated from XXXX, that any months of missed payments would go on the back end of the loan, extending our loan term from a XXXX year to a XXXX  year loan. The representative from PHH Mortgage scheduled an appointment for me to talk to XXXX in Loss Mitigation. My appointment with XXXX was over the phone on XX/XX/XXXX who informed me that they are still working on retrieving my information but told me to continue to make my payments.I have called several times since then and have a new scheduled appointment with XXXX as of XX/XX/XXXX. Here we are in XXXX and I have tried to direct bill my mortgage payment through XXXX 's XXXX XXXX and i was notified by XXXX 's that the payment was sent back. I then called PHH Mortgage again and was told that because I owe {$27000.00}, unless payment is made in full, I will not be able to make my standard monthly payments. I was told that I would need to notify the research department who would then start looking into this when my complaint is... nothing should have changed from my current loan provider. PHH Mortgage should be honoring everything that was in place from my previous provider. I have now missed both XXXX and XXXX 's monthly payment because PHH Mortgage will not accept anything less than what they say is due and it appears that they are not honoring that as well and at this point no one has told me if I should just re-apply for the loan modification through PHH Mortgage. We do not want to lose our home. We have XXXX children and had no difficulties paying our new payment under the trial modification until the transfer happen as of XX/XX/XXXX with the new company who is denying our rights to even make a payment.