Consumer complaint received 2023-09-30
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Onity Group Inc. (OR)

My XXXX XXXX hours were recently reduced and in order to avoid being in default on our loan I reached out to XXXX Mortgage to get on a temporary forbearance plan. I let them know in my application that this was for the sole purpose of NOT becoming XXXX on our mortgage and/or becoming default. 

We applied for the forbearance in XXXX. I sent several emails asking for updates with no response. 

On XX/XX/XXXX we finally received a letter stating that we were approved. I had not made XXXX payment yet as I was expecting and answer this month. Once we received the letter, I logged into my account to see the changes. It reflected the reduce amount was due on XXXX but I had to call in any payments. Fine. 

On XXXX I called in to make a payment and the automated system stated that I owed the reduced amount and I needed to pay by XXXX. It made no mention of XXXX 's mortgage being due or unpaid. I took this to mean it was rolled into the plan somehow. I paid the amount it asked for ( a week and half early ). 

On XX/XX/XXXX I received a notification from XXXX that my credit score was XXXX XXXX XXXXXXXX points due to a " missed payment ''. I look into the alert, and it said the XXXX had marked my account as XXXXXXXX XXXX past due and delinquent. 

I immediately went online and again, and there was the number again to call. I called and suddenly now the automated system said I had a past due amount of XXXX for XXXX. I was shocked that this was not ever mentioned before, as again the entire purpose of going on this plan was to avoid a delinquent account and the hit to my credit score. I made a plan to make up this payment and got some funds together to take care of it. 

On XX/XX/XXXX I had the funds ready and called to clear up the XXXX payment. This time, the automated system said nothing about XXXX and said I only owe the following months payment at the reduced amount. What in world is going on here? I asked to be transferred to a person and I explained my situation. She said there was nothing I could do and wouldn't let me clear up my XXXX payment. I said I can not have a XXXX hit to my XXXX XXXX for the next XXXX months, that would catastrophic, please let me pay my XXXX payment. She said again, they are not able to take my money... what?! She said I could schedule a call my XXXX XXXXXXXX, but they will just say the same thing and their booked-out XXXX XXXX 

I asked to have the situation escalated, she said she would put in a request for a supervisor to call me and they had XXXXXXXX XXXX to get back to me. Well, it's been over XXXX XXXX and no phone call, nothing. I have an appointment with my case XXXX in XXXX weeks, but in the meantime there's this looming missed payment from XXXX that I would love to give them money for, but they won't take it. Now I have to endure another hit to my credit that I don't feel is justified. I feel I was deceived by XXXX and at the minimum, their automated system was faulty. It clearly would've let me pay the XXXX amount AFTER the XXXX  was in place because it said just that on XX/XX/XXXX. 

I'm a consumer trying to do the right thing and because of errors on their part, I'm being punished specifically as it related to my credit that will stick with me for the next XXXX XXXX. My credit prior to this was mid XXXX 's and I pride myself on making ALL my payments with all my creditors on time. I have not missed a mortgage payment to date and now this.