Consumer complaint received 2024-08-21
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Onity Group Inc. (SC)

PHH Mortgage Company is the lender. 

Attn CFPB, I was put in a forebearance back in XXXX which I never asked or applied for one nor signed any documents. I was told to make my normal payment after the forebearance was over. I made the payment and they sent it back stating it didnt cover all the months combined while in the forebearance. No one had that kind of money so they said we can apply for a modification and if approved we can move forward. Modifcation was approved and paper work notarized and sent back on time.I got a call stating it needed to resent due to notary stamp running over onto some print, correct it and send it back. I did so and got verbal confirmation as well as tracking notification that it was received, just make payment on XX/XX/XXXX as stated on the documents. I go to make payment from the dashboard portal of the web site and all my info is gone. Can't make payment. Contacted them and they said info has been removed because my loan was in default and that in order to reinstate mortgage I needed {$17000.00}. Otherwise house will be foreclosed and could sell while my family is still living in it becasue the modification was denied due to not having the paper work back in time. They said I can appeal their decision by sending an email ( SEE THAT EMAIL BELOW ) to their escalations department and wait 30 days for an answer. The very next day, ( XX/XX/XXXX ) I got served with court papers for foreclosure that was dated for the same day I talked to them. They never allow me to speak with a supervisor or manager, they are just call center people acting as if my loan is with them personally. So I contacted the law firm that sent the papers and they emailed me back stating that PHH Mortgage has not informed them of any modification and they will reach out to them and see why, and if needed have them send new modification papers. I haven't got any new modification papers, however PHH called me on XX/XX/XXXX and said they are pausing the foreclosure while they investigate the appeal but if they were me, I should reapply in the event of the appeal not being over turned they would have the new application on file. She said she have never seen them overturn an appeal but just be on the look out for further instructions or a phone call. I also contacted FHA and opened a case with them as well to make them aware of them denying the modification since it is an FHA loan. I just want them to honor the mod as it was approved and stop giving me the run around and threatening foreclosure and loan default. It is very stressful especially being told that my home can sell while I am still living in it. They also have reported this to the credit bureau and now score has dropped over XXXX pts and I can't do anything. They need contact all 3 bureaus and have that corrected as well. I have emails, and documents of everything and then some proving I did was asked and now they are denying me. The are known during my research of poor service and have several suits against them Here are some complaint for XXXX other people as well. Let me know if you need any other info. Thank you XXXX XXXX XXXXphh-mortgage-corporation-XXXX XXXX XXXX  See email below of what was sent to the escalations department on XX/XX/XXXX Hello, I was given this email address to send info regarding modification approval papers that were supposedly not received. See attached forms of the modification papers that had to be completed and sent back by XX/XX/XXXX and also XX/XX/XXXX. The first set of papers were sent back before the deadline of XX/XX/XXXX and received on your end on XX/XX/XXXX. ( tracking number for XXXX XXXX ) Then I was called on XX/XX/XXXX and they said we have to resubmit the papers before the XXXX because the notary stamp crossed over a few words in a sentence and it needs to be free from any obstruction so have it notarized again and send it back. That was completed and done. ( Tracking number for XXXX for that is XXXX ). 

After that was sent, we called to check if PHH received the papers and was told it was missing my husband 's name on a line and it needed to be corrected and sent back in. We did that again and it was received on your end on XX/XX/XXXX in the a.m. ( Tracking number for that XXXX XXXX ). 

We called and spoke to a guy and he said it is here, it just hasn't been opened or uploaded but we will take care of it once we locate it and he even asked for the tracking number, He said just make your regular amount payment of {$1700.00} on XX/XX/XXXX which it also states that on the document and everything looks good on our end and you are fine. 

I went to make my payment on the XXXX and I couldn't and nothing was on the dashboard. I called in after missing a call from you and was told the loan is in default because we never received the modification papers but you did get it and it was verbally stated to us. 

I sent in a payment that was returned in XXXX because it wasn't for the full amount of XXXX or so at that time, and then we were waiting for the modification to be approved and it was. All documents were signed and sent in on time as instructed and payment was attempted to be made and now I can't. 

I am trying to pay accordingly as stated on the papers and have no problem paying it now or going forward. I even told the guy I could pay XXXX a month if needed to get caught up or move what is owed ( now $ XXXX ) to the back of the loan, etc. Please find, or locate the last documents that were delivered but never uploaded. They were sent and insured through the shipper and delivery confirmation given. You can't say we are approved for something and everything was done accordingly and then all of a sudden say, I can't be approved because the modification was not received on time when it was. I have a call with another relations manager which is always someone different at XXXXXXXX XXXX  on XX/XX/XXXX. I also requested to speak with an account supervisor and I am never allowed no matter what. I still have the payment that was supposed to be paid XX/XX/XXXX as stated also. Please help with getting this cleared so we can get back on track. Thank you for your help