Consumer complaint received 2022-02-11
Product: Mortgage — Reverse mortgage
Issue: Trouble during payment process — 
Company: Onity Group Inc. (FL)

My mother, who passed away in XXXX of XXXX, had a reverse serviced by PHH Mortgage. I sold the property in XX/XX/XXXX and paid off the loan. 

In XX/XX/XXXX I received 2 checks ( totaling {$590.00} ) from PHH Mortgage payable to my mother 's estate. Apparently there was a miscalculation on their part when the mortgage was paid off when I sold the property ( which was handled by my attorney ). 

As I had consulted with my attorney, and had not expected another thing to come back in her name, I had closed her trust bank account. So, there was nowhere to deposit these checks. 

As I am the beneficiary of the property which has been sold, as well trustee, I contacted PHH regarding reissuing the checks in my name so that they could be deposited. 

On XX/XX/XXXX, I spoke with XXXX at PHH who said reissuing the checks would not be a problem, and asked me to email a copy of the checks as well as the Trustee  document, which I did promptly. 

On XX/XX/XXXX when I had not received or heard anything, I called again and spoke with XXXX who asked me to again email the documents. I did. Promptly. 

On XX/XX/XXXX I called again and spoke with XXXX who said she could see on her computer that I HAD submitted the proper documents and that she was going to forward to a higher-up and that that person would call me. 

On XX/XX/XXXX when I had STILL not received the check, nor received a phone call from anyone, I called AGAIN and, went through everything with XXXX who put me on holdand the line went dead. Called back, spoke to XXXX XXXX and yes, had to go through the whole thing again ) who told me it could take up to 30 days to reissue a check and I should check back in a couple weeks if I had not received it by then. 

On XX/XX/XXXX when I had STILL not received anything, I called AGAIN and spoke to XXXX who told me she would send an email to somebody to see what was going on and told me to call back Friday. I said I was tired of people telling me that they were going to " send an email to somebody to see what was going on '' and then NOTHING happening. I requested to speak to somebody higher up and was told that was not possible. She said shed have a supervisor call me back in XXXX hours. 

On XX/XX/XXXX, ( XXXX  days later ) after not hearing back from anybody, I called AGAIN and spoke to XXXX who unbelievably said, Im going to send an email to somebody to see what is going on. I repeated how that just wasnt cutting it and I REALLY wanted to talk to somebody higher up. She said she was filing a complaint with corporate on my behalf and making another urgent request for a supervisor to call me. Of course, no one ever did. 

On XX/XX/XXXX " XXXX '' left me a voice mail to call her because she had an update for me. I called and got XXXX. I asked for XXXX as I was returning her call. I was put on hold then I was told that she was unavailable however, that she told him to tell me that I needed to submit copies of the checks and the trustee document (!!!!!! ). 

I told him that I HAD already done that twice, in fact -- and been advised on one of the other many phones calls that they were indeed in the system. He said that HE could see that they were indeed there and he didnt understand why this was taking so long. He put me on hold for a bit, came back and told me that he had talked to somebody and that they were putting the check in the mail as a rush by Friday ( it was then Wednesday ). He also told me that there would be an additional check for {$350.00} - for my troubles having to wait. ( really? ) I was going out of town the following day, and when I returned on XX/XX/XXXX, still, disappointingly, nothing in the mail from PHH. 

On XX/XX/XXXX and XXXX, XXXX I once again called PHH my XXXX & XXXX call regarding this matter! only to receive this message : Due to unforeseen technical issues, we can not connect you with a customer service representative. 

On XX/XX/XXXX, I decided to call one more time and spoke to somebody named XXXX. I asked to speak to XXXX from last time so I didnt have to explain this AGAIN and was told that that was not possible to let me talk to anybody else. He of course, had to go through the entire thing AGAIN. And unbelievably asked me if Id sent copies of the checks and my Trustee document. I told him I had and that I had been told TWICE  that they were in the system. He told me - and get this - that he was going to send an email to somebody to see what was going on ( is this a script they give to their call representatives?? ) and then he told me to call back in 2 days. 

I simply hung up because obviously, I was still just getting the runaround. I wrote and sent them an email ( the same as what I have detailed here ), attached the copies of the checks and the trustee document ( again ), and informed them that I was going to file a complaint if I didnt hear from somebody within a day. I think nearly 3 months and 10 phone calls is enough. 

I am filing this complaint because, of course, I have heard from no one at PHH or otherwise.