Consumer complaint received 2020-02-20
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Onity Group Inc. (KS)

The billing procedures of PHH Mortgage are deplorable. Since they took my mortgage over from Ocwen, i was able to log in to make my payment ONCE. Their website is down, you are unable to view tax documents, escrow, property tax info ( all needed for tax purposes ) or make a payment! When you log in, it says we can better serve you over the phone. To use their automated system to make a payment ( over the phone ) it costs money- its through XXXX XXXX speed pay and they tell you upfront it costs money. So you have to sit on the line ... ... ... .. and wait. Eventually you get a customer service rep, usually from over seas, that will take your payment information, but you have to ask them about the fee. Mail a payment in? I wouldn't trust this company with a mailed payment for ANYTHING. I started getting notices from my homeowners insurance company. My insurance wasn't paid, and i was made the billing agent. How is that even possible when its included in my mortgage payment? I can't even log IN TO SEE MY ESCROW ACCOUNT. I am beyond frustrated with this company- their billing procedures are invalid, because you can't make your payments through their websites, as their statements suggest. I smell fraud and they are XXXX miles away. This has been going on since XX/XX/2019. Every month is a hassle. I received an email telling me I have to log on to get my tax documents. But when I do ... XXXX nothing. Call us so we can better serve you. I have talked to their tech support twice. I got the same run around each time. I have used different browsers, i have cleared my cache, I don't have any issues with ANYTHING BUT THEIR WEBSITE- how can you run a business like this!!! ANGRY Dear ( xxxxxxxx ) : An Escrow Tax statement is now available for you to review. For more information, please log onto http : //www.mortgagequestions.com. 

Please do not respond to this e-mail as it will be sent to an unmonitored e-mail box. 
to : We feel that your home loan needs can be better addressed over the phone. 

Please call toll free at ( XXXX ) XXXX so one of the expert mortgage consultants can help you complete your home loan process. 

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I just called in to get my loan number to finish this complaint. they told me this time, my loan was never registered on their website, which is why I am unable to log in. Huh, really? I've been through this before, twice but ok, just for the purpose of this complaint, i went through it ... .. AGAIN Internal service error. It is not me- its them. I used 3 different browsers and 2 different computers, neither of which have any issues with ANY other website. 

Registration Error! We have encountered an error. Please see below for additional details. For help, please call XXXX Monday - Friday XXXX - XXXX ET and Saturday XXXX - XXXX ET. 

Huge FAIL