Consumer complaint received 2024-06-12
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. (AZ)

I changed home owner 's insurance around XXXX, in anticipation of the old insurance expiring at the end of XXXX. At the time I purchased the new policy, the insurance company ( XXXX XXXX XXXX XXXX  ) sent the information to PHH mortgage company, as per the instructions on their website. A few weeks after the insurance was in place, I received a letter from PHH stating that I did not have homeowner 's insurance on file. I downloaded the policy and submitted it again, as per the instructions in the letter. Yesterday I received another letter, this time threatening me that PHH was going to buy insurance on my behalf and charge me, because I still did not have insurance on file. I called the company immediately, and spent over an hour on the phone with insurance processing department of their company. The rep that I spoke with said that they HAD received the documents, several times, but that the information on the declarations page did not match the information on the mortgage, and so the system was not recognizing it. First they said that the address was wrong ( which it was not - I was transferred to the customer service department and they confirmed the address was correct ). Then I was transferred back to the insurance department, and they said the name was wrong. The home is part of a living trust, which is has been the entire time I have had the mortgage. The trust is named after me, and so it has my name in it. I tried to explain that that is the official holder of the mortgage, as recorded by XXXX XXXX and I had a copy of the deed I offered to send them, etc. They then said that the address on the declaration page has " XXXX '' in it ( which is XXXX XXXX I live in ) and that did not match their records. 
I was transferred back to customer service, but they were unsure what to do about the name or XXXX XXXX, so they tried to transfer me back to the insurance department, but at that time, they were closed. They told me to call back and ask for a supervisor the next day. I then called the XXXX XXXX department, and they tried to draft a couple of documents that might fit what PHH wants to see, but as it is still unclear what the problem is, I wasn't quite sure how to direct them. XXXX faxed the document directly to PHH, about an hour after I had been on the call with the mortgage company. 
I called today to confirm that the fax was received, and ask to speak with a manager, but was told that faxes take 48 hours to be received, and that I would have to wait at least 24 hours for a supervisor to call me. I asked to be transferred to customer service to lodge a complaint ( because this is all a RIDICULOUS waste of time ), but was told that there is no one who I could speak with. She offered to give me an address to send a complaint. 
So at this time, there is no resolution. This is obviously a systems issue on the behalf of PHH, but they do not seem willing to offer me solutions, only threatening letters. There is nowhere in the documents that they sent that indicated a problem with the way the insurance document was written, only that my hazard insurance has expired and that they will be charging me for their insurance. Even this is nebulous and predatory. They say this is the 'second and final notice ' but do not give a timeline. I have yet to speak with the supervisor, and this conversation may resolve this issue. As this is a very convoluted process without an easy remedy, I decided to lodge this complaint, in the hopes that their business practices and training can be streamlined so that others don't waste their time and energy on such a pointless issue.