Consumer complaint received 2024-06-03
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Onity Group Inc. (CT)

Hello, I am having serious issues with my mortgage company. I lost my job in the middle of XXXX. I have not been able to pay my mortgage since XXXX. I tried so hard to do all the right things and get in contact with them before it became an issue, but they have been completely unhelpful and unresponsive to my requests for help. I have spoken with at least XXXX different people who have all told me different things and nothing that was helpful. Before this issue, my credit score was in the high XXXX 's low XXXX 's. I also had no missed payments on any bills. This company has absolutely destroyed my credit due to their negligence. I reached out to them about this as well and got nowhere. They will mail me stacks of letters, but refuse to assist me or do anything for me when I call! My credit was great for a reason. I did not want this to be an issue. I tried so hard for it not to be. This company has made that entirely impossible and I am so upset, stressed, and angry. 

I reached out for the first time on XX/XX/XXXX, I believe it was. I called and spoke with at least XXXX different people being shuffled around and on hold for over an hour. The person I ended up speaking with told me I would need to fill out an application for assistance. She said she was trying to pull it up but was not able to access it. She said she would have to have it mailed. I asked about getting it e-mailed and she said they couldn't do that unless I called back ( but she couldn't tell me when I should call back ). 

A few days later, I received a call from another person. I answered it hoping that this person was following up to help me. She was awful and could not answer any of my questions or assist me at all. 

I finally received the application and submitted it via e-mail on XX/XX/year>. It was very confusing and difficult to answer regarding my circumstances. I stated this in my e-mail and even attached a letter explaining things and asking them to call or e-mail me if they need more information or if I missed anything. They never did this. 

I started receiving letters in my mortgage account mailbox on the website. I saw on that said they were missing information. I called and spoke with another person for an hour on XX/XX/year>. I explained what was going on and she seemed so helpful. I told her how upset I was that my credit had also been destroyed now unjustly. She pulled up my file and saw that they needed more information. She gave me very specific instructions that I took notes on telling me to e-mail the research e-mail address to ask them to help with fixing my credit score based on all the issues I had. She also told me to e-mail the XXXX e-mail address with a bunch of information including my pay stubs from my new job I had started. She said to ask them to reach out to get whatever other information they needed, as she said there were questions they needed answered. I did all of this that night. I never received any follow-up. Just, once again, nonstop letter in the mail. Nothing that was helpful. 

I called AGAIN a few days ago and spoke with ANOTHER person. This person told me that my application was no longer being considered because it had been too long since I sent it. The worst part was that this was the case when I had spoken to the previous person for over an hour AND SHE NEVER TOLD ME THIS!!! She had given me all these instructions that I did exactly as she told me to and my application wasn't even good anymore!!!! This person told me to send it again. I told her that I still was not sure how to fill it out correctly. She said she would have to generate it again and that I would have to call back to be walked through it. This whole thing was insane. She then asked if I wanted to setup a call with a relationship XXXX. I said yes hoping I could finally get a resolution and some answers. Well, I was then told that they did not have an opening for a few weeks!!! I scheduled a call but really did not want to have to wait this long. 

Throughout this whole time, I have been receiving call after call from this company. Only twice was a message ever left. This included nonstop calls while I was away in Colorado for training for my new job. Whenever I did answer, no one was on the other line. I can not tell you how painful and frustrating this has been for the last XXXX months. 

I was even asked via e-mail to " review '' the people I had spoken with. I gave a horrible review and received an e-mail that I was going to get a call in XXXX hours to discuss it. I was doing absolutely anything I could to speak to someone who would help me. Unfortunately, this call never came. 

I am at my wits end and in tears. I tried so hard to do everything right. I never wanted this to be an issue. Especially XXXX that I could not seem to resolve- not matter how hard I try. They company has done nothing but give me the run around for the last XXXX  months. They do not WANT to help me. They state all over their website that they care and that they are helpful, but this has been entirely untrue. Now, my credit has been wrongly destroyed. I even wanted to make partial payments if anyone would speak with me! I had been told I could do this but was told this by the person who gave me all the wrong information, so I was afraid. Please, Please, PLEASE help me!! I have an appointment with the relationship XXXX later this week but, based on my experience so far, I am not optimistic. I am so upset and terrified. I want to resolve this.