Consumer complaint received 2023-12-20
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. (NC)

Below is some of the secure messages I sent to PHH. I have attached all documentation exchanged via their secure system. I also sent 17 pages of documentation showing why PMI did not belong on my account- with acknowledgement from a previous lender in XXXX removing PMI. 

XX/XX/XXXX I evaluated the most recent Escrow Analysis ( s ) from the previous lender - there were three separate escrow analysis that were generated in XX/XX/XXXX with wildly different results and then PHH acquired the mortgage. This, at best, appears to be a mistake. I have attached all three escrow analyses. The first one from XX/XX/XXXX appears most correct as it indicated a new mortgage payment of {$2100.00} due to increases in property taxes and insurance. 

As for the PMI payments that have been withdrawing from my account, these should have never occurred and I never approved them. XXXX XXXX mortgage never had PMI on my account as I have not had mortgage insurance since XX/XX/XXXX. Any PMI payment you have paid is erroneous and should be credited back to my account. Please see an email from a previous loan servicer that removed PMI due to loan-to-value. 

XX/XX/XXXX I am incredibly frustrated with this situation and the lack of follow through by PHH. Last Friday I received an " attempt to collect a debt '' from someone who had not read our file and didn't understand the situation. I explained it and they connected me with someone from the escalation department who acknowledged our ongoing evaluation from PHH. Yesterday I received an " early intervention '' letter that says our account is in default. The most recent communication in this chain is that the person managing our account, XXXX would contact us with an update within 2 business days. Today is the third business day. 

This is absurd. I have been the way to initiate ALL communication with PHH to address the issues with our account. PHH erroneously or predatorily added PMI to our account in XXXX and apparently began distributing money from our escrow account without notifying us until XXXX, AFTER I began the process of challenging the new payment amount and provided 17 pages of documentation as to why it was incorrect to have PMI. A lender can not simply decide to add PMI after acquiring a loan without notifying a borrower and having agreement. This needs to be resolved by Friday XX/XX/XXXX or I will begin the process of reporting to the XXXX and filing a complaint with the CFPB. 

My account needs to be made current and whole by PHH with payments set to reestablish in XXXX. 
Any PMI payment that has been paid from my escrow account needs to be reimbursed into my escrow account. 
A new escrow analysis needs to be performed and agreed upon by me and PHH.

Any collections actions need to be halted immediately.

I called to speak with PHH customer service today and was very underwhelmed because I was simply referred that I need to follow the process to have PMI removed. The business behaviors reflected on my account appear to be unethical and predatory- I request expedient resolution by way of a new Escrow Analysis with correct property taxes and insurance taken into account, no PMI included, and a plan to reimburse my escrow with the previously paid out PMI. Please contact me by phone for any questions. 

I will pay the amount I paid last month for the mortgage and consider any additional amount showing as outstanding or late payment to be erroneous and to be removed by PHH once the errors are addressed.