Consumer complaint received 2023-12-14
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. (TN)

In XXXX my wife became XXXX and was unable to work. The only income coming in was my XXXX check. On XX/XX/XXXX I filled out a hardship application so I could see if I could get help with the mortgage. On XX/XX/XXXX I called the mortgage company which is PHH and asked what the status of my application was. I got that they apparently received it the day before this call. That was mailed on XX/XX/XXXX. It took them that long to get the application into their system. I was told it was a 15 day turn around and I should hear something. XXXX days went by and there was no call. On XX/XX/XXXX I called and they said there was missing documentation. On XX/XX/XXXX the person I spoke with at PHH said my application was complete. He did say whoever downloaded the application downloaded in a way that was not in order. I told them that I was told the application was complete. They looked at the file and said yes it was complete. I had to remind them of my XXXX letter that shows what I make a month. I was told that this would be escalated to the underwriters department. On XX/XX/XXXX I called back to make sure that it was escalated and they said that it was and it would take XXXX business days to hear something. I called on XX/XX/XXXX and I was then told again that the application was not complete. I once again told them to look at the file because I was told last time it was complete and that it was being escalated to the underwriters department and a supervisor. Throughout this process I had asked to speak to a supervisor on many occasions and I was told that there was not XXXX available and they had XXXX to XXXX hours to call back. I called back again XX/XX/XXXX and no one again could tell me what was going on. I was then told they had XXXX  days to make a decision. I told them that the reason I am doing this is because we only have XXXX income coming in and hear we are almost XXXX  months since I mailed in the application. My wife also spoke to PHH as well and was told the same info. They were called by me on XX/XX/1924, XXXX, XXXX, XX/XX/XXXX and XX/XX/XXXX. We received an email on XX/XX/XXXX that the application was complete because they had requested another document which my wife immediately sent to them via email. On XX/XX/XXXX they said again the application was not complete. They stated that there was a missing amount in a box on the application that we could not write see attached letter. So XXXX  months later they are finding this out!! Here we are with XXXX income and nothing has been done by this company. We received a complete run around every call. We even spoke to a relationship manager several times with no resolution. Then on XX/XX/XXXX my wife filled out the application for a XXXX  time after we were told multiple times that is was complete. I called again on XX/XX/XXXX and they said the application is complete for the XXXX time and that again they have XXXX  days to return an answer. I asked to speak wit an underwriter and was told that I could not do that. I asked for someone above a supervisor and was told that I wasn't able to do that either. I then had to contact them to get a payoff amount due to trying to sell the house and I was told that I would have that in XXXX hours. That also was a lie because I did not have it. I called the next day and I was told it takes XXXX business days. PHH does nothing but lie and keep extending the application process and does not communicate well. XXXX  months later and still no answer. This is wrong. I have XXXX children to care for and they are dragging their feet.