Consumer complaint received 2024-01-31
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Onity Group Inc. (CA)

We are trying to resolve a problem with PHH about a foreclosure proceeding. 

In response to the first complaint we made, the PHH customer service representative sent copies of letters and stated they gave us offers and claimed we never responded. We never saw these or received most of them as they were sent to the wrong address. We believe this was intentional. Had we actually received them, we could have gotten out of this default much earlier. But every month they managed to send the mortgage statement to the correct address in Hawaii but all of the offers/new notices were sent to the wrong address. We want to save our fathers home from foreclosure and are trying to do that. 

We received a notice of default in late XXXX, early XX/XX/XXXX, and hired an attorney to help settle the matter. Our attorney spent weeks trying to even find anyone at PHH who had any authority to discuss it. Our attorney was finally contacted by attorney XXXX XXXX of XXXX XXXX in XXXX California, on XX/XX/XXXX, by email and he said he had been retained by PHH to handle the matter. 

On XX/XX/XXXX, our attorney made settlement offer to the PHH attorney XXXX XXXX, both in the phone and a follow up letter. XXXX XXXX said he would talk with his client and get back to our attorney within 48 hours. He has never responded on behalf of PHH to this first offer. Our attorney sent a follow up email and XXXX XXXX responded on XX/XX/XXXX saying it would take time to get an answer from the client. No answer ever came. Our attorney wrote again on XX/XX/XXXX, asking for status, and got no answer. On XX/XX/XXXX, after our first complaint to your agency when we finally received some information we had never received before, our attorney wrote to XXXX XXXX and made an offer to pay the amount due to reinstate the loan, and get an agreement to dismiss the default notice. On XX/XX/XXXX and XX/XX/XXXX, our attorney called XXXX XXXX to follow up. PHH attorney XXXX XXXX has not responded to any of these calls or emails. The reinstatement quote expires on XX/XX/XXXX, and we are at a loss as to what to do since PHH does not respond. 

I was given another name from PHH to be the case manager, and a different name in a letter of the single point of contact person. When I spoke with the case manager, he said that we just need to wire the money to reinstate the loan. He didnt seem to know anything about the PHH attorney. We dont know what to do to stop the foreclosure because PHH has given us different people to contact, and they are all saying different things. We dont know who is the person to believe or who has any authority. 

PHH pretends to help, but it seems their main goal, even working with their attorney to do it, is to basically steal the house. All we want now is to get the house out of foreclosure but PHH wont respond and offer confirmation with legal counselor what happens with the loan once we send them money. We are afraid they will keep our money and not take the house out of foreclosure. They need to give us a representative that has some authority. And let us know if XXXX XXXX is representing them, and If he is, he needs to respond to our attorneys numerous requests for a settlement.