Consumer complaint received 2023-11-30
Product: Mortgage — USDA 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)

I recently called my mortgage company the end of XXXX sometime in XXXX to let them know that I lost my job and I had sent me behind. I lost my job XX/XX/XXXX of this year and Ive been playing catch-up ever since so I initially applied for the mortgage assistance and they said that they were gon na give me a financial relationship manager, or somebody I can speak to in regards to my application, but there was nobody I could speak to. I had to wait a month to speak to somebody so in the meantime, I submitted my documents in the beginning I have all copies fax copies stating that I sent it then I spoke to somebody on XX/XX/XXXX or XXXX stating that my documents I faxed over we werent clear so they were going to request for the documents to be rescan so when I spoke to the guy, he said to me that if I dont hear back from him by the end of the following week, that means no news is good news and I should be all set but if I heard from him or any kind of letter in the mail stating I was missing documents, then I would need to submit whatever I needed to submit now I didnt get nothing in the mail, I didnt get a phone call from the guy so I figured I was good but I finally got a letter in the mail saying that I was delinquent on my loan on my house so I recently called back and the person I spoke to told me that my application was denied in regards to missing documents, and I said that I dont understand I said I was waiting to find out if I was missing anything if my documents were rescan, I said this person was supposed to call me or send me something in the mail and I didnt get nothing. I got one letter in the beginning when I first applied for mortgage assistance stating the documents I needed and the next letter in the mail I got was the delinquency then Ive reached out again on several occasions and they were telling me that they would call me back within a couple days and this was the week of XXXX so I shouldve heard from somebody on Friday. I didnt hear anybody from Friday I called twice. The last person I talk to that day told me that there was no no of a manager supposed to call me he put me on hold I was on hold for like 20 or so minutes and then all of a sudden the phone went dead and then the hours they closed so I reach back out to them, I spoke to a XXXX her agent ID is XXXX is what she told me and told me that she couldnt get a hold of a supervisor that there was nobody available and that she was gon na have somebody contact me within 24 hours now its been over 24 hours. I still havent had a phone call theres Ive submitted documents again through email through fax and still nothing on their end on the XXXX I dont see anything im just trying to have my situation resolved whether I pay half whether I pay something or whatever now Im talking to a mortgage counselor I am gon na be talking to an attorney as of tomorrow but there is some kind of communication that theyre lacking something like I Ive been told theyre gon na call me that theyre gon na give me the runaround I mean I pay my I pay my bills. I said this is the only time that Ive I lost my job and it put me behind. I said were all human but they but every time I call there theres nobody I can speak to theres nobody I can speak to so, all Im asking is to do something because this is crazy I the company I have is PHH mortgage and I was told that there have been an issue for other people as well. When I spoke to the housing person thats out of XXXX XXXX and another person thats out this way. They both said not good things about them.