Consumer complaint received 2022-10-18
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Onity Group Inc. (CA)

PHH Mortgage Servicing Account Number : XXXX On XXXX XXXXXXXX XXXX I called and spoke with XXXX from PHH Mortgage Services. I requested an extension to my current forbearance plan which was expiring. XXXX, based in XXXX, said yes, that would be no problem and I am eligible for another forbearance plan. XXXX also said that I would be receiving a confirmation letter TEMPORARY HARDSHIP FORBEARANCE PLAN AGREEMENT in the mail and in my Document Center in the PHH portal. That no late fees would be charged and I would not be reported the the credit bureaus as late. 

I never received the confirmation letter so I called back on XXXX XXXX and spoke with XXXX in the PHH Customer Care Center in XXXX, she said that XXXX told me that I was eligible but actually I am not. I was charged a late fee for missing the XXXX XXXX payment which was reversed at my request. 

On XXXX XXXX, I scheduled an appointment with my Relationship Manager, XXXX XXXX, for today XX/XX/XXXX ( which was the earliest PHH had available ). 

On XXXX XXXX I received an email reminding my of my appointment confirming I will be called at XXXX which is the correct number. 

Today, XX/XX/XXXX at XXXX XXXX  I was waiting by my phone with the ringer on and in active mode. My phone did not ring and I emailed PHH Mortgage Services at XXXX three ( 3 ) times between XXXX - XXXX XXXX  stating that I was waiting for XXXX XXXX 's call to me. 

After waiting for 60 minutes with no call at XXXX ( cell ) or XXXX ( home ) or XXXX XXXX ( work ) I called into PHH Mortgage Services and spoke with XXXX XXXX ID : XXXX. XXXX told me that PHH tried calling 3 times to these numbers : XXXX XXXX XXXX transferred me to XXXX, Agent ID : XXXX, the " Floor Manager '' of all Relationship Managers. 

I explained to XXXX the situation above and XXXX said that at any time I want to speak with a Relationship Manager I can, however when I spoke with XXXX on XXXX XXXX, she said the ONLY way I could speak with a Relationship Manager was to schedule an appointment. 

After speaking with XXXX about my situation for 49 minutes, he suggested that I schedule a new appointment with a Relationship Manager. He put me on hold to check for the next available appointment which was on XXXX XXXX. I said that was too far in the future and I wanted to speak with a Relationship Manager today, since today was my scheduled appointment date and by XXXX 's own statement I could be transferred to a Relationship Manager " at any time. '' I asked XXXX to find an available Relationship Manager today and explain my situation before transferring me to the Relationship Manager. XXXX agreed. He transferred me to XXXX XXXX, PHH Mortgage Servicing Account Number : XXXX On XXXX XXXX, 2022 I called and spoke with XXXX from PHH Mortgage Services. I requested an extension to my current forbearance plan which was expiring. XXXX, based in XXXX, said yes, that would be no problem and I am eligible for another forbearance plan. XXXX also said that I would be receiving a confirmation letter TEMPORARY HARDSHIP FORBEARANCE PLAN AGREEMENT in the mail and in my Document Center in the PHH portal. That no late fees would be charged and I would not be reported the the credit bureaus as late. 

I never received the confirmation letter so I called back on XXXX XXXX and spoke with XXXX in the PHH Customer Care Center in XXXX, she said that XXXX told me that I was eligible but actually I am not. I was charged a late fee for missing the XXXX XXXX payment which was reversed at my request. 

On XXXX XXXX, I scheduled an appointment with my Relationship Manager, XXXX XXXX, for today XX/XX/XXXX ( which was the earliest PHH had available ). 

On XXXX XXXX I received an email reminding my of my appointment confirming I will be called at XXXX which is the correct number. 

Today, XX/XX/XXXX at XXXX XXXX  I was waiting by my phone with the ringer on and in active mode. My phone did not ring and I emailed PHH Mortgage Services at XXXX XXXX ( 3 ) times between XXXX - XXXX XXXX  stating that I was waiting for XXXX XXXX 's call to me. 

After waiting for 60 minutes with no call at XXXX ( cell ) or XXXX ( home ) or XXXX XXXX ( work ) I called into PHH Mortgage Services and spoke with XXXX XXXX ID : XXXX. XXXX told me that PHH tried calling 3 times to these numbers : XXXX XXXX XXXX transferred me to XXXX, Agent ID : XXXX, the " Floor Manager '' of all Relationship Managers. 

I explained to XXXX the situation above and XXXX said that at any time I want to speak with a Relationship Manager I can, however when I spoke with XXXX on XXXX XXXX, she said the ONLY way I could speak with a Relationship Manager was to schedule an appointment. 

After speaking with XXXX about my situation for 49 minutes, he suggested that I schedule a new appointment with a Relationship Manager. He put me on hold to check for the next available appointment which was on XXXX XXXX. I said that was too far in the future and I wanted to speak with a Relationship Manager today, since today was my scheduled appointment date and by XXXX 's own statement I could be transferred to a Relationship Manager " at any time. '' I asked XXXX to find an available Relationship Manager today and explain my situation before transferring me to the Relationship Manager. XXXX transferred me to XXXX XXXX, XXXX XXXX, Relationship Manager