Consumer complaint received 2023-03-14
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Onity Group Inc. (TX)

I can better explain what happened by sharing the email that I sent to their customer care email ( XXXX ) with the Subject topic ( Payment Method Change Complaint for call on XX/XX/2023 ). See email sent to them below : I was instructed by your escalation manager ( XXXX XXXX ) to report my complaint to be resolved to this email. The issues are numbered below : 1. I called on XX/XX/2023 to have my payment method changed but it was not changed. I called today to inform you that because the payment method was not changed I had an overdraft after the representative told me the payment method was changed. 

2. The escalation manager, XXXX XXXX told me that the notes written by the rep I spoke with initially did not indicate that the representative changed the payment method after I called him yesterday at XXXX for a duration of 10 minutes at XXXX. Here 's an overview of the conversation that his notes indicate didn't happen according to XXXX XXXX : In the call made on XX/XX/2023 he asked for my account number I refused to give it to him and then he asked for my routing number. I gave this to him because it's public knowledge. He then confirmed my account number for the account number of the bank that I wanted him to change the payment method to. I asked him repeatedly if I could get a confirmation of the change he made and he told me I would receive a confirmation email within XXXX hours. I was suspicious of the call so I checked the next day and my suspicion was correct that he did not make the change causing me an overdraft. 

3. Since the escalation manager was called and I had been on the phone with him and a previous tech for over an hour, I felt he could have done more, but insisted that I send this email. Had he done more I wouldn't be sending this email or make a report to the proper regulatory agency. I feel that your organization did not do more to hold the representatives accountable who told me he made the change. If he had told me he couldn't make the payment method change, I could have gone to the bank at that moment and transferred the necessary cash. This guy not only deceived me, but also your company by telling me he did something he didn't and couldn't do and documenting in your system that the call dropped to indicate that we did not have the conversation of him making my request of changing the payment method. 

4. I indicated to the escalation manager that I would be reporting this encounter to the proper regulatory agency and I will do that so they can determine if the proper procedures were followed and to make sure the person I spoke with is held accountable for not making the change he said he would or giving me the correct info so I would take the proper action of depositing money before an overdraft action was taken. This may not help my situation, but it may help someone else and make higher, responsible management aware of how their policies are affecting customers. Who knows how much this happens and is not reported ; I know I really don't have the time to do this, but I've been compelled to do so because I'm still suspicious of the first individual that I spoke with may have my account information. Because his notes did not reflect what happened in our conversation according to escalation manager, XXXX XXXX I not at all confident that he did not record my account info making me susceptible to identity theft. Your investigation into this matter and holding this agent responsible is beyond greatly appreciated.