Consumer complaint received 2023-06-08
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Onity Group Inc. (PA)

XX/XX/XXXX- started exploring PHH site to find information on applying for mortgage modification XX/XX/XXXX - based on site created account with XXXXXXXX- approx. XXXX XXXX submitted RFA request for assistance. 
XXXX, XXXX, XXXX, XXXX submitted documentation listed on the site according to information provided. Throughout these days as I submitted documentation, none of the star indicators changed to solid ( indication of required form completed ), XXXX called during lunch- was told they did not know anything about the loan solution site XXXX checked account - no changes to star indicators. Checked Phh site to make sure I didnt somehow get to some random site by miss clicking. Called in evening - agent said they knew nothing of the loan solution site- said they could start the process via phone and took my information and said this would be the effective date for starting the process, explained that I had the form along with the other documentation that the site said I needed to submit, was told I could email the information to XXXX  email address- Was told that they could not schedule an appt for me because I had already made my XXXX payment and their system would not allow them to schedule the appt to call back the XXXX to schedule an appt with my relationship manager. 
XX/XX/XXXX around XXXX User XXXX marked the submission as closed package XX/XX/XXXX first email ( other than authentication emails from logging into the account ) - the only information was that changes have been made to your application logging into the account I could not see any difference - no changes in star system XX/XX/XXXX, XX/XX/XXXX I checked - no changes to star indicators - at this time I was not aware of the account activity log that was available so I was unaware of logged change made by XXXX  XXXX. 
XX/XX/XXXX activity log shows XXXX - A request for assistance was updated ; a new document has been received. - -A new document has been received- with no performed by information. I checked the site could not tell if any changes were made XX/XX/XXXX dated letter received XXXX who my relationship manager was and that they would review the package to determine if complete and will let me know if more documentation is needed. 
XX/XX/XXXX same letter uploaded to my documents on the website but dated the XXXX XX/XX/XXXX The request for assistance contains missing items. - - I logged in and was to see anything missing in the document center tab XX/XX/XXXX email saying they need additional information to complete the review and that I would get a letter XX/XX/XXXX called was told first appt I could get was XX/XX/XXXX could not talk to the relationship manager before that and nothing else could be done until then. Again was told they did not know what site i was referring to and that they had none of the documents I had loaded to the site. Explained that I would update the previously submitted documents as needed per phone call and then email the everything I had submitted on the website to make sure that I was submitting everything that would be needed per the phh site. 
XX/XX/XXXX - checked site for changes - no indication of any changes or new document requirements XX/XX/XXXX - XXXX emails to XXXX XXXX1 had 21 documents thought it didnt go through so sent 4 additional emails with documents split between the 4. Also uploaded the updated documents to the website - because of the different information I received with each call and what was on the site, I wanted to make sure they could not say they didnt receive them. 
XX/XX/XXXX checked site XXXX checked site XXXX - A request for assistance was updated ; a trailing document has been received. - agent The request for assistance contains missing items.- same agent I checked the site XXXX XXXX, XXXX & XXXX and XXXX received calls from PHH no phone message found on caller id. 
XX/XX/XXXX checked website. Email reminder about XXXX XXXX. 
XX/XX/XXXX XXXX XXXX  - A request for assistance was updated ; a trailing document has been received -site by agent The request for assistance contains missing items. site by agent. I checked the site, could not find any listed required documents that were not already uploaded in the Document Center around XXXX XX/XX/XXXX 31 minute call with XXXX. Was told i submitted too much documentation that the only thing needed was the Mortgage Assistance application ( I had already submitted it but had n/a instead of XXXX and XXXX had not signed ) and paystubs. Since paystubs were there had XXXX sign and emailed to XXXX  per XXXX instructions. Per XXXX none of the other documents were needed and that I should ignore the website. Soonest next meeting can be is XX/XX/XXXX. 
XXXX Call from PHH no message/ checked the website/ found phh numbers on caller id but no messages/called was told there was missing documents/explained that XXXX said I didnt need them but they were there in document center - ok found them - lots of documents - explained that I keep submitting and emailing when asked because I get conflicting information XX/XX/XXXX checked website XX/XX/XXXX XXXX - Missing Items The request for assistance contains missing items. XX/XX/XXXX XXXX XXXX ET XXXX XXXX Check-in Trailing A request for assistance was updated ; a trailing document has been received./checked the website- resubmitted what it said was missing////recieved email stating that my appt was with XXXX not Rahul on XX/XX/XXXX XX/XX/XXXX checked the site no change in status of the resubmitted item XX/XX/XXXX XXXX - Check-in Trailing A request for assistance was updated ; a trailing document has been received./i checked the site////called phh explained again that they are calling and not leaving a message that they only way i know if they have called is by checking the caller id- dont alway check caller id unless there is a message left. 
XX/XX/XXXX called received letter dated XX/XX/XXXX that said there were missing documents ( already in the document center previously ) that should be emailed to MOD email address and to check status and about calls with no messages- again that all documentation is thereconfirmed they had the documentation XX/XX/XXXX XXXX XXXX  Missing Items The request for assistance contains missing items. XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXXin Trailing A request for assistance was updated ; a trailing document has been received. XX/XX/XXXX XXXX XXXX ET///checked websiteXXXX I called about changes overnight - explained again documentation is there. I have submitted nothing NEW since XX/XX/XXXX had to go to work XX/XX/XXXX called to check status XX/XX/XXXX, XXXX, XXXX checked website XXXX called to check status XXXX called to check status- rep started saying more documents were needed - I said that is unacceptable that the documents he was speaking of were already there since XX/XX/XXXX. I called at XXXX - with automated system and speaking with rep was connected for almost 11 min.//Complete Package A request for assistance has now become complete. XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Trailing A request for assistance was updated ; a trailing document has been received. XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX site saw that package was marked complete.///called again after work after rather heated conversation regarding the idea that I have not submitted anything new since XXXX, and that I had been told multiple times that my package was complete, that it was being reviewed by underwriters, that underwriters were looking for clarification, that with the confusion regarding the web site and what was needed/not needed that my request would be expedited that now I am being told there is no such thing as expedition and that they now had 30 days from today i decided wait for my scheduled meeting with the new rep on XX/XX/XXXX XXXX email reminder for XX/XX/XXXX appt. 
XXXX email reminder for XX/XX/XXXX appt. 
XXXX, XX/XX/XXXX checked website XX/XX/XXXX - schedule meeting with XXXX Said my package was complete XX/XX/XXXX and that they have 30 days from that date to give an answer. Told me that if I made the payment by the last day of XXXX they would not report my account to the credit bureau for being late but i would/could get a late fee. Wanted to discuss refinancing options, explained that I was not interested in refinancing with PHH because I had tried that many years ago and like this situation requirements/processes changed every I reached out to them and that I tried for more than 30 days with no progress and gave up. Tried to tell me that my taxes went up XXXX dollars and that my mortgage increased over XXXX dollars a month because of the escrow account. I explained that one of my many phone calls to them was because i received notice that {$97.00} was added to my principal ( Some time between XX/XX/XXXX and XX/XX/XXXX PHH reported to XXXX that my mortgage balance increased. ) and when i called PHH i was told that was because my taxes were XXXX dollars more than my escrow- he insisted no money was added to my principle and that my taxes had gone up by the XXXX. I told him what would i need to do to cancel the escrow account so I could afford my payment- he said i would submit a form, they would have 10 days and may not allow me to cancel my escrow account because of modification. I said if they dont give me the modification then there is no reason to have the escrow account and without it I would be able to make my payments. Asked if I made or would be making XXXX payment XX/XX/XXXX and XXXX reviewed PHH statements going back to XX/XX/XXXX. There was no increase in principal ( Although PHH reported that to the credit bureaus ), the difference between my taxes and escrow was XXXX and my escrow payment increases by XXXX dollars not XXXX XX/XX/XXXX email reminder of XXXX appt with XXXX not XXXX XX/XX/XXXX started call with consumer site - directed to hope hotline- hope hotline set up three way call with PHH to try and get clarification - phh would only provide general information. 
XX/XX/XXXX and XXXX reviewed site, phone logs emails XX/XX/XXXX called phh no updates- they need more time Asked if I made or would be making XXXX payment XX/XX/XXXX called phh - notified me that they sent me a letter stating investors are requesting a valuation of property - they need more time- should be resolved XXXX week of XXXX Asked if I made or would be making XXXX payment XXXX appt call not with XXXX although he is my person. need more time just received initial summary valuation from XXXX party but now waiting on word from investors - not underwriting. Asked about timeframe - was told he has 12 years experience multiple times during the call = what do you mean - how much longer 30 days, XXXX months a week? Well it is a third party company dont know when we will get full report, but the initial valuation is XXXX should be no more than a week, possibly two. Lets say three to be safe. Expressed my concerns that now the next notification I would get from them is oh we need new documentation because yours is out dated. No no you are misunderstanding i have 12 years experience, there is nothing else needed from you but we can not move until the property valuation is received and investors decide, then underwriting creates offer. Next rep appt scheduled for XX/XX/XXXX earliest available for my person but if he is not available another experienced rep will be calling. Assured me again that if there are any changes i will be notified by call and in writing ( have yet to have them leave a voice message- they call and hang up- I see it on the caller id that they called. ) Asked if I would be making XXXX payment. 

XXXX still have not received letter regarding valuation that was mentioned in phone appt. Erroneous report to XXXX regarding an increase in my mortgage principal still has not been fixed.