Consumer complaint received 2020-04-08
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Onity Group Inc. (KY)

XXXX XXXX 2020  To Whom It May Concern This letter is to inform you of the issues we have faced ( so far ) with XX/XX/XXXX and PHH Mortgage Services regarding the transfer of the mortgage for our home at XXXX XXXX XXXX XXXX, XXXX XXXX, KY. 

After thirty years of doing business with XX/XX/XXXX and its antecedents, we received a letter informing us our mortgage would be transferred to PHH Mortgage Services within a month. No explanation was offered. No refinancing opportunities through XX/XX/XXXX for loyal and long-term customers were offered. We were dumped. Investigation into PHH revealed a five-year history of thousands of complaints filed with the Consumer Finance Protection Bureau and an F rating by the XXXX XXXX XXXX  

The XXXX mortgage payment was paid to XX/XX/XXXX by ACH, as usual, from our XXXXXXXXXX Bank account on XXXX XXXX 2020. 

We were told to expect a communication from PHH about the mortgage transfer. 

Next, we took the loan number from the XXXX  letter to try and establish an account at PHH. The web site said the loan number was invalid.

XX/XX/XXXX said PHH would get the notification of the account number after XX/XX/XXXX and the loan number would work then. 

To prevent any possible lapse in payment and assessment of any late penalties from PHH, on XXXX XX/XX/2020 we elected to send check # XXXX drawn on XXXXXXXXXX Bank, by certified mail to PHH for the XX/XX/XXXX payment of {$770.00}. Written on the check was the loan number originally given us by XX/XX/XXXX. 

After XX/XX/XXXX I went on the PHH website to register for an account. Again, the loan number from XXXX was not accepted. 

After a couple weeks, we contacted the XXXX  because we had not received confirmation of delivery of the certified letter to PHH. XXXX  did not know where the letter was and promised to look. 

I called XXXX and was given another loan number to use, without any explanation as to why we were not given this number in the first place. 

I went on the PHH website but was still unable to register. The website kept rejecting my password even though I followed the password displayed rules on the website. I called PHH several times but could not make a connection. Eventually I got through after a twenty-minute wait. The man on the phone told me I was using the wrong password rules and gave me new ones. Passwords using his rules did not work, repeatedly. He clearly thought I was some sort of dunce. After I tried one more time, using his password rules and Iit did not work. I told him what password I had tried. He said it should have worked and transferred me to someone else. After a couple more tries with yet another set of password rules, I was able to establish an account. 

Since we still did not know where the PHH check was, I made a mortgage payment of {$770.00} from our checking account to PHH on their website via XX/XX/XXXX( which cost me a {$7.00} fee! ). The receipt printout from XXXX  states {$780.00} was received for the XXXX XX/XX/XXXX 2020 payment. 

I received a letter from PHH dated XXXX XXXX 2020 stating I owed $ XX/XX/XXXX-a past due payment of {$770.00} and a XXXX XX/XX/XXXX 2020 payment of {$770.00}. 

We received a Privacy Notice from PHH. 

On XXXX XXXX 2020 I received an email from the XXXX  stating the certified letter had been delivered in XXXX, PA. 

I received a letter from PHH dated XXXX XXXX 2020 stating I still owed $ XXXX past due payment of {$770.00} and a XXXX XX/XX/XXXX 2020 payment of {$770.00}. 

I received a letter from PHH dated XXXX XXXX 2020 stating a payment of {$770.00} would be due XX/XX/XXXX2020. 

On XXXX XXXX 2020 I checked the PHH account on-line which said there was no outstanding balance and a payment will be due XXXX XXXX 2020. 

XXXXXXXXXX Bank says check # XXXX to PHH Mortgage Services was paid on XXXX XX/XX/2020. 

On XXXX XX/XX/XXXX 2020 I received a letter from PHH stating that a recent payment had been rejected due to The banking authority is unable to locate the information pertaining to your account. 

Sincerely, XXXX XXXX XXXX, XXXX  XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, KY XXXX P.S. This letter was sent to XXXX. XXXX XXXX sent me this message : Your message wasn't delivered. Despite repeated attempts to deliver your message, the recipient 's email system refused to accept a connection from your email system. 

CC : Consumer Financial Protection Bureau https : //www.consumerfinance.gov XXXX XXXX XXXX XXXX XXXX XXXX