Consumer complaint received 2019-12-01
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Onity Group Inc. (MI)

Everything in this complaint is well documented with letters, notes, and emails, however its the 45+ hours of phone calls PHHs Retention, Resolution, and Escalation Departments that have been most helpful in accurately piecing together all that has occurred. So far my experience when dealing PHH is that a majority of my concerns will not be properly investigated, if at all, will not be accurately noted to the file, if at all, and the resolution letter doesnt even resemble the original concern I asked to be investigated. The help desk said I cant upload audio files but if you thought it would be helpful I could copy all call to a USB drive and overnight it. COMPLAINT : I was just finishing my trial modification period when my loan was transferred from Ocwen to PHH. I was told that they were recalculating the numbers and that I would have the modification paperwork 30 days well it ended up taking over a 100. When I receive the modification package on XX/XX/19, I signed and returned as requested. It was returned weeks later due to the wording issue by the notary so I re-signed and sent it back. PROBLEM 1 : On or about XX/XX/19 I noticed that my suspense account balance went from {$8100.00} to {$6000.00}. I was told by the escalations department that it was returned to the XXXX because thats where I made it. Ive requested a reference number 9 times, 3 from the retention department, 6 from the escalation team. Ill not aware that anythings been done or a ticket being open. PROBLEM 2 : On XX/XX/19 I PHH transferred {$2300.00} from my suspense account and applied to my XX/XX/19 payment. Per the modification paperwork, my payment is only {$2100.00} Ive asked the Escalation Dept for an  explanation on every callnothing! Even if there is a valid reason for payment to go up, I would imagine some kind of notice has to be provide before the bank can just take it? PROBLEM 3 : On XX/XX/19 another {$1800.00} was transferred to my escrow account and no ones able to tell me why. An escrow analyst was done the same day but it shows my payment goes down {$32.00} starting in XXXX. PROBLEM 3 : On XX/XX/19 I received a Notice of Intension to Foreclose dated XX/XX/19 that is riddled with inaccuracies. When I called on Friday to make my regular payment of {$2100.00} I was told by XXXX in Escalations that I couldnt make one because of this status. First it states Im due of a XX/XX/2019 payment when we already know PHH made from my suspense account 7 days prior to this letter. That would make the number of months past due 4. Total amount due shows 5 payments for $ XXXX. Assuming its 5 payments it should really be {$2100.00} x 5 = {$10000.00}. Finally, theres the suspense account balance of {$4100.00}, why wasnt another payment taken out. How does a bank try to take someones house with made-up numbers? PROBLEM 4 : On XX/XX/19 I received 2 notices that my monthly statement was ready. One was dated XX/XX/19 and the other XX/XX/19, both are for the  12/1/19 payment and use numbers inconsistent with the loan modification. Problem 5 : Per my XX/XX/19 conversation with XXXX XXXX in PHHs Resolution Dept, I was making a {$580.00} payment to cover the deficiency for XXXX. I took 4 payments of {$2100.00} and subtracted my suspense account balance of my suspense account and came up with a deficiency thru XXXX of {$580.00}. Is PHH holding this check or are they sending it back? PROBLEM 6 : For issues leading up to this modification ( I can detail them if you like ), Ocwens Office of The Consumer Ombudsman agreed to do a do a couple of things, and one of them being that theyre were going to waive the foreclosure fees. The other were suppressing my credit and waiving prior late fees. The late fees have been waived, credits been 80 % suppressed, but the foreclosure fees were still added to my principle balance. I first inquired about this on XX/XX/19 and probably another dozen times since, yet the only response I received on XX/XX/19 and it was just the definition of foreclosure costs and fees. Im including the following docs : Signed modification agreement, Notice of intent to foreclose, XX/XX/19 and XX/XX/19 statements, last response from PHH dated XX/XX/19, my most current request for information emailed XX/XX/19 escrow analyst dated XX/XX/19