Consumer complaint received 2020-03-21
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Onity Group Inc. (CA)

This has been the most frustrating attempt to rectify a simple to fix misunderstanding. PHH Mortgage bought my mortgage from XXXX XXXX in XX/XX/XXXX ( I am still uncertain of the exact date ). I was unaware of this situation and continued to pay my original mortgage company. XXXX  transferred 1-3 payments automatically to PHH. They stopped this practice for XXXX. I continued to pay my old mortgage and was unaware they had sold it until XX/XX/XXXX, when I had one of my old checks returned to my account. 

Since finding this out in XX/XX/XXXX, I have been trying to work with PHH to rectify. PHH has assessed me multiple late payments for the original 'late ' payments from  XXXX and XXXX. They also reported these incidents to the credit bureaus which has caused damage to my credit. I can prove to them that I was unaware of this transfer of my mortgage as my bank statements show me paying the original loan through XX/XX/XXXX, and that I paid it on time for all two-and-a-half years. I have since started paying PHH with myXX/XX/XXXX-XX/XX/XXXX monthly mortgage payments. I only owe them for XX/XX/XXXX and XX/XX/XXXX. 

The reason this has been so difficult is that this company is very decentralized and not setup to actually help their customers. I started calling them immediately to fix the problem. During the beginning of XX/XX/XXXX their phone lines were so busy that you would wait on hold for 35 minutes until, each time, the call automatically disconnects at this time frame ( I attempted to call nine times ). I sent two emails to their customer service email and never heard a response back ; one of the emails bounced back stating their incoming system was unable to receive emails. It wasn't until I left a complaint online that a person from an XXXX call center called me to fix the problem. All but one of my conversations have gone through the call center but none of the people here have the power to solve any problems. All they can do is ask for money. I was finally told to fax ( because they can not use emails ) my proof to a certain number. I faxed this on three days ( XX/XX/XXXX and XX/XX/XXXX ). The PHH call center still calls me weekly to ask for my money and each person I talk to can not help. PHH is also sending me letters stating that an agent has been assigned to my case and I can call them at a number to talk, but the number goes to the same call agency and they cant even connect me to the person in the letter. Finally, on XX/XX/XXXX, someone from their call center called me and, when going through the same conversation again, told me that they had accidentally given me the number to the wrong office and then gave me a new one. I faxed this new number the attached letter on XX/XX/XXXX. 

I still owe PHH the original two mortgage statements, and I have the money to pay them. The reason I have not paid them is because I had hoped it would get them to work with me AND the fact that the only people I can talk to only have the power to ask for money, my fear in paying them is that I would no longer have anyone calling me which is the only connection I can get to speak to anyone at this company. The final piece that REALLY concerns me is that this company is still allowed to conduct business. If you read all of the complaints online, the company is littered with a myriad of negative comment all similar to the lack of customer service/help.. Their XXXX rating is ONE STAR with an F rating. How is that possible? 

Please help me to fix this problem.