Consumer complaint received 2023-01-13
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Onity Group Inc. (OK)

I am unable to get any formal reply regarding my release of liability request from PHH Mortgage. I went through a divorce last year and as part of the proceedings, I was to remove my ex-spouse from the mortgage by XX/XX/XXXX. I completed my application with PHH in a timely fashion to ensure I could provide my reply to the court by then. I am financially qualified to carry the loan independently and want to avoid refinancing given the current state of interest rates. PHH provided a time frame of 45-60 days to review my release of liability application. I still have not received a decision as of today and it has been 127 days since my check for the application fee was cashed. Every single person I have communicated with at the company has lied. It's criminal how the organization is run. Below are my notes regarding communication with PHH. 

XX/XX/XXXX Application mailed XX/XX/XXXX Tracking indicated it was received XX/XX/XXXX {$370.00} processing fee cashed XXXX sent an email to customer service requesting an update on the application status and quoted 3 business days for a reply from the Research department XXXX call back after not receiving a reply to email ; at that time I am assigned to XXXX, an escalations manager who promises a call back in 48 hours with more information XXXX call back after not receiving a reply from XXXX. I am told I can not speak to anyone else now that XXXX has been assigned to my case. I am assured she will call me back with an update. At this time, I am told that my 45-60 days review process did not start until XX/XX/XXXX. No one can explain to me why my check was cashed on XXXX but the application wasn't given to the correct party until XX/XX/XXXX. I am just expected to accept that situation. I asked to speak with a supervisor and was told I can request a call from a supervisor. I offered to hold but this request was refused, but I was assured a supervisor would call within 48 hours. A supervisor never called. I was provided an email address directly to the release of liability department ; when I sent a message to the address it was kicked back because the email address doesn't exist. 
XXXX missed call from XXXX ; I called back within 30 minutes and had to submit another request for a callback from XXXX. Emailed XXXX because " rol '' address was undeliverable. Also reached out via Contact Us on the site and sent an email to customer care and research. I never received a reply from anyone. 
XXXX Emailed customer care and research departments at XXXX. Called at XXXX. I was given the same generic email reply quoting XXXX days to review. When I called, they said they would have XXXX call me back. 
XXXX Still no call back from XXXX XXXX and they will not assign a new escalations manager despite my requests. I emailed customer care and research again. Their generic reply continues to quote XXXX days even though it has been 60 days since the application fee was cashed. 
XXXX Still no call back from XXXX XXXX and they will not assign a new escalations manager despite my requests. I emailed customer care and research again. Their generic reply continues to quote 45-60 days even though it has been 60 days since the application fee was cashed. 
XXXX Still no call back from XXXX XXXX and they will not assign a new escalations manager despite my requests. I emailed customer care and research again. Their generic reply continues to quote XXXX days even though it has been 60 days since the application fee was cashed. 
XXXX Still no call back from XXXX XXXX and they will not assign a new escalations manager despite my requests. I emailed customer care and research again. Their generic reply continues to quote 45-60 days even though it has been 60 days since the application fee was cashed. 
XXXX We are 60 days past their falsified receipt date of XX/XX/XXXX and I am now being threatened to be held in contempt of court by my ex-spouse 's legal representation. I call again and demand a new escalation manager as well as some real information about the status of my application. I am told, " great news- it looks like XXXX should hear from the release department tomorrow and will call you. '' XXXX I receive no contact from anyone at PHH . 
XXXX I call back and am told, " You will receive an answer when you receive one. '' I am now being given no timeline, no update, no point of contact, and no explanation about why PHH has continued to lie to me repeatedly. I am just expected to blindly wait. 

Please help me. I desperately need an answer from PHH regarding my release of liability application and have exhausted my means.