Consumer complaint received 2022-02-22
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Onity Group Inc. (CA)

XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called in as client, rep said they need XXXX pay stubs for XXXX XXXX. Explained that XXXX does not receive income, rep said that she needs to send in a letter saying that she does not contribute to household. Rep said her name and signature needs to be on XXXX. Sent XXXX with co-borrowers signature and social as well as letter saying XXXX does not receive income. Asked to be transferred to supervisor, waited on hold for over 45 mins. and then hung up on me. 

XX/XX/XXXX, XXXX XXXX NOTE [ n ] Called PHH, said as of XX/XX/XXXX docs are missing : -Co borrowers income info -Co borrowers income proof -Name & SS of co borrower Let her know I already sent info with co-borrowers SS, asked to be transferred to a supervisor, waited on hold for 15 mins and then got hung up on. 

XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called PHH, docs were received on XX/XX/XXXX. We have to wait for the docs to be reviewed in 3-5 business days. Once the package is deemed complete it will be reviewed for a mod. Requested that the rep notate that would would like this account reviewed for a mod immediately. 

XX/XX/XXXX, XXXXXXXX XXXX NOTE [ n ] - Sent PHH pay stubs & XXXX 's signed auth via email & fax. 

XX/XX/XXXX, XXXX XXXX NOTE [ n ] - PHH rep called in, said that they need -name and social security for co-borrower -Pay stub for 30 days XXXX Spoke with supervisor and he miraculously found documents but said he needs to review XXXX pay stubs XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called PHH to XXXX on review. Rep ( XXXX ) stated as of the XXXX there is not a complete packet. Let her know we already resent docs & called back on both the XXXX & XXXX. She said the packet is still under review and it is not marked as " completed '' so the formal review ( 30 days ) has not even started yet. She said we should receive a letter if the packet is marked completed or if additional docs are needed. Rep could not tell me how long this will take or why we were previously told it was formally under review for a modification. She said a relationship manager should be calling us Friday between XXXX. Could not tell me what phone number and would not let me provide a back up number. 

XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called PHH to confirm docs were received. Received XX/XX/XXXX and is under review. Review will take 30 days. There is an appointment scheduled for XX/XX/XXXX to speak with us but they have our old phone # on file. Rep was unable to update the phone number. 

XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called PHH to XXXX on XXXX, rep said that they still need most recent pay stub and bank statements with gross ytd. Re-sent XXXX pay stub and Bank statement XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called PHH, rep said the XXXX was submitted to underwriting, and will let me know if there are any missing docs XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called PHH to XXXX on XXXX, rep said that they are missing docs, let her know we already sent in those missing documents and want to make sure they are in review, transferred to supervisor. Supervisor said that she will send a message to underwriting to make sure that the documents were in review. Asked if I could speak with loss mitigation or someone who is in charge of this file, rep said her had are tied and there is no one I can speak with. Said she will try and have a Point Of Contact call me back. 

XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called PHH, rep stated the packet was received on XXXX XXXX. No additional updates at this time the docs are still being reviewed. 

XX/XX/XXXX, XXXX XXXX  NOTE [ n ] - Sent PHH XXXX to XXXX XX/XX/XXXX, XXXX XXXX  NOTE [ n ] - Called PHH, rep was able to find authorization. Rep stated the XXXX was reviewed, but was missing information. Hardship letter needs to be signed and dated. Financial form needs to be filled out. Borrowers info form is not complete. Requested letter with missing info be sent via email. Will receive it no later than Monday. 

XX/XX/XXXX, XXXX XXXX  NOTE [ n ] - Called PHH, spoke with rep who could not find authorization. Transferred me to manager, call disconnected. Called back, another rep could not find our auth so again asked to be transferred. Manager ( XXXX ) could still not find our auth, he was incredibly rude, put me on hold for over 45 minutes. No records found for an authorization from our company. Placed me on hold again, then hung up on me. 

XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called PHH to confirm Request for Mortgage Assistance was received, rep said that it was received, said they still need to be reviewed. Will f/u in a few days. 

XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called to give financials, rep took income and expenses over the phone, then said she will send out the XXXX packet to my email w/in 4 business days. Said the financial interview is just to see if they are in need of a mod. 

XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called PHH to confirm XXXX is removed, rep said that XXXX has been removed. Asked if account is available for Mod, said they would do a financial interview over the phone. 

XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called PHH to confirm when Forbearance ends, rep said XXXX ends on XX/XX/XXXX Rep said to submit for a loan modification, fax it to XXXX XXXX said the review takes about 7-10 business days XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called back, spoke with Customer Service manager and she verified the initial documents are on file. 

XX/XX/XXXX, XXXX XXXX - Called PHH, rep XXXX to verify if initial docs were on file. She was so confused as to what I was asking, I requested to speak with a manager & was hung up on. 

XX/XX/XXXX, XXXX XXXX NOTE [ n ] - called PHH to see if initial docs were received, rep said it takes 5 business days to see if anything was received. Will f/u on XXXX XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Sent initia docs to PHH