Consumer complaint received 2019-10-02
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Onity Group Inc. (TX)

My mortgage was transferred to PHH mortgage from Ocwen Loan Servicing. 

I received a letter from Ocwen stating to start making payments to PHH mortgage. On XX/XX/XXXX I called PHH Mortgage and spoke to XXXX to inquire about a loan modification due to my employment contract ended XX/XX/XXXX. 

Before I called, I received a letter dated XXXX XXXX from PHH Mortgage stating I was behind 3 payment XXXX, XXXX, and XXXX. At that time I was not behind. This prompted my call and to also inquire about a loan modification since I due I was not going to be able to make my payments with only XXXX XXXX as income and my unemployment had not started. 

First, I addressed that I am not 3 months behind and I can provide my bank statements showing where my mortgage payment cleared my bank. Then I proceeded to inquire about the loan modification. XXXX told me it will take roughly 3 months for approval due to them being back logged. 

I called again on XX/XX/XXXX and spoke with XXXX to reiterate that my mortgage payments where made to Ocwen and I have my bank statements to prove my payments. She gave me a faxed number and I faxed my bank statements showing where my payments cleared my bank. 
I called on XX/XX/XXXX and spoke with XXXX ID # XXXX and asked if my bank statements were received. She said they didnt receive my bank statements. I advised I faxed to XXXX and for her to have my case manager XXXX to call me. I never received the call from XXXX. 

On XX/XX/XXXX I called PHH mortgage spoke with XXXX ID # XXXX to get status on the loan modification. She said it will take about 30 days to review my information that I sent. 

I called XX/XX/XXXX and spoke with XXXX finally ... I asked about status of my loan modification and he said I was approved and I must sign and agree with the terms by XXXX. He went over the terms with me and told me to fax the approval in. I advised I have not received the loan approval for me to sign. He said it was mailed to me. I asked when was it mailed and he said Tuesday. I asked this past Tuesday which is the XXXX of XXXX. He said yes. I said, if I have to sign the approval form by XX/XX/XXXX, Im not going to receive it before the due date if it was just mailed Tuesday. XXXX told me to send it in when I receive it. I strongly said and asked that our conversation be recorded and I asked XXXX again to make sure our conversation is recorded and I proceeded to recall what he told me which was ... for me to send in the form when I receive it although it will be after the due date of XX/XX/XXXX. He said yes, I can still send it in after the due date. Again, I said. This phone call is being recorded correct. He said yes! I received the form which was dated XXXX XXXX. I faxed it in XXXX XXXX and sent my payment of {$680.00} to PHH Mortgage on XX/XX/XXXX. XXXX XXXX, XXXX I received a return payment notice that my modification of {$680.00} has been returned back to me. 

XX/XX/XXXX I called PHH mortgage to speak to XXXX. He was on another call. Spoke with XXXX ID # XXXX and I informed him my loan modification payment was returned. He proceeded to tell me that it takes 30 days or longer for my paperwork to be reviewed. I informed him that according to XXXX my modification has been approved and I faxed in my form and sent in my payment of {$680.00} and it was returned. He transferred me to XXXX ID # XXXX. He, just like XXXX, had no clue of about the loan modification approval I received. He was reading the notes supposedly and he said your file is being reviewed and that I will receive a letter about my modification. Again, I explained my modification had already been approved and I sent in my signed approval form and first payment already. I asked to be transferred to XXXX since he is my Case Mgr and he is aware of my loan modification and prior conversations. He said XXXX is on the phone and he will have XXXX to call me. I waited and I didnt receive a call from XXXX the entire day. 

Today, On XX/XX/XXXX I called PHH Mortgage and got XXXX again finally. I informed him of my modification payment was returned to me and I asked why? He said because I didnt send in my payment and sign the form before the due date. I recalled our phone conversation where he iterated to me that I can send in the signed modification form once I receive it since it was going to be after the due date when I get it. He cant remember telling me that. I asked for him to pull the recording of our conversation on XX/XX/XXXX. He advised it will take a couple of days to review and for me to call him back on Friday XX/XX/XXXX at XXXX cst. 

My concern is that he may erase our conversation and I wont have any proof of what he discussed with me. Im hoping you can request a copy of our phone conversation before he has a chance to alter or destroy it some how.