Consumer complaint received 2022-06-14
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Onity Group Inc. (TX)

To whom it may concern : I am writing this letter to try and receive some assistance that I can't seem to acquire from your front-line agents. In XXXX, I fell on hard times as a result of XXXX and needed some assistance in catching up on our payments. We originally were on a forbearance plan that we maxed out and were advised we qualified for a loan modification. This is when the headache started. In XX/XX/XXXX we were 2 payments from being caught up as we were making double payments. This was tough on us, so after speaking to an agent we were told, " We can't tell you not to make a payment, but I would wait until the Loan modification comes through. '' Money was tight, so we waited. The loan mod came through and advised we could wait until XX/XX/XXXX to make our first adjusted payment. Everything was going smoothly, or so I thought. 

We signed the documents and sent them back and they were denied due to a missing middle initial for my husband 's name. I will admit I was upset as life keeps throwing lemons. I received this phone call from XXXX on XX/XX/XXXX, I can admit I wasn't the most patient on this call but asked her to send me the loan documents by email, so I can get them resigned and return them. ( Email Attached ) I was given the return date of XX/XX/XXXX. The document she sent me I noticed was the same as the original only because the cover sheet said XXXX 's previous due date. I figured it must be the same document needed since she sent it and said it was the final draft in the email. ( Please forgive my ignorance as this is my first time going through this. ) When I get it signed, I return it through XXXX XXXX mail service and saw it arrived on XX/XX/XXXX at XXXX XXXX tracking number # XXXX. 

Fast forward to XX/XX/XXXX, I call in to make my payment and spoke with an agent who advised I was unable to make my payment for the correct amount of {$1900.00}. I was advised the loan mod was denied. I received no clear explanation, first, it was they didn't receive it back by the correct date and then it was they didn't receive the correct version. ( Both in my opinion were not our fault as the previous agent sent us the incorrect version and the tracking number shows it was received on time. I will say we did receive a mailed version, unexpectedly, with the correct information but it was only after we mailed the other version back. I only go to my mailbox if I am expecting something because I always choose paperless billing. ) Back to the story, due to the agent giving conflicting information, and at this point, I'm over it and ask to speak to a manager. I am placed on hold for several minutes only to be advised none were available but was assured an experienced manager of 11 years would return my call the following day at XXXX XXXX PHH has been really good on follow-up calls, so I didn't think they would drop the ball but it was. I answered a much later call that I now know was a collection call and explained I would call back later, ( I was working ) because felt a front-line agent could not assist me at this time. I then went online and scheduled a call with my relationship manager. 

XXXX calls and is nothing but impatient and condescending. He explained it was not received on time and this is the reason for the denial, so I provide my tracking number and ask for him to submit the appeal. I later tried explaining my grievances about HIM it was clear he wasn't listening and realized it was a waste of time. I could tell he halfway appealed my situation and definitely left me lacking confidence that it was done correctly. Today I was advised it was STILL denied but NOT for missing delivery time but because it was the wrong documents. 

I have continuously been trying to speak to a higher-up and no one has assisted me. I called today to speak to a front-line agent requesting management and was told she couldn't transfer me to escalations. I told her I need a manager/escalations or someone other than a front-line agent because it was clear on their level they were unable to assist me. I legit just wanted to speak to someone who was confident and knowledgeable with the information they were providing. That's it. I was then transferred to XXXX XXXX id XXXX in escalations who listened well but told me she could not help me and would be transferring BACK to where I started. How is this a de-escalation team? I then began asking for corporate and was told they have no phone number just fax no emails available. Then I provide her with the email I was given earlier at XXXX. She advised I can use that, then after asking for the name of the CEO, etc. I was placed on hold only for her to come back with a corporate number XXXX that does not work. 

Who can help me? Because later on in the day I get a notice of default letter and I have to pay {$10000.00} by XX/XX/XXXX or PHH will result in loan acceleration. What? Where's my help? I keep getting the runaround, misinformation, and no assistance now they are trying to accelerate my loan? By the way, I still have yet to receive the loan mod denial letter and went on my account and asked to have it emailed but never received it. 

At this point, I will share this letter with anyone who listens because I have tried my best to do everything that was asked of me but I can't seem to get past the front-line agents who are legit no help!