Consumer complaint received 2020-11-09
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Onity Group Inc. (DC)

XX/XX/XXXX PHH Mortgage/Ocwen # XXXX XXXX XXXX | Sales Manager, Direct Lending Sales PHH Mortgage Corporation NMLS # XXXX XXXX XXXX XXXX. XXXX XXXX | XXXX XXXX XXXX, FL XXXX Toll Free : XXXX ext. XXXX Fax : XXXX XXXX XXXX Good Morning XXXX, I am seeking relief and I want this email to go on record as a formal compliant against XXXX XXXX ( Sales Manager ) and PHH/OCWEN Mortgage Company, and their Direct Lending Sales Department. XXXX XXXX has failed to process my application XXXX in a timely manner. I applied for refinance loan in early XX/XX/XXXX and as of today my loan has not been approved and move to the next step in the closing process. I have provided and submitted all legal and requested documents to XXXX XXXX, my Loan Officer, who was very proactive in assisting me in processing my application and assuring me all necessary documents were submitted. As of XX/XX/XXXX I have not been scheduled for closing. On XX/XX/XXXX I received a call from another processor, XXXX XXXX, stating XXXX XXXX is no longer with the company and she has been assigned to my application. I was informed that XXXX XXXX was not aware of of XXXX XXXX departure. 

Ms. XXXX requested my last paystub and a letter verifying I no longer lived at XXXX XXXX XXXX XXXX XXXX. XXXX, XXXX. I told her XXXX XXXX XXXX XXXX is a rental unit that I moved out of 20 years ago. Never the less, on XX/XX/XXXX I submitted to XXXX XXXX my last paystub and a document stating I no longer live at the XXXX  XXXX XXXX address. I have no idea what significance this has to the process and approval of my application. I have applied for refinance before and worked as a loan officer/processor during my career but have never asked an applicant to verify in writing a 20 year old address from their credit report. Is this a discrimination tactic used to eliminate applicants? 

I am at a breaking point with the " I'm sorry about the delay in processing '' from the Direct Sales Department, but sorry does not justify the three months delay or why I have not been scheduled for closing after I have submitted all requested legal documents. The sales manager was not aware her employee who was working on my application departed the company. I strongly believe this department should be reviewed for production errors as well as corporate codes of ethical conduct. I experienced similar unfair treatment with this lender back in XXXX when XXXX, along with XXXX  XXXX XXXX, failed to process and denied my loan modification request which resulted in a class action suit. The courts, along with the Department of Justice, ruled in my favor to have the loan forgiven. I do not want to experience another nightmare with this company. 

During this COVID-19 pandemic it is important for organizations who are in position to work closely with the public by providing financial assistance and/or emotional assistance to be considerate and mindful of the decisions they make when it comes to others lives. I have gone over and beyond reasonable requirements by submitting all requested and legal documents to the loan officer, loan processor and the underwriter but I'm being asked to submit the same documents I submitted two weeks or two months ago all over again. 

On XX/XX/XXXX, I was told by my Loan Officer XXXX XXXX, there was no more additional information needed at this point. I would really appreciate if someone other than the Sales Department of PHH /OCWEN would assist me in addressing my concerns. I can be reached via email or by cell XXXX. 



Cc. 

Consumer Financial Protection Bureau Congresswoman XXXX XXXX XXXX Department of Housing Investigative Unit