Consumer complaint received 2024-03-20
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Onity Group Inc. (VA)

I have lived in my home for 17 years. In the past, I was the victim of a sub-prime mortgage. The mortgage was brought out by more than 7 mortgage companies. In early XXXX, I contacted PHH Mortgage to arrange for bi-weekly payments so that I could pay off my mortgage sooner. They informed me that I was a month behind on my mortgage payment and that my escrow balance was negative. For three years, I paid {$3000.00} in addition to my mortgage. My home was flooded in XX/XX/XXXX, resulting in hardship and financial hardship. In XX/XX/XXXX, I fell behind on my mortgage. When I contacted PHH Mortgage for assistance, they advised that they would apply for a home modification on my behalf. My relationship manager was assigned to me and I was instructed to work with him or her. It was required that I schedule bi-weekly telephone appointments. The manager informed me that a modification was being requested. Additionally, I would call every two weeks to inquire about the status of the project. I spoke with the representative in XX/XX/XXXX and I was placed on hold and told that the process was still in progress. During this period, I made a payment and a half while waiting for a modification to be made. In XX/XX/XXXX, I was scheduled to meet with my relationship manager. She claimed to have contacted me, but I did not receive the call. Upon contacting them on XX/XX/XXXX, I spoke with a representative who stated that he could not help me and that only the relationship manager could assist me. It was at that point that I learned that my home had been foreclosed on since XX/XX/XXXX. There was no correspondence regarding a foreclosure from PHH Mortgage. The news was communicated to me by telephone on XX/XX/XXXX. The relationship manager scheduled a meeting for XX/XX/XXXX, and I was given the amount due, which was {$5900.00}. I was also informed that we would discuss a payment plan at that time. They claimed that they had been calling me and that I had not answered. I provided him with an alternative phone number. When the time came for the call, I did not receive the call as scheduled. On my cell phone, I contacted PHH Mortgage and was informed that a representative would contact me shortly. When I answered the alternative phone number, no one replied and the call was terminated. When the relationship manager called me again, I was still on the phone with the representative. I was asked how much I could afford. In response to her request, I told her that I would be able to start by paying {$4000.00} by XX/XX/XXXX. She then informed me that I owed {$8000.00} and that she was not going to work with me on a payment plan. As a result of her insincerity regarding the amount owed and the lack of communication regarding the foreclosure, I did not trust her. I informed her that the amount owed was incorrect and that I did not trust her judgment. In order to assist me, I requested the assistance of a manager. While the relationship manager was on the phone, it took me 25 minutes before I was able to speak with a manager. Upon explaining the situation, they offered me a renewal quote of {$8000.00} to be paid by XX/XX/XXXX, but I have to wait until the renewal quote is mailed to me.