Consumer complaint received 2016-09-18
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Onity Group Inc. (AL)

RECENTLY MY HUSBAND GOT A CALL AND WAS TOLD THAT WE WERE XXXX PAYMENTS BEHIND ON OUR MORTGAGE PAYMENT. TO BE EXACTLY IT WAS XXXX XXXX, 2016 THE DAY BEFORE OUR DAUGHTER WAS TO BE GRADUATING FROM COLLEGE. WE WERE IN A FRANTIC. I CALLED THE XXXX NUMBER AND SPOKE WITH SOMEONE THAT TOLD ME THE SAME THING. I TOLD THAT PERSON THAT WE HAD NEVER MISSED A PAYMENT BECAUSE WE WERE IN BANKRUPTCY AND KNEW THAT WE COULD N'T MISS A SINGLE PAYMENT AND THAT I HAD BANK STATEMENTS AND PERSONAL CHECKS THAT HAD BEEN CLEARED TO PROVE IT. I EXPRESSED TO THEM THAT SOME OF THE PAYMENTS MAY HAVE BEEN LATE BUT WERE ALWAYS PAID WITHIN THE MONTH THAT THEY WERE DUE.SOMEWHERE IN THE HEATED DISCUSSION I WAS TOLD THAT OUR MORTGAGE PAYMENT WAS DUE ON THE XXXX OF EACH MONTH, I THEN SAID HOW IS THAT? WE NEVER KNEW, WE NEVER GET STATEMENTS FROM YA 'LL AND THAT WE WERE TOLD WHEN WE FILED BANKRUPTCY THAT OUR PAYMENTS WERE DUE ON THE XXXX OF EACH MONTH. AS WE GOT FURTHER INTO THE CONVERSATION I ASKED TO SPEAK WITH THE MANAGER OUT OF FEAR OF LOOSING OUR HOME BECAUSE THE PERSON THAT I WAS TALKING TO WAS N'T LISTENING TO ME NOR UNDERSTANDING THE SERIOUSNESS OF MY FEAR AND CONFUSION. I ALSO EXPRESS TO HIM THAT WE HAD FULFILLED OUR AGREEMENT WITH THE BANKRUPTCY COURT AND HOW SOMETIMES THINGS HAPPEN IN LIFE THAT ARE BEYOND OUR CONTROL MY HUSBAND HAD LOST HIS JOB AND WE HAVE FOUGHT HARD TO MAINTAIN AND HAD NOT DONE SO ONLY TO LOSE OUR HOME IN THE END.I WAS THEN TRANSFERRED TO A ESCALATING MANAGER WHO FINALLY SAID THE REASON FOR THE LARGE PAST DUE AMOUNT WAS THAT OCWEN HAD TAKEN OUT INSURANCE ON THE HOUSE. I TOLD HIM THAT WE COULD NOT AFFORD TO PAY THAT AMOUNT AT ONE TIME HE ASKED IF WE COULD AFFORD {$700.00} A MONTH I SAID EXTRA? HE SAID NO THE TOTAL INCLUDED OUR MORTGAGE PAYMENT I SAID YES. HE THEN ASKED IF WE WERE HAVING HARDSHIP I SAID NO WE HAVE BEEN ABLE TO MAKE THE PAYMENT SO FAR. HE SAID IF YOU LIKE I CAN MAIL YOU OUT A LOAN RE-MODIFICATION PACKET. I SAID WE CAN MAKE THE {$680.00} PAYMENT ITS NOT A PROBLEM. HE THEN SAID IT COULD POSSIBLY LOWER YOUR HOUSE PAYMENT I SAID OK. AFTER I SAID OK HE THEN QUICKLY SAYS YOU MAY OR MAY NOT QUALIFY FOR LOWER PAYMENTS IT COULD POSSIBLY GO UP I THOUGHT TO MYSELF WE CA N'T AFFORD TO GO UP SO WE WILL JUST LEAVE WELL ENOUGH ALONE. SINCE THEN MY HUSBAND HAS BEEN BACK AND FORTH ON THE PHONE WITH DIFFERENT OCWEN EMPLOYEES SAYING DIFFERENT THINGS ALL OF THEM HAVE TOLD HIM CONFLICTING STORIES. WE TRIED TO PURCHASE HOMEOWNERS INSURANCE SEVERAL TIMES BUT WERE DENIED BECAUSE OF BANKRUPTCY. XXXX XXXX FINALLY GAVE US HOMEOWNERS INSURANCE BUT CANCELLED IT BECAUSE OUR YARD WAS NOT FENCED IN AND WE HAD A TRAMPOLINE IN THE BACK YARD AND HUGE TREE THAT ABOUT COVERED THE WHOLE BACKYARD. WE KEPT TRYING BUT WAS DENIED. WE FINALLY WAS ABLE TO HAVE THE TREE CUT DOWN USING TAX REFUND MONEY. WE GAVE THE TRAMPOLINE AWAY. WE TRIED AGAIN AND XXXX XXXX WROTE US HOMEOWNERS INSURANCE ON THE CONDITION THAT WE REPLACE THE ROOF WITHIN 60 DAYS. LUCKILY WE WERE DISCHARGED FROM BANKRUPTCY IN GOOD STANDING AND I WAS ABLE TO GET A LOAN THROUGH MY BANK TO PAY FOR IT. MY HUSBAND 'S ARGUMENT WITH OCWEN IS THAT THEY HAD THE HOUSE INSURED AND SHOULD BE LIABLE FOR THE ROOF. THE AMOUNT THAT THEY SAY WE ARE BEHIND IS WHAT WE PAID FOR THE ROOF. SINCE XXXX XXXX, 2016 WE HAVE BEEN BOMBARDED WITH MAIL. IT LOOKS LIKE THEY ARE TRYING TO FORECLOSE ON OUR HOME. CAN YOU PLEASE HELP US? THIS HAS BEEN A NIGHTMARE. I HAVE HAD MANY RESTLESS NIGHTS AND ANXIOUS DAYS WONDERING IF SOMEONE COULD HELP US. PLEASE HELP US WE SEEM TO BE FIGHTING LOOSING BATTLE UNLESS THE MONEY IS PAID UP FRONT AND SOON! WHO EVER IS READING THIS I ASK THAT YOU BE CONSIDERATE AND UNDERSTANDING IN THAT WE ARE TRYING TO HOLD ON TO OUR HOME AND THAT WE DO LACK SOME UNDERSTANDING IN THIS WHOLE MATTER. AGAIN I ASK THAT YOU PLEASE HELP US.