Consumer complaint received 2019-08-17
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Onity Group Inc. (CA)

My loan number with PHH Mortgage is XXXX.    My payment is considered late on the XXXX of each month.   I make payments through my XXXX  XXXX online banking. On XX/XX/2019 I remitted a payment of $XXXX (payment due is less but I always pay more).   The bank indicated gauranteed delivery on XX/XX/2019.   This afternoon I received a notice indicating that I was late with my XXXX payment..    I checked my account and, in fact, I was unable to ascertain if it had been sent or in the process of being forwarded.   In a panic I called the lender at XXXX.  I tried to ascertain through the automated system payment department as to the status of my XXXX  payment.   I tried to enter my information for approximately 15 minutes but was continuously told that I did not have an account with them even though I was viewing a letter from PHH with all my information including the account number I wast entering.    I finally gave up and called again hoping to get a human being and after some extensive navigating I was able to do so.  I explained the problem at which time the representative asked the address where I sent the payment ( and where I have been sending several PHH mortgage payments for more than ten years.   He said it was the wrong address and gave me another and then another neither of which matched where I always submit payments.. He recommended waiting another few days but I was afraid to do so in case the bank had not completed the process.   I said I was willing to pay again this day to cover my credit with them.  He recommended either paying by phone for $XXXX or by website at XXXX XXXX for immediate posting.   Either was satisfactory but he then told me I would still be charged the pmt fee plus the $XXXX late fee.  Considering that my long time accounts have been in good standing I asked if I could speak to the supervisor to ask for a waiver.   He put me on hold and at this moment I have been waiting 65 minutes without anyone coming on the line to notify me of the status relevant to my request to speak with the supervisor.   During this incredibly long wait, I have been trying to send another payment through the PHH website which again kept refusing my information.  Surprisingly despite the tremendous problem with identity fraud, PHH requires the customers social security number in order to proceed to remitting payment on a new account.   I was desperate enough to give my social security number but still was denied access just as they did when I called with the same loan number they themselves furnished in their recent letter.  PHH has shown a complete lack of respect and an unconscionable deficit of decency in their insulting customer service.   While still on the line waiting for what I now know will never occur,  I decided to refer this total lack of customer value to your organization in hopes that they will at least be contacted with some form of admonishment.  I will now hang up and call again in an effort to pay by phone in hopes of protecting my credit.   Thank you for your attention to this matter