Consumer complaint received 2022-10-13
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Onity Group Inc. (CA)

On Monday, XX/XX/XXXX, my husband and I both received phone calls on our cellphones from a man letting us know that we are in a Notice of Default and that he could help us with our situation. I thought that was very odd, so, I called my mortgage company, PHH mortgage to find out what the status is on our loan. I have been in contact with PHH mortgage since I lost my job in XXXX of this year XXXX. I will do my best to give you a timeline of dates of my interaction with PHH mortgage customer service. 
On XX/XX/XXXX, I was let go from my job. I was told that since I was a temporary employee, that they had too many permanent employees that needed work to do. I was so disappointed as I was hoping that I was going to be hired eventually as a permanent employee. My husband and I were starting to make the mortgage payments on time. 

So, in the meantime, I called PHH mortgage around XX/XX/XXXX to see if they could give us a break while I try to find another job. The customer service person mentioned to me to not worry that they will help me to find a solution to not lose my home. I was so grateful and felt so reassured. 

I received a letter dated XX/XX/XXXX from PHH mortgage stating that my loan is on a Temporary Hardship Forbearance Plan Agreement. Since then, I have submitted all paperwork they requested from me in order for them to try me again for a Loan Modification or repayment plan. They mentioned it will take at least 30 days for them to review and make a decision. 

I received another letter dated XX/XX/XXXX from PHH mortgage stating Early Intervention Borrower Assistance. 

On XX/XX/XXXX I spoke to customer service and they asked me over the phone what mine and my husbands monthly incomes were to see if we qualifythey had mentioned to not worry that they will help me with either a loan modification, repayment plan, or to put the amount of what we owe in late mortgage payments to the back of the loan. The customer service people are always reassuring me to not worry, that they will help me to keep me and my husband in our home. 

On XX/XX/XXXX, I got another jobI was able to submit my paystubs as requested from PHH mortgage. Again I was told it will take at least 30 days for them to review and make a decision. 

I received another letter dated XX/XX/XXXX from PHH mortgage stating, The Mortgage Assistance Application was Received. 
I received another letter dated XX/XX/XXXX from PHH mortgage stating, Missing Items From the Request for Mortgage Assistance, with a due date for documents to be submitted by XX/XX/XXXX. Right away I called and and emailed them what they asked for. 

I received another letter dated XX/XX/XXXX from PHH mortgage stating Notice of Default! 
On XX/XX/XXXX I called and spoke with PHH mortgage customer service, they told me to disregard the letter stating Notice of Default because they are still trying to work on my loan modification review. They said it may take approximately XXXX days to figure out the results or update, and for me to call them back in a week. 
I received another letter dated XX/XX/XXXX from PHH mortgage that they receive my documents. 

I received another letter dated XX/XX/XXXX from PHH mortgage stating Missing Items from the Request for Mortgage Assistance. with a due date for documents to be submitted by XX/XX/XXXX. Right away I called and emailed them what they asked for. 
I received another letter dated XX/XX/XXXX from PHH mortgage stating that Documents Received for Mortgage Assistance Review. 

On XX/XX/XXXX, I called PHH mortgage back to check status on my mortgage loan, customer service mentioned they received my email of the paystubs I emailed to them, however, they were not legible, so, I emailed them again that same day. 
I received two letters dated XX/XX/XXXX from PHH mortgage, stating Documents Received for Mortgage Assistance Review. 

I received a letter dated XX/XX/XXXX from PHH mortgage stating, The Request for Mortgage Assistance was Received, and that the application is currently complete as of XXXX, XXXX, XXXX. 

On XX/XX/XXXX, I called PHH mortgage to check status of my loan, customer service said to call them back at the end of the week. 

I received a letter dated XX/XX/XXXX from PHH mortgage stating, Initial Contact Letter REQUIRED PURSUANT TO CALIFORNIA CIVIL CODE 2923.55 informing me basically that the mortgage payment is past due. 

I received a letter dated XX/XX/XXXX from PHH mortgage stating, Decision on the Request for Mortgage Assistance informing me that my mortgage does not qualify for the Mortgage Assistance. However, the account is conditionally eligible for other alternative ( XXXX ). 

I received another letter dated XX/XX/XXXX from PHH mortgage stating, The Mortgage Assistance Application was Received So, I called them of course, however, I do not remember when I called them, maybe it was around XX/XX/XXXX. When I spoke to customer service of PHH mortgage, then mentioned that there is a link on their website for mortgage assistance. So, I contacted the link which was a link to the California Mortgage Relief Program. This link was on PHH mortgages website. I was under the impression they were working together. 

On XX/XX/XXXX, I had received a phone call from the relationship manager from PHH mortgage as this was my phone call appointment to go over my mortgage and any options available. All the relationship manager told me was to submit three months of my recent bank statements. 
On XX/XX/XXXX, I emailed PHH mortgage my three months of my recent bank statements. 

I received another letter dated XX/XX/XXXX from PHH mortgage stating, Missing Items from the Request for Mortgage Assistance. 
On XX/XX/XXXX, I clicked on the link on the PHH mortgage website that took me to the California Mortgage Relief Program. I filled out the application and submitted all documents they requested. 

I received two letters dated XX/XX/XXXX from PHH mortgage stating Documents Received for Mortgage Assistance Review. 

On Monday, XX/XX/XXXX, my husband and I both received phone calls on our cellphones from a man letting us know that we are in a Notice of Default and that he could help us with our situation. I thought that was very odd, so, I called my mortgage company, PHH mortgage to find out what the status is on our loan. I have been in contact with PHH mortgage since I lost my job in XXXX of this year XXXX. 

On XX/XX/XXXX, I called PHH mortgage to check status on my mortgage loan. I spoke to customer service and I could not believe what they told me over the phonemy mortgage loan is now in Notice of Default. I did not understand as they told me each time with my interaction on the phone with them to Do not worry, we will help you with either a loan modification, repayment plan, or put what you owe to the back of the loan. I did not understand why I did not receive a phone call warning about this. They mentioned that they sent me a letter dated XX/XX/XXXX, however, I never received that letter. I would have called immediately as I have been calling and keeping in touch with them. I told them that I emailed them my bank statements back in XX/XX/XXXX as they requested. I also told them that I clicked on their link on their website that took me to the California Mortgage Relief Program, and that I filled out the online application and uploaded the required documents that they requested. PHH mortgage customer service told me there is no sale date yet and to not worry again. But how can I not worry??? Most of these customer service employees that are from overseas do not seem to really understand my situation and honestly, sounds like they are just reading from a script not tailored to me and my situation. It is very frustrating as I have complied with all their requests. I am doing everything I can to not lose my home. I am hoping and praying that the California Mortgage Relief Program and PHH mortgage work something out to help me. 

I received another letter dated XX/XX/XXXX from PHH mortgage stating, IMMEDIATE ACTION IS REQUIRED TO AVOID FORECLOSURE. 

So, here we are, time is of the essence, and I can not get a clear answer as to if and when I will receive help to resolve my issue. 

Please, I know that so many people need help with all these increasing home prices, rents and gas prices, the government does offer mortgage relief. I hope you can please help me and my husband to keep our home and stop the notice of default to not foreclose on our home weve owned since XXXX.