Consumer complaint received 2020-08-27
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Onity Group Inc. (CA)

On XX/XX/XXXX, an online payment of {$2900.00} was debited from my checking account. I am always on time, never late on my payments. This is the same payment I make towards my mortgage every month and only this time, it is the final payment to payoff the loan. I was excited to know I finally paid off my mortgage. My loan balance was {$2000.00} when my automatic payment of {$2900.00} went through. Ive checked my loan every single day, and when I noticed the balance is still outstanding after being debited from my checking account, I called customer service 4 days after. 

On XX/XX/XXXX, the customer service representative checked my loan and confirmed they received the payment. He apologized for the error. I didnt bother to write down his name, but Im sure its on the loan servicing system of record. He reassured me that they will make sure to apply the payment towards my loan to closeout the account. Unfortunately, the representative did not perform well because the loan is still showing past due. 

On XX/XX/XXXX, I called customer service again. The loan payment is indeed in the system and of course, the representative apologized once again. They explained they would post a reversal of payment to reapply towards the loan correctly, to be completed in less than a week. 

On XX/XX/XXXX, I called back again since the loan is still showing past due. The representative repeated the same solution and reassured to give them additional time to apply the payment correctly. We waited 5 days. 

On XX/XX/XXXX, I complained that there was nothing being done and asked to speak with a manager. I spoke to XXXX, extension XXXX, user XXXX. I am very frustrated since the payment wasnt being posted correctly. I also shared that I dont want this error to impact my credit report. He reassured me that it will get fixed within 24-48 hours. Of course, it was not fixed as promised. 

On XX/XX/XXXX hours later, payment is still not posted. I called XXXX, no response, so I left a message. I called multiple times that day, left several messages and yet, still no response. 

On XX/XX/XXXX, I called XXXX 3 times and he hasnt responded. I then opted for another manager. The other manager reviewed the loan and advised to wait for XXXX to call me back. She repeatedly insisted to wait for XXXX and he is supposedly fixing the misapplication of payment. Crickets. No return of phone calls. 

On XX/XX/XXXX, I called first thing in the morning. I left a message. I called back again and left another message. I called the third time and asked for another manager. She explained that the reason for the payment not being applied is because of overpayment. She reassured that XXXX is fixing the overpayment and will apply the payment correctly. I called late in the afternoon to try to get a hold of XXXX, still no response, no return of phone calls. 

Today, XX/XX/XXXX, I called XXXX and left another message. No response, no return of phone calls. As you can XXXX, I try to be very patient. I gave the representatives and the managers ample time to get this fixed. How many times do we need to call? How many messages will it take in order to get help on this loan? 

This is stressing me out. This should be a celebratory experience for me as I payoff my mortgage, yet the mortgage company will not do their part in posting the mortgage payment correctly. In fact, I also have an escrow balance containing funds for future insurance/tax payments. Those amounts will need to be refunded also. 

I am very disappointed because Im having to call countless times to get this remediated to no avail. No one is returning my calls. I continue to call for help, but no one seems to know what they are doing. 

Late this afternoon, I check my mailbox. Very upsetting. I received a letter indicating my mortgage payment is past due. This is very infuriating. Receiving this letter just confirms that my loan payment wasnt applied as it should and my credit will be negatively impacted. Now, they are charging {$2800.00}, including fees. This issue has caused major stress, along with other stressful issues I have to overcome at home with homeschooling XXXX little kids during this pandemic event.