Consumer complaint received 2021-12-07
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Onity Group Inc. (VA)

My current loan is through PHH Mortgage. On XX/XX/XXXX 2021 I mailed in a request to begin the biweekly payments starting XX/XX/XXXX 2021. On XX/XX/XXXX 2021 I called XXXX Mortgage to let them know I made a mistake on the dates and would like the biweekly to start XX/XX/XXXX2021 rather then XX/XX/XXXX 2021. They told me not a problem and switched the days for me. Later that evening of XX/XX/XXXX2021 a representative from PHH Mortgage called me to inform me that we could not start on XX/XX/XXXX, 2021 as the second half of the payment wont come in time for XXXX. I told them no problem and asked to start the biweekly on XX/XX/XXXX 2021 which they told me I would have to complete a new form and mail it in. XX/XX/XXXX2021 I was told they would cancel my first request of the biweekly and wait to receive the new paperwork to start it in XXXX. They emailed me the new request form which I completed it and had it mailed out on XX/XX/XXXX 2021. 

XX/XX/XXXX 2021 I received a withdraw from my account for half of the mortgage payment. I contacted PHH Mortgage and they told me it came out because I was in the biweekly program. I explained to them that it was suppose to be cancelled on XX/XX/XXXX 2021 when I spoke to the representative. She advised that they did not cancel it which is why the payment came out. I explained to them again if they went back and checked the notes and audio they would hear the conversation of me canceling it. I did not have the funds in my account when they withdrew money and requested not only a refund but for them to pay my insufficient funds fee which they refused. When I spoke with the representative on XX/XX/XXXX 2021 about this situation she confirmed that the biweekly is cancelled and nothing with be with drawn again. 

On XX/XX/XXXX 2021 I was looking at my bank statement and saw PHH Mortgage withdrew money again from my account which again made my account go in negative with another insufficient funds fee. I have been on the phone with PHH Mortgage trying to get this fixed and I keep getting the same answers. I have asked to speak to a supervisor which they didnt allow me. I have requested for the refund check to be overnighted because they cant put it back in the bank and its been XXXX days and the check hasnt even been sent out yet according to the representative. They told me the refund would have to be approved. I have expressed that this is their fault and now I dont have money for groceries for my family and all they tell me is that its a process and its being reviewed. Again, today XXXX/XXXX/21 has been XXXX days since I have complained and nothing has been done. They dont call me or try to fix anything. I have told them this was the second time they made me have insufficient funds and it was their fault and they should pay that fee which they refused. This has been a long battle and I dont know where else to go or how to fix this. Not only has this taking a toll on me with stress but it has effected my financial situation and not allowing me to go grocery shopping or get gas. I have a wife and XXXX small children that this also hurting.