Consumer complaint received 2024-03-04
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Onity Group Inc. (CA)

PHH has continually not look into the errors that were created while applying for a modification. We had contacted Phh a month before our forebearance was up due to losing XXXX during covid. She past away XX/XX/XXXX, After laying her to rest we contacted Phh letting them know we lost her and also the extra income that we want to get started on a loan modification before the forebearance was up. We spoke to a case manager in XXXX of XXXX and we were toldwe needed to wait til XX/XX/XXXX to apply so we followed what they said to do. We were told to send in our financials so we did that in XXXX of XXXXWe had to apply for a loan modification only because of my daughter passing away and her additonal income was no longer. I even told them XXXX have a XXXX XXXXXXXX veteran my other XXXX who sustained XXXX XXXX XXXX XXXX including XXXX XXXX XXXX. She was also suffering from XXXX and other XXXX XXXXXXXX XXXX that has XXXX XXXX XXXX XXXX XXXX she has XXXX XXXXThey assured us they would do all they can to hellp with getting the loan modification. Well Whenwe sent the finances to Phh in XXXX. Somehow they didtnt get back to us we were thinking they are evaluating our finances and we felt our request for modification was on trak to move forward due to the hardship circumstances. We sent letters stating this to them as well. And they assured us they are there to help. well instead they didnt get back to us nd told us to again resend and fill an appliction for modification out again and send our finances. We spoke to PHH manager and in our documentation XXXX XXXX said he received our finances on XX/XX/XXXX. But yet we had sent our finances in XXXX to get it going. But were told to send again andit was received onc XX/XX/XXXX case manager named XXXX. We had also spoke to a XXXX XXXX ad we had an appt on XX/XX/XXXX XXXX with a case manager.. But in our conversation with XXXX XXXX manger he stated it would take 30 days to review. So that is how this all started and then We end up talking to a case manager again and was told In XXXX that our file is past 90 days and how could that be when we did all we were told to get our information and finances in way before. this is not right or fair. And i have requested that Phh goes into the phone records and see we had been communicationg with a case manager and we did all they ask of us to do to get our info in. We even called after i layed my daughter to rest end of XX/XX/XXXX I contacted Phh and said what happened can we move forward with a modification due to losing the extra income and we are dealing with hardship. But they made us wait til XXXX where i called on XX/XX/XXXX as i was told to do to get our information in and our finances. We were struggling with hardship and loss of daughter during covid. They should have given us more time during covid to get through this. I even sent a leter on XX/XX/XXXX stating our hardships with all documentation that Phh needed. You continued to request additional documentation whene we sent all you had originally requested. It was not our fault that our modification request went past 90 days. You continually state that we let it lapse when we communicated with you. PHh allowed it to lapse not us. We even got contacted to resubmit only the back page of the application so the date would reflect present and that was not right todo.. without having to submit our finances again. We were told by your Phh case manager to just sent the back signature page. But yet by then we were going further in owing the mortgage and how can it be possible to catch up on it as it continued to prolong due to the errors Phh did. I am requesting a thorough investigation into the phone records to show that it wasnt our fault leading into the 90 days and now months later we are still addressing this to this point. We want to move forward with a fair and rightful modification so we can put this behind us. We are requesting do to the errors committed by Phh to place what is owed to the rear of our loan and allow us to move forward in living in our home. I have a XXXX XXXXXXXX veteran and i kept letting you know she has XXXX and XXXX and XXXX XXXX  We have been trying to address these errors and you kept saying you looked into everything but you havent. if you look at all the phone records and review our finances you would see we can be able to do what is needed. I also want to state you have not requested our finances as they have changed we have more income and that has not been addressed. you have used our income finances from back in the middle of the yearin XXXX and there isnt another appliction submitted since I believe XXXX of XXXX how can you assess our finances when your relying on it as of XX/XX/XXXX. tThat is not right or fair and you have not reviewed to present of our finances. My daughter has way more income coming in do to her special compensation pay which is way more wer are requesting to stop the foreclosure as Phh has prematurely did this again without allowing us to send our finances as your reflecting on our XX/XX/XXXX income. We want to submit our finances to reflect your decision it is only fair. if you look at what has happened you are only using income from way back in XXXX. You are not giving us a fair review on our finances. Phh is basing it off of old information. We havent been asked to submit another modification appliction to reflect our increased income. And you automatically through a foreclosrue on us before we were able to submit the additional income on top of looking at the errors done by Phh when we initially started. This is not fair or right. We deserve to be given the opportunity to do give a current present modification application to reflect our increased of income we even told the phh manager. We request to be given the time to submit a updated modification to reflect our increase of income. and given the circumstances to allow us to give our information of finances and also with the errors done we are asking to work with us in this. Too much time has gone by and we just want what is fair and right. And to have a combat vet here struggling with her own internal wounds from the war. Why cant Phh go to the investors and request on our behalf to work something out. This is already been hard on our family as no parent would want to lose their child at a young age. Please have some compassion on what is going on here. We are American citizens who only want what is best and wanting to stay in our home. We are asking you and the ombudsmen to look into this more thoroughly as you sent info back in XX/XX/XXXX that you reviewe d it and we were the ones who allowed it to go past 90 days when we didnt. I have econtinually asked you to look at the phone records and even given who we chatted with and that has not been done. I will send dates and times again and phone records have not been looked into as well. We want to stay in our home and we also have increased income and you have not asked for another application but instead are looking at many months ago finances and appliction you have not given us fair review because you have based your reviews from the old previous modification app and finances we have more income as well. We need to be given a fair review and opportunity to submit current increased income. You threw a foreclosure on us without giving us proper time to submit our additional increased income. it is only fair and right given the circumstances of what had happened with loss of family member and we were in contact letting you know with constant letters of our hardship. You say it takes 30 days toreview but you as Phh dont take 30 days to review you always send your evaluation before 30 days and dont give it proper investigation but instead send us evaluations way before 30 days.. This has to be fair across the board on reviewing of our request but instead we get the same verbage as it is not looked into properly and especially thephone records. You asked us to give you the dates I just did as it was and could have been easier if you would look back to our conversations with the case managers. You sent us a letter asking us to give you dates and how can you throw a foreclosure when you havent researched this. Also told you my XXXX  was in the XXXXl in XXXX. You never gave us time to address the errors and let you know this is not being looked into thoroughly that isnt fair to have this foreclosure when this has not been resolved. Please address this and stop the foreclosure til this is addressed.