Consumer complaint received 2020-04-16
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Onity Group Inc. (NH)

On XX/XX/XXXX via the website portal on PHH Mortgages website an email was sent by XXXX XXXX requesting the amount needed to bring the loan account current for the property of XXXX XXXX XXXX XXXX XXXX NH. An email response from PHH Mortgage was received by XXXX on XX/XX/XXXX indicating that {$3900.00} was the necessary amount to bring the loan current. XXXX wrote a check in the amount of {$3900.00} and mailed it on XX/XX/XXXX to PHH Mortgage. 

On XX/XX/XXXX XXXX XXXX received a voicemail message on her cell phone stating that the property of XXXX XXXX XXXX XXXX. was foreclosed upon and that the new owner of this property was preparing to sell it. On XX/XX/XXXX XXXX contacted PHH Mortgage to figure out the details of this foreclosure since this was the first time that XXXX was learning about it. At that time PHH Mortgage told XXXX that there was nothing that could be done since the house had been foreclosed and sold on XX/XX/XXXX and that the only people that could help was the law office of XXXX XXXX XXXX. XXXX contact XXXX XXXX at XXXX XXXX XXXX. XXXX told XXXX that there were 3 green cards that were delivered to the address however XXXX stated the cards were returned to the law office because the cards were not removed from the mailbox. There was no point in time during this time period when the mail was not being picked regularly up by the residents ( XXXX XXXX and XXXX XXXX ) of XXXX XXXX XXXX XXXX. XXXX stated that since the foreclosure sale of the house was complete there was nothing that the law office could do and the only people that could rescind the foreclosure was PHH Mortgage. Mr. XXXX recommended that I contact PHH Mortgage and attempt to work with them. 

XXXX called PHH Mortgage back and told PHH Mortgage the law office of XXXX XXXX XXXX said for XXXX to work with PHH Mortgage to rescind the foreclosure sale of the house. PHH Mortgage told XXXX that there was nothing that PHH Mortgage could do and the law office of XXXX XXXX XXXX were the only ones that could rescind the sale. XXXX told PHH Mortgage that XXXX XXXX XXXX said that PHH Mortgage were the only ones that could rescind the sale. 

At this point PHH Mortgage assigned a Relations Manager by the name of XXXX XXXX to the case. XXXX XXXX was assigned as the Relations Manager on XX/XX/XXXX. XXXX was told that XXXX XXXX would be calling back within one to two business days. By Tuesday XX/XX/XXXX there was no communication between XXXX and PHH Mortgage. XXXX contacted PHH Mortgage in an attempt to speak to XXXX XXXX and get clarification about the process of rescinding the sale. XXXX was not able to speak to XXXX XXXX, and XXXX XXXX never made an attempt to call XXXX or XXXX XXXX. Once again, XXXX was told to talk to someone at the law office of XXXX XXXX XXXX as the law office is the only one that is able to rescind the sale ( according to PHH Mortgage ). 

XXXX called PHH Mortgage again on XX/XX/XXXX since there had been no contact received from PHH Mortgage. At this point XXXX spoke to a customer service representative at PHH Mortgage by the name of XXXX. XXXX told XXXX that again there was nothing that could be done about the foreclosure and that XXXX needed to contact the local Sheriffs department. XXXX immediately called the Sheriffs department in XXXX County and was told that there was no record of a foreclosure sale on the property of XXXX XXXX XXXX XXXX. XXXX NH. Additionally XXXX was told that XXXX would have been served paperwork by the Sheriff 's office if there was in fact a foreclosure sale occurring on the residence. XXXX immediately called back PHH Mortgage and spoke to XXXX again. XXXX reported what the Sheriffs office told her. XXXX stated that the Sheriffs office must not have received the paperwork at that point. XXXX called back the Sheriff 's office and was told that there would need to be paperwork on file in order for there to be a foreclosure sale of the house. 

On XX/XX/XXXX XXXX called again to PHH Mortgage to see if XXXX could speak to XXXX XXXX, at this point there had been no contact made between XXXX and XXXX. XXXX spoke to another customer service representative named XXXX. XXXX told XXXX that XXXX was not able to schedule a time for XXXX to call XXXX and that XXXX should call daily regarding the status of the check that was written on XX/XX/XXXX to bring the loan with PHH mortgage current. 

At this point daily phone calls were made to PHH Mortgage by either XXXX or XXXX to determine the status of the process of rescinding the foreclosure sale. At no point in time during this whole endeavour has PHH Mortgage made an effort to contact XXXX and/or XXXX. 

On XX/XX/XXXX after speaking to PHH Mortgage and being referred again to the law office of XXXX XXXX XXXX, XXXX spoke to XXXX at the law office. XXXX was looking for information about rescinding the foreclosure sale of the residence and how to bring the loan current. At this point XXXX sent a note to PHH Mortgage requesting for PHH Mortgage to call either XXXX or XXXX regarding this matter. Contact was never made. 

Based on XXXX suggestion and follow up to the conversation XXXX had with XXXX it was suggested for XXXX to follow up in an email to PHH Mortgage. The email was requesting a call back from XXXX XXXX who was assigned as the new designated contact. 

On XX/XX/XXXX a return email from PHH Mortgage was received by XXXX seeking proof of funds such as a bank statement. XXXX immediately emailed back with bank statements and indicated that if PHH Mortgage needed more information for PHH Mortgage to either contact XXXX and/or XXXX and they would supply proper documentation. 

On XX/XX/XXXX XXXX sent a follow up email since there was no communication back from PHH Mortgage to see what else PHH Mortgage needed. On XX/XX/XXXX an email was received by XXXX from PHH Mortgage stating that PHH Mortgage would follow up in a week. 

On XX/XX/XXXX a voicemail message was received on XXXX cell phone from XXXX. XXXX provided XXXX with a call back number and an extension. When XXXX called back, shortly after the message was received, there was no place for XXXX to enter an extension and the customer service representative was not able to transfer the call. 

Additionally on XX/XX/XXXX a letter dated XX/XX/XXXX was received by XXXX and XXXX. The letter was from XXXX XXXX. The letter was returning the check that was written on XX/XX/XXXX saying that the amount was not sufficient enough to bring the account current and that XXXX and/or XXXX could contact XXXX at her direct number and XXXX would be able to assist determining the amount necessary to bring the loan current. Again, when XXXX called the number provided XXXX was not able to enter the extension and was told that XXXX was no longer the Relations Manager for this account and that XXXX was. XXXX also contacted the law office of XXXX XXXX XXXX and spoke to XXXX. XXXX told XXXX that since the sale of the house went through only PHH Mortgage could rescind the sale and that there was nothing the law office could do. 

On XX/XX/XXXX XXXX again called PHH Mortgage to see what the status of the process is at. XXXX spoke to a customer service representative named XXXX. XXXX indicated that there was nothing PHH Mortgage could do and that XXXX needed to speak to someone at the law office of XXXX XXXX XXXX. XXXX stated that she has been going back and forth between PHH Mortgage and XXXX XXXX XXXX and that XXXX is looking to get clarification on what needs to be done to rescind the foreclosure sale and how much it will cost and what form the payment needs to be in. When XXXX asked to speak to XXXX XXXX was told that XXXX is not able to receive incoming calls and that XXXX can only make outgoing calls and because of the status of the account XXXX could not be scheduled to call either XXXX or XXXX even though XXXX is the designated Relations Manager for this account. At this point XXXX stated that she would be putting in a ticket to determine the amount necessary to bring the account current. 

On XX/XX/XXXX XXXX sent a follow up email to XXXX and XXXX following up with the letter that was sent from PHH Mortgage dated XX/XX/XXXX. XXXX was looking for information about rescinding the foreclosure sale and the amount necessary to bring the account current and the form of payment necessary to do so. XXXX never received a response back. 

Also on XX/XX/XXXX XXXX called PHH Mortgage again and spoke to XXXX ( employee number XXXX ) to be put in contact with XXXX, whom at this point neither XXXX or XXXX have ever spoken to, and to determine the status of the ticket that XXXX put in on XX/XX/XXXX. XXXX was told that the ticket requesting the amount to bring the account current was denied and that XXXX needed to contact the State of NH to see about redeeming the property and that XXXX would need to be prepared to pay the principal balance of the mortgage in the amount of {$41000.00}. XXXX then contacted the New Hampshire Banking Commission by both email and phone. 

After a month of repeated follow ups to PHH Mortgage to rectify the situation all XXXX and XXXX have received is misleading information and the run around ( i.e numerous phone calls between PHH Mortgage and the law office of XXXX XXXX XXXX ). This is what has led XXXX and XXXX to file this complaint As of XX/XX/2020 XXXX and XXXX have hired a lawyer, XXXX XXXX, but we are still getting the runaround. 

To be clear, PHH is not the majority lender on this property. They are only 20 %. XXXX XXXX is the primary lender ( 80 % ). The account with XXXX XXXX is current and XXXX XXXX does not know anything about a foreclosure.