Consumer complaint received 2022-01-21
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Onity Group Inc. (AL)

The company is PHH Mortgage. 
whom it may concern : When I first refinanced my home and switched to this company I called and spoke with someone on the phone about making my first payment and setting up autodraft. I gave permission to the man on the phone for the company to contact me via phone call, txt, and email. In XXXX I noticed the auto draft was not set up properly like I requested by phone when I first switched to this company. The money did not come out of my account. I called my lender and he suggested I downloaded the app. I went in the app to set up autodraft manually. It prompted me to make a payment bringing my account up to date before it would let me set up the autodraft. I did that, then set up the autodraft. I did not think I needed to go back and check this every month. That's why I set up the autodraft. Before I refinanced this house I have never had a late payment on my mortgage. I have all of my other bills set on autodraft as well for this reason. I have never had a late payment for anything else either. I have been recieving notifications from my XXXX app about my excellent payment history every month so I never thought anything of it. I believed the mortgage company was receiving payment automatically like I instructed. I never received a late notice or a 30 day late notice on my mortgage. Just a 60 day late notice directly from the XXXX app. I checked with my bank and they are showing where the mortgage company checked to make sure it was a good account on XXXX XXXX. That is all I am seeing but I know it made me make a payment before it gave me the option to set up autodraft. This is extremely disheartening. I am in the process of buying a bigger home for me and my XXXX XXXX. As a XXXX mom that is running a full time XXXX XXXX XXXX and raising these children on my own without any financial help this is detrimental to all of the progress I have made over the past 5 years. I can't even put into words how hard I work and how hectic my days are. Autodraft is a necessity for me. I wish I would have recieved some type of notification immediately if there was an issue with my account. If it is 1 day late that is a major problem to me. If I do not get this taken off of my credit report asap I will lose the home I am under contract for. It would set me back another 2 years before I could even attempt to purchase a home again. My children really need the space this new home will provide. I will do whatever I need to do to fix this situation. I can make 4 payments immediately if that would help anything. I am pre-approved for a mortgage 4 times the amount of this one. I planned on keeping this note and making our current residence that is too small for us a rental. What I am requesting is for you to remove the delinquency from my credit report immediately and a letter from the mortgage company stating it has been removed. For someone to make sure my autodraft is set up correctly ( I went back into the app and attempted again to set it up ), and to make sure that I am current on my payments. Money is not an issue. I need someone to double check that they have on file permission to contact me by phone, txt, or email if there is ever any issues! I wholeheartedly feel this was a system error or an error on their side in general. I am reliable, consistent, and spend every waking day doing nothing but helping other people. Today I am the one who needs help. I called and spoke to 2 different people yesterday XX/XX/2022 for over and hr. The only help they offered was that I fax my issue in for review. They didn't offer to help me make a payment by phone to bring my balance current. They didn't offer to help me make sure my autodraft was currently set up correctly. I need this taken off my credit report immediately. I need a letter stating it was taken off for me to give to my lender. I need someone to make sure my balance is caught up and autodraft is set up correctly.