Onity Mortgage Reviews 2,918

good service

Great company

I am trying to make a payment online for the amount due, but the system will not allow me to submit any payment. When I called customer service, they advised that they would not accept a partial payment and would only accept the full balance due. At this time, I am unable to pay the full amount. I was previously on a deferment plan, but I am now being told that the full balance is required.
The amount I am trying to pay now is my regular monthly payment amount, and the system allowed me to make that same regular monthly payment over the past three months. However, it is now refusing to accept any payment amount from me.

Stay away, I am a customer and they are not loyal nor do they get it done. The name changed for a reason recently. Terrible communication and lack customer care. Trust and believe that I have had a loan with this company for 3 years. Ely Perez was the disrespectful loan officer I worked with.

Since acquiring my mortgage in January, ONITY fka PHH Mortgage has continued to make account and management mistakes with my mortgage.
1. Electronic payment removed from account in error.
2. Escrow balance was $3,000 short because of account error in their system.
3. Account activity documentation shows 4 instances of mis-applied transactions.
4. Notice received by mail (14 day delay) erroneously stating my homeowner's insurance has lapsed. (It is paid and it is very current).

There have been more errors and mistakes in under 5 months than I have experienced with any mortgage holder in 30+ years. This company is CONSISTENT in their ability to make mistakes and mismanage my account, and likely, many others.

The unforced errors I have documented demonstrate poor accounting practices and introduces questions of ONITY's potentially illegal and predatory actions causing harm to customers.

Great job and a smooth transition

Customer service and very Friendly agents.

It was quite simple to navigate the system

They knew my house burned down and is eligible for state wildfire forebearance so they tried to pressure me into a modified loan instead of honor that forebearance. Scum bags

UPDATE: I appreciate your reply, I truly do. But, when I call, it just gets sent to an overseas call center, where they read from a script about they're sorry about my situation, but that's the best they can do, etc. No actual customer service. You guys changed your name, and from the reviews of PHH Mortgage (old name), I can see why. Same old customer service habits (or lack thereof) will just bring more bad reviews, trust me.

The switchover from PHH Mortgage to Onity has been nothing but a disaster. PHH Customer Service was very professional, responsive and honest. I find Onity to be the very opposite of that. While I may be in the minority, due to a recent bankruptcy, PHH was still willing to work with me and allow me access to my mortgage dashboard and autopayments. I was even allowed to move my autopayment date to a date to coincide with my Social Security payment date.

However, as soon as the name changed to Onity, all that stopped. I can log into the Onity website, but all that I am allowed to see is that I have a mortgage, no further details, no payment due, nothing. When I call Customer Service they are icy and not forthcoming with information. They have stopped autopayments and will only allow payment by phone, and "generously" allow me to pay by phone with no fee. Even though my bankruptcy has discharged, and my lawyer has sent them notice to stop the treatment of me, they persist with no apology. When PHH said that there would be no difference other than a name change, nothing could be further from the truth.

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Onity has "replied" to my review, telling me to call their regular Customer Service number, which is where I called in the first place, so round and round. Before I wrote the above review, I was told to call a specific "Bankruptcy Department" number and speak with a specific person, however, this person doesn't answer her phone. I have left multiple messages but do not get a callback. As I said in my above review, my Bankruptcy lawyer has faxed in a letter to stop this practice, but when I spoke with Customer Service they acknowledge that they received that letter but don't believe that it was routed to the Bankruptcy Department. As has been complained about in many other reviews, Onity appears to be purposely delaying any action to make things worse for the customer.

The transition to the new name was very easy.
Also all the information was received before the transition.

I am pretty surprised to see overwhelmingly positive reviews for PHH/Onity as they are the subservicer for the mortgage company I worked for and numerous employees complained about PHH's (Onity's) servicing of their mortgages. Last year, my homeowner's insurance premium was scheduled to go up. I decided to shop around. I emailed their customer service re what insurance companies were acceptable. I never heard back. I was finally ready to pull the trigger on a more affordable policy so I called customer service (their insurance department specifically) directly to confirm I could use the policy. They agreed the carrier was acceptable. I informed customer service that I was purchasing a new policy and told them NOT to renew the existing policy. My broker submitted the paperwork in a timely manner (timely enough that PHH/Onity was able to pay the premium out of my escrow account). But, for some reason, Onity also paid the other premium as well. I didn't realize it until months later (I foolishly assumed that communicating directly to them NOT to pay the premium was sufficient). Now I am fighting with the old carrier trying to get a portion of my policy refunded. Onity said they bear no responsibility because they sent me a letter telling me I was responsible for cancelling the policy. I never saw that in my mail. but again, I assumed that telling an actual customer service in the insuring department NOT to renew the policy was sufficient (after all, they took numerous steps to verify my identity on the call), What a miserable experience. If my interest rate wasn't 2.5% I would look to refinance so I could get a better servicer.

ABYSMAL customer service

1. We were impacted by the government shutdown and we called to inquire about our OPTIONS. We didn't sign any paperwork (even though they sent it to us), nor did we ask for anything to happen. We just wanted to know the options. But, they took it upon themselves to put us in forbearance anyway. Despite us making all of our payments, on time, during the period. But, because of their forbearance, we couldn't have an autopayment (had to pay it manually) and they couldn't turn it on because we were in forbearance and they couldn't cancel it. But, the system kept saying we OWED the money each month, too. So, what kind of forbearance is it that says you still have to make payments? And they couldn't shut it off or correct it. They simply took it upon themselves to change our loan and not correct it. After about 6 calls over as many weeks, we just gave up and let it run its course.
2. They call, nearly weekly, to offer us a lower rate. Yes, that sounds great, doesn't it? Who wouldn't want a lower rate? But, there's a catch. Why wouldn't there be? What company on earth is going to lower the rate (and the income they receive) out of the goodness of their heart? The secret lies in the closing fees and app fees they get to collect on. They're rolling the dice that you'll end up refinancing again, later, when rates get lower - OR that you'll go to another provider at some point anyway. So, they're front-loading: they're getting you to pay money upfront. We have told them, 10+ times, with each call they make to us, that we're not interested. And we've asked them to remove us from the call list. They always agree. They always call back. They do not respect our wishes.

In short, they do what they want, regardless of what you ask for or what you say. I would recommend avoiding at all costs.

OH - and you'll notice they changed their name from PHH mortgage to Onity. Classic move for companies try to run from honest reviews.

Had mortgage in forbearance until Jan 31. Called Jan 30 asking for a 3 day extension for the final month that was owed. They said don't worry about it! We can just spread it out over 6 months so that you can pay it back over time. Great! What they DON'T tell you is that they sneak in language where they're allowed to report that last month as "late" even though they agreed to let you pay it back slowly! Well report it late they did, every single month until I fully paid back the balance... despite being on a repayment plan that THEY suggested! What did they possibly hope to gain, besides a pissed off customer? It literally gains them nothing, I don't understand

Onity bought my mortgage from PHH, or reassigned it, I don't know, because the first I knew they created a $1500 a month escrow account to pay the taxes and insurance. They then decided I didn't -have insurance and charged me $750 a month for insurance without even telling me. I already had insurance thru Citizen's. I cannot get anybody to talk on the phone, we tried for hours. These people are crooks. I recommend if you use them, if you have a choice, I did not, you monitor your account closely, and possibly find a competent person you can call before you engage with them. Update to my review. Onity hascontacted me. They cannot find my loan. Therefore, they will not use the escrow to pay the $5,000 insurance bill for 2026/2027. I now have to pay the bill myself. I notice that they have charged me for the nonexistent loan and escrow on time and every month since they took over administering the nonexistent loan..This is an $18,000 escrow, for a total of $13,800 in taxes and insurance that I now have to pay myself because they lost my loan. Total collections from these people will approach $31,800. So, I have a useless escrow account for insurance and taxes that I now have to pay myself anyway. Dear reader, just call them, you say! Nay, dear reader, calling them gives you only the AI loop of doom.

WOW! Talk about painful experience and the team not being aligned. Back in beginning of March I received notification that my mortgage was goign to go up $500/month that taxes went up almost $5000. I reached out to the tax office and they informed me that was incorrect so called Onity and explained everything to them and was told we will put in a request for a new escrow analysis. Couple weeks later I receive an email that was very cryptic and not to the point (I even had chief fiscal officer at the tax office read the email and he said it is cryptic and not really to the point if they corrected the error) So then beginning of April I get another notification that my mortgage is goign up due to taxes going up so I call customet service again.... I have to tell the story all over again and this time and told the I must email the tax department for ONITY..... and provide documentation showing taxes did not go up and request an new analysis. I did this and even copied in fiscal tax officer from the tax department (He is amazing and so willing to help and said he would even talk with the mortgage company and walk them through)
I hear NOTHING So I let a little over a eek go by and hear nothing. Call again and have to explain everything again..... then have to be put up to a manager who says he will put in the request for another escrow analysis because they did not start this upon my request.
REALLY? So you tell me I have to put the request in and nothing is done and then this manager puts it in and will be another 10 days or so...... Meanwhile my mortgage payment is due in a week.

Not impressed at all and will think about changing mortgage companies.

This has been more than a mint ordeal is miscommunication in regards to trying to communicate with customer service supervisor. They have issues with incorrectly reading my escrow removal form and accepting it to them having a supervisor/specialist return my call. The latest was that they attempted to call me on April 20th which was two business days later(not a one day call back according to their email. They stated that my line was busy. My line is my cell phone which has two lines as a feature that I have not used in months. Now, they have stated they will send another call out to me. The games are unprofessional. There has to be better mortgage companies out here that do not requires two escrow payments to be in the accounts at all times and the poor projecting of taxes and insurance which is how this all started in the first place.

I have had the worst experience with PHH now called Onit.y. I inherited a property by Transfer of Death Instrument. That property had a reverse mortgage on it. After much paperwork and many months I was told the deed in lieu was accepted. The property has been listed for sale and a sale is pending. Only now I am the defendant in a lawsuit where the plaintiff is PHH/Onit.y. So they didn’t call iff the dogs? Or they changed their minds? There is a veil if secrecy that prevails over EVERYTHING that I have been involved with with this company. My advice to anyone using their services-hire a lawyer that understands ALL the ramifications as they cannot be trusted.

i have hail damage and my ins co is issuing a check to both me and onity. lets see it is my house( this is a reverse mortgage) i pay for the insurance, i will supervise the repairs..and the aholes at onity want to hold the funds. they will not deal with an email copy of the ins co repair est. they could not provide a supervisor on the phone..THEY WILL CALL BACK IN 2 DAYS. maybe now you are starting to understand why they had to change their name. close to zero customer service, they get to control the process in the slowest way possible...so the my money is in their control. to be clear zero customer service, they control your money and no email document service...phh onity same turd different name( so they posted a reply and i cannot..so here we go my ins co came out one day after i posted the claim, their adjuster saw the property on schedule and within 2 hours i had their repair est. onity takes TWO TO THREE DAYS to receive the same document when sent by me electronically. the will not allow me to send it by email...absolutely anything to SLOW THE PROCESS DOWN)

My Loan officer Erica P was tje most experienced and kind person with me. She answered my questions and patiently helped me with the new rate. Thank you Miss E. Patton. Great customer service. Staff awesome.