PENNYMAC LOAN SERVICES, LLC.

2018-05-19

Alpine Forest, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-18

Old Round Rock, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with monetary relief

Timely Response

2018-05-15

Swiftwater, PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-11

Cheverly, MD

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: I had a mortgage with XXXX XXXX XXXX and filed bankruptcy XX/XX/XXXX and wanted to reaffirm my mortgage. They refused to sign the reaffirmation agreement after asking for an extension for them to sign the papers. A filed the papers with the court and was given a deficiency filing status under chapter XXXX and it was denied under chapter XXXX prior to converting. The mortgage showed as closed on my credit report and I was advised through legal assistance that I was no longer responsible for the loan. I attempted to get them to work with me but they refused demanding all the money, they transferred my loan to Pennymac Loan Services sometime in XX/XX/XXXX and they initially did not want to work with me either. I was able to supplement income and applied for a trial modification that was eventually approved and it became final in XX/XX/XXXX. 2 weeks ago I check my credit report and see that XXXX XXXX XXXX is still listed as closed on one credit report and has been removed from the other report. Pennymac is now being listed as open mortgage account with current payments and 8 missed payments, after showing being closed.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-10

Hickory Hill, TN

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-05-10

Clementon, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-05-10

Chandler Hts, AZ

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-05-10

Springfield, TN

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-05-07

Main Office, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: PennyMac is consistently not paying my taxes on time with the City of XXXX. First half of the tax bill was due XX/XX/2018 and I just received a letter in the mail that this has not been paid. The same thing happened to me last fall as well. I currently have a partial tax exemption for my rehabilitated property and it appears that I may lose this because of PennyMac 's inability to monitor my taxes. What is the point of having an escrow account if I'm getting penalized monetarily by the city? I am curious to know what controls they have in place and who their vendor is because this has been an unbelievably frustrating experience for me, to constantly get these letters from the City. Please pay my taxes on time and make sure you are MONITORING for future payments. I refuse to pay inflated taxes because of PennyMac 's deficiencies in their internal processes.
Company Response: Closed with monetary relief

Timely Response

2018-05-07

Gilmore, MO

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with non-monetary relief

Timely Response

2018-05-06

Woodbridge, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have an FHA mortgage loan and I am filing a complaint against PennyMac who is servicing my loan. Over the course of one plus year PennyMac has repeatedly denied me access to government homeowner assistance programs. They have refused to allow me to apply and have switched my assigned account manager several times and have told me that no one can assist me except my " account manager '' whom I am never able to reach. My hardship was temporary and I have been in a position to make my mortgage payment for some time but PennyMac won't consider any options and tried to schedule a foreclosure sale date. I have never had my current financial information reviewed for FHA homeowner assistance options such as loan modification, partial claim, special forbearance or repayment plan. Instead PennyMac has intentionally kicked me to the curb and denied me access to these programs they are required to consider me for. I bought my home in XX/XX/XXXX with an FHA loan through XXXX XXXX XXXX but before I could make my first payment the servicing was transferred to XXXX. I work for the XXXX XXXXXXXX XXXX ( been there for 14 years ) now as a XXXX after 9 years as a XXXX. My job and income are stable. I live in my home with my XXXX year old daughter and have a XXXX year old daughter who is currently away at school. In XX/XX/XXXX my daughter, who is " XXXX XXXX '' began having some major problems that required my full attention. I was unable to work for a period of time and had lots of out of pocket expenses associated with this situation, and this eventually led to me defaulting on my loan. I immediately contacted PennyMac upon default to discuss my situation and my hardship, and was assigned an account manager who was supposed to " help me. '' I began contacting my account manager to find out what I could do to apply for assistance, and was given the runaround. I continued to request assistance and when I could not reach the account manager would leave messages that were never returned. Soon my hardship was over and I was in a position to make my mortgage payment again. When I contacted my account manager to discuss I was told that I had been reassigned. Once again I could not make contact with the new account manager or get any type of information. When I tried to make a mortgage payment I was told that I needed to talk to the account manager and that they would not accept a single payment from me, only all of the missed payments. As I frantically continued to try and make contact I was ignored, and when I finally reached someone I was told that my account had been reassigned AGAIN! This shell game continued for several months, even though I was back working full time and had the financial means to afford a fair and reasonable payment. This problem could have been easily solved but PennyMac continually kicked the can down the road and I made absolutely no progress. Soon I was in foreclosure and I desperately continued to try and get a review initiated. When I finally made contact I was told that I should be reviewed, but that now it was too late because a foreclosure sale date was scheduled. Even though I had not been offered the option of mediation as required by the state of New Jersey, even though I had never ever been reviewed for any homeowner assistance programs PennyMac had the audacity to go forward and schedule a sale date. I am beyond frustrated. This is and has always been an avoidable foreclosure. I am still facing a sale date of XX/XX/XXXX. I want your agency to investigate the actions of PennyMac relating to the servicing of my FHA mortgage loan.
Company Response: Closed with explanation

Timely Response

2018-05-05

Oak Grove, KY

Trouble during payment process

Mortgage: VA mortgage

Complaint: PLEASE SEE ATTACHED DOCUMENT WITH INCLUDED PICTURES To : PennyMac Loan Services CC : XXXX XXXX XXXX Office of Consumer Protection Kentucky Attorney Generals Office File No. : XXXX Co Name Penny Mac Loan Services This letter is in response to correspondence I received on XX/XX/XXXX from XXXX XXXX XXXX XXXX XXXX XXXX you stated that Kentucky statute allows PennyMac 30 days to prepare and mail the Lien Release to the County Recorders Office Its absolutely not true Kentucky Statue states : 382.365 Release of lien, with notice to property owner, within thirty days of satisfaction -- Assignments of liens -- Proceeding against lienholder in District Court or Circuit Court -- Liability of lienholder when lien not released or notice not sent -- Notice to state or lienholder -- Damages. You also stated that PennyMac is not responsible for mail delay recording time etc. Ill give you some history, I purchased my home using VA loan, originally lent by Veterans lender company named XXXX XXXX on XX/XX/XXXXXX/XX/XXXX. It was notarized and recorded with my county clerk within 5 ( five ) days. See the screen shot of the warrant deed bellow ( left ) and delivered the title agency the very next day screenshot bellow ( right ) PLEASE SEE ATTACHED DOCUMENT WITH INCLUDED PICTURES I received my warranty deed at the beginning of XX/XX/XXXX total turn out time was less that 2 weeks. Then PennyMac purchased the loan and here we go : Loan was paid off on XX/XX/XXXX. There are a lot of bad reviews about your company on the internet XXXX XXXX XXXX, XXXX etc, you name it. Most of them related with taking time to release an escrow money. Because the more you hold the money the more profit you make. So lets go back to your process compare to XXXX XXXX ( original lender ) You prepare and notarized the paperwork on XX/XX/XXXX 17 days after I paid off my loan ( see the screenshot bellow ) PLEASE SEE ATTACHED DOCUMENT WITH INCLUDED PICTURES You said you mailed it on XX/XX/XXXX, and your coworker XXXX XXXX told me that it was recorded on XX/XX/XXXX. Lets disregard your coworker comments and assume that you mailed on XX/XX/XXXX 23 days after I paid of the mortgage. Just remind you that I went to County Clerks office on XX/XX/XXXX and there were no paperwork from you. County Clerk process their recordings at the same day they received or the very next day. Ill take their word over yours based on initial experience ( see below screenshots ) The release of deed was recorded on XX/XX/XXXX, 32 days after I paid off the mortgage ( see the screenshot bellow ) PLEASE SEE ATTACHED DOCUMENT WITH INCLUDED PICTURES It was delivered to your title agency on XX/XX/XXXX ( see screenshot below ) 33 days since the mortgage was paid off. PLEASE SEE ATTACHED DOCUMENT WITH INCLUDED PICTURES Then you wrote me a letter on XX/XX/XXXX informing me that I paid off my loan and attached is my release of mortgage. 46 days after I paid off my mortgage. I dont want to know what did you do between XX/XX/XXXX and XX/XX/XXXX timeframe. But dont blame my county clerks office or XXXX, XXXX, XXXX or whoever you used for shipping. PLEASE SEE ATTACHED DOCUMENT WITH INCLUDED PICTURES It wasnt mailed on the same day thou. Two days later from Florida PLEASE SEE ATTACHED DOCUMENT WITH INCLUDED PICTURES Letter was received on XX/XX/XXXX, please count how many days You have received a letter on XX/XX/XXXX ( USPS Tracking Number : XXXX ) ( remind you that you own me an escrow and release of mortgage paperwork. Letter was send according to Kentucky Statue 382.365, which states that you have 15 days to comply and after 15 days you will be held reliable for monetary damage of {$100.00} per day, including the day 15th. So, you are responsible for monetary damage for XX/XX/XXXX, XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX. Thats {$700.00} ( XXXX XXXX ) dollars. I believe you should take responsibilities for your action the same way you expect your customers to do like have them to pay late fees etc. You dont accept mail delay excuse from your customers arent you? Im sorry my check is almost 2 months late its not my fault, right? There is no excuse to blame mail service for delay between XX/XX/XXXX and XX/XX/XXXX There is no excuse to blame mail system or county clerk for delay between XX/XX/XXXX and XX/XX/XXXX. There is no excuse to blame mail system or delay after you received the documents on XX/XX/XXXX and waited till XX/XX/XXXX to type the later and mail it on XX/XX/XXXX. There are huge gaps in between. There is no excuse, when I contacted your customer service 8 times between XX/XX/XXXX and XX/XX/XXXX, remind them that Im still short on escrow money and you need to comply with state law in regards of releasing the lien. Simple notarize, recording and delivery took 6 days for XXXX XXXX back in XXXX and 31 days for you. Thats the reason there are much less bad reviews regarding XXXX XXXX than you. You work in the State of Kentucky please follow the State Law. You are not exempt from it! And dont rewrite it for your own benefit. It doesnt say that you are required send documents to county clerk and blame the mail or county clerk. The law says : 382.365 Release of lien, with notice to property owner, within thirty days of satisfaction It means that you should release the lien and I should receive a notice within 30 days. Mortgage was satisfied on XX/XX/XXXX 30 days expired on XX/XX/XXXX The same thing with an escrow balance, when you received my first complaint that states that I have not received a refund money, why you send me my payment history not a check I was requesting? It makes sense to cancel the old check and reissue a new one, right? Sincerely XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-05-04

Scottsdale, AZ

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-05-04

Memphis, TN

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: PennyMac my current mortgage servicer finally processed my request for mortgage modification. I've been working with XXXX XXXX with Penney Mac with the mortgage company for over a year and they have been difficult to work with and refuse to lower my monthly mortgage. The correspondence with my new modified mortgage payment is XXXX. My previous mortgage payment was {$1300.00}. I was also informed Penney Mac is making a private mortgage insurance claim for the delinquent payments in the amount of $ XXXX.I feel I'm being taken advantage of because you are making a mortgage claim and increasing mortgage my payments. The new payment is more than 31 % of my Gross income. If my payment is based on modification guidelines and my fixed income of {$3000.00} dollars a month, the payment would be {$900.00} monthly including taxes and insurance. I requested this modification because I'm on a fixed income of {$3000.00} and I'm XXXX. I'm also the sole XXXX for my XXXX XXXX father and my son was recently XXXX in a violent crime and was hospitalized for a extended period of time. My son had no health insurance so I'm his XXXX also until he is able to care for himself and I'm having to assist with his medical expenses and medicines. Please Help
Company Response: Closed with explanation

Timely Response

2018-05-02

Kahului, HI

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was already discharged in bankruptcy and is no longer owed
Company Response: Closed with explanation

Timely Response

2018-05-02

San Bernardino, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-30

PA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: In XX/XX/XXXX I lost my job for the 2nd time this year and in XXXX i was having an issue with my bank and money and was going to struggle to pay my mortgage that month. So near the end of XX/XX/XXXX or beginning of XX/XX/XXXX I contacted PennyMac and informed them of my financial situation. They were eager to help and ran through an application process about my current income/assets/debts and pulled credit. They came back and approved me for a USDA unemployment forbearance for 6 months with a monthly payment of only {$5.00} and at the end of 6 months I would resume making my previous monthly payment amount of {$550.00} but never stated in writing how the delinquent months would be recouped, but verbally told it would be rolled into onto the end of my mortgage with a modification. I asked if I should make my XX/XX/XXXX and was told DO NOT pay it because it could make my forbearance plan void that it would be rolled into the end of the mortgage as well. I was excited that it was this easy to get the help I needed to get through this stressful time being without a job and short about $ XXXX {$800.00} a month for bills. I made my XXXX required payment by phone after chasing down my single point of contact XXXX XXXX. I left numerous messages without returned calls and when I finally spoke with her I was told you don't need to talk to me you can talk to anyone on this team. I again made a payment in XX/XX/XXXX for {$10.00}. XXXX came and another financial blow, I needed my car inspected ( {$40.00} ), but to do that I needed brakes ( {$40.00} ), tires ( {$320.00} ), and wipers ( {$20.00} ), so an additional expense of {$420.00} when I was already short cash for bills. So I had to wait until XX/XX/XXXX to call in my payment and because of my financial situation and had to use a friends account to call in the check by phone because at the time I didn't have an account of my own. After a big run around and lecture for talking on speaker with my friend because she was driving they processed the payment about mid afternoon eastern time on XX/XX/XXXX in the amount of {$10.00}. A few days into XXXX I start getting calls from PennyMac about the status of my account, when i return their call I get told my XXXX payment didn't clear, I want to say this call happened on XX/XX/XXXX because I made a payment of {$10.00} that day. I also believe at this time I started the process to request a modification. I left numerous messages for XXXX XXXX 's boss ( XXXX I believe ), none of which had ever been returned. I wanted to know why I was not called to inform me of the payment not clearing since i had an assigned representative to assist me in retaining my home and it was paid out of my friends account so i had no way to know it didn't clear. I would have then made a payment immediately to clear up this issue. It was not until XX/XX/XXXX i received written confirmation of my forbearance being denied, my account being delinquent and possibility of applying for a modification, and also notice of intent to accelerate/foreclose. I believe i already did the verbal interview to apply for the modification but was waiting for the paperwork to come in the mail. After waiting for nearly a week and not receiving the application for modification I called PennyMac again and they said I could print it off on their website, so I did. I rushed to complete the package and gather all paperwork required and uploaded it to the PennyMac system after struggling for days because i couldn't upload the paperwork unless I did it one page at a time. They reviewed my paperwork and sent a letter it was incomplete because i didn't have 30 days of pay stubs, though i provided my first stub since I only started my new job through a XXXX XXXX at XXXX on XX/XX/XXXX and the email confirming my hours, rate of pay and start date, which should have been sufficient to verify my pay. So I had to wait over a week until my 2nd pay stub was available for the review to be completed. Again another hold up though, during that time I was informed by XXXX I would be hired full time through them starting XX/XX/XXXX, now we needed a written verification of employment to confirm my pay would be the same as it was through the XXXX XXXX. I provided my HR contact 2 different times and nothing was sent out by the underwriter at this point XXXX. Since i work for a XXXX XXXX currently and have been employed as a XXXX XXXX XXXX or XXXX XXXX for over 14 years I printed off a form filled in the contact information and provided it to my HR contact to be completed and fax back directly to XXXX. After receiving it she said she couldn't use it because she didn't send it out and then finally sent it to the HR contact. So she already had the information that my pay rate was the same buy delayed the review again. Mind you I have NEVER to this day spoken with XXXX and i called endless times during the process. I provided a letter of intent to file Chapter XXXX bankruptcy in XXXX once it would have the maximum benefit to file for my situation. After some time passed I logged onto the PennyMac site to find out my modification was denied. I asked why and was read off the sheet the 3 reasons. Housing ratio excessive, DTI excessive, and negative cash flow. I asked what figures they were using to calculate this information and was read the items for denial again. Insisting I be provided with the income and debt figures I was transferred to my underwriter XXXX, guess what I got again ... Voicemail, no return calls again. I called in again and insisted on speaking with someone who can discuss the denial and again read the reason but not given the financial figures requested and transferred to XXXX again, and no response. I started leaving messages for her manager to discuss my denial and very clearly stated I needed to be called after XXXX eastern time due to my work schedule and not being able to accept calls while at work. They couldn't follow this request either and called during my work day. Since i work in the mortgage industry so long qualifying people for home loans I started digging for answers and options. I stumbled across the USDA guides for loss mitigation. I then called in and questioned why I was denied when other options could be available to avoid foreclosure and help me retain my home as they state they are. I was told I breached my contract and voided my forbearance, however in the USDA guides a 30 day late on a forbearance plan is NOT a breach of contract, that requires a 60 day delinquency. A 30 day delinquency applies to a Trial Repayment plan which I am 100 % sure my modified mortgage payment wasn't going to be {$5.00} as the paperwork I received stated I would go back to payment my {$550.00} a month after the 6 month forbearance. I should have never been removed for breaching the contract. I have yet to figure out what type of modification I was ever going to be approved for as my DTI has always been under a 31 % and the USDA requirement is to lower the payment to get the DTI from above a 31 % to below. My DTI has always been over a 55 % percent even including going back to my previous employment with PrimeLending using only my {$38000.00} base pay. I did receive a substantial amount of commission at that job but did not have a 2 year history so it could not be included in my DTI calculation. My cash flow as also always been negative. So how did missing a {$5.00} payment change my approval for a modification to bring my loan current. I have asked several times and told I breached my contract. Yet I did not per USDA guidelines and I tried to have someone go through them with me but was told NO you do not qualify sign your home over for short sale or deed in lieu of, rather than letting them foreclose on my home. I said USDA allows the servicer to apply for an exception to extend the forbearance under certain circumstances to allow the borrower time to get their financial situation corrected if they have a foreseeable plan, which I do. I plan on filing bankruptcy ( Chapter XXXX ) in XXXX once I have my car for 2.5 years so they can wipe out about 12K I am underwater on it and amortize my payment based on the remaining balance. I also would be including all unsecured debts and credit cards practically reducing my monthly expenses by half even with the repayment to the bankruptcy court. I was told numerous times I can't afford my home, end of story. I was also told I probably didn't even obtain and attorney to file bankruptcy why should they believe me that I am filing it. After being told that by a representative that also said I didn't qualify for a modification I hung up on her. So at some point the computer must have come up that i could be eligible since i was provided the Mortgage Assistance Package initial but the 2nd time just told NO. Someone needs to explain. To me this is clearly misrepresentation of options and misleading information causing me to accept a forbearance plan that essentially set me up for foreclosure due to having a negative cash flow during the forbearance. How did they expect me to come up with {$4000.00} to cure the delinquency? By their reasoning for denying the modification I NEVER fit that box at any point. I submitted a written formal dispute for denying the modification and provided them the USDA guidelines so they can review all options they could provide to assist me in saving my home
Company Response: Closed with explanation

Timely Response

2018-04-27

Hinkley, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My husband passed away and I am his confirmed successor in interest ( document with confirmation from servicer, Pennymac Loan Services, LLC is attached ). My home is currently in foreclosure. I would like the servicer to give me information for all available loss mitigation options which are available to me so that I can assume the loan if it is economically feasible to do so. I would also like for them to follow CFPB final rule regarding successors in interest and the Ability-to-Repay Rule when assuming the loan of my deceased husband. Since this would not be a standard assumption my ability to repay should not prevent me from assuming the loan. I would also like a list of the criteria required to qualify for each loss mitigation option so that I may know which ones that I would qualify for. I have made countless efforts to receive assistance from Pennymac. They have sent several notices indicating that they are able to assist me with this, however, when I contact their customer service department, no one has been capable of helping me accomplish this. On XX/XX/XXXX I received a call from XXXX, a representative from the Pennymac Research Department, who informed me that I have been confirmed as the successor in interest for property XXXX XXXX XXXX, XXXX XXXX, CA XXXX. I was advised by XXXX that I can now receive the necessary assistance regarding this home. He provided me the number to customer service. On that same afternoon I contacted Pennymac customer service and spoke with a customer service representative. I asked for available loss mitigation options. The representative indicated that I needed to speak to XXXX XXXX and provided me with her extension number and then transferred me to her voicemail. I left a message on XXXX voicemail. On the message I stated that I am interested in available loss mitigation options. I waited one week for a return call from XXXX, but never received one. On XX/XX/XXXX I called Pennymac customer service and spoke with a representative by the name of XXXX. I requested to speak to XXXX XXXX and XXXX offered to assist. I advised her that I need loss mitigation options. She placed me on hold to contact the correct department that could help me. While I was on hold the call disconnected. I immediately called back and spoke with XXXX who advised me that I need to speak with the Pennymac bankruptcy attorney, XXXX XXXX, in order to get loss mitigation options. I had filed bankruptcy as a result of loss of income due to my husbands death and in an effort to be able to afford mortgage payments. I contacted the Pennymac bankruptcy attorneys office and spoke to a representative who advised me that I need to speak to XXXX Oh and she then transferred me to the voicemail of XXXX the attorneys assistant. I left a message advising XXXX that I need loss mitigation options and also provided my telephone number. On XX/XX/XXXX after not receiving a call back from the attorneys office, I called Pennymac customer service again and spoke to XXXX. XXXX stated that XXXX XXXX could assist me with a workout agreement, and she provided me with her number. XXXX XXXX is an attorney who represented Pennymac concerning establishing the successor in interest for the property so she was not the correct person to contact. On XX/XX/XXXX I contacted XXXX XXXX office again and spoke with XXXX. I advised her that I needed loss mitigation option and she stated that their office would mail me loss mitigation information. On XX/XX/XXXX I received a letter by mail from XXXX XXXX office that indicated that if I email them my financial information, they would forward it to Pennymac for processing ( letter attached ). On XX/XX/XXXX I emailed the requested financial information to XXXX XXXX at XXXX XXXX XXXX XXXX. A few hours later I received an email from XXXX XXXX indicating that he had forwarded my information to Pennymac and that they would like me to call them ( email attached ). I then called the number that XXXX provided and spoke to a representative by the name of XXXX. I told XXXX that I am calling for loss mitigation options. He told me that I need to contact the bankruptcy attorney. I advised XXXX that Ive already been in contact with the bankruptcy attorney and that the attorneys office advised me to call Pennymac for further assistance. XXXX tried to assist, but said that his computer would not process my information for loss mitigation because I am in active bankruptcy and he recommended that I contact the bankruptcy Trustee for further assistance. I emailed XXXX XXXX again to let him know that Pennymac cutomer service was unable to assist me and asked him if there was a specific person or department that I needed to contact. I have not received any response from XXXX XXXX to date. On XX/XX/XXXX I sent a fax to the Pennymac Correspondence Department at XXXX. The fax included the letter from the Attorney, the email from XXXX XXXX, and a brief explanation of what I needed assistance with. I have not received any response from this department to date. Also on XX/XX/XXXX I called XXXX customer service again and spoke to XXXX and explained everything that had happened up until that point and told her that I need loss mitigation options. XXXX stated that she needs to locate who the bankruptcy attorney sent my information to. She couldnt determine who received my information and that she would send an email to XXXX to see if that department received my information. She said he is a bankruptcy processor. She said that I should receive a call back within 24 hours. I have not received that call back to date. I also sent a loss mitigation package to Pennymac with all of the required documents. Pennymac returned the package and indicated that they will not process it. Sincerely, XXXX XXXX Phone : XXXX Email : XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-04-25

Gr, MI

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have been trying to access my account online since XX/XX/XXXX/XX/XX/XXXX. I have made numerous calls and have been hung up on. When I call I am asked to verify my information and once I do the CSR reads the notes and either tells me there is no update and I will get a call once there is. Or they will transfer me to tech support, who tells me my online account is still not fixed and they will call me when it is. Today during a call someone named XXXX who claimed to be a senior customer service rep hung up on me. I just want to access my information. I also asked for the transcripts of all of my calls and was told I do not know how to get those for you, here is a mailing address that might help you.
Company Response: Closed with monetary relief

Timely Response

2018-04-25

San Gabriel, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: RE : Civil No. XXXX ( 3 ). XXXX XXXX vs. XXXX XXXX RE : XXXX XXXX XXXX, DEBTOR CASE NO. XXXX COMPLAINT AGAINST XXXX XXXX./PENNYMAC LOAN SERVICING, LLC FOR VIOLATION OF AUTOMATIC STAY UNDER 11 U.S.C 362 ( j ) To : CFPB, FEDERAL TRADE COMMISSION , SECOND CIRCUIT COURT , COURT OF APPEALS , UNITED STATES BANKRUPTCY COURT , CENTRAL DISTRICT OF CALIFORNIA AND DEPARTMENT OF JUSTICE 1.XXXX XXXX./OR PENNYMAC LOAN SERVICING , LLC DID NOT MAKE ANY ATTEMPT TO STOP THE FORECLOSURE ACTION IN THE SECOND CIRCUIT COURT, STATE OF HAWAII Civil No. XXXX ( 3 ). XXXX XXXX ALSO DID NOT RESOLVED THE ISSUE OF THE COMMISSIONER, XXXX XXXX XXXX XXXX STOP HIM FROM COLLECTING RENT AT XXXX XXXX XXXX , XXXX , HI XXXX. 2.DEBTOR RENTED COUPLE OF ROOM TO SUPPORT HIS MORTGAGE TO PENNYMAC AND PENNYMAC ACCEPTING PAYMENT MORTGAGE UNDER DEBTOR BANKRUPTCY PLAN, SINCEXX/XX/XXXX 3.AS DEBTOR XXXX XXXX PAYING PENYMAC MORTGAGE, COMMISSIONER XXXX XXXX XXXX COLLECTING RENTAL INCOME OF THE DEBTOR, ONXX/XX/XXXXIN BEHALF OF XXXX XXXX OR PENNYMAC LOAN SERVICING, LLC, WHICH VIOLATES XXXX XXXX XXXXS AUTOMATIC STAY UNDER 11 U.S.C 362 ( j ) WITHOUT RESPECT TO DEBTOR OR FEDERAL BANKRUPTCY COURT. 4.ALL THE PROOF AND RECEIPT WILL BE SUBMITTED, AND DEBTOR IS GOING TO FILE CLASS ACTION AGAINST XXXX XXXX OR PENNYMAC LOAN SERVICING, LLC IF THIS ISSUE OF FORECLOSURE IS NOT GOING TO BE RESOLVED. 5. XXXX XXXX OR PENNYMAC LOAN SERVICING, HAS THE RIGHT TO STOP THE FORECLOSURE ACTION THE SECOND CIRCUIT COURT STATE OF HAWAII TO AVOID LEGAL ACTION AND TO CEASE XXXX XXXX XXXX FROM COLLECTING INCOME RENTAL OF DEBTOR. 6. XXXX XXXX XXXX, COMMISSIONER IS COLLECTING IN BEHALF OF XXXX XXXX OR PENNYMAC LOAN SERVICING, LLC WHILE DEBTOR XXXX XXXX IS IN BANKRUPTCY Case No. XXXX FILED ON XX/XX/XXXXAND DEBTOR 'S AUTOMATIC STAY WAS STILL IN EFFECT ON MONTH OF XXXX. THIS CASE IS DAMAGING DEBTOR 'S FINANCIAL AND HEALTH ISSUES. Attached is Exhibit A, the proof of collection of Commissioner, XXXX XXXX, in behalf of XXXX, XXXX/Pennymac Mortgage Servicing, LLC XXXX UNDER PENALTY OF PERJURY DEBTOR XXXX XXXX IS TRUE AND CORRECT TO THE BEST OF MY KNOWLEDGE. Sincerely Yours, XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX , XXXX XXXX , CA XXXX XXXX. XXXX XXXX XXXX, HI XXXX
Company Response: Closed with explanation

Timely Response

2018-04-24

Ft Lauderdale, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We have been having a 7 month issue with XXXX XXXX XXXX XXXX where we had damage done to our house by hurricane Matthew in XXXX. Our insurance company finally came to a settlement on XX/XX/XXXX on the damage to the home and informed us they will be sending a check for {$32000.00} for that damage. {$17000.00} of those funds were in a form a check made out to XXXX XXXX ( my wife ), XXXX XXXX XXXX XXXX, and myself. We called PennyMac on XX/XX/XXXX informing them they work had been completed and that we had a settlement check on the way. We requested an inspection to show the work was completed so when the check came it would simply be endorsed by the bank and the funds released to us. PennyMac declined to do send anyone to do the inspection because we had not received the check yet. We called in again on XX/XX/XXXX to again request that an inspection be done on the home before Hurricane Irma hit us. Once again this was denied by PennyMac stating because we had not received the check to date we would not be able to get an inspector out to the home. We stressed the severe importance of getting an inspector to the home since we just got done repairing the house and we were, justifiably, concerned that hurricane Irma would damage the work we had completed to date. PennyMac refused to send anyone to the home to do any inspections. We received severe damage from Hurricane Irma. Broken windows caused rainwater intrusion throughout the entire home and damaged all the work we had done to date on the home. After the hurricane we received the {$17000.00} check from Pennymac. We contacted PennyMac to confirm that they would be endorsing the check and returning it to us. We were promised by 3 different representatives that the check would be endorsed and returned to us for deposit. We were instructed to sign the check and send it to them with an overnight return envelope enclosed. This would mean for a fast turn around of the funds. We did as instructed and Pennymac deposited the funds into an escrow account and has refused to release any funds until the repairs to the house were completed or at least 50 % complete. The damage due to Hurricane Matthew was contained to roughly {$78000.00} in damages that we had already repaired. The damage due to Hurricane Irma is extimated to be {$370000.00} in damages by the time everything is completed. The amount of damage is far higher then what we had already repaired and paid for. PennyMac did disperse a check in the amount of {$3900.00} on XX/XX/XXXX for a replacement refrigerator and a wheelchair ramp for my son. It took 3 constant months of brow beating and repeated phone calls to get them to release the funds. We went 3 months without a proper working refrigerator. We had to constantly fight PennyMac to disperse funds to make repairs in the time when we were at our most vulnerable, recovering from Hurricane Irma. On XX/XX/XXXX we had work completed on the bathroom that was damaged in both storms. We submitted the paperwork showing that the work was complete and paid for in full on XX/XX/XXXX. We did not hear anything back from Pennymac for the disbursement amount of {$1900.00}. We called in on XX/XX/XXXX and spoke with the supervisor XXXX. We resubmitted the picture of the completed work and the paid in full invoice. We were instructed by XXXX he would be putting into have the amount dispersed and to call back Tuesday XX/XX/XXXX. I called in today and to inquire about the check and was informed instead of sending out a check for the full {$1900.00} that Pennymac would be dispersing a check for only {$380.00}. Per the representative on the phone XXXX that was the most they are willing to disperse due to the 25 % initial prefunding they do on a claim. This is not for pre-funding but reimbursing for work that has been complete. Again we are being forced to wait for money that we have already paid to have the house repaired. Also we have damage done to Hurricane Irma that is not being repaired by our current insurance company XXXX XXXX XXXX XXXX. Since XXXX XXXX XXXX has decided to sue us instead of paying for damages or completing work due to hurricane Irma that leaves us only with the funds available through the money held in escrow by PennyMac. Since they are not giving us the funds PennyMac is now causing continued damage to our home.
Company Response: Closed with non-monetary relief

Timely Response

2018-04-24

Winton, CA

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: My father and mother are both died .my mom passed away XX/XX/XXXX and my father XX/XX/XXXX. They never asked for help, and I'm not a student.they where both gone.someone is acting as if they are my mom and dad.even at my father 's work place.succussers and assignings are the ones that are taking out lease or loan under my dad 's house.my father paid off the house Wright before he'd passed away.these people took a loan out under my father 's estate.i don't have the money to pay off this new loan.so know they are trying to take my father 's estate away from me.im my father 's executer of his estate.
Company Response: Closed with explanation

Timely Response

2018-04-23

Jacksonville, FL

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-04-23

Corpus Christi, TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: After many months of trying to make contact with PennyMac and dealing with representatives who made promises to assist with my escrow issues, they never followed through. So on XX/XX/XXXX I submitted a complaint with CFPB against PennyMac because I was getting no response or return phone calls from PennyMac from my emails, voicemails or messages via their website. On XX/XX/XXXX I received a voicemail from someone named XXXX at PennyMac stating she was being assigned to my account to assist with getting my account sorted out. She said she would be researching my account and would keep in contact with me so that we could get my account taken care of. She also said that she was busy the following day and that she would be in contact with me the following Monday. That never happened. I contacted CFPB last week to follow up with them and to let them know that PennyMac has not responded back to me since the XX/XX/XXXX. He then read me the response from PennyMact to CFPB stating a person named XXXX XXXX said she had made two other phone calls to me after theXX/XX/XXXX. I told him that was untrue because I have had absolutely no phone calls or voicemails from XXXX XXXX or anyone else from PennyMac. The statement from XXXX XXXX is full of false information and it totally misrepresented me as well as giving false information about my account. I am submitting this complaint because I have called XXXX XXXX 's contact number four times in the past week, two of the calls I left voicemails, yet I have had no response from her at all. I called PennyMac six times today to four different phone numbers and was placed on-hold on each one of them for extended periods of time. I feel this is the only way to get someone at PennyMac to respond to my attempts to contact them. In my most recent voicemail to XXXX XXXX XXXX told her that if I did not hear from her or someone at PennyMac this week then I would cease to make any further mortgage payments. I have been paying my regular loan payments twice a month for over eighteen months and have never missed a single payment. The issues here are with my escrow account, which I have been attempting to pay but I can't get in contact with PennyMac to do this. My credit scores were in the XXXX range, but PennyMac chose to ruin my credit even though I have been making my payments. Now I have nothing to lose with stopping my payments, which I will do if someone other than XXXX XXXX contacts me this week. I am trying to settle this issue but I can't do that when the person assigned to my account won't even return my calls. To PennyMac-reassign my account to someone else and have them call me by the end of this week. If I don't answer have them leave a voicemail with his or her name, contact number and extension and I WILL call them back. I work a very tedious and technical job and can not stop what I am doing during the day to take phone calls when I don't even have my account information with me. As a note to PennyMac management, when XXXX XXXX left me a voicemail on XX/XX/XXXX, she did not leave me her last name. I had to find that out through the CFPB representative I spoke with last week. I am also contacting the Veteran 's Administration this week to inform them that PennyMac is treating XXXX war veteran 's with inconsideration, unprofessionalism, and disrespect. If PennyMac doesn't want veteran 's business then don't finance our loans. We don't want to be treated with this kind of disrespect. I fought for my country and am honored to have served. I wonder how many employees at PennyMac are able to say that. At the end of the day I want to resolve this issue with PennyMac, however they need to repair my credit because I have made my payments on-time. Just because they have dishonest people working for them doesn't mean I am at fault. My contact phone number is XXXX. I would appreciate it if PennyMac would step up to the plate and have an honest and professional representative contact me as soon as possible so this issue can be resolved and closed. I am willing to pay the fees required to bring my escrow account to current status. I thank you for your time and understanding.
Company Response: Closed with explanation

Timely Response

2018-04-22

Ernul, NC

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: First and foremost, I understand interests rates change daily and increasing all the time, estimates are only estimates, and nothing is finalized until I am under contract with my rate locked in. On XX/XX/XXXX, I applied for a mortgage through a lender. After I did so, I began receiving non-stop phone calls from multiple lenders that were notified that I applied. However, I did receive a phone call from my current loan holder PennyMac, leaving me a voice mail with a " competitive offer ''. On XXXX XXXX, I contacted PennyMac and they stated I would receive a 3.99 % loan if I pay $ XXXX {$120.00} in points. I asked for a loan estimate, and they sent me a closing worksheet. Here is where they start misleading. The initial Closing cost worksheet left off the " prepaid interest, taxes, and insurance '' as well as the " estimated escrow reserves ''. The estimated it would be {$2700.00}. Once I sent this off to a friend to get guidance, I re-contacted my Loan Officer that same day to update the information. He updated the prepaids, but only put in 1 month of escrow knowing that it has to be a full year. Now my closing cost is {$3600.00}. On XXXX XXXX, I went under contract with the house, and sent the contract to my loan officer. I also told him that the seller is only giving {$5000.00} towards closing, not the original {$6000.00}. I again asked for an official loan estimate, none given. On XXXX XXXX, I asked again for a loan estimate, none given. On XXXX XXXX, I asked for a loan estimate, none given. On XXXX XXXX, five calendar days, and the fourth business day, I finally received my loan estimate at XXXX XXXX on the last day I had to submit to the seller before I defaulted, I received the loan estimate. This estimate had an interest rate of 4.125 % with {$460.00} in points ( .028 % ). Again, he only included 1 month of escrow and prepaids ( which will substantially increase my closing costs ). He did not change the sellers paid closing costs to {$5000.00}, which will also increase my closing costs. I also asked for a 90-day rate lock, which was not included. Once I contacted him with my concerns, he sent me a picture of the current interest rates at 4.125 %. I am now at {$3700.00} in closing + the year of escrow + the extra {$1000.00} in closing costs = about {$7000.00}. On XXXX XXXX, I contacted PennyMac stating I am thinking about a buying a house, and inquiring about a new mortgage. I gave them the same terms, and they stated the interest rate would be 3.99 %. 1 ) PennyMac is intentionally giving false mortgage rates, and not disclosing points. 2 ) PennyMac is misleading the closing cost worksheet by leaving off items. 3 ) PennyMac violated federal law by not sending me my Loan Estimate within 3 business days. 4 ) PennyMac waited for the last possible moment to send my Loan Estimate, which could have caused me to default on the contract and lose the house. My loan officer was XXXX XXXX ( XXXX # XXXX )
Company Response: Closed with explanation

Timely Response