PENNYMAC LOAN SERVICES, LLC.

2018-04-21

Ft Lauderdale, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: PennyMac Loss Drafts Claims is holding all of the money to get our home repaired after a mold remediation claim with our home insurance company that has already been settled. All funds have been received and kept by PennyMac since the beginning of XX/XX/XXXX. During this time, we have placed most of our home furnishings in storage and begun moving our pets and ourselves into a small travel trailer n the driveway. These extra out of pocket expenses that would not have been incurred otherwise are adding up. Between XXXX and XX/XX/XXXX, after having submitted all required documents by the contractor they are still misplacing documents and asking for them by phone. Yesterday ( XX/XX/XXXX ) XXXX called asking me for a form for the mold remediation contractor who was finished last year after all of his company 's documents were accepted. After some discussion XXXX was able to find the document in question. What's next? This is not the first time I have received a call asking for documents they already have. It seems they are not capable of keeping and maintaining important documents/records. This concerns me more than you can imagine. I have done everything I'm supposed to do and submitted every document they require and still they have delayed the process yet again. How are we ever going to get our home repaired if we can't pay a contractor? Can they legally keep the money from the settlement? I have never missed a mortgage payment or been late. I am a law abiding, working class man and I've done everything right. I have never felt so powerless and hopeless.
Company Response: Closed with explanation

Timely Response

2018-04-20

Oak Grove, KY

Trouble during payment process

Mortgage: VA mortgage

Complaint: Company addressed the issue? By doing what? smoke screening with bunch of pages of my payment history? And lies that MY COUNTY RECORDED RELEASE OF MORTGAGE on XX/XX/XXXX I asked for 2 things 1 ) Where is my escrow money 2 ) where is my release of mortgage paperwork. XXXX dollar gift card? Company violated Kentucky Statue - 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. ( 1 ) A holder of a lien on real property, including a lien provided for in KRS 376.010, shall release the lien in the county clerk 's office where the lien is recorded within thirty ( 30 ) days from the date of satisfaction Release of mortgage paperwork was received on XX/XX/XXXX ( postmarked XX/XX/XXXX) it took them 55 ( days ) to release the mortgage with multiple complaints. And me spending time and my money to remind them by sending priority mail. They have received Demand letter on XX/XX/XXXX( tracking number XXXX ) and had 15 days to provide me with mortgage release paperwork. Their timeline expired onXX/XX/XXXX. By Kentucky Statue I'm entitled for XXXX dollars per day after 15 days of waiting period. Its not my fault that XXXX XXXX taking her time to answer complaints and taking almost two weeks to mail overnight check ( we had a conversation onXX/XX/XXXXat XXXX XXXX CST and she told me that my check will be mailed overnight and she will check on me the next day ) I haven't heard from her since then. Check was delivered this week. almost 2 weeks later. XXXX XXXX lied to me in the letter she send in response to my first complaint saying that Release of Mortgage was RECORDED BY COUNTY CLERK on XX/XX/XXXX. She change her tone after I told her during out conversation that i personally went to County Clerks office onXX/XX/XXXXand there were only two records on my name - Deed and Mortgage record, no mortgage release. it took them 55 days for paperwork that required by law to be done in 30 with the receipt to the homeowner. What Pennymac does to customers who are late with payments? Charge them late fees. Who is responsibility to pay on time Customer or Postal service or third parties? You are not exempt from the law you have to follow the law including the state law you are doing business with. State of Kentucky Regulations specifically outlined that you HAVE 30 DAYS from the day Person paid of his mortgage to provide the customer with the mortgage release paperwork. There is no excuse, you have been reminded multiple times via your customer service and complaints. You own me by LAW XXXX dollars for 7 days ( including the day you received the letter ) plus the cost of the letter XXXX dollars I would like to get XXXX dollars of damage you are responsible for according to Kentucky Statue - 382.365.
Company Response: Closed with explanation

Timely Response

2018-04-20

Streetsboro, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-20

Wrentham, MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-19

Mount Airy, MD

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-04-16

Kawaihae, HI

Incorrect information on your report

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-16

NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: There is a FULL month going back and forth with this mortgage servicing company about a stupid change of address and for some reason they keep on giving me a very hard time and just dragging me around with all kinds of excuses and lies. 1. As many times I called in I was kept on hold for hours and transferred from one department to another department each time with a promise that someone will take the call, but that never ever happened, leaving me in the dark with nothing resolved. 2. There is a promise on their website that the messages on the site will be handled within 48 hours, but indeed it takes 96 hours if not more than that, if at all. 3. A month ago they confirmed me that the address was changed, but then after a week or so I recognized that the address was not changed, so they told me that they couldn't change the address, since they address appears as an hotel ( which is not true at all nor is it near any hotel ) then the promised to escalate it, but it took them another several days to come back. If they couldn't change the address, how come they didn't communicate back to me in the first place, how come they left me in the the dark with replying and communicating with me while indeed they even wrote me back to confirm that everything is in order and updated!!! 4. This is also non sense as I confirmed the address which is an address in a foreign country why and how will they be able to confirm this, I'm the one here and telling them that this is the address while they are not even local to verify or argue with me on this.This is what I gave them this is what they should accept, anything behind that is behind the scope of their responsibility. 4. After confirming the address, they came back with a new excuse that since I'm represented by an attorney, they can't make any changes upon my request as any communication needs to come directly from that attorney. This can't be any more false than this a ) they made the initial change without my authorization and without the attorney 's authorization while I was already represented by legal counsel, so how come the first change they can do while the second they can't? b ) They have on file an authorization from my attorney allowing to communicate directly with me. This is just even more confusing and seems just an excuse, as you changed this address to the current address while I was represented and without my or my attorneys consent.
Company Response: Closed with explanation

Timely Response

2018-04-12

Pooler, GA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-12

Modesto, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-04-11

CO

Incorrect information on your report

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

Account information incorrect
Complaint: Hi, I appreciate XXXX and your hard work but you are incorrect on your last response on my home loan. This is very simple the lender I had was Penny Mac I'm not disputing that ok. What I'm disputing is the loan balance it's been paid in full. I sold the house! Sighned the closing on XX/XX/2018. I want the balance to be shown as a XXXX balance on my report and XXXX debt under where it says realastate debt. Since a buyer has already bought the house. XXXX XXXX XXXX XXXX is the company that closed the house. XXXX is the number to XXXX XXXX XXXX XXXX. I have uploaded and by mail sent proof house was sold and closed to XXXX already. But XXXX has failed to get the correct response on my report. I want a zero balance showing on my report under Penny Mac. Thank you!
Company Response: Closed with explanation

Timely Response

2018-04-06

MD

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Two to three months ago I contacted PennyMac to inform them that my income decreased and I would not be able to make a payment ( before the payment was due ), this is where is conflicting of information started. One representative told me I would have to be atleast 10 payments behind for any foreclosure procedures to start so I should be fine ( that sounded odd to me ). I called back a week later when I received an automated call from PennyMac, I spoke with a rep whom stated I would be mailed a mod packet. I was denied for the modification, we are now into the next month and I make a payment ( still one payment behind ). The mod rep calls me to let me know I am denied, I ask if there are any other payment options and she tells me to wait until collections commence ( which will happen after the mod denial ). I get another automated call and I call back the next rep I spoke to tells me I am eligible for forbearance, I told her no one contacted me and told me that so how was I supposed to know? She said if I accept the forbearance she would update my account and someone from PennyMac would call me in 3 business days. I am still wondering how was I to know about the forbearance if no one called, if I did not call I wouldn't have known. Three business days go by no call. I call PennyMac again, a rep then tells me someone should be calling me in 3-5 business. Five business days go by and no one calls. I call back to speak to a rep and she says a mod packet has been mailed to you???? A mod packet I ask, I am waiting for a call regarding something different. I don't tell her it for forbearance but I did ask her to review notes on my account and tell me what has been documented from the last 3 times I called. She said she didn't see anything noted on my account about forbearance. I'm agitated at this point and ask to speak with a supervisor, she ask me why-I TELL HER BECAUSE I KEEP GETTING CONFLICTING INFORMATION EVERYTIME I CALL!! Supervisor gets on the phone goes over my account and says he does see info about the forbearance being under review. He claims he called over to the forbearance department and someone will- '' WILL '' call me back early afternoon about my account. Well its the next day and I have not heard from anyone. This is ridiculous!
Company Response: Closed with explanation

Timely Response

2018-04-05

Shreveport, LA

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: I have my payments set on auto-pay so that I know I can pay on time. The loan company published on my credit report that I was 30 days late on payments. They didn't call me in a timely manner and it wasn't until after it was reported on my credit that I was late on a payment. I called and told them it was wrong information and that I had recently move. They didn't attempt to assist me by giving me a late forgiveness since I've always paid on time. I would like to continue with this company, I just feel I'm not currently being treated fairly. The payments are due on the first so I have my accounts to pay on time. for some reason they had issues pulling money but didn't tell or contact me till after I was late. Whenever I check the account, I always see their withdrawal. Then they didn't even tell me that I had another payment due, then called me once it was past due and late. They even tried withdrawing money from both accounts. Why was I not notified that there was an issue until it was too late? I could at least get an email. Please remove the late payment from the report.
Company Response: Closed with explanation

Timely Response

2018-04-05

Independence, KY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-05

Jupiter, FL

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-05

Moorpark, CA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-05

Rumpus Ridge, SD

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-05

Manchester, NH

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-04

Del Sur, CA

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-04-04

Jonesboro, GA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-04

Land O' Lakes, FL

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-04

Grand Prairie, TX

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-04

Warren, MI

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-01

Gary, IN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-03-31

Irving, TX

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Company Response: Closed with explanation

Timely Response

2018-03-30

Oak Grove, KY

Trouble during payment process

Mortgage: VA mortgage

Complaint: In reference of XXXX On XX/XX/XXXX, my mortgage was was paid in full, as of XX/XX/XXXX, I have not received the leftover money, I have proof ( USPS Informed delivery screenshots ) THAT I HAVE NOT RECIEVED the money that Penny Mac representative told they mailed. He or she also stated that " My research found that PennyMac complied with all State and Federal laws and regulations in the servicing of your loan. Therefore, we must respectfully decline your request for compensation '', well she forgot to mention the property lien that regulated in the State or Federal law. So I want to remind them one more time about keeping a lien on my property pass the State prescribed time. According to Kentucky Statue - KRS 382.365 " Release of lien, with notice to property owner, within thirty days of satisfaction '' I should have received a notice of lien removal within 30 days of paying of. On XX/XX/XXXX I personally went to XXXX County Clerks office in XXXX KY and confirmed that there were nothing filled to remove the lien. The same day I paid XXXX dollars to sent a demand letter to get my money and release of the lien. PennyMac have received the letter on Monday,XX/XX/XXXX. The only thing the Penny Mac representative was care about is to make response on time with CFPB, The only deadline they met on time.
Company Response: Closed with monetary relief

Timely Response