PENNYMAC LOAN SERVICES, LLC.

2018-02-26

Rochdale, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage is owned by XXXX XXXX. I make automatic payments via my checking account evey XXXX weeks, so I actually pay a month in advance. ( 1 ) In XXXX, 2017, I noticed an increased amount taken from my account. When I called to inquire, I was told it was because of taxes and shortage in escrow ; when asked what would have happened had I not had extra money in the account, the rep said they would have reimbursed me the overdraft fees. ( 2 ) I get the increased escrow note in XXXX, with a date of XXXX XXXX - I call to get an understanding, get the shortage in escrow story and decide to pay the escrow to keep my bi-monthly payments low. Since XXXX, no withdrawal from my account has been the same. I call XXXX XXXX, speak with a representative and nothing changes. The last representation told me she would escalate my case and monitor it to make sure the correct amount comes out ; yesterday, still an increase. Who do I hold accountable - how do I get compensated? When does it stop?
Company Response: Closed with explanation

Timely Response

2018-02-26

Pinellas Park, FL

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-02-23

San Antonio, TX

Struggling to pay mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-02-22

South Florida, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: During hurricane Irma we were granted deferment for 5 months! We were told they would put the amount at the end of the loan or work out a suitable affordable repayment and that our mortgage would go up only minimally. After 5 months of derferrement we were told we were being refinanced and were given no choice in the matter. Thus we are 2 payments into XXXX 3 month trial period paying {$300.00} more monthly then before Irma and are XXXX dollars in the rears. We have no idea what interest rate or mortgage amount we will end up with and THIS IS UNFAIR we maybe set up for failure and not even be able to afford the new milysrery payment and hence lose our home to foreclosure. Please advise
Company Response: Closed with explanation

Timely Response

2018-02-21

Manchester, NH

False statements or representation

Debt collection: Mortgage debt

Attempted to collect wrong amount
Complaint: Pennymac allegedly servicing the loan # XXXX has charged multiple fees for property inspection and have frequently appeared at my residence and more recently in 2017 changed the locks to my unit and may have removed items from my residence.
Company Response: Closed with explanation

Timely Response

2018-02-20

Memphis, TN

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have requested a mortgage modification with my mortgage company XXXX XXXX. My hardship is my son was shot though and criminal act in the city of XXXX Tennessee XX/XX/XXXX and he still is under doctor care. My adult son does not have insurance and I'm responsible for his recovery. I provided PenneyMac the {$58000.00} hospital bill stating the bill was self pay and it reflects my son was XXXX. The mortgage company is refusing to accept this documentation because my adult son 's address if different from mine. My son name is XXXX XXXX XXXX and he is currently living with me until he is able to take care of himself. My relationship manager is XXXX XXXX has refused to return my call or speak with me regarding the status of my modification request when I call, as of XX/XX/XXXX. I was informed by customer service she has closed my file. .
Company Response: Closed with explanation

Timely Response

2018-02-16

Westfield Ctr, OH

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX of this year, my mortgage servicer, PennyMac, utilized {$3300.00} of my escrow account funds and negligently/invalidly paid the property taxes for an unrelated loan/parcel. I contacted them, via phone, regarding this issue on XX/XX/XXXX. They indicated they would remedy the error. After two weeks, there had been no progress toward remediation. I contacted them, again, via e-mail, on XX/XX/XXXX. They responded that they were " monitoring the account '' and were waiting to converse with the Assessor 's Office for my county. I contacted them, again, on XX/XX/XXXX. The customer service representative indicated that nothing had been done to remedy the error. I explained to them that I had decided to sell my home and needed the funds restored to my escrow account to apply them to estimated taxes at close. They said they would expedite my request. As of Monday of this week ( the XX/XX/XXXX ) nothing had been done. I have provided them with my parcel number and a copy of the tax bill indicating that my home, which was only constructed in XX/XX/XXXX of last year, has no current taxes due. Because they have not assisted me, I will be forced to pay the estimated taxes ( roughly {$3500.00} ) out of my own pocket at close. Altogether, I have spoken with six customer service representatives and sent five e-mails regarding this issue.
Company Response: Closed with explanation

Timely Response

2018-02-16

Manhattan, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Re : Account # XXXX payment history reported to all three major credit reporting agencies, which is encircled on the attached copy of XXXX report. Based on my records, the 180-days past due occurrences reported as of XX/XX/XXXX through XX/XX/XXXX are inaccurate. These payments were suspended at Pennymacs recommendation during the process of setting up a trial loan modification and extension, as I was advised the payments must be delinquent and the loan in Default in order to qualify for the program and any missed payments would be added to the end of the loan. Pennymac then repeatedly lost the modification application paperwork submitted by us, requesting us to resubmit everything multiple times. We now know these activities were in direct violation of the Dodd-Frank Wall Street Reform and Consumer Protection Act. Once regular payments for this modified loan commenced in XX/XX/XXXX, I established a very strong record of punctuality through all 16 months of payments since. Payment s during the setup of the modification program should not be reported as past due, as they really were not even due. Furthermore, this loan was not opened with Pennymac in XX/XX/XXXX as reported to the agencies, but in fact did not start inprocessing until XX/XX/XXXX. Any payments after that date were held up at Pennymacs behest and were through no fault of my own ; therefore, these past due payment items reported to all three major credit reporting agencies must be removed immediately. Also, I have repeatedly disputed and requested verification and validation of this inaccurate debt for over two years now. Pennymac has responded only with improper verification form letters that provide no backup documentation or proof of this debt being mine, and require more information of me instead ( examples attached ). To properly validate a debt by law, a copy of the original contract signed by and obligating me to the debt must be provided to myself. Pennymac has negligently and willfully failed to validate this debt, and is in violation of sections 611 ( a ), 616, and 617 of the FCRA, 15 U.S.C. 1681i ( a ), 1681n, 1681o, subject to a {$1000.00} fine for each instance.
Company Response: Closed with explanation

Timely Response

2018-02-16

Nyc, NY

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

Mortgage: Conventional home mortgage

Complaint: Re : erroneous item XXXX XXXX XXXX # XXXX reported by your firm to XXXX . I have repeatedly disputed and requested verification and validation of this inaccurate debt for over two years now. XXXX XXXX XXXX has responded only with improper verification form letters that provide no backup documentation or proof of this debt being mine. To properly validate a debt by law, a copy of the original contract signed by and obligating me to the debt must be provided to myself. XXXX XXXX XXXX has negligently and willfully failed to validate this debt, and is in violation of sections 611 ( a ), 616, and 617 of the FCRA, 15 U.S.C. 1681i ( a ), 1681n, 1681o, subject to a {$1000.00} fine for each instance.
Company Response: Closed with explanation

Timely Response

2018-02-15

Oxford, GA

Fraud or scam

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

Complaint: We suffered water damage to our home in XX/XX/XXXX. The insurance company paid off the claim and sent a check payable to XXXX XXXX XXXX XXXX ( the contractor they referred to us to remove and re-install hardwood floors0 PennyMac our mortgage company and ourselves. They asked us to have it endorsed by XXXX XXXX, sign it ourselves and send it to PennyMac. PennyMac re-issued the check payable to XXXX XXXX XXXX XXXX and our selves and advised it to send it to XXXX XXXX, have them endorse it and send it back to us so we could make progress payments. XXXX XXXX refused to endorse the check and send it back to us. They held the check from XX/XX/2018 while we discussed remedial work required on the floors they installed and several thousand dollars damage to our furniture and household goods that was damaged when they moved the furniture out of our home, into storage and back to our home. XXXX XXXX subsequently cashed the check XX/XX/XXXX, without our signature and when we found this out PennyMac was going to send us copies of the front and back of the cashed check and conduct a fraud investigation. PennyMac later refused to conduct the fraud investigation into this check that was illegally cashed. The following is a draft of a letter that I have prepared to send to XXXX XXXX XXXX, Chief Executive Officer, XXXX XXXX XXXX, outlining PennyMac 's refusal to conduct this investigation and it includes names of PennyMac personnel that we discussed this issue with and dates of various conversations. XX/XX/XXXX XXXX XXXX XXXX XXXX President and Chief Executive Officer XXXX XXXX XXXX Corporate headquarters XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX, Please refer to the attached copy of check # XXXX. We suffered water damage to our home in XX/XX/XXXX and the insurance company paid off the claim in the amount of {$26000.00}, referenced in the attached check and sent it to us, payable to PennyMac and ourselves. We endorsed the check and sent it to PennyMac. PennyMac re-issued the check payable to XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX and advised us to send the check to XXXX XXXX, which I did XX/XX/XXXX, to have them endorse it and send it back to us so we could make progress payments. XXXX XXXX refused to endorse the check and send it back to us, choosing instead to hold it and subsequently cashed it XX/XX/XXXX, without our endorsement. We became aware of this during a conversation with XXXX XXXX XXXX with your organization, XX/XX/XXXX. We requested a copy of the front and back of the check and XXXX XXXX also advised us that PennyMac would research further steps, including a fraud investigation and this review should be completed by Tuesday XX/XX/XXXX. We followed up with XXXX XXXX XX/XX/XXXX and was advised that our request for a copy of the front and back of the check had been approved and that PennyMac was still reviewing the fraud aspect. In addition, we were told PennyMac would send us a form that we could take to XXXX XXXX XXXX to obtain further information on the check. We followed up again XX/XX/XXXX and spoke with XXXX XXXX XXXX, Escalation Specialist, and she advised that she would have a manager call us within 24 t0 48 hours and she confirmed that a copy of the front and back of the check was requested from home office and mailed to us XX/XX/XXXX. To date a copy of that check has not been received, nor has the form for us to take to XXXX XXXX XXXX to obtain more information on the cashed check. Have we been misinformed by PennyMac regarding mailing a copy of the cashed check and the form to take to XXXX XXXX XXXX? PennyMac claim to record theses calls so, so they can very easily confirm this conversation and verify who provided us with this information. We followed up further XX/XX/XXXX and spoke with XXXX XXXX XXXX. XXXX XXXX subsequently left us a voice mail message later that day advising ; she received a response back that PennyMac would not be involved in any investigation on the claim check # XXXX in the amount of {$26000.00} that was cashed by XXXX XXXX without our endorsement. We ( my wife and I ) may choose to get the police involved because we did not endorse the check that was payable to the contractor and ourselves. Suggested that we contact the insurance company and start with them to find out where we can proceed going forward regarding our claim funds. ( my wife and I do not understand this suggestion since our insurance company paid off the claim and the check was subsequently sent to PennyMac. PennyMac re-issued the check payable to XXXX XXXX and ourselves ). It is difficult to understand why PennyMac is refusing to conduct a fraud investigation into a check drawn on your XXXX XXXX XXXX account, payable to one of your mortgagors and XXXX XXXX, that was not endorsed by your mortgagor and illegally cashed by XXXX XXXX. ( This certainly appears to be a criminal matter ). Also, XXXX XXXX knew that there were funds in the check that should be paid to the Ishmaels and was, and is, aware that remedial work is required on the floors they installed and several thousand dollars damage was done to household goods during the move-out, move-in of our furniture, that needs to be made whole. Since PennyMac has refused to investigate criminal activity associated with the fraudulently cashed check, does this suggest that PennyMac may be complicate in this matter? In addition, we are locked out of our PennyMac account and we were told by XXXX XXXX that we were locked out because of the fraud investigation. However, since PennyMac has refused to conduct a fraud investigation, would you please let us know why we are still locked out of our account? XXXX XXXX, I would appreciate your review of this matter and hearing from you further on this? In addition, please let us know if this is a criminal matter that we should refer to the police for investigation, since PennyMac has refused to conduct a fraud investigation into the illegal cashing of this check XXXX XXXX, attached? Copy : Consumer Financial Protection Bureau XXXX XXXX XXXX PennyMac XXXX XXXX XXXX ( via fax ) XXXX XXXX PennyMac ( via fax ) XXXX XXXX PennyMac ( via fax ) XXXX XXXX PennyMac ( via fax ) XXXX XXXX PennyMac ( via fax )
Company Response: Closed with explanation

Timely Response

2018-02-14

Fort Worth, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-02-13

OR

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: We sold our house financed with XXXX. We turned ownership to the new owner XX/XX/XXXX. My first call to XXXX was on the XX/XX/XXXX. I inquired as to {$2500.00} escrow money that was to be released back to us. They told me that it would be up to 14 days. I called the 2nd time on the XX/XX/XXXX which allowed 17 days. I asked the individual handling my account to put a stop payment on the 1st checkand to Expedite the check. He assured me that he would expedite the check and assured me that I would have the check in 5 days. XX/XX/XXXX I called for the third time and demanded that the money be directly deposited into our bank account. The customer service manager acknowledged receiving all pertinent information needed to direct deposit the money into our account. She very clearly told me that she would call me when the individual responsible for wiring the money was done wiring it. I provided all the information by XXXX XXXX Pacific Time. She indicated that it needed to be there prior to XXXX XXXX Pacific Time. I have received no call, nor has the money gone into my account. I have been lied to, and as far as I can tell they are refusing to release the funds to us. Their deceptive practices are illegal and are completely hinging on fraud.
Company Response: Closed with explanation

Timely Response

2018-02-12

CA

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-02-12

Jacksonville, NC

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-02-11

Washington, DC

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: After filing my complaint with cfpd Pennymac contacted me. Once I recieved the letter detail all but one of my request. I contacted the agents phone number listed but they have not responded to my cal over a month and a half ago. My question had to do with the borrower who has refinance FHA-to-FHA and the refund of my Up Front Mortgage Insurance Premium. According to the FHA Loan Handbook, HUD 4000.1, The UFMIP is not refundable, except in connection with the refinancing to a new FHA-insured Mortgage but only within a certain time limit.
Company Response: Closed with explanation

Timely Response

2018-02-07

Rahway, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: PennyMac Loan Services LLC received my mortgage payment on XX/XX/XXXX. It is now Tuesday XX/XX/XXXX and PennyMac has not yet credited my mortgage account. PennyMac has held my payment, without crediting my account, for 8 business days. On XX/XX/XXXX, I received a letter dated XX/XX/XXXX from my current loan servicer, PennyMac Loan Services , LLC . This letter states the following : effective XX/XX/XXXX, the servicing of my mortgage loan is being transferred from PennyMac Loan Services , LLC ( PennyMac ) to XXXX XXXX XXXX , XXXX. This means that after this date, XXXX XXXX XXXX , XXXX, will be collecting your mortgage loan payments from you. Nothing else about your mortgage loan will change. The letter also states that : Under federal law, during the 60-day period following the effective date of the transfer of the loan servicing, a loan payment received by PennyMac on or before its due date may not be treated by XXXX XXXX XXXX , XXXX as late, and a late fee may not be imposed on you. On XX/XX/XXXX, at XXXX XXXX EST, I contacted PennyMac by phone and spoke with XXXX. I explained to her that I need to make a payment. I stated that if I did not receive my new account number and mortgage statement from the new loan servicer, I would send my next payment to PennyMac. XXXX stated that I could send the payment to PennyMac and they would forward it to XXXX XXXX XXXX, if I didnt receive a mortgage statement from XXXX XXXX XXXX. On XX/XX/XXXX, at XXXX XXXX EST, I contacted the new loan servicer, XXXX XXXX XXXX , XXXX and spoke to XXXX. XXXX stated that they did not have my information yet and that the loan will have a new loan number after it transfers to XXXX XXXX XXXX. XXXX stated that I will receive a welcome letter by XX/XX/XXXX, the date of the transfer. XXXX also stated that in order to receive a mortgage statement I will have to make a payment over the phone first or by mail, and then after my first payment the mortgage statements will be generated. I stated to XXXX that I will continue to make payments to PennyMac until I receive a mortgage payment from XXXX XXXX XXXX. By XX/XX/XXXX, I still had not received any letters from XXXX XXXX XXXX regarding my mortgage account with them. I had no mortgage statement and I did not have any payment coupon nor did I have the new account number from XXXX XXXX XXXX. As a result, I mailed the mortgage payment to PennyMac via USPS priority mail express ( the same way I have being mailing payments to PennyMac in the past 2-3 years ). As per USPS, my mortgage payment was delivered to Penny Mac on XX/XX/XXXX, and signed by XXXX XXXX ( see Attachments 1 and 2 ). On Saturday XX/XX/XXXX, I called XXXX XXXX XXXX and I spoke to XXXX to see the status of my account and he informed me that they just received the file from PennyMac the day before. XXXX stated that I was not in their system yet. XXXX stated that it takes a few days for the PennyMac file to load in their system but that by Wednesday XX/XX/XXXX my account should be in the system. I stated to XXXX that since I never received a mortgage statement or any correspondence from XXXX XXXX XXXX, I sent the mortgage payment to Penny Mac. XXXX stated that Penny Mac will be forwarding the payment to XXXX XXXX XXXX. It is now Tuesday XX/XX/XXXX and I have not received any correspondence from XXXX XXXX XXXX. I called PennyMac on XX/XX/XXXX to find out why they had not posted the check that they received on XX/XX/XXXX. I was able to speak with a customer service representative named XXXX. I asked him why, after receiving my payment, they decided not to credit the account. He answered that they had not yet received my payment. I replied to him this is not true and that I have the USPS ( US Postal Service ) tracking information which shows that the letter was delivered to PennyMac and signed for by XXXX XXXX on XX/XX/XXXX ( see Attachments 1 and 2 ). The representative then stated that it takes 7-10 business days to credit the account. I stated to the representative that this is also not true. In the past, after the payment is received, the check has posted to my account in less than 3 business day. For example, in XX/XX/XXXX, I mailed a payment, via USPS, on XX/XX/XXXX ( see Attachments 3 and 4 ). As per the USPS tracking information, the XXXX letter was delivered to PennyMac and signed for by XXXX XXXX on XX/XX/XXXX ( see Attachment 4 ). The check for the XX/XX/XXXX payment posted to my bank account on XX/XX/XXXX ( see Attachment 5 ). The XX/XX/XXXX payment was credited by PennyMac, to my account, within 2 business days after receiving the payment. I believe that PennyMac is not crediting my account in order to be able to foreclose on my home. In the past PennyMac has made many attempts to foreclose on my home. I have filed several complaints against them with the CFPB. I am behind on my payments and I am in the process of catching up. I believe that PennyMac is now working in conjunction with the new servicer, XXXX XXXX XXXX, to avoid crediting my account. By not crediting my account PennyMac will cause my account to reach 120 days past due and they will be able to foreclose on my home. I believe that PennyMacs goal has always been to foreclose on my home.
Company Response: Closed with explanation

Timely Response

2018-02-06

NC

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: The falling describes the problem with trying to keep my home. First thing to note is that my father was a non-occupying co-signer. He has never lived nor paid on the property in question. He signed a quit claim deed, which XXXX XXXX XXXX stated would take the place of needing his information and signing of loan modification documents. And was their suggestion at an early time since he has not and will not contribute satisfying the mortgage. Second thing to note, this mortgage was one in a class settlement between XXXX XXXX XXXX and the U.S. Department of Justice in XX/XX/XXXX. In XX/XX/XXXX, XXXX XXXX XXXX was required to forgive almost {$30000.00} in a settlement agreement with the U.S. Department of Justice. Currently there is equity in my home over the balance of the mortgage, which is why I believe that my home is a target for XXXX XXXX XXXX and PennyMac to acquire. Timeline : XX/XX/XXXX/XX/XX/XXXX - I experienced hardships due to divorce ( my ex-wife was on the deed not the mortgage. She signed a quit claim deed during the divorce. ), also custody battles and layoff in XX/XX/XXXX. XX/XX/XXXX I applied for a loan modification with Bank XXXX XXXX. I was approved with only my income information from my new job. XXXX XXXX XXXX did not require my father/co-signers income and information with the quit claim deed he signed. XX/XX/XXXX The loan modification was approved. Documents were mailed to the address of property for me to sign and start the trial payments. However, I was working in XXXX, OH at the time. By the time I received the documents it was mid XX/XX/XXXX. The first trial payment was to be made by XX/XX/XXXX. XX/XX/XXXX I called Bank XXXX XXXX to make the first trial payment. Confirmation number XXXX in the amount of {$1000.00} XX/XX/XXXX while still in XXXX working ( not able to check mail at home ) I noticed the payment was still not withdrawn from my checking account. I called XXXX XXXX XXXX to ask if there was an issue. The CSR informed me that the payment did not go through because I had given them the wrong checking account number. And now I was denied the modification. I told them there was no way I gave them the wrong account number. I gave them the same one I gave the CSR on XX/XX/XXXX. They informed me the checking account number they was one digit wrong. XX/XX/XXXX XXXX XXXX XXXX called and informed me that they pulled the recording of the phone call on XX/XX/XXXX and that I did give them the correct account number. HOWEVER, their CSR person that took the payment entered it one digit wrong when typing it in. I was assured they would correct the issue and reinstate the same modification. Also to proceed with making a payment while on the phone with them. So I did. XX/XX/XXXX I called XXXX XXXX XXXX and asked if they had corrected their mistake. They informed me that the modification was still denied do to not making a trial payment. However they were still working on correcting the issue and reinstating the loan modification. Also, while on the phone, I should make another payment. So I did. XX/XX/XXXX I called to see if the loan modification had been reinstated, I was told no it was not because the trial payment was not made. I said yes it has, I have made two payments now. They said they were still working on reinstating it. I was told to make another payment. I said, no, that they had taken two payments in less than 30 days and not correct the mistake they made. At that point they told me I needed to enter an appeal of the denial of the loan modification. So I did. It took a month almost before I heard anything. XX/XX/XXXX They called me and asked me to make another trial payment. However I had not received anything in writing stating they had approved the appeal or corrected the mistake. They notified me via mail that the servicing of my loan was being sold to PennyMac. And that I needed to contact them. XX/XX/XXXX I contacted PennyMac as instructed. I was told by PennyMac that they did not have any info on the above matter with XXXX XXXX XXXX, which I explained to them. And that I would have to start a new loan modification package with them, PennyMac. XX/XX/XXXX PennyMac informed that they require my father/cosigners information on the loan modification even though he had filled a quit claim deed that XXXX XXXX XXXX had accepted in lieu of his application. PennyMac said it was changes to the FHA guidelines. XX/XX/XXXX XX/XX/XXXX We went back and forth about my father/cosigners information being required on the loan modification. I found out from a HUD counselor that what Penny Mac said was not true. I went back to PennyMac. At that time they decided to tell me that it was the lender that owns the note that requires it. Which is still XXXX XXXX XXXX by the way, who had accepted the quit claim deed in lieu of him being on the loan modification application. XX/XX/XXXX I learned of a program that the state of NC offers to help with homes, up to {$36000.00}. The same HUD approved counselor with XXXX in XXXX worked with me to apply for this program. They also accepted my fathers quit claim deed in place of him being on the mortgage assistance application. XX/XX/XXXX I was approved for the state program. However the reinstatement amount that came in was {$10000.00} higher than expected. And {$6000.00} over the {$36000.00} the state was offering. I also noticed that in the reinstatement letter sent to the state program, that the payments I made to XXXX XXXX XXXX in XX/XX/XXXX were not applied. XX/XX/XXXX I called PennyMac requested that a three year payment history be made available on-line in my PennyMac account or that they send me one so I can show them that the payments are missing and I have proof of those payments. XX/XX/XXXX to present I have continued to ask for a three payment history and ask that they work with me to reinstate the loan. They still have not provided a payment history for three years. PennyMac refuses to look into the missing payments on the account. PennyMac uses autodial to call me but no one ever picks up when they call. When I call there is always thirty minute to hour hold. Now, Im facing foreclosure hearings to set a sell date. The next hearing is XX/XX/XXXX in XXXX County Court, NC with the County Clerk of Court. In my last phone call with PennyMac I was on hold for 45 minutes before getting to speak to someone. The representative on the phone from XXXX XXXX told me he could see or do much on my account because there is an error, some kind of title dispute and was told that I had spoke to a XXXX XXXX in their litigation department. I informed the rep that I had not talked to XXXX XXXX. He continue to explain that he is not able to see much and can not look into doing anything with the account because it is locked. He emailed and sent notification for this XXXX XXXX to call me. I still have not received any such phone call.
Company Response: Closed with explanation

Timely Response

2018-02-06

Laguna Beach, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with monetary relief

Untimely Response

2018-02-05

Bancroft Hall, MD

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: On Tuesday, XX/XX/XXXX I mailed my XX/XX/XXXX payment via Standard delivery. The payment was not credited to my mortgage account until Thursday XX/XX/XXXX, 9 business days after it was mailed. As a result, PennyMac is reporting my Mortgage account as 30 days late for the XX/XX/XXXX payment. Per the United States Postal Service website, average time for First Class and Standard delivery is 1-3 days. I have spoken to a PennyMac representative several times - onc e in XX/XX/XXXX and several times in XX/XX/XXXX, disputing their reporting of my mortgage account. They refuse to take responsibility for the delay in posting my payment, and continue to place the blame on the United States Postal Service for the delay. I have never been reported as late on my payment, and have previously mailed my payment the last week of the month.
Company Response: Closed with explanation

Timely Response

2018-02-02

PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-02-02

Newnan, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have a foreclosure sale date of XX/XX/2018. I had submitted my offer to the bank for a short sale. However, I submitted it to XXXX XXXX XXXX and they are no longer my mortgage company. I phoned Penny Mac Loans to try to get someone to postpone the foreclosure sale until they could review my current offer and the person that i spoke to was friendly but firm and stated that they will not be able to postpone the foreclosure sale but if i wanted to i could email over my documents to XXXX. I just need for the bank to give me a chance and review my offer. I am trying my best and doing what i can to make it through this tough and trying ordeal.
Company Response: Closed with explanation

Timely Response

2018-02-02

Fort Worth, TX

Unable to get your credit report or credit score

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

Other problem getting your report or credit score
Complaint: i was told by refinance company that 3 credit burears reported that iam XXXX
Company Response: Closed with explanation

Timely Response

2018-02-01

Shulerville, SC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Our first tax bill, received in XX/XX/XXXX, was due onXX/XX/XXXX. We called XXXX XXXXn late XX/XX/XXXX in order to be sure there were no issues and in an attempt to have the taxes paid inXX/XX/XXXX. They said they had numerous requests and may not be able to get to It inXX/XX/XXXX. I called XXXX on XX/XX/XXXXand was told they would pay the taxes before the end of XX/XX/XXXX. I reminded them the taxes were due onXX/XX/XXXX and our escrow account had the funds to cover the taxes. I spoke with XXXX on that call. The next time I called was on XX/XX/XXXX the date the taxes were due. XX/XX/XXXX told me that XXXX usually wired funds on the due date to the taxing agency along with a list of the property owners. She said she would follow up and let me know on the following day. She did not call back the following day. OnXX/XX/XXXX I called XXXX and spoke with XXXX and was told our tax payment had been expedited and our taxes would be paid within the next 5-7 business days. He also told me that they would withdraw {$1600.00} ( the actual tax due ) from our escrow account and XXXX would pay the {$44.00} late fee. In actuality they took the entire amount of {$1700.00} from our escrow funds. On XX/XX/XXXX XXXX called me back and told me our Parcel ID was uncertified per XXXX County and that XXXX got the problem solved with XXXX County. Then she said our Parcel ID number is now certified and XXXX would pay the taxes owed. I called XXXX Countys Assessor Office, Auditor and Treasurer. None of them had any idea what Parcel ID Certification meant. I was told by the Treasurers office they had received funds from XXXX in XX/XX/XXXX but our taxes were not included. XX/XX/XXXX County Government address is : XXXX XXXX XXXX XXXX XXXX SC XXXX. Phone : XXXX We are unhappy with how XXXX this was handled by XXXX. Due to XXXXs failure to uphold their fiduciary responsibilities and causing us to pay for their error, we believe the escrow account requirement should be cancelled free of any charges to us and allow us to handle the taxes and insurance in a timely manner. We paid {$330000.00} for this house and our mortgage balance is {$120000.00}. We have paid the mortgage payment plus additional funds toward the principal each month. XXXX is well protected and would assume no serious risk by cancelling the escrow account requirement. Attached : XX/XX/XXXXTax Notice XXXX statement Notes from phone calls with XXXX
Company Response: Closed with explanation

Timely Response

2018-01-31

Fort Washington, MD

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-01-31

WI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received a letter from Penny Mac stating the escrow would be sent to me in XX/XX/XXXXfor payment to local County to apply in XXXX. I never received the funds. I have called and repeatedly asked about the funds and been told it was sent to XXXX County, It was sent to me, and that it would be sent XX/XX/XXXX, overnight, with me receiving it onXX/XX/XXXX. I have received nothing. I called again yesterday, XX/XX/XXXX, and have yet to receive a call back from Penny Mac as to the status of the funds. The due date for the taxes in today, XX/XX/XXXX. I have already missed theXX/XX/XXXX tax season to pay the taxes in XXXX.
Company Response: Closed with explanation

Timely Response