PennyMac Loan Services

PennyMac strives to provide superior customer service and respond to all
inquiries in a timely manner. Upon receipt of the Revdex.com notification, a PennyMac Representative contacted MsS*** to discuss herconcerns regarding the payment made on her account in the incorrect amount. A detailed letter of explanation will be sent to MsS*** under separate cover within business days

PennyMac strives to provide superior customer service and respond to all inquiries in a timely manner. Upon receipt of the Revdex.com notification, a PennyMac Representative will attempt to
contact MrO*** to discuss his concerns regarding his escrow payments A detailed letter of explanation will be sent to MrO*** under separate cover within business days

My loan was purchased by penny Mac and have had nothing but problems with themMy Liam dropped $when the purchases it and I called not once but twice to clarifyThey said everything looked fineI specifically asked if escrow was correct they said yesCome to find out it wasn'tWhen property taxe came I was $shortMy payment went from back to them up to Bc of the shortage in escrowThey also started to auto pay my incidence out of my escrow when I didn't tell them tooAll I got was you should have been looking at your escrow balanceEgh now I possibly getting foreclosed onThis is a horrible companyRefinance if you can

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC ("PennyMac") the opportunity to review and respond to MrL***'s concernsPennyMac strives to provide superior customer service and respond to all inquiries in a timely manner. Upon
receipt of the Revdex.com notification, a PennyMac Representative contacted MrL*** to discuss his concerns regarding the derogatory judgements on his credit report on Decemeber 10, 2015. A detailed letter of explanation will be sent to MrL*** under separate cover within business days.PennyMac values and protects its customers' confidential information. Due to privacy reasons, we will refrain from posting any personal information to the Revdex.com site as we do not disclose our borrowers' personal information

Complaint:
I am rejecting this response because: PennyMac has not sent me a signed certification confirming they have corrected my account due to error on their part.
They still refuse to modify my loan even though I am having a permanent medical hardship PennyMac will only offer a quick sale and that is not an option for me.
Regards,
*** ***

Complaint:
I am rejecting this response because:
NO Representative from Pennymac's Loss Draft Department reached out to me to discuss anything! This is a statementI am still waiting to receive the Waiver of Lean form that I was told I would receive by Friday, 9-09-This matter IS NOT resolved!!
Regards,
K*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10368395, and find that this resolution is satisfactory to me.
Although my mortgage payment is now adjusted to the correct amount, it is still quite disturbing that it took months of frustrating phone calls, as well as complaints to the Revdex.com and the Department of Business Oversight to resolveI truly hope that Penny Mac re-evaluates the competency level of their current representatives
Regards,
*** ***

Complaint:
I am rejecting this response because:
Nothing has been resolved as of yet.
Regards,
Br*** ***

This mortgage company is mediocre at best UNLESS you ever have the misfortune of having to deal with an insurance claim on your house and then they are down right horrible! At the one time you would hope to have your mortgage company cooperate, communicate, and offer good customer service, this is time that Penny Mac is at their worst
My family's home flooded in AugI had flood insurance on the home and received a quick response from the flood insuranceI received a check from the flood insurance to cover the expense of the repairs in a timely mannerThe check was written out to me & Penny Mac (standard procedure)The check has to be mailed to the mortgage company along with proof that you've hired a licensed contractor to do the work, etcOnce you've done this, the mortgage company will dole out portions of the money as the repairs procedeWe received a small advancement (less than 10% of the total payout) shortly after the flood to fund the demo processWe have not been able to get a penny more out of them and it is now more than three months later!!! We have submitted every document they have requested, we have done every single thing they have asked! Every time we call them (daily) they change their storyThey just keep putting us off over and overThey will tell us a decision will be made by the end of the week and we hear nothingWe call the following week and are told the same thing - a decision will be made in a few daysThis is so far beyond frustrating!!
I have small children! My family of is living in a camper in our drive wayWe have lost almost every single worldly possessionThe last thing we need is a mortgage company that refuses to help us
I am paying a mortgage on a house I can't live in and cannot afford to fixI was given the money to fix the house by the flood insurance company that I have paid premiums to for years but can't touch a penny of it because Penny Mac won't get their greedy hands off of it!
If you already have a Mortgage with Penny Mac you better hope you never have to file an insurance claim on your home and if you don't have a mortgage with them, don't even consider it!

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC ("PennyMac") the opportunity to review and respond to MrA*** concernsPennyMac strives to provide superior customer service and respond to all inquiries in a timely mannerA detailed letter
of explanation will be sent to MrA*** under separate cover within business days. PennyMac values and protects its customers' confidential informationDue to privacy reasons, we will refrain from posting any personal information to the Revdex.com site as we do not disclose our borrowers' personal information

Complaint:
I am rejecting this response because:
I did receive the money that PennyMac stole from me backMy problem is the amount of time it took to correct the problem, the amount of lies that were told to my by your company, the fact that you earned interest off the money you stole from me, the fact that you said I could rack up fees for over draft on my bank account and you would pay for it (but not restore my credit rating)., the fact that you still cannot tell me what happened or how you fixed it "We are not at liberty of provided details of our systems to our borrowers" and you still expect me to trust you after half hearted apologiesYou have been talking to me for almost a month now and you address me as Ms? I am a man or a MrYour customer service is horrible, and the people who answer your phones do not have general knowledge of banking terms of what is going on internally in your companyYou obviously did not read what I wrote to you in my last response so I will post it again:
Marká E Smith
I went online to http://PennyMacUSA.com to make my payment (January payment) and set it up for the due date (1/1/2014)On 1/I noticed the payment had not been drafted from my checking accountI did not think much of it; they would take the money out when they wanted toI was called on 1/at 6:p.mby E*** (ext8172)E*** told me there was a problem with their software and that they were going to bill me for two mortgages instead of oneI asked if she would hold while I checked my bank accountGot online and logged into my bank account and there was no charge that month for my mortgage yet and it was not in the pending section eitherI told her since it did not go through to just cancel the paymentI could not afford to have another $taken out of my accountE*** said this was not possible, it was going to happen and not to worry, this was happening to several other people as well (that is why she called)She said to call her back, not if, but when the charges occurred
On 1/I go to work and pull up my banking account sure enough there are two charges for my mortgageI call E*** back, she informs me that she already knew this has occurred and have “overnighted” my check to meOk, great the check should be here when I get homeI also inquire about what to do if I incur any over draft feesShe responds to make copies of them and fax them in and she would submit them to see if the company would indeed pay for those feesSo, Penny Mac has recommended that I overdraft my account (which I do not have on my bank account) and trust that they will pay the fees in a timely manner after they have STOLEN (theft by conversion, theft by deception) money from my account. She did not give me a fax numberAfternoon of 1/7, check the mail but there is no checkCall Penny Mac back but E***’s extension is not workingI redial and talk to someone else (did not write down name)This lady informs me that they have no idea where my check is or how it was sentI sit on hold for a while to have come back and say the checks were mailed out last night, via regular snail mailShe informs me the check should be there the next day (1/8, or 1/9)She tells me to call back Saturday if I have still not received the checkShe then mentions they close at 11a.mon sat and the mail will come late so never mind because no one will be there
I wait until Saturday (1/11) at 3:p.mwhen the mail comesCheck the mail, no checkI was promised that the check would be here by this day and it is not1/I call Penny mac as soon as they open (8:a.mcentral)My call is answered and I ask to speak to a managerI am put on hold for approximately minutesA “manager” (Trevor ext5114) answers the phoneI again explain my situation for the 5th time to a new personHe exclaims he is very sorry (he is very polite)I asked him why he thought it was ok to steal from me, again he said he was sorry and that I could run up my fees submit them and that they would pay for themI needed to purchase firewood but could not because they had stolen money from my accountPeople who sell wood generally do not accept checks or creditIt was degrees in Tennessee and my heat pump could not keep upI now have a cold because of this ordealThey do not careThey also said it would arrive 7- business days for deliveryIf they knew that the entire time why did they keep lying to me? I am not an it, and do not care to be treated like one
Doing some research online I have found other people who this happened to and were told the exact same thingI also found a report if it having happened last yearThis means they have known about this “computer” glitch for at least two years and have done nothing to remedy the situation
http://www.yelp.com/biz/pennymac-moorpark
http://www.pissedconsumer.com/reviews-by-company/pennymac/pennymac-completely-di...⇄ /> 1/14/I called again this afternoon as it will have been business days since they told me the check was mailedA nice man named Richard (ext8903) answered the phoneI explained my situation to him againHe commented that there were notes on the situation in my fileI asked him where my check was, he put me on hold for approximately minutesHe came back saying the check was cut on the 7thI asked does that mean mailed to which he said noHe claimed it would have taken at least a day to mail it after printedHe said maybe the check was mailed on the 8th of JanuaryI asked was it mailed or notHe said it was mailed the 8th and should be here by Friday (1/17/14)He said he would make a note of the expected delivery date in my folder so if it was not there Friday when I returned home then they could start the process of making a direct depositOriginally he told me he was not aware that direct deposit was even an optionAfter he came back from putting me on hold he confirmed that it was possible to make a direct depositI feel as though every employee I talk to lies to me or genuinely has literally no idea what is going on in their companyI asked was I the only person this happened to which he responded that there were “several” people this happened toI asked how this error occurred to which he responded he had no ideaI proceeded to tell him about the “holiday glitch” and it sounded to me like it was really the first time he had been told this informationI asked what his company was doing to fix this “glitch” to which he said nothing because he did not know if they were doing anything at all other than make a half-hearted attempt to return customers moneyThen I asked why, if you knew the glitch was going to occur did you let it happen in the first placeAgain he had no answerWe talked for a while and he apologized a few hundred times to which I replied it was not “his” fault and that I still did not think sending my money back only was good enough to which he agreed but cited that they could only let you fax in fines incurred and wait for approval from within their company to mail you another check for the fines you incurred while they had your money they stoleI also notified him that I sent reports to the FBI, Revdex.com of California, Tennessee Division of Consumer Affairs, and the Federal Trade CommissionI explained to him I would have felt a little better about this if everyone I talked to A) had not sounded completely ignorant to the situation and B) Lied to me because they either did not know the answer or were told by their manager to lie about itAgain he apologized and cited that he made remarks in my fileI thanked him for being understanding and actually finding out answers for me and told him I had to go to the gymWhile I was at the gym someone from PennyMac called my phone that was in my car but did not leave a messageThe customer service of this company leaves a lot to be desired especially after they steal money from you
1/17/
On 1/16/I was contacted by PennyMacIt was L*** (ext8969) who calledShe introduced herself to me and notified me she had listened to all of my calls previouslyShe stated that she admired my patience and admitted that I was lied to repeatedlyShe was very pleasant and informativeThis does not change the fact that they still stole my money and I still have not received my check (1/17/14)I asked how many people this happened to and she informed that it happened to peopleI think that the number is much greater than this but I will believe her for nowShe commented that many others have already received their checks“That’s great” I exclaimed, but I still do not have mineShe said they received theirs because they were either direct deposited or sent via the “overnight” serviceWhy then was my check snail mailed with no other options available to me? She had no answer for that questionI also asked for some sort or compensationShe mentioned paying for the finesI told her like I told everyone else that would not satisfy meL*** said it was above her abilities but she would see what could be doneShe then said she hoped to earn my trust backTwo things, A) I still do not have my money you stole from me and B) tell me exactly what happenedShe was not able to tell me with certainty what happenedI asked then how will you fix it so that this does not happen again if you do not know what happened in the first placeSilence, she has no answerI asked if they had the ability to notify me before the “glitch” occurred why could they have not stopped it from occurring in the first placeAgain, she was silentAlso, why did they choose to call at nearly 7pm knowing my bank was closed to I could not do a stop payment? This all seems a little too fishy for all these things to line up perfectlyI asked if this has ever occurred before and she said no, this was a complete surpriseIf It was a complete surprise then how did they know to call and warn me? Also there is a thread on the internet dated in December of someone claiming the exact same thing happened to himThis is a month before it happened to me! How did they not know????? She offered to direct deposit the check (1/16/14) but I declined as I am determined to receive this fabled check, maybe it will feel like Christmas when I open my mailbox to find my stolen money returned to meI probably should have accepted that offer to direct deposit the checkUpon returning home the evening of 1/16/I returned to find no checkAlso something hit meIf the check is not certified my bank will hold it for a day, it is posted on 5/3rd’s websiteSo, assuming I receive it this afternoon (1/17/14) I take it immediately to the bank it will be deposited at on Sat(1/18/14) and the full amount will not be available to me until Tuesday (1/21/14)So, once again they have screwed meSomething else came to me last night as wellLet’s do some basic math$(I assume average mortgage payments are higher but I am cutting them a break) x people= $dollars stolenI also assume that they have a bank that provides them with a nice interest rate$dollars stolen x .015% interest=$4,dollars earned off stolen money=$4,dollars earned off stolen money x days (even though they have had my money for days now = $8,earned in two days off stolen money
On the morning of 1/17/I called again to see if now they could do a direct deposit because I was worried it would be another four days before the check clearedI spoke with Tyronza (ext5164), who was a self-proclaimed expert on my bank and stated that banks cash any checks and do not need to be certifiedI tried to tell her that I was going to deposit the check and that it would be held by my bank if not certifiedShe exclaimed that the check was good, did not know what certified meant and that banks do not hold checks I attempted to explain but feel as though the information I provided was not absorbedI asked to speak with L*** but she is in California and they are not open yet
L*** called back and agreed to wire my money to my account with an additional $that they would charge for a wire transferShe said she would call when she had a confirmation number that the bank received the wireShe called back that day as promised with the confirmation numberI checked my bank account and it was pending and later went through
1/18/
The check came in the mail Saturday just as I thought it wouldAfter being lied to every time I called since this incident has occurred I thought they would not have lied to me anymoreSweet Linnette had lied as well, the check was cut on the 6th, the checks stamp to be mailed was printed on the 8th, but the check was not mailed until the 10th! Everyone at this company has lied to meThey think I am dumb, do not care about my business, and think saying sorry after earning interest on my stolen money (days) is perfectly fineWhat bothers me is that they still do not care, still cannot tell me what exactly happened, and still cannot tell me what they are doing to fix itAll of the agencies I have contacted have pretty much passed the buck saying this is an internal issue that should be handled by PennyMacThey do not care either, it is not their money and it did not happen to them so why should they care? If I stole $from a business and called them and told them I was going to do it I would be in jail before I could make it happenIt seems like a double standardAny ways, if the aganecies I have contacted do not provide me with answers I will take to social media and let consumers know a customer service nightmare PennyMac hasI will also advise them to avoid doing business with them at all cost and link to pages explaining how all the higher ups in PennyMac left Countrywide before the feds shut them downFunny thing is that PennyMac still works hand and hand with Bank of Ame*** just like Countrywide didIt is a shame they let these business’s get shut down and immediately re-open under another name, scamming and swindling people out of their hard earned money once again
Get back to me when you actually read this instead of posting a generic response
Regards,
*** ***

Complaint:
I am rejecting this response because:
I spoke to someone last WednesdayThe status of my account has not changedHe said he would review my account and call me back on FridayIt is now Tuesday and I have not heard anythingIt should not take over a month to review an issue so minusculeThis is ridiculous
Regards,
K*** ***

PennyMac Loan Services, LLC, (“PennyMac”) strives to provide superior customer service and process all transactions in a timely and accurate mannerThank you for forwarding MsK***’s concerns to our attention and allowing us the opportunity to respondUpon receipt of the Revdex.com
notification, our office is in the process of completing a thorough review of MsK***’s loan to ensure that her concerns are addressed. PennyMac will send a written response in regards to researching her concerns as the issue has been researched and resolvedPennyMac values and protects its customers’ confidential informationDue to privacy reasons, we will refrain from posting any personal information to the Revdex.com site as we do not disclose our borrowers’ personal information

Complaint: 9938574I am rejecting this response because the respondent for Penny Mac failed to address one of my concerns The respondent is correct in asserting that the escrow shortage fee is legitimate I have contacted the party responsible for that oversight and have received my reimbursement Additionally I have updated my automatic payments to reflect the new increased escrow amount The respondent also addressed the inaccurate information I received from one of the customer service representatives, as the respondent put it, "misinformed as to the type of disbursement processed on the loan" What the respondent failed to address were the policies of the Customer Service Representatives that will not allow e-mail or any alternative communication that would provide some convenience to the consumer I asked the representative if she could send an e-mail detailing what was discussed, she said no I asked if she could then just forward my case or file number to my e-mail, she said no She said that they had a policy that would not allow them to e-mail I asked if there were any other means by which I could confirm for my records the topic of our conversation, she said there was not On the Penny Mac website there is a Secure Message Center, I asked if they could send my information via Penny Mac's own secure message center, she said no That is when I asked to speak to the supervisor Because she must have been mistaken, surely if Penny Mac has a secure message center, then its purpose would be to send secure messages to customers But the supervisor confirmed what she said, they could not send a message to me via their own secure message center So through this fiasco I have no records of what transpired They have records (case number 1120118), but I have no records, because they refused to send me anything I find it interesting that this policy is in place, it seems the goal is to keep the customer in the dark (or on the phone for hrs, frustrated and in the dark) I don't mind mistakes, they can be corrected by a decent customer service department if there is adequate communication But this asinine policy of preventing customers receiving any shred of documentation must be rescinded Again I was given faulty information by the first representative, and I never received any type of follow up, or update I had to contact them again weeks later I ask the Penny Mac respondent, what is the Secure Message Center for if not to receive secure messages? It seemed to be an appropriate time to send me some sort of communique A positive step from this dismal experience would be to allow some form of e-communication when a customer and customer service representative conduct a conversation Again I would make the recommendation that it be the Secure Message Center that is already a part of their website The respondent will likely take it into consideration, or management will be made aware, but nothing will be changed, because I suspect they like keeping people in the dark
V/R
*** ***

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review andrespond to MsJ*** concerns.PennyMac strives to provide superior customer service and respond to all inquiries in a timely
manner. Upon receipt of the Revdex.com notification, a PennyMac Representative contacted MsJ*** on June 24, to discuss her concernsThere was no answer on the number provided and a voice mail was left to provide the direct number for the agent handling MsJ*** concernPennyMac will be providing a detail response under separate cover.PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain from posting any personal information to the Revdex.com site as we do notdisclose our borrowers’ personal information

Complaint:
I am rejecting this response because:
I didn't get a callCome on
Regards,
*** ***

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC ("PennyMac") the opportunity to review and respond to MrD***'s concerns
PennyMac strives to provide superior customer service and respond to all inquiries in a timely manner. Upon
receipt of the Revdex.com notification, a PennyMac Representative contacted MrD*** to discuss his concerns regarding the insurance claim funds on July 7, 2016. A detailed letter of explanation will be sent to MrD*** under separate cover within business days.PennyMac values and protects its customers' confidential information. Due to privacy reasons, we will refrain from posting any personal information to the Revdex.com site as we do not disclose our borrowers' personal information

“Thank you for bringing this matter to our attention and allowing PennyMac
Loan Services,LLC (“PennyMac”) the opportunity to review and respond to MrS*** ***’s concerns
PennyMac strives to provide superior customer service and respond to all inquiries in a timely manner. Upon receipt of the Revdex.com notification, a PennyMac Representative contacted MrO***’s to discuss his concerns regarding the release of mortgage on January 4, 2016. A detailed letter of explanation will be sent to MrO*** under separate cover within business days. PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain from posting any personal information to the Revdex.com site as we do not disclose our borrowers’ personal information

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Mrand Mrs***’s concerns.PennyMac strives to provide superior customer service and respond to all inquiries in a
timely manner. Upon receipt of the Revdex.com notification, a PennyMac Representative attempted to contact Mrand Mrs*** on January and February to discuss their concerns. PennyMac has confirmed that the property taxes for both parcels have been paid before the January 31, 2015, due date. An apology letter and letter of explanation will be sent to Mrand Mrs*** under separate cover. PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain from posting any personal information to the Revdex.com site as we do not disclose our borrowers’ personal information

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services,LLC
(“PennyMac”) the opportunity to review and respond to MrB*** concerns
PennyMac strives to provide superior customer service and respond to all inquiries in a timely manner. Upon receipt of the Revdex.com notification, a PennyMac Representative reached out to MrB*** to discuss his concerns regarding the Private Motgage Insurance (‘PMI’) on November 2, 2016. A detailed letter of explanation will be sent to MrB*** under separate cover within business days. PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain from posting any personal information to the Revdex.com site as we do not disclose our borrowers’ personal information