PennyMac Loan Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11508735, and find that this resolution is satisfactory to me. I would, however, appreciate an explanation as to how and why this happened again after the last time I filed a comaint last year for the same reason.
 
 
I very much look forward to hearing from you.
 
Respectfully,
 
S[redacted]
Regards,
S[redacted]

“Thank you for bringing this matter to our attention and allowing PennyMac...

Loan Services,LLC (“PennyMac”) the opportunity to review and respond to Mr. [redacted]’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 Mr. [redacted] to discuss his concerns regarding the escrow account on May 24, 2016.  A detailed letter of explanation will be sent to Mr. [redacted] under separate cover within 30 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. 
Tell us why here...

Complaint: 11575191
I am rejecting this response because:
My issue has not been resolved yet.  I will keep this complaint active and open until I receive either a date when a check will be sent to me, or actually receive a check in the mail to start repairs on my house.
Regards,
B[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11487385, and find that this resolution is satisfactory to me.
They claim they are working on this and will resolve it. Hopefully that is the case. We shall see.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11305789, and find that this resolution is satisfactory to me.
Regards,...


A[redacted]

Thank
you for bringing this matter to our attention and allowing PennyMac Loan
Services, LLC (“PennyMac”) the opportunity to review and respond to the [redacted]’
concerns.
justify;">PennyMac
strives to provide superior customer service and process all transactions
in a timely and accurate manner.  Upon
receipt of the Revdex.com notification, a thorough review of the loan was completed to
respond to the [redacted]’ concerns.  A PennyMac Customer Service
Representative advised the [redacted] on February 7, 2014, that under the
bi-weekly application requirements, the loan had to be paid one month ahead in
order to enroll in the bi-weekly AutoPay service. Review of the phone call on
February 27, 2014, with a PennyMac Customer Service Representative, confirms that
the [redacted] requested to be enrolled in our bi-weekly AutoPay service and would
be submitting an application that day.
As such, the loan was removed
from PennyMac’s monthly AutoPay, which drafted on March 5, 2014, with the
payment applied towards the April 2014, payment, thus paying the loan one month
ahead and enabling it to be eligible for our bi-weekly payment service.
PennyMac received the [redacted]’ bi-weekly AutoPay application on March 6, 2014
to begin drafting on April 7, 2014. The AutoPay was adjusted to bi-weekly
drafting per the [redacted]’ request and a confirmation letter was mailed to them on
March 7, 2014 advising of this.  Further
review confirms that the [redacted] contacted PennyMac’s Customer Service
Department on March 6, 2014 to request a payment refund for the funds that were
applied towards the April 2014 payment. On March 7, 2014, the April 2014
payment was reversed our records confirm a wire in the amount of $1,139.44 was
deposited into the [redacted] bank account on March 11, 2014.  We apologize for the delay in refunding the
payment as PennyMac does not process refund requests on weekends

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC ("PennyMac") the opportunity to review and respond to Ms. I[redacted]'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 Ms. I[redacted] to discuss her concerns regarding the increase in the monthly payment due to the taxes and insurance on September 13, 2016. A detailed letter of explanation will be sent to Ms. I[redacted] under separate cover within 30 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.

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 Ms. Witty to discuss her concerns regarding the property taxes and escrow account on October 7, 2016.  A detailed letter of explanation will be sent to Ms. Witty under separate cover within 7 to 10 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 andallowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity toreview and respond to Mr. [redacted]’s concerns.PennyMac strives to provide superior customer service and respond to allinquiries in a...

timely manner.  Upon receipt of Mr. [redacted]'s concerns regarding the payment of his insurance policy premium, I completed a review of his loan and confirmed the premium was paid to USAA from Mr. [redacted]'s escrow account on August 12, 2015.  A detailed letter will be sent toMr. [redacted] under separate cover.PennyMac values and protects its customers’ confidentialinformation.  Due to privacy reasons, we will refrain from postingany personal information to the Revdex.com site as we do not discloseour borrowers’ personal information.

PennyMac Loan Services, LLC, (“PennyMac”) strives to provide superior customer service and process all transactions in a timely and accurate manner. Thank you for forwarding Mr. [redacted]’s concerns to our attention and allowing us the opportunity to respond.Upon receipt of the Revdex.com...

notification, our office completed a thorough review of Mr. [redacted]’s loan to ensure that his concerns were addressed. A representative from our office attemptedto contact Mr. [redacted], to review his concerns and request an update regarding his draw. PennyMac is in the process of finalizing a written response to confirm the review of the loan as it relates to the status of the draw. 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 ourborrowers’ personal information.

If I had a choice, I would not deal with this company at all. I made a payment online and simply wanted to change the effective date of the payment. Problems, as always, with the website made me question whether the change had been made. I called and spoke with a representative who assured me that the original payment had been cancelled and the new one entered. To my dismay, the original payment was still processed and the money taken from my account. Apparently the rep cancelled my cancellation. It's been 5 days since that payment and I have not yet received a refund, though they fully admit it's Pennymac's error. I made a similar attempt on its website today to change a payment and, just as before, the system is not working properly. I hate, hate, hate this company and hope my mortgage will soon be transferred to another.

To add to what others have said about Penny Mac loan servicing, they are terrible. I have never had any issues with mortgage services over the 10 years I have had my mortgage, until Penny Mac. They have the worst customer service and because there system recognizes your phone number, I get the same customer service rep who is horrible. They have down right lied to me when we needed help paying our loan because my young daughter had a freak accident and I could not work. They told me that they couldn't help me because I didn't have enough money coming in (no genius here, if I had money coming in I would pay it), then when I started working again I asked for help to get caught back up, they told me they couldn't help me. Then they quite sending statements because I had not made a monthly payment. I called and asked for an emailed copy or upload to there message board, they said they were not equipped to do that. This is 2015, they are not equipped to use the systems we all use. They continue to call me about my late payments. I won't even get started on their lack of customer service.

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC ("PennyMac") the opportunity to review and respond to Ms. C[redacted] concerns. 
PennyMac strives to provide superior customer service and respond to all inquires in a timely manner. A detailed...

letter of explanation will be sent to Ms. C[redacted] under separate cover within 30 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.

PennyMac Loan Services, LLC, (“PennyMac”) strives to provide superior customer service and process all transactions in a timely and accurate manner.  Thank you for forwarding Mr.[redacted]’s concerns to our attention and allowing us the opportunity to respond. A...

representative from our office spoke with Mr. [redacted] on February 5, 2015 and discussed his concerns with him.  A detailed letter will be sent to Mr.[redacted] directly with information regarding our research as they relate to his concerns.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.

PennyMac Loan Services, LLC, (“PennyMac”) strives to provide superior customer service and process all transactions in a timely and accurate manner. Thank you for forwarding Mr.[redacted]’s concerns to our attention and allowing us the opportunity to respond. PennyMac is in the process...

of providing a written response in regards to researching his concerns.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 ourborrowers’ 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 Mr. O[redacted]z'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 Mr. Julio O[redacted]z  to discuss his concerns regarding the refinance.  A detailed letter of explanation will be sent to Mr. O[redacted]z under separate cover within 30 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: 10374011
I am rejecting this response because the previously described problems have not been corrected, nor given a satisfactory response.  Nor has the issue of the tardy processing costing me money been addressed. 
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10370252, and find that this resolution is satisfactory to me.
Regards, [redacted]

Thank you,
The business advised since I have already sent the late payment they will cancel the late fee and apply it to the principal of the loan.
[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10287428, and find that this resolution is satisfactory to me.
Regards, [redacted]

PennyMac Loan Services, LLC, (“PennyMac”) strives to...

provide superior customer service and respond all to requests in a timely and professional manner.  Thank you for forwarding Mr. [redacted]'s concerns to our attention and allowing us the opportunity to respond. 
Please be aware that PennyMac follows the Fannie Mae Single Family Servicing Guide when considering a borrower’s request for PMI deletion when Fannie Mae is the investor of the loan.  Part II, Chapter 1, Section 102.05 reads as follows:
“A borrower may request cancellation of borrower-purchased mortgage insurance for any conventional mortgage loan (regardless of closing date) based on original value of the property.  If the borrower’s written request for cancellation includes all of the information necessary to reach a decision about the cancellation, the servicer should determine whether the Loan to Value (“LTV”) ratio of the mortgage loan meets Fannie Mae’s eligibility criterion and whether the borrower has an acceptable payment record.  The servicer must cancel the mortgage insurance if the borrower has an acceptable payment record, the value of the property is not less than its value at origination, and the servicer is satisfied that the mortgage loan meets the applicable LTV ratio eligibility criterion (as evidenced by the servicer’s warranty, a BPO, a certificate of value, or a new appraisal). Fannie Mae will not require the servicer to obtain evidence about the title status of the property.”
Upon receipt of the Revdex.com correspondence, our office completed a thorough review of Mr. [redacted]'s request to remove the PMI from the loan.  Our office spoke to Mr. [redacted] on March 11, 2014 and provided him with a substantive response that addressed his concerns.  Mr. [redacted]'s request is currently under review and a decision will be made upon receipt of the BPO ordered by PennyMac to determine the current property value.  
Request for a refund of PMI Premiums paid was discussed with Mr. [redacted] and an agreement was reached.  PennyMac values and protects its customers' confidential information; therefore, we will refrain from posting any personal information to the Revdex.com Site as we do not disclose such information.