PennyMac Loan Services

Thankyou for bringing this matter to our attention and allowing PennyMac LoanServices, LLC (“PennyMac”) the opportunity to review and respond to Mr. H[redacted]’sconcerns.PennyMacstrives to provide superior customer service and respond to all inquiriesin a timely manner. ...

Upon receipt of the Revdex.com notification, a PennyMacRepresentative contacted Mr. H[redacted] on August 17, 2015, to discuss his concerns.  PennyMac is currently in the process of confirming his insurance policy. Upon resolution,a detailed letter and explanationwill be sent to Mr. H[redacted] under separate cover.  PennyMacvalues and protects its customers’ confidential information.  Due to privacy reasons, we will refrain fromposting 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. [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] on February 24, 2015, to discuss his concerns regarding billings statements, fees, and taxes.  A detailed letter of explanation will be sent to Mr. [redacted] 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.

Dear Revdex.com,
I would like to recast my loan, but PennyMac will not send the correct documents to me. The documents must be signed by a notary, but they are missing the entire half page with the "notary statements" and she would note sign the documents. I brought up this issue with the mortgage company, but they fail to see a problem and have given me the run around. I'm not sure how to fix the problem as the deadline is upcoming and they have not provided the revised documents.
Customer service is terrible. Wait times on the phone take forever and it takes more than two days to get a response via email.

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC ("PennyMac") the opportunity to review and respond to Mr. S[redacted]' 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. S[redacted] to discuss his concerns regarding his insurance payment on January 14, 2016. A detailed letter of explanation will be sent to Mr. S[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 William [redacted]’s concerns...

to our
attention and allowing us the opportunity to respond. 
Upon receipt of Mr. [redacted]’s complaint, a thorough review of the
loan was completed.  During a telephone
conversation between Mr. [redacted] and PennyMac on May 21, 2014, transaction
histories from Bank of America and PennyMac were discussed in detail in regards
to payments received and applied to the loan. 
Mr. [redacted] was also advised of all the correspondence received by
PennyMac since servicing began, and a response to this matter was already
addressed in a letter he was mailed dated February 6, 2014. PennyMac has
informed William [redacted] that a correction of his credit will not be submitted;
however, as a gesture of good will, PennyMac has agreed to waive two late
charges.
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]' concerns to our attention and allowing us the opportunity to...

respond. Our office contacted Mr. [redacted] on November 25, 2014, to confirm receipt of the notification received from Revdex.com.  Please be advised a PennyMac Priority Complaint Specialist is in the process of obtaining additional information and conducting a review, in order to sufficiently address Mr. [redacted]' concerns.  We appreciate Mr. [redacted]' patience while PennyMac continues our review.  Mr. [redacted] has been provided the direct contact information for a Priority Complaint Specialist, should he have any questions or concerns in the meantime.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 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] on November 20 and November 21, 2014, to discuss his concerns.  Mr. [redacted] was provided with a substantive response that addresses his concerns. PennyMac provided Mr. [redacted] with his new monthly payment amount as well as information regarding his concerns  with his escrow account.  A letter of explanation will be sent to Mr. [redacted] 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 Ms. [redacted]’s concerns.
PennyMac strives to provide superior customer service and process all requests in a timely and efficient...

manner; however, do to the sensitive nature of the borrower’s concerns, we must refrain from providing a detailed response to the Revdex.com regarding this matter. Please be aware that our office was able to speak with Ms. [redacted] on April 3, 2014 to address her concerns. A substantive response will be provided to Ms. [redacted] upon the completion of a thorough review. PennyMac will continue to work with Ms. [redacted] to ensure that all her concerns are addressed and resolved.
PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain from posting any substantive responses to the Revdex.com site as we do not disclose our borrowers’ personal information.
Thank you for allowing me the opportunity to be of service.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed]
Complaint: 10928994
I am rejecting this response because: 
I have not received a call from the business "PennyMac" as they state on their response. I do want to talk to someone from the escalation department, to discuss the solution I requested of refunding my escrow monies, as of a result of a bad business process gap taken place at the time of the mortgage sale between "JP Morgan Chase" Seller and buyer "PennyMac".
Regards,
[redacted]

Complaint: 10182087
I am rejecting this response because: I am still receiving conflicting information. I was told I would have the extra funds in escrow placed toward principal and then I get a secured message through their system that it was denied the next day. 
Regards,[redacted]

Complaint: 9908597
I am rejecting this response because:  My concern has NOT been addressed in the response.  Why is there a fee of $15 for call in paymnets?  I have no proboem with any late fees and legal fees.  My concern, again, is the legality and the
empathy shown for people who find it more convenient to call in the payments with an electronic check authorization.  Where I live it takes mail several days to reach California (7+).  Please exempt people in my situation as quoted in the BR from such SERVICE FEES.  I have dealth with mortgage companies (not all banks ) for over 50 years and this is the ONLY company with this fee. 
Regards,
[redacted]

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Mrs. L[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 Mrs. L[redacted] on July 21, 2015, to discuss her concerns.  Mrs. L[redacted] was provided with the direct contact number of the agent who will be reviewing his concern.  A letter and letter of explanation will be sent to Mrs. L[redacted] 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.

Worst mortgage company I've ever worked with as a contractor. To begin with, they don't have a way you can email the veritable mountain of paperwork they require in order to release the insurance proceeds for repairs. You MUST fax it. Which is unreliable as it means that a human is sorting faxes to individual files. Then you have to wait 2 business days for them to "upload" everything. Oh and if they fail to do so, you have to start the process all over again. This kills so much time when trying to start a job. Gods forbid that the job requires repairs before snow starts falling!
Secondly, the phone reps seem ill equipped to answer the most basic of questions. If I'm just making a call to see if they received our faxed documents, I shouldn't have to be transferred between 5 different departments to get a "yes" or "no." Oh, and forget asking if they've process these documents yet or if they've been accepted as a contractor for your customer. You'll never have enough authorization from them to get an answer.
Long story short, they're a contractor's nightmare when trying to simply confirm paperwork. But then again mortgage companies like this sad, pathetic one put all of these hurdles in the way so that they can hang on to insurance repair money longer. All of that interest adds up to millions of dollars a year and it's practically criminal.

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]'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. C[redacted]  to discuss his/her concerns regarding the application of her payments.  A detailed letter of explanation was sent to Ms. C[redacted]  under separate cover on November 13, 2015.  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 Ms. P[redacted]’s concerns to our attention and allowing us the opportunity to respond.Upon receipt of the...

Revdex.com notification, our office is in the process of completing a thorough review of Ms. P[redacted]’s loan to ensure that her concerns are addressed.  PennyMac is in the process of conducting a full review of Ms. P[redacted]’s concern, and will send a written response in regards to researching her concerns once the issue has been researched and reviewed.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 borr[redacted]s’ 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. Please be advised Mr. [redacted]'s wife/co borrower has been in contact with a Priority Complaint Specialist at PennyMac regarding their request for cancelling their private mortgage insurance ("PMI"). She was able to confirm that their questions and concerns were addressed during our telephone conversations with her on January 16, and 22, 2015. The PMI was cancelled effective January 12, 2015, and the monthly mortgage payment has been updated effective for February 2015. We appreciate Mr. [redacted]'s patience while PennyMac finalizes a written response to mail to Mr. [redacted] confirming the PMI cancellation.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.

Terrible customer service. I received a letter stating I didn't have insurance and that PennyMac purchased insurance for me. I DID have insurance and my provider did send PennyMac confirmation. When I called to make sure they received the confirmation I just got the run around. I finally got a manager, [redacted], and he was no help at all. This is such a crappy company, they by insurance that you did not authorize and charge you for it even though you have insurance and then don't help when you call.. Sounds like an unethical company to me.

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and...

respond to Ms. N[redacted]'  concerns.
PennyMac strives to provide superior customer service and respond to all inquiries in a timely manner.  Upon receipt of the Revdex.com notification, our office completed a thorough review of Ms. N[redacted]' loan to verify the status of her request.  Our office attempted to contact Ms. N[redacted] on January 16, and January 17, 2014 without success.  While we were not able to speak to Ms. N[redacted], our office was able to confirm that Ms. N[redacted]' request to expedite her refund was processed.  
Additionally, our office also processed Ms. N[redacted] request for a refund of fees.  A check was issued and mailed to Ms. N[redacted] on January 22, 2014.  An apology letter explaining the situation was also sent to Ms. N[redacted] 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.

PennyMac is the WORSE company I have ever had to deal with. Their Customer Service (in each department...Taxes, Insurance, etc...), if you can even call it that, is such crap and I have been in Customer Service for over 14years. No mater how you contact the Customer Service Department, via the online message center or over the phone, YOU WILL GET INCORRECT/WRONG INFORMATION EVERY TIME and from multiple reps no less. No one will give you the same information twice and each time they say they have "resolved" an issue, you can bet money on it that it hasn't been resolved, its only been ignored. I will NEVER recommend this HORRIBLE company to anyone. Praying my mortgage gets sold to ANYONE else.

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services,LLC (“PennyMac”) the opportunity to review and respond to Mr. H[redacted]’ 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 Mr. H[redacted] to discuss his concerns regarding the increase in his payment amount.  A detailed letter of explanation will be sent to Mr. H[redacted] 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 ourborrowers’ personal information.