PennyMac Loan Services

As you can clearly see by the responses, all of them negative, this company is truly a joke. I have recently received notice that they have not received any payments for my mortgage since before July 2015. None. None at all according to them. None in 7 months. Except that they have received one every month. Every single month. Now they want $8000 + in order to not foreclose. Anyone see a problem with this scenario?

This is, by far, the WORST customer service experience I have ever had with any company ever! My property taxed increased and it took 3 months to resolve the matter (even after I got the township tax assessor involved directly to prove what the proper tax amount should have been). I was promised several return phone calls and only once did I receive a call back - 3 days after the promised date and 2 days after I called back. I'm in the process of refinancing; I'm not saving a ton of money by doing so but just the prospect of getting away from Pennymac was enough reason for me to refinance. I even told my mortgage consultant to NEVER use them if given the opportunity. Definitely would not recommend them to anyone.

Review: DO NOT GET A MORTGAGE OR REFINANCE WITH PENNYMAC LOAN SERVICES UNTIL YOU READ THIS! My husband and I got our original mortgage through Green Tree. After five years, we received a notice in the mail that PennyMac was offering lower interest rates so we ended up refinancing in October 2013. We had asked PennyMac to to give us the same set-up as we had with Green Tree, which was to include our home owners insurance to the monthly mortgage payments. They failed to do so, so we continued to pay the home owners insurance on our own. On March 9, 2015, I received a letter from PennyMac that they purchased home owners insurance on my property in the amount of $4,246.68 which they placed on my home in October 2014. Naturally, I called PennyMac to clear the situation up, but instead I was subject to being either transferred from department to department several times, with no one knowing what they were talking about, to being placed on hold for several minutes until I eventually got frustrated and hung up. I wrote a letter to PennyMac, and they said they reviewed my contract and it showed that I didn't have "Hurricane Insurance" only "High winds" and that I had let my homeowner's insurance collapse. Not true... (Have all the documents to prove it and my insurance company faxed my documents to various individuals at PennyMac on several occasions to verify the same.) Also at the time of closing, the Hazard Insurance Authorization Requirements form from PennyMac did not state that "hurricane" coverage was an insurance requirement for escrow of funds. There is no right under the existing mortgage for PennyMac to collect insurance funds without notice to the borrower indicating these new charges. There was never any notice sent to us with regards to placing this insurance on our property either. In fact the insurance provided by us was deemed sufficient and there was no escrow requirement for hurricane insurance imposed upon this loan.On April 13, 2015, I wrote to PennyMac once again requesting for a master copy of the forced placed insurance policy and proof from PennyMac that the premium charged to me was in fact paid by PennyMac. There has been no response to this simple request.Finally, I was left with no choice but to hire an attorney. And every month they continue to spin their wheels telling us that it is in review status. I figured that I would first report them to the Revdex.com and Consumer Reporting. If they continue to spin their wheels, and not drop these ridiculous charges, we will be left with no other alternative but to sue PennyMac for unfair and deceptive trade practice as well as a Fair Debt Collection Practice violation. So I ask you? Do you really want to deal with these issues? Then consider this my gift to you.Desired Settlement: Drop the amount of $4,246.68 regarding the forced placed insurance policy. Show proof that they purchased such policy on our property. Allow me to continue to pay my mortgage without the "hurricane" coverage, and to maintain my original monthly mortgage payment of $1516.29 a month. Correct all 'credit reports' and reimburse me for all my attorney fees. PennyMac is clearly in violation, so they need to correct this matter immediately before a law suit is pursued against them.

Business

Response:

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. M[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. M[redacted]’s loan to ensure that his concerns are addressed. PennyMac representative will send a written response in regards to researching her concerns as the issue is currently being researched and will be resolved.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.

Consumer

Response:

Review: 10817754

I am rejecting this response because:I am rejecting their response. They have been "Investigating" this matter for months. And all I have gotten from PennyMac is the run-a-round by either phone, or letters stating that "we are reviewing your case." PennyMac has been attempting to explain the mechanism on how the forced insurance was placed upon my property, but nothing they claim has made any sense. They have ignored requests, which appears to be an omission by intention and does not constitute a full response to mine and my attorney's requests. Even their response to the Revdex.com is vague. Bottom line, PennyMac is cheating homeowners out of their money by placing these "forced placed insurance" policies on their property, then telling the homeowners they owe them the money. PennyMac hasn't forwarded a master copy of the insurance they placed on my property. So they can say I owe this money, but bottom line, they can't prove it. Many homeowners would just pay the money, and then PennyMac can pocket it. Where is the proof that you purchased over $4,000 dollars in homeowners insurance for my property PennyMac? PennyMac needs to be fully investigated for their unfair and deceptive trade practice. If they do this sort of thing to one homeowner, chances are, there are many others. Shame on you PennyMac!

Regards,

L[redacted]

Business

Response:

PennyMac is currently in the process of concluding our investigation of Ms. M[redacted]'s concerns. A detailed letter of explanation with the results of our research will be sent to Ms. Malakaua within the next 5-7 business days. As the information provided to the Revdex.com is not private, we are unable to provide specific details via the Revdex.com portal. Should Ms. Malakaua wish to speak with the PennyMac representative assigned to her case, please feel free to contact us at ###-###-####.

Consumer

Response:

Penny Mac states they are coming to a conclusion to their investigation. Doubt it! It will probably be the same conclusion that they have made a few times before already. Their responses/conclusions have become redundant after several months of going back and forth with them. My attorney is even discouraged. Bottom line..Penny Mac is trying to change a mortgage contract that has already been signed, sealed and recorded. This company is a joke! They take your money and once you buy in, they could give a darn about you after that. Regarding Penny Mac staff... the right hand is definitely not feeding the left hand. Try reaching a representative and then another and see if you get the same answer! Better yet, call over there and see how many times you get transferred from office to office. No one is working on the same page over there. It is pathetic! Again, I encourage all potential homeowners and homeowners to stay clear from Penny Mac. You do not deserve to go through what I am going through. All of this after my husband's passing in January 2014. No compassion, no empathy, just deceit and fraud. Like I said before...if they will do it to one homeowner, how many more are out there? This company needs to have their records investigated!!! This is how homeowners lose their homes. Don't take the chance. I strongly encourage you to steer away from Penny Mac! Seriously, who needs this aggravation??

Review: Our March payment of 544.76 has not been credited. I have called them several times with the information that I am about to give you and the information was mailed to them. The check cleared on March 17th. The check number is 4**8 for the amount of 544.76 and the routing number is 0[redacted]. The check was mailed on March 10 to the Dallas branch. For the last several months I have not been receiving mortgage statements until after the mortgage is due so I have been making my own statements. It has been taking 3 weeks or longer for may payments to be posted. I have called many times about this and I been told by almost everyone that the weather has been bad or it might be my mail service. However, my March payment arrived in several days and was paid on March 17 by electronic check. I have checked online and I have found that many people across the nation are having this and other problems with Pennymac.Desired Settlement: Proper credit for payments.

Business

Response:

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. PennyMac confirmed that Mr. [redacted]’s

payment was located and applied to his loan on April 9, 2014, with an effective

date of March 18, 2014, to ensure that he received proper credit on the

loan.

A representative

from our office called Mr. [redacted] on April 21, 2014 to discuss his

concerns. A message was left with our

representative’s contact information should Mr. [redacted] have additional

questions or concerns he would like to discuss.

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 worst mortgage company I have ever worked with! Bank of America sold my mortgage to them and it has been a nightmare every since. They send my payment slip days before it is due which forces me to send in a blind payment before I see the bill. I've had to resend another check because they will raise my payment for stupid reasons and I don't see it until I've already sent my payment in. They have lost my payments but thank goodness for online banking and I can prove when I sent the payment and that they cashed it because they put it on the wrong account!!!! And forget talking to a rep on the phone who has any understand what is going on in the company because they are all clueless. My last struggle would be FEMA flood insurance. I bought my house 4 years ago and never had to have flood insurance. PennyMac says I do even though FEMA flood lines have not changed in 7 years. I go ahead and get my own insurance and they STILL buy flood insurance for me and raise my bill. I try to call and the first girl hangs up on me before I can ask a question but after spending 5 minutes verifying who I am. I call again and the other girl is a total bh and keeps repeating they have my Flood insurance proof but will not address the issue that PennyMac has also purchased another policy for me (at a higher rate) and my payments will be going up. This company sucks!!!!!! Get away from them as soon as you can.

Review: Penny Mac bought out my mortgage from Bank of America on July 1 or 2, 2015. On June 26 I made an early mortgage payment (for July) not realizing they were about to be bought out. Penny Mac did not give me credit for this payment saying that it was supposed to go for June, and keep telling me that I am 1093.00 behind on my mortgage. I have sent them documentation from the bank proving that I made that payment, as a matter of fact I sent them a record of payments that I made over the past year so they would have it and be able to assess the situation. I have been through at least 8 customer service representatives, have sent at least 5 messages in their message center on their website, and have requested 3 times to have a manager call me (which no one has). Just today I got a phone call from them, and when I said "yes I accept the call" thinking they were going to sort this whole thing out, they transferred me to a girl who had no idea why they were calling me. She gave me incorrect information saying that my account was up-to-date, but when I went on their website to confirm it still said I owed 1093. due September 1. (I already made my Sept mortgage pmt on August 31). I am beyond frustrated and have been dealing with person after person for 2 months and have yet to get an answer.Desired Settlement: All I want is to be credited for the payment that I made on June 26 for $1111.36 and for my account to be updated as current. I want to make sure that there is NO bad report on my credit saying I was behind because I never was.

Business

Response:

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. E[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. E[redacted]’s loan to ensure that her concerns are addressed. On September 17, 2015 a PennyMac representative called Ms. E[redacted] on the telephone numbers on file to discuss her concerns. PennyMac is currently in the process of a review of her concern, and will send a written response in regards to researching her concerns one the issue has been researched and resolved. A representative has contacted Ms. E[redacted] to advise her of this information.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.

Review: On several occasion I have sent in my payment with extra money for the principal. I fill out the correct boxes provided on the statement, even wrote separate checks. Penny Mac has taken the money an applied it to the mortgage monthly payment and not the principal.This in turn has screwed up my payment schedule. I've called, and everytime I get a different answer. Today is the 9 of Sept 2015 and I still haven't received a statement.I called Penny Mac and was told it was mailed on the 14th of August.I called on the 26 of August asking where my statement was, I was informedI wouldn't get one until October. Two different answers.And they still haven't applied the money to the principal correctly!Desired Settlement: I was given a cr CN 3[redacted]54 which means nothing.I asked the attendant, about it, was told' "she can't answer for other people that talked to me"I want my bill sent to me, in the correct manner, and on time.If I were late, they'd charge me a late fee.

Business

Response:

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. S[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 Mr. S[redacted]’s loan to ensure that his concerns are addressed. On September 10, 2015 a PennyMac representative called Mr. S[redacted] on the telephone numbers on file to discuss his concerns. PennyMac will send a written response in regards to researching his concerns as the issue has been researched and resolved.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.

Review: I went online to http://PennyMacUSA.com to make my payment (January 2014 payment) and set it up for the due date (1/1/2014). On 1/3 I noticed the payment had not been drafted from my checking account. I did not think much of it; they would take the money out when they wanted to. I was called on 1/6 at 6:53 p.m. by E[redacted] (ext. 8172). E[redacted] told me there was a problem with their software and that they were going to bill me for two mortgages instead of one. I asked if she would hold while I checked my bank account. Got 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 either. I told her since it did not go through to just cancel the payment. I could not afford to have another $830 taken out of my account. E[redacted] 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 1/7 I go to work and pull up my banking account sure enough there are two charges for my mortgage. I call E[redacted] back, she informs me that she already knew this has occurred and have overnighted my check to me. Ok, great the check should be here when I get home. I also inquire about what to do if I incur any over draft fees. She 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 fees. So, 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 number. Afternoon of 1/7, check the mail but there is no check. Call Penny Mac back but E[redacted]s extension is not working. I 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 sent. I sit on hold for a while to have come back and say the checks were mailed out last night, via regular snail mail. She 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 check. She then mentions they close at 11a.m. on sat and the mail will come late so never mind because no one will be there. I wait until Saturday (1/11) at 3:45 p.m. when the mail comes. Check the mail, no check. I was promised that the check would be here by this day and it is not. 1/13 I call Penny mac as soon as they open (8:00 a.m. central). My call is answered and I ask to speak to a manager. I am put on hold for approximately 20 minutes. A manager (T[redacted] ext. 5114) answers the phone. I again explain my situation for the 5th time to a new person. He 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 them. I needed to purchase firewood but could not because they had stolen money from my account. People who sell wood generally do not accept checks or credit. It was 6 degrees in Tennessee and my heat pump could not keep up. I now have a cold because of this ordeal. They do not care. They also said it would arrive 7- 10 business days for delivery. If 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 thing. I also found a report if it having happened last year. This means they have known about this computer glitch for at least two years and have done nothing to remedy the situation.Desired Settlement: My extra mortgage they stole from me and 200 dollars for damages. Or my extra mortgage they stole from me and whatever the fine for theft of under 1000 dollars is in the state of California to be paid.

Business

Response:

PennyMac Loan Services, LLC (“PennyMac”) strives to provide superior customer service and respond to all inquiries in a timely and efficient manner. Please allow me to begin by apologizing for the frustration or inconvenience this matter caused you. Your comments and concerns are greatly appreciated and please be assured that Senior Management was apprised of your feedback.

Upon receipt of the Revdex.com notification, our office completed a thorough review of the loan’s account activity to verify the payments applied to the loan. A PennyMac representative contacted Mr. S[redacted] on January 16, 2014, to discuss his concerns and provide him with a substantive response addressing those concerns.

A follow up conversation was held with Mr. S[redacted] on January 17, 2014. Mr. S[redacted] was advised that his request to expedite his refund was processed with funds being wired back to his account. The wire included the reimbursement for an incoming wiring fee of $15.00. Mr. S[redacted] was provided with the wire confirmation number for tracking purposes.

PennyMac understand the frustration and inconvenience a situation of this nature can cause a consumer. An apology letter explaining the situation and confirming the refund was mailed to Mr. S[redacted].

Business

Response:

Thank you for allowing us the opportunity to respond to Ms. S[redacted]'s additional concerns.

Review: My uncle died on June 25, 2015. He had an account with Penny Mac in Portland, Oregon. I have had his cell phone since his death. Since then, Penny Mac has called 2-3 times per week asking for him. The number calling is 866-599-3409. I have repeatedly explained that he is dead, I have given them the contact information for the lawyer handling his estate, and they keep apologizing and claiming they will take the cell number off their list, and I keep getting calls for him up until this very morning in November. I am exceedingly tired of their harassment and ineptitude. Surely a business this size can make adjustments to their database.Desired Settlement: I want the cell phone information removed from their system and I would like some respect for the dead. They can contact the lawyer with the information given repeatedly in order to settle the estate issues.

Business

Response:

Thank

you for bringing this matter to our attention and allowing PennyMac Loan

Services, LLC (“PennyMac”) the opportunity to review and respond to Ms. H[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. H[redacted] on November 5, 2015, to discuss her concerns. Ms. H[redacted] was provided with a substantive

response that addresses her concerns.

A letter will be sent to Ms. 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 our

borrowers’ personal information.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10939194, and find that this resolution is satisfactory to me.

received a call from Penny Mac the day I filed my complaint here. They then sent me a letter claiming they had not received formal notification that my uncle had died. I had provided the name and number of the lawyer in charge of the estate more than once. Also, according to my aunt (sister to the uncle) who is in contact with the lawyer, the lawyer had contacted PennyMac. However, I am just relieved that the harassment seems to be over. Thanks for your help.

Regards,

Pamela Hulton

Review: This company has purchased my loan has let my windstorm coverage lapse. After numerous phone calls to the company by my insurance agent and myself a check was finally sent. They have now put a stop payment on that check and again I am not covered. The ability to speak to anyone that is able to give me answers is impossible. They stated that they are unable to wire the funds nor overnight a check. How, with current technology, is a company unable to get money to insurance companies faster than 12-14 business days? At this point, they have held my money (escrow) and have let my coverage expire. Absolutely uncalled for and getting them on the phone is even worse.Desired Settlement: Pay my bill then pay for the costs to refinance my loan elsewhere.

Business

Response:

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.H[redacted]’s concerns to our attention and allowing us the opportunity to respond. A representative from our office called Ms. H[redacted] to advise PennyMac is in the process of researching her 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.

Review: Penny Mac is my mortgage company. I have an escrow account attached to my (). In the beginning April Penny Mac received a bill for my Windstorm Insurance (I Live in a hurricane prone area). I am required by Penny Mac to carry 3 policies, Windstorm, Flood and Homeowners. Penny Mac assured us and our insurance agent a check was being overnighted on April 17 just days before my policy expired. After several days and HOURS on the phone we finally got the check sent- Overnight took a week???? My insurance company sent the check to Texas Windstorm and when the check was processed the bank refused to pay and declined the check.Our insurance agent called and told us what had happened again after hours on the phone last week we were told a check would be overnighted. The check has not arrived. I called Penny Mac and was told the check had not even been cut yet to mail. I am without Windstorm insurance due to Penny Mac's incompetence. I paid the money for my escrow and am totally being lied to and am in fear a storm will come and I will not have coverage.I have explained this MULTIPLE times to Penny Mac and they seem not to care or understand.Desired Settlement: I want Penny Mac to wire the money for my insurance today. I have paid for it and have spent hours talking to the Penny Mac Insurance Dept as well as customer service.

Business

Response:

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. C[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 Ms. C[redacted]’s loan to ensure that her concerns are addressed. On May 19, PennyMac confirmed that the payment for her Windstorm policy had been sent. 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. A detailed letter of explanation will be sent to Ms. C[redacted] under separate cover.

Review: On 11 Jan 2015, I had flood damage to my house, and my insurance company sent several checks to be endorsed by my wife, my mortgage company, and me. The funds were placed in a restricted escrow account by PennyMac and I received an initial disbursement of $3,434.19 to begin repairs, although I had already spent twice that amount out of pocket at that point. I am supposed to have an inspection done when repairs are 40% complete and again at 90% to receive additional money. To date, I have had one inspection (12 Feb 2015) that determined my repairs were 80% complete, but PennyMac refuses to issue me any further payments. Every time I call in to find out why they can't give me another check, they come up with a missing document or lack of upper management approval for payment. Every time I supply the documents or request upper management approval, but I still have never received anything more than my initial payment. I am currently out of pocket over $10,000 because the repair process has to continue, but PennyMac has completely hijacked the remainder of the funds, even though my account has always been in good standing.Desired Settlement: I need PennyMac to give me what is mine anyway and stop holding my money hostage. This amount of money does not mean anything to a company of their size, but I can assure it is causing a tremendous negative impact on my family's financial situation.

Business

Response:

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 the Revdex.com correspondence, Mr. [redacted] was contacted on April 14, 2015, to discuss his concerns.Mr. [redacted] has been provided with the direct contact information for therepresentative assigned to his account. PennyMac is currently in theprocess of researching the release of loss drafts disbursements and a letter of explanation will be sent to Mr. [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.

Review: Here is my last and final email to them: Immediate action required,I have personally spent over 10 hours of my time on the phone with incompetent employees who continue to pawn me off onto other employees for an "answer." There were 3 payments made to insurance companies made by your company this year, obviously, only 1 was supposed to have been paid. I called when I received the Annual Escrow Account Disclosure Statement and supposedly it was fixed on 3/2/2015 by employee [redacted] and her direct supervisor. Here is the breakdown:$2139.00 paid to Family Security Insurance (we do not have a policy with them)$2856.68 paid to USAA (correct payment)$3856.68 paid to USAA( wrong payment but correct company)I went out of my way and contacted Family Security who sent me a refund in which when I spoke to your employee [redacted], stated that I would forward that with next months mortgage payment of $903.86 and that side would be fixed. She also stated that PENNYMAC was refunded the $3856.68 but the escrow account just needed to be updated. However, I just received 3/23/2015 a statement of owing $1545.01 which shows a larger payment due because of escrow. I spent today 15 minutes on the phone with an employee, [redacted] who said he was transferring me to his manager. I was rather put back on the main line and pawned off. Another 14:07 minutes an employee, Charity answered who said she would get her supervisor on the line because she didn't know and I wouldn't have to wait. Another 21:00 minutes went by and an employee, [redacted] got on the phone whom I spent over 22:48 on the phone with and nothing was accomplished. He was reading incorrect numbers that didn't even match the escrow statement back to me and kept saying we just needed to pay it all but couldn't explain further. He then decided after that amount of time I would need to speak to someone else in Insurance because he didn't know.Obviously, nobody has time for 70 minutes + on the phone on a work day, considering this is not the first time I have called and there should have been notes on the computer. PennyMac has 48 hours to fix this. As you can see, this is a [redacted]er of fraud and this has been CC to multiple companies such as the Revdex.com, Consumer Financial Protection Bureau, etc so you cannot pawn me off as everyone else in your company has.You can directly send me the updated annual escrow amount toDesired Settlement: DesiredSettlementID: Refund

PennyMac needs to immediately update our payment and escrow amount and not continue to lie about payments made upon their part and refunds made by the companies as I have proof. They need to put those refunds into our escrow account rather than trying to charge us for their mistakes.

Business

Response:

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 Mrs. [redacted]’sconcerns to our attention and allowing us the opportunity to respond. PennyMac is in the process of sending a written response in regards to researching her 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.

Consumer

Response:

Review: 10546945

I am rejecting this response because:They sent a letter saying they were investigating my issue and charges and would not bill for the monthly statement upcoming until handled, then 3 business days later they drafted out $639.00 OVER my monthly amount. I have yet to be able to contact them, I have spent hours on hold waiting and have emailed their services with no contact. I will now be filing fraud against them with a lawyer.

Regards,

Business

Response:

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 Mrs. [redacted]’sconcerns to our attention and allowing us the opportunity to respond. PennyMac is in the process of sending a written response in regards to researching her concerns. A representative from our office has been in contact with Mrs. [redacted] and has addressed her 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.

Review: On 3/18/2014 I tried to change insurance companies. Using a VA loan you are required to have insurance paid through a third party. After numerous phone calls to Penny Mac with my insurance agent we still have not recieved a payment for the premium. This started on 3/18/2014 and on 5/8/2014 I had to make a payment for the premium myself to keep my insurance from canceling. On 5/08/2014 we, my insurance agent and I, made a conference call to a supervisor in the insurance dept of Penny Mac. This supervisor said she would send payment over night. To date there has been no payment made from Penny Mac to Nationwide. I did everything I was supposed to in a timely manner and have continued to pay my mortgage on time. The lying and incompetancy at Penny Mac is deplorable. It was a simple task, all they had to do was pay the premium to Nationwide insurance out of my escrow account, and after nearly 2 months they have not accomplished this.Desired Settlement: I want them to do their job, pay the amount requested to Nationwide so I will have insurance on my home.

Business

Response:

Upon receipt of the Revdex.com’s and CFPB’s correspondence, our office completed a thorough review of Mr. [redacted]'s loan as it relates to his homeowner’s insurance policy. According to our records, the homeowner’s insurance declaration page was received from Nationwide on March 31, 2014. However, our system was not updated with this policy information as his homeowner’s insurance was active with Rockingham Mutual at that time. The cancellation notice was received from Rockingham Mutual on April 9, 2014 and updated in our system accordingly. As such, a notice was mailed to Mr. [redacted]'s attention on April 10, 2014 requesting proof of homeowner’s insurance. PennyMac has confirmed that he spoke with our Insurance Department on April 14, 2014 requesting the Nationwide policy previously received to be updated on the loan as the current homeowner’s insurance.

On April 24, 2014, PennyMac received a cancellation notice from Nationwide advising that a premium, in the amount of $542.00, was due as of March 18, 2014. As a result, the premium was disbursed from [redacted]'s escrow account on April 25, 2014. Please note, the insurance company may require additional processing time. Additionally, the disbursement was sent to Nationwide by standard mail.

Furthermore, our records indicate that he requested a check to be sent overnight on May 5, 2014 to Nationwide for the premium due as the check PennyMac disbursed on April 25, 2014 was not yet received. The Customer Service Representative suggested allowing additional time for the check to be received before placing a stop payment on the disbursement check. On May 14, 2014 the insurance agent, Mary, requested a check be sent via overnight mail. The request was declined to allow sufficient time for the check to be received and applied by Nationwide. Please be assured, PennyMac has confirmed that Mr. [redacted]'s premium was paid in full on May 15, 2014 and the homeowner’s insurance policy is currently in effect with Nationwide until March 18, 2015. v

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10049097, and find that this resolution is satisfactory to me.

However, we were told numerous times that they would overnight the check and I did face cancelation from Nationwide insurance because of Pennymac's slow pay. I think that should be noted. Reguardless it's paid it's over. I don't have to spend my lunch breaks on the phone with Pennymac and Nationwide now.

Regards,

Review: I mailed my house payment on the 5th of feb. they didnt cash my check till the 18 so they can charge me a late fee. they have done this 2 months in a row. now im going to send my house payment crertified only. this is ridiculousDesired Settlement: no more late fees and credit score issues pertaining to this matter

Business

Response:

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. We are in the process of investigating the matter and provide resolution as it relates to his request to waive the late fees of $103.98 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.

Review: I sold my house I had an escrow check coming.They mailed it to the address of the house that I sold. When the title company and myself sent and called to let them know the new address to send the check to. I called to see how long it should take to receive a refund check, when I was informed that it had been mail to the address of the house that was sold. I called and was told that there would be a stop payment place on the check and one would be reissue. That was in November of 2014 it is now February of 2015 I have called at least twice a month, and have been giving the run around. I've ask to speak to a supervisor and was refused.Desired Settlement: Please send me my refund

Business

Response:

PennyMac Loan Services, LLC, (“PennyMac”) strives to provide superior customer service and process all transactions in a timely and accurate manner. Thank you forforwarding Mrs. Cook's concerns to our attention and allowing us the opportunity to respond. We are in the process of investigating the matter.PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain from posting any personal information to the Revdex.com siteas we do not disclose our borrowers’ personal information

Review: This summer of 2015,I had a mishap with one of my best jobs. As a result, my income decreased dramatically, in addition with other family mishaps. In august 2015 already couple of payments behind,I called PennyMac to request a loan modification to which they agree.So for the past 4 months I was gathering the documents requested and was faxing them.I was also calling my initial mortgage officer to no avail. No returning calls and not responding to emails.I faxed them documents for a total of 5 times and 2 times the documents were lost.The last one took place on 12/17/15 when I faxed them the last documents requested. After that, I received a note saying that the loan was not approved and not the house is in foreclosure. They only way I can save the house is to pay everything plus fees and lawyers fee for the foreclosure to amount more that 16000.So I begged my current husband who is active military and friends to gather the money. I find it very unfair that I have to pay the attorney fees for the foreclosure in order to save my home.The fact that they did not receive the faxes, shouldn't be something I am penalized for.I even asked them to scan and email them the documents and they denied. They know everything that happened to me this year and last year and I find it unfair that now I have to pay the attorneys fee for a foreclosure that will not go through.Also,I shouldn't be penalized if they did not receive the faxes. Had they communicate this to me early, I would go and refax them as many times needed. I understand they want the money and I feel horrible that I am in this situation and not current with my mortgage, but proper communication is the key and in this case, communication laced dramatically.Desired Settlement: I am requesting to not be responsible for the legal fees for foreclosure. I am going to pay a huge amount of money, I expect some leniency from them, especially after the fax issues and the no communication on their behalf to let me know the status so I can do whatever it takes to make sure they receive everything they need. Yes, they agreed to help me out and I also sent all documents requested.The fact that they didn't receive them and didn't let me know so, should not be a reason for fees

Business

Response:

Thank you for bringing this matter to our attention allowing PennyMac Loan Services, LLC ("PennyMac") the opportunity to review and respond to Ms. K[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. K[redacted] to discuss her concerns regarding loss mitigation assistance on January 6, 2016. A detailed letter of explanation will be sent to Ms. K[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.

Review: PennyMac Loans sends the statement out late in an obvious attempt to receive the payment late and charge the customer late fees. Each month I don't receive the loan statement until after the date it's due. For example, usually I'll receive the statement at my house on the 3rd but the due date is the 1st. There's literally no possible way to pay the bill on time with this billing system.

I've called PennyMac Loans multiple times to resolve the issue, and they give me the same tired explanation. They say that they use an outside company for billing, so they have no control over when the statements go out. They say that there's other options for payment such as with a debit card over the phone or online, but I don't want to pay with other options. I want to pay with a check. All I'm asking is to get the statement sent to my house at least a week in advance of the due date. Just like every other bill does.

PennyMac Loans is either being predatory in an attempt to rack up late charges, or they are willfully indifferent of their billing provider.Desired Settlement: All I'm asking is to get the statement sent to my house at least a week in advance of the due date. Just like every other bill does.

Business

Response:

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services,LLC (“PennyMac”) the opportunity to review and respond to Mr. B[redacted]'s concerns.

PennyMac Loan Services, LLC was a very bad experience--from miscalculating escrow shortages to misplacement of payments, miscommunication and employee rudeness. I had to stay on top of their accounting to assure my account was not mismanaged. I even paid off my loan early to avoid additional hours on the phone with them and continued disappointing service. I'd never intentionally choose PennyMac nor recommend to another. I felt compelled to write this negative review (my first) to inform others of potential problems and aggravation.

Review: I set up biweekly payments through my bank and was confused to see that the payments were being held in a suspend status and were not being applied toward the mortgage, which resulted in interest to continue to be charged on the amounts payed. When I reached out to the company I was advised that this was due to the fact that I had to enroll in their biweekly billing schedule through their system and commit to biweekly debits, otherwise they would continue to hold all payments and not apply them towards the balance until the accumulation totalled more than the bill amount. They offered no alternative although this appears to violate many anti-compete principles and my load specifies no penalties for paying early.Desired Settlement: They need to apply payments in an ethical fashion as they are received through banking institutions. I do not provide financial information and linkages to my bank account directly from external sources due to the many recent issues with vendors being compromised. This is a personal security concern for myself; the refusal of the service personnel to offer any alternatives was frustrating, and the business practices appear to be unethical.

Business

Response:

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.

[redacted]’s concerns to our attention and allowing us the opportunity to respond.

Upon receipt of the Revdex.com notification, a representative from our office contacted Ms. [redacted] and provided a direct phone number to address all her 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.