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PennyMac Loan Services

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PennyMac Loan Services Reviews (807)

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User Reviewer1006962

Review: My husband and I are applying for a loan modification through Penny Mac to apply his name to the mortgage and lower out monthly mortgage payment as we had to use a considerable amount of funds to repair the home after we had previously rented the property. We spoke with Penny Mac and had obtained and sent all the information they requested multiple times. They verified my husbands credit rating, verified our employment, and our tax information. On two previous occasions, after we completed all the documentation, we were told that there was no record of us sending it, although we had gained conformation from an employee of Penny Mac stating the documentation was received. Just today, 1/12/2015, we received a telephone call from Penny Mac stating that this individual was now in charge of the loan modification and that they need the information sent to them. My wife explained that we had already completed the steps two months prior and were advised that the process sonly takes 30 days to complete. The woman representing Penny Mac; [redacted], stated that they have no record of these documents and that we would have to begin the process over again. This is the third time this has occurred. Apparently our information is being tossed all over the country; social security numbers, employer information, tax information, all of our personal information. We were advised by Penny Mac that the loan modification looks good and that it should be approved by the first of the year. However, it is now 1/12/2015 and we have to begin the process over again. I believe this is unacceptable to allow a company to represent itself in this fashion by promising to accomplish tasks so important to its customers but not follow through. I believe it is unacceptable for our information to apparently disappear from their computer system and employee files to vanish into thin air. This information is personal and can be easily used for identity theft or any number of illegal activities.Desired Settlement: We would like the loan modification to be processed immediately with retribution in some shape or form.

Business

Response:

PennyMac Loan Services, LLC, (“PennyMac”) strives to provide superior customer service and process all transactions in a timely and accuratemanner. Thank you for forwarding Mrs. [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 Mrs. [redacted]’s loan to ensure that her concerns were addressed. PennyMac confirmed that Mrs. [redacted]’s recent modification request is currently under active review and our office has been in contact with Mrs. [redacted] as well. A representative from our office called Ms. [redacted] on January 16, 2015 to discuss her additional concerns. A message was left with our representative’s contact information should Ms. [redacted] have additional questions or concerns she would like to discuss. Additionally, a detailed letter will be sent to Mrs. [redacted] with further research findings as it relates to 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.


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User Reviewer1006734

Review: I was notified by mail that my homeowners insurance had been cancelled due to non-payment on 11/24/15. I received the letter that Tuesday night when I returned home from work. I contacted PennyMac at ###-###-#### immediately the next morning (11/25/15) after speaking with my insurance company; on this call I was assured that a check would be "overnighted" to my insurance company that day and it should be received no later then Monday or Tuesday the following week because of the Thanksgiving holiday. I waited patiently and called my insurance company the following Tuesday, 12/1/15, which was supposed to be day #6 of an "overnighted" payment; my insurance company still had not received the payment and my home was still uninsured. I was told on 12/1/15 that it would be there "tomorrow." Wednesday, 12/2/15, I follow the same routine, still no payment has been received, still no insurance on my home. I call PennyMac again; on this call I am informed that PennyMac actually does not have an overnight process of mailing but instead they have "expedited shipping" which is a 3-5 day process, I am also told by an associate that my payment was actually mailed on 11/27/15 NOT 11/25/15. I am assured again it will be there "tomorrow." Thursday, 12/3/15, my payment has still not been received. I talk to multiple "supervisors" at your calling center who give me a series of excuses and lies but still no results, still no insurance. I am beyond disgusted with your company. My payment should have been made on time and when it wasn't your company should have taken care of it immediately and made it a priority rather then making me feel like a bother and that it was no big deal - it IS a BIG DEAL! I have been lied to multiple times by several different "employees." I have gotten so many different lies it makes my head spin. I have tried being nice, I have tried by mean and yelling and crying - still no results. Your company is a Scam - A JOKE!! I am highly unsatisfied with the service I've receive!Desired Settlement: I want to talk to a person who is actually in charge with your company, not a "associate" or "manager" of the call-in center. I want to be assured that this will NOT happen again. I want my insurance to be paid by today. I expect cooperation when I refinance my loan.

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. 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 Ms. S[redacted] to discuss her concerns regarding the insurance payment on December 7, 2015. A detailed letter of explanation will be sent to Ms. 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.


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User Reviewer1006736

Review: My house and one other property are paid once a month to PennyMac, there are two checks made out, one to each property, I am set up to make payments through Chase online bill payment. I call Chase and they make two checks out to PennyMac and mail it through the Postal service, Chase mailed the two checks to PennyMac with a send date of 11/04/15 and an expected arrival date of 11/12/15, the payment is due on the first of the month with a 15 day grace period. I next receive a letter from PennyMac dated 11/17/15 notifying me I am late, and then another letter dated 11/20/15 that we owe a $39.60 late charge for payment received after the grace period. I call PennyMac and discuss the late charge with them, and get no where as to reversing the late charge. My complaint is both checks were sent by Chase on the same date and PennyMac received one and posted it on the 11/10/15, and received one and it posted on the 11/20/15. Even though I have documented paper work that the checks were sent they will not admit that there could be a mistake on there processing end. One would think that since I have documents that both payment checks were mailed at the same time, that the chances of a mistake on the postal end would be very rare, and that would be enough to make a case for reversing the charge and JUST maybe an, I'm sorry for wasting all your time Sir. Regards: R[redacted]Desired Settlement: I would like the late charge reversed.

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. B[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.

B[redacted]’s loan to ensure that his concerns are addressed. On December 3, 2015 a

PennyMac representative called and spoke to Mr. B[redacted]’s to discuss his concerns.

It was discussed the payment options as well the late charge was waived.

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.


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User Russell F.

My loan was recently transferred from Bank of America to Pennymac while I was in the process of selling my house and in escrow.

I was told by Bank of America that I would not have any issues and that Pennymac will take over on July 2.

I am scheduled to close today on July 9th, and for the past week, I have been trying to get my payoff info so I can close.

I have been told that they cant help until July 10th because they have 55000 new customers, I have been told to call and ask for this person if you dont have it by 9am, I have been told I would have it numerous times, I was told someone would call me back in an hour, however I have been told lies.

I am moving from FL to IL with a VA loan and my sale in IL depends on this closing. I have a family involved and pennymac is interfering and could potentially leave us homeless. If they cannot handle the business they need to get out of it.


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User Reviewer1007014

Review: PennyMac mistakenly paid our VILLAGE taxes to our TOWN. Even though the town refunded the extra taxes, PennyMac refused to pay the VILLAGE taxes. We only became aware of the delinquent taxes when we saw our home listed on the notice of TAX LIEN SALE on the village web site! Even when our home was up for auction, PennyMac obfuscated, kept me on hold and had me speak to over 15 different representatives. They gave me a tracking number for a check that was never sent! In three hours our home is set to be sold and even though we have the money to pay the taxes in our escrow account (in fact, according to PennyMac our escrow account has EXTRA money in it!) we have to find the money in our bank accounts or borrow it from family or friends to pay the taxes.Desired Settlement: I would like PennyMac to send us the money from our escrow account to cover the cost of the taxes ($1,316.38) AND I would like PennyMac to cover the cost of the penalty for the deliquent taxes ($118.47).

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, PennyMac completed a thorough review of Ms.

[redacted]’s loan. Our research indicates

that PennyMac received Ms. [redacted]’s request to pay the Village taxes on May 16,

2014. After verifying with the Sleepy

Hollow Treasurer on May 23, 2014, that the village taxes remained unpaid, funds

were issued from the loan’s escrow account to pay the outstanding village

taxes. In order to expedite the payment

to the Sleepy Hollow Treasurer, the check was scheduled to be sent via Federal Express

overnight delivery; however, due to an internal processing delay, the check was

not processed and sent as scheduled. As

a result the Village taxes remained unpaid until they received Ms. [redacted]’s

payment on May 28, 2014.

PennyMac

advanced funds from our corporate account to pay the penalties and interest due

to Sleepy Hollow Village for the late tax payment. As Ms. [redacted] paid for her

taxes herself, a wire, was deposited into her bank account on May 30, 2014. This wire included the reimbursement for the

taxes and penalties she paid to Sleepy Hollow Treasurer, in addition to a bank

wire fee. Lastly, our system has been

updated to ensure future tax payments are disbursed to the appropriate payees. Ms.

[redacted], confirmed during a telephone conversation with PennyMac on May 30, 2014,

that her questions and concerns had been addressed.

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.


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User Reviewer1006792

Review: Pennymac raised our mortgage payment from $950 to $1,339.61 about $400 in total more than we were paying. We have a fixed va loan at 3.375%. I've called them to complain about the issue and the told me it was the county fault, once I spoke with the county they stated it was pennymac and they are over charging us. She even sent in paperwork on our behalf to prove it. We are not the only family with pennymac who's mortgage went up an estimated 400 dollars yet the loan companies in this same area did not spike up. Pennymac is saying they under charged us and now they have to over charge us but when you ask how this happened or ask for more information they try to confuse you. I spoke with another mortgage company and she stated maybe a 50 to 100 increase makes since but not 400. We can't afford to live here at this rate. Why must we suffer for a mistake they made?Desired Settlement: For them to lower our mortgage payment back to $950 where we can afford it.

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. V[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. V[redacted]’s loan to ensure that his concerns are addressed. PennyMac willsend a written response in regards to researching his 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 borrowers’ personal information.


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User Reviewer1006812

Review: I In mid June 2015 I received a letter from my homeowners insurance co that my insurance had not been paid. I contacted pennymac that day to find out why they hadn't paid my insurance from my escrow account like in years past. they said that they decided that they were not going to pay it any more. when I asked them when they were going to tell me I got no answer. then they said that they would set things up again so that it would be paid. (this was after a long time on the phone and being transferred several times from on person to another). I then contacted my insurance company to let them know what was going on . On the 29 th of June I contacted my insurance company to find out that they still had not been paid. I arraigned a payment with them but for some reason the payment did not go through before the insurance company canceled my policy. I did not learn about this until mid July. At that time I got insurance from another insurance company and informed penny mac. I received my mortgage statement today from penny mac and see that they made a payment to the closed insurance policy. I called them today and found out that they not only paid the closed account on 7/9/2015 that on 8/7/2015 they paid my new insurance company. I am trying to find out where their checks and balances are. I asked about them getting the money back that they paid to the closed account and they said that I would need to do that. another words I have to fix their mistake. I called the insurance company and they say that a payment was never received and if it had been it would have been forwarded to me. further investigation meaning the insurance company calledpennymac on my behalf and in the end found out that the check that they say was sent has never been cashed. Now pennymac says they are going to start an investigation to find the check. In the mean time I am out a lot of money. I have spent many hours trying to fix the problem that was caused by pennymac and I am fed up with it.Desired Settlement: I want A full refund of the money that they seem to have lost and I want them (pennymac)To pay me for all of the time and lost sleep that they have caused me (&25,000). I also want my escrow account back to the way it had always been paying the taxes and insurance. I do not want to be charged for any shortages in the escrow account because they caused the whole problem. I want this problem fixed . I have never been late with a payment I don't know how they can treat their clients so bad.

Business

Response:

Thankyou for bringing this matter to our attention and allowing PennyMac LoanServices, LLC (“PennyMac”) the opportunity to review and respond to Mr. R[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. R[redacted] on August 24, 2015, to discuss his concerns. PennyMac is currently in the process of researching the insurance premium payments from Mr. R[redacted]'s escrow account. An detailed letter of explanationwill be sent to Mr. R[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.


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User Reviewer1006838

Review: 1/12/2015 - Closed on new construction.1/26/2015 - PennyMac purchased loan2/09/2015 - Requested amount required to pay down principal to remove PMI2/10/2015 - Instructed principal must be less than 80% of the sales price2/15/2015 - Transactions submitted to reduce principal to 75% of the sales price2/15/2015 - Requested removal of PMI based on reduction of principal to less than 80% of sales price.2/17/2015 - Charged PMI2/21/2015 - Re-requested removal of PMI and refund of PMI2/25/2015 - Told that the request has been submitted and written communication would be received in 7-10 business days.3/21/2015 - Still No communication from PennyMac. PMI charged again. Re-contacted PennyMac insisting removal and refund of PMI.3/23/2015 - Contacted and told that now a BPO or Appraisal was Now required. 3/31/2015 - Replied stating this was unacceptable as I was told on the phone (and have been multiple times since) that since this was new construction and the appraisal was current, it would suffice as long as the request was within 90 days (which it was).What follows are a series of phone calls to PennyMac where they promise to personally look into the situation and get back to me by a certain date. Then they don't, the latest:6/5/2015 - After a lengthy call with "S[redacted]", extension 8621, she apologized for the situation and promised to call me on 6/9, "giving her word". To her credit, she did call back on 6/16 (as opposed to previous representatives), but absolutely nothing had been done to progress the matter.Multiple times I've been told the original appraisal was sufficient (within 90 days), multiple times I've been told it will be taken care of and yet I keep paying.Desired Settlement: Removal of PMI on my account, per my request on 2/15/2015, with the principal less than 75% as of 2/16/2015. The original appraisal for the new construction home (1/12/2015), which PennyMac had in their possession at the time of purchasing the loan on 1/26/2015 should be used as I was told it could be as it was within their 90 day guidelines.In addition, refund of all PMI paid since this time, as of 6/19/2015, $687.

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. C[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. C[redacted] on June 26, 2015, to discuss his concerns there was no answer on the telephone number for Mr. C[redacted]. PennyMac will respond under separate cover to address Mr. C[redacted] 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.

Consumer

Response:

Review: 10679093

I am rejecting this response because:I received no phone call from Pennymac on the date they indicate.I also received no voicemail. I have previously received voicemails and if they did call I would expect them to continue to leave one. Most importantly, this response provides no resolution of the open issues!


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User Reviewer1006848

Review: escrow account discrepancy / late paymentDesired Settlement: update account to show no past due payments adjust escrow account, I have bank statements 1/1/2015 -7/14/2015 to show payments made every month on time. Along with correct flood, homeowners policy amounts along with current property tax amount due.

Business

Response:

PennyMac Loan Services,LLC, (“PennyMac”) strives to provide superior customer service and process alltransactions in a timely and accurate manner. Thank you for forwarding Mr.L[redacted]’s concerns to our attention and allowing us the opportunity to respond.Upon receipt of the Revdex.com notification, our office contacted Mr.L[redacted] on July 20, 2015. PennyMac is currently in the process of completing a thorough review of Mr. L[redacted]'sescrow account to ensure that his concerns are addressed. PennyMac values and protectsits customers’ confidential information. Due to privacy reasons, we willrefrain from posting any personal information to the Revdex.com site as wedo not disclose our borrowers’ personal information.


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User Reviewer1007166

Review: I purchased my new home in October 2014. The mortgage company is Penny Mac. During our closing in October, all the taxes for 2014 were paid on the property. On December 3, 2014, Penny Mac deducted the taxes from escrow account in the amount of $2,168.71 even though these were already paid to date in October. Once I noticed this was done (on December 22, 2014), I called my escrow officer who confirmed they were paid. I then called the Dallas tax office. They confirmed that they received the taxes paid in October (during closing) but had not received anything from Penny Mac. I called Penny Mac to notify them that they took the money out in error which caused a negative escrow balance. They said they would open a claim and it could take up to 10 days before the money would be back in my account. On January 14, 2015 I logged into my account and noticed the money was not back in my account. I called back Penny Mac and spoke to [redacted] who said that nothing had been done and that she would escalate it and she'd call me within 48 hours. I never heard back from [redacted] so I called back again today, January 16 and spoke to [redacted] again who confirmed that the taxes were taken out error but wasn't sure when the money would be refunded to my account. The money was never paid to the Dallas tax office -- it's sitting in some account at Penny Mac. I don't feel confident that this money is going to get refunded to me based the past two conversations with Penny Mac. This extremely negative escrow balance is going to cause my payments to go up significantly for this year.The money was taken out in error on December 1, 2014 and after two attempts to get the matter resolves, as of today, January 16, 2015, I still don't have that money back in my account.Desired Settlement: I'd like the escrow money that was taken out of my account on December 3, 2014 in error refunded back to the account. The amount was $2,168.71.

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. Our office contacted Ms. [redacted]'s husband/co borrower on January 23, 2015, to advise the duplicate tax payment was refunded back into their escrow account on January 20, 2015. At this time a PennyMac Priority Complaint Specialist is in the process of obtaining additional information and conducting a review, in order to determine why a duplicate payment was issued on December 3, 2014. We appreciate Ms. [redacted]'s patience while PennyMac continues our review. Ms. [redacted] has been provided the direct contact information for a Priority Complaint Specialist, should she 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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10406748, and find that this resolution is satisfactory to me.

Regards,


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User Reviewer1006942

Review: Hello, I am unable to access my account online. I understand that your policy is to block access to paying my account online if I am behind in payments, but I should still be able to see my account if I cant make a payment online then block that part. Also, if I call to pay my bill I get charged $15 for a processing fee; I have no choice but to make my payment over the phone. I have been told I could mail my payment in; I do not have a checking account any more, which I believe is quite normal these days, so the $15 fee is quite ridiculous.I also have an issue with the numerous steps it take just to talk to a customer rep on the phone. I have to repeatedly enter the same information to finally wait several minutes to talk to someone. I would just like the process to be made easier for all. I'm sure I'm not the only one with issues concerning this.Desired Settlement: I would just like to be able to access my account online; MY account should not be a secret to ME. Also, Pennymac work towards an easier process to be able to talk to a customer rep.

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]' concerns to our attention and allowing us the opportunity to respond. Our office spoke with Ms. [redacted] on February 10, 2015, to confirm receipt of the notification received from Revdex.com. Please be advised a PennyMac Priority Complaint Specialist is in the process of conducting a review, in order to address Ms. [redacted]' concerns. We appreciate Ms. [redacted]' patience while PennyMac continues our review. Ms. [redacted] has been provided the direct contact information for a Priority Complaint Specialist, should she have any questions or concerns in the meantime. Upon the completion of our review, a written response will be mailed to Ms. [redacted].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.


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User S. M.

PennyMac is the absolute worse. Customer service is awful. I had a different loan company and ended up with pennymac after a refi. Since then, they screwed up my escrow so bad that my mortgage went up 30%! After many wasted hours on the phone, the end result is that they have no accountability for the hike in my fixed rate mortgage. Do not use penny mac.


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User Kimberly B.

PennyMac has, for the second time in less than six months, lost a mortgage payment that is mailed directly from my bank to them. Each time the check has been cleared for the funds to their account with Bank of America, yet I have been told I never made the payment. The first time I assumed the check was lost in the mail and as soon as I was notified of the failure of payment, put a stop pay on the initial check and made the payment over the phone. I received a nasty call stating that I had put a stop payment on our payment (which I had because PennyMac called to tell me they had not received the payment) and was told that if I put another stop pay on a check I would have to make monthly payments with certified funds because they assume I can not make my payments. This second "missing" check has been faxed to the company in hopes that it will clear up any problems, but it seems that the customer service representatives I spoke to have little confidence that this will be resolved in my favor. After reading the information inprinted on the back of the cleared check the representative stated "I have no idea what those numbers mean", and that if the funds are not found then I will have to make up the payment. This is just one issue I have with this company, I could go on but this issue with this missing payments is the biggest issue at the moment.


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User Reviewer1006772

Review: I have a pending insurance claim that's been on going for 8 months now. I was told by PennyMac that I would have a check via mail on Monday September 27, 2015. I have not received a check. The check was for them releasing 70% of the amount of the insurance claim of the work that has been completed. I have done everything that I was told to do on my part so they could send me out the check so I could get reimbursed for the repairs that have been done. I called today and they are telling me they cannot release the check now, because they want the receipts. I am acting as my own general contractor and do not have any of the receipts. They sent an inspector out to the house and he verified that the repairs have been completed. I was never told verbally or in the insurance packets on paper that I was required to keep receipts in order to get reimbursed for the repairs. This has been going on way too long now. I have done everything that I was required to do by law and by their written procedures. I have asked Pennymac to provide me with documentation that states that I am required to provide receipts, and they cannot. They do not have a written policy. I am now getting the run around for my reimbursement check.Desired Settlement: I would like them to finalize the claim and send me the full amount of the settlement in a check overnight. I am also seeking an additional $5,000 in damages for accruing interest charges on my credit cards, lowering my credit score due to maxing out my credit cards, for them releasing false information and lying, all due to the delay in the release of the funds.

Business

Response:

Thankyou for bringing this matter to our attention and allowing PennyMac LoanServices, LLC (“PennyMac”) the opportunity to review and respond to Mr. B[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. B[redacted] on October 7,2015, to discuss his concerns. PennyMac confirmed that his insurance claim is currently being processed. A detailed letter of explanationwill be sent to Mr. B[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.


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User Reviewer1006820

Review: First time every filing with the Revdex.com. This company is atrocious to deal with. They purchased my loan in 2014, and decided to bill me an additional $195/monthly through my auto payment without notice, or reason. I called in they asked for proof of insurance. For four months I have called in continuously and faxed over proof of insurance which is the only way they receive proof of insurance but won't provide a confirmation of receipt and don't use email for this use. It is 2015 and I strongly believe the reason they don't accept email is because they don't want proof of insurance so they can continuously bill for something that is unbillable. THIEVES, LIARS, CHEATERS, STRAIGHT CRIMINALS. They are like mafia and do whatever they want.Desired Settlement: My monthly mortgage to be what it should be and not what they decide it should be. And moving forward it corrected forever. I would also prefer not to have them as my lender, they purchased my loan from another company and are 100% unethical and a mess to deal with.

Business

Response:

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.


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Satisfaction rating: 
User Reviewer1006826

Review: Pennymac has not paid home owners insurance out of escrow account and over 3 months overdue. Payment from them to homeowners(State Farm)) was lost in mail June 6 and instead of cancelling check and resending, they have held up the payment for two more months. I call daily and seems odd that no one to escalate issue to. They always tell me that the payment is being sent out in a day or two. This has gone on for weeks. Latest excuse today 8/4 is that accounting glitch causing issue with all payments going out. I find it suspicious and wonder what they are doing with the money in escrow. If not paid by Friday 8/7, homeowners will cancel as it has already been extended twice waiting on the payment.Desired Settlement: Need someone to escalate to in order to get payment sent to State Farm before homeowners cancels.

Business

Response:

Thank you for bringing this matter to our attention and allowing PennyMac LoanServices, LLC (“PennyMac”) the opportunity to review and respond to Ms. [redacted]’sconcerns.PennyMac strives to provide superior customer service and respond to all inquiriesin a timely manner. Upon receipt of the Revdex.com notification, PennyMac confirmedthat Ms. [redacted]'s hazard insurance premium was mailed to State Farm via overnight mail on August 5, 2015. Further review confirmed that the check was delivered to State Farm on August 6, 2015. PennyMac values 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. A detailed letter of explanationwill be sent to Ms. [redacted] under separate cover.


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User Reviewer1006836

Review: For the last two months I have paid my mortgage payment and they have not applied it to my account but put it into escrow and are saying I still owe the payments for the last two months. They force me to pay be phone saying online is not an option thus charging $15 for over the phone fee.Desired Settlement: My payments to be applied to the bill accordingly.

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] 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 July 27, 2015, to discuss her concerns. There was no answer on the telephone number for Ms. H[redacted]. PennyMac confirmed that her payment was received and applied to her loan. Furthermore, PennyMac confirmed that no late fees were assessed to the loan and no derogatory credit reporting was submitted as the payment was received in a timely manner. A letter of explanation 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.


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User Reviewer1007118

Review: Consumer states he had to short sale his property and closed 1.14.10. He received a letter from Penny Mac and received a call form them seeking payment. He informed them the property was sold and agreed to note the account. He is receiving notice about how they will help. On 7.16.10, he spoke with Jose Gomez. He was asked to fax information regarding the sold property. He started receiving letters stating they will begin to foreclose and he had a 12068.20 delinquency payment due. He called spoke with Miguel Avalos, he saw all the notes reflecting the property had been sold. He was told they would be investigating. He since has received 2 more letters of notice intent to foreclose. They are threatening to ding his credit and they have no right he does not own the property anymore. They are seeking money that’s not due from him.Desired Settlement: Consumer requests acknowledge he no longer owns the property. Stop sending letters of intent to foreclose and not to report any negative information to the credit bureaus.

Consumer

Response:

T

Business

Response:

We have reviewed the documentation you provided. However since Citimortgage sold your loan to us as a active loan. We have to go through proper channels to release your loan from our system. We are working very hard to resolve this issue. Once complete someone from our office will contact you.


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User Reviewer1007140

Review: I scheduled my payment on the website to be collected in the beginning of August. I have made previous payments online without incident. After receiving a message from PennyMac on August 18th or so, I checked my bank account and realized the payment was never processed. I called the customer service line to try to figure out what the issue was. I spoke with Angelica who was anything but an angel. She was very rude and did not exhibit good customer service skills. I advised I did not want to incur a late fee as this was a website issue and not an issue with my bank. She was very rude about that. She told me to process the payment again online and check in a few days. I checked on Thursday and Friday and there was no withdrawal activity so I called customer service once again. I spoke with D[redacted]. She was very rude as well, cutting me off while I was speaking, not fully able to hear my issue because she was doing so much talking and not any active listening. I advised I wanted to speak with a supervisor. She told me no one was available. I was more than happy to wait. She put the phone down without hitting mute and stated "these people today, they just don't know".....very rude. The supervisor, Tavar, was very professional and apologetic. I called Monday because my payment still hadn't processed and spoke with Ronnie in the Escalation department. He also did not listen to my issue and was beyond rude. He did take a break from speaking over me to check my account and advised my payment was in process.Desired Settlement: A sincere apology for the horrible service I have received. I have paid my mortgage in a timely fashion every month and have never been a problem customer. I demand to be treated with respect in all aspects of communication. I expect to receive no late fee regarding the tardiness of this payment and this waiver should not go against the two waivers a customer receives during the life of their loan. This is a PennyMac issue they need to resolve with their webiste. Better training for your staff.

Business

Response:

Thank you for bringing this matter to our attention and allowing PennyMac LoanServices, LLC (“PennyMac”) the opportunity to review and respond to Ms. W[redacted]’sconcerns.PennyMac strives to provide superior customer service and respond to all inquiriesin a timely manner. Upon receipt of the Revdex.com notification, a PennyMacRepresentative attempted to contact Ms. W[redacted] to discuss her concerns. Our records confirm Ms. W[redacted]'s August 2015 payment has been applied to her loan and there are no late charges due at this time. PennyMac values 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. Additional attempts will be made to discuss this matter with Ms. W[redacted] and a detailed letterwill be sent to Ms. W[redacted] under separate cover.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10781975, and find that this resolution is satisfactory to me.

They sent correspondence indicating they are researching the incident.

Regards,

A[redacted]


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User Reviewer1007156

Review: I had to submit a home owner's insurance claim and the check they sent me needed my mortgage company to endorse the check before payment could be received. I sent the check to my mortgage company a few weeks ago and have been calling to check on the status periodically since initially I was told it only takes 2-4 days once the check is received to endorse and send back. Again, it has been WEEKS and they now told me they have lost the check. I have spoke to many different people regarding this information and no one seems to be able to help me. All the while, I am WAITING on them to send this check to me so I can pay the contractors for the work done in my home. It should not be this difficult to simply endorse a check and send back to a client. As someone who pays my mortgage on time every month, I would expect a little more help with this issue than I have received.Desired Settlement: I would like for someone to take this issue seriously, to contact me and ENSURE the endorsed check is on its way to me and give me a specific date that it will be delivered to me.

Business

Response:

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review 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] on May 8, 2015, to discuss her concerns and was provided with the PennyMac Representative’s direct contact information. PennyMac is currently in the process of further reviewing Ms. C[redacted]ls concerns. A detailed letter will be sent to Ms. C[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:

Review: 10613834

I am rejecting this response because:


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PennyMac Loan Services, LLC rating

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Category: MORTGAGE LENDER

Address: 6101 Condor Dr Ste 200, Moorpark, CA, 93021-2602

Website: http://www.pennymacusa.com/

96 people are currently seeking PennyMac Loan Services contact information.