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Reviews PennyMac Loan Services

PennyMac Loan Services Reviews (969)

Review: I have been waiting for my tax information and I contacted the company last week to request information on the status of the form, seeing as it is getting very close to the tax deadline. I was told that I could access all of the tax information on my account online. I specifically confirmed that I would be able to PRINT my TAX FORM. The person I spoke with confirmed, yes I would be able to. During Easter weekend, I did not have an opportunity to log on. I attempted to log on today but was unable to access my account. I contacted the customer service and they walked me through reregistering because they updated their website. Upon completion I asked the man I was speaking with where I could find the tax information. He had no idea and needed to contact a supervisor. Upon coming back he had me click several drop down menus but to no avail. After repeatedly going back and forth with his supervisor I was told that I was not going to able to access my tax but that they could mail it to me. This was unacceptable. After repeatedly going back and forth, they agreed to fax my tax information. This took almost two hours to resolve and I'm not entirely sure that it has been as I have yet to receive a fax.Desired Settlement: To obtain my appropriate tax information.

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. [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. [redacted] on April 8, 2015, to discuss her concerns however we were unable to reach her. Should Ms. [redacted] have additional concerns a message was left with the telephone number for the representative who will be providing her with a written response letter to her concerns referenced in the Revdex.com complaint which will be sent 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.

Review: We have a modified loan with PennyMac. Our September 2014 statement said our payment was due NOVEMBER 2014. I called PennyMac The end of September. I did not record the date nor the man's name I talked to, but I believe it was the last Thursday or Friday in SEPTEMBER. The man at PennyMac that I talk with SAID "Go by the statement and make your payment in NOVEMBER NOT OCTOBER. The October statement arrived and we were charged a late fee for NOT paying in October. I called and talked to a Supervisor Christina. She said she fixed the payment so the payment I made the end of October was for November. It has Not been fixed and We have been charged late charges every month since. We have also received Numerous phone calls every month except March stating we are late and we need to call PennyMac. February 24, 2015 I called asked to talk to a Supervisor and was told "[redacted] will call you tomorrow 8:30AM." I called February 25th in the afternoon because [redacted] had not called me and asked to speak to [redacted]. After holding for 10 minutes [redacted] said she was busy and couldn't call me. Then [redacted] said, "We do have a credit will have someone else research for sure." She said she would call in 3-5 business days. I called March 10 because I had not heard anything and left a message for [redacted]. We received our statement for April on March 22, 2015. The past late charges have been removed BUT we are still behind one month on our payment and we were charged a late fee for MARCH. The good news is we have only received TWO phone calls so far from PennyMac instead of the normal 8-10 phone calls. I just called [redacted] again and left a message. We are so sick of PennyMac and all their run a round, we wish we could get away from them for good!

Product_Or_Service: MortgageDesired Settlement: It would be wonderful if they would just pay off the loan because this is not the first issue we have has with them. They have been VERY STINKY from the beginning! Please can we just get this issue of being ONE MONTH behind resolved! I AM NOT LYING WHEN I SAY I CALLED IN SEPTEMBER! Every time I call PennyMac the recording SAYS THEY RECORD ALL CALLS FOR QUALITY PURPOSES!! PennyMac must have the recording from September so listen to it and resol

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]'sconcerns to our attention and allowing us the opportunity to respond. Our office is in the process of investigating the matter. A written response in regards to her concerns will besent 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 ourborrowers’ personal information.

Review: PennyMac loan services recently bought out my mortgage in 2014. since then they have refused to pay my home insurance and refused fixing the problem for 2 months. since then my insurance was cancelled and they are wanting me to take a bogus insurance company that is more money and covers nothing. After 2 months of contacting customer service and faxing 911 address change papers which I faxed to 4 different numbers and so did the 911 operator to try and fix an issue that pennymac had with my current address of property. 2 months later after insurance lapsed the adreess was corrected but leaving me without insurance and now I cannot find insurance at reasonable rate compared to the coverage I previously had. I contacted the loan services once again today January 6 2015. I was told the 911 address changed was just fixed. I went on to ask them what about my insurance and they gave me 20 days to get new insurance or they will give me there insurance. I asked why am I being punished for your pennymac fault from loss of insurance. now you want me to go once again and find new insurance. I had my previous insurance for 12years since I bought my house and now I have to get a higher rate plan for your mess up. yes they said to me and there is nothing we can do to help you. I had contacted multiple insurance companies and since I had a 2 month lap in insurance many will not give me insurance. And others want real high rates. I was paying $600.00 a year and now its looking at $1500.00 a year. my previous insurance company will not take me back because of a 3 way call a customer service rep had with them. the guy was very rude to my insurance companyDesired Settlement: I would like to have my insurance rate and coverage stay at previous payment. no increase or loss of coverages

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 and Mr. [redacted]'s concerns to our attention and allowing us the opportunity to respond. Our office contacted Mr. [redacted] on January 7, 2015, to confirm receipt of the notification received from Revdex.com. Please be advised a PennyMac Priority Complaint Specialist is in the process of obtaining additional information and conducting a review, in order to sufficiently address Mr. [redacted]'s and Mr. [redacted]'s concerns. We appreciate Mr. [redacted]'s and Mr. [redacted]'s patience while PennyMac continues our review. Mr. [redacted] and Mr. [redacted] have been provided the direct contact information for a Priority Complaint Specialist, should they 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.

Review: Unless you consider boiling high blood pressure in reference to dealing with this company.Desired Settlement: This would be my second complaint against this company as they just don't know when to stop. Last issue at hand was that they under taxed us then over taxed us on their mistake and made our mortgage payment go from $910 a month up to roughly $1,400 a month with a family of 5 on an e-5 salary plus our interest rate is 3.25% so explain that... Wow right well now it's been brought to my attention that they have been charging us for flood insurance 2 YEARS, when we live in a low risk area. HELP!!!

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 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: The issue is regarding my home loan and PennyMac's response to my request to get rid of my Private Mortgage Insurance payments. After being denied once because I was told that I had to own my home for 2 years before I could potentially have my PMI to be removed, I spoke with Pennymac and requested an appraisal. I know that my house needed to valued at approximately $530,000 to be able to have my PMI removed. I paid $463,000 for my home and have put over $100,000 in upgrades/renovations into the home and with the market in a much better place figured that should be reasonable. I will try to keep this short but I was shocked when I received the appraisal back with a value of $414,000. This is an obvious attempt by PennyMac and the company they hired to do my appraisal that they charged me for to have me keep paying my PMI of over $200 per month. So I decided to do a little homework. I spoke with our new neighbor who moved in directly across the street from me 2 weeks after the appraisal, who bought a house that is 100 square feet smaller than mine and he informed me they paid $520,000 for the home. Then he shared with me that his appraisal on his home was $529,000. I am a very reasonable person but this made me very upset. I called Pennymac and explained my frustration and asked them to look into the situation and to explain how this may have happened. I was told they would look into it and get back to me. After not getting a response I called back and explained that I was going to make a compliant if my situation was not addressed. All I received from them was a fax of a copy of my lowball appraisal. The customer service provided by PennyMac was extremely poor and while I hoped this was just an honest mistake now seems to be an obvious attempt for them to keep taking more money out of my pocket than necessary. I would be happy to provide anyone both appraisals that were done 2 days apart to show the how blatantly obvious this was mishandled.Desired Settlement: I would like PennyMac to either conduct another appraisal at their expense this time or have them conduct a BPO to get a realistic value of my home as my PMI should be able to be removed.

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]’ concerns to our attention and allowing us the opportunity to respond. Our office is in the process of completing a review of Mr. and Mrs. [redacted] loan. A representative from our office called Mr. [redacted] to provide a direct contact to address his concerns. PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain from posting any personal information to the Revdex.com site as we do not disclose ourborrowers’ personal information.

Consumer

Response:

Review: 10322709

I am rejecting this response because: They have responded but have not taken action on complaint yet.Thanks[redacted]Vice PresidentPremium SalesOrlando Magic###-###-####

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]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] loan to ensure that his concerns are addressed. A representative from our office called Mr. [redacted] to provide resolution as it relates to his request regarding the PMI deletion. PennyMac is in the process of finalizing a written response in regards to researching his concerns.PennyMac values and protects its customers’confidential information. Due to privacy reasons, we will refrain from posting any personal information to the Revdex.com site as we do not disclose our borrowers’personal information.

Avoid if possible! Reading everyone's review of this company, it is exactly what I am dealing with. My mortgage was sold to PennyMac from Chase in July. Since then the insurance on my house was dropped for nearly a month since they didn't handle it the way they were supposed to in the transfer. Now I am getting mail stating the last bill I paid didn't have sufficient funds to satisfy my payment, when I paid the exact amount the bill stated. Good luck trying you get through to them as well, long wait times until you can even talk to somebody; and when you do they try spinning the blame back on you. Non apologetic about any of their mistakes and it has been nothing but stress dealing with this incompetence. AVOID AT ALL COST!

Review: I've asked PennyMac several times to stop sending me escrow refund checks overseas. I was informed that by law they are required to send me refund checks when there is an overage in the escrow account. I was told this is suppose to happen once per year at the same time each year, however, I have received 3 checks over the past 6 months. I thought this was suppose to happen only once? After contacted PennyMac each time I asked them and then demanded they apply the funds to my mortgage, or principal if PennyMac wants to get anal about verbiage. Twice this has failed and after calling they have told me there was a mistake on their end for why the overage was not applied to principal. Later I get an e-mail stating a request was submitted to have the funds reapplied to escrow. I didn't request the funds be applied to escrow. I requested the funds be applied to Principal. I have yet to be provided with the information on what law requires PennyMac to send me refund checks for escrow overages. Is there such a law? Does it only apply to California?Desired Settlement: I'm not sure by PennyMac not applying the funds to principal sooner has affected my interest or not, but I would like explanation on that considering I believe I could have avoided some interest if PennyMac applied the funds to principal sooner. It's such a waste of my time to have to take time to have to go to the bank, deposit a check, wait for the funds to be available, and to then reapply the funds into escrow so I can make a payment on my mortgage. STUPID! APPLY IT TO PRINCIPAL!

Business

Response:

Thank you for forwarding Mr. [redacted]’s concerns to our attention and allowing us the opportunity to respond. PennyMac strives to provide superior customer service and process all requests in a timely and efficient manner.Upon receipt of the Revdex.com notification, PennyMac attempted to contact Mr. [redacted] to address his concerns. Regrettably, our attempts to contact Mr. [redacted] have been unsuccessful. Please be advised PennyMac is in the process of completing a thorough review of Mr. [redacted]'s loan as it relates to his concerns.PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain from posting any personal information to the Revdex.com site as we do not disclose ourborrowers’ personal information.

Business

Response:

Thank you for forwarding Mr. [redacted]’s concerns to our attention and allowing us the opportunity to respond. PennyMac strives to provide superior customer service and process all requests in a timely and efficient manner.Consistent with our previous response, our attempts to contact Mr. [redacted] have been unsuccessful and PennyMac is in the process of placing a stop payment on Mr. [redacted]’s escrow overage check, in order to reapply the funds toward his principal balance as requested. PennyMac appreciates Mr. [redacted]’s patience while we complete his requests. 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: 10182087

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

Regards,

I would like to take this time and submit a small review of this so called mortgage company. This company acquired my mortgage from chase mortgage in June 2015. I have had nothing but problems with them since. They call me on a regular basis saying I owe money and that my escrow is behind by 6 months. This is the worst example of customer service I have every had to deal with in my life. I can't wait to find a company to take this mortgage over and to be treated with some respect. As a Disabled Vietnam Veteran I have suffered enough and I don't need to be put thru this every other week.

Review: I bought my house and get a letter a couple of weeks later stating that my mortgage has been sold. my original lender is parkside lending and they supposedly sold it to penny mac. I keep getting bills from both companies.I try contacting parkside lending several times and they state that they never sold my loan. I continue to call and they continue to say it is never been sold. I finally got ahold of them yesterday where they stated they are selling it to pennymac on oct 22nd where pennymac states they bout it in july. I have had it routed to supervisors at both companies a couple of times and have never gotten a call back. I contd to pay my mortgage to parkside and now pennymac is stating I owe them for my mortgage. I do not want to be penalized for trying to do the right thing and paying my bills. this has been the most screwed up situation ive ever been in and I JUST bought my house. this should not be allowed to happen!!Desired Settlement: I want my payments applied where they need to be applied and straightened out. I want confirmation from both companies of what happened when. I also want to make sure that NOTHING is reported to the credit bureau as I am up to date with payments. and I want it known that this shouldn't have happened and that we as consumers are innocent in this mess. I keep hearing from people I know that this is typical... IT SHOULDNT BE! THIS IS REDICULOUS!

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. M[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. M[redacted] on October 16, 2015, to discuss her concerns. PennyMac confirmed that the servicing of her loan was transferred to PennyMac, effective September 1, 2015. As such, PennyMac requested that Ms. M[redacted]'s previous servicer forward her September mortgage payment to PennyMac and a credit correction was submitted to the credit bureaus on behalf of Ms. M[redacted].Ms. M[redacted] was provided with a substantive response that addresses her concerns. A letter of explanation

will be sent to Ms. M[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.

Review: Penny Mac bought my mortgage from Bank of America about 3 months ago. Since then, everything has been a total mess. Penny Mac has no clue where my money and payments are going and they, however I have the checks where they cashed them. They are using harrassing communications to try to scare me I guess. I have approx. $2500.00 that they cannot account for and they do not care if they find it or not. These guys are very un professional in their field of work. I have talked to several different people in their office over the last several weeks, each person assuring me that the issue has been taken care of and my monies have been credited to the correct account. This has been nothing but lies the entire way through..Desired Settlement: Penny Mac needs to get my account situation straightened out and stop the LYING

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]’s concerns.PennyMac strives to provide superior customer service and respond to all inquiries in a timely manner. Upon receipt of the Revdex.com notification, a PennyMac Representative contacted Mr. C[redacted] to discuss his concerns regarding the application of his payments on September 29, 2015. A detailed letter of explanation will be sent to Mr. C[redacted] under separate cover within 30 business days. PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain from posting any personal information to the Revdex.com site as we do not disclose ourborrowers’ personal information.

Consumer

Response:

Review: 10834224

I am rejecting this response because: nobody has called me back to resolve the issue

Regards,

B[redacted]

Business

Response:

PennyMac spoke with Mr. C[redacted] on numerous times, lastly on October 14, 2015, regarding the application of his payments. Mr. C[redacted] has been advised the complaint has been resolved.

Consumer

Response:

Review: 10834224

I am rejecting this response because:Nothing has been resolved as of yet.

Regards,

Br[redacted]

Review: I am a co-applicant on my son's new mortgage. At the closing of the home purchase we were told that the mortgage lender would be contacting us with payment information. First payment would be due July 2014. On our closing papers a payment amount was indiscated. We did not receive anything that stated who we were to make payment to so we sent payment to the financial office that helped us with the purchase of the home. They asked us not to do that again. The month of August passed and we still hadn't received anything that told us who our mortgage lender was. Finally the firt week of September we received a statement from a company called PennyMac which we had never heard of before. I had to verify this was our mortgage lender. Then to make payment via internet I had to set up an account. The account needed to be verified before I could make payment and for some reason that wasn't working. I was in contact with Pennymac the whole time and not once did any of them tell me my payment was considered late and would be reported to my credit as beyond 30 days. They insisted they sent us a welcome packet in July but we did not receive anything from them except a statement which came in September but was dated August. Being this was our first payment to be made to this company I believe they should have been a bit more helpful for new customers. They have put a late payment on mine and my son's account so now we are not able to do anything because of it. I don't feel it was our fault that we were late when we did not receive anything stating who our mortgage lender was. I have been disputing this since November 2014 and getting nowhere. I even have a supervisor from PennyMac that agrees that I should not have been reported as late to the credit bureau but the PennyMac legal department wouldn't even listen to him when he submitted my dispute 3 times for me. Shady company and I wouldn't recommend anyone to use PennyMac for any mortagage needs. They are not customer focused and not nice.Desired Settlement: PennyMac needs to reverse / remove the late payment reporting they submitted to the credit bureau about our account. I have no recent reports to my credit of being late or missed. If I felt this truely was an error on my part I would not be disputing as I have spent numerous hours writing letters and on the phone. I have letters and documentation with names to prove how much I have been in contact.

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. F[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. F[redacted] on July 27, 2015, to discuss her concerns. Ms. F[redacted] was provided with the name and the direct number of the agent handling her concerns. A letter of explanation will be sent to Ms. F[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.

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. F[redacted] concerns to our attention and allowing us the opportunity to respond.Upon receipt of the Revdex.com notification, our office is currently in the process of a complete review of Ms. F[redacted]’s loan to ensure that her concerns are addressed. Once the review has been completed by PennyMac , a written response will be mailed to Ms. F[redacted]’s mailing address on file, 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 our borrowers’ personal information.

Consumer

Response:

Review: 10730679

I am rejecting this response because: The issue is not taken care of at this time. Once the issue is resolved I wil consider accepting their response.

Regards,

[redacted]

Review: I contacted Pennymac yesterday and was quoted 3.875% rate to purchase a property. I provided all documentation and was told at the end of the work day they would charge $18 to my credit card to lock the rate. I agreed to the charge and informed him that I was leaving the office, and would like him to send me the lock confirmation. Later, I was emailed a message that he needed a purchase agreement to lock a rate (untrue) so he couldn't lock. I already informed Elliot, my loan officer, that I would provide that one outstanding item the next day and he was ok with that-even so, I sent it in immediately last night just so I would receive the lock. In the morning, he then told me that his manager told him he couldn't lock until he received a firm commitment from me that they earned my business. His manager called me to inform me that he would honor the previous day's rate and absorb the cost difference because of the confusion. When I called back hours later to request the lock confirmation, I was told it was locked, they were waiting for the confirmation. Then I was called by the manager and told that they were unable to lock the rate from yesterday, and that it would cost me over $6k to get the same rate today. This is AFTER they charged my card and told me last night that they were going to lock my rate last night. This is a classic example of a bait and switch. I have extensive experience in the mortgage industry and know for a fact that they neither needed a purchase agreement OR a solid commitment from me to lock the rate. These were just excuses to not deliver what was promised.Desired Settlement: I would like them to honor the original promised rate lock of 3.875% and provide it in writing.

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 the consumers concerns.

Allow me to

begin by expressing my regret for the frustration and inconvenience that the consumer experienced while working with PennyMac. Let me assure you that the service described

by Ms. Arnold is not typical of the service expected by PennyMac. Senior Management has been apprised of the consumer’s

experience.

PennyMac

strives to provide superior customer service and process all inquiries in a timely

and professional manner. Please be

assured that efforts are made by PennyMac representatives to accommodate our

customers’ requests when originating a new loan; however, in today’s financial

environment, there are very stringent guidelines that PennyMac must adhere

to.

A

review of our records confirms that the consumer was in contact with a PennyMac

Loan Officer to apply for a loan with PennyMac on June 6, 2013. The loan officer processed the consumer’s

application; however, the loan officer determined that additional documentation

was needed to process her request.

PennyMac received the additional information after the cut-off time to

submit a same day rate lock. While

PennyMac was unable to lock Ms. Arnold’s rate on June 6, 2013, she was

contacted by a PennyMac manager to discuss her concerns, and she was offered

her the previous day’s rate as the rates had increased.

Regrettably, during this process

PennyMac was advised of a mid day rate increase that prevented our manager from

providing the consumer the prior day’s rate.

The consumer was contacted by the manager and advised of the unfortunate

chain of events. As a result, the consumer requested to withdraw her application on June 11, 2013.

Review: PennyMac is putting bad information on my credit report because PennyMac does not want me to refinance with any one but PennyMac. PennyMac even was going up on my mortgate when I have a FHA Loan and also pennymac is make me pay the MPI when my property went up 80% in value and it in my contract. PennyMac are holding funds that belong to me in account called a expense account. This is the reason why PennyMac wants me to refinance with them so they could cover up there mess.Desired Settlement: Given me back my money that I'm entitle to and also take the bad collection off of my credit report so I can refinance with someone else. I have recipt from the bank that PennyMac sign front and back and I can prove that I don't owe any money. PennyMac owes me.

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. R[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.

R[redacted]’s loan to ensure that her concerns are addressed. Once the issue has been reviewed and resolved,

PennyMac will send a written response in regards to the research of her

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10973289, and find that this resolution is satisfactory to me.

Regards,

M[redacted]

Review: On 05/15/2015, I scheduled a one time draft payment of $470.99 to be deducted from my Citizens Bank checking account. On 05/19/2015, a double payment of $941.98 was debited from my checking account causing my account to go into a negative balance. I immediately called PennyMac Mortgage Company. S/W Charm, faxed a request to ###-###-#### for $470.99 to be refunded to my checking account. Also, investigation# 30607101 opened. (To date, I have not heard any status on this investigation). On 05/20/2015, Called again, spoke with [redacted] at extension 5155. Faxed the same request to ###-###-#### to his attention.05/21/2015, s/w Tacome ###-###-####, she told me she would start the refund. She would call at 11:30am (EST) for a conference all to my bank to vfy the debit would be honored, that no dispute was in process.05/22/2015, I called Tacome at 1:30 after receiving no phone call. She verified needed information with bank.5/26/2015, Left voicemail with Tacome, no response.Fees I am incurring so far.... 05/27/2015 Debit Memo $6.99 ($611.75) Memo: SERV CHG 05/26/2015 Service Charge $6.99 ($604.76) Memo: SUSTAINED OD 05/22/2015 Service Charge $6.99 ($597.77) Memo: SUSTAINED OD 05/20/2015 Fee eNotice $70.00 ($590.78) Memo: OVERDRAFT ( 2 AT $35 EACH ) I explained to [redacted] who seemed to sympatize with me that this issue is turning my world UPSIDE DOWN!!! I live paycheck to paycheck like many Americans in today's society. My account is overdrawn. I have no money to live on, for gas, groceries, etc. I had to borrow money from family to pay my bills with MONEY ORDERS. I am incurring fees that I can not afford. THIS IS EXTREMLY UPSETTING AND THE COMPANY SEEMS TO MAKE NO EFFORT TO RESOLVE THIS OTHER THAN CALLING MY BANK TO ENSURE THEY GET THEIR FUNDS!!! HOW INSULTING!!!Desired Settlement: I want a refund of $470.99 for the payment that was debited from my account in error plus $90.97 for the fees that I have incurred from Citizens Bank for my account being overdrawn. On 05/19, I was assured that I would receive a refund, it has been 9 DAYS!!!!!!! Each day I am so upset & stressed out. It's just not fair that this company is getting away with this!!!

Business

Response:

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review Ms.[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. [redacted] on May 28, 2015, to discuss her concerns. Ms. [redacted] was provided with a time frame for PennyMac to addresses 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.

Review: I have an escrow account with PennyMac that is to cover my taxes and homeowners insurance. This is on a rental property that I own at [redacted] AV. Northport, AL. According to PennyMac, they sent State Farm Insurance a payment of $906 on November 13, 2013. State Farm states that they never received it. PennyMac states that they cancelled the payment later in November, but they can't explain why. I have sent them letters and emails and not received a reply. The only information that I have received came from a phone conversation that I had with one of them after more than twenty minutes of navigating their automated call system, being cut off twice, then being on hold for half an hour on December 30. They told me that they sent a check to State Farm by overnight mail on December 26. They bounced me around to other departments, but nobody can explain the problems. This is January 2 and State Farm has not received payment. I had to pay State Farm Insurance myself before the 27th of December in order to avoid cancellation of my policy. PennyMac never paid State Farm Insurance, but they did deduct $906.00 from my escrow account. I cannot find anyone at PennyMac who can resolve this.Desired Settlement: I want PennyMac to pay me the $906.00 that they deducted from my escrow account but never paid State Farm Insurance, as I have since already paid State Farm from my own checking account.

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 strives to provide superior customer service and respond to all inquiries in a timely and efficient manner. Allow me to begin by apologizing for any frustration or inconvenience this matter may have caused Mr. B[redacted].

Upon receipt of the Revdex.com notification, PennyMac completed a thorough review of the loan to address Mr. B[redacted]’s concerns. A PennyMac representative spoke to Mr. B[redacted] on January 10, 2014 and confirmed that his insurance carrier verified receipt the replacement check PennyMac issued to pay Mr. B[redacted]’s premium. According to Mr. B[redacted], his carrier would be working directly with him on issuing a refund for the overpayment of his premiums.

As Mr. B[redacted] explains, PennyMac issued payment to his insurance carrier on November 13, 2013 and mailed a check via regular US mail. Upon being notified that his carrier did not receive the original check, a request to stop and reissue the payment was submitted. Please be aware that prior to replacing a check, PennyMac needs to verify the status of the check. Once verified, the check was stopped and a replacement check was issued and PennyMac confirmed that Mr. B[redacted]’s insurance carrier received the replacement on December 31, 2013.

Thank you for allowing us the opportunity to be of service and respond to Mr. B[redacted]’s concerns.

Consumer

Response:

Contrary to what PennyMac stated, State Farm Insurance was not paid by PennyMac until Jan. 9, after you inquired on my behalf. Thank you! I will be certain to explain to my students the function of your agency and the efficiency with which it is operated.

[redacted], M. A.

Economics Teacher

Review: My HOA insurance has been provided to Pennymac but they have charged me an extra $150 a month Since March. My insurance has sent them copies of the certificate of insurance but they are still charging me for additional insurance and have not reissued my back paid insurance. When I call the headquarters they do not get back to me.Desired Settlement: I want them to adjust my current mortgage so I am not being charged for insurance twice and I want them to back pay me for the insurance they were charging when they had proper insurance on file.

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 is in the process of completing a thorough review of Ms.

C[redacted]’s loan to ensure that her concerns are addressed. PennyMac will send a

written response in regards to researching her concerns once 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.

Consumer

Response:

Review: 10988794

I am rejecting this response because:I have been charged the wrong amount in my escrow since February 2015 because Pennymac had not updated my HOA insurance even though it was faxed to them. I would like to speak to someone at the escrow department. Pennymac said they would reissue me a check for around $450 but I have that I have been over charged $183.98 every month since February. This totals $2,023.78 not $450.00.

Review: In order to pay a bill with PennyMac they require my social security number. This is a private or 'secure' number that I do not wish to share every single time I make a payment. PennyMac refuses payment if I do not share this information each and every time I make a payment. I am extremely frustrated with their policy of requiring my social security number. I feel the more often I share my social security number, the more vulnerable I am. Stop requiring my social security number for MONTHLY PAYMENTS. ITS NONE OF YOUR BUISNESS. Just accept my payment. And also stop charging $15 just to make a payment over the phone. Your customer service representatives are not worth half of that fee(seriously).Desired Settlement: Stop requiring my social security number for payment. It's a private number and there are other ways to verify my account information so the payment can be applied. If for any reason I am unable to pay my own account, my SSN should not be a requirement for you to accept money on behalf of my account. I shouldn't have to share the last 4 of my SSN with anyone who wishes to make a mortgage payment on my behalf. Stop over reaching for my most personal information on a monthly basis.

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. 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 have recently submitted a claim to QBE - the insurance that was placed on my home by PennyMac. QBE sent out an adjustor to assess the damage which they estimated at $8,015.22. QBE then cut a check for the amount of $3099.67 (after deductible and depreciation) and mailed it to PennyMac on June 17, 2015 to cover the repairs. This check was said to have my name and PennyMacs name on it to cover the damages. June 26, 2015 a packet was mailed out to me with instructions for me to find a contractor who would sign an affidavit BEFORE being paid that they would not place a lien on my property for nonpayment. Once I found one I sent in the paper work on August 10, 2015. A month went by I had not received a check to get the repairs started or any communication on the status of my processed check. At this point it is not a claim. QBE has settled my claim. This is about a check. A check that was mailed to PennyMac. I called to find out what was taking so long processing the check for my damages. I was transferred to this loss department only to find out that there were some missing documents that were needed which had not been requested initially nor were they requested upon receipt of my documents. In this conversation I was also told that an inspection of the work must be done at some incremental completion points during the repairs before the funds can be released. How does that make sense? My insurance has paid to repair the damages to my home yet PennyMac wants me to pay for the repairs out of pocket until PENNYMAC gives me the money that QBE insurance company has already disbursed to PennyMac for my repairs.September 8, 2015 there were several substantial rains that led to more damage. Still PennyMac had not released the funds for my repairs. The insulation in my ceiling is wet and causing mold. At the end of October I received a check for $309.97 odd dollars with a "final draw" note on it. Each time I speak with PennyMac there is a different reason why they wont disperse the funds.Desired Settlement: I want them to release the remaining $2789.70 so that I can finish the repairs on my house, this seems like insurance fraud to me.

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. W[redacted] concerns. PennyMac strives to provide superior customer service and respond to all inquiries in a timely manner. A detailed letter of explanation will be sent to Ms. White 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. “

My husband and I have had the worst experience with Penny Mac. They bought out our original mortgage company, Cenlar, over the summer. We've been trying to do a short sale on the house since August. It took over a month for the company to assign us an agent. Once we received the agent's contact info we were told that we would receive a packet of paperwork (which we never got) that was time sensitive. It took me a week of constant calling to finally get our agent on the phone. I listened to him tell me about how he had tried to contact us... we didn't have a single missed call from the company. In October the agent said that he submitted a request for an appraisal on the house. Come November I still hadn't heard from the appraiser. The last time I spoke to the agent was November 7th. I spent an hour on the phone with company on Friday. I left messages with my agent and his supervisor. I even emailed him, but haven't heard anything back from him. I got transferred from person to person to find out that he never ordered the appraisal, but to call back on Monday to see if he'll be in the office. I called back yesterday and still no luck getting in touch with the agent or his supervisor. I managed to be lucky and be on the phone with someone incredibly helpful. She let me know that someone who actually does their job put in the request on Friday when we called. She gave me the appraisers information and he's just in case. There were 2 helpful people at PennyMac and that was about it.

They are the worst company to deal with and I can't wait until I no longer have to deal with them. Their customer service is horrible and I will never recommend them to anyone.

Review: First they mailed us saying that they are going to purchase hazard insurance for my house at outrageous price and wanted me to provide proof of my insurance for this year which I did online at ihaveinsurance.com before the deadline they provided. Even with that they purchased the insurance and sent me another letter saying that I now have to fax these to them. And today I have received another letter saying that they will cancelled the insurance they purchase for this year however they will charge my escrow account for last year. I am really upset and confused the way they do their business and cheating people's time and money. If you wanted the copy of my insurance which I do have the proof you asked me last year and don't charge me this year for something I did not even get the policy statement.This is ridiculous and I do not know how many of us out there going through same frustration that I am going through.Desired Settlement: I would want a full refund in the amount of $3364.23 that were drawn out from my escrow account. And also I would like some bureau investigate if there are not repeated to multiple loan holders.

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. [redacted]’s concerns.

PennyMac strives to provide superior customer service and process all transactions in a timely and accurate manner. Upon receipt of the Revdex.com notification, our office attempted to contact Ms. [redacted] on February 11, February 12, and February 14, 2014. Regrettably, Ms. [redacted] was not available to discuss her concerns during our February 11, 2014 call. A thorough review of the loan was completed as it pertains to her concerns regarding her Insurance Policy. A substantive response was prepared and will be mailed to Ms. [redacted] confirming a full refund was credited to her escrow account on February 12, 2014.

PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain from posting a detailed substantive response to the Revdex.com site as we do not disclose our borrowers’ personal information.

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Description: MORTGAGE LENDER

Address: 6101 Condor Dr Ste 200, Moorpark, California, United States, 93021-2602

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Web:

www.pennymacusa.com


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