PennyMac Loan Services

Review: On October 9th, my wife sent an online payment to Penny Mac through her bank at Huntington. We understand the fact that between Huntington Bank and Penny Mac, they do not have an agreement to send money electronically. Even if the payment was mailed on the 13th of October (12th was a holiday) PennyMac did not process the loan until October the 21st. I called the representative on the phone and he told me since this was the second time a request was made, they would not reverse the charge. In the last 8 years with Chase, do you know how many times we were late for them? Zero! It's because between Huntington and Chase, they are setup as an electronic transfer. We should not have to give another financial institution our bank information. We refuse to go on to PennyMac's website and pay online. However, my wife and I are going to pay next months payment out of this next check. So, based off this month the time it take this company to process payments, it will be an on time payment.Desired Settlement: Our late fee to be 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. H[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.

H[redacted]’s loan to ensure that his concerns are addressed. On November 2, 2015 a PennyMac representative

called Mr. H[redacted]’s on the telephone number on file to discuss his concerns. We

confirmed the process for mortgage payment that are made via bill pay, and

provided the alternative payment options to Mr. H[redacted]’s. PennyMac will send a

written response in regards to 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 spoken with no less than 10 representatives and received over 2 dozen collection calls at my work# looking for a previous employee. This employee has not worked for our company in two years. I have informed everyone I have spoken with to remove the phone number and the calls have continued for over nine months now. I informed the last representative that I would report the business if they did not remove the ph# from their records. I received two calls today.Desired Settlement: I just want them to stop filling my voicemail with messages that are not for me. Stop calling my phone# only to take up my day by repeating to the phone rep that this is no longer the previous employee's ph#. PennyMac has been told over a dozen times and I have the phone records to document the incoming calls.

Business

Response:

PennyMac Loan Services, LLC, (“PennyMac”) strives to provide superior customer service and respond all to inquiries in a timely and professional 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, our office completed a thorough review of Ms. [redacted]’s concerns regarding the telephone calls she received from PennyMac. Our office contacted Ms. [redacted] on April 11, 2014 and confirmed that her telephone number was removed from all of PennyMac’s systems to prevent further calls and also to avoid the telephone being added again.

Review: Pennymac is the holder of my home mortgage. I pay on time every month to Pennymac. I started my loan with PMI(Mortgage Insurance) and have since paid down the loan to a point that the PMI should be removed. My home value has increased dramatically over the past year and I would have gotten an appraisal to show this to Pennymac, but it costs about $500 and they never told me that was an option. The PMI should actually be automatically removed when you get to 78% which I am now at, but they wont remove it...January 21 I requested the removal of my PMI as the ratio of loan to value was below 80%. It took nearly a month for Pennymac to reply(Reply dated February 19). Also, I was told by customer service that I would get a reply within 10 days... Their reply states that I now must pay for an appraisal or a BPO($125) to make sure the value of my home has not decreased. They will not allow me to obtain my own appraisal through an authorized appraisal company. They also will not allow me to obtain my own BPO through an authorized Broker. They mandate that I go through Pennymac on this, which seems extremely bias, if not illegal. I also find it hard to believe that Pennymac does not have access to home values in all areas of the country. They should be able to quickly calculate the loan to value ratio without forcing their customers to pay more for this. I am filing this complaint to make sure Pennymac is not breaking any laws in how they are treating me, and all of their other customers. I look forward to hearing a reply and I appreciate the assistance of the Revdex.com.Desired Settlement: I would like a refund for any PMI I have paid that I should not have. I would also like a refund for the BPO that Pennymac is forcing me to buy through them.

Business

Response:

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

Review: I made a pymt on 01/01/2014 of $1406.34. The funds were deducted from my account on 01/06/14. The company applied the funds to my escrow account instead of my monthly pymt. They said a refund was issued which I never rec'd from them. I called on 01/22/14 due to my online banking would not allow me to schedule my pymt for Febuary. I was then informed my loan was deliq. I have called and spoke to Perry ext 5156 and James 5185 in customer service, Luis in the escrow dept, and Evelyn who is a supervisor all of which told me this was being handled. They can NOT find the funds from my payment. I can not pay my Feb. payment because the issue with Jan. has not been corrected. I am now showing 30 days deliq on my loan which I have NEVER been. I have been given the run around, I don't feel like there has been any urgency in this matter, seeing as its been going on since Jan 22nd and I have no answers and they have seem to have lost $1406.34 of my hard earned money.Desired Settlement: I want my funds found and applied to my account as of January 1st. I want to ensure there are no late fees or late payments shown on my credit report. I paid them on time and there company has lost the money and messed up. This is not my error and I should not be going thru this crap!! I am pregnant and this stress is not good for me. I simply want this handled NOW.

Business

Response:

A thorough review of your loan’s account activity was completed to verify the payments applied to the loan. Our records show a one-time draft payment was scheduled with a draft date of January 1, 2014. Further review confirms the aforementioned payment was inadvertently drafted from your bank account twice and posted to your loan twice.

Review: Pennymac bought all Bank of America Mortgages in late 2013.Because of the terminal illness of my only living parent (only child),I had to declare banruptcy during the 2013 year. Since then I have tried to pay my housenote on the phone with Pennymac, I am told there is a $15 charge because and/or I will not allow them to tag my bank account monthly. This is the empitome of bankruptcy discrimination and extortion in my opinion. I have had mortgages with other companies that do NOT charge for phone payments because they get their money almost immediately.Clearly, this compnay is Not accreditted and this may one of the reasons they have not sought certification. They are outlaws with criminal consumer practices in my opinion. I report this to your bureau before I approach my attorney regarding civil litigation regarding the breaking of BR laws and shady practices of the company.Desired Settlement: Acceptance of phone payments by BR customers with NO Charge, effective immediately.

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 and professional manner. Upon receipt of the

Revdex.com notification, PennyMac completed a thorough review of the loan to address Ms.

[redacted] concerns. PennyMac prepared

a substantive response that addresses Ms. [redacted]’s concerns regarding her

account. Please be aware that due to the

status of the loan, PennyMac must refrain from discussing Ms. [redacted]’s loan

in detail.

Please be advised

that upon filing for bankruptcy protection, the United States Bankruptcy Court

imposes an automatic stay that requires PennyMac to stop any collection

activity, report the petition for bankruptcy protection and stop all future credit

reporting until the case is finalized.

PennyMac blocks access to online services while an account is in an

active bankruptcy case or if a bankruptcy case is discharged. Access to online services is blocked to

ensure that PennyMac does not infringe on the automatic stay imposed by the

United States Bankruptcy Court.

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: 9908597

I am rejecting this response because: My concern has NOT been addressed in the response. Why is there a fee of $15 for call in paymnets? I have no proboem with any late fees and legal fees. My concern, again, is the legality and the

empathy shown for people who find it more convenient to call in the payments with an electronic check authorization. Where I live it takes mail several days to reach California (7+). Please exempt people in my situation as quoted in the BR from such SERVICE FEES. I have dealth with mortgage companies (not all banks ) for over 50 years and this is the ONLY company with this fee.

Regards,

Business

Response:

Thank you for providing PennyMac Loan Services, LLC ("PennyMac") with Ms [redacted]d's rebuttal to our response.

Review: I have spoken to four customer service reps since December 3, 2013. I have also sent a number of e-mails, trying to resolve their mistake in our County Tax payment. PennyMac who utilizes a third party payer to take care of County Tax payments failed to follow policy when making these payments and have paid the County too much. The County has sent a refund of $76,326.79 back to the third party payer, who is Corelogic. But, for some reason PennyMac does not have information on this refund. My last contact with PennyMac was with [redacted], on January 13, 2014, he promised to call me back by January 15, with a resolution. I never received that phone call. And needless to say, my account is still not brought up to date. My account still shows that my County Tax portion of my house payment as $85.92 but it should be $58.31. I do not understand why this isn't resolved. There was no problem raising my homeowners insurance.Desired Settlement: Fix my account and get it corrected. Hire competent employees, implement a better training program, update your system, back up your word with action. Just do right by your customers.

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. Arbuckle’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 completed a thorough review the loan to verify the status of the requested corrections. Our office confirmed that as of January 21, 2014, the necessary adjustments were completed the loan pursuant to Ms. Arbuckle’s request.

An Escrow Disclosure Statement was mailed to Ms. Arbuckle providing her with a breakdown of the escrow account and confirming the changes to her monthly tax payment. In addition a refund was mailed to Ms. Arbuckle in accordance with the escrow analysis completed on the loan.

As of the date of this posting, all necessary adjustments were completed on the loan.

Review: PennyMac has failed to provide me with the remaining potion of my escrow account that they have had wrongfully in their possession since 08/2014. PennyMac sent me a letter on or around 04/27/2015 advising me of the money they were holding, the letter suggested they were not holding it intentionally and if I would simply provide proof of the address to which the letter was sent they would send me my money. I provided proof in the form of a medical bill, as their example suggested would be acceptable, and I have yet to receive my money. I have called 2 times after waiting the 3-4 weeks their letter said it would take to re-issue the check each time I call there is a different excuse why the money is still in their possession. PennyMac has my current address it has been provided two times now yet PennyMac finds the process of distributing a check to difficult a task. It has been almost 2 months since PennyMac has been advised I want my money and I haven't changed my mind.Desired Settlement: Send me my money. $246.81 is the amount you owe per PennyMacs very own letter.

Business

Response:

Thank you for bringing this matter to ourattention and allowing PennyMac Loan Services, LLC (“PennyMac”) theopportunity to review and respond to Mr. M[redacted]’s concerns.PennyMac strives to provide superior customer service andrespond to all inquiries in a timely manner. Mr. M[redacted] has been provided with the direct contactinformation for the representative assigned to his account. PennyMac iscurrently in the process of researching the escrow refund and a letter ofexplanation will be sent to Mr. M[redacted] under separate cover.PennyMac values and protects its customers’ confidentialinformation. Due to privacy reasons, we will refrain from postingany personal information to the Revdex.com site as we do not discloseour borrowers’ personal information.

Review: I am experiencing difficulty with PennyMac and resolving my issue. I refinanced my mortgage 4/26/15 and was told I would skip my 5/1/15 payment. I closed on 4/26/15 and was told it would fund before 5/1/15 and there would be no payment. Unfortunately, $3040.29 was deducted from my account on 5/1/15. I was told repeatedly by two agents this would not happen. It still did. When I pursued repayment, I was told by an agent I needed to submit a refund request and it would be refunded 5-8 business days. I did that and called back after the 8 business days. I was then told by another agent the request was denied because I had no proof $3040.29 was deducted from my account. I told the agent it should appear on my statement. After several minutes of discussion, the agent told me it would be refunded and payment sent via FedEx over night (the payment actually took 5 days). The check was in the amount of $3198.89 and was from my escrow amount. It should have been for $3040.29 and the escrow left alone. As you can see, there has been many mistakes on the part of PennyMac:1) $3040.29 was deducted and should not have been.2) The money in my escrow account should not have been sent to me.3) PennyMac still has $3040.29 of my money and there is no record of it on the company's part.4) In the refinance, an escrow account has not been set up. I talked to an agent on 5/15/15 and he told me he would get back to me after he looked into the matter. He did not return my call and I called him on 6/14/15. He returned my call on 6/15/15 and left a message. I returned his call on 6/15/15 and called 3X after that (no answer).Desired Settlement: I want the $3040.29 refunded.

Business

Response:

Thank you for bringing this matter to our attention andallowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity toreview and respond to Mr. W[redacted]’s concerns.PennyMac strives to provide superior customer service and respond to allinquiries in a timely manner. PennyMac has assigned a Research Specialist to address Mr. W[redacted]’s concerns.We are currently in the process of researching the application of payoff proceeds and a resolution letter will be sent to Mr. W[redacted] under separate cover.PennyMac values and protects its customers’ confidentialinformation. Due to privacy reasons, we will refrain from postingany personal information to the Revdex.com site as we do not discloseour borrowers’ personal information.

Review: I bought a house with a loan and my monthly loan payment I make is locked and should be $633.30 every month. This PennyMac company keeps charging me more money every single month than the one before and it should be 633.30 every month. I talked to them 10 times and my kids talked to them and told them theres a mistake with the amount of money their charging me and they said theres $289 property tax and I sent them $420 property tax plus the $633.30 monthly payment and they keep charging me more and more every month and they keep taking more money than the locked 633.30 monthly payment and this is illegal. Everytime I talk to them they say the extra money is for different things. One time they said its for the property inspection fees and one time they said its for the property tax and another time they say you have to pay the extra money for no reason. Some of the monthly payments I make for the loan doesnt get counted. I payed $3.682.72 from the house price so far and they said I only payed $2.411.80 of the house price. They keep sending me mail saying im late on my monthly payments that I made and I always call them and tell them they always take their payment on time from me and im never late on my payments and they keep taking more and more money from me every month and lie about what its for. Please I need help with this problem fast because I cant get to a solution with them. It looks like they just want to do anything to get more money and take the house from me and this is against the law. Please help me with this problem. Thank you.Desired Settlement: I just want them to take the money that their supposed to be taking which is the 633.30 locked monthly payment. I payed double the property tax and they keep taking more property tax. I want them to not charge me the extra non-sense payments like inspection fees and extra property tax and only charge me the money their supposed to be charging me which is like from my first monthly payment

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.N[redacted]’s concerns to our attention and allowing us the opportunity to respond.Upon receipt of the Revdex.com notification, our office attempted to contact Mr.N[redacted] on July 17 and July 20, 2015, to ensure that his concerns are addressed. A letter of explanation will be sent to Mr. N[redacted] under separate cover. 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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10714176, and find that this resolution is satisfactory to me.

Regards,

Y[redacted]r

PennyMac called me and said they will give me back the money they weren't supposed to take and they said they will send me a message after they fix the problem. Thank you and I'm waiting.

Complaint id is 10714176

Review: I purchased my hoe DR Horton and I received a quote from their subsidiary company and a few other companies for insurance. I didn't go with DR Horton Insurance. The company I selected was paid at closing 9/2013. in December 2013 Penny Mac paid $786. out of my escrow to DR Horton insurance company. I received a letter that my escrow was low fro Penny Mac, when I contacted them in January I informed them that I paid my full year at closing and no payment was need until 2014. Thats when I found out the name of the company they paid. I asked didn't you guys verify they said not once they receive a bill they pay it. I also informed the that my insurance is included in my mortgage payment why would you pay it again. When I contacted the insurance company they said they don't know how Penny Mac received a bill in december because that was not an active policy, and the funds was returned to Penny ac third party billing company. I have been trying to resolve this issue for over a year and Penny Mac have constantly pushed me around, they even hung up on me when I said I was going to record the call because every time I call back they push me around for ours, I have been on the phone with then for up t 3hrs on one occasion with supervisors. According to DR Horton insurance company PennyMac received and cash the check and never refunded my account. On March 2 they told me they found the check and it would be refunded in 7-10 day. As of April 6th it was not refunded when I contacted them I was on hold for 2 1/2 hours and I was transferred 5 times and the last gentleman was a supervisor hung up on me I informed him that I was going to record the conversation, when he told me I needed to provide them proof from the insurance company that they cashed the check. PennyMac is not trying to resolve this issue in a timely manner, it does not take over a year to refund my account.Desired Settlement: I would like my account refunded. If I could put a price on the stress they caused me I would also. But I think they should pay the interest on the $786. they received from their back for holding my refund for so long.

Business

Response:

Thank you for bringing this matter to our attention andallowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity toreview and respond to Ms. [redacted]’s concerns.PennyMac strives to provide superior customer service and respond to allinquiries in a timely manner. Ms. [redacted] was contacted on April 9, 2015, and was provided with the direct contact information for the representative assigned to her account. PennyMac is currently in theprocess of researching the hazard insurance a letter of explanation will be sent toMs. [redacted] under separate cover.PennyMac values and protects its customers’ confidentialinformation. Due to privacy reasons, we will refrain from postingany personal information to the Revdex.com site as we do not discloseour borrowers’ personal information.

Review: The untimely way that PennyMac Loan Services, LLC posts a mortgage payment to your account. It takes 14 days for a payment to post to your account. I think they are using your money to generate interest income for their own gains and then trying to obtain late charges as a result of this practice.Desired Settlement: To have my payments restored to paying my loan from my checking account or done over their internet site. Also they informed the credit bureaus that my payment was late and I would like that 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 Ms. [redacted]’s concerns to our attention and allowing us the opportunity to respond.

Upon receipt of the Revdex.com notification, a representative from our office contacted Ms. [redacted] on April 29, 2014 and discussed her concerns. Our representatives contact information was provided should Ms. [redacted] have any additional concerns. Additionally, a message was left on May 7, 2014 to provide Ms. [redacted] with a substantive response that addresses her concerns.

Our office completed a thorough review of Ms. [redacted]’s loan to ensure that her concerns were addressed. PennyMac processes all payments received by U.S. Postal Service within one business day of receipt and payments are credited effective for the date they are actually received. A letter of explanation will be sent to Ms. [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. [redacted]’s concerns to our attention and

allowing us the opportunity to respond.

Review: pennymac could not provide a refi loan as stated. I paid 100.00 app.fee.I was told it was refundable if they could not do the loan.it has been many weeks.now no one there has answers. they do not return my calls.accct.exc.susan ###-###-####.never answers her phone or returns my calls.all I want is my refund.Desired Settlement: refund of 100.00

Review: I have a residential mortgage which PennyMac purchased from my original lender. I had PMI as a part of the mortgage agreement, but my house has since appreciated in value, so I called to set up an appraisal and request that PMI be cancelled. I asked about the process and was advised that the loan-to-value ratio (after the appraisal) had to be 75% or less in order to cancel PMI. I asked why - as federal law states that PMI cancels automatically at 78% - and I was advised that this was a part of the contract I signed when I purchased my home. I have copies of all the closing documents and looked through them but found no such disclosure anywhere.I asked PennyMac to forward the documentation the representative referred to (about the 75% requirement), and they said they would do so but never did. I also asked them to send me written confirmation of the amount my house would need to appraise for in order for PMI to be cancelled; this request was refused because, per the representative, "if we made a mistake in the number we would not want to be held to the number we wrote you." This is simple math, and all I was asking for was written confirmation of the number so that I could make sure I understood the process and would not be wrongly denied a cancellation of PMI. Finally, after speaking with the first representative, I asked to speak with a PMI specialist; I was told the specialist was busy but would call me in 15-20 minutes. This never happened. I had to call back 2-3 hours later, and the next representative "blind transferred" me to a PMI specialist who had no idea why I was calling. After I explained my concerns, the PMI specialist would not answer my question about the required appraisal value of my home and I asked to speak to a manager. I was promised a return phone call from a manager the same day (Friday). I did not receive a phone call until this afternoon (Monday at about 3:30 p.m.). The manager also refused to answer my question about the required appraisal value.Desired Settlement: I would like the company to send me, in writing, confirmation of the amount that my home needs to appraise for in order to qualify for a cancellation of PMI. I would also like the company to send me a copy of the document(s) they referred to (a form that was, according to the company, a part of the closing documents on my home) that purportedly disclosed the policy that my loan-to-value ratio must be 75% or lower in order for PMI to be cancelled.

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 Mr. [redacted]’s concerns to our attention and allowing us the opportunity to respond. Upon receipt of the Revdex.com notification, our office completed another review of Mr. [redacted]’s loan to ensure that his concerns are addressed. PennyMac’s PMI Department is currently in the process of obtaining necessary information in order to assist Mr. [redacted] with his request.A representative from our office attempted to contact Ms. [redacted] on February 3, 2015 to discuss his concerns and provide an update on his request. A message was left with our representative’s contact information. Additional attempts are being made and a letter will be mailed to his attention with further detail. 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: Aug of this year 2014, my mortgage was sold to Penny Mac and I did not know this as neither company felt compelled enough to notify me of this transaction. I noticed in Spet that my monthly payment was not aoutmatically debted from my account as in the previous 14 months with the original mortgage lender. I had to inquire as to the payment status with the original lender and that was when I was notified that it had been sold. So I called Penny Mac and attempted to establish contact with a person/voice to get my account number and a mailing address. To know avail I was on hold for over 2.5hr and still no resolve. That is until I recieved a letter notifying me that I was late in payment and there was a penalty fee to be paid. I immediately started the process of Refinancing and then threw $5200 at Penny Mac knowing full well that I would get the money back after closing. What a PISS POOR company for veterans to deal with. Absolutely no communication!Desired Settlement: Reverse any and all late fee applied to my account effective August 1, 2014

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. [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. [redacted] on December 15, 2014, to discuss his concerns. Mr. [redacted] was provided with a substantive response that addressed his concerns. PennyMac confirmed that no late fees were assessed to the loan and no derogatory credit reporting was submitted. Additionally, a letter confirming this information will be sent to Mr. [redacted] under separate cover. PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain from posting any personal information to the Revdex.com site as we do not disclose ourborrowers’ personal information.

Consumer

Response:

Review: 10339826

I am rejecting this response because:

Regards,

Review: I am currently in the process of transferring my loan over to Loan Depot from Penny Mac. It has been almost a month and Loan Depot is stating that Penny Mac hasn't responded. Below is the email I have received from Loan Depot regarding the status. Every time I call Penny Mac they act like they are clueless as of what is going on and ask me for numbers on my case.Good Morning Ms. S[redacted], FHA requires us to contact the original lender first and foremost as it is easier and quicker for them to release the FHA Case Number that is needed in order to move forward due to this being an FHA loan. Several contact attempts had been made as stated earlier and per the FHA requirements. I submitted the original request to FHA on 11/17, received a response stating the request has been submitted to the Homeownership Center on 11/20 and it stated to give them 3 business days to process the request. When I called yesterday, they stated the request wasnt submitted until 11/21 and due to the holidays, a response was not expected until 11/30 or today. I will be calling today to expedite this further. See the screenshot below as it shows the current status and us not making this up either. (Also, see the attached email showing auto-response from the FHA Resource Center). I just wish to be fully transparent with you as this is a one off situation due to PennyMac and other parties not following through per both of our requests. Due to PennyMac not returning any contact, we had to go about this the long way. We normally try our best to handle everything as our clients are very busy, but if there is anything you could do to help, we would be highly appreciative as right now, this matter is somewhat out of hands. I will be calling the FHA Resource Center as we cannot contact the Homeowner Center directly. If we have multiple fronts attacking PennyMac, then we should have good results. Thank you greatly!Desired Settlement: For my loan to be transferred by the end of the week

Business

Response:

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 her account. A detailed letter of explanation will be sent to Ms. S[redacted] under a seperate cover within 30 business days

Review: I received $15,988.86 from my home owners insurance to build a new garage because my old garage was destroyed by a storm on July 12, 2015. The check I received from my insurance company was made out to myself and PennyMac. Their policy is to disburse the amount in increments of 30%. When their desired amount of work is done PennyMac sends an inspector to my house. Once they get his report they are supposed to disburse another check. Today my garage is over 90% complete and I have only received $5,329.62 to pay my contractor. I haven't even paid him for the materials is took to build the garage. The last time an inspector was at my house was November 23, 2015. He assured me his report would be submitted that evening. I called PennyMac on December 3, 2015 and was told they had just received the report on December 2d. Their practice is to review the inspector's report and then have a check disbursed - which takes 3-6 business days and then sent UPS express. I am in a quandary because my contractor wants more money now and I don't have it. He has subcontractors to pay. I feel a matter as important as this should be handled in a more efficient manner.Desired Settlement: I would like the remainder of the $15,988.86 to pay my contractor.

Business

Response:

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 Loss Draft Insurance check on December 8, 2015. A

detailed letter of explanation will be sent to Ms. S[redacted] under

separate cover within 30 business days.

My loan was sold/transferred to PennyMac from Bank of America in July. I get a notice in the mail 4 Sept that my Aug 2015 taxes have not been paid on my house. I call PennyMac and they were all nonchalant saying we have quite a few customer we haven't paid, because of the transfer and claim they will pay it and the late fees. Well I called back again from 8 Sept to 11 Sept to confirm and they had to put in the request again. Now I called back again on 14 Sept checking the status and nothing. This company is such a freaking headache. I was there was an office close so I could go in person. The pass few months with them and there wack website have been the worst.

Review: To whom this may concern On 28 AUG 2015 I was informed by your CSR that I am not required to make any more payments towards my house loan. I responded to the CSR I was able to afford the payments, and that I was willing to continue to do such. I was then informed by the CSR PennyMac was starting procedures to Foreclosure on my home because I was more than three months late, however I am still WONDERING WHY I HAVE NOT RECEIVED ANY ANSWERS OR HELP FROM PENNYMAC SINCE THIS COMPLAINT THAT WAS SENT TO YOUR COMPANY (BELOW) dated 6/16/2015 in reference to my home loan was never INVESTIGATED. In my letter I pointed out PennyMac failure to honor an agreement that was done on a PennyMac on a recorded telephone line 15 APR 2015 by your representative N[redacted]. Also in the letter I requested a forbearance or anything to help me save my home from this foreclosure. The fact is I do NOT have 12,000 dollars to get caught up, that was the reason I applied for the modification in the first place and was denied because of income, then I was informed to do it again since my salary went up 50% and that I only needed 10% more income to qualify, So I attempted it once again, and discovered PennyMac denied my modification once again. I was MISINFORMED by your representative. This is VERY FRUSTRATING and I suspect a hostile and or predatory loaning service from PennyMac. I want PennyMac to honor the agreement that was on the phone. My income went up 50% and I was still denied a modification. I made a complaint by email on this issue 28 April 2015 to M[redacted] and once again it fell on deaf ears. Your CSR agents are not very helpful and constantly misinform and are dancing around my loan. I am starting to wonder if this is a hostile/ Predatory lending loan service. I have been misinformed about my house loan ever since coming to your loan services. We are doing are very best in getting help to get our loan current. Now is PennyMac going to help or keep playing games with our lives.Desired Settlement: To honor the agreement PennyMac provided to me on a recorded telephone line 15 APR 2015 by representative N[redacted].

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. H[redacted]'s concerns.PennyMac strives to provide superior customer service and respond to all inquiries in a trimely manner. Upon receipt of the Revdex.com notification, a PennyMac Representative contacted Mr. H[redacted] to discuss his concerns regarding his request for Loss Mitigation assistance on November 19, 2015. A detalied letter of explanation will be sent to Mr. H[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 borrower's personal information.

Review: the company didnt pay my hazardous ins which caused forced insurance I have been fighting for my $4000 refund since july 2015 nobody in customer service/ins dep has an answer. I sit on the phone with the company daily for hours listening to a bunch of reps telling different answersDesired Settlement: for the company to stop overcharging and placing unexplained fees to my 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 Mrs. 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 Mrs. F[redacted] to discuss her concerns regarding her hazard insurance payments. A detailed letter of explanation will be sent to Mrs. F[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. “

Consumer

Response:

Review: 10880603

I am rejecting this response because: the company still could not figure out how to resolve the issue

Regards,

H[redacted]

Business

Response:

Please be advised a detailed

letter of explanation will be sent under separate cover within 30 business days

from the date the complaint was received. PennyMac values and

protects its customers’ confidential information. Due to privacy

reasons, we will refrain from posting any personal information to the

Revdex.com site as we do not disclose our borrowers’ personal information.

Review: PennyMac inaccurately entered my acct number when enrolling for Autopay. It took 4 phone calls and speaking with a supervisor to get it set up accurately. During this time, they charged me $15 for making a mortgage pmt. over the phone without my consent; after I explained to them they entered the acct. info wrong. Then, instead of withdrawing the mortgage pmt. they withdrew only the $15 from my acct. Additionally, they pd. my taxes wrong leaving me with $1753 owing. When I brought this to their attention to pay the accurate amount, I had to explain to the agent why there was an overage in the escrow acct. and told them it was because they pd. the wrong amount in taxes and they needed to send another check for the balance owing before it was due. I was assured someone from the escrow and tax departments would call me back to confirm that accurate info. was entered and correct tax pd. Instead of a phone call, they sent me a refund for the overage in my escrow acct. Following this they reduced my monthly pmt. to account for the "overage" in my escrow acct. I've spoken to no less than 8 agents and 2 supervisors to get this entered accurately and they still can't get it right. When I asked to speak to a supervisor, the agent argued with me that she could get it resolved, I assured her that she could not. My taxes are due in 4 days, and I have no faith they can get it done. I wish I could fire my mortgage company. To their credit I have not had a problem with the supervisors Ida, and E[redacted] (we'll see, E[redacted] should be calling me back tomorrow).Desired Settlement: I want a different mortgage company. I have no confidence in this company, or their employees. They have made too many mistakes. I don't have time to babysit my account, and then hold on the phone for 20 minutes and to explain to one agent after another how to do their jobs. If I don't hover, I'm concerned they will ruin my credit, and not pay my taxes, or my insurance.

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. K[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. K[redacted]’s loan to ensure that her

concerns are addressed. On October 29th and October 30, 2015 a PennyMac representative called Ms. K[redacted] on the telephone

numbers on file to discuss her concerns. 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.