PennyMac Loan Services

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: For approximately one month, we have been trying to work with PennyMac to bring our mortgage up to date. My husband has spoken to several people at PennyMac about options to remedy our mortgage payments. I am the only one working presently, and having some difficulty keeping up with payments. My husband has spoken with multiple people at PennyMac, but NO one has offered to discuss any options with us, even though PennyMac continues to mail me letters stating they would like for us to call them immediately to discuss options to remedy the mortgage payments. We have done all we can to contact PennyMac to discuss any and all options to bring our mortgage up to date, but PennyMac will NOT return phone calls, NOR draw up any proposals to assist us in meeting our obligations. I truly would like to work something out with PennyMac, but they won't work with us, and they continue to tack on huge interest rates making it more difficult for us to catch up and bring our account up to date. It seems intentional that PennyMac is not returning our calls and they refuse to openly discuss ANY options to remedy this situation.Desired Settlement: I would like to discuss any option for bringing our mortgage up to date. I want PennyMac to drop the interest rates they added to our mortgage payment because we notified PennyMac, when we encounter difficulty making payments and requested to discuss some type of arrangement that would allow us to catch up with payments. PennyMac told my husband that they would look into options for assisting us, however; NO one has put anything into writing, NOR returned any of our phone calls.

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. Cooper’s concerns to our attention and allowing us the opportunity to respond. Upon receipt of the Revdex.com notification, our office contacted Mr. Cooper to provide him with a direct phone number to the person who can address his concerns. PennyMac is in the process of finalizing a written response.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:

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 were addressed. A representative from our office called Mr. [redacted] on October 8, October 10, October 16 and October 17, 2014, to review his concerns and provide resolution as it relates to his request for mortgage assistance and October payment. Unfortunately, our attempts to contact him were unsuccessful. 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

Consumer

Response:

Review: 10250146

I am rejecting this response because: although my husband did speak with a representative from PennyMac today, 10/21, we have just started a discussion to address our mortgage concerns. Nothing has been finalized, and won't be until PennyMac and myself have reached some kind of arrangement concerning our mortgage.

Review: I had entered into a loan modification with Bank of America at the beginning of 2013. By the time all the paperwork had been completed, PennyMac had purchased my mortgage and had began servicing the loan. The completed modification was submitted to PennyMac, after trial payments had been made, by September 2014. There was no mention made of any missing documents or any problems with the paperwork. Shortly afterwards, I began receiving billing statements from PennyMac showing that I owed over $2000. I then called only to be told that the modification was still being processed and to ignore the statement. I began to regularly communicate with PennyMac loan services to which I was told repeatedly that the modification was being processed and to give it another 30 days. When tax season came around, the 1098 showed that I had only paid approximately $2000 in property taxes and insurance premiums on the loan. After finally contacting someone other than a CSR, I was told that a document was missing from the modification which was delaying the entire process, my credit would be repaired and that a Senior Vice President was working on correcting my 1098 form. I was only two days ago that I received a phone call from a PennyMac CSR whom informed me that PennyMac was issuing a Notice of Intent to Foreclose on the property when I had made all my payments, fulfilled the stipuations of the Loan modification and followed the advice from the PennyMac employees.After doing some research, I discovered that this particular chain of events was anything but happenstance as PennyMac has a history of following this pattern of action usually resulting in several of their clients having to file bankruptcy in order to distance themselves from PennyMac, Bank of America, and EverBank. This is a clear violation of 15USC 1681 by practicing willful negligence by losing loan modification paperwork while damaging consumers credit rating and proceeding with foreclosure proceedings against consumers who are NOT a foreDesired Settlement: The resolution I would like the Revdex.com to assist me with is:Credit repair from PennyMac reporting 16 months of non-payment of my mortgageImmediate auditing and correcting of my loan accountAt the completion of the audit I would like for a statement from PennyMac and Ever Bank to be issued, on their letterhead, clearly stating I am not a Foreclosure Risk and that my account is CurrentPursue other litigation to end this practice as required

Business

Response:

PennyMac Loan Services, LLC, (“PennyMac”) strives to provide superior customer service and process all transactions in a timely and accurate manner. Thank you forforwarding 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 loan to ensure that her concerns are addressed. A representative from our office called Ms. [redacted] to provide resolution as it relates to her request regarding the credit reporting. 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 privacyreasons, we will refrain from posting any personal information to the Revdex.com site as we do not disclose our borrowers’ personal information.

Review: PennyMac's automated system keeps calling me telling me to call them but when I call them, they tell me that they haven't called me and I don't have a loan with them. They need to stop HARASSING ME!Desired Settlement: I want them to stop HARASSING ME. I don't have a loan/mortgage with them.

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 manner. Upon receipt of the Revdex.com notification, a PennyMac Representative contacted Mr. B[redacted] on July 10th and July 15, 2015, to discuss his concerns. A voice message was left to Mr. B[redacted] at his primary telephone number with an agent direct line and extension. A Letter of explanation will be sent to Mr. B[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: 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: We were solicited by our mortgage company PennyMac to refinance out home. After talking with G[redacted] about the details of the refinance, we agreed to move forward.

We were told to bring about $2400 to closing, which we agreed to and we would need to provide one utility bill, both social security cards, and 2 months of personal bank statements. All of which we provided. After we signed everything that was given to us and after we paid the $100 application fee we were informed that our escrow account was short and we would need to bring in an additional amount to closing of about $1100, bringing our total amount to close to about $3500-/+. Since we had already paid the application fee of $100 and had our credit run by PennyMac AND had to provide additional documents to get out title cleared, we agreed to the additional amount.

Then we were contacted by our processor Carole Aversa asking for proof of funds to close from another bank account so we provided our business savings account statement. Then we were asked for two more months statements from that savings account, which we provided. THEN we were asked for our K1 to show ownership of this account. We then sent the K1, only to be told that was not sufficient. We feel we were lied to about what would be required to obtain the refinance. Two personal bank statements is what we were told and now we are being asked for many other documents. The most recent form was a donor/gift letter so that we could say a family member was gifting us money to close the loan. We do not have such a family member that would sign such a document. Yet another document that they are asking for that we do not need because WE have money to close the loan. We would not have agreed to come to closing with the funds if we did not have them. Nor do we have a family member that could or would gift us the amount to close.Desired Settlement: We either want PennyMac to:

1. approve the loan on the conditions that were told to us when we agreed to the loan and cease the continuous request for documentation.

or

2. Refund our $100 application fee and remove their inquiry from both of our credit reports.

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. C[redacted]'s concerns.PennyMac strives to provide superiro customer service and respond to all inquiries in a timely manner. Upon receipt of the Revdex.com notification, a PennyMac Representative contacted Ms. C[redacted] to discuss her concerns regarding the refinance on December 17, 2015. Regrettably, we were unable to reach her and a voicemail was left with the contact information. A detailed letter of explanation will be sent to Ms. 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 our borrowers' personal information.

Penny Mac Purchased my loan from my original company which at first I didn't mind. I felt like I would have liked to have a say in the matted but shrugged it off. It was not Until I started having to work with my new lender that the frustration began.

It seems like PennyMac is stuck in the stone age. Electronic communication is beyond them and their wording on their website is not only confusing but misleading.

I was excited when I saw that they added internet payment option and I wanted to pay extra on my monthly payment. The options said. Amount and than how many payments I'd like to make. So I put in 200 and said I'd like to make one payment. For penny mac this translated to my asking to make two full payments plus 200 extra which overdrew my account and left me scrambling for 2 months to catch up on finances. They took all the payments electronically in a matter of 4 days but when I told them I had misunderstood and needed on payment returned I had to wait over 3 months to get it sorted out! It was on three ring circus of hassle after another to get this rectified.

Now I need a roof put on my home due to hail damage. My insurance campany was fast an efficient in sending out a check with both my name and pennyMacs on it with one week. Not three weeks later penny mac can't figure out how to handle it. They want me to cancel the check and re issue it. I HAVE HAD IT WITH THEIR AWEFUL COMMUNICATION AND INABILITY TO EXPLAIN THEMSEVES! I had to call my insurance company just to translate what the heck my mortgage company was trying to say.

I'm still working on getting this claim resolved.

"All in all Penny MAC Is a primitive and infuriating company to work with. They are happy to take you money as fast as possible but when it comes to any service; expect to spend no less that 2 months to accomplish anything. Get Ready to sit on your hands an wait if you end up with them as a mortgage company!"

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: 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: 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: 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: Penny Mac acquired our loan from Bank of America in Dec. 2013. I made the payment due Dec 1 in person to Bank of America branch, and received a letter a few days later telling me to send the payment to Penny Mac. It is now May 2014 and Penny Mac is saying they never recieved December's payment, in addition we have been charged a late fee for each month since December. There has been no confirmation that December's payment was applied to the loan. We even made two payments in April to keep the loan current. Each time we call, a representative responds that our inquiry needs 3 days for review. We have received letters saying that they acknowledge our request, but no one has given us any answers. This has been going on since January to straighten this out, and we are very frustrated.Desired Settlement: We would like confirmation that December 2013's payment was received and applied to the current month. In addition, each payment after should not have acquired a late fee, as the payments were not in fact late. We also would like a statement made to the creadit reports that we are not in delinquency on our loan, as the payment was made to the agency that held the loan and was not applied and transferred, when the loan was sold.

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 William [redacted]’s concerns to our

attention and allowing us the opportunity to respond.

Upon receipt of Mr. [redacted]’s complaint, a thorough review of the

loan was completed. During a telephone

conversation between Mr. [redacted] and PennyMac on May 21, 2014, transaction

histories from Bank of America and PennyMac were discussed in detail in regards

to payments received and applied to the loan.

Mr. [redacted] was also advised of all the correspondence received by

PennyMac since servicing began, and a response to this matter was already

addressed in a letter he was mailed dated February 6, 2014. PennyMac has

informed William [redacted] that a correction of his credit will not be submitted;

however, as a gesture of good will, PennyMac has agreed to waive two late

charges.

PennyMac

values and protects its customers’ confidential information. Due to privacy reasons, we will refrain from

posting any personal information to the Revdex.com site as we do not disclose our

borrowers’ personal information.

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 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: 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: 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: 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've paid my mortgage (including escrow that is supposed to go towards home insurance and taxes) for more than two years, and PennyMac let my home owner's insurance lapse! So now there is a Hurricane in the Atlantic, and I haven't had home owners insurance in six days. When I called "customer service" to inquire about MY escrow insurance money, Jules (agent 41276) informed me that an insurance invoice was never received, so they had no idea who to pay. No one at the PennyMac office reached out to ME to see what I wanted done with MY insurance money, and PennyMac refuses to take any "additional" action until August 24. I have used the same insurance company from day one. There is no excuse to take the money out of my escrow account and not pay the insurance!Desired Settlement: Delivery of the insurance policy I paid for that PennyMac has the escrow money for with NO lapse in coverage. As of right now, my home is uninsured despite the fact that I have paid.

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. J[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. J[redacted]’s loan to ensure that her concerns are addressed. On August 20, 24, and August 27, 2015, a PennyMac representative called Ms. J[redacted] on the telephone numbers on file with no answer. PennyMac will send a written response in regards to researching her concerns once the issue has been researched and reviewed.PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain from posting any personal information to the Revdex.com site as we do not disclose our borrowers’ personal information.

Consumer

Response:

Review: 10776221

I am rejecting this response because: I have received no phone calls, messages, or voicemails from PennyMac. My contact information has remained the same through out the entire mortgage process and to date.

Regards,

[redacted]

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 Ms. J[redacted] concerns to our attention and allowing us the opportunity to respond.Our office is in the process of completing a thorough review of Ms. J[redacted] 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 reviewed. A response has been mailed to Ms. J[redacted] on September 2, 2015 regarding her concerns.PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain from posting any personalinformation to the Revdex.com site as we do not disclose our borrowers’ personal information.

Consumer

Response:

Review: 10776221

I am rejecting this response because: To date no correspondence has been received from PennyMac.

Regards,

[redacted]

Review: I owned two properties, one here in California and one in Wyoming. My complaint is against PennyMac for my Cheyenne, Wyoming property. As of this past July PennyMac acquired my [redacted] Ames Ave Cheyenne, WY mortgage. Upon receiving a letter I called to pay my loan on the 20 of July after having trouble paying my old mortgage company of Bank of America. I was informed by the service representative that I owed nothing and my first payment would be in August 2015. Thus when 06 August came I called to pay and was surprised to find that my balance was double my mortgage amount. Upon further investigation it was found out, after calling and talking to four different customer service representatives, that I had owed for July and that the original representative that I talked to never inputted my information or double check the information on the screen when I called and was looking at my California mortgage.I was told that a complain would be filed and a review completed. After which I would receive a call in 72 hours to inform me of the next step. When roughly 72 hours had pasted I called PennyMac on 11 August to inquire about the review, I was informed that the gentleman handling my review was no longer with the company. I then inquired as to what will be done and was told that the information would be raise to the next management level and I would be contacted. The next time I was contacted was 26 August requesting that I pay the mortgage in question. This is outrageous that no action has been taken by this company to fix their mistake, after I have given multiple chances to do so. No one has tried to understand or work with me on this situation, except tell me it will be evaluated to someone else to take care of. If this were to be reported against my credit due to a mistake by a customer service representative it would affect my career as well as all the time and stress of this event has taken on myself and my family.Desired Settlement: I would like someone in the position to make a judgement to contact and talk with me. To explain to me what the company can or is willing to do to fix this mistake. I was told I did not owe and now I owe double. This is wrong, they never had my cell number correct, yet state they called me several times in July. I do not feel I should pay or atleast pay the full amount. Some compensation should be giving to repay me for finding not one but three customer service issues.Thank you,Josh

Business

Response:

Thank you for bringingthis 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 allinquiries in a timely manner. A representative has been assigned to research and address Mr. B[redacted]'s concerns. A voicemail was left for Mr. B[redacted] with the direct contact information for therepresentative assigned to his account. Additional attempts will be made to speak with Mr. B[redacted] in detail. 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. As such, a letter of explanation will be sent to his attention under separate cover.

Consumer

Response:

Review: 10785870

I am rejecting this response because: Pennymac is not trying to resolve this issue. They have only called once. I have not received any other contact from this company. Thus they have again failed to provide timely and professional customer support.

Regards,

J[redacted]

Review: I used their online check payment system to setup a post-payment check date for September 25th. Instead of taking the money in a reasonable amount of time, they waited till around the first week of October, which overlapped my October 1st payment making the total over $1300 to be drawn at one time. That made both checks become returned due to insufficient funds. Because of this my credit score had dropped and hurt my chances of moving to a new state for work. This is the first time anything like this has been so bad with my payment history to this company and when I called the customer service people kept giving me different advice saying to send a cashier's check overnight to the Moorpark, CA address arriving before the 16th and they would not record the delinquency to the credit bureau. Then today a different woman said it didn't matter that they received the check on the 14th before 3pm, it would get reported anyways. So I paid extra to overnight something for no reason is the first problem, but then the woman wouldn't let me talk and said, "let's get away from that subject, I no longer want to talk about that. Is there anything else?" Just dismissing my need to understand fully what was going on. I asked for hardship paperwork that they offered to send me October 6th because I'd been in the hospital the first part of September, so I could explain the issue to them and fix the credit reporting and it still has not arrived so I may be able to try and help myself where the CS people won't.Desired Settlement: Undo the bad credit score reporting due to my history of payments being fund up until now so I can get back in some good graces enough to get moved and start a new job. I'm surprised they are not more helpful seeing as how they bought my loan and I didn't pick them to be my lender. The VA sold them the loan and I had no say. I'd like to leave their company altogether for not helping me and giving me bad information and dismissing me. Fix my credit with a letter to my realtor so I can move on.

Business

Response:

PennyMac Loan Services, LLC,

(“PennyMac”) strives to provide superior customer service and process all

transactions in a timely and accurate manner. Thank you for forwarding Ms.

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

respond.Upon receipt of the Revdex.com

notification, our office is in the process of completing a thorough review of Ms.

E[redacted]’s loan to ensure that her concerns are addressed. On October 16, 2015, a PennyMac

representative called Ms. E[redacted] 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.