PennyMac Loan Services

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

Business

Response:

PennyMac Loan Services, LLC, (“PennyMac”) strives to provide superior customer service and process all transactions in a timely and accurate manner. Thank you for forwarding Ms. [redacted]'s concerns to our attention and allowing us the opportunity to respond. Our office contacted Ms. [redacted]'s husband/co borrower on January 23, 2015, to advise the duplicate tax payment was refunded back into their escrow account on January 20, 2015. At this time a PennyMac Priority Complaint Specialist is in the process of obtaining additional information and conducting a review, in order to determine why a duplicate payment was issued on December 3, 2014. We appreciate Ms. [redacted]'s patience while PennyMac continues our review. Ms. [redacted] has been provided the direct contact information for a Priority Complaint Specialist, should she have any questions or concerns in the meantime.PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain from posting any personal information to the Revdex.com site as we do not disclose our borrowers’ personal information.

Consumer

Response:

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

Regards,

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

Business

Response:

PennyMac Loan Services, LLC, (“PennyMac”) strives to provide superior customer service and process all transactions in a timely and accurate manner. Thank you for forwarding Ms. [redacted]' concerns to our attention and allowing us the opportunity to respond. Our office spoke with Ms. [redacted] on February 10, 2015, to confirm receipt of the notification received from Revdex.com. Please be advised a PennyMac Priority Complaint Specialist is in the process of conducting a review, in order to address Ms. [redacted]' concerns. We appreciate Ms. [redacted]' patience while PennyMac continues our review. Ms. [redacted] has been provided the direct contact information for a Priority Complaint Specialist, should she have any questions or concerns in the meantime. Upon the completion of our review, a written response will be mailed to Ms. [redacted].PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain from posting any personal information to the Revdex.com site as we do not disclose our borrowers’ personal information.

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

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

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

Business

Response:

Thankyou for bringing this matter to our attention and allowing PennyMac LoanServices, LLC (“PennyMac”) the opportunity to review and respond to Mr. B[redacted]’sconcerns.PennyMacstrives to provide superior customer service and respond to all inquiriesin a timely manner. Upon receipt of the Revdex.com notification, a PennyMacRepresentative contacted Mr. B[redacted] on October 7,2015, to discuss his concerns. PennyMac confirmed that his insurance claim is currently being processed. A detailed letter of explanationwill be sent to Mr. B[redacted] under separate cover. PennyMacvalues and protects its customers’ confidential information. Due to privacy reasons, we will refrain fromposting any personal information to the Revdex.com site as we do not disclose ourborrowers’ personal information.

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

Business

Response:

Thankyou for bringing this matter to our attention and allowing PennyMac LoanServices, LLC (“PennyMac”) the opportunity to review and respond to Mr. H[redacted]’sconcerns.PennyMacstrives to provide superior customer service and respond to all inquiriesin a timely manner. Upon receipt of the Revdex.com notification, a PennyMacRepresentative contacted Mr. H[redacted] on August 17, 2015, to discuss his concerns. PennyMac is currently in the process of confirming his insurance policy. Upon resolution,a detailed letter and explanationwill be sent to Mr. H[redacted] under separate cover. PennyMacvalues and protects its customers’ confidential information. Due to privacy reasons, we will refrain fromposting any personal information to the Revdex.com site as we do not disclose ourborrowers’ personal information.

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

Business

Response:

Thank you for bringing this matter to our attention and allowing PennyMac LoanServices, LLC (“PennyMac”) the opportunity to review and respond to Ms. [redacted]’sconcerns.PennyMac strives to provide superior customer service and respond to all inquiriesin a timely manner. Upon receipt of the Revdex.com notification, PennyMac confirmedthat Ms. [redacted]'s hazard insurance premium was mailed to State Farm via overnight mail on August 5, 2015. Further review confirmed that the check was delivered to State Farm on August 6, 2015. PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain fromposting any personal information to the Revdex.com site as we do not disclose ourborrowers’ personal information. A detailed letter of explanationwill be sent to Ms. [redacted] under separate cover.

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

Business

Response:

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Ms. H[redacted] concerns.PennyMac strives to provide superior customer service and respond to all inquiries in a timely manner. Upon receipt of the Revdex.com notification, a PennyMac Representative contacted Ms. H[redacted] on July 27, 2015, to discuss her concerns. There was no answer on the telephone number for Ms. H[redacted]. PennyMac confirmed that her payment was received and applied to her loan. Furthermore, PennyMac confirmed that no late fees were assessed to the loan and no derogatory credit reporting was submitted as the payment was received in a timely manner. A letter of explanation will be sent to Ms. H[redacted] under separate cover. PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain from posting any personal information to the Revdex.com site as we do not disclose our borrowers’ personal information.

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

Consumer

Response:

T

Business

Response:

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

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

Business

Response:

Thank you for bringing this matter to our attention and allowing PennyMac LoanServices, LLC (“PennyMac”) the opportunity to review and respond to Ms. W[redacted]’sconcerns.PennyMac strives to provide superior customer service and respond to all inquiriesin a timely manner. Upon receipt of the Revdex.com notification, a PennyMacRepresentative attempted to contact Ms. W[redacted] to discuss her concerns. Our records confirm Ms. W[redacted]'s August 2015 payment has been applied to her loan and there are no late charges due at this time. PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain fromposting any personal information to the Revdex.com site as we do not disclose ourborrowers’ personal information. Additional attempts will be made to discuss this matter with Ms. W[redacted] and a detailed letterwill be sent to Ms. W[redacted] under separate cover.

Consumer

Response:

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

They sent correspondence indicating they are researching the incident.

Regards,

A[redacted]

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

Business

Response:

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review Ms. C[redacted]’s concerns.PennyMac strives to provide superior customer service and respond to all inquiries in a timely manner. Upon receipt of the Revdex.com notification, a PennyMac Representative contacted Ms. C[redacted] on May 8, 2015, to discuss her concerns and was provided with the PennyMac Representative’s direct contact information. PennyMac is currently in the process of further reviewing Ms. C[redacted]ls concerns. A detailed letter will be sent to Ms. C[redacted] under separate cover. PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will refrain from posting any personal information to the Revdex.com site as we do not disclose our borrowers’ personal information.

Consumer

Response:

Review: 10613834

I am rejecting this response because:

Review: There was an error with the bank auto payment for Nov 2014 and it did not go out. I revived several phone calls from PennyMac after the due date. I spoke to someone from PennyMac after the thanksgiving holly day on November 28. I imitatively offered to re-send the payment from my bank, or provide payment over the phone. The representative directed me to submit payment using the PennyMac website and told me that it would be the fastest way to avoid any late charges or late payment affecting my account. While the representative was on the phone I entered the information into the PennyMac payments system and submitted the payment. I was assured by the representative that everything went through successful and that I did not have to do anything further. A few days later I revived a phone call from PenyMac stating that the payment did not go through. I inquired and they stated that the bank account number was entered wrong and that I had to make the December and November payment, which I did via phone. Later I noticed that I had a negative remark on my credit report. I contacted PennyMac to resolve the issue, they told me to get a letter from the bank. I got a letter and sent it to them that explains the reason for the first missed payment. After review PennyMac did not update my credit file and stated that since it was me who entered the wrong bank number it was not their fault. Summary of events:Bank of America cancelled November 2014 payment by mistakePennyMac directed me to pay via PennyMac.com on Nov 28 2014PennyMac.com does not verify validity of the account or require the customer to enter the account twicePayment provided over phone on Dec 2014Late payment reported to credit agenciesPennyMac asked for a letter from Bank of America and promised to remove the late payment reportCredit Report not updated as promised by PennyMacDesired Settlement: Late payment not my fault, Bank of America has admired their mistake. I never intended to not pay PennyMac or pay them late. I request that the late payment be removed from all credit agencies as originally promised by PennyMac.

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]’s concerns.PennyMac strives to provide superior customer service and respond to allinquiries in a timely manner. Upon receipt of the Revdex.com notification, a PennyMac Representativecontacted Mr. [redacted] on March 30, 2015, to discuss his concerns. Mr. [redacted] has been provided with the direct contact information for the representative assigned to his account. PennyMac is currently in the process of researching his concerns and a letter of explanation 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 our borrowers’ personal information.

Review: [redacted]Penny Mac is my mortgage company and since May 2014 I have had issues with them crediting my payments to my account. They have reported me over 30 days late to credit agencies, and it is not that I am paying over 30 days (I do pay a bit late but never over 30 days!) it is that they are not applying the payments. It makes me wonder where my money is going?? Should I report this to the Federal Reserve? I noticed they have other negative reports from other customers on the internet, over 54 complaints! They told me they would be sending a correction letter to credit reporting agencies and I would get a copy of the letter within 10 days correcting the situation. That was on 9/10/14, over a month ago. I called tonight to get and update and the service representative started telling me the same story that I was late and and only made 1/2 a payment in May, which is a lie. I asked to speak to a supervisor, ([redacted]) who said she would call me in a few days with some news. I am not holding my breath, I don;t believe this company anymore. My loan was sold to them by Bank of America, and I have had problems ever since the sale. Please help me. I don't know what to do. I am trying to clean up my credit and pay off my debts and this is not helping me. Thank you for your assistance in this matter.Kind regards,[redacted]Desired Settlement: I would like to get a fair reporting of my payments to PennyMac Loan Services. I have never been over 30 days late and would like all negative reports stating such to be removed from my and my husband, John C Mac Iver, the co-borrower's credit reports.

Business

Response:

PennyMac Loan Services, LLC, (“PennyMac”) strives to provide superior customer service and process all transactions in a timely and accurate manner. Thank you for forwarding Mrs. [redacted]’ concerns to our attention and allowing us the opportunity to respond.

Upon receipt of the Revdex.com notification, our office completed a thorough review of Mrs. [redacted]’ loan to ensure that her concerns were addressed. A representative from our office spoke with Mrs. Maciver on October 13, 2014, to review her concerns and request an update to her credit report as requested. PennyMac is in the process of finalizing a written response to confirm the telephone conversations and review of the loan as it relates to her credit reporting.

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 Mrs. [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 Mrs. [redacted]’ loan to ensure that her concerns were addressed. A representative

from our office attempted to call Mrs. Maciver to advise corrections were made accordingly as requested, on October 24, 2014. PennyMac is in the process of finalizing a written response to confirm the corrections made and address her additional 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:

I have reviewed the response made by the business in reference to complaint ID 10263965, and find that this resolution is satisfactory to me, provided PennyMac follows through with their promise of a letter to me to ensure they have corrected the situation. They promised this in a call to me this week. If I do not receive the letter, I wish to re-submit this complaint against them. Thank you to the Revdex.com for mediating this situation.

Regards,

Review: I have been trying to obtain a loan modification with my mortgage company. I have faxed documents for (8) eight weeks now and I still do not have an answer. I will place phone calls to the underwriter, Mr. Samuel Sandlin and they are never returned to me. They often lose documents that I've previously sent and I have to resend them. I am very frustrated with this lengthy process and would like an answer to my loan modification as soon as possible.Desired Settlement: I would like my loan reviewed as quickly as possible and I would like to hear the terms of the loan modification. I feel I've waited plenty of time to get an answer since I've been waiting for two months now. I would also like an explanation for the delay and why I'm being ignored and my phone calls are not returned.

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 MMr. C[redacted] to discuss his concerns regarding the status of his loan mosification on January 13, 2016. A detailed letter of explanation will be sent to Mr.C[redacted] under separate cover within 30 business days.

Review: PennyMac needs to send me a refund on my house insurance to the tune of $3941.14 since the last 2 months.All my efforts and time to get the aforemetioned refund has proved abortive. My wife and I are being repeatedly harassed whenever we call PennyMac for the refund of the $3941.14. They keep telling us the check has been mailed. But till date, no check has being received.Desired Settlement: A check to the tune of $3941.14 must be mailed to us within the next 4 business days.Please help me in any way that you can. Thanks

Business

Response:

PennyMac Loan Services, LLC, (“PennyMac”) strives to provide

superior customer service and process all transactions in a timely and accurate

manner. Thank you for forwarding Mr. [redacted]’s concerns to our attention

and allowing us the opportunity to respond.

Review: Our mortgage was transferred to Penny Mac from Bank of America in December of 2013. I filled out a form for auto pay biweekly payment drafts and faxed it to Penny Mac. The letter I had received to sign up for this service stated to continue making our monthly mortgage payments until we were notified in writing that our application was successfully processed. On January 17 2013, I made a monthly mortgage payment because I had not yet received a letter stating that my application was accepted. Penny Mac withdrew a biweekly payment from my account on January 17 2013, but I did not receive my acceptance letter until January 22 2013. Because of their withdrawal from my account before I received my letter, my account incurred 4 overdraft fees of $37.00 each (a total of $148.00). I called them several times about this matter and they wired the amount for the withdrawal back to my account, but they charged me a $12.00 wire transfer fee. I feel they owe me the $148.00 for the overdraft fees plus the $12.00 wire transfer fee for a total of $160.00. I have talked to numerous supervisors and managers , but nobody wants to take care of this.Desired Settlement: DesiredSettlementID: Refund

I would like for Penny Mac to send me a check for $160.00.

Business

Response:

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC ("PennyMac") the opportunity to review and respond to Ms. [redacted]’s concerns.

PennyMac strives to provide superior customer service and process all requests in a timely and efficient manner; however, do to the sensitive nature of the borrower’s concerns, we must refrain from providing a detailed response to the Revdex.com regarding this matter. Please be aware that our office was able to speak with Ms. [redacted] on April 3, 2014 to address her concerns. A substantive response will be provided to Ms. [redacted] upon the completion of a thorough review. PennyMac will continue to work with Ms. [redacted] to ensure that all her concerns are addressed and resolved.

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

Thank you for allowing me the opportunity to be of service.

A lot of people have complaints about this company. I believe a lot of people just do not understand how mortgages work. I have read all the complaints and I went threw the same process when they updated their website. I followed the simple on screen directions and with in 5 minutes I was accessing my new account page. PennyMac has never lost my payment mostly because I bill online and their is no chance of a missing payment. Also they have not forced me to pay via cashiers check or Western Union because I have made all my payments on time. I call at least once every month, like I do with all my Mortgage accounts to ensure everything is going smoothly. I have never waited longer then a few minutes to talk to someone. I am not writing a review to toot my own horn but to be fair and honest about this company, it isn't that bad if you understand the process and are polite to the employees. The only reason I gave it a 5 on recommendation is because I have a loan through another institution that I would rather recommend to people based off of perks and rates. I do not love nor hate this company. I am satisfied with my service from this business thus far. Going on 4 years with this company.

Review: PennyMac has consistantly neglected to return phone calls and return escrow funds from a closing on a house in Decemeber 2013. I have addressed this issue 7 different times and the last time spoke to the manager and who assured me that he would contact Californina and get this issue resolved. That was 3 weeks ago and now he isn't answering my phone calls or returning them. This Mortgage Company has no personal skills and no one knows what is going on.Desired Settlement: Escrow money that is owed and has supposedly been mailed on 3 different occasion, but have never received.

Business

Response:

Thank

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

Services, LLC (“PennyMac”) the opportunity to review and respond to Ms.

[redacted]’s concerns.

PennyMac strives to provide superior customer

service and process all transactions in a timely and efficient manner. Upon

receipt of the Revdex.com notification, a thorough review of the loan was completed to

determine the status of Ms. [redacted]’s escrow refund. Our records confirm that a refund check was

issued to Ms. [redacted] on January 2, 2014; however, we were advised that she

did not receive the initial check. As a

result a stop payment was placed on the original check and a replacement check

was issued and mailed to the address of record on January 30, 2014.

Ms. [redacted] notified PennyMac on March 5,

2014 that she did not receive the replacement check. Prior to processing another stop payment,

PennyMac needed to verify the status of the second check mailed to Ms.

[redacted]. We were able to confirm that

the replacement check was still outstanding; therefore, a stop payment was

placed on the replacement check on March 25, 2014. We are in the process of issuing a third

check to Ms. [redacted] and will mail out via certified mail for tracking

purposes. The check will be mailed under

separate cover in approximately 5 to 7 business days. PennyMac attempted to contact Ms. [redacted] on

March 31, 2014 to verify the mailing address for the replacement check. A message was left for Ms. [redacted] with our

representative’s contact information.

Review: I authorized them to draft from my checking account 1 house payment for Jan. 1, 2014 and they took out 2. This happened on the 6th of Jan, 2014. I received a call from C[redacted] in customer service explaining to me that she made a mistake and would correct it. She did nothing. I spoke with her supervisor [redacted] everyday for 6 business days after the fact and got nowhere until Tues. the 14th she over nighted me a check. She told me that they had cut me a check on the 7th and that they had stopped payment due to them putting the money into by account the same way they took it out. that check never was mailed to me. D[redacted] verified this with me. She also would not return my calls when promised. It should not take this long to get the problem resolved. I faxed over bank print outs on 5 different occasions along with the fax confirmations and they still said they never received a fax from me. PennyMac is yet to refund my 35.00 service charge from my bank. However I did receive a check from them on the 15th of Jan. 2014.Desired Settlement: I still want the 35.00 Service charge refunded to me.

Business

Response:

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Ms. N[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, our office completed a thorough review of Ms. N[redacted]' loan to verify the status of her request. Our office attempted to contact Ms. N[redacted] on January 16, and January 17, 2014 without success. While we were not able to speak to Ms. N[redacted], our office was able to confirm that Ms. N[redacted]' request to expedite her refund was processed.

Additionally, our office also processed Ms. N[redacted] request for a refund of fees. A check was issued and mailed to Ms. N[redacted] on January 22, 2014. An apology letter explaining the situation was also sent to Ms. N[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: Revdex.com, My Morgage was bought by PennyMac in May of 2015. I have tried for 2 1/2 months now to view my account on line. They have been denying my many attempts to access my account. I have spent hours on the phone with their costumer service agents and also their manager department. Approximately 25 phone calls later and I still have gotten no resolve to this issue. They are not able to tell me what the problem is, and will not let me speak to anyone in their IT department. Thank You J[redacted]Desired Settlement: I would like someone from PennyMac who can resolve this issue to contact me.

Business

Response:

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Ms. K[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 reached out to Ms. K[redacted] on July 21 and July 23, 2015, to discuss her concerns. Ms. K[redacted] will issue a letter of explanation to Ms. K[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.