PennyMac Loan Services

Thank you for bringing this matter to our attention.
Please be advised, you will receive a response within 30 days from the date in which you made the request, under a separate cover letter in the mail. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 9988451, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Mrs. [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 Mrs. [redacted] on March 3, 5 and 9th, 2015 to discuss her concerns.  Mrs. Van Vranken was provided with a substantive response that addresses her concerns.  A detailed letter and explanation will be sent to Mrs. [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.

Complaint: 10616698
I am rejecting this response because:
 
PennyMac has contacted me as a result of your letter, however they are still not taking responsibility for the missing check and they refuse to comply with the request of Citibank to sign an affidavit that the check was fraudulently cashed by someone at either PennyMac or Bank of America.  If PennyMac continues to do this I was told by Citibank that I would need to get a lawyer to handle.  Needless to say this would be more expensive for us than the missing check of $708.62.  Please note that Citibank have provided everything PennyMac has requested and there is no additional information available.
I will be out of the country from June 1 - 10 and will not be available to talk to anyone.  Both PennyMac and Citibank has been advised of this.  I told both those companies to resolve the
problem in my absence.
Please keep my account open and post my comments so people are aware of how a corporation like PennyMac take advantage of people and fraudulently cash checks and not take responsibility for it.
Regards,
[redacted] A[redacted]

PennyMac Loan Services, LLC (“PennyMac”) strives to provide superior customer service and respond to all inquiries in a timely and efficient manner.  Please allow me...

to begin by apologizing for the frustration or inconvenience this matter caused you.  Your comments and concerns are greatly appreciated and please be assured that Senior Management was apprised of your feedback.
Upon receipt of the Revdex.com notification, our office completed a thorough review of the loan’s account activity to verify the payments applied to the loan.  A PennyMac representative contacted Mr. S[redacted] on January 16, 2014, to discuss his concerns and provide him with a substantive response addressing those concerns.  
A follow up conversation was held with Mr. S[redacted] on January 17, 2014.  Mr. S[redacted] was advised that his request to expedite his refund was processed with funds being wired back to his account.  The wire included the reimbursement for an incoming wiring fee of $15.00.  Mr. S[redacted] was provided with the wire confirmation number for tracking purposes.  
PennyMac understand the frustration and inconvenience a situation of this nature can cause a consumer.  An apology letter explaining the situation and confirming the refund was mailed to Mr. S[redacted].

Complaint: 11129130
I am rejecting this response because:
No one has tried to contact me or
resolve the issue.
Regards,
N[redacted]

Complaint: 10739030
I am rejecting this response because:
A written response only is unacceptable.  A full audit is required of all transactions involving this account, a written explanation of every transaction, and a face to face or phone call to discuss the explanation are required. 
I would start with researching why PennyMac shows $8,441.34 paid in property taxes for 2014 when my tax burden was only $5,693.81. 
Then I would recommend researching why PennyMac allowed the insurance policy (progressive policy # 3[redacted]24) authorizing themselves to take out their own policy with their own provider for nearly 3 times the cost and limited coverage.  I was told on my last call to PennyMac's account services department that PennyMac should NEVER have let the policy expire.  Letting my policy expire just so PennyMac can take out their own policy with significantly higher premiums with their own provider almost seems criminal.
Regards,
J[redacted]

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]’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. H[redacted] on November 5, 2015, to discuss her concerns.  Ms. H[redacted] was provided with a substantive
response that addresses her concerns. 
A letter 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.

Please accept our apology for the continued
inconvenience and frustration that Mr. [redacted] experienced while trying to
address his concerns with PennyMac.
Review of the loan confirms that Mr. [redacted]'
concerns were resolved on April 14, 2014 and communicated to him on April 15,
2014, during a telephone conversation with PennyMac.  Please be advised that PennyMac attempts to
stop all correspondence, such as the item he received, from being mailed out
while we review our borrowers’ accounts. 
Regrettably, we were unaware the subject notice was in the process of
being mailed to Mr. [redacted].
Please be assured that Mr. [redacted] concerns
were thoroughly addressed and his loan remains in goodstandings with PennyMac
PennyMac values and protects its customers’
confidential information.  Due to privacy reasons, we will refrain
from posting a detailed substantive response to the Revdex.com site as we do not
disclose our borrowers’ personal information.

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]' concerns.
PennyMac strives to provide superior customer service and respond to all inquiries in a timely manner.  Upon receipt of...

the Revdex.com notification, a PennyMac Representative contacted Ms. [redacted] to discuss her concerns regarding the insurance and the application of her payments on July 20, 2016.  A detailed letter of explanation will be sent to Ms. [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.

Complaint: 11571498
I am rejecting this response because:
Regards,
L[redacted]
 
I appreciate the initial outreach from PennyMac, however the call-back information provided appears to be defective. Having left multiple messages on a voicemail box with no identification, none of my messages have elicited any further response.
 
Relying on written communication with PennyMac has so far not proven to be an effective means of communication. Almost none of the facts identified nor simple requests for a corrective audit have been addressed, and authors appear un able to deviate from a position that PennyMac’s processes are infallible, whereas this position is easy to dismiss through simple logic.
 
I will await written follow-up from PennyMac. Nevertheless, I cannot stress too strongly that my overwhelming preference is to have a single, authoritative point of contact assigned that can be contacted reliably, to conduct the same manner of audit and evaluation previously been conducted by PennyMac with respect to the Escrow accounting, which resulted in the award of a significant refund to me.

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. Please be advised a...

PennyMac Priority Complaint Specialist is in the process of obtaining additional information and conducting a review, in order to sufficiently address Ms. [redacted]'s concerns.  We appreciate Ms. [redacted]'s patience while PennyMac continues our review.  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.

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.

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]’sconcerns 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]’s loan to ensure that his concerns are addressed. A representative from our office calledMr. [redacted] to advise the late fee has been waived.  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 ourborrowers’ personal information.

PennyMac Loan Services, LLC, (“PennyMac”)...

strives to provide
superior customer service and respond all to requests in a timely and accurate manner.
 Thank you for forwarding Mr. S[redacted]’s concerns to our attention and
allowing us the opportunity to respond. 
Upon
receipt of the Revdex.com notification, our office completed a thorough review of Mr. S[redacted]’s
loan to verify the status of his request. 
PennyMac confirmed, per Mr. S[redacted]’s original Note, his interest rate
is 2.75% for the life of the loan. PennyMac has also confirmed that his
interest rate has not changed since his loan originated.
Additionally,
the late charge was assessed to Mr. S[redacted]’s loan on February 18, 2014 as the
February 1, 2014 mortgage payment was not received until February 25, 2014. As
a gesture of goodwill, we have waived the late charge as a one-time courtesy.  A PennyMac representative contacted Mr. S[redacted]
on May 7, 2014 to discuss his concerns. 
Mr. S[redacted] was provided with a substantive response, which addressed
his concerns. 
Furthermore, review
of Mr. S[redacted]’s final HUD-1 confirms the real estate taxes were based on land
value only, estimated at an annual premium of $753.00. Escrow accounts are
typically reviewed and reanalyzed once a year to ensure a sufficient amount is
collected to cover all items to be paid from the escrow over the following 12
months. The annual escrow analysis was completed on March 5, 2014 and his
payment increased to $1,986.08. According to our records, the County Taxes
increased from $753.00 to $3,016.01 annually resulting in an increase of the
required escrow payment from $298.45 to $501.05 per month.  Review of Mr. S[redacted]’s escrow account
determined that based on the total amount required to be paid through his
escrow account; his escrow payment would be insufficient to cover all the
required items resulting in a projected shortage of $3,587.68. The projected
shortage payment has been divided over the following 12 months for a monthly
shortage payment of $298.97. 
Please be aware that PennyMac is finalizing its review of Mr. S[redacted]’s
loan.  All the necessary adjustments will
be completed by end of business May 16, 2014 and Mr. S[redacted] will be provided
with a letter addressing all of 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.

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. 
 
Efforts were made by PennyMac to refund the double payment to you by completing payment reversals on your loan. During this time, PennyMac was made aware that the second payment we were intending on refunding to you never drafted out of your bank account as it was returned by your bank as nonsufficient funds. As such, the January 1, 2014 payment was reapplied back to your loan on February 5, 2014 with an effective date of January 2, 2014. Please be assured your loan reflects as current with zero delinquencies with the national credit agencies since PennyMac began servicing this loan. 
 
PennyMac is in receipt of your February 2014 mortgage payment scheduled via One Time Draft through our website on February 5, 2014. As of the date of this letter, your loan is next due for the March 1, 2014 mortgage payment. 
 
Thank you for allowing us the opportunity to be of service.

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC ("PennyMac") the opportunity to review and respond to Mr. Rivera'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. Rivera to discuss his concerns regarding the insurance claim funds on August 3, 2016. A detailed letter of explanation will be sent to Mr. Rivera 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.

Thank you for bringingthis matter to our attention and allowing PennyMac Loan Services, LLC(“PennyMac”) the opportunity to review and respond to Mr. F[redacted]’s concerns.PennyMac strives to provide superior customer service and respond to allinquiries in a...

timely manner. A PennyMac representative has contacted Mr. F[redacted] to discuss his concerns.Additionally, Mr. F[redacted] was provided with the direct contact information for therepresentative assigned to his account and will be contacting the representative at a time that is convenient for him to complete the online registration process.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.

Complaint: 11734386
I am rejecting this response because:
According to my records, the information stated in the response from PennyMac is untrue.  The last call that I received was today (9/29), and it was an automated message "regarding the status of my account" and requesting that I give them a call back.  Prior to today's call, the last call of any from PennyMac was on 9/24, and, again, was the same automated message.  This would mean that at the time that this response was sent by PennyMac, they had not reached out to me after the 9/24 call.  I, however, did reach out to PennyMac one last time, prior to filing a complaint, on 9/26 to confirm that PennyMac would offer no assistance on the issue of a PennyMac employee signing for the receipt of delivery of my mortgage check (as can be seen in the attachment) and then misplacing.  I received no call on 9/28, and any direct mail that I have received is in regards to my account being past due, directly related to this lost payment, or, as on 9/25/16, giving me possible foreclosure options because it would "seem" that I am unable to make my payments.  I have also tried numerous times to communicate and reason with PennyMac, as has my bank that issued the check, but could not come to any resolutions, which is why I have reached out for help.
Regards,
P[redacted]

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. and Mrs. B[redacted]’s concerns to our attention and allowing us the opportunity to respond. Upon receipt of the...

Revdex.com notification, our office is in the process of completing a thorough review of Mr. and Mrs. B[redacted]’s loan to ensure that their concerns are addressed.  PennyMac will send a written response in regards to the researching of their 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.