PennyMac Loan Services

Review: I have been waiting for 2 months to have my file assigned to an underwriter. Everytime I call I am told that my file is WAITING for an underwriter to pick up my file. It DOES NOT take 2 months for a file to be PICKED up for a review of a loan modification. I am going to lose my home because of this and their laziness.Desired Settlement: I want my file to be picked up and reviewed for a loan modification so I can save my home.

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 Mrs.[redacted]’s concerns to our attention and allowing us the opportunity torespond. PennyMac values and protects itscustomers’ confidential information. Due to privacy reasons, we will refrainfrom posting any personal information to the Revdex.com site as we do not disclose ourborrowers’ personal information.

Review: PennyMac and or Bank of America cashed a mortgage payment of 708.62 onJanuary 9, 2015. The check was not endorsed but was fraudulently cashed by either PennyMac or Bank of America. Neither company is taking responsibility for this. I have called PennyMac 25 times since January 27, 2015 and talked to 14 different representatives. I have initiated several conference calls with PennyMac and my bank - Citibank and Citibank has provided PennyMac with all the information they have requested. PennyMac has refused to sign an affidavit from Citibank confirming they did not receive the payment. Several of the PennyMac representatives have hung up on me. The last communication from a PennyMac representative said they would be referring to their fraud department who would be contacting me immediately. This was April 23, 2015. To date I have not received a call and when I call PennyMac they refused to connect me with the fraud department. All details of these transactions will be provided upon request. Thank You.Desired Settlement: Credit for the missing payment of $708.62.

Business

Response:

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Mrs.[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 May 14 and 18, 2015, to discuss her concerns. PennyMac confirmed that her payment was actively being researched. Mrs. [redacted] was provided with the contact information for the representative researching her concerns. Upon researching her concerns Mrs. [redacted] will be contacted and a letter of explanation will be sent to her 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: 10616698

I am rejecting this response because: As I mentioned in my May 11, 2015 this issue has been going on since January, 2015. It was only until you contacted them that they took this matter seriously. The simple fact is that they refused to work with Citibank (my bank) to credit my account for 708.62. They have used many excuses to delay crediting this payment. Now it is in the PennyMacs fraud department. I was told that I would be contacted by the Fraud department on May 20 and once again they did not call me.

Review: I was told my Bank of America that my home mortgage was sold to PennyMac and my mortgage was due on July 3rd. It is now July 13 and I have not yet been contacted my PennyMac for account info to pay my bill. I do not like being late. I am upset at BofA for selling my loan and for PennyMac on not being able to get information. I spoke with them on the phone and they could not provide me with any info and tried to go thru their website and it only request info on home loan or refi, I just want to pay my bill. Not a good hand off of information from BofA to PennyMac. I will never do business with either BofA or PennyMac in the future.Desired Settlement: Please have them contact me for payment information and loan 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. B[redacted]’s concerns to our attention and allowing us the opportunity to respond. Upon receipt of the Revdex.com notification, our office contacted Mr. B[redacted] on July 16, 2015, and completed a thorough review of Mr. B[redacted]'s loan to ensure that his concerns were addressed. 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: Sent an insurance claim check to be endorsed by PennyMac and returned in mid July 17, check was lost and wasn't located. Contacted them July 31 talked to a rep named, M[redacted] (ext5155). M[redacted] assured issue was detected. Insurance claim was applied to house payment and principal. He assured refund of money would be mailed that same week. No call back. On Aug 7 called and talked to [redacted] (ext 8198) she also assured there was a delay but check was coming that week, it never arrived and [redacted] never returned our calls. Spoke to another rep Monday Aug 14 or 15th, same response check refund coming that week on Wed., no check arrived. Called back Aug 19th or update and still no answer other than it is being processed to be refunded, Thursday 20th [redacted] finally returned call a week later. They finally figured out problem, 3-5 business day to refund. Aug 25 left [redacted] a voice message with no returned call. Today Aug 26, we have been told they're working on issue still. No returned calls or answers about their mistake of cashing an insurance claim and applying to loan instead of just endorsing and mailing back.Desired Settlement: Figure out how to subtract and send back the insurance claim money. It is frustrating to deal with their customer service, they don't seem to follow up and through on the issue and we keep getting passed around to tier one reps.

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. A[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. A[redacted]’s loan to ensure that her concerns are addressed. PennyMac will send a written response in regards to researching her concerns once the issue has been researched and 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.

Terrible customer service. I received a letter stating I didn't have insurance and that PennyMac purchased insurance for me. I DID have insurance and my provider did send PennyMac confirmation. When I called to make sure they received the confirmation I just got the run around. I finally got a manager, [redacted], and he was no help at all. This is such a crappy company, they by insurance that you did not authorize and charge you for it even though you have insurance and then don't help when you call.. Sounds like an unethical company to me.

Review: On 4-18-2013 I called PennyMac customer service about a letter I got and said they had not received my payment. These letters I have been receiving now for months, have put a lot of stress on me and my family. After doing some researching it came about one of their employee "Erika" told me that I had missed payments for 2 months last year. Specifically for April and May 2012. Since I had just refinance I was sure I hadn't missed any payments, but she said I had to prove it. After calling my bank and asking them for records of my payments to your company I am 100% sure that they made a big mistakes. I sent them the copies that bank Of America sent me that I had made those payments. And yes I had never missed any payments with PennyMac!!! What bothers me the most is that even after showing them their mistakes I am having to run around to fix the problem (now they are asking for a copy of the check). In the meantime I keep getting those letters and my credit is still been affected. Not only are they stressing me and my family but they also reported negative feedback on my credit (I had a copy of my credit report and it show the negative from them). This has affected my ability to get better interest in credit card, and even a principal reduction that I was trying to arrange with them but said my credit was not good enough.Desired Settlement: They should compensate for not been able to do my principal reduction because of the credit they screw up. My credit needs to be fixed in all 3 major credit companies. They should compensate for my time I had to spend researching their problem and calling my bank to get proofs and for all the stress me and my family had to go through after receiving all the foreclosure letters.

Business

Response:

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to the consumer’s concerns.

PennyMac strives to provide superior customer service and process all requests in an efficient and timely manner. A PennyMac Associate contacted the consumer on July 9, 2013 to discuss his concerns. PennyMac will continue to work directly with the consumer to provide him with a substantive response that addresses and resolves his concerns.

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.

Review: I am a US Citizen living in Hong Kong. I have a mortgage with PennyMac for a property in Utah. I have asked repeatedly, that when they send time sensitive information to me, that it go by email. This could come to me direct, or thru their secure Web page for email. However they insist on sending time sensitive information to me by normal US post, which will take up to a month to reach me. During this time the problem in question exacerbates, or incurs more money daily, unbeknownst to me.This is extremely disconcerting, and discrimanatory. Why will certain of their customers enjoy timely service, while others are forced to wait weeks & months? Geography is no longer a problem, nor money. Communication by internet is virtually free, and accessible worldwide.Can I also receive timely communication of time sensitive material?Desired Settlement: May I please recieve a written response, via Revdex.com, from PennyMac. May I please receive this response in a timely manner; ie., not normal US post.

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 process all requests in an efficient and timely manner. A PennyMac Associate prepared a substantive response that addresses

Mr. [redacted]’s concerns and submitted the response via PennyMac’s Secure Message Center.

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.

Business

Response:

PennyMac Loan Services, LLC ("PennyMac") responded to Mr. [redacted]'s inquiry on October 31, 2013 and attached a copy of the response sent to Mr. [redacted].

Review: My mortgage with cashcall was taken over by pennymac. In mid-may, I received from pennymac an "annual escrow account disclosure statement" which told me that I owed $545 more for my escrow account this year. I have not received any notice from my insurance company of increased premiums or from the county about an increase in taxes. For pennymac to expect more money is simply breaking a contract we had. If pennymac's accounting staff is incompetent, there is no reason for me to be obligated by there mistakes. We have a contract that my monthly payment will be $1,476.87. It's wrong for pennymac to change that.Even if I pay the extra $545.52, pennymac still wants to change my monthly payment to $1,496.14, an increase of nearly $20 per month.This clearly constitutes poor business practices and unfairness to a customer who has done everything on time and in a trusting manner.Desired Settlement: I expect that pennymac will do the honest thing and adhere to the original contract. My payment must remain $1476.87 for the remainder of my 10 year loan at 3.125% as all parties agreed to. Also, some regulatory agency needs to help pennymac do things the right way.

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]’s loan to ensure that his concerns were addressed. PennyMac confirmed that the escrow shortage in the amount of $545.52 was due to an increase of his taxes paid on December 2013 and April 2014. PennyMac provided Mr. [redacted] with the option of paying the escrow shortage in full or spreading it across 12monthly payments of $45.46 until paid in full. A representative from our office called Mr. Lambart on June 23, 2014, to discuss his concerns, in which he requested a written response to his inquiry. On June 24, 2014, a written response was mailed to Mr. [redacted] to the address on file.

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: Last November 2013 my house had a minor flood a company called through my home owners insurance came out and ended up tearing up asbestos flooring and me and my family where put in a hotel. While in the hotel the house was not winterized and a piped froze and broke causing a flood and ceiling collapse. The mortgage company is refusing to release the second half of funds for my contractor to continue working for 2 months my house has not been touched and they always give a run around and need something new for funds to be released. My mortgage has also dropped 3oo dollars for 4 months now and nobody can answer the question why first its a mistake the property taxers are not being taken out and then its right. Well contacted the township I live in and they have not been taking money out to pay property taxes. My family is now displaced since the insurance company only covers 11 months of housing and we are separated and paying money that we do not have on top of having to pay the mortgage on a house we do not live in. I do not know where else to turn and becoming extremely stressed and worried over this situation.

Product_Or_Service: houseDesired Settlement: DesiredSettlementID: Other (requires explanation)

I just want the funds released so my family can be back together and the taxes on my mortgage fixed.

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.Upon receipt of the Revdex.com notification, our office completed a thorough review of Mr. [redacted]’s loan to ensure that his concerns were addressed. A representative from our office attemptedto contact Mr. [redacted], to review his concerns and request an update regarding his draw. PennyMac is in the process of finalizing a written response to confirm the review of the loan as it relates to the status of the draw. 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: 10276871

I am rejecting this response because: This has been and ongoing issue 2 months I have heard the same thing about you will contact me your sorry you understand My family currentlyhas no place to live and I have done nothing but cooperated with your requests of what you needed and still there is this waiting game with

Review: My name is Bradford Camp, I am a veteran of the United States Air Force; I was recently honorably discharged after twelve years of service. I have been a long time fan of Fox News and would like to bring to your attention an issue I believe should receive some attention. I have been in the process of trying to sell my home as my wife is still on active duty and we have transferred. I contacted my lender, PennyMac, to begin the process for a VA compromise sale. In the almost year since I began the process I have been lied to on numerous occasions by my assigned representative, Mr [redacted]. In addition to this both my real estate agent and I have been told many times to submit documents that we have already submitted. In the beginning of the process I was told the first step was to get a VA appraisal on the house. After approximately a month of not hearing anything I contacted PennyMac and was told the VA was behind schedule. After approximately another month I contacted the VA and was informed no appraisal had been ordered. I called PennyMac again and spoke to another individual, Mr. Paul Santiago, who informed me no appraisal had ever been ordered by Mr. [redacted]. We have been told many times when we call that Mr [redacted] has left us messages but neither my wife nor I have ever had a missed call or a voicemail. We finally received an offer on the home and it's been over a month. We receive no information from Mr [redacted] or PennyMac unless we call or email them. We are routinely told the package is taking so long because of us and our real estate agent not submitting paperwork, even though we have submitted multiple times. Over the course of this process I have left numerous messages for Mr [redacted]'s supervisors and I have never received a call back. It has gotten to the point where I have depleted my savings account, begun to sell my personal property and take every action I can to make my mortgage payment and I'm finally out of money. It won't be long before I go to foreclosure and it could have easily been avoided by a company and their employees performing their jobs correctly. I think it's a travesty that a company can be allowed to conduct business in a manner such as this. Their negligence and unethical business practices are no doubt causing more veterans and families across the country the same problems as me. After twelve years of service to our country and six deployments, I feel I deserve a little better than to be continually lied to by a mortgage broker.Desired Settlement: I do not know how this matter can be resolved, I believe Mr. [redacted] should be terminated for his continued unethical business practices and PennyMac should take some sort of action to assist me as my home could have been sold much quicker had I not been continuously delayed by lying, poor work, and unethical practices.

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 March 16, 2014, to advise his concerns were being researched. Mr. [redacted] was provided with a phone number which he can call should he have additional concerns. 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: To avoid pmi insurance we were told to submit our remodel receipts. $250,000 worth of remodel receipts were sent in to them in a large box along with an appraisal (the home loan was only around $370k). These were reviewed for two or more months. They rejected it saying our remodel was not big enough (spent over 2/3 of our loan value on it). They said wait until your two year mark and submit for deletion of your pmi. We have called them three times since the two year mark and each time (over three months) they said we are looking at it. My first request met their qualifications in my contract to delete pmi but since it was only a few months away we decided to wait for the two year mark. They have now collected 7 months of psi that should not have been collected per our contract. Still no call back.Desired Settlement: The value of our pmi collected since December 2014 should be 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. K[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. K[redacted]'s concerns.We are currently in the process of researching his request for PMI deletion and a letter of explanation will be sent to Mr. K[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 have a USDA mortgage that was previously with Chase and is now with PennyMac once it was sold around June 2015. Since PennyMac has been the servicer on my loan my payment increased from $1184.93 to $1378.29. When I contacted PennyMac to determine the reason for the increase they explained that the increase was due to an escrow shortage. I have attempted to discuss this matter with PennyMac on numerous occasions and have asked for my mother and father to aid me in these discussions. I pay property taxes on my home to both county and city. The county taxes on my home are $1431.87 and city taxes are $1081.14 which is a total of $2513.01 in property tax each year. I also pay $536 annually for hoi premium which is $44.67 per month. Added together my escrows should be $254.09 (approx.) per month added to my monthly mortgage payment. PennyMac is currently collecting $603.80 and this excess amount of $349.71 is making it difficult for me to make my monthly mortgage payment. PennyMac told me that they will not adjust my escrows and that it could take up to 24 months before they review this information for an adjustment. I am a single individual working on a fixed income and am having a hard time making my payment. I am afraid that if this continues, I will be unable to pay my mortgage and be at risk of foreclosing on my home.I have also noticed that when I make my payments online, they are not getting credited to my account in a timely fashion. For example, I made my September payment on 9/15/2015 and as of 09/21/2015 the payment has not cleared my bank account nor does it show paid/applied on PennyMac's website. This is an area of great concern as well as I do not want my credit impacted with an incorrectly reported late payment.Desired Settlement: I would like for PennyMac to review my escrow balances & amount they collect each month so amount is in line with current property tax (city and county) rates & annual premium on my homeowners insurance. If there is an overage in my escrow account with PennyMac, I would like for this to be refunded to me in addition to payment amount being corrected going forward. I am also requesting an expedited response to my request as I am extremely concerned about my ability to continue this higher pmt.

Business

Response:

Thankyou for bringing this matter to our attention and allowing PennyMac LoanServices, LLC (“PennyMac”) the opportunity to review and respond to Ms. M[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 attempted to contact Ms. M[redacted] to discuss her concerns regarding her escrow account and the timely application of her monthly payments. A detailed letter of explanationwill be sent to Ms. M[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.

Consumer

Response:

Review: 10824742

I am rejecting this response because:

I only am allowed 7 days to respond and the response I was sent states they are currently reviewing my information, but no changes have been made to my account at this time.

Regards,

A[redacted]

Business

Response:

In addition to sending a detailed, written response to Ms. M[redacted] on September 29, 2015, a PennyMac representative spoke with Ms. M[redacted] on October 7, 2015, and confirmed that her concerns have been addressed. Ms. M[redacted] has been provided with the direct contact information for the representative assigned to her complaint.

Review: Sent my payment of $980.00 monthly payment on Aug. 28th for Sept 1st payment. Charge late fee of $36.70 if pay after 9/16/15. By 9/16 they had not posted check payment on our acct. I cancelled check at bank & called them over phone on 9/15 to make payment. On Sept. 24th received letter stating stop payment was made on check and if it happens again we will have to make payment by certified funds. They tried to cash check on 9/18/15. Late fees would have applied.Desired Settlement: They did not cash check in a timely manner. Wish to have this letter retracted from our file. We always pay our bills on time. Somethings wrong when they try to get funds from customers they should not be allowed to apply to loans.

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. L[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. L[redacted] to discuss her concerns regarding the application of her payments on October 26, 2015. A detailed letter of explanation will be sent to Mrs. L[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. “

Review: I filed a loss claim in August 2015. The contractor finished the work the end of October and the final inspection was completed two days before the close of the sale of my home. After closing I contacted the loss department to find out how the final payment would be handled since we closed on our home. They said like normal and I would have the check mailed for the remaining $46K in 5 business days. I called on the 5th day and they said a check would be cut that night. I called the next day for tracking number and they said there is a hold on my money and it would be sent within 30 business days. I have an invoice due to the company and the money to pay them Penny Mac won't release to me in timely manner. I have spent 48 hours trying to get an answer to whether an exception would be made but they are still waiting on a response. I have a contractor trying to get paid and the money that my insurance set aside at Penny Mac is being held by them even though the work was completed.Desired Settlement: I would like for my money to be released immediately for me to pay the contractor.

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. L[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. L[redacted] to discuss his concerns regarding the insurance claim funds on November 19, 2015. A detailed letter of explanation will be sent to Mr. L[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.

PennyMac is the worst mortgage company I have ever worked with! Bank of America sold my mortgage to them and it has been a nightmare every since. They send my payment slip days before it is due which forces me to send in a blind payment before I see the bill. I've had to resend another check because they will raise my payment for stupid reasons and I don't see it until I've already sent my payment in. They have lost my payments but thank goodness for online banking and I can prove when I sent the payment and that they cashed it because they put it on the wrong account!!!! And forget talking to a rep on the phone who has any understand what is going on in the company because they are all clueless. My last struggle would be FEMA flood insurance. I bought my house 4 years ago and never had to have flood insurance. PennyMac says I do even though FEMA flood lines have not changed in 7 years. I go ahead and get my own insurance and they STILL buy flood insurance for me and raise my bill. I try to call and the first girl hangs up on me before I can ask a question but after spending 5 minutes verifying who I am. I call again and the other girl is a total bh and keeps repeating they have my Flood insurance proof but will not address the issue that PennyMac has also purchased another policy for me (at a higher rate) and my payments will be going up. This company sucks!!!!!! Get away from them as soon as you can.

This is, by far, the WORST customer service experience I have ever had with any company ever! My property taxed increased and it took 3 months to resolve the matter (even after I got the township tax assessor involved directly to prove what the proper tax amount should have been). I was promised several return phone calls and only once did I receive a call back - 3 days after the promised date and 2 days after I called back. I'm in the process of refinancing; I'm not saving a ton of money by doing so but just the prospect of getting away from Pennymac was enough reason for me to refinance. I even told my mortgage consultant to NEVER use them if given the opportunity. Definitely would not recommend them to anyone.

As you can clearly see by the responses, all of them negative, this company is truly a joke. I have recently received notice that they have not received any payments for my mortgage since before July 2015. None. None at all according to them. None in 7 months. Except that they have received one every month. Every single month. Now they want $8000 + in order to not foreclose. Anyone see a problem with this scenario?

Review: I had a loan with PennyMac which was paid off on 5/6/2014. I expected to receive a check for my remaining escrow balance within three weeks of paying off the loan. When I did not receive the check, I called PennyMac and inquired. At that time I was told that the check had been sent to my old address and I then asked that a stop payment be made on the check and the check reissued. I was told that it would be done and that I would receive a replacement check within 7-10 days. Ten days later I called and they told me that the check had not been issued and that I should receive it within 7-10 days. after 10 days, I called again and was told that they had to wait 15 days from the original date of the request to stop payment and that I should receive the check within 5 days. on 6/21/14 I called back again and asked to speak with a Supervisor who said that she would call me back within 48 hours. That afternoon, I received the original check in the mail because it had been returned to PennyMac and then sent to me at my new address. I then called to see if I should deposit the check because of the request for stop payment and reissue. The PennyMac representative told me to go ahead and deposit the check. The supervsior called back on 6/23/14 not knowing about the conversation the night before and told me that the check had been issued and that it should be received within 3 to 5 days. I called agin today and the only information I received is again you will receive a check within 5 business days. At this point after almost two months from the payoff of my loan and multiple communications with PennyMac which provided conflicting information, I have no confidence in what their customer service department has or will tell me concerning getting my money returned to me, I just want my money.Desired Settlement: Receipt of my Escrow Amnount

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. Williams’ concerns to our attention and allowing us the opportunity to respond.

Review: Penny Mac Loan Services, LLC received all beneficial interest in the property next door to me at 4906 Ross Road Baltimore MD 21214 in February 2015. Since that time the property has been unmaintained. The lawn has become overgrown and a pool in the rear yard is about half full of stagnant water. A citation for the lawn was issued by Baltimore City Code Enforcement on May 14, 2015 but no action has been taken by Penny Mac Loan Services, LLC to remedy the issues with the property. I am putting this in as a health issue because I am concerned that the condition of the home will attract rodents, crime, and that the stagnant water in the pool will attract mosquitoes. Our local neighborhood association sent a letter to Penny Mac on June 1st, 2015 outlying the issues and requesting they remedy the situation. On June 8th, an e-mail was sent to Penny Mac Loan Services Community Relations e-mail address including a copy of the letter and, again, requested action be taken as soon as possible. My neighbors and I are overwhelmingly frustrated with Penny Mac Loan Services for negatively impacting our properties and quality of life by this neglect.Desired Settlement: Penny Mac Loan Services, LLC needs to correct the outstanding issues at [redacted] Road, Baltimore MD 21214 and ensure that the property is adequately maintained while it remains in their possession.

Business

Response:

Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Ms. F[redacted]’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 Representativecontacted Mr.Walshe on June 11, 2015, to discuss his concerns. Mr. Walshe was provided with a substantive response that addresses his concerns. PennyMac confirmed the appropriate department has been notified of his request regarding the property preservation.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 notdisclose our borrowers’ personal information.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10664160, and find that this resolution is satisfactory to me.

Regards,

R[redacted]

Review: I went online to http://PennyMacUSA.com to make my payment (January 2014 payment) and set it up for the due date (1/1/2014). On 1/3 I noticed the payment had not been drafted from my checking account. I did not think much of it; they would take the money out when they wanted to. I was called on 1/6 at 6:53 p.m. by E[redacted] (ext. 8172). E[redacted] told me there was a problem with their software and that they were going to bill me for two mortgages instead of one. I asked if she would hold while I checked my bank account. Got online and logged into my bank account and there was no charge that month for my mortgage yet and it was not in the pending section either. I told her since it did not go through to just cancel the payment. I could not afford to have another $830 taken out of my account. E[redacted] said this was not possible, it was going to happen and not to worry, this was happening to several other people as well (that is why she called). She said to call her back, not if, but when the charges occurred. On 1/7 I go to work and pull up my banking account sure enough there are two charges for my mortgage. I call E[redacted] back, she informs me that she already knew this has occurred and have overnighted my check to me. Ok, great the check should be here when I get home. I also inquire about what to do if I incur any over draft fees. She responds to make copies of them and fax them in and she would submit them to see if the company would indeed pay for those fees. So, Penny Mac has recommended that I overdraft my account (which I do not have on my bank account) and trust that they will pay the fees in a timely manner after they have STOLEN (theft by conversion, theft by deception) money from my account. She did not give me a fax number. Afternoon of 1/7, check the mail but there is no check. Call Penny Mac back but E[redacted]s extension is not working. I redial and talk to someone else (did not write down name). This lady informs me that they have no idea where my check is or how it was sent. I sit on hold for a while to have come back and say the checks were mailed out last night, via regular snail mail. She informs me the check should be there the next day (1/8, or 1/9). She tells me to call back Saturday if I have still not received the check. She then mentions they close at 11a.m. on sat and the mail will come late so never mind because no one will be there. I wait until Saturday (1/11) at 3:45 p.m. when the mail comes. Check the mail, no check. I was promised that the check would be here by this day and it is not. 1/13 I call Penny mac as soon as they open (8:00 a.m. central). My call is answered and I ask to speak to a manager. I am put on hold for approximately 20 minutes. A manager (T[redacted] ext. 5114) answers the phone. I again explain my situation for the 5th time to a new person. He exclaims he is very sorry (he is very polite). I asked him why he thought it was ok to steal from me, again he said he was sorry and that I could run up my fees submit them and that they would pay for them. I needed to purchase firewood but could not because they had stolen money from my account. People who sell wood generally do not accept checks or credit. It was 6 degrees in Tennessee and my heat pump could not keep up. I now have a cold because of this ordeal. They do not care. They also said it would arrive 7- 10 business days for delivery. If they knew that the entire time why did they keep lying to me? I am not an it, and do not care to be treated like one.Doing some research online I have found other people who this happened to and were told the exact same thing. I also found a report if it having happened last year. This means they have known about this computer glitch for at least two years and have done nothing to remedy the situation.Desired Settlement: My extra mortgage they stole from me and 200 dollars for damages. Or my extra mortgage they stole from me and whatever the fine for theft of under 1000 dollars is in the state of California to be paid.

Business

Response:

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].

Business

Response:

Thank you for allowing us the opportunity to respond to Ms. S[redacted]'s additional concerns.