Consumer complaint: With the financial issues the XXXX has been suffering the last few years, Kentucky was one of the hardest hit, in which is the state I reside in. Unfortunately my husband and I had fallen into financial obligations besides which had taken away from making our house payment. Over the last eleven years our house payment has been through three mortgage companies. Our mortgage company at this time is Penny Mac Home Loans. After falling behind we were trying for a loan modification back in XX/XX/XXXX of 2015, in which was filled out and faxed at my husbands company that went through successfully? Waiting to hear a response from them to see if we had qualified, in late XXXX of 2015 we received a letter stating that our house was being foreclosed. Neither of us understood why we were being foreclosed on so we had called them, and they had stated they never received the modification packet. It said it was received on our end of the fax, so we are assuming they had misplaced it. They said we could fill out another modification packet, but our home would remain in foreclosure. When we had tried sending that XXXX through on fax, only XXXX pages would go through and after four times of trying, my husband called to see if there was another fax number that he could try and they said there was only one fax number. This was not true for the reason when our Legal Aid representative spoke with them at a later date they provided her with two fax numbers. We had received a letter which we had asked for giving us the amount we needed to get caught up which included their lawyer fees. Some of the fees included estimated fees, and when we called to get an explanation they could not explain and told us we had to ask their lawyer, in which when I had spoken with them they said that Penny Mac was supposed to give us that information. Penny Mac could not explain all of the fees when we had called back. Some of the fees that that they could explain were different than the ones that were originally on the paper we had received that was good until XXXX XXXX of 2015. The call was made prior to the date they had indicated on the letter. Their lawyer could not understand where some of their fees were coming from and extended the date until XXXX XXXX 2015. The call to them was made to them four days before the due date of the XXXX on several different occasions. Their lawyers also did not understand where some of the fees had occurred from as well and extended the letter from the XXXX to the XXXX of XXXX. Each time a phone call was made to them we would get a different representative each time we would receive different amounts of the estimated numbers. The main one was the inspection fees that were a different amount from each representative. Some of the inspection fees were more than the others which did not even make since to our legal aid representative. While sitting with our legal aid representative we had called Penny Mac on speaker phone the woman kept putting us on hold to try and find the quotes our representative wanted. She could not find what legal aid was requesting and after spending a half an hour on the phone with her mysteriously she could not hear us anymore and hung up. Our representative asked us to call back and we had a different person on the line. I had given this person permission to speak with our representative, as I did with the first, and she would not speak with her, but she would speak with us, and again we did not receive what we had needed, also she was getting rude on the phone with me. When on the phone the XXXX person we had spoken to could not find our modification papers, but the second one did. The second person said everything was there except for the XXXX forms in which the original paper work did not ask for. My husband had received a phone call a few days prior to this and they had said everything what we needed was there. It see 

Company response: Company believes it acted appropriately as authorized by contract or law