Consumer complaint received 2021-05-17
Company: PENNYMAC LOAN SERVICES, LLC.
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My name is XXXX XXXX XXXX. I am writing you about for the Refinance of XXXX XXXX XXXX, XXXX XXXX, SC. XXXX. 

I called in to start a Refinance Application on XX/XX/XXXX. XXXX XXXX took the application and helped me submit some of the original documents to start my file. After that Every time I received an email needing anything, I was quick to give upload it. Many times, I got many emails wanting duplicate items. I would call and talk to someone who was not XXXX or XXXX, then by the time I would talk to XXXX, she would say that whoever went into your file started moving things around, prompting the computer to ask for the same stuff repeatedly. I gave my rental house lease that started the beginning of XXXX. Everything was cleared. 

Then yesterday I got this message PROVIDE YOUR DOCUMENTS XXXX, There are 5 open document request ( s ) that need your attention. 

Please provide the documents listed below by securely uploading to our sign portal as soon as possible. Social Security Income : Please provide documentation to support that Social Security benefits in the amount of {$510.00} paid to XXXX XXXX for the benefit of XXXX XXXX will continue for a minimum of three years Social Security Income : Please provide documentation to support that Social Security benefits in the amount of {$1300.00} paid to XXXX XXXX for the benefit of XXXX XXXX will continue for a minimum of three years Social Security Income : Please provide documentation to support that Social Security benefits in the amount of {$680.00} paid to XXXX XXXX for the benefit of XXXX XXXX will continue for a minimum of three years Expired Asset Document 1 : Please provide updated combined bank statement for XXXX XXXX XXXX accounts. Current document dated XX/XX/XXXX expires XX/XX/XXXX. 

Social Security Income : Please provide some type of documentation to support that Social Security benefits in the amount of {$680.00} paid to XXXX XXXX for the benefit of XXXX XXXX will continue for a minimum of three years Upload w/ eSign If you uploaded your documents in the last 24-48 hours, they may still be under review. As soon as we receive any documents, our m.a.c team immediately begins the review process. If we have any questions, we'll contact you. 

XXXX XXXX Your m.a.c Team PennyMac Loan Services , LLC NMLS ID # XXXX XXXX ( XXXX ) Monday - Friday, XXXX XXXX. to XXXX XXXX PST So, I then called PennyMac, and XXXX began trying to see what was going on. And all of a sudden, she called me back and told me that my application as been declined. I asked why, I just got this 48 notice today, and she said she said it had something to do with my rental being vacant. I told them it has been rented since XXXX of XXXX. I began getting all the documentation that no one ever asked for and began sending it. EVERYTHING I could find. My tenants wrote up something stating when our lease started, I provided my bank statement showing the money going in. I provided a statement from my managers portal showing all the money that came in from this tenant from XXXX XXXX XX/XX/XXXX. There is NO REASON my application should have ever gotten declined. 

I have clearly documented rules from XXXX XXXX and PennyMac and some SC statutes when it comes to our rights in SC in Refinancing. 

SECTION 37-23-85. Compliance failure. 

A lender of a consumer home loan who acts in good faith but fails to comply with this article does not violate this article if the lender establishes that either : ( 1 ) within forty-five days of the loan closing and before the institution of an action pursuant to this article, the lender notifies the borrower of the compliance failure, makes appropriate restitution, and makes necessary adjustments to the loan to make the consumer home loan satisfy the requirements of Section 37-23-70, 37-23-75, or 37-23-80 ; or ( 2 ) the compliance failure was not intentional and resulted from a bona fide error, notwithstanding the maintenance of procedures reasonably adapted to avoid those errors, and within ninety days after the discovery of the compliance failure and before the institution of an action pursuant to this article or the receipt of written notice of the compliance failure, the lender notifies the borrower of the compliance failure, makes appropriate restitution, and makes necessary adjustments to the loan to make the consumer home loan satisfy the requirements of Sections 37-23-70, 37-2375, and 37-23-80. Examples of a bona fide error include clerical, calculation, computer malfunction and programming, and printing errors. An error of legal judgment with respect to a person 's obligations pursuant to this article is not a bona fide error. 

HISTORY : 2003 Act No. 42, Section 1, eff January 1, 2004, and applying to loans for which the loan applications were taken on or after that date I have sent all the other documentation through the portal from PennyMac, XXXX XXXX also. There is ABSOULUTLY NO REASON I SHOULD HAVE GOTTEN A DENIAL. I MET EACH and every documentation you asked for me. The communication never got to my loan officers to let me know what you needed when you needed it. Especially THIS APPRAISAL. They SHOULD HAVE GOTTEN THE DOCUMENTATION RIGHT AFTER THE APPRAISAL SAID THERE WAS A YEAR CONTRACT. WHICH YOU GOT FROM ME THAT CLEARLY STATED IT BEGAN IN XXXX XXXXXXXX XXXX  THE ONLY REASON I HAD TO SEND it yesterday was my loan officers told me they were never asked to have me provide it, there fore they never asked for it. And it appears THEY declined me on a violation that never happened. 

Please look at each documentation. These were NEVER asked of me. I provided this after the last email that said I had 24-48 hours to send the SS like I have had to do so many times. So, I sent in the proof that My rental that I am trying to refinance was being rented since the beginning of XXXX. 

Please help me. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation