Consumer complaint received 2023-10-16
Company: PENNYMAC LOAN SERVICES, LLC.
State: NE
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Sub-issue: Loan estimate or other related disclosures

Complaint:
My name is XXXX XXXX and I was divorced in XXXX from my ex-husband XXXX XXXX. We had an amicable divorce upon which we wrote our own terms. Within our divorce proceedings, I was awarded the house. The house deed was transferred through that process. We recently started the process to have his name removed from the mortgage via PennyMac. This was an assumption. PennyMac has XXXX defined as the seller and myself as the Buyer. No funds are to be transferred, but rather just have the mortgage altered to have his name removed. Unfortunately, XXXX has been difficult and incompetent and has caused a lot of confusion, frustration etc with financial implications, etc. Initially they told me to upload all my documents via the website, which I did. I called a few weeks later and they said that was the wrong way to do it and that I should have mailed it. They said they would send it to someone to address. That person then addressed a portion of the documents, but not all. It was not the end of the world, I just had to provide updated bank accounts, etc. as we went into another month. Once I got sent to XXXX XXXX, the problems started and have continued. First, he was very kind. He would call me and update me. Then, he started telling me he would call me XXXX date. I didn't hear back for a week. I tried calling him and emailing him and would get no response. I finally got ahold of a supervisor who then got XXXX to get in touch with me. He was unable to communicate about any details about the process. He was very unintelligent when it comes to his job. I received some paperwork so I called and asked him questions. He had no clue what things meant, or what the numbers meant. He said he would ask and get back to me. He called me back with FALSE information about the numbers. He led me to believe that I was okay to proceed with closing and I would just owe the {$2300.00} in closing fees. I finally got an email from a closer and they told me i owed {$28000.00} at closing! The underwriters decided that my divorce decree stating I had to pay my ex-husband when I SOLD the house meant I had to pay him now. I am the buyer, not the seller. Thus, they have given my ex-husband and I the runaround and it is still not resolved. In addition, the fact that i asked XXXX XXXX on multiple occassions what numbers mean, and he had no clue then LIED to me about what they were is highly inappropriate. I have had to consult my lawyer which is going to cost me money. I have spent well over 20 unnecessary hours dealing with this assumption process that should have been simple. I have missed work time which is an added cost. I have then had to make up work during family time and missed children 's events, etc. to try to keep up with what PennyMac is doing. I am supposed to have the mobile notary tomorrow but I still do not have an updated amount I am supposed to have available via a cashier 's check. If I am supposed to have that TOMORROW, I need time to get to the bank. In addition, they told me which bank account I have to use which seems highly inappropriate. They do not get to decide which bank account i use to pay my closing fees. The fact that XXXX XXXX is so highly incompetent is a huge cause for concern. PennyMac is falsely providing information to people like me. It is costing money, time, and of course stress. PennyMac is not training their staff, and are being completely out of line trying to involve themselves in a court order that DOES NOT APPLY here. One lady on the phone even asked me how I was going to talk to my ex-husband when I sell my house, that I should have to pay him now unless I can prove that I will have contact with him at a future date.

Company response to consumer: Closed with explanation