Consumer complaint received 2023-02-26
Company: PENNYMAC LOAN SERVICES, LLC.
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
XX/XX/XXXX - requested and entered into forbearance, lasting from XX/XX/XXXX to XX/XX/XXXX. 

XX/XX/XXXX - applied for funding from NCHAF ( COVID-19 relief ) to take care of past due payments, fee 's, etc., that were missed during the forbearance period. 

XX/XX/XXXX - forbearance period ended. 

XX/XX/XXXX - finally contacted Servicer by phone regarding balance discrepancy on all three credit reporting agencies ( XXXX, XXXX XXXX XXXX ). Servicer confirmed the balance of {$340000.00}. XXXX as it reveals on their website, but conflicts with the balance on the three credit reports. Spoke and requested letter from Servicer Supervisor XXXX, said he will email it and send a copy to my home address, but he never followed through. 

XX/XX/XXXX - generated and sent out a " Notice of Error '' correspondence, along with supporting documents to the Servicer expressing my phone call placed on XX/XX/XXXX with XXXX XXXX. I stated the issue at hand ( discrepancy with the reported balance on all three credit bureaus ) are in contrast with what's on their online platform. 

XX/XX/XXXX - I received an " Acknowledgment '' email @ XXXX XXXX  from the Servicer. PDF attached : letter informing me that they received my written request. 

XX/XX/XXXX - I received an envelope in the mail, date stamped XX/XX/XXXX, with a letter dated XX/XX/XXXX from the Servicer, stating that they're responding to my correspondence received on XX/XX/XXXX. I didn't send in a correspondence on XX/XX/XXXX. As mentioned in my XX/XX/XXXX correspondence that I sent out FIrst Class Mail, I called them. Due to their lack of communication and integrity, it was then that I decided to reach out to them in writing, with a 10 day response and solution to the problem. I've contacted Pennymac several times by phone regarding this matter and they continue to go around the issue at hand. The correspondence sent by the Servicer only include a " Verification of Mortgage '' document regarding my account. As for the solution of correcting the balance that's being reported to the three credit bureaus, they totally ignored the intention of the " Notice of Error '' that was sent to them. Not once did they mention anything regarding the error in their letter, instead a " Verification of Mortgage? document was suffice for the correction that needed to be made. 

Pennymac refuses to do the right thing. The only way that you can contact them is by phone or in writing. Their customer service over the phone is far from professionalism. Uploading documents through their message center is the worst. They have no way of tracking what you send them, but they heavily utilize the email platform to contact their customers. I've included supporting documents to hopefully remedy the situation. I'm being treated unethically and discriminated against, causing me great anxiety. This situation went from trying to get assistance during these unprecedented times to a full-blown nightmare. Please refer to the attached. Thank you!!

Company response to consumer: Closed with explanation