Consumer complaint received 2019-12-12
Company: PENNYMAC LOAN SERVICES, LLC.
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Since the time this company has taken over my mortgage my account has had issues, my payments continue to increase and there's nothing I can do about it. They continue to report to the credit bureaus that my payments are late when they have not been. I had this problem before from XX/XX/XXXX-XX/XX/XXXXthey listed all these late payments but never told me even though I was sending in my payments on time and in full. They claim to have " fixed '' it but didn't remove those erroneous reporting from my credit reports. 

Since XX/XX/XXXX I've been paying every two weeks with instructions to pay an additional amount on my principal. I have confirmation with details on when they were sent and when PennyMac cashed them. I started getting calls saying my payment was late so I called in XX/XX/XXXX ( called at XXXX XXXX  stayed on hold til XXXX XXXX  ) and XXXX  said my payments were not put where they should've been. He said he put in a correction and it would be corrected. The calls picked up so I called back right after the automated call on XX/XX/XXXX, spoke with XXXX and all she's focused on is getting me to make a payment. Wouldn't let me get a word out to really explain what was going on. 

When I finally get to speak she puts me back on hold, ( mind you I waited on hold 30 min ) to finally check my account before she demands a payment from me. She says she see 's that I spoke with someone ( XXXX  ) on the XX/XX/XXXX so why am I calling in if I already spoke with someone about this? I'm already XXXX and now I'm ready to explode on her because of the audacity. PennyMac consistently calls me, I finally call back and she goes on about me making a payment not giving me a chance to explain and it's as if I'm wasting her time. I explain that I was calling back because PennyMac recording said to call in and I didn't want this reported on my credit as if I was late. XXXX 's words of wisdom is, " ... ignore the calls and don't worry about it ... '' her words. I explain again I can't because I've seen this back in XX/XX/XXXX-XX/XX/XXXX with the false reporting and it's still not off my credit that I was not late on my payments. 

XX/XX/XXXX I see my credit has dropped almost 100 points and I'm 30 days late on my mortgage. HOW?! I've been paying early with extra on my principal, again I'm XXXX because I saw this happening and everyone is assuring me it wouldn't. Spoke with XXXX XXXX she said she was sending " this '' to their credit department to have " it '' corrected but there's no direct line for them and she can't tell me how long it will take. I asked to speak with someone higher up about this and I get XXXX the supervisor, I want to file a formal complaint he gives me the corporate headquarters address. 

Due to PennyMac my credit has been horribly damaged and this has caused so many issues in my life as well as my XXXX XXXX. Being a XXXX Vet on a fixed income PennyMac continuously causing damage and harm to not only my financial situation but as well as my XXXX XXXX is criminal. I was in the process of trying to get a cashout refinance, tried with PennyMac from XX/XX/XXXX and was given the runaround all the way til XX/XX/XXXX. Now I have to put that on hold until this is cleared up. 

This has to stop it has to be illegal what PennyMac is doing!

Company response to consumer: Closed with explanation