Consumer complaint received 2021-08-17
Company: PENNYMAC LOAN SERVICES, LLC.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
We have a mortgage loan with PennyMac Loan Services , LLC . Wee have had this loan with them since XXXX. XXXX. We have been set up with bi-weekly payments that have been scheduled since then for every other Friday. This past Friday, they were supposed to take out a bi-weekly payment, but it was not. My wife called and asked about it. She was told that somehow the system kicked us out of the Auto Payment and that she needed to make a payment that day. She was given an amount of {$590.00}, and the payment was processed. On the same call, the lady said that she made a mistake that there is need for another payment of {$260.00}, which she paid it too. This lady said that was it for now. Well today, when Im looking at our account, I see that they have been several mistakes on their system. I called and they are not willing to give me a concrete and accurate answer. These are my questions : 1. ON XX/XX/XXXX. There is a payment processed for {$920.00} that was applied to Principal Reduction. As of XX/XX/XXXX, The Principal balance showed to be {$170000.00}. On the XXXX of XXXX after this payment was applied the principal went down to {$170000.00} and on the same day, after THEY made a correction for the same {$920.00} as Misapplication of Principal ; the balance went up to {$170000.00} and leaving the {$920.00} in Suspense and continues to be there.

2. On XXXX XXXX, my wife was informed that we needed to make a payment immediately of {$260.00} and {$590.00}, which we made, and they were applied to two transactions of Regular Payments.

3. On XX/XX/XXXX. When I called XXXX XXXX Services. I spoke with Mr. XXXX with Customer Service. He was rude and told me that we had requested to be taken out of automatic payments as of XXXX the XXXX. He couldnt explain why we would do that if the automatic payment was scheduled for XX/XX/XXXX, and we were calling to inquiry why the payment had not been processed. He then informed me that they are holding an amount of {$320.00} in suspense and that I need to make a payment of {$590.00}. I was so confused. 
4. I asked to speak with a manager or Supervisor. Mrs. XXXX came on the line, and she was telling me that I needed to make a payment for {$850.00} and that I took the account off from the automatic payment process on XX/XX/XXXX. I asked her to explain how was it that for the month of XXXX the system still took payments off as automatic. She was rude and was hard to talk to. She said that maybe I didnt understand English, that maybe I couldnt use a computer and was in the wrong system. She was very disrespectful to me because I speak English with an accent. She said she was not willing to explain any of the missed step their company did, because I was not going to understand her. She said, Just make the payment or I hang up the call. I politely asked if I could speak with another manager or if she can put this inwriting since I keep getting different stories from different people. I needed to ensure this account was corrected and then I would make any payment that needed to be made. Just accept that PennyMac made a mistake, we fixed the issue and move on. She was not willing to do it and hang up the phone with me.

Company response to consumer: Closed with explanation