Consumer complaint received 2023-04-05
Company: PENNYMAC LOAN SERVICES, LLC.
State: CO
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Good morning I made XXXX of XXXX 's mortgage payment to Penny Mac on XX/XX/XXXX in the amount of {$3300.00}. Somehow even after cancelling auto-pay with Penny Mac they withdrew another payment on XX/XX/XXXX in the amount of ( {$3300.00} ) labeled " Retry Payment '' on my bank statement. This " retry payment '' resulted in my account to be overdrawn, and forced my family to live much of the month of XXXX through Credit Cards. I called Penny Mac on the XXXX and told them this was a mistake and to refund me the second payment. They said it could take 5-10 business days to go back into my account, i received that credit on XX/XX/XXXX. I verified once again that auto pay had been cancelled on my account, they answered with yes it has been ( They also told me that the phone calls were recorded so there should be proof of this communication ). 

After thinking everything had been straightened out, I was hit with yet another Penny Mac " Retry Payment '' on XX/XX/XXXX in the amount of {$3300.00}. Not including the one credit that Penny MaXXXX issued me, that's a total of roughly {$9900.00} withdrawn from my account in the month of XXXX when my mortgage is only $ XXXX. 

To make matters worse the back the fourth between PennyMac and myself was getting know where ( had taken over 3 weeks for you to give me a call ), and PennyMac could not give me an actual answer on why they drafted my account numerous times in XXXX, how long it would take to get my money back, or even verify that the funds posted to my account. With the now uncertainty around my money, I was forced to take a loan out of my XXXX XXXX account on XX/XX/XXXX in the amount of {$10000.00} which finally brought my account into the green ( not including the couple XXXX dollars I have to pay back on credit cards now ). 

On XX/XX/XXXX I started an internal dispute with XXXX as the payment on XX/XX/XXXX was unexpected and was labeled Pennymac Retry Payment {$3300.00}. XXXX started the investigation and gave me a provisional ACH Credit on XX/XX/XXXX in the amount of {$3300.00}, they stated that this would only stay in my account if the dispute ended in my favor, if the investigation proved to not be in my favor it would be reversed.. On XX/XX/XXXX XXXX posted the ACH Dispute Credit to my account in the amount of {$3300.00}. On that same day the ACH Provisional Credit was reversed debiting my account {$3300.00}. 


I got Penny Mac and XXXX on the phone at the same time so that XXXX could confirm that all of these withdrawals in fact posted to my account. XXXX confirmed all of this, but still no answer from Penny Mac on where my money is at.

What is Penny Mac going to do for my family to rectify this mistake? This has been one of the most stressful, financial situations i have ever been in. Not to mention the most embarrassing. I hold a XXXX XXXX XXXX XXXX, so every time I default or over withdrawal it flags my account for suspicious activity. This entire fiasco resulted in cancelling our kids spring break vacation as we did not have the funds to pay for it. 

The simple fact that Penny Mac can not see my funds is question for concern, not to mention the automated Retry System seems extremely flawed as it pulled from my account multiple times in XXXX all while my account was paid up and in good standing. On top of that I had asked them to STOP auto pay entirely. 

In conclusion the following information is what you will find on the attached bank statement. 

Please see the attached XXXXXXXX XXXX Statement which clearly shows the following transactions from PennyMac that I am referencing in this complaint ( To keep things easy to read I have highlighted all pertinent information in yellow ). 

XX/XX/XXXX Penny Mac Online payment withdrawn from my account $ ( XXXX ) XX/XX/XXXX Penny Mac Retry Payment withdrawn from my account ( {$3300.00} ) XX/XX/XXXX Penny Mac Credited to my account ( {$3300.00} ) XX/XX/XXXX XXXXenny Mac Retry Payment withdrawn from my account ( {$3300.00} ) Total Withdrawals from Penny Mac in the month of XXXX = {$9900.00} Total Credits from PennyMac = {$3300.00} Total moneys paid to Penny Mac in XXXX = {$6600.00} Respectfully, XXXX XXXX

Company response to consumer: Closed with explanation