Consumer complaint received 2019-05-08
Company: PENNYMAC LOAN SERVICES, LLC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
In XX/XX/XXXX of this year, I contacted PennyMac about the possibility of paying down the principal on my mortgage, and also to refinance. The reason for this is because my now-husband and I were getting married, and because we planned to pay at least $ 200K toward the principal, I asked them to add my husband to the loan and refinance the current mortgage. On XX/XX/XXXX, we put the process on hold, but re-started the refi process with PennyMac on XX/XX/XXXX. During that time, the refinance department emailed and called me constantly with updates and requests for documents, including documents that had already been sent previously. Ultimately, we ended up not refinancing with PennyMac as their customer service left a lot to be desired, and because XXXX XXXX was able to offer a far better interest rate and term on refinancing our mortgage with just my husband on the loan. Here 's where the real problems began : on XX/XX/XXXX, a creditor with XXXX XXXX called to advise that my husand had never been added to my PennyMac loan. This in spite of the fact that my very first request to PennyMac was to add my husband to the loan. The XXXX XXXX rep had conferenced in a rep named XXXX in the PennyMac customer service department, at which point we asked exactly what information we needed to provide in order to add my husband to the loan. He told me that they needed a note with my signaure AND my husband 's with the loan number and verbiage stating that I was requesting that he be added. I sent this on Monday, XX/XX/XXXX, by fax and also uploaded a copy to their online portal. I called on Wednesday, XX/XX/XXXX, to see if they received my letter and to confirm everything was in order. I spoke with XXXX  ( XXXX? ), she told me that the letter was insufficient because my signature did not match my " legal signature ''. At this point I was transferred to a supervisor, I believe her name was XXXX  ( not 100 % sure ), that not only did I have to provide the note with a legal signature, I also had to send a copy of my husband 's Social Security card and drivers license and a copy of my homeowners insurance policy with my husband on the policy. In addition, I also needed to update the title on the house to have my husband added. I told the supervisor and wrote on my letter to please call or email me to confirm receipt or if there were any questions. I sent the SSN/DL along with the proof of insurance on XX/XX/XXXX through the online portal, and sent the updated title on XX/XX/XXXX. On XX/XX/XXXX, I received a letter in the US mail, stating that they were unable to process my request, for the following reasons : they couldn't read the number on my husband 's social security card, my homeowners policy did not have PennyMac listed as the mortgage holder, as well as the updated deed. Oh, they also wrote that there was a {$100.00} processing fee that needed to be paid. AT NO TIME IN THE 3 MONTHS WE WERE WORKING ON THIS DID THEY SAY THERE WAS A PROCESSING FEE. We are trying to provide them with what is requested but the problem is that they keep changing/adding new items that we need to submit. At this point it is jeopardizing our being able to refinance our home through XXXX XXXX. Please know, I don't have an issue with requiring the documentation requested but I was never given complete information about the requirements ; in fact, I'm beginning to wonder if they are just looking for more roadblocks to throw up to keep us from refinancing with another company. The supervisor I spoke with on XX/XX/XXXX send I was sent an email about this, but I never received an email about adding my husband, all I received were document requests for the refi. This is the absolute worst customer service I've received in my life : I was never given the complete information from the start, and then only received piece-meal details from PennyMac as to what they needed to add my husband.

Company response to consumer: Closed with monetary relief