Consumer complaint received 2018-03-02
Company: PENNYMAC LOAN SERVICES, LLC.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX, my city was hit with a major hail storm. I filed my claim with my insurance company. I had someone come out and assess the damages to my home and issue me a checks to repair the damages. Checks were issued to me and PennyMac for {$9400.00}, {$130.00}, {$110.00} and {$2600.00} ( this is per my insurance company as I do not have a copy of the checks since I sent them directly to the mortgage company. ) I sent these payments in the Mortgage Company in XXXX of XXXX. I realized about XXXX that I never received the signed checks back from my mortgage company. I called my Mortgage company to check on the status of these checks and was told that they signed them and mailed them back to me in XXXX ( lie # 1 ). I never received these checks. I called my Insurance XXXX and had new checks issued. This time they were for reissued to me and the mortgage company for the same amounts above except the check for {$130.00} which was issued only to my husband and myself. Again, these amounts are per my insurance company because I once again believed my mortgage company would not lie to me. I called to check these payments were received and was told at that time they received them but could not send them back to me because I had not originally signed the checks. ( lie # 2 ). I was also told that the first checks were in the file and that they had never been sent to me. I called my husband who called the Mortgage Company and found out we need to have a XXXX XXXX of XXXX signed and a XXXX before they will release the funds. ( lie # 3 ). I am finally up to have my roof repaired ( XX/XX/XXXX, yes the storm was that big ) and called to check on the information needed. It was at this time we found out that the claim had been overstated in their system, now I don't need the XXXX for XXXX XXXX of XXXX and that my insurance has been rejected by PennyMac. Insurance was rejected because they never received the letter form the XXXX about the reissued checks or the updated XXXX reports. ( lie # 4 ) Both the these items were sent with the checks that are not magically cashed and sitting in my restricted escrow account. The lady I spoke with yesterday was the only one who stopped to see what the problem was and try and correct the issue. Gold star to Customer Service Rep XXXX! The only bad thing is they promised to over night checks to me and her Manager promised to call me back in an hour. ( lie # 5 ). Yes they verified my phone number. I call today to check on the status of my checks and was told yesterday 's manager called and left a message for me ( lie # 6 ) and that the claims check could not be expedited and that I would need to wait between XXXX business days to get my fund released. I have tried to go up the chain of command to speak with the person in charge of the claims process and have not been able to get past the Hazard Claims report whatever head XXXX XXXX. ( Sorry, I've been transfer to so many people I can't remember everyone 's fluffed title. ) Today 's rep said she would work to try and expedite my claim today and will call me back to let me know one way or the other what is going to be done by the end of her shift today. After the number of lies I have already been told, I don't believe they will do what they say they will do. For the record, I have never been late for a mortgage payment and always paid what was due.

Company response to consumer: Closed with explanation