Consumer complaint received 2019-10-07
Company: PENNYMAC LOAN SERVICES, LLC.
State: MA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
My family and I lost our house in hurricane Irma on XX/XX/XXXX. We immediately contacted our mortgage company - PennyMac to let them know what happened and we had a company begin repairs on our house. We entered into a disaster forbearance plan with PennyMac which allowed us to put our mortgage on hold for 1 full year. We were told at the end of the forbearance we would pick back up on our normal payments of {$1200.00}. We spoke with penny Mac several times over the course of the year and kept them informed of everything going on. The company we hired to fix our house took a large amount of money and after doing the initial demo they never returned to do the work. We had to hire a lawyer to help us and it took over a year to reach a settlement with our insurance company. After the forbearance period was up we contacted pennymac to tell them we were ready to start paying our mortgage again despite our house not being liveable we did not want to risk a foreclosure so we wanted to pay our mortgage however once we told them our house was not currently being fixed because the construction abandoned property and we now had a lawyer helping us resolve our situation they told us we no longer qualified for the forbearance and we now owed the full year of mortgage of {$15000.00}. They would not let us set up a repayment plan and when we told them we could not afford that in a lump sum and that we were told on several occasions they would work with us on a repayment plan they were now starting the foreclosure process on us. Over the course of the next several months we tried to sell our house but because the house was severely damaged we would have to sell it well under what we owed and we did not have any money at the time to pay off our mortgage so we had to wait until our settlement was finalized. We finally sold our house on XX/XX/XXXX and paid every cent we owed back to penny Mac including additional fees they added on which totaled around {$15000.00}. 
After 2 years of being homeless we finally had the means to buy a house again. This is when we quickly learned from a mortgage broker that our credit score was so bad we could not get a loan. Penny Mac had reported us late on our mortgage for 7 months after they refused to work with us on a repayment plan on our destroyed unlivable house. We have filed several complaints with them and tried to fight the late marks they put on our account but they refuse to work with us. We never would have entered into a forbearance plan if we knew they were no longer going to honor the terms and it would lead us down the road of destroying our credit. We have asked for upper management to look into this for us but they refuse to get back to us. The supervisors we worked with to resolve this issue to no avail was XXXX XXXX and her boss XXXX. We are asking for penny Mac to please remove the late marks on our credit. We paid on our mortgage on time every month and has excellent credit up until the hurricane destroyed our lives.

Company response to consumer: Closed with explanation