Consumer complaint received 2016-08-10
Company: PENNYMAC LOAN SERVICES, LLC.
State: MA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Settlement process and costs

Complaint:
i contacted my mortgage lender Penny Mac to do a refinance. i was told the process was going to be easy. i gave everything to them upon request and set up the refinance. i was given a refinance date & was told not to pay my mortgage until the refinance was complete which was supposed to be set up before it was actually due. in the process the lender i was appointed left on vacation. therefore he missed the refinance date. i then spoke to his manager & was told my lender was " in training ''. so i called back later just to find out, through his voicemail messager, that he was officially on vacation for a week and would not return until the following thursday. i then got back in contact with his manager to ask why he lied and to check the status. he then proceeded to tell me that what the lender was telling about the refinance was completely wrong and that they would never advise me to not pay the mortgage. & that he would contact me regarding the situation. 5 days went by and i heard nothing. then when i called them back to check the status the manager & everyone else was no longer available to help & was pretty much ignored until the lender came back from vaca. when the lender gets back from vaca i dont receive a call. so i waited two more days longer and contacted them. all for them to give me the runaround and excuses. so then we moved forward after i put up a fight. so then my refinance date was rescheduled for the following Friday afternoon. everything was all set up through the closing lawyer/lender & i was supposed to get a final confirmation stating that they would be coming on Friday. i never go the final confirmation. so i left work early friday to meet with the closing lender on the scheduled time. nobody showed up. the following morning i emailed everyone involved asking to be contacted regarding the situation. i then went about my day. i get a phone call around XXXX from my wife saying that the lender was there at the house to close. no phone call from them informing us ahead of time & nor did i hear from the lender at all. seeings how i was not available the refinance was not completed. therefore i needed to make my mortgage payment that was now close to being late. i tried monday and tuesday to contact the lender or manager through email and phone messages, with no results. then on wednesday a completely new person contacted my stating that they would like to set the closing date & informed me i would need {$300.00} for closing costs. which just last week on the correct date that somehow they messed up, there was no closing cost fee out of pocket. so i questioned everything and asked to be contacted by the lender to explain everything to me. nobody reached out. then i was called that thursday to confirm the date that the lender had set up to close which was to be the next day ( friday ). still no call. i was then contacted by the closing lawyer stating my closing cost was now a new figure. i then tried to contact the lender with no prevail. the lawyer even reached out himself with no results. the lawyer explained it all to me once he arrived at my house and pointed out everything the lender had done wrong. & advised me of the financial XXXX ups that the lender was obligated to take care of. i went through with the refinance under the advice from the lawyer who stated i was in the right and the lender was in the wrong. since the closing i still have not been contacted by the lender or anyone involved in the situation. i was completely mistreated and hung up on several times throughout the process. there is plenty of details i couldnt type. i really need the help because theres not much i can do at this point. especially cause at this point im being ignored still.

Company response to consumer: Closed with monetary relief