Consumer complaint received 2022-02-05
Company: PENNYMAC LOAN SERVICES, LLC.
State: TN
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
My VA loan with Pennymac has been in COVID related forbearance. When I reached the end of my forbearance duration, we started the loan modification process. This has been an absolute nightmare. 

Pennymac began calling me repeatedly every 2-3 days during work and during dinner. They would call with a robot and say I needed to call X number immediately and it concerned my loan. Given that this is extremely important to me, I always drop what I am doing and call. When I call they tell me they are busy and put me on hold for up to 45 minutes. When I finally get someone I ask them " why did you call if you weren't ready to speak? '' They respond they are allowed to and threaten me if I wish for them to stop calling they will, but I will be financially responsible for any information they are unable to provide me. I am not saying they can't call, but I think it is incredibly messed up they call me, then immediately place me on hold. This is clearly an illegal pressure technique to make my life as miserable as possible so I acquiesce to their demands. Attempts to address this with their management result in them telling me " to write Pennymac a letter ''. 

Pennymac claims they have provided me a Single Point of Contact ( SPOC ), but I have yet to speak to the same person aside from the initial call. When I ask to speak with my SPOC they rudely tell me my SPOC is busy and it would take them weeks to call back and they " are part of my SPOC team ''. This is particularly frustrating is because every new person that calls is woefully unfamiliar with my case and I have to reexplain the entire background every time they call. Every single time they fail to review the notes on my file, tell me " its not their job to review my file before they call ''. Every single time they call and ask for information, it is information I have already provided. 


Pennymac has been calling me every 2-3 days and harassing me about the loan modification process. This is obviously an illegal pressure tactic. They have three times mailed the loan modification paperwork to the wrong address. They rudely tell me the paperwork has been delivered to my house and aggressively ask why I haven't signed it? I ask what address they sent it to, and they tell me ( wrong address ), and I respond it is the wrong address. I give them the right address, but apparently they don't write it down or if they do, the following " SPOC '' fails to review that note and again proceeds to mail it again to the wrong address. This process has repeated itself half a dozen times. Finally, after asking to speak to a manager to stop this madness they arrange a mobile notary, I promptly meet up with notary and sign the paperwork. I have since received 5 calls asking why I haven't signed my paperwork and wondering about if it had arrived in the mail. This is extremely infuriating because when I ask them to review my notes, they respond " oh yeah I see that a mobile notary has mailed in the paperwork ''. I then ask why they called if they already had the answer to the question? They respond its their right to call and if I don't want them to call I will be financially responsible for any information i miss. 

Pennymac has clearly adopted aggressive and illegal pressure tactics during this process. They have failed to provide a SPOC. They call incessantly requesting information they have already been provided. They have been beyond arrogant and adopted a threatening tone and posture. They have demonstrated they are clearly unapologetically unorganized. They have shown a blatant disregard towards me and disrespected my time. I have not missed a payment prior to COVID and this insanity needs to be addressed and stopped ASAP.

Company response to consumer: Closed with explanation