Consumer complaint received 2019-12-05
Company: PENNYMAC LOAN SERVICES, LLC.
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I made my XX/XX/2019 mortgage payment on XX/XX/XXXX. PennyMac received my payment but on the same day tried to take out an additional unauthorized payment. I didnt have money ti cover the unauthorized 2nd payment so I got a text from my bank that I was over drawn. I contacted my bank to find out what was going on and they informed me about the 2nd unauthorized payment. I contacted PennyMac to try to find out why they were trying to take out a 2nd unauthorized. At first they said they didnt know what happened or where my original payment went. Then they admitted that there was some sort glitch in their system. They assured me it would be taken care and that my acct would be fixed within 5-7 business days. A few days later PennyMac attempted to take out the 2nd unauthorized payment again. I called them back, by now it was the 2nd week in XX/XX/XXXX. They again told me that they were working on the issue and that it would be fixed within another 5-7 business days. A few days later I got an automated call asking me to call Penny Mac so they can discuss my account. I called them and they wanted to know when I was going to make my XX/XX/XXXXpayment! I explain the whole thing to the person on the phone and they supposedly notated the account and assured me they were working on the problem And tell me not to worry about anything because this is happened to a bunch of people, but they were working on the problem. For the course of the next few weeks I continue to receive a letter and several phone calls wanting to know when I was going to make the XX/XX/XXXX payment. Each time I would call go through the whole thing again with the person on the phone and they would reassure me they were still continuing to work on the problem and not to worry about it and they would just need 5 to 7 business days. On XX/XX/XXXX the problem was still not resolved and I made another phone call to Penny Mac and requested to speak to a supervisor. I was passed off to a supervisor named XXXX XXXX at extension XXXX. He told me that in order for the account to be fixed more quickly that if I faxed them a copy of my bank statement showing where the payment had come out he could have the issue resolved within another 5 to 7 business days. I faxed my bank statement to him immediately to fax number XXXX. After not hearing back from him I called again on XX/XX/XXXX and spoke to XXXX at extension XXXX. She assured me that she spoke to XXXX and he said that he found my payment and that he would follow up with me on Friday. I have yet to hear back from him and today is XX/XX/XXXX. I left a message with him three days ago for him to call me as well as a message with XXXX to call me and still have not heard from them as of today. Ive spoken to so many people over the course of the last two months that have assured me things were being handled and that they were being fixed and at one point was even told that my account was in the current batch that was supposed to be fixed within the next 48 hours but that was over a month ago. I reluctantly made my XX/XX/XXXX payment on XX/XX/XXXX because I was trying to hold out until they fixed the payment for XX/XX/XXXX Now when I log into the system its telling me that I need to make my XX/XX/XXXXpayment. So that means when I made the XX/XX/XXXXpayment on XX/XX/XXXX it credited the XX/XX/XXXX payment that PennyMac seems to have lost! I feel like this is a complete misappropriation of funds. I dont understand why, here it is two months later and PennyMac has yet to credit my account properly for a payment that went through my bank on XX/XX/XXXX!  And what makes things even worse is the fact that they have not even addressed this issue on their website in anyway. Why would they not even at least have the common decency to post something on the website stating what happened and how theyre trying to fix it?!

Company response to consumer: Closed with monetary relief