Consumer complaint received 2019-10-22
Company: PENNYMAC LOAN SERVICES, LLC.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
I started the streamline refinance process on XX/XX/19. First issue was that PennyMac ( who purchased my loan ) had mine and my son 's social security numbers entered into their system backwards which is why they could not find my loan. Then they did not have the loan reported to the credit bureau. I did the application over the phone with the lender named XXXX XXXX at PennyMac on XX/XX/19. He ran my credit that day. He assured me that the streamline refinance was a fast process and we would close by the end of XX/XX/XXXX. My son, who is also on this loan, was supposed to do the phone interview with XXXX XXXX as well, but he was unable to reach him on several occasions. I email XXXX XXXX on XX/XX/2019 and told him that we tried to call him last week and did not get a return call and requested for him to contact my son XX/XX/19 at XXXX due to his school and work schedule. XXXX XXXX did not answer the scheduled call that day. I emailed him again on XX/XX/19 and informed him I would be traveling soon and to call my sons cell. My son did not get a call and he did not get his calls returned from XXXX XXXX. I emailed XXXX XXXX again on XX/XX/19 informing him that he has not called my son back and I needed this done before I left town. This did not get done. I returned from vacation on XX/XX/19 and XXXX XXXX still had not reached out to my son to complete his application. On XX/XX/19 I called PennyMac and asked to speak to a manager. They transferred me several times and someone said they couldn't reach a supervisor but would make sure they speak to XXXX XXXX and he will get back to me immediately. XXXX called me back the following day, but because of his lack of response my application had expired and he had to redo my application and re-pull my credit on XX/XX/19. He also completed the application with son. I was told there would be a rush on this and they would close me within a few weeks. I received the disclosure and documents on XX/XX/19 but they incorrect. All of the fees were incorrect and it showed me bringing negative - {$130000.00} to closing ( which would be them giving me money ). I emailed and called to inform them of the errors. XXXX XXXX called me back on XX/XX/19 and said they messed up the numbers and they were sorry. He assured me this would be corrected immediately. I have not heard from him nor have I received corrected documents since our conversation on XX/XX/19. I have called XXXX XXXX and I have called PennyMac with zero response. I was told that a supervisor named XXXX XXXX would call me back, but he did not. I called back on XX/XX/19 and asked for a supervisor and after an hour on the phone being transferred around, I was told that XXXX XXXX 's supervisor XXXX XXXX would call me back same day, but he did not call me yesterday or today. I have now had to hard hits to my credit which I am very upset about and I still have not received any information about my refinance. I am uploading documentation of emails I have sent, both times he pulled my credit and the closing disclosure with all of the financial errors.

Company response to consumer: Closed with explanation