Consumer complaint received 2021-08-10
Company: PENNYMAC LOAN SERVICES, LLC.
State: OR
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
This is the letter I sent after my loan closed : First, this process started out terribly with my original communication with my Loan Processor XXXX XXXX, the first time we talked her communication was XXXX, bordering on XXXX, and she asked me for documentation of several items without clearly explaining how I was supposed to get them. Then she was rude and frustrated with me when I asked for clarification. At this point it should have been a red flag for me and I should have just looked for a different lender. 

Second, along with the previous communication from XXXX, I received several phone calls from her with an " update status '' where all she had to tell me was that she had nothing to tell me. To me as a consumer of your product that feels like no work was being completed on this project. Not only was this not helpful but it was extremely aggravating. 

Third, I understand the appraisal took a long time, but every time I asked for information on the appraiser, I was given nothing. Finally, a week and a half ago I was given knowledge that the appraisal isn't even ordered by you, it is ordered by the VA regional home loan office in XXXX. Of course, I wasn't given any contact information for them, so I looked them up myself and called them to get the process expedited. To me this is unacceptable and is something your team should have been doing all along. 

Fourth, as I was working with your team and started getting upset with this process, I requested to not be contacted by XXXX anymore ( this was completely ignored ) and I asked for assistance from your management team to finish this process up. I was contacted by XXXX XXXX, who said she would help facilitate and expedite this process. She did help to get the ball rolling, but as my communications progressed with her the return calls became non-existent. The last conversation I had with XXXX, she told me that a loan this small was normally a big deal but had basically insinuated that I had made it a big deal. I can't tell you how frustrating that statement came across. I know that {$500000.00} isn't a big # in the grand scheme of things for XXXX as a whole, but that definitely made me feel like being a valued customer who hasn't missed a single payment in years meant nothing to your team or company. Not to mention that borrowing any sum of funds in this amount for most American families is a life time event. 

Because this process took so long, I have had to rent back my current house for 8 days, however I still will be homeless for three days starting Wednesday of this week, to me this is unacceptable as this process was started over a month and a half ago. I feel that XXXX should help out with providing credits for a few months of payments, or some other benefit to help me and my family out after this long and painful process. At this point I will not be recommending anyone I know to use XXXX. I thought about sending this email to the VA regional home loan office as well but I will hold off until I hear a response back from you.

Company response to consumer: Closed with monetary relief