Consumer complaint received 2020-09-09
Company: PENNYMAC LOAN SERVICES, LLC.
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2020, I made a payment on the Penny Mac mobile app to satisfy my XXXX mortgage payment. 

On Friday XX/XX/XXXX a received a notification from my bank that there were insufficient funds in my account to cover this payment, payment failed, bank fees applied. 

On Sunday, XX/XX/XXXX I deposited the funds to cover my montage payment into my account and then proceeded to make another payment via the Penny Mac mobile app to satisfy my XXXX mortgage payment On Monday, XX/XX/XXXX, Penny Mac processed a retry payment and charged my account, thus satisfying my XXXX mortgage payment. 

On Tuesday, XX/XX/XXXX I received another failed payment attempt notification. The payment I made on Sunday XX/XX/XXXX was considered my XXXX payment, which I was not trying to pay. I was only trying to satisfy the XXXX payment, without knowing that I did not have to do this, but Penny Mac was going to automatically retry the collection of the payment. Which they did on XX/XX/XXXX and satisfied my XXXX payment. 
I called Penny Mac and explained the situation. I explained that I was not trying to make the XXXX payment yet and to please stop trying to collect XXXX payment. In fact my account had a negative balance as a result. The representative assured me that the payment collection attempt would be reversed and canceled. 
The next day, the payment attempt was reversed and my account no longer shows a negative balance. Great, however when I logged into my Penny Mac account it showed that they gave me two refunds and thus showed my XXXX payment as not paid. I have bank statements showing that they took my XXXX payment and I was never refunded it. They told me to call my bank because they may be holding the funds. I called XXXX XXXX and there was nothing pending. Penny Mac only reversed the last payment retry attempt but did not issue me to refunds. Now, they do not have almost {$1400.00} accounted for and its been two weeks dealing with this has no answers for me. They just stole {$1400.00} dollars from me. I did apply for forbearance due to these difficult times, to relive some stress off of me and my family, this only exasberated the stress. I have spoken to several supervisors and they are insisting that the money was refunded. It was not! One small mistake I made on my end but still paid my mortgage and they don't have the capability to track this, it is absurd. Please, please help me. No one calls me back, they say they are going to transfer me to a supervisors voicemail but it only rings and disconnects. I want to apply partial payment for XXXX while i am in forbearance to minimize the balance when the grace period ends, but I need them to update my account with the proper information and account for my money!! 

I have my XXXX bank statements attached to show the evidence that they withdrew from my account but never refunded me my XXXX payment. Also screen shots of the Penny Mac app showing two refunds and an unpaid XXXX payment.

Company response to consumer: Closed with monetary relief