Consumer complaint received 2018-04-23
Company: PENNYMAC LOAN SERVICES, LLC.
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
After many months of trying to make contact with PennyMac and dealing with representatives who made promises to assist with my escrow issues, they never followed through. So on XX/XX/XXXX I submitted a complaint with CFPB against PennyMac because I was getting no response or return phone calls from PennyMac from my emails, voicemails or messages via their website. 

On XX/XX/XXXX I received a voicemail from someone named XXXX at PennyMac stating she was being assigned to my account to assist with getting my account sorted out. She said she would be researching my account and would keep in contact with me so that we could get my account taken care of. She also said that she was busy the following day and that she would be in contact with me the following Monday. That never happened. 

I contacted CFPB last week to follow up with them and to let them know that PennyMac has not responded back to me since the XX/XX/XXXX. He then read me the response from PennyMact to CFPB stating a person named XXXX XXXX said she had made two other phone calls to me after theXX/XX/XXXX.  I told him that was untrue because I have had absolutely no phone calls or voicemails from XXXX XXXX or anyone else from PennyMac. The statement from XXXX XXXX is full of false information and it totally misrepresented me as well as giving false information about my account. 

I am submitting this complaint because I have called XXXX XXXX 's contact number four times in the past week, two of the calls I left voicemails, yet I have had no response from her at all. I called PennyMac six times today to four different phone numbers and was placed on-hold on each one of them for extended periods of time. I feel this is the only way to get someone at PennyMac to respond to my attempts to contact them. 

In my most recent voicemail to XXXX XXXX XXXX told her that if I did not hear from her or someone at PennyMac this week then I would cease to make any further mortgage payments. I have been paying my regular loan payments twice a month for over eighteen months and have never missed a single payment. The issues here are with my escrow account, which I have been attempting to pay but I can't get in contact with PennyMac to do this. My credit scores were in the XXXX range, but PennyMac chose to ruin my credit even though I have been making my payments. Now I have nothing to lose with stopping my payments, which I will do if someone other than XXXX XXXX contacts me this week. 

I am trying to settle this issue but I can't do that when the person assigned to my account won't even return my calls. To PennyMac-reassign my account to someone else and have them call me by the end of this week. If I don't answer have them leave a voicemail with his or her name, contact number and extension and I WILL call them back. I work a very tedious and technical job and can not stop what I am doing during the day to take phone calls when I don't even have my account information with me. 

As a note to PennyMac management, when XXXX XXXX left me a voicemail on XX/XX/XXXX, she did not leave me her last name. I had to find that out through the CFPB representative I spoke with last week. I am also contacting the Veteran 's Administration this week to inform them that PennyMac is treating XXXX war veteran 's with inconsideration, unprofessionalism, and disrespect. If PennyMac doesn't want veteran 's business then don't finance our loans. We don't want to be treated with this kind of disrespect. I fought for my country and am honored to have served. I wonder how many employees at PennyMac are able to say that. 

At the end of the day I want to resolve this issue with PennyMac, however they need to repair my credit because I have made my payments on-time. Just because they have dishonest people working for them doesn't mean I am at fault. My contact phone number is XXXX. I would appreciate it if PennyMac would step up to the plate and have an honest and professional representative contact me as soon as possible so this issue can be resolved and closed. I am willing to pay the fees required to bring my escrow account to current status. 

I thank you for your time and understanding.

Company response to consumer: Closed with explanation