Consumer complaint received 2021-11-29
Company: PENNYMAC LOAN SERVICES, LLC.
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
We had a refinance closing with XXXX scheduled for XX/XX/XXXX. The person from the title company came to our house to do it and we thought everything went fine. About XXXX weeks later, we got a call stating " the date on the settlement documents was incorrectly typed for the XXXX, not the XXXX ''. Therefore we needed to do a closing for a second time. We had it scheduled for around XX/XX/XXXX. No one showed up or called. We scheduled a XXXX attempt for XX/XX/XXXX. This time, we closed and everything seemed fine. I set all the paperwork aside after the closing and didn't look at it again until I was filing it away about a month or XXXX later. That's when I noticed that the monthly payment was the same amount from the first settlement on XX/XX/XXXX and the final settlement on XX/XX/XXXX. Here 's my concern... I made XXXX bi-weekly payments between the XXXX closing dates totalling {$2800.00}. How could my monthly payments be identical if I paid that much extra? I did receive an " escrow surplus refund '' check in the amount of {$930.00} ( still not cashed ) dated XX/XX/XXXX. The remaining XXXX payments were applied to the loan that was being refinanced ( also a XXXX loan ). The total loan payoff amount as of XX/XX/XXXX was {$180000.00} and as of XX/XX/XXXX was {$180000.00}. I also paid more in closing costs the final time. My points went up from 2.046 % on XX/XX/XXXX to 2.59 % on XX/XX/XXXX. This caused my total closing cost to go from {$11000.00} on XX/XX/XXXX to {$13000.00} on XX/XX/XXXX. An increase of {$1800.00}. Why was I penalized because XXXX had a date mix-up? I tried handling all of this directly with XXXX. I have logged over XXXX hours of calls and an email or XXXX, all to no avail. I am currently waiting for a call back that should have occurred over XXXX weeks ago. No one ever calls back. I always have to call them and start my story all over again each time I call. I initially emailed XXXX on XX/XX/XXXX who told me I had to call the loan department. They referred me to Loan Servicing. They referred me to senior representatives and then to the Retail Department. I didn't start tracking dates, times and names initially. But after my XXXX or XXXX call, this is what I have... I spoke with XXXX and XXXX on XX/XX/XXXX or XX/XX/XXXX, XXXX on XXXX, XXXX on XXXX, XXXX on XXXX and XXXX XXXX XXXX XX/XX/XXXX. After speaking with XXXX for over an hour, he told me he had typed/written down our entire discussion so that he could pass the issues along to the proper individuals and they would contact me " by the end of the week ''. That was on XX/XX/XXXX and as of today, XX/XX/XXXX, I have yet to receive any form of communication from XXXX. Any assistance would be greatly appreciated as I am at witts end trying to get a legitimate response. Here are some of the phone numbers I managed to aquire... 
Loan Department XXXX Loan Servicing XXXX Retail Department XXXX XXXX XXXX ext XXXX XXXX XXXX XXXX Thanks in advance, XXXX

Company response to consumer: Closed with monetary relief