Consumer complaint received 2018-04-27
Company: PENNYMAC LOAN SERVICES, LLC.
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
My husband passed away and I am his confirmed successor in interest ( document with confirmation from servicer, Pennymac Loan Services, LLC is attached ). My home is currently in foreclosure. I would like the servicer to give me information for all available loss mitigation options which are available to me so that I can assume the loan if it is economically feasible to do so. I would also like for them to follow CFPB final rule regarding successors in interest and the Ability-to-Repay Rule when assuming the loan of my deceased husband. Since this would not be a standard assumption my ability to repay should not prevent me from assuming the loan. 
I would also like a list of the criteria required to qualify for each loss mitigation option so that I may know which ones that I would qualify for. I have made countless efforts to receive assistance from Pennymac. They have sent several notices indicating that they are able to assist me with this, however, when I contact their customer service department, no one has been capable of helping me accomplish this. 
On XX/XX/XXXX I received a call from XXXX, a representative from the Pennymac Research Department, who informed me that I have been confirmed as the successor in interest for property XXXX XXXX XXXX, XXXX XXXX, CA XXXX. I was advised by XXXX that I can now receive the necessary assistance regarding this home. He provided me the number to customer service. On that same afternoon I contacted Pennymac customer service and spoke with a customer service representative. I asked for available loss mitigation options. The representative indicated that I needed to speak to XXXX XXXX and provided me with her extension number and then transferred me to her voicemail. I left a message on XXXX voicemail. On the message I stated that I am interested in available loss mitigation options. I waited one week for a return call from XXXX, but never received one. On XX/XX/XXXX I called Pennymac customer service and spoke with a representative by the name of XXXX. I requested to speak to XXXX XXXX and XXXX offered to assist. I advised her that I need loss mitigation options. She placed me on hold to contact the correct department that could help me. While I was on hold the call disconnected. I immediately called back and spoke with XXXX who advised me that I need to speak with the Pennymac bankruptcy attorney, XXXX XXXX, in order to get loss mitigation options. I had filed bankruptcy as a result of loss of income due to my husbands death and in an effort to be able to afford mortgage payments. I contacted the Pennymac bankruptcy attorneys office and spoke to a representative who advised me that I need to speak to XXXX Oh and she then transferred me to the voicemail of XXXX the attorneys assistant. I left a message advising XXXX that I need loss mitigation options and also provided my telephone number. On XX/XX/XXXX after not receiving a call back from the attorneys office, I called Pennymac customer service again and spoke to XXXX. XXXX stated that XXXX XXXX could assist me with a workout agreement, and she provided me with her number. XXXX XXXX is an attorney who represented Pennymac concerning establishing the successor in interest for the property so she was not the correct person to contact. On XX/XX/XXXX I contacted XXXX XXXX office again and spoke with XXXX. I advised her that I needed loss mitigation option and she stated that their office would mail me loss mitigation information. On XX/XX/XXXX I received a letter by mail from XXXX XXXX office that indicated that if I email them my financial information, they would forward it to Pennymac for processing ( letter attached ). On XX/XX/XXXX I emailed the requested financial information to XXXX XXXX at XXXX XXXX XXXX XXXX. A few hours later I received an email from XXXX XXXX indicating that he had forwarded my information to Pennymac and that they would like me to call them ( email attached ). I then called the number that XXXX provided and spoke to a representative by the name of XXXX. I told XXXX that I am calling for loss mitigation options. He told me that I need to contact the bankruptcy attorney. I advised XXXX that Ive already been in contact with the bankruptcy attorney and that the attorneys office advised me to call Pennymac for further assistance. XXXX tried to assist, but said that his computer would not process my information for loss mitigation because I am in active bankruptcy and he recommended that I contact the bankruptcy Trustee for further assistance. I emailed XXXX XXXX again to let him know that Pennymac cutomer service was unable to assist me and asked him if there was a specific person or department that I needed to contact. I have not received any response from XXXX XXXX to date. On XX/XX/XXXX I sent a fax to the Pennymac Correspondence Department at XXXX. The fax included the letter from the Attorney, the email from XXXX XXXX, and a brief explanation of what I needed assistance with. I have not received any response from this department to date. Also on XX/XX/XXXX I called XXXX customer service again and spoke to XXXX and explained everything that had happened up until that point and told her that I need loss mitigation options. XXXX stated that she needs to locate who the bankruptcy attorney sent my information to. She couldnt determine who received my information and that she would send an email to XXXX to see if that department received my information. She said he is a bankruptcy processor. She said that I should receive a call back within 24 hours. I have not received that call back to date. I also sent a loss mitigation package to Pennymac with all of the required documents. Pennymac returned the package and indicated that they will not process it. 

Sincerely, XXXX XXXX Phone : XXXX Email : XXXX XXXX

Company response to consumer: Closed with explanation