Consumer complaint received 2015-04-08
Company: PENNYMAC LOAN SERVICES, LLC.
State: NH
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Making/receiving payments, sending money

Complaint:
I had an insurance claim that was over {$10000.00} so the insurance check was made out to me, my husband ( who is the co-borrower ) and the lender ( PennyMac ). When I recieved the check and the adjuster 's estimate I called PennyMac who told me all I needed to send in was the check and a copy of the adjustment and they would release the XXXX XXXX of that check back to me. This was on XXXX XXXX. I waited and waited and when I returned from being out of town on XXXX XXXX I still had not gotten the check. When I called again I was told that the XXXX person was incorrect and there were additional forms that I needed to send in, which was not told to me the XXXX time in spite of me confirming the exact steps that were needed. Once I did send in the additional form I waited and waited for the check to be released. I then got a phone call that they messed up the processing of my check and it was going to be delayed ( due to their error ). This was XX/XX/XXXX. I finally did recieve the check. An inspector ( contracted by PennyMac ) came and looked at the house confirming the work was 100 % done on XXXX XXXX. When I called PennyMac on XXXX the XXXX I was told that the inspection report was received showing 100 % completion and I would receive the remaining XXXX of the original check I sent in 7-10 business days from the XXXX. I asked several times to confirm that without a doubt I woudl recieve the check within that timeframe. I then recieved a phone call the week of the XXXX saying that they were holding my funds until they recieved another form, which once again I was not originally told was needed ( as I was told that without a doubt I would recieve my check within 7-10 business days from teh XXXX ). I called back and said because of my work schedule, I could not provide the document until Friday the earliest. I was told that if I faxed in the form on Friday XXXX XXXX XXXX ) that they would recieve it that day and it would be processed that day. Due to my work schedule I did not get a chance to fax it in until Saturday the XXXX. Additionally, I faxed in a copy of the invoice showing that the contractor had been paid in full so that the check would be written out to me and my husband only ( and not including the contractor as the payee ). When I called on XXXX XXXX I was told that they can not guarntee when faxes are received or processed and that they had no idea when it would be looked at. I am again away on business today ( the XXXX ) and do not have access to the original document needed or the confirmation that the fax was recieved. Each time I call I am told something that turns out to be inaccurate despite my asking clarifying questions to confirm my understanding. I feel I have been lied to, that frontline personnal are not adequately trained and the company is being deceptive. Additionally, I have had to incur multiple expenses in an effort to expedite the process that would not have been needed had I the confidence that the company was being truthful with me or if they had followed through with what they had originally told me. This has caused an extreme amount of stress on me, impacted my work and personal life. In addition to the actual damages caused, this company has not been helpful, truthful or transparent with their practices and there is no compensation I will be able to receive for the way I have been mistreated and lied to.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief