Consumer complaint received 2020-09-12
Company: PENNYMAC LOAN SERVICES, LLC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
We contacted PennyMac on XX/XX/2020 to begin the refinance process. Our current mortgage is a VA loan, held by PennyMac, refinancing to a conventional, no cash out loan. The original loan officer ( XXXX XXXX ) was very friendly and helpful, and we were able to get the bulk of the paperwork submitted and signed by the end of the first day, and within a couple days we had submitted all of the initial documents that were requested. We received a couple emails with additional documents requested over the next couple weeks, which were submitted within a day or two of the requests. Sometime early to mid XXXX I received an email from a loan processing agent ( XXXX ) who informed me they had everything they needed from us and that things were progressing as expected. Our expected closing date was XXXX XXXX, and XXXX expressed hope that we may even be able to close a few days early ( though certainly was not guaranteed ). About a week or so later ( XXXX XXXX ) I received a voicemail from a XXXX saying, once again, that they had everything they needed from us and that things were moving along as scheduled. Literally three minutes later I received another voicemail from XXXX stating that she was mistaken, and that they were still waiting on the documents they requested from us, but didn't say what those documents were, or when they were requested. At this point my wife and I began trying to find out what, exactly, was going on ; why the conflicting information ; and what was needed from us. We made phone calls, left voicemails, and sent emails, but received no communication from anyone. About a week and a half later, still having received no communication ( I even emailed XXXX, hoping to get some sort of reply ), I was finally able to speak with someone at corporate sales, who tried to get me in touch with someone at corporate that could help me. After two unsuccessful tries she patched me through to a voicemail, telling me to leave a message, as that department was required to listen to and return all messages. To this day no one from that department has ever returned my call, but later that day XXXX called me. I expressed my frustration at the lack of communication, and that I had contacted corporate, at which point XXXX became very combative and rude. We finally got everything ironed out - I seem to recall being told no additional documents were needed, but they may have been, and they would have been provided. Shortly after, we received an email from our solar company which caused some concern, so we again tried contacting XXXX to find out if that was going to be an issue. After several days of trying to get in touch with XXXX, I finally contacted the PennyMac XXXX page on XXXX XXXX. Within a couple of hours I received a reply, at which point I explained our frustration at the lack of communication from our loan processing team. Over the next few days I was repeatedly assured someone would be getting in touch with us, but no one tried to contact us until XXXX XXXX. After finally speaking with someone ( I believe it was XXXX ), I was assured they had everything they needed from us, they were just busy because of increased business, so our NEW closing date was XXXX XXXX. Either that afternoon or the next day we received another email saying they needed more documents ( the email literally said " paystubs, prior, '' which just added confusion ), conflicting with what we had just been told. I again contacted the XXXX page who eventually got a XXXX to call, who explained that they needed more paystubs, because the previously submitted paystubs were now outdated. Finally, on either the XXXX or XXXX of XXXX I called, since we had AGAIN passed our closing date. XXXX told me the documents had been received, but not reviewed yet, and that as soon as they were reviewed by the underwriters it would go into final approval and he would let us know. On XXXX XXXX XXXX called to say it had gone to final approval, and that we should be getting our disclosures any day now. It is now XXXX XXXX on XXXX XXXX, and we still have not received any disclosures, and STILL have not closed on a refinance application started in XXXX, that was supposed to be completed on XXXX XXXX, and then pushed back to XXXX XXXX, for a loan already held by PennyMac.

Company response to consumer: Closed with explanation