Consumer complaint received 2023-08-08
Company: PENNYMAC LOAN SERVICES, LLC.
State: ME
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Annually since closing on our mortgage and having it sold to XXXX XXXX XXXX in XXXX, XXXX, they have failed to pay my property tax on time out of our escrow account. I always upload the property tax bill ( despite being assured by the town that both XXXX and myself receive a copy ) and then I always receive a delinquent notice from the town of XXXX, Maine, and have to call XXXX and prompt them to make the payment. They annually have to send me a " Taxes Paid After Due Date '' notice where they tell me the bill was paid and the late fees were covered. 

In XXXX I told them I was happy to work together, but that we were going to find the root cause of this so that it does not happen every year. I confirmed the contact info and payment methods from XXXX, Maine, and I also provided the town of XXXX with the full contact information from XXXX. They told me the issue was resolved and once again they sent me a " Taxes Paid After Due Date '' notice. 

Then on XXXX first we picked up a certified letter from the town saying that my XXXX Property taxes were never paid and that we have three weeks to make the payment or a lien is going against our home. We spent hours in the town office trying to talk to XXXX, who first claimed they wired the payment ( to where? ) and then claimed right after that a check had been mailed, despite all the money sitting in my escrow account still and the town never receiving the check. The address to send the check to was confirmed over the phone, and the call center rep said he was not authorized to send checks but that he would forward the case to someone who could within 2 days. 

The following Friday XXXX called and told me the issue was fully resolved, and the XXXX and XXXX taxes were paid. I asked them to clarify what they meant by paid, and through what method, and after some stumbling and circular questions they told me that a check had been sent by certified mail and was confirmed delivered ( Mind you, the XXXX town office isn't open on XXXX... ) So Tuesday ( XXXX, today, ) when the town office was open again, I called to see if the check was there, and it was not. 

At best, XXXX is definitely guilty of serious negligence and carelessness. I should mention that every past notice of Taxes Paid After Due Date from before XXXX is magically no longer in the message center on my account. This time I have printed this year 's statements and I have the past years ' email notifications of when the statements were uploaded to my account as proof that they used to be there. 

I am left feeling like I have two weeks to pay my property tax out of my pocket despite a full balance of money I responsibly paid sitting in my escrow account. Some serious transparency and process review is needed. I'm certain this broken system has left others who are not healthy enough, educated enough, or privileged enough to fight for themselves with permanently damaged credit scores, if out being outright unhoused. Thank you for your review.

Company response to consumer: Closed with explanation