Consumer complaint received 2019-08-06
Company: PENNYMAC LOAN SERVICES, LLC.
State: OH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
I was laid off in XXXX, XXXX from XXXX. I had tried to find employment since we were notified in XXXX, XXXX but being unsuccessful I contacted PennyMac mortgage XX/XX/XXXX at XXXX pm because I was really nervous because at this time I had exhausted all of my savings and used most of my XXXX to make it through the layoff period since unemployment did not provide sufficient income to pay all of my obligations. I had the funds to make it through XXXX but was getting concerned and I was trying to be proactive in case I did not obtain employment before I had exhausted all of my resources. I called them and advised them of the situation since I had not yet gained employment. Never was I advised that I could not continue to make my payments as I always had which was online.. I talked to them again on XXXX and again on XXXX because my required information to them was not sending and I kept receiving error messages and again was never advised any issues about me making my payment. On XXXX I tried to make my normal online payment and after numerous attempts it would not let me submit my payment. I emailed them and have attached a copy of the email attempts to request help so I could make my payment. I contacted them on XXXX via phone at XXXX and was advised that no one but the person who was assigned my case could take my payment and they were closed until Monday. I was livid, I was trying to do the right thing and pay them but even the regular customer service number that I reached was blocked from taking my payment. I kept trying to make my payment and tried to reach someone who could take my payment on XXXX twice during the day, XXXX, XXXX two failed attempts, XXXX two failed attempts, XXXX all with no success because I was not able to find anyone who could take my payment. By this time I had gained employment again with XXXX. I just wanted my payment to be taken since never in my life had I been late on any payment let alone my mortgage payment, so I was frantic to say the least and was forced to take time off from my job on XX/XX/XXXX in my new position to be able to reach someone during their open hours just so I could make my payment. My new job hours were XXXX and by the time I got home they were closed and after spending my lunch periods for several days trying to reach someone which had failed because I was on hold too long and had to hang up since my lunch period was over. I finally reached my " caseworker '' and made both my XXXX and my XXXX payment. When I told him what had happened he replied that he had saw my numerous attempts to pay my mortgage and would take care of it. I even asked about the late fee because I had incurred it due to not being able to make my payment on the XXXX of XXXX. He assured me that he would take care of it and advised me because I was seeking assistance that my account was blocked from taking payments. I advised him that I was trying to be proactive in case I hadn't found employment but to remove me from this immediately. He told me that he would remove me and since then I have been able to make my payments online as I normally have. I did have to file bankruptcy after a nasty divorce in XXXX and was told I had to not make my mortgage payment during this process and this is the only time I did so, and I fought it all the way because at that time my credit score was over 820. I completed that and vowed to never again be put through that and never have missed any payments other than that once time and was forced to do so because of that. It killed me! Now to try and do the right thing and make my payments and try to be proactive before I was in trouble and to block someone from being able to make their payments is absurd. This is not right by any means then to be assured it was taken care of and to not only report me being late after NUMEROUS attempts to pay it before it would have been late and also tacking on a late fee is unjust and violates my rights as a consumer on so many levels. I will not step down when I have phone records and emails detailing my failed attempts to make my payment. I filed complaints with all 3 credit reporting agencies and they still disagree and refused to correct the reporting. I was only late because they would not allow me to make my payment! This is not right on any level!

Company response to consumer: Closed with explanation