Consumer complaint received 2022-08-02
Company: PENNYMAC LOAN SERVICES, LLC.
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I am writing to formally complain about an issue with members of the PennyMac Collections department and Modification Center. I contacted PennyMac customer service in XX/XX/XXXX to request a forbearance on my home loan. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I was out of work from XX/XX/XXXX through XX/XX/XXXX during the pandemic. I was granted a forbearance on the account. At the time, they told me that a negative report would not be sent to the credit bureaus. I am now in the process of selling my current home and purchasing a new home and discovered that PennyMac had indeed reported me late on my mortgage for over 90 days for the month of XX/XX/XXXX and XX/XX/XXXX. 

I contacted customer service last week and spoke with a young lady by the name of XXXX. She looked at my credit account and informed me that PennyMac had not reported me late on my mortgage. She told me to fax the documents to PennyMac so that they could see where it was reported late and they would fix the problem. 
This situation has put me in a precarious position. I was granted a Forbearance and was not told that if it wasnt XXXX  related I would receive negative reporting on my credit. 

I contacted PennyMac on today, XX/XX/XXXX and was informed by XXXX in the Collections Department that PennyMac would not be fixing the error. I was on the phone with XXXX for close to XXXX hour. XXXX then informed me that he was notified by someone that I was not out on XXXX and they will not be changing anything on the credit reporting. I tried to get the names of everyone he spoke with and he refused. I also asked for his last name and was refused that also. 

When I applied for Forbearance during the XXXX pandemic none of your account managers mentioned any other requirements to me regarding why I was having a hardship. I am very displeased with this process. During the forbearance period I pulled money from my XXXXXXXX XXXX  and paid {$5000.00} to PennyMac in an effort catch up on some of the payments. Although I was told not to make any payments during the Forbearance period. I acted in good faith. In good faith I applied for the Forbearance program during the pandemic The PennyMac employees that I spoke with regarding this matter were rude, argumentative and disrespectful. I tried to explain during several telephone calls that I was never given any information on negative credit reporting. In fact, I was told that my account would remain in good status. 

I was refused a supervisor each time I requested to speak with one. XXXX told me that the notes were right there in the system and that there was no need for me to speak with a supervisor. He said that I had been told this on several occasions and he would not transfer me to anyone. 

As a XXXXXXXX XXXX, I have been with PennyMac since XX/XX/XXXX and have never been late on my mortgage. I was so pleased with this company that I reached out to them again when I purchased my third home. 

In this how PennyMac treats its military veterans customers? I request immediate correction to my credit report. Your company made the error in not keeping your word to me the client. I am a XXXX XXXX Veteran and XXXX XXXX  who has trusted your company to provide the best client care possible and I have not received that.

Company response to consumer: Closed with non-monetary relief