Consumer complaint received 2018-02-06
Company: PENNYMAC LOAN SERVICES, LLC.
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
The falling describes the problem with trying to keep my home. 
First thing to note is that my father was a non-occupying co-signer. He has never lived nor paid on the property in question. He signed a quit claim deed, which XXXX XXXX XXXX stated would take the place of needing his information and signing of loan modification documents. And was their suggestion at an early time since he has not and will not contribute satisfying the mortgage. 
Second thing to note, this mortgage was one in a class settlement between XXXX  XXXX XXXX and the U.S. Department of Justice in XX/XX/XXXX. In XX/XX/XXXX, XXXX XXXX XXXX was required to forgive almost {$30000.00} in a settlement agreement with the U.S. Department of Justice. Currently there is equity in my home over the balance of the mortgage, which is why I believe that my home is a target for XXXX  XXXX XXXX and PennyMac to acquire. 
Timeline : XX/XX/XXXX/XX/XX/XXXX - I experienced hardships due to divorce ( my ex-wife was on the deed not the mortgage. She signed a quit claim deed during the divorce. ), also custody battles and layoff in XX/XX/XXXX.

XX/XX/XXXX I applied for a loan modification with Bank XXXX XXXX. I was approved with only my income information from my new job. XXXX  XXXX XXXX did not require my father/co-signers income and information with the quit claim deed he signed. 
XX/XX/XXXX The loan modification was approved. Documents were mailed to the address of property for me to sign and start the trial payments. However, I was working in XXXX, OH at the time. By the time I received the documents it was mid XX/XX/XXXX. The first trial payment was to be made by XX/XX/XXXX. 
XX/XX/XXXX I called Bank XXXX XXXX to make the first trial payment. Confirmation number XXXX in the amount of {$1000.00} XX/XX/XXXX while still in XXXX working ( not able to check mail at home ) I noticed the payment was still not withdrawn from my checking account. I called XXXX XXXX XXXX to ask if there was an issue. The CSR informed me that the payment did not go through because I had given them the wrong checking account number. And now I was denied the modification. I told them there was no way I gave them the wrong account number. I gave them the same one I gave the CSR on XX/XX/XXXX. They informed me the checking account number they was one digit wrong. 
XX/XX/XXXX XXXX XXXX XXXX called and informed me that they pulled the recording of the phone call on XX/XX/XXXX and that I did give them the correct account number. HOWEVER, their CSR person that took the payment entered it one digit wrong when typing it in. I was assured they would correct the issue and reinstate the same modification. Also to proceed with making a payment while on the phone with them. So I did. 
XX/XX/XXXX I called XXXX XXXX XXXX and asked if they had corrected their mistake. They informed me that the modification was still denied do to not making a trial payment. However they were still working on correcting the issue and reinstating the loan modification. Also, while on the phone, I should make another payment. So I did. 
XX/XX/XXXX I called to see if the loan modification had been reinstated, I was told no it was not because the trial payment was not made. I said yes it has, I have made two payments now. They said they were still working on reinstating it. I was told to make another payment. I said, no, that they had taken two payments in less than 30 days and not correct the mistake they made. At that point they told me I needed to enter an appeal of the denial of the loan modification. So I did. It took a month almost before I heard anything. 
XX/XX/XXXX They called me and asked me to make another trial payment. However I had not received anything in writing stating they had approved the appeal or corrected the mistake. They notified me via mail that the servicing of my loan was being sold to PennyMac. And that I needed to contact them. 
XX/XX/XXXX I contacted PennyMac as instructed. I was told by PennyMac that they did not have any info on the above matter with XXXX XXXX XXXX, which I explained to them. And that I would have to start a new loan modification package with them, PennyMac. 
XX/XX/XXXX PennyMac informed that they require my father/cosigners information on the loan modification even though he had filled a quit claim deed that XXXX  XXXX XXXX had accepted in lieu of his application. PennyMac said it was changes to the FHA guidelines. 
XX/XX/XXXX XX/XX/XXXX We went back and forth about my father/cosigners information being required on the loan modification. I found out from a HUD counselor that what Penny Mac said was not true. I went back to PennyMac. At that time they decided to tell me that it was the lender that owns the note that requires it. Which is still XXXX XXXX XXXX by the way, who had accepted the quit claim deed in lieu of him being on the loan modification application. 
XX/XX/XXXX I learned of a program that the state of NC offers to help with homes, up to {$36000.00}. The same HUD approved counselor with XXXX in XXXX worked with me to apply for this program. They also accepted my fathers quit claim deed in place of him being on the mortgage assistance application. 
XX/XX/XXXX I was approved for the state program. However the reinstatement amount that came in was {$10000.00} higher than expected. And {$6000.00} over the {$36000.00} the state was offering. I also noticed that in the reinstatement letter sent to the state program, that the payments I made to XXXX XXXX   XXXX in XX/XX/XXXX were not applied. 
XX/XX/XXXX I called PennyMac requested that a three year payment history be made available on-line in my PennyMac account or that they send me one so I can show them that the payments are missing and I have proof of those payments. 
XX/XX/XXXX to present I have continued to ask for a three payment history and ask that they work with me to reinstate the loan. They still have not provided a payment history for three years. PennyMac refuses to look into the missing payments on the account. PennyMac uses autodial to call me but no one ever picks up when they call. When I call there is always thirty minute to hour hold. Now, Im facing foreclosure hearings to set a sell date. The next hearing is XX/XX/XXXX in XXXX County Court, NC with the County Clerk of Court. 
In my last phone call with PennyMac I was on hold for 45 minutes before getting to speak to someone. The representative on the phone from XXXX XXXX told me he could see or do much on my account because there is an error, some kind of title dispute and was told that I had spoke to a XXXX XXXX in their litigation department. I informed the rep that I had not talked to XXXX XXXX. He continue to explain that he is not able to see much and can not look into doing anything with the account because it is locked. He emailed and sent notification for this XXXX XXXX to call me. I still have not received any such phone call.

Company response to consumer: Closed with explanation