Consumer complaint received 2021-01-25
Company: PENNYMAC LOAN SERVICES, LLC.
State: ME
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
Approximately XX/XX/XXXX, I began to refinance my VA home loan which I obtained in XXXX thru XXXX XXXX XXXX. They subsequently sold my loan to PennyMac. The refinance is through PennyMac since they offered me an incredible VA remortgage loan ; I believe it is called an XXXX. Over the course of the past 6-7 weeks, I received multiple " Closing Cost Detail '' sheets as well as numerous other documents. The rate I was quoted and locked in at on XX/XX/XXXX was 1.87 % 30 year fixed VA loan. Numerous mortgage companies called me, and all said that they had never heard of a legitimate ; loan rate so low. My concerns have to doc with several issues : 1. The costs due at closing changed very frequently ; no previous loans had such changes. I was initially told that I would only have to bring a small amount to closing - that amount has ranged from approximately {$1700.00} to as low as {$280.00}. I'm also concerned about the low interest rate ... ..I think it was made up on adding to the closing cost fees and points. 
2.The paperwork initially said that I could use my local title agency which cost less than PennyMac 's own Title company ; but when I went to do this ; I was told by my loan officer that I couldn't, that certain Title fees had to be done by their Title agency ( XXXX XXXX ) which is part of PennyMac. The services in question were the Title Closing Fee, the Title Protection Letter, the Lender 's Title Insurance, and the Title Search Fee. After being told this I acquiesced and went with their company since I " didn't have a choice '' with some of their Title work. The amounts on the very numerous " Closing Cost Detail '' and/or Closing Disclosure sheets changed frequently. On the XXXX statement an " Aggregate Adjustment '' in the amount of {$800.00} appeared. I asked what that credit was for and was never given an answer. 
3. I asked several times in XXXX before closing if I could borrow some equity as part of the loan in order to make my bathroom handicapped accessible. I was told that the VA does not allow this, despite reading information to the contrary. 
4. I asked numerous times why the closing costs changed so much ; they started off at only a few XXXX dollars and by the end, they were up to {$17000.00} on the XX/XX/XXXX statement. The Title costs on this statement were much more than my Title company would charge i.e. Title Closing Fee {$450.00}, Closing Protection Letter - {$25.00}, Lender 's Title Insurance - {$400.00}, and Title Search Fee - $ XXXX.All to go to their in house Title Company. 
5. I was charged an Origination Fee of {$3300.00} and a VA funding fee of {$1700.00}. I had just had my first VA loan thru XXXX XXXX XXXX in the fall of XXXX ; some documents that I read said that I would not have to pay one or both of these fees again for my XXXX  refinance. 
6. Finally, we were suppose to close on XX/XX/XXXX ; a notary was to come to my house since I am medically disabled.I did not know who that would be. I was home that day and since no one came by the afternoon, I called the number I found on an email for the traveling notary. She said it was too late to close on XX/XX/XXXX and that she would schedule me for XX/XX/XXXX at XXXX XXXX. I then received this email from my loan officer : Hello XXXX, " I attempted to call you but I was unable to reach you. We are attempting to have someone still come out to your home tonight to close on your loan. This is due in part to the fact that it appears that the appointment time was changed without prior consent. Unfortunately I am out of the office for the rest of the weekend as of XXXX EST. I will follow back up with you on Monday XX/XX/XXXX. 

Please let me know if you have any questions or concerns. 

Sincerely, XXXX XXXX Your m.a.c Team PennyMac Loan Services , LLC Corporate NMLS # XXXX Email : XXXX Phone : ( XXXX ) XXXX or ( XXXX ) XXXX MMT Support : M-F XXXX to XXXX EST Fax : ( XXXX ) XXXX '' I was home until XXXX. I did not change the appointment time myself ; the notary did. She is the one that suggested a new closing time of Monday XX/XX/XXXX at XXXX XXXX. 
I received the last " Closing Cost Details '' on XX/XX/XXXX. Initially, I was told that I wouldn't have to bring any cash. At one time I was told I would have to bring {$1700.00}, on this statement it its down to {$360.00} As I stated above, I am a medically XXXX vet, XXXX of widespread XXXX XXXX. I have had numerous loans and have never been bankrupt ; I have paid all of my monthly mortgage bills on time. I am confused by this loan, by the 6 points above and humbly ask for your help to know if the above points and the way that I have been treated is legitimate. I really need to have some equity as part of this loan for a XXXX bathroom. I will call Monday morning to discuss since closing may happen today. Many thanks for your time and help.XXXX

Company response to consumer: Closed with explanation