Consumer complaint received 2018-05-06
Company: PENNYMAC LOAN SERVICES, LLC.
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I have an FHA mortgage loan and I am filing a complaint against PennyMac who is servicing my loan. Over the course of one plus year PennyMac has repeatedly denied me access to government homeowner assistance programs. They have refused to allow me to apply and have switched my assigned account manager several times and have told me that no one can assist me except my " account manager '' whom I am never able to reach. My hardship was temporary and I have been in a position to make my mortgage payment for some time but PennyMac won't consider any options and tried to schedule a foreclosure sale date. I have never had my current financial information reviewed for FHA homeowner assistance options such as loan modification, partial claim, special forbearance or repayment plan. Instead PennyMac has intentionally kicked me to the curb and denied me access to these programs they are required to consider me for. 

I bought my home in XX/XX/XXXX with an FHA loan through XXXX XXXX XXXX but before I could make my first payment the servicing was transferred to XXXX. I work for the XXXX XXXXXXXX XXXX ( been there for 14 years ) now as a XXXX after 9 years as a XXXX. My job and income are stable. I live in my home with my XXXX year old daughter and have a XXXX year old daughter who is currently away at school. In XX/XX/XXXX my daughter, who is " XXXX XXXX '' began having some major problems that required my full attention. I was unable to work for a period of time and had lots of out of pocket expenses associated with this situation, and this eventually led to me defaulting on my loan. I immediately contacted PennyMac upon default to discuss my situation and my hardship, and was assigned an account manager who was supposed to " help me. '' I began contacting my account manager to find out what I could do to apply for assistance, and was given the runaround. I continued to request assistance and when I could not reach the account manager would leave messages that were never returned. Soon my hardship was over and I was in a position to make my mortgage payment again. When I contacted my account manager to discuss I was told that I had been reassigned. Once again I could not make contact with the new account manager or get any type of information. When I tried to make a mortgage payment I was told that I needed to talk to the account manager and that they would not accept a single payment from me, only all of the missed payments. As I frantically continued to try and make contact I was ignored, and when I finally reached someone I was told that my account had been reassigned AGAIN! This shell game continued for several months, even though I was back working full time and had the financial means to afford a fair and reasonable payment. This problem could have been easily solved but PennyMac continually kicked the can down the road and I made absolutely no progress. Soon I was in foreclosure and I desperately continued to try and get a review initiated. When I finally made contact I was told that I should be reviewed, but that now it was too late because a foreclosure sale date was scheduled. Even though I had not been offered the option of mediation as required by the state of New Jersey, even though I had never ever been reviewed for any homeowner assistance programs PennyMac had the audacity to go forward and schedule a sale date.

I am beyond frustrated. This is and has always been an avoidable foreclosure. I am still facing a sale date of XX/XX/XXXX. I want your agency to investigate the actions of PennyMac relating to the servicing of my FHA mortgage loan.

Company response to consumer: Closed with explanation