Consumer complaint received 2020-09-17
Company: PENNYMAC LOAN SERVICES, LLC.
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Negligent dealings followed by retaliation and further dishonest practices. 

This complaint is in response to what I now feel as dishonest dealings and half truths by this company. Having fled prior complaints due to negligent practices of PennyMac, failure to communicate, and retaliatory dealings, I have found that this company is more focused on mitigation of their failures and to provide cover for themselves than fix or accurately address their failures. In their response to my complaint of XX/XX/XXXX, the author failed to address the main reason for the complaint, attempted to minimize their negligence, and failed to cover several important components with my dealings with PennyMac. She stated that on XX/XX/XXXX " an initial complex income review was completed '' and additionally a " second complex income review was complete '' after receipt of additional documentation. Neither one of these is true and the word " complex '' is closer to being dishonest than simply fluff. At no point prior to their review did anyone ask for any questions or look for an explanation of my business structures or anything else with the initial documents I had provided. In all the mortgages or refinances I have done, I have never not had someone look into or ask for some clarification. Once I eventually spoke with XXXX, it did not take long to find out that they had double counted one of my mortgages and double counted my auto payments. Additionally they failed to understand or address a one-time transfer between my account. Either of these reviews were far from " complex ''. Also to note, I was not aware that they were completing reviews at the time. Again, I have never had someone not ask any questions and expect for someone to simply neglect a file in such manner. To use the word " complex '' ( twice explicitly! ) shows that they look at this as a joke and where there is any regulatory of this industry, see it as nominal. 

I am glad that it was at least acknowledged that two emails and a phone call to Mr. XXXX were not returned. In an industry that is so critical to an individual ( along with the nation 's ) financial well-being, timing and responsiveness is utterly important. I think most would find that their failure to respond to three contact attempts during a loan application is negligent and certainly detrimental, however Mrs. XXXX failed to mention the other attempts I made to finally receive a call back from XXXX. After Mr. XXXX failed to respond to my first 3 contact attempts, I called the main number and was to an XXXX who happened to be in the same department at MrXXXX XXXX. During a brief and apologetic convesation with him, he provided me his direct number along with the manager, XXXX XXXX, and additionally sent ( or told me he was sending ) an email to both Mr. XXXX and Mr. XXXX to call me an address my concerns. As what I have seen as being typical ( or just the characteristic ) of this company, I never heard from anyone. The following day I called XXXX directly and left him a voicemail. After another day of not hearing back, I called Mr. XXXX and left him a voicemail. Toward the end of the day is when I finally heard back from Mr. XXXX. So instead of the three attempts ( already negligent on their own ) that  Mrs. XXXX, it took a total of six ( 6 ) attempts over a week to finally receive a response. Again this is when I had an open application, or at least thought I did ... Their failures cost me critical time that did cost me a fair change at the property of my first choice. I'm happy to address that in more detail and dealing with other lenders after this experience with PennyMac - all others highly complementary by the way which I would be happy to report my positive experiences if such a forum exists.

Company response to consumer: Closed with explanation