Consumer complaint received 2022-12-16
Company: PENNYMAC LOAN SERVICES, LLC.
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX, I spoke with my VA loan Technician upon which he told me that the VA had allowed for up to 18 months of forbearance. At first, Pennymac refused to give me any other extension even after I mentioned the VA allowable 18 months. They were insistent on talking to the loan modification team or begin the foreclosure process while maintaining that they were well within their right. 

I relayed PennyMac 's response to my loan technician to which he stated he would remind them of the law. Upon sending in a copy of the memo to the mortgage company, PennyMAC, a 3-month extension was granted. This brought up the total months to 15 months. When I called to extend for my last 3 remaining months XX/XX/XXXX. They informed me that I did not qualify for another 3 months, I had mentioned the 18 months and they denied my request. XX/XX/XXXX, I called my Loan technician to ask for assistance and he sent them a notice asking for the 3 month forbearance extension as allowed by the VA. I called the company again XX/XX/XXXX asking if the loan technician had came in contact with them and they had spoken to their supervisors and again denied my extension and did not mention any talks about my VA loan technician. 


Pennymac continued to push for loan modification options. At one point, I spoke with Pennymac to inquire whether they had received my loan technician 's information to which no clear answer was given. What was given was a push to talk to a special department, I had declined because I did not want to get pressured into an option. Especially, since PennyMac was insistent that I accept loan modification or begin the foreclosure process in XX/XX/XXXX and because I wanted to receives PennyMac 's response to my Loan technician 's inquiry.

A PennyMac then implied that there would be consequences if I did not want to speak to the special department on that day XX/XX/XXXX or XXXX. After I declined to speak with the special team the PennyMac stating that I would wait for Pennymac to reply to my Loan technician 's inquiry. The PennMac rep then said, " are you telling me you are declining to speak to a team '' I asked for him to explain what he meant by declining to which he said stated he needed to record my denial/rejection, to which I stated are there penalties for not choosing to speak to their special department. I found this to be an intimidation tactic by Pennymac. 

I called my loan technician again asking for an update, to which he informed me that he had reached out, and would do so again on XX/XX/XXXX. On XX/XX/XXXX he called to inform me had in fact reached out to them and that if they did not want to honor the law to inform consumer finance. XX/XX/XXXX I called again stating that there might be a confusion but Pennymac insisted that they were within their right. 

XX/XX/XXXX my technician reached out to me to ask for an update after informing him of what occurred and he mentioned again the consumer complaint system. On XX/XX/XXXX, I called to inform Pennymac of the situation and again they insisted they were in the right and that I should not have received the 3 month extension after 12 months to begin with and that the 18 months was reserved for people who applied for forbearance in XXXX. I informed Pennymac that I would be reaching out to consumer finance to file a complaint since there continues to be pushback on what the VA has stated that is allowable.

Company response to consumer: Closed with non-monetary relief