Consumer complaint received 2021-03-08
Company: PENNYMAC LOAN SERVICES, LLC.
State: LA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I went to check on my property at XXXX XXXX XXXX for no particular reason other than I had not received any calls inquiring about renting the property. 
I have been paying the mortgage, keeping up the property and had been trying to decide whether or not to move back in at the time. ( no payments were over 30 days past due ) Upon arrival I noticed a Large party barge in my drive way, obstructing me from even getting near the home. once I did get up to the house, I immediately noticed that my front door was completely wide open to the outside. 
There was a lockbox attached to a new doorknob and both were locked however the door lock had not been engaged and although the mechanism was locked the door was open. 
Upon entering I saw that my original hardwood floors had obviously been affected as they had gaps, were filthy and did not look as they did the last time I had been in the house. 
When I had last been in the home, I had a cleaning CREW go from top to bottom to ready the home for rental and then I personally closed and locked the house. 
What I saw before me was terrible. All of the kitchen cabinets stood open and looked askew / wobbly and covered in dust residue. 
The same for the wood blinds in the front living room where the door was open. everything was now covered in mold. 
Additionally the BACK door was open AS WELL and the carpet was moldy and covered in leaves, spider webs, insects. 
The entire front part of my home is top to bottom covered in filth residue and insect matter. There is obvious weather and water damage. 
I Do not know the exact date of the last day I went into the home prior to when XXXX  knocked my doors down, damaging both door frames irreparably and then left my house UNSECURED. 
It must have been XXXX of XXXX. 
How could this be that I have a vacant house and I am not just going over there every week to check on it? Well as I have mentioned to you I am a single mother. 
I have a full time job and am raising my 2 sons alone. My oldest son has XXXX XXXX XXXX  XXXX and much of my time is spent devoted to him. 
Never in my wildest imagination would I have dreamt that anyone could have legally done what your company did to me and not only get away with it but CHARGE ME FOR IT. 

The literal moment that I discovered this damage to my property at XXXX XXXX and subsequently found the XXXX XXXX  / PENNYMAC Mortgage sign in sheet on the countertop, I contacted both companies. 
I was met with an answering services and the run around with no one being able to explain why my home had been broken into. 
I did report the issue the day I discovered it both to you and to Penny Mac. 
Next I was told that I had to get independent contractors to the home to bid on the repairs. 
This also is no easy task as I have to WORK ALL DAY. But I did manage to get this done. I asked several times for your company to send their own people over to bid it but was met with many excuses. 

It amazes me that you and I have the name of your employee who signed in and we both know that had it not been for XXXX no damage would have occurred to my home. 
Not only are BOTH door frames damaged with the exact same sort of damage but also this person was so reckless and careless that he did not take the time needed to ensure that my HOUSE was locked and the probable first wind that came blew both doors open! 
Both Pennymac Mortgage and XXXX properties have decided that they will not repair the destruction to my property- the ONLY thing I own of any value. 
Additionally pennymac has applied thousands of dollars of my mortgage payments to XXXX  payments and deemed me " late '' when in reality I was paying on time which has wrecked my credit. 
THIS SHOULD BE CRIMINAL

Company response to consumer: Closed with explanation