Consumer complaint received 2020-02-18
Company: PENNYMAC LOAN SERVICES, LLC.
State: AL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My complaint relates to my refinance on my property at XXXX XXXX XXXX, XXXX XXXX AL XXXX. I completed an application on or about XX/XX/2019 with XXXX XXXX, my loan officer. 
My compliant is with the supervisor XXXX XXXX and XXXX XXXX Home Loan Specialist. I contacted the MAC team to see how my refinance was moving alone. During a previous conversation with Mr. XXXX, he requested forms I had recently submitted to Mr. XXXX. I was concerned that the refinance wasn't moving forward so I started calling weekly for a status update. I contacted Mr. XXXX because I received an email about paperwork, that I had already submitted. I contacted Mr. XXXX and told him I would resubmit all of my documentation and the conversation ended. When I called back because I had additional questions, the customer service person stated to me that I had requested to cancel my refinance. I told the person that was not truth and the person stated Mr. XXXX put in the notes " I said I no longer wanted to complete the refinance ''. I explain to that person that was not true and could they put me through to Mr. XXXX. The individual stated that they attempted to reach him and could not get hold of Mr. XXXX and would send him an email to contact me. That was the last time I spoke with Mr. XXXX via phone call. After about two weeks had passed, I contacted Mr. XXXX and was not successful but I left a message for him to contact me as well. It was not until the following week that I reached out again and was successful in speaking with Mr. XXXX, Mr. XXXX supervisor. I explained to him that I was frustrated with the process, that Mr. XXXX would not contact me back, my retirement paperwork showing my reserves had to be submitted three times the last time an email request was sent on XX/XX/2019, I sent the paperwork again, and an appraisal team continue to call me stating I need a new appraisal after I recently had an appraisal completed with Mr. XXXX that was still valid. The appraisal contacted me on XX/XX/2019 at XXXX XXXX. I was told by Ms. XXXX on XX/XX/2019 that they had been trying to reach the appraisal team but had not been successful, but they would continue reaching out due to the holiday and the vendor being third party. I received a phone call on XX/XX/2019 from the appraisal team stating he was supposed to do an appraisal. I ask the appraisal who did he speak with and it was Mr. XXXX who had been removed off my refinance team. Again, I do not trust Mr. XXXX, nor do I have any confidence that he was ever looking out for my best interest. I am not sure what this young mans problem is with me, but I am disturbed at how far he has gone to possible sabotage my refinance. 
After requesting that Mr. XXXX be removed, because of my lack of confidence in this young man, I contacted the MAC team the following week to check the status of my refinance. Only to my surprise that Mr. XXXX was still working on my refinance team again. This entire situation is extremely frustrating to say the least. Somehow on my application was flagged, and I received an email on XX/XX/2019, implying that I had foreclosed on a property I previously had in Missouri. When completing the refinance paperwork with Mr. XXXX, he asked me a set of questions, and one of  the questions was regarding if I ever had a foreclosure. My answer was No. I never had a foreclosure and somehow it was checked on my application that I did foreclose on a property in Missouri. Mr. XXXX stated that he will address the issue and kept Mr. XXXX on the team a huge mistake as far as I was concerned due to my feelings about Mr. XXXX. I contacted The MAC team it was verified, I did not have a foreclosure. 
On XX/XX/2019, I received a third request from Mr. XXXX to have an appraisal completed or requesting that I withdraw from the refinance process. On that same date I emailed Mr. XXXX a copy of the property condition report that Mr. XXXX stated was still valid and could be transferred to this loan. I never heard back from Mr. XXXX after requesting that he review the information on the appraisal however, the appraisal keeps attempting to do another appraisal on my property and Ms. XXXX has been unsuccessful with getting in contact with this gentleman from XXXX XXXX. The gentleman stated he had to get my correct number from Penny MAC, that was not the truth, I told him via text on XX/XX/2019 that the appraisal was complete already. I had an appraisal completed in XX/XX/2019, by XXXX XXXX with XXXX XXXX. 
My rate locked expired the first week of XXXX and I was told by Mr , XXXX, that he would have to pay for the rate lock until Penny Mac could get my loan closed. Around the third week of XXXX I get an email saying after months of working we me that my loan to value was 45 % and they could not do my refinance. Penny Mac new what my loan to value was sine XX/XX/2019 when they had my credit checked twice, had me paying for an appraisal and no peace for months with endless calls going back and forth. I believe I have been discriminated on the basis of race. During the application process, Penny Mac ask did I want to identify my race and I did as an XXXX American women.

Company response to consumer: Closed with explanation