Consumer complaint received 2022-09-22
Company: PENNYMAC LOAN SERVICES, LLC.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Previous complaint XXXX Pennymac placed XXXX XX/XX/2022 mortgage payment towards principle. When I called Pennymac the first time, I was told I did not make my XXXX Mortgage payment. I then reviewed my XXXX Checking account ( Mortgage is setup via auto pay the XXXX of each month ) and verified the XXXX mortgage payment was posted and paid to PennyMac on XX/XX/2022. I then told this information to Pennymac and the account representative put me a hold to verify on the PennyMac end. The account representative then told me the XXXX payment was received and applied towards the principal and again request that I make my mortgage payment. The next day ( XX/XX/2022 ) I called PennyMac to verify the status of my Mortgage account and was told that XXXX Mortgage has not been paid. The representative ask me to pay {$50.00} for them to then submit a request to reverse the XX/XX/2022 payment from principle towards the XXXX Mortgage payment and they would waive the " late fee ''. I then explained to the representative that I have XXXX auto pay on the XXXX of each month and it was too late to change the XXXX Mortgage payment amount and I wanted to avoid going though this painful situation again. The representative told me to make a payment for {$100.00} which would be processed as {$50.00} towards XXXX Mortgage payment and {$50.00} towards XXXX Mortgage payment. I was then transfer to another employee to make the {$100.00} payment. When I was transferred the payment processing employee was rude. I again explained that the payment of {$100.00} was for XXXX and XXXX of {$50.00}. I was put on hold the representative agreed the payment would goes towards XXXX and XXXX. Later in the day ( XX/XX/2022 ) I received a call from a Pennymac employee regarding cfpb complaint XXXX. After an over 30 minute call with Pennymac, we did not agree as Pennymac is a debt collector also operating as a mortgage company. They don't value customer relationships as I have always paid my morgage on time they should have an exception process when payment history is stellar and they changed the Mortgage amount as appose to treating the customer without respect or trust. Finally, before ending the call, I again explained ( this is Pennymac person number 3 ) the situation regarding the XX/XX/2022 mortgage payment that auto pays the mortgage on the XXXX. The XXXX payment amount will be short by {$50.00} but the shortage was already paid to Pennymac earlier in the day. The Pennymac person told me he would personally make sure the XXXX payment would be applied to XXXX Mortgage payment with the already paid shortage amount of {$50.00}. Today, XX/XX/2022, I check my XXXX checking account and verified the XXXX Mortgage payment posted and paid out to Pennymac. I called Pennymac today to get XXXX mortgage payment status and was told, " the payment is applied to principle ''. After talking to 3 Pennymac employees about XXXX mortgage payment, Pennymac has again not properly applied my monthly mortgage payment. I do not trust Pennymac. There customer relationship is all centric towards debt collection. They should not be both a debt collection and mortgage company as practices are very different between the two. Pennymac must process my XX/XX/2022 mortgage payment immediately as they have the full payment from me today XX/XX/2022. This is terrible that I have to take so mush time out of my day to talk to Pennymac and file these complains. Nothing has been resolve, Pennymac treats you with no respect. They have representative that demand payment without proper investigation, they have representatives that have attitudes, they have representatives that tell you action they will take with no action. It is terrible to explain the same thing to 3 different representatives and reach agreement, only to NOT honor the agreed commitment.

Company response to consumer: Closed with non-monetary relief