Consumer complaint received 2016-04-13
Company: PENNYMAC LOAN SERVICES, LLC.
State: OR
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Penny Mac XXXX/XXXX/XXXX - Initial modification application submitted on XXXX/XXXX/XXXX XXXX/XXXX/XXXX - Document request received XXXX/XXXX/XXXX - Documents submitted via fax XXXX/XXXX/XXXX - Called PennyMac to follow up on file - left voicemail with SPOC XXXX XXXX XXXX/XXXX/XXXX - Called PennyMac to follow up on file - SPOC not available so I routed to another agent. No TPA on file. SPOC not available. Agent, XXXX, put in an escalation ticket since no call back from SPOC and TPA was not imaged in the system. 
XXXX/XXXX/XXXX - Called PennyMac to follow up on file - SPOC not available so I routed to another agent. Spoke with XXXX who stated XXXX was still not on file. I asked for a supervisor and was connected with XXXX. Was told the TPA was submitted to the wrong number and that they discarded the TPA and we would need to resubmit. I faxed TPA to number given by supervisor. 
XXXX/XXXX/XXXX - Servicer called and spoke to XXXX. They told her that XXXX 's signature does not match what they have on file so we will need to resubmit. 
XXXX/XXXX/XXXX - Resubmitted TPA via fax. I also emailed to SPOC/underwriter assigned XXXX XXXX. 
XXXX/XXXX/XXXX - Document request received XXXX/XXXX/XXXX - Faxed in XXXX page document request to servicer XXXX/XXXX/XXXX -- Called PennyMac to follow up on file - XXXX XXXX did not answer so I left a voicemail with all my info XXXX/XXXX/XXXX -- Called PennyMac to follow up on file - XXXX XXXX did not answer so I routed to XXXX to get an update. He found the TPA. He stated all items were in at that time. 
XXXX/XXXX/XXXX -- Called PennyMac to follow up on file - XXXX XXXX did not answer so I routed to XXXX to get an update. I was told that the application was denied and that XXXX would receive a call tomorrow to go over the denial. I spoke with XXXX XXXX who stated that they were offering a repayment plan. He stated the SPOC was XXXX XXXX and that XXXX would call me since a repayment plan is not affordable. 
XXXX/XXXX/XXXX -- Called PennyMac to follow up on file - XXXX XXXX was not in yet. Call was disconnected. XXXX/XXXX/XXXX -- Called PennyMac to follow up on file - XXXX XXXX stated that XXXX 's income was calculated at over {$7000.00} per month. I told him that was incorrect and we went over her actual income which was around {$3400.00} gross. He asked for updated financials to do a secondary review. These were sent to him via email. 
XXXX/XXXX/XXXX - Additional supporting financial statements were submitted to XXXX via email XXXX/XXXX/XXXX -- Called PennyMac to follow up on file - XXXX XXXX stated that he sent these to the underwriter however she has not reviewed these yet. He is going to send another email including the underwriter 's manager to push the review. 
XXXX/XXXX/XXXX -- Called PennyMac to follow up on file - XXXX XXXX stated that he emailed the rep about the secondary review request. XXXX XXXX is set to review the file.XX/XX/XXXX -- Called XXXX XXXX and left a voicemail asking to touch base on the review. I also gave XXXX 's new phone number and asked her to call her as well. 
XXXX/XXXX/XXXX -- Called PennyMac to follow up on file - XXXX XXXX did not answer. I called and back and was unable to reach XXXX XXXX. I routed to XXXX. She said that the file is under review with XXXX. She also stated that the second look mod department is not picking up the file for review. She told me that XXXX sent emails asking for the review on XXXX, XXXX and XXXX without any response. I asked for XXXX 's supervisor. His supervisor, XXXX, was not in however I left a voicemail asking for a call back ASAP.XX/XX/XXXX -- Called PennyMac to follow up on file - XXXX XXXX did not answer. I have filed loan modification for the 4th time as of XXXX/XXXX/XXXX still have not received an answer for loan modification. This is an XXXX loan.

Company response to consumer: Closed with explanation