Consumer complaint received 2018-03-28
Company: PENNYMAC LOAN SERVICES, LLC.
State: AZ
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Before I begin I want to say that I spoke with XXXX in one of the CFPB offices yesterday and he gave me some suggestions on how to proceed with my complaints. Thank you XXXX. 

My complaint now begins. 

I purchased my home in XX/XX/XXXX and have made on-time payments automatically through my bank since that time. The home was financed by a lender who shortly after sold my note to XXXX XXXX. XXXX haunted me for about nine years until I finally refinanced the home in late XX/XX/XXXXbecause XXXX would not refinance my house as they liked the fact I was paying well over 6.25 % interest. The house was refinanced with XXXX XXXX XXXX XXXX in XX/XX/XXXX. Shortly after I was notified that PennyMac was taking over the loan. I was informed the payments would remain the same so I had no problems with the transfer. However after almost a year to the day I was called by a very rude, unprofessional and very unfriendly PennyMac representative who told me to start making my payments with an additional {$170.00} or so a month due to my flood insurance premiums being increased. I told her I have no notices or information of that kind of increase and that I would not pay any addtional monies until someone from management called me and explained what was going on. This person then began a rant about how it was my responsibility and that I had better make the addtional payments. I told her again to have management contact me and we would discuss it. I then hung up the phone. 

I never heard from PennyMac management, however I did check with my insurance company and my flood insurance went down over {$200.00}. This representative lied to me from the very beginning. My taxes have gone up slightly, however not very much. And definitely not enough to cause my mortgage payment to go up almost {$200.00} a month. I have continued to receive robot telephone calls from PennyMac since this all began, and even the attempts I have made to contact PennyMac had been unsuccessful as I was always put on long hold times. I work for a living and dont have time to wait around for almost an hour everytime I try to speak with someone about this situation. 

After so many failed attempts, over twenty since the very first call, I finally called PennyMac on a Saturday back on XX/XX/XXXX. The representative was friendly and once I explained the situation, we had been on the phone for over an hour. He said he would contact management to have them call me, however that call never came. I waited for a month before I made the next attempt to speak with someone in PennyMac management. I spoke with a manager for just short of three hours explaining the problems with the disrespectful representative, the on-going robot calls numerous times a day, and about the issues with the payment increase. 

After a lot of questioning and trying to get to the actual reason why they were trying to get an extra almost {$200.00} from me each month, he finally stated that it seemed the previous lender had shorted PennyMac with the refinance and that they were making me pay the shortage. I told him that was not my problem. In fact before he made that statement I had told him I was willing to pay half of the increase, but not the entire amount because my insurance and taxes had not gone up as I was told. However when he stated the issue was likely caused by a shortage calculation or worse by the previous lender I told him I was not paying the increase. This was on a Wednesday. I told him I would get as much information about the previous lender, XXXX XXXX XXXX XXXX, and we could take it from there. He promised to call me back the following Monday afternoon, however that call never came either. 

Prior to the two calls to PennyMac in XX/XX/XXXXand XX/XX/XXXX, I had sent emails, made numerous telephone calls, and even sent several messages via the PennyMac website, however not a single response or reply from PennyMac has been received. I have sent several messages to different departments at PennyMac via their website and still no response from PennyMac. 

I continue to make my mortgage payments twice a month as I have for the past several years. I continue to receive automated robot calls from PennyMac, however I will no longer attempt to call them because I am always put on-hold, and I will no longer call them on weekends. PennyMac has ignored every attempt I have made to try and resolve this issue and they continue to ignore me. I have even mentioned in the various messages that I would be contacting various federal government entities about this issue if a manager does not contact me. They continue to ignore me so I am keeping my promise. 

I am filing a complaint against PennyMac as well as XXXX XXXX XXXX XXXX. I feel that they may have made some incorrect calculations concerning my refinance with PennyMac. However if that is not the case then PennyMac needs to figure out what the problem is because I am not going to be held responsible for their mistakes. If however the cause is in fact due to increased taxes or insurance, then I will work that issue out with PennyMac to resolve that issue. 

I want to thank the Consumer Financial Protection Bureau for assisting me with this issue. I hope that in doing so PennyMac corporate management will finally make an effort to contact me. I thank you for your time and understanding. 


Thank you

Company response to consumer: Closed with explanation