Consumer complaint received 2016-01-25
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: PENNYMAC LOAN SERVICES, LLC. (CT)

In XXXX of XXXX, my original mortgage company who had always been very understanding and helpful with me sold my mortgage to Pennymac. 

Pennymac changed my due date to the beginning of the month and I just could n't pay it. I called and ask them to change it to the end of the month and they said everyone 's mortgage is due at the first of the month and they do n't change due dates. So yes I will admit, I have racked up a good amount of late fees, but I had every intention of paying that off when I got my XXXX tax refund. I ca n't give them what I do n't have and they are completely ignorant to that fact. I have never missed a payment, I work so hard to stay afloat and they do n't even look at that and give me any slack. I have ask them for a hardship reduction and they said I did n't qualify for one. 
I do n't know how owing {$600.00} more a month in bills then what I make does n't qualify for a hardship reduction, but they told me it does n't. Also if I wanted to be considered for a short sale, I would have to be late on payments and ruin my bad credit even more. 

My house has been on the market for 3 or 4 months, I am selling it for cost. I am walking away with nothing but bad credit and debt. 

Then I find out my credit dropped even more because of PennyMac and I would n't even be able to get an apartment. 

PennyMac took my XXXX XXXX mortgage payment of {$1600.00} and applied it to late fees and then put the rest in escrow. Then they reported my mortgage as being 30 days late causing my credit score to drop XXXX points. When I called them on XXXX XXXX, XXXX, the rep I spoke to acknowledged what they did, apologized and said she would fix everything including reporting to the credit bureau that I was never 30 days late. All she said was I owed {$180.00} in late fees which I paid on the spot. I could hear her boss in the backroom agreeing with everything she was saying to me. I thought they were actually acknowledging my efforts and had waive all the other late fees.The next day XXXX XXXX I paid my XXXX payment of {$1600.00}. That afternoon I started receiving calls that my mortgage was late and I called them back every time. They called on the XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and now today the XXXX. Every call was 40 plus minutes long stating everything that was taking care of on the XXXX XXXX call. Everyday but today they have said oh ok, we will make a note of this and it will be fixed. With the exception of today, today the rep tells me, that the conversation never happened on the XXXX even thought I asked her several times to review the recording tapes and she said that I still owe {$1300.00} for XXXX payment. 
Obviously no one there knows what they are doing and as the customer I am getting the raw end of the deal. 

It seems no one there is actually making any notation in my account, causing me to have to repeat everything back to them everyday I speak to them as if I ever spoke to them before. That is ridiculous. 
Also on a side note, I believe that they actually do n't keep records, I get letters all the time saying I need to actually reach out and speak to them about my difficulties paying instead of ignoring them. I speak to this company all the time. I wonder who is ignoring who! 

The women I am speaking too now is telling me I am wrong about everything and I owe an additional {$1300.00} before all this will be fixed. So now the payment I made for {$1600.00} for my XXXX payment was again applied to late fees. 

My bank account has {$15.00} in it, so I ca n't pay {$1300.00} in late fees. 

This company obviously does not know what they are doing and should not be handling my mortgage. 
What makes me the most angry is they are acting like the conversation I had with them on the XXXX never happened. The women who promise to remove all the fees if I paid the {$180.00} also said she would report to the credit companies that I was not la