Consumer complaint received 2020-03-28
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: PENNYMAC LOAN SERVICES, LLC. (VA)

PennyMac USA is responsible for servicing of my mortgage. As part of my {$1800.00} monthly payment, I pay {$440.00} into an escrow account for taxes and insurance. PennyMac USA failed to make the appropriate Real Estate Tax payment on time for the First Half XX/XX/XXXX Real Estate tax payment, due XX/XX/XXXX. I received a notification from the city on XX/XX/XXXX, and forwarded that to PennyMac for resolution. 

In total I was charged {$210.00} penalty and {$37.00} in interest ( total : {$250.00} ). 

I purchased my home in XX/XX/XXXX, originally financing with XXXX  XXXX XXXX XXXX I had refinanced my loan in the third quarter through XXXX XXXX, and servicing for the mortgage transferred to PennyMac approximately a month after closing. Because new construction has added complexity for initial tax payments, I proactively reached out to PennyMac to ensure all necessary payments were identified and satisfied. 

# 1 Message Sent to PennyMac on XX/XX/XXXX @ XXXX XXXX " Hello, My home is new construction in XX/XX/XXXX. Mid-year, while my property was still under a lien with XXXX XXXX XXXX, the City of XXXX sent a one-time tax bill for new construction. XXXX  XXXX XXXX paid this via escrow account taxes. This is because the assessed value of the property meant a tax bill of only ~ {$600.00}, the city didn't want to miss out on the ~ $ XXXX in taxes from the construction. 
I do not see this information captured on the upcoming escrow payments, and I reasonably expected that to be a bill due in XXXX. Is it possible for PennyMac to follow up with the City of XXXX and determine the correct amount for payment, to ensure any fees/issues are avoided? 
Thank you, -A '' # 2 Message Received from PennyMac on XX/XX/XXXX9 @ 6:48:47 PM " Hello A, As taxes are included in your escrow account, no action is required. PennyMac receives your tax bill information directly from your tax assessor and verifies the amount prior to payment and will disburse payments prior to the discount date. 
Thank you, XXXX " # 3 Message Sent to PennyMac on XX/XX/XXXX @ XXXX XXXX " No one has replied here in a week. Please advise. I am not willing to pay late fees as a result of the failure of PennyMac to  correctly pay city real estate taxes. Contact me immediately by phone at xxx-xxx-xxxx with proposed resolution. 
" # 4 Message Received from PennyMac on XX/XX/XXXX @ XXXX XXXX " Hello, There are two options to repay your escrow shortage. You can either pay the shortage in full or by making the new monthly payment shown on your monthly billing statement. If you elect to remove the shortage at a later time, please contact our Customer Service Department for the current total shortage amount, and to make payment arrangements.please contact our Customer Service Department directly at ( XXXX ) XXXX to request that we establish an escrow account and pay the upcoming bill ( s ) that is/are due. 

Thank You XXXX " In message # 1 above, I relay clearly that PennyMac must reach out to the city to ensure comprehensive tax payment information is received. In message # 2, PennyMac assures me that tax information is received and distributed correctly prior to the discount date. That should be sufficient assurance that I am not charged a late fee, particularly after I outlined the situation and scenario to the escrow professionals at PennyMac.

I received notification from The City of XXXX on XX/XX/XXXXabout this delinquent bill. I immediately relayed the information to PennyMac, who made the payment, including penalties, on XX/XX/XXXX. I have since contacted PennyMac three more times ( XX/XX/XXXX-email, XX/XX/XXXX - phone, XX/XX/XXXX-email ) and have received no additional clarity, support, or reassurance around the underlying concerns, or any confirmation that the penalty fees assessed to me will be refunded. PennyMac has further ignored multiple tweets requesting swift attention, as well as all requests to contact me by phone directly. In my phone conversation XX/XX/XXXX, I was told I would be followed up with the week of XX/XX/XXXX, which also did not happen.