Consumer complaint received 2026-02-12 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: PENNYMAC LOAN SERVICES, LLC.
State: NJ

Complaint narrative:
On XX/XX/year>, I submitted my monthly mortgage payment of {$5200.00} through XXXX online portal. The portal immediately displayed the payment as received and showed my account as current. For the next two to three weeks, the portal continued to show XXXX as paid. I received no notification of any problem. 

It was not until approximately XX/XX/year>, that I learned the payment had never actually been processed. XXXX system had delayed presenting the XXXX withdrawal to my bank for approximately XXXX to XXXX weeks after I submitted payment. By the time the XXXX was finally presented, the funds were no longer available in that account, and the payment was returned for insufficient funds. I submitted payment on time. PennyMacs system failed to process it for weeks, while their portal told me it was paid. 

The moment I discovered the issue on approximately XX/XX/XXXX, I immediately resubmitted payment to bring XXXX current. That second payment attempt was drafted incorrectly by PennyMacs system and was also returned. I then submitted a third payment on XX/XX/year>, for XXXX installment only, from an account with sufficient funds. This payment has cleared. XXXX is now paid after nearly a month of attempting to pay a bill I originally submitted on XX/XX/XXXX. 

Despite the fact that I submitted payment on XX/XX/XXXX and PennyMacs own portal confirmed it as received, XXXX has reported my account as 3059 days delinquent to all credit bureaus. When I disputed this, their representative ( XXXX ) responded on XX/XX/year>, stating they are required to report accurate information and can not remove the late payment reporting. 

I believe this reporting is inaccurate. The delinquency was not caused by a failure to pay on my part. It was caused by PennyMacs system delaying the ACH withdrawal for two to three weeks after my submission, combined with a portal that displayed false payment status throughout that period. I had no way of knowing the payment had not been processed. The portal the tool provided to me to verify my payment status showed it was paid.

This is not an isolated portal issue. As of the date of this complaint, PennyMacs portal continues to display inaccurate payment information, showing payments as received and applied that were actually returned by my bank. PennyMacs representative also confirmed in writing that payments were applied that had in fact been returned meaning even PennyMacs own staff can not determine accurate payment status from their own system. 

I acted in good faith throughout. I submitted payment on time. I corrected the issue immediately upon discovering it. PennyMacs delayed processing and misleading portal caused the late payment, and I am now bearing the credit consequences for their system failure.

- I am unable to successfully use the file upload below, so I can not include documentation of my conversation with the company or a screenshot showing my account states it is paid through XX/XX/year>, which is inaccurate.

Company response to consumer: Closed with non-monetary relief