Consumer complaint received 2026-04-10 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: PENNYMAC LOAN SERVICES, LLC.
State: AR

Complaint narrative:
On XX/XX/XXXX my ex wife XXXX XXXX was supposed to be undergoing a loan assumption with my lender Penny Mac. This loan assumption was started by me giving permission to penny mac to allow her to assume the loan at a 2.49 % interest rate. During this time I was presented with some documents to sign, mainly a quitclaim deed and was told by my ex that this was part of the loan assumption and penny mac was needing this to take place before my name could be taken off the loan. After refusing to sign the document I called penny mac for clarification. All penny mac representatives told me was they could not discuss the assumption with me. I tried to explain that I could care less about her information I needed to get verification about the documents. Penny Mac was still adamant to not discuss anything about th assumption with me. I called the VA as I am the entitled Veteran on the loan and asked about the quit claim which they stated was part of the process at some point. The issue was that she had made her own quitclaim deed and by failing to co.municate with me by either validating her claim or granting me a complete knowledgeable understanding of this process Penny Mac created a perfect storm of fraud and ruining me financially. Because when the VA claimed this was a necessary document and taking the information penny mac gave me I was under the impression that I had signed my home rights away I had already been residing elsewhere as the assumption was talking place and I was already moving out. Little did I know that my ex wife had never even finished the assumption process or approved. Because of this She used the lack of knowledge that I had in real estate and my lenders unwillingness to communicate clearly as an advantage to threaten and coerce me into leaving the house altogether, and knowing way too late that she was not assuming the loan and my rights taken. Penny Mac refused to even lift a finger to help me navigate this issue. One they created by not providing clear communication to their customer, and the only person on the loan which is myself. I tried contacting the county registrar who confirmed that XXXX my ex was now the sole owner and that created a mental stress and situation that lasted two years. I had lost access to the equity of my home because the quit claim took the property rights I had. I tried talking to my realtor , county attorney. And penny mac. I tried researching with AI and XXXX as to any clues on what I could do. I could not afford an attorney as she created a situation where I was homeless and she constantly attacked me sabotaging my plans and keeping me at bay by alienating me from the financial umbrella I had created for our family. She also decided what and what not of my property I could keep. The biggest problem was that no one helped me in guiding me. No one offered anything that could support my claims of fraud, penny mac could supply me with documents of their communication and a statement stating she never was approved something that would have contradicted the stories she was telling others. She at one point even told penny mac she had been awarded the house during the divorce. A statement they took at face value and one they never once asked for supporting documentation. She also had people calling penny mac and impersonating me to then gain access to my account and change the recovery information so I could not even log into my own loan account. This situation was so dark I even tried to commit suicide on XX/XX/XXXX. I woke up on a XXXX in XXXX three days later. The stress was intense because no one would back me up. County attorney did not had sufficient evidence to prosecute but told me to hire a real estate attorney. Something I could not afford. Unable to gain access to my account for months because penny mac incapable reps from XXXX kept telling me the reason was because of a system upgrade and others were experiencing the same and give it a few more days and that went on and on and I became increasingly frustrated at my situation. Their own phone records and notes should be able to confirm this out of desperation sometime around XXXX to XXXX of XXXX I called their HR department and left a voicemail regarding this. I received a call from an agent in the United States and he was ready to help me but because I did not have my actual loan information told me he could not validate me. I refused to let him go I yelled and pleaded with him to not hang up I tried explaining all this and finally he talked with someone else and validated me changing my information. My ex had been paying the mortgage late even though she had turned the house into a rental and had mortgage money to make payments. Then she started falling behind on our auto loan as well that I was still on but had paid my vehicle and gotten my car off the loan by that point. Seeing that the mortgage and car now where going to be repossess and foreclosed I spoke with my ex and told her that if I took a forbearance she could pay off the car. Then take their renters two months and add her next payment and catch up something she never did. So now the house payments are late. This property closes on the XXXX as she is selling. There are numerous charges that keep getting incremental. They are these home inspections that get more and more expensive arbitrary. A needless charge ad i have talked with them and the inspecting office that the hone is being maintained by my step son who visits it almost every other day. The property has had improvements since purchased no deterioration. But they kept charging me even after following the instructions on the flyers they kept dropping and making the property look unkept. Something that made it even harder for her to show the property penny mac has done zero not one thing but created my situation to get worse and worse. It was XXXX XXXX XXXX XXXX the original originator of my loan who started giving me guidance and help. First thing was their deed had a mistake on it. As the home has been part of a trust someone erroneously placed under the property description the following - an undivided 1/4 interest in and followed by the description- this was a mistake she copied on her fraudulent quitclaim and one that two years later I was able to regain some bargaining chips after loosing my home and practically all of the property I owned and being defranchised from everything it came to light that because of this mistake she had really given me 1/4 of her half not taken my 1/2 but the losses incurred at the 2 years penny mac refused to even look into this could have avoided me from being financially ruined. It was XXXX XXXX and my titling / escrow company that stepped up to help me finally penny mac could care less of me their customer even after I told them of my allegations of fraud being committed. They created a substantial financial loss and continue to impose this with these fees they keep charging me for all sorts of inspections when the house is not being lived in but being visited every other day and maintained as it is under contract - she is getting the equity due to the fact that she offered me a small buy out which I took desperately being homeless at that time but had Penny mac even lifted a finger to offer anything other than frustration and inadequacy or spent their time helping their customers instead of falling under sec investigation for doing suspicious financial transactions .maybe I could have sold the house when. The market was in my favor but by not backing me up and by even more providing things like account recovery or deny my ex or anyone she has impersonating me from making changes to account and communicating directly or making payments without my consent they where one or if not the greatest contributing force to ruining me financially. I first would like to be reimbursed for their continuous home inspection charges they continue to increase arbitrary and also to be made to employ different procedures when a client tells them they were a victim of fraud on the property so no one else goes through this XXXX ever again I think they should be scrutinized and maybe my own records and communications with them be audited and if they have violated any regulatory terms they should be held accountable. Obviously their reps overseas don't care about assisting or helping anyone and that is something they should consider but I doubt as a whole penny mac even cares about their clients in the least. Yes my mortgage is late but for two years I did not even thought I owned the house let alone have the means of stability as my ex committed fraud to reject a veteran from his entitled home that he was able to get approved for by his hard world and duty while serving honorably in the armed forces. Instead they aided by negligence my ex wife in her greed and ruin if my life.

Company response to consumer: Closed with explanation