Consumer complaint received 2025-04-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: PENNYMAC LOAN SERVICES, LLC.
State: FL

Complaint narrative:
Two Issues : Issue XXXX : XX/XX/XXXX - XXXX updated my bank information ( the account by which pennymac withdraws my monthly payment ) On Pennymacusa.com ( The PennyMac customer portal ). I updated to a new bank and the portal showed that the bank information showed that it had been updated on my screen. 
XX/XX/XXXX - payment was withdrawn from the OLD account ( which I had closed and this was the reason I had updated my Pennymac portal with NEW bank account and routing )! 
XX/XX/XXXX - payment was reversed by PennyMac XX/XX/XXXX - Late Charges of XXXX accessed XX/XX/XXXX Payment {$2400.00} XXXX {$1700.00} XX/XX/XXXX Non Sufficient Funds ( {$25.00} ) I was not aware of any issues regarding my account until XX/XX/XXXX when I logged in to my account. Penny Mac had called me a week earlier but they are constantly calling with promotions for a HELOC so I assumed that was the issue. I immediately called PennyMac when I learned of the issue. I explained to the agent on the phone that i HAD INDEED updated my bank information online to reflect a DIFFERENT BANK ACCOUNT and explained how I had deleted the old account. I explained to her that my screen showed all was UPDATED once i hit submit. She said she would add that to the notes in my file and work on correcting the issue. 
XX/XX/XXXX - PennyMac Reports a late payment to the Credit Bureaus Issue 2 : XX/XX/XXXX - XXXX updated my bank information to another NEW account ( the account by which pennymac withdraws my monthly payment ) On Pennymacusa.com ( The PennyMac customer portal ). I updated to a new bank and the portal showed that the bank information showed that it had been updated on my screen. 
XXXX payment was withdrawn from the OLD account ( which I had closed and this was the reason I had updated my Pennymac portal with NEW bank account and routing )! 
XX/XX/XXXX - payment was reversed by PennyMac XX/XX/XXXX - Late Charges of XXXX accessed XX/XX/XXXX - Non Sufficient Funds ( {$18.00} ) XX/XX/XXXX Payment {$2000.00} XX/XX/XXXX Payment {$2000.00} XX/XX/XXXX I was not aware of any issues regarding my account until XX/XX/XXXX when I logged in to my account. I CALLED Penny Mac AGAIN and explained the situation about how their portal did NOT UPDATE my bank information AGAIN.! I explained to the agent on the phone that i HAD INDEED updated my bank information online to reflect a DIFFERENT BANK ACCOUNT and explained how I had deleted the old account. I explained to her that my screen showed all was UPDATED once i hit submit. She said she would add that to the notes in my file and work on correcting the issue. This time I took a screen shot!!!!!! 
XX/XX/XXXX - PennyMac Reports a late payment to the Credit Bureaus PennyMac USA has DESTROYED my credit my claiming these are LATE payments when it is their portal which has the issues. IT IS THEIR TECHNOLOGY that has caused this! I am a good customer and have paid my mortgage on time for 13 years!

Company response to consumer: Closed with explanation