Consumer complaint received 2026-06-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: PENNYMAC LOAN SERVICES, LLC.
State: RI

Complaint narrative:
Initially I reached out to PennyMac on XX/XX/year> asking whether I am able to take off the escrow on my mortgage. The response back on XX/XX/year> was they were ready to go ahead and finalize the removal but that they needed to know whether I would like to pay XXXX taxes or have them. This in itself came across as a determination was already in effect made! When I responded on XX/XX/year> stating I would like to pay the taxes myself, it seems the tone changed! Their next response on XX/XX/year> came from what looks like a totally different rep and was now stating the loan XXXX be eligible for deletion and that I would receive a determination within XXXX weeks! This ofcourse threw me off as they in my opinion gave the impression that I would be sent the escrow balance and pay XXXX taxes as my next steps as the deletion was going to go through! I again reached out on XX/XX/year> stating I was now confused as they made it seem as it was a done deal in previous messages and asked why I now had to wait for a determination letter. Still assuming that everything was a go due to being lead to believe this, I asked that they pay the XXXX taxes then because of what I viewed as a delay and if I were to be accountable to pay the XXXX taxes I would be making the payment late! On XX/XX/year> pennymac responded stating essentially XXXX payment would be made by them, once approved then I would be accountable but did not seem to address any of my other concerns so I waited and let it play out! On XX/XX/year> I was alerted to a determination letter on the app and checked and noticed it was a denial. In the denial it was very short and stated only that the denial was due to XXXX score. It does not state whose ( mine or my husband 's ), which agency used, what score in reference to or which model they go by! This is highly unnerving as this signals to me that they can essentially move the goal posts at any point in time if I am never properly informed! On XX/XX/year> I wrote back in asking to know what credit score specifically is needed as this hadn't been told to me prior and also asked what XXXX score they go by so I can be informed and know when I would be able to try for deletion again. On XX/XX/year> pennymac responded stating they conduct an initial soft credit pull of the fico score, still not acknowledging which XXXX score or whose they are going by. It seemed to be another rep as they asked if I would like to go through with escrow removal. The email was very generic and not directly answering my concerns once again. I reached back out to this message on XX/XX/year> stating I had already requested the escrow deletion and had reached back out asking what score specifically do I need to meet, which still to this point had not been explained. I also stated how if a soft pull was performed after my initial contact in to pennymac, how then whatever soft pull was performed wouldn't have stopped them from reaching out and giving the impression the deletion was set to take place! Also, if that soft pull showed I wasn't eligible, how then did it make to final manual approval/denial stage? I asked for them to please state in plain XXXX what the score requirement is and their determination process so I could ensure my deletion request is being looked at fairly. On XX/XX/year> pennymac responded and finally stated the score required is a XXXX! They also went in to their automated checks that take place when a request is made on the back end, to see if the loan passes required " baseline parameters '' to progress to the escrow department for manual review. My loan satisfied these baseline parameters and a soft credit pull so how then does it die upon manual review? Also, STILL not addressing whose score didn't meet the threshold or what said score they are going by is, nor agency or model being used. On XX/XX/year> I wrote back in stating I would like my case escalated to a supervisor review. I had checked my scores with my XXXX being XXXX, XXXX XXXX and my XXXX XXXX! Also stated if they are going by my husband 's which has never been acknowledged, his lowest is a XXXX and highest XXXX. It'd be a little absurd to go by my husband 's and deny due to XXXX pts and I am the primary loan holder! I also requested an escrow waiver. On XX/XX/year> pennymac responded stating a supervisor reviewed and the denial must stand as the minimum credit requirement established by their investor guidelines were not met during final review. Please keep in mind that credit scores can vary slightly depending on the specific agency and scoring model used at the time of inquiry. This response in my opinion builds in the idea they can use whichever agency or model they so choose at the time of review which is unacceptable! Again, never acknowledging which agency or model they used in my case or whether or not determination was made on my scores or husband 's!! They also stated they are unable to approve an escrow waiver at this time with no further explanation as to why on that also! XX/XX/year> wrote back in requesting to know specifically what " specific credit reporting agency '' and " reporting model '' are they using to make their determination. I informed them my reason for feeling frustrated is more or less the vague " answers '' they have given as this has felt very intentional! I also requested written justification detailing exactly why I was denied outside of their generic due to XXXX score response!

Company response to consumer: Closed with non-monetary relief