Consumer complaint received 2024-08-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: PENNYMAC LOAN SERVICES, LLC.
State: GA

Complaint narrative:
I called Pennymac with concerns about my upcoming payments on XX/XX/XXXX after losing my job on XX/XX/XXXX. I'd already made a payment for XXXX and expressed concern about what might happen in coming months. I was transferred to someone who quickly offered a XXXX month modification " until XXXX '' but could not answer basic questions like " does this meant the payments I don't make are pushed back or is everything due in XXXX? '' Someone had to call me back to provide any details. On XX/XX/XXXX I spoke with someone who told me that we'd assess where I am in XXXX to figure out how to manage the m9dified payments between now and then. I was fortunate to receive a job offer on XX/XX/XXXX and it was only when I called Pennymac ( literally an hour after I accepted my offer ) that I found out I had " missed a payment for XXXX and XXXX '' meaning I owed ~ {$130.00} in late fees and had ( for the first time in my history ) been reported delinquent for both months. The employee was rude and everyone I've tried to work with indifferent to the lack of communication on the part of pennymac. They cite phone calls made in XXXX but the number for those calls reports as spam and there is an automated voice message with no relevant information. How they could reverse my modification without telling me on XXXX and suddenly report me as past due for a payment date that occurred just XXXX weeks after I was told it would be overlooked is so unbelievably deceptive. This company was quick to offer something they could not explain, make assurances that turned out to be false and report information that is inaccurate based on obligations in relation to the standardized guidelines for reporting. I am not the only customer to experience this. 

Regardless, I'm sure little actual investigation or process remediation will be done and I fully expect Pennymac to again reply with a canned response that, for some reason, includes my recent payment history ( a history that shows I immediately made payments, and am in fact serious about my obligations ; those payments AND LATE FEES were made as soon as I received an offer ). My recent payments do not demonstrate that I agree with what pmac has done, so there's no need to include them ... the only reason the payments were staggered over XXXX days is because the XXXX stated my second payment would be applied to a future month and not to bring my account current... yet another demonstration on how poor and directly misleading the communications are. You did not make it clear anywhere in the portal that I was past due or ( when I learned that I was ) how to bring my account current. 

As of right now I'm unable to access ant of my loan details or documentation. I get a pennymac error message when I select a document to view and no loan, interest rate or tax information is presented when the view option is clicked. ( Screenshots attached ).

Company response to consumer: Closed with non-monetary relief