Consumer complaint received 2026-04-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: PENNYMAC LOAN SERVICES, LLC.
State: CA

Complaint narrative:
I am submitting this complaint regarding PennyMacs reporting of 30-day late payments for XX/XX/XXXX and XX/XX/XXXX. While PennyMac asserts the reporting is factually accurate based on posting date, the circumstances demonstrate that these delinquencies were preventable and resulted from failures in servicing guidance and effective communication during an autopay configuration change. I have a multi-year history of on-time payments with PennyMac across multiple mortgage accounts, all managed through autopay. These are the only instances of delinquency and occurred while I was actively updating and stabilizing my payment setup. Below is an overview of events : -- XXXX XX/XX/XXXX Autopay configuration change and initial failure In XX/XX/XXXX, I updated my autopay to a new payment account in preparation for future payments. In XX/XX/XXXX, the first payment using this configuration failed due to the funding status of the new account. I was not effectively alerted to the failed payment in a timely and actionable manner that would have enabled me to correct it before delinquency occurred. Additionally, the autopay configuration did not align with a reasonable expectation that payments would default to the due date unless otherwise specified, and this distinction was not clearly surfaced during the setup process. As a result, the configuration created a risk of missed or late payment that was not apparent at the time. Upon becoming aware of the issue, I took steps to correct the setup and ensure future payments would process correctly. -- XXXX XX/XX/XXXX Inquiry regarding account status On XX/XX/XXXX, I contacted PennyMac regarding the XXXX payment under the belief that my account was current. During that interaction, I was not clearly informed that the payment had not successfully posted or that the account remained delinquent. As a result, I reasonably believed that the issue had been resolved or did not require immediate corrective action. -- XXXX XX/XX/XXXX Preventable delinquency despite proactive intervention On XX/XX/XXXX, I contacted PennyMac specifically to prevent recurrence of the prior issue and to ensure that my account was in good standing. During this call, I explicitly stated that I did not want a repeat of the previous problem. The representative assisted in updating my payment setup and configuring autopay. Based on this interaction, I reasonably understood that : - ) My account would be brought current, and - ) The updated autopay configuration would apply appropriately moving forward This interaction occurred after my XXXX inquiry, during which I was not clearly informed that my account remained delinquent, further reinforcing my reliance on this XXXX interaction to resolve the issue. While PennyMac indicates that a payment date may have been referenced, I was not provided clear and actionable information sufficient to understand that the configured timing would result in the account being reported as 30 days delinquent, nor that I needed to adjust the payment date to the XXXX to avoid that outcome. Had that consequence been clearly communicated, I would have immediately corrected the payment timing. -- -> Failure of effective communication and notification PennyMac has stated that representatives are not required to provide specific warnings regarding credit reporting outcomes. However, the issue is not the existence of general disclosures, but whether the interaction provided clear, actionable information sufficient to enable a borrowerwho proactively sought assistanceto avoid delinquency. Additionally, the communication and notification structure required multiple independent configuration steps across channels that were not clearly surfaced. Certain alert categories required separate configuration that was not apparent at the time. As a result, critical account alerts were not effectively delivered in a manner sufficient to enable timely action. Despite updating my communication preferences to receive notifications, including text messages, I have still not received such notifications. -- -> Servicer handling and transparency concerns Despite two PennyMac agents, on separate occasions, agreeing to escalate or re-submit my request for further review after speaking with me and understanding the circumstances, PennyMac relied on internal call recordings to evaluate my case but declined to provide access to those recordings, stating they are proprietary. This prevents me from reviewing the same evidence used in their determination. Despite multiple reviews, PennyMac has maintained its position without addressing whether the outcome was reasonably preventable given my proactive actions and reliance on their assistance. -- -> Good faith resolution and impact I have taken full steps to bring my account current, including paying applicable late fees. My concern is not the underlying payment obligation, but whether the resulting credit reporting fairly reflects the circumstances under which these delinquencies occurred. I have maintained a long-standing history of on-time payments and a strong credit profile over many years. These late marks are not representative of my payment behavior and have a disproportionate impact given the context in which they occurred. -- -> Summary : This is not a case of borrower inaction but rather : - ) I was actively managing an autopay configuration change - ) I was not effectively alerted to a payment failure - ) I was not clearly informed of delinquency status during a direct inquiry - ) I proactively contacted the servicer to prevent recurrence - ) I relied on the servicers guidance and configuration - ) I was not provided clear, actionable information sufficient to avoid delinquency - ) A preventable delinquency occurred as a result These late marks do not reflect my payment history, intent, or actions, and resulted from preventable servicing and communication failures. Thank you for your review.

Company response to consumer: Closed with explanation