Consumer complaint received 2025-02-13 00:00:00
Product: Mortgage — Conventional home 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: VA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX, VA XXXX XXXX XXXX XX/XX/year> Federal Trade CommisXXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXXXXXX Subject : Urgent Update and Dispute Regarding Credit Report Inaccuracies Dear Sir/Madam , I am writing to provide an update regarding my previous dispute concerning inaccurate information on my credit report and to request an immediate resolution. On XX/XX/year>, I returned a call from PENNYMAC and was informed by the first agent that the call was regarding a debt collection of {$2500.00}. I assured the agent that no such debt existed and that my account should have been updated accordingly. The agent confirmed that there was an update. However, after putting me on hold, the agent returned and stated he could not hear me before abruptly hanging up. I have experienced similar disconnections on multiple occasions when addressing this issue. 

I called back and spent over an hour navigating through various representatives before finally speaking to a supervisor. The supervisor informed me that no notes had been made to reflect the account update, which resulted in the agents being unaware of the changes. During this conversation, I learned for the first time that I owed a balance of {$97.00}. I was then transferred to an automated payment system to resolve this balance, but I was unable to process the payment because my account had not yet been updated. I requested to speak with another supervisor but was instead transferred to another agent who was extremely rude and dismissive, making me feel as though I had no right to request an account update. 

After some delay, the agent placed me on hold and later returned, stating that she had now been authorized to process a one-time payment of {$97.00}, which I successfully paid. The confirmation number for this payment is XXXX. Despite this resolution, a new late payment fee of {$100.00} has now appeared on my account for XXXX, even though my XXXX payment was made on XX/XX/year>. This unexplained charge is further complicating my financial situation. 

This ongoing issue is causing significant stress, negatively impacting my ability to focus on XXXX XXXX XXXX XXXX. Furthermore, I received a call from a representative named XXXX at XXXX on XX/XX/year>. When I returned the call shortly afterward, it went to voicemail, and I left a message. My issue regarding the newly added late fee remains unresolved. 

I urgently request that this matter be thoroughly investigated and corrected as soon as possible. The continued mismanagement and inaccurate reporting of my account information are directly affecting my XXXXredit score and financial well-being. Please provide written confirmation once my credit report is updated and this issue is resolved. 

Thank you for your prompt attention to this matter. If further details or clarification are required, please contact me at the phone number or email address listed above. 

Sincerely, XXXX XXXX XXXXXXXX XXXX  After speaking with one of the agents, she tried to validate the new late payments by going back six months. I informed her that going back six months to validate a late payment attached to my account for XXXX and XXXX was uncanny.

Company response to consumer: Closed with explanation