Consumer complaint received 2025-11-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: PENNYMAC LOAN SERVICES, LLC.
State: ME

Complaint narrative:
PennyMac delay and failure to provide proof of XXXX  submission XXXX XXXX XXXX XXXX ( Loan XXXX ) I am an authorized third-party representative for the XXXX XXXX XXXXXXXX XXXX XXXX XXXX appointed through the Court-Approved Special Administrator, Attorney XXXX XXXX XXXX. We are working to close a short sale on XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX. The buyer is a ready, willing, and able cash purchaser with a fully executed contract.

PennyMac has significantly delayed this transaction while claiming that the file is awaiting XXXX  Guaranteed approval, but refuses to provide any proof of submission. XXXX directly confirmed to me that they have never received this file at any time.

PennyMac claims that their processor submitted the file to XXXX on XX/XX/year>, and again on XX/XX/year>. XXXX denies both. Repeated requests for proof of submission have gone unanswered. Multiple responses from PennyMac were sent in encrypted formats that PennyMac will not re-send in an accessible form, preventing us from reviewing or responding to them.

Earlier in the process, PennyMac also refused to recogni
ze the court-appointed Special Administrator, and at one point removed our authorization entirely, preventing any communication. It was only after a previous CFPB complaint that our court-approved authorization was restored and the file began moving again. After that complaint resolved the authorization issue, the current delay began centered around the alleged XXXX  submissions Timeline of Communication Attempts and Delays Prior to XX/XX/year> PennyMac removed authorized third-party access and refused to recognize the Court-Appointed Special Administrator. Our authorization was only reinstated after filing a CFPB complaint, which forced compliance. 



XX/XX/year> I requested an update. The processor requested a very minor document change, which was used to reset the review clock unnecessarily and delay progress. 



XX/XX/year> I requested another update. No response was provided. 



XX/XX/year> I again requested an update. No response was provided. 



XX/XX/year> I requested an update. PennyMac responded that the file was pending XXXX  approval, but provided no verification or documentation. 



XX/XX/year> I requested another update. The same pending XXXX  approval response was repeated, still with no proof.

Federal Shutdown Period I paused follow-ups during the shutdown, acknowledging that federal systems were delayed. 



XX/XX/year> ( after reopening ) I requested an update again. PennyMac again claimed the file was pending XXXX  approval, still without proof. 

XX/XX/year> ( same day ) I contacted XXXX  Guaranteed directly. USDA confirmed that they never received any submission from PennyMac on any date. 

XX/XX/year> I called PennyMac directly. I was told the processor submitted the file to XXXX on XX/XX/XXXX and again on XX/XX/XXXX.

Company response to consumer: Closed with explanation