Consumer complaint received 2026-06-11 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: SC

Complaint narrative:
XX/XX/XXXX Statement came with an 83 % increase in payment amount. No notice, phone call, email or any other forms of communication were provided to explain the increase before I went to pay the statement and noticed the increase. I immediately called PennyMac who insisted everything was correct. After doing some research on my end and several hours on the phone I found that the issue was caused because PennyMac paid an incorrect tax statement from XXXX XXXX. I did not receive any notice from XXXX XXXX, and all billing goes through Escrow. PennyMac said they could not do anything to fix the problem and they only pay bills, not fix. After filling out several forms and another several hours on the phone with XXXX XXXX I was able to get everything submitted to reverse the incorrect tax %. XX/XX/XXXX Received notice from XXXX XXXX that the adjustment request has been received and is in review. XX/XX/XXXX Called PennyMac to notify them of the update and made a partial payment on the account totaling my past typical payments. XX/XX/XXXX Received notice from XXXX XXXX stating that the adjustment has been accepted. XX/XX/XXXX Received notice XXXX XXXX via mail ( print date of XX/XX/XXXX ) of the new tax amount and the refunds that have been applied. Called PennyMac to notify them of the update and made a partial payment on the account totaling my past typical payments. XX/XX/XXXX Spent several hours on the phone trying to figure out what is going on and why the payments have not been adjusted. Was told that I would get a call after the issue was resolved. No payment was necessary at this time. XX/XX/XXXX Had not heard anything back from PennyMac so I called them. After several hours of discussion, they decided to perform an escrow analysis and said they would call me as soon as it was done. XX/XX/XXXX Escrow analysis was completed. XX/XX/XXXX I had not received any phone calls and had noticed that only some of the incorrect statements had been adjusted for the year. I called PennyMac and they were unable to provide a rational explanation of why the adjustment had not been made to all adjusted months. Was told they would call the following day with an update. XX/XX/XXXX - XXXXXXXX XXXX EST I called to get an update since I had not heard anything. The agent said there were no notes regarding the issue on my account, and I spent several hours going through the same illogical discussion which ended with them telling me they would call the following day with an update. XX/XX/XXXX I received a call from PennyMac collections department around XXXX XXXX EST. They were unaware of the situation, and I spent approximately XXXX hour talking to them who then told me I would be getting a call from the escrow department later that day. Around XXXXXXXX XXXX EST I received a phone call from escrow who kept me on the phone for over an hour, and it ended with them telling me they would call me the following day. All notices were posted onto my PennyMac message board, and I spent several hours/days on the phone with them each month to get this problem resolved.

Company response to consumer: Closed with non-monetary relief