Consumer complaint received 2022-10-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: PENNYMAC LOAN SERVICES, LLC.
State: VA

Complaint narrative:
PennyMac ( PM ) is attempting to extort me by trying to make me financially responsible for over {$13000.00} ( not including other erroneous fees, default, negative credit impact, eviction, etc. it has continued to threaten with ) due to its own mismanagement my mortgage account and escrow all of which is the result of PMs own internal actions performed without of my control, knowledge, or consent. 

I closed on this loan on XX/XX/XXXX and since then my loan has always remained current with mortgage payments made on-time through XX/XX/XXXX, and XX/XX/XXXX would have also been paid on-time had it not been for the current inability to pay it online due to PM messing up my account as explained below. 

When I logged into my account in XXXX to pay my mortgage bill due XX/XX/XXXX my account said the payment had already been made by PM on XX/XX/XXXX and the next payment due was XX/XX/XXXX ( see attached screen shot ). This was also consistent with the following months statement I received dated XX/XX/XXXX. As a result of the information I received from PM at the time and b/c there was no way for me to make the XXXX payment online I reallocated those funds and continued to make my payments on-time accordingly for XXXX ( due XX/XX/XXXX paid XX/XX/XXXX ) and XXXX ( due XX/XX/XXXX and paid XX/XX/XXXX ). On XX/XX/XXXX, I received a letter from PM saying my XXXX payment was overdue, so I emailed PM via its internal portal to inform that payment had already been made on XX/XX/XXXX and that I would be making the XXXX payment the same day in keeping with my on-time payment schedule. As a result, my next payment due is XX/XX/XXXX ; however I have been unable to make this payment online because the system is trying to force me to make a second XXXX payment even though that was already paid on XX/XX/XXXX. 

After 2+ months of un-responsive, untimely, inaccurate, and inconsistent information from PM servicing associates this issue is still unresolved and I have not been able to make my XXXX payment online. Therefore, to continue to make payments I was forced to mail in checks yesterday ( USPS Tracking # XXXX XXXX XXXX XXXX XXXX XXXX ) for both my XXXX and XXXX payments ( each {$4500.00} respectively ) along with a letter directing PM to only apply these funds to the XXXX and XXXX monthly bills and not to any of the disputed amounts noted herein. I dispute owing PM any monthly mortgage payments outside of the XXXX and XXXX payments that will be paid via the above mentioned mailed checks. Any internal mismanagement of accounting and/or escrow by PM throughout the course of my account history is its sole responsibility to resolve financially. 

PM also sent me an annual escrow analysis review letter dated XX/XX/XXXX ( see attached ) that said my new mortgage payment amount would be {$4500.00} starting XX/XX/XXXX and I was due an escrow overage of {$6900.00}. The escrow overage was applied to my bank account by PM on XX/XX/XXXX. PM has subsequently alleged this was in error due to some accounting mismanagement on their end. These funds have also since been reallocated according to information from PM, and I dispute owing PM any monies related to this escrow overage. 

Additionally, PM is now alleging I also owe them a second PMI premium payment of {$8800.00}. At closing I paid my {$8800.00} PMI premium to PM upfront as reflected on my settlement documents. Per a letter I received from PM dated XX/XX/XXXX and XXXX statement dated XX/XX/XXXX it is claiming I owe this same PMI amount to them again due to some account mismanagement. I dispute owing PM these monies as they were already paid in full at closing and any internal mishandling of these funds on its part is its sole responsibility to reconcile financially. 

Furthermore, in researching my account history as part of this dispute I see that PM has been misrepresenting its own transactional history. It has been retroactively adding new transaction line items with dates that are not consistent with the transactional information made available to me at that time. For example, the XXXX statement I received ( dated XX/XX/XXXX ) shows only 4 transaction line items during that period ( which was also reflected on my online account at that time ) ; however the latest transaction history on my account for that same period now shows 6 transaction line items for the same period. All also showing differing escrow and principal balances. 

In this same vein, I am supposed to receive servicing correspondence electronically and mail based on my preferences. Throughout this dispute period Ive been receiving most information via mail only, and then subsequently later on PM will load documents electronically after the fact but with an upload date that are not consistent to when the document was assessable to me electronically. 

PMs practices are unacceptable and unethical, and I dispute owing them any monies outside of the XXXX and XXXX mortgage payments that I have mailed checks for. Today, I received a call from PM Representative ( who clearly had no context on the history of the situation ) threating the loan is going to be put into default, my credit ruined, and evicted if I dont pay these disputed amounts that are the result of PMs own account mismanagement. Today I also received a Notice of Default and Intent to Accelerate letter dated XX/XX/XXXX in the mail ( see attached ) ( which I note has not be provided to me electronically as required by my communication preferences ). I have been told both verbally and in writing by PM throughout this dispute that my account was flagged internally that would prohibit such behavior. 

This is extortion and these sorts of threats have been continuous throughout this dispute. 

As someone who has made 100 % of its payments on-time to PM across two different mortgage loans, I do not appreciate this treatment, nor the impact it is negatively having on my life and health. 

Please investigate.

Company response to consumer: Closed with explanation