Consumer complaint received 2025-06-26 00:00:00
Product: Mortgage — USDA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: PENNYMAC LOAN SERVICES, LLC.
State: UT

Complaint narrative:
After losing my second job, I was approved for a modification with the trial payments starting XX/XX/scrub>XXXX XXXX XXXX. I made my first payment on time with my credit union account. After experiencing debit card fraud on that account I made my second and third trial payments from my XXXX XXXX account. The second payment I made, I received a pop-up that stated the bank account would need to be verified and that it could take up to five business days. The following day I received a recorded message from Pennymac stating my request had been received and is processing and no further action was needed for me. The following month I made my payment again from the same accounthowever, this payment continued to process and would not submit to the next screen. I took a screenshot of the payment showing the processing clock ticking to prove that I hit submit. The following day I received the same recorded call stating no further action was needed for me. My modification was declined due to non-payment so when I called and explained what happened nobody at Pennymac could explain why my second and third payments rejected. My XXXX XXXX bank account shows documented in the app, and there was no reason for the payments to reject. I was told instead of continuing with the modification that I had to reapply all over again. The underwriter on my first request was amazing but the underwriter I received on my second request I feel discriminated my application and did not take all information into consideration. I was told on multiple occasions that I was missing page 7 and eight of the application and proof of my child support income. Every single time I would call for an update. I got the same answer that page 7 and eight of the application were missing. One agent could see there was an issue and actually provided me with a supervisors name to send the documentation through email too. I actually received two supervisors names and I emailed my proof of child support And page 7 and eighth of the application to them. Afterwards I continue to receive the same answers from every agent I spoke to. That my application was still missing the same information. My child support income was proved in the prior modification and it was used in my debt income ratio however, it was refused on my second Attempt, even though the same information was provided. I feel this is very discriminatory as I am a single female, trying to raise three kids on my own. Page 7 of the application. I also provided verbally twice. I provided the information verbally to the processor of my modification And about a week later when I went to get an update, the agent I spoke with said I was still missing that information. I provided the information to her verbally as well, and I was advised that the processor entered it incorrectly. That is why it was not showing in their system. Every time I call, I keep getting the same answers that the information I keep submitting has never been received, even though I have submitted it too many times to count and also to two separate supervisors through email. My modification was denied due to my debt income being too high and to missing documentation. I do not understand why it wouldve been approved in the first place and then denied based on the exact same information the second time. My child support income was not used and the page of seven and eight were also not used in the review. I do not understand why the first payment was successful in my modification trial. But the second and third payments were not just because they came from a different account as I was never advised That a different account could be used for payment. I did not understand why my modification was denied based on the same information that it was previously approved for either. And now because of all of this neglect from the underwriter and processor, my children and I are facing the fact that we may lose our home and become homeless.

Company response to consumer: Closed with explanation