Consumer complaint received 2023-04-18 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: PENNYMAC LOAN SERVICES, LLC.
State: OH

Complaint narrative:
XXXX of 2023 2 main pipes bursted in our home. One in the bathroom and one in the basement. I called Pennymac my Mortagage company to file a claim with my HOA INSURANCE ( XXXX ), and upon attempting to file this claim, This insurance informed me my cover it was dropped off to Penny Mac Point Of Contact he not paying my premium.I am mediately contacted PennyMac and explain to them what was told to me and they denied having responsibility for that. at that time I also found out that my escrow had overdue of over {$2000.00} in it and I did not know what that meant at that pointSo I called Penny Mac Point Of Contact with XXXX XXXX on the line we all three were communicating and XXXX told Penny Mac that they stop the premium from being paid and they were trying to get in touch with Penny Mac The representative stated that even though that was true and that did transpired that there was nothing that they could do for us at that time. so intern I called FHA and the Ohio tourney general to complain and they both reached out to PennyMac loan services and at that point PennyMac reach back out to us and had a file a lender claim with their lenders insurance which was XXXX.But at this point none of this transpired for a little over 30 days so we could not file any complaints we could not move forward and it had been over 30 days since the damage occurred.At this point we have exhausted all of our savings and we have been performing damage control trying to make the damage as minimal as possible while at the same time trying to keep up on our mortgage and it has been very hard because we had no utilities, and no way to store or cook food for ourselves and children. At that time the city cut off our water due the bill being so high, they also cut our other utilities bc of the standing water in the basement for safety and we paid a plumber to come out on several occasions to help us with trying to keep the damage at a minimum but because Pennymac and XXXX have taken so long and are still taking unnecessary long time we can not keep the damage minimal. We have givin them all the info that was asked for despite XXXX switching us to Several different claims adjusters. XXXX does not respond to our concerns they constantly claim not to have access to the main portal to see the documents we have submitted and they refuse to honor our previous HOA POLICY EVEN THOUGH PENNYMAC ASSURED US THEY WOULD. At this point they have not honored any of our coverage clauses and they constantly down play and dismiss the diagnosis of the third party plumber even tho theyve asked for written documentation and we provided all 3 different adjusters with that information and the plumber also reached out to them to see what is the hold up. The lenders insurance is actively and deliberately holding up our claim. Pennymac refuses to take payments for the mortgage. We have attempted on several occasions to post the payment and Pennymac is saying they didnt get it and we have always paid out of this same account and they have given us conformation numbers stating they accepted it but the funds continue to sit in the bank. Because of this situation, I can not obtain any new coverage for my home because this insurance claim has not been rectified by the insurance company. So my home does not have any insurance once again because of this situation

Company response to consumer: Closed with explanation