Consumer complaint received 2026-06-10 00:00:00
Product: Mortgage — Conventional home 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: OH

Complaint narrative:
I am XXXX days past due on my conventional loan and experiencing a severe multi-layered family and medical crisis. My tenants unexpectedly vacated the property without making a rental payment for XXXX and causing a 100 % loss of rental income on this property. I have been unemployed for over a year because I had relocated to XXXX, Ohio to provide full-time in-home care for my elderly parents. My intent had been to either continue to rent the XXXX house and at some point purchase the XXXX house from my parents, or return to the XXXX house and sell the XXXX house once my parents transitioned to XXXX, but their health declined much more rapidly than anticipated. My parents have been moved into permanent long-term care because they needed more care than I was able to continue to provide. They were forced to use their remaining assets to pay for care until they could qualify for Medicaid and now they are currently losing their own home to foreclosure because they are now on Medicaid and can no longer afford the home on their social security income, leaving me displaced. Furthermore, I am facing major health issues and am scheduled for XXXX to have my XXXX removed in XXXX or XXXX. I am actively trying to relocate back into my property to occupy it as my primary residence. When I called PennyMac to request a standard conventional hardship forbearance, the representative, XXXX, intentionally bullied me. He evaluated my file for a temporary forbearance or loan modification but said that I was " ineligible for any assistance at this time '' then aggressively tried to pressure me into short sale and liquidation options instead, to strip me of my equity, while falsely threatening foreclosure prior to the federal XXXX legal limit, saying that because " XXXX payments were due, XXXX, XXXX and XXXX '' that the property was over XXXX days late and a foreclosure notice had already been sent out. He told me that the short sale and liquidation options were my " only options at this time '' aside from bringing the account current, or that making XXXX payment would " buy me another XXXX days, XXXX payments would buy me another XXXX days, etc. '' My payment record prior to this current situation was absolutely impeccable for a single mom, I only fell behind during a time of XXXX with no income and now during this time of family crisis. I am absolutely furious that XXXX would attempt to take advantage of my hardship in this manner rather than comply under conventional guidelines. My mental health has suffered due to the unnecessary stress and XXXX this incident has caused and I suffer from several mental illnesses including major depressive disorder, XXXX panic disorder and XXXX. I am already under a tremendous amount of stress due to the current situation I am in and I thought that I was calling someone who could assist with my financial hardship. The first representative I connected with was kind and compassionate, and even inquired about my health and wished me well when I mentioned my upcoming XXXX, unfortunately that call was disconnected and when I called back, I got XXXX instead, who showed XXXX compassion or empathy, it was clear that he did not care whatsoever, he was just waiting for XXXX for the phone lines to close so his work day would be over ( I called back at XXXXXXXX XXXX after I was disconnected from my XXXX phone call. )

Company response to consumer: Closed with non-monetary relief