Consumer complaint received 2024-10-09 00:00:00
Product: Mortgage — USDA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: PENNYMAC LOAN SERVICES, LLC.
State: TN

Complaint narrative:
I called PENNYMAC THE FIRST MONTH WE WEREN'T ABLE TO PAY THE MORTGAGE ( XX/XX/XXXX ). Its now ( XX/XX/XXXX ) and still nothing is resolved! I have called PennyMac at least XXXX time trying to resolve this situation. I have never been able to reach point of contact and every letter I get has a different point of contact. Then, I was asked to fill out a Loan Modification packet and I did within a week and submitted. Penny Mac came back with Payment Agreement we couldn't afford. 
XXXX - {$3100.00} XXXX- {$3100.00} XXXX- {$2600.00} XXXX mortgage payment is normally XXXX. This was an impossible amount for us to pay. 

I then called several times trying to explain we couldn't afford the payment and could they ( PennyMac ) how they arrived at that payment seeing our bills and income. But I always got the runaround and no answers. Several calls later I got to the Loam Modification department after arguing with the representative for XXXX minutes. The loan modification got another department on the phone thinking he could explain the situation and get the modification done. She corrected him and said, absolutely not. He then asked me to right a letter explaining I couldn't afford the repayment agreement. Several weeks later the repayment agreement was removed from my online account. 

A couple week later I still didn't hear anything and starting searching for other options. I found a HUD Approved Counselor. We called PennyMac to find what was the next step in the Loss Migration. There was a lot of back and fourth but not real answers. Two days later I received certified mail asking to contact PennyMac to arrange a payment plan or sell.

1 ) Repayment Agreement/ Couldn't Afford.

2 ) Special Forbearance Agreement 3 ) Loan Modification Plan 4 ) Pre-Foreclosure or Short Sale 5 ) Deed in lieu of Foreclosure My HUD Approved counselor ( XXXX XXXX XXXX suggested I fill out another packet. So, XXXX days later I did. Now were XXXX weeks into this process and still no answers. My HUD Approved Counselor suggest that I fill out a complaint.

Now we have received a letter titled Notice of Default and intent to Accelerate. The letter is requesting {$5300.00} to be paid by ( XX/XX/XXXX ) OR THE SITUATION XXXX BE ACCELERATED. Then, The next paragraph talks about ( Consumer Assistance programs ). I've been trying to get assistance for 4 months now.

A couple other questions : 1 ) PennyMac is negatively affecting my credit by taking as long as they possibly can to resolve this issue.

2 ) Why is someone coming to my house questioning my children and then taking a photo of one of them to prove they stopped by my house. Sent current water bill as requested to prove we are still living here.

3 ) My HUD Approved Counselor expressed concerns with PennyMac 's ethics and following Loss Migration Laws!

Company response to consumer: Closed with explanation