Consumer complaint received 2022-12-14 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: PENNYMAC LOAN SERVICES, LLC.
State: FL

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX My complaint is against penny Mac It seems like I'm giving the run around when it comes to the homeowner assistance fund from XXXX. 

On XX/XX/2022 a phone call was placed to pennymac on regards to make sure that the mortgage payment they receive from XXXX ( XXXX XXXX XXXXXXXX ) was applied to our mortgage payment and not the Principal. During the phone call conversation with pennymac, we learn that the XXXX has sent them partial payment, and not the full payment. That we was short and making our mortgage payment for XX/XX/XXXX. That we only had until XX/XX/XXXX to make a payment before we get charged a late charge. Plus they requested a payment from us yesterday. 

We knew that I seem questionable. Because XXXX would not have sent a partial payment. Which makes matters more worse, is that last month when we spoke to a rep at pennymac, We was told we had over a {$1000.00} credit on to the account. That we was told once XXXX makes all their payments for the next 6 months, we will still have credit of over {$1000.00}. To still use for payment. 

Call was made to XXXX today, asking them why partial mortgage payment was made instead of the full payment. Because that what pennymac said XXXX gave them.. XXXX  ( HAF ), said pennymac receive the full payment and not partial. Penny Mac made us look stupid for calling XXXX to find out why they made a partial payment when they did never did. 

Then we call back pennymac today, with XXXX on the phone on 3 way calling. Now pennymac change the story said we receive full payment. However, pennymac said they didn't apply the full payment to the mortgage payment, that out of that payment, they decided a part of that money had to be apply to something else. They was not fully clear what something else was. XXXX told them the money they sent was to apply to entire mortgage payment. That day wasn't not allowed to do whatever they wanted to do with that mortgage payment. 

On top of that we asked him what happened to that over {$1000.00} credit, Now they tell us they don't know what happened to that credit. They don't know where it is now. How is it that you do not know what happened to the credit that was applied to the account. 

This it seems like pennymac is very shady and how they doing things. The executive office needs to know what's going on and follow up to see what is happening to people 's accounts. There has been a number of complaints about penny Mac on its own, From the people who did receive the homeowner assistance fund. On social media there has been numbers of people complaining about penny Mac about what they keep doing when they receive the homeowner assistance fund. People are stating they are not applying it to their mortgage payments and doing whatever they want to do when they receive the money. There needs to be a full investigation on this to see exactly what's going on. They are receiving these funds and it should be applied to people 's mortgage payments. Yet they taken it for whatever they wan na apply it to. 

Knowing the rep could not help us. We was told we would have to wait for somebody who's assigned to account to give us a call to find out what happened. The customer service representative could not even explain what happened. It seems like the story that the representative was stated was all over the place. Could not get the story straight.

Company response to consumer: Closed with non-monetary relief