Consumer complaint received 2026-06-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: PENNYMAC LOAN SERVICES, LLC.
State: KY

Complaint narrative:
I am submitting this complaint regarding PennyMacs handling of a disputed mortgage payment withdrawal and the significant financial hardship that resulted. For many months, our regular mortgage payment was automatically withdrawn from our XXXX XXXX account in the same amount without issue. In XX/XX/year>, while attempting to explore options to postpone our regular monthly mortgage payment, we did not authorize or agree to any additional charges being added to our mortgage payment. We were seeking information regarding postponement of the normal monthly payment only. Instead, PennyMac withdrew our regular mortgage payment plus an additional amount of more than {$900.00}. This substantial increase was unexpected, was not clearly explained in advance, and was not something we knowingly authorized. We did not have those additional funds available in our account and would not have approved such a large withdrawal had we been informed beforehand. The additional withdrawal caused our bank account to become overdrawn and created significant financial hardship for our household. We are a paycheck-to-paycheck family and are still attempting to recover financially from the impact of this withdrawal. The issue remains unresolved and continues to affect our finances. After discovering the withdrawal, we contacted PennyMac by telephone to request an explanation. During that conversation, we were told that the additional amount was related to bankruptcy-related fees. However, we were unable to obtain a clear explanation of what those fees were, how they were calculated, or why they were being charged. Any bankruptcy discussion occurred more than XXXX years ago and was never completed. The PennyMac mortgage loan was never included in any bankruptcy filing. Because the bankruptcy was never completed and PennyMac was never part of it, we do not understand why bankruptcy-related fees or charges would suddenly be added to our mortgage account more than XXXX years later. Because we did not receive a satisfactory explanation by telephone, we also submitted a written dispute through PennyMacs secure message system and requested a complete accounting of the additional amount withdrawn, documentation supporting the charge, and an explanation of why the funds were taken from our account. Despite these efforts, we have not received a complete and satisfactory explanation or accounting of the disputed charges. We have also worked with XXXX XXXX regarding the resulting overdraft and disputed transaction issues. However, the underlying dispute remains with PennyMac because PennyMac initiated the withdrawal and has not adequately explained the additional charges. We respectfully request that PennyMac provide a complete written accounting of the disputed withdrawal, documentation supporting any fees assessed, an explanation of why the additional amount was added to our mortgage payment, a review of the transaction for errors, and reimbursement of any funds that were improperly charged or withdrawn. I attempted to resolve this matter directly with PennyMac before filing this complaint, but the issue remains unresolved.

Company response to consumer: Closed with explanation