Consumer complaint received 2024-10-14 00:00:00
Product: Mortgage — Conventional home 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: SC

Complaint narrative:
XXXX has engaged in unethical and predatory servicing practices and have put me at risk of losing my home with a foreclosure sale date scheduled for XX/XX/XXXX. I had a true hardship resulting in temporary loss of income and fell behind on the loan. The issue is that I have tried on multiple occasions to reinstate the loan but their agents lie and obstruct and state we cant take the reinstatement amount because it is too late, even though there is a letter stating the date the reinstatement quote expires. The second instance was even more outrageous, as I sent a XXXX XXXX wire to XXXX prior to the expiration date, and for some reason their team rejected this and sent the funds back to me. I have the receipts, the letter from XXXX and proof that the payment was made on time and that they are engaging in unethical and illegal servicing and business practices. I have the ability to pay, I tried to pay but XXXX obstructed and blocked in order to push me into an illegal foreclosure sale. 

I have worked as a power line installer off and on over the last 8 years. In XXXX I was laid off from the job and fell behind on the mortgage payments. I started a small home repair/remodeling business but business was slow. I called in and spoke with XXXX at that time who offered me a trial loan modification starting in XX/XX/XXXX with a monthly payment of {$490.00}. I paid on this for 7 months with no problem but was still struggling with my business. I tried to log in to make the XX/XX/XXXX payment but their online portal would not let me in. I called in to make a payment and was on the phone for over an hour trying to make my mortgage payment. The agents told me that I was behind and that they would not accept the regular payment. I asked to find out how far behind I was, and they said they could not tell me, they would have to put in for a reinstatement quote. I then received a letter from XXXX saying I had to pay approximately {$2700.00} BEFORE the XXXX of XXXX to reinstate the loan. I called in to make the payment on XX/XX/XXXX but the lady said sorry, that offer expired on XX/XX/XXXX even though their letter said XX/XX/XXXX. So they would not accept my payment. 

I continued to get varying reinstatement amounts from the agents at XXXX then I got a letter ( attached ) stating that the past due amount was {$3600.00} and this amount needed to be received by XX/XX/XXXX. I wired the funds to XXXX via XXXX XXXX on XX/XX/XXXX ( receipt included ) but instead of complying with the information they provided me, XXXX stated in writing that I missed the deadline and sent the payment back to me and initiated foreclosure. 

This is a cut and dried case of deception, disinformation, unethical servicing practices and possibly fraud. I have continued to try to resolve this and have spoken with the XXXX XXXXXXXX XXXX to get a reinstatement amount and then when I call in to XXXX to double check the amount their agents say sorry, not sure if we would accept that. I was hired back as a power line installer in XXXX and with the hurricanes I am working lots of hours and overtime. My hardship is resolved and I have the ability to make my mortgage payment and also have the ability to come up with a significant portion of the past due balance. The problem is no one can tell me what the past due amount is, and even when I follow the XXXX instructions to pay am told that they will not accept the funds.

Company response to consumer: Closed with non-monetary relief