Consumer complaint received 2025-04-09 00:00:00
Product: Mortgage — USDA 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: TN

Complaint narrative:
XX/XX/XXXX I lost my job. I then contacted PennyMac to inform of same & seek possible relief options that may had been available at that time. 
XX/XX/XXXX PennyMac approved my request for relief and placed me on a XXXX forbearance plan for 3 months. 
XX/XX/XXXX PennyMac approved me for a 3 month extension on my forbearance plan. 
XX/XX/XXXX- Applied for XXXX XXXX time. 
XX/XX/XXXX Last Received email from intake clerk XXXX XXXX, XXXX XXXX Request for Information App # XXXX - Reaches Stage XXXX with HAF - XX/XX/XXXX was informed by XXXX that XXXX had been inactive for XXXX weeks. 
XX/XX/XXXX XXXX contact made with XXXX XXXX XXXX. Confirmed have not yet communicated with PNMAC. 
XX/XX/XXXX new intake clerk assigned, XXXX XXXX XX/XX/XXXX PennyMac approved me for an additional 3 month extension on my forbearance plan. 
XX/XX/XXXX - Reached stage XXXX with HAF - Received HAF Conditional Approval XX/XX/XXXX reached stage XXXX with XXXX XX/XX/XXXX I received notice that my COVID Forbearance plan has expired In XXXX When I Applied for XXXX the first time. ( My HAF application went for months with no progress or updates to move the application forward. [ same can be verified by XXXX XXXX ] ) XX/XX/XXXX I competed a XXXX income attestation form. 
XX/XX/XXXX Made contact with XXXX XXXX about the numerous and on reasonable delays in my XXXX application handling. 
XX/XX/XXXX XXXX confirmed w/ me the receipt of the i file but the XXXX file still had not been received. 
XX/XX/XXXX XXXX spoke with XXXX XXXX ( XXXX ) to check on the status of her application. 
XX/XX/XXXX Received conditional approval from TNHAF for reinstatement plus 6 months payments. After the final payment was received from XXXX, This both brought my account current and paid me up thru XX/XX/XXXX. 
XXXX XXXX - Call w/ XXXX XXXX ongoing hardship XX/XX/XXXX XXXX payment due after HAF payments were applied. 
XX/XX/XXXX XXXX reached out to prolink about ongoing hardship assistance to re-apply. 
XX/XX/XXXX reaches stage XXXX with XXXX XX/XX/XXXX - call with XXXX about ongoing hardship, did financial review denied therefore was denied mortgage relief, because active state assistance case still open. Even though already paid final payment. 
XX/XX/XXXX XXXX received a letter from PennyMac confirming the XXXX of her state assistance. 
XX/XX/XXXX I was informed by PennyMac that I needed to be 2 months behind in order to apply for any assistance. So, I let XXXX and XXXX be delinquent so I could apply for the assistance. 
XX/XX/XXXX XXXX Applied for mortgage assistance thru PennyMac & was approved for the ( XXXX servicing USDA unemployment forbearance plan. 
XX/XX/XXXX- After loan was brought current and HAF payments were applied for 6 months. XXXX never presented XXXX with or offered any form of relief to help with her payments moving forward. Even though XXXX was made aware on multiple occasions that she was still experiencing her ongoing XXXX XXXX, she was still unemployed and actively searching for work Later XXXX was informed that PennyMac offered no relief because at the time she was not behind. I called PennyMac before last HAF payment was received, after last payment was applied and every few weeks after in effort to inform them that I still need help. Other than the obvious reason of my loan now being considered current. The agents with whom I spoke with were agents assigned to the collections department, therefore my attempts to received help were ignored an disregarded because their only objective was to get me to make a payment, not assist with relief. But at that time I was completely unaware of who or which department I was corresponding with. The only help given to me was advising me to make payments in order to receive help. Where if they would had informed me properly, I wouldve been told that if I did not make my payment that at the time I didnt have the money to pay anyway, that once my payments were at least XXXX to 90 days behind I would then be offered an option to apply for some form of relief. But unfortunately, that wasnt the case. That important piece of information wasnt shared with me officially until XX/XX/XXXX, so I struggled and stressed and did whatever I had to find a way to make the payment because thats what I was advised to do in order to get help, whether it was a credit card, left over Tax refund money or money I borrowed from family member, I exhausted all my options in desperation to gain any help for my ongoing Covid hardship that PennyMac could provide to me so I didnt lose my My Home. Instead, I used funds that were not my own to cover about XXXX months of payments and never once received any kind of relief option until like I said XX/XX/XXXX when I spoke with an agent who provided me the correct information on having to be behind in order to receive the option to apply for financial relief. Therefore immediately disqualifying me for the partial claim assistance through XXXX because it forced my delinquency past the XX/XX/XXXX expiration date. Which is what brings me here today to this appeal. XXXX sending you detailing every aspect of what Ive gone through in hopes you will help me get past all of this. Along with this written appeal, I will also provide screenshots of emails transpired between me and XXXX ( XXXX ) during the the time my payments being made by XXXX after the last payment was made. They will serve as my proof that I was actively experiencing an ongoing hardship and needed assistance. As well as showing that if I was informed correctly by my servicer with the proper steps to receive financial assistance for my ongoing hardship, my delinquency would in fact, not had been forced outside the required timeframe to qualify for this program I have not yet recuperated from the COVID hardship. I dont quite understand why the application to pay off my partial claim was denied. I have continually complied with everything that has been asked of me, from XXXX, PennyMac XXXX USDA. I also have never not been in communication with same. 
In conclusion, I have suffered a great deal since I lost my job, it was financially devastating. I depended on assistance from both XXXX & PennyMac to get thru this and they both failed me more than once. My servicer failed to follow up after my state assistance to ensure no additional Mortgage relief needed. Then they reported against my credit not once but twice. XXXX of which I reported to CFPB and was resolved, the other i reported to servicer and was handled without proper resolution, although they removed the reporting & they suppressed my credit for an unknown amount of time, they decided to remove the suppression and report me exactly 1 month before my partial claim took effect and brought my loan current. Making sure to drop my credit from a XXXX to a XXXX, And since my servicer failed to follow up after state assistance to confirm I can continue making my payments they instead scared me into making payments by saying that I would lose my home if I didnt t make a payment and that I would receive assistance if I make a payment, both of which I felt forced into borrowing $ to make the payments and therefore pushing my potential delinquency outside the required partial claim deadline of XX/XX/XXXX, so when I applied for the phase XXXX Of the HAF to assist with paying on my partial Claim, I was denied. Now I am stuck with an unpaid partial claim that was resolved my delinquency from my ongoing XXXX hardship.

Company response to consumer: Closed with explanation