Consumer complaint received 2023-04-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: PENNYMAC LOAN SERVICES, LLC.
State: TX

Complaint narrative:
In XXXX, we refinanced our home with PennyMac. We elected not to escrow Tax & Insurance because we hold both in a high interest savings account and pay the full amount at the start of each year. 

XX/XX/XXXX, PennyMac made a payment of {$7800.00} to the XXXX XXXX XXXX XXXX for the years property tax. This was not brought to our attention or approved by us, PennyMac did so out of their own accord. 

It was not discovered until XXXX of XXXX. PennyMac withdrew an additional {$1500.00} on top of our mortgage principle & interest ( {$990.00} ) and we weren't sure why. I hadn't contacted PennyMac yet to question why. The county appraisal district informed us of PennyMac 's payment. 

My wife and I went to pay our tax at the appraisal office XX/XX/XXXX. We were also there to submit a T & P tax exemption for a personal medical condition. As of XX/XX/XXXX, I am considered 100 % XXXX and XXXX XXXX due to XXXX and body related hinderances from military service. This change waives our property tax moving forward. It would be prorated for the XXXX  year beginning in XXXX, roughly {$4500.00} to be owed. 

I contacted PennyMac and asked why they made that payment without our authorization, and was told " we received the bill in XXXX, so it triggered an automatic payment in our system. '' I explained that should have never happened, we didn't have any money in an escrow account with PennyMac. I requested they reach out to the appraisal district and make things right, so my wife and I could make the prorated payment for XXXX taxes. 

PennyMac denied our request. They instructed us to contact the appraisal district on our own and request that they refund the amount PennyMac paid, back to PennyMac. Once that happens, we would be required to pay the prorated amount directly to the county appraisal district. We contacted the CAD and were told PennyMac would have to submit that request, not us. They also explained it was very unusual for a loan servicer to make unauthorized payments. 

In XXXX of XXXX, our monthly payment went from $ XXXX, XXXX {$2600.00}. This was to account for the {$7800.00} they paid to the XXXX XXXX XXXX XXXX, and additional funds for the XXXX tax period. 

We have requested they cease the unauthorized escrow withdrawals, and to contact the XXXX, they reduced our payment to {$1300.00}, but refuse to put our account back to its original standing. Anytime I call, they claim to submit to the loan servicing team for further review, or they schedule a date to call us back. They refuse to send us confirmation emails or messages in our PennyMac portal, claiming they do not have access to either email or messages. 

Since XX/XX/XXXX, we have paid PennyMac {$6000.00} in additional escrow fees per the statement reflected XX/XX/XXXX. {$9000.00} combined for XXXX from XX/XX/XXXX. Our payment amount should be at {$3900.00} for the year so far. {$9000.00} is where we should be at XXXX. 

Needless to say, this is beginning to impact our finances. PennyMac is refusing to cooperate, fix their mistake, and readjust our account back to its original point. We have no issues paying CAD directly, but PennyMac has hindered our ability to do so by pulling so much from our account to " pay them back '' and to escrow next years Tax & Insurance.

It is noted in our closing disclosure that PennyMac may elect to pull escrow if we are delinquent in our tax payment. Our property taxes are due XX/XX/XXXX of each year. PennyMac made this payment on XX/XX/XXXX and sent notice we were delinquent on XX/XX/XXXX. We were not delinquent, and have made our property tax payment on time every year.

Company response to consumer: Closed with explanation