Consumer complaint received 2026-03-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: PENNYMAC LOAN SERVICES, LLC.
State: MN

Complaint narrative:
My name is XXXX XXXX, and I am the duly appointed Personal Representative of the Estate of XXXX XXXX, and daughter of XXXX XXXX in XXXX XXXX, Minnesota ( informal probate, no will ). I have been actively administering the estate and preparing the property for sale to satisfy outstanding debts, including the mortgage serviced by PennyMac. Summary of Complaint- Since XX/XX/XXXX, PennyMac has failed to properly recognize me as a Successor in Interest despite repeated submission of required documentation. This has resulted in : Obstruction of loss mitigation efforts Failure to respond to formal requests and applications Misrepresentation of the property as abandoned Attempted lockouts during an active sale process Ongoing risk of wrongful foreclosure Their conduct has materially interfered with my legal duties as Personal Representative and the estates ability to satisfy its debts. Detailed Timeline of Events- Initial Notifications and Probate Actions : XX/XX/XXXX Notified PennyMac and other creditors of borrowers death. XX/XX/XXXX PennyMac sent correspondence ( misspelling my name as XXXX XXXX ) requesting documentation to establish Successor in Interest. XX/XX/XXXX Notice to creditors issued ; Order for informal appointment of Personal Representative filed. XX/XX/XXXX Affidavit of mailing filed with Minnesota XXXX. XX/XX/XXXX Failure to Provide Access / Misinformation- Contacted PennyMac ; spent approximately 3 hours on hold and transferred repeatedly only where Representatives refused to discuss the loan and incorrectly stated I needed : A will Ownership interest I explained : No will exists Estate is in probate I am obtaining General Letters of Administration by adhering to the mandatory timeframe of the probate court process. Final representative stated : Only payment could be accepted No email exists for document submission I must repeatedly call for updates No proactive communication would be provided I then submitted via fax and mail once I received my Letters of General Administration to Penny Mac including the following- Letters of Administration Death certificate Identification Proof of relationship Foreclosure Concerns after the Estate received a foreclosure-related notice referencing XX/XX/XXXX, which appeared inconsistent with required pre-foreclosure timelines. XX/XX/XXXX I filed my first CFPB Complaint due to refusal to communicate and process documentation. XX/XX/XXXX Continued Refusal to Recognize AuthorityXXXX XX/XX/XXXX PennyMac again requested proof of relationship and a deed ( not applicable in probate ). XX/XX/XXXX PennyMac responded to CFPB complaint : Claimed attempted contact ( none received ) Classified me only as Authorized Third Party Failed to recognize Successor in Interest Claimed address update but continued sending mail to Estate XX/XX/XXXX Formal Requests Ignored- XX/XX/XXXX Sent formal written request demanding : Recognition as Successor in Interest Loss mitigation review Suspension of foreclosure No response received XX/XX/XXXX PennyMac again demanded a deed transferring property ( not applicable to XXXX/probate property ). XX/XX/XXXX Submitted complete Mortgage Assistance Application with : Letters of Administration Death certificate Listing agreement Written explanation of probate status and intent to sell Notice of Error XXXX XXXX XX/XX/XXXX Confirmed delivery of complete application package via certified mail No acknowledgment or response received XX/XX/XXXX Escalation and Property Interference- XXXX Called PennyMac regarding : Successor status Assistance application Notice of Error Calls went unanswered Wrongful Property Actions- XX/XX/XXXX Property labeled abandoned despite : Active utilities Staging XXXX listing Realtor lockbox I contacted XXXX ; advised that they would call me and put a note that there wouldn't be a lock change. XX/XX/XXXX I missed work to prevent lockout and was confirmed by safe guard that they wouldn't lock the property. I then filed a complaint with the Attorney General office the following morning. XX/XX/XXXX The contractor arrived to change locks at the direction of PennyMac at XXXX, despite this being out of standard business hours and despite XXXX XXXX being notified that the property was not abandoned. Lock change stopped only after intervention and showing General Letters of Administration. Regulatory and Servicing Failures- PennyMac has engaged in a pattern of conduct that includes : Failure to recognize Successor in Interest despite complete documentation Improper denial based on nonexistent deed requirement Failure to review a complete loss mitigation application Failure to respond to written requests and Notice of Error Inaccurate account handling and communication failures Improper property preservation actions on a non-abandoned property These actions have obstructed estate administration and created unnecessary foreclosure risk. Impact- Prevented me from exercising legal authority as Personal Representative Delayed ability to sell property and satisfy debt Forced missed work and financial strain Created risk of wrongful lockout and property interference

Company response to consumer: Closed with explanation