Consumer complaint received 2025-07-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: PENNYMAC LOAN SERVICES, LLC.
State: UT

Complaint narrative:
Thank you for taking the time to read my complaint ; I truly appreciate your attention to this matter and hope you can help me get it resolved. 

My father-in-law and I have been on a mortgage loan with Pennymac since XX/XX/XXXX, and we have made our payments consistently every month without fail. As we were preparing for an extensive family travel period from the first part of XXXX until XX/XX/XXXX, we took care to ensure all bills and payments were in order before our departure. In doing so, I updated our bank account information with Pennymac to a different checking account for the mortgage withdrawals and received a confirmation that everything was set. I've attached the confirmation. 

Unfortunately, upon returning home on XX/XX/XXXX, I discovered that neither account had processed the mortgage payments for XXXX or XXXX due to an issue with the auto withdrawal system of pennymac. It appears that the payment due date I lmade was too close with the current payment date for it to be update and activated. This techniqual issue was never brought to my attention at the time, further more, it was accepted. Any how, after speaking to the representative on XX/XX/XXXX I advised that the system voided out payment for the month of XXXX along with the original bank payment. In otherword, neither account auto account was auto processed. but never eventhough I recieved a confirmation. This resulted in both payments, XXXX and XXXX not processing. It was only after calling pennymac customer service today, I learned about this error and immediately made the missed payments during the call. 

In addition, I was informed that a late payment has been reported on both my credit report and my father-in-law 's credit report due to this situation. This is particularly concerning as we both have flawless credit histories which are vital for our property development business. 

I asked the representative at Pennymac if she could look into an exception due to techniqual issue that result in late payments along. I continued talking with her about the circumstances surrounding the technical issue with the website voiding the auto withdrawals that she could clearly see and was clearly able to explain to me what happened, I was certain she was going to be able to fix it. I pleaded with her and explained that with my travels and lack of awareness of this issue XX/XX/XXXX, I hoping there might be some way to fix this issue. The representative I spoke with was kind and empathetic towards my situation but mentioned that theres a strict no courtesy policy in place to remove any late payments from the credit bureau, no matter what the issue may be.... 

I continued to conveyed that my business is heavily dependent on my credit standing and earnestly asked for assistance in resolving this issue that has arisen. Unfortunately, the representative informed me that courtesy credit removal is not an option. However, she asked me to call the credit bureau and asked them to suppress the missed payment. I have never heard of this before..... I truly believe my situation warrants further consideration and looking into. 

I want to clarify that my missed payment was not due to financial inability or irresponsibility. I have always manage my payments diligently, and in this instance, the system unbeknown to me, voided out the payment due to technical issuesomething the representative acknowledged based on the footprint left on the website and she is familiar with this issue. She could see that everything that i've mentioned here is accurate based on her reviewing my footprint on my account. 

The screen shot that I attached from my pennymac account clearly shows I updating my auto checking account on XX/XX/XXXX which also contains the auto response that I've attached.. It clearly shows that the update was made prior to the XXXX payment due date. It clearly states that my updated autopay was sent over on XX/XX/XXXX. 

I kindly ask you to visit my case and consider the unique circumstances surrounding it. I truly appreciate any support you can provide in helping me resolve this matter. If there's any additional documentation or information needed from my end to facilitate a review of this matter, please let me know. Your assistance would mean a great deal to us as it could help protect our credit standing during what has been an unexpected challenge. 

Thank you again for your support. 

Warm regards,

Company response to consumer: Closed with non-monetary relief