Consumer complaint received 2023-11-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Fees charged
Company: PENNYMAC LOAN SERVICES, LLC.
State: TX

Complaint narrative:
On XX/XX/2023 I discovered that {$1700.00} had been applied to our account. After weeks of questioning the mortgage company for details to no prevail, on XX/XX/2023 I filed a formal written request for a detailed invoice through the mortgage company message portal, and on XX/XX/2023 I filed a complaint with the XXXX XXXX XXXX After this complaint, I received a response and did get MINOR clarification regarding the matter, but the clarification was extremely minimal and a detailed invoice was not available. I was blatantly informed that although I do not have access to viewing the details of the charges, they are impossible to remove and that I would need to make some form of arrangement for them. I have been pressing for nearly 30 calendar days for a detailed invoice regarding the lawyer fees. Each time I have tried following up, I have been informed that either the mortgage company does not have it, or that they are investigating the invoice. They did end up removing {$600.00} for what they claim are invalid charges, but claim they are still investigating the rest which totals {$1100.00} It has been 40 calendar days since I made this discovery and started calling inquiring about details. 
It has been XXXX calendar days since I placed a formal written request for the detailed invoice pertaining to these fees. 
It has been XXXX calendar days since I filed a formal complaint with the Better Business Bureau in which I was told I would have a copy of the detailed invoice within 15 days. 
It has been XXXX calendar days since they removed the {$600.00} in fees off of the original amount but without details on the remaining portion. 

The mortgage company has placed charges onto my account without allowing me access to the details regarding this. 

In addition, as is heavily outlined in the records that I have and have also provided to the mortgage company , the entire reason they claim to have needed hiring a lawyer is shortsighted anyway. The matter at hand was due to past-due property taxes for our county, which was a result of massive oversight and understaffed complications from the county. The matter with the county has been resolved in part by making a payment plan and is also being investigated with the assistance of our County Commissioner for the removal of excessive fees due to the extreme complexity of our tax situation and the complications caused by the staff within the tax assessor and collectors offices.

I had a payment plan in place and signed BEFORE our mortgage company even hired a lawyer, removing any legal concerns, and therefore negating the need to intervene, which is why a supervisor claimed to have removed the {$600.00} in fees so far.

Our situation is no doubt, complex. However, to charge fees to an account without allowing access to the details of those charges is preposterous because we as consumers are not even able to view them for accuracy.

To further aggravate the situation, the mortgage company labeled these fees as " Borrower Requested Title Work '' which is how they got missed until I started digging into our account in greater detail. When I inquired about the mislabeling and how misleading that looks, this multi-billion dollar corporation responded that they have limited drop-down options. This only looks shady and misleading as a company of this capacity should be able to afford proper drop-down bar options when labeling thousands of dollars of fees. 

The company has been defensive, rude, abrasive, and dismissive, and refused me access to the details I need regarding fees applied to our account.

Company response to consumer: Closed with non-monetary relief