Consumer complaint received 2024-12-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: PENNYMAC LOAN SERVICES, LLC.
State: UT

Complaint narrative:
My wife and I moved into our home in XX/XX/XXXX and as part of our monthly mortgage payment, we have been paying amounts held in escrow for property taxes, which has been managed by Pennymac XXXX XXXX. 

Around XX/XX/XXXX/XX/XX/XXXX, we received a notice ( attached ) from the Utah County Treasurer stating that our XXXX and XXXX taxes were delinquent. 

I called Pennymac XXXX XXXX in XX/XX/XXXX to resolve the issue. After discussion with a representative, they said they would look into it, resolve, and notify me on the resolution. No call was received. 

Sometime in the summer of XXXX ( XXXX ), I noted that our house payment went down a small amount, so I looked at the statement and noted that the escrow portion had changed, so I decided to look at my escrow. Although the payment went down, my escrow was showing a large deficit, which didn't make sense, so I looked at the account history in the XX/XX/XXXX and XXXX escrow analyses ( attached ). 

The account history per the statement shows that the following payments were made to the county out of my Escrow since we moved in : {$1700.00} in XX/XX/XXXX, {$1500.00} XX/XX/XXXX, and {$3800.00} XX/XX/XXXX. 

Imagine my surprise to find out that property taxes on a townhouse in rural Utah was ~ $ XXXX, based on the payment history above ( sarcasm ). Look at the notice from the county for actual amounts owed for XXXX and XXXX. Clearly something was wrong. It appeared to me that in XX/XX/XXXX, when they paid the {$3800.00} for delinquent taxes to the county, they didnt look into what happened to the XXXX and XXXX payment. The just blindly shoveled more money out of my escrow, dropping it into a deficit. So I called Pennymac XXXX XXXX. 

Between XXXX and XX/XX/XXXX, I am not sure how many hours I have been on the phone with Pennymac representatives trying to get this resolved, each time being told that I would be notified regarding resolution but never hearing anything. 

Things ultimately came to a head in XX/XX/XXXX when my escrow account was now showing that my escrow payments were going up to ~ $ XXXX to cover the shortage and begin accruing for future taxes. After hours being on the phone trying to get someone to help me, one rep said that " there is no refund from the county and your property taxes have been paid, you need to call the county and figure it out, '' so I called the Utah County Treasure 's office the same day. 

The County representative looked into it and concluded that Pennymac XXXX XXXX had paid against another parcel ( a neighbors property who has a very similar address ) in XXXX and XXXX out of my escrow, which had caused the delinquent tax notification previously mentioned that had started the whole thing as payments out of my escrow werent going towards my property taxes. 

I got email support from the County noting that Pennymac paid against the wrong parcel ( attached ) and went back to Pennymac, explained what the County had said, and provided the email support from the county. I made sure to talk with a supervisor to go over everything that I had just been through to ensure that this would get resolved. I was assured again that I would be notified regarding resolution, but still never heard anything. 

About a month ago ( XX/XX/XXXX ), I called in to see if anything was resolved, but just got the same from the Pennymac representatives, so I asked for a supervisor. I got a female supervisor named XXXX and began the process of trying to explain again what had happened. Took forever to get her to understand and actually look at the payment history, parcel numbers, and support from the County. When she did, she finally admitted that this was an issue, gave me her extension, and said she would get it figured out... and let me know when it was resolved. 

It's now mid-XXXX  and my account ( see attached screenshot ) is still showing a deficit, no amount has been refunded, and my monthly escrow payment for property taxes is going to be $ XXXX in XX/XX/XXXX, because I need to pay my own XXXX property taxes and Pennymac apparently expects me to cover their generous gift to my neighbor. 

I called Monday ( XX/XX/XXXX ) and asked to speak with XXXX ( never got a prompt for an extension ). After being on hold, the representative said XXXX would call the next day ( XX/XX/XXXX ). Never got a call, so I concluded that trying to get help from Pennymac was pointless. 

I need to get this resolved as soon as possible because, as noted above, my escrow payment is about to be doubled next month and nobody from Pennymac seems to understand or care to help. I have called multiple times and spent hours trying to get them to understand what was clearly apparent to the representative from the County Treasurers office. I shouldnt have to be the one doing all the work and it should be an easy fix. I have a XXXX wife and XXXX kids I support. I shouldnt have to pay for Pennymacs mistakes.

Company response to consumer: Closed with monetary relief