Consumer complaint received 2026-03-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: PENNYMAC LOAN SERVICES, LLC.
State: OH

Complaint narrative:
I am submitting this complaint regarding repeated failure by my mortgage servicer, Pennymac, to properly evaluate and process our hardship assistance request. We have submitted XXXX separate Mortgage Assistance Applications : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX Each application included full income documentation and a detailed hardship explanation requesting a short-term forbearance with payment deferral due to temporary financial hardship. For context, our household previously experienced a job loss and period of unemployment, during which we worked with Pennymac and were approved for a loan modification on XX/XX/XXXX. Since that time, we have returned to full employment and have remained committed to maintaining our mortgage. Our current hardship is temporary and related to cash flow strain from increased expenses, and financial obligations. My husband is fully employed, earning approximately {$110000.00} annually and is scheduled to receive a {$7000.00} bonus within the next XXXX months. We also received a {$3000.00} tax refund. We anticipate being able to fully resume normal mortgage payments by XX/XX/XXXX. Importantly, as of XX/XX/XXXX, we have used our tax refund and available funds to make substantial good-faith payments, bringing our loan more current by paying the XXXX and XXXX mortgage payments. We are actively working to stabilize and avoid further delinquency. Despite clearly explaining, both in writing and through multiple phone calls that we can not afford an increased payment, Pennymac has repeatedly responded with the same repayment plan requiring payments of approximately {$4400.00} per month. Our current mortgage payment is approximately {$2900.00} per month, which is already increased again in XXXX and difficult under current circumstances. A repayment plan that increases our payment by over {$1400.00} per month is not feasible and does not resolve our hardship. We have made every effort to communicate proactively and in good faith. We have explained multiple times that a repayment plan is not affordable and have requested alternative options such as : Short-term forbearance Payment deferral Loan modification review if necessary We were instructed by Pennymac representatives to reapply multiple times and submit additional documentation, which we have done. XXXX times.... However, we continue to receive the same unaffordable repayment plan without a clear explanation as to why our forbearance request has not been addressed. We have called several times today, XX/XX/XXXX to speak to a representative in the " payments department '' to discuss this last go around of application outcome, and we are instantly connected to the automated service. We are unable to get a live person on the phone in the Finance area and avoid the basic call center run around .. We want the financial department and that is near impossible to get no matter how may times we try with the call center. Additionally : Our online account continues to show that a forbearance is pending, while we are verbally told conflicting information. We have been unable to reach the point of contact listed in our correspondence. We have received inconsistent and unclear communication despite multiple attempts to resolve this responsibly. We are not refusing to pay our mortgage. We are actively making payments and attempting to resolve this situation responsibly before it worsens. What we are requesting : A formal and complete review of our hardship request Consideration for a short-term forbearance ( XXXX months ) Evaluation for payment deferral ( moving missed payments to the end of the loan ) Clear written explanation of all available options under our loan guidelines Clarification as to why our forbearance requests have not been approved despite multiple complete applications. We respectfully request that this matter be escalated to a senior-level or executive resolution team for proper review. Thank you so much.

Company response to consumer: Closed with explanation