Consumer complaint received 2024-05-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: PENNYMAC LOAN SERVICES, LLC.
State: TX

Complaint narrative:
MESSAGE CENTER This Message Center is your secure mailbox to send, receive, view and reply to Pennymac Subject : Loan Information From : Pennymac Loan Specialist When : XX/XX/year>XXXX XXXX XXXXXXXX XXXX Re : Loan Dear, This is in response to your recent emails, all concerns will be addressed here. I reviewed all your secure messages. I apologize for any confusion and frustration this matter has caused you. Allow me to confirm. The reason we mention the PMI is because you have a Conventional loan with PMI. Due to this reason we are unable to remove the MUD taxes and the homeowners insurance from your escrow. As previously mentioned, in order to submit a request to remove the MUD and insurance from your escrow the PMI would need to be removed first. Conventional loans with PMI require you to have the escrow account. I hope this secure message sufficiently addresses your concerns. If not, please contact our customer service at XXXX. Follow these prompts : Enter the last of your social security number. Listen through the recording, select XXXX to continue. XXXX XXXX, select XXXX again. Listen through the recording and select XXXX. The next step will be to connect you with a representative. Our hours of operation are between XXXX XXXX XXXX XXXX XXXX XXXX, Monday through Friday, and XXXX XXXX XXXX XXXX XXXX XXXX on Saturday. Thank you, XXXX. 

Sincerely, The Pennymac Team Subject : Loan Information From : Customer When : XX/XX/scrub>XXXX XXXX XXXX XXXX  Re : Loan MUD tax paid to MUD office and home owners insurance I will pay myself. Remove from monthly mortgage payments. XXXX XXXX? XXXX XXXX Subject : Loan Information From : Customer When : XX/XX/scrub>XXXX XXXX XXXX XXXX  Re : Loan I have NOT MENTIONED PMI DELETION. Your rep did the PMI deletion on the loan which I stated NOT TO DO, Stop bringing up the PMI. I stated I would : XXXX. Pay my own MUD taxes on my loan. I have spoken with the XXXX XXXX XXXX MUD office. REMOVE from my monthly .escrow. XXXX. I will pay my own mortgage insurance to STATE FARM. Remove from my escrow payment. XXXX. Do what I am requesting NOW! XXXX. XXXX months into the year of XXXX PENNYMAC has screwed the loan on my loan XXXX, I am a senior citizen on a fixed income. XXXX. Get the loan the fix immediately and read what I am saying. XXXX XXXX Subject : Loan Information From : Pennymac Loan Specialist When : XX/XX/scrub>XXXX XXXX XXXX XXXX Re : Loan # Dear, Our preliminary review indicates your XXXX does not satisfy the requirements for deletion based on Original Value. You may be eligible to be reviewed based on XXXX XXXX. The next step to proceed is to perform an interior and exterior valuation. This will require us to ask a few questions and collect the valuation fee of {$190.00}. To better inform you, an analysis was performed on your current PMI policy, and if you decide not to proceed with this deletion request, you are expected to pay an estimate of {$15000.00} until the Auto Termination of your PMI. Do you consent to an interior and exterior evaluation? 

Sincerely, The Pennymac Team Subject : Loan Information From : Pennymac Loan Specialist When : XX/XX/scrub>XXXX XXXX XXXX XXXX Re : Loan Dear, In your message you stated that an error occurred on your account. Regarding the escrow analysis due to your taxes and PMI deletion information. My review of your account determined that the error you described did not occur. Upon review of your account for escrow deletion, this loan is a Conventional Loan with Borrower Paid Mortgage Insurance which requires you to maintain an escrow account in accordance with your loan documents. However, when Private Mortgage Insurance can be deleted in accordance with your PMI disclosure, the escrow account may be deleted if it meets the other deletion criteria at that time. This is why the PMI deletion information is provided to you. Your PMI would have to be deleted before taxes and insurance can be handle by you. As taxes and insurance is included in your escrow account, no action is required from you for payment to be made, until PMI is deleted, and you are approved for escrow deletion. Thank you for letting us know that you have received a partial Tax Exemption. Once the new tax amounts are released from your county, please provide Pennymac documentation with the confirmed amounts. You stated take off mortgage insurance, for Private Mortgage Insurance removal a PMI specialists will address your concerns soon. Thank you for allowing me the opportunity to be of service. I hope this secure message sufficiently addresses your concerns. If you have additional questions please call our Customer Service Department at ( XXXX ) XXXX or reply to this secure message. Our office hours are XXXX XXXX XXXX XXXX XXXX, Monday through Friday, XXXX XXXX XXXX XXXX XXXX Saturday XXXX. Thank you, XXXX XXXX, The Pennymac Team Subject : Loan Information From : Customer When : XXXX XXXX XXXX XXXX Re : Loan XXXX. You folks have screwed up my account with changes to the loan. XXXX. Analyzing my loan has been a failure because of your lack of experience processing and handling my loan. XXXX. I never asked for PMI deletion on my loan. STOP bring it up. Your folks on your side screwed this up. XXXX. MUD Tax office - XXXX will send me the bill for paying my taxes. I do not want this included in my monthly payment. XXXX. I already know I have a partial exemption. XXXX. The loan does not have a negative balance. All of the negative was done by your office on my loan. XXXX. I will pay my homeowner 's insurance. I have spoken with XXXX XXXX. XXXX. Take off the mortgage insurance and XXXX. MUD tax monthly payments on my loan I will pay myself. XXXX XXXX

Company response to consumer: Closed with explanation