Consumer complaint received 2026-02-05 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: PENNYMAC LOAN SERVICES, LLC.
State: CA

Complaint narrative:
CFPB Complaint Narrative Repeated Misrepresentation of Trial Payment Amounts I am requesting that this CFPB complaint remain open due to an ongoing, repeated servicing error by PennyMac involving misrepresentation of XXXX  loss XXXX trial payment amounts. 

This is the same sequence of events that occurred during my prior trial plan and directly led to my current XXXX 

XXXX XXXX XXXX ( Historical Reference ) : During my prior trial plan, I was quoted a trial payment of approximately {$2800.00}. At that time : The base mortgage payment was approximately {$2200.00} XXXX and insurance brought the total payment to approximately {$2800.00} The {$2800.00} figure represented the total monthly obligation, not the base principal-and-interest amount alone. 

Current Event ( Repeat of Same Error ) : In my most recent discussion with PennyMac, I spoke with XXXX, XXXX XXXX XXXXXXXX ( XXXX. XXXX ) regarding an XXXX standalone partial claim. I was quoted and accepted, in good-faith reliance, a first trial/standalone payment of approximately {$2800.00}, consistent with the prior structure and my reasonable understanding that this amount represented the total payment. 

After accepting the program, PennyMac stated that : The mortgage payment alone is now {$2800.00}, and XXXX  and insurance are added on top, bringing the total monthly payment to approximately {$3000.00} This represents a material change to the payment structure after acceptance and is the same exact servicing error that occurred during my prior trial, where the payment amount was represented in a way that excluded escrow and insurance and later increased. 

Why This Is a Servicing Error : PennyMacs communications fail to clearly and consistently distinguish between : Base mortgage payment, and Total monthly payment including escrow and insurance Under CFPB servicing standards and XXXX loss mitigation requirements, servicers must provide clear, accurate, and non-misleading information, particularly when quoting trial payments that borrowers rely on to decide whether to accept loss mitigation options. 

Quoting a trial payment amount that later excludes escrow and insuranceafter borrower acceptanceconstitutes a material misrepresentation and repeated servicing failure. 

Requested Resolution : XXXX Review of call recordings and servicing notes for both the prior trial and the current XXXX XXXXXXXX claim discussion XXXX. Written confirmation that the originally quoted {$2800.00} represented the total monthly payment, or correction of the trial payment to reflect that amount XXXX. Correction of PennyMacs internal processes to prevent this repeat error XXXX. Closure of this complaint only after written confirmation and correction Until this discrepancy is resolved and corrected in writing, the issue remains open and ongoing.

Company response to consumer: Closed with explanation