Consumer complaint received 2026-05-07 00:00:00
Product: Mortgage — USDA 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: KY

Complaint narrative:
PennyMac Loan Services LLC. I sent modification agreement due date XX/XX/year>XXXX signed and notarized via XXXX overnight shipping XX/XX/year>. Loan service Provider received on XX/XX/year>. Received a phone call and spoke with XXXX on XX/XX/year>XXXX that a new another modification agreement set was sent back out for corrections. Second set was signed and notarized XX/XX/year>XXXX and sent via XXXX overnight XX/XX/year>. Received a call XX/XX/year>XXXX that modification was denied due to not receiving signed modification agreement. I spoke with the Loan Service Provider on XX/XX/year>XXXX stating they were putting an escalation in as it appears the paperwork was received and modification was closed in error to call back the following Monday. I called on Monday XX/XX/year> to get an update they stated to call back 24-48 hours for an update. I called Tuesday XX/XX/year>, Loan Service Provider stated they could not find any notes or any ticket because they do not do tickets. After the representative stated it was declined due to paperwork not being received I then asked to speak to a supervisor the representative then stated they were able to locate who was speaking to the underwriter and was private messaging them for an update. That person ( unknown ) stated they were pending a response from the underwriter and to call back Wednesday for an update. I called Thursday XX/XX/year>XXXX for an update and was told to call back Friday that they would have a response. I called Friday XX/XX/year>XXXX and was told that the modification was declined on XX/XX/year>XXXX and there was nothing more that could be done. I asked why it was declined they stated due to the paperwork not being received I confirmed with the Loan Service Provider that both sets of papers were delivered via XXXX. They agreed and stated that the modification was still declined. I asked when the corrected paperwork was due back they stated there is no due date that they only ask for it to be a reasonable amount of time. I asked who determines reasonable and how does one determine what reasonable is. The representative stated she doesn't know then proceeded to act like she could not hear me. I called back and got the same representative and asked her to further explain how it was denied on XX/XX/year> without me having notice of when the paperwork was due or when it would be closed she stated that they ( Loan Service Provider ) was not responsible for providing me a due date or when the modification would be denied and closed. I asked if all details was provided to the underwriter and who actually requested the correction to the paperwork. The representative stated she could not tell me what details were provided and that PennyMac requested the corrections. The representative then stated the only thing to be done now is to apply for a new modification or pay the amount due in full, and that they can no longer discuss this matter with me. Additionally, if the modification was declined on XX/XX/year>XXXX why would I received a billing statement of my bill due on XX/XX/year>XXXX for the modification amount and no new bill sent since. I would like for the modification to stay as is and for it to be finalized as this was not a failure on my part but that of the Loan Service Provider.

Company response to consumer: Closed with explanation