Consumer complaint received 2025-12-29 00:00:00
Product: Mortgage — VA 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: GA

Complaint narrative:
Pennymac has finally decided to provide letters dated between XX/XX/XXXX and XXXX on XX/XX/year>. However, these letters were produced only after the initial two complaint were filed by XXXX XXXX XXXX XXXX ( XXXX ) with the CFPB. Prior to filing the complaint, we received only XXXX letters, and a bunch of promises multiple Pennymac representatives confirmed that no correspondence to XXXX XXXX XXXX XXXX had been mailed to us in months. 

XXXX. Failure to Provide Reinstatement Quote XX/XX/year> On XX/XX/year>, A call was placed to Pennymac by XXXX XXXX XXXX XXXX and specifically requested a reinstatement quote with the intention of bringing the loan current. This document was never mailed or provided, despite multiple follow-ups. This prevented us from making payments to reinstate the loan. 

XXXX. Loss Mitigation Call XX/XX/year> During the XX/XX/XXXX call with Loss Mitigation, ( XXXX XXXX XXXX XXXX ) was temporarily not authorized due to ongoing SSI paperwork, yet it was clearly explained again that the reinstatement quote had not been received. No one offered a solution, no explanation was provided, and no extension of SSI status or documents were sent. Despite being verified and Pennymac advising the documents would be sent. No representative attempted to help after realizing no mail ( promise documents were not mailed ). You cant receive something that was never mailed! 

XXXX. Wrongful Vacancy Determination XX/XX/year> At no time was Pennymac advised the property was vacant. A Pennymac representative later confirmed that their system showed the property as occupied, but Pennymac failed to communicate this to their contracted company, XXXX. 

Under Georgia law, a home is not vacant or abandoned simply because the occupant is present only a few days per week. Many individuals commute for work and return home intermittently. Pennymacs miscommunication led to the wrongful classification of the property as vacant. 

XXXX. Failure to Send Successor of Interest ( SOI ) Packet and Reinstatement Letter XX/XX/year> On XX/XX/XXXX, a Pennymac representative stated that a Successor of Interest packet and reinstatement letter would be mailed to XXXX XXXX XXXX XXXXXXXX, but Nothing was received. 

A representative named XXXX later stated she did not know why these documents were never sent and said she would request them again. She also stated she would send our temporary administration paperwork to the foreclosure department so they could consider postponing the foreclosure date. We have not received any confirmation of such action. 

XXXX. Lack of Guidance and Inconsistent Information Throughout this process, Pennymac has not provided clear instructions on how to complete the Successor of Interest process to any member of ( XXXX XXXX XXXX XXXX ) or how to prevent foreclosure. Representatives, including XXXX ( Priority Complaint Specialist ), were unable to articulate next steps. XXXX stated she would get clarification from her team, but we have received no follow-up. Today is XX/XX/XXXX and we have yet to hear back or receive helpful information from XXXX. 

We were instructed to create an XXXX and provide the documentation, which we did in good faith, yet this has not resolved the issue. 

XXXX. Pattern of Withholding Information Until After CFPB Complaint and Denying the XXXX  requested information Pennymac is now providing letters months later, only after the CFPB complaint was filed, but their staff still can not explain, interpret, or provide direction based on those letters. If Pennymacs own representatives can not read or understand the guidance they issue, it is unreasonable to expect consumers to do so. 

Pennymac has also denied XXXX XXXX XXXX XXXX the right to receive the requested information regarding our fathers property. This denial occurred despite XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX ) previously providing the requested/ valid documentation that qualified her as a Successor of Interest through XXXX XXXX. 

Pennymac improperly denied XXXX XXXX XXXX XXXXXXXX access to requested information concerning our fathers property. This denial is unjustified and inconsistent with federal mortgage servicing regulations. XXXX XXXX daughter previously submitted valid and complete documentation establishing her status as a Successor in Interest, which remained in effect until XX/XX/year>. Despite this confirmed authorization, Pennymac refused to release information, incorrectly claiming that the requesting party was not authorized. This failure to recognize XXXX XXXX XXXX XXXX has obstructed XXXX XXXX ability to manage the loan and constitutes a failure to comply with applicable servicing obligations. XXXX was temporarily made the SSI but unfortunately didnt receive any information ( at no fault of ours ) requested during or after the time expired as a SSI or as XXXX XXXX XXXX XXXX 

Summary of Concerns Pennymac failed to provide critical documents required to reinstate the loan. 

Pennymac denied the right to provide critical documents to the XXXXXXXX XXXX XXXX 

Pennymac misclassified the property as vacant due to internal errors. 

Pennymac representatives provided inconsistent and unclear information. 

No meaningful assistance or guidance was provided to help save my fathers property. 

It remains unclear whether Pennymac ever intended to process us as Successor in Interest, despite letters dating from XX/XX/XXXX to XX/XX/XXXX stating. 

Pennymacs actions and omissions have directly prevented XXXX XXXX XXXX XXXXXXXX from legally and financially resolving this matter.

Company response to consumer: Closed with explanation