Mortgage -- Trouble during payment process -- Complaint #5244998
Complaint Overview
Complaint ID: 5244998
Company: Pennymac Loan Services, LLC.
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
State: Idaho
ZIP Code: 83616
Date Received: 2022-02-21T12:00:00-05:00
Date Sent to Company: 2022-02-21T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
XXXX XX/XX/2021, I attempted to pay off my home 's $ XXXX principle. I logged into PennyMac.com website to accomplish this. PennyMac 's system accepted a XXXX daily payment of {$99000.00}. I paid this amount on XXXX XXXX then attempted to make my XXXX payment but their system wouldn't allow me to pay the remainder. I attempted several amounts until it accepted another $ XXXX amount ( XXXX XXXX ). The $ XXXX difference it would never let me pay so I phoned & after XXXX min of wait time I was able to speak with an agent. I was told I had to request a payoff amount to conclude the loan and it would cost? {$20.00}. I reluctantly accepted this ( twice as I recall ) but never received the payoff amount ( didn't verify but probably was charged the fee ). Disappointed & not desiring to spend the time or money to speak with another representative to try a third time, I decided to incur the incremental finance charges & let my monthly recurring deduction cover the XXXX XXXXXXXX balance ( PennyMac has been deducting XXXX XXXX monthly since the loan 's inception ). In XXXXXXXX, I owed ~ {$800.00} so expected their auto withdrawal would pay off my balance but PennyMac unexpectedly ceased withdrawing from my account. In XXXX, I received a notice that I was XXXX months behind in making house payments. I phoned again - spending my XXXX minutes with their representative. I attempted to pay to remove myself from the " Delinquent '' status but she was unable to accept due to only owing {$860.00}. She informed me she was going to request a payoff amount & it'd post in my account in XXXX hours. I shared the failure of this process in times past. She suggested I provide my fax number as this is apparently a more dependable process. I'm like most of the XXXX population that does not have a fax machine for personal use & find this a clear indicator of a business trying not to facilitate communication. So, I checked my online account for this payoff note but it was not there. Today, I had a person pull into my drive to take photos of the house at the request of PennyMac. I believe PennyMac is purposely making it difficult/impossible for their consumers ( me specifically ) to payoff their loans. I believe their motive is clear ( incremental interest billing, fees & fines, deed to a XXXX XXXXXXXX home where all but {$860.00} has been paid off ).
Frequently Asked Questions
What is Complaint #5244998 about?
Complaint #5244998 was filed against Pennymac Loan Services, LLC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-02-21T12:00:00-05:00.
How did Pennymac Loan Services, LLC. respond to this complaint?
The company responded with: "Closed with non-monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Pennymac Loan Services, LLC.?
Yes, visit the Pennymac Loan Services, LLC. company profile at readthecomplaint.com/company/pennymac-loan-services-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.