Complaints
This profile includes complaints for PENNYMAC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 675 total complaints in the last 3 years.
- 212 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
PennyMac has continued to harass our office after a former client left our agency and took her business elsewhere. We have complied with Pennymac's requested numerous times, but they continue to call, sometimes actually several agents are all calling at once and they tie up all our incoming lines with these harassing calls. As of today at 1:12 pm, over the last 3 business days they have called our office TWENTY TWO TIMES.
Business Response
Date: 06/12/2025
Thank you for bringing this matter to our attention and allowing
PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and
respond to Ms. W******s concerns.
PennyMac strives to provide superior customer service and respond to
all inquiries in a timely manner. A detailed letter of explanation will
be sent to Ms. Wither under separate cover within 15 calendar
days.
PennyMac values and protects its customers’ confidential information.
Due to privacy reasons, we will refrain from posting any personal
information to the BBB site
as we do not disclose our borrowers’ personal information.Customer Answer
Date: 06/12/2025
I am rejecting this response because: They have offered no remedy for their actions, nor have they agreed to stop calling our office.
Regards,
A***** *******Business Response
Date: 06/13/2025
Thank
you for the additional information, and for speaking with our Priority
Complaint Specialist on June 12, 2025. Please be assured you will
receive a formal response addressing each of your concerns. Due to privacy
reasons, we will refrain from posting any personal information to the BBB
Site. This response will be mailed to you under a separate cover within
15 calendar days.Customer Answer
Date: 06/16/2025
I am rejecting this response because:I will continue to reject their reply until they agree not to call
Regards,
A***** *******Initial Complaint
Date:06/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I believe there may be some fraud committed against us by our mortgage lender Pennymac. We had gotten behind on our payments and have paid them thousands of dollars in the past 6 months to reinstate our mortgage. The most recent payment we paid them was in March 2025 of nearly $4,000 sent by Western Union. This was after we paid them through their app and the payment was denied, although it appeared to be accepted. They never let us know the payment was denied by any means. It was not until we were served default/foreclosure papers by the sheriff that we called them and they then made us aware that our initial payment was denied. After we sent the nearly $4,000 by western union we called them immediately to make sure they received it. Then in April 2025 we received an overage check of around $900 from Pennymac. So we felt that we were safe. In May 2025 we got on the app to make our regular payment of $495.58 and the app showed that we are in foreclosure and could not make a regular monthly payment. The bill had never been updated to show credit for payments made to reinstate our mortgage and put us in good standing. The bill states that we have paid $0.00 for the year of 2025. It also states that we have not paid anything since September/October 2024. They are now asking that we pay over $7,000 to reinstate our mortgage and stop foreclosure. They will not accept any less. We have not received anything about this prior to seeing it on their app and calling to get confirmation. We have no idea why we would pay all that money then receive an overage check just to have a demand of over $7,000 a month later. They are continually sending people here to make sure we are living at the property and charging us for it. They are constantly keeping lawyers involved and charging us for it. I was made to believe it would take 3 months of missed payments before such things were utilized and am confused of why it was only 30 days this most recent time.Business Response
Date: 06/04/2025
Thank you for bringing this matter to our attention and allowing
PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and
respond to Ms. H*******'s concerns.
PennyMac strives to provide superior customer service and respond to
all inquiries in a timely manner. A detailed letter of explanation will
be sent to Ms. H******* under separate cover within 15 calendar
days.
PennyMac values and protects its customers’ confidential information.
Due to privacy reasons, we will refrain from posting any personal
information to the BBB site
as we do not disclose our borrowers’ personal information.Customer Answer
Date: 06/05/2025
I am rejecting this response because:
Until I or my husband receive the information stated by Pennymac in the timeframe in which they have stated it will be received and we reach a truthful, fair agreement that the information is true and accurate I am going to continue to reject any response made by Pennymac and its associates. I appreciate the timely matter in which Pennymac has responded to my claims submitted to the BBB but will remain vigilant about this matter until it has been explained, updated and resolved. I have 3 children and this situation has left a stressful impact on our lives and ability to enjoy each day in fear of becoming homeless unjustly. I do believe there has been some fraudulent activity associated with my complaint on Pennymacs behalf by either Pennymac or a bad actor within the network weather Pennymac is aware or not.
Regards,
****** H*******Business Response
Date: 06/10/2025
Thank you for the additional
information. Please be assured you will receive a formal response
addressing each of your concerns. Due to privacy reasons, we will refrain
from posting any personal information to the BBB Site. This response will
be sent to you under a separate cover within 15 calendar days.
Additionally, a Priority Complaint Specialist attempted to reach you by phone
on June 10, 2025, but was
unsuccessful. We encourage you to make contact to further discuss, at your
earliest convenience, at (888) 381-4129, extension 28249,
Monday through Friday, 8:00 AM to 5:00 PM PT.Customer Answer
Date: 06/12/2025
I am rejecting this response because: I am still working on resolutions.
Regards,
****** H*******Customer Answer
Date: 06/21/2025
We are working with Patti Anderson who specializes in mortgage counseling and relief to resolve our issues and bring our mortgage payments current. I will update when I find out the results.Initial Complaint
Date:06/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I’m the court-appointed representative for my late mother’s estate, trying to sell her home to satisfy the remaining mortgage — and PennyMac has made an already difficult situation exponentially worse.
Despite multiple documented requests for callbacks through their loss mitigation department, I’ve received no response. I’m just days away from a foreclosure-triggering loan modification deadline. The property is actively listed, we’ve dropped the price, and had several buyer showings over the weekend — but I can’t even get someone on the phone to discuss options.
This isn’t just poor customer service — it’s potentially illegal. As the legal heir and administrator of the estate, PennyMac has an obligation to communicate and work with me under federal successor-in-interest and heir protection laws (CFPB Regulation X). Their failure to do so could be a direct violation of those protections.
For a company that claims to work with grieving families and estate representatives, their silence and inaction are shameful. If you are dealing with the loss of a loved one and need to resolve property matters in good faith: Avoid PennyMac at all costs.Business Response
Date: 06/02/2025
Thank you for bringing this matter to our attention and allowing
PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and
respond to Mr. S********'s concerns.
PennyMac strives to provide superior customer service and respond to
all inquiries in a timely manner. A detailed letter of explanation will
be sent to Mr. S******** under separate cover within 15 calendar
days.
PennyMac values and protects its customers’ confidential information.
Due to privacy reasons, we will refrain from posting any personal
information to the BBB site
as we do not disclose our borrowers’ personal information.Customer Answer
Date: 06/02/2025
I am rejecting this response because:there’s been numerous calls and requests for call backs and they’re horrible about communicating. I don’t have time for letters to be sent in two weeks. I’m an administrator handling an estate with possible illegal foreclosure. I need direct contact with lender. Not another letter in mail. I believe they’re properly declining my calls so house will be foreclosed on. I have not been given proper assistance with estate from lender.
Regards,
******* S********Business Response
Date: 06/05/2025
Thank you for the additional
information. Please be assured you will receive a formal response
addressing each of your concerns. Due to privacy reasons, we will refrain
from posting any personal information to the BBB Site. This response will
be sent to you under a separate cover within 15 calendar days.
Additionally, a Priority Complaint Specialist attempted to reach you by phone
on June 4, 2025, but was
unsuccessful. We encourage you to make contact to further discuss, at your
earliest convenience, at (888) 381-4129, extension 28249,
Monday through Friday, 8:00 AM to 5:00 PM PT.Customer Answer
Date: 06/06/2025
I am rejecting this response because:PENNYMAC has been horrible to me. Haven’t responded to multiple 3+ call back requests. I understand you won’t respond with personal info on here but I posted this a while ago and PENNYMAC hasn’t attempted to contact me. Speaking with lawyer about legal action. It’s funny because I can totally help you guys not foreclose my deceased mothers house but PENNYMAC would rather foreclose and lose money then let me take over as heir. Horrible ethics.
Regards,
******* S********Initial Complaint
Date:05/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called Pennymac to ask to have the PMI deleted since our home value far-exceeded the 80% or lower needed. I was told that it was based on the original loan amount and not market value. However, one of their supervisors did tell me that new rules allowed for PMI deletion based on market value, provided I paid them $190 to assess the property. This was on a recorded call, per their declaration. I told the supervisor that I just had it appraised the week prior for a home equity loan by my bank. I had pictures of the exterior and interior included as as required for the appraisal. He said I could submit that as an attachment via their message center and they would submit it to Fannie Mae for approval. Once I did that, I received a message the next day rejecting my submitted appraisal and claiming that I had to pay their fee for their appraisal or pay over $3000 to delete the PMI. It also shows that it was never submitted to Fannie Mae as promised and simply rejected immediately by them. Coincidentally, I just received an offer in the mail from them to help me “tap into my equity” and also stating their acknowledgement that “With US home values high, now is a good time to cash in on the equity of your 3212 Indigo Ln home.” This further supports my assertion that my assessed value is much higher than the original loan and I believe that their refusal to honor the third party appraisal from my credit union amounts to predatory lending and extortion in order to secure funds for what they would stand to lose with my $106 monthly PMI payment.Business Response
Date: 05/23/2025
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”)
the opportunity to review and respond to Mr. R********'s concerns.
PennyMac strives to provide superior customer service and respond to all inquiries in a timely manner. A
detailed letter of explanation will be sent to Mr. R******** under separate cover within 15 days.
PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will
refrain from posting any personal information to the BBB site as we do not disclose our borrowers’ personal
information.Customer Answer
Date: 05/23/2025
This is not a rejection, but I had to select this option as the only other option would close this case as settled and that also does not apply. Pennymac has stated they will look into this and will contact me within 15 days. After that, I will update whether or not I accept the outcome.
Regards,
***** R********Business Response
Date: 05/23/2025
Thank you for the
additional information. Please be assured you will receive a formal
response addressing each of your concerns. Due to privacy reasons, we
will refrain from posting any personal information to the BBB Site. This
response will be sent to you under a separate cover within 15 calendar days.
Additionally, a Priority Complaint Specialist attempted to reach you by
phone on May 23, 2025 , and provided a voicemail for a callback. We encourage you to
make contact, to further discuss, at your earliest convenienceCustomer Answer
Date: 05/27/2025
I am rejecting this response because:Again, this is not a rejection, it’s simply an acknowledgement of your message. I did return the call that you left and spoke with an Angel I believe his name was. His call was just to give me the same information that they are looking into the matter. Based on their findings, I will either accept or reject at that time. Thanks.
Regards,
***** R********Initial Complaint
Date:04/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
PennyMac hires 3rd party Insuranceclaimcheck.com to handle processing of insurance checks from insurance companies for repair of the home.
PennyMac wrongfully and in violation of Florida Law is trying to force the homeowner to hire a contractor when a contractor is not needed to do repairs to the home before releasing money for the repairs. This is civil theft for PennyMac to hold my funds to fix my home.Business Response
Date: 04/22/2025
Thank you for bringing this matter to our attention and allowing
PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and
respond to Mr. M******'s concerns.
PennyMac strives to provide superior customer service and respond to
all inquiries in a timely manner. A detailed letter of explanation will
be sent to Mr. M****** under separate cover within 15 calendar
days.
PennyMac values and protects its customers’ confidential information.
Due to privacy reasons, we will refrain from posting any personal
information to the BBB site
as we do not disclose our borrowers’ personal information.Initial Complaint
Date:04/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am an active-duty military member currently facing significant delays with PennyMac Loan Services, LLC in processing a VA loan assumption. PennyMac’s timeline of 60 to 90 days to complete this process is unreasonably long and has caused me considerable frustration and hardship. As an active-duty service member, my time at home—especially during a military transfer—is extremely limited and unpredictable. These excessive delays feel like a complete insult to the sacrifices made by active-duty military members and veterans who rely on VA benefits, which are intended to support us, not hinder us.
The VA loan assumption process is a critical part of transitioning my home during a Permanent Change of Station (PCS), and PennyMac’s slow response is disrupting my ability to manage this move effectively. I have provided all required documentation promptly, yet the lack of urgency and communication from PennyMac has left me in limbo, risking financial strain and unnecessary stress during an already challenging time. For a company servicing VA loans, I expected a process that respects the unique demands of military life, not one that exacerbates them.
**Desired Resolution:**
I request that PennyMac immediately prioritize and expedite my VA loan assumption to be completed within 14 business days from the date of this complaint. Additionally, I ask for a written explanation of why the process takes 60 to 90 days and what steps PennyMac will take to improve their service for military members and veterans in the future. Clear communication from a dedicated representative throughout the remainder of the process would also help resolve this issue.
I've spoken to customer service and your assumption department 3 times on this issue.
Thank you for your time,
Chief Petty Officer A******** ********
###-###-####Business Response
Date: 04/03/2025
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”)
the opportunity to review and respond to Mr. W******** concerns.
PennyMac strives to provide superior customer service and respond to all inquiries in a timely manner. A
detailed letter of explanation will be sent to Mr. W******* under separate cover within 15 days.
PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will
refrain from posting any personal information to the BBB site as we do not disclose our borrowers’ personal
information.Customer Answer
Date: 04/03/2025
Complaint: 23157545
I am rejecting this response because:
Regards,
A******** ********Customer Answer
Date: 04/04/2025
The business only addressed one tiny part of my complaint and ignored the majority of the complaint. Why are you marking it closed?Initial Complaint
Date:03/27/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Pennymac made a huge mistake on my 1098, mixing up my broker fee with the money I spent on buy down points to lower my interest rate. When first contacted on March 17th, they told me they see the error they made and it would take 10 business days to fix. After explaining the urgency and the severity of their mistake, they told me they could get it done in 5. 7 days later, I received an email stating my new 1098 had been uploaded. They uploaded the original 1098 from January, with zero corrections. It’s starting to seem this was intentional to try and trick me into filing and losing $8,505 of write off, because they keep pushing Back the completion date. I called them again after seeing this, talked to 3 different people, and everyone said they would get it done right away. My mortgage broker has also been speaking with her contact at pennymac to get this resolved. Yet today I get a call saying another 10 days. This is absolutely unnaceptable and extremely unprofessional. It takes 2 minutes to bring up a 1098 in their system and correct the number in box 6. Yet they’ve spent more time pushing it off on others, and giving me fake deadlines which they clearly never intend to meet.Business Response
Date: 03/27/2025
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”)
the opportunity to review and respond to Mr. S**********'s concerns.
PennyMac strives to provide superior customer service and respond to all inquiries in a timely manner. A
detailed letter of explanation will be sent to Mr. S********** under separate cover within 15 days.
PennyMac values and protects its customers’ confidential information. Due to privacy reasons, we will
refrain from posting any personal information to the BBB site as we do not disclose our borrowers’ personal
information.Customer Answer
Date: 03/28/2025
Complaint: 23125912
I am rejecting this response because:
15 days is an unnaceptable time frame. It puts the correction at the deadline of tax season. This is however, a perfect example of how Pennymac handles their mistakes. On their own, drawn out timeline with no regards to their customer.
Regards,
***** S**********Business Response
Date: 04/02/2025
Thank you for the additional information, and
for speaking with our Priority Complaint Specialist on March 31, 2025. Please be
assured you will receive a formal response addressing each of your
concerns. Due to privacy reasons, we will refrain from posting any
personal information to the BBB Site. This response will be mailed to you
under a separate cover within 15 calendar days.Customer Answer
Date: 04/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23125912, and find that this resolution is satisfactory to me.
Regards,
***** S**********Initial Complaint
Date:03/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I just bought my home. Pennymac agree to stop payments owed till after I finished the paramedic program at Cecil College that I have been enrolled in since I lost my job at Amazon because Bart England and Jacent threated and attempted to rape me and now are stalking me still. Pennymac has begun sending me bills after stating that I did not owe any payments at this time. Pennymac has disrupted my life and caused chaos. Pennymac also agreed that a new roof would be put on my home prior to the sell date however they did not do anything they said they was going to do.Business Response
Date: 03/24/2025
Thank you for bringing this matter to our attention and allowing
PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and
respond to Ms. S******'s concerns.
PennyMac strives to provide superior customer service and respond to
all inquiries in a timely manner. A detailed letter of explanation will
be sent to Ms. S****** under separate cover within 15 calendar
days.
PennyMac values and protects its customers’ confidential information.
Due to privacy reasons, we will refrain from posting any personal
information to the BBB site
as we do not disclose our borrowers’ personal information.Initial Complaint
Date:03/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Called
LLC pennymac about reporting my payment history to the credit Bureau and they said could not because it never had no affirmation and went on to say they had no record of affirmation so I ask them why they couldn’t report it and they said my lawyer should have done this and now the attorney who handled this is deceased and no longer in practice it was my problem now and they hung up.Business Response
Date: 03/24/2025
Thank you for bringing this matter to our attention and allowing
PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and
respond to Ms. T*****'s concerns.
PennyMac strives to provide superior customer service and respond to
all inquiries in a timely manner. A detailed letter of explanation will
be sent to Ms. T***** under separate cover within 15 calendar
days.
PennyMac values and protects its customers’ confidential information.
Due to privacy reasons, we will refrain from posting any personal
information to the BBB site
as we do not disclose our borrowers’ personal information.Initial Complaint
Date:03/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying like crazy to talk with someone about my loan. You guys call me and tell me one thing and then I call and get told something totally different. I am 100% confused and don't understand why we can't get on the same page? First you guys say I can't make a partial payment, then you say I can, so I called to do so and you say I can't. Then you guys say I can make payments on my escrow on a 5-year term then you guys say I can't. Like, I don't understand? Then you guys send me a letter saying you sent Allstate over $5,000. Allstate has never sent me a check and I have never had Allstate. But yet no one knows what I'm talking about when I call. I attached a bank statement showing the only thing I've ever paid to allstate was a car insurance payment which I was refunded.Business Response
Date: 03/19/2025
Thank you for bringing this matter to our attention and allowing
PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and
respond to Mr. H********' concerns.
PennyMac strives to provide superior customer service and respond to
all inquiries in a timely manner. A detailed letter of explanation will
be sent to Mr. H******** under separate cover within 15 calendar
days.
PennyMac values and protects its customers’ confidential information.
Due to privacy reasons, we will refrain from posting any personal
information to the BBB site
as we do not disclose our borrowers’ personal information.
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