Complaints
This profile includes complaints for PENNYMAC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 671 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:01/16/2023
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 Loan services sent my flood insurance payment late, from my escrow account which was in good standing. Since the payment was sent late my policy was cancelled, therefore having to be rewritten which caused the premium to be more than my previous premium. My premium is $15.50 per month higher, because of PENNYMAC loan services negligence. To top things off I get this nice little letter from PENNYMAC loan services saying that I now owe $50 for the lapse in coverage for which they caused. One thing I found kind of strange is that while I was on the phone with a representative of another department I told him what was going on, he says I’m sorry to hear that it is not the first time I have heard of this happening. The only thing pennnymac has done to resolve the issue, is to only make me pay what my daily premium would be with the insurance I provided, which is preposterous. I believe pennymac should have to cover the difference in the cost of the premium, after all I have made every one of my loan payments on time, it’s only because of them, that my cost have changed.
Pennymac tells me that they had sent the check on time, but they refuse to send me a letter explaining dates that they sent them. Why is it they can’t send a letter of explanation like the flood insurance policy holder, has sent?
Business Response
Date: 01/16/2023
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 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:01/11/2023
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.
On 12/21/2022 I received my JAN 2023 payment statement and noticed my house payment was going up $30 a month. I called the customer service / ESCROW dept to find out why? They told me that my county taxes were increased. I sent the rep at Oennymac the tax sheet I have received which differed from their amounts. I was asked to send them my tax sheet which I scanned to them. I was told by the rep that I was not given the correct exemptions. She was adjusting my monthly payment DOWN from $1829 ( new payment ) to the NEW UPDATED amt of $952. I told her that did not look right. She said it was. I closed the call and called right back. Spoke to another agent and was told an error had been done. The previous agent put out county tax rate as 100% exemption. Removing our county taxes from our escrow which lowered our monthly payment in error. I called 1 3rd agent - Jessica-and was told that a escrow refund of almost $2500 was being refunded to my checking account in error. Was told to return it and they would do an off-cycle ESCROW review. I asked if there was a shortage in ESCROW we would pay that right away. Was instructed to wait for the result of the off cycle review for the taxes to be put back in and that the payment would be adjusted down. She add to call back after Jan 1, 2023. I called back and got a new agent. Explained AGAIN the issue. Was told since we did not pay the shortage before Jan 1, our payment is now going up $100 a month !!! I called back again and this time asked for a manager to help me. Was on hold for over an hour. Someone kept coming back on the phone to again put me on hold and after an hour 15 minutes more. The call dropped. I need a manager to take care of this ASAPBusiness Response
Date: 01/11/2023
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Ms. G*******'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. G******* 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: 01/11/2023
I am rejecting this response because: I spoke with a Supervisir who has said will call me on Friday to do a New UPDATED Escrow analysis. Will see what the propose at that time an will update.
Regards,
******** G*******Business Response
Date: 01/12/2023
Please be advised, you will receive a response within 15
days from the date in which you made the request, under a separate cover letter
in the mail. 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:01/09/2023
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.
I'm filing this complaint because I can't get a resolution with my mortgage company for making the mistake of placing Mandatory FLOOD Insurance premium on my account stating I didn't provide them with my own Private Flood Ins Policy so they added over $300+ to my monthly mortgage pmt and also almost $318 in other charges stating that my Homeowners INS has increased and it has not. I called my Ins agent Brian Rawling with Trotter Ins Agency in Rockwall TX and my policy hasn't increased it went down.. So I have demanded that Pennymac correct the incorrect adjustments that they placed on my account and then I demanded a refund ASAP as this has caused me financial distress I have 4 other bills that were set up for auto drafts that were returned and now has me in a financial bind. This is the 2nd time in 12 months that Pennymac has caused me a financial hardship for errors made on their end and I want action immediately. I can give you the names of every representative I've spoken with since 12/28/22 Love, E***, ***** ***** ******** ******** ******* ****** and E*** and NO ONE CAN HELP!!! Totally UNACCEPTABLE...
Respectfully
J**** ******* ******
*** **** ******* ** Royse City, TX 75189
###-###-####Business Response
Date: 01/09/2023
Thank
you for bringing this matter to our attention and allowing PennyMac
Loan Services, LLC (“PennyMac”) the opportunity to review and respond
to Ms. C*****'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. C***** 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: 01/09/2023
I have reviewed the response made by the business in reference to complaint ID 18698948, and find that this resolution is satisfactory to me.
Regards,
***** C*****Initial Complaint
Date:12/27/2022
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.
We are assuming a loan through PennyMac. According to the FHA, appraisals are not needed, yet they claimed a full appraisal was needed and charged $700 for a full appraisal when typically appraisals cost around $400. Their site advertises that assumptions should only take 30-45 days but we are beyond 60 days at this point and to expect to pay between $1k and $1.5k in closing costs. I was also quoted the same from their assumptions department, yet our LE shows over $4k in closing costs. When I contacted our loan officer, he advised "don't look at the website." This on top of the negligent communication practices. We asked about PennyMac's policies on communication and were advised every three days we should get an update. We will go weeks at a time before hearing anything. We've contacted customer service and was hung up on, we've asked to be escalated to a manager three times and were never contacted by any managers. When our processor did reach out, he always claims to be sick and uses that as an excuse as to why our file wasn't worked. The FTC has regulations against unfair and deceptive trading, which PennyMac has violated. I've already reached out to the FTC.Business Response
Date: 12/27/2022
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. Scott 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.Initial Complaint
Date:12/22/2022
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 a realtor representing a seller in Iowa. In October, when we began this process, PennyMac told us a buyer could assume the mortgage if they wanted. The low interest rate made this appealing.
On 10/22/22, a buyer was pre-approved by PennyMac for the assumption and wrote us an offer, which we accepted. PennyMac told them to include a close date of 12/22/22 in the contract just in case they weren’t able to close it sooner.
Since then, the buyers, seller, and both agents have been attempting regularly (almost daily) to communicate with PennyMac. The loan processor we were assigned has been abysmal. Truly the worst communicator I’ve ever encountered.
About a week ago, he sent an email that made it seem like we were in track to close on 12/22/22. Since then, even with repeated attempts every day, none of us can reach him. We spend a lot of time (me, the seller, and the buyers) just trying to get through the phone menus to speak with someone helpful. Usually, we are all given a different story.
The home was supposed to close tomorrow, but due to PennyMac, we have no idea when it will.
This is costing my client stress and money. Please reach out to me to correct this issue.Business Response
Date: 12/22/2022
Thank
you for bringing this ****er to our attention and allowing PennyMac
Loan Services, LLC (“PennyMac”) the opportunity to review and respond
to Mr. F********'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. F******** 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: 12/22/2022
I am rejecting this response because: I would like a phone call from someone who can take responsibility and provide answers to questions, not a letter.
Regards,
**** F********Business Response
Date: 12/22/2022
Please be advised, you will receive a response within 15 days from the date in which you made the request, under a separate cover letter in the mail. 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:12/21/2022
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.
in september of 2022 , i developed COVID during my job as a registered nurse , requiring me to take a leave without full pay and i had no available vacation left to cover absence. I have my home mortgage with PENNY MAC. I made my OCTOBER payment in two payments instead of the normal ONE payment and it was late i paid on Oct 18, 2022 700.00 and on Oct 31, 2022 300.00 . Instead of applying the payment to my Principle they applied it to the escrow and sent me a late notice indicating I DID NOT pay a october payment. I then paid NOVEMBER payment late but did pay. PennyMac has sent me THREE separate statements in the last week indicating i owe them 3221.39 or else they will foreclose on my home. The amount is incorrect and they have yet to release the october payment to my principal and keep it in the escrow. I just made a payment that cleared on 12/19/22 . So there is NO WAY i owe them more than ONE payment , and i am doing the best i can . I have requested to withdraw a emergency withdrawal from my 403 b fund from my retirement account as Pennymac has indicated to me that they will foreclose on my home on december 27,2022. THis is a real kick in the face to a registered nurse who has been stricken with covid more than once and has been working my tail off in the midst of a pandemic and yet i receive a letter everyother day that i am having my home taken away , I receive constant calls when i am at my job that i cannot answer i have asked them to communicate by email only but to no avail. The website has a message center but they dont use it . I am not a criminal and i am also in the middle of a divorce from a mentally , physically , verbally and financially abusive husbandBusiness Response
Date: 12/21/2022
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 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: 12/21/2022
I am rejecting this response because: i am tired of getting letters with amounts owed, 3 in ONE week and the amounts are not accurate, i want this resolved here on line where the BBB can see what is going on, They took my payement because it was a few dollars short and applied it to an escrow account and did not apply it to a October mortgage payment . There figures are WRONG and i am having to withdraw money from my 403 B which i am not even sure i will be able to do. This is scare techniques and bullying of a customer , i have been a client for MANY years and sometimes people fall on hard times
Regards,
**** S******Business Response
Date: 12/21/2022
Please be advised, you will receive a response within 15 days from the date in which you made the request, under a separate cover letter in the mail. 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: 12/21/2022
I am rejecting this response because:this does not resolve my issue, you can send letter with corrected statements and my october payement applied to my loan then i will consider resolving complaint
Regards,
**** S******Initial Complaint
Date:12/19/2022
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.
It's truly sad how a company canconstantly lie, stay uncommunicated, and constantly come up with reasons and excuses to why it has taken 6 months and still proceeding to do a Assumption loan. On top of that instead of getting it solved they try to explain to you how to mess up your credit by telling you that the loan your responsible for is more important than the loan your cosigner with somebody knowing if both are under your name and not paid they will mess up your credit score and put you in debt. I highly do not recommend pennmac anymore to any of my clients after going through this process and still am. On top of that one person can tell you the process takes 45-60days then another tells you 60-90 days and they can not even come up with a correct answer. Also, it has bee 6 months since I started the process in July. On top of that, the management will not reach out, respond, or communicate with me but only through their regular employees which shows me they do not want this problem resolved as soon as possible.Business Response
Date: 12/19/2022
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”)
the opportunity to review and respond to Mr. O********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. O******* 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.Initial Complaint
Date:12/07/2022
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.
We have been trying to sell our home since August 2022 and ran into an issue with the title due to negligence from our home builder. We immediately started the remedy process and PennyMac has taken almost five months to work a Quick Deed Claim/Release and Substitution that according to them should not take more than 120 days. They have asked for the same information and documents multiple times after us repeatedly sending it to them. They have made claims of sending the VA the paperwork regarding this matter yet the VA has denied any such documents being sent. PennyMac has also claimed requests from the VA that again the VA has denied. It's as if they have no idea how to properly handle this matter and are making up what to do as they go. They have a litigation team that also has been negligent in this matter by not responding to our emails in a timely manner, and when they do respond its always incomplete answers or deflective responses. We have lost over $15,000 in what we would have gotten in the sale of the home, as well as interest rate locks for our home buyers so as not to lose them. At this point, the buyers have lost their interest rate and will have to pay almost double what they would have had to if this matter would have been resolved earlier, as well as having to restart their loan process. There is no sense of urgency or even care from PennyMac to resolve this matter. And now we're going into another holiday season which I'm sure will delay their actions further. We are getting an attorney at this point because we cannot continue to pay two mortgages and interest rate locks for the buyers because PennyMac refuses to work this matter efficiently and in a timely manner.Business Response
Date: 12/07/2022
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Ms. G******'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. G****** 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: 12/07/2022
I am rejecting this response because: You want to tack on another 15 days to this matter by making me wait for a letter?!!!! After we've already been going back and forth with PennyMac and their attorneys for almost five months!?!Absolutely not. Resolve this matter ASAP!
Regards,
****** ******-g******Business Response
Date: 12/07/2022
Please be advised, you will receive a response within 15 days from the date in which you made the request, under a separate cover letter in the mail. 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: 12/08/2022
I am rejecting this response because:Until I receive the letter or get some resolution I will continue to reject these responses.
Regards,
****** ******-g******Initial Complaint
Date:12/05/2022
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.
I have sold my home in 2019. Penny mac mortgage company is aware. Penny mac is still reporting to the credit bureaus that I am still the owner of the property at 706 meadow burst, converse tx 78109. The new owner is always late on the payments and it has damaged my credit scores. Penny mac refuses to take my name off, when in fact bexar county tax collectors did so. I've also sent Penny mac the sales paper. But instead they did nothing. This matter is stopping me from buying another house. I am suffering big time.Business Response
Date: 12/05/2022
Thank
you for bringing this matter to our attention and allowing PennyMac
Loan Services, LLC (“PennyMac”) the opportunity to review and respond
to Ms. 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 Ms. M***** 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: 12/06/2022
I am rejecting this response because: penny mac loan company is aware , that the property at 706 meadow burst converse tx 78109 has been sold as of 10/ 2019. They are still holding me at a false responsibility. I cannot move forward with my life. My life is on hold. Due to penny mac still reporting false info to the credit bureaus. Penny mac loan company did nothing in right justice on my behalf. I have sent in my sales documents I've called and nothing. I am in right and good standing penny mac is not
Regards,
***** M*****Business Response
Date: 12/07/2022
Please be advised, you will receive a response within 15 days from the date in which you made the request, under a separate cover letter in the mail. 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: 12/07/2022
I have reviewed the response made by the business in reference to complaint ID 18526676, and find that this resolution is satisfactory to me.
Regards,
***** M*****Initial Complaint
Date:11/29/2022
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.
This is the 2nd refinance I have started with PennyMac since September. The first was denied because they said payment posted back in November 2021 for October’s payment. I was told to wait until October 2022 payment was made and we could start the process back over again. Now we are at the end again and they are stating that I have mortgage lates for September and October of 2022. Totally incorrect. Although payments are made on the last day of the month HUD guidelines states that as long as payments are made in the calendar month they are due you are eligible. Payment for September was made and shows made on website on 9/30, October payment was made and shows made on 10/31, and Novembers payment was made and shows made on 11/23. This was also confirmed by speaking to customer service that there are no lates either. Communication has been terrible. I expect a call back from Management promptly to resolve this issue because this will be the 2nd time I have been forced to pay money out of pocket for them to run me around in circles. It’s been the worst experience of my life over the past 3 months. Again, I expect a call from Management promptly.Business Response
Date: 11/29/2022
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. Stanford 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.
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