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:11/17/2022
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.
Late payment effect on credit report...on 4/22 my account,unknown to me had been put on online payment instead of by mail paper billing.Since the life of my mortgage,10 yrs or better,,I have always got due payment by mail...With many solicitations both via phone calls,and emails,for refinance,equity loan,FROM Pennymac,I delete most emails due to a identity theft in my name approximately 2 1/2 yrs ago.Which is still ongoing.I was receiving 1 to 2 phone calls a week from Pennymac for refinance inquiries, that I declined.SO,I didn't notice I had been switched to online pay method,UNTIL I recieve a delinquent payment by mail statement for the month of April 2022.I would like to add that my account has NEVER been delinquent on this or any other loan at any time.Upon finding what had happened,
I immediately called Pennymac and not only paid the April amount,BUT the May amount EARLY...And at that time explained it to the representative and made sure I was placed back on paper statements.A
T that time I also made known I did not knowingly apply for online payments..later for 2 or 3 billing statements there was also a late fee,,which I also paid,and was told at least 2 times would be credited to escrow..my issue is NOW I look at my credit reports snd I have a negative deduction on my score on this matter..I explained all this to Pennymac from the beginning,only to find the adverse effect on my rating.
Business Response
Date: 11/17/2022
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Mr. 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 Mr. H**** 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: 11/17/2022
I am rejecting this response because:
Regards,
***** H****Initial Complaint
Date:11/15/2022
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 received my October mortgage statement on October 5, 2022. The due date was November 1, 2022. I paid more than the amount due, and the full amount was credited as an additional principal payment, so that my October monthly payment now shows as past due. They want me to pay double this month, presumably with late penalties, to make up for it. My loan was promised with no prepayment penalty, but that is exactly what this isBusiness Response
Date: 11/15/2022
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Mr. 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.Initial Complaint
Date:11/09/2022
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 was a victim of Hurricane Ian and am substantially out of pocket for repairs to protect my home. I received a check from my insurance company for $57k made out to both myself and PennyMac. I endorsed it and overnighted to them on November 1st. I am STILL WAITING for them to get my funds to me despite their promise to turn them around in 3-5 business days. I am getting the runaround from them and have spent hours on the phone with their Reps and am getting lied to as to when I'll get my money. PLEASE HELP!!!!Business Response
Date: 11/09/2022
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Mr. L****'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. L**** 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: 11/09/2022
I am rejecting this response because:I cannot wait 15 business days for MY MONEY. I am out of pocket for these expenses. I have been promised callbacks, actions and updates via email and/or text - NONE OF THIS HAS HAPPENED. I have spent 20+ HOURS on the phone attempting to resolve this and am no closer. PLEASE HELP!!!!
Regards,
****** L****Business Response
Date: 11/10/2022
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: 11/10/2022
I am rejecting this response because: 15 days to wait for an explanation is not fair. How would you feel if I told you to wait 15 days for your mortgage payment??
Regards,
****** L****Initial Complaint
Date:11/08/2022
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 veteran and I had a VA mortgage that was purchased by Penny Mac. I sold the home to another veteran who assumed my VA loan. At closing, Penny Mac did not supply any of the required documents to the VA for me to recoup my VA loan certificate of eligibility back, meaning I cannot get another VA loan.
When I tried to file my taxes last year (2021) I was una*** to reach anyone at Penny Mac by calling or email. Their automated phone call screening is set up in such a way that you are una*** to get a live person unless you are purchasing something.
I found this to be true again this week now that I am trying to buy a new home and found out that Penny Mac never filed my VA paperwork for the sale of the home, which is required by law as an approved VA lender. I did get in touch with 3 sales people at Penny Mac and each of them hung up on me.
I also learned that the same experience was had by members of the VA who tried to file the paperwork 3 times with Penny Mac in 2021.
Now that I am una*** to contact Penny Mac to gather this information, I am potentially going to have to not close on my new home (15 November 2022) and forfeit my earnest money.Business Response
Date: 11/08/2022
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Mr. A***'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. A*** 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:11/07/2022
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.
I have had a mortgage through Penneymac for several years. I have always paid the payments on time until recently when I was laid off of work. I recently filled out paperwork for loan modification and faxed it to my contact person at PennyMac J**** Acevedo on 10/27/22. Please note Penneymac requested I fax in a letter stating they could talk to my wife regarding loan which we included with the modification paperwork (page 2). After not hearing anything I asked my ex wife who is soon to be my wife again to call in to ask about the loan modification. She spoke to J**** who told her she was not authorized to speak to her about the account. We specifically faxed the paperwork requesting that she can be spoken to about the account. J****found the paperwork. Apologized that it was not on the system. She began to tell my wife that the loan modification was approved and that the unpaid balance would be put on the end of the loan. J**** gave my wife an approval date which was October 27. She said the paperwork was sent out via fed ex but did not provide the date delivered or the tracking number. J**** mentioned that fed ex delivered the paperwork which we never received. She proceeded to look up the delivery date then hung up on my wife. When my Wife called back the single point of contact person who was J**** didn’t answer. She is the one currently listed on the paperwork. Someone named *l from the las Vegas modification office answered and proceeded to say the paperwork had not been processed. Wife explained that J**** just provided the approval information before she hung up on my wife. He said he was doing his job by saying it was not yet processed. A****** ****** would not provide his last name due to his rights however he has mailed us paperwork with his last name on it as well. My wife asked for a supervisor. Mr ****** proceeded to say the office closed at 11 however J**** answered at 12:47pm. Wife asked for a number to file a complaint. He gave it and the call ended.Business Response
Date: 11/07/2022
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Mr. B*****' 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. B***** 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: 11/07/2022
I am rejecting this response because:
This is a blanket response and does not resolve the poor customer service on PennyMac’s part.
Regards,
****** B*****Business Response
Date: 11/08/2022
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:11/04/2022
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.
Assumption Loan 70******96. I am a Veteran attempting to assume this loan of another Veteran. This process started in the beginning of September 2022. We were told the process could take 45 - 60 days so we planned our escrow date to be 11/01. We have completed everything Penny Mac has requested and I still do not understand the status of my loan.
My loan processor is Mervyn Thomas. I call him everyday and he never answers the phone nor calls me back.
I would like to know when will my final closing documents be sent to the title company. No one can help me with this information.Business Response
Date: 11/04/2022
Thank
you for bringing this matter to our attention and allowing PennyMac
Loan Services, LLC (“PennyMac”) the opportunity to review and respond
to Ms. 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. 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.Initial Complaint
Date:11/04/2022
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 have requested three times to have a new escrow assessment performed on my address. I am a 100% disabled veteran who is fully exempt from paying property taxes on my residence. I received the confirmation letter from the City of Chesapeake, effective August 16th. Upon receipt of the letter, I contacted PennyMac asking for the new escrow assessment to be performed. I was told the ticket was submitted and I would see the adjustment on the website. Nothing happened. I called again, again the same answer. When I asked for a ticket number for tracking purposes, I was told they couldn't provide one. Again, I gave them time to perform the new analysis. Nothing happened. I shouldn't have to ask three or four times for a new escrow analysis. This is literally a 5 minute process. Check the letter (attached), make a phone call (757-382-6281) to confirm the letter is legit and make the change. I'm not asking the company to perform brain surgery with a toothpick. Yet, I can't get anyone to do anything and when I ask for a ticket number to track I keep getting blown off. The letter even states that monies already paid will be returned to the payee (PennyMac) which then will be returned to me.
I want an immediate escrow analysis performed on my account and the adjustment made. I also am requesting a phone call from a manager explaining why I've had to call three times and go to the BBB in order to get any action on my account.Business Response
Date: 11/04/2022
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac” the opportunity to review and respond to Ms. 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 Ms.R****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: 11/04/2022
I am rejecting this response because:I am rejecting this response because this is not a response. This is a form message sent hoping that it will satisfy my issue. I don't need a response sent to me within 15 days. I need a new escrow analysis performed. You can respond right on the BBB website as I'm not asking you to provide personal information. A simple response of "new escrow analysis being performed, will notify when completed" would suffice. Nothing personal about that and can be responded to on the website.
Regards,
********* R****sBusiness Response
Date: 11/07/2022
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.Initial Complaint
Date:11/04/2022
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 have a check that is made to my name and pennymacs name. this check is from my homeowners policy to have my roof fixed from hail damage. I have mailed and faxed the documents about 4 times in the past 2 months. Pennymac has received the check by mail. there is a document that keep getting rejected.
The adjusters report: pennymac says this report is supposed to be 40 pages. I spoke to the insurance adjuster and he has no idea where 40 pages came from. He said his report is only 8-9 pages max. it keeps getting rejected because its not 40 pages!!! i have a hole in my roof and i need it fixed FAST, the conditions are getting worse just because you don't have your 40 pages of none sense! RELEASE THE MONEY SO I CAN GET MY ROOF FIXED!!!Business Response
Date: 11/04/2022
Thank
you for bringing this matter to our attention and allowing PennyMac
Loan Services, LLC (“PennyMac”) the opportunity to review and respond
to Ms. A******'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. A****** 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: 11/04/2022
I am rejecting this response because: I need the funds released to me so I can begin the work needed. Having me wait for 15 days for a "letter" is not going to solve anything. I have provided you with the documents you requested. It is imperative that the funds are release asap in order to prevent further damage to the property.
Regards,
***** A******Business Response
Date: 11/07/2022
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.Initial Complaint
Date:10/31/2022
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.
Fraudulent, deceptive, and predatory mortgage company. Penny Mac purchased my mortgage from NVR mortgage within *** month of closing on my townhouse. I signed up for automatic payments every two weeks. the first three drafts were taken. Then the company without notice (no ph*** call, email, or letter) discontinued my every two week automatic payment. On September 29 for for four hours, and again on the next day 30 sep 2022 for *** hour was on the ph*** re-setting up the automatic draft. This cost me $5,500. On the fourth(4th) and eighteenth (18th) of every month after this payment was to be automatic draft. I check the account today, and again it is cancelled. When I call the PennyMac they state that I (the customer) called to cancell on the third (3rd) of october. However, when i make them review my confirmation emails and receipts, Penny Mac manager then states it was cancelled by Penny Mac's loan department. Again, i did not recieve a letter, ph*** call, or email. When I tried to get them to own up to Penny Mac's mistake, I was told by the Manager (Chrissy - would not give last name), that we would have to pay another $2,900 and the additional first two week draft of $1,500.
Two times in less than *** month Penny Mac has cancelled, not notified, and blamed the error on the customer. Penny Mac's solution is: just pay another $4,500 after paying $5,500 less than *** month prior.
Whatever lawyer can help. Whatever customer can help. This cannot be just me that is dealing with this predatory, deceitful company. Please combine our efforts and force Penny Mac to pay for Penny Mac's dubious business ethnics and practice. I am a board certified family physician, disabled veteran. My wife is a dean and american history professor. This is outrageous behavior!
i expect and am asking for a call and conversation with a senior level vice president or president of Penny Mac. I was blatantly told VP's dont make ph*** calls, ever. What a company.Business Response
Date: 10/31/2022
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Mr. J***'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. J*** 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:10/27/2022
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.
10-23-22: Our bank issued a payment of $1800 for the October mortgage payment to Pennymac Loan Services (PM). We have proof that payments are made automatically to PM so that they are received by the last day of the month, one day before the due date, for the term of the loan. On or about Oct. 17th, my husband began getting voicemails from PM to "call them back regarding the status of your loan." I called them in response to an email on Oct 21st that there was a new message on their site. I spoke to Trisha at the mortgage co & was told that our account was past due for the October pmt. Because we have worked for decades on achieving perfect credit history, this was alarming to say the least. I explained this was a mistake because payments are set up for auto pay. She said they could "research the payment in limbo" & issued a ticket for the Cash Mgmt Team to investigate. She explained this typically takes 5-10 bus. days but she "would expedite it." I verbally gave her the confirmation number from our bank & explained that I spoke to Saveo at our bank to confirm the payment was sent to them & processed. Before ending the call, I summarized what I understood & expected a return call with resolution before Tues, Oct 25th since they are open on Sat. I was shocked that she suggested we could make another payment to avoid a late fee. She then said that we have a lot of equity & she offered to send me to a loan officer for refinancing. On Oct 21st I also uploaded 3 separate proofs of payment evidence to PM's website.
10-25-22: I uploaded 2 addtl proofs of pmt to PM's Message Center & spoke to Mara who waived the late fee & gave the POB address when I said I would be contacting the BBB for help. She confirmed receipt of all evidence & it was sufficient. My husband opened a dialog on Facebook on 10-25 as another avenue to try to get this resolved. C****** in their "priority complaint dept" is our contact & left vm's, the last saying she hoped to have an update by 10-28-22Business Response
Date: 10/27/2022
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Ms. ****'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. **** 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: 10/27/2022
I am rejecting this response because: It is merely an acknowledgement that I have engaged the services of the BBB to encourage Pennymac to post our payment that they received nearly a month ago. There is no indication from this written response that the problem has been resolved.
Regards,
J******* ****Business Response
Date: 10/28/2022
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: 10/28/2022
I have reviewed the response made by the business in reference to complaint ID 18320970, and while it is the same response as the previous one submitted to the BBB, a conversation I had with C***** yesterday & after checking my account online, provide the info I needed to accept this note submitted. Thank you B**** ******* for your part to encourage Pennymac to move beyond the script that I heard a few times, into action. Thanks also to C***** for researching & resolving this critical issue.
Regards,
J******* ****
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