Complaints
This profile includes complaints for PENNYMAC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 673 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:08/11/2022
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.
Attention: Lien Department
When completing the closing and complete pay off of a loan, PennyMac mistakenly satisfied the wrong booking. This is preventing us from closing on the house. I am the Trustee and the Executor over her Estate.
This loan was completely paid off, but PennyMac listed the wrong booking number for the recorded Title record. This has caused the wrong information listed on the Nationwide Title Clearing company.
I have called numerous times trying to explain this issue and be transfer over to their Lien Department. This is a error that needs to be fixed by PennyMac. Pennymac’s 2019 satisfaction references Book 15179 Page 1510 (March 2013 lien) when it should have referenced March 2013 lien was properly satisfied in April 2013 when Cavalier reclosed the loan.
Business Response
Date: 08/11/2022
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”)
the opportunity to review and respond to Ms. P******'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. P****** 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:08/09/2022
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.
Pennymac has cost me roughly $3500 by repeatedly ignoring my emails about my lender-paid flood policy.
In June, Pennymac sent me a letter that I didn't have flood insurance. This is incorrect, I have had it since 2018 and it is paid by Pennymac through my escrow. I used Pennymac's secure message center to send them documentation of this, they replied that their insurance department would review and respond. They did not review or respond.
So I paid the insurance policy myself so it wouldn't lapse. Then I sent them an secure email message through their message saying I had paid it and attaching the declarations page. No response. In july they sent me another letter saying that they had purchased $3500 worth of additional flood insurance on my behalf, and sent me to another website mycoverage.info to upload proof of an existing policy. I used that website to upload the declarations page for the insurance that they were supposed to pay for, that they failed to pay for, that I then paid for myself. A week later I received an automated email saying that they were unable to proceed with verifying that insurance. No explanation why, no way to follow up.
Customer services at this mortgage company is essentially nonexistent and repeatedly ignores my email through their contact center. I've worked with several other mortgage servicers in the past and never had these kind of issues. You don't have much choice if your mortgage is sold but if you are able to, avoid this company at all costs!Business Response
Date: 08/09/2022
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”)
the opportunity to review and respond to Mr. 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.Initial Complaint
Date:08/09/2022
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.
Allegedly my loan modification was approved. Allegedly the letter was mailed yesterday but nothing in my documents. I asked for it to be uploaded since they lie about mailing documents. They uploaded someone else's documents to my account. Today they're claiming they're still finalizing the documents so nothing can be sent until they're finalized. If nothing can be sent until the documents are finalized then how could documents be mailed out yesterday? Right nothing but liars at Pennymac. They can't even get the lies right.Business Response
Date: 08/09/2022
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”)
the opportunity to review and respond to Mr. **'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. ** 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: 08/09/2022
I am rejecting this response because: It'sthe same generic responsefor Pennymac. The responsefrom Pennymac should've been we're incompetent liars. 9 different lies on 4 phone calls.
Regards,
** **Business Response
Date: 08/10/2022
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.Initial Complaint
Date:08/08/2022
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 have been trying to submit insurance verification at least 20 times. I even got additional information that they requested from my insurance company for our condo. It now includes our name and PennyMac on the policy. In April 2022 they charged us over $4000 for an insurance that was included in our HOA monthly dues. I eventually got it back but not until multiple phone calls. Now I am trying again since June and they will not accept it through Mycoverageinfo.com. I do NOT want to be charged this fraudulent fee for insurance again.
This is the most incompetent company that I have dealt with. I have wasted hours of my time trying to submit this. I have to do this yearly and almost every year, it's the same issue.Business Response
Date: 08/08/2022
Thank
you for bringing this matter to our attention and allowing PennyMac
Loan Services, LLC (“PennyMac”) the opportunity to review and respond
to 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:08/04/2022
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.
PennyMac is the current servicer of my friends loan that is moving out of Hawaii and we are moving in, so we are assuming their VA loan with a closing date of 29 July 2022, which has come and gone.
Both my friend and his wife are veterans and so are myself and my wife. We first contacted PennyMac in late April to start the transfer. The loan officer (Elizabeth Garcia) finally made initial contact on May 9th. She took our application May 13th. After that she sent me the application to sign which had many errors. My wife and I did not want to sign an inaccurate document, so we attempted to contact her repeatedly without success until she called us to tell us if we did not sign it that day (May 23rd), the loan would have no choice but to be denied. We corrected the document and it was submitted to underwriting on May 24. That moved it along to the processing phase.
We were next contacted by "Alex" that said he would send us his contact info and help us through the loan. We never received that info or heard from him again and he has never answered his phone or responded to any voicemails.
The next person, processor (Mervyn Thomas) contacted us on June 9th. We have been in contact with Mervyn sporadically after that. It was very difficult to get ahold of him at first and has become slightly better. He continuously has asked for documents that the underwriter wants, which is to be expected, but would ask for the same thing multiple times without information of how I could improve the document I already sent. It goes several days without communication if underwriting approved the documents. This makes it frustrating for all parties to know where we are in the process. We don't want to continuously call the processor, but need information as to where the loan stands. This has went on the entire time. We have passed the closing date and have no clue of when the approval will occur. Both families have to continue our Army jobs and pay for hotels while we wait for closing.Business Response
Date: 08/04/2022
Thank
you for bringing this matter to our attention and allowing PennyMac
Loan Services, LLC (“PennyMac”) the opportunity to review and respond
to Mr. ***'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. *** 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: 08/04/2022
I am rejecting this response because: The home loan should have been completed 6 days ago and both parties involved are incurring costly expenses from not being in the homes. 15 days is not an acceptable allowance since over 90 days has passed since contacting PennyMac to start the assumption process.
Regards,
****** ***Business Response
Date: 08/05/2022
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: 08/12/2022
I am rejecting this response because: The process has significantly sped up after BBB became involved, but it should have never escalated this far. The VA loan assumption process sounds like an excellent benefit for military members that have served and given so much, but PennyMac has made it a nightmare to deal with. This process should have never taken over 100 days to complete. That is almost 1/3 of a year for a required military move when we have so many other elements of our lives going on that we must deal with. Once again, I understand being thorough so as not to have people default on a loan, but this has been way past that. I have had more than 10 buying and selling transactions and it has never been this intense. PennyMac has outgrown it's ability to manage loans adequately. It advertises over million homes serviced, I now believe that the number of employees needs to increase in order to properly handle this level of business, because clearly the current amount of employees is not adequate. PennyMac also needs better training and higher quality of communication during the loan or assumption process.
Regards,
****** ***Initial Complaint
Date:08/04/2022
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'm a veteran conducting a VA loan transfer to my friend, another veteran. We started this process the first week of May 2022 and our contract had a scheduled closing date of 29 July 2022. The PennyMac assumptions department severely lacks communication and motivation to complete this process. The closing date came and went and neither myself or my fried (the buyer) were told anything; the date just came and went. We have no idea where the loan is in the process and PennyMac refuses to give us a closing date. For the last month, the processor has told us "its with underwriting". For a month???!!! PennyMac has broken the VA's guidance on the loan assumption closing process and no one will assist us or holding PennyMac accountable for their poor business ethic. Both my friend and I are active-duty Army, each with over 20 years of service, both experienced with buying and selling homes, and both our families' are living in hotels with out of pocket expenses. We are enduring financial and mental hardships due to PennyMac sitting on this assumption for nearly 90 days now. Thats a quarter of a year for a process that should take around 30 days. We need help and it seems no one at PennyMac cares. I'm purchasing a home at my new duty assignment (Colorado) on 10 August 2022 and I need the Hawaii home closed prior to that closing.
Seller: J*** and K****** *****
Selling address: ******* *** *** ** *** Beach, HI 96706
PennyMac loan processor: M***** ******
PennyMac loan officer: E******** ****** ******Business Response
Date: 08/04/2022
Thank
you for bringing this matter to our attention and allowing PennyMac
Loan Services, LLC (“PennyMac”) the opportunity to review and respond
to Mr. M****' 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.Customer Answer
Date: 08/04/2022
I am rejecting this response because 15 days is not good enough. I am supposed to close on my home here in Colorado on 10 August. Thats five (5) CALENDER days from now...and thats my closing date on my new home. If we use some common sense and do some backwards planning, that means my Hawaii home has to close prior to that date, say NLT 08 August. Well thats three (3) CALENDER days from now. If I can't close on the 1oth of August, the sellers here have agreed to extend me by 14 days but at the cost of $3,000. Thank also means I have to extend my stay in the hotels. My cost to extend by two weeks is over $6,000 and we haven't even discussed the mental anguish we are going through. I have four kids starting school next week and they will still be living in a hotel. ALL BECAUSE OF PENNYMAC!! We all agreed on the Hawaii home to close on 29 July. We chose that day for a reason and PennyMac's loan assumption team just completely ignored that date and ignored all of us. We are now at 90 days since this process began for a simple VA loan transfer. According to the VA's guidance, PennyMac had 30 days to complete this process. Thats 60 days out of tolerance. This is far from complete. You want to fix this, then finalize the Hawaii home NOW!! If I extend, I will seek legal actions.
Regards,
**** M****Business Response
Date: 08/05/2022
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: 08/08/2022
I am rejecting this response because your business is unethical. You clearly don't understand the concept of "the customer first". I've already explained to you that 15 days isn't good enough. This was supposed to have been completed 29 July.
Regards,
**** M****Initial Complaint
Date:08/03/2022
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.
On August 3, 2022 I received another incorrect and threatening letter from PennyMac over insurance coverage of my home. I have insurance coverage and they send the coverage to PennyMac every year. The issue is that PennyMac has added a lot number to my address that is incorrect. Two to four times a year, however, they send me an update because my address versus what they denote in their system with the lot number is not the same. So they threaten new insurance when I have it. I call, spend two to three hours on the phone with them as they try to solve it and then they say it is solved. A couple of months later, I receive another threatening letter and I have to start all over again. I never contracted PennyMac for my loan. My loan was transferred to them by the company I used for the original loan. I have never had this issue and PennyMac continues to threaten with taking money out of my escrow for more costly insurance. Malicious intent and incompetence look the same. This has been the worst experience with any loan company ever.Business Response
Date: 08/03/2022
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.Customer Answer
Date: 08/03/2022
I am rejecting this response because:they are holding my escrow money hostage. I had to pay my h**** insurance out of pocket to ensure continued coverage because PennyMac so far has refused to accept a letter from our local governing body, Atlas Township, that denoted the actual property address versus the incorrect address that PennyMac has noted on my account. This incorrect address that PennyMac is using is then why they are saying they will not pay my insurance company out of my escrow account because the address does not match. The insurance company is also stating that PennyMac is incorrect and they are looking at the Tax Parcel number that is noted on the deed as a reference lot number and incorrectly applying it to an address.
Regards,
******* R****Business Response
Date: 08/04/2022
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:08/02/2022
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 had a 30yr loan w/ PennyMac and was down to 25 yrs. I did not work in 2020 because of COVID. PennyMac told me that because I had a conventional loan and had pymts made on time I could do a foreberance and the only change would be that the amount owed would be tackle on to the loan and it would extend the term one more year. PennyMac has done a bait and switch taking advantage of my age and lack of loan knowlegde. They made me think they were lowering my rate and payment and did not tell me they were putting me in a 40 year loan. Now that I am trying to do a loan assumption which I been trying to do since April and they kept giving me the run around. Today I get a call from PennyMac saying they can not do a loan assumption because I have a 40 yr loan. They have totally taken advantage of me. I had 25 years remaing on my loan and very decent interest of about 4.25%. There was no need to put me in a 40 year term, plus the interest rates when the forberance period ended were already super low. Now they telling me I would have to refinance and the interest rates are much higher than what I had before. I am trying to find out why they did not do what they told me which was that I would keep the original term and they would just add a year to the back end of the loan. They were completely and 100% misleading!!!!!!!Business Response
Date: 08/02/2022
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”)
the opportunity to review and respond to Ms. 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: 08/04/2022
I am rejecting this response because: I want the cacaseno to remain open so PennyMac does not sweep it under the rug. This is a situation I have been trying to resolve directly with them and they call me once if ever and then there is absolutely no follow thru.
Regards,
******* C********Business Response
Date: 08/05/2022
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: 08/08/2022
I am rejecting this response because: I was contacted las week by phone and promised a phone call today. No one has called me yet.
Regards,
******* C********Initial Complaint
Date:08/01/2022
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.
On June 28th 2022 we applied for a loan with Pennymac, prior to this we made the loan agent aware that I was unemployed for roughly 7 months due to a layoff and surgery and had only been with my new company 7 months and wanted to make sure that wouldn't be an issue, he talked to his supervisor and everyone cleared that it wouldn't be an issue.On July 6th we went into escrow on a property.The home loan specialist at oennymac thought she had hung up the phone and didn't and made really sly remarks about me.I then called and requested a new loan specialist.That was never granted so we sucked it up and dealt with her inconsistency and unprofessionalism.We also addressed this issue with her and she said everything would be fine etc.We went through 22 days of a 26day escrow.On the 22nd day we were told that my work history was now an issue a d were also asked to basically see if anyone could falsify documents.The issue was that I was unemployed for 186 days and and FHA GUIDELINE not a rule and is 100% able to be underwriten is 180 days allowed for an unemployment gap.Underwriting apparently denied my letter of explanation without reason.No one has reached out to make anything right, I requested the supervisor and she consistently gave excuses and they both said basically its "just a hard no" so I requested her supervisor and have still not recieved a single call.Someone needs to make this right by either speaking with underwriting or reimbursing the money invested by both buyer and seller.This is just wrong on so many levels, pennymac was made aware consistently since day 1.My family is packed and ready to move into a home that apparently will no longer be ours.You have every single document that was needed so I'm not going to upload anymore here.Business Response
Date: 08/01/2022
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”)
the opportunity to review and respond to Ms. 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 Ms. 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: 08/02/2022
I am rejecting this response because:
Regards,
****** L****Initial Complaint
Date:07/29/2022
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.
Under 15 USC 1666B this is a billing error always paid as agreed on time this is an error this account is in violation. Please ensure all information is accurate and update.Business Response
Date: 07/29/2022
Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Mr. P*****'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. P***** 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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