Complaints

This profile includes complaints for PENNYMAC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  PENNYMAC

  3043 Townsgate Rd Ste 200 Westlake Village, CA 91361-3027

  
• 

  PennyMac Loan Services, LLC

  14800 Trinity Blvd FORT WORTH, TX 76155

  
• 

  PennyMac Loan Services, LLC

  10550 W Charleston Blvd STE A Las Vegas, NV 89135-1012

  
• 

  PennyMac Loan Services, LLC

  4300 Duncan Ave Saint Louis, MO 63110

  
• 

  PennyMac Loan Services LLC

  9009 Corporate Lake Dr STE 100 Tampa, FL 33634-2367

  

The 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:03/17/2025

  Type:Billing Issues
  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 llc contacted me about refinancing my Mortage loan for a lower rate.They said it would lower my payments and wouldn’t affect my credit.The process was a long nightmare!My credit was damaged my score dropped by 61 points.They took over 6 months to complete the process.They did not save me any money.They harassed me for a down payment and my rates did not go down.They reported the loan to my credit report 4 times and they are refusing to fix the problem.I have never been so stressed out in my whole life.They have scammed me out of more money and have damaged my credit rating

  

  Business Response

  Date: 03/17/2025

  Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Ms. G*****' 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.

• Initial Complaint

  Date:03/17/2025

  Type:Billing Issues
  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.

  On February 13, 2025 I received an delinquent tax notice in the mail from Ellis County Tax office stating that my property tax was not paid and is delinquent. I checked my PennyMac account and it shows on January 22, 2025 that $7,153.62 was removed from my escrow account to pay my county property taxes. I have been down to my county tax office only to be told no payment has been received as it relates to my Property Taxes. I reached out to PennyMac only to be given the run around and lied to. I was told by PennyMac they sent a wire transfer to my county tax office and my county tax office stated they do not accept wire transfers. I reached back out to PennyMac and was told then they dealt with a third party named Core Logic and they sent a check to my County Tax office. My County Tax Office told me they have not receive any check or any funds for my County Property Taxes. I am now be told anything by PennyMac and they are giving me the run around about my money they took from my account. My Property taxes has now even went up with interest. If not paid by July the County plans to put a lien on my home. PennyMac is conducting unethical business, fraud and this needs to stop and be addressed asap. We is now in March 14, 2025 and still they don't know where my funds are and my County Property taxes has not been paid.

  

  Business Response

  Date: 03/17/2025

  Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Mr. J****' 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 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: 03/17/2025

  
  
  Complaint: 23068877
  
  I am rejecting this response because: I have been attempting to resolve this issue with PennyMac and has got nowhere. My Property Taxes are past due since January and you all took the funds from my Escrow account to pay the property taxes and that never occurred. You all assigned a lady by the name of Rebecca to work with me on this issue and I have been lied to and given the run around. I have been in contact with PennyMac since last month February when I received notice from the County stating my taxes with past due and have now interest added to it. To say I will receive a response by mail within 15 days with an explanation is unacceptable. I would like to speak to someone directly in management so we could get this issue resolve sooner than later. 15 more days the interest on my property tax is going to be higher. PennyMac needs to be more responsible and someone from management needs to reach out to me about this issue.
  
  Regards,
  
  *********** J****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 03/18/2025

  Thank you for the additional information, and for speaking with our Priority Complaint Specialist on Mach 17, 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: 03/18/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23068877, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********** J****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/10/2025

  Type:Billing Issues
  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.

  After a 5-year mortgagor/mortgagee relationship with PennyMac LLC they did not pay property taxes I paid to them in 2024, instead they waited until 2025 to pay. They provided insufficient notice, less than 30 days for me to make an informed decision and the request was deceptive in that it did not reveal the impact to my federal tax deductions. It was not until I saw my Form 1098 for 2024 which reflects $0 property taxes being paid even though I paid in excess of $10K to PennyMac in 2024, and PennyMac had more than my property tax amount available to make the payment in 2024. Their actions have harmed me in my inability to claim a tax deduction for the year planned. Without explanation, PennyMac told me they made this change only to Texas residents. This is truly deceptive and will cause me to now owe on my taxes. They refuse to send a corrected 1098 or even send me a letter to attach to my tax return explaining the problem and their failure to provide clear and accurate information about their decision and the tax consequences. With the CFPB now being shuttered, I don't have that resource available anymore and will move forward with litigation. I appreciate any assistance you can provide.

  

  Business Response

  Date: 03/10/2025

  Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Ms. 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 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:03/07/2025

  Type:Billing Issues
  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 compliant is about my mortgage company PENNYMAC. I have homeowners insurance enforce on my home and PENNYMAC send payment to some other insurance company that I was not aware of and added that payment they made to my escrow. I already have homeowners insurance so why would they pay another company for homeowners insurance the. They want me to clear up that negative balance in my escrow account. I can’t seem to understand why they would do such and expect me to pay for something i had no knowledge about.

  

  Business Response

  Date: 03/07/2025

  Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”)
  the opportunity to review and respond to Ms. 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 Ms. 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.

• Initial Complaint

  Date:03/06/2025

  Type:Billing Issues
  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 illegally charging my escrow account for property taxes and redoing escrow amounts. As per previous documents submitted to Pennymac we are exempt from taxes due to being 100% disabled thru the military. As of the statement for January 1,2025 - Pennymac had in the escrow account $5,409.79. A tax bill was sent from the county office in mistake and Pennymac paid it rather than disputing it pursuant to the documentation that was uploaded to pennymac through the portal for the escrow department back in October. The bill amount showed a amount that Pennymac sent without our permission. Now all of a sudden they are wanting to collect $12K a year and raise our monthly payment for illegal reasons and not pursuant to our signed contract documents, in other words fraudulent charges. We were also told by the representative that claimed to be a manager that they just collect random amounts and don't have the proper accounting of where the money is being placed. This is not the first time with this lender as we actually had the same identical complaint on them for our 1st loan we had with them and had to get the VA involved as this same thing transpired. I would also like to make note that this company records the call and makes the consumer give consent for them to record the call however when the consumer records the call as well they instantly say this is not allowed and hang up on you. This company needs to be investigated by the FDIC and I will also be filing with the FDIC regarding this scam and fraud that this company is doing. I will not consent and will not be paying the additional $12K that my payment is going up a year until there are some checks and balances and the contract is adheared to that I signed and the paperwork is is not altered.

  

  Business Response

  Date: 03/06/2025

  Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Mr. E*****'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. E***** 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:03/06/2025

  Type:Billing Issues
  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 for the third year, has not sent escrow insurance payment on time. I am having to pay for the insurance due to keep insurance from cancelling. PennyMac admitted that it is taking banks up to 30 days to process payments but refuses to send payment earlier. 7 days after due date and the escrow payment still hasn’t been received by insurance.

  

  Business Response

  Date: 03/06/2025

  Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”)
  the opportunity to review and respond to Mr. 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.

• Initial Complaint

  Date:03/06/2025

  Type:Billing Issues
  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 1/02/25 Pennymac forced me to pay them $2,383.45; Pennymac owes me this $2,383.45, an apology, any compensation deemed appropriate for the hours of work and lost time I have spent trying to resolve this issue, and any other money they charged me erroneously. On 1/01/25 I went to pay my mortgage and was shocked to find an Escrow account had been opened and my monthly bill had changed. I called and spoke to the Pennymac Rep and was told, if I want to close the Escrow account, I must pay $7,275.50 ($4892.05 - represents the 1st 2024 County tax installment which Pennymac paid prematurely and caused me a separate problem that I have already worked out with the County plus the $2,383.45 - which represents supplemental Unsecured tax bills from a post-assessment of 2017-2019 that were assessed by the County after I purchased the home in 2020 and meant for the original builder of the property - RSI). Since Pennymac purchased my mortgage, they annually asked me about RSI's bills, I annually contacted the County who annually tells me they are not my bills, and then I annually reminded Pennymac that these bills are for RSI. This last year, I finally found someone at the County Tax Assessor's office who understood the problem. Little did I know, that when I was talking to him, Pennymac was paying RSI's bills. Ironically, the County Tax Assessor had finally convinced the Franchise Tax Board to waive the bills because of the problem it was causing me - but Pennymac had paid the bills in November of 2024. The tax assessor was shocked at why Pennymac would have paid the bills, and explained how difficult it would be to get the money back now. First we would need a breakdown of the bills that Pennymac paid. I have been working with various Reps at Pennymac since 1/02/25 - trying to get them to give me my money back, and/or to give me the breakdown (of my $2383.45) that they paid the County so I can help them. At this point (3/05/25) I give up; Pennymac should refund me now!

  

  Business Response

  Date: 03/06/2025

  Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Mr. 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.

  Customer Answer

  Date: 03/10/2025

  
  Complaint: 23027126
  
  I am rejecting this response because:

  The message I got from the BBB system indicates I need to acknowledge the first response Pennymac submitted last week. I did receive that message. But notably Pennymacs message only said they would look into it (this is something their call center employees all over the world had supposedly been doing since early January). I still have not heard from them about how they are going to resolve the problem yet.
  
  Regards,
  
  ***** P*****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 03/14/2025

  Thank you for the additional information, and for speaking with our Priority Complaint Specialist on March 13, 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: 03/14/2025

  
  
  Complaint: 23027126
  
  I am rejecting this response because:
  

  The response by Pennymac did not offer a resolution; the response by Pennymac simply says they will look into it. Pennymac forced me to pay someone else’s $2,383.45 bill; the only acceptable resolution is, at minimum, a $2,383.45 refund. Pennymac’s priority resolution unit did call me yesterday (6 days after the complaint was submitted) to say they were looking into it; however they were unable to explain to me why it took them a week (after the BBB complaint was submitted) to start looking (given they took the money from me well over two months before the complaint and I had been requesting an immediate refund at the time of payment):

  On a positive note Pennymac’s priority resolution unit called back today (7days after the complaint was submitted) and acknowledged that they have identified $2,286.76 of the $2,383.45 as needing to be refunded. It seems to me they are finally in the right track to figure out the whole problem and get me the whole amount refunded. However, I will not consider the problem resolved until the money is actually refunded. 
  

  Note: a Residential Mortgage Lender should help Americans realize their dreams of home ownership; they should not create American Nightmares where homeowners are forced to pay other people’s bills and then spend hours and hours trying to figure out how to get their money back. 

  
  Regards,
  
  ***** P*****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/04/2025

  Type:Billing Issues
  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 November 2024, I was notified that the property taxes owed to my state county were higher than it should be. The bill was $10,206.39 when the accurate amount was $3,832.49. I notified PennyMac of this via the Message Center. After corresponding with PennyMac, it seemed like we all agreed to hold payment. Then on December 2, 2025, my county corrected the property tax issue. On December 3, 2024, I received a message from PennyMac that stated they acknowledge the changed amount and will pay the updated amount. However, PennyMac still paid the higher amount. I messaged PennyMac again on 1/3/25 and stated "Can you please explain why the $10,000 was paid when you all assured me it would not be paid. The $10,000 amount was paid instead of the correct amount in the $3,000 range?" I never got an explanation other than that it was a mistake and my escrow would be updated accordingly. Subsequently, I received Form 1098 from PennyMac that shows the Real Estate Taxes Paid was $10,206.39 and not $3,832.49. PennyMac informed me that, because the refund from the county was received in January, the 1098 cannot reflect the $3,832.49 amount. I eventually got a call from Karen C., a Research Specialist, on February 21, 2025. I explained the situation to her and she agreed that this was a mistake on the part of PennyMac and that $3,832.49 should have been paid. She said she was going to reach out to the Tax department and see what they were going to do to rectify this situation. She said she would call me back by Tuesday, February 25, 2025. I also got a message in the Message Center that also stated that she would be calling me Tuesday, February 25. Now, a week past the day PennyMac was supposed to call, and I have not received an update or a resolution to the mistake caused by PennyMac. I have called multiple times and left voice messages. Now, I went back today to pull the messages I sent regarding this issue, and they are no longer in my Message Center.

  

  Business Response

  Date: 03/04/2025

  Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”)
  the opportunity to review and respond to Mr. G********' 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. 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.

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  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 October I submitted a request for a disaster forbearance due to our home being damaged in the Hurricane Hellene event. We had to pay for a deductible for a roof and other damage to our home. I paid Octobers Monthly payment and requested to defer November, December and January payments through the automated system online on the Pennymac website. I checked in every single month online as it told me to do. It also states no further contact or information is needed other than your check in to ensure assistance was still needed. Once the forbearance ended I contacted Pennymac on 2/3/25, which was the first business day of the month and as soon as I verified my information and the representative answered the phone. She was like you owe $12,431.10, how would you like to pay today? She was the most rude and insensitive and honestly mean person I think I have ever dealt with. I was trying to explain my APPROVED forbearance situation but she kept interrupting me and saying well you need to read the “fine print” and you should have done this, and you should Have done that. I finally got a few words in to explain and she said well I will have to see what you are approved for as you are not guaranteed anything at all. I was at a loss for words. I am a RN, I am someone who pays my bills and is on time with things owed and I am Appalled I was treated this way! But this is not all of what happened! I was reported 90+ late on my mortgage by PENNYMAC SERVICES!! I was absolutely not as I was in an APPROVED DISASTER FORBEARANCE PLAN! I was told “well they do not reverse anything” I explained this was absolutely incorrect and I demanded this to be escalated further. I never heard a word back and this has affected my credit scoring so much that it is now in the 500’s!!! This should have never happened! This is a terrible thing to do to people Who trust you and need your help. You approve them, talk to them like trash and then report them falsely to credit bureaus. Terrible!!!

  

  Business Response

  Date: 03/03/2025

  Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to 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: 03/03/2025

  
  
  Complaint: 23010957
  
  I am rejecting this response because: I want to ensure Pennymac will address the inaccurate 
  Information reported to the credit bureaus. A letter is fine but I need to know this will be addressed as this is not accurate information at all. I do not want to close this dispute and the letter state other information. 
  Regards,
  
  ***** H*****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 03/04/2025

  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 March 04, 2025 , and provided a voicemail for a callback. We encourage you to make contact, to further discuss, at your earliest convenience.

  Customer Answer

  Date: 03/04/2025

  
  
  Complaint: 23010957
  
  I am rejecting this response because:
  I did not receive a phone call today from anyone or a voicemail from Pennymac  I will be expecting the call thank you 

  Regards,
  
  ***** H*****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  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 bern trying for over 8 weeks to stop Ornnymac from charging me double for my escrow. I paid for my insurance from The Hartford but Pennymac refuses to remove the insurance from my escrow. This is fraudulent.

  

  Business Response

  Date: 03/03/2025

  Thank you for bringing this matter to our attention and allowing PennyMac Loan Services, LLC (“PennyMac”) the opportunity to review and respond to Mr. I****'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. I**** 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.