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PennyMac Loan Services, LLC. complaints

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3043 Townsgate Rd, Suite 200
Westlake Village, CA 91361 | Get Directions

(818) 224-7442

http://www.pennymacusa.com

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Total Amount in Dispute:
$56,552.00

Total Amount Settled:
$0.00

Complaint Experience

50%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

6 complaints against PennyMac Loan Services, LLC. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
3	Unanswered

6 complaints against PennyMac Loan Services, LLC.

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1/29/2026

RESPONSE: Complaint was not answered Amount in Dispute: $50,000.00 Amount Settled: $0.00

Customer Complaint

1/5/2026

Pennymac.com loan department has fraudently taken $50,000.00 of equity out of my house and now alleging that I did it although I did not, and requesting me to make payments on something I did not borrow. Resolution Sought Money put back in the equity that they took out of my house.

3/26/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

2/15/2025

I called Pennymac and spoke with Phil. I noted my concern regarding a loan document we received with our address on it. Being familiar with the company through our stepson, whom we have very little contact with, that we were concerned why our address was listed as his current address on this completed document. Phil said, "he had to speak to someone to respond to me." I waited over 33 minutes for him to get back to me. He did not ask for the loan number or who the applicant was leading me to believe I wouldn't get a response and they were just waiting for me to hang up. So here's my delima. Resolution Sought Respond appropriately as to how this can happen if they do a title check and find out the customer is in fact not on the deed nor has he ever lived there! It's now 28 minutes into this call.

Company Response

3/14/2025

The purpose of this letter is to inform you that PennyMac Loan Services, LLC ("pennymac") received your written correspondence on February 26, 2025, regarding the above-referenced loan. We are currently conducting a full review of your loan as it relates to your inquiry. Upon completion of our review, a response letter will be mailed to you detailing our findings and action taken. This letter does not require any action to be taken on your part. It is simply a courtesy notice about the status of your inquiry. If a additional documentation is required, we will contact you directly to provide you with specific items needed. In all of our interactions with you, we are committed to being accountable, reliable and ethical through actions that reflect our core company values. If you have additional questions, please call our Customer Service Department at (800) 777-4001. Our office hours are 5:00am to 6:00pm PT, Monday through Friday, and 7:00a to 11:00am PT Saturday. Sincerely, Research Department PennyMac Loan Services, LLC

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