I have been sending messages to PennyMac for nine days now for someone to call me to solve a property tax problem. No one has called. Their automated phone service has problems. They ask to type in the loan number, but only give you about 3 seconds to do it. After three tries, you are not allowed to try again.

Wonderful customer service and communication. Website very easy to understand and navigate. Would highly recommend.

It was really easy and they answered our questions very quickly.

Extremely pleased with the services provided by Penny Mac. Their team of professionals were efficient, knowledgeable, and very helpful. I could not be more satisfied with my refinancing process. 4 years + as a customer and looking forward to more. Trust this company with your mortgage loan, you will not regret it.

The MAC-team strikes a balance between professionalism and excellent customer service. Each individual in the team paid special attention to detail and communicated well, keen enough to answer all my questions. The ease of navigating the refinance road was surprising to me, considering the bumps along the way just a decade ago. The combination of reading/ signing documents online and the quick turn-around times by the team members at various junctures, made the process seamless. I appreciate your guidance in this matter. Prem/

I usually pay online and this month went to the usual site and it showed first the site was down and then to STOP because it was a phishing site. WTH??? They can inundate me with calls and mail and emails to re-finance but can't keep up a website?? Something is very wrong!! Now have lost confidence in this lender!!

This is the worst experience in my life for a refinance. The sad part my VA mortgage was later sold to PennyMac. Sit back and enjoy the show of this horror movie. I started back circa Sept 23rd with Miranda N, loan officer. She was horrible and did not replied to my emails and ignored my v/m, I had to follow up with her after 3 days, she said the phone were down for 3 days which to me being a c-level IT engineer I found her excuse unacceptable. I could not deal with her after 2 weeks of lies, interest rate as low as she said, and I asked her to break things down, and she ignore answering my questions back. I found out later she never even scheduled for a home appraisal and took my credit card. She never charged it et etc.... was a waste of two weeks. There are other players in town. I received circa early November an email from PennyMac about low interest rates, et etc... I decided (was a mistake) to give my mortgage company PennyMac another break and try it again. This was around November 8th, 2021 or so (today is January 14, 2022). The loan officer was and still is (maybe) Donald W. At the beginning was smooth and I provided what they needed to upload to the customer's dashboard. I got an appraisal the following week, the same week a termite inspection in which it was found two small areas of the foundation concrete had termites. All this information was uploaded to the dashboard and a hardcopy of the PDF report was provided via email to the loan officer who confirmed the documents. Received a call from a lady in customer service they were going to assign a person who was going to take me to the "finish line" (I am still waiting to cross that line). She asked me to fill a VA document called "next of kin" and it was done within an hour (I work this way). All this was done by or before November 19th, 2021. The next phase was what I wanted to cash out and approved for a 2.25% where Miranda N. told a 2.10% a month before. Interest rates were still low and nothing did change. I was looking at numbers for 130K cash out and it was processed and approved but on December 3rd, 2021, I asked Donald W., loan officer to give me a number of 150k cash out and we spoke by phone an email. He gave me numbers. I told him go ahead and do a 150K cash out on 12/3/2021, and I received an alert on the dashboard to review what he processed. I saw that he processed 210K cash out and I freak out (the numbers were affordable to me but I never authorized that). I called him right away, left a v/m, and emailed him to change it. He ignored my calls for two weeks and emails. I was also dealing with my assigned person Liem N. whose job is to review customer's status and what needs to be done (this is another horrible story but he is just the messenger. It gets complicated folks so grab the pop-corn). I received numerous emails from Liem that I need to complete the "next of kin" form (remember this was done in November 2021 and it was now December 10th). I finally spoke with Liem and told him to stop sending me emails about this VA form that he should review the dashboard before calling a customer and see that it was completed and water marked with dates and times when it was uploaded. In the mean time 2 1/2 passed no word from Donald W. about correcting the 210K cash out to 150K. He finally replied that I need to speak to a manager. His replied to me was, "everyone wants a manager." Yes, folks, it is true (all those emails have been deleted within PennyMac but I have the emails from my email server. Weeks go by seeing to action from PennyMac nor a manager who should have contacted me from the Tampa PennyMac office (today is January 14th, no calls yet and this week did another escalation waiting for April Williams who is the manager from Tampa to have the decency to call a customer on a escalation matter). I received a phone call from Liem asking me on December 22nd or so, that I needed to get a clean copy of the termite inspection before going to the next process (yes, folks you heard me right. This was done back on the 19th of November 2021 and being told now). I was told that we could be looking at a closing of December 22nd, 2021). My blood started to boil and asked Liem to get me a manager. He complied and I started to deal now with a Patrick H. from the California office (yes folks, now in California) who is Liem's manager circa December 22nd, 2021. Patrick turned out to wanting to do the right thing and email the sales department. This was during the holidays and most likely people were going to be out. He cc. a lady until today's date she never emailed me or Patrick H. Patrick told me that we would be emailing me on January 3rd 2022. No emails of phone calls. I emailed him and on January 4th 2022. I had certain demands now "We have reached out to sales many times and no one responded." Filing complains with FTC et others loan 7014103684. Go with another company!

I'm a veteran who sought out a VA home loan as a first-time homeowner. And working with PennyMac has always been easy-peasy. I've had very few problems with PennyMac. In fact, I can only remember one hiccup. But it was resolved in an efficient and timely manner with no negative consequences on our end. Fast forward 7 years later to the refinance...again, quick easy and painless. The only mistake was on a few forms that had spelled my first name wrong. Which then required me to cross out my name, write the correct spelling, and initial. But it wasn't a lot of pages that had mis-spelled my name and it didn't slow the processing down.

They helped us when no one else would. The process was simple. Communication was concise. Help was friendly.

👍👍👍 still paying a payment for the next 30 years

I purchased my home for $159,900. Owned home for about 6 yrs now. COVID affected my family so multiple payments were late. They put me on a forbearance plan. Selling the home due to wife and I geting a divorce. I have to pay $179,100 to pay off the house. I paid mortgage for 6 yrs and now have to pay an additional 20K to close loan. Called customer service. They said there was nothing they could do about it. I had no options and said that if I would have made my payments on time that this would not have happened. Understand there's some legal crap behind this, but situation is not fair and they were NOT willing to work with me. Some customer service! I have been a military soldier now for about 18 yrs and will be telling everyone at my station to stay away from PenntMac!

Excellent, competent, quick, professional service.

The service from my M.A.C. team member Michael D. was awesome! He was always willing to talk with me about my questions and was very knowledgeable. He sent weekly updates throughout the process keeping me informed of delays and/or further information needed. Very impressed with the entire process from start to finish!

I'm a REALTOR with 26 years experience and I have NEVER had a mortgage company treat a buyer as bad as PennyMac just did. The loan was denied after the scheduled close date because the home owner is an LLC?? The property appraised over the purchase price and the contract stated the seller was an LLC from day one. PennyMac has cost my buyers thousands of dollars and we have to hope the sellers will give us an extension.

Great team, excellent service

My experience was stressful, filled with misinformation, and incorrectly done procedures. Communication is lacking, people need training, and it takes entirely too long to get the money back. They do NOT live up to the "superior service" they claim to provide. Every person I talk to says the last person I talked to did NOT take the proper steps or did it wrong. Five people and seven days later, they tell me it will take another 20 days. So, much for Christmas this year!!!!!!!!!!!!!!! They don't care. They won't take responsibility for their screwups, and following their policies are more important that you getting to eat. Update: I got through five people to someone who was willing to fix the issue. He relieved my stress and got it fixed

The worst loan company on the planet. They lie and disappear when you have questions. They will take your appraisal fee and run. DO NOT go with PennyMac. Find someone else for your loan and make sure you do your research!

Refinance process was smooth until closing. They did not use my escrow to pay my homeowner’s insurance. I came to within one day of not having insurance coverage for my home. It took over 4 hours on the phone with multiple Penny Mac employees to even figure out what happened. Out of the 8 employees I talked to during the 4 hours, only 1 was actually informed and helpful. 3 out of 8 were courteous. Several were rude especially Ivonne. She kept insisting that it was paid and it was not. Promises of return calls by “supervisors” did not happen.

After being outside of my home for 3 months due to damage from Hurricane Ida I have been treated with nothing but disrespect and unprofessionalism by PennyMac they do not notate accounts they are very argumentative and they do not listen to customer service needs after calling PennyMac multiple times regarding my claim and services for home repairs for inspection I was constantly ignored the Representative continued to go back and forth with me that I was not aware of my own situation PennyMac does not have good customer service skills nor do they care about their customers they need training on professionalism and emotional intelligence I would not recommend this company to my worst enemy. They treat their customers like dirt they do not listen to your concerns and they are totally inconsiderate of your customers needs the customer service Representative refused to allow me to speak with supervisors and they will not listen to your concern instead they argue with you and talk over you the customer service Representatives at PennyMac need to learn professionalism and how to treat their customers because their listening skills are very poor I would not wish this company on anyone in the world I would not recommend them to anyone and I'm definitely disappointed in PennyMac this is the worst mortgage company ever and I will suggest going the other way when it comes to PennyMac I would never recommend this company to anyone

I pay my mortgage on time every single month without fail. My money for my property taxes and home owners insurance is put into my escrow, yet Penny Mac “forgot” to pay my home owners insurance on time. My home insurance agent contacted me to tell me and I had to pay OUT OF POCKET before midnight to not be canceled. So why exactly am I putting my money in escrow if they can’t figure out how to do their job on time! DO NOT RECOMMEND. The only good part of this situation was the very nice woman I spoke with in the insurance department.