Our payments have been messed up since November (it is now April) and we have received numerous late fees and ruined credit now due to this companies incompetence. We have made numerous phone calls and spent endless hours on the phone trying to resolve the issue. Always having to regurgitate the entire story over and over again. Obviously customer service does not notate phone conversations so no one ever has a clue that we have spoken with someone before. We have even been told that no one with that name works there. We have spent an hour on a call just to be disconnected and cannot be transferred back to the person that we were speaking to. Managers refuse to take calls when you ask to speak to someone with more knowledge. The calls always end with us being assured that the problem will be resolved within days but when we receive our next statement or check the website (the two never march) the problem is either worse than before or has been slightly corrected but new issues and late fees are added. It has been totally infuriating. Customer service reps are unprofessional and untrained. Dealing with anyone at this company has been a nightmare!! I absolutely HATE dealing with this company!!!!!!!!!
Developer Response
Thank you for your review. We're always working hard to improve the mobile app. If there is a way to make this a 5 star application please feel free to share more in detail any recommendations. To share your customer service experience please call us at 1-800-777-4001 so we can better assist you with your loan.
Fix App Crashing with Newest app version - Now Fixed
Cheetahonscramble
Update: Response received with advice on how to fix the below and it worked. If anyone else has this problem, delete and re-add the app. The only downfall if that you need to sign in from scratch with verification again which is annoying when you are used to doing a quick tap on the app and then an auto face login. App has improved with a lot of info as I looked around so give this 4 stars since I have a feeling every update now I’ll have to re-do these steps. Please ensure smooth transitions for members with app updates so we don’t have to delete, re-add app, and re-verify just to use the app again. Thanks.Old input: It is not letting me add 4 stars on top so hope this info helps others. Initial: Newest app version crashes every time you try to switch to a 2nd loan within the app. Please fix ASAP as this did not crash every time before I updated to the latest app version (have tried many times to switch and it crashes every time). People depend on the app to work to look up payment amounts due. Please fix ASAP.
Developer Response
Thank you for your feedback as we continue to look into this issue and improve the mobile app's performance.
Frustrating Payment System Despite Good Website Navigation
Bibie892005
36 years with numerous loans and never had a late payment until I started using the PennyMac mobile app. While the website provides a good dataset and is easy to navigate, the payment system on the app is incredibly frustrating. The confirmation pop-ups when trying to make a payment are confusing, and you need to double-check for a pending payment after submission. This confusion led to a late payment hit on my credit in the early days of using the app. This experience was disappointing and worth warning others about. Despite the decent website, the app's payment system needs significant improvement.
Developer Response
Hello, we're always working hard to improve the mobile app. If there is a way to make this a 5 star application please feel free to share more in detail any recommendations or issues you are experiencing.
Worst mortgage ever
Oswald’sMom
This has been the worst mortgage experience I’ve ever had. Nothing ever works, the website and app are useless and you can’t ever get anyone on the phone. *Here is more detail-every single year, I have to update my homeowner’s insurance. It has been the same since the inception of this loan. My condo is STILL on the 3rd floor and doesn’t necessitate flood insurance. Trying to update it is nearly impossible! You cannot get a human on the phone. Secondly, there have been numerous times where I’ve tried to login to pay and not been able to, due to yet another issue with the website or app. I was charged a late fee. When I finally got someone on the phone, (because they will answer if you’re late on a payment) they refused to refund the charge. I have two other mortgages with another lender and have never had an issue paying my bill. If I wasn’t locked in at a superior interest rate, I’d be gone. No chance you’re getting a 5 star rating from me.
Developer Response
Hello, we're always working hard to improve the mobile app. If there is a way to make this a 5 star application please feel free to share more in detail any recommendations or issues you are experiencing.
This release comes with updated design and functionality enhancements based on your feedback. Be sure to turn on automatic app updates to always have access to our most improved version. (Go to Settings > App Store, and then switch on “App Updates.”)
Version 1.4.379723
The developer, PennyMac Loan Services, LLC, indicated that the app’s privacy practices may include handling of data as described below. For more information, see the developer’s privacy policy .
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The following data may be used to track you across apps and websites owned by other companies:
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Financial Info
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The following data may be collected but it is not linked to your identity:
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Accessibility
The developer has not yet indicated which accessibility features this app supports. Learn More
