PENNYMAC MOBILE 4+

The user experience updates that you guys have been progressively rolling out have been a big improvement over the old style. And the way you have rolled them out incrementally without disrupting my ability to do things in the app has also been excellent. I just noticed the toggle for Spanish speaking option - I am not a native Spanish speaker but learning. I know that creating an immersive language option is no easy feat for the company. The value the company placed on these details improved my overall view of the company and increased my loyalty. I have a feeling you mostly hear about bugs, but just wanted to say well done!

We are pleased that you enjoyed the app. Thank you for your review.

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!!!!!!!!!

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.

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.

Thank you for your feedback as we continue to look into this issue and improve the mobile app's performance.