I always make my mortgage payments on time. I call the same date every month to make the payment which I did the last month as well. I called the automated system to make the payment on the same date of the last month. They acknowledged my request and provided me an acknowledgement number. I was driving so I wasn’t able to make a note of the acknowledgement number.
However, I never had a problem before. So, I did not bother much. Later, after few days, I got a call from the collection team saying that I they needed my SSN. The call was from Pennymac Loan Services. This is what the person told me. I asked for the reason and he asked to confirm saying that I would be required to verify the SSN number first.
I thought that they might be scammers trying to get hold of my SSN number. So, I disconnected the call and made no further enquiry with the company. After one more week, I received a call from the company again and this time, the person asked me for the address. I verified the address and he informed me that the payment was not made for the last month and my account was forwarded to the collection team.
I said that I had made the payment. Although, I did not have the confirmation number, but the automated system did confirm me about the payment. He checked and said that there was an error in the system and the amount was not deducted from my account. After this, I checked my account and the amount was not deducted as per his claims.
So, I immediately paid on the phone and asked if that would make any problems on my credit report. I said that I would really be grateful if they would clarify the matter with the credit report team. However, these guys refused to offer such assistance. That guy told me that they would not be able to help me in such case and they won’t acknowledge the error.
They can very well see that I had called that day. Apart from the clean payment history, I have always been a great customer with no problems so far. Looking at my history, I atleast deserved an explanation and a clean credit report for the mistake that happened because of them.
I called them few times. After few calls, they provided me an address to write the complaint. But, she also said that it would of no help as the letter would not be processes as early as it was required. She told me that as soon as the letter will process, the damage would already have been done. So, she suggested not to waste time sending that letter.
I am not sure why they have not a proper procedure in place. There has to be some solution for the problems caused by machine errors. If not, why the borrowers should have to take the pain.