PennyMac Customer Service Experience

Our Loan Specialists treat all customers, whether they call to get their current loan balance or tell us about a difficulty making payments, with mutual courtesy, respect, and integrity. They receive the patience and consideration that only a mortgage servicer dedicated to customers and their communities can provide. Our Loan Specialists have a goal of keeping you in your home for years to come.

We also strive for simplicity in all of our communications - in things we send you in the mail, in the content of this website, and in our conversations with customers. We help our customers to see things for how they truly are.

Likewise, we never participate in aggressive debt collection practices - instead we look carefully at each customer's individual situation, come up with the best solution that works for both parties, and explain as many aspects as customers need.

We believe that our customers benefit from our service and have a great experience.

Experience PennyMac For Yourself

Sometimes it is better to hear or read* a sample interaction so that you can assess an experience for yourself. Therefore, to give you a sense for how we can help and how we interact with our customers, we have posted a phone call with a sample customer, John Smith, who is having problems making his payments. Mr. Smith is not an actual customer, but the help we provide is real.

During Part 2 of the sample call, the Loan Specialist reviews a modification option with Mr. Smith. You can see what this option looks like in our Borrower Restructuring Summary. Customers receive this summary as part of most modification programs.

Hopefully listening to a sample interaction will reduce any fears that you may have in contacting us when or if you experience any challenges in meeting your financial obligations. Want to try the PennyMac experience live? Contact one of our Loan Specialists.

* If you are unable to play or hear the audio files, you can read a transcript of this sample call.