PENNYMAC MOBILE

Ref: Your automated system: Since October I have struggled to use your automated system. First , it is not user friendly. I'm 53 and I love paying thing esp on time. Your system , which I truly believe you have never used does not efficiently process my transaction from a convenient standpoint: automated system never links my four digit SS number to my account requiring multiple attempts. Rather than tell you how the rest of the long list of failures in your process that make money or how collect it. You should try using your own system and see how frustrating it can be. Your IT department should accrsss it regularly from a new customer stand point. Maybe in a board room with his or her superiors on speaker phone to see what a hard process it is! The value in my review is Gold if truly care about customer service. Sincerely Jason Williamson.

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!!!!!!!!!

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.