Our loan officer, Shirley Maquina, was fantastic! Very professional, personable and patient. We had a lot of questions and she answered them in terms we could understand. Always followed up quickly... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
One of the best decisions I made in this journey was choosing PennyMac! From the beginning Loan Officer Ross Flaharty was amazing. Knowledgeable, patient, and professional. Everything was explained an... See more
Company replied
PennyMac is a well-oiled machine. The process moves along well. Every step of the way is easy to move through. Systems are set up well, easy to upload docs and connect with the staff. This current... See more
Company replied
Michael was at all times very professional and polite. He returned all call promptly and if he could not answer a question directly he got the answer and called us back before the end of the business... See more
Company replied
Company details
Our Mission
Written by the company
- Your Journey To Homeownership.
- For nearly two decades, Pennymac has established itself as a leading and respected mortgage lender and servicer, helping more than 5.3 million homeowners achieve their aspirations of homeownership. Pennymac’s dedication to affordable lending and sustainable homeownership continues to support its long-term growth and the customer experience. Pennymac offers a wide range of tailored loan solutions for home purchase, refinance, cash-out refinance and home equity needs, including FHA, VA, investment property and jumbo loans, as well as fixed-rate and adjustable-rate (ARM) options. A Pennymac Loan Expert works with borrowers to explain their options and outline what to expect, helping them move forward with greater confidence.
- Award-Winning Service And Expertise.
- As a leader in the industry, Pennymac holds top national rankings as the #1 correspondent aggregator, #2 overall lender and #3 wholesale lender. That level of experience is paired with a strong focus on service, including support that continues throughout the life of each loan. The company is also a 5-star-rated lender on LendingTree and an A+ rated accredited business with the Better Business Bureau. Recognition from trusted third parties further reflects this commitment to customers. Pennymac is honored to be recognized by USA Today as one of America’s Best Customer Service providers in Financial Services and continues to set industry standards, earning accolades such as 2025 America’s Most Loved Workplace as featured in The Wall Street Journal, 2026 Military Friendly Employer, Mortgage Women Magazine’s 2025 Top Employer for Women and National Mortgage Professional Magazine’s 2025 Best Military Lender. In 2025, Pennymac also became The Official Mortgage Supporter of Team USA and the LA28 Olympic and Paralympic Games.
How can we help?
Discover your journey to Greatness with Pennymac
Contact info
United States
- www.pennymac.com
4.6
Excellent
3K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from PENNYMAC
Nick,
We're so glad you found our service excellent and that it was easy to speak with our agents! We appreciate you taking the time to share your positive experience.
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
Everything worked out great from…
Everything worked out great from beginning to end. Sage started the process and turned it over to Josh who continued the fallow up. Final closing was also excellent. My first experience with Pennymac. I have to say it was more than an excepted there was some old ups but overall the experience was great. I was satisfied with my results. Thank you. For going the extra mile.
14 July 2026
Reply from PENNYMAC
Abelardo,
We are thrilled to hear that your experience from beginning to end was great and exceeded your expectations! It's wonderful to know that our team went the extra mile to ensure your satisfaction. Thank you for sharing your positive feedback.
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
The employees were knowledgeable and…
The employees were knowledgeable and quick to get my mortgage set up.
16 July 2026
Reply from PENNYMAC
Bryanna,
We are so glad our employees were knowledgeable and efficient in setting up your mortgage. Thank you for your positive feedback!
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
He did a great job with my penny mac…
He did a great job with my penny mac mortgage equity loan. Great service all around
18 July 2026
Reply from PENNYMAC
Lakesha,
We are so pleased to hear that you had a great experience with your mortgage equity loan. Thank you for your kind words about our service!
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
The customer service was excellent
The customer service was excellent. Staff always responded to my messages quickly and took the time to explain all the steps of my refinancing so that I felt more comfortable. I would highly recommend pennymac to others!
18 July 2026
Reply from PENNYMAC
Elizabeth,
We are so pleased to hear about your excellent experience with our customer service! It's wonderful to know our team made you feel comfortable throughout your refinancing process. Thank you for your recommendation.
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
Great communication
Great communication, I could always contact someone to answer my questions.
18 July 2026
Reply from PENNYMAC
Eleanor,
We're so happy to hear that you found our communication great and that you could always reach someone to answer your questions. Thank you for sharing your positive experience!
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
If I could give 0 stars
If I could give 0 stars, I would.
My refinance experience with Pennymac was completely chaotic and unprofessional from start to finish. I chose to refinance with Pennymac because they already serviced my existing mortgage. I assumed working with my current lender would make the process smoother, but it turned out to be the exact opposite.
The entire process was disorganized. There was a clear lack of communication, attention to detail, and ownership. Errors made by Pennymac delayed my closing by nearly a month, yet I was still presented with fees to extend the closing date—even after it was acknowledged that the delays were caused by Pennymac, not me.
After finally closing on my loan on **May 20**, I expected my first mortgage payment to be due **July 1**. However, I was unable to make the payment because my new loan was never properly finalized in Pennymac's system. As of **July 20**, my loan still showed as "in progress," and there was still no way for me to make my mortgage payment. No homeowner should have to chase their lender just to make a payment on time.
The issues didn't stop there. I was owed a **$15,000 payout** after closing. I was instructed to provide banking information for a wire transfer—twice—only to later be told that Pennymac doesn't wire those funds and that a check had actually been mailed instead. I was then given conflicting information about when the check was sent, and no one could provide proof of mailing, the address it was sent to, or any tracking information. It was eventually discovered that the check had been mailed to an old address, despite the correct information being available, requiring the check to be canceled and reissued.
Throughout the process I spent countless hours making phone calls, following up on issues that should have been handled internally, and receiving different answers depending on who I spoke with. No one seemed to have accurate information or take ownership of resolving the problems.
Refinancing is stressful enough without having to manage your lender's mistakes every step of the way. I expected far better from a company servicing my mortgage. Based on my experience, I cannot recommend Pennymac to anyone considering a refinance.
29 May 2026
Reply from PENNYMAC
Kristin,
We are truly sorry to hear about the incredibly frustrating and disorganized refinance experience you encountered. We understand how important a smooth process is, especially when you chose us as your existing lender, expecting efficiency.
We are particularly concerned to learn about the issues with your closing date, the challenges in making your first mortgage payment due to system discrepancies, and the confusion surrounding your payout. We recognize the considerable time and effort you had to expend to resolve these matters and we are currently reviewing the details of your experience to identify how we can assist you and how we can implement improvements. Your feedback is invaluable as we work to prevent similar situations for other customers.
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
Reply from PENNYMAC
Hi there,
We are so glad to hear that our customer service and care met your expectations. Thank you for your wonderful feedback!
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
Jordan was extremely pleasant
Jordan was extremely pleasant, helpful and understanding. The process was quick and fairly easy.
16 July 2026
Reply from PENNYMAC
Tiffany,
We're so glad to hear that our team member was pleasant, helpful, and understanding, and that your process was quick and easy! Thank you for your kind words.
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
Lovely experience
Working with Pahola as my loan advisor was the best decision I made during my home refinantial She explained the entire mortgage process . Highly recommend!"
17 July 2026
Reply from PENNYMAC
Cynthia,
We are so happy to hear that our team provided such a positive and clear experience during your home refinance. We appreciate you sharing your recommendation!
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
Reply from PENNYMAC
Peter,
We are so glad to hear that our team member was very helpful and accommodating. We appreciate your kind words!
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
Bryce was attentive and consistently…
Bryce was attentive and consistently returned my calls promptly. He brought a positive energy to every interaction, remained patient, and was genuinely helpful throughout the process. He made the entire experience smooth and enjoyable. As someone who is involved with a similar process for a living, he is someone I’d want on my team. This process can be extremely stressful for consumers and he made it less stressful with his positive demeanor and knowledge.
18 July 2026
Reply from PENNYMAC
Hi there,
We are so pleased to hear about your positive experience and that the process was smooth and enjoyable. It's wonderful to know that our team member's positive energy, patience, and knowledge made a stressful process much less so for you. Thank you for sharing your kind words.
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
Sean was awesome. The processor was incapable of doing the task.
Sean the rep I talked to in the beginning was awesome. He was able to answer all my questions and concerns.
But when it comes to the loan processor, Jericho, he was unhelpful. Every question, concern or thought was not getting answered. He didn’t bother to look into it or research any of it. Just wrote off the issues as “my issue”. I had to reach out to his manager, and she was able to get me the answers I needed. It was completely unacceptable on how he handled the whole situation.
18 July 2026
Reply from PENNYMAC
Jared,
We appreciate you taking the time to share your feedback. We're glad to hear that our initial representative provided excellent service and addressed your questions thoroughly. We are concerned to learn about your experience with the loan processor and the difficulties you faced in getting your concerns addressed. We are committed to ensuring all our customers receive clear communication and support throughout their process. We are reviewing this matter internally to prevent similar situations in the future and improve our service.
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
You was very understanding with me abs…
You was very understanding with me abs worked around my appointmentso to get everything completed. You always kept me informed of anything I needed to do or anything I needed to complete.
18 July 2026
Reply from PENNYMAC
Carrie,
We're so glad we could be understanding and accommodate your schedule to complete everything. We appreciate you acknowledging our efforts to keep you informed throughout the process.
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
They are rated very highly by the VA and now I know why!
Got to work with very professional, detailed and extremely courteous. They also responded quickly and with knowledge of what was needed!
18 July 2026
Reply from PENNYMAC
Ronald,
We're so pleased to hear you found our team professional, detailed, and courteous, and that we responded quickly and knowledgeably! Thank you for your kind words!
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
They helped me do what I needed to do.
16 July 2026
Reply from PENNYMAC
Nancy,
We're so glad we could assist you in achieving your goals. Your positive feedback is truly appreciated!
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
Terrible customer service and extended…
Terrible customer service and extended wait times. They have failed to correctly document our mortgage despite repeated calls.
16 July 2026
Unprompted review
Reply from PENNYMAC
John,
We appreciate you sharing your experience and feedback. We are concerned to hear about the difficulties you've faced with your mortgage documentation and the service you received. We would like to assist you further.
Please text us at (805) 716-6348 so we can gather your information and escalate this internally.
Our refinance went extremely smooth
Our refinance went extremely smooth. No problems, we couldn't have asked for a better experience.
Jessica Hall was a great pleasure to work with, her knowledge on Pennymac's products and what they have to offer for refinancing options and guiding us through the whole process was such a pleasant experience. We would like to thank Jessica Hall and the Pennymac team for such great customer service.
Raymond LaRose and Robin Read.
17 July 2026
Reply from PENNYMAC
Raymond,
We are so pleased to hear that your refinance was a smooth and pleasant experience! It's wonderful to know that our team's knowledge and guidance made such a positive impact. Thank you for sharing your kind words.
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
Great customer service all the way…
Great customer service all the way around. Prompt and clear communication throughout the whole process.
17 July 2026
Reply from PENNYMAC
Cory,
We are so happy to hear you had a great experience with us and appreciate your kind words about our customer service and clear communication. Thank you for your wonderful feedback.
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
Vanessa did not give up on us
Vanessa did not give up on us. She responded very quickly to questions, concerns and when we had decided to go with another company, Vanessa matched their offer +$500 on closing costs.
16 July 2026
Reply from PENNYMAC
Penny,
We're so glad to hear about your positive experience with our team. It's wonderful to know we could assist you effectively and ensure you felt supported throughout the process. Thank you for sharing your feedback!
Please text us at (805) 716-6348 if you ever have any questions or need assistance in the future. We're always happy to help.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.