PLANET HOME LENDING, LLC

2019-11-20

Saint Clair, MO

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-11-06

Jacksonville, AL

Problem with a credit reporting company's investigation into an existing problem

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-25

Santa Ysabel, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-24

Marietta, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-10-23

Wann, OK

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-10-12

El Sobrante, CA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2019 I contacted Mr. XXXX XXXX to discuss him refinancing two of my properties. I expressed to him that my wife works for a larger bank and we could get a good rate, but I was comfortable going with his company considering he had all of my information from a previous investment property that I had purchased a month earlier. Mr. XXXX told me that if I refinance both of my properties with him that he would give me a lender credit at closing which equal to a combined amount of {$1800.00}. At the time of closing the money was not credited to me and he refused to send me a check for the amount. I would have never used his company if he had not agreed to give me the credit in the first place. The credit is not disclosed on the final HUD or disclosure documents. After numerous emails and phone calls neither XXXX or his manager XXXX XXXX send me a check for the agreed funds.
Company Response: Closed with explanation

Timely Response

2019-10-08

Oswego, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-04

Mill Creek, IN

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Planet Home Lending ( PHL ) is currently servicing my home loan. They are claiming that I signed for a trial loan modification based on these terms ~ {$1100.00} payments due XX/XX/2019, XXXX XXXX & XX/XX/2019. They are claiming the modification documents were sent out on XXXX and you returned them on XXXX. PHL never modified the loan on a permanent level, which is a violation of CFPB and HUS servicing law. Instead they have pushed the case into foreclosure and have set a foreclosure sale date for XXXX. PHL also claims that they do not have records from the prior servicer, since they took over this loan XXXX, which is a violation of RESPA, 12 U.S.C. 2605 ( e ) ( 1 ) ( B ), They also do not show any record of the IN 32-30-10.5 mediation hearing notice or the FHA face to face meeting notice requirement was met. Both of these are violations of Indiana State Law and The False Claims Act ( FCA ) aka Qui Tam. Since PHL is refusing to cooperate on this matter, I am seeking your assistance.
Company Response: Closed with explanation

Timely Response

2019-10-03

Ft Lauderdale, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Every month Planet Home Lending sends me a mortgage statement that has fees and charges on it of {$1800.00}. When I called Planet Home Lending to ask what those fees and charges represent, they could not tell me anything other than the fees and charges were transferred over to them from the previous servicer. In addition, I made an additional payment of {$1500.00} on XX/XX/2019 which was not applied to my account.
Company Response: Closed with explanation

Timely Response

2019-09-30

Frederiksted, VI

Incorrect information on your report

Mortgage: FHA mortgage

Complaint: Planet Home Lending LLC ( PHL ), located at XXXX XXXX XXXX XXXX XXXX, XXXX, CT XXXX, has consistently and inaccurately represented payment history ; knowing they failed to provide necessary notifications and despite repeated attempts to resolve issues regarding inaccuracies. Having no other option, since they will not correct ( or at least provide complete information ), selecting rather to report and maintain inaccuracies, negatively impacting our credit score, we are filing a complaint with the CFPB. In or around XX/XX/2018, automatic debits were set up, by us, with PHL, to retrieve mortgage payments. Although PHL sent us confirmation showing that the automatic payment would be debited from our account for our next payment, for whatever reason, they did not retrieve the funds. Upon this realization, we contacted PHL, paid the amount in full, sent them the confirmation regarding the automatic debits, sent to us by them documenting their assertion that the draft was to be taken out. Nonetheless, they reported the payment as late. The first CSR we spoke with indicated that the error was indeed theirs and stated that the records would be updated. However, that never occurred. Many subsequent calls later, they eventually stated they needed twenty-five ( 25 ) days to review the records and make an assessment. When we followed up with them, we were told for the first time, that it may have taken up to thirty days for the debit process to initiate- a factor never disclosed to us at any time. We petitioned for them to update our records, since we were never notified about that thirty day window and in fact were informed of quite the opposite, but that only resulted in a report to the credit bureaus. While we are not arguing that the responsibility remains ours, it is a shady and sloppy company indeed, that receives its payment in full, after improperly informing a consumer of that company 's policy/procedures - one that could have a negative impact on the consumer, a consumer that has been with the company for over a decade, the company is notified of their inaccuracy, but then files that report with the Credit Bureaus anyway. In addition, PHL also reported two payments as late in XX/XX/2018 and XX/XX/XXXX- neither was. Consumers have very little power against corporations, and rely on them to have sound policies and practices- particularly when those corporations have the awesome responsibility of negatively impacting that consumer for seven years at a stretch. For the most part, many corporations seem to respect that responsibility, while others, like PHL, do not. PHL rather, has abused that power. My experience with them, even beyond this one, has shown them to be sloppy at best and negligent at worst. Further, even though they have a legal duty to correct inaccuracies, they have failed to do so. This company 's practices and policies, should they exist, be investigated and they should be fined when they are found lacking.
Company Response: Closed with explanation

Timely Response

2019-09-27

Newnan, GA

Closing on a mortgage

Mortgage: VA mortgage

Complaint: Step 1 : What is this complaint about? Loss of interest rate during refinance, due to process failure and negligence. Step 2 : What type of problem are you having? Given incorrect information by customer service and failure of the company to follow explicit instructions from the customer. Step 3 : What happened? On Friday, XX/XX/2019, at XXXXhrs I received a call from my closing attorney regarding my closing scheduled for XXXX on Monday the XX/XX/XXXX. She had done final checks on the closing disclosures and found out that Planet Home had failed to pay the county taxes on schedule, which changes my cash to close from {$370.00} to over {$4800.00}. I called Planet Home Customer Service at XXXX, XX/XX/XXXX, to discuss the issue. They told me that this resulted from them receiving a payoff request within 30 days of when the taxes were scheduled to be paid and that their policy was to not make that payment if the payoff was received in that time frame. They asked if I wanted them to go ahead and make the payment. I told them not to make the payment, that I would discuss it with my closing attorney and If I needed them to do that, then I would contact them again and instruct them to do so. After discussing it with my attorney, we determined that we could get a new payoff statement and account for the taxes in the closing. The lender sent a new payoff request Monday morning, XX/XX/XXXX. My Wife and I called in and discussed this with Planet Home on Monday morning, XX/XX/XXXX, and found out that I, as the loan holder, had to send in a specific request, hand signed by me, specifically requesting a netted payoff, in order to have the escrow money included in the payoff amount, this reducing the overall payoff. This would have completely solved the issue with the taxes. Planet Home stated that it takes 3 days minimum to get a payoff statement and they would not be able to get this completed in time for my closing. We discussed this with the attorney and the lender and determined that my rate lock expired on Monday, XX/XX/XXXX. She suggested that we could sign the loan as is, and adjust the closing disclosures when the new payoff statement was received. If there were any glitches in the process we had a 3 day Right to Cancel. We chose to accept this option and give Planet Home time to do the statement properly. On Wed, XX/XX/XXXX, we received the new payoff statement, which was not a netted payoff and did not account for the escrow funds. I again called Planet Home, and was told that they " do not '' include escrow funds in payoff statements. I explained what the representative told me on Monday regarding the process for a netted payoff and asked why this was not done according to my request and their instructions. They were not able to give me a satisfactory answer. I then asked for the exact amount in the Escrow so that I could discuss further remedies with my attorney, and was told that there was {$1800.00} instead of the {$5200.00} that should have been in the account. I asked for details and was told that they had made disbursement of fund to pay county taxes on Tuesday,XX/XX/XXXX. I asked why that was made since I had specifically stated to them to not make that payment and had accounted for it in the closing, and had requested a netted payoff which should have included those funds. I was told that Planet Home does not stop tax payments from escrow funds simply because a payoff statement was issued because they are legally bound to make that payment. This contradicted what I was told on the previous Friday. I then called my attorney back to discuss options and determined that it may not be feasible to remedy this situation satisfactorily. I called back to Planet Home again and asked for a supervisor. Once I got a supervisor, I asked him why my request for my tax payment to be held off was ignored, and he reiterated that that was not their process, and he was not sure why I was told that. The implication I took was that I should never have been given that option in the first place. I should have been told when the payment was scheduled to be made. I then asked him why my request for a netted payoff had been ignored, and he stated that the payoff request was made by a third party and did not request a netted payoff, nor did it contain an authorization for a netted payoff from me. When i asked him specifically if there was a letter attached to it with my signature on it, he opened the file and confirmed that there was no authorization letter. He then noticed a second request submitted on Monday, submitted by me, which included my authorization letter and specifically requested a netted payoff, which was never opened and acknowledged. As a result of not being given proper information by the company, I was unable to make informed decisions about my refinance of this loan. Because of the failure to follow specific instructions and pay attention to the requests submitted, I was forced to either come out of pocket over {$4800.00} for closing costs or lose the interest rate which I had locked in. Since I did not have {$5000.00} in liquid cash at the end of the month, and was only expecting to need less than {$500.00} to close, I was left with no choice but to exercise my Right to Cancel and lost my interest rate. This cost me {$200.00} per month decrease in my mortgage payment, amounting to {$69000.00} over the remaining life of the loan. This is a direct result of Planet Home 's actions and inactions. Step 4 : What company is this complaint about? Planet Home Lending , LLC Monday Friday XXXX XXXX XXXX XXXX ET Toll Free : XXXX Payoff Fax : XXXX Email : XXXX Mailing Address : Planet Home Lending , LLC XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX Step 5 : Who are the people involved? No Specific Names, Customer Service Department only, as I was told that I was not allowed to speak directly with the Payoff Department.
Company Response: Closed with explanation

Timely Response

2019-09-25

Euless, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-09-23

Mesa, AZ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-09-13

Jamaica, NY

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2019-09-11

Fort Worth, TX

Problem with a credit reporting company's investigation into an existing problem

Mortgage: VA mortgage

Complaint: Planet Home Lending have late payments on my credit report even though I paid in full plus the fee I want them to remove late payments from my Credit Report thanks I called them in advance and explain my situation they told that would accept double payments plus the fee, I have not miss a payment since then, 2017 is not a late payment is incorrect I always pay them on the XX/XX/XXXX of every month from my XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-09-09

Closing on a mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-08-13

NY

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: WE ARE TRAYING TO WORK WITH THEM BUT THEY ARE NOT WILLING TO WORK WITH OUS -- -WE HAVE BEEN SCAM BY A ATTERNEY MODAFICATION COMPANEY
Company Response: Closed with explanation

Timely Response

2019-07-30

Dalton, MN

Trouble during payment process

Mortgage: VA mortgage

Complaint: i dont have a account yet will set one up but i have a home that a quite title is filed on and my father passed leaving me the home and clear of any payments due he has passed away and the lending insurance claims that they are a bank and that they lent him money that he owed a debt of equity when its on irs and tax acessor file that he only owes tax on the home so i will be setting a tort claim to all cloud or claimers to home for tresspassing on private land i ask for themas a bank who dose not lend money but credit so where is the monehy coming from if he did not produce it but the promise to pay has paid everyone twice
Company Response: Closed with explanation

Timely Response

2019-07-23

Lansing, MI

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-07-18

Colo Spgs, CO

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: On XX/XX/2019 a listing contract, HUD settlement statement and Seller Authorization were sent to Planet Home lending. On XX/XX/2019 the Request for Mortgage assistance ( RMA ), XXXX, Purchase agreement, Listing agreement, XXXX, Hardship letter, letter of explanation regarding NO INCOME AND NO UNEMPLOYMENT, Occupancy Form and Bank statements were sent to the LENDER via email and Fax they claim were NEVER received. On that same day a Rep by the name of XXXX XXXX sent me Planet 's RMA, Expense worksheet, docs needed for review form, Anti-Fraud Agreement and XXXX. On XX/XX/2019, I called in again to make sure documents were received and once again, I was told that they were not and that the Listing Contract and Purchase Agreement need to be sent in, again. With no explanation of what exactly was needed just that the Documents were needed again. I resent everything. On XX/XX/XXXX, same thing missing documents. On XX/XX/XXXX same thing and documents were sent again, this is the 6th time that I sent in the same documents. On XX/XX/2019 the file was finally assigned a Rep named XXXX. On that day she again stated that the purchase agreement and other relating documents for short sale were needed. I lost it at that point and then she proceeds to tell me that they only needed missing pages of bank statements were needed and letter of explanation regarding a {$5900.00} deposit was made ( income tax return ), food stamp award letter. She also disclosed the VALUE that day of {$160000.00}. When the value was disclosed, i started asking for an ATP ( APPROVAL TO PARTICIPATE IN THE SHORT SALE PROGRAM ) FHA guidelines. On XX/XX/2019 I called in to check the status to make sure the documention stage had been complete and a Rep by the name of XXXX told me the documents were in a review. On XX/XX/2019 I called back in and spoke to XXXX and she stated that the food stamp award letter was still needed and the letter of explanation regarding the money that was deposited in the amount of {$5.00}, XXXX. At this point, I lost it again and reached out to the Foreclosure Attorney and XXXX for help. Needless to say due to the Incompetence of Planet Home Lending 's Rep the Property was foreclosed on XX/XX/2019. At that point I instructed Mr. XXXX to reach out to his lender for the cash for keys program. He was told that they do not participate in the XXXX for XXXX program. I called today XX/XX/2019 to check on the status because I sent a letter to the Lender ( which is attached for your review ). The Rep XXXX told me that FHA bought this back and that I needed to reach out to FHA because they ( Planet ) have no control over the property and that I needed to call FHA. WHICH I KNOW IS A COMPLETE BOLD FACE LIE BECAUSE THE TRUSTEE SITE SAYS THAT PLANET HOME LENDING WAS THE BUYER AT FORECLOSURE. I then reached out to XXXX to file a complaint because Planet Home Lending and it's Representatives are LIAR 'S. This is NOT OKAY. Mr. XXXX would not qualify for any other loss mitigation options because HE DOES NOT HAVE A JOB AND IS ON FOOD STAMPS. NOW PLANET HAS ALLOWED THE FORECLOSURE AND WILL NOT HELP HIM GET OUT OF THE HOME WITH THE XXXX FOR XXXX PROGRAM. The Rep at XXXX XXXX that filed a complaint for me said it is up to THE LENDER. EITHER WAY MR. XXXX CAN NOT VACATE THE HOME UNTIL HE GETS HELP WITH MOVING EXPENSES. I BELIEVE THAT THIS FORECLOSURE IS NOTHING BUT FRAUD BY PLANET HOME LENDING AND ITS REPRESENTATIVES. When I was filing the complaint with the XXXX rep she said that in her note the Lender stated they ( Planet ) home lending stated that the Mr. XXXX was not responsive when it came to the loss mitigation review! ANOTHER BOLD FACE LIE!! I don't understand how you the Regulatory Agency ALLOW for the BANKS TO DO THIS TO PEOPLE!!!
Company Response: Closed with explanation

Timely Response

2019-07-03

Gambrills, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-27

TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: The state of XXXX is requiring me to pay taxes on my home I purchased XX/XX/XXXX even though Im tax exempt as a 100 % XXXX XXXX veteran since XX/XX/XXXX. Nearly {XXXX} tax bill I dont have.
Company Response: Closed with explanation

Timely Response

2019-06-27

South Florida, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: In XXXX of XXXXXXXX the state of Florida was hit with hurricane Irma. The state was declared a natural disaster. My husband and I contacted our mortgage company Planet Home Lending and they advised that we could have our loan modified due to this disaster. We advised Planet Home Lending that we had expenses associated with the hurricane, for example we had no power for over 3 weeks, we had some property damage that did not meet up to the insurance deductible. We were approved for a trial modification after the mortgage company instructed, we need not pay for 4 months. We paid the amount through the trial period and we were finally approved for the final modification. A title search was done, and Planet Home Lending indicated that there was a lis pendens filed by our homeowners association for a {$58.00} per quarter assessment. We informed Planet that we were in litigation with the association because the claim of lien and lis pendens were both fraudulently filed as we paid the assessment. We were advised by Planet Home Lending to continue to pay the trial amount while litigation was pending. In XXXX of XXXX Planet advised us that they could not wait for the title to be cleared up, so our modification was denied citing cloud on title as the reason. Subsequently, our credit was reported as delinquent for more than 90 days and our credit score plummeted by almost 100 points. The denial letter advised we could appeal the denial in writing. in addition, Planet refused to accept any further mortgage payments from us. I did the appeal of the modification in XXXX of XXXX. Planet advised that I needed to resubmit a borrowers assistance package and bank statements. We did as request. Planet Home Lending would call at least 3 times a week requesting extra documents, we complied with the request within 24-48 hours each time. On XX/XX/XXXX at XXXX Planet Home Lending advised us that our mitigation package was complete and is with underwriting and we should receive an answer within 30 days. On XX/XX/XXXX one day after we were told they had the modification in process we were served with foreclosure documents. I contacted Planet Home Lending on XX/XX/XXXX at XXXX wanting an answer as to why we were receiving foreclosure documents when we were in constant contact with them, in modification and not just a new modification, an appeal of the modification request from XXXX. It is our belief that Planet Home Lending deceived us and treated us unfairly. In addition, I believe Planet is in violation of Regulation X, wherein we were in active modification process and then a foreclosure was filed. We need some assistance and guidance. Our credit score is damaged, and we could lose our home. I am attaching a copy of the Modification denial.
Company Response: Closed with explanation

Timely Response

2019-06-25

Naples, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XXXX XXXX we closed on our home and Planet Home Lending is our mortgage company. At closing we received {$2200.00} from seller to pay the property taxes from XXXX. In XXXX I received a letter from the county saying we didn't pay our taxes for XX/XX/2018 and sent us a bill for the whole year. I immediately called Planet Home Lending and talked with our loan officer XXXX XXXX to try to get an answer on why this was the case since we received the credit from the seller and have been making our mortgage payment every month on time, with {$560.00} going into our escrow account to pay taxes and insurance. They told us they didn't know but we had to pay the taxes and that they are taking all the money out our current escrow to pay the taxes! Also that our mortgage would go up {$270.00} a month because now our escrow was delinquent. We sent numerous emails and called numerous times to try to get this resolved, they would only send us letters stating they were looking into our account and they kept extending the period of resolution. They finally reached out now and told us that they would refinance us with a lower percentage rate but are charging us {$5000.00} in fees, some duplicated from what we already paid in XXXX and then they try to make it better by saying they will give us {$2500.00} in lender credits. No matter how I look at this it just doesn't make sense or add up. They clearly made a mistake and admitted to it and now trying to get us to rush and sign the refinance paperwork. I don't know what to do at this point, I don't trust that they have our best interest at hand. We can't afford this increase and feel we shouldn't have to pay for their mistake but also feel like the refinance is just benefiting them and charging us for their mistake.David told me that his branch manager would be handling our case his name is XXXX XXXX, I have called him and he told me someone else would call me back. So then this guy named XXXX XXXX sent me an email about applying for a loan?! I called him and he had no knowledge of our account or the issues that they have caused with our escrow account! They are completely ignoring our complaint and their mistake! This is ridiculous and they should not be in business! I have all emails and correspondence saved and can produce if and when necessary.
Company Response: Closed with explanation

Timely Response

2019-06-19

Macungie, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response