Planet Home Lending, LLC

My loan was sold to Planet Home Lending On my 1st payment, Planet Home Lending withdrew my payment twice When I contacted Planet Home Lending, they would not refund the 2nd payment unless I send them my bank statement showing both withdrawals Planet Home Lending even verified they showed both payments and refused to refund the 2nd payment I have also had multiple issue with Planet Home Lending contacting me multiple times about the same issue I see no communication within the company I have since start the process to refinance with a different mortgage lender

I am seeing other customers with the same issue I have experienced with this companyWe have discovered that if you do not log into your online account, it gets shut down after daysYou literally have to go into your online account a couple of times a month to keep it from locking outWho does that?? Why is this necessary? With that said, we were locked out because we went over the time frame by one day.So I then attempted to do an over the phone paymentWRONG!! Same issue! It will not accept your payment because the account has been lockedFinally call when I have time because I work 10-hour daysGet on the phone with a Rep on 12/15, only to be disconnectedIt was just about 9PM EST so I am assuming their phone systems shut down at and the reason the gentleman was talking so quickly - he knew he was about to be disconnectedOk, so I decide to send the payment through my automatic bill pay with my bank!! GUESS WHAT?? The payment was RETURNED!! WHO DOES THIS? What kind of company is this?? They won't even take our payments?? And I paid WAY over the amount because its showing my escrow in the negative!! NEVER in my life have I dealt with a company that makes it so difficult to PAY them!! Ok, so last night (12/27) I called and spoke to the most intelligent Customer Service Rep thereShe is the only one who could explain everything to usYou MUST remember to go into your account a couple times per month to avoid getting locked out...now that she "unlocked" our account we can pay online, or over the phone or even through my bank's bill pay!! At least they waived the late fee (maybe they saw how many times we attempted to make a payment?) I am still unhappy with their practices and they need to fix this bad systemAlso, the previous mortgage company I had before this company bought it....allowed many payment options in order to pay your loan down quickerThey need to consider this!!

DO NOT USE PHL IF AT ALL POSSIBLEThey are the shadiest mortgage company in AmericaVeteran loan or not, if you mail a check to them, it sits in a mailbox or they don't open it until it's late and they charge a "fee"They have sat on a check(s) for almost TWO WEEKS to charge a feeIf you pay with your bank account, they are about the only company in America that doesn't do it electronicallyThen, the bank has to actually "cut a check" and mail it, and we already covered what happens nextultimately, a feeDirty filthy corrupt business

Our VA loan was sold to Planet Home Lending, we were paid months in advance at that timeThey double our escrow payment, I called numerous times and faxed info to them times starting on 4/15/and have confirmation of all faxes Today I looked online and saw that they refunded the escrow overpayment on July 21, 2016...we still do not have the check days laterThey also place $mortgage insurance on our loan and can't tell me whyWe are not upside down and have over $100,equity and have never been a second late on a payment WE ARE NOT A LATE PAYER AND COMPLAING OF POOR SERVICE!!!!!!!
THIS COMPANY SHOULD BE FINED FOR TREATING ANYONE LIKE THIS

Bad company Promised me two grace periods and failed to pull their auto payment--I had stopped it at my bank but they can override based on my original "granting"of autopay authorityThis was the whole reason I asked for a refinance--I needed two morgtgage relefe opportunites to pay an unexpected bill Thye claim to have tried to rectify the situation but really don't care In their defense, the payment was applied to my loan amount Still bad taste--I was borderline even considering a refinance and their supposed "benefit" made me take the plunge

Copy of response also sent to Mr*** via certified mail *** *** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

This company is ridiculousWe had a house fire October It is now 2/23/and they have still not paid our contractor what they are owedThey are holding over $205,hostage and the claims department refuses to return my phone callsThe contractor has now placed a lien on the home and it is completely the fault of the mortgage companyI have *** receipts from sending them all of the information necessary for the contractor to be paid and yet they refuse to send the money

original response sent to borrower via certified mail [redacted]

Our mortgage was sold to PHL. I would never chose them again. It is impossible to get your own information. I emailed asking for a payoff statement. They never responded so I called and they told me, you have to submit this request in writing. So I did that. You still do not get it for at least three days later. I am still waiting. We are trying to refinance with another company and everytime I call, they ask if I am refinancing with PHL. No I am not because I tried (before I realized how bad their customer service was) and they would not approve a refinance! Never made a late payment, credit is good. So I call another company and they approved a refinance. Can't wait to switch...if I can ever get my payoff statement from them. Any other company I have used on homes, or my rental property, I can get my payoff and personal info through my online account. It's ridiculous I cannot get it in a timely manner or online. Also, had a late fee on my account today. MAde an online payment last week and it never went through so now I have a late fee. Called and they said they'll take care of it but it is still infuriating, especially when we're trying to refinance!!! Horrible business.

June 23, 2014
[redacted]...

[redacted]
 
Re: [redacted]
       [redacted]
       [redacted]
       Revdex.com complaint ID: [redacted]
Dear Mr. [redacted],
I am writing in response to the complaint filed with the Connecticut Revdex.com regarding the above referenced loan number. The complaint states:
·         Your May 2014 mortgage payment was made via your bank’s online bill pay service and debited from your account on May 2nd but was not posted to your loan until May 23rd.
·         Your June 2014 mortgage payment was made on June 6th and still has not been posted to your loan.
Please understand payments made via a banks online bill pay service are physical checks which are mailed to Planet Home Lending and posted the date they are received. These payments are not electronically sent to our company. These payments are generally debited from a borrowers account on the day the check is generated and mailed. It does not reflect the date the check was received and cashed by the recipient.
You contacted Planet Home Lending on May 27, 2014 to request a late charge which had been assessed to your loan May 16, 2014 be waived. You stated your online bill pay service had sent the payment to our old lockbox in error. We waived the fee on May 27th as a courtesy. The check posted to your loan May 23, 2014 was physically dated May 23, 2014. I have included a copy of this check for your review.
As of the date of this letter your June 2014 payment has not been received. As a courtesy I am waiving the late charge which was assessed to your loan on June 16, 2014. If you would like to continue using your banks online bill-pay service please make sure to provide ample time for the payment to be mailed.
I would like to inform you that Planet Home Lending offers other options to make your monthly mortgage payment:
·         You can register your loan on our website, www.planethomelending.com, and utilize our One-Time Draft option. This allows you to make a payment, free of charge, at any time during the month. Please remember payments received after your grace period ends will be assessed a   late charge.
·         You can establish and automatic payment program on our website. This allows you to set up a recurring draft that will be debited from your bank account on the same date each month, from the 1st through the 11th. This program is also free to establish.
·         You can utilize our automated phone service to make your payment. There may be a fee associated with this feature depending on the date of the month you make the payment.
I trust that the information provided answers any questions or concerns that you had.  At this time we are considering your request closed.  Should we be able to provide any additional information, please contact our Customer Service department at ###-###-####, option 3, between the hours of 8:30am and 9:00pm ET, Monday through Friday.
Sincerely,
[redacted]
Call Center Supervisor
Planet Home Lending, LLC.
ATTENTION TO ANY DEBTOR IN BANKRUPTCY OR WHO HAS RECEIVED A DISCHARGE IN BANKRUPTCY: Please be advised that this letter constitutes neither a demand for the payment of the captioned debt nor a notice of personal liability to any recipient hereof who might have received a discharge of such debt in accordance with applicable bankruptcy laws or who might be subject to the automatic stay of Section 362 of the United States Bankruptcy Code.
Borrowers who are not in bankruptcy or who have not received a discharge in bankruptcy, please be advised that Planet Home Lending, LLC. is a debt collector attempting to collect a debt and any information obtained may be used for that purpose.

I've only been with them for 1 year and have lived in this house for 6 years with no increase.But they already upped my escrow rates. I've called the county tax collecter and my home owners ins and they said there was no increase. I say this company is nothing more then a bunch of thieves and I will find another company to do business with

I just confirmed with PHL that over the past four months I have had to call in and request a password reset on my account every month. I have saved the password on my computer each time and on the second try it auto locks the account. On two occasions I tried calling in and received a message that the office was closed. Both months resulted in a late fee as I was trying to pay on the grace period end date. I was told today that if there is inactivity within 30 days of last use, my password on the account is reset. I use online payment for all my accounts and I have NEVER had a service provider use this practice. As an attorney, I will be filing a complaint with the Consumer Protection Bureau as I see this practice specifically designed to charge additional fees and frustrate the borrower when attempting to pay. Based on other reviews here, it is obvious that PHL has practices in place to add fees to the homeowners' account. Watch your statements closely and report those fees that are wrongly charged. Report to the Consumer Protection Bureau.

March 12, 2014

class="MsoNormal">[redacted]
[redacted]
[redacted]
Re:  Mortgage Loan [redacted]
Dear Mr. [redacted];
This letter is response to the complaint that was filed with the Revdex.com regarding your request for assistance on the above loan. Green Planet Servicing (hereafter referred as GPS) did receive and review your request for a modification. Based on the financial records you provided GPS did deny your request due to the income you documented could support the monthly payments on this loan after your expenses. GPS notified you in writing of this denial on February 24, 2014, and also attempted to contact you by phone to discuss the denial on the same date.
Your loan is guaranteed by the [redacted] Administration and GPS is required to follow the rules established by the [redacted] Administration to qualify a mortgagor for a modification. The denial of your request was based on these rules, and addition GPS is required to review and provide a decision to your request timely. Although we are required to respond timely we understand that situations may change or other information can be provided to support your request. This is an existing loan and any additional information can be taken into account to qualified you for a modification without reapplying. On March 5, 2014, you spoke to a representative of GPS and disclosed additional expenses caused by your hardship. Based on this information we agreed to a forbearance of one payment a month until you can provided the documentation of your additional expenses and new [redacted] Administration allotment.
If you should have any questions with respect to this matter, please do not hesitate to contact me directly at [redacted]
Sincerely,
[redacted]
Vice President
Cc:  Revdex.com

My current mortgage was transferred to planet home lending..since then whenever I call for enquiry ,I was always put on hold for more than 30 mins and the issue still not resolve and representative on the phone will not listen to my complaint instead she was talking over me.

March 26, 2014
[redacted]
[redacted]...

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Dear Mr. [redacted];
I am writing in reference to the complaint filed with the Connecticut Revdex.com (Revdex.com) on March 18, 2014 regarding the above mention loan.      
Your complaint states:
·         Your December 2013 payment was delayed therefore a delinquency notice was sent and a late fee charged.
·         You were given a “one time over the life of loan forgiveness” and the charge was removed.  
·         You were advised the payment delay was likely late due to weather, however no delays were reported by the local post office utilized by the Green Planet Servicing, LLC (GPS) payment processing center.
When a payment is mailed delivery timeframes from the Postal Service can fluctuate due to a number of reasons which are out of the borrower’s and GPS’s control. Payments are posted to a borrower’s account the day they are received at our payment processing center.
Please note the “One-Time Life of Loan” late fee waiver is a courtesy we extend to all our borrowers.  Late charges may be waived based on a manager’s or supervisor’s discretion. Per your request we have notated your loan a request to waive a future late charge can be accommodated.
I trust that the information provided answers any questions or concerns that you had.  At this time we are considering this request closed.  Should we be able to provide any additional information, please contact our Customer Service department at [redacted], option 3, Monday-Friday 8:30 AM-9:00 PM, ET.
Sincerely,
[redacted]
Call Center Supervisor
Green Planet Servicing LLC.

DO NOT GO TO THIS BANK!! Failed to provide homeowners insurance. I make monthly payments which are on time,my taxes and homeowners included yet they failed at making renewal payment. I called my insurance carrier and they state they were unable to find the bank from where to withdraw the money from. I needed to submit a claim and when I called my insurance carrier I was informed it had been cancelled 4 months prior. When I called planet home they stated they weren't aware and have been giving me the turn around for 3 months with no communication or explanation as to what happened. It's still under "investigation". In the meantime I have paid all damages done on my property out of pocket. On top of all this they keep calling me to refinance (I have politely asked for these calls to stop but they continue). Like what the heck yea I'm going to but with someone else, where I don't have to worry about making them do their job. Worst company EVER!! save future headaches and don't go with them. I will be submitting a complaint to the California insurance department and possibly getting a lawyer.

I have an account with them, they took it over from another bank. I have been with the same condo insurance company since 2009 yet planethome lending can't find my info. I got an letter in Aug 2016 stating they needed it. I decided good time to switch insurance... I then FAXED the info to PHL on 8/26. I get a letter in the mail stating they just billed me 276 dollars to cover my condo from 2/2016 to 2/2017.. ONE I sent the details TWO how can they bill me for coverage that can't be used since it 8 months after the fact. SEEMS shady to me.

Planet home lending is a joke. WARNING: DO NOT USE or AVOID this company they have a poor customer service. They don't care about their customer, especially the mortgage processor name TURNER E[redacted] from [redacted].

I was refinancing and they had no communication with me what so ever after I filled out all the paper work. We started the process back in sept. It's now Nov. and I still haven't heard anything from them so I asked them what's taking so long. I get a EM saying they can no longer do the refi. Very Poor customer service and very poor communication on their part. I will never recommend this co. Since this I have had over 10 co. Wanting my business with very good customer service. My loan officer with Plant home lending was TU Bui. He was blaming me and has lied to me about this refi. I have all the EMs to prove it. Very bad customer service and very rude. They have lost a loyal customer forever and I'm taking my whole home loan else where.