Planet Home Lending, LLC

June 23, 2014
[redacted]
[redacted]...

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[redacted]
Re: Planet Home Lending Mortgage Loan No [redacted]
       Borrower(s): [redacted]
       Property Address: [redacted]
       Revdex.com complaint ID: [redacted]
Dear [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 payment was entered into our phone payment system on May 8, 2014.
·         The system got the account number wrong, resulting in a late charge being assessed to your loan.
·         The late charge of $114.68 was included with your final payoff figure.
·         Your request to speak to a manager has not been returned.
We apologize your request to speak to a supervisor was not returned. We used your calls from May 16th and May 29th as examples to our representatives and supervisors to ensure requests for supervisor call backs are reported immediately and responded to within 48 hours.
Please understand, our automated phone system takes the information keyed in by the caller and passes that directly along to our servicing platform to draft the payment from the bank indicated by the routing information.  Based on the information provided, the account number entered into the system as follows:
                         PMT [redacted] TEL ONE TIME DRAFT ADD EFFECTIVE 05/08/14
                                        ...⇄ REQUESTED BY
                                        ...⇄ PHONE NUMBER
                                        ...⇄ ACCT NUMBER    [redacted]
                                                      DRAFT AMOUNT           $2,938.85
The account number entered into the system contains three additional zeros at the beginning and was returned by your bank as an incorrect account number. Your monthly loan payment is due on the first of each month with a 10 day grace period. As the May 2014 payment was not received until May 15, 2014 the late charge of $114.68 was assessed to your loan and paid with the final payment of $103,222.88 received on May 15, 2014. We have verified the late charge was correctly assessed to your loan and therefore will not be refunded.
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 HAVE TO FIGHT WITH THESE PEOPLE EVERY YEAR BECAUSE MY ESCROW GOES UP UNDER $200.OO. EVEN WHEN IT STAYS THE SAME MY PAYMENT GOES UP. I FEEL THAT THEY ARE NOT USING THE SAME ARITHMATIC I LEARNED IN ELEMENTARY SCHOOL.
LAST YEAR MY PAYMENT WAS $515.00. THIS YEAR MY INSURANCE WENT DOWN $46.00 MY TAXES WENT UP $39.00 WHICH WAS ONLY $7.00 AND THEY INCREASED MY PAYMENT TO $566.00 FROM $515.00. HOW CAN 7 BUCKS WARRANT SUCH A HUGE INCREASE? NEXT STEP Revdex.com.

Probably the worst mortgage company I've ever had the misfortune to deal with. My loan was sold to this firm so it wasn't by my choice. They are so bureaucratic it's worst than congress. They make mistakes with your payment, don't accept the responsibility, and expect you to pay for any extra charges as the result of their bundling. Talking with a supervisor is about as pleasant as talking with a wall. They don't listen and apparently don't care. I'm actually going to refinance just to get away from this snobbish, unprofessional, people.

I have an existing mortgage with this company, not by choice as my account was sold to Planet Home Lending from previous servicer. I have to admit this by far is the worst company I have worked with. The professionalism is at an all time low, the employees in the loan department are less then knowledgeable on the products, terms and offerings. I am currently going through the re-finance process, and the process has been brutal. The loan origination department do not follow up with clients, answer calls and or have the knowledge answer questions intelligently. The pride (lack there of) they take in ensuring clients are happy and taken care of is non existent. It seems all of the employees take different training classes as you will receive different answers from each person you speak with. I am currently in the process of transferring my loan to another company. All I can say is steer clear and do your research before going into business with Planet Home Lending.

Complaint: [redacted] I am rejecting this response because: when I paid the mortgage on Planet Home Lending's phone system, I punched in my correct account number, obviously their phone system screwed up and got it wrong. Planet Homing Lending is responsible for the missed payment, not me, and I should not be charged for the late penalty. REFUND THE LATE FEE immediately. [redacted]

My mortgage was just sold to Planet Home Lending within the last month. I am receiving phone calls to my cell phone calls from them (203 area code) all hours of the day and several times a week. They want me to refinance. Due to recent appraisals (less than 2 years) and general knowledge of similar home sale prices in my area - I know there is not enough equity in my home to refinance or to even sell it without a short sale. When the representative from Planet Home Lending called me, he made it sound like he knew everything and that they have this great opportunity. I asked him if he had any idea as to what my home may appraise for? He did not and got very argumentative and defensive. My concern is that this company will take advantage of someone by making the home owner pay out-of-pocket for an expensive appraisal, and then the owner not being able to refinance and being out of even more money. The representative was less than professional and unpleasant. I am very unhappy regarding the sale of my mortgage to this company. My only option to "get rid of them" at this time is to walk away from my home.

I had a very pleasant experience with planet home lending. Zachary G[redacted] and Yvonne M[redacted] took very good care of me and answered any and all questions I had. I would recommend anyone looking to refi your mortgage give them a call they were super people to deal with.

Our mortgage loan was sold to Planet Home Lending last year and we contacted them in March for refinance options. We were told our best option was to refinance from our fha loan to a conventional loan, since an appraisal would show +20% equity. At first things went well. Our junior account rep was quite good and processed our paperwork quickly and we soon ordered and paid $400 for our appraisal and qualified for our conventional loan. Once our loan then went to the senior account rep, progress all but stopped. We submitted several more documents, and spent hours on follow up calls, but many emails and messages went unanswered. After 4 months of almost weekly phone calls trying to get our mortgage to closing, we received an updated good faith estimate with multiple errors and an estimated closing costs more than doubling the original. Again, phone calls and emails to clarify went unanswered for a week. We finally had to give up and move on. Now when we go to a different bank we will have to pay for a new appraisal and our $400 on this appraisal is wasted. We still have our fha loan through this bank, but will be switching as soon as we can refinance through a reputable bank. We have now wasted 4 months and $400 with nothing to show for it.

From: [redacted] [[redacted]] Sent: Tuesday, June 02, 2015 12:11 PMTo: [redacted]...

Subject: Re: You have a New Message from Revdex.com Serving [redacted] Regarding Complaint #[redacted]   It has been resolved

Their customer service is terrible. My payment increased by 20% when they bought my loan. Their customer representative was incredibly rude.

This mortgage company is substandard in both their policies and their customer service. They have outdated systems and policies that cause long delays for their customers, and quite frankly, they don't care. Despite numerous complaints, nothing changes. I have asked to speak with supervisors and have been refused the opportunity.

Very disappointed on their claim department they have a phone never that doesn't work, don't answer any emails I sent back a check for endorsement for the four-time. first time they endorse a check that was not even on their name sand by The insurance. Couldn't even read it that was not them.

I first contacted Planet Home Lending about refinancing our mortgage back in February. We supplied all our paperwork to them within a few days. It took an excessive amount of time for them to request an appraisal. Once the appraisal was finally back, they sat on the loan application for over a month and still had not sent it to their underwriting department. Tired of waiting on the people to get their act together and our loan processed, I fired them 3 1/2 months after we started the process knowing that they were at least two or more weeks away from completing their end of the process. Of course, mortgage rates have gone up since we first started, but I would rather pay more in interest than give this company another dime of my money.

These is bought my loan right. They badgered me to refinance over and over and over. So I finally gave in. I had been with them for close to three years. When they did a credit check on me for refinance, it showed I had a foreclosure. I told them ‘No” I never had a foreclosure. I did have a short sale. They asked me to show them the paper work on the short sale. So I did. I showed them all the paper trail, all the files, the agreement from [redacted] Bank (another corrupted bank), the HUD 1 , the escrow closing agreement, the [redacted] Bank paper work APPROVING the short sale, the escrow sheet where it shows me as the seller and shows a buyer and it show [redacted] Bank funded from the account. It was a short sell. Its says on the closing escrow statement "Short Sale". The realtor even was willing to show all paper work. The refinance officer from Planet Lending said "yep", you have the evidence, but since it shows as a foreclosure on your credit report. We can’t refinance you. Are you [redacted] kidding me. I’ve been with you since 2013, the short sale was in 2012. I showed you all the evidence. Someone submitted it as a foreclosure , perhaps a error? They still said no. Then I said then why did you buy my loan in 2013.. The refinance guy could tell me why!? These guys are a joke and a bunch of is. Don’t refinance with them. Run as far as u can. Warning Warning Warning, don’t use these guys, they are a big rip off, their customer service is the worst!!!