Consumer complaint received 2023-12-03
Company: PLANET HOME LENDING, LLC
State: NV
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process
Sub-issue: Escrow, taxes, or insurance

Complaint:
On XX/XX/XXXX I logged into planet home lending portal to pay my mortgage and realized my mortgage was going up approximately {$330.00} starting in XXXX immediately tried to contact a planet home lending CSR to explain why my mortgage was increasing all CSRs. Were gone for the day so therefore unable to resolve the issue first thing XX/XX/XXXX at approximately XXXX XXXX mountain standard time I reached out to planet home, lending again to try to find out why my mortgage was increasing, at that time I was told by a CSR the reason for the mortgage increase was due to forced placed insurance being put on the home because I did not carry insurance from XX/XX/XXXX to XX/XX/XXXX when the matter was identified by planet home, lending explain to the CSR. I was unaware that there was no homeowners insurance on the home. Also, why was I just been notified after two years of not having homeowners insurance? She stated that planet home lending had sent out notifications via USPS starting XX/XX/XXXX. I then explained to the CSR that I had never received a notification via USPS nor email nor phone call. later that day, I immediately began the process to place homeowners insurance on the home and find out why I was never notified from either planet home, lending or foremost insurance company. I spoke with my agent at the time of XXXX through foremost insurance company, XXXX XXXX he stated that he never received notification from planet home lending numerous attempts and phone calls approximately 10 hours and six weeks later the issue is still unresolved however, I did discover that planet home lending sent notification via USPS that my account with planet home lending was paid in full. In XX/XX/XXXX. I did refinance a home in XX/XX/XXXX. To my surprise, planet home lending had contacted foremost stating this they also contacted foremost, stating to add them as a mortgagee, not as a lienholder. I did refinance the home in XX/XX/XXXX. Planet home lending failed to contact foremost stating they were a lienholder. I have spoke to numerous CSRs trying to get the matter resolved planet home lending did reimburse me approximately {$28.00}. Insurance was placed on the home XX/XX/XXXX each time I speak to a CSR I have been given time frames of anywhere from one week to one month meanwhile trying to make my payment which I did complete XX/XX/XXXX in the amount of approximately {$1300.00}. On XX/XX/XXXX I spoke to XXXX with planet home, lending wanting to speak to a supervisor to get this matter resolved as had it had been six weeks. He explain to me this matter would take an additional month and not be resolved until approximately XX/XX/XXXX of XXXX. And then I would need to continue making the payments of approximately {$1300.00}. I asked where the extra amount of money was going to be placed or if it was going to be returned to me he explained to me that it would be placed in my escrow account, Ive also asked for an exemption based on the fact that this was not my error. This was the error of planet home lending please see documentation below I have spent numerous hours and sleepless nights, trying to figure out how to resolve this matter with no help from planet home lending I have done my part on making sure the home is now covered however, as foremost insurance has stated to me, they were unable to place planet home lending as a lienholder as planet home lending did not send them a request. 

I have additional documentation if needed upon request along with dates times, and people I spoke with at foremost, insurance company, and planet home lending

Company response to consumer: Closed with explanation