Consumer complaint received 2021-11-15
Company: PLANET HOME LENDING, LLC
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I have contacted Planet Home Lending multiple times communing THE COVID XXXX forbearance and COVID XXXX Forbearance extensions under the VA rules. The most recent contact in XXXX involved several agents in the XXXX XXXX XXXX. I have been told by several XXXX XXXX agents that I am not able to use a VA COVID XXXX Forbearance extension numerous times even though I have Called in with my VA loan counselor and the VA Loan counselor advised their XXXX XXXX agent that they expect the Loan servicer to grant the extension and that it can be extended even past XXXX months. 

I was told by two different agents I would be contacted back by them, the first XXXX XXXX XXXX Agent XXXX XXXX ( spoke to on XX/XX/XXXX ), stated she would contact me back after underwriting made a decision. I was not contacted back by her. I then spoke to XXXX XXXX Agent XXXX XXXX in Florida on XX/XX/XXXX on a three-way phone call with my VA Loan Counselor XXXX XXXX who advised XXXX XXXX about the new XXXX VA Circular  pertaining to to the extension of requested COVID forbearances under the VA rules and also emailed XXXX XXXX stated that he would call me back about the extension on XXXX  XX/XX/XXXX. XXXX XXXX did not call me back and then when I called back on XXXX  XX/XX/XXXX, XXXX kept me on the phone for over minutes, refusing to transfer me to XXXX XXXX, initially telling me he wasn't there and initially telling me that there was no Supervisor available. Then after over an hour, she found a Supervisor named XXXX. 

Summary of my contact with Planet Home Lending 's XXXX XXXX Dept About my COVID XXXX Forbearance Extension Request under the VA Regulations : Date : XX/XX/XXXX Agent : XXXX Time frame contracted : XXXX:XXXXpm My Complaint : Lied to me about the amount of time I had been on VA extension and stated that I had already been on the extension past XXXX months when I had started in XX/XX/XXXX. I had submitted an online extension through Planet Home Lending for XXXX more months fromXX/XX/2092. I asked for her to check on it. it was not resolved. XXXX was working from home where there was constant screaming in the background and noise. she then hung up on me. 


Date : XX/XX/XXXX Agent : XXXX Time frame contracted : XXXX:XXXX pm My Complaint : XXXX lied about the time frame I had been on an extension stating it had been more than XXXX months. Stated no Supervisor available and transferred me to XXXX XXXX XXXX Agent XXXX XXXX. XXXX advised me that the extension denied because I'm not eligible to extend it and that it can't be extended ( even though this is not the case under VA rules ). I complained her about the agent XXXX. XXXX denied to listen to the VA Circular information that I had and stated that the va would have top email the approval for an extension. She stated she emailed the underwriting department about my request, refused me to sending an email of the circular and di n't call me back after XXXX days. 


Date : XX/XX/XXXX Agent : XXXX XXXX Time frame contracted:XXXX:XXXX pm My Complaint : Before my VA loan counselor got on the phone, XXXX XXXX kept telling me I was not eligible for an XXXX month  extension. 
My VA loan Counselor named : XXXX XXXX ( known as XXXX ) talked to XXXX XXXX on a XXXX way with me sent a VA circular to Planet Home Lending 'S Agent named XXXX XXXX, located in Florida. XXXX XXXX advised XXXX that the VA expects for the loan servicer ( PHL )  to approve the extension request and can even request an extension past XXXX months. XXXX XXXX stated he would forward the information to underwriting and would call me back on XX/XX/XXXX Thursday with an update. XXXX XXXX did not call me on XX/XX/XXXX and kept lying about the extension until the VA loan counselor spoke to him. 


Date : XX/XX/XXXX Agent : XXXX Time frame contracted : My Complaint : XXXX kept not addressing my concern and kept saying I was not eligible for XXXX month extension. She stated that the circular that the VA had sent had nothing to do with an COVID Extension. I advised her that she was lying and that it did. I also requested to speak to XXXX XXXX and she initially said he wasn't there. I stated that he was supposed to call me on XX/XX/XXXX but XXXX did not. I then requested a Sup and there was not one. XXXX kept refusing to address the updated info and kept saying I wasn't eligible. She then changed her mind and stated that XXXX XXXX was there and he was not available to take my phone call but was messaging her.She stated initially there was no Supervisor and that one could call me back but she could not give me the name of the Supervisor or guarantee they would call me back within XXXX hours. I was on the phone for about an hour with no resolve and then she was able to locate Supervisor XXXX. " XXXX '' immediately came on the phone repeating the same denial of the extension without addressing the updated VA circular that was sent to XXXX XXXX and I asked were there notes n the account about the VA Counselor XXXX XXXX calling, emailing the circular and the VA recommendations of approving the service member 's request for an extension up to XXXX months and even beyond that. She stated that she saw something in the notes but not in detail and that XXXX had just emailed her the circular while on the phone. I asked her what had XXXX done with the circular because it sounds like he had not followed up on anything to do with the information that he was given by the VA Loan Counselor. I advised that Planet Home Lending keeps getting the runaround, lying about the amount of time I have been on an extension, refusing to do their due diligence, failing to contact keep their word about contacting me back and follow up with my concerns and that Planet Home Lending is not following the VA'a guidelines even after being contacted by a VA loan counselor. XXXX then advised me to call her back on Monday and that Planet Home Lending  would take care of sending the paperwork to the VA so that I would not have to be further inconvenienced. I called back on XX/XX/XXXX at XXXX:XXXX AM  and spoke to a XXXX who stated XXXX would not be in until later that afternoon and that XXXX should be contacting me back. XXXX stated that she emailed XXXX. I asked what is the status of my mortgage at this time and XXXX stated I was protected under the COVID Relief Act. 
XXXX from Planet Home Lending did not call me back because I did not receive a voicemail and they also have not sent any notification emails about an update with my COVID XXXX forbearance. It has been over a month since I put the COVID XXXX extension for an additional XXXX months to the XXXX month mark and Planet Home Lending has consistently gave me the run around, tell false info about the extension time, not follow up with paperwork or phone calls and failed to provide loan services in a timely manner.

Company response to consumer: Closed with explanation