Consumer complaint received 2020-10-30
Company: PLANET HOME LENDING, LLC
State: IN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Refinanced with XXXX XXXX, wire sent to Planet Home Lending XX/XX/20, Planet Home Lending received and accepted the wire on XX/XX/20. 
XX/XX/20 Called Planet Home Lending XXXX XXXX talked with XXXX in customer service to verify wire received and to see why payoff not processed as balance was still outstanding, XXXX stated Planet Home Lending had not received wire and that I should contact sender to see 1 ) if wire was sent and 2 ) if it was sent correctly XX/XX/20 Called XXXX XXXX XXXX XXXX verified with title company wire was sent and Planet Home Lending accepted wire on XX/XX/20. 
XX/XX/20 Called Planet Home Lending XXXX XXXX talked with XXXX, in customer service to verify wire received and to see why payoff not processed as balance was still outstanding, XXXX stated Planet Home Lending had not received wire and that I should contact sender to see 1 ) if wire was sent and 2 ) if it was sent correctly. XXXX stated he would note my account and also provided their bank routing and account numbers. 
XX/XX/20 Called XXXX XXXX XXXX XXXX re-verified with title company wire was sent XX/XX/20 and Planet Home Lending accepted wire on XX/XX/20 XX/XX/20 Called Planet Home Lending, talked with XXXX, in customer service, could he please find the wire sent and explain why payoff not processed as balance was still outstanding, XXXX stated Planet Home Lending had not received wire. At that time I had a copy of the wire confirmation and the account routing numbers, so I requested that XXXX go over them with me to prove everything had been sent to the correct account, and we did. He then stated no more could be done, we would just have to wait for the wire to appear, and he would note our account. I said that was not good enough and I asked for a manager. XXXX the manager joined the call, the only resolution he could provide was for me to send my proof that Planet Home Lending had the wire to XXXX XXXX XXXX. I would then receive an automated email verifying the information was at Planet Home Lending, and they would begin researching within 48 hours. In the meantime I could check my account daily. 
XX/XX/20 logged into my account, no payoff processed but Planet Home Lending sent out county property taxes for a loan they no longer technically own!!! 
XX/XX/20 XXXX am Called Planet Home Lending talked with XXXX, in customer service to she actually verified wire received. Asked why my loan was not paid off, she stated Planet Home Lending has a process that they follow, and it will take days to payoff, when I asked to verify the ETA, she said maybe XX/XX/XXXX. I told her that can not happen, we will be overdue, and we are already getting a late fee and a delinquent notice from Planet Home Lending, she stated that is ok and it will not affect or credit. I asked how is that possible, how can this be guaranteed, I had no reissuance. I told her this needed to be taken care of today, she put me on hold to get a manager, then came back and said their systems were down and asked if I could call back! I said no, she needed to have someone call me back, and no one did! 
XX/XX/20 XXXX XXXX  Called Planet Home Lending with an XXXX XXXX Representation, talked XXXX XXXX ( XXXX ), trying to resolve, no mangers available, no resolution, the last comment that I can remember from XXXX was, you know we have the funds, so you just do not need to worry! Really, I now have two mortgages on my credit report and one that I have no guarantees from Planet Home Lending they will payoff anytime soon, they just seem to be holding on to the funds.

Company response to consumer: Closed with explanation