Consumer complaint received 2018-11-26
Company: PLANET HOME LENDING, LLC
State: IA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
To whom it may concern : I am attempting to rectify a refusal from our new lender, Planet Home Mortgage, to acknowledge we did make our first mortgage payment and immediately demanding twice the payment for XXXX. Planet Home Mortgage, without good faith, erroneously believes we never made our first mortgage payment to the original lender. I have attempted to contact them by phone four times to resolve this, and email. Planet Home Lending refuses to acknowledge or even answer their phone today that we have already made two payments, not one. I think they either have a data entry error they refuse to rectify after numerous reasonable attempts to rectify the problem on my part, or are simply acting in bad faith violating federal law. 

We originally signed a mortgage note to XXXX XXXX XXXX on XX/XX/2018. See Group Exhibit A, pages 1-4 as attached. Monthly mortgage payments for the original loan XXXX were to be made starting XX/XX/2018 of {$1000.00}. See Exhibit A pages 1-2, proof of original mortgage lender and payment terms. See page 3, which demonstrates we provided a cashier 's check on XX/XX/2018 via U.S. Mail to XXXX, which was indisputably the original lender for XXXX dollars with the original loan number on the Cashier 's Check, XXXX. See also Group Exhibit A-3, and A-4, and A-5 showing written acknowledgement by the previous lender which was still the lender on XX/XX/18 when the cashier 's check arrived, that XXXX  received and cashed it. 

See Group Exhibit C, a letter we received on or about XX/XX/2018 from XXXX  advising us that the mortgage loan was being transferred to Planet Home Lending XX/XX/2018, and the new loan number would be XXXX, with new payments to be sent to Planet Home Lending LLC, XXXX. XXXX XXXX, XXXX, Texas XXXX. On XX/XX/2018, I called and emailed and spoke with XXXX XXXX at XXXX XXXX XXXX, who sent me an email acknowledging that XXXX did receive and cash our original payment of XXXX dollars made on XX/XX/2018, before we had ANY reason to believe that Planet Home Lending would be the new lender. 

On XX/XX/2018, I received a telephone call from a woman named XXXX at Planet Home Lending, seeking to update my information, and reminding me I had never paid my first mortgage payment. I told her I had, and attempted talking to several people that day at Planet Home Lending. But obviously, proof by claim to have paid verbally is regarded as a nullity. So I emailed Planet Home Lending and XXXX XXXX XXXX showing that I sent a payment in already for XXXX dollars to XXXX, before we had any reason to believe that XXXX was not the lender on XX/XX/2018. See Group Exhibit B.

Planet Home Lending responded that my account would be credited for the original mortgage payment when my loan was truly transferred on XX/XX/2018. See Group Exhibit B. 

Today, XX/XX/2018, I received a notice demanding payment immediately for {$2100.00} dollars from Planet Home Lending,  reminding us we " missed '' a mortgage payment due on XX/XX/2018 for {$1000.00}. See Exhibit D. 

We also made our next payment, due to Planet Home Lending on XX/XX/2018 via cashier 's check, Exhibit E, for {$1100.00} dollars on XX/XX/2018, which we sent Certified Mail, return receipt requested on XX/XX/2018 ( Exhibit F ), which the U.S.P.S. website shows was received by Planet Home Lending today, XX/XX/2018 ( See Group Exhibit F ). 

I can not afford to eat another XXXX dollars and make a double payment for XXXX XXXX. We paid our first installment of {$1100.00} ( See Exhibit A ) more than a week before Planet Home Lending had anything to do with this mortgage to XXXX XXXX XXXX. Either XXXX XXXX XXXX never forwarded this payment to Planet Home Lending, or Planet Home Lending is disorganized, and despite my numerous attempts to rectify it with them, refuses to correct the error in their computer system saying we never paid our first mortgage installment, or this is a bad faith attempt by Planet Home Lending to have its cake and eat it too. They can receive full mortgage payments and still file a foreclosure. 

If this were a dispute of ten dollars, or even 100-200 dollars, I would just make a double mortgage payment to avoid foreclosure, since someone at Planet Home Lending incorrectly believes we never bothered to make our first mortgage payment. But we can not spare an additional XXXX dollars to just settle this, nor should we have to.

Company response to consumer: Closed with explanation