Consumer complaint received 2022-02-09
Company: PLANET HOME LENDING, LLC
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I have an active appeal. I have been trying to get a loan modification but have been routinely given misleading and incorrect information by the XXXX representatives of Planet Home Lending. Their representatives would contradict each other stating that my loan is either being processed with underwriting only to find out it's not because they are waiting on more information from me but when an attempt to provide the information their representative tell me its unnecessary that I have already provided the information and based on my income from the new job I will be approved for a loan modification. My home is in jeopardy of foreclosure because of these constant delays which lead me to believe there is no intention to modify my loan balance. 

Please see additional information regarding my concern about inappropriate treatment by Planet Home Lending. 

I filed an appeal after learning that I was denied a loan modification in XXXX because, at the time, I was receiving unemployment because of employment loss to XXXX. During my call, I informed the XXXX representative that I would probably be receiving a job offer in my field for XXXX XXXX XXXX XXXX XXXX The XXXX representative told me to notify them and forward the job offer letter, and my loan would be processed for a loan modification since I could afford to start making payments. 

The job offer letter was forwarded to Planet Home Lending on XX/XX/XXXX. I spoke with an XXXX representative who informed me that my loan would now be processed for loan modification assistance. 

I asked the XXXX representative if there was anything I needed to do. She said no, you provided the offer letter, and it may be 30 to 60 days before I hear back from the representative. 

On XX/XX/XXXX, I contacted XXXX to make my regular mortgage payment of {$1400.00} and spoke with agent XXXX XXXX. She informed me that a letter was mailed requesting the total amount owed by XX/XX/XXXX. I received that letter on XX/XX/XXXX. She said that my account information showed that my information was not sent over to underwriting because I need to complete another RMA Request for Mortgage Assistance package and get that to her. I told her that this was frustrating because the previous XXXX representative said to wait 30 to 60 days, and no information was needed. She said not having the RMA is holding up my mortgage loan from being processed with the underwriting department. 
I completed the RMA, contacted the XXXX department to ask some questions regarding the application, and spoke with XXXX XXXX. I said to him that I was about to forward the application. I am getting the run around by XXXX representatives being told that no information is needed, only to find out 30 to 60 days later that more information is required. I told him my application has not been updated and sent to underwriting because additional information is needed ; all the while, XXXX has taken adverse action against me because they do not have what is needed to get mortgage assistance. 

XXXX XXXX informed me that the RMA is unnecessary because I have already completed an RMA document. He said he only needed to update my income and expenses, and he could do that over the phone. I provided him with the income and expenses. He said that is all the information he needs right now, and based on my salary, I can now afford to make mortgage payments and be approved for loan modification assistance. He assured me that any representatives that contact me in the future should see that I have provided all the necessary documentation and should not request additional information unless it is ordered directly from the underwriting department. 

I spoke with XXXX representative on XX/XX/XXXX and was told that my property had no liens which cleared the way for underwriting to work with me. 

I lost my job because of XXXX XXXX, which placed me in debt and a great deal of stress. I have been in my field for 24 years and am now back to work. I am now making mortgage payments. 

I believe Planet Home Lending has inappropriately handled my loan. The XXXX department has told me contradicting and misleading information which has delayed/prevented my loan from being processed. 

I am married with XXXX young kids, which would be devastating. I was not late before this unforeseen event of the COVID 19 pandemic and was making XXXX more than my current salary of $ XXXX I do not believe HUD and FHA intended for me to have this experience. I request that my account be expedited for mortgage assistance to make my loan more affordable to resolve my balance due of XXXX. 

Thank you, XXXX XXXX XXXX : XXXX

Company response to consumer: Closed with explanation