Consumer complaint received 2020-04-23
Company: PLANET HOME LENDING, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
My name is XXXX XXXX XXXX and I existing client of Planet Home Lending LLC. ( NMLS ID # XXXX ), loan # XXXX for the real estate purchase ( property ) located at XXXX XXXX XXXX, XXXX, Texas XXXX. 

The closing of the property was completed on XX/XX/XXXX, the lender of the mortgage was XXXX XXXX XXXX XXXX ( loan ID # XXXX XXXX. The XXXX XXXX was XXXX XXXX ( file # XXXX ). Shortly after the closing of the mortgage loan, I was notified via mail that Planet Home Lending LLXXXX was going to be our new servicer, and starting XX/XX/XXXX, all of our mortgage payments have been submitted to Planet Home Lending LLC ( see account statement ). 

Taking into consideration the current mortgage rates I decided to refinance my loan with Planet Home Lending XXXX and on XX/XX/XXXX, we ( wife, XXXX XXXX, and I ) signed the LE ( loan  estimate ). We were expected to close on the refinance of the property on XX/XX/XXXX. Originally, our Loan Originator, XXXX XXXX XXXX ( NMLS # XXXX ) reaffirmed to us that we did not need any cash to close and the final Closing Disclosure ( CD ) was signed on XX/XX/XXXX ( see attached ). 

On XX/XX/XXXX ( two days before the closing date ), I received another CD from XXXX XXXX XXXX without any notification or information describing the reason why we were getting another CD. The figures on this CD were completely different and the cash to close had suddenly increased from {$290.00} to a staggering amount of {$3000.00}. I immediately called XXXX XXXX and he did not pick up. The Loan Processor, XXXX XXXX ( NMLS # XXXX ) informed me of my taxes being outstanding and this was the reason why I needed to pay this amount if I wanted to refinance with Planet Home Lending LLC. XXXX XXXX additionally informed me that is money I owe and if I need to be current with my taxes, she suggested I should pay them ASAP. 

On XX/XX/XXXX, I called Planet Home Lending LLC. and they explained to me that my taxes were not past due, but that I could forward them the Tax Bill ( see attached ) and they were going to forward the bill to their Tax Department, and the Customer Representative informed me that someone was going to call me back. No one called me back and after made attempts to get in contact with XXXX XXXX, he suddenly stopped responding to my calls and emails. 

On XX/XX/XXXX, I called Planet Home Lending LLC once again to find out if there was any additional information on my case and the Customer Representative informed me once again that I needed to resubmit the Tax Bill and someone from the Tax Department at Planet Home Lending LLC was going to give me a call. I didnt receive any calls nor emails from anyone at Planet Home Lending LLC. 
On XX/XX/XXXX, I called Planet Home Lending LLC once again, the Rep. verbally informed me that my taxes were up to date and she did not see why my taxes were outstanding with the City of XXXX. I explained to her that I could not refinance my property due to the outstanding tax bill and she once again informed me to submit the Tax Bill ( third time ) to Planet Home Lending LLC. 

Ive made several attempts to get in contact with XXXX XXXX or someone from the XXXX Department at Planet Home Lending LLC and no one is calling me back. Additionally, no know seems to understand the reason why my taxes are past due and this has seriously given me a great deal of concern. I understand we are all going through a rough time and the City of XXXX Tax Office may not be operating due to the COVID-19 Pandemic. But Planet Home Lending LLC failure to pay the taxes on my property has caused me to incur additional cost and a lot of headaches because they do not return my phone calls. Attached to this complaint are three different emails that Ive to send them to explaining that my taxes are past due and no one has ever contacted me back to explain to me what occurred.

My wife has lost her job and any penny counts at our household right now. If I would have refinanced my current mortgage loan with Planet Home Lending LLC, my monthly payment would have been {$1500.00}. But since the taxes on my property are delinquent, Im continuing to pay the existing mortgage amount of {$1800.00}. That is a difference of {$280.00}, money that I can not spare right now since we are all facing difficult financial hardship due to the COVID-19 Pandemic.

Now, Im not asking for an extension to pay my monthly mortgage Bill or a refund for the amount that I could have easily saved if my taxes were up to date. But Im simply asking is for Planet Home Lending LLC to do their job, just like I do mine every day. 

Best Regards, XXXX XXXX XXXX

Company response to consumer: Closed with explanation