Consumer complaint received 2021-05-10
Company: PLANET HOME LENDING, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/XXXX, I called Planet Home Lending to cure a tax deficit in my escrow account. I had attempted to make this payment 3 times before, but the Customer Service Department was rude and gave me a hard time about accepting my payment. Customer Service Representatives kept demanding more money. On XX/XX/XXXX I spoke to XXXX in the Tax Department. He stayed on the line with me. He added XXXX ( XXXX ) from Customer Service on the phone to accept my escrow payment. Like in previous attempts to make this tax payment, XXXX XXXX XXXX XXXX was rude and wouldn't accept my payment of XXXX. She kept telling me I needed to pay XXXX more. So when I asked her repeatedly on the recorded line " Was she refusing my payment? She said No! Then She accepted my payment then read disclosures to me. 
Weeks go by and my payment hadn't been processed through my bank. We're in the middle of refinancing with Planet Home Lending. XXXX XXXX, our Loan Officer, tells me not to worry. The payment is being processed. 
This tax payment needed to be credited to our escrow account so our mortgage payment wouldn't go up to XXXX Monday, XX/XX/XXXX, I called XXXX XXXX, my Loan Processor. We called Planet Home Lending to check the status of my escrow payment. The Customer Service Representative told us my escrow payment of XXXX was canceled by XXXX as soon as I hung up the phone. None of Planet Home Lending Supervisors would get on the phone and talk to me about why this happened. This woman 's actions have impacted our house payment greatly! Costing us money. Helping Planet Home Lending justify raising our house payment to almost double while we are being effected by a pandemic and XXXX 
I feel a crime was committed against us. We were violated! 
The next issue is XXXX XXXX, Planet Home Lending 's Loan Officer insist on raising our Streamline Refinance interest rate to 2.75 %. This same loan was offered to us at 2.6 % by his now XXXX XXXX XXXX, last year and this year in XXXX. XXXX told me pay my taxes before our closing. He told me he would take our interest rate back down to 2.6 %. Supposely he was raising the interest rate to help us with our closing cost. I paid the taxes. Now XXXX is saying we will lose our Lender Credit if he takes the interest rate down 2.6 %. When that didn't work, XXXX told me I was breaking some kind of law by requesting my interest rate return to the 2.6 %. Planet offered us 2.6 % interest rate at the beginning. This is our second attempt to refinance with our mortgage company. 
We feel we're being taken advantage of and being disrespected verbally and financially. 
We shouldn't have to lose any benefits for asking for the lower market rate. 
XXXX XXXX is XXXX XXXX 's XXXX. He was our first Loan Officer working to refinance our home in XX/XX/XXXX. He offered us XXXX interest. That rate was still good in XX/XX/XXXX. When XXXX realized our property taxes had gone up to XXXX, he offered no solutions on how we could keep our payments low. Maybe roll some of that amount into our loan. XXXX had originally quoted XXXX a month house payment after refinancing. Now he was talking almost a XXXX a month house payment. XXXX phone calls became insulting and demeaning. We didn't want to work with him. XXXX closed out our refinance loan application without our permission or notification. Effecting us greatly financially. 
Now he's been promoted to one of Planet Home Lending Supervisors. 
I feel all these problems is no coincidence. I want these occurrences investigated by HUD and RESPA.

Company response to consumer: Closed with explanation