Consumer complaint received 2023-07-30
Company: PLANET HOME LENDING, LLC
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have been trying to make my XXXX XXXX payment since XX/XX/XXXX. 
When I logged in to the payment portal, I noticed the payment had increased. 
I had/have not been notified in any way of this change/increase. I called in and spoke to XXXX. She stated my escrow was incorrect, and the increase was because of the shortage. I explained, that I did not think this was correct since the house had just been purchased/settled on XX/XX/XXXX and no tax or insurance information has changed since the initial Mortgage Insurance reduction immediately following settlement. Which reduced amounts owed. 

I also explained that since Plane Home has taken over the loan in XXXX, the account has not been correct. I have had to call in each month. I even had to get the previous lender ( XXXX ) involved - due to the nonresponsive/unhelpful nature of Planet Homes customer service associates . 
After settlement I was notified that the mortgage insurance required had decreased, and that our FIRST & FOLLOWING payments would now change from : {$1900.00} to {$1800.00}. The escrow portion would change from {$260.00} to {$200.00}. Planet Home seemed unaware of this change and reluctant to investigate until I got the previous lender ( XXXX ) involved. 

Now that, that has been corrected it seems my escrow account has been messed up and no one at Planet Home is willing to do anything to investigate or correct again. 
I have spoken to : XXXX XX/XX/XXXX - all she did was request an escrow statement be sent to me & transferred me to XXXX after I asked to speak to someone knowledgeable. 
XXXX XX/XX/XXXX- who stated she was a supervisor, but kept referring to my second mortgage which has no relevance to this, and didn't seem/want to grasp the situation or be helpful in any way. 
XXXX XX/XX/XXXX- who seemed to possibly understand, was going to research & call me back - NO RETURN CALL/CONTACT to date. 

I am concerned that the beginning escrow balance from settlement and the following payments appear to be missing. 
It also seems that Planet Home is trying to double pay my homeowners insurance. 
Once these items are corrected - there should be no escrow shortage. 

Escrow beginning balance from closing XX/XX/XXXX : {$270.00} XX/XX/XXXX payment made XX/XX/XXXX to XXXX XXXX  {$1900.00}, escrow- {$260.00} XX/XX/XXXX payment made XX/XX/XXXX to XXXX Mortgage {$1800.00} escrow - {$200.00} XX/XX/XXXX payment made XX/XX/XXXX to Planet Home {$1800.00} escrow - {$200.00} XX/XX/XXXX payment made XX/XX/XXXX to Planet Home {$1800.00} escrow - {$200.00} NONE of this is reflected in the Annual Escrow account Disclosure Statement emailed to me XX/XX/XXXX. It states my beginning balance is NEGATIVE- {$160.00}. 
THIS IS INCORRECT- WHERE IS ALL MY ESCROW $ $ $???? 
There should be approx. : {$520.00} in my account at the end of XXXX. 
This is also very close to the amount Planet Home is stating I am short : {$520.00}????? 

Table 2 - Escrow Activity History - shows that the wrong Mortgage Insurance amount has been being paid {$170.00} INSTEAD of {$110.00} that it had been reduced to in XXXX & that I have previously contacted them about. 

Table 2 - Escrow Activity History - also shows that Planet Home is trying to double pay my Homeowners Insurance premium of {$730.00}. This was paid for, for the year at settlement XX/XX/XXXX and is not due again until XX/XX/XXXX. 
Why is it showing that Planet Home is trying to pay {$730.00} again in XX/XX/XXXX???? Just 4 month later? 

Also, according to the math in # 2, Line A - there should be no shortage - actually an overage : Expected amounts due : {$3100.00} vs. Actual amount due : {$2400.00} The actual is {$720.00} less than the expected. So, again - how is my escrow short? 

If the amounts are disbursed correctly, I won't reach my allowable low point of {$180.00} until XXXX of next year & that is the acceptable amount/time. 

I am including : Annual Escrow Account Disclosure Statement - INCORRECT from Planet Home- with errors marked Initial Escrow Account Disclosure Statement - mostly CORRECT from XXXX- it is just missing the {$260.00} instead of {$200.00} escrow payment amount from XX/XX/XXXX payment. The payment had already been made prior to being notified of the change. 

Closing Cost Detail - showing initial escrow payment {$270.00} and Homeowners premium paid for 12 months {$730.00} First Payment Letter - showing correct amounts due

Company response to consumer: Closed with explanation