Consumer complaint received 2016-11-01
Company: PLANET HOME LENDING, LLC
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I have been in a battle to make mortgage payments since XX/XX/XXXX. I missed 3 payments in XX/XX/XXXX. We then set up a payment plan for a total of 12 months. I made 11 payments when I was told I successfully completed the program and was now back onto my regular mortgage plan. The following month I was in a hospital with my son who was being diagnosed with XXXX instead of working. I called the mortgage company and explained the situation. They informed me that I need to take care of my son and that I could make a double payment the following month. I was relieved to hear this instead of having to borrow money from someone. When I called the following month to make the double payment, I was told they could not accept my payment because I was in foreclosure. This was around XX/XX/XXXX. They told me they would get back with me to see why they were not able to take my payments. This turned into a year long process of giving documents. I gave documents month after month. They always wanted an updated statement from the bank or a new invoice of some sort. Each time they received a document, in which they claimed was the last document needed in order to complete a loan modification, they needed a new one. They played this game with me until they were able to get a judgement on me in court. I found a lawyer who immediately got that judgement removed due to the negligent nature of this company. Once the judgement was removed, I was told everything was set for the modification and that all I had to do was sign paperwork. I let my lawyer go and signed the modification paperwork with great relief. Once they received the signed papers, they then requested an invoice from my HOA showing a {$0.00} balance. It took me time to get since the HOA is never open. However, I was in contact with the mortgage company each day while I attempted to get this invoice. XX/XX/XXXX I spoke to the manager of the loss mitigation department who confirmed receipt of the necessary document. He advised me that I would have new paperwork to sign in the mail in a few day. By XX/XX/XXXX, I still had not received the paperwork form them. I called and they now said they needed an updated invoice for XX/XX/XXXX and XX/XX/XXXX form my HOA. I advised them that it is a yearly invoice that is paid for XX/XX/XXXX therefor that is the updated invoice. I was told I would get a call back once they looked into it. A week later, I still had not received a call back. It is now XX/XX/XXXX, I just got off the phone with them and they again requested an updated invoice. I explained they have it and I can not give them a different document since one does not exist. This is not the first time they have asked me for documents that do not exist. I was put on hold. When she came back on the line they are now asking for a cancelled check of my most recent payment from the HOA. I explained that I paid cash and as a receipt they gave the invoice with a {$0.00} balance. I was told that the invoice did not show that I paid cash. This is correct, it only shows paid, not how it was paid. I am not sure what this has to do with my modification but to me it seems they are beginning the run around process yet again, while they begin foreclosure in the back ground. I have been in constant contact with the company, made payments to them even though there is no existing mortgage and given them every document they requested, in a reasonable amount of time, with the exception of the documents that do not exist. I am desperate to have mortgage back and am tired of playing games with this company.

Company response to consumer: Closed