Consumer complaint received 2020-10-05
Company: PLANET HOME LENDING, LLC
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX - we were advised by our tax collector that our taxes were delinquent - Contacted Planet Home Lending and they advised that they will go ahead and correct XX/XX/XXXX received checks from the XXXX County Tax collector that my mortgage company was sending the wrong checks to with the checks being made out to the tax collector - received another delinquent tax notice in XXXX - Contact Planet Home Lending in XXXX and they advised to email them along with a copy of the checks and they will go ahead and get this resolved - Contacted our tax collector in XXXX and they confirmed that taxes were now paid. 

XX/XX/XXXX We received notice from Planet Home Lending that our escrow account was now negative {$5000.00} and that our payments would be increasing by {$420.00} a month XX/XX/XXXX made regular monthly payment of {$1600.00} ( minus the negative escrow ) while we tried to straighten out the negative escrow issues with them XX/XX/XXXX s/w XXXX who explained that because of the checks that were sent out erroneously to the WRONG tax collector, that is why our escrow was in the negative. She opened an escrow dispute and stated that they just needed to cancel the checks that were sent out to the wrong tax collector and credit our escrow account back and that should resolve the negative amounts ( makes complete sense too ) and that I need to follow up again in about a week XX/XX/XXXX s/w XXXX who now waived the {$40.00} late fee and put a hold to stop the negative CBR reporting. He advised that request was still in process and follow up in a few days XX/XX/XXXX s/w XXXX and he advised that the XXXX late fee was being still resolved and to follow up on everything in a few days, and that he sees the XXXX payment that was made for XXXX XXXX s/w XXXX who said that the {$1600.00} was applied by my request to the negative escrow account and that point I absolutely said give me a XXXX manager and she proceeded to advise me that because I used profanity she was disconnecting the call ( Sorry but wouldn't you at this point ) XXXX s/w XXXX in the Tax Department XXXX XXXX ) and she could not make sense of anything that was going on and she transferred me to her manager XXXX - XXXX then advised me that it would take about a week since he had to open a ticket for my XXXX payment to be credited to my account but he wasn't sure how to help me on the negative escrow because what I was telling him just wasn't making sense he then transferred me to XXXX XXXX - the escalations supervisor Badge # XXXX - who refused to provide me with his manager 's information but told me that he will be calling me back at XXXX with some type of resolution but he couldn't seem to provide me with what that was. But he made sure to tell me to get some good sleep. Considering this has been going on since XXXX, I have little faith that this is going to be taken care of without me having to hire an attorney. 

I can't even refinance with another company to just get away from them because this issue will just follow me to another company

Company response to consumer: Closed with explanation