Consumer complaint received 2019-10-25
Company: PLANET HOME LENDING, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX I requested with Planet Home Lending for them to pay my supplemental prop tax as we have excessive funds in our current escrow account then. The request indicated for both first and second installments. 

Planet Home Lending paid the first supplemental prop tax bill CORRECTLY and on-time on XX/XX/XXXX ( {$2400.00} ). 

XX/XX/XXXX I emailed Planet Home Lending to remind to pay the 2nd installment SUPPLEMENTAL as its coming due on XX/XX/XXXX. 

XX/XX/XXXX I saw on my Escrow Account History online that Planet disbursed wrong amount for the 2nd installment supplemental and I immediately emailed Planet. XXXX XXXX County online info if checked by Planet- clearly shows first installment as PAID. Only 2nd installment as UNPAID. Because of Planets mistake this has put my escrow account in deficit ( negative ). 

** I have been calling XXXX XXXX County and Planet Home Lending since XXXX as its now past due and per XXXX XXXX County it takes 6 weeks for them to process the payment. It has been 2 months and now theres a penalty from the County assessed and still no payment has received by the County. Every week I would call Planet Home Lending and no prompt resolution and concern from the Customer Service. 

XX/XX/XXXX I called Planet Home Lending to place a stop payment on the check and I will just pay the County directly from my own funds. At this time, I was in the middle of refinance application with another lender and I have to take care of the UNPAID 2nd installment supplemental prop tax. 

XX/XX/XXXX to my surprise, PLANET HOME LENDING paid the County for the wrong amount AGAIN and despite my instruction to PLANET on XX/XX/XXXX not to pay. I then had to call XXXX XXXX COUNTY again and monitor the payment being received and processed. This has caused delay in approval and closing of my refinance with the other lender. Planet is showing that Im again in deficit/negative in my escrow account. 
Planet sent 2 checks total amount = {$5100.00}. 

XX/XX/XXXX Planet Home Lending deposited back the amount ( from the Stop payment check originally mailed on XX/XX/XXXX ). 

XX/XX/XXXX per advise of XXXX XXXX County for me to come in person and pay via cashiers check the 2nd supplemental tax bill as this will be faster and efficient to be processed by them rather than waiting for the checks from Planet. I paid in person the County and they are on alert to return the checks to Planet once they receive the checks. I even paid the penalty when its not my mistake that payment is late. 

XX/XX/XXXX XXXX XXXX County advised that they have returned the checks to Planet Home Lending unprocessed. Theyre the exact checks that Planet sent on XXXX. Which I notified Planet and requested to keep an eye on the returned checks to deposit back to my escrow account immediately after receiving. 

XX/XX/XXXX Planet Home Lending deposited back the checks into my escrow account but incorrect amount. Correct amount that was returned by XXXX XXXX County for the 2 checks {$5100.00} Planet deposited {$5100.00} XX/XX/XXXX Account was Paid off XX/XX/XXXX My first email stating the discrepancy on the escrow balance amount. 

XX/XX/XXXX Email sent with explanations using spreadsheet that the amount due to us is {$6000.00} XX/XX/XXXX Email resend, asking their office to give us an update. Spreadsheet was also attached. 

XX/XX/XXXX upon checking my online account, it shows wrong amounts were disbursed to me via check XX/XX/XXXX Another email sent asking their office to give us an update on the account XX/XX/XXXX Finally after multiple calls and emails an email was received from Planet that account is in review and completion is not until XX/XX/XXXX This issue has caused us financial and emotional stress over the past few months, since XXXX due to two incorrect Supplemental Bill processing. Furthermore, this experience has been physically and emotionally draining, going back and forth with phone calls and emails on a matter that is obviously fixable since we have provided all the necessary explanation/documents to support our claim that their office refused to accept. 

We appreciate the Bureaus help in settling this issue in a timely manner. We believe that holding the money that is rightfully due to us for more than 60 days after the account has been paid off is unacceptable and Planet Home Lending should be made accountable.

Company response to consumer: Closed with explanation