Consumer complaint received 2020-03-16
Company: PLANET HOME LENDING, LLC
State: AZ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, I received a voicemail from Planet Home lending to call them. I called Planet home lending at XXXX and spoke with XXXX. XXXX informed me that the call was about my missed payment in XX/XX/XXXX. I stated that my payment had been made on XX/XX/XXXX and cleared my account on XX/XX/XXXX. XXXX, stated that her records showed that it was a non-transaction. I asked what this meant, she said I had non- sufficient funds. I stated that I had my bank statement in front of me and she said the bank said I did not have the funds. She told me that I would have to deal with my bank. I said, OK and ended the phone call. 
Next, I called XXXX  customer service. I explained to the representative what was going on, and she stated that they did not tell Planet Home Lending that there was insufficient funds and that the payment cleared on the XX/XX/XXXX I asked if she would be willing to be a third party in a conversation with Planet Home Lending to verify this and she said, Absolutely!. 

I called back to Planet Home Funding at XXXX with the XXXX  representative on the phone and was connected with XXXX. I explained to XXXX that I was calling to verify my XXXX payment and that I had the XXXX  representative on the phone. XXXX was very rude and stated that if he was being recorded then he was hanging up the phone. I questioned as to him recording also and he said, yes and reiterated that he would not speak with XXXX  on the phone. I asked the XXXX  rep. to hang up and told XXXX that I had my statement as proof of payment for XXXX XXXX told me that XXXX was not the problem but that XXXX was unpaid. Then he switched to XXXX. I told him this was the first I had heard of XXXX or XXXX payment and that they were going back and forth on what was due. XXXX became belligerent and starting cutting me off and would not let me speak. I told him he was being rude, and he hung up the phone on me. 
I called right back was spoke with XXXX. I explained to XXXX what was going on and she also looked at my account. XXXX told me that she did not see an issue with XXXX, XXXX, or XXXX payment but they had just got word last month that XXXX payment had not cleared. I told her that I had received a letter in the mail about XXXX payment but I had never been notified about XXXX payment and even in their own system it showed XXXX payment made. I asked to speak with a manager, I was transferred to XXXX in the loan counseling department. 
XXXX informed me that she had looked into my file and that everything looked fine except my XXXX payment had returned. XXXX told me to submit my bank statement and we would go from there. I submitted the letter from Planet Home Funding that stated I was delinquent of XXXX. payment and my bank statement showing the payment cleared via email to XXXX. After looking at my evidence, XXXX returned my email stating that it was XXXX payment that was missing. 
On XX/XX/XXXX, I called Planet Home Lending due to seeing that I had been reported to the credit bureaus that my XXXX payment was 30 days past due and had been assessed late fees despite the fact that I had submitted documentation on proof of payment and several representatives telling me that there was no issue with my XXXX payment. XXXX, another manager stated that she also saw That XXXX payment needed to be made. We went through my payment history together and verified that all other payments were accounted for except XXXX. I sated that I had just sent over documentation of this payment the other day to XXXX, but I would send it again. I again sent the bank statement verifying payment. I also asked XXXX if the late assessment would be corrected as well as the false reporting to the credit bureau. XXXX stated that she was instructed to tell me to send in my statements for XXXX and we would go from there. I told her we had already covered XXXX through the payment history and I was speaking of the late assessment and false credit reporting of my XXXX payment ( There are no reports for XXXX payment on my credit report or Planets payment history ), XXXX stated that this was just done and they had to wait and see how many other people were affected before that could fix my false reporting. The phone call ended there. 

The fraudulent misrepresentation that Planet Lending representative XXXX made by saying the bank said I had insufficient funds was a blatant attempt to defraud me and is a violation of State and Federal laws. This event can and will be subpoenaed as evidence should Planet Lending force me to litigation. 
The representations of missed payments were proven to be false and Planet Lending is maintaining an adversarial position by changing the alleged missed payment dates whenever I provided proof or their own records show them to be in error. 
I have suffered measurable harm as a result of the fraudulent information Planet Lending reported to the CRA. Planet Lending failed to notify me of the alleged debt from XX/XX/XXXX. Planet Lending furnished misstatements of balances owed when it was there responsibility to maintain accurate records. Planet Lending refused to supply me pertinent information concerning my account. These aggregious unprofessional acts is a blatant violations of the FCRA and Arizona Consumer Laws. Further more the inexplicable changes in dates in question, leads me to believe that Planet Lending is attempting to unjustly enrich themselves by falsifying my payment with hopes causing me to foreclose on my home. I am demanding a detailed amortization off all my transactions along with each transaction id code or information which identifies the financial institutions in which funds were withdrawn for payment. If Planet Lending is unwilling to provide this I am demanding that Planet Lending immediately bring my account into good standing and update its furnished information to all CRA within 15 business. If Planet Lending is unwilling to comply I will seek justice in a court of my choosing and seek the maximum damages afforded to me under the law. 

On XX/XX/XXXX, I called to make my XXXX payment and was told all money paid would go to my XXXX payment despite them having 2 copies of my bank statements, and the XXXX representative on the phone to verify the payment. I have asked 5 times for a manager to call me discuss, by have been ignored.

Company response to consumer: Closed with explanation