Consumer complaint received 2021-06-14
Company: PLANET HOME LENDING, LLC
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This company ( Planet Home Lending ) has been servicing my loan since XX/XX/XXXX after a refinance with XXXX XXXX XXXX in XX/XX/2021. Since they have started they have mismanaged my escrow and causing letters to be sent to me requesting additional money to cover the escrow shortage. In XXXX I received a letter stating I was short just over {$3000.00} because they sent out money to a former insurance carrier and due to what I believe was a miscalculation by the title company who closed my loan. I understood and when after a month I received the refund check ( {$1300.00} ) from the insurance company I applied it to my escrow to offset some of the short. During the time it took me to receive the check from my previous insurer I was also informed they were preparing to send an additional check to my new insurance company. This would have caused an additional short to my escrow even though my insurance had been paid by me. At this time they had been advised for weeks prior to that conversation. I reminded them and they looked into it confirmed and cancelled that check to my new company ( XXXX  ) at the end of XXXX. I received a call on XX/XX/XXXX informing me that I was going to start being charged an additional insurance fee because I did not have insurance. I was advised by them I cancelled my insurance and was required to have insurance so they got insurance on my behalf. After contesting this over the phone I was advised they made a mistake and it was the previous insurance ( the one they sent a check to that I no longer had ) that was showing cancelled and my current carrier was fine. I was told to ignore all paperwork being sent to me in regards to the matter and its fees. Today XX/XX/XXXX I received a check from my current insurance company because on XX/XX/XXXX, Planet Home Lending sent out another check to them in the amount of {$1200.00} from my escrow. This amount was not owed to them since my homeowners insurance was paid in full. This is particularly upsetting because of all the times I have called them regarding this issue and requests for additional money from them since they took over my loan. When I contacted Customer service the person I initially spoke to did not understand the problem and blamed me for the issue. When I tried to explain it she transferred me to someone else. The person I spoke to tried to be very understanding and after waiting on hold with me for 30 minutes got someone else in the customer service department. They requested I pay back the {$1200.00} now so they could reorder an escrow analysis. Even though I have not deposited the check from my insurance company I did it in fear I would receive another letter increasing my monthly payment for the 2nd time in two months. I also advised the Customer Service rep that I was informed of an issue when I spoke to County Clerks office that my Deed and the mortgage lean have my name spelled differently on it so technically their lean does not show on my home. XXXX ( # XXXX ) said their information was correct so they did not care. It seems they also do not care to properly managing money they require me to produce and when mistakes are made I have to live in fear of them increasing my mortgage each time until I can not afford my bills and default or are late so they can charge additional fees. I feel like I am being prayed on by this company in hopes to charge additional fees or eventually bury me so much that I can no longer make my payment.

Company response to consumer: Closed with explanation