Consumer complaint received 2023-08-30
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: PLANET HOME LENDING, LLC (CA)

I am writing to communicate grievances and escalate events of negligence and error not corrected by Planet Home Lending dating back to XX/XX/XXXX. 

In XX/XX/XXXX, XX/XX/XXXX and again in XXXX I called to correct payments not posted to my account. Each time I was asked to wait a number of days and call back. Now that my loan is no longer with Planet Lending, I CAN NOT wait. I need help getting this resolved immediately. 

Here are the list of payments made to my loan ( from XXXX XXXX ). I have indicated which ones did not get posted to my loan with asterisks. 

XXXX XXXX XXXX XXXX XXXX XXXX {$2900.00} ***** XXXXPLANET HOME XXXX XXXX XXXX XXXX {$2900.00} XXXXPLANET HOME XXXX XXXX XXXX XXXX {$2900.00} XXXXPLANET HOME XXXX XXXX XXXX XXXX {$2900.00} XXXXPLANET HOME XXXX XXXX XXXX XXXX {$2900.00} XXXXPLANET HOME XXXX XXXX XXXX XXXX {$2900.00} XXXXPLANET HOME XXXX XXXX XXXX XXXX {$2900.00} XXXX PAY PLANET HOME LENDING ON-LINE ON XXXX {$2900.00} ***** XXXXXXXX XXXX PLANET HOME LENDING ON-LINE ON XXXX {$2900.00} ***** I've called about the payments on XX/XX/XXXX & XX/XX/XXXX a number of times. I learned that I made an error in my payment through XXXX XXXX. I had listed an incorrect loan number in the initial two payments. I listed loan number incorrectly- last two digits were in error, I corrected and notified them of that mistake. 

I was told by Planet Home Lending that those payments were found and that it would take time to be corrected, post and be reflected on my loan. I last spoke to someone in XXXX at Planet about this. Till this date, the change has not made. The amount of stress, financial and mental that this is causing my family has mounted. 

Now my loan has been bought out by XXXX XXXX and still, payments made have not posted to my account from the month of XXXX and XXXX last year. Moreover, XXXX additional auto payment was received by Planet Home Lending on XX/XX/XXXX and that too was not applied nor transferred to the new loan, as indicated in the letter I received about auto pay being transferred automatically. With this XXXX payment taken out of my bank and not applied ( literally XXXX ), it will now be three payments that I've made that have not been applied to my loan. 

I've written to planet home lending- there last communication with me was on XX/XX/XXXX in writing indicating that will get back to me " within any timelines required by applicable law or regulations. '' It's not XX/XX/XXXX and I have no response from them. 

To add to this frustration, now, perhaps due to this grievance reported or maybe unrelated, XXXX ( the company who bought out the loan ) has " reversed '' my payments they recorded and listed them as a " suspense balance '' with no reason as to why. 

I am in need of help. Not sure what more to do. This is terribly stressful. Am I going to lose our home after making all the payments on time and making extra payments that they did not apply to my account, which I was forced to pay again just so I would not default. I am very very worried. Help is much appreciated. 

XXXX ( Written with the help of my daughter-in-law )