Consumer complaint received 2022-01-28
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: PLANET HOME LENDING, LLC (CA)

XX/XX/XXXX a statement from XXXX asking for a higher amount wanting tax impounds XXXX statement had no information about that ..I contacted XXXX XXXX XXXX to be told they had paid on my taxesXXXX did not send me ANYTHING SHOWING THAT THEY PAID TAXES .The XXXX  tax office had been putting refunds back in my account late XXXX and XXXX.I had no paperwork from XXXX  OR THE TAX OFFICE to tell me what payments had been made from XXXX  OR ME.Covid closed the tax offiice between XXXX TO XXXX it takes three months to catch up with under normal tax years COVID THEY WERE CLOSED LONGER XXXX refused to give me proof of what they had done until I filed a complaint with CFPB.XXXX  sent me a letter in XXXX saying I had defaulted on my loan.NOT ONE PAYMENT HAD BEEN MISSED.XXXX tried to change my payment to impound INCLUDING taxes WITHOUT ANY PRIOR NOTICE OR INCLUDING AMOUNT THEY THOUGHT WAS OWED OR THAT THEY PAID .Letter to CFPB said XXXX forwarded tax payment XX/XX/XXXX i had XXXX  payment coupons for XXXX & XXXX WITHOUT ANY MENTION OF A TAX PROBLEM OR PAYMENT.Called & stayed on hold for someone to explain i sent phone bills to show 91 minutes several times.No one is allowed to give information They just keep transfering and asking questions the same thing over and over.Without any answers.XXXX is the mother company XXXX after days + hours of calls XXXX faxes XXXX at XXXX called me on the phone and I agreed to pay {$760.00} XX/XX/XXXX above my normal payment.She said that would stop a foreclouser..never late ever no information to alert me AND A LETTER SAYING I AM IN DEFAULT TO GO INTO FORECLOSER? XXXX TRANSFERED the loan same month to Planet Home Lending when receieved their papers a letter said i was seriously in default .I had bank statements to prove i never missed a payment or was late.With proof of the {$760.00} made above the XXXX PAYMENT. Planet did not care .They wanted they said now {$1300.00} I KNEW THIS WAS ALL A TRUMPED UP EFFORT TO GAIN FEES NOT DUE BECAUSE I KNEW WHAT I HAD PAID to the tax office.Without any document any where showing what they say they paid to tax office .NOW the new preditory lender not showing the payments paid to XXXX SAYING they did nt get loan until XXXX.Planet employee ( XXXX ) said it was XXXX the letter from XXXX was XXXX .XXXX  was the extra payment above regular payment .Planet said they cant see anything before XXXX XXXXWHAT LENDER TRANSFERS A LOAN WITHOUT HISTORY? 
after making all the payments EVEN PAYING XX/XX/XXXX {$1300.00} to Planet Home Lending  the actual pmt is {$980.00} XXXX responded to CFPB saying XXXX  tax had refunded them 2 checks {$200.00} each and sending {$300.00} ( the amount XXXX CLAIMED THEY PAID was {$1700.00} and {$750.00} NO THEY INTERFERED WITH payment not DUE until XX/XX/XXXX, only paid total {$1400.00} of which {$700.00} was refunded ASAP .Now {$700.00} is left I paid {$760.00} on XX/XX/XXXX along with {$380.00} from {$1300.00} XXXXAlong with the fact XXXX  KNEW what they claimed to have paid was less requested the additional refund from tax office in XXXX knowing that with refund already of the {$700.00} and the {$760.00} i paid before they transfered the loan with the refund of {$54.00} they have not mentioned {$650.00} tax office is sending ... ..the whole scheme to gain these extra $ $ $ $ is not coming together as planned. TAX OFFICE REFUNDED ME {$900.00} caused real chaos for the tax office who was short handed with covid .And me trying to get the real facts of what had happenedXXXX  EVEN told CFPB they payment i had made of {$860.00} 60 had not been paid.Also a {$54.00} penalty XX/XX/XXXX yet not one statement shows that .I had paid checks i did miss a payment .Caught up except for {$200.00} when XXXX DECIDED TO interfere for the SOLE PURPOSE OF PUTTING A PROPERTY IN FORECLOUSER. I have proof now of a lot more .Planet Home Lending has sent me payment coupons every month two or three times a month with different amounts. {$2100.00} above the real payment NO EXPLAINATION AT ALL.SOMETIMES {$740.00} OTHER TIMES THE correct amount like every third payment .I have not missed any .I just started paying {$51.00} higher with knowing i dont owe it with informing PLANET HOME LENDING THE hours of trying to get a corrected statement are over.Planet when i offerd to supply the proof from the tax office there was no impound account ..The lady who tried to help from Planet Home Lending last week was told by her superior .That i had to get XXXX  TO GIVE THEM THE INFORMATION.I hit the roof .I called again a man from XXXX XXXX??? what on earth is that?? confirmed it he said XXXX WILL NOT TALK TO Planet he claimed privacy XXXX ANY LENDER THAT SERVICES A LOAN HAS A REPONSIBILITY TO SERVICE THE LOAN NOT STEER PEOPLE with a statement that says we took the loan without any knowledge of payments and because of that we can just make it up and send it out BECAUSE WE DONT KNOW WHAT THEY HAVE IN MONEY THAT YOU PAID? really excpecting me to accept that.. Talked me down .Now i am really scared of what they will do next .The man and a woman said they are not entitiled to know what information on me or the loan prior to XX/XX/XXXX THEY CAN NOT GO BACK BEFORE XX/XX/XXXX ... .this is a effort to put people in a comprimized situation creating so much confusion you as a borrower are kept off guard so much .That I have agreed in hopes they as a finacial institution would do the ethical thing to resolve it.After speaking to this man I was transfered to LAST WEEK i relialize this is worse than i thought.He informed me for the first time NEVER heard this .I have a COMMERCIAL LOAN.Not true this is a conforming single family FOURPLEX single family homes all with SEPERATE METERS yards garages laundry room ON A LOT RESIDENTIAL .LOT WHAT IN the h is he talking about ... ..FIXED RATE... .now i have pulled out papers you will not believe.. I have been put into a bed of LIONS THE ONLY LOANS I EVER HAD ARE ALL XXXX XXXX  REAL BANKS WHAT IS THIS MESS... THERE WAS NO LOAN ON THIS PROPERTY MY APPRAISEL WAS IN THE HIGH 700S WITH MY CREDIT SCORE AROUND XXXX I HAVE BEEN LIED TO THESE PEOPLE ARE NOT LENDERS??