Consumer complaint received 2015-06-08
Product: Mortgage — VA mortgage
Issue: Application, originator, mortgage broker — 
Company: PLANET HOME LENDING, LLC (TX)

Considering that my previous mortgage was with Planet Lending. I thought it would be easier to stick with the same lender and apply for my new home. My representative that began the process was XXXX XXXX. I provided all the documentation that he requested : paystubs, bank statement, tax forms, copies of ID '' s, and we were pre-approved for the new mortgage XXXX XXXX, 2015. We signed a XXXX days contract XXXX XXXX, 2015, so that my husband and I could sell our home around the same time at the end of XXXX. 
From then there were many issues : XXXX, Planet Home Lending continued to ask for documents that he was already provided, the appraisal was not submitted, XXXX took a vacation and did not provide a name of another contact, the documents were not submitted to the underwriter, HUD sale of previous home was not submitted to the VA by Planet Home Lending, when I asked to speak to manager that did not happen, we had to ask for XXXX extensions beyond the XXXX day contract, we were told to pay off collection debts that were not necessary, we were told to have the Department of Education to update the deferment dates to update the credit report, XXXX admitting that he did not review the documents previously, Multiple credit supplements submitted, XXXX lying to us consistently, XXXX other institutions reviewing our credit reports and determining that even with the collection accounts and debts that we had - we still qualified, NOT being provided a mortgage payment after the updated information, not being told that the interest rate had increased after the extensions, being provided a XXXX page list of further documents that XXXX XXXX XXXX needed us to provide. 
Several times, I 've asked XXXX for a " potential '' mortgage payment, he said he could not provide until the numbers are in. So we had no idea what our payment could possibly be for the new home. I requested to speak with a manager thru the customer service line, I was told that he would call me back and I was not provided a name. I asked XXXX to tell me the name of his manager, he told me that the manager would call me back. That did not happened. 
We contacted and started working with XXXX XXXX. She also informed us that our credit score had gone down, therefore we would have to take a higher interest rate and then pay in order to pay the interest rate down. Confirmed that our credit score was above XXXX and the debt to income ratio was below the VA required percentage. She did not know why Planet Home lending was having us pay off debt that was in collections or asking the Department of Education to update a deferred account which was not required. The loan officer also found out that Planet Home Lending did not submit the documentation to the Underwriter until XXXX XXXX XXXX days prior to the original closing date nor Planet Home lending submit the HUD sale documentation to the VA Mortgage department in order to get the VA Benefits certificate. XXXX XXXX was able to close the loan in XXXX business days using the credit report which still showed the collections accounts and debts ( because the credit companies had not updated the report since it was still in the same month ), and all the other debts that were on our account. 
{$9900.00} Unnecessary debt payoff {$3800.00} Interest rate by down to new lender {$2000.00} Extension cost to seller {$4900.00} Expenses incurred due to negligent extension {$20000.00} Total monetary damagesI do n't believe that this company should be able to treat a XXXX veteran or any human being with such negligence and carelessness as they have. To have a family displaced because of their negligence and incompetence shows the lack of responsibility, morals, and business ethics. They should not be able to cost families money, time, and stress.