Consumer complaint received 2024-08-27 00:00:00
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
State: FL

Complaint narrative:
See Formal Letter Attachment on this matter. 

I am writing to request correction of the error described below in regard to the mortgage on my home loan The following errors were brought to my attention per the latest communication to me on XX/XX/XXXX, which states I have missed several payments addressed below. ( see Exhibit XXXX ) Payment Errors : The following errors were brought to my attention per Planet Home Lending , LLC ( Planet ) latest communication to me on XX/XX/XXXX, which states I have missed payments for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. ( see ExhibiXXXX XXXX ) No payment has been missed from XX/XX/XXXX, to XXXX bank statements ( Exhibit XXXX ) dating from XX/XX/XXXX to XX/XX/XXXX show I have made full payments for each month. 

Likewise, my bank statements ( Exhibit XXXX  ) dating from XX/XX/XXXX to XX/XX/XXXX Late Fee Errors : I entered into a XXXX Payment Plan ( confirmed by a letter from Planet dated XX/XX/XXXX ), to bring my loan current. ( see Exhibit XXXX ) While the due date for each payment is listed as the first of each month from XX/XX/XXXX to XX/XX/XXXX, I reached out ( via telephone ) to my loan mitigation coordinator, XXXX XXXX, on or about XX/XX/XXXX, to inquire about paying later in the month. XXXX XXXX confirmed that if I made a payment by the end of the month, then no late fees would incur, and the payment would be posted to the current payment due. 

As agreed, starting with a payment on or about XX/XX/XXXX, ( close to the beginning of the XXXX XXXX XXXX ) and all subsequent payments since then have been made via telephone on or about every last day of the month. Since then, through the middle of XXXX, I have not incurred a late payment. 

However, without warning or reason, I have begun incurring the following late charges despite making payments through the same method and time I have been employing for over a year without issue and as verbally approved by my loan service provider. ( see Exhibit XXXX  ) These late charges amount to {$660.00} and it is the exact amount acknowledged by XXXX on XX/XX/XXXX. XXXX. ( see Exhibit XXXX  ) Amount Due on Balance Error : Considering that no monthly payments were missed through the duration of the plan taking into account the charts above, the chart below, and Exhibits XXXX XXXX, and XXXX, the principal balance owed on my account currently should be brought current based on the XXXX Payment Plan. ( Exhibit XXXX  ) However, based on my most recent mortgage statements from XXXX, my payment amount due is {$7200.00}. ( See ExhibiXXXX XXXX XXXX Also, a month after the XXXX Payment Plan was completed, I received a Trial Period Plan for a mortgage modification asserting that foreclosure proceedings may continue, and a foreclosure sale may occur if I did not accept the offer and pay a downpayment. ( Exhibit XXXX ) The questions I have posed about whether my account is in good standing or going into foreclosure are still left unaddressed by Planet and my Asset Manager/ Loan Servicer contact XXXX XXXX XXXX ( Exhibit XXXX  ) Exhibit XXXX is one of several emails and calls to try to resolve my billing errors, only to be met with no response and finally, the one-page letter captured in Exhibit XXXX 

Payment history from XX/XX/XXXX through XX/XX/XXXX.

Company response to consumer: Closed with explanation