Consumer complaint received 2026-04-10 00:00:00
Product: Mortgage — VA 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:
I am filing this complaint against Planet Home Lending , LLC regarding XXXX # XXXX. XXXX assumed servicing of my VA mortgage in XX/XX/XXXX. Since that time, they have made a series of errors that have resulted in an incorrect account balance, improper collection activity, inaccurate credit reporting, refusal to properly process my monthly payments, and a formal RESPA response that contains factually false information contradicted by my own bank records. XXXX XXXX XXXX XXXXXX/XX/XXXX : Planet Home Lending made an erroneous XXXX deposit ( credit ) of {$3300.00} into my bank account due to an internal processing error. XXXX has acknowledged this error in their formal written response dated XX/XX/XXXX. XX/XX/XXXX : XXXX separate transactions were debited from my bank account on this date, both of which cleared and were never returned : {$3300.00} labeled XXXX XXXX XXXX XXXX XXXX XXXX reversal of their erroneous XX/XX/XXXX deposit {$3300.00} labeled XXXXXXXX XXXX XXXX XXXXXXXX ' my XX/XX/XXXX mortgage payment Both of these debits cleared my bank account and no corresponding return credit was ever posted. My XX/XX/XXXX mortgage payment was made and cleared. XX/XX/XXXX : A payment of {$3100.00} was debited from my bank account. This was my XX/XX/XXXX mortgage payment, which also cleared my bank. XX/XX/XXXX : Planet Home Lending issued XXXX reversals in their system a 'Returned Payment Reversal ' of {$3300.00} and a 'Misapplication Reversal ' of {$3100.00} removing credit for both my XXXX and XXXX payments. This created a false balance of {$6600.00} on my account. XX/XX/XXXX : I was contacted by a collection agency regarding the disputed balance. When I called XXXX to make my XXXX payment, a representative told me any payment would be applied to the disputed balance and that I could not make regular payments online until the account was paid in full. This is improper servicer conduct. XX/XX/XXXX / XX/XX/XXXX : I submitted a formal Notice of Error pursuant to RESPA, 12 U.S.C. 2605 ( e ) and 12 C.F.R. 1024.35, via certified mail. XXXX acknowledged receipt in writing on XX/XX/XXXX. XX/XX/XXXX : I spoke with XXXX agent XXXX ' and provided bank statements documenting the error. XX/XX/XXXX : I spoke with Escalation Agent XXXX ( ID : MWH ) who confirmed the investigation was complete. I made an additional payment which was applied to XX/XX/XXXX. PLANET 'S FORMAL RESPONSE CONTAINS A FALSE STATEMENT Planet Home Lending 's formal RESPA response letter dated XX/XX/XXXX states that the XX/XX/XXXX XXXX payment of {$3300.00} was 'returned unpaid by your financial institution as authorization revoked. ' This statement is factually false and directly contradicted by my bank records. My bank statement for XX/XX/XXXX shows the XXXX XXXX CONS XXXX ' debit of {$3300.00} cleared on XX/XX/XXXX, with no subsequent return credit posted to my account. If my bank had returned this payment, a corresponding credit would appear it does not. My XXXX payment cleared. XXXX 's claim to the contrary is incorrect. Furthermore, XXXX 's response applied my XX/XX/XXXX payment of {$3100.00} to XXXX which means I have effectively paid XXXX twice, and XXXX remains unsatisfied through no fault of my own. ISSUES NOT ADDRESSED IN PLANET 'S RESPONSE Despite being specifically requested in my RESPA Notice of Error, Planet 's XX/XX/XXXX response completely failed to address the following : The improper referral of my account to a collection agency Whether any adverse credit reporting has been submitted and whether it will be corrected Restoration of autopayment processing on my account Written confirmation of all corrections made

Company response to consumer: Closed with explanation