Consumer complaint received 2020-03-16 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: PLANET HOME LENDING, LLC
State: OH

Complaint narrative:
I bought my house in XXXX of XXXX with a mortgage company. In XX/XX/XXXX the mortgage was sold to the current company i am having the problems with. 

To start half of the time I attempt to make a payment online at their web sight there is no option to do so. If i call in they ask for my Account number and they can never find the loan through this number that is shown on my site access. 

Their policy is to process payments made withing 2-3 businesses days which does not happen. At times it can be more than a week later. When i discuss these issues with the support they just deny it all and refuse to do anything or say it is the banks or my fault. 

Due to the above issues i have had many NSF payments and fees, plus late fees. When i can finally get a payment through I do my best to pay every cent I can. I will even put extra in the principle but they always split the payment on their statements into The regular payment and the Principle payment is the rejected. ( How do they have the right to only accept part of a payment when it was all available in the account ). 

In XXXX I came in to a sum of money so I paid XXXX dollars into the mortgage because they were showing me behind 2 months behind plus the current month due. After the payment I double and triple checked both online and by calling in to ensure the payment went through and everything was caught up and was told everything was good. 

XX/XX/XXXX payment posted fine XX/XX/XXXX payment posted fine. 

Now starting mid XX/XX/XXXX They send a severely delinquent notice out to me in the mail. I call and they are saying that the XXXX and XXXX payments are outstanding. I get bank statements like they asked to show they went through. They said if there were issues they would call back but they never did. 

I waited a week and looked back on my account but it still showed due for XXXX. When i called they said that it was now 3 moths behind because XXXX, XXXX, and XXXX. I explained it was not possible because XXXX everything was up to date and good. Their response was that my XX/XX/XXXX payment was returned in XXXX?!?! How is that make any sense? They stated that it was my bank that notified them of the return. So, I called the bank. They had no clue what i was talking about and even called back with me to explain there must be a mistake. The Mortgage company said they had no statement or letter they could show to prove the bank called and they have no notes in the system to show how they were notifies just kept insisting they were so its the banks fault. 

After this i called in several more times trying to discuss this with different people and supervisors. Almost every time I was told a supervisor was not available because of meetings or lunch or whatever it was that time. Also every time I called it was one of two ladies but they seemed lost and confused as if they had never seen my file before. It would take them forever to re-go through the same process of telling me the account is overdue and let me check why, but even if I would try to stop them or explain they do what they want anyway. I finally was able to speak to a supervisor one time but it was the same story of being on hold forever and yet a different reason and moth i was behind for. 

Each time I call and ask for paperwork to be sent it would never happen. Each time they would explain I was behind I would get a new reason and even a different amount that I was due. I have heard 3 months, 2 months, 1.5 months. 

I have faxed and Emailed several bank statements to the customer support section. 
They do not seem to read them let alone attempt to use them to resolve the issue because until I call a few days later they will finally go look for it to put with my file. 

At this point I have a very high interest rate, I cant refinance, My Credit report is reflecting delinquency and dropping, and I am getting physically sick from all the stress it is causing.

Company response to consumer: Closed with explanation