Consumer complaint received 2021-06-04 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: PLANET HOME LENDING, LLC
State: MD

Complaint narrative:
This complaint is about Planet Home Lending Mortgage Company. 

I received a delinquent tax notice from XXXX XXXX back in XX/XX/2021. I immediately forwarded it to Planet Home Lending via email. I received an automatic response and nothing further. I received a second and final notice from XXXX XXXX in XXXX of XXXX, in which I forwarded immediately to Planet Home Lending and followed up my email with a phone call. I spoke with their tax department and was told this matter would be escalated and handled with a deadline date of XX/XX/2021. I heard nothing further. I received a collections notice from XXXX XXXX in XXXX of XXXX. Again, I forward via email to Planet Home Lending and follow up with another call. When asking what happened to the XX/XX/XXXX deadline, I was told that my address was listed in their database under XXXX XXXX and not XXXX XXXX XXXX with no explanation as to why ). They told me they had to get their research team involved and would ( again ) escalate the situation and keep me posted. I asked to speak to a supervisor, and stressed that this needed to be handled immediately, as the letter stated my house would be listed in a tax sale end of XX/XX/2021 if the property taxes were not paid immediately. I also stated that I didnt want to be held responsible for any penalty or late fees on the property taxes due to their negligence in paying them from my escrow account ( in which there were funds available to pay ). I receive a call from the mortgage company again, but this was to discuss taxes that were due in XXXX, and not the outstanding taxes that were due in the beginning of the year. After a few more phone calls between Planet Home Lending tax department and myself, I was told that the situation now had a deadline of XXXX and the check would be cut and sent to the county. I called the county to keep them updated. After not hearing back from Planet Home Lending on XXXX, I called today XXXX XXXX XXXX for an update. I was told that the check was cut from my escrow account and mailed to the county. I requested this information in writing and asked that they send me an update via email so I could forward to Harford County. I received an email with an account summary. I called Planet Home Lending back and asked how the payment was sent, and reminded them XXXX as it was stated in the collections letter - in bold ) that the check needed to be mailed via certified mail and asked if they could provide the tracking number and an estimated delivery date so I could call the county again with an update. The woman I spoke with at Planet Home Lending said that the check SHOULD HAVE went out via certified mail and it SHOULD be there by XX/XX/XXXX. She did not provide me with tracking information and kept me on hold 30+ minutes trying to get ahold of a supervisor to confirm. She got back on the line to reassure me that the check was sent via certified mail. XXXX hours later, I receive a call from Planet Home Lending stating that the check was cut but still has not been mailed out. This company is negligent, unresponsive, and 100 % unprofessional. None of the departments within Planet Home Lending know what is going on, clearly did not read the invoices I sent, the notices, or the collections letter, as I had to constantly reiterate information. The agents in the tax department were not helpful, informative, nor did they read my notes ( that I was told were being entered to keep my account updated as there were multiple people involved ). I have spent countless hours on the phone back and forth with this company since XXXX, with no resolve. I should not ( even though I am ) be held responsible for this companys negligence. They have no problem processing my mortgage monthly and immediately removing that money from my bank account, but I have to follow up, again and again and again, to assure that my taxes get paid, to which I am still unsure if they will make the final ( LATE AND PAST DUE ) deadline. If the payment is not received by the deadline, I will either be responsible for paying out of pocket ( even though I've already paid this amount into my escrow account ), or my house will be listed in a property Tax Sale.

Company response to consumer: Closed with explanation