Consumer complaint received 2025-03-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: PLANET HOME LENDING, LLC
State: OH

Complaint narrative:
I have submitted an application for a partial release of my primary mortgage, following the instructions given to me by the mortgage servicer ( Planet Home Lending ). This process has take over 5 months and apparently there is still information that XXXX is needing from me but Planet Home Lending has not communicated those questions to me for 26 days.

Below is a summary and details of the process thus far : # Summary - Application Submission to Appraisal Request - 28 days - 3 attempts to get customer service to accept the payment - Appraisal Request to Appraisal Acceptance - total - 87 days ( 2+ months ) - 37 days - XXXX review, appraisal request, payment - 31 days - 1st appraiser did not show up after 4 reschedulings - 19 days - 2nd appraiser did appraisal, waited 8 days for clarifications from Planet Home Lending, then finished appraisal and submitted it - Appraisal Acceptance to Final Approval - 34 days and counting - customer service stated that this would take 7-10 business days - including 4 decision due dates that were missed - including up to 26 days where XXXX questions for me were never communicated to me- and still have not been # Timeline - XX/XX/XXXX - Postmark on packet of instructions recieved - XX/XX/XXXX - Filled out application and emailed it to Planet Lending - XX/XX/XXXX - emailed to ask for confirmation that application was received - XX/XX/XXXX - ( XXXX ) received response that the documents were received and contained what was needed and to contact the customer service department to pay the {$250.00} processing fee. 
- XX/XX/XXXX - contacted customer service to pay fee- but they were unaware of what a partial release was. Emailed opspartialrelease again to ask for better steps - XX/XX/XXXX - ( XXXX ) - email response giving me the exact words to use with customer service - XX/XX/XXXX - successfully made payment with customer service ( conf # XXXX ) and emailed XXXX to let them know and ask for next steps. 
- XX/XX/XXXX ( XXXX ) received email reply saying they would start the appraisal request process - XX/XX/XXXX ( XXXX ) received email saying the request had been submitted to XXXX XXXX  team for review / approval. 
- XX/XX/XXXX - send email asking if XXXX team had finished their review - XX/XX/XXXX - ( XXXX ) - received email saying XXXX is requiring an appraisal and that the fee would be {$750.00} - XX/XX/XXXX - paid appraisal fee ( conf # XXXX ) - sent email advising it was paid and asking how much longer the rest of the process would be - XX/XX/XXXX - ( XXXX ) recieved email saying the appraiser would reach out to schedule and the response time was 15-30 days for review and approval. 
- XX/XX/XXXX - ( XXXX ) Appraisal was scheduled - but had to be rescheduled because appraiser 's car broke down - XX/XX/XXXX - Appraisal rescheduled - appraiser did not show up - did not respond to calls or messages - XX/XX/XXXX - ( XXXX ) received email asking if the XXXXppraiser had contacted me yet - I advised him about the repeated rescheduling - XX/XX/XXXX - Appraisal was rescheduled ( when appraiser finally responded ) - appraiser did not show up - XX/XX/XXXX - sent email to Planet Home lending asking if different appraiser could be assigned since this appraiser has missed several scheduled dates and was not responding - XX/XX/XXXX - Appraiser finally responded with another appraisal date - XX/XX/XXXX - Appraisal was rescheduled - appraiser did not show up - and said the lender had canceled the appraisal request. 
- XX/XX/XXXX - contacted Planet customer service to ask what happened to the appraisal request - customer service was unable to determine what had happened. I then emailed opspartialrelease and asked if they could contact me. 
- XX/XX/XXXX - opspartialrelease did call back and informed me that they had sent the appraisal request to a different appraisal agency - XX/XX/XXXX ( XXXX ) - received email giving me the name of the new appraiser that had been assigned. 
- XX/XX/XXXX - new apprasiser scheduled appraisal - XX/XX/XXXX Appraiser performed the appraisal. Had a few questions for the lender he wanted to followup on. 
- XX/XX/XXXX Appraiser said he was still waiting for the clarification from the lender. 
- XX/XX/XXXX called Planet Customer service to ask if the clarifications could be answered - XX/XX/XXXX ( XXXX ) - received email saying that additional details had been given to the appraiser - XX/XX/XXXX Appraiser informed me that the appraisal had been sent to the lender - XX/XX/XXXX ( XXXX XXXX received email confirming the appraisal had been uploaded and a package would be submitted to the investor - XX/XX/XXXX ( XXXX ) received email saying XXXX was requesting a legal description of the property to be retained. 
- XX/XX/XXXX sent email with the legal description - XX/XX/XXXX sent email asking for confirmation and any updates - XX/XX/XXXX sent email asking for confirmation and any updates - XX/XX/XXXX called Planet customer service- the told me the due date for a decision was XX/XX/XXXX - XX/XX/XXXX called Planet customer service- the told me the due date for a decision was XX/XX/XXXX - XX/XX/XXXX called Planet customer service- the told me the due date for a decision was XXXX - XX/XX/XXXX called Planet customer service- the told me the due date for a decision was XXXX - XX/XX/XXXX emailed opspartial release complaining about the repeated missed dates and stating I would be filing a complaint - XX/XX/XXXX ( XXXX XXXX received email saying XXXX was no longer with Planet - and saying the XXXX was asking for changes in some of the language, additional survey information, and that she would be confirming whether an approval would be required due to the loan-to-value. And saying she would get back to me with the details.

- 6 days later - still no response

Company response to consumer: Closed with explanation