Consumer complaint received 2021-09-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: PLANET HOME LENDING, LLC
State: FL

Complaint narrative:
Our Mortgage was sold by Plant Home Lending to XXXX XXXX and we were notified that the transfer of the loan would be effective as of XX/XX/XXXX. Since I had my payment scheduled to be paid to Planet Home Lending on XX/XX/XXXX and the letter from the new Lender/Servicer indicated all payments made to the previous lender will automatically be transferred I did not think anything would be an issue since our loan was previously sold with no issue and other mortgages in the past also never had any issues. 
Today is the XXXX of XXXX, XXXX and Planet Home still had not drafted the scheduled payment for the XXXX of XXXX so I called the new lender ( XXXX XXXX ) to make sure we will not have any issues with late fees since the money was not drafted yet. I was advised on the phone that if we did not make payment by the XXXX and the money was not drafted by the other lender that we would accrue late fees after the XXXX. ( Even though the letter seems to indicate there are no late fees for the first 60 days ). 
I then called our previous lender Planet Home Lending to inquire about the status of the payment draft since I have a confirmation advising the money will be drafted ( confirmation provided as attachment to this complaint ) but it doesn't seem to have been drawn yet. While I was on the phone with Planet Home Lending 's customer support I explained the situation and was advised that since the money had not been drafted it 'probably ' would not be drafted and to issue the payment to the new lender instead. I told the rep that I have no problem doing that as long as they could provide a written confirmation that the scheduled draft for the XXXX of XXXX would not be executed and/or canceled so my account would not be hit with the draft after I issue the payment to the new lender before the XXXX to avoid late fees. Planet Home Lending then advised me that the confirmation that the draft would not be executed was the fact that my account had not been drawn upon yet and that they can not provide anything in writing confirming that the scheduled payment will not be drafted. When I asked to be transferred to a supervisor or manager I was told that they are very busy and that they would just tell me the same thing. Even after insisting to talk to a supervisor the Rep would not transfer me. At this point being frustrated I started getting louder and said that if she can not provide me with a written confirmation I want to talk to a supervisor. She told me to hold but instead of me being transferred I was hung up on. 
With me not having enough money in my account to cover two mortgage payments this month the only option I have at this time is to put a Stop Payment on Planet Home Lending so they can not execute any future drafts which of course would cost me {$30.00}. 
All this just because I wanted a written confirmation that at this time Planet Home Lending will not provide. Obviously, I want to make sure that the company has to address this more than lacking customer service and the fact that a lending company would not be able to issue a written confirmation for a simple draft cancelation so I am protected in case they do end up drafting the payment anyway. This unprofessional handling of this very simple situation with me being pro active contacting both lender 10 days after the loan transfer in my opinion is unacceptable. I hope that the company will have to address this so it won't be an issue for anyone else going forward. The transfer of the mortgage is confusing enough and to be honest if a lending company can not issue such a simple written notice I wonder if they are qualified to be in the financial business. Thank you for your time addressing this issue with the lender. Also, unfortunately I did not catch the name of the Customer Rep with Planet Home and honestly didn't ask for it again because I never thought that a simple request for a cancelation in writing would escalate to this. needless to say I did not have a chance to ask her again since she hung up on me.

Company response to consumer: Closed with explanation