Consumer complaint received 2025-07-21 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: PLANET HOME LENDING, LLC
State: FL

Complaint narrative:
Bilateral contract signed XX/XX/year>, loan application completed XX/XX/year>, all requested documents uploaded to the Planet Home Lending Portal on XX/XX/year>. XX/XX/XXXX I was informed both of our applications were merged together and moving forward with application process from XXXX with XXXX XXXX. XX/XX/XXXX I received an email from XXXX XXXX XXXX with a list of XXXX tasks to complete and upload to their portal. All tasks were completed by XX/XX/year>. XX/XX/XXXX I received pre-disclosure documents from XXXX XXXX XXXX, Planet Home Lending, XXXX, Phone : XXXX. 

XX/XX/XXXX I received an email from XXXXXXXX XXXX XXXX XXXXXXXX, Processor - Planet Home Lending, XXXX XXXX XXXX XXXX ) XXXXXXXX XXXX XXXXXXXX, XXXX : ( XXXX ) XXXX, XXXX : XXXX. 

This was her email " Good Morning, I just wanted to reach out and introduce myself as I will be the Processor handling your assumption loan. Here is a quick status update along with the next steps : I will be reviewing your loan documentation over the next few days to ensure we have everything needed for Underwriting to make a credit decision. I will add tasks to your loan portal and you will receive an email notification for any items I note we are missing for Underwriting ( if applicable ). 
Once I confirm all pertinent documents are on file, our QA team will review and submit the loan to Underwriting if all looks good. 
The Underwriter will then review the loan and let us know if there is anything further needed for them to issue approval and the clear to close. If further documentation is requested, I will notify you and work with you to gather the final items. 
Once we have all sufficient documentation required, the Underwriter will issue the Clear to Close and we will send out your initial Closing Disclosure ( with a break down of your estimated closing costs ) to you for e-signature. 
I will reach out to you and the Sellers as soon as we are Clear to Close and we will work with all parties to coordinate and schedule the closing date.

Please keep in mind, the assumption process can take around 6-8 weeks once we receive your intent to proceed ; however, our current turn-times are longer than expected due to capacity, but we will do our best to get this wrapped up for you as quickly as possible. I will keep you all informed once the loan progresses, but feel free to reach out to me if you have any questions or concerns throughout the process. 

Thanks & I look forward to working with you! 
Sincerely, XXXXXXXX XXXX XXXX XXXXXXXX '' XX/XX/year> : This morning I reached out again for an answer on our approval, and this is what she said. 



From : XXXX To : XXXX XXXX XXXX : XXXX XXXX, XXXX XXXX Mon, XX/XX/XXXX at XXXX XXXX  Good morning, I just completed a call with my manager and discussed your loan file. I requested that he reach out to the underwriting team to get a status update since I was not getting any updates to my emails. He said he would talk with them today. 

Sincerely, XXXXXXXX XXXX XXXX XXXX XXXXXXXX someone please help us and educate us on our rights to a timely mortgage loan approval time, thank you. 

XXXX XXXX XXXX

Company response to consumer: Closed with explanation