Consumer complaint received 2026-03-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: PLANET HOME LENDING, LLC
State: TX

Complaint narrative:
COMPANY : Planet Home Lending , LLC ISSUE : Mortgage servicing - Escrow account error + Bounced refund check LOAN ACCOUNT NUMBER : XXXX LOAN NUMBER : XXXX BORROWER : XXXX XXXX ===== COMPLAINT SUMMARY ===== Planet Home Lending has : 1. Incorrect escrow data showing I paid $ XXXX when I actually paid $ XXXX ( proven by XXXX months of statements ) 2. Created a false shortage of {$7500.00} when I actually have a SURPLUS of {$1200.00} 3. Issued me a refund check for {$6700.00}, then stopped payment causing it to bounce ( I never received the money ) 4. Is now demanding I " return '' the {$6700.00} that I never received 5. Is overcharging me $ XXXX ( $ XXXX ) based on completely false data 6. My payment should DECREASE from {$3500.00} to {$3400.00}, but they're charging me {$4200.00} 7. Has delayed resolution for 3+ months despite overwhelming documentary proof This involves RESPA violations, bad faith, improper escrow handling, and potential fraud. TOTAL FINANCIAL HARM : $ XXXX in overcharges based on false data ===== ISSUE # 1 : INCORRECT ESCROW DATA ===== * * Their False Records : * * - Monthly escrow payment XXXX : {$340.00} - Annual escrow collected XXXX : {$4000.00} - Created shortage of {$7500.00} * * The Truth ( Proven by Bank Statements ) : * * - Monthly escrow payment XXXX : {$790.00} - XX/XX/XXXX year-to-date escrow : {$10000.00} - XX/XX/XXXX escrow balance : {$9900.00} - ACTUAL STATUS : SURPLUS of {$1200.00} * * Their Error : * * - Off by $ XXXX - Off by $ XXXX - Turns a surplus into a false shortage * * Proof Provided to Company : * * - All 11 months of XXXX mortgage statements ( XXXX ) - Every single statement shows {$790.00} escrow payment - XX/XX/XXXX statement shows : * Monthly escrow : {$790.00} * Year-to-date escrow : {$10000.00} * XX/XX/XXXX escrow balance : {$9900.00} - This is IRREFUTABLE documentary evidence from their own records * * Company Response : * * - Acknowledged complaint XX/XX/XXXX ( Case # XXXX ) - XXXX months later : Still not corrected - Used procedural delays ( " 60 days needed '' ) - Claimed follow-up emails " restart '' investigation clock - No substantive action taken ===== ISSUE # 2 : I HAVE A SURPLUS, NOT A SHORTAGE ===== * * The Correct Calculation : * * * * STARTING BALANCE - XX/XX/XXXX : * * {$9900.00} ( proven by XX/XX/XXXX statement ) * * XX/XX/XXXX DISBURSEMENTS : * * - Property tax : {$7300.00} - Hazard insurance : {$1300.00} - PMI : {$84.00} - Total paid out : {$8700.00} * * ENDING BALANCE : * * {$9900.00} - {$8700.00} = * * {$1200.00} SURPLUS * * * * THEIR FALSE CALCULATION : * * - Based on wrong data ( $ XXXX collections ) - Shows shortage of {$7500.00} - Complete opposite of reality * * FINANCIAL IMPACT : * * * * What They're Charging : * * - Monthly payment : {$4200.00} - This includes shortage repayment of $ XXXX * * What I Should Pay ( with correct data + surplus ) : * * - Annual escrow needed : {$9700.00} XXXX = $ XXXX - Minus surplus credit : {$1200.00} XXXX = $ XXXX - Net escrow : $ XXXX - Plus P & I : {$2700.00} - * * Total : $ XXXX * * * * OVERCHARGE : * * - Current : {$4200.00} - Should be : {$3400.00} - * * Monthly overcharge : {$720.00} * * - * * Annual overcharge : {$8700.00} * * * * My previous payment was {$3500.00}. With correct data, it should DECREASE to {$3400.00}, not INCREASE to {$4200.00}. * * ===== ISSUE # 3 : BOUNCED REFUND CHECK ===== * * What Happened : * * * * XX/XX/XXXX : * * 1. Planet Home Lending issued me refund check for {$6700.00} 2. I received ONE physical check 3. Following their instructions, I deposited it on XX/XX/XXXX 4. XXXX XXXX gave provisional credit ( showed as pending ) 5. Planet Home Lending STOPPED PAYMENT on XX/XX/XXXX XXXX. Check BOUNCED on XX/XX/XXXX XXXX. XXXX XXXX reversed the {$6700.00} 8. I NEVER RECEIVED THE MONEY * * BANK STATEMENT PROOF : * * - XX/XX/XXXX : Deposited check for {$6700.00} - XX/XX/XXXX : " Deposited Item Retn Unpaid - Paper XXXX '' - {$6700.00} reversed - Net amount received : {$0.00} " Deposited Item Retn Unpaid '' is official banking language for BOUNCED CHECK. * * THEIR RECORDS ( from XX/XX/XXXX letter ) : * * - XX/XX/XXXX : Refund issued- {$6700.00} - XX/XX/XXXX : " Refund reissue '' - {$6700.00} - XX/XX/XXXX : Stop payment + {$6700.00} * * Clarification : * * There was NO second check. The XX/XX/XXXX entry was their system recording MY DEPOSIT of the first check. They stopped payment on XX/XX/XXXX, causing it to bounce on XX/XX/XXXX. * * XX/XX/XXXX - Their Letter : * * States : " You may return the surplus issued in XXXX to the escrow account to reduce the shortage '' * * PROBLEM : * * I can not " return '' money I never received because THEIR check bounced! * * Current Impact : * * - They want me to pay $ XXXX - If I could " return '' the bounced funds, payment would be $ XXXX - But with CORRECT data showing surplus, payment should be $ XXXX - I'm being overcharged $ XXXX because of their false data AND bounced check ===== COMPLETE TIMELINE ===== * * XX/XX/XXXX : * * - Received incorrect escrow analysis based on false data - Received refund check for {$6700.00} - Deposited check as instructed on XX/XX/XXXX - Check bounced on XX/XX/XXXX - Never received the money * * XX/XX/XXXX : * * - Sent detailed email with ALL XXXX months of XXXX mortgage statements ( XXXXXXXX ) - Every statement proves {$790.00} monthly escrow payment - Provided complete irrefutable documentation * * XX/XX/XXXX : * * - Received automated acknowledgment - Case # XXXX * * XX/XX/XXXX : * * - Sent follow-up email requesting status update * * WEEKLY FROM XXXX : * * - Called repeatedly for updates - Always told " still investigating '' - No substantive progress - Told to wait " 60 days '' for simple data verification - Told 60-day clock " restarted '' when I sent follow-up ( improper ) - Told might be 60 BUSINESS days ( not calendar days ) * * XX/XX/XXXX : * * - Received letter asking me to " return '' the bounced refund - Letter based on false data ( {$340.00} vs {$790.00} ) - Letter claims shortage when I have surplus - Offering {$3600.00} payment ( still wrong - should be {$3400.00} ) * * XX/XX/XXXX : * * - Responding with complete proof - Filing this CFPB complaint - XXXX MONTHS with no resolution despite clear proof ===== RESPA VIOLATIONS ===== Planet Home Lending is violating the Real Estate Settlement Procedures Act ( RESPA ) 12 CFR 1024.35 : * * XXXX. Failure to Properly Investigate : * * - Have had XXXX months of clear documentary proof since XX/XX/XXXX - Simple data verification should take hours, not months - No substantive investigation updates provided - Bad faith delay tactics * * 2. Unreasonable Timeline : * * - Using maximum 60-day response for simple data error - This is data verification : compare their records to my XXXX statements- Not complex investigation requiring XXXX days - Pattern of procedural delays * * 3. Improperly Manipulating Timelines : * * - Claiming follow-up email " restarted '' 60-day clock - No legal basis under RESPA for timeline restart XXXX Appears to be intentional delay tactic - Using technicalities to avoid fixing clear error * * 4. Bad Faith Conduct : * * - Issuing refund check then stopping payment after I deposited it - Refusing to correct obvious errors despite overwhelming proof - Using procedural games to delay resolution - Treating bounced check as if I received the money - Forcing payment of incorrect amount * * 5. Forcing Payment of Disputed Amount : * * - Telling me to pay {$4200.00} or use grace period and face late fees - Overcharging $ XXXX due to THEIR errors- Coercive conduct during active dispute - Potential credit damage if I don't overpay - RESPA protects against this exact behavior ===== FINANCIAL HARM IN DETAIL ===== * * Monthly Overcharge : * * - Current incorrect payment : {$4200.00} - Correct payment ( with surplus credit ) : {$3400.00} - * * Monthly overcharge : {$720.00} * * * * Annual Impact : * * - Overcharge : {$720.00} XXXX = * * $ XXXX * * * * If Continues for Multiple Years : * * - XXXX years : {$17000.00} - XXXX years : {$43000.00} - Over life of loan : potentially $ XXXX * * Additional Costs : * * - Time spent : 20+ hours over 3 months - Phone calls : Weekly since XXXX - Documentation gathering - Stress and uncertainty - Forced to file regulatory complaints - Potential attorney fees * * The Injustice : * * - My payment should DECREASE to {$3400.00} - Instead being charged {$4200.00} - That's an $ XXXX swing from what should happen - All due to THEIR false data ===== WHAT I'M REQUESTING FROM CFPB ===== * * IMMEDIATE INTERVENTION to force Planet Home Lending to : * * * * A. Correct Escrow Records : * * - Update system to show actual XXXX payments of $ XXXX - Confirm XX/XX/XXXX balance of {$9900.00} - Acknowledge year-to-date XXXX escrow : {$10000.00} - Provide written confirmation records are corrected * * B. Acknowledge Surplus : * * - Confirm ending XXXX balance : {$1200.00} surplus - Acknowledge I have surplus, not shortage - Explain how surplus will be applied * * C. Acknowledge Bounced Check : * * - Confirm refund check for {$6700.00} bounced - Acknowledge I never received these funds - Explain what happened to these funds - Confirm funds still with Planet Home Lending * * D. Adjust Payment Immediately : * * - Reduce payment to approximately {$3400.00} - Based on correct data + surplus credit - Effective XX/XX/XXXX - Backdate if I've overpaid * * E. Provide Corrected Escrow Analysis : * * - Based on actual payment data ( $ XXXX ) - Reflecting XX/XX/XXXX balance ( {$9900.00} ) - Showing surplus ( {$1200.00} ) - Proper XXXX projections - Clear explanation of calculations * * F. Refund Overcharges : * * - All amounts paid above correct payment amount- With interest - Full accounting provided * * G. Credit Protection : * * - Written guarantee no credit impact - No late payment reporting during dispute - Account maintained in good standing * * H. Written Explanation : * *- Why was data incorrect for 3+ months? - Why did check bounce after I deposited it? - Why has resolution taken so long with clear proof? - What investigation was needed for data verification? - What changes to prevent recurrence? * * INVESTIGATION OF : * * - RESPA violations and pattern of conduct - Bad faith and procedural delay tactics- Bounced check handling - Whether this affects other customers - Possible penalties/fines - Accountability measures ===== WHY CFPB INTERVENTION IS NECESSARY ===== * * I Have Provided : * * - XXXX months of mortgage statements ( proving {$790.00} payments ) - Bank statement proving bounced check - XXXX statement proving {$9900.00} balance - Detailed timeline and communications - Complete documentary proof - Multiple attempts to resolve * * Company Has Provided : * * - Delays and excuses - Procedural roadblocks - " 60 days needed '' for simple data check - No substantive resolution - Continued overcharges - Bad faith conduct * * This Is Clear-Cut : * * - Data error : PROVEN by XXXX statements showing {$790.00} - Bounced check : PROVEN by bank statement - Surplus : PROVEN by math ( {$9900.00} - {$8700.00} = {$1200.00} ) - Overcharge : PROVEN ( {$4200.00} vs correct {$3400.00} ) - Company refuses to fix despite overwhelming proof Planet Home Lending will not resolve this on their own despite irrefutable evidence. CFPB intervention is necessary to force immediate correction and protect me from continued financial harm. ===== SUPPORTING DOCUMENTATION ===== * * Uploaded with this complaint : * * * * XXXX. Mortgage Statements ( XXXX files ) : * * - XX/XX/XXXX through XX/XX/XXXX - Each shows monthly escrow payment of {$790.00} - XXXX shows year-to-date : {$10000.00} - XXXX shows XX/XX/XXXX balance : {$9900.00} * * 2. Bank Statement : * * - Shows deposit of {$6700.00} check on XX/XX/XXXX - Shows " Deposited Item Retn Unpaid '' on XX/XX/XXXX - Proves check bounced and I never received funds * * 3. Company Documents : * * - XX/XX/XXXX letter from Planet Home Lending - Shows their transaction history - Requests return of bounced funds - Based on false data * * 4. Correspondence : * * - XX/XX/XXXX email with documentation - XX/XX/XXXX follow-up - Case # XXXX acknowledgment - Phone call log ===== ADDITIONAL CONCERNS ===== * * Pattern of Poor Service : * * - Losing/claiming non-receipt of documentation - Automated responses with no human follow-up - Using delays instead of fixing errors - Gaming RESPA timelines- Dismissive attitude toward proof - Issuing bad checks - Keeping false data in system for months * * Potential Systemic Issues : * *- Is this happening to other borrowers? - How many others have false escrow data? - Pattern of bounced refund checks? - Systematic RESPA violations? * * Consumer Protection Concerns : * * - Forcing payment of incorrect amounts - Threatening credit damage during disputes - Bad faith handling of clear errors - Using procedural complexity to confuse borrowers ===== DESIRED OUTCOME ===== * * Immediate ( Within 7 Days ) : * * 1. Payment adjusted to {$3400.00} 2. Escrow records corrected 3. Surplus acknowledged and applied 4. Written confirmation of all corrections * * Short Term ( Within 30 Days ) : * * 1. Corrected escrow analysis provided 2. Refund of any overcharges paid 3. Credit protection guarantee 4. Written explanation of errors * * Long Term : * * 1. Investigation of RESPA violations 2. Accountability for bad faith conduct 3. Systemic review to prevent recurrence 4. Protection for other affected borrowers * * Financial Relief : * * - Correct payment : $ XXXX - Refund of overcharges if any paid - Reimbursement of costs incurred - Compensation for time and stress ===== COMPLAINT DETAILS ===== * * Date of Complaint : * * XX/XX/XXXX * * Complainant : * * XXXX XXXX XXXX XXXX Address : * * XXXX XXXX XXXX XXXX, XXXX, TX XXXX XXXX * Phone : * * ( XXXX ) XXXX * * Email : * * XXXX * * Company : * * Planet Home Lending , LLC * * Account Number : XXXX XXXX XXXX XXXX XXXX Loan Number : XXXX XXXX XXXX XXXX XXXX Case Number : XXXX XXXX XXXX XXXX XXXX Desired Resolution : * * - Immediate correction of escrow data - Payment reduced to {$3400.00} - Refund of overcharges - Credit protection - Investigation of RESPA violations XXXX Accountability * * Amount in Dispute : * * $ XXXX in overcharges ===== THE BOTTOM LINE ===== * * Simple Facts : * * * * DATA : * * They say $ XXXX Truth : $ XXXX Proof : XXXX statements * * STATUS : * * They say shortage Truth : surplus of {$1200.00} Proof : Math * * CHECK : * * They say return it Truth : It bounced Proof : Bank statement * * PAYMENT : * * They charge {$4200.00} Should be {$3400.00} Overcharge : $ XXXX * * This should take hours to fix, not months. I have irrefutable proof. They refuse to act. CFPB intervention is needed NOW. * * ===== END OF COMPLAINT =====

Company response to consumer: Closed with explanation