Consumer complaint received 2025-04-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: PLANET HOME LENDING, LLC
State: TX

Complaint narrative:
on XX/XX/XXXXXXXX  I've requested forbearance due to the declared disaster XXXX that happened in XXXX Texas . On XXXX, it was approved over the phone and my mortgage put a hold for 3 months from XX/XX/XXXX XX/XX/XXXX. Release of forbearance to be XX/XX/XXXX. However, when I made a call on XXXX to make a payment it was not honored and all I paid was the escrows, from XX/XX/XXXX XX/XX/XXXX I have called every month to make a payment, I have paid 100 % of my escrows in XXXX and two full payments of mortgage. On XX/XX/XXXX, when I called CSR said I needed to complete the hardship documents, informed him I never received it and I did open the portal and called to request in which it was approved. He said to reinstate I needed that to be completed. He said he will send a copy by mail. Letter was sent to me on XXXX XX/XX/XXXX, considering this is the month I supposed to pay moving forward but did not accept. On XXXX XX/XX/XXXX CSR did not accept my payment stating it was delinquent. On XX/XX/XXXX it was reported to my credit bureau as 120 days late. On XX/XX/XXXX I requested to supervisor, s/w XXXX he stated because I did not send the hardship paperwork the investors sent the force delinquent and unless I pay the 3 months forbearance in additional the current months totaling amount of XXXX, they can proceed with foreclose. I feel this action was to force me to default on my loan. As I explained, the reason for the forbearance is due to the declared disaster to help homeowners not affect them financially. The purpose of the request is because I needed a relief for those 3 months, should I have known the investors expected full payment of the 3 months and current I would have not requested such nightmare. He stated I need to pay to get reinstated and refuse to remove the late reporting to my credit bureau. He also stated a letter was sent out to me dated on XX/XX/XXXX explaining the forbearance. In which I NEVER received. I informed him I only needed the 3 months that was approved to be reconsider and put on the end of the mortgage and I was able to pay on the XXXX month and moving forward. I have called every month since XX/XX/XXXX to make a payment, but it was refused therefore, I only paid the escrows. That would only leave the interest and principal from XXXX XXXX to be put at the end of my mortgage. I also explained I have paid 2 months, XXXX and XXXX payment in full. He stated I still will need to pay from XXXX XXXX in full regardless that I paid the escrows in XXXX and the two payments. I explained is like PAYING DOUBLE from XXXX till present and the forbearance months. He said he couldnt do anything until the hardship decision comes back OR I pay the FULL payments from XXXX till present to get reinstated. I told him it needs to review and only pay what is REALLY owe due to escrows has been paid up to date, he said that is their policy if I dont want my home to foreclose. On XX/XX/XXXX I have followed up on the hardship processing for the forbearance to be accepted and put back at the end of the mortgage, I was told by CSR a decision was made on XX/XX/XXXX and was not eligible due to my income. I told her I DID NOT receive such letter. Informed rep I have image of every mail that comes thru via email and no mail has been scanned to show is in route. She stated she will request another copy. Again, I told her will pay half of what is owe today and in 30 days the other half. She stated they can NOT ACCEPT PARTIAL PAYMENT. It must be in full. I received the determination dated XX/XX/XXXX on XX/XX/XXXX. According to the letter, I have until XX/XX/XXXX to appeal however, the letter was received 2 days after the appeal date to be consider. Planet Home Lending is conducting business in bad faith with very minimal communication with consumers like myself. Lenders have an obligation to act in good faith and treat borrowers fairly and this action is unfair to forced me into foreclosure when I have indeed called every month since XXXX to make payments. They expect for me to make full payment on months I have already paid the escrows and two months during this process. They are NOT considering those payments but rather is expecting double payments already made. They also reported late payment in XXXX XXXX XXXX to credit bureau when they refuse to accept payment when called in XXXX & XXXX. They are reporting without any advance notification other than the regular statements and one force delinquent letter. It has been a true nightmare dealing with Planet Home Lending. They are the worst in customer service and working with their borrowers. It is unfair what this mortgage is doing and affecting my credit and livelihood by not accepting my payments since I called in XXXX.

Company response to consumer: Closed with explanation