Consumer complaint received 2025-08-22 00:00:00
Product: Mortgage — USDA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: PLANET HOME LENDING, LLC
State: OH

Complaint narrative:
To Whom It May Concern : I am writing to file a formal complaint against Planet Home Lending , LLC, the current servicer of my USDA XXXX XXXXXXXX XXXX XXXX. My experience with Planet Home Lending during the loss mitigation process has been plagued by mismanagement, lack of communication, and inconsistent information, which has now placed me at risk of being considered XXXX months delinquent despite my diligent efforts to comply with every requirement. 

On XX/XX/XXXX, I entered loss mitigation with XXXX XXXX. On XX/XX/XXXX, I was notified that servicing of my loan was being transferred to Planet Home Lending. I made all required trial payments through XX/XX/XXXX. From that point forward, I sought clarification from Planet Home Lending regarding the next steps. 

I sent an email on XX/XX/XXXX, and again on XX/XX/XXXX, asking for confirmation of whether a payment was required. Neither email was answered. I called multiple times over the following months : in XXXX ( when I was told by XXXX that my file was on her desk but not yet processed, and that I could wait until I received a new letter ), on XX/XX/XXXX, on XX/XX/XXXX, and on XX/XX/XXXX. Each time, I asked if I needed to make a payment, and each time I was told only to hold or that there was no due date in the system. 

On XX/XX/XXXX, I finally received the loss mitigation paperwork. Critically, the cover page contained a line stating The first modified payment is due on XXXX, but the line was left blank. Nowhere in the paperwork was a due date provided. I called the same day, XX/XX/XXXX, and the representative confirmed there was no due date in their system either. I was assured that once I signed, notarized, and returned the paperwork, I would be contacted with details about the finalized agreement. 

On XX/XX/XXXX, I called again. The agent could not confirm a due date and said he was waiting on XXXX to respond. He promised me a callback, which came on XX/XX/XXXX, but I was unreachable due to travel. On XX/XX/XXXX, I called again and for the very first time was told that my modified payments had supposedly been due starting XX/XX/XXXX. 

At no time prior to XX/XX/XXXX was I ever informed of a XX/XX/XXXX start date. The paperwork I was sent contained no such date. Your representatives repeatedly confirmed they had no date in the system. I was instructed by staff not to pay until I received the finalized letter. Despite months of documented effort on my part, I am now being told I am XXXX months behind through no fault of my own. 

I have attached copies of : The mitigation paperwork showing the blank payment start date, My call logs and notes, PDFs of my XX/XX/XXXX and XX/XX/XXXX emails that went unanswered. 

This situation has caused unnecessary stress and financial harm. I have acted in good faith at every step, while Planet Home Lending has failed to provide clear or timely communication, leaving me in a position of being retroactively delinquent. 

I am requesting that your office investigate Planet Home Lendings handling of this matter. Specifically, I am asking that they be required to : Correct the record and establish XX/XX/XXXX, as the first modified payment date. 

Ensure no delinquency is reported to credit bureaus for the months of XXXX and XX/XX/XXXX. 

Implement corrective measures so that other borrowers are not subjected to the same lack of transparency and unfair treatment. 

Planet Home Lendings conduct demonstrates serious issues in their servicing practices. I respectfully request your offices immediate review and assistance in resolving this matter fairly. 

Thank you for your time and attention.

Company response to consumer: Closed with explanation