Consumer complaint received 2025-10-04 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: PLANET HOME LENDING, LLC
State: TX

Complaint narrative:
House payments started to fall behind at the end of XXXX while spouse and I were separated. Spouse had been in and out of home and in and out of XXXX XXXX XXXX I moved back into the house in XXXX while spouse went to another XXXX  and I started with a new job in XXXX. At that time I made arrangements with Planet lending to go into forbearance. After that one Planet offered a second forbearance which I accepted. At the end of that one Planet offered a partial but it needed final approval from the underwriters I kept in contact and in XXXX I called and Planet said that they sent the contract had been send out via XXXX XXXX  and was undeliverable but they didn't know why. No once contacted either of us. I live in a metropolitan area behind a XXXX XXXX that has a XXXX XXXX  store in it. I made several calls to see how we could get the paperwork and once agent suggested it could be emailed. I advised her that my spouse was XXXX XXXX XXXX so two sets were sent out. There was a limited day deadline. I noticed that the dates on the contract were from XXXX. I found a notary but the notary would only notarize the line I signed but only if I did something with the second line for my spouse the only thing on the short deadline and unable to reach Planet due to high call volumes the notary said that she would notarize it after I asked if I crossed through his signature line and initial it. I sent them in and called Planet and was informed it invalidated the papers. No solutions were offered on how to get two sets done in two different places. My spouse exited the program sooner that intended and rented a car and drove to my city and we signed notarized another set we printed. and sent it in in the time frame. I called Planet on the next business day to let them know the papers were sent in with their return XXXX XXXX label and gave a tracking number. I called Planet as advised and more and each time was told it was being reviewed and sometimes that the papers were not received. Around XX/XX/XXXX or so I called Planet and was told that the papers had been declined and that a foreclosure had already been sent with no contact to either of us. The letter ended up being a demand of payment in full with a date of XX/XX/XXXX starting escalated foreclosure. I asked them what to do and no one could tell me so I ended up speaking with the hud housing counselor who told me to contact FHA to file a complaint and other resources and FHA took the complaint and said to file an appeal with Planet. I called Planet and had to be aggressive with them to get a supervisor who said she would look into it and call back the next morning at XXXX XXXX. Neither me nor my husband had any missed calls or messaged and we called back the supervisor said she had called on a recorded line. But from what I gather no new information had been found on the case. We stayed on the phone together and I filed a emailed appeal to which she verified she received. I have called since then but speaking to agents no new updates. Yesterday and today I called to let them know my spouse had obtained employment another agent today started with a lot of questions and towards the end she stated we were about to submit a new request for a loan modification. I asked her to stop since this was not how it had worked in the past and I am still waiting to see if the original offer will be upheld. Agent reached out to three different sources to see if she could proceed until another supervisor said to wait until the supervisor who took the appeal could be contacted.

Company response to consumer: Closed with explanation