Consumer complaint received 2026-04-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: PLANET HOME LENDING, LLC
State: MS

Complaint narrative:
Summary of Issue : Planet Home Lending mailed me a XXXX packet dated XX/XX/XXXX that was not included in their CFPB response. This packet contains contradictory arrearage figures, conflicting delinquency dates, references to another servicer, and requests for me to identify payments they should already have records for. These documents directly contradict verified XXXX XXXX XXXX trustee records. Because this is a VAbacked mortgage, Planets errors violate VA servicing requirements and have caused significant financial, emotional, and reputational harm. -- - 1. Incomplete and misleading CFPB response Planet submitted a response to my prior complaint but withheld a XXXX packet dated XX/XX/XXXX. This packet contains information directly related to the issues raised, including : XXXX different prepetition arrearage amounts Conflicting contractual due dates A narrative referencing XXXX, not Planet Statements asking me to advise which payments were made, showing incomplete internal records Planet provided XXXX version of events to the CFPB and a different version to me. This makes their CFPB response incomplete, inaccurate, and misleading. -- - 2. Conflicts with verified trustee records ( XXXX XXXX XXXX ) The XXXX XXXX XXXX records show : Trustee payments continued through XXXX, XXXX, and XXXX Planet accepted these payments Planet amended its claim in XX/XX/XXXX The trustee disbursed funds Planet did not reconcile in their packet Planets XX/XX/XXXX packet claims that how the funds were applied is no longer relevant, which contradicts federal servicing rules and the trustees verified payment history. This has caused direct harm through false delinquency and inaccurate credit reporting. -- - 3. Failure to maintain accurate payment history Planets packet asks me to identify which payments were made. A servicer is legally required to maintain : A complete payment history A complete bankruptcy ledger Accurate application of trustee funds Planets inability to do so has caused : Misapplied payments False delinquency Repeated disputes Ongoing instability -- - 4. Improper credit reporting and refusal to correct known inaccuracies Planet acknowledges the loan is in dispute but refuses to correct prior derogatory reporting until the CFPB makes a determination. This is not compliant with FCRA 623. This has caused : Damage to my credit Loss of financial opportunities Reputational harm Emotional distress -- - 5. VAbacked loan servicing violations This is a VAbacked mortgage, which carries federal servicing requirements. Planet is required to follow VA guidelines for : Accurate payment application Proper bankruptcy reconciliation Correct delinquency reporting Protection of borrowers from servicercaused delinquency Maintaining accurate records Providing clear, consistent communication Planets XX/XX/XXXX packet violates these requirements. Their errors deprived me of the protections guaranteed under federal VA rules and increased the harm I suffered. -- - 6. Misuse of legal disclaimers and judicial references Planets packet references a judge by name in a private correspondence and includes bankruptcy/SCRA disclaimers in a way that is intimidating and misleading. This contributes to emotional harm and confusion. -- - 7. Harm suffered Planets actions have caused significant, ongoing harm, including : Financial Harm False delinquency Misapplied trustee payments Inaccurate arrearage calculations Time and cost spent correcting errors Reputational Harm Negative credit reporting Damage to creditworthiness Difficulty accessing financial products Emotional Harm Stress and anxiety Fear of foreclosure due to inaccurate delinquency Ongoing distress from repeated errors Procedural Harm Incomplete CFPB response Withholding relevant documents Contradictory narratives Failure to maintain accurate records Violations of VA servicing requirements

Company response to consumer: Closed with explanation