Consumer complaint received 2025-01-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: PLANET HOME LENDING, LLC
State: TX

Complaint narrative:
I purchased a home in XXXX and my loan was sold to planet home lending. I had originally set my loan on auto draft and had issues from the start. When I set up auto draft for the XXXX of the month ( XXXX, ) they pulled it early and I didn't get paid until the XXXX. SO when they went to draft my accounts it had insufficient funds and I was charged by my bank. I went onto the online website and mad a manual payment for the auto draft amount that bounced plus extra on escrow. When I did that they continued to attempt the auto draft XXXX more times AND attempt the manual payment. I contacted customer service to understand what was going on and they explained to me that their system attempts 3 times before it stops and then they charge me a returned check fee. They would not waive the fee, along with telling me that I should contact my bank for the issue. I contacted my bank and their record of attempts did not match what the customer service rep from planted had told me. The payment that planted marked as applied was not the payment my bank was showing accepted. 

Their payment portal states that a long as you make a payment before XXXX est it will post same day. That is not the case or the above issue would not have happened ( bank statements given for proof and to planet home lending when finally requested on the XXXX issue this month. 

The issue I had this month was the final straw. With no assistance on the first issue and my XXXX months payment not coming out on the day I paid it either. We get to this month. I paid XXXX 's bill on XX/XX/XXXX to ENSURE payment was XXXX by the first with sufficient funds in the account. I deleted the secondary payment account that was causing issues so there could be no mistake ... .WRONG! I paid on the XXXX, received my email stating payment received, and waited. Waited, waited, and waited until FINALLY on XX/XX/XXXX. they post on my online portal that the payment was returned and I am now XXXX  days past due on the XXXX. I look in my bank account that the money was supposed to come out on and still see sufficient funds in the account. I call customer service and am finally given a representative who is compassionate and does care but can't help with her hands tied behind her back by the companies restrictions. She informed me that on " her side '' it said payment returned for insufficient funds and now a charge of XXXX $ is added to my account ( AGAIN. ) I asked how I can have a charge when there was never an attempt to even charge the funds LET ALONE on the same say as their small print states. After speaking to the lady she was able to escalate it to operations and they informed her the payment was tried on the XXXX or XXXX but because of the Holidays that's why it doesn't show until now. They told me to contact my bank which I will not do again when there is not even a transaction record for the payment. I sent in record of my statement upon her request for proof to remove the XXXX $ fee but was advised I should make the payment as it is still owed. 

I have since done more investigating and found that they attempted to draft payment from my DELETED account. ON the XXXX of XXXX. Not the XXXX. Not the XXXX. Not the XXXX. 

At what point is a customer allowed truthfully expectations and clear instructions to be able to abide by. I am a person who has always paid their bills on time and takes pride in being able to do so. This is by far the XXXX lending provider I have ever dealt with for any sum of money. I am in tears every month on if I did it to their standards not and each month the expectations change and there is little to no assistance to even play their game. I can't switch loan holders or it just has the chance to get sold right back to them. I am at a loss for where to go or how to get help. I feel trapped and help XXXX financially by a company I did not choose to give my money to. 


I want to be able to pay my loan on the date it is due or a date beef it is due and the payment be drafted AS THEIR THING STATES, on the same day. I make sure to submit payment before noon XXXX to have these expectations.

Company response to consumer: Closed with explanation