Consumer complaint received 2020-07-06 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: PLANET HOME LENDING, LLC
State: FL

Complaint narrative:
Communication with Planet Home Lending has been all but impossible. Combined with constant over-charging on escrow and now recently with them assigning an additional insurance policy to my account and attempting to charge an additional {$1100.00} I don't really know what to do. It appears to be in retaliation for removing Escrow from my account since they couldn't get the amount correct. 

I have listed issues and communication with Planet Home Lending. After the first few attempts to contact via phone I was provided conflicting information and sometimes put on hold for hours so I've since moved to email communication to track for my records. Most of these emails go unanswered. 

XX/XX/XXXX - Planet Home Lending paid XXXX rear taxes ( previous owner ) via. My escrow account was being charged an additional {$1900.00} for back taxes on the property. This amount was supposedly paid during closing by the seller so I had to get a check from the title company. This started the issue with the inbalance on the escrow account. 

Planet Home Lending didn't inform me of this until the Escrow Analysis the following year. 

XXXX, XXXX - I sought out new homeowners insurance and was informed I would need an additional policy for the mother-in-law suite in the back yard. This increased escrow by {$890.00} annually. 

XX/XX/XXXX - The new escrow analysis included the back taxes that were paid on XX/XX/XXXX increasing escrow payments by {$290.00} ( 119 % increase ). Now that I was aware of the issue I tracked down my title company for a check to make up for the balance but by the time I got the check I decided to just pay the new escrow amount instead of paying down the shortage. 

XX/XX/XXXX - My insurance company contacted me and said they made a mistake. I didn't need two policies. I made a payment of {$750.00} to escrow and informed Planet Home Lending via phone that I had one new policy that covered the entire property - at which time I requested a new analysis. 

XX/XX/XXXX - The new escrow analysis decreased my escrow payments by {$50.00}. 

XX/XX/XXXX - Auto-draft payments were suddenly stopped and as a result my payment was overdue. I've never had an overdue payment in my life so I was concerned and asked for an explanation ( via email ) as well as a request to have my credit score not be impacted. This was never answered. 

XX/XX/XXXX - After having no luck via phone I emailed the customer support address, XXXX about having paid back the shortage from the taxes and noticed that they were still charging me for a second insurance policy calling it " wind insurance. '' I did not receive a reply to this email. 

XX/XX/XXXX - My escrow was recalculated and actually increased - the " wind insurance '' was not removed. At this point I'm beginning to feel like it's not gross incompetence, but rather malice that is causing these problems. The lack of communication doesn't help. 

XX/XX/XXXX - I checked my escrow and noticed the above issue, emailed Planet Home Lending about the additional insurance policy and again received no response. 

XX/XX/XXXX - I sent a pretty blunt email to Planet Home Lending about no communication or replies to emails and did a basic calculation of escrow payments based on were collecting and what was owed. This is what sent : Current escrow payments : {$450.00} ( 12 ) = {$5400.00} annually Current Annual expected escrow cost based on last year 's taxes and insurance : Insurance {$1000.00} Taxes {$2400.00} Total {$3400.00} Over-payment : {$1900.00} ( I did not receive a reply to this email ) XX/XX/XXXX - I received a call from XXXX with the escrow department. She was trying to calculate on the fly and explained about the 2 month buffer that's necessary but I retorted that it still wouldn't explain the large overage. XXXX was friendly and seemed concerned about my issue - I though this would be the end of it. 

XX/XX/XXXX - XXXX called back and explained that she still wouldn't be able to reduce my escrow payments by much so I requested to remove escrow - XXXX instructed me to request via writing and send it to the main customer support email address. 

XX/XX/XXXX - I emailed XXXX and requested a removal of escrow. I included a signed letter as instructed as well. I also mailed a hard-copy to the corporate headquarters and CC 'd my attorney. 

XX/XX/XXXX - I received a reply requesting that I include the signed letter ( that I already sent ) - I simply replied via email with the signed letter again attached. I did not receive a reply to this email. 

XX/XX/XXXX - I received a letter in the mail from Planet Home Lending telling me that didn't have a copy of my insurance on file and they would be adding one for me at additional cost. At this point I take this as an intimidation tactic since I know they have one on file and confirm with my insurance company. They still have not removed the charge for an additional policy that I didn't have - so now I'll be paying for 3 policies and my assumptions is they think I will go into default and lose my house. 

I visited the link at XXXX and submitted my proof of insurance that was current and received a receipt via email. 

XX/XX/XXXX - I sent a follow-up email since the escrow removal is supposed to take a month and I still had no communication they received my original official request. I was informed the process was complete and to check the mail. 

XX/XX/XXXX - I received a letter in the mail explaining that they have not received my proof of insurance, even though I have a receipt that they got it on XX/XX/XXXX and now I have to pay for an additional insurance policy of {$1100.00} that doesn't even cover the replacement cost of the main house. 

This is a clear pattern of intimidation in an attempt to force a default on my mortgage. I don't know what else to do at this point since I can't afford to sue and I don't have any extra money to pay this new trumped up charge. I've tried to communicate and at every turn I'm either ignored or hit with some new problem in response to my inquiries. Planet Home Lending has put me in a position of choosing between losing my rental property I saved my whole life for - or pay their fees and they should no longer be in the financial business.

Company response to consumer: Closed with explanation