Consumer complaint received 2023-10-03 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: PLANET HOME LENDING, LLC
State: AR

Complaint narrative:
I have been dealing with issues since this company bought our loan. I am a 100 % service connected XXXX veteran that is tax exempt. When we purchased this house we were not aware it was XXXX parcels. My house sits in the county, my shop is in the city. After months of phone calls, drives down the XXXX XXXX recorders office, hours of unpaid time off to get this situation handled I had to contact the CFPB in XXXX to get the issue, what we thought resolved. On parcel XXXX the taxes were finally made exempt. The other parcel could not be exempt until we got them merged. The parcels are XXXX and XXXX. XXXX XXXX was able to merge the two together, the only one existing now is XXXX. About 5 weeks ago I called planet home lending and requested the taxes to be fully exempt as the parcels are now combined. I was told to wait 7 days and the update would be made. On XXXX I called to check and discovered that the taxes are still on the account and not only do I have XXXX parcels but I have 3 now. The parcel the lady from the tax department provided me is XXXX and stayed this is what the county sent them. I called the county to see what is going on as we are now aware of this parcel nor do I own any other property. What i told the agent from planet was that this is clearly a typo because it has an extra zero. She said that couldnt be. Upon searching the parcel number it belongs to another individual. 

How can you guys charge me for someone elses taxes? The names are not even similiar. 

My simple request is to remove the parcel that is not mine off of my record, and to remove the {$460.00} in taxes as Ive already provided proof that the parcels of mine have been merged, and Ive also provided a copy of the exemption letter several times. 


My second issue is XXXX decided after verifying with my Insurance company to send a payment over of {$2600.00} after confirming it was already paid and cashed on XX/XX/28. On XX/XX/XXXX I changed my deductible on my insurance and paid the insurance company {$560.00} to avoid any further issues with my payment changing. 

Im now being notified that my payment is increasing again because the {$460.00} taxes, whatever amount for the XXXX parcel that isnt mine, and now for a shortage of insurance funds. 

Im not in disagreement that my premium is {$3300.00}. What Im in disagreement with is the shortage is {$780.00}. The {$2600.00} was paid on XX/XX/28. I received a refund back of the double payment of {$2600.00} and applied it to the escrow balance which was paid around XX/XX/XXXX. Additionally, I paid on XX/XX/XXXX {$560.00}. Therefore, of the {$3300.00} I paid {$3100.00}, and the shortage is {$220.00}. Not {$780.00}, and not {$540.00}. 

I spent XXXX hours on the phone last night speaking with insurance and customer service which no one would align on a XXXX way call. I was told I could not have an escrow analysis done again. I was told that I need one because clearly theres an issue, and then finally I was told on my last call with XXXX that the issue is Planet sent my insurance company a payment of {$530.00} and I need to contact my Insurance for a refund. 

I dont believe thats true as that is the refund amount that was given back to me from XXXX due to the overage they were charging me for all the months until they got the taxes removed off the first parcel. 

I have wasted so many hours, so much time, so much distress has been caused by your company for little mistakes.

Company response to consumer: Closed with explanation