Consumer complaint received 2026-05-15 00:00:00
Product: Mortgage — Conventional home 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: MD

Complaint narrative:
To Whom It May Concern, I am submitting a complaint regarding repeated communication failures, inconsistent instructions, and conflicting information from Planet Home Lending during my loss mitigation and foreclosure mediation process. I have been actively trying to resolve my mortgage hardship and obtain a loan modification since late XXXX. Throughout this process, I have repeatedly complied with requests, submitted documents, attended mediation, and followed instructions. However, the process continues to be delayed because different representatives provide conflicting information, resulting in missed opportunities to complete my application. Timeline of events : XX/XX/XXXX : Hearing XXXX XXXX XXXXXXXX A foreclosure mediation hearing was held. During the hearing, the representative ( XXXX XXXX ) for Planet Home Lending acknowledged prior communication issues and confirmed that my previous file had experienced delays due to those issues. At the hearing, it was agreed that because my mortgage is backed by XXXX XXXX, Planet Home Lending would complete a questionnaire review process rather than requiring a new full application. The representative stated this review had already been done once in XX/XX/XXXX, but due to internal errors, it had not been processed correctly. The representative also assured the court that : I would complete the questionnaire through the attorney. A decision would be made within XXXX days. No foreclosure date would be scheduled during that review. Their XXXX was involved in the review to avoid the same communication problems happening again. The questionnaire was completed the same day and submitted through the attorney XXXX XXXX. XX/XX/XXXX : I received a phone call from Planet Home Lending confirming they received the documents from the attorney and that the review was in process. I was told no further information was needed from me. XX/XX/XXXX : I received another phone call from a different representative stating I was missing documentation. When I asked what documents were missing, the representative could not identify them and transferred me. After being on hold for approximately XXXX minutes with no response, I disconnected. XX/XX/XXXX : I emailed the loss mitigation department asking what documents were needed and referenced the conflicting phone calls. No response was received. XX/XX/XXXX : I followed up with the attorney who represented Planet Home Lending at mediation to ask whether any decision had been made. XX/XX/XXXX : I followed up again with Planet Home Lending because I had still received no clarification. I had also received mail notifications indicating letters were being sent to my home. I asked if those documents could be emailed because prior delays occurred when letters were sent while I was away and no one contacted me directly. In response, I received a secure message stating no documents had been mailed. This conflicted with the mailing notifications I had already received. Because of the conflicting information, I called Planet Home Lending directly. The XXXX representative said : No active modification was being processed. My last review was denied in XXXX. I was missing documents. I requested a supervisor. The supervisor then stated : The Planet Home Lending representative who spoke during mediation was incorrect. I am required to submit a full application package. I now need to provide pay stubs and XXXX days of bank statements. The XXXX review period stated in mediation was not accurate. The process would now take XXXX to XXXX days. This directly contradicts what was stated during mediation and what was represented to the court. My concern : This same pattern has occurred repeatedly. Each time I get near completion of the modification process, I receive conflicting instructions, delayed communication, or new requirements from different representatives. I am concerned these internal errors are preventing fair review of my application and are causing unnecessary foreclosure risk. I have acted in good faith by : Attending mediation Submitting all requested documents Completing requested questionnaires Following up in writing Contacting supervisors Providing updated employment information Trying to secure additional rental income for the property I am requesting a formal review of this servicing conduct, including the repeated conflicting statements provided by Planet Home Lending representatives, and confirmation that my loan modification review is being handled according to what was represented during mediation. Thank you for your review. Sincerely, XXXX XXXX Account XXXX XXXXXXXX

Company response to consumer: Closed with explanation