Consumer complaint received 2021-07-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: PLANET HOME LENDING, LLC
State: IL

Complaint narrative:
I refinanced my loan in XX/XX/XXXX with my first payment due XX/XX/XXXX. At the time XXXX XXXX XXXX XXXX became my loan servicer. I made my full loan payment to XXXX on XXXX, XXXX, and XXXX. On XX/XX/XXXX XXXX  sold servicing my loan to Planet Home Lending at which time I received a letter from Planet Home notifying me of the change and to make my XXXX payment to them but if I already submitted my payment then XXXX would forward it on and there was no action I needed to take. 

On XX/XX/XXXX I received my first statement from Planet Home due XXXX that indicated I did not pay my XXXX statement. I called Planet Home to inform them that the payment was made prior to their purchase of my loan. At that time they said they would note it and for me not to worry about it as it probably was just a case of the payment not catching up yet. 

On XX/XX/XXXX I started to receive phone calls from Planet Home letting me know that my XXXX payment was late. When I called back I was informed that the XXXX Payment has not been received. At that time I recommended that they reach out to XXXX to find out why XXXX hadn't sent on the payment. I was told that Planet could not talk to XXXX and that it was my responsibility to make sure Planet received the payment ( I later found out this was a lie ). The person I talked to ensured me this is not uncommon and they will again note my account. 

On XX/XX/XXXX I received another call from Planet Home that went the exact same way. I recommended they reach out to XXXX and they said that I would not be negatively effected for 60 days. 

On XXXX I received another call during that call I was informed that they will apply my XXXX payment to my XXXX balance ( I made my XXXX payment to Planet on XXXX ). I informed them that its fine but they should still reach out to XXXX if they are missing any payments. I was again lied to and told that they are unable to talk to my previous servicer. 

I received my XXXX statement on XX/XX/XXXX indicating that I hadn't made my XXXX payment and that both payments were due XXXX. 

I then received a call on XX/XX/XXXX informing me that my XXXX payment is late and that if it is not rectified that Planet Home will start charging fees. I again informed them that they need to work with XXXX to receive the XXXX payment. They again lied to me and said they can not contact another servicer and that it was my responsibility to due so. I reluctantly agreed to make a single phone call but made very clear that I am not accepting responsibility over any disputed payment amounts between two banks. 

On XX/XX/XXXX I called XXXX they informed me that the XXXX payment was wired to Planet Home Loan on XX/XX/XXXX the day after they purchased the loan. XXXX then apologized for the inconvenience and said that they were more than happy to reach out to Planet Home and resolve the issue. This is how I found out that Planet Home had been lying to me through the entire process by forcing a shift in their responsibility to me. 

I did receive a final call from Planet Home on XX/XX/XXXX informing me that they did in-fact find my payment and that they applied it to my balance. 

If I could I would request a new Loan Servicer as I do not wish to work with a company whose policy is to lie to its customers. Unfortunately that is not an option and my only recourse is to file this complaint.

Company response to consumer: Closed with explanation