Consumer complaint received 2025-02-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: PLANET HOME LENDING, LLC
State: NJ

Complaint narrative:
On XX/XX/XXXX I called Planet Lending to make a payment for XXXX with agent XXXX. Once I realized that there was an issue with the check I deposited in my account and that the payment would not go through I immediately called XXXX lending on XX/XX/XXXX and requested cancellation of the payment if XXXX. I then did in fact make a payment for XXXX for one months payment. It is important for me to attempt to make payments to secure my home. I was very distraught with the news that there was an issue with the check and was telling the representative what had happened and she requested that I hold on and that she had canceled the payment and was processing the new payment. I expressed to her that we had fallen behind on the payments due to an emergency with the boiler in the home and that I am pregnant and experiencing difficulties with my XXXX and that I need assistance to become current. I clearly stated my hardships. The new representative assured me that the payment was cancelled and I expressed to her that I would try my best to make payments after I can rectify what was going on with the check that did not go through and that I would call back. I only gave permission for one payment for {$4500.00}. 
A few days later XX/XX/XXXX I recognized that {$4500.00} was taken out of my account. Then on the following day another withdrawal was taken out for {$7000.00} was withdrawn from my account. I immediately called my Bank XXXX Bank for a stop payment on this check and I was told by my bank to call the Vendor and request a stop payment on their end. I believe this was my big mistake as the check was then cleared immediately. I called back the next day XX/XX/XXXX and expressed to Planet Lending that I have not received any indication that I was going to get my money back and I was again with agent XXXX who was very rude and condescending. She started the call with " you are to taking to me do not scream at me ''. I again told her my anger was not directed to her but I did not give permission for this payment that this was not my money and needed it returned to my account as this was against my permission. I spent XXXX minutes begging her to look at my file thoroughly that there was an issue and she insisted that there was no cancel payment for this payment taken out of my account. she even stated that " I was the one who confirmed this payments and there is no indication that this payment was to be canceled. '' " I know this never happened '' I even begged her to understand that it is possible that the payment was split into two payments and I requests that the payments were canceled and withdrew authorizations for this payments. She continued to belittle me and say that this never happened. Denied my communications to planet lending. By the time I got off of the phone with this agent I was curled on the floor holding my stomach due to screaming and extreme headache. My XXXX XXXX at this time was XXXX. As XXXX XXXX XXXX I knew this was dangerous for both me and my XXXX XXXXd. I tried my best to express to her that this money did not belong to me and that this was money to pay the vendors for my boiler by my insurance agency and that the vendors who are to get payed has been calling for payment as the work is done. I asked that I get transferred to a supervisor where I waited on hold for XXXX mins and then the phone hung up. Honestly at this point I was so distraught I felt like I couldn't even see, screaming at the top of my XXXX just to be heard. After the line disconnected I called back although eXXXX XXXX  and my pride destroyed I gathered myself and called back. I then got in contact with XXXX XXXX I believe that is her name ) with email address XXXX. This representative made me feel heard and then assured me what happened was that the payment {$14000.00} was split into two payments of XXXX dated XXXX for XX/XX/XXXX and XXXX for XX/XX/XXXX and only one of the two was cancelled. This is when I realized that I was right and that there was an error. She then informed me that the payments were to be received via direct deposit and that I should stop the stop payments on the payments other wise the money would be returned to me in 3 business days and that this would not inhibit me from making future payments on my mortgage. she asked that I emiail her a screen shot of the money taken out of my account and it would be addressed with high priority. A process that is to take 24-48 hours. I trusted her called my bank and stopped the stop payment.

Again to check again on the status of my payment as at has been almost 1 week, I called back on XX/XX/XXXX to find out that my payment is still tied up in investigations and that there is no possibility that it can be returned by way of direct deposit and that I was lied to yet again by the representative. with the rep saying to me " If this were me I would call my bank back and make a stop payments ''! week later. I have since then spent multiple sleepless night and stressful days, have now been prescribed Aspirin to possibly stop possible XXXX diagnosis and deep breathing to address my XXXX and have been trying to do everything to calm down and protect XXXX XXXX that I am so worried about along with how am I to return such payments to my vendor that returned heat to my home and not being accused of fraud by my insurance company. 
I have been so stressed about this interaction that I have not been able to eat and or sleep I am constantly experiencing headaches and I pray that such stress levels do not harm my baby. Please help me to rectify this wrong as I am afraid of further communications with my lender. 

XXXX XXXX

Company response to consumer: Closed with explanation