Consumer complaint received 2024-07-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: PLANET HOME LENDING, LLC
State: GA

Complaint narrative:
In XX/XX/year>, I contacted Planet Home Lending and requested to be set up for bi-weekly mortgage payments. This involved me paying ahead, {$1900.00}, to have the bi-weekly started, which I did. Due to an error of their account processing, they had the auto draft account mislabeled and the payment failed. I was never notified by phone, email, or postal mail. 

On XX/XX/year> When I was balancing my account and seen that no mortgage bi-weekly or full payments had been auto drafted. I contacted Planet Lending again, their customer service manager, XXXX, at length about how this happened, what it would take to have this corrected. He stated could not find where they was an communications sent to me about the failure and correction actions needed. XXXX had their accounting department fix the account mistake, we scheduled another payment and a half, {$1900.00}, to make the bi-weekly payments initiate XX/XX/year>. 

Upon balancing my accounts on XX/XX/year>, it was again noticed that Planet Lending had failed to take the agreed upon payments. When I called and spent over an hour on the phone with " Supervisor '' XXXX, I was told that XXXX was not correct as XX/XX/year> was to far into the month to make an bi-weekly agreements to start on XX/XX/year>. So I was informed that my XXXX payment was now late, which has been on ACH auto-draft since the mortgage initiation. I proceeded to ask the following questions : XXXX ) Where is the other {$650.00} that XXXX took on XX/XX/year>. XXXX ) How come I was not informed that this would not be enough? Is there a current educational failure on Planet Lending 's training administrative systems? XXXX ) Why wasn't the XXXX payment auto drafted? XXXX ) When was I going to be told that XXXX was late if I had not called? XXXX ) Why does this keep happening XXXX months now with no notification of problems, until I call. XXXX ) What is this going to take to correct and start the bi-weekly schedule? XXXX ) Can I have written documentation that this has corrected and this problem has been solved? 
The answers I received : XXXX ) Oh let me look.. on hold.. XXXX minutes.. I found it, it was in holding. Holding for what? ... I don't know. 
XXXX ) XXXX must not have had all his available resources to give you proper information. 
XXXX ) I do not know why the XXXX auto draft was not completed. 
XXXX ) When XXXX 's bill was sent with the XXXX late charges. 
XXXX ) I do not know. 
XXXX ) Another {$1900.00}. 
XXXX ) We do not provide that type of documentation. We just have to hope it works. 

Today again, I had to pay {$1300.00} and {$650.00} on XX/XX/year>. 

This has caused an extraordinary unnecessary amount of stress and could have potentially cost me a foreclosure on my home. This has cost me all the additional interest, that I was avoiding by changing it to bi-weekly. After 3 months of these ongoing issues, my confidence in Planet Lending performing their obligated financial functions is low, however, my confidence of their continued negligence however is very high.

Company response to consumer: Closed with explanation