Consumer complaint received 2025-01-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: PLANET HOME LENDING, LLC
State: TN

Complaint narrative:
XXXX XXXX XXXX I submitted my mortgage company 's form to transition from monthly mortgage payments to biweekly mortgage payments along with the required check for one month 's mortgage. 

XXXX I received a letter from them saying they had received my request but not my required monthly mortgage payment. I contacted XXXX in their Customer Service department that day and was told the amount of my check was short {$19.00}. I made the payment using my credit card and XXXX said that completed everything required to transition to biweekly mortgage payments. XXXX said I would receive a letter by mail telling me when the biweekly drafts would start and what the amount would be. This letter was also mentioned in the letter I had received dated XX/XX/XXXX that had prompted my call. I decided I would cancel my Monthly automatic mortgage payments when I received the promised letter so that no mortgage payment would be missed. 

XXXX The first biweekly draft was drawn on my bank account for half of my monthly mortgage. I had not received the letter notifying me of this action. I decided to continue waiting for the letter before terminating my automatic payment of my monthly mortgage amount. 

XXXX The second biweekly draft was drawn on my bank account for half of my monthly mortgage. I did not notice this occurrence because we were traveling for XXXX. 

XX/XX/XXXX Upon my return I saw the Monthly mortgage payment had been sent for XXXX payment and both biweekly payments had also been made for XXXX. I contacted the mortgage company and requested a refund. They requested specific information from my bank statement which I sent to them by email that day. They replied by email that additional information was required which I then supplied to them by attachment to email. 

XXXX Having heard nothing regarding my refund I called XXXX XXXX their Customer Service Department and was told the information I had sent was not in the right format and was instructed to contact my bank to have them supply the necessary information in the correct format. I requested to speak with his Supervisor and registered my complaint with XXXX for poor communication for not notifying me that additional information was required. I then contacted my bank who willingly and efficiently supplied the requested information in the correct pdf format which I immediately sent to the mortgage company by email attachment. 

XXXX I received email notification that the bank statement supplied in pdf format was not acceptable. I tried to contact my bank personnel who supplied the statement so we could initiate a three way call with the mortgage company to ascertain what additional information is required, but that person had gone for the day. That is when I decided to register this complaint with the CFPB in hopes of getting my unnecessary payment returned to me. I might add I have yet to receive the promised letter from the mortgage company notifying my of the XXXX drafts start date.

Company response to consumer: Closed with explanation