Consumer complaint received 2022-01-21 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: PLANET HOME LENDING, LLC
State: CO

Complaint narrative:
At the beginning of the pandemic ( XX/XX/XXXX ) I was offered a covid forbearance by my lender Planet Home Lending ( PHL ). I was not working at the time due to everything being shut down and everyone in panic mode. I spoke with a representative at PHL and I was told that at the end of the forbearance period that the amount of the forbearance would be added to my mortgage in a balloon payment ( I believe they called this a silent second ) and there would be no income verification to resume making payments and bring my mortgage current. 

After 3 months, I was told that my only option at that time was to apply for an additional 3 months since I had not obtained a full time income that would " qualify '' me for the silent second. When I asked them about " qualifications '' they said that there weren't any, but I might as well take advantage of the extension since I wasn't working and they couldn't work anything out anyway. 

I obtained multiple extensions every 3 months until XX/XX/XXXX. It was my understanding that I was covered under the CARES act and they were not reporting anything to the credit bureau and I could exit the forbearance once the pandemic had ended without income verification. 

Starting XXXX I was calling them almost every day to figure out what I needed to do for the silent second or if there was an option for a mortgage modification. I was told that they couldn't proceed with either until I got a full time job but I could apply for a forbearance extension by filling out a borrower 's assistance package. I filled out the borrower 's assistance package and called them often to figure out what I needed as far as a combination of part time jobs and " non traditional '' income ( renter, XXXX, etc... ). I was not given any indication of what would " qualify '' me for a workout. They basically said that it was up to the underwriters and I wasn't able to speak with them. 

XXXX I was told that based on my application that I would get an additional 3 months extension or I would be given a " workout '' of some sort to resume making payments. I asked them about making the XX/XX/XXXX payment and they said it would be applied to XX/XX/XXXX. I spoke with a housing counselor and was advised to not make the payment unless PHL could assure me that it would be applied to XX/XX/XXXX. PHL told me I was welcome to make a payment at anytime but it would go toward XXXX, XXXX. Since I had been told that a " workout '' was being processed, I did not make a payment and waited for the results of my " workout ''. Ominously on XX/XX/XXXX I received an email from PHL stating " Planet Home Lending , LLC has closed our review of your Borrowers Assistance request. If you believe this was done in error please login via the link below or contact us immediately. " I called them immediately and they said the extension had been denied and there was no option for a " workout '' at that time. I asked why I was " denied '' and they said they didn't have that information and that a letter was being sent out to me. I waited 10 days and never received any correspondence other than the email that didn't really tell me anything. When I called to ask about this I was told that the extension was denied and that the " workout '' process had not been initiated due to lack of income. 

At this point, am I 30 days late ( since the CARES act 18 month period had ended ) or am I 19 months late? When I asked PHL this question, they said 19 months. I had a potential contract that I thought was going to start in XXXX and made PHL aware of this. They said it was noted in the file and once I had the offer letter, they could process the workout. 

I had another appointment with the housing counselor in XXXX and was advised to " kick the can down the road '' until I get a full time income and not make a payment unless it's toward making my mortgage current. I called PHL several times to try to figure out a way to get my mortgage current and to start making payments again. I was told the only way was to pay the entire amount in arrears. I clearly don't have that amount. 

I did not make the XX/XX/XXXX payment and in early XXXX I received a certified letter from PHL. It basically said that I was 20 months behind and to contact them about a borrower 's assistance package if I wasn't already doing so. This was not a demand letter as far as I can tell. I contacted them by phone and asked them where I stood as far as the foreclosure process was concerned. They said that they wanted to avoid the process and I could make a payment and that it would show the underwriters that I was trying and that it would stop the foreclosure process. I asked if I could get that in writing and they said that they didn't do that. 

Now I'm wondering what can I do... I'm able to start making payments, but they won't work with me to bring my mortgage current until I have a " job ''. I have a few job prospects but nothing concrete at this time.

Company response to consumer: Closed with explanation