Consumer complaint received 2026-04-27 00:00:00
Product: Mortgage — VA 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: MS

Complaint narrative:
Planet Home Lending is providing contradictory, misleading, and inaccurate information about my mortgage account in real time. Their own written correspondence, their CFPB response, and their system behavior directly contradict what their representatives are stating on the phone. This appears to be a pattern of manufactured delinquency, misapplication of payments, and coercive servicing practices. Below is a chronological summary of the issues. -- - XXXX. XXXX XXXXXXXX XXXX XXXXXXXX Disconnections My partner ( an authorized party ) attempted to make a payment twice. On both calls, the representative opened with the same scripted line : If the call gets disconnected, someone will call you back in XXXX business days. Both calls were then disconnected during the payment attempt. No callback was provided. No payment was accepted. This appears intentional and designed to prevent us from curing the account. -- - XXXX. XXXX XXXX Planet Home Lending has locked me out of the online payment portal, leaving phone payments as the only option. Because they disconnected both payment attempts, they effectively blocked all methods of payment. When questioned, a representative stated : If we open the portal back up, the entire backlog of payments would have to be made, not just XXXX payment. This is coercive and violates Regulation X. A servicer can not refuse to accept a regular monthly payment and then demand a lumpsum to restore access. -- - XXXX. Forbearance Pressure Immediately after refusing payments and disconnecting calls, Planet Home Lending attempted to push us into a threemonth forbearance. This would shift responsibility for the delinquency they created and erase the record of their misconduct. -- - XXXX. Contradictory Statements About Suspense Funds A representative stated today that : The funds in suspense have already been applied. This contradicts : the loan ledger prior statements and Planet Home Lendings own CFPB response If suspense funds were applied, they must provide the date, amount, and application details. They have not. -- - XXXX. Contradictory Statements About XXXX Payments Today, a representative claimed : The payments received in XXXX were not full payments and only covered XXXX and XXXX. This is directly contradicted by Planet Home Lendings own written CFPB response, which states : XX/XX/XXXX payment was applied to XX/XX/year> XX/XX/XXXX payment advanced the due date to XX/XX/year> Both statements can not be true. Either the representatives statement is false, or the CFPB response is false. -- - XXXX. Payment Increase Contradictions Today ( late XXXX ), we received a letter in the mail stating that our payment is increasing to approximately {$1200.00}. However, the representative on the phone claimed : Your payment went up in XXXX. This is impossible because : We did not receive any advance written notice in XXXX ( as required by XXXX ) The letter arrived today, not before XXXX A servicer can not retroactively increase a payment and claim it took effect XXXX months earlier The written notice contradicts the verbal claim. -- - XXXX. System Contradiction Regular Payment Accepted Today Despite the representative insisting that : the payment went up in XXXX, and the portal could only be reopened if we paid the entire backlog, My partner successfully made the regular payment of {$1000.00} today. If the payment had truly increased in XXXX, or if a lumpsum were required, the system would have rejected the payment. This proves : the XXXX increase claim is false the backlog claim is false the delinquency is being manufactured by the servicer -- - XXXX. Pattern of Misrepresentation & Manufactured Delinquency Across multiple interactions, Planet Home Lending has : refused payments disconnected calls during payment attempts locked the online portal demanded a lumpsum to restore access misrepresented suspense activity contradicted their own written notices contradicted their own CFPB response attempted to retroactively rewrite payment history attempted to push forbearance provided false statements about payment increases provided false statements about payment application provided false statements about delinquency status This appears to be a coordinated pattern of servicing misconduct, misapplication of payments, and manufactured delinquency.

Company response to consumer: Closed with explanation