Business ProfileforPlanet Home Lending, LLC

In 4/24, I contacted Planet Home Lending (PHL) and requested to be set up for bi-weekly mortgage payments. This involved me paying ahead, $. 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. I contacted PHL again, their customer service manager, at length about how this happened, what it would take to have this corrected. He had their acct depart fix the acct mistake, we sched another 1 & 1/2 payment, to make the bi-weekly payments initiate 6/24. Upon balancing my acct on 7/24, it was again noticed that PHL had failed to take the agreed upon payments. When I called and spent over an hour on the phone with "Supervisor", I was told that prior info was not correct as 6/24 was to far into the month to make an bi-weekly agreements to start on 6/24. So I was informed that July payment was now late, which has been on ACH auto-draft since the mortgage initiation. I proceeded to ask the following questions: 1) Where is the other $ that was taken on 6/24. 2) How come I was not informed that this would not be enough? Is there a current educational failure on PHL training admin systems? 3) Why wasn't the July payment auto drafted? 4) When was I going to be told that July was late if I had not called? 5) Why does this keep happening x3 months with no notification of problems. 6) What is this going to take to correct and start the bi-weekly sched? 7) Can I have written docum that this has corrected and this problem has been solved? The answers I received: 1) Oh let me look. on hold. 12 minutes.. I found it, it was in holding. Holding for what? IDK. 2) He must not have had all his avail resources to give you proper info. 3) IDK why the July auto draft was not completed. 4) When August's bill was sent with the July late charges. 5) IDK. 6) Another $. 7) We do not provide that type of docum. We just have to hope it works. Today again, I had to pay $ and $ on 7/24.

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