Customer ReviewsforPlanet Home Lending, LLC

I would stay clear of this company for mortgage or home lending. My family and I have been trying to get a date to close on a home for the past 3 months. We've provided them with more than enough information and have the necessary financing and credit rating to take on the loan. I've owned houses before and have never experienced the blatant discrimination my family is experiencing.

Thank you for letting us know of your concerns. Someone from Planet will reach out to you to discuss your individual situation.

This is the most incompetent mortgage company I have ever dealt with. I have purchased and sold numerous properties over decades and thankfully have never had to deal with Planet - until now. I filed the first ever insurance claim for one of the properties and they had to be listed on the initial check. I immediately uploaded the adjuster's report and sent the insurance check to them via certified mail as requested. They have been in possession of the check for >6 days and have not endorsed it yet. The issue - THEY SOLD MY LOAN AND NOW I HAVE TO GO THROUGH THE PROCESS AGAIN WITH A NEW MORTGAGE COMPANY. I spoke with a supervisor named Kim (after waiting 25 minutes on the phone) who ultimately conceded that they received the check (as evidenced by the confirmation from the United States Postal Service) but evidently CANNOT FIND IT IN THEIR OWN MAILROOM! She gave me an abundance of canned excuses for why they have not endorsed the check and assured me that either she or her manager (Cara Lee) would call me by the end of the business day because "this needs to be addressed appropriately". As you guessed, no phone call and now (1) my contractor cannot start because he cannot get paid, (2) the insurance company has to re-issue a new check and (3) we have to start the entire process from square one - as a direct result of the complete incompetence of this team and the blatant dishonesty of their 'leadership'. Unfortunately there is no other recourse against them (legal or otherwise), except to relay our horrific experience through this venue which, if Planet is consistent with their responses, will be completely ignored and dismissed. This company should be held responsible for their total lack of integrity.

It's important for us to hear from our borrowers. We're in the process of providing a detailed answer to your feedback and will be sending it to the address we have for you. We're confident this will shed light on the matter.

We take your feedback seriously. A detailed reply is being sent to the address we have for you. It's our hope that our response will settle any uncertainties.

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.

Your feedback is important to us. To ensure we respond to your concerns, we're sending a detailed response to your mailing address. Our goal is to provide clarity and maintain your trust, and we appreciate you taking the time to let us know of your concerns.

I have damages to my home and because the payment from my insurance company was over a certain amount the check has to be endorsed by planethomelending as well. Everything they requested which was the estimate scope of work and signed check. They are claiming that they need another scope of work, will not return my calls in addition they are stating that my mortgage was delinquent at the time of the loss and it wasn't. It was delinquent prior to the loss because of covid which is documented in there system. Basically they are refusing to issue my payment from my insurance company to me.

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Applied for a loan mod due loss of income because of 2 back to back deaths in the family and the process has been long and awful. We sent all our income and expenses and said we didn't make enough money and put us in a trial payment plan which has been going on for 8 months now and the payment is way too high, and after we made our 3rd trial period payment, they said they would fedex mail us documents to get notorized. and then to send it back to them then the payment amount would return where there suppose to be. been 27 days since we payed the 3rd trial payment still haven't reiceved the fedex docs package. called them 4 times about and just one excuse after another. I keep telling them to email it to us like all the other thousand documents you already sent me to help speed up the process and because our home has a hidden driveway and fedex has a hard time finding our house sometimes, but they refused. meanwhile we have almost $2000 sitting in the escrow account from making the higher payments from before we lower the property taxes. and they still except us to just keep making the same high payments. also received the escrow analysis and it stated the lower payments will start aug 1st, but I called loss mig and they told me after when we finally feel like sending you the fedex doc and get them back from you the new payments will start on September 1st. how many more lies will you tell us? so much unlawful activity. I can't wait to refinance and get rid of you.

A thorough reply is being prepared based on your review and will be sent to your mailing address. We aim for our response to provide clarity and assurance and hope this will help in addressing your concerns.

Thank you for your valuable feedback. We're addressing your concerns and will be sending a detailed reply to the address we have on file for you. We genuinely hope this will address any uncertainties.

Planet Home Lending is my lender, has been for 15 years or so. I've had good communication with them, all but one time and the gentleman must not have finished his training, he could'nt answer my questions, so I decided to call back later. Otherwise, all other customer service reps were knowledgeable and very helpful. Twice my mortgage payment jumped way up and it was because my taxes increased, the last time, recently, monumentally so because of the economy, Bidenomics. Both times I was given options and helped through the process. It's really a shame that homeowners have to be punished this way and I'm certain some have had to give up their homes. Reps at Planet are professional and helpful.

Thank you for sharing your experience. Planet Home Lending strives to provide excellent customer service and we're happy to hear we succeeded with you. Thanks for being a Planet customer!

We have been having horrible issues with our Escrow Surplus and also unapplied payments. Every time we call to resolve these issues, we get different responses and told that it is in process and to call back or we will receive a letter of explanation. We were told 1 month in after trying to get the escrow surplus released that we needed to sign a document requesting the release. We sent the document same day; it took them 2 weeks to process said document. We kept calling to check on the status to be told it is in process. It has been over 2 months now with no resolution. We were told today the surplus Escrow will be released now on June 18th and we will again receive a letter of explanation and to check back then. So far, we have received no letters as promised prior. Also, no one is able to assist with the payment we made in November of 2023 that has been sitting in un-applied payments ever since. We have fees with absolutely no explanations, and when you try to get a clear explanation the responses are guesses or we get transferred to multiple departments that provide no help. I have absolutely nothing good to say about this company. They are completely un-ethical in their business practices. We are stuck in this mortgage right now as most home owners are due to the high mortgage rates. I do not recommend this Mortgage Company to anyone. If you have a choice, we did not due to our mortgage being sold after our initial purchase, DO NOT USE PLANET HOME LENDING.

Thank you for your feedback. We're addressing your concerns and will be sending a detailed reply to the address we have on file for you. We genuinely hope this will address any uncertainties.

When my monthly Planet Home mortgage statement for payment due by 1 June 2024 had not arrived by 28 May, I called the company. I was told that the statement had been cut on 20 May and that perhaps the [Memorial Day] holiday had held things up. I responded that for a payment due by the first of a given month, the statement should in any case be mailed to me very early in the prior month. The "Customer Service" person responded that after all, the grace period extends to the 17th of the month. I said that no, I want to get payments in by the first of the month, when they're actually due. Planet Home's statements themselves speak to homeowner responsibility in "making your payments on or before the due date. Your loan is delinquent if the payment is not received on or before the due date. Payments are credited upon receipt, not by the postmark date." The Planet Home "Customer Service" person said I should go online and set up an account. I said I have enough such online involvements as is, and that I want to continue getting printed statements mailed to me much earlier in the month, as before. The Planet Home statement for payment due by 1 June finally arrived on 3 June. I had proactively sent in a payment on 29 May. When I called "Customer Service" again today, one automated message indicated my payment had arrived. A second automated message said it had NOT arrived. The likely reason for this particular conflict is that the payment had now increased by over $100 (tax and insurance increases, I think, without immediately checking). So I'll now send in the extra amount too. I said to the "Customer Service" person that without resolution of the problem, I would be filing complaints with the appropriate regulatory agencies. So far, I have done that with my state's related consumer agency and also with the federal Consumer Financial Protection Bureau -- and now with BBB. I'm doing my part; it's time for Planet Home Lending to do its own part.

We truly value your perspective. A thorough reply is being prepared based on your review and will be directed to your mailing address. We aim for our response to provide clarity and assurance, as your ongoing satisfaction is our top priority.

We have been fighting for assistance with planet home lending for over 6 months now since they DISABLED OUR PAYMENTS. They stated no payments could be made unless in full, no way to actually pay down what is owed. Basically trying to force a foreclosure on a veteran. They have said that there are missing documents for the assistance even though there is MULTIPLE uploads of the same documents they are requesting, DOCUMENTED they are uploaded. They continue to block us from making payments on the owed amount and are fraudulently claiming the documents needed just aren’t there although able to be seen in the portal uploaded multiple times now. Planet home lending is fraudulently attempting to force foreclosure and they do not take accountability for these fraudulent practices with actually allowing payments to be made while waiting! No help when you call support either as they continue to state “we see the uploads, just wait” BUT THEN ARE SENT AN EMAIL FOR THE SAME DOCUMENTS allegedly “missing” after the rep confirms they see them. They have caused nothing but mental health and emotional distress to us during this trying time.

We take your feedback seriously. A detailed reply is being sent to the address we have for you. It's our hope that our response will settle any uncertainties.

My mortgage was set up through My ******** ****** with Planet Home Lending. I made an extra mortgage payment (May) to start paying half my mortgage payment twice a month in June. Per their literature, this will save me $80,000 over the life of my mortgage. Today I learned to start this process, they mail me a form. I fill out the form. I mail the form back to them with my loan and banking information. They will set up automatic bank drafts from my checking account for twice a month. You can't do this process on their website. The web site did not lay out this process as I described here. Basically, it's a gimmick. I have to jump through their hoops to set this up. I will switch my mortgage to my CU when the interest rates change in my favor. It sad that My Veterans United would use a mortgage company not accredited by the BBB. As usual, veterans get screwed.

Your feedback is important to us. To ensure we respond to your concerns, we're sending a detailed response to your mailing address. Our goal is to provide clarity and maintain your trust, and we appreciate you taking the time to let us know of your concerns.