Planet Home Lending, LLC - Round Rock

My loan was sold to them in December. They failed to pay my taxes from the escrow account. They didn't communicate that they weren't paying them or that there was a problem. So in January I had to pay the taxes myself. I called to be reimbursed and was told that I would need to wait 45-60 days to get my money from my escrow account. Completely ridiculous!! I have never had a mortgage company fail to pay the taxes from escrow. And planet home lending made it worse through delays and terrible customer service. Avoid them if you can; good luck.
Mar 7th, 2022

Feb 18th, 2022

The company is unprepared. They don't send information to new customers (who are forced to use them) when they take over servicing of new loans. Their website appears to be 20 years old, has limited capabilities, and doesn't allow actions to be completed in a timely matter. Their automated system and verification is slow and unnecessarily redundant. I had to call 3 different times to get my loan properly set up. I had to call a 4th time because it doesn't allow automatic payments when you first sign up. There is absolutely no reason for restriction of automatic payments when an account is created. This seems like their way of trying to collect late fees from new customers.
Nov 22nd, 2021

DON'T! I would NEVER refer anyone to this company. Hopefully I can get out of this contract. Edit: here we are 6 months after 1 bad experience....and another payment has gone missing. My bank is showing that it was paid, Planet is saying that it was returned twice. My bank doesn't reflect that, and I'd know if 1150 dollars was returned to me. I had to send 2 emails, 2 certified letters and 2 faxes to make them call me back. They said its being looked into, but my credit will still be affected. I'm over it at this point. It's been another month, and of course another payment went missing. I now have to submit my Entire bank statement even after I sent my balance and it showed nothing was returned to my account. Several employees told me my payment was found and had been applied to another account. A few days later another payment was lost. This is the 3rd time.
Jun 9th, 2021

Just as another reviewer mentioned, I had excellent customer service with the loan processors and team that worked on my original loan and refinance. Now that I have closed on my second loan, I am dealing with an escrow issue and I have experienced terrible customer service from Planet Home Lending. The first person I spoke with in the insurance department-Denise Hickey stated that there was an error on behalf of Planet Home lending and they would issue payment to avoid policy lapse since I had been escrowing all year for this premium. She was kind and seemed helpful, however when I followed up two weeks later to ensure this was done, the issue was not resolved a payment was never issued. I call to find out what's going on, and speak with Jerisha F.-who refuses to give her last name- and when I ask for her last name, she argues that I don't need her last name and "the first letter F of her last name is sufficient enough.' WOW Planet Home Lending! WHO SAYS THAT? In customer service to your own client? Additionally, she tells me that there's nothing she can do since she can't see the previous loan to identify the error and to sort it out with customer service. I thought she was customer service? Just be aware of customer service with this company, finance at your own risk, and stay on top of every detail, or you may be in a position of pulling your own hair out and dealing with incompetent people.
May 19th, 2021