Planet Reviews 

My son has a mortgage through Planet and I'm a co-signer. So, I get all problems that my son has with them. As far as I'm concerned, I will NEVER recommend Planet for any kind of loan. Unless you can't get any other company to accept your loan, get ready for a lot of problems with no help from customer service (according to my son) This company has screwed up my credit score because of their autopay problems. I wish you good luck if you have to use them.

I see that Planet replied to my review...Too bad I can't reply to theirs; thanks trust pilot... I would ask them that since I'm a co-signer, then they should all the contact info they would need to get a hold of me. My review stands as written...

Update 5: So these shady people - now have the online statement which shows an increased amount which includes "fees" - and then the online amount (which one would think is more current) - with the standard amount. So now - I have to go through their phone system, wait on hold, and have someone explain to me why their system might be of interest to some federal regulators for not really being transparent with their "truth" in lending statements.

Update 4: So their response was yes - we charged you fees. Ugh - I can really see how someone can get stuck with unnecessary fees and charges all because of how their system is not user friendly at all. Final rating back down to 1 star - and strongly recommended that you do not do them any favors by opting for their electronic delivery. Use the paper mail and you can still get the electronic statements via their portal. Worst home loan service company.

Update 3: Resent e-mail, and got a response. Rating now back at 2 stars.

Update 2: I guess as expected, no response. Lowering the rating to 1 star for empty promises.

Update: As requested, I sent in the information to the provided e-mail address. No confirmation of receipt or anything - so time will tell if they really do want to make this right. If so, then I'll gladly update the review - until then it remains as-is.

Original:

As most companies offer the paperless option, others tend to err on the side of caution when significant changes are made to your account - like the amount owed. All other institutions I have dealt with will send that notice via regular mail or at least have the option to send important account changes via mail. With PHL, it's all or nothing. So if their e-mail gets flagged as spam or lost in the inbox - that's on you. And while they will waive one late fee - they still do it automatically, without any special notification. It makes sense - as they can then charge late fees and hope no one notices.
Oh and when you call - they don't care - they just read the script they were given. So since it only costs them money to send via mail - maybe everyone should opt-out of paperless just in case....

Less than one!!! Zero!!!! Negative zero to the n’th degree! You never get names or same person nobody really knows about your loan! They have charged two times in a month on more than one occasion and when called and asked do vague and say it’s being looked in to but never an answer. Out of all and ANY type of business this is the worst!!!! Stay away! And where it asks me “date of complaint”. It’s always and every time for 2 years! They bought the loan or whatever! God I hate them! And I will spread these words EVERY day to as many people as I can. Including realtors, buyers and banks!!

Planet Home Lending is a mortgage company. So what? Well, customer service should matter. Their Loss Draft Department is abysmal. They have held a very large insurance check for a month now. The work was completed months ago, they received all their paperwork in good order. They won't even send the required initial draw. "Management is working on it", is all the answer we get after 4 calls and 3.5 hours on the phone with these people. They simply don't care.

Have been a Planet Home Lending customer since Dec 2023.
Issue happened on May 28,2024
I made an online payment using 1 of 3 ACH accounts I had on file with them. I obviously chose the ACH account which had the funds to cover the mortgage payment, but Planet chose another account which DID NOT have the sufficient funds, which caused a payment reversal 7 days later ( mind you,we had crossed over into June, June 4 to be specific and within 2 days they put a derogatory charge on my credit report. I questioned them and they said its not their fault. When I go back to look for evidence that it was paid thro the account I chose, its says Draft ACH generically, but does NOT SPECIFY the last 4 digits of the checking account.
Now, who owns that website-them or me ?
Planet needs to fix their website which we can go back and look at all specifics.
Tough lender to deal with, must say

For a company to put a widowed service member on notice just after their husband passed is absolutely atrocious. How about trying to work with the family to ensure they have time to get all the legalities adjusted and you don’t kick a widow out of her house with 2 children when her husband just passed. Good on you Planet Home Lending….good on you!

Phone Customer service is horrible. Personal customer service....not an option. I tried on numerous times to get a 1099 and an adjustment for overpaid Real Estate Taxes since May 2023 without any results. All customer service agents have different unreasonable solutions. In February 2024 a tax department supervisor offer to to give me a refund within two months. It's June 3, 2024....still nothing. I have not received any type of reconciliation since I bought my property Dec, 6 2022. Next step NJ Banking Department and NJ DCA. I received a resolution email. It doesn't help. Loan #2000028940. On 7/3/24 Planet Home Lending send a letter that the loan is under review. Unfortunately nothing has changed.

The worst company I've ever dealt with. Our home was hit by a major hurricane, and their claims department puts me on hold for hours when I need to talk to someone. When I finally do talk to someone, they give me incorrect information, so I have to call back and sit on hold for hours again just to get more incorrect information. I have now been out of work for six months for medical reasons and fell behind on the mortgage. I talked to them and explained my situation, and they gave me incorrect information about getting assistance. When I called about the incorrect information, they marked down that I refused any assistance. I now have the money to pay off the loan, but again I can't get the correct information and end up sitting on hold for hours at a time. Terrible customer service, and nobody there knows what's going on.

Lori Lee and the Planet Home Lending team were the sole reason we were able to win our home! She helped us close in 15 days – and gave us the confidence to bid with no financing or appraisal contingencies. She made herself available when we needed her – answering all of our questions and guiding us every step of the way! All of this and their rate was lower than everyone else I called. If you’re trying to buy a home in a competitive market (like us), then Planet Home Lending is the way to go!

Awful Customer Service. Awful Experience. Loan was sold to them. If I had any choice in the matter I would NOT use this company.

They took over my mortgage from another lender. I never wanted to deal with this company. The agent I talked to on the phone while trying to set up a past-due payment related to a family situation was condescending, inconsiderate, and rude. If you have the choice, find another lender.

Fixed VA loan. Got at 2k. And out of nowhere with zero notice my mortgage increased to 2,947.87. Almost an increase of 1k. And with that being said no notice. Nothing, I have a homestead exemption in. Which was supposed to lower my mortgage. Not increase. And no real solution to get my mortgage back to the original 2k. This is completely unacceptable. I am very upset with planet home lending. And at this point would not recommend them to fellow veterans and service members.

In December of 2023 I received a notification from Planet Home Lending informing me there was a shortage in my escrow account. I was told that once the shortage was paid my payment would return to normal. I called and spoke with a customer service representative who told me to make a payment to the escrow account to cover the shortage and then call to request a new analysis.

I did exactly that, and received a letter dated January 26th, 2024, stating the analysis had been done, and my new payment would be about five dollars less than it had been previously. I was also sent a refund check at the same time. I assumed this would be the new payment for the remainder of the year and went on with life. However, the next time I logged into their website to look at my account while filing my tax return I noticed the payment due for March 1st, 2024, was still the elevated amount based on the escrow shortage.

I called Planet Home Lending to confirm the payment was supposed to be the normal payment amount. However, after thirty minutes on the line, and a condescending lecture from a pompous, and self-righteous, “manager” I was notified that for some reason which makes no sense at all the mortgage company ran the re-analysis of the escrow account under the assumption that the March payment was to be at the higher level. They then sent me a refund check for about $276 and a letter which in hindsight after a closer examination of it states the new payment will not begin until April of 2024.

I was then told that I would need to send back the $276 to Planet so they could run an additional escrow analysis which then might somehow fix this whole convoluted mess. I explained to this pile of waste parading as a living breathing human being that said money had been spent, and due to an on-duty injury I was now dealing with a heavy reduction in my income due to lost overtime resulting in me not having the ability to pay the elevated monthly payment or return the $276 immediately.
The response from the aforementioned pile was that it was my responsibility to understand the complex, confusing, and largely made-up regulations surrounding this company’s escrow analysis protocols. I countered by informing the pile of protoplasm that none of this was explained to me and made no logical sense. Why would anyone assume I still wanted to make a mortgage payment $500 higher than normal for even one month? Why would I have gone through the hassle of collecting the money to pay for the shortage? I was again told the issue was my fault, and the “manager” assumed no responsibility for his employees providing inaccurate or at very minimum incomplete information.
This is only our second year with this company, and I can’t wait to see what horseshit they pull next. I mean they’re off to a great start already. Their customer service agents don’t lie, but they also don’t give you all the details either. I can’t figure out if this lack of full disclosure is based on intentional omission, or if it’s a byproduct of their own employees not being fully aware of these policies, and regulations that I was told I needed to be intimately familiar with. Either way it makes for one crappy overall experience, and I can only hope the housing rates improve in a few years so I can refinance away from these scum bags.
If you have the opportunity, choose another company, and save yourself a lot of headaches.

Data breach in 2023 giving out social security numbers and personal information

This has got to be the worst mortgage buyer on the planet... pun intended. Their website seems to be set up purposefully to default you on loans. Monthly my amount owed is not correct and after making the $800 payment they still 30 days later showed as not paid. Stay way far away from this company if you have the choice. As for me they just bought my loan and I'm stuck with their illegal activity.

This company is absolutely horrendous...they took up the servicing of my mortgage and at the time failed to obtain all my documents (which include proof of Homeowners Insurance) from previous lender. They therefore did a "forced placed" insurance policy on my account without my knowledge and it was at a rate of $3700/mo YES per month for homeowners insurance....absolutely insane!!!!! Now there is a shortage in my account because they are expecting my principle/interest payment plus this outlandish amount for insurance...i have been trying for 5 weeks to get this resolved and they cannot seem to reverse their error. Avoid Planet Home Lending at ALL costs!!!!!!!

This is the worst company ever. They have the worst customer service ever. You get different answers for the same question. You would think you they don’t work for the same company. Or if had training for the job. The reps will just hung up on you in the middle of calls after you been holding forever. If you ask for a supervisor one will never come to the line.

I have been in real estate for over 10 years. I own over 40 units. Planet Home Lending is the worst mortgage servicer on the planet! Customer service is horrible. It is as if they hire the least educated people to work for them. Every few months, they want something different, change something, or state something is not right. If ANYONE had any common sense and did their job, they would be a lot more efficient and effective and also perhaps make their clients' lives a little better.

Tim and his team were great. Very helpful in navigation of the “hoops” to get through, necessary for the loan. Would definitely recommend! Thanks to Tim, Jennifer, and Santiago!! We have a dream now realized because of your help!!

Our experience was very good 👍
Thanks for everyone in planet home lending who worked with us.