Planet Home Lending, LLC complaints

We contacted Planet Home Lending in December 2021 to inform them we would be unable to make our mortgage payments for two months due to medical issues. In January 2022, our application was completed. It took them another two months for provide us with a repayment plan. However, the mortgage company failed to inform us we would not have any protections against t late payments. In April, they applied our payment to January and didn't notify us this would happen. Our credit report shows January as current. I called about February-March showing late and was told by two representatives this shouldn't have happened and would be corrected. I contacted in July, and was told they decided the late payment mark would stay because we didn't receive any protections. This wasn't told to us upfront. As of today, February-May show as negative. We've been making timely payments since April. This has severely and negatively impacted our credit and Planet Home Lending refuses to correct this. Our credit report should only show January-February as negative. Since they made January as current using our April payment, all months should be current. This isn't the case. They marked four months as late when payments weren't submitted in April, May, Jun. This is a very deceptive practice. All I get is an apology but no one tries to correct this gross error on their part. I have bank statements showing when we made payments and those payments don't match our credit report. Resolution Sought I want our credit file to be updated accordingly and all payments marked as on time and current. Their program documents needs to be updated to state there's a possibility that late payments will be reported before and during the program. They also need to advised customers it can take up to two months for a response after applying to their help program. I would also like a formal and meaningful apology for the lies, miscommunication, and someone to actually take this issue seriously.

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I've contacted customer service numerous times and received no help. I'm transferred to various people who all claim they are doing something. I received a call in early July from a manager who said she was looking into this and would submit a request since I had COVID in January (which I also shared with the customer service agents) and she would call me back in two days. It's been a month with no follow-up. This seems to be a trend with submitting requests and then it's radio silence. Planet fails to communicate and give proper communication. I received a packet in the mail from the VP basically saying it's our fault Planet failed to say they would report our payments as late. Saying you're going to report the payments isn't the same as "we will report them as late while you are in the program". I offered to supply paperwork showing where I had COVID in January, but was told they didn't need it. This issue started when I spoke to customer service in May and was told our payments should've never been reported late. She submitted a request and again, no follow-up. I've been continually making calls ever since. What more documentation proof do they need?

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