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December 2023 by kristi traughber
Each representative tells you something different. Loan is in my husband's name and it's on a repayment plan after a rough month out of work. They'll only let it be payed by phone until it's current. I was reassured in the beginning I can make it myself but some take it from me no problem, others make it a hassle. I can't tell if it's poor training, communication, or management, but never have I ever had to fight so hard for a company to take payment.
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December 2023 by Tanya Justice
This company's lack of communication between different departments is ridiculous!!! I acquired a renovation loan to fix up my property that I purchased. After completion, I wanted to refinance the property. Upon getting a new appraisal, I had to pay out-of-pocket $550.00 to install back porch railing & a PVR tube on the water heater; however, this cost could have come from contingency funds while the property was under construction. PHL never said anything about a "health & safety issue" until I refinanced so I'm wondering how it ever passed inspections during 14 months of construction?! Not only did they cost me money but they are super slow in processing paperwork & making decisions! Constantly asking me for more letters of explanations because their departments don't share information amongst each other! I'm soooo happy that I'm about to divorce them and never give PHL another penny of my on-time payments!!!
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November 2023 by Vicki Bartlett
Loan officer was very courteous & very helpful during the whole process of my loan. She went over & beyond. I highly recommend this company!
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October 2023 by Payton Cada
You pay your mortgage and the money doesn't actually come out of your account for a week. Extremely inconvenient for no reason
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September 2023 by Jitsist Jitsist
Horrible, horrible, horrible! Zero stars should be an option.
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September 2023 by Courtney Williams
Heidi Richey and the Planet Mortgage Team were amazing. We have run into a lot of issues with selling or refinancing our home, but Heidi was able to help us with a much needed refinancing. The process was quick and Heidi was responsive and kept us up to date on everything that was happening.They helped us when we did not think it was possible.
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August 2023 by Chris Richerson
Karen always presents herself as knowledgeable and willing to get her clients the best possible scenario for servicing their loan needs.She can provide pointers to help get your credit to a point that your buying experience will be best serviced. Give her a try for your financing or refinancing needs!
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August 2023 by Logan Cooper
Working with Heidi Richey, our lender from Planet Home Lending, was a pleasurable experience. I am a new home buyer and she answered every question I had and then some. After working with her, I had more knowledge than I did before I began the process of buying my home. I would recommend her and Planet Home Lending to all of my friends and family.
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July 2023 by Jonathan Brewster
Poor service. They bought my mortgage and I never got notified. Causing a late payment.
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February 2023 by Daniel J. Hume
RUN AWAY FROM THIS COMPANY!! This company recently took over my mortgage and the first 60 days has been a nightmare including submitting fraudulent credit notices and late fees. I’ve called and emailed everyday for the last 2 weeks balms continue to get the run around, they can’t even let me talk to a manager that’s located in the US. I would run away from this company before they scam you as well
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January 2023 by Madison Pierce
I wish that Planet would have never purchased our loan from another company. In AUGUST we tried to change our bi-weekly payments to our new bank account. For the following FOUR MONTHS we have suffered with having to call and attempt again and again to get them to take our money from the new account. I have emailed the new account information numerous times. The first time, they just skipped over it because we were already set up for auto draft, they did not even bother to compare the account numbers to see if it was updated information. The second time, they only updated the account number, not the routing. The situation was escalated to a supervisor who promised to monitor the account and make sure that everything was updated and the drafting went through properly, yet that did not happen either. Each time I called and spoke directly to her, it was as if I was a burden for wasting her time.In November, they FINALLY withdrew the biweekly payments (after I had to write and mail a check to them to cover the previous month that they couldn't manage to draft from the account). I thought it was resolved and things were back on track until December when our first payment date went by and they still did not take the payment. So after probably our 10th+ call in the last four months, we had to manually authorize the two payments for December and they claim to have resolved the issue and the bi-weekly auto draft will begin once again in January.I will believe it when I see it, and I hope my husband and I do not have to continue to waste our time reaching out to them to try to resolve it. This is the worst customer service experience I have ever had.
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November 2022 by Ashley Beslagic
STAY FAR AWAY FROM THIS COMPANY! When we bought our house, our loan got bought by this company and it’s horrible. We paid our payment on time this month and we got a letter 2 weeks later saying we didn’t pay. Checked our accounts and money was never drafted. Called planet home lending and they said we paid out of an account we have never had before! I said there must be an error. We paid it a second time, this time on the phone with a representative. I gave him my full account number and asked for the mortgage note to make sure of credit reporting terms (we didn’t want to be credit reported for something that wasn’t our fault!) The man was so rude and was acting like I was bothering him or being paranoid. I explained we have never been late or missed a payment and we take our bills (especially our HOUSE!) very seriously! Today, 5 days later, the money still isn’t taken. I called last night to make sure there was no issue. They said to call back today but that I needed to be mindful of my time zone. I said I was in EST because we are in Georgia. She insisted I live in Central Time…I literally don’t even have words for that statement. The woman doesn’t know time zones but she is handling my mortgage?! Just called and yet AGAIN money was trying to draft from a wrong account number! The rude representative typed it in wrong (or did it on purpose). Today is the 28th and I now have to make another payment in just 3 days. It’s just wrong and honestly negligent! Numerous days, calls, different representatives and only just now were they able to figure it out!
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October 2022 by Kendra Pringle
0/10 DO NOT recommend. Actual thieves. Called to find out whether paying bi-weekly would be an option. With zero communication about when the payments would start being charged bi-monthly (so we could coordinate with our paychecks), PHL just started taking the money out. No discussion or warning, they just took the money without telling us when, or getting our final approval. We paid our mortgage on the first, and then they tried to take money out in the middle of the month, on an unexpected date. Keep in mind, our mortgage with them is $2400 ... that's $1200 per paycheck for us. So, we called to see if they would adjust the dates, because the dates they arbitrarily chose were too close to when we paid the mortgage on the first, and didn't give us enough time to get ahead of the mortgage by $1200. They wouldn't budge, so we cancelled the idea all together. They agreed to cancel, over their recorded line. Fast forward a month ... they did it again successfully. We paid our mortgage, $2400, and not a week later THEY TOOK ANOTHER $1200 FROM OUR ACCOUNT. That's money for the rest of our bills, for gas, for us to freaking EAT for the next two weeks. Even if they agree to reverse the charge, that takes 7-10 days, which means all the bills on autopay get bounced back, which is $40 per NSF charge. I have at least 6 bills that will get screwed this way, not to mention, how am I supposed to pay gas and feed my kids??? They literally stole TWELVE HUNDRED DOLLARS from me and I have to try and get that back. This is an inexcusable mistake. I've got about 200K in equity on my house, and as much as I hate to do so, I'll be refinancing my mortgage. Literally don't care about mortgage rates at this point. I don't want this disreputable and dishonest company to get another dime from me and my family.
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October 2022 by Laura
Very upset with the treatment we've received the last two months. First, despite having sent in a document allowing me to handle payments on information on the account, they apparently never entered it into the profile because I was unable to get information today. Second, they took the full amount of our payment from one account, when I explicitly told them to take half of the payment from one bank account number and the other half from a separate bank number. They put me through unnecessary stress last month when I found my bank account was -$400!! Now I've got all these "return fees" because of their mistake. Husband wants to find a new lending company ASAP.
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October 2022 by jason marquis
Ed Warfield is an absolute gem to work with. I called him not expecting him to be able to work a unique situation for me but he did it masterfully. This is a guy who A) Cares about people, B) Cares about Veterans, and C) Is an EXPERT in his field. Throughout my mortgage process Ed went the extra mile to keep me informed and expedite the process wherever possible. There was some confusion with the appraisal (not his fault) and Ed applied the correct amount of pressure through the channels available to him to ensure we closed as expected.I have written some reviews in my days...mostly good reviews, with a few bad ones. I have never had the pleasure of writing a review like this one. I highly recommend ALL Veterans and any others in need of expert mortgage services (new or refinance) contact Planet Home Lending and specifically Ed Warfield. He will be my mortgage lender for life.To the folks at Planet Home Lending - thank you for employing someone with as much industry experience & expertise, willingness to ALWAYS go the extra mile, and caring for fellow people. I will tell everyone I know about PHL & Ed.This guy deserves a significant amount of recognition....period!Jason Marquis
