Planet Home Lending, LLC - Augusta Evans Town Center Blvd, Evans

While trying to resolve an escrow issue (not our fault) the customer service representative hung up on me. Highly unprofessional.

I refinanced my loan in July 2020. State farm sent over a copy of my declaration during the refinance process. In September 2020, I was notified that they had not been paid. I called 09/02/2020 and was on the phone (between transfers and being placed on hold for almost 2 hours) I was advised that they still had the old company's information and that they had never received the declaration (which I don't believe). During that call I resent the declaration and was assured that a payment was going to be sent and they should have it by that Friday 09/04/2020. On 09/16/2020, I received an email from State Farm stating they still had not received a payment. I called and spent another 1 1/2 hours on the phone (between being on hold and being transferred), while the lady told me my payment had been prepped but not sent (whatever that means). I then was guaranteed that my payment was being overnighted and I should allow 48 hours at most for it to be received. I opened my email 09/21/2020 to another notice from State Farm asking where the payment was. I spent another 41 minutes on the phone just to be told that the payment went out that day 09/21/2020 and was sent overnight. 09/22/2020 State Farm informed me my homeowners insurance was cancelled. This has been a damn nightmare. Another update 10/8/2020* I just got a bill in the mail bc after all of that when State Farm got the check... it was for the wrong amount so I still owe, and I’m not even going to bother having these people send it!

Does anybody here answer the phone?? Spent 30 mins on hold right now AND yesterday!!

Horrible customer service. I have an exceptional credit history with this company. Zero late payments ever from the start of my loan for 15 months. I refinanced my loan with another companyand was given a payoff quote good until 7/8. Closing was delayed from 6/28 to 7/1 which was going to delay my payoff by 3 days and crossing over months. I called to inform them of the situation and waited on hold for hours, emailed over 7 times in a week with no response. I told each time the account was being paid in full please don't report the payment, I gave all the details of dates, new company, amounts. They reported the payment late on 7/6 even though i closed on 7/1 and my credit score dropped 83 points. I have NEVER missed a payment with any company and during a global pandemic this company decides to treat its customers like this. Shameful. Custome service is nonexistent, compassion and understanding nowhere to be found. Run and don't ever do business with them.

Can y’all please sell my loan to another company.. horrible experience and a complete nightmare

They are extremely slow at what the do use someone else