Consumer complaint received 2023-10-20
Company: LD Holdings Group, LLC
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
From the start of trying to refinance my home in XXXX, when a caucasian friend/colleague highly recommended refinance with Loan Depot. I confided in him, my friend, due to him making sound business decisions. However, as an African-American female, the process was complicated with underwriting to the point during that process with the underwriting loan officer XXXX XXXX . I messaged her, asking why they were giving me such a difficult time. Was my race a factor, which is why Loan Depot took over five months to refinance my existing home loan with a XXXX credit score? 

In XX/XX/XXXX, my bank account was compromised by someone accessing my XXXX account, resulting in a late payment. First, I called Loan Depot to try to have the late payment removed from my credit report due to the situation. The Loan Depot representative told me to call the three major credit bureaus and file disputes directly through them. Therefore, I filed the disputes, and Loan Depot initially removed the late payments from XXXX and XXXX, but not XXXX. In XXXX, the late payments were returned back on my credit reports. I called Loan Depot requesting the removal of the negative remarks on my credit reports. In addition, I was informed by a caucasian friend/colleague, a Loan Depot customer , who also encouraged me to ask for the removal of the negative remarks due to Loan Depot previously honoring his request a couple of years ago in XXXX. 

My husband and I were in the process of selling our current home I bought 20 years ago. We were working with a realtor and searching for homes, preparing to apply for pre-approval. I have filed complaints with the XXXX and the NC DOJ regarding Loan Depot reporting my mortgage as late on my credit report when I was trying to sell my home and apply for a new one. I am a XXXX XXXX and operate a busy outpatient XXXX XXXX practice as a clinician and owner. Therefore, when a Loan Depot representative tried to call me during clinic hours, I was unable to answer. I communicated this via email. However, the Loan Depot posted a response to the XXXX without speaking with me and turned the situation around as if I were ignoring her when she responded to the XXXX. They painted me as a bad customer who is not accountable or pays my creditors on time. 

Also, the company 's responses to my complaints were dismissive compared to all other creditors who were impacted or contacted with the same request. Once I filed the complaints, Loan Depot wanted my bank statements. No other creditors had made this request. I asked them if this was common practice and if they had made any other exceptions. I do not want to provide my bank statements to them. That's personal to me. They are not the IRS. The following month, after filing the complaints, I went into the hospital and scheduled a payment online during the hospital stay. However, the account that I no longer use was set for the payment. Of course, Loan Depot returned the payment, and I tried to go online and enter the new banking information. Loan Depot retaliated against me by blocking my online access to make a payment. I called Loan Depot and spoke to a representative who informed me that " your account has been blocked from making payments online for the next year, and we will only accept a cashier 's check or money order from you. '' This was the day after I was XXXX from the hospital, and three days prior to the XXXX payment would be showing late. The Loan Depot representative said, " You will have to mail the payment to our office in California or overnight the payment. '' I was devastated! 

Immediately, I went to the bank feeling ill from my procedure, obtained a cashier 's check for {$200.00} over my payment amount, and went to XXXX, sending the payment overnight, which was nearly {$100.00} more. Then, I prayed that Loan Depot would apply for the payment on time and that my credit would not take another hit. The dream of us buying another home has already been shattered by Loan Depot, and now they are retaliating against me for my complaints. In fact, the response Loan Depot representative, XXXX XXXX from the Escalation Department ( who is NOT consumer-friendly ), invited me to file a complaint with the NC DOJ XXXX She said we still have not seen any complaints from the NC DOJ, as you threaten to file. Also, the second representative who spoke to me in XX/XX/XXXX wanted my bank statements, which is invading my privacy. I spoke to an attorney about it, who said the same thing. They have flagged my account bottom line. I have been racially discriminated against by Loan Depot from the start with the initial handling of my loan, and now being forced to mail my payments for a year. If they can show me that all of their non-minority consumers are treated the same, then I can say I have been treated fair.

Company response to consumer: Closed with explanation