Consumer complaint received 2023-07-20
Company: LD Holdings Group, LLC
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I bought a new construction townhome in XXXX of XXXX. At closing, I received all of my closing documents i.e. warrenty deed and title documents. On those documents, my name, home address and permanent tax number ( PIN ) were listed. Since XX/XX/XXXX, I was paying on my initial PIN. I started noticing that my mortgage monthly payments were increasing roughly around XX/XX/XXXX. I contacted Loan Depot to see what the reason was. They told me it was because my taxes had increased and that my escow account was in the negative. They said once the escrow was back to the correct amount, then my monthly payments would decrease. However, my monthly payments never decreased and only continued to increase. Every time I noticed an increase in my monthly payments, I called Loan Depot for a reason. They told me the same information as before. I called over four times. Then in XXXX of XXXX, I noticed a huge increase and called Loan depot again. This time I received a different response from the customer service representative and she transferred me to their tax department. The tax department informed me that I had been paying on the wrong PIN. They stated that they would conduct an investigation to find out what my PIN was. Approximately ten days went pass and they told me that they contacted the XXXX XXXX assessors office and they reached a resolution and that my correct PIN was discovered. The PIN they gave me was NOT the PIN on my initial documents ( deed or title documents ). I informed them on what my original documents stated and they said they would launch another investigation. While they did their investigation I went to the XXXX XXXX assessors office to do my own research. The assessors office assured me that my original PIN on my documents were correct. I reached back out to Load Depot to relay this information and they told me it would be corrected. It has NOT been corrected. It is now XXXX of XXXX and I am still having the same problem. I have given Loan Depot multiple documents showing what my correct PIN is. They keep launching investigations saying that they are reaching out to the county and the county is giving them the PIN that they have on file. I have visited the XXXX XXXX assessors office four times and every time I make an in-person-visit they assure me my correct PIN is the original. I have called Loan Depot at least three to five times a week for constant updates about my account. I have begged for call backs from supervisors or anyone who could help me. I spoke to one supervisor who said she would look into the case and help me, I never heard back from her and that was over two months ago. I have called in to speak with their mortgage assistance department because I am no longer able to afford my monthly payments. No assistance. Because of this situation my monthly payments have largely increased. I am paying another persons taxes. I Initially started out paying XXXX for my monthly payments and now I am paying XXXX. I do not believe Loan Depot is effectively communicating with my county to resolve this issue.

Company response to consumer: Closed with explanation