Consumer complaint received 2023-09-28
Company: LD Holdings Group, LLC
State: LA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Escrow, taxes, or insurance

Complaint:
I have been waiting for months for the payment from Loan Depot. They have been holding over {$100000.00} for months. They were insisting I find receipts and vendors from years ago to satisfy their requirements. 

Recently a new processor was apparently assigned my case and called to discuss. I explained this to her. She seemed much more reasonable by explaining that essentially if I just wrote an explanation stating no contractor 's liens could exist on the house then all would be processed following inspection. Below is summary of the following 60 days of interactions. 

XX/XX/XXXX - Received call from new processor XXXX XXXX. We discussed that all was complete. She would resend the information regarding what I should send in support and she would begin the inspection process ( 3rd party to confirm all was in order at the house ). 

XX/XX/XXXX- She sent via email the information. 

XX/XX/XXXX- I received contact from inspector via text to begin the process of arranging inspection. 

XX/XX/XXXX- I received another request for the inspection. It is unclear if this is same company as first request or if this is different company, but I replied as I was already overdue for responding to the first one. 


XX/XX/XXXX- I provided the requested information and inspector said all would be to Loan Depot in 3-5 days. 

Also sent statement of no liens on this date to Loan Depot as instructed. 

XX/XX/XXXX - Received email confirming receipt of my submissions from XXXX from Loan Depot XXXX 

XX/XX/XXXX - XXXX called to discuss. Call log screenshot showing 8+ minute discussion. She did not yet have my submissions ( despite confirmation email ). I again forwarded the email I originally sent on XXXX  while we were still on the phone together. She said she now had all she needed. I requested explanation of timeframe. She said Thursday or Friday ( XX/XX/XXXXXXXX XXXX XXXX XXXX ) of following week I should have the check after it was all processed. 

XX/XX/XXXX - XXXX got the email with the full request for all information again. The same email sent weeks prior on XX/XX/XXXX from Loan Depot to me. It was sent with zero supporting explanation. I did not understand why I would get that if all was done and the check should have been arriving any day. I called ( 22+ minute call shown in call log ) Loan Depot gave me no explanation. Nobody knew what was going on. The person I spoke with confirmed a message was sent to XXXX XXXX to call me with an explanation within 24 hrs. 

XX/XX/XXXX - XXXX have still received no call or update of any type. I email back on the ongoing thread explaining that I need explanations. I included the reference number to the case given by XXXX XXXX in email. A reply came hours later expressing apology for the frustration I was experiencing and assuring that my processor would call. 

XX/XX/XXXX - I email again for an update as I have yet to receive any call or email. 

XX/XX/XXXX- I get a response requesting that I resend 'the information ' and include the property address and loam number, despite the fact that all of the above communication is on the same email thread. This means every bit of info all the way back to the initial submissions is on the very email thread which she is asking for clarity of. I call and have a 25 minute call where I am constantly put on hold waiting for a supervisor to become available. The lady speaking to me said that the supervisor messaged her and told her that we should end the call and that he would call me back personally after the call he was on. This was 7 hours ago and still no call. 

I have made every reasonable effort to communicate and work with Loan Depot. They are stalling/ignoring me and holding my money for months. I can get no answers. All description here is supported via various screenshots of calls and developing email thread. Please let me know what further information is needed to facilitate them answering for this situation.

Company response to consumer: Closed with explanation