Consumer complaint received 2022-05-15
Company: LD Holdings Group, LLC
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
We refinance our loan with Loan Depot in XXXX of XXXX. Our loan representative was XXXX XXXX. My wife and myself advised her numerous times during closing that we live in a rural area and do not receive mail at our physical address. All our mail is delivered to our po box at the post office. Attached is an email dated XX/XX/XXXX to XXXX XXXX regarding the XXXX XXXX XXXX. 

After our loan closed, I set up recurring direct deposits with my bank using the Loan number XXXX that was provided on the closing documents. On XX/XX/XXXX I received a delinquent notice from Loan Depot claiming that they had not received XXXX and XXXX payments. I immediately contacted my bank and was told that Loan Depot had refused our payments and returned them. I contacted Loan Depot and was told that my loan number had been changed to XXXX and my loan was moved to Loan Depots servicing center in XXXX XXXX New Jersey XXXX I explained to the Loan Depot representative that I did not receive any kind of notification that my loan number had changed or moved to a different address. The representative then told me that my statements and notifications were mailed to my physical address and not my po box . Even though my XXXX and XXXX payments were received on time they returned the payments to my bank and reported the payments as late to the credit reporting companies, thus damaging my credit score. I tried resolving this issue with our loan representative XXXX XXXX only to be told by her manager that all complaints must go through their Customer Care Department. Ive written numerous letters to the Customer Care Department explaining what happened and to remove the delinquent reporting on my credit report. Each time I received the same form letter that they were unable to accommodate my request. I then contacted the XXXX and received the response below from Loan Depot dated XX/XX/XXXX. 

It was determined that XXXX XXXX did advise his loan officer that all mailing should be sent to his XXXX XXXX XXXXXXXX address at the post office as he does not receive mail delivery at the physical property address of XXXX XXXX XXXX XXXX, XXXX AZ XXXX. As a result, he did not receive the servicing transfer notices dated XX/XX/XXXX, or the notices dated XX/XX/XXXX and XX/XX/XXXX advising the monthly payments were sent to the incorrect payment address and forwarded on his behalf. 

Loan Depot refuses to acknowledge their employee XXXX XXXX was negligent in her duties and responsibilities and did not follow my written instructions to correct our address. Her lack of attention to detail created the chain of events. I was never afforded the same courtesy as other Loan Depot customers of receiving the servicing transfer notices that my loan number and servicing center had been changed. If I did this never would have happened. 

Im asking that Loan Depot accept responsibility for their employees actions to which they have admitted in their XXXX  response above and remove the delinquent reporting on my credit report. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation