Consumer complaint received 2021-06-25
Company: LD Holdings Group, LLC
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XXXX Loan Depot attempted to take 2 payments out of my XXXX XXXXXXXX account resulting in NSF. ( see attached email from Loan Depot. ) On XX/XX/XXXX I spoke with XXXX XXXX of Loan Depot and she assured me that she would resolve the double payment issue. 
On XX/XX/XXXX I forwarded a message to Loan Depot advising that I had been billed twice for my XXXX mortgage payment requesting that the second mortgage payment be removed. 

I also spoke with XXXX at Loan Depot on XX/XX/XXXX in an effort to insure that the double payment issue had been resolved. XXXX was totally confused concerning the situation and suggested I visit the website. 

On XX/XX/XXXX I received message from XXXX XXXX of Loan Depot advising that my inquiry about the double payment had been received and that it would be 3-4 days before i would receive a a response. ( see attached document from XXXX XXXX ) On XX/XX/XXXX, I engaged in live chat with Loan Depot employees XXXX, XXXX and XXXX. I told them that I never requested a refund of my XXXX payment only cancellation of the unauthorized second payment. Ialso asked why the proceeds of the check weren't used to pay my XXXX payment. ( see attached messages ) They said they couldn't help me and I would have to contact customer service. 

Nobody at customer service answered the phone. I then sent a message on the website to Loan Depot including my live chat requests. 

On XX/XX/XXXX, I called customer service and was sent to XXXX XXXX # XXXX. She told me that she couldn't help me but could only take a payment. She also told me a check for my XXXX payment had been mailed to me on XX/XX/XXXX. Then I asked her why the proceeds of the check hadn't been applied to my XXXX payment and she said she couldn't help me and tried to transfer me to Customer service. After waiting on hold for several minutes, XXXX came back on the phone advising that Customer service was swamped and she couldn't transfer me. She gave me the phone number for Customer service and suggested I call. 


I then called customer service and XXXX answered the call. She advised that I should wait until the afternoon to call. 
On XX/XX/XXXX I received a message from XXXX XXXX advising that Loan Depot had received my request to stop payment on the check Loan Depot had prepared and that the check had been cancelled with the proceeds applied to my loan. She further stated that this " had hit my credit '' since Loan Depot didn't receive my XXXX payment. ( attached is a copy of Ms XXXX 's message to me ). 

Inasmuch as I never cashed the check sent to me by Loan Depot, the {$2100.00} representing my XXXX payment never left the possession of Loan Depot, I had not received the check Loan Depot allegedly mailed to me when Ms XXXX stated that the the payment had been reversed and this " had hit my credit ''. 

Subsequently, we filed a complaint with XXXX XXXX and XXXX concerning Loan Depot 's inappropriate reporting that we were 30 days late on our mortgage payment even though it had the proceeds of our Mortgage payment check in its possession during the entire 30 days. 

I received a check from Loan Depot in the amount of {$2100.00} on XXXXThe check was issued on XX/XX/XXXX and was mailed to me on XX/XX/XXXX. ( see the attached envelope and check from Loan Depot ) In a letter dated XX/XX/XXXX, from Loan Depot the undersigned was advised that we had been removed from the Payment Drafting Program. We were further advised that " You must now resume making payments on your loan by making payments on your loan by mailing your check to the address provided on your coupon, by using our online payment system or by phone at XXXX ''. ( See attached Loan Depot Letter dtd XXXX/XXXX/XXXX ). 

On XX/XX/XXXX, the undersigned submitted a mortgage payment to Loan Depot. 

On XX/XX/XXXX, Loan Depot returned the undersigneds ' mortgage payment to XXXX XXXX, our bank. ( See attached Loan Depot payment history and XXXX XXXX memo confirming Loan Depot returned our mortgage payment ). 

On XX/XX/XXXX the undersigned called Loan Depot and spoke with XXXX, employee # XXXX. We provided her with our checking account information so our mortgage payment could be paid as approved by Loan Depot in in its XX/XX/XXXX letter attached hereto. 

On XX/XX/XXXX, the mortgage payment made telephonically by the undersigned, thru Loan Depot employee XXXX, on XX/XX/XXXX was returned to XXXX XXXX. ( See attached Loan Depot Payment History ). 

On XX/XX/XXXX Loan Depot prepared a letter advising that it was unable to find my mortgage payment. ( See attached XX/XX/XXXX Loan Depot ltr. ) On XX/XX/XXXX, the undersigned mailed a mortgage payment check to Loan Depot by priority mail to the address on the payment coupon. 

On XX/XX/XXXX the mortgage payment check was delivered to Loan Depot at the address on the payment coupon. ( See attached United States Postal Service tracking document/receipt ). 

On XX/XX/XXXX, the undersigned contacted Loan Depot about delivery of our Mortgage Payment check. XXXX XXXX, a Loan Depot employee, advised us that because the check arrived on the weekend, it would be processed the following business day. ( See attached XX/XX/XXXX ltr from Loan Depot employee XXXX XXXX ). 

On XX/XX/XXXX, we received a letter from Loan Depot employee, XXXX XXXX, that Loan Depot was unable to find our Mortgage Payment check which was delivered to the Loan Depot mail box by the United Postal Service on XX/XX/XXXX. ( See attached XX/XX/XXXX ltr from XXXX XXXX ) On XX/XX/XXXX Loan Depot imposed a late payment fee of {$100.00} on us. ( See attached Loan Depot payment history ) On XX/XX/XXXX, a letter dated XX/XX/XXXX was mailed by to us returning our Mortgage Payment check that was deposited into the Loan Depot mail box on XX/XX/XXXX. The letter was mailed AFTER the late payment fee was assessment was posted on the Loan Depot website. ( See attached XX/XX/XXXX Loan Depot letter ). 

We request that the CFPB order Loan Depot accept payments from us in accordance with its XX/XX/XXXX Loan Depot letter allowing payments by personal check, telephone or thru the Loan Depot online payment system. 

It is further requested that all late payment assessments be waived and that Loan Depot transmit no derogatory information to any credit bureaus or similar organizations concerning the undersigned concerning the issues raised in this complaint. 


XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX 
XXXX, Az XXXX XXXX :

Company response to consumer: Closed with explanation