Consumer complaint received 2018-01-05
Company: LD Holdings Group, LLC
State: MO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Our mortgage payment to LoanDepot was {$1200.00} all of XX/XX/XXXX. We set up an automatic payment of {$1300.00} per month to cover this. When we received our XX/XX/XXXX statement outlining the payment due for XX/XX/XXXX we were shocked to discover that our payment due had jumped to {$1800.00}. We have a fixed rate mortgage that includes escrow and were never advised of this kind of increase being possible. Our first call was made around XX/XX/XXXX. The loan officer that closed this loan would only tell us to call customer service to discuss. Customer service was not able to give us an answer until our sixth call. During one of these calls we were advised that the website we had been going to was not the right one and that they had just changed their site. Then we were told that our taxes had gone up so our escrow was insufficient for the end of year taxes that were due. Our county assessor advised us that our taxes had actually gone down. We decided to pay {$730.00} to avoid any issues and expected to see our regularly scheduled payment of {$1300.00} come out on XX/XX/XXXX. We were again shocked to see that both {$730.00} and {$1800.00} had been drafted by LoanDepot. On XX/XX/XXXX Several e-mails requesting that someone from LoanDepot call us back ( one to each individual listed when we sign in to our account on LoanDepot.com and one to customer service ) were responded to with requests that we call customer service or e-mail a different customer service e-mail address. One even said that they do n't draft payments!!! We did not want to call customer service because that was how we ended up in this situation in the first place. We did not receive a phone call from anyone so we called. It took 15 minutes to get a live person on the phone. On this call the representative made a similar claim about our taxes going up. When asked whether this kind of increase seemed normal she only said that it could happen. When asked for details about our previous conversation with customer service the agent claimed the calls were recorded but claimed she did n't see any notes about that conversation. We asked that they review that recording to find out if their representative had advised us that the automatic payment would be {$1800.00}. We did not agree to our automatic payment increasing beyond {$1300.00}. The customer service representative claimed that the payment would match the statement and that this was in the documentation about the automatic payment. We asked to talk with someone that was involved in analyzing our taxes and adjusting our escrow and were told that they do not take phone calls but we could e-mail yet another customer service department. This e-mail was met with an automated response on XX/XX/XXXX at XXXX that said our question had been received and we should expect a response within 24 hours. It has been well over 24 hours as of the writing of this complaint and we have not received any further communication from LoanDepot.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief