Consumer complaint received 2019-08-05
Company: LD Holdings Group, LLC
State: VA
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XX/XX/2019. I started the refinance process for my primary home and my one rental properties. Spoke with representative XXXX XXXX. They ran my credit and saw that I has Excellent credit ( XXXX XXXX  shows XXXX ). My documented income is clearly over XXXX. I submitted enough paperwork to kill a forest. ( paystubs, W-2 's, Taxes, Mortgage Docs, leases, etc ). I was also working with XXXX XXXX to see who can get me better deal ( XXXX XXXX was dying to work with me ). Loan Depot requested appraisals on my properties. I told them that XXXX XXXX  already did the appraisals a week earlier. XXXX XXXX said that they can not use those appraisals because they need to use their own ( at {$490.00} a home. ) She insisted that I get refunded at closing. She also saw that I had other rental properties when pulling my credit and said that loan depot can re-finance those too. I told her that I want to hold off until we get the first ones done. She worked up quotes anyway and insisted I re-finance. I insisted I did not want to pay for more appraisals. She knew i wasn't happy about paying for more appraisals so she emailed me and said they could waive the appraisal on my primary home. I paid the initial {$19.00} to get the process moving, but told her that i want to be charged on a different card if i go through with the other loans, and to not use the initial card given. I spent almost a month of giving them every shred of paperwork needed, I received a contingent approval. When XXXX and I spoke last before she disappeared, I told her that I did not want them to charge my card for appraisals. She emailed me and left me voicemails that she needed for me to confirm my payment for appraisals or application will cancel. I never gave her permission and loan depot charged me for appraisals on XX/XX/XXXX and XXXX. I called XXXX and never got a response. I was now dealing with a XXXX XXXX another account manager. He started requesting documents all over again after I had given everything to XXXX. I submitted everything again and then I get a email saying that I was not approved because they can not verify employment. I have worked for the same company for 6 years now, they had all my info from the beginning ( paystubs, W-2 's, tax returns ). I was done working with loan depot because other mortgage companies had approved me already, I emailed XXXX XXXX and asked them to refund the money the fraudulently charged on my card. He forwarded my email to XXXX and her supervisor but still never responded to my voicemail. When I finally spoke to XXXX she said that she didn't understand what happened because she submitted all paperwork needed and that they will not refund my money and that I will have to " eat the cost ''. I asked to connect me with her supervisor and she put me on hold. She said her supervisor was busy and will get back to me. ( also emailed her and kept me in copy, but still nothing ) I never heard anything from her supervisor, waited a couple of days and emailed the customer care center. They auto-replied and said someone will contact me, that never happened either. I gave them every opportunity to make this right. Once I was of no value to them, they didn't have any professional courtesy to investigate the matter. I have emails of correspondence that shows they acted in bad faith. They probably thought that this issue will just go away, and I would not fight this. I spent a better part of my life in the military and I was taught to not lay down in a fight. I will pursue this matter until I get some resolution. If this matter isn't resolved I will use Social media to share my experience and express my concerns with Loan depot.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with monetary relief