Consumer complaint received 2018-02-21
Company: LD Holdings Group, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My original mortgage was thru XXXX XXXX. 
Loan Depot acquired my loan.up until XXXX, my monthly payment was made online thru the XXXX XXXX web site. In XXXX the wen site was no longer valid. I was rerouted to the Loan Depot web site.

Unfortunately I unable to log in and make payment online. My wife called in to loan Depot spent several hour on the phone trying to resolve this issue. She finally attempted to make a payment over the phone. That failed! 
I attempted to log on once again with no luck. 
I called customer service. Spoke to a customer service representative who's name I do not recall. The service representative asked for the account number and routing number of my checking account. When I called out my account number I was told that he did not need all the digits. There are a few XXXX and XXXX 's both in the beginning and the end of the account number. I asked him several time if he was sure he didn't need any more digits. I was assured that everthing was correct and that my payment was processed. The online issue was also resolved. Fast forward a month. It is know XXXX. I start reviving collection notices from Loan Depot. I log on to my mortgage account. 
To my surprise not only do I have late fees being assessed. I have a double payment do! 
I immediately call customer service. I requested to speak with a supervisor. I was connected to a young lady by the name of XXXX. XXXX was very apologetic. She quickly locates the problem. She noticed that the customer service representative I had spoken with in XXXX inputted my checking account number in correctly. XXXX was able to look up my payment history corrected the account number and process both payments for the month of XXXX and XXXX. My concern was the reporting of a late payment to the credit bureaus. XXXX assured me that she would request a rebuttal, and that the issue would be resolved. Fast forward another month. I log in to make XXXX 's payment. Only to find out that I still have a late payment attached to my account. I call into customer service. Request to speak to a supervisor. I was connected to a supervisor by the name of XXXX extension number XXXX. Extremely unprofessional supervisor. Argumentative, combative, and ineffective. After a lengthy conversation, she agreed to open up an investigation. I was told that she would contact me within the next few days. It's been over a week and still no contact. I called in on XX/XX/2018. Once again I requested to speak to a supervisor. A young lady by the name of XXXX is introduced to me as a supervisor. I start to explain my situation. I am quickly interrupted by XXXX. She begins to tell me that its my falt the error was made and there is nothing Loan Depot is willing to do to resolve the issue. I am told the request was denied and that I would be receiving a letter in the mail. At this point I see XXXX ' XXXX attitude had gotten snippy. I requested her last name. XXXX 's response was XXXX XXXX refused not only to connect me to XXXX ( the supervisor that resolved the nonpayment issue in XXXX ) but give me her last name. I asked what other resources I had since Loan Depot was not willing to help. XXXX 's response was contact the credit bureaus. XXXX gave me three numbers for three credit bureaus and all three numbers were incorrect. I would like the credit report issue resolved. Not only is it holding up a refinance. It's also excluding me from qualifying for a home loan on an investment property.

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