Consumer complaint received 2018-07-23
Company: LD Holdings Group, LLC
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
LoanDepot.com , LLC XXXX XXXX XXXXXXXX XXXX , XXXX XXXX, CA XXXX ( ph ) XXXX XXXX agent : XXXX XXXX NMLS # XXXX XXXX Borrower : XXXX XXXX Loan # XXXX I started to ask refinance on XX/XX/XXXX over the phone and lot of talks and information given. Agent XXXX XXXX started my application file over the phone and emailed me same time while talk over the phone. He urged me to pat partial fee {$500.00} prior to loan approval in order to process my file include {$19.00}. XXXX lock the rate fee. I thought something fish not usual requirement from regular bank. Without income proof document, make me to pass and appraisal and review document later but partial fee ahead of review case.. Nate even promised me to refund if declined or not pass my loan application. 
He applied discount and I paid {$420.00} fee and extra {$19.00} for locking rate on XX/XX/XXXX same day when I talked to him over the phone about their finance products. 

on XX/XX/XXXX start to talk and urged and being pushed to pay in advance to review in order to process the application on XX/XX/XXXX loan progerssed on XX/XX/XXXX credit score reported on XX/XX/XXXX loan disclosure sent and sign required on XX/XX/XXXX loan # XXXX LOAN APPROVED - tax report more pages needed on XX/XX/XXXX loan declined due to not accept income wired from out of US on XX/XX/XXXX XXXX emailed me " Im going to escalate this to my manager and see if we can get this one refunded. I will follow up Tuesday ''. this is the last. I contact, emailed him not no reply yet. I also contact credit card bank to file this refund dispute. 

They should have review and process loan application after they review necessary income proof and should have informed me their policy. not count wired income from out of us or else. They did not even get all documents form me and asked me to partial fee {$420.00} ahead of review my file and make it pass otherwise refund the fee. 
XXXX later said '' dont worry, i will make you pass '' actually he made my file pass for appraisal then turned down due to not accept income wired from out of US.

INN, my husband work for XXXX XXXX  so we get wired money. Whatever money is income to enough to pay potential mortgage. They didn't explain me on 1st day XX/XX/XXXX about their policy, rather push and urge me to pay partial {$420.00} and {$19.00} paid in advance. If they didn't urge me I would not pay in advance. XXXX said to pay same say when start to talk so that they can hold good rate and process my file, otherwise i will lose the day rate and disclosure and they can not process. To begin to process the loan application, i must pay the fee in advance. 

House value estimated more than loan amount, back acct has enough balance to pay mortgage, excellent credit score, no other loan or debt, ..there were no reason they deny.. My 1st primary mortgage balance is very low and I wanted to refinance Equity loan and primary mortgage. Loan Depot abused customer who wants refinance to pay partial fee in advance, prior to review income proof documents.

Whatever they say, LoanDepot made mistake at first on XX/XX/XXXX. They even did not collect all income proof document from me, they pushed me to pay partial fee ahead of submitting documents. Even same day they ordered credit report,, so quick while talk, put me pause and took some action next, next..

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