Consumer complaint received 2020-12-07
Company: LD Holdings Group, LLC
State: UT
Product: Debt collection
Sub-product: Mortgage debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
On XX/XX/2020, I noticed that my automatic payment had not been completed. I logged into the Loan Depot 's website and made the payment myself. It cleared my bank on that day. On XX/XX/2020, the automatic payment attempted to clear and was refused by my bank for Insufficient funds on the XXXX. I was charged an NSF fee due to this on the XXXX. This is when I became aware that the payment did not go through and on the XXXX, I called Loan Depot 2 times. While speaking with the representative they acknowledged the double payment and told me that they would put in the request to have it returned to my checking account. The second withdrawal did clear the bank the following day ( the XXXX ) and I was charged an NSF charge. I waited a week and did not see my double payment returned. I called back on the XXXX and was told that the previous agent did not complete all of the steps required to return the funds and when I explained that this was causing NSF charges, they told me they would expedite the issue. On the XXXX I called back because I still had not seen anything and was told that a paper check had been mailed to me on the XXXX and to wait until the end of the week. I waited until the XXXX and called back. The new agent told me that the check hadn't been mailed to me until the XXXX and to wait 10 days. I pointed out that it had been 10 days and it was not here and to cancel the check, cancel the request for a refund and to apply the payment to XXXX statement since it was due in 3 days anyway. They stated that would be fine and it would solve the issue. I assumed that had taken care of things but when XXXX rolled around, I began getting calls that my payment was late, I was incurring late fees and that this was being reported to the credit bureaus. I called two more times on XX/XX/XXXX and I was initially told by the representative that I was late, being charged fees and being reported to the credit bureau when I told him how upset I was and that if this wasn't resolved, I would be reporting it to the CFPB. He then hung up on me. When I called back I was told by a supervisor that I needed to work with my bank to find a tracing number to prove that I had been debited twice because they could not find the double payment and I needed to find the tracking numbers for them so they could trace the payment. I attempted to send in the tracking numbers for both withdrawals to the email address I was given ( loandepot.loanadministration.com ). I downloaded the tracking reports and since it was a pdf document, I shared it through the adobe cloud. On XX/XX/XXXX, I noticed that the document still had not been opened. I then attempted to fax the documents to the phone number listed as the recipient of faxed documents on their website ( XXXX XXXX two times and both times received a " fax failed '' message due to the fax number not answering. 
I am in the final stages of obtaining my XX/XX/XXXXlicense and this is going to have a negative impact on that due to this reporting on my credit report. I don't seem to be getting the same answers from anyone when I call and I need help having my money applied to the " late '' statement, having all late fees reversed and having my derogatory marks removed from my credit report so that I am able to get my XX/XX/XXXX license.

Company response to consumer: Closed with non-monetary relief