Consumer complaint received 2019-08-20
Company: LD Holdings Group, LLC
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
•	First FULL payment made XXXX XXXX via check as instructed, XXXX FOR XX/XX/2019 payment. •	I then followed instructions to set-up bi-weekly payments via budget drafting and paid another FULL payment prior to submitting my form on XXXX XXXX, as instructed, XXXX. •	Budget draft should have been set up to start as I requested on XXXX XXXX;  however the first payment auto-drafted from my account on XXXX XXXX. •	XXXX XXXX - I called LoanDepot and explained the budget drafting was set up incorrectly and the payment needed to be reversed.  After arguing with me about the “budget drafting process” and verifying the payments I made, I was told the payment would be “reversed”. •	I was on vacation in Ireland XXXX XXXX-XXXX XXXX, waiting for my payment to be “reversed” and it never was “reversed” to my bank account. •	XXXX XXXX – I called LoanDepot wondering why my payment was not “reversed” back into my bank account, only to be told a check had been issued and sent to me in the mail. •	XXXX XXXX and XXXX XXXX – budget drafting correctly drafted from my bank account, each payment XXXX. •	XXXX XXXX – ½ payment NOT auto-drafted from my bank account. •	XXXX XXXX – LoanDepot leaves me a voicemail stating I owe a FULL payment that was due XX/XX/XXXX 1 and my budget drafting will not resume until I pay XX/XX/XXXXpayment. •	XXXX XXXX – I return the call, and I am once again, educated on how budget drafting works.  I explain all of the above and tell her the only payment I’m missing is because LoanDepot turned off my budget drafting as of XXXX XXXX  and did not pull my ½ payment.  After I explain all of the payments made above and after an excruciating amount of time waiting for customer service to find out what went wrong.  She explains my XXXX XXXX payment was somehow incorrectly applied to principal. I was told I didn’t need to make up for the ½ payment not pulled from my bank account on XXXX XXXX.  I then went on to explain, yes I did, because the whole point of bi-weekly payments is to save money on interest. I was then told if I wanted to make a ½ payment over the phone there would be a XXXX   fee.  I then asked if I could make the payment online instead, and I was told yes.  I then attempted to make a ½ payment online only to discover the online payment system will only take FULL payments. •	XXXX XXXX – I called LoanDepot back to make my XXXX XXXX ½ payment over the phone.  I was again told I needed to pay a XXXX fee to make a ½ payment over the phone.  I then had to re-explain the ENTIRE situation above.  I asked to speak with a manager and was told by XXXX she knew what she was doing. I was told NOT to make my XXXX XXXX payment at this time and I needed to let the “dust” settle and the XXXX XXXX payment get fixed first. I was talking with XXXX RQS ext XXXX, who said she would monitor this and keep me updated by the beginning of the next week. I reluctantly agreed.  •	XXXX XXXX-XXXX XXXX – I receive no further updates or communication from XXXX regarding this situation. •	XXXX XXXX – I call LoanDepot once again because I notice my ½ payment due XXXX XXXX has been drafted from my bank account.  I have to explain the entire situation again because XXXX  is unavailable. The customer service rep reports he’s unable to verify my half payment has drafted my account today.  I explain I still need to make the ½ payment which was due on XXXX XXXX in order to fulfill the payment due XXXX XXXX (for which I have received a bill).  I am told I will need to pay the XXXX fee to do so over the phone.  After I refuse to pay the fee for a mistake that was made by the LoanDepot Budget Drafting department, I’m placed on a hold to get the fee waived by the “lead”.  I’m then allowed at this time to make a ½ payment (with the fee waived, so generous) over the phone for Monday, XXXX XXXX.  I also confirmed my budget drafting should resume on Friday XXXX XXXX.  I am then told this information will be sent in an email to budget drafting and should all be fixed.  At this time, I request to speak with the manager or director of budget drafting, only to be told they don’t take calls and this will all be fixed soon so I should look on the bright side of things. XXXX XXXX ½ payment, XXXX, made via phone because budget drafting stopped because of LoanDepot incompetence. XXXX XXXX budget draft FINALLY resumes payment XXXXXXXX XXXX payment XXXXXXXX XXXX payment XXXXXXXX XXXX……LoanDepot once again turns my auto budget drafting off, calls me on XXXX XXXX   to tell me I’m a full payment behind. When the half payment for $XXXX should have been AUTOMATICALLY deducted on XX/XX/XXXX to equal a full payment for XX/XX/XXXX. This is the 3rd time they have misapplied my payments which is affecting the interest I'm having to pay.  This is completely ridiculous and every time you talk to them on the phone, no one has any idea what is going on and I am blamed even though I have made EVERY payment and followed their budget drafting instructions from the very start.

Company response to consumer: Closed with explanation