Consumer complaint received 2018-06-25
Company: LD Holdings Group, LLC
State: TN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I was 60 days behind on my mortgage. I was behind by payments due for XXXX & XXXX. I have the funds now to catch up the 2 mortgage payments for XXXX & XXXX, and plan to have the funds to make the XXXX payment - onward shortly. ( I lost my former job a could months ago and things have been tight financially, but have started a new job, and am getting back on track! ) I attempted to make both the XXXX & XXXX payments online, but loanDepot will not allow me to have access to my online account anymore. loanDepot has told me that because I am 60 days behind, I am only allowed to make payments over the phone ... 

I attempted to make the payments over the phone on Thursday XX/XX/XXXX. I made one of the payments using their automated payment system, and another via speaking with a representative, where the phone representative told me I was not allowed to make more than one payment in one day (? ) and so the second payment would have to be dated Friday XX/XX/XXXX (? ). 

I am concerned because ( 1 ) payments are supposed to post within 24 hours and neither of the payments I made have posted and ( 2 )  because loanDepot will not allow me to use my online portal to make the payments ( where I would be able to screenshot or save a copy to document my making the payment ) I have no way to prove I made 60 days worth of mortgage payments to loanDepot within a reasonable number of business days before I would otherwise fall 90 days delinquent. I am afraid loanDepot is going to attempt to take my house. 

The two payments I have made to loanDepot I made using the exact same account I usually use to make payments from, and for the past 13 months, every other payment I have made toward the mortgage has posted within 24 hours with no issue. 

I asked the phone representative if I could record the conversation to have record of making the payments and the phone representative told me that was not allowed. I asked if loanDepot records the phone call and the representative said the calls " can sometimes be recorded for quality assurance '' but told me I was not allowed to record the call. Which sounds extremely suspicious. It feels as if loanDepot is setting me up for having no record of having made the payments to them before falling 90 days past due. 

Also -- loanDepot charges an extra {$5.00} to make a payment over the phone. Which is unfair, given the fact they will not allow me to make a payment online currently. 

I DID record the phone call making the payment using the automated system, so I at least have that recorded/documented for now! I also did/was recording the call with the phone representative, although it sounds as if I would be unable to use it possibly. But my reason in filing this complaint is to avoid ending up in a situation where I am battling with loanDepot over my home. And also to address the inconvenient policies loanDepot has which make it difficult to catch the mortgage payments back up. Just to be clear : I am NOT 90 days late! I was attempting to make 2 months worth of mortgage payments while I am still LESS than 90 days behind! 

Please someone assist me in how I can get this resolved quickly before it escalates any further!

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