Consumer complaint received 2020-06-25
Company: LD Holdings Group, LLC
State: AZ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
In XXXX of 2019 I applied for a loan with LoanDepot. The employee I first started with was XXXX XXXX. At the time of my application I had explained that because of a divorce that I had a foreclosure three. years prior. I did not have the exact date but thought it was in XXXX. They had me change the date on my application to XX/XX/XXXX so that it hit the three year mark. In order to qualify for the loan it had to be exactly three years. I was due to close the loan in XXXX. The processor XXXX XXXX was very hard to communicate with and as time wore on I had to write several emails but was assured that everything was fine and the loan would go through. I had to pay {$490.00} for an assessor to assure that the home I owned was worth at least double what I was wanting in a mortgage. I paid it. My house more than qualified. Two days before the loan was due to close. XXXX called me and said that he was so sorry but the underwriter had not done his research and that the actual date of the foreclosure was XX/XX/XXXX and that the loan could not be granted because it had to be three years exactly. I was distraught because the loan process had taken such a long time and I needed some repairs done on the house and was counting on this loan to repair a/c issues and other home repairs. He said he would give me the {$490.00} back in a refund as it was the underwriters fault. That it would maybe take some time but he would get it back to me. I received a {$3.00} processing fee back. I made several attempts to call as well as email XXXX and XXXX but nobody would get back to me. I then called the toll free number and registered a complaint with them. Weeks and weeks went by with different representatives from Loandepot supposed to be calling me back and of course they never did. It was very frustrating as they stopped answering any emails or phone calls and the complaint department just kept telling me they were looking into it. Finally a friend of mine, XXXX XXXX, called and spoke to XXXX as well as XXXX XXXX I believe and at that time both promised my friend that they would be issuing me a refund. Two things about this conversation. 1. Thank god it happened because that was the one phone call they could find recorded in which LoanDepot promised a refund and apologized and admitted it was their fault. 2nd-They had no right to talk to XXXX about my situation as we are only friends and his name wasn't on any of the documents and he is in no way probably should have been able to talk to them regarding my application or any of the details surrounding it. Although I'm glad they did because that conversation was recorded and sent to XXXX XXXX so that i could get the refund. I was assured by the complaint department twice that I would receive a check 7-10 days later. It never came. I once again called the complaint department and they told me to get in touch with XXXX XXXX. I emailed Mr XXXX. I had emailed him previously complaining on the department and he never even responded. This time he responded and said that the situation had been reviewed and that a refund wasn't warranted when I emailed back that I had already been guaranteed one by LoanDepot he said who by XXXX. I said by XXXX and others in the complaint department. Finally, and only because I told him I was going to complain to you did he hand it over to XXXX XXXX. Now mind you for four months I could not get anyone to respond to me not XXXX, not XXXX, not XXXX and the complaint department would say one thing and it would never happen. Everyone said they would get back to me and then wouldn't. When I said I was going to contact you all of a sudden I'm getting emails at XXXX XXXX and a promise that I would get a check overnighted to me by XXXX. The check should be here tomorrow. I'm not holding my breath but I am hopeful as Mr. XXXX is the only one who answered quickly and sent me copy of the XXXX Label he intends to use. Although hopefully this situation will be over tomorrow, I just don't want anyone dealing with the level of unprofessionalism, the non responses and the empty promises the way that I was. Like I told them it isn't about the {$490.00} so much as it is the legal/moral issue of saying to a consumer you are going to get a refund and then four months later after phone call after phone call and email after email the only way I received any action was to let them know I was going to be reporting them to you. It was very frustrating and caused me a great of anguish and time and energy. Four months of promises and unprofessional no response especially from XXXX XXXX who totally ignored my first email to him. Mr. XXXX was professional and courteous and efficient. He answered promptly and decisively and is the only one that seems to understand and took immediate measure to fix the situation. I will attach the emails that I sent as well as Mr. XXXX 's responses. Once again I was not upset about being turned down for the loan as I knew it was a possibility because of the foreclosure. But to be assured I was going to get the loan and then didn't then was assured I would get a refund and didn't and the fact that the whole process has taken over 6 months total to be resolved and only resolved because I told XXXX I was going to be contacting you. It's just wrong. The only reason I finally received any kind of closure was basically saying you leave me no option but complain to you. That's wrong. Having 3 LoanDepot employees promise something and then having XXXX say sorry it isn't warranted is wrong. I think this happens to a lot of people, once the company realizes they aren't going to make any money off of you, you no longer receive any customer service..they just want you to go away. I just couldn't do that. I'm sure I'm not the only one who has been dissatisfied with this company. Just a side note ... when they were told they issued me a {$3.00} refund they told XXXX that I must have been mistaken and that my bank account was probably overdrawn by {$3.00} that I wasn't understanding what I was reading..A little insulting.

Company response to consumer: Closed with explanation