Consumer complaint received 2022-08-26
Company: LD Holdings Group, LLC
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I entered COVID forbearance in XX/XX/XXXX and was scheduled to come out of forbearance in XX/XX/XXXX. In XXXX, I contacted LoanDepot New Jersey Center to discuss options. I was informed that my loan was being transferred to the LoanDepot Texas Center. I reached out to the Texas Center and they told me my loan was still in the transfer phase and waiting for the title, and to call back in a couple of weeks. I called back and it was still finished transferring. Finally, on XX/XX/XXXX, my loan was transferred and I was assigned to a Borrower Advocate and to reach out to them to discuss options. I reached out to my borrower advocate, XXXX XXXX XXXX and she ended up extending my forbearance until XX/XX/XXXX and told me to reach out to her in XXXX to start my loss mitigation package. I reached out to her in XXXX and she emailed me the application. I completed and sent her the requested documents. She confirmed she received everything and my application was complete and underwriting. And that she would reach out once completed. A couple of weeks later, I contacted XXXX XXXX XXXX because I had late payments showing on my credit report and that I was receiving late fees. She confirmed that credit reporting was incorrect and she would send a request to have it fixed. She also stated that the late fee was just computer generated but wasn't actually being charged. 

Weeks went by and I hadn't received an update. I called around the end of XXXX and I was informed that I had a new advocate, because XXXX XXXX XXXX was no longer with the company. My new advocate informed me that my forbearance was never approved and had ended in XX/XX/XXXX and that my application was denied and I needed to resubmit it. I explained what I had previously been told and he said he would look into it. So I resubmitted that application and documents. Called to check and was told to wait at least 30 days. Waited, then I was informed that they had never received it, and I would have to submit it again. So, I sent all the documents in again on XX/XX/XXXX. Weeks went by, so I called to check and was told I was denied because they didn't receive all the documents. So now I am frustrated and feel like they are trying to make me lose my home. So they sent me to Borrower Advocate XXXX XXXX XXXX.documents XXXX XXXX XXXX walks me through each line of the application and I file it out as we go. He tells me every document he needs from me in order to complete my package. I also informed XXXX XXXX that I had applied for the HAF program and they had sent a guarantee of funds letter to Loan Depot. He said he didn't see anything on the file and to email that also. I told him about my credit showing 180 days late and he said he would open a case, because the loss mitigation stops all reporting and collection. ( please pull the phone conversation XX/XX/XXXX XXXX XXXX XXXX XXXX. I emailed the completed package and guarantee of funds to XXXX XXXX and loss mitigation. I sent him several emails and called several times and he never responded. So I finally reached out to Customer Servicer and they gave me another advocate who said I was missing documents again. I resent everything on XX/XX/XXXX. I followed up in a week or so and they said that there are missing documents again, so I resent it again on XX/XX/XXXX. Keep in mind these are all the same documents. So I am now being told my file is complete and underwriting. 

Also, LoanDepot has been very slow to respond to Texas HAF. I ask about updates or if they sent the requested documents. They seem lost and misguided. I was told that if HAF funds aren't received before my loan is out of review, I will have to take the loan modification and forfeit the grant or start the foreclosure, but they have already received notice of guarantee of funds. They are making loss mitigation and HAF program impossible. It seems as if they are doing this to collect fees or something.

Company response to consumer: Closed with explanation