Consumer complaint received 2020-12-27
Company: LD Holdings Group, LLC
State: MD
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX I am writing to inform you that I am reporting your businesss conduct to the XXXX XXXX XXXX, the Consumer Finance Protection Bureau, and since this loan is a VA loan, to the HUD and VA. I am making these reports due to the following : 1 ) my complete dissatisfaction with your practices and customer service, 2 ) my concern that your operations are beyond incompetence and are a nefarious attempt to garner undeserved late fees for profit, and 3 ) the unwarranted degradation of my ( and my spouses ) credit scores despite multiple attempts to pay our mortgage on time and in full. Below is a continuation of the incidents described below dated XX/XX/XXXX. 
On XX/XX/XXXX I called loanDepot in an attempt to resolve or get an update of the credit issues described on XX/XX/XXXX, below. 
I spoke with representative # XXXX, explained the situation below and was informed that our XXXX payment was also showing as late and unpaid. This despite setting up auto payment AND having an XX/XX/XXXX email receipt from loanDepot stating that the payment was processing. Had I not called to discuss the credit issue I would not have known that XXXX payment was now late. ONCE AGAIN THROUGH NO FAULT OF MY OWN. 
I asked representative # XXXX why the payment did not withdraw and she could not explain. I also asked if she could give me an update on the requested resolution on my credit score. She was unable to help and subsequently transferred me to customer service. I waited for 25 minutes for a person to answer, and when someone finally did, they came in broken and unreadable, and I was forced to hang-up and call back. I would later find out that this is due to your representatives working from home. 
When I called back I reached Ms. XXXX # XXXX. Ms. XXXX was very helpful. I explained why I was calling in reference to my previous complaints AND that now I had another issue with XXXX payment. Working with Ms. XXXX, I made an electronic payment for XXXX mortgage via the website, to include a late penalty. She stated she put in a request to have the late penalty removed since I had emailed confirmation that an autopay was set up and processed. Ms. XXXX also put in a request for CREDIT REPAIR, given that the account showed all payments were fulfilled and that we had put in several complaints and requests. I then asked what the status of my previous complaints were, that I put in via the website. She could not answer those and said she would need to transfer me to customer service, but that she would wait with me on the phone. She transferred me but, of course, we were disconnected. At this point, having spent over an hour on the phone with little resolution I tried the chat function on the website. 
Via the chat function I was told that my XXXX auto payment did not go through, despite having confirmation, because it was set up in XXXX? No further explanation. This represents now the 2nd late penalty and non-payment due to your systems autopay policies? I can only conclude that it is designed to fail in order to garner additional late fees from your customers. As an adult who has ample experience with multiple online payments from other mortgages to credit cards, this is not rocket science, yet I HAVE NEVER, had experiences like this and one that HAS DAMAGED MY CREDIT. Again, see below. At best, this is negligence, at worst, deliberate and planned malfeasance. 
Also, via the chat function, I asked about the status of my online complaints and request for credit repair. I was told that they were in process. No further elaboration. 
So, in conclusion, I am writing to inform you that I am reporting your businesss conduct to the XXXX XXXX XXXX, the Consumer Finance Protection Bureau, and since this loan is a VA loan, to the HUD and VA. I am making these reports due to the above and below issues described here-in. I have no faith that you will resolve my credit repair, and I have no faith that when I make my mortgage payments that you actually receive them. This has caused stress and harm to my family in an already stressful and harmful year. It is shameful that you would treat your customers this way let alone a XXXX veteran. The only resolution is a prompt capitulation on your part, reimbursement of all the late fess, and swift repair of my credit. 



XX/XX/XXXX To whom it may concern : Customer Services , loan administration, loanDepot. 
Regarding Loan Number XXXX LoanDepot has negatively affected my credit score due to a dispute regarding our mortgage payments from XXXX and XX/XX/XXXX. I received written notification ( no date ) from the loanDepot Loan Servicing Department stating that they had not received our loan payment for XXXX. However, this payment was indeed mailed by my bank, XXXX XXXX XXXX, in late XX/XX/XXXX. However, not know at the time, the XXXX payment was mailed to an incorrect address ( the address at the top of the Loan Statement ) : XXXX XXXX XXXX, XXXX, NJ XXXX Instead of this address XXXX  XXXX, XXXX XXXX XXXX. As a result, I thought XXXX was paid, having been debited from my bank account and having no indication to the contrary. It was not until I received the letter that I was made aware that the XXXX payment and subsequent XXXX payment had not posted. 

Complicating the matter is that in XXXX, I set up an account and an automatic payment at loandepot.loanadministration.com with the first payment set to withdraw on XX/XX/XXXX. Again, unknown to me at the time was that the XXXX payment would not withdraw since the XXXX payment wasnt received. 

Upon receiving the enclosed letter I immediately called loanDepot to question and straighten out the situation. Unfortunately my call was not answered and after leaving a message I did not receive a call back. The next day I called again, and after a futile conversation with customer service representative I requested and was transferred to a manager, an individual named XXXX ( XXXX ). XXXX explained that loanDepot had not received the XXXX payment because of the address error and as a result the XXXX payment was not automatically withdrawn since the XXXX payment did not post. 

Thus, due to your policies and confusing address ( yes the top of your statements should not have a return address not meant for the payment ) I had missed two payments. Rather than fight the issue I decided to make all outstanding payments on the phone to include and any late fees. This is reflected in the enclosed statement dated XX/XX/XXXX. I even paid the XXXX dollar phone fee. As of XX/XX/XXXX my account should have been paid and up to date without penalty. 

Fast forward to XX/XX/XXXX when I received a XXXX notification that my credit had been negatively affected by a deduction of nearly 100 points. 

I am requesting that you make remedy and notify any and all credit services that any delinquent status or late payments were first, corrected, and second mistaken to begin with due to your aforementioned practices and policies.

Company response to consumer: Closed with explanation