Consumer complaint received 2022-04-23
Company: LD Holdings Group, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We received a letter of default from Loan Depot who are loan is with and had no idea why, we called and the first person from servicing had NO idea what she was talking about and transferred me to XXXX XXXX Customer Service Support Representative ( XXXX ) XXXX, ( XXXX ) XXXX ext. XXXX, ( XXXX ) XXXX, XXXX, https : //www.loanDepot.com. XXXX XXXX and I discussed the situation that Loan Depot was claiming through a Escrow Analysis they did they we owed a considerable amount of monies. XXXX XXXX sent me a copy of an Escrow Analysis via email they did while we were on the phone, which she said was mailed to us however we never received the letter. 

While on the phone with the letter and going through all the numbers she agreed the figures made no sense and she had to escalate and would get back to me which she never did. I sent her emails and voice mail messages to follow up and she is not getting back to us. We received one reply which made no sense see below we respond however again with no reply.

We are anxious to get this issue resolved however Loan Depot will not cooperate.

Hoping you can help in getting to the bottom of this issue. 

Email communication below. 

Regards, On XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX wrote : Does anyone have the numbers that were collected initially so I can run the numbers? 


The analysis that was sent to us via email is incorrect, both the taxes and insurance. 


Someone there should be able to do a look back and come up with a proper factual calculation of the numbers so we know where the actual shortage is vs just an assumption here. 


Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX wrote : Good morning, Thank you for your escrow inquiry. I apologize for not responding yesterday ; I was out of the office. I was advised that the shortage is because the loan started out under collecting for the taxes and insurance. Should you have any questions or concerns, please feel free to reach out to us at XXXX. You are welcome. 



Thank you for contacting loanDepot Servicing Support. Have a great day! 



Kind regards, XXXX XXXX Customer Service Support Representative ( XXXX ) XXXX ( XXXX ) XXXX ext. XXXX ( XXXX ) XXXX XXXXXXXX https : //www.loanDepot.com XXXX XXXXXXXX XXXX,, XXXX, Texas XXXX XXXX # XXXX Customer service is our top priority : If you are not receiving exceptional customer service, or if you have any questions, please contact us atwww.loandepot.com/about/contactus. 

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From : XXXXXXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX   Subject : Re : escrow analysis Good Morning, I did not hear back yesterday in regards to our escrow account issue? 



Please let us know what is going on. 



Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX wrote : Good morning, As requested I have attached the escrow analysis. Should you have any questions or concerns, please feel free to reach out to us at XXXX. You are welcome. 



Thank you for contacting loanDepot Servicing Support. Have a great day! 



Kind regards, XXXX XXXX

Company response to consumer: Closed with explanation