Consumer complaint received 2015-07-08
Company: LD Holdings Group, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I sold my house in XXXX, IL on XXXX/XXXX/15 and the loan was paid off in full to LoanDepot as of XXXX/XXXX/15. Unfortunately, the payoff letter was requested on XXXX/XXXX/15 ; however, the property tax payment of {$4400.00} was taken from my escrow account on XXXX/XXXX/15 ( 4 weeks before due date of XXXX/XXXX/15 ). I contacted Loan Depot to inquire about this on XXXX/XXXX/15 and was informed that the property tax payment was being held XXXX for XXXX weeks by before being paid to the XXXX XXXX Tax Assessor 's office prior to the due date at the end of the month. I requested that this payment be stopped by LoanDepot and XXXX due to the fact that it was already paid by the buyer, however, I was told by the LoanDepot CSR XXXX customer service representative ) that they were unable to do this and I would have to wait for the payment to be paid by XXXX, then refunded by XXXX XXXX to XXXX, then refunded to me from Loan Depot. I was told that this process XXXX take up to XXXX weeks due to the time it may take for XXXX XXXX to send back refund. I escalated to a supervisor at LoanDepot at this time, who then contacted their tax department and was told that there was nothing more that could be done. 
Over the next XXXX weeks, I followed up with the XXXX XXXX Tax Assessors office to confirm that they received the duplicate tax payment of {$4400.00} and verified that they had mailed the refund back to XXXXLoanDepot on XXXX/XXXX/15. During the week of XXXX/XXXX/15, I contacted LoanDepot customer service to verify receipt and request a date in which they would send me my refund of {$4400.00}. I was told by multiple customer service representatives at LoanDepot that once the check was received by XXXX, it would be processed immediately and LoanDepot would send a check out within 7-10 business days from the date of receipt. On my follow up calls to LoanDepot during the week of XXXX/XXXX/15, I was told that they had received the refund from XXXX XXXX as of XXXX/XXXX/15 and I should be receiving my refund check within XXXX business days from that date, which would be between XXXX and XXXX. 
On the afternoon of XXXX/XXXX/15, after I had n't received the refund in my mail, I contacted Loan Depot and was told by the CSR that the notes on the account from XXXX stated that my refund check was being sent via overnight delivery, however, tracking information would take XXXX hours to show up in the account. On the afternoon of XXXX/XXXX/15, after I still had not received my refund check in my mail, I contacted LoanDepot again, and was told again that that my refund check was being sent via overnight delivery ( as of XXXX/XXXX/15 ), however, tracking information was still not notated on the account. She then stated that I should definitely be receiving the check by XXXX/XXXX/15. 
On XXXX/XXXX/15, I contacted LoanDepot again after I still had not received my refund with the day 's incoming mail. I was told that they would escalate to the tax department to obtain status and tracking number. On XXXX/XXXX/15, I contacted LoanDepot again and spoke to a CSR Supervisor named XXXX XXXX. XXXX was very helpful by taking full ownership to determine accurate status of my refund. He called me back later in the afternoon and told me that the tax department is now stating that they estimate I will receive the check on XXXX/XXXX/15. I believe that this is an unreasonable timeframe to hold onto {$4400.00} of a customer 's money. It has been XXXX days XXXX XXXXXXXX weeks ) since the money was taken from my escrow account by Loan Depot XXXX and on XXXX it will be XXXX days. Being that LoanDepot received the refund on XXXX/XXXX/15, it is unreasonable for LoanDepot to hold onto my money for XXXX weeks since they received it back XXXX.

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