Consumer complaint received 2021-05-26
Company: LD Holdings Group, LLC
State: NE
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I am writing to file a formal complaint regarding Loan Depots inability to execute my COVID-19 forbearance plan, failure to escalate my concerns as requested and harassing collection letters. I made the decision to participate in their mortgage forbearance program as I have been impacted by the ongoing COVID-19 pandemic like many others. On XX/XX/XXXX, I mailed the first set of required documents which were fairly executed per the instructions that were provided per Loan Depots contract. Also in these instructions it stated it may take 30 to 45 days to process these documents and that I did not make my mortgage payments. Over the course of these five months, I have contacted their customer service area multiple times in order to follow up regarding my documents, however, I was told everything was fine, and that they ( Loan Depot ) would contact me if they needed additional information or had questions regarding my documents, it should be noted, Loan Depot has NEVER contacted me, i am always the one doing all the leg work and contacting them. And still, I continue to receive notices regarding my payment being late, and that I am in default, and in good faith, I have continued to contact their customer service area several times and have been told like before, everything was fine. No action was required on my part. On XX/XX/XXXX, I then received several letters in the mail stating I was in default. Much to my dismay as Ive been told everything was fine to this point, I again reached out to their customer service area and again sent my executed documents for forbearance by mail, XXXX, fax and email. As of XX/XX/XXXX I had then contacted customer service again as the situation had still not been resolved as I am still in default and that there is going to be a foreclosure on my home. As of today XX/XX/XXXX, I have not received any confirmation that these documents have been received or processed by Loan Depot. How is this possible? I contacted them again on XX/XX/XXXX and requested to speak to a supervisor to once again handled the situation I was on hold for over an hour and 15 minutes and was never able to speak to anyone and hung up, and yet the situation is still not resolved. At the time of this writing, I still not received any confirmation that these documents have been received or processed by Loan Depot. Now my situation is worse as I have now received several collection letters with the most recent stating Loan Depot may pursue for closure and put me and my son on the street. I have acted in good faith to rectify the situation as I continue to do all the leg work. I am the one doing all the everything, I am the one making all the phone calls and making sure all the documents that have been executed in order to resolve the situation, I have included the executed documents and other documents that may help your research I hope by reaching out, someone can help get my situation escalated to the right people for resolution. The situation is devastating to my credit and any future financial services I may wish to pursue.

Company response to consumer: Closed with explanation