Consumer complaint received 2021-01-14
Company: LD Holdings Group, LLC
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
To Whom It May Concern I am writing this narrative to ask that LoanDepot escalate this issue to a Loan Depot Manager again- to get the file reviewed for a Loan Modification asap! 

I want to officially file a complaint against LoanDepot and their continued ineptness in processing our request for consideration of loan mitigation or loss mitigation options through their Loss and Mitigation Department after coming out of an approved 6 month forbearance. We requested and were granted 3 and the an additional 3 months of forbearance on our mortgage fromXX/XX/XXXX-to end of XX/XX/XXXX due to loss of my husbands income from lack of work when COVID shut downs happened. He is a XXXX XXXX XXXX. 

The week of XX/XX/XXXX I made contact with Loan Depot to start the process to request these considerations. I was told that they had mailed a letter to us with forms that we would need to complete for Loss and Mitigation. Knowing how long the mail takes I asked if there were documents we could download to get started. I was given a list and told where to find these documents. Later, after completing and sending these in, I was told these were not the correct forms. We then completed the correct forms and sent them in. 

The rest of the month of XXXX and XXXX I would call and talk to a person at Loan Depot every week to 10 days. These calls were to follow up with them to verify documents requested were received. I contacted Loan Depot on the following days : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX On XX/XX/XXXX I contacted XXXX XXXX to request their assistance with this process.They sent out their packet for us to complete and I sent that back on XXXX XXXX. There were a couple of incomplete items, XXXX explained what was missing, how to get the info and the packet was completed. They forwarded the packet to Loan Depot on XXXX and have had some conversations with them, following up on still missing documents. 

Each time I was told that documents I had previously sent by fax and/or email had not been received, so would resend them. 
On one of the calls I was told that the emails go to a type of email clearinghouse and are pulled as people get to them. This person went into this clearing housefound my emails with the documents and sent them to the next step for review. 

Then on XX/XX/XXXX when I talked with Loan Depot, I was told our request and paperwork had been forwarded on to the underwriter, all documents had been received. 

When I called to check in on things, XX/XX/XXXX, I was told that NO we were still missing documents and that our paperwork had not gone to the underwriters. 

In XXXX, XXXX and I continued to contact Loan Depot. I contacted them on : XXXX XXXX Again being told that documents were missing and not received. Documents that either XXXX or I had sent by email or fax. 

On XX/XX/XXXX I was told that the packet was complete and had gone to the underwriter. 
XX/XX/XXXX I was informed that my W-2 for XXXX was needed. On XX/XX/XXXX XXXX contacted LoanDepot and was told they received the W-2 forms. 
XX/XX/XXXX I got an email telling me I had a letter from Loan Depot. Thinking that it being 27 days ( 22 business days as they work on Saturdays ) after it had gone to the underwriter a decision had been made. However, that was not it. 

I was being informed that several documents were now missing or out of date. I called asking what was going on and was emphatically told that the process had stopped and would remain on hold until the documents requested were received. All had been sent numerous times except for the updated bank statements, 4th quarter profit/loss statement and XXXX SSA benefit amounts for my husband and me. 

I gathered the updated documents, pulled the others that had been previously requested and sent, from my files and uploaded them to the link in the email LoanDepot had sent me. I did this on XX/XX/XXXX. 

I checked with LoanDepot on XXXX. XXXX, XXXX and XX/XX/XXXX to confirm they had retrieved the documents from their site where they had told me to upload them. 
Each of these conversations has been about the same. We dont show having received the documents, we will escalate your case, we havent heard anything, it takes time. 
I was told today, XX/XX/XXXX to resend the documents through the upload site or fax them. I stated that having done both numerous times and they still dont show them received, does not give my much faith or hope that they will get them this time. However, I uploaded them and asked XXXX to fax them as requested. 

Here we are 3 and half months out of forbearance and still at square one. Loan Depot has informed me that we are now accruing late fees on the amount owed and my fear is that soon it will be reported and our credit scores will plummet. Worse yet, we could lose our home! Not because we havent followed through but because LoanDepot doesnt seem to have a reliable process in place to process the request. 

How much longer will this drag out, what will be the financial impact on my husband and me, will we lose our home? These are the questions that keep me awake at night and are negatively impacting me. I feel I have no control over the outcome and yet have done all that has been asked of us. 

I am not sure what you can do to assist us but hope that in some way you can convince LoanDepot to escalate this issue to a Loan Depot Manager again- to get the file reviewed for a Loan Modification asap! 

Gratefully, XXXX XXXX and XXXX XXXX  XXXX

Company response to consumer: Closed with explanation