Consumer complaint received 2021-06-24
Company: LD Holdings Group, LLC
State: AZ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Loan Depot Loan # XXXX XXXX XXXX XXXX XX/XX/21 Phoned XXXX XXXX, he finally answered after 2 voicemails and 3 emails. XXXX XXXX, former manager of XXXX XXXX. XXXX. XXXX XXXX stated he has escalated this and we should hear something this evening ( probably not, late in the day ), or tomorrow afternoon XX/XX/21. 

XXXX no answer. Gave them a week. Following up today XX/XX/21. 

Consumer Financial Protection Bureau https : //www.consumerfinance.gov/complaint/process/ XX/XX/21 Phoned XXXX XXXX XXXX XXXX. No answer left message. 

Phoned XXXX XXXX XXXX XXXX XXXX manager ) at XXXX XXXX XXXX XXXX x XXXX. Hes out of office. 

Phoned customer service, spoke to a representative, she attempted to reach XXXX XXXX. I was on hold for 15+ minutes just to be told he wasnt available. Was then rushed off phone. Very rude and condescending at end of phone call. Was told XXXX would call back today. 

Will file complaint with Consumer Financial Protection Bureau https : //www.consumerfinance.gov/complaint/process/ Timeline In late XXXX we were contacted by loan depot because we were looking to refinance our FHA loan . Since XX/XX/21 we have had very little communication regarding our loan. We were quoted 2.25 % and we were due money back at closing. 

We continuously tried to get updates on our loan. We returned all requests for info and had all of our paperwork submitted in a timely fashion. Through no fault of our own Loan Depot allowed too much time to elapse, due to this all of the pricing and discounts were erased. Again, we had no communication from loan depot telling us anything had changed. Through numerous phone calls and emails, we finally reached XXXX XXXX. He ultimately told us due to loan depot not submitting things in a timely fashion we lost all discounts and pricing. Again we gave him over a week to try and rectify the errors by loan depot. Again, no communication. Finally, after numerous attempts we reached XXXX XXXX, he eventually told us his superiors refused to fix the issue. We then called to try and speak with his superiors and were connected with XXXX XXXX who used to be his manager. XXXX XXXX assured us we would hear from someone by XX/XX/21 regarding our issue. It is now XX/XX/21 and weve heard from noone. Have reached out to XXXX XXXX, no response. Have reached out to XXXX XXXX, XXXX XXXX XXXX, hes out of the office. Finally called customer service, got the run around, was on hold for 15+ minutes just to be told that XXXX XXXX would call me back, then was summarily dismissed quite rudely. 

This process started in mid to late XXXX. Earliest email I could find was XX/XX/21. 
They refuse to stand by their loan quote. Due to their lack of time management our loan unlocked. They refuse to stand by their offer. It was THEIR fault it wasn't submitted in a timely fashion. 

I believe they need to stand by their initial offer. We went from getting money back at closing to owing them over {$19000.00} at closing. We find this highly inappropriate and need to find some type of closure on this. They refuse to communicate with us.

Company response to consumer: Closed with explanation