Consumer complaint received 2020-09-14
Company: LD Holdings Group, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I submitted a partial payment ( {$1300.00} ) on my mortgage on XX/XX/XXXX. This was to be applied to my XXXX, XXXX mortgage payment. I made a second payment ( {$1300.00} ) on XX/XX/XXXX to complete the XXXX full payment. 

I made another payment ( {$1300.00} ) on XX/XX/XXXX. Around XX/XX/XXXX, I received my monthly statement with a lot of reversals and I contacted the mortgage company to understand the statement. I was advised that they don't accept direct partial payments and if I wanted participate in their budget drafting program, I would need to register, complete a form and pay one month in advance. I advised that I had sent 3 payments in without knowledge of this program. I was told to  make the last half payment, which I did on XX/XX/XXXX ( {$1300.00} ) and if I returned to form, my budget draft would begin in XXXX. I received the form and submitted it immediately. The first two payments were applied to my XXXX, XXXX payment. However the last 2 payments were not applied to my account but held in suspense. I was not made aware of this. When the first automatic budget draft payment was due, I contacted them again to find out why it was not done. I was told I had not made a payment for XXXX. And I had to make a FULL PAYMENT, even though {$2600.00} was " in suspense ''. I made the full loan payment on XX/XX/XXXX of {$2500.00}. Again without notifying me, the company applied ONE of the suspended {$1300.00} payments entirely to principle and left the other payment in suspense. I called on XX/XX/XXXX and again on XX/XX/XXXX and could not find a resolution to the suspended payment. On the last call, I demanded a resolution. After spending hours on hold and back and forth, I was assured the remaining {$1300.00} would be applied to my account and I would just need to pay the remaining balance of {$1200.00}, which would cover the XXXX, XXXX payment. Because of the history of lack of follow through, I waited until the payment posted, then I called in on XX/XX/XXXX to make the payment. On XX/XX/XXXX I called to confirm the budget draft scheduled for XX/XX/XXXX was done. However I was advised that the {$1300.00} payment had NOT in fact been posted, and the {$1200.00} was now in suspense and my XXXX, XXXX payment is now late. I was also advised that the {$1300.00} payment was returned on XX/XX/XXXX, yet I have not received the same, neither electronically or via paper check. 
I really don't want to make any additional payments until my account is corrected, and NO ONE can seem to explain why the first two payments could have been applied to my account, but none of the subsequent ones can be applied. Additionally, if it is the company policy to send back partial payments, why weren't all of them returned to me. I know this pandemic has people working from home and has  restricted the ability to physically walk over to a different department to immediately address an issue, but this has been going on for over 4 MONTHS!! As consumers we are held XXXX by mortgage/servicing companies as we can't just pick up and take our business elsewhere. And choosing to not make ANY payments costs us our homes. This is just sheer incompetence on behalf of Loan Depot. I felt compelled to file this complaint because if they refuse to respect this process withe your organization as well, I have to spend whatever is necessary to break all ties with this company.

Company response to consumer: Closed with explanation