Consumer complaint received 2022-03-04
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: LD Holdings Group, LLC (CO)

I have a XXXX XXXX XXXX  through Loan Depot. I have had the loan a little over a year now. I am also a 100 % XXXX veteran through the VA ( Veteran Affairs ). In Colorado, my status as a 100 % XXXX veteran rates me a tax exemption for the first {$200000.00} in value of my primary residence, which is the subject property of the XXXX  XXXX through Loan Depot. On XX/XX/XXXX, I sent proof of my tax exempt status to Loan Depot that would apply to the upcoming tax payments in XX/XX/XXXX and XX/XX/XXXX. Late XXXX I received correspondence from Loan Depot informing my my payment would be going up, not down like I had anticipated. I called Loan Depot to inquire about this and was informed by the representative that they had not received any documentation from me. After I found the email in my sent box and informed them of when it was sent, they somehow came up with it, which leads me to believe that it was simply overlooked. They said they would file a request for review that would be completed in 3-5 days. After a few weeks and nothing changing I called back to ask what was going on with the review. The acted as if they had no knowledge of things and filed for another " review. '' This had no result or effect, so after the actual tax bill arrived that showed XXXX payments of {$1100.00} ( significantly less than the {$1300.00} Loan Depot has been saving in escrow for each payment ) I called again and informed Loan Depot that I had an actual number and the difference was {$120.00} per payment and I wanted either my monthly payment reduced to recognize the difference or I wanted an escrow refund check sent to me for the difference. I informed the rep, at that time, that I could scan and email Loan Depot the tax bill as proof, to which she responded that she didn't need it. This resulted in another " review '' which, again, had no effect on my monthly payment or the return of the difference in the tax bill from what was being withheld. Today, I called and the rep I spoke to once again had no prior knowledge or understanding of the situation and asked that I tell them the whole story again. My tax bill for XXXX has already been submitted to the county in the amount of {$1300.00}, {$120.00} more than what was supposed to be paid. They informed me this time that they did not have a number to base any escrow adjustments off of. I informed the rep that I had offered to send in the tax statement over a month ago but the last Loan Depot rep I spoke to told me she didn't need it. He apologized and said that actually they do need it. I expressed my frustration for the terrible communication and customer service and informed the rep that since, after my XXXX or XXXX attempt, there was going to be no resolution to my problem by the end of the call that I would be filing a complaint with the CFPB. The resolution I am looking for is simply recovery of the difference in the amount Loan Depot is withholding in escrow for taxes and the amount that has already been submitted to the county for the first tax payment and the actual tax amount owed.