Consumer complaint received 2023-04-28
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LD Holdings Group, LLC (CO)

I would like to file a complaint about the absolutely unprofessional conduct of Loan Depot in processing a loan deferral following a XXXX FEMA mortgage forbearance. 

Our home was badly damaged by the XXXX XXXX. Loan Depot called asking me if I wanted to go into a FEMA forbearance. I said I would think about it ; in the meantime, they processed it for me automatically. 

It did end up being helpful, as our damages were close to $ XXXX and the insurance process is still playing out. 

After my XXXX forbearance period was over, I called to request a deferral and was approved. The escrow numbers seemed incorrect, and after trying for several weeks, I spent more than an hour on the phone going over the numbers with first a customer service agent and then a supervisor, XXXX XXXX, who agreed, after we went over everything line by line, that In the meantime, as directed by Loan Depot, I made payments of {$2600.00} on XX/XX/XXXX and XX/XX/XXXX. XXXX told me that the XX/XX/XXXX payment would go towards my XXXX payment and that on my XXXX due date he thought I would owe {$100.00}, the difference between that amount and my new payment, {$2800.00}. He promised to get back in touch with me in a few days after he reached out to the escrow and loss mitigation numbers to figure out where the errors were. 

Througout XXXX, I tried to get in touch with him via both phone and email to get the answers so that I could nail down my finances and what I would owe in XXXX. When he refused to return calls or emails I began calling Loan Depot -- the customer service agents always promised me a supervisor would call and none did. 

At the beginning of XXXX, I called Loan Depot once again to find out exactly how much I owed and to make the payment. The customer service agent could not tell me exactly and promised a supervisor callback ( recognize a theme? ) I never received one, and kept trying to call/email XXXX XXXX XXXX 

Later in XXXX, I received a second deferral offer from Loan Depot telling me I needed to call and accept within a few days. I called and spoke with yet another customer service agent, telling him that yes, I definitely wanted to accept the deferral, but I did want to go over the numbers with a supervisor -- and that most pressingly, I wanted to be sure that my {$100.00} payment was correct and that I would not be considered late with any payment. He assured me that it was correct, I didn't owe anything, and he promised that a supervisor would call me back. You can guess what happened -- no one called me back. 

Yesterday morning ( XX/XX/23 ) I received a phone call from Loan Depot and I hoped it was a supervisor, but it was not ; the woman who I spoke with promised that a supervisor would call me back this morning ( XX/XX/23 ). I did receive a call -- from another customer service agent. I told them that I absolutely needed to speak to a customer service agent and that I would wait on hold. I was finally connected with someone, XXXX XXXX, from " Default Prevention. '' After speaking with him for some time, I learned that my account was now considered late and that I had owed the entire {$2800.00} for XXXX. 

I am really confused, and upset. I spent the mortgage funds for XXXX on necessary replacement items for our family. There should be recordings of Loan Depot personnel assuring me that my payment due for XXXX was {$100.00}. 

The most mind boggling part of all of this, to me, is that this entire process has taken place via oral communication over the phone with a variety ( at least XXXX? ) of customer service agents and supervisors, that there has been no official document for both parties to agree to and sign, and that there is no way for me to get directly in touch with the actual loss mitigation department.