Consumer complaint received 2021-05-14
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LD Holdings Group, LLC (AZ)

XX/XX/XXXX - I signed docs for refinance through Loan Depot. My Senior Loan Officer was very efficient and handled my application. Very well. However, at signing, I had to have the notary come out 3 times due to errors. 

XX/XX/XXXX - I was told that via email from Loan Depot that my first payment would be due XX/XX/XXXX. The documents from Loan Depot stated my first payment was due XX/XX/XXXX. I paid my first payment XX/XX/XXXX to be safe. Later Loan Depot contacted me and I signed an Addendum correcting this error. 

Early XXXX - I received a notice from my Home Owners Insurance that Loan Depot had not paid them. I immediately sent an emergency payment until the matter was corrected with Loan Depot. 

Early XXXX - I have made every mortgage payment on time. My loan was transferred to the New Jersey office between XXXX and XXXX. As soon as I was able I set up automatic payment with Loan Depot through Loan Depot. 

XX/XX/XXXX - my statement showed no past due amount or anything due. I was set up with XXXX which had already taken money out of my account. 

XX/XX/XXXX - I found out in XXXX that 3 reversals label Misapplications showed up on my account where 3 mortgage payments were transferred to either an escrow account or to a suspense account. 

XX/XX/XXXX - I received mail from loan depot asking me if I needed help paying my loan, short sale information, etc. meanwhile, I am currently on an active auto pay schedule. Currently my auto pay says my next payment is due on XX/XX/XXXX. ( XX/XX/XXXX ). I contacted the collection department for Home Depot. They told me I had made all my payments on time but loan depot was sending them to a suspense account. After knowing this, they asked me a series of questions and then told me I had successful applied for a repayment plan, although I had not asked to apply for the program. This now shows as a request for a repayment plan on my loan depot account. 

XX/XX/XXXX - I called Loan depot the next day and the first attempt I was on hold for over 35 minutes until I had to hang up. The second attempt I was on hold for 58 minutes until I was able to speak to someone. This person told me that my credit report Bureau would be notified that Loan Depot had made an error to try to reverse any damage they had done to my credit report. They also informed me that this matter would be fixed by XX/XX/XXXX. 

XX/XX/XXXX I was contacted by Loan Depot to collect a debt. I informed them of the error and they looked into it and transferred me to someone I the wrong department, then to another department, then I was on hold for another 35 minute, and then when I was transferred againI was hung up on. 

XX/XX/XXXX - I called in to Loan Depot and again was transferred to their debt collection department, and then transferred to their customer service department. The representative who helped me was very helpful and did everything she could to get me to a supervisor. She advised me not to make any payments at this time because of the chaos my account was in. And Informed me that due to the amount of errors that where on my account, a supervisor would call me the next day. I gave them two additional numbers and my email. 

XX/XX/XXXX - I received a number that my phone acknowledged as spam. My apple update automatically selected to silence spam calls. They did not try any other number I gave them, nor did they attempt to email me. I called in and was transferred to a customer service Rep who could not help me. That hold time was only 20 minutes. 

At this time, XX/XX/XXXX, Loan Depot still does not know what is wrong with my account, there may not have ever been an escrow account even set up ( the representative could not find one ), and they have repeated asked if I had set up any payment plans with them on forebearance, I have made all my payments on time. This matter is still not resolved.