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

Re : Loan XXXX / Loan XXXX I have contacted Loan Depot multiple times since XX/XX/XXXX to attempt to make my XXXX payment. I have been sent contradictory information via USPS ( letters dated XX/XX/XXXX and XX/XX/XXXX ) regarding the servicing of my loan. I have a credit score of over XXXX and have never had a late mortgage payment in the entire time I have been a homeowner. Below is a timeline of events. 

XX/XX/XXXX : I make my first payment to loan depot. It is deducted from my checking account on XX/XX/XXXX. 

XX/XX/XXXX : I log in to the system to make XXXX payment. System indicates my XXXX payment was never received. I called LoanDepot and spoke with XXXX XXXX who informed me my loan was being transferred to the service center in New Jersey. I do not make a payment at this time because I can only do so for XXXX XXXX which would be an admission that I missed a payment, which I did not ). There is email correspondence on this from XXXX XXXX. 

XX/XX/XXXX : I create an account in the New Jersey system and make the XXXX mortgage payment. 

XX/XX/XXXX : I receive a confirmation email that my payment has been received. Confirmation number : XXXX. 

XX/XX/XXXX : Funds still not deducted from my account. I receive a " welcome '' call from the NJ service center. When asked if I have any questions, I inquire as to why my payment has not been deducted from my checking account. I am assured the payment has been received and that I have nothing to worry about. 

XX/XX/XXXX : I receive the XX/XX/XXXX letter which states my service center is in Texas. I call the Texas service center and speak with XXXX to understand why my payment hasn't been deducted. She explains that the payment was rejected by my financial institution because of lack of funds or another reason as she can not access this information. I resubmit the payment online to the NJ service center payment system. Meanwhile, the Texas payment system states I owe 2 months of payments {$5200.00}. If I try to make that payment it requires I explain the reason for my late payment. Again, my XXXX payment was deducted by loandepot on XX/XX/XXXX. XXXX further explains the NJ XXXX hasn't fully taken the loan. The conversation goes on quite a while ( I recorded the last XXXX XXXX  XXXX. Next, I call the NJ customer service center and speak with XXXX XXXX. ( employee ID : XXXX ). XXXX says the exact opposite of what XXXX says regarding why my payment was rejected. XXXX states the payment will continue to be rejected until XX/XX/XXXX. He states RESPA will protect any negative credit reporting and suggests I pay by phone as this is the only way I can ensure a payment is credited to my mortgage. I cancel the online payment and make a payment over the phone with XXXX ( Confirmation : XXXX ). I receive a text message confirming this. While speaking with XXXX, I requested an email from loan depot stating I have been unable to make my XXXX payment due to their systems being unable to effectively transfer loans. XXXX further informs me this frequently happens at Loan Depot. Unlike XXXX and XXXX, he does not have access to email me directly and provide documentation. 

Next Steps : At best, these practices are cumbersome and confusing and at worst they are predatory. I spent over an hour yesterday trying to figure out how to get Loan Depot the money from my checking account to my lender. The money still has not been deducted from my account and I have received no written communication from loan depot promised by XXXX which confirms LoanDepot 's loan transferring systems have put my loan in limbo. Since XX/XX/XXXX when this process began, I have spent at least XXXX XXXX on the phone, writing emails, creating accounts etc.