Consumer complaint received 2021-06-25
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: LD Holdings Group, LLC (IL)

XX/XX/21 - I submitted a request to review my escrow account to LoanDepot. As a XXXX veteran in Illinois, I am not required to pay XXXX XXXX. This will reduce my mortgage payment by approximately 30 %. I submitted a copy of my taxes reflecting a XXXX  balance for taxes this year for being a XXXX veteran at more than 70 %. 
I received a message that my documents were forwarded to the team that handles XXXX XXXX. I followed up with a phone call. I was told that the analysis would take approximately 5 business days to complete. 
Approximately XX/XX/21 - I followed up to check on the status of my XXXX XXXX which had not been completed. I was told that I was given the wrong information. It would take until XX/XX/21 to complete my XXXX XXXX. 
Soon after that my property taxes were updated to {$0.00}. I proceeded to wait until XX/XX/21. 
XX/XX/21 - I noticed that a deduction had been made from my escrow account for my mortgage insurance. Upon further inspection of my insurance account, my bank received payment from LoanDepot on XX/XX/21 for my policy. I contacted LoanDepot about the incident. I was told that a stop payment would be put into place and if the bank had already cashed the check, they would refund the money directly to me. 
XX/XX/21 - My XXXX XXXX appeared to not be completed. My taxes had been changed back to old amounts. When I called the company, they informed me the analysis was complete but there was no change. I asked how that could be since I am paying almost {$8000.00} less in taxes this year. I requested to speak to a supervisor. In the process, I asked about the status on the stop payment for the extra insurance payment. The representative said that nothing had been put in for that. I had to re-explain the entire issue again. I was told a stop payment was initiated. 
XX/XX/21 - Supervisor followed up with me and explained that the escrow analysis had been initiated ( again ). I was given a new date of XX/XX/21 for it to be completed. They explained that the document showing my taxes were XXXX had not been sent over to escrow. ( Even though I was told that it was ). I explained that this was not acceptable. That would be more than 30 days since I started the process. 
I asked the supervisor about the insurance payment. He initially explained that it was not paid. I explained that my bank statement reflected a payment approximately the time of the refinance. I asked him to examine my initial escrow startup to the closing documents. He explained he would find it was only equal to taxes, not taxes and insurance. Once he did that, he realized that the error had been made. Again, the stop payment had not been initiated. He asked to call me back while reached out to the bank. 
The supervisor advised that it would be completed within XXXX hours. 
XX/XX/21 Called LoanDepot again because the escrow analysis had not been completed as promised. I was updated the stop check request would take 14 days ( XX/XX/21 ) to put the funds back into my account. I was instructed that its fault was not on the escrow department, but rather on the lending department for not annotating they had paid the homeowners insurance. I was to that the process would be completed by the end of business ( XXXX EST )