Consumer complaint received 02/23/2018 about Mortgage (FHA mortgage) with loanDepot.com, LLC (CA).
Issue: Struggling to pay mortgage

Complaint: Long story short, I got screwed. I bought a condo that was not sold as advertised. The builder, XXXX XXXX, refused to help, and the lender of the mortgage note, LoanDepot.com , LLC has not been supportive. 

XXXX XXXX is the builder that sold me the subjected property. 

XXXX XXXX, a XXXX XXXX sales representative, showed and sold me the unit on XX/XX/XXXX. 

I need to stress what I was experiencing at the apartment community where I was living at, at that time. My bedroom at the apartment community was adjacent to my male neighbor 's bedroom. His loud and inappropriate behavior was very disturbing to me. I reached out to the apartment community 's manager to intervene and fix the problem, but they did nothing. 

I shared this information with XXXX XXXX while she was showing me the unit. 

I bought the condo to have control over the shared walls, and when XXXX XXXX raved about the insulation of the condo 's walls and how they were noise resistant, she sold me on how quiet it would be. 

Once I moved in, on XX/XX/XXXX, this promise of well insulated and noise resistant walls was far from the truth. While living there, I could hear my neighbors talking, using the bathroom, opening and closing the doors and cabinets, walking, thumping, dog scratching the walls/doors, television and sound system from the unit across from mine, etc. 

XXXX XXXX knew how critical my noise concerns were. Clearly, she only cared about the sale, even if it meant lying. 

I reached out to XXXX XXXX ' warranty department on XX/XX/XXXX regarding the insulation issue via e-mail but I only received an automatic reply e-mail. The warranty department never contacted me. 

On XX/XX/XXXX, I had my 21-day walk-though with XXXX XXXX, another representative of XXXX XXXX. I mentioned the above to XXXX XXXX, and I asked him to put me in contact with someone who could address the problem with the insulation. XXXX XXXX, XXXX XXXX ' Vice President of Sales, contacted me later that day. 

XXXX XXXX asked me if I was willing to give them ( XXXX XXXX ) the opportunity to fix the insulation issue. I agreed. The plan was to have XXXX XXXX and the construction team visit the property and examine the insulation of the walls. Not only did this visit never happen, XXXX XXXX did not follow-up with me. 

Since XXXX XXXX failed to follow-up with me, I was forced to contact him. 

On XX/XX/XXXX, I participated in a conference call with XXXX XXXX, XXXX XXXX, XXXX XXXX ' Director of Construction, and XXXX XXXX, XXXX XXXX ' Customer Care Manager. XXXX XXXX advised me that XXXX XXXX was not willing to remedy the situation. 

Therefore, I had to hire an attorney. The attorney 's name is XXXX XXXX. XXXX XXXX wrote a letter on my behalf asking XXXX XXXX to cancel the sales contract, or buy the unit back from me. XXXX XXXX XXXX, XXXX XXXX ' Vice President, Litigation Counsel, addressed the matter but declined the requests. 

All in all, I made efforts to resolve this matter with XXXX XXXX but they refused. I was lied to, and when I reached out for support, I received nothing. 

The poor insulation problem so bothered me that I moved out, and because of this, I stopped making payments. 

I contacted LoanDepot.com , LLC on XX/XX/XXXX via a letter where I was willing to deed the property to them by way of a quitclaim deed to avoid the time and expense of a foreclosure provided it did not affect my credit negatively. 

LoanDepot.com , LLC did not formally respond to such letter. Hence, I resent the letter on XX/XX/XXXX to them electronically. 

Again, LoanDepot.com , LLC never formally responded to my letter. 

Thus, I contacted the Loss and Mitigation Department on XX/XX/XXXX and spoke to XXXX XXXX ( ID # XXXX ). 

XXXX XXXX informed that since the mortgage loan was an FHA loan, I was required to follow FHA 's guidelines/process. 

XXXX XXXX also informed me that the letters I had sent to LoanDepot.com , LLC were simply filed in my file since such letters did not have a " hardship '' description. 

LoanDepot.com , LLC did send me notices but I am not experiencing a financial hardship. Thus, I did not respond to such notices nor did such notices inform me that I was subject to FHA guidelines. All this time, I have been waiting for LoanDepot.com , LLC to formally respond to my original letter ( dated XX/XX/XXXX ). 

I tried to explain this to XXXX XXXX but she refused to listen. She was going by the book. XXXX XXXX showed no humanity. Instead of greeting me, the first thing she asked me was how I was going to make my account balance current. 

All in all, LoanDepot.com , LLC never formally responded to my letters, and their representatives were also not supportive, and XXXX XXXX does not want to take responsibility for the poor insulation in the property.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation