Consumer complaint received 2024-11-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: LD Holdings Group, LLC
State: OR

Complaint narrative:
We were charged a {$220.00} late fee by LoanDepot in XXXX of XXXX on our home mortgage account. We attempted to make a payment on time, using our bank 's online bill pay. The grace period ended on the XXXX of XXXX. We've had many conversations, via chat, email, and by phone, requesting LoanDepot to waive this late fee, but it seems clear that LoanDepot are not willing to budge, regardless of the circumstances. Below is a summary of reasons why we are reporting LoanDepot to the CFPB : XXXX. I was told by multiple employees of LoanDepot, including XXXX XXXX and XXXX XXXX, that LoanDepot is aware of issues with XXXX being behind of late, resulting in slow mail times. A responsible company would understand that this is not a fault of the client, who is entirely unaware of this fact, and reverse late fees, especially when clients provide adequate information that they are making every effort to pay their bill on time. 
XXXX. LoanDepot explains that we, the clients, were at fault because our bank sent the check to the wrong '' address. Meanwhile, LoanDepot cashed the check that arrived at that address, an address that is in fact on their billing statement. We the client could adjust the mailing address on future payments to their preferred address, but a responsible company would give us the benefit of the doubt as new clients. This is literally the second payment to our mortgage, and the first weve done through our banks online bill pay. And, once again, LoanDepot actually did cash the aforementioned check. 
XXXX. I was told by several employees of LoanDepot that a check is recognized on a payors account when the check is received, not when it is cashed. Again my bank, XXXX, confirmed mailing the check on the XXXX of XXXX, and LoanDepot has record of this fact in the form of a letter we provided from XXXX. Our bank considered this ample time to get the check to LoanDepot before the end of the grace period - the XXXX of the month. Meanwhile, the check was not posted to our LoanDepot account until the day it was cashed, XX/XX/XXXX. It is highly unlikely, in my opinion, that it took XXXX this long to get the check from XXXX XXXX XXXX LoanDepot has repeatedly stated that the only reason they would waive a late fee is when they find themselves to be at fault. Yet, there could be no record of fault if the checks arrival was not documented. Again, a responsible company would give their customer the benefit of the doubt. 
XXXX. Multiple LoanDepot employees exhibited unprofessional behavior in my various calls with them. On one occasion, I was hung up on by a customer service manager. On a second occasion, a Service Escalation Resolution XXXX got heated and raised their voice without reason. On a third occasion a Service Escalation Resolution Specialist lied about something shed clearly stated on a previous call regarding XXXX delivery times. 
XXXX. At least XXXX LoanDepot employees told me that they would remove the late fee if they could, because they felt the information we provided was adequate, but explained their hands were tied and that LoanDepot does not reverse late fees.

Company response to consumer: Closed with explanation