Consumer complaint received 2021-03-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: LD Holdings Group, LLC
State: TX

Complaint narrative:
To whom it may concern : Please note that Loan Depot is our 'current ' Mortgage Loan Servicer, and we decided to refinance with Loan Depot ( same company ) our loan for a lower rate of 2.5 % from the current 3.5 % that we are currently paying to date. This company had a policy offering to their client a 'Lifetime Guarantee ' NO closing costs for existing members. The loan officer, XXXX XXXX qualified us ( Loan # XXXX ) on XX/XX/XXXX for a 2.5 % rate, and was locked until the completion of the process, up to XX/XX/XXXX. After submitting on demand, ALL the required documents, we finally Esigned after almost 4 months, the Agreed terms on the Final Closing Disclosure with a Closing date on XX/XX/XXXX and Disbursement Date on XX/XX/XXXX. The agreed closing event as confirmed with the agent, XXXX  XXXX never happened, due to the failure of Loan Depot to deliver the documents to be signed. We called Loan Depot, and they needed more income information from us. We have a fully paid, original owned property house ( XXXX taxable value= {$230000.00} ) for rental, and we gave them a copy of the XXXX Lease document, as well as our latest XXXX Tax return. Both of these set of documents were given at their request, in addition to a permit to access the Social Security records of XXXX XXXX, XXXX year old, and was laid off on XX/XX/XXXX, due to the final closure of the company, where employed ( XXXX XXXX ) continuously for the last 15 years. MrsXXXX XXXX is still trying to find employment, and she also activated drawing an early retirement from the Social Security System as an added monthly income. Mr. XXXX XXXX is currently FULLY employed, and he brings 80 % of the household income. This property that we are refinancing was built in XXXX XXXX, XXXX and we have paid ( on time ) our monthly amortization with Loan Depot, until these days. The pandemic never affected our Terms and mode of payment, and we pride our exceptional credit score. It is our moral and financial obligation to pay our debts, religiously, and that is how we will manage this mortgage until it's fully paid, with our goal, in the next 10 years. We just want Loan Depot, to honor the previous agreement that we Esigned in good faith, and make good on their refinance loan promise with a 'Lifetime Guarantee '. We sent to Loan Depot 's customer service, an appeal on XX/XX/XXXX 'to reinstate the Final Refinance Closing Disclosure for the Terms ( 2.5 % ) that were offered and accepted ', under Refinance Loan # XXXX File # XXXX that was confirmed for closing. We also made a follow up on XX/XX/XXXX RE : appeal ..but there's NO imminent resolution on the horizon. We hope that you can help us investigate this unfair business practice, based on pre- pandemic process and underwriting, and not on the individual/joint merits and worthiness of the consumer/borrower. 

Thank you for your valued services and immediate action. 

Thank you, XXXX XXXX and XXXX XXXX

Company response to consumer: Closed with explanation