Consumer complaint received 2019-07-25 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: LD Holdings Group, LLC
State: NV

Complaint narrative:
I refinanced my home with Loan Depot using a VA Benefit with a settlement date of XX/XX/XXXX. I have attached my final closing statement from that loan showing that at closing I had paid the following amounts into my escrow account as required for a VA Loan. Property Taxes - {$740.00}. Insurance - XXXX. The entire loan process was handled by Loan Depot Representatives. My loan number is XXXX. 

Early this year I received a letter from Loan Depot saying that my escrow account was delinquent and that I would either have to send them a check for $ XXXX or they would raise my payments by approximately {$200.00} a month to make up the shortfall. 

XX/XX/XXXX - I called the Loan Depot Payment Department to ask them about the problem and was told " yes I see from your HUD Statement that you paid money into your escrow account but we never got it ''. I told them that Loan Depot handled the entire transaction and was in effect the escrow agent. I was told " It is not our problem, you will have to work it out with the Title Company ''. 

XX/XX/XXXX - I called XXXX XXXX and explained the problem to them, they checked their records and said " Yes, you paid the money into escrow, but we do not know what happened to it. You will have to talk to the billing/payment department. - I again called the billing/payment department when they answered, I asked to talk to a supervisor, after 10 minutes on hold the system hung up on me. I called back and once again asked to speak to a supervisor. I was referred to a person named XXXX, after waiting on the line while someone " looked '' for him, I left a detailed message about my problem. I never received a call back. 

XX/XX/XXXX - I called again and I was finally connected to XXXX XXXX who told me she was a supervisor and could help me. She confirmed the escrow payment was made and said she would request a review of my account to let me know what happened. She did however tell me that the review would take until XX/XX/XXXX and she would call me within 2 weeks of that date. 

XX/XX/XXXX - I called XXXX and had to leave a message as she was not available. 

XX/XX/XXXX - XXXX called back and told me the problem was not their fault and that I would have to work it out with the title company. She also told me that their paperwork was so confusing she could not tell me who the title company was. I told her that the Escrow Company was XXXX XXXX  which I assumed meant Loan Depot Escrow ( a division of her company? ) I told her that I had talked to them and they told me it was not their fault and that I again should work it out with the billing/payment Dept. I also told her that since the entire loan process was handled by Loan Depot they should figure it out. She told me she would look into it. 

Since that time I have tried to call XXXX multiple times, each time leaving a detailed message and asking her to call me. She never returned my call. 

In XXXX I received a call from my insurance company and they told me that Loan Depot had paid the year 's insurance twice back in XXXX and they had refunded one of the payments to me. I was not aware of what the check was for at the time since I had multiple policies with State Farm so I missed the connection at that time. Why did Loan Depot pay it twice? 

I have still received no indication of what happened to the taxes I paid into escrow, and I have never received an accounting from XXXX of my escrow, but, I am paying the increased monthly payment as requested until I can get this worked out. 

The questions I can not get answers to are : 1. What happened to the tax money paid into escrow?

2. How could this loan even been processed without any escrow monies attached. Why wasn't this problem caught at closing or funding?

3. Why is it my fault that Loan Depot screwed up this loan and why am I being penalized for their mistakes? 

If you can help me get this problem straightened out, I would greatly appreciate it.

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