Consumer complaint received 2021-10-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: LD Holdings Group, LLC
State: CA

Complaint narrative:
On or around the first week of XX/XX/2021, I started the refi process with Loan Depot based on an advertisement I responded to in my email which I now greatly regret but the ad/email was very enticing and appealing. Low rates, equity in your home? Need some cash out? Etc. etc. I am XXXX years old and a low income senior but with significant equity in my home. I also have had the same mortgage for almost 20 years so it had been awhile since I entered into this process. 

I should have known better because the first thing the account manager asked for was my Debit card number. I gave it to him. They would have to charge me to pull my credit report. I thought this was a little odd but he was also very very very positive and cheery and deceptive and plus, I will be saving so much money with my new loan, what's {$20.00}? I trusted him. Again, stupid. They charged my card for the report. The process was long and arduous as you probably know. I sent them my documents, tax statements, everything short of the dogs, and the account manager continued to be very positive. I was going to get my loan! They next thing I knew, my card had been charged for the appraisal. A whopping {$490.00}. I asked the account manager why they were doing the appraisal so early in the process? First of all, it's a no brainer my home was worth quite a bit per where I live in CA and any of the home value sites showed the value. My home value was a given therefore it didn't ' seem to me we should be doing the appraisal this until the end -- until I knew for sure I was going to get the loan. Oh, cried the account manager, but YOU ARE GOING TO GET THE LOAN!!! 99 % SURE! CAN WE CHARGE YOUR CARD? I believed him and said yes. Well, they made the loan offer but FORGOT I had a second on my mortgage. They FORGOT. I had to tell them over and over. I did so much due diligence FOR THEM. They then said they would need to rethink the offer ( you think? ). Then they turned me down after a couple more weeks and not only charged me for the credit report, the appraisal, but had a {$20.00} fee tacked on to my mortgage I did not know about I just paid. I have now paid out {$530.00} for NOTHING. It's now been a month since they said they would " at the least '' refund my appraisal fee of {$490.00}. I have a long string of emails from them saying the check is " on the way '' and I have taken days off work to be here. Again, today. I came home from work early. Here is the fake XXXX  XXXX number they gave me. You try it : XXXX. Enter it on XXXX  XXXX tracking and you see bogus entries. It was supposed to come today TOO. This has gone on for a MONTH and I can't take it anymore. I would like my refund of {$490.00} without having to QUIT MY JOB to get it, the very same job they said " wasn't good enough '' for me to get a refi for a house I owe only {$120000.00} for and the fact that I am XXXX, of " declining earning years '' apparently " worried '' the underwriter. I have lived in this house for nearly 20 years! The whole experience was horrible and degrading. Now I have to go through it all again to get the appraisal fee back. They keep promising over and over and over. It never shows up. Do they enjoy this? It is driving me to tears. Thank you for your help. XXXX XXXX

Company response to consumer: Closed with explanation