LoanDepot

We regret to hear that the check for $180.00, for the reimbursement of overdraft fees, was not received by our customer. We did not receive any prior notification by the customer that they had not received the fundsThe check was issued on January 4, 2018. We have immediately notified our Servicing Department. They will have to validate that the check was not cashed, and then put a stop payment. Upon completion of those steps, and verification that the check has not been cashed, we will reissue a new check and mail to the customer. We regret any inconvenience this may have caused our customer

San Diego Revdex.com Complaint #: ***
Borrower Name: ***
***
Complaint Date: 4/7/
Borrower’s Complaint Filed
with the Revdex.com:
I have had months of inept customer service that has
created a host of problems1) I called when husband would be out of job for
summer (just a month - August) to say that I would be one month behind on
mortgage payment and asked if I could get caught up by paying extra after he
started getting paid again in OctoberWas told noNot told about repayment
planI made a partial payment on my ownTalked to another rep in September
They didn't know what to do with my partial payment so it was put in suspense
Told me about repayment planStill one month behindSet up repayment plan
Told me to pay the difference of my partial payment, he would pull it out of
suspense to make the full paymentI didI get letter saying my repayment plan
was broken because I did not make my first paymentI did, they did not pull
out the amount in suspenseNow I am two months behind because they did not
apply my payment correctlyWas told they would start me on another repayment
plan Long story short, after attempts that they never got straight because
someone never followed through, I gave up and went to my bank and got a loan to
pay all the late fees and amounts owed that have since accumulatedBilling
statement on February 17, stated I owed $6,ACH debit payment on
2/for $2,Bank check sent for remainder of $4,Typed letter
sent with check explaining explicitly what the amount was for (yes I have a
copy)Amount never applied to my accountPut in suspenseI continue to get
calls saying they are trying to collect a debtI email and explain again that
the amount in suspense was to pay everything I owedReply back says:
"This message is to inform you that your payments have been
applied."hours later I get collection phone callsI call back
Nothing has been appliedRep on phone now says everything is correctedI go
online, and nothing has changed
Borrower’s Desired Resolution:
I want
this situation fixed without any more debt collection callsI want to go
online and see the correction applied to my account reflecting that everything
is current and that I owe no fees, late charges, payments except for what I owe
for AprilI want ONE person who handles my account so I don't have to repeat
my story times a week, get promises that something is fixed, have nothing
get fixed, and have to call yet another person with empty promisesThis is not
customer serviceWorst service ever experienced in my life
loanDepot’s Borrower Complaint Summary:
1. Borrower claims that there was communication
issues between her and loanDepot staff
2. Borrower claims that she was not informed of a
repayment plan to assist her
3. Borrower claims her partial payment was not
applied to her account
loanDepot Findings and
Response:
1. loanDepot apologizes that Mrs*** felt like
there were communication issues between her and loanDepotThis will be
researched and addressed internally
2. All funds have been applied to her and are
reflected on her account At this time no
late charges or fees are dueThe collection calls will continue until borrower
advises our Servicing department of when she will be making the payment for her
April 1, payment
3. loanDepot has assigned single
point of contact *** *** to this borrowers account as requested
*** ext ***
In conclusion, loanDepot sincerely
apologizes that Mrs***’s experience with loanDepot was anything less
than satisfactory and in regards to the miscommunication between her and
loanDepot
Should Mrs*** have any additional
questions or concerns, he may contact the Customer Care Department at
*** ext***Representatives are available to assist her Monday
through Friday from 8am to 5pm, PST

Attached is the Letter of Explanation and supporting documentation regarding this complaint.Thank You. San Diego Revdex.com Complaint #: ***Borrower Name: *** ***Complaint Date: 7/9/2015Borrower’s Complaint Filed with the Revdex.com:On May 4th I was contacted by
Loandepot.com about refinancing my homeAfterspeaking with them I agreed to apply for a refinance with their company and I waspreapprovedThey told me that they close refinances in daysThey told me that tolock in my rate and go further in the process I would have to pay for the appraisal fee upfront, which was $I told them that I didn't have that at the time to spend, but theysaid that they could take $to get it finalized and locked in so I accepted and paid it.After that point it was a couple of weeks before they were able to get an appraisal done,then another week and a half to get the report inAt that point they said that I wasconditionally approved in underwritingAt that point I just had to turn in my taxes fromand a paystubI turned those in and expected to move forward with closingWellafter we went through that point, Loandepot.com decided that they wanted to do a deskreview of the appraisal report to ensure it was all accurateI was told this should onlytake a couple of days but it took almost two weeksThat came back clear and thenLoandepot decided that they needed to have an appraisal review completed to ensurethat my house wasn't damaged since *** had some flooding issuesSo I waitedanother week for them to send someone out, and then days for them to receive thecompleted reportIn June, the Loandepot requested the payoff for our existingmortgage, and since I had already been approved I did not make my payment thatmonth expecting the closing we had been waiting on for weeksSo we get into Julywaiting on all the pointless appraisal reviews, and they came back and said that sincewere thirty days late on a mortgage payment, Junes payment that should have notmattered if they would have closed in the timeframe they advertised, they denied ourloanAfter spending hundreds on appraisal prep, letting our mortgage go behind, we arein financial trouble.Borrower’s Desired Resolution:I want Loandepot to refund our $200, and reimburse us for our missed payment in juneof $I would also like to see them change their advertising that they close theirloans within days because we were approved for days before getting denied onday We postponed a family vacation, maxed out credit cards for homeimprovements, and now have nothing to show for ourselves, except for damaged creditand added debt.loanDepot’s Borrower Complaint Summary:Borrower claims that there were communication issues in regards to the timeframe of closingBorrower states his loan was conditionally approved and that there were issues regarding theappraisalBorrower states that he was denied due to a 30-day late payment on his mortgageBorrower is requesting a refund of his $appraisal depositBorrower is requesting reimbursement for his June’s mortgage payment in the amount of $1,013. loanDepot Findings and Response:loanDepot sincerely apologizes for any miscommunication that occurred between Mr***and loanDepotThis will be researched and handled internally. On June 8, 2015, the borrower’s loan was conditionally approvedWhat this means is that theloan’s approval was contingent on the conditions specified by Underwriting in order to get FinalApproval on the loanSome of the conditions listed in the approval were in relation to theappraisalA desk review was ordered as loanDepot’s Underwriting department felt that theremight be discrepancies and/or possible issues with the appraisal and how it was completed.loanDepot continuously followed up on the review, but we did not officially get the report untilearly July 2015. Soon after we received the review, loanDepot ordered a payoff demand for the borrower’smortgageIt was discovered at that time that the borrower did not pay his June’s mortgagepayment, resulting in a 30-day lateThe loan program trying to be secured was an FHA Fixed 30Year program which requires consecutive months of timely payments to the mortgage on thesubject propertyAfter a review of the file, loanDepot never advised the borrower not to maketheir mortgage paymentAs a matter of fact, loanDepot advised the borrower to make his Junemortgage payment if he hasn’t done so already on June 10, Ultimately, it is the borrower’sresponsibility to stay current with their monthly financial obligationsBecause of the 30-day latepayment, the borrower’s loan was respectfully declined on July 9, 2015. A customer service concession was granted to Mr*** in only charging him $for theupfront appraisal depositThis deposit was collected by credit cardPrior to collecting this fee,loanDepot evaluates the customer’s needs and determines if they have a loan product that willhelp the customerThe company conducts an extensive screening process on the phone withthe customer to collect data and find the proper program that will fit the customer’s needs.loanDepot then emails the customer information about moving forward with the loan. The borrower executed the Appraisal Deposit Agreement on May 4, where it wasacknowledged:“The Appraisal Deposit of $is non-refundable if an appraisal has been completedon the subject property.”Because the appraisal was completed and you executed the Appraisal Deposit Agreement, arefund of that $is not warrantedBy signing and returning said agreement, you acknowledgedthat you read, fully understood and agreed to the terms and conditions set thereofloanDepot didnot profit in any way on this transaction as we were subject to additional costs with the appraisal,credit reports, underwriting fees, etcThe appraisal costs alone totaled $in where loanDepothad to cover the remaining balanceAttached are the invoices in relation to the appraisal services. In regards to the $1,that Mr*** is requesting for reimbursement of his June’s mortgagepayment, this is not warranted as it was ultimately the borrower’s responsibility to stay currentwith their financial obligationsAs stated earlier, loanDepot did not inform the borrower to notmake his June mortgage payment, but actually instructed him to do so. In conclusion, loanDepot apologizes that Mr***’s experience with loanDepot was anything less thansatisfactory and in regards to the miscommunication regarding the timeline of the processMr***’sloan was conditionally approved, and in order to get final approval, loanDepot had to obtain moreclarification on the appraisalOnce we were able to get this satisfied, a payoff demand was orderedItwas there where it was discovered that the borrower did not make his June mortgage payment resultingin a 30-day late paymentBecause of this, loanDepot had to decline Mr***’s loanIn regards to the$200, a refund of this is not warranted as this was used for the appraisalThe total appraisal costs for Mr.***’s loan was $in which loanDepot had to cover the differenceAs for reimbursement for Mr.***’s June mortgage payment in the amount of $1,013, this is not warranted as loanDepot neverinstructed Mr*** to not pay his mortgage and it was his responsibility to stay current.Here at loanDepot, we have established responsible lending and customer service as our core values.Should Mr*** have additional questions or concerns, he may contact loanDepot’s Customer CareDepartment at *** ext***Representatives are available to assist Monday through Fridayfrom 8am to 5pm, PST

Consumer Complaint: Singed paperwork for refiMy husband is a VET and therefore VA streamline refiLoan was approved signed paperwork then informed missing a packet about more pages to signA person scheduled an appointment to come out at 7:pmAnother person called around 6:pm and
stated couldn't make itMore phone callsThe end result was schedule another appointment at which time had to sign all the paperwork again not just pagesVery annoyed since this takes over an hour and in addition all the paperwork had my middle name spelled outI only use my middle initial not full nameNeedless to say I signed where I shouldn't have , noticed it , and corrected it and resigned proper lineWhy didn't the person tell who came to house would be a problem ? I had to ask about several pages that called for initials which we weren't instructed to us to signThis is the short version of my story.I received a call at work 6/7/right before I take public transportation home that all paperwork must be signed again since I had signed and crossed out where I shouldn'tI am still very annoyed about the unprofessionalism of this companyMy loan number was *** for referenceConsumer Desired Settlement: This loan company shouldn't be allowed to DO ANY REFI FOR ANYONE YET ALONE VETERANSI think company fraudI will contacting other media outlets and informing other VA Organizations about my horrible experience and not deal with Loan Depot! loanDepot Findings and Response: We appreciate the opportunity to respond to Mrand Mrs***’s complaintThere are many factors involved in the loan processWe understand this process can be very complex, and involve details the customer is not familiar withTo complete the loan process, it is necessary to employ a licensed Notary for the signing of loan documentsloanDepot believes in surpassing our customer's level of expectationsOften times, there will be circumstances that are out of our controlWe outsource licensed notaries to complete the signing of our documentsWe were informed by the customer that there were unfortunate scheduling conflicts with the NotaryIn addition, the packet did not include additional pages to signWe also noticed that the loan documents were altered in regards to the spelling of the co-borrower’s middle nameFor these reasons, we needed to reschedule the signing after we redrew new loan documentsloanDepot is compelled to adhere to the strict guidelines set forth by the investor as well as the governmentWe apologize for any inconvenience the customer may have experienced during this processWe recognize that customer satisfaction is at the core of our successCustomer feedback allows us to improve on any opportunities that are presentWe consider ourselves to be experts in our industry, and we are a company with many areas of expertiseQuality is necessary to ensure compliance with investor and government guidelinesThe closing of the loan can often times be very arduous and cause some frustrationHowever, it is our responsibility to ensure that we are doing the best for our customerWe hold ourselves responsible to assist our customers in realizing their financial goalsWe know that customer’s opinion about the service we provide them is essential to our businessWe want them to know that we hear them and will continue to reach new heights of satisfactionWe pride ourselves on providing the highest quality of service to our customers and especially those who have served our country. We thank Mr*** for his serviceWe hope this isolated incident does not deter our customers from allowing us to service their financial needs in the futureIf additional information is needed, please contact loanDepot Customer Care at *** ***, Extension ***, Monday to Friday, 8:00AM to 5:00PM, Pacific Time

San Diego Revdex.com Complaint #***Borrower Name: *** ***Complaint Date: December 12, 2016Borrower’s Complaint Filed with the Revdex.com:I had applied for a refinance loan on my mortgageEverything went well for the first few daysThenthere was a appraisal requested and paid for the serviceThen
it took over months and I got aconditional approval and the mortgage officer working with me mentioned that it should be closed in afew daysBut after several days and many follow ups later they told me that the loan didn't go throughbecause of underwriting companyThis I got to know by calling after a monthNo one bothered to let meknow about thisInitially I was told that if the loan didn't go through they would refund my appraisal fee.So I asked them to issue the refundIt's now been months + and no sight of the refundI have followedup with several emails and the only response I get is someone will contact meSo far nothingHow can abusiness be so irresponsible.Borrower’s Desired Resolution:I need to get a refundBecause of the delay I couldn't work with other lenders and the rates have goneupWho will compensate for this? I want them to clearly define their processes and let customers knowup front about these refund issues.loanDepot Findings and ResponseMr*** was charged $for purpose of an appraisal depositPrior to collecting this fee,loanDepot evaluates the customer’s needs and determines if they have a loan product that benefits thecustomerloanDepot conducts an extensive screening process on the phone with the customer tocollect data and find the property program that will fit the customer’s needs.On September 29, loanDepot declined the loan because of a current litigation due to constructiondefects and loanDepot can’t warrant the condo or proceed with the loan until litigation is settled.With respect to the customer stating that calls were not returnedOur systems indicate that calls werereturned within our service level agreement.After an internal review of the recordings, there is no viable evidence to support the customer’sallegation that they were informed by the Licensed Lending Office, that the funds would be refunded ifthe loan is cancelled or deniedFurthermore, the customer executed the Appraisal Deposit Agreement,which states, that fees are non-refundable once services are rendered.REFUNDABILITY: The Appraisal Deposit is refundable in certain circumstancesIf no Appraisal Services have been completed on your property and you subsequentlywithdraw your application or your application is declined, your Appraisal Deposit will berefunded in full.If Appraisal Services have been completed on your property and you subsequently withdrawyour application or your application is declined you will be refunded the difference between theAppraisal Deposit and the amount of the value of the Appraisal Services performedIf yourapplication is declined, even if the appraised value is not what you expected, you will only berefunded the difference between the Appraisal Deposit and the amount of the value of theAppraisal Services performed.loanDepot did not profit from this loan application as we incurred expenses and losses on theborrower’s behalf that exceeded the $amountWe ordered an appraisal report, title reports, andwere subject to additional costs on other services renderedMr***’s request to refund theappraisal deposit is regretfully denied

The question was on the 1003, also known as the Uniform
Residential Loan Application, which was executed on January 29, Attached
is the section of the that includes the question that was executed by the
borrowerloanDepot sincerely apologizes and regrets that Ms*** was
subject to stress for this whole ordeal, but our stance remains the same in
that we will not be refunding the $as the borrower executed the Appraisal
Deposit Agreement (attached) and that money was used to order services with the
appraisalAs stated in the initial response, loanDepot did not profit from
this loan application as we incurred expenses and losses on the borrower’s
behalf that exceed the $amount as the total cost for the appraisal service
was $

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

San Diego Revdex.com Complaint #: *** Borrower Name: *** *** Complaint Date: 1/25/2017 Borrower’s Complaint Filed with the Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below[there was a recorded conversation that they won't let me hear where I specifically asked when my husband was listening, "will we get a refund of the apparasial if the loan doesn't go through, because of the reviews I read on Revdex.com" his answer was yes.} Borrower’s Desired Resolution: Refund fees and quit changing account numbers or sale loan to honest mortgage company loanDepot Findings and Response Please accept this as a formal response to the rebuttal that loanDepot received regarding the complaint originally submitted on December 10, After a review of our systems, we are unable to locate any verbal exchanges, in which the Licensed Lending Officer guaranteed a refund of appraisal deposit, should the loan be cancelled or declinedWe can confirm per the recordings, that the customer was informed that the appraisal deposit would be credited towards to their closing cost at closingUnfortunately, due to the appraised value of the property, the loan was declined as the customer no longer qualified for the loan programAs such, based on these parameters, the appraisal fee is non-refundable Furthermore, the customer executed the Appraisal Deposit Agreement where they acknowledged the following: REFUNDABILITY: The Appraisal Deposit is refundable in certain circumstances If no Appraisal Services have been completed on your property and you subsequently withdraw your application or your application is declined, your Appraisal Deposit will be refunded in full. If Appraisal Services have been completed on your property and you subsequently withdraw your application or your application is declined you will be refunded the difference between the Appraisal Deposit and the amount of the value of the Appraisal Services performedIf your application is declined, even if the appraised value is not what you expected, you will only be refunded the difference between the Appraisal Deposit and the amount of the value of the Appraisal Services performed With respect to the call recording, it is intended for internal useHowever, should the customer request a copy of said recording, they may attain a copy by furnishing a subpoena We appreciate the opportunity to reevaluate the customer’s complaintRegrettably, our stance regarding this matter remains unchangedWe apologetically decline the customer’s request for the appraisal refundAs stated above, this fee is non-refundable once services are renderedPlease consider this as our final review of this matterShould the customer wish to further discuss, they may contact, Customer Care Supervisor, *** ***, at 949-434-*** or via email at ***@loandepot.com

San Diego Revdex.com Complaint #: ***Borrower Name: *** ***Complaint Date: 4/7/2015Borrower’s Complaint Filed with the Revdex.com:called in February to refinancing my mortgageI talked to *** *** and explained that I wantedno costs or fee mortgageHe said we qualified for the program
completed the applicationHe told methat I would be heard from my processor in a few days to set up the closingI waited several weeks anddid not hear so I called *** againHe got in touch with *** ***she called me and told methere were a few items that needed to be reviewed,she would call me when it was readyI waited severalmore weeks and heard nothing so I called *** againHe said we would be closing at the end of themonthOn Monday March 23, I got a phone call from *** saying the we were closing the next dayat 6:I asked *** questions that I wanted answershe did not know the answers Also, that shewould be calling to go over the final figures and get answers to my quesitonsOn tuesday at 7:30, I get acall from *** saying that we would not be closing due to the paperwork was not done yet and shealso asked me if I was to bring any money to the loani told her no and it there was a penny tht I had topay, I did not want the loanshe said tht it looks like we will be pay I told her to cancel the loan.she said tht she would see what she could to do to get that removed and she would cll me to go over thefinal figures*** said that we would be closing on Wednesday at 6:The notary showed up at8:to sign the documentswe signed the documents even tho I never received any calls from ***to review the figuresthen I received an email on March from *** that the loan was in fundingand she would be calling me to review the figuresI NEVER heard from her so on Monday 30, I called hertimes to tell her to call meOn Tuesday, I call *** and asked him when *** is going to call meIcalled her supervisori explained that I dont want the loanI knew tht we were being charged fee andclosing costBorrower’s Desired Resolution:I talked to the supervisor and I told her that I do not want this mortgageI want them to reversethe mortgage and have everything placed back to the way it was before we started this process,.If they are not willing to do thisthen I want what I was promised, a no fee and no cost loan, withjust the payoff being refinancedShe told me that I was past my day recession period and icould not get the loan reversedDue to *** neglect, I now am out over Also, I ammissing my reserve payment that I had to keep in my account for the biweekly payments, Theyhave no idea where they went toAlso, we received a good faith estimate showing the fees and idid not sign or send back*** called and wanted to know whyi said due to the fees and costs.he told me tht that would nt be on the final documentsso we signed it and sent it back inthisis what I wanted to go over with *** why there was fees however she never called eventho I called her times.loanDepot’s Borrower Complaint Summary:Borrower claims that there were communication issues between her and loanDepot staffBorrower request to reverse the mortgage and have everything placed back to the way it was beforestarting the process.loanDepot Findings and Response:We are saddened to hear that Mrs***’s experience with our company wasanything less than satisfactoryThe feedback Mrs*** shared with us was takenvery seriously and all concerns have been escalated to management in relation tothe service received from our staff.loanDepot is unable to cancel or unfund Mrs***’s loanMrs***’s requestto withdraw from this loan was communicated verbally to our Processing Manager,March 31, Regulations state that your right to rescind this loan must havebeen communicated to us in writing within the allotted timeThe regulation statesthe following:(CFR Right of rescission.):(2) To exercise the right to rescind, the consumer shall notify the creditor of therescission by mail, telegram or other means of written communicationNotice isconsidered given when mailed, when filed for telegraphic transmission or, if sent byother means, when delivered to the creditor's designated place of business.In Mrs***’s case, a Right to Cancel document was provided to her when shesigned final loan documents on March 24, She was given a period of time thatended at midnight on March 28, to rescind her loanThat did not take placeAsa result Mrs***’s loan funded on March 30, and funds were disbursedThe settlement charges were discussed with Mrs*** February 18, 2015, prior toclosingMrs*** agreed and proceeded with signing final loan documentsBysigning said documents Mrs*** acknowledged that she fully understood andagreed with the terms and conditions thereofMrs*** did not exercise her rightto rescind by written communication, thus the loan is legal and binding.Should Ms*** have any additional questions or concerns, she may contact theCustomer Care Department at *** ext***Representatives are availableto assist her Monday through Friday from 8am to 5pm, PST

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

San Diego Revdex.com Complaint #: ***
Borrower Name: ***
***
Complaint
Date: 12/4/
Borrower’s Complaint Filed
with the Revdex.com:
I would like you to contact Loan Depot (*** ***, *** *** and *** ***) to get them to only contact my attorney *** *** or my
new loan officer *** *** at *** *** ***Their e-mails are as
follows: *** ***, *** *** ***,*** *** ***, *** They were
informed on the 23nd of November when they asked for a six week extension to
consider if they were going to give me a loan after we started the process at
the end of August/beginning of September that I was going with a new bank and
to send The VA appraisal over to *** *** ***As soon as I did this
they started calling me multiple times a dayI e-mailed them two more times
requesting them to transfer the appraisal, they did not complyI told them on
Monday Nov I would be filing a complaint if they did not file my VA
appraisal paperwork and stop calling meI told them they could talk to *** at
*** if they had any questions about what needed to be done and if they
continued to call me I would consider it harassmentTuesday Dec they
continued to call meMy attorney sent them a demand to Cease and Desist the
telephone call and to transfer the paperwork to *** *** ***
Thursday December 2015, they called me times since Dec 2015, times
this morningI am asking you to intervene if possibleI am a 100% medically
disabled retired trauma nurse from the United States Air Force and feel a great
deal of pressure and harassment from these people and need it to stop ASAPI
am begging you to intervene on my behalf since they have not followed my
attorney requestThank you for your assistance in this matter, *** *** *** *** ** Retired
Borrower’s Desired Resolution:
For them only to contact my attorney or *** at ***
*** ***and to stop harassing me on the phone
loanDepot’s Borrower Complaint Summary:
1. Borrower requesting to no longer be contacted by
loanDepot
2. Borrower requesting to transfer the appraisal
loanDepot Findings and
Response:
1.
loanDepot sincerely apologizes for any
inconvenience this may have caused Mr***In order to alleviate any
frustration he may have, loanDepot has added Mr***’s information to our Do Not Call list to ensure he no longer receives any type of
communications from loanDepot
2.
Per our records, loanDepot was successful in
obtaining the information required to transfer the appraisal to the new lender,
*** *** ***, at Mr***’s request
In conclusion, loanDepot sincerely
apologizes that Mr***’s experience with loanDepot was anything less than
satisfactoryWe attempted to assist Mr*** with his loan request as much as
possible, but ultimately, Mr*** decided to cancel the loan application
Should Mr*** continue to receive
solicitation from loanDepot, or have any questions, he may contact the Customer
Care Department at *** ext***Representatives are available to
assist him Monday through Friday from 8am to 5pm, PST

We are thankful for the opportunity to respond to the customer concernsWe are committed to working with the highest level of integrity and transparencyOur goal is to surpass the level of expectation for all our customersWe are appreciative of the opportunity to respond to the customer’s
complaint.We truly value the service our customer has given to our countryloanDepot has the utmost respect for military veterans, and we are honored by their tremendous sacrificeWe sincerely regret to hear that this consumer felt harassed or preyed upon by our marketing correspondence; we take this matter very seriouslyWe verified that our computer resource system does not contain any personal identifying data for this customerOur intention was to inform the homeowner of possible mortgage refinance options.In an effort to assist potential clients, we periodically send advertisements and solicitations with the services we offerWe obtain consumer data from county records or other sources such as affiliates and third parties for marketing purposesloanDepot is held responsible to comply with the laws governing advertising and marketingWe are currently conducting an exhaustive audit of the claims regarding prior requests to cease solicitation, and all findings will be addressed internallyWe have taken the necessary steps to enforce compliance with the customer’s ongoing request to suppress solicitations.To ensure that the customer does not receive advertisement from loanDepot or our affiliates, we have added their contact information to our Do Not Contact registry for all areas of solicitationHowever, this process can take up to days to complete, and additional correspondence may be sent within this timeframeWe apologize for any inconvenience this may have causedWe appreciate the customer’s patience as we actively work to complete the request to unsubscribe them from receiving future loanDepot correspondence for marketing purposes.If additional assistance is needed, please contact our Customer Care Team at (888) 337-6888, ext***

loanDepot regrets that Ms***
is not satisfied with her appraisal experienceIt is Ms***’s right to
appeal the appraisal which she can do so by initiating the appeal process with
the licensed lending officer she was working withHowever, after a review of loanDepot’s
systems, it does not appear that she initiated the appeal process with her loan
teamAs stated in the initial response, loanDepot has no control over the
appraisal process and cannot choose which appraiser to conduct the inspection
The appraisal process and inspection must be done independently as to ensure
there is no bias or predetermined value or agendaloanDepot has no reason to
believe that an appraisal completed by an unbiased, impartial local, licensed
expert is incorrectFurthermore, Ms*** executed the Appraisal Deposit
Agreement and the actual appraisal cost more than what Ms*** paid in
which loanDepot had to coverIn regards to the other loan program the borrower
specifies above, loanDepot offered it in attempts to still help Ms***
financially while taking the actual appraised value into accountloanDepot’s
goal is to ensure that fair and equal treatment is given to all consumers seeking
financing, and we have established responsible lending and customer service as
our core values

San Diego Revdex.com Complaint #: ***
Borrower Name: ***
***
Complaint Date: 5/15/
Borrower’s Complaint Filed
with the Revdex.com:
On March 30th we contacted Loandepot to refinance our home
We were told we met the credit score requriementsWe were sent all the
paperworkWe returned everythingWe paid $for the appraisalLoandepot
sent an appraiser to our homeWe received the appraisal and waited on someone
to contact usWe had to send an email asking about the status of our refinance
We were told the paperwork had to go the underwriter and someone would contact
usWe waited a couple of weeks and reached back out to Loandepot where we were
told there were hiccups holding the refinancing upMy husband's credit
scores had him deceased and they had questions about the appraisal (who they
choose)The loan officer called my husband and said the problem with the
credit report was not going to hold us upHe verified my husband was alive
The very next day he called back and told my husband they had to have at least
credit scores to process the loanWe contacted a attorney to handle the
deceased problem on my husband's credit reportWe were told to contact them
when we had the problem resolvedWe didOn May 12th they ran mine and my
husband's credit againWhich makes a negative impact on our creditOn May
13th my husband received an email stating we would receive a $refundI
sent an email inquiring did this mean the refinancing was not going to happen
I was told no they were giving us our money back due to we should have never
paid it because we didn't meet the credit criteria with my husband's deceased
problem on his credit reportI explained the credit bureaus were fixing the
problem and was told they would rerun his credit on May 18thMy husband
received a voicemail on May 14th stating his credit score was points shy of
meeting the criteria so they would not be able to process the refinancing of
our homeThey ran our credit times and made a negative impact and they would
not communicate with usWe had to reach out everytimeThey are very
unprofessional
Borrower’s Desired Resolution:
We would like to have the inquiries Loandepot made on our
credit to be removedWe understand inquiry but not Loandepot should have
better communication with their customers and be more professional
loanDepot’s Borrower Complaint Summary:
1. Borrower claims that there was communication
issues between him and loanDepot staff
2. Borrower request to have credit inquiries
removed
loanDepot Findings and
Response:
1. loanDepot apologizes that Mr*** felt like
there were communication issues between him and loanDepotThis will be
researched and addressed internally
2. After a review of Mr***’s loan, one credit
inquiry would have been sufficient to qualify for the loan product specific to
his financial needsDue to the multiple credit inquiries, we have requested to
have the excess credit inquiries removed from all parties’ credit reports
Should Mr*** have any additional
questions or concerns, he may contact the Customer Care Department at
*** ext***Representatives are available to assist her Monday
through Friday from 8am to 5pm, PST

loanDepot Initial Response: Our goal at loanDepot is to constantly find ways to surpass the expectations of our customersWe are committed to providing complete transparency in all our transactionsWe have dedicated prompt attention to the concerns noted in the customer’s complaintWe appreciate
the opportunity to clarify any misunderstandingsCustomer Service is our top priorityWe are compelled to reach beyond quality standards, to provide uncompromised serviceWebsites dedicated to consumer-driven opinions contain biased informationWe are proud of our reputation within our industry for helping customers reach their financial goalsThe information on these websites inaccurately portrays our processes and servicesWe hold our licensed lending officers to very high standard of integrityThey do their best to provide the customers with as much detail as possibleWe found no evidence that the customer was provided with a guarantee of a refund of the appraisal depositWe exhaust all options available, however, there are times that the circumstances to approve the customer are beyond our control; delays can occur that we cannot helpCustomer Care did reach out to the customer via email and returned phone calls; which are well documentedWe have recorded exchanges that show that the customer was contacted regarding her concernsReturn calls and emails do indicate that the customer was responded to about this matterThe customer did not agree with the outcome, however, it was determined that the loan was not eligible for a refund of the appraisal depositAfter careful review, it was determined that there were no apparent violations of company policy or government guidelinesOur stance remains unchanged; we respectfully deny the customer’s request for a refund of the appraisal depositWe are thankful to be afforded the opportunity to provide an explanation of our decision in response to this complaintIf additional information is needed, contact our Customer Care Team at *** ***, Ext***, Monday to Friday, 8:00AM to 5:00PM Pacific Time

Borrower’s Complaint Filed
with the Revdex.com:

I'm filing a complaint against LOAN DEPOTThey charged us $for the
shyster it of an appraiser sent at LOAN DEPOT's behest (someone local who
was familiar with our area? No, from a different state, in *** **-miles
away!) we were charged a week before he appraised while our power's outHe's
advised of downed powerHe spent maybe min taking pictures in the dark to
do the refi appraisal on my propertyIn his report, he failed to use
comparable property salesOur home has BD/BA on nearly AcresIdiot
used about properties in his joke of an appraisal report nowhere near
comparableThey were mostly 1-BD/1-2BA on 1-AcresThere were homes from
our street that were closer comparables than those pulled out of his
er..."hat" for his reportHe obviously picked them at random, no
rhyme or reasonThis of course made our property appraisal come in at least
$100,below what it should have been valued at for the refiThen the
closing costs were much more than we were quoted, even after the appraisal
reportEverything went to H*ll in a handbasket when *** *** took over our
loan as *** *** went on a wk VacationHe even demanded more
financials, never requested by ***We BOTH emailed and voicemailed, we
voicemailed ***/***'s LD MGR, who was STILL ON VACATION, to refund the
appraisal cost because we're completely dissatisfied with the crappy service of
THEIR hand-picked appraiserThey all ignored my valid complaint, even the
branch manager! When I disputed the charges with *** *** Bank, LOAN DEPOT
wouldn't admit they were wrong for the credit back! Manager *** did call us
back, but ignored the complaint for refund we should get for it appraiser's
shoddy, inaccurate "service" work that made the loan amount possible
Way below marketWe cancelled the refi and *** starts leaving angry
messagesThis is why we turn to the Revdex.com for the $refund we rightly
deserve!
Borrower’s Desired Resolution:
I want my $back for dissatisfaction with
LOAN DEPOT's appraiser qualityI notified LOAN DEPOT of the problemonce and
was ignoredI tried to dispute it with *** *** BANK, and LOAN DEPOT
ignored me again and wouldn't admit their wrongdoingREFUND MY $
Immediately!
loanDepot Findings
and Response:
loanDepot is committed to the
complete satisfaction of our customersOur goal is to provide complete
transparency in all our transactionsWe have dedicated prompt attention to the
concerns noted in the complaint and appreciate the opportunity to clarify any
misunderstandingsThe loan process is initiated
with stated facts from the customerUpon receiving
customer confirmation to move forward with loanDepot, they are informed of the
loan terms, interest rates, and appraisal deposit fee requirementsPreliminary
underwriting approval may be obtained and interest rates may be locked
However, during the underwriting process there can be a need for
additional documentation to substantiate the data they provided usThe costs
involved with the loan process are estimated until data is receivedWe expect
our licensed loan officers to conduct themselves in a professional mannerWe
will take the time to review the exchanges between the customer and the loan
officer for any training opportunities
We understand that the customer
was dissatisfied with the appraised valueloanDepot orders an appraisal from
an independent, non-affiliated, licensed appraisal management companyThe
appraisers are not selected by loanDepot to ensure that the evaluation is
completely unbiasedAppraisers will conduct a review based on many factors
such as owner occupancy, structural integrity, and sales of comparable
properties in the surrounding areaAll appraisal reports are reviewed for
compliance with all current appraisal standards, practices, and requirements
We regret that the experience with the appraisal conducted in the loan
review was not to the customer’s satisfactionIf there is significant
disagreement over valuation of the property, the customer should contact loanDepot
to file an appealAs
disclosed in the Appraisal Deposit Agreement, the deposit is collected in
advance for the purpose of appraisal type services or products being ordered or
completed which provide property valuationsThe appraisal deposit is held in
trust until we make our credit decision, or the customer cancels or withdrawals
the loan application before the appraisal services are completedThe
loan was cancelled at the customer’s request on January 26, However, the
appraisal was completed on December 28, 2015; therefore, a refund of the
appraisal deposit is not warranted
loanDepot is sincerely apologetic for any inconvenience the customer
experiencedIf additional information is needed, please contact the
undersigned

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not consider this matter closed and have been trying to reach *** *** (LoanDepot) numerous times over the past two days LoanDepot quoted me a price to refinance my loan as well as a monthly rate and I expect them to honor our agreement or renegotiate Also, LoanDepot just made an unauthorized $withdrawal from my checking account I did not give permission for this money to be transferred and will be calling my bank to report this.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have applied for a refinance loan with Loan Depot twice this yearThe first time was on 6/21/We went all the way through the application process down to closing, only to get a call on 8/8/saying, "you must own your home for months, sorry, call back after Sept 11th.'" Called back in on Sept 15thShould have been a "quick" process according to them, only needed updated documents, since this was our second attemptLocked in on 9/with loan officerShe said we would hear from Sr Account Manager soon9/27- called in to see what was taking so longShe said she would reach out to Sr Acct Mgr again, FINALLY hear from him on 10/3. I tell him what happened first time & let him know appraisal will expire on NOV 7th. He says we have PLENTY OF TIMEI send in more updated documents10/4-loan approved pending underwriting, should be a "boring weeks at the longest and we can close" 10/17-need tax transcripts again, sent in10/18- confirmed receipt, business days & then we can closeSILENCE- hear from them on 11/2- "your old house is showing up in your name"---I tell him we sold it to my dad, (same last name, read carefully)....send in Bill of Sale, he says it's a "quick fix"Meantime, an appraiser calls to recertify home, Loan Depot did not tell me appraisal expiredMy loan also unlocked on 10/31, they extended it until 11/15...they did not tell me any of this eitherI email Senior account manager THE VERY SAME MORNING THE APPRAISER CAME TO MY HOME---HIS RESPONSE--"can't wait to close with you guys"My loan is unlocking on this date, instead of telling me this, he says he can't wait to close11/at 6am, no phone call, no email notice of loan unlocking, I get a NEW rate lock agreement for a HIGHER RATE!!! I call in, they say " sorry, your loan unlocked on 11/15, we didn't get the recertification from the appraiser until 11/"The only way you can get your original rate back is to buy it down for $7,200.00"To make a long story short, I spoke with the Senior account manager's boss, * ***, he actually laughed while on the phone with me because I was very upset, he admitted Loan Depot was at fault but told me "finer pointing is not going to get you anywhere", spoke the VP of sales, he also admitted that their employees had "room for improvement, but "sorry", we offered you a resolution of $7,200.00"I sent the CEO an emailHe said he was going to review my case and reach out to meNEVER DIDLAST, they lowered our credit score for "too many credit inquiries in the last months"I only wish I had read all of the complaints online before I wasted my time with this joke of a companyYou can bet we will be posting this on every financial informational site possible
Regards,
**

After further research, when the borrower was requested for additional information as we needed to update some of the documents in her file and that we would need to also gather the W-2s or taxes, Ms*** refused to send in any additional documentation needed to close the loan. loanDepot sincerely apologizes that Ms***'s experience with loanDepot was anything less than satisfactoryHere at loanDepot, we have established responsible lending and customer service as our core values

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response by the loan depot is an outright lie and I'm appalledThey made a mistake they should have the decency to fix it If you listen to the tapes you will clearly here that they never asked for my permission to check my credit, and they never asked for my social security numberIn fact, at the beginning of the conversation they asked ME what my credit score and income was in order for them to better calculate what kind of loans I was qualified forWhy would I think they were going to pull my credit when they never asked for my social security number, they never asked for my permission to do a hard credit pull or any type of credit pull, and they explicitly asked me what my credit score and income were?
Regards,
*** ***