LoanDepot

San Diego Revdex.com: *** Borrower Name: *** *** Complaint Date: 06/15/
Borrower’s Complaint Filed with the Revdex.com: From the very beginning 4/20/I sensed something wrong with this place.I was told twice I would get a call back from a banker to start my app within a certain time and both times I did not.Finally *** *** calls me because my fiancé called and asked why I was getting the run around.He takes all my info and I get congratulated by him and another male which I assumed was an underwriter, on my new refi.I never would have thought my experience was going downhill from there because I knew all my info would be backed up with my documentation I faxed inFrom the moment SrAccount mgr *** *** took over I was completely discouraged.She never called, the one time she did, she left voicemail askin for call back to go over appraisal, I called min later and she is out of office.I called twice and she never called me back.She sent an email days later sayin she sent it to underwriter and never once called to go over the numbers at my request, giving I had a high appraisal and my loan was set for the minimum until the appraisal was completed.She asked for additional documentation like copies of cancelled checks.I go through a private lender who lives a few miles from my house, which I have rented and then purchased the house thru for over years now and have always paid him cash and got receipts.Never once was told they wouldn't be acceptable?Several weeks go by and the time she given me had came and I called to check on status, she told me end of that week.The next day I get a strange email saying they cant do my loan because I haven't worked for commission for years? I work a FT job at over $18/hr and my paystubs proved that.I called her and she actually answered and told me that she would have to find out from her supervisor and call me back that afternoon(which she never did, not even out of courtesy)Completely distraut needing answers, I call *** who has seemed very knowledgeable.He says her email is and claims that I am only PT? I explain again hour warehouse is FT.He made comments that "IF" I'm FT I can get a document from my POEI told him several times at the beginning of this that they have a no reference policy and will not provide documentsI got a # for a HR rep for them to call to verify I was FT, he blamed my poe for being lazy.Later he asked about the cash receipts?I told him I pay cash always have, do not write checks for anything.He said he would call if he needed anything else.The next day I receive an email from the reconstructive dept telling me now that they need to verify the date of my priorforclosure and they cant accept cash receipts bec those do not prove I paid??The forclosure date showed over yrs (for a FHA loan) on my CBR Borrower’s Desired Resolution: I paid $390+$for an appraisalI should be refunded that because my documents matched info I provided in my application to get preapproved and "congratulated" on my new refiI was told different things by different reps that were untrue, false, and make no sense as to why my loan cannot be processed 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 customer’s concerns and appreciate the opportunity to clarify any misunderstandings The 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 lockedHowever, during the underwriting process there can be a need for additional documentation to clear conditions set forth by the investor of the loanWe must rely solely on the customer to provide information we are unable to obtain, such as a paper trail to evidence the payer of a mortgage trade line and documentation to validate status in employment We regret that the customer felt that they did not receive the service deservedCustomer service is very important to loanDepot, and we understand that customer dissatisfaction can negatively impact our businessThat said we expect our licensed loan officers to uphold the core values of our companyWe take the concerns noted in the complaint very seriously, and have taken the necessary steps to conduct an investigation of the communicative process between the customer and the loan officer for any training opportunities An appraisal evaluation does not guarantee the approval of the loan as it is a tool used to determine loan program compatibilityIn the appraisal agreement the customer consents to the fact that the appraisal is completed regardless of decisionHowever, customer service is our number one priority; therefore, we have decided to refund the appraisal deposit and credit report fee loanDepot is sincerely apologetic for any inconvenience the customer experiencedIf additional information is needed, please contact Customer Care Department at *** ***, Ext***, Monday to Friday, 8:00AM to 5:00PM, PDT Sincerely, *** *** Customer Care Analyst *** *** tel/fax *** *** ext*** ***

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 While I am accepting the refund, their explanation is inaccurate as now they are transferring the blame to credit reporting agency when I was told that their decision not to approve the loan was based on information from the second Lein holder
Regards,
*** ***

Please see attached response.San Diego Revdex.com Complaint #: *** Borrower Name: *** *** Complaint Date:
5/18/2015 Borrower’s Complaint Filed with the Revdex.com: I refinanced with Loan Depot, with the promise that they keep they're loans for life of loan! I have been through 3 companies selling my loans and that's what drew me to Loan Depot the 4th company! Now they sold my loan in October, didn't send me any notice of transfer, only thing I got was a letter from *** dating April 16 with 1 returned payment, I went to bank to check on cashiers checks that I sent and all was cashed!!!! Now I am missing mortgage payments that I have been sending faithfully every month! You keep telling me you sent me letters of change, but if you did, why would I keep sending my payments to you!!!!??? Now my mortgage is near foreclosure because you didn't forward my payments and nowI am the guy not making payments!! ***!!!WHERE IS MY MONEY??? Borrower’s Desired Resolution: Please contact Seneca Mortgage and send them my payments that you received from me! This is *** the *** the government lets you get away with!!! loanDepot’s Borrower Complaint Summary: Borrower claims that loanDepot promised to service the loan for the life of the loan. Borrower claims that he never received a notice of transfer. loanDepot Findings and Response: loanDepot apologizes that Mr. *** felt uninformed regarding the service transfer of his loan. Mr. *** was sent a Notice of Transfer by loanDepot on October 16, 2014 informing him that loanDepot will stop accepting payments after November 2, 2014. Within the notice, it also states that the new servicer is *** *** *** *** and all payments due on or after November 3, 2014 should be sent to *** ***. Any payments received 60 days after the transfer are returned to the sender. 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

San Diego Revdex.com: ***Consumer Name: *** ** ***Complaint Date: August 29, 2016loanDepot File: *** Account: *** loanDepot Findings and Response: loanDepot is committed to the complete satisfaction of our customersThe concerns of our customers are taken very seriously
Surpassing their level of service expectations is priorityWe pride ourselves on working with the highest level of integrity and transparency in all facets of our processesWe have dedicated prompt attention to the concerns noted in the customer’s complaint and appreciate the opportunity to clarify any misunderstandingsThe loan approval process can be complex and arduousLoan eligibility is based on stated facts that we receive from the customer during a comprehensive telephone evaluation All customers who qualify under the criteria set forth by government and the investors of the loan are conditionally preapprovedThere are many conditions to be met however, it is necessary to the processing of the loanWe are required to collect documents from the customer to substantiate the data they have provided usDuring the review process it is often necessary to request additional documentation to clarify the data submittedMany factors can contribute to unexpected delaysOften times we must rely solely on the customer to provide the information we are unable to obtainCommunication from our associates regarding needed items may occur repeatedly during this processEfficiency in collecting necessary documentation to verify important factors is part of our commitment to provide exceptional serviceWe sincerely regret that the customer felt this was excessive. We always strive to deliver quality in the handling of our business transactionsWe have carefully reviewed our records and verified that a credit of $was applied to the customer’s account on August 16, We also confirmed that $was credited on the same date; however, we inadvertently applied this credit towards the principal balanceloanDepot is apologetic for any inconvenience this may have caused We trust the aforementioned communication addresses the customer concernsIf additional information is needed, please contact Customer Care at *** ***, Extension ***, Monday to Friday, 8:00AM to 5:00PM Pacific TimeSincerely, *** *** Customer Care Analyst

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
[My new rate is only .25% below my last mortgage that made a monthly payment of about $less that I have to pay each monthSo I think it's a pretty good guess I went ahead with the mortgage process for what money I could get which at that time was only the $1, cash backAT NO TIME WAS I TOLD THAT LOAN DEPOT WOULD KEEP MY ESCROW FOR ANYTHINGI WAS DECEIVED! As for my house coming in under exspected valueI can't help it if the inspector didn't know what they where doing]
Regards,
*** ***

After a review of our systems, it was discovered that the loan application did not have the correct information for the rental income in order to qualify for the refinanceUnfortunately, this was not revealed until after the appraisal inspection took place Due to the oversight, the
appraisal deposit in the amount of $was refunded back to the credit card on file on December 22,

Please see attached response for complaint number ***. Thanks,San Diego Revdex.com Complaint #: ***Borrower Name: *** ***Complaint Date: 7/30/2015Borrower’s Complaint Filed with the Revdex.com:On April 22cnd, after being hard called by this company several times, I
spoke with a loan officer of this companynamed *** ***Mr*** collected my information for a refinance, ran the numbers as well as my creditand began the process of a refinance on my homeMr*** told me that I could get cash back, pay off bills andso forth to entice me into the processI was charged a $appraisal fee after being told that everything lookedgreat and that the next step would be to order an appraisalI received initial approval from underwriting and theprocess went forward with me immediately sending anything they asked for, taking a large amount of saving topay down bills, and essentially doing what ever was asked of meThe process dragged on and onAt weeks intothe process I was told that Mr*** was wrong and that I would not be receiving any money back but thateverything looked goodAt over months into the process, I was told to hold of making my June mortgagepaymentAs the days dragged on I contacted this company through their secure porter because I had still not mademy house payment and was becoming worried because no date for closing had been scheduled(I have e-mailsback this up.) Finally on June 28th I receive a phone call from Mr*** that I needed to make my house payment.Luckily out of frustration and fear of a late payment I had made it on June 25thThis proceeded again into July longafter I had sent any documents the under writer wantedMy income did not change during this process and mydebt went downFinally around the 20th of July, I had become so upset that I called this company's customerservice and logged a complaint on the mishandling of my loanAt that time I spoke with *** *** from theircustomer service and was told that a note had just been placed in my account that they would not be able to countpart of my incomeI never heard from Mr*** about the complaint again.Borrower’s Desired Resolution:I feel strongly that this company should have fully qualified my income prior to moving forwardwith the loan and dragging the process on for monthsA simple call to one of their underwriters would have saved months of stress and headache along with my losing $395.00, and mycredit being run a second time without my permission thus bringing my credit scores downAreturn of my $will suffice to close this account and I want to be put on their do not calllistI will never do business with this company again.loanDepot’s Borrower Complaint Summary:Borrower claims that the process dragged on and onBorrower claims that she was advised not to make her mortgage paymentBorrower is requesting a refund of the $appraisal deposit fee.loanDepot Findings and Response:After a review of Ms***’s loan, the borrower was initially locked in to a 4.125% ConformingFixed Year loan on April 21, The appraisal was completed and a copy was sent to Ms.*** on May 8, At that time, Ms*** requested to appeal the appraisal for furtherreview of the appraised valueloanDepot received a comparables report from Ms*** from thesurrounding area to appeal the appraisal on May 20, A review of the report was completed onMay 22, and it was determined that the comparables provided by Ms*** were not recentenough to be considered. The loan was submitted to underwriting on May 26, and was conditionally approved on June 3,loanDepot informed Ms*** on June 3, of the items needed in order to satisfy theoutstanding conditionsloanDepot received the outstanding items and confirmed with MS***on June 5, In order to move forward and submit the file back to underwriting, loanDepot hadto complete a rapid rescore to update current credit ratingIn doing so, the credit score haddropped causing a significant difference in pricingThe loan was re-priced on June 18, to allowcash to Ms*** at closing and submitted back to underwriting for review. At that time, it wasalso discovered that the property was in a county that was affected by the FEMA disasterdesignation and another inspection had to be completed prior to moving forwardAn inspection wasscheduled for June 30, 2015, but the report wasn’t received until July 7, On July 6, it wasdetermined that loanDepot was unable to use all of the income provided due to the inability toprove continuance.The loan was ultimately declined on July 28, due to debt to income ratioloanDepot apologizesthat Ms*** felt the process dragged on, but loanDepot was faced with multiple challenges inprocessing this loan. Ms*** was charged $for the purpose of an appraisal fee which is collected by credit card.Prior to collecting this fee, loanDepot evaluates the customer’s needs and determines if they have aloan product that will help the customerAs a customer concession, a refund of $has beenprocessed to the card ending in ***.In conclusion, loanDepot sincerely apologizes that Ms***’s experience with loanDepot was anythingless than satisfactory and in regards to the misinformation between her and loanDepotWe attemptedto help Ms*** with her loan request as much as possible, but ultimately we were unable to assistwith her financial needs. Should Ms*** have any additional questions or concerns, she may contact the Customer CareDepartment at *** ext***Representatives are available to assist her Monday throughFriday from 8am to 5pm, PST

After a review of the systems, loanDepot found all the above mentioned credit inquiries to be validFor the unsure credit inquiry of April 10, 2014, imortgage, a division of loanDepot, pulled the borrower’s credit prior to the closing of his loan to see if the consumer obtained any additional debt and to see if the borrower’s debt-to-income (DTI) ratios have changedFor the March 11, inquiry, our records show that credit was pulled on this day from the online application that the borrower submittedFor the March 12, inquiry, our records indicate that the borrower had a lengthy conversation with a loanDepot licensed lending officer on this dayHowever, because the previous loan application was already cancelled in where the March 11, credit inquiry took place, loanDepot had to create a new application for the borrower and pull credit for the new application which is what happened for the March 12, inquiryFor the April 6, and April 9, inquiries, the borrower signed an Explanation of Inquiries letter in where he acknowledged these inquiries on said letter that he was “shopping for [a] home loan” which makes these inquiries validPlease see attached Explanation of Inquiries letter. In conclusion, after a review of loanDepot’s systems, the credit inquiries appear to be valid

Ms*** came to loanDepot to discuss options of
refinancing her property on January 29, A program was identified, and her
loan was locked into a FHA Fixed Year on February 1, At this time, her
loan was conditionally pre-qualified based on the information that was
received
from the borrower, and on January 29, 2016, the borrower executed the
where it was marked “No” for the following question:
“Have you had property
foreclosed upon or given title or deed in lieu thereof in the last years?”
Based off the above information received from the
borrower, the loan process continued
Furthermore, Ms*** was charged $for the purpose
of an appraisal deposit collected by credit cardPrior to collecting this fee,
loanDepot evaluates the customer’s needs and determines if they have a loan
product that will help the customerThe company conducts an extensive
screening process on the phone with the customer to collect data and find the
property program that will fit the customer’s needsloanDepot then emails the
customer information about moving forward with the loan
The borrower executed the Appraisal Deposit Agreement on January
29, where it was acknowledged:
“The Appraisal Deposit of $is
collected in advance of any Appraisal Services being ordered or completed on
the subject property…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 performed.”
Because the appraisal
was completed and the Appraisal Deposit Agreement was executed, a refund of
that $is not warranted as the total cost for the appraisal service was
$By signing and returning said agreement, the borrower acknowledged that
she read, fully understood and agreed to the terms and conditions set thereofEnclosed
with this letter is the Appraisal Deposit Agreement
In conclusion, loanDepot sincerely
apologizes that Ms***’s experience with loanDepot has been anything less
than satisfactory and that she felt there were communication issuesIn regards
to the $refund, it is not warranted due to the appraisal being completed and
the borrower executing the Appraisal Deposit AgreementloanDepot did not
profit from this loan application as we incurred expenses and losses on the
borrower’s behalf that exceeded the $amountWe ordered an appraisal
report, ran credit reports, title reports, and were subject to additional costs
on other services rendered

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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: *** Loan ***/***Complaint Date: March 20, Borrower’s Complaint Filed with the Revdex.com: “I send in half of my house payment every weeks, loan depot will not apply it until the first of the month, now that I have months ahead my money is being sent back to me and now im getting calls saying that I have missed a payment and must pay it nowwhen I asked why wont you apply my payment when I send it in I get the answer that is not our policy, I asked for the policy number and where it is on the contract we signed for the houseneither question can be answeredi have called twice to address the situation and asked to speak to a supervisor chris pauleen in AZ he has not returned my calls.” Borrower’s Desired Resolution: to have my money applied to my home loan when I send it in and not have it sent back to me” loanDepot Findings and Response loanDepot regrets that Mr***s’ experience with loanDepot’s servicing department has been anything less than satisfactoryAs with every customer of loanDepot, we do our best to accommodate the customer and take payment for their mortgage obligationsOn the Deed of Trust, executed on June 8, by the customer, page 4, section 1, paragraph states: Lender may return any payment or partial payment if the payment or partial payments are insufficient to bring the Loan currentThe same information is also stated on the monthly billing statement page 2, number 4. After a thorough investigation, our servicing department found the customer was sending partial payments to satisfy his monthly installment and expecting the funds to be applied immediately to his loan. loanDepot is unable to accept partial payments, instead if there is a payment sent for less than the current installment payment due, loanDepot applies the funds to a suspense account. When the full monthly payment has accrued in this lockbox, the fund are applied to the loan the same day. On October 14, loanDepot found the customer had a trend of sending partial payments. On October 20, the customer was offered our Budget Drafting program to accommodate his desire for smaller payments twice a month. The customer did not agree to the program offered at that timeThe customer is correct, two half payments were retuned, check *** was mailed on March 10, and check *** was mailed on March 24, as the loan was in good standing. Per our policy the excess funds in the lockbox were returned to the customerloanDepot apologizes for Mr***’s experience with our servicing department. loanDepot has sent an application again for our Budget Drafting program to accommodate the customers desire for half payments monthly. If he has any further questions or concerns, he may contact loanDepot’s Customer Care Department at ###-###-####Representatives are available to assist Monday through Friday from 8am to 5pm, PSTTell us why here

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
Regards,
*** *** Five days after rejecting their offer a packet was delivered to the wrong addressThis wrong address was brought to their attention again five days beforeFailing to correct the address and sending the packet to the wrong address put my personal information at riskTheir reply assumes no responsibility on their part, nor does it propose a solution to their problemOne can not expect in my opinion professionalism from a company that does not act in a professional manner

loanDepot sincerely apologizes and regrets that Ms***’s experience with loanDepot was anything less than satisfactoryHowever, there is no evidence that supports the borrower’s claim in that the paperwork indicated if the loan did not go through because of a low appraisal, then she would be
refunded back that deposit of $which is used to pay for the appraisal The borrower executed the Appraisal Deposit Agreement on May 5, where it was acknowledged: On May 23, 2016, the loan was respectfully declined due to low property valueBecause the appraisal was completed and the Appraisal Deposit Agreement was executed, a refund of that $is not warrantedBy signing and returning said agreement, the borrower acknowledged that she read, fully understood and agreed to the terms and conditions set thereofThe appraisal alone totaled $in where loanDepot had to cover the remaining balance Please understand that loanDepot has no control over the appraisal process and cannot choose which appraiser to conduct the inspectionThe appraisal process and inspection must be done independently as to ensure there is no bias or predetermined value or agendaThe impartial local/certified appraiser (valuation expert) completes the appraisal based on the most similar and best data available in the marketloanDepot has no reason to believe that an appraisal completed by an unbiased, impartial local, licensed expert is incorrect In conclusion, a refund of that $is not warrantedloanDepot did not profit from this loan application as we incurred expenses and losses on the borrower’s behalf that exceeded the $amountWe ordered an appraisal report, title reports, and were subject to additional costs on other services rendered Should Ms*** have additional questions or concerns, she may contact loanDepot’s Customer Care Department at *** ext***Representatives are available to assist 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear The business states that every option was explored, however this is a lieAfter dealing with lies and attitude from the employees at loan depot, we went with another mortgage companyThey immediately asked if we had a co signer to bypass the obstacle of having "close numbers" on the income/borrowing ratioLoan Depot NEVER mentioned that was a possibilityThey did not care one but about closing our loanOur loan officer certainly couldn't be bothered and even told us if we didn't like it- don't submit anymore papersThey whole process and way we were treated was a total disgraceClearly they're not telling the full truth because we were able to get funding with another lender which made our experience a pleasurable breeze! I request for this complaint to stay on their record and strike against themOther people have a right to know what kind of company they're dealing with
Regards,
*** ***

loanDepot Initial Response:We are grateful for the opportunity to respond to this complaint filed by our customerWe understand the customer has concerns about the loan processThe process of a mortgage refinance can be arduous and complexOur goal is to ensure a smooth and efficient transaction
Our customers are prequalified based upon the information that they provide verballyThere are times that customers misunderstand the information providedWe offer loan programs that allow the customer to include the closing costs into their loan balanceWe do not offer a zero cost loan.We try to estimate the time that it will take for us to process the loanHowever, there can be delays that are beyond our control that can cause the time to be extendedThe county, in which the customer resides, was declared a disaster zoneThis caused unforeseen delays, and the customer was made aware of this by email from loanDepotThe customer signed on October 17, 2016, and her loan was funded on October 14, The loan was funded well before the customer would have had a late reported on her creditShe was made very aware of when her payment would be due, through various methods of communication, including emails.Lastly, our customer was fully aware of the loan amount, payment and funds required at closingShe confirmed by emailThe loan was always $325,from start to finishThis was the amount that the Licensed Lending Officer first lockthe interest rate, on August 18, Moreover, we confirmed by phone with our customer that her loan amount was $325,It was determined the customer was short to closeThis was due to the current insurance renewal and tax installment amounts to be paid at closing.We are grateful to clarify any misunderstandings that our customer had about the loan processIf additional information is needed, contact our Customer Care Team at (888) 337-6888, Ext6789, Monday to Friday, 8:00AM to 5:00PM Pacific Time

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
This answer to my complaint is completely one sided and did not take into consideration that the person that sent the loan to underwriting missed the debt and never would have sent to get approved The appraisal paper was signed only because my debt to income was cleared to go forward They missed the alimony being paid Oh sorry is what my counselor said If *** would have viewed the tapes she would hear the words from her agent, "your debt to income is well within guidelines" "Sorry I missed the alimony" Now I'm out the $for their mistake and they will not take responsibility Never believe what they say at loan depot, they are there to push you into a sense of security Promises the world and gives you nothing Stay away!!!
Regards,
*** ***

Consumer Complaint Filed With Revdex.com:We never had any loan types in mind when we contacted them they told us they would see what loan would be best for usthe amount would be depending on the appraiser and what we don't want we would send back to them and it would be taken off the loanOn the repairs the A/C was the only item that was questioned because it was just replaced last year and the appraiser didn't know how to operate the unit so she said it didn't work when she inspected it so it would need to be replaced so I talked with her and the state and they both advised us that they were not to inspect those items in a house and that a home inspector would be neededso I talk to loan depot about it they said not to worry about it and just fix the other repairs and we did that so I don't know how then can say that we didn't fix themwe were advised that they were going to send out the appraiser to verify but they never did thatso I had called serval times to find out what was going on with the loan cause we would not here anything from them I was advised that the amount that we wanted was not enough for them to do anything and if I wanted the loan to go though then I would need to pull more and I told them I didn't want to do that so the next day I received a call and was advised that they were not going to fund cause their was no prof that the repairs were done and that I had to contact there contractor and pay them for the inspectionsI received calls after all of this wanting me to accept more money and could just send back what I don't use or don't want and it would come off the loan amount and we would get our fundingI advised them I didn't want to do that cause the payment would not change and that the payment would be higher and they said it would be the same payment amount as to pulling a smaller amount.Consumer Desired Resolution:RefundloanDepot Findings and Response:Please accept this as a response to the rebuttal that loanDepot received regarding the complaint submitted by our customer on June 17, We have completed a reevaluation of the events concerning this loan processloanDepot is committed to operating in complete transparency in all our processesWe are grateful for the opportunity to revisit our initial response.We understand that the customer stated that they did not have any loan programs in mind when they contacted usHowever, an integral part of our discussion with the customer is the different loan options availableCustomers may often have a loan amount and term that they are seeking, not necessarily the specific programWe consider our Licensed Loan Officers to be subject matter experts in their field, and as such, we expect them to communicate all loan options available to our customers. loanDepot orders an appraisal evaluation from an independent, non-affiliated, Appraisal Management CompanyThe licensed appraisers are not selected by loanDepot to ensure that the evaluation is completely unbiasedOften times if the customer does not agree with a particular condition stated by the licensed appraiser, it is their option to retain a home inspector. We provided several options for the customer to make the repairs needed, however, the customer decided against that optionAfter completing an audit of all the factors involved, we have concluded that our response will remain the sameThe appraisal was conducted in an appropriate manner and a reimbursement is not warranted.If additional information is needed, please contact Customer Care at *** ***, Ext***, Monday to Friday, 8:00AM to 5:00PM Pacific Time.Sincerely,*** ***Customer Care Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I’ve received a copy of the letter that the company faxed to the credit bureau, and I consider the matter resolved to my satisfaction
Regards,
*** ***

San Diego Revdex.com Complaint #: *** Borrower Name: *** *** Complaint
Date: 1/2/2015 Borrower’s Complaint Filed
with the Revdex.com: I reached out to loanDepot to gather information regarding
refinancing my home loanI made it clear from the beginning of the call that I
was simply gathering information and not jumping into the refinanceI was
asked to authorize a hard inquiry into my credit which I declinedAfter
reviewing my options, I contacted loanDepot to advise them I would not be
pursuing a refinance with themAlthough I declined to work with them, loanDepo
still did a hard inquiry into my credit and prepped a refinanance - they
emailed me disclosure documents this morning. Borrower’s Desired Resolution: I desire loanDepot to STOP all processing of this loan
immediately and to STOP contacting me in hopes of changing my mind. loanDepot’s Borrower Complaint Summary: 1. Borrower states that she did not authorize
loanDepot to pull credit and is requesting to have the inquiry removed.2. Borrower is requesting to no longer receive any
contact from loanDepot loanDepot Findings and Response: 1.
loanDepot sincerely apologizes for
any inconvenience this may have caused Ms***This will be researched and
addressed internally with personnelloanDepot
is currently working with Ms*** to address all concerns. 2.
In order to alleviate any frustration she may
have, loanDepot has added Ms***’s information to our Do
Not Call list to ensure she no longer receives any type of communications from
loanDepot. Should Mr*** continue to receive
solicitation from loanDepot, she may contact the Customer Care Department at
*** ext***Representatives are available to assist her Monday
through Friday from 8am to 5pm, PST

San Diego Revdex.com Complaint #: ***
Borrower Name: ***
***
Complaint Date: 12/1/
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 complaintFor your reference, details of the offer
I reviewed appear belowI wish to have my appraisal fees and other fees
refunded as well as the Brokers fees that I was charged since I had cancelled
that loan to go with Loandepot.comMy loan could have closed by now if I went
with the other loan but I was fed information to do my loan with
loandepot.comThus I am requesting that all fees from the broker and loan
depot be refunded
loanDepot’s Borrower Complaint Summary:
1. Borrower requesting a refund of the appraisal
deposit fee and the fee incurred from an outside source
loanDepot Findings and Response:
1. After a review of Mr***’s loan, the
borrower was initially locked in to a 3.75% Conforming Fixed Year loan on October
27, All pertinent documentation was completed on October 28, to move
forward with the loan applicationThe said documentation included the Uniform
Residential Loan Application reflecting Mr***’s liabilities and monthly
expensesThe loan application was submitted to underwriting for final approval
on November 15, At the time of review, it was discovered that Mr***’s
homeowner association dues were excluded from the Uniform Residential Loan
Application, thus causing the debt to income ratio over allowable limits once
included as a monthly expenseloanDepot attempted to restructure the loan to
provide viable options available that Mr*** would qualify for, but Mr
*** requested to cancel his loan application on November 30,
2. Mr*** was charged $for the purpose of
an appraisal fee which is collected by credit cardPrior to collecting this
fee, loanDepot evaluates the customer’s needs and determines if they have a
loan product that will help the customerAs a customer concession, a refund of
$has been processed to the card ending in loanDepot will not be able
to honor Mr***’s request to provide a concession for the fee incurred
from an outside source
In conclusion, loanDepot sincerely
apologizes that Mr***’s experience with loanDepot was anything less than
satisfactory and in regards to the miscommunication between him and loanDepotWe
attempted to assist Mr*** with his loan request as much as possible, but
ultimately, Mr*** decided to cancel the loan application
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