LoanDepot

Borrower’s Complaint Filed with the Revdex.com:I recently started a refinance with loan depot and they promised me the best deal there was at the time but they were lying as I come to find out from my current lender that they can beat their deal with a lower rate, No points...

no closing costs and they even pay for the appraisal. So I called Loan depot and told them to cancel my refinance and to reimburse me for the amount I paid for the appraisal which was $400 and some change. They agreed to cancel it and they emailed back the cancellation. In the meantime I was in the process of refinancing with my current lender as they wanted to keep me as a customer and they ordered an appraisal. I received a call from the appraisal and they came over and did what they needed to do. Days later it turned out that the appraisal that was done was for loan depot even though the refinance was canceled but they didn't cancel everything and went ahead sending the appraisal which I was thinking it was for my current lender. I called the agent and complained and he basically told that I shouldn't have let anybody into my home and declined to refund my money. I would like that I get my money reimbursed and to PLEASE give consumers a good deal from the get go and don't try to beat others once they get a better deal somewhere else. Thanks for your time. Borrower’s Desired Resolution:Please refund my appraisal fees.  loanDepot Findings and Response The customer requested to cancel their application on September 20, 2016. Unfortunately, there was a technical oversight in which the appraisal order, with the Appraisal Management Company, was not canceled in time to notify the appraiser. As the customer stated in their complaint, they were under the assumption that the appraiser was from the current lender and scheduled the appointment.  loanDepot sincerely apologizes that Mr. [redacted] ‘s experience with loanDepot has been anything less than satisfactory. As such, the appraisal fee collected at the time of origination, in the amount of $425 was fully refunded on October 10, 2016 to the credit card on file.

San Diego Revdex.com Complaint #:       [redacted]   Borrower Name: [redacted]                                 ...

Complaint Date: 01/01/2018                         Borrower’s Complaint Filed with the Revdex.com: loanDepot violated my financial / personal privacy when representatives from loanDepot sent my personal information to a 3rd party individual without my consent.   Borrower’s Desired Resolution: $4,176.77 or 1 months mortgage payment in full.   loanDepot Findings and Response Mr. [redacted] contacted loanDepot on December 15, 2017, regarding a payoff statement that was requested in error without the customer’s consent.  The statement did not contain any non-public information however, it did contain public information such as the client’s name and address.    Mr. [redacted] escalated their concerns to loanDepot’s Executive Vice President of General Counsel, [redacted]. Mr.[redacted] made every effort to resolve the matter and come to an agreement. Initially Mr. [redacted] suggested that loanDepot pay off his mortgage in full, he then requested $4,176.77 or 1 month’s mortgage payment.  Mr. [redacted] offered Mr. [redacted] credit monitoring services and $300.00, Mr. [redacted] stated he already had credit monitoring service with [redacted] for him, his wife, and 3 year old son and asked that we pay for those services for the family for 2 years.  On December 18, 2017 Mr. [redacted] requested that Mr. [redacted] provide a current invoice for the [redacted] services.  On December 19, 2017 Mr. [redacted] notifies Mr. [redacted], stating he reached out to his attorney and was advised not to accept the offer.  Mr. [redacted] provided his attorneys contact information and suggested that Mr.[redacted] contact his attorney directly.  Mr. [redacted] contacted Mr. [redacted]’s attorney however loanDepot has not received any response in writing or by phone. On January 1, 2018 Mr.[redacted] filed a complaint and on January 5, 2018 was contacted by [redacted], Customer Care Analyst, to attempt to come to a resolution.  Since Mr. [redacted] obtained legal counsel we suggested Mr. [redacted]’s attorney contact loanDepot.  Ms.[redacted] offered to issue a check in the amount of $400.00 along with a signed acknowledgement, Mr. [redacted] stated he would review the acknowledgement in order to make his decision.   The acknowledgement is in the process of being drafted by loanDepot’s General Counsel.  loanDepot apologizes for Mr. [redacted]’s experience and regrets any frustrations he has endured.  Ms.[redacted] did explain the overisght and confirmed that loanDepot did not disclose any of his non-public personal information that could put his credit or identity at risk.  If they have any further questions or concerns, they may contact loanDepot’s Customer Care Department at 888-337-6888 ext. 6789. Representatives are available to assist Monday through Friday from 8am to 5pm, PST.

On January 16, 2018, we spoke with our customer, and sent him an electronic copy of his paid in full letter. We also advised the customer in this same email, that the credit bureaus can take up to 60 days to show the updated information that the loan has been paid in full.  Customer was sent a check for $244.36.  Customer sent an email on January 25, 2018, confirming receipt of these items.

I have received the refund requested & am satisfied with the outcome with your help.Thank you,  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am not satisfied that Loan Depot accepts responsibilty for the abnormal delay.
Regards,
[redacted]

loanDepot is committed to working with the highest standards of integrity, and transparency in all our transactions. We take the security and protection of our customers’ data very seriously. We ensure that our staff abides by our core beliefs of responsible lending, and operates within the laws...

that govern the mortgage industry. We sincerely regret that the customer felt as though their credit was pulled without authorization. Our records confirm that the necessary authorization was given, and nonpublic personal information was provided to our Licensed Loan Officer to check the customer’s credit profile. Our associates are trained to disclose to consumers that we must pull their credit. This is to make the best assessment based on the customer’s creditworthiness. We must have a social security number and date of birth to obtain and review a credit history. This is to determine if loanDepot is able to extend a loan offer with the best rates, and terms, the market has to offer. Without this personal information, and the viewing of your credit profile, we would not have been able to accurately provide the customer with a quote, without verifying the eligibility for a mortgage loan. We respectfully decline the customer’s request to remove the credit inquiry. loanDepot received sufficient information to justify the inquiry. If additional assistance is needed, please contact our Customer Care Team at (888) 337-6888.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the only resolution to the case would be for Loan Depot to desist with their lies!!!!!They have outright lied about parts of the loan process and completely misrepresented the facts. They apologized for the situation and for the last week have promised on Tuesday, Wednesday, Thursday and now Friday that the loan would be finalized and closed. Now when I excessive the use of there Customer Support line at the lower portion of this complaint, they again lie about they process!!!!They claim that one of the businesses that were involved in the pool project at my home went out of business and that is an outright lie!!! Then hung up on me when I got angry and argued with them and the Rep. Didn't care in the least that her people were lying. Customer Service is just trying to cover the lies of their Loan Servicer's.Yesterday [redacted] added my wife to the loan for additional financial support and said that with her on the loan, the loan was well past any problems. He refused to ad my 501.K and Stock funds to the loan financials claiming that I didn't need them. Now another Customer Support Servicer got on the phone and attempted to mislead the process that was begun in October and claim that it began in November. The event that began in October was when the process was turned over to a "new" processor after I was promised that the closing would be done by Thanksgiving. This is Bold Faced Lie!!!!!
I was promised this week four times that the loan would be granted and closed and AGAIN, it is not. Yesterday I got "Final Loan Figures" and today "NO CLOSING"!!!!!!
Regards,
[redacted]

Revdex.com:  Same thing the company said last time and I continued to receive spam  I don’t accept their message but I know Revdex.com will......  
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.The...

business has refunded my money. This case may be closed on my personal complaint #[redacted].Thank you for the fine service you provided to me and the community.
Regards,
[redacted]

Please see the attached Letter of Explanation regarding this complaint.Thank You. San Diego Revdex.com Complaint #:  [redacted]  Borrower Name:   [redacted]  Complaint Date:   6/11/2015  Borrower’s Complaint Filed with the Revdex.com: To whom i...⇄

Attached is the Letter of Explanation with supporting documentation regarding this complaint.Thank You. San Diego Revdex.com Complaint #: [redacted]Borrower Name:    [redacted]Complaint Date:    6/10/2015Borrower’s Complaint Filed with the Revdex.com:As part of refinance loan...

process #[redacted] LoanDepot requested a property appraisal thatwas deeply flawed. The property appraisal contained many errors including simple anddemonstrable features of the property such as the existence of a deck and balcony and a skylineview. There were errors regarding comparison properties including incorrect property age,amount of square footage below grade, and incorrect selection by neighborhood boundaries. Wedrafted a lengthy report to LoanDepot describing the problems with the appraisal, butLoanDepot did nothing to resolve the issues. We appealed the value with LoanDepot to be told:“The comments also state that the appraisal contains numerous inaccuracies includingdescription of the property, the development and the neighborhood; but nothing is provided tosupport the concerns...." The only way this makes any sense is if the document we drafteddetailing our complaints and including photographs was not actually made available to thoseevaluating the appraisal decision, or was not examined by them. For example, that our propertyhas a deck and balcony is an incontestable error that had direct impact on the calculated valueof our property. There is no excuse for this and other errors to not have been addressed.Borrower’s Desired Resolution:We request a refund of the appraisal fee of $395.loanDepot’s Borrower Complaint Summary:1. The borrower states that there were errors in regards to the appraisal.  2. The borrower is requesting a refund of his $395 appraisal fee.  loanDepot Findings and Response:1. loanDepot has no control over the appraisal process and cannot choose which appraiser toconduct the inspection. The appraisal process and inspection must be done independently as toensure there is no bias or predetermined value or agenda. The impartial local/certified appraiser(valuation expert) completes the appraisal based on the most similar and best data available inthe market. loanDepot has no reason to believe that an appraisal completed by an unbiased,impartial local, licensed expert is incorrect.  However, we have escalated your concerns to the appraiser who has responded on page 31 ofthe attached, revised Appraisal Report in where he changed the value of the property from$245,000 to $250,000.2. The $395 appraisal fee was used to order services on the appraisal. Although this fee is non-refundable, expectations regarding this refund were communicated to Mr. [redacted]. As a result,a full refund of that $395 appraisal fee was processed on June 11, 2015. The transaction IDnumber is [redacted].In conclusion, loanDepot apologizes that Mr. [redacted]’s experience with loanDepot was anything lessthan satisfactory. His concerns regarding the appraisal have been escalated to the appraiser respondingdirectly to his concerns, increasing the property of his value from $245,000 to $250,000. Furthermore, arefund of Mr. [redacted]’s deposit in the amount of $395 was processed due to refund expectations set byhis loan team.  Should Mr. [redacted] have additional questions or concerns, he may contact loanDepot’s Customer CareDepartment at [redacted] ext. [redacted]. Representatives are available to assist Monday through Fridayfrom 8am to 5pm, PST.

I thought we had an agreement with LoanDepot on the amount due which is why the check was drawn for that amount.

Attached is the Letter of Explanation regarding this file.Thank You.San Diego Revdex.com Complaint #: [redacted]Borrower Name:    [redacted]Complaint Date:    7/2/2015Borrower’s Complaint Filed with the Revdex.com:I have a recently-initiated home loan with LoanDepot.com. I have an escrow...

account throughwhich they collect property taxes. LoanDepot agreed to pay my property taxes but has failed todo so, and I am now officially delinquent with [redacted] (**). I have provided LoanDepotwith the delinquency notice. Over the phone they agreed to "process" the request and have thetaxes paid. Nothing has happened. My latest call to them resulted in no progress, in fact, theperson on the phone did not have access to the letter and delinquency notice that I previouslysent to them by fax.Borrower’s Desired Resolution:Prompt payment of my property taxes. Inform me immediately that they have been paid. Beresponsive to communications from me, i.e. acknowledgement in writing or by phone that theyhave received my faxes, emails or calls. Provide written assurance that penalties and interestincurred as a result of late property tax payment will be paid for by LoanDepot.loanDepot’s Borrower Complaint Summary:loanDepot sincerely apologizes to Mr. [redacted] in regards to his experience with loanDepot so far. A wire to[redacted] was initiated on July 13, 2015, and the penalties and interest will not becharged to Mr. [redacted]. However, please note that once the wire is transmitted, loanDepot has no controlover the timeliness of [redacted] posting the payment.  If you have additional questions or concerns regarding the servicing of your loan, please contactServicing directly by calling [redacted] or by emailing [redacted].

loanDepot is committed to surpass the expectation level of its customers. Integrity and transparency in all our transactions is our priority. We will continue to foster an environment of quality in all our functions of the loan process. We take this opportunity to address the customers concerns very...

seriously. The loan process is filled with complexities. Many laws and guidelines have been established to protect the consumer’s ability to pay. Lenders are under intense scrutiny by governmental regulations to ensure the customer can substantiate their sources of income. This proves to be a challenge when gathering this data. We must audit the documentation, and make sure it shows all the information clearly. We have to clarify any questions or income not accounted for, to make sure we have captured all the income sources correctly. This can cause unforeseen obstacles, and delays, that are beyond our control. We assign a loan team to work the customer’s loan. They may hear from different members at any time during the process. We try to work behind the scenes to expedite the process whenever possible. Repeated income verification can occur, and is a consistent practice in the processing phase of the loan. Customer stated that they consulted with title companies; however, they are primarily involved in the closing process and lack familiarity with the processing part of the loan.  We regret any breakdown in communication regarding the processing and funding dates with the processor. We do our best to make the process smooth for our customers. We apologize for any inconvenience this may have caused. We encourage our customers to continue their financial obligations during the loan process. We also advise them not to enter into any new financial agreements during the loan process. This can eliminate any undue burden on the customer, if an unforeseen delay were to occur.  It is standard industry practice to add the Lender to the homeowner’s insurance as loss payee to expedite the file at funding, and ensure there is no lapse in coverage. It is not done in a deceitful manner.  If any changes occur, we notify the insurance company immediately.  Lastly, our goal is to do everything within our scope, to help the customer realize their financial goals. We are glad to report that the cohesive efforts of our Processing Team and internal partners we have successfully funded the loan.If additional information is needed, please contact Customer Care at [redacted], Extension [redacted], Monday to Friday, 8:00AM to 5:00PM Pacific Time.Sincerely,[redacted]Customer Care Analyst

San Diego Revdex.com Complaint #:       [redacted]
Borrower Name:                              [redacted]
Complaint...

Date:                               11/18/2015
Borrower’s Complaint Filed
with the Revdex.com:
Everything is a recorded conversation when talking to Loan
Depot. That being said, the Sr. Account Manager II "[redacted]"
confessed on the phone to us that she had made a mistake by making an
"Executive Decision" on our behalf without our consent or knowledge
to NOT INCLUDE 9 months of home insurance into the closing cost of our loan,
she said the reason why she did it was to give us more money on the cash out
check. She also apologized via email for this mistake that should've been
caught from upper managing department but was not. Unfortunately, all paper
work has been processed and we are RESPONSIBLE TO PAY THE HOME INSURANCE FOR
THE NEXT 9 MONTHS $92 LAST PAYMENT ENDING ON JULY 2016. After that LOAN DEPOT
WILL BE RESPONSIBLE FOR PAYING THE HOME INSURANCE FOR THE FOLLOWING YEAR
STARTING AUGUST 2016. We have brought this matter up for review all the way up
to the VP who has just apologized via email for the mishap but there is nothing
they can do to credit us for their mistake. We feel that a further investigation
needs to be done because it is UNFAIR. The whole purpose of refinancing the
loan was to get the property tax and home insurance INCLUDED but now they tell
us that we have to pay $1647 mortgage + $78.59 homeowner insurance + $423.25
property tax payable to LOAN DEPOT + an additional payment of $92 to [redacted]
Home Insurance (by the way [redacted] INCREASED the premium on us because
originally Loan Depot said they will be paying for it, then they realized they
did not have enough money to do so after escrow was finalized, so they called
[redacted] and told them to make us responsible for paying the next 9 months).
Just doesn't make sense that we have to pay TWICE FOR HOME INSURANCE. ONCE TO
LOAN DEPOT THEN AGAIN TO [redacted]. We have all documents on email that LOAN
DEPOT admits the mistake they did but won't pay for it. Not to mention all
calls were recorded.
Borrower’s Desired Resolution:
We would like a full report from the owner of the company
(the CEO) on how something like this can pass thru the quality control of the
reports being reviewed. We would like all the names of the people involved on
who reviewed the numbers and signed off with their approval. The reason why we
want to know names is because we want the CEO to be aware of how his employees
are treating the senior citizen customers. This is our first time doing
business with this company and we would NEVER RECOMMEND THEM TO OTHER PEOPLE
EVER. BECAUSE THEY HAVE PROVEN TO BE INCOMPETENT AND DO NOT PAY ATTENTION TO
DETAILS. When it comes to a $345,000 loan we want to feel we can TRUST this
company with our money and sadly we did and now have to pay a penalty for it.
The cash out was used to repair the roof and if they would've told us verbally
to use some cash out money to pay off [redacted], it would've helped but instead
we got harassed by [redacted] for being behind on payments for statements we
never received 
loanDepot’s Borrower Complaint Summary:
1.       Borrower states dissatisfaction with the loan
process.
2.       Borrower claims that their home owners insurance
was not included in the loan.
loanDepot Findings and Response:
1.     
loanDepot apologizes for the
dissatisfaction in service received and the communication issues between him
and loanDepot. This will be researched and addressed internally with personnel.
2.       loanDepot
is currently working with Mr. [redacted] to address all concerns. We received a
request from Mr. [redacted] on November 27, 2015 to remove the Home Owners Insurance
impound account in order to pay the monthly dues separately from the loan.
Should Mr. [redacted] have any additional
questions or concerns, he may contact the Customer Care Department at
[redacted] ext. [redacted]. Representatives are available to 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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We provided all documents requested on a timely bases.  They drag this loan on for months.  We just refinanced with another company and it happened in 2 weeks.  The lady that was second on the loan supposedly fell and hurt herself.  The gentleman that was handling the loan got his desk moved and lost our papers.  We felt we were being stringed along and not closing.  They make you pay the fee up front so if you do not close they tell you tough luck.  The BB has many complaints the same as ours which shows how the conduct business.  Other companies when the say there will be no closing cost honor that statement.  This company said they were so busy they could not take care of our loan on a timely basics.  We were told 2-3 lies during our experience.  They are a very poor company.  Please check your records.
Regards,
[redacted]

Attached is the Letter of Explanation regarding this complaint.Thank You. San Diego Revdex.com Complaint #: [redacted]Borrower Name:    [redacted]Complaint Date:    8/24/2015Borrower’s Complaint Filed with the Revdex.com:I started our loan application on May 8, 2015. After 2 months of...

PROCESSING, nothinghad happened. Again, on my effort I contacted [redacted] asking about the processing. Iwas again told that it was the loan had been SUSPENDED by underwriting. TheRESTRUCTURE team would be in contact. Well, it is August and I have informed LoanDepot to cancel our application! I informed [redacted] that I have never been treated sodisrespectfully by anyone. I had even call the CUSTOMER SERVICE OFFICE AND SPOKEWITH [redacted]. Service still did not improve. All that was accomplished was an appraisalthat no onE else will honor.I REQUESTED MY $$ BACK. NOTHING. This entire experiencewas more than disappointing. It kept us awake at night with no answers. Our local creditunion approved our loan within 1 week and we close in 30 days. IF YOU ARE LOOKINGFOR A MORTGAGE...DONT DO IT HERE! I READ THE REVIEWS ON LINE AND EVEN TOLDTHE LOAN APPLICATION PERSON I WAS GIVING THEM A CHANCE ANYWAY....BOY WAS IWRONG. STAY AWAY! HOW DO THESE PEOPLE KEEP THEIR SATISFACTORY RATING? JUSTBY RESPONDING TO THE Revdex.com? I EXPECTED BETTER.Borrower’s Desired Settlement:REFUND OF APPRAISAL FEE IMMEDIATELY. ($200)loanDepot’s Borrower Complaint Summary:1. The borrower states that her loan was in process for 2 months and feels that she was disrespected.  2. The borrower is requesting a refund of her $200 upfront appraisal deposit.  loanDepot Findings and Response:1. loanDepot sincerely apologizes that the borrower feels disrespected by loanDepot as that was neverour intention. After a review of the file, the borrower’s loan had debt-to-income (DTI) issues thatneeded to be addressed and overcome, and loanDepot attempted to assist the borrower in everyway that we can in overcoming said issues. Due to the borrower’s qualifying FICO score, themaximum DTI was 43%, and it was discovered in process that the borrower opened new creditaccounts which exceeded the debt that was originally supposed to be paid off. Furthermore, theborrower filed for bankruptcy in 2013 and had derogatory credit history since that bankruptcy asrecent as May 2015. As such, the loan had to be reviewed and scrutinized more closely byloanDepot’s underwriting department, and the borrower was subject to provide additionaldocumentation regarding the bankruptcy as well as 12 months of cancelled checks to support themortgage payment history, 2 months of their most recent bank statements to cover the fundsneeded for closing, and other documentation. Ultimately, the borrower did not provide all of thenecessary documentation to satisfy the conditions and close the loan, and her loan was cancelled onAugust 18, 2015 per the borrower’s request.  2. Ms. [redacted] was charged $200 for the purpose of an appraisal deposit collected by credit card.Usually, this charge would be $395, but a customer service concession for Ms. [redacted] was approvedto only collect a reduced deposit of $200. Prior to collecting this fee, loanDepot evaluates thecustomer’s needs and determines if they have a loan product that will help the customer. Thecompany conducts an extensive screening process on the phone with the customer to collect dataand find the property program that will fit the customer’s needs. loanDepot then emails thecustomer information about moving forward with the loan.  The borrower executed the Appraisal Deposit Agreement on May 12, 2015 where it wasacknowledged:“The Appraisal Deposit of $200.00 is non-refundable if an appraisal has been completedon the subject property. If an appraisal has been completed on the subject property andyou cancel your application, you will not receive a refund of this appraisal deposit.”Because the appraisal was completed and the Appraisal Deposit Agreement was executed, a refundof that $200 is not warranted. By signing and returning said agreement, the borrower acknowledgedthat she read, fully understood and agreed to the terms and conditions set thereof. The appraisalalone totaled $425 in where loanDepot had to cover the remaining balance. Attached are theAppraisal Deposit Agreement and the full Appraisal report with invoice.  In summary, loanDepot apologizes that Ms. [redacted]’s experience with loanDepot was anything less thansatisfactory and that she felt disrespected. There were DTI issues on the borrower’s loan in whichloanDepot exhausted all resources to help her overcome. Due to the borrower’s credit history, the loanhad to be reviewed more closely and was subject to additional documentation to strengthen the loan.Ultimately, the borrower did not provide all the documentation needed and withdrew from the loanapplication. In regards to the $200 appraisal deposit, a refund is not warranted as services wererendered with the appraisal and the borrower executed the Appraisal Deposit Agreement which statesthe deposit is non-refundable. loanDepot did not profit in any way on this transaction as we weresubject to additional costs such as the remaining balance of the actual appraisal, credit reports,underwriting fees, etc.

We are prepared to always conform to the financial objectives our customers have in mind. We follow the USPAP guidelines in our loan processes. According to the guidelines, it is unacceptable to transfer, or readdress, a conventional appraisal report to another party. An appraiser is hired by an...

unaffiliated appraisal management company to provide a professional opinion of value for a particular loan program. It is not a report that can be used for various purposes.A review of call recordings was completed. It was confirmed that the Licensed Loan Officer did inform the borrower about their options if the appraisal came in at a lower value. It was also discussed that this could affect the terms of the loan; which would lower the cash out. Moreover, the borrower initially provided the estimated amount of one hundred thousand dollars, and told the licensed lending officer that he verified this on a property evaluation website. The loan officer confirmed the customer’s estimated amount by searching comparable property sales referenced on [redacted].We have received the customer’s complaint filed with the CFPB, and we will respond accordingly.

loanDepot is committed to helping its customers realize their financial goals. We do our best to exhaust all options available, in finding a loan program for our customers. We are very proud of the products we have to offer our customers. We consider our Licensed Loan Officers to be experts in their...

field.We have made a careful review of our records, and we were unable to locate any exchanges or guarantees that an appraisal deposit would be refunded to the customer, in the event that the loan did not close. We cannot make any assertions that the loan will go through. We are subject to many factors that may change the circumstances of the loan. We often must wait for the results of the appraisal evaluation, or the property title search we requested.The property title search results showed an unresolved lien that was previously undisclosed. We informed the customer and advise them of what choices were available. The investors of the loan required the lien to be satisfied. However, the customer chose not to pay the lien; therefore, loanDepot was unable to proceed with the loan.Appraisal services were rendered, and the entirety of the deposit was used to pay the appraisal management company. The customer executed the Appraisal Deposit Agreement, with the acknowledgement that they understand the condition in which the fee was refundable. We respectfully decline the customer’s request for a refund of the appraisal deposit.We trust the foregoing information has addressed the customer’s concerns. We are grateful for an opportunity to respond to this complaint. If additional information is needed, please contact our Customer Care Team by phone at (888) 337-6888, Ext. [redacted], 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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did not agree for the rate to increase up to 4%. You need to provide me some evidence on how I "agreed". In fact, I express my dissatisfaction on the option I was given. 
Regards,
[redacted]