LoanDepot

[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 feel strongly that Loan Depot misled me in this transaction, particularly since they had just refinanced my home six months prior.  Loan Depot  knewthe appraised value of my home at the beginning of the second refinance  process.and thus,  I believe, that Loan Depot could have been more truthfuland upfront .  Instead, Representative [redacted] gave me the impression that there was really nothing to be concerned about.What is more, I am really disappointed in Loan Depot's attitude about this process that has cost me $425.Sincerely,[redacted]  [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.
Regards,
[redacted]

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

Date:                               January 10, 2017 loanDot File:                                      [redacted]   Borrower’s Complaint Filed with the Revdex.com:   I applied for refinance with loandepot.[redacted] was my loan officer him and I agreed on the terms in writing I asked to email the list of documents he needed to close the loan on time . I immediately faxed all the documents he requested.The appraisal was completed and came above what we were expected. [redacted] called me and told all good the package will go to [redacted] who called me and told me she needed more documents I told her i'm driving email the lis and will fax them.which idid through a local postal service business . I Called her and asked her if she received my fax and if she looked at them she replied no I have three or four today .I will look at them and give you a call next week.She never called I got an email in which she wanted me to fax her the 2014 tax. This is the third time I faxed then to loandepot. The claim they didn't receive them on time there for they will change the terms of loan .they raise my interstate rate and closing costs . Its their fault I want the original agreement we had.I contacted them via phone and email to solve with no luck .   Borrower’s Desired Resolution:   To close the loan with original agreement . The same interst rate and same closing cost.   LoanDepot Response:   loanDepot originated a loan for Mr. [redacted]’s on October 11, 2016.  Prior to moving forward, loanDepot evaluates the customer’s needs and determines a loan product that benefits the customer.  loanDepot conducts an extensive screening process on the phone with the customer to collect data and find a loan program that will fit the customer’s needs.   At the time of origination, the customer qualified for a conforming 30 year fixed loan, with a rate of 4.375%.  During the loan process, as required, the customer was conditioned to send his full business tax returns for 2014.   After numerous requests, the 2014 schedules L&M were not received.  The delay of these documents caused the interest rate to unlock and change the terms of the loan.   loanDepot was not able to fund the loan at the original rate and the loan was cancelled on January 10, 2017.   loanDepot confirms Mr. [redacted]’s allegations that he received poor communication from the loan officer and account manager.  loanDepot found instances of unreturned calls and confirmed that the account manager sent email updates after Mr. [redacted] requested to be contacted via telephone.  Unreturned calls are a breach of company policy and those breaches will result in disciplinary action.  As a courtesy, loanDepot has refunded the appraisal deposit paid by Mr. [redacted].  The refund was issued to the credit card on file on January 24, 2017.    loanDepot apologizes for Mr. [redacted]’s experience and regret that we were unable to assist him with his financial needs. If he has any further questions or concerns, he may contact loanDepot’s Customer Care Department at [redacted]-[redacted]-[redacted] ext. [redacted]. Representatives are available to assist Monday through Friday from 8am to 5pm, PST. Tell us why here...

Mr. [redacted] was charged $425 for purpose of an appraisal deposit. Prior to collecting this fee, loanDepot evaluates the customer’s needs and determines if they have a loan product that benefits the customer. loanDepot 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 needs.  Once the Title report was received, a lien with NAHAC (Nevada Affordable Housing Assistance Corporation) was discovered. loanDepot reached out to NAHAC on August 24, 2016 to obtain the payoff, which was received September 1, 2016. loanDepot required the lien to be paid in full, therefore, the transaction would be categorized as a “Cash Out Refinance” versus a “Rate and Term Refinance”. However, Mr. [redacted] did not want the lien paid in full and requested that it be subordinated. Unfortunately, loanDepot is unable to subordinate the lien.  In regards to the statement “I mentioned everything [redacted] asked for upfront before inspection”, a thorough review of loanDepot’s system was completed, and there appears to be no viable evidence that supports this claim.  Furthermore, the borrower executed the Appraisal Deposit Agreement on July 13, 2016 where the borrower 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 performed. If 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. loanDepot did not profit from this loan application as we incurred expenses and losses on the borrower’s behalf that exceeded the $425 deposit. We ordered an appraisal report, title reports, and were subject to additional costs on other services rendered. We respectfully decline Mr. [redacted]’s compensation of that $425. As of today, September 16, 2016, the transaction is still currently active. The loan team has been in communication with Mr. [redacted] to restructure the loan program in order for the borrower to proceed with the refinance.

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 happy with that b/c I dont recall that question re: foreclosure being posed to me, feel they could be making this up just to suit themselves, I would not lie about the answer. It could have been worded differently as well. The $200 should be refunded due to emotional stress suffered thinking I am getting the loan all those weeks, when they all of a sudden blasted me with this news & really did it with a under lying nasty attitude whatever that mans name was that called me. Let's face it, theyre all a bunch of jerks in this business!
Regards,
[redacted]

Attached is the Letter of Explanation regarding this complaint.Thank You.San Diego Revdex.com Complaint #: [redacted]Borrower Name:    [redacted].Complaint Date:    9/2/2015Borrower’s Rebuttal Filed with the Revdex.com:[The had told me (of which I have proof) that my loan had already passed onunderwrting. IN ADDITION to that, that is not the same line of bt they gave mewhen I called and asked why, 2 different stories. I have also been talking to a lawyerdaily about the situation and he said I 100% have grounds for a lawsuit which he isconfident he WILL win based on all of the information and emails that I kept. ]Regards,[redacted]  loanDepot Findings and Response:Mr. [redacted] is correct in saying that his loan passed through underwriting. However, as stated in the initialresponse, the approval was only a conditional approval and not a final one. What this means is that theloan’s final approval was contingent on the conditions specified by loanDepot’s underwritingdepartment. The loan never received a final approval. Furthermore, the reason why loanDepot could notultimately approve the loan was due to a combination of the borrower not making the mortgagepayments on the property himself (which was communicated to the borrower initially) and theapproximately $15,000 in back taxes. Mr. [redacted] has every right to file a lawsuit if he so chooses, but atthis time, our stance is final in that we cannot do the loan for Mr. [redacted].

Please see attached response for complaint ID [redacted].Thanks,San Diego Revdex.com Complaint #: [redacted]Borrower Name:    [redacted]Complaint Date:    10/4/2015Borrower’s Complaint Filed with the Revdex.com:Called the Loan Depot and felt with [redacted]. He checked into a mortgage for me...

and ask me to sentinformation to process the mortgage refinance. Then he ask for my credit card number for the appraisal so I gave itto him because he said I shouldn't have any problem getting the loan and everything I sent him didn't raise a redflag. So I got the appraisal and it came in good so it went to under writing. The I get the call from under writing thatthey can't give me the loan because [redacted] over looked something he should have seen and something I asked him tolook at, and now denies even being sent. I have the email I sent him and it was clear as day. I think because of theirnegligent way of doing business I should be given back the appraisal fee. If this problem was felt with correctly itwould have never got to the appraisal process and I would not have had that expense.  Borrower’s Desired Resolution:Refund of appraisal feeloanDepot’s Borrower Complaint Summary:1. Borrower claims that a piece of financial information was overlooked causing his loan to be declined.loanDepot Findings and Response:1. After a review of Mr. [redacted]’s loan, the borrower was initially locked in to a 3.875% FHA Fixed 30Year loan on September 16, 2015. loanDepot received Mr. [redacted]’s financial documentation onSeptember 17, 2015 and the loan was sent to processing on the same day. The completed appraisalwas received on September 26, 2015 and a copy was sent to Mr. [redacted] for his records. The loan wassubmitted to underwriting on September 28, 2015. At the time of review from underwriting it wasdiscovered that Mr. [redacted]’s loan was conditioned under new guidelines preventing loanDepot frommoving forward with the loan. The loan was ultimately declined on September 30, 2015 due to notmeeting seasoning requirements for the specified loan selected. loanDepot apologizes for anyinconvenience this may have caused Mr. [redacted].  2. Mr. [redacted] was charged $395 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 customer. As a customer concession, a refund of $395 has beenprocessed to the card ending in [redacted].In conclusion, loanDepot sincerely apologizes that Ms. [redacted]’s experience with loanDepot was anythingless than satisfactory and. We attempted to help Mr. [redacted] with his loan request as much as possible,but ultimately we were unable to assist with his financial needs.  Should Mr. [redacted] have any additional questions or concerns, she may contact the Customer CareDepartment at [redacted] ext. [redacted]. Representatives are available to assist her Monday throughFriday from 8am to 5pm, PST.

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

Date:                               September 19, 2016   Borrower’s Complaint Filed with the Revdex.com:   Employee Misrepresented, dishonest in company procedures and/or rules in order to obtain business Borrower’s Desired Resolution:   Upper management, executive of company to speak with me regarding the way the loan process was inappropriately handled. I don't think they have any idea of the process a customer goes through. Employees were even complaining of process   loanDepot Findings and Response   loanDepot regrets if Ms. [redacted]s’ experience with loanDepot was anything less than satisfactory. As with every customer of loanDepot, we do our best to be as accurate with the information gathered from the customer at the time of application.   In this case, the work history was input incorrectly when the loan was originated.   Upon review of the documents provided, loanDepot declined the loan as the customer did not have a two year work history.   loanDepot apologizes for the apparent oversight .  The customer’s appraisal deposit in the amount of $390 has been refunded.  In addition, loanDepot apologizes for the lengthy process the customer endured while we did our due diligence to collect, review and process all the necessary documents to refinance her mortgage loan.   loanDepot apologizes for Mr. [redacted]’ experience and regrets that we were unable to assist with her financial needs. If she has any further questions or concerns, she 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. Tell us why here...

Revdex.com Complaint:               [redacted] Borrower Name:              [redacted] Complaint Date:              June 1, 2016   Borrower’s Complaint Filed...

with the Revdex.com: I was considering refinancing with Loan Depot. I completed an application and was asked upfront for the $390 appraisal deposit. I was assured by my loan officer [redacted] S. that if I chose not to go forward with the loan for any reason, *prior to the completion of the appraisal, the appraisal deposit would be refunded in full. After reading all the bad reviews on this company I decided not to go forward with them. I cancelled the scheduled appraisal *4 days in advance. No appraisal was performed. I emailed [redacted] that I would not be proceeding and to refund the appraisal fee. He did not respond by email or telephone for a number of days. Finally he sent me a short email that appraisal would be refunded but he didn't know by whom/time frame. I wrote back asking for specific contact person/number. No reply. Yesterday I received a call from a rude woman in their loan retention department. I asked her to process my appraisal refund. She said it wasn't her job. She was rude and didn't want to give me the number of who could. Finally she gave me a number but I think it was incorrect as it went right to general voicemail. I did leave a message. No response   Borrower’s Desired Resolution: I want my $390 appraisal fee refunded in full asap. loanDepot Findings and Response: Our goal at loanDepot is to constantly find ways to surpass the expectations of our customers. We pride ourselves on working with the highest level of integrity and transparency. Please find attached a copy of our correspondence sent to the customer via U.S. Mail on June 6, 2016. Dear [redacted], loanDepot is in receipt of your inquiry filed with the Revdex.com received in our office on June 1, 2016. We can assure you that we have dedicated prompt attention to the concerns noted in the inquiry and we are grateful for the opportunity to address your concerns. It is with great concern we received your feedback outlining the problem you experienced with our personnel. We know that customer service is an integral factor in the success of our company, and surpassing the expectations of our customers is priority. We appreciate the time you took to alert us regarding your concerns. We consider our associates to be experts in their field. We are currently reviewing any opportunities regarding your particular experience internally to improve our processes. Our customer’s feedback is used to identify training opportunities within our business. We sincerely regret to hear that you have decided to withdraw you loan application. loanDepot is committed to helping our customers reach their financial goals. The appraisal is a necessary tool for us to complete the loan application. Therefore, it is necessary to collect a deposit in advance for appraisal type services. According to our records, the appraisal deposit of $390.00 was credited on June 1, 2016 to the same payment method you used initially. loanDepot is apologetic that you were not satisfied with the customer service and communication you received. If you have any questions or would like to discuss this matter further, please contact the undersigned through the phone number or email referenced below, Monday through Friday, 8:00AM to 5:00PM, Pacific Time.   Sincerely, [redacted] Customer Care Analyst

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

[redacted]
Complaint Date:                               2/8/2016
Borrower’s Complaint Filed
with the Revdex.com:
I had completed an online form to determine a lower payment
if I refinanced my mortgage. Loan Depot contacted me first and I began the
process with them. At first I thought their offer was reasonable ( 20 years at
4.%) even though their tactics were high pressure "we neeed this within 48
hours". I started the process. they ordered a home appraisal which I paid
for. then another company offered me much better terms (2.75% and 15 years) so
I stopped the process with Loan Deport and notified them immediately. they then
tried to tell me to submit written information that they would match. I
refused. the new company asked Loan Depot to transfer the appraisal because it
is imbedded with a HUD loan number of some kind. Loan depot has refused to do
this even though I paid for the appraisal and seemingly own it. this is causing
a further delay and more expense to me. I further note in reviewing the credit
card charge for the appraisal that it was billed to my card wel before the
appraisal was scheduled or conducted. 
Borrower’s Desired Resolution:
I want them to transfer the home appraisal immediately and
stop interfering and pretending they are servicing my loan because they also,
prematurely notified my insurance carrier they were servicing my loan.
loanDepot’s Borrower Complaint Summary:
1.       Borrower claims that loanDepot’s tactics are
“high pressure” as loanDepot requested documentation for her to submit within
48 hours. She also states that she was offered better terms from another
lender, and loanDepot requested the offer in writing so that loanDepot can
match it.
2.       Borrower states loanDepot will not transfer the
appraisal that she paid for and owns.
3.       Borrower states that she was charged well before
the appraisal was scheduled or conducted.
4.       Borrower states that loanDepot prematurely
notified her insurance carrier in that they were servicing her loan.
loanDepot Findings and
Response:
1.       loanDepot sincerely regrets that
Ms. [redacted] felt that loanDepot tactics were “high pressure,” but
loanDepot requests documents from our borrowers in a timely manner to ensure we
successfully process and fund the loan before the lock expiration date. In
order to try and retain the borrower’s business, loanDepot requested the offer
Ms. [redacted] received from the other lender to see if we could match or possibly
beat the deal, but she refused. The loan application with loanDepot was
officially cancelled on January 26, 2016.
2.       Furthermore, the type of
appraisal report that was completed for the borrower’s property was a
conventional one, and loanDepot does not transfer conventional appraisals to
other lenders per company policy. The only appraisal reports that loanDepot is
able to transfer are FHA and VA appraisals.
3.       In regards to the borrower paying
for the appraisal, she was only charged $390 for the purpose of an appraisal
fee deposit for an appraisal that cost a total of $425 in which loanDepot had
to pay the difference. The borrower mentions in her complaint that she was
charged well before the appraisal was scheduled or conducted, but she signed and
executed the Appraisal Deposit Agreement on December 17, 2015 that states the
following:
“AUTHORIZATION TO
CHARGE CREDIT CARD ON FILE: You approve the collection of the Appraisal Deposit
of $390.00 by charging the credit card currently on file used to collect your
credit report fee.”
By
signing and executing said agreement, the borrower acknowledged that she was
aware her card will be charged, and per loanDepot’s systems, it shows that the
borrower was charged the $390 fee on December 18, 2015. The borrower was also
sent a copy of her appraisal report that she can keep for her records.
4.      
When
loanDepot gets close to finalizing a loan transaction, we request the insurance
company to change the mortgagee clause. If the loan does not go through, we
call the insurance company to change it back. The borrower’s loan was
conditionally approved, and to successfully close and fund the loan, the
mortgagee clause on the needed to be updated to reflect loanDepot.
Unfortunately, the borrower decided to cancel the loan application.
In conclusion, loanDepot sincerely
apologizes to Ms. [redacted] in regards to her experience with loanDepot. loanDepot
did not profit from this loan application as we incurred expenses and losses on
the borrower’s behalf that exceeded the $390 amount. We ordered an appraisal
report, ran credit reports, title reports, and were subject to additional costs
on other services rendered.

loanDepot Findings and Response: loanDepot is committed to the complete satisfaction of our customers. The concerns of our customers are taken very seriously. Surpassing their expectations of service is our priority. We pride ourselves on working with the highest level of integrity and transparency...

in all facets of our processes. We have dedicated prompt attention to the concerns noted in the customer’s complaint and we appreciate the opportunity to clarify any misunderstandings. We appreciate the opportunity to address our customers concerns. Releasing the servicing rights is a normal practice amongst Lenders. loanDepot does not have control over the investors desire to sell, assign, or transfer the servicing of loans. We understand this can cause some confusion for customers who are not familiar with this process. We try to make the service release as smooth as possible. We send written notification to the consumer 15 days before the effective date as required by the Real Estate Settlement Procedures Act (RESPA), this allows the customer time to arrange, and manage their payment loanDepot sincerely regrets that our customer efforts to make her payments to the right payment center were thwarted. We mailed letters to indicate the changes that occurred. ON June 8, 2016, loanDepot sent a letter informing the customer that the servicing or their loan would be handled out of our mortgage servicing center in New Jersey.  As such, the payments would be sent to our payment processing center in Ewing, New Jersey. In addition, the letter stated that payments sent to our processing center in Los Angeles would be accepted until June 23, 2016. On July 18, 2016, the Loan was sold to [redacted].  The servicing for [redacted] is also performed by [redacted]. A letter was sent informing the borrower that the servicing was transferred, on June 28, 2016. The company is located in New Jersey as well, however, is not affiliated with loanDepot. On July 17, 2016, loanDepot stopped accepting payments, and payments we received after the said date were forwarded to the new servicer. We understand that there was a missing payment dispute. We strongly recommend contacting the new servicer, [redacted], at [redacted]. We are grateful for the opportunity to address our customers concerns. We trust this communication addresses the customer concerns. 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

Attached is the Letter of Explanation regarding this complaint.Thank You. San Diego Revdex.com Complaint #:  [redacted]  Borrower Name:   [redacted]  Complaint Date:  ...

5/27/2015  Borrower’s Complaint Filed with the Revdex.com:  I tried�...⇄ Borrower claims that the process took too long.  2. Borrower claims that there were communication issues between him and l...⇄ Mr. [redacted] came to loanDepot on March 3, 2015 to discuss options�...⇄ loanDepot sincerely apologizes to Mr. [redacted] in regards to the com...⇄

Please see attached response to complaint # [redacted].San Diego Revdex.com Complaint #:  [redacted]  Borrower Name:   [redacted]  Complaint Date:  ...

6/5/2015  Borrower’s Complaint Filed with the Revdex.com:  We have ...⇄ Borrower claims that loandepot refuses to apply funds to his loan or�...⇄ After further review, Mr. [redacted] in fact provided the required doc...⇄ Mr. [redacted] then requested the process for sending funds directly t...⇄ Mr. [redacted] was advised on May 5, 2015 that he would need to sen...⇄

Please accept this as a formal response to the rebuttal that loanDepot received regarding the complaint originally submitted on March 09, 2017.   loanDepot apologizes if Mr. [redacted] felt that [redacted] was not responsive. After a review of our call records, we can confirm that Ms. [redacted] made several attempts to reach out to Mr. [redacted].   Mr. [redacted] has been in communication with loanDepot’s Servicing department in regards to the $993.30 withdrawal.  Our systems show that Mr. [redacted] set their monthly mortgage payment with our auto draft process. As such, the payment in the amount of $993.30 was auto drafted. Mr. [redacted], placed a stop payment on the auto draft payment, as he claims he was unaware that the payment would be auto drafted and sent payment via live check.   In response to Mr. [redacted] escrows, he sent a check in the amount of $1,119.62, bring the account current.   We appreciate the opportunity to reevaluate the customer’s complaint. Should the customer wish to further discuss, they may contact, Customer Care Supervisor, [redacted], at ###-###-#### or via email at [redacted] Tell us why here...

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.
Loan Depot's "discovery" that my debt-to-income ratio was too high for them to lend upon should have been made BEFORE their decision to execute the Appraisal Agreement. PRIOR to the execution of the Appraisal Agreement on July 30, 2015 during several phone conversations with the Loan Depot Loan Officer, and later with his Sales Supervisor, I made it clear that I was concerned that the appraisal fee might be wasted if the loan did not fund. I cited prior experience with an attempt to re-finance the [redacted] on this property with [redacted], only to be told that the loan could not be funded, but that the appraisal fee had been irrevocably committed. I was assured by both Loan Depot officers that this would not happen with their company, and was therefore surprised when it did. While I would hope that my word (as my bond)would be enough to attest to the veracity of these statements, I know that these telephone conversations were taped, and would invite Loan Depot and the Revdex.com to review them to further support my assertions. Accordingly, I would have to say that such business practices were both unprofessional and unethical, and I must insist upon the return of my $395.00 appraisal fee on a loan that never funded. I trust and hope that the Revdex.com can (and will) support my position, and convince the Loan Depot of the need to refund this fee.
Respectfully,
[redacted]
Commander, U.S. Navy (Ret.)

loanDepot Findings and Response: loanDepot is committed to the complete satisfaction of our customers. Please accept this as a formal response to the complaint we received from the Revdex.com regarding our customer’s experience with us. The concerns of our customers are taken very...

seriously, and we appreciate the opportunity to clarify any misunderstandings. Our goal as a company is to assist customers in realizing their financial dreams. loanDepot periodically contacts homeowners in an effort to potentially assist with mortgage refinance options. We appreciate the time Mr. and Mrs. [redacted] took to provide us with the required documents. Our associates actively work behind the scenes with various channels to ensure that all requirements were satisfied to move forward with the loan. We take the privacy of all our customers’ information very seriously. All personal data we receive is handled very carefully. The customer sent documents directly to the Account Manager’s desktop fax server. There are factors beyond our control that can contribute to the need for additional information. Unfortunately, some pages of the documents the customer faxed were not received; this may have been due to text legibility. For this reason, we were unable to proceed with the loan process. The customer can be assured that all documents loanDepot receives are retained digitally within our company loan origination system. Access to these documents is limited to certain loanDepot employees. We are required by federal law to retain records of loan application for up to seven years. Additionally, any physical documents we received are imaged into our secure system and then shredded by a bonded and insured document destruction company. loanDepot is apologetic for any inconvenience the customer encountered. We have complied with the customer’s request, the Appraisal Report was sent by secure email on September 11, 2016. We hope this experience does not dissuade the customer from reaching out to us in the future to assist with their financial needs. We trust the foregoing information addresses the customer concerns. 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

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. However, I question why it has taken 3 phone calls over the past few months and contact thru the Revdex.com for them to finally do this. I also question their comment that indicates that I have inquired on line concerning a mortgage loan. That is completely false. And the amount that they have listed on their mailings ($131,000) is far more than we had originally borrowed when we had our house built. So I have no idea where they arrived at that figure. While I had started to once early last year, when I saw where it was leading and the information that was being asked for online, I discontinued the process and never finished it. Therefore they should have never sent me their letter to begin with since I never finished an online inquire. But if in fact they have done as they said, I will wait until Auf 14, 2016. If after that date I receive anymore mailings on their loan offer, I will call and ask for a supervisor about it.
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 pending the issue is resolved. I have spoken to [redacted] at Loandepot and was informed she cannot see any of my loan modification information because her department “customer service “ doesn’t have access to that system. She stated she was emailing management in the department that has access to find out where the breakdown occurred. In the meantime, I received new finalization loan modification documents via [redacted] on 01/05/2018. These documents state They need to be notarized and returned no later than 10/24/2017. So I’m a little confused as to why that is. However, I did complete them and mail them back on 01/07/2017. I also asked [redacted] why the documents were sent and she said she didn’t know. I will wait for the business/[redacted] to perform this action and, if [redacted] does find a resolution, will consider the issue resolved.
Regards,
[redacted]

We are committed to our customers and doing the right thing at all times. Customer feedback is taken very seriously, and it is the focus the betterment of our business.  Our customer indicated that he sent a check for $2,815.00 on October 20, 2017, and subsequently stopped payment after...

learning that the check was not received by loanDepot.  Thereafter, on November 14, 2017, the customer sent a check for $2,410.27. On November 20, 2017, when he noticed that the payment had not yet been applied to his account, our customer called to advise that it had been sent, and, at the same time, requested that his recurring automatic payments be cancelled. Finally, the customer reported that on November 25, 2017, he checked his bank account, and observed that two payments of $230.43 were withdrawn from his account.   We have conducted a review of our records, and found that when our customer called on November 20, 2017 to request that his automatic payment series be cancelled, the Servicing agent processed the request correctly. However, due to a system issue, the cancellation was not effective, and a payment of $230.43 was withdrawn as scheduled on November 22.   We received our customer’s November 14th payment of $2,410.27, on November 28, 2017, and have applied it to his account. The application of the payments ($2,410.27 and $230.43) to our customer’s account resulted in an overpayment of $230.43. Therefore, we are issuing our customer a refund of the overpayment, plus interest. A check in the amount of $244.36 will be sent to him.   The customer reported that two payments of $230.43 were incorrectly withdrawn from his account; however, we were unable to locate a withdrawal other than the payment credited on November 22. Our Servicing Department attempted to call you on December 8 and December 11, however, they were unable to make successful contact. We are informing the customer in writing, to provide us with evidentiary documentation of the second negotiated payment of $230.43, so that we may investigate the matter further. We appreciate the opportunity to resolve our customers concerns.

loanDepot is thankful for the opportunity to revisit the customer's complaint.We take great measures to protect and secure personal data; we do not expose customer personal information, as claimed in the complaint. We adhere strictly to the laws regarding the use of consumer information. We conform to the guidelines to limit sharing upon the customer's request to opt out. We archive customer information for seven years, and we do not further disseminate their information. Lenders are obligated by government entities to retain records for that time period. We regret that the customer considers our adherence to government guidelines as providing poor service.We trust the foregoing, along with our previous response, addresses the customer concerns. If additional information is required, please contact our Customer Care Team at [redacted].