Imortgage.com

In response to the attached complaint, we have been in contact with the borrower. We have sent out an inspector to assess the validity of the complaint and will be working with the parties involved to remediate. We will provide a formal response upon resolution.

Regards,

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loanDepot.com, LLC dba imortgage received the complaint filed by Ms. [redacted] with the Arizona Revdex.com (“Revdex.com”) on July 7, 2015.  imortgage takes all complaints seriously and appreciates the opportunity to respond to Ms. [redacted] issues.  We strive to provide excellent...

customer service in compliance with federal and state regulations.An investigation revealed that the property you refinanced with imortgage took an extended amount of time to close. This delay caused you to pay an additional three payments to your previous mortgage servicer. As a customer service gesture, imortgage has agreed to compensate you for the difference in mortgage payments you would have paid had the refinance been closed in a timely fashion.  On July 17th, you agreed to provide imortgage with necessary mortgage statements to calculate this difference.  As of today, we have not received the documentation requested and are unable to calculate the payment difference to issue the reimbursement.  In addition, imortgage provided you an explanation as to why we could not provide you with the original deeds of the new loans and assisted you by providing you the contact information to obtain the original deeds from the previous services for the mortgages that were refinanced.  We confirmed that you are set up with an automated payment and that your address information is updated with the servicing system.  We also confirmed that the insurance information was not properly boarded in a timely fashion, but was paid at closing and is current.  We will expedite to ensure that the current policy is updated correctly within the servicing system.We sincerely empathize for the level of customer service Ms. [redacted] may have experienced as well as the inconvenience this situation may have caused. Pending further direction from the Arizona Revdex.com, we consider this matter closed.Sincerely,[redacted]Corporate Risk Manager

loanDepot.com, LLC dba imortgage received your complaint filed with the Arizona Revdex.com (“Revdex.com”) on June 3, 2015.  imortgage takes all complaints seriously and appreciates the opportunity to respond to Ms. [redacted] issues.  We strive to provide excellent customer service in...

compliance with federal and state regulations.We have thoroughly reviewed your compliant describing Ms. [redacted]’s interactions between imortgage, and the servicer.  Ms. [redacted]’s complaint stated that the service she received from imortgage’s servicing center has been nothing short of awful; and understaffed and poorly trained. Ms. [redacted] also stated that every time she called, she was misinformed about what was actually going on and what we were doing. In addition, Ms. [redacted] stated that she called in March in regards to her supplemental tax bill and she had to leave messages, to which three were never returned. Ms. [redacted]’s complaint also stated she finally got someone a few weeks later and was told that her supplemental tax amount owed would be issued to her in full from her escrow account. Ms. [redacted]’s complaint stated that two weeks had passed so she followed up again and was informed that the check had been issued in full and was going out then next day. Lastly, Ms. [redacted] stated that she received the checks roughly two weeks later and that they were shorty almost half, but the invoice received showed the refund was in the right amount. Ms. [redacted] stated she waited on hold to get someone on the line, and was told that the check had to be reissued. First, we would like to offer our apology that Ms. [redacted] had difficulty reaching a representative in our Customer Service Department and regret if any representatives made her feel like she is not a valued customer of ours.  We take customer service seriously and will make sure that our representatives are reminded about the importance of quality service. As we understand Ms. [redacted]’s complaint, she is displeased by the service she received and disputes the amount released from escrow for her payment of supplemental taxes.  Please note: Supplemental tax bills are the responsibility of the homeowner as the bill is sent directly to the borrower.  In the event that the borrower contacts us regarding the payment of the bill, we may release any available escrow surplus which would have been collected in anticipation of the supplemental taxes due.Our records indicate Ms. [redacted] contacted our Customer Service Department on April 10, 2015 and requested that we call her back.  A return call was completed on April 11, 2015; however, Ms. [redacted] stated she did not have sufficient time to discuss the issue.  Ms. [redacted] contacted the Customer Service Department on April 13, 2015 and requested a return call.  We regret that this call back was not returned as promised.On May 12, 2015, Ms. [redacted] contacted our Customer Service Department to request that funds be released for the payment of her Supplemental Tax Bill.  The representative with whom the borrower spoke initiated a request to release the surplus in the escrow account. The surplus of $1,415.71 was disbursed from escrow; however all escrow surplus disbursements are subject to a secondary review.  Our process for new loans is to adjust the escrow account to reflect anticipated taxes due for the amounts estimated at closing in order to prevent an escrow shortage once taxes are paid at the fully assessed amount.  Consequently, the escrow surplus amount of $1,415.71 was deposited back to the escrow account on May 20, 2015.  A loan history is enclosed for your reference.  An escrow analysis was completed on May 21, 2015 to calculate the escrow surplus utilizing the tax amount estimated at closing.  A check for the escrow surplus amount of $836.37 was sent to the borrower along with the escrow analysis.  Our records reflect that this check cleared our account on June 5, 2015.  A copy of the cancelled check is enclosed.Ms. [redacted] may contact us again in advance of her second supplemental installment coming due on September 30, 2015 to have the escrow account reevaluated and release any available escrow surplus at that time. We sincerely empathize for the lever of customer service Ms. [redacted] experienced as well as the inconvenience this situation may have caused. We trust that the explanation of efforts made by imortgage meets Ms. [redacted] desired resolution and expectations. Pending further direction from the Arizona Revdex.com, we consider this matter closed.Sincerely,[redacted]Corporate Risk Manager

You did not resolve any of our issues. We were currently aware of everything that was listed. This mistake on your side has put us in a financial crisis, and you refuse to take responsibility for the mistake.

The credit inquiries in question, 6/9/2016 and 6/16/2016, were pulled by imortgage as 'soft' inquiries. The intention when ordering the LQ/GAP report on a consumer is to have a 'soft' inquiry posted, however due to a system error these reports were using a 'hard' inquiry code.  Unfortunately...

throughout these months, the borrower and imortgage were repeatedly given conflicting information.  imortgage was advised yesterday by [redacted] that there is a system error causing these to code incorrectly.  [redacted]c is working to determine where/how the error was made.  In the meantime, imortgage has submitted a request (along with a letter from Ms. Lake) to have the inquiries revert back to the 'soft' inquiry status as originally requested.   
thank you
Linda

[redacted]Re: Arizona Revdex.com Complaint ID # [redacted]Dear Ms. [redacted], LLC dba imortgage received your complaint filed with the Arizona Revdex.com ("Revdex.com") on June 1,...

2016. imortgage takes all complaints seriously and appreciates the opportunity to respond to your issues. We strive to provide excellent customer service in compliance with federal and state regulations .After researching your complaint , it was determined:• 5/25/2016 - an email was received from you stating you had been locked out of your account.• 5/28/2016 - you spoke with a servicing representative who answered questions for you regarding our website. During that conversation it was noted that you did not want to be contacted by phone, only by email.• 5/31/2016 - an email response was sent to you advising you that your account had been unlocked . Please see page 2 and 3 of this letter for a copy of those emails.Your complaint also states that you had an issue last year which prompted you to file a similar Revdex.com complaint with no response from imortgage. We carefully reviewed our records and do not show that we received a Revdex.com complaint from you previously. In addition, we contacted our local Revdex.com office and they could not locate a previous complaint from you either. However, if you can provide the complaint ID number from the  previous  complaint,  our contact at the Revdex.com will be happy to research.We  trust  that  the  explanation  provided  by  imortgage  meets  your  desired  resolution  and expectations. Pending further direction from the Revdex.com, we consider this matter closed.Si  cerely,  c?      --Sam G[redacted]Corporate Risk     anager480-344-7481 direct480-627-0100 officesam.g[redacted] @imortgage.com                                                                                 [redacted]   [redacted]   [redacted]

 Re: Arizona Revdex.com Complaint ID #[redacted]

 ;" I nformation conta I ned herei n  i s orovidcd  ro assi st  rea l  estate orofcssiona l s and is nor an adverti seme nt to extend  cons umer cred I t as defined  by section 226.2 of  Rcl!ukni on Z .  NMLS  I D  1 74457. From: Email Support  Representative  [mailto:[email protected]]Sent: Tuesday, May 31, 2016 11:37 AMTo: '[redacted]'Subject: RE: Locked out of accountDear Borrower,We apologize for the delay. We strive to answer all requests by email within 24 hours; however, we are currently experiencing  high email volumes.Thank you for your recent email inquiry regarding your website access. Please be advised that your website account has been unlocked.If you cannot remember your User ID, you may request to delete your currentregistration.If you require only a reset of your password, click "Forgot Password" on the Log In page and follow the instructions.Once you have successfully logged into the website, you have the option to change your password by clicking on "Personal Preferences" and selecting "Change Password".If you have any further questions, please log in to your account and send us an email through the "Message Center" link.Sincerely, Paris P[redacted]Email Support RepresentativeFrom: [redacted] [mailto:[redacted]@accellpm.com]Sent: Wednesday,  May 25, 2016 4:24PMTo: Customer ServiceSubject: Locked out of accountGood afternoon,I've been locked out of my account; I was able to remember what I capitalized in my security question for my elementary school which was [redacted]. Or perhaps I made is Chapman Hills since I went to two ... not sure.Loan:[redacted] Last 4 of social: [redacted]Name on title: [redacted] and [redacted] California place, [redacted]Can you please reset the account? Thanks,[redacted] Property ManagerIn the event of an emergency relating to community safety or loss of property, please call our 24-hour Emergency Service at 949.361.3290.

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,

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.

Due to the fact that the first delinquency was an error on imortgages part, and after confirming that there was no payment due, we were now considered to be late, no other reporting should be in place due to being on a payment plan. The company also set a precedence by removing the first late payment from our credit report, and thus should continue to emove all other late payment marks to our credit. We never would have been late, if not for there mistake. 

Regards,

May 23,2016[redacted]Lake Elsinore, CA 92532Re:  Arizona Revdex.com Complaint ID # [redacted]Dear Mr. [redacted]:loanDepot.com,   LLC  dba  imortgage  received  your  complaint...

 filed  with  the  Arizona RevDex.com  ("Revdex.com")  on  April  28,  2016.    imortgage  takes  all  complaints seriously and appreciates the opportunity to respond to your issues.  We strive to provide excellent customer service in compliance with federal and state regulations.Your  complaint  states  that  you  have  had  an  ongoing  issue  with  receiving  your  VA disability  exempt  status  as  it  relates  to  your  county  property  taxes.    Based  on  our conversation today, here is a timeline for your review:• On May 28, 2015 and June 5, 2015, Riverside  County  Tax  Office confirmed  your exemption  status  and  reduced  your  tax  bill  by  $547.43  per  installment  from  the original amount of $3,502.90.   Inadvertently,  our servicing department lowered your taxes to $547.43 per installment, instead of reducing your taxes to $2,928.47 per installment.• On August 12, 2015 an escrow analysis was completed and an overage check in the amount  of $3,446.82  was  released  to you in error due to the miscalculation  stated above.• On August 26, 2015 imortgage received a call from Mrs. [redacted] disputing the amount of the overage check.  We advised that the taxes had been paid and that amount was the balance after payment of taxes.• In  January  25,  2016,  imortgage  verified  the  2015  2nd  installment  was  due  in the amount of $2,801.31 and that amount was paid on March 17, 2016.• February 1, 2016, per your request, the shortage in your escrow account was spread over 24 months.• On  February  16,  2016  during  a conversation  with  you,  imortgage  agreed  that we understand the exemption only reduces the amount you pay and does not eliminate it. We deeply apologize or the confusion on our part due to the misunderstanding of the reduced tax amount. Re: Arizona Revdex.com Complaint JD #[redacted]@ 4800 N. Scottsdale Rd., Suite 3800Scottsdale, Arizona 85251[redacted]   [redacted] 'f,"J"R7J::;     In for m at I o n contained  herein is provided  ro assi st real es t ate professional s and is nor an advert I sement to exte nd con s umer c redit as defined by sec tion 226.2  of Rcgul:uion Z. NMLS ID 174457. Re: Arizona Revdex.com Complaint ID #[redacted]Per your request, the escrow shortage has been spread out over an extended length of time.  Typically  we  are  allowed  to  spread  a  shortage over  a  period of  12  months. However, in your case, we initially offered to spread it over a period of 24 months and again extended it to 36 months.We recognize our responsibility as stewards of your escrow custodial account to ensure that funds in that account are utilized to pay outstanding taxes due.  In your case, we paid the incorrect tax amount based upon miscommunication from the taxing authority in our earnest efforts to meet this responsibility. However, please recognize that you also have a responsibility to ensure that taxes on your property are paid and that sufficient funds are paid to the custodial account for this purpose.We trust that the explanation provided by imortgage meets your desired resolution and expectations. Pending further direction from the Revdex.com, we consider this matter closed.

Please see attachments for our response.

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

The same home inspector that did our first home inspection was sent our by Imortgage on Saturday, confirming none of the damages addressed were ever repaired.  I have not received a copy of this inspection yet but will happily provide it once received.

Re: Arizona Revdex.com Compliant ID # [redacted]Dear Mr[redacted]loanDepot.com, LLC dba imortgage received your complaint filed with  the  Arizona Revdex.com ("Revdex.com") on November 2, 2015. imortgage takes all complaints seriously and...

appreciates the opportunity to respond to your issues. We strive to provide excellent customer service in compliance with federal and state regulations.An investigation into your complaint shows that your loan contained multiple credits on behalf of the lender, the seller and the broker agent. The breakdown of these credits are as follows:• Lender credit up to $1500;• Seller credit up to $5000; and• Broker agent credit of $10,000Based on the above, you received the maximum allowable credits that could have been offered in order for you to meet your minimum required investment for the loan program that you chose. Therefore, no additional credits could have been applied to your transaction.In regards to your concerns of not being provided with a copy of your HUD-1 Settlement Statement one day prior to closing, per the Real Estate Settlement Procedures Act ("RESPA"), the settlement agent shall permit the borrower to inspect the HUD-1 one day prior to settlement upon request by the borrower. We were not able to confirm that an official request had been made by you for a copy of the HUD-1 Settlement Statement.imortgage sincerely apologizes for any inconvenience this situation may have caused. Pending further direction from the Arizona Revdex.com,  we  consider this matter closed.

[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.]

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Attached is a copy of our response.

iMortgage has been completely irresponsible with handling my mortgage account.

On November 18th, I submitted a fax to the escrow department(also sent an email with attached pdf to [redacted]) in order to pay my property tax bill, from November 18th until December 4th they kept saying the issue was escalating, but no payment was made, in my specific case, I had sent a letter with the Title Company info regarding the billing being under the Developer, because of my parcel not being set yet. They "decided" last minute that they were going to be able to send payment on December 8th, which was already too late, since the Title Company had until the 10th to pay the county tax.

So, I had to pay the bill with my own money.

Another issue is that I refinanced, and my mortgage account was paid in full on December 18th. I sent a two line question to [redacted] just asking when would the escrow refund be sent($2373). To this date, nobody has replied.

I have never dealt with such lack of customer care with any other company.

iMortgage4800 N. Scottsdale Rd, Ste. 3800Scottsdale, AZ 85251SAM G[redacted]It is easier for you guys to say that we reached our maximum credit allowed, but my complaint is not how the credit broken down, it is why the broker agent credit is $10,000, but not $8,000 and the lender credit and seller credit is not $1,500 and not $5,000 ????Lender credit up to $1500;• Seller credit up to $5000; and• Broker agent credit of $10,000Obviously that the lender and seller are benefits from reducing your credit down, but not broker agent credit![redacted]