LoanDepot

This letter is in response to your inquiry dated 2/27/regarding the above-referenced Loans (“the Loans”) According to our records, on March 7, both Loans were transferred to our mortgage servicing division in New Jersey Prior to the transfer, electronic funds in the amount of $and $were received from [redacted] CheckFree (“CheckFree”), a third party web bill payment service provider At the time of receipt the electronic funds could not be associated to the loans and were allocated for return to CheckFree The March installments reflected past due resulting in collection calls on March and March 17, On March 20, 2017, the borrower contacted our office in response to the calls and advised that payments were previously remitted for both Loans It was requested that the borrower submit bank transmittal summaries so the funds could be traced On March 23, 2017, the transmittal summaries were received and research was initiated Regrettably, appropriate loan maintenance was not completed to suppress collection activity while research was underway and additional collection calls took place on March and April 5, During our research it was discovered what occurred with the unidentified funds and that they were returned to CheckFree on March 22, The borrower subsequently confirmed the return of the funds to his bank account As of the date of this letter, the Loan is current and there were no late charges assessed or adverse credit reporting We apologize for the inadvertent collections calls and any resulting concern the borrower may have experienced We have accommodated the borrower’s request for compensation in the amount of $via check numbered [redacted] and look forward to earning his confidence in our ability to provide a high level of customer service Enclosed is a copy of the check and loan payment histories that show the activity on the accounts Should you have questions regarding this matter, please contact me at ###-###-####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 Regards, [redacted] I am not satisfied with this company and will tell everyone I know not to do business with your company You scam poor people out of their money and that is how your company worksI know what I heard from your employee and I am consulting a lawyer in regards to filing a suit against loan depot for advertising and knowing about my financial situation where I would not qualify for a refinance before my money was takenYour company is a setup to give people hope and steal money

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

We appreciate the opportunity to respond to our customers concernsWe understand that customers may have certain programs or outcomes in mind when looking for a refinanceWe do review a lot of programs with the customer initially, as estimatesWe still have to substantiate all the information with detailed documentation, to make sure the customer can precede with a particular programRegretfully, certain factors can drastically influence loan programs in an adverse wayOur goal is to help the customer get his loan funded and closed; loanDepot does not profit, until this happens Customer’s financial situations can contribute to the customer being ineligible for certain programsWe as lenders must adhere to the same investor and governmental regulations, to prove the customers’ ability to pay We consider our Licensed Lending Officers to be experts in their field, the customer’s notion that they would purposely mislead is not correctTheir goal is ultimately to get the loan fundedWe would not purposely sabotage the loanWe do everything we can, with in our limits, to get the program the customer had in mindHowever, there are times that we have to find comparable programs that may have guidelines in place that did not meet with the customer’s initial plan.We did get our customer in a program that still had a benefit; however, our customer has stated that he did not agree with the Mortgage Insurance Premium requirementHowever, the customer did sign the HUD Important Notice to Homebuyers on 10/14/2016.This document explains that the FHA will collect MIP It explains that the customer will pay the MIP for the first years, or the first years, depending on the LTV ratioWe sincerely regret that the customer feels as though he did not get the program he expectedWe will take his feedback to improve our current communication with customers to a more precise levelWe did inform the customer, that after months, he can look to refinance, and find a program without MIP.We are thankful to be able to provide an exhaustive account of this loan processWe hope to work with this customer in reviewing his options in months from the closing date.If additional information is needed, please contact our Customer Care Team by phone at ###-###-####, Ext***, 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 It was never communicated to myself or my wife that we were buying down to 4%In fact when my wife talked to [redacted] supervisor, she listened to the recording of the conversations and found where we were approved for 4%At no time during the closing did [redacted] state that we had bought down points to reach 4%When [redacted] went over the accounts to be paid off and it was discovered that the [redacted] credit card was not included, [redacted] assured us that it was still going to be paid off because it was included in the Settlement Statement Payoff which he emailed us as proofHe also told [redacted] where to find it in the paperwork so she could show us that it was an account that was being paid offSo basically we were told it was an error on their part, we were shown where the account was still to be paid off and once they got our signatures they claimed there was some huge min the paperwork and were trying to figure out what went wrongA week later they chose not to honor their agreement on the [redacted] card and came up with the buying down points scenarioAnd credit pulls don't need to be done in consecutive weeks to ensure credit worthiness Regards, [redacted]

loanDepot is committed to doing the right thing for our customersThere are events that can occur that cause delays, and we make the effort to expedite where we canHowever, some delays are beyond our controlWe diligently work behind the scenes to keep the costs down for the customerWe understand that the loan process can be arduous and frustrating to the customerHowever, our intent is to make it a smooth journey towards reaching their financial goals.We care deeply about our customers, and the loan team put forth all the efforts to get the pricing exceptions to keep the costs in line with the customer’s original objectivesWe regret that our customer felt that there was a lapse in communicationWe were working to provide the customer with a decision about the exceptionsWe are glad that we were able to meet the customer’s expectations, and the issues were resolved, including scheduling the date to sign final documents We are glad that we were able to assist our customer and providing an explanation regarding their concerns

loanDepot sincerely apologizes for the inconvenience this has caused Ms [redacted] as well as in regards to the miscommunication she received in relation to her concernsHer concerns were escalated to management and addressed internally A corrected letter was sent to Ms [redacted] This corrected letter was also sent to [redacted] , the third party loanDepot uses to pull credit, to request the inquiry be removed from the consumer’s credit profile on all three credit bureausHowever, please know that it can take anywhere from 30-days for the credit bureaus to update their systems Should Ms [redacted] have additional concerns or questions regarding this, she can reach out directly to Customer Care at [redacted] ext***Representatives are available to assist Monday through Friday from 8am to 5pm, PST

Please see attached response to complaint # [redacted] .San Diego Revdex.com Complaint #: [redacted] Borrower Name: *** *** Complaint Date: 6/4/ Borrower’s Complaint Filed with the Revdex.com: I had been guaranteed that my loan would go through the refinance process as I had gone through a significant amount of work pulling documentation and also had paid $to get my home appraisedAfter months of working back and forth with the lender, they denied my loan by sending me email the Friday prior to Memorial Day weekend with absolutely no explanationAfter calling my Mortgage Banker several times and leaving voicemails *** [redacted] and [redacted] *** the Account Manager never returned my callsSo I was forced to escalate my concerns to their managers*** [redacted] later returned by call and told me he would provide me a $refund for the home appraisal fee as my loan did not go throughI've called *** several times and the customer service department and have not heard anything back from them Borrower’s Desired Resolution: Provide me the $refund for the home appraisal fee as promised loanDepot’s Borrower Complaint Summary: Borrower requesting a refund of the appraisal deposit fee Borrower concerned with the lack of communication from LD reps loanDepot Findings and Response: loanDepot apologizes that Mr*** felt like there were communication issues between him and loanDepotThis will be researched and addressed internally After a review of Mr***’s loan, the borrower was initially discussed a possible refinance on April 20, During the communication between Mr*** and loandepot Mr*** inquired if a prior short sale would affect qualifying for a loanMr*** was advised that a four year seasoning requirement in order to qualifyMr*** advised that the short sale he was speaking of was seven years ago loanDepot apologizes that Mr*** felt he was not informed, but loanDepot was upfront with said requirement associated with qualifying the loan Mr*** provided a settlement agreement on May 17, regarding the short sale in attempt to provide documented verification that the short sale did meet the seasoning requirementsAfter further review of said document it was determined that the settlement date would not meet the seasoning requirements and the file was ultimately declined May 22, Contrary to what the borrower stated above in being charged $400, he was only 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 customerThe company conducts an extensive screening process on the phone with the customer to collect data and find the proper program that will fit the customer’s needsloanDepot then emails the customer information about moving forward with the loan Mr*** executed the Appraisal Fee Agreement on April 22, where he acknowledged: “The Appraisal Fee of $is non-refundable if an appraisal has been completed on the subject propertyIf an appraisal has been completed on the subject property and you cancel your application, you will not receive a refund of this appraisal fee.” Furthermore, the total cost of Mr***’s appraisal totaled $loanDepot had to pay the remaining balance from the $appraisal costs to the $appraisal deposit Mr*** paidBased off of this and because the appraisal was completed, a refund of $is respectfully declinedAttached is the appraisal report with invoices along with the appraisal deposit fee agreement In conclusion, loanDepot sincerely apologizes that MrHoskins’ experience with loanDepot was anything less than satisfactoryBased off of this and according to the terms executed on the attached Appraisal Fee Agreemen, a refund of $is not warrantedloanDepot did not profit in any way on this transaction, as Mr***’s appraisal alone cost $425.This cost exceeded the amount of deposit collected Should Ms*** have any additional questions or concerns, he may contact the Customer Care Department at [redacted] ext***Representatives are available to assist her Monday through Friday from 8am to 5pm, PST

It is with great concern and regret that we received the customer’s feedback outlining their experience with our Loss Mitigation DepartmentWe have taken the necessary steps to conduct a review of their interaction with our associates, and we will address any training opportunity internally to enhance the quality of our customer service.On behalf of our Office of the CEO, we apologize for any inconvenience the customer may have encounteredWe are very sorry to hear that our customer has been affected by the recent hurricaneWe understand that this can add to our customer’s worries, and we want to alleviate any stress for our customerWe take the satisfaction of our customers very seriously, we are grateful that they have brought their frustrations with their particular experience to our attention loanDepot is held accountable by the laws by protecting homeowners, and we offer complete transparency at all timesOur goal is to work with our customers in reviewing potential payment assistance options; within the parameters of the investor guidelinesEvery transaction strictly adheres to the laws set forth by the government regarding mortgagesCustomer care is our priority at all timesWe are committed to providing the customer with exceptional service they deserveRegretfully, our attempts to contact the customer by phone have been unsuccessfulWe request that our customer contact us at their earliest convenience to discuss this matter further

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 Regards, [redacted] Not only do they have W2s and tax returns, they have four copies of state and federal tax returns for 2013, 2014,2015! I sent them but they said that wasn't good enough, they had to be sent directly from the IRS Then they said the IRS rejected their form and I needed to sign another Then I needed to sign another form and mail it back to them I don't remember why These are simply more delaying tactics used by loan officers assigned to me, each demanding more documentation before just transferring me on to the nextloan officer This current assertion than I refused to comply elicits a response from me that I will leave to your imaginationoan officer

Since privacy laws protect the buyer of his property, certain details and situations cannot be addressed in this response.The purchase contract called for a closing date of “on or before 9/27/17”, and the Hurricane being referred to was Irma, which made landfall 9/11/This seller had a misconception that our borrower (the buyer) should insure the home before Hurricane Irma struck, and before the transaction closedThe buyers insurance carrier had already stopped writing coverage before the Hurricane, and it would be improbable that the buyer would insure a property that they did not yet own.There was an appraisal issue that required an additional review and a post disaster inspection was required as wellThe seller agreed to the contract extension which was provided for on the contract in the event of a stormThere was an additional day delay due to the inability of the Title Company to accommodate closing the day beforeSince the seller had a simultaneous closing on a property he was purchasing, loanDepot reimbursed him $to cover hotel and dinner for one nightThe transaction was concluded successfully on 10/5/2017.As it relates to the Sellers September payment, when the transaction we were involved with closed, the Seller’s loan was paid off and included the interest and any other amounts due for SeptemberThat would have been the case no matter what date the loan was paid offIf Mr [redacted] paid the September payment outside of the payoff, then the payoff would have been reduced accordingly and been lessConsequently, there was basically a net zero loss

San Diego Revdex.com Complaint #: [redacted] Borrower Name: [redacted] Rebuttal- Complaint Date: 9/28/2015Borrower’s Complaint Filed with the Revdex.com:When I submitted my complaint to the Revdex.com on July 17, 2015, I attached a chronicle of events thatoccurred between Loan Depot and IThe events enumerated in the attached describes the deception,misinformation, poorly trained staff and the lack of accountability displayed by Loan Depot staffTheresponse from Loan Depot regarding my complaint is unsatisfactory and fails to address these issuesIrequest a thorough investigation into the practices of Loan Depot and a full refund of the appraisal fee.Borrower’s Desired Resolution:I'd like to be refunded for the appraisal fee.loanDepot’s Borrower Complaint Summary:Borrower is dissatisfied with loanDepot’s initial response and has submitted a rebuttalThey arerequesting a refund of the appraisal fee deposit.loanDepot Findings and Response:loanDepot apologizes for the dissatisfaction in service received and the communication issuesbetween him and loanDepotThis will be researched and addressed internallyloanDepot collected $from Mr [redacted] during the origination stage of the loan process forthe purpose of an appraisal feeSaid fee was collected on his visa card ending in on February20, Mr [redacted] was fully aware and authorized loanDepot to collect said fee.Furthermore, Mr [redacted] executed the Appraisal Fee Agreement on February 2, where heacknowledged:“The Appraisal Fee of $is non-refundable if an appraisal has been completed on the subjectpropertyIf an appraisal has been completed on the subject property and you cancel yourapplication, you will not receive a refund of this appraisal fee.”An appraisal inspection on his property took place on February 21, The report was received byloanDepot on February 23, and a copy was immediately sent to him for his records.loanDepot attempted to assist Mr [redacted] his loan request, but ultimately, the loan was declined dueto Delinquent Past or Present Credit ObligationsMid-process [redacted] ’s (co-borrower) Fico scoredeclined to This negatively affected the loan approvalBased off of this and according to the termsexecuted on the attached Appraisal Fee Agreement, a refund of $is not warrantedloanDepot did not profit in any way on this transaction, as Mr [redacted] ’s appraisal cost was $425.Thiscost exceeded the amount of deposit collectedA copy of the appraisal report and invice is alsoenclosed.Unfortunately, loanDepot is unable to honor Mr [redacted] ’s request as our stance remains the same.He is not eligible for a refund of the appraisal fee.Should Mr [redacted] have any additional questions or concerns, he may contact the Customer CareDepartment at [redacted] ext***Representatives are available to assist her Monday throughFriday from 8am to 5pm, PST

San Diego Revdex.com Complaint #: [redacted] Borrower Name: [redacted] [redacted] Complaint Date: 5/12/ Borrower’s Complaint Filed with the Revdex.com: In a nutshell, I was contacted by Loan Depot to refinance my home at a better interest rate than I currently hadI was given a lot of numbers over the phone, carefully writing them down, leaving nothing to memory I told the agent (name on request) that if those numbers were good I would do the loanI agreed (over the phone) that there would be absolutely no out- pocket expense EXCEPT for the apprasial fee of $The agent overnighted the package with the loan documents and I immediately went to the page with all the numbersLo and behold, the figures were $more than what he told meAlso, he had me paying almost $out of pocket to get to that number, actually making the total number almost $more than what he gave me on the phoneThe agent had also told me he always gives a "high number" and totals would probably come in even lower than what he was giving me on the phone Well, needless to say, I went ballasticI called my credit card company and Loan Depot had already charged $to my account, definitely not authorized Not big money, just the principle, so a stop was immediately put on that $ and account closed so no additional funds could be chargedI then called the agent and in no uncertain terms advised him as to what I thought of him and Loan DepotI also told him to be sure I was NEVER, EVER, contacted by Loan Depot againI have been called by them twice since that last conversation with the original agentThe last one said this incident would be passed along to the manager but I will not hold my breathRather not hear from them again, anywayWhat I do not understand is how Loan Depot has a Revdex.com APlus RatingThis actually played into my decision to hear what they had to sayThey deserve a F Minus ratingAlso, what worries me is that a lot of people, including senior citizens, will get suckered into them on the phone and not even read their paperwork when receivedthis Company needs to be stopped Borrower’s Desired Resolution: Never to hear from them again!!!!!! loanDepot’s Borrower Complaint Summary: Borrower claims that his loan documents showing terms/Fees did not reflect what was quoted over the phone Borrower requesting to never be contacted by loanDepot ever again loanDepot Findings and Response: After a review of Mr***’s loan, the borrower was initially locked in to a 3.750% Conforming Fixed year on April 24, During Mr***’s communication with loanDepot on April 23, the Senior Mortgage Banker advised Mr [redacted] that the estimated closing costs would presumably be in the range of $3,800, but explained that amount was an estimateloanDepot discussed Mr***’s escrow account from his current lender, stating that he should expect a refund of his escrow account to apply towards his loan with loanDepot as cash from borrowerloanDepot was unable to validate Mr***’s claim as the estimated terms and fees in relation to the loan were reflected the same on the loan application as discussed with Mr*** At Mr***’s request, all phone numbers on file have been added to the do not call list and his address has been added to the do not mail list to ensure that he will no longer receive any solicitation from loanDepot Should Mr [redacted] have any additional questions or concerns, he may contact the Customer Care Department at [redacted] ext***Representatives are available to assist her Monday through Friday from 8am to 5pm, PST

Addressed clients concerns via email - copy below: [redacted] Ms [redacted] , Thank you for your patience while we were further investigating your concernsPer the information provided to you by [redacted] , your original rate was locked on 9/16/for days The lock agreement signed by you at that time states the rate lock will expire on 10/31/ It further states, if the mortgage loan does not close and fund within the loperiod, the lender is no longer obligated to the terms of the agreementWhen the rate lock expired on 10/31/2016, loanDepot, as a courtesy, waived the lock extension at no cost to you for an additional daysWe were not required to notify you of the lock extension as there were no material changes with your loan at that timeThe rate unlocked on 11/15/and was relocked on 11/16/at 4.00% Your loan team attempted to get additional pricing exceptions applied to your loan, but were only approved for the new rate of 3.875% I apologize if you were not personally contacted to discuss the new pricing with you prior to receiving this information via emailPer your review of your loan with senior management, additional pricing exceptions were made and your loan was priced back to the original termsIn regards to the credit inquiries, per the Credit Inquiry Explanation Letter that is provided to you at application, we continually monitor your credit activity and will request updated credit profile and/or pull a new credit report prior to closing These additional credit reports are referred to as gap reports and verify if new accounts have been opened and were pulled on 10/24/and 11/7/ Prior authorization is not required to pull these reports.Also provided to you at application was the Applicants Authorization to Release Information/Equity Freeze Letter This allows us to obtain needed information from your current lender in ensure we have updated pay off information for your current loan As payments are still being made by you to your current lender, it is customary to request updated pay off information in order to properly process your pay offAgain, prior authorization is not required to obtain this informationWhen we originally responded to the Revdex.com, we thoroughly researched those concerns and responded accordingly Upper level management did review your loan terms and provided you with the best rate we were able to offer After further review, we were able to make additional pricing exceptions allowing us to price the loan as originally offered We truly apologize for any inconvenience this issue has caused and trust this response fully addresses your additional concerns We understand that you completed the signing of your loan and are currently waiting for the loan to fundIf you need any additional assistance, please contact me directly at (949) 609- I will be out of the office next week; however, if you are in need of assistance while I am out, you can contact, Customer Care Supervisor, [redacted] at [redacted] Otherwise, I will address any additional concerns when I return on January 3rdHappy Holidays! [redacted] Director of Customer Care ( [redacted] Towne Centre Drive Foothill Ranch, CA www.loandepot.com Please consider the environment before printing this email

loanDepot sincerely apologizes and regrets that the borrower feels that loanDepot exhibited rude behavior towards her as well as the communication issues between her and loanDepot staffThis will be researched and addressed internally with management In regards to the statement, “I was told if loan did not go through I would received appraisal fee back,” a thorough review of loanDepot’s system was completed, and there appears to be no viable evidence that supports this claimMs [redacted] 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 August 20, where it was acknowledged: “The Appraisal Deposit of $is non-refundable if an appraisal has been completed on the subject propertyIf an appraisal has been completed on the subject property and you cancel your application, you will not receive a refund of this appraisal deposit.” On October 6, 2015, the borrower cancelled the loan application with loanDepot per her requestBecause 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 In conclusion, loanDepot sincerely apologizes that Ms [redacted] ’s experience with loanDepot has been anything less than satisfactory and that she feels that her loan team was rude towards her In 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 Should Ms [redacted] have additional questions or concerns, she may contact loanDepot’s Customer Care Department at [redacted] ext*** Representatives are available to assist Monday through Friday, from 8am to 5pm, PST

Please accept this as a formal response to the rebuttal that loanDepot received regarding the complaint originally submitted on April 20, We have reviewed our systems, and there is no evidence to support the customer’s allegation that they were informed that the appraisal fee would be refunded if the loan did not fund The customer executed the Appraisal Deposit Agreement where they acknowledged the following: REFUNDABILITY: The Appraisal Deposit is refundable in certain circumstances If no Appraisal Services have been completed on your property and you subsequently withdraw your application or your application is declined, your Appraisal Deposit will be refunded in full If Appraisal Services have been completed on your property and you subsequently withdraw your application or your application is declined you will be refunded the difference between the Appraisal Deposit and the amount of the value of the Appraisal Services performedIf your application is declined, even if the appraised value is not what you expected, you will only be refunded the difference between the Appraisal Deposit and the amount of the value of the Appraisal Services performed The customer alleged that loanDepot furnished a Title ReportThe Title Report was ordered from an unbiased, third party vendorIn order to proceed with the refinance, investor guidelines require that liens on Title must be satisfiedRegretfully, the customer was not willing to satisfy the lienCustomer also alleged that the assigned appraiser is not VA approvedIn order to be in compliance with Uniform Standards of Professional Appraisal Practice (USPAP), an appraisal must be ordered with an approved VA appraiserThe customer may confirm the appraiser’s VA status at https://entp.hud.gov/idapp/html/apprlook.cfm We appreciate the opportunity to reevaluate the customer’s complaintRegrettably, our stance regarding this matter remains unchangedWe regret that we could not assist the customer in their financial goalsPlease consider this as our final review of this matterShould the customer wish to further discuss, they may contact, Customer Care Supervisor, [redacted] ***, at 949-434- [redacted] or via email at [redacted] @loandepot.com

San Diego Revdex.com Complaint #: [redacted] Borrower Name: [redacted] ***Complaint Date: January 02, 2017Borrower’s Complaint Filed with the Revdex.com:I feel strongly that Loan Depot misled me in this transaction, particularly since they had just refinancedmy home six months priorLoan 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 reallynothing to be concerned about.Borrower’s Desired Resolution:What is more, I am really disappointed in Loan Depot's attitude about this process that has cost me$425.loanDepot Findings and ResponseWe understand that the satisfaction of our customer is essential to maintaining a successful business.Our core values compel us to do the right thing for our customersloanDepot is a company that takespride in the integrity of our processes.The customer’s request to refund the appraisal deposit is respectfully deniedAfter an internal review ofthe recordings, there is no viable evidence to support the customer’s allegation that they were misled bythe Licensed Lending Officer, which the funds would be refunded if the loan is cancelled or denied.Furthermore, the customer executed the Appraisal Deposit Agreement, which states, that fees are nonrefundableonce services are renderedAlso the customer initially stated in their previous complaint thatthey were told the funds would be refunded at closing, since the closing did not take place, it is notrefundable.loanDepot does not have any influence on the appraised value of the subject propertyThe appraisalreport is conducted by a third party, in which a license appraiser is assigned to appraise the subjectpropertyThe loan ultimately was declined on November 18, 2016, due to low appraised value.Thank you for allowing us the opportunity to revisit the customer’s complaintAs stated in our initialresponse, the appraisal fee is nonrefundable

San Diego Revdex.com Complaint #: [redacted] Borrower Name: [redacted] Loan [redacted] Complaint Date: June 21, Borrower’s Complaint Filed with the Revdex.com: I sent in money monthly, early, to make my mortgage payments ahead of timeI started sending the payments, 1/every two weeks for months before they notified me that I could not do thatI have gone back to paying the full monthly payments and have tried to get some of the money back that I overpaid to them and I keep being told something different every timeI have asked for an audit of my account so that they can see that I have paid in $more than I owed which I am not being credited forI have called weekly for months and cannot get this straightened upThere is no help there to turn to and their accounting is terribleThe sent me a check which I deposited and then they refused to pay on the check they sent meThis cost me overdraft fees and chargesThey recently drew money out of my account and sent me a letter dated the same day they drew it out and they did not have my "verbal permission" as the letter statedI need help and can't get it and I don't want to give them another dime until this is straightened out Borrower’s Desired Resolution: I want the money that Loan Depot just drew out of my account returned to me, I want them to refund any and all late fees and bank fees I was charged and add the $of my money that they still owe me to the June payment as promised by their manager loanDepot Findings and Response We are currently reviewing the customer’s account and working to find a resolution If Ms [redacted] has any further questions or concerns, she may contact our Customer Care Analyst, [redacted] , at [redacted] ext***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 I 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.com My loan could have closed by now if I went with the other loan but I was fed information to do my loan with loandepot.com Thus I am requesting that all fees from the broker and loan depot be refunded Regards, [redacted]

Please accept this as a formal response to the complaint we received from the Revdex.com regarding the aforementioned customerThe satisfaction of our customers is our top priorityWe have conducted an internal review of the loan process, and would like to clarify any misunderstandings.During the initial process of the loan, we are going by stated facts provided by the customerAll customers who meet criteria set forth by the government and investors of the loan are conditionally preapprovedWe then follow with obtaining the necessary documentation to substantiate the data that the customer providedWe also start our discovery of information through the Appraisal and Title reportsSome information must be confirmed by these reportsThis provides important insight into what additional documentation is needed or clarificationsThe information provided by our Licensed Lending Officer, initially, is presumed upon the information that is verbally stated from the customerIt can change once verified with proper documentation.Our Licensed Lending Officers work closely with the SrAccount Managers in order to efficiently process your loanThis process is very common practice among lendersWe sincerely regret that the customer felt that the SrAccount Manager did not provide the service they expected, and that there was a breakdown in communicationOur processors work diligently to prepare the file for underwritingWe will continue to review the customer’s loan file for any opportunities that could be improved with the SrAccount ManagerWe understand that initially the loan may have begun as a FHA Streamline that was to remove an individual off the loan, and add a spouse to qualifyWe were verbally informed that the student loan debt was no longer owedHowever, documentation was not provided that could substantiate that informationFor this reason, underwriting could not approve that loan programWe wanted to help the customer achieve their financial goal; we exhausted efforts to restructure the loanAfter another approach by adding a parent to the loan; however, underwriting could not get an approvalThere were three liens on the propertyOne was satisfied, however, the others were still owedWe advised the customer that they had to be fully satisfied before we could proceedWe did not receive complete bank statements as requested; instead, screen shots of bank summaries were receivedWe continued to try to contact the customer; however, we have not received a response Our management team ensures that the customer is provided with accurate informationWe apologize if the customer felt that the Production Manager of Sales did not provide the customer service expectedloanDepot is held accountable to follow the laws that govern the lending industry, we are unable to make any exceptions for required documentationLenders are subject to audits by the investor and government offices that survey the loan processDue to the severe penalties that can occur if we approve a loan without showing the customers’ ability to repay, we must contact the employer to confirm incomeThe customer’s credit profile is affected because a credit report is necessary for all loan processes.All documents that loanDepot receives from the customer are retained digitally within our company loan origination systemWe are required by federal law to retain records of loan information for seven yearsTo ensure that the customer’s information is not shared within our affiliates, the customer’s contact information has been added to our Do Not Call and Do Not Mail registryWe require our affiliates and subsidiaries to honor your request however, this process may take up to days to complete by the federal government; however, we do not sell or share with non-affiliatesIf additional information is needed, please contact Customer Care at [redacted] , Extension ***, Monday to Friday, 8:00AM to 5:00PM Pacific Time.Sincerely, [redacted] Customer Care Analyst